The Business Research Company’s report on the Contact Centre Software Market provides insights into the global market size, growth rate, regional distribution, competitive landscape, key segments, emerging trends, and strategic opportunities.
How have key drivers contributed to the rapid growth of the contact centre software market?
The rapid growth in the adoption of the cloud-based contact center is significantly contributing to the growth of the contact center software market. The cloud-based contact center is hosted on an internet server through which all inbound and outbound customer communications are handled. The growing adoption of the cloud-based contact center as they provide more scalability and flexibility than traditional contact centers is promoting the growth of the contact center software market. For instance, according to a survey of State of the Contact Center Report, cloud-based contact centers have become the majority, with 75% of contact centers now operating in the cloud (44% fully, 31% hybrid). Therefore, the rapid growth in the adoption of the cloud-based contact center is driving the contact center software market growth.
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How has the contact centre software market size evolved, and what are the latest forecasts for its expansion?
The contact centre software market size has grown rapidly in recent years. It will grow from $43.39 billion in 2024 to $51.19 billion in 2025 at a compound annual growth rate (CAGR) of 18.0%. The growth in the historic period can be attributed to customer experience focus, scalability for growing businesses, real-time communication, compliance with data security, remote work enablement.
The contact centre software market size is expected to see exponential growth in the next few years. It will grow to $117.04 billion in 2029 at a compound annual growth rate (CAGR) of 23.0%. The growth in the forecast period can be attributed to predictive analytics for customer insights, self-service and knowledge bases, continuous improvement through feedback, remote monitoring and coaching. Major trends in the forecast period include omnichannel communication, shift to cloud-based solutions, automation for routine tasks, agent assistive technologies, analytics and reporting enhancements, personalization through data utilization.
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Which major companies dominate the contact centre software market?
Major companies operating in the contact centre software market include Cisco Systems Inc., Oracle Corporation., SAP SE,ZTE Corporation,Nippon Electric Company Limited, Genesys Telecommunications Laboratories Inc., Mitel Networks Corporation., Talkdesk Inc., Drishti soft Solutions Pvt Ltd.,8×8 Inc., Aspect Software Inc., Five9 Inc., Vocalcom SA,Enghouse Systems Limited, NICE Systems Ltd., Genpact Ltd., RingCentral Inc., Salesforce com Inc., Twilio Inc., Zendesk Inc., Alcatel-Lucent Enterprise, Connect First Inc., NEC Corporation, Noble Systems Corporation, Serenova LLC.
What trends will shape the future of the consumer identity and access management market?
Technological advancements are the key trends gaining popularity in the contact center software market. Enterprises are integrating clouds to enhance the efficiency of contact center software. Cloud integration in contact center software enables the seamless connection and synchronization of data and communication channels across cloud-based applications and services, enabling efficient customer interactions and streamlined operations. For instance, in October 2023, Bharti Airtel, an India-based telecommunications company, launched an integrated omnichannel cloud platform called Airtel CCaaS (contact center as a service) under its Airtel IQ vertical. The new platform gives end-to-end solutions for contact centers, including voice, cloud, and software. The telco added that this is the first of its kind service in the country, where so far contact centers have contracted different vendors across different functions. Airtel CCaaS will enable call handling for both inbound and outbound calls in addition to call routing, call queuing, conference calling, call redirecting, and cloud monitoring accessible across all office locations.
Which region dominates the contact centre software market, and what factors contribute to its leadership?
North America was the largest region in the contact center software market in 2024.Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the contact center software market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa
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How is the contact centre software market segmented, and which segment holds the largest share?
The contact centre software market covered in this report is segmented –
1) By Component: Software, Services
2) By Deployment: Cloud-Based, On-Premise
3) By End User: Banking, Financial Services, And Insurance (BFSI), Consumer Goods And Retail, Healthcare, IT And Telecom, Government
Subsegments:
1) By Software: Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Workforce Management Software, Customer Relationship Management (CRM) Integration, Analytics And Reporting Tools
2) By Services: Consulting Services, Implementation Services, Training Services, Support And Maintenance Services
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How is the contact centre software market defined, and what are its core characteristics?
The contact center software are used for optimizing operations and communicating with customers by real-time call monitoring, routing customer contacts to agents, analyzing, tracking, and reporting critical metrics through a centralized platform. The contact center software is a telecommunication system that helps in increasing the efficiency of a contact center by focusing on interactions between contact center agents and customers.
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