The global contact center software market is anticipated to grow at a CAGR of nearly 15.0% during the forecast period (2022-2028). The major factor expected to drive the market growth is the increasing implementation of omnichannel services to ensure customer satisfaction. Today’s consumers communicate with the organization through digital communication channels such as social media, email, SMS, video, phone call, live chats, and more with the support of the omini channel solution. In addition, the rising demand for cloud-based contact centers as companies are increasingly adopting cloud-based software owing to increased competition and the rising cost of on-premises solutions. Cloud-based software provides ample pliability and scalability in an organization than traditional contact centers. Additionally, partnerships and collaborations also support the companies to grow in the market. For instance, in May 2020, NICE Ltd. announced a partnership between NICE in Contact CXone with Microsoft Teams and Microsoft Dynamics 365 Customer Service. The partnership assisted agents at contact centers to collaborate with experts and offer a personalized experience to the customers.
Some major players in the market include Avaya, Inc.; Cisco Systems, Inc., and Microsoft Corp., among others. The market players are contributing significantly to the growth of the market by the adoption of various strategies including mergers & acquisitions, geographical expansion, partnerships and collaborations, and new product launches, to stay competitive in the market. For instance, in July 2021, 3CLogic, Inc. entered into a partnership with ScreenMeet. The agreement is to augment ServiceNow’s existing digital channels and self-service by combining their respective communication offerings across SMS, voice, video, screen-sharing, and co-browsing to expand ServiceNow’s Omini channel customer support capabilities. Furthermore, in July 2020, NICE Ltd. brig out an interaction guidance solution, Real-Time Interaction Guidance, powered by its AI platform, ENLIGHTEN. The company added that the solution is aimed at determining and scoring agent behaviors for improving sales opportunity identification and increasing customer satisfaction which is based on predictive behavioral models.
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Market Coverage
The market number available for – 2021-2028
Base year- 2021
Forecast period- 2022-2028
Segment Covered-
By Deployment Mode
By Organization Size
By Vertical
Regions Covered-
North America
Europe
Asia-Pacific
Rest of the World
Top Major Key Players:
Avaya, Inc.; Cisco Systems, Inc., and Microsoft Corp., among others.
Key questions addressed by the report
What is the market growth rate?
Which segment and region dominate the market in the base year?
Which segment and region will project the fastest growth in the market?
How has COVID-19 impacted the market?
Deviation from the pre-COVID-19 forecast
Most affected region and segment
Who is the leader in the market?
How players are addressing challenges to sustain growth?
Where is the investment opportunity?
A full report of contact center software market is available at:
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Global Contact Center Software Market Report by Segment
By Deployment Mode
On-Premise
Cloud
By Organization Size
Large Enterprises
Small and Medium Enterprises (SMEs)
By Vertical
BFSI
Telecommunications
Retail and Consumer Goods
Manufacturing
IT and ITeS
Government and Public Sector
Energy and Utilities
Others
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