Contact Center Software Market by Component, Deployment Model, Organization Size, Industry and Region

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Global Contact Center Software Market

Global Contact Center Software Market

Global Contact Center Software Market

Dublin, Nov. 15, 2022 (GLOBE NEWSWIRE) — The “contact center software market by component (solutions and services), deployment model (cloud and on-premises), organization size (large and small and medium-sized enterprises), industry and region – Global Forecast to 2027” report added ResearchAndMarkets.coms offer.

The Contact Center Software market size is expected to grow from USD 35.2 billion in 2022 to USD 93.7 billion in 2027, with a compound annual growth rate (CAGR) of 21.6% during the forecast period.

The services benefit the organizations by improving the execution of the contact center solution and streamlining their operations

Services are an integral part of the Contact Center Software software lifecycle. With these services, contact center solution providers enable end users to integrate and deploy software configured according to their requirements. Companies around the world are investing heavily in integrating various applications and tools, such as CRM, into their business processes, driving the growth of this segment. The growing need for business agility and rapid deployment of cloud-based solutions is also contributing well to the growth of these services in the market. The managed services segment is expected to grow rapidly during the forecast period.

Scalability and cost-effectiveness are the key factors driving adoption of cloud-based contact center software.

While enabling contact centers to optimize agent performance, improve customer experiences, and streamline call routing and similar requirements, cloud-based contact center solutions help eliminate costs associated with physical telephony systems, servers, storage hardware, and technical staff. The cloud-based deployment model is expected to replace the on-premises deployment model in the short term.

The intensely competitive market scenario has encouraged SMEs to invest in contact center solutions to achieve high business efficiency

Constrained by limited budgets, small IT infrastructure and staff, SMEs are looking for flexible, scalable and cost-effective solutions. Hence, small and medium-sized businesses are increasingly turning to cloud-based contact center software to optimize and automate customer communication and engagement.

Contact center software in retail and consumer goods is of specific importance in the overall business and is expected to deliver a higher ROI

Contact center solutions are one-stop solutions that help retail and consumer goods companies develop customer-centric market strategies and make faster decisions based on customer preferences, past buying behavior and real-time interactions. These solutions help companies make significant improvements in their operations. Using the contact center solutions, businesses can easily analyze customer historical interest and purchasing patterns to make the best possible recommendations and maximize profits.

North America will dominate the contact center software market in 2022

The top two countries contributing to the region’s growth: the US and Canada are expected to drive contact center software adoption in the region. The vendors in this region are constantly focused on developing and integrating contact center solutions for organizations looking to streamline their customer service processes.

In December 2021, 8X8, Inc. for example, announced that DMV Veterinary Centres, an emergency and specialty animal hospital and service provider in Canada, has deployed their 8×8 Contact Center for Microsoft Teams, which has helped DMV Veterinary Centers meet the growing demand for veterinary services and thus enhance the customer experience for owners of companion animals effectively.

The solution provides advanced omnichannel contact center capabilities to ensure rapid resolution of customer issues across Canada’s four veterinary centers. Growth in call volume, increasing demand for remote management of contact center agent performance, increased adoption of contact center solutions by government and public sector organizations, and increased mergers and acquisitions and partnerships by contact center providers in the region are driving the contact center adoption. center solutions in North America.

Main topics:

1 Introduction

2 Research methodology

3 Summary

4 Premium Insights
4.1 Brief Overview of Contact Center Market
4.2 Contact Center Market, by Component, 2022 VS. 2027
4.3 Contact Center Market, by Solution, 2022 Vs. 2027
4.4 Contact Center Market, by Service, 2022 vs. 2027
4.5 Contact Center Market, by Deployment Model, 2022 vs. 2027
4.6 Contact Center Market, by Organization Size, 2022 VS. 2027
4.7 Contact Center Market, by Industry, 2022 Vs. 2027
4.8 Contact Center Market – Investment Scenario

5 Market overview and industry trends
5.1 Introduction
5.2 Market Dynamics
5.2.1 Drivers Increasing Adoption of Advanced Contact Center Technologies Need for contact center handling Turnover and absenteeism Role of Social Media in Contact Center Operations Increasing adoption of virtual and cloud-based contact center solutions during and after COVID-19 Continuous Transition to Cloud Contact Centers Growing demand for personalized and streamlined customer interactions
5.2.2 Restrictions Insufficient network bandwidth minimizes adoption of VoIP and cloud-based telephony High costs and long-term contracts in connection with Pri Phone Services Impact of Ivr fraud and cyber attacks on business operations
5.2.3 Opportunities Dynamic customer requirements for robust self-service interactions Growing demand for audio and video call analytics Shifting corporate focus to a work-from-home culture
5.2.4 Challenges Data Privacy and Security Aspects Barriers to Moving Contact Centers to Cloud Environments
5.3 Ecosystem
5.4 Supply Chain Analysis
5.5 Key Stakeholders and Purchasing Criteria
5.5.1 Key stakeholders in the buying process
5.5.2 Purchase Criteria
5.6 Technology Analysis
5.6.1 Advanced Analysis Data Analysis Speech analysis Sentiment analysis
5.6.2 Artificial intelligence Machine learning Natural Language Processing
5.7 Price Analysis
5.8 Patent Analysis
5.9 Main conferences and events in 2022-2023
5.10 COVID-19 Driven Market Dynamics
5.11 Case Study Analysis
5.12 Porter’s Five Forces Analysis
5.13 Emerging Trends
5.14 Tariff and regulatory landscape

6 Contact Center Software Market, By Component
6.1 Introduction
6.1.1 Section: Market Factors
6.1.2 Section: COVID-19 Impact
6.2 Solution
6.2.1 Omnichannel Routing Digital Channels Interactive Voice Response Automatic call distributors Voters Virtual Agents
6.2.2 Employee Engagement Management Personnel Optimization Call Recording and Quality Management
6.2.3 Reporting and Analysis Historical and Custom Reports Speech analysis Text Analysis
6.2.4 Customer Engagement Management
6.2.5 Other solutions
6.3 Services
6.3.1 Advice
6.3.2 Deployment and Integration
6.3.3 Training, Support and Maintenance

7 Contact Center Software Market, by Deployment Model
7.1 Introduction
7.1.1 Implementation Model: Market Factors
7.1.2 Deployment model: COVID-19 impact
7.2 On Site
7.3 Cloud

8 Contact Center Software Market, by Organization Size
8.1 Introduction
8.1.1 Organization size: market
8.1.2 Organization size: impact of COVID-19
8.2 Large Enterprises
8.3 Small and medium-sized enterprises

9 Contact Center Software Market, by Industry
9.1 Introduction
9.1.1 Industry: Market Factors
9.1.2 Industry: COVID-19 impact
9.2 Banking, Financial Services and Insurance
9.3 Telecommunications
9.4 Information Technology and Information Technology Based Services
9.5 Government and Public Sector
9.6 Retail and Consumer Goods
9.7 Manufacturing
9.8 Energy and Utilities
9.9 Others

10 Contact Center Software Market, by Region

11 Competitive landscape
11.1 Introduction
11.2 Main Player Strategies/Right to Win
11.3 Market Share of Top Sellers
11.4 Historical Revenue Analysis of Leading Players
11.5 Competitive Scenario
11.6 Business Evaluation Quadrant
11.6.1 Stars
11.6.2 Emerging Leaders
11.6.3 Penetrating Players
11.6.4 Participants
11.7 Analysis of the company’s product footprint
11.8 Quadrant Evaluation SMEs
11.8.1 Forward-thinking companies
11.8.2 Responsive Companies
11.8.3 Dynamic Companies
11.8.4 Starting Blocks
11.8.5 Competitive Benchmarking
11.9 Small Business/Startup Product Footprint Analysis

12 company profiles
12.1 Introduction
12.2 Key Companies
12.2.1 Genesys
12.2.2 IBM
12.2.3 Aws
12.2.4 Five9
12.2.5 Twilio
12.2.6 Mitel
12.2.7 Nice
12.2.8 Cisco
12.2.9 VAT
12.2.10 Verizon
12.2.11 Avaya
12.2.12 vonage
12.2.13 8X8
12.2.14 Atos
12.2.15 Talk desk
12.2.16 Alcatel-Lucent Enterprise
12.2.17 Sinch
12.2.18 Oracle
12.2.19 Ring Switchboard
12.2.20 Lifesize
12.2.21 Content Guru
12.2.22 Aspect Software
12.2.23 Enghouse Interactive
12.2.24 3Clogic
12.2.25 Ameyo
12.2.26 Entered
12.2.27 At&T
12.2.28 Dutch
12.2.29 Zte
12.3 Startup/SMB Profiles
12.3.1 Vocal com
12.3.2 Develop ip
12.3.3 Caught
12.3.4 Amtelco
12.3.5 Voice
12.3.6 Vcc live
12.3.7 Glia
12.3.8 Clear pattern
12.3.9 Computer Speech
12.3.10 C-Centrix

Adjacent Market 13
13.1 Introduction
13.1.1 Related Market
13.2 Cloud-Based Contact Center Market
13.2.1 Introduction
13.2.2 Solutions Omnichannel Routing Employee Engagement Management Reporting and Analysis Customer Engagement Management Other Solutions
13.2.3 Services

14 Appendix

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