BANGALORE, India, April 27, 2021 /PRNewswire/ — The Contact Center Software Market is Segmented by Type (Cloud, On-Premises), by Application (Large Enterprises, Small and Medium-sized Enterprises). The report covers global opportunity analysis and industry forecast from 2021 to 2026. It is published on Valuates Reports in the Enterprise Technology Category.
The global Contact Center Software market is projected to reach USD 29080 million by 2026, from USD 15960 million in 2019, at a CAGR of 8.8% during the forecast period 2021-2026.
Contact center software provides strategic advantages to businesses in a variety of sectors by automating the outbound and inbound activities and providing a reliable customer engagement platform.
Major factors driving the growth of contact center software market are:
- The surge in the use of contact center software among organizations to enhance customer experience through multiple channels, including voice, video, mobile, web, and social media
- Rapid advancements in the field of customer relationship management and surge in need for personalized and streamlined customer interactions to achieve high customer satisfaction fuel the global contact center software market
- Enhanced business agility, improved business continuity, and the growing acceptance of home-based work is driving the growth of the cloud-based contact center software market.
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TRENDS INFLUENCING CONTACT CENTER SOFTWARE MARKET SIZE :
Customer interaction performance has always been measured by the accuracy and speed at which requests are addressed. Enterprises are increasingly in need of breaking free from outdated networks in order to create a more flexible approach to customer interaction. Contact center solution offers both flexibility and provides efficient request addressal at a quick time. This feature is expected to drive the growth of the Contact Center Software Market.
Rising Implementation of Omnichannel Services to Ensure Customer Satisfaction is expected to drive the growth of Contact Center Software Market. The omnichannel solution offered by contact centers allows customers to communicate with the organization by choosing any channels such as emails, social media, SMS, calls, video, live chats, and more. The contact center solution decreases customer care costs. The involvement of service providers across all available channels aids in the development of client trust. It also gives the agents working with real-time consumer insights into their clients through all platforms. This aids the agent in developing stronger client relationships and improving the customer experience. This, in turn, is expected to drive the growth of the Contact Center Software Market.
Contact centers around the world have recognized the advantages and potential of implementing Artificial intelligence (AI), predictive analytics, cloud computing, and machine learning. As a result, they’ve begun to integrate these technologies into their programs. The adoption of these innovations has created lucrative opportunities for Contact Center Software Market vendors to provide an enhanced and reliable customer experience. With the growth in popularity of these innovations, businesses now have access to insights and data that enable them to make better business decisions.
Furthermore, the continuing trend of working from home (WFH) due to the pandemic drives the adoption of contact center technologies to ensure business continuity and efficiency, thereby driving the growth of the contact center software market.
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TRENDS INFLUENCING CONTACT CENTER SOFTWARE MARKET SHARE:
Based on application, the large enterprise is expected to be the most lucrative segment in the Contact Center Software Market. As compared to SMEs, large businesses are more likely to use contact center solutions. This can be attributed to a variety of factors, including adequate budgets, the availability of a large number of contact center employees, high call volumes, and customer agent interactions, and affordability due to economies of scale, which allows companies to exploit contact center solutions.
Based on the region. North America is expected to be the most dominant region in the Contact Center Software Market. Companies in North America are turning to contact center solutions to meet rising consumer demands, resolve customer issues, and improve input from both digital and non-digital platforms.
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Contact Center Software Market Breakdown Data by Type
- Cloud
- On-Premises
Contact Center Software Market Breakdown Data by Application
- Large Enterprises
- Small and Medium-sized Enterprises
Top Major Players in the Contact Center Software Market
- 8×8
- Alcatel-Lucent Enterprise
- Ameyo (Drishti-Soft)
- Avaya Inc.
- Cisco
- Enghouse Interactive Inc.
- Five9
- Genesys
- Huawei Technologies.
- Mitel Networks Corporation
- Oracle
- SAP
- Unify
- Others
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– Cloud Contact Center Market contains segmentation By Type (Public Cloud, Private Cloud, Hybrid Cloud), Website Support, Others) By Application BFSI, Consumer Goods and Retail, Government and Public Sector, Healthcare and Life Sciences, Manufacturing, Media and Entertainment, Telecommunication and Information Technology Enabled Services (ITES). Others) and Regional Opportunity Analysis and Industry Forecast.
– Contact Center Workforce Software Market contains segmentation By Type (Cloud Based, Web Based), Website Support, Others) By Application (Large Enterprises, SMEs) and Regional Opportunity Analysis and Industry Forecast.
– Contact Center AI Software Market contains segmentation By Type (Cloud-Based, On-Premise) By Application (Banking, Financial Services, and Insurance (BFSI), Retail and Consumer Goods, IT and Telecom, Healthcare, Travel and Hospitality, Government, Media and Entertainment, Others) and Regional Opportunity Analysis and Industry Forecast.
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