The contact centre software market size is expected to see exponential growth in the next few years. It will grow to $94.08 billion in 2028 at a compound annual growth rate (CAGR) of 20.7%. 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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Scope Of Contact Centre Software Market
The Business Research Company’s reports encompass a wide range of information, including:
1. Market Size (Historic and Forecast): Analysis of the market’s historical performance and projections for future growth.
2. Drivers: Examination of the key factors propelling market growth.
3. Trends: Identification of emerging trends and patterns shaping the market landscape.
4. Key Segments: Breakdown of the market into its primary segments and their respective performance.
5. Focus Regions and Geographies: Insight into the most critical regions and geographical areas influencing the market.
6. Macro Economic Factors: Assessment of broader economic elements impacting the market.
Contact Centre Software Market Overview
Market Drivers –
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, in April 2021, according to a survey of State of the Contact Center Report 2021, 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.
Market Trends –
Product innovations have emerged as the key trend gaining popularity in the 5G chipset market. The major players in the market are developing innovative products for market growth. For instance, in June 2021, Samsung Electronics, a South Korea-based electronics company, developed 3GPP Rel.16 compliant chipsets, a range of next-generation 5G chipsets that deliver cutting-edge 5G technologies. The new chipsets consist of a second-generation 5G modem System-on-Chip (SoC), a third-generation mmWave Radio Frequency Integrated Circuit (RFIC) chip, and a Digital Front End (DFE)-RFIC integrated chip. These are designed to increase power efficiency, boost performance, and reduce the size of 5G solutions.
The contact centre software market covered in this report is segmented –
1) By Component: Software, Services
2) By Service Type: Professional Services, Managed Services
3) By Deployment: Cloud-Based, On-Premise
4) By End User: Banking, Financial Services, And Insurance (BFSI), Consumer Goods And Retail, Healthcare, IT And Telecom, Government
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Regional Insights –
North America was the largest region in the contact center software market in 2023. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the contact centre software market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa
Key Companies –
Major companies operating in the contact centre software market report are 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.,Siemens Enterprise Communications Inc., Five9 Inc., Vocalcom SA,Enghouse Systems Limited, NICE Systems Ltd., Cisco Systems Inc.,Genesys Telecommunications Laboratories Inc., Genpact Ltd., RingCentral Inc., Salesforce com Inc., Talkdesk Inc., Twilio Inc., Zendesk Inc., Alcatel-Lucent Enterprise, Connect First Inc., NEC Corporation, Noble Systems Corporation, Serenova LLC., ShoreTel Inc.
Table of Contents
1. Executive Summary
2. Contact Centre Software Market Report Structure
3. Contact Centre Software Market Trends And Strategies
4. Contact Centre Software Market – Macro Economic Scenario
5. Contact Centre Software Market Size And Growth
…..
27. Contact Centre Software Market Competitor Landscape And Company Profiles
28. Key Mergers And Acquisitions
29. Future Outlook and Potential Analysis
30. Appendix
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