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Key highlights of the report include:
Market Overview (2017-2027)
• Forecast CAGR (2022-2027): 19.2%
Growing demand for improved customer experience at lower cost is driving the contact center software industry. Enterprises across the globe are increasingly adopting and investing in technological developments such as big data, analytics, and cloud platforms, further driving the growth of the market. The growing omnichannel approach to sales, along with the growth of e-commerce business, is also driving the demand for contact center software. Due to an increasing number of favorable government programs supporting the adoption of cloud-based technologies and automation of business operations, the market is expected to grow at a steady pace.
Industry definition and major segments
Contact center software can help multi-channel and single-channel call centers manage massive amounts of inbound and outbound customer communications. The software’s main job is to route customer contacts to agents while tracking and reporting crucial analytics on those interactions. Methods of communicating with customers include phone calls, VoIP calls, live chat, fax, email, SMS/texts, chatbot dialogs, and social media messaging.
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The main components of the industry can be divided into:
On the basis of software types, the industry can be segmented into:
• Intelligent call routing
• Workforce management
• Reports and analysis
• Security functions
• Smart virtual assistant
On the basis of deployment, the industry can be segmented into:
• On the site
By Enterprise Size, the market is classified into:
• Small and medium enterprises
• Big business
Based on industry vertical, the industry is segmented into:
• Health care
• Retail and E-commerce
• Government and education
• That and Telecom
• Travel and hospitality
Global Contact Center Software Market Regions Include:
• North America
• Asia Pacific
• Latin America
• Middle East and Africa
Advanced technologies such as artificial intelligence (AI), predictive analytics, cloud computing, and machine learning are expected to present attractive growth opportunities for the market throughout the forecast period. The increased use of social media by customers is expected to drive the market forward throughout the projected period. Furthermore, the increased integration of new technologies with current technologies in the workplace, as well as the growing demand for the adoption of new contact center software, are likely to fuel the growth of the industry. Smartphone access provides customers with global accessibility and also provides contact center agents with relevant information in real time, regardless of their location. This contributes to the growing need for mobile, analytical and sophisticated contact center solutions. The growth of the global contact center software industry is also expected to be driven by an increase in the use of contact center software among organizations to improve customer experience through channels such as voice, video, mobile, web and social media.
Main market players
Major market players include Oracle Corporation, ALE International SAS, Avaya Inc., Cisco Systems, Inc., Genesys Telecommunications Laboratories, Inc., among others. The report covers market shares, capacities, plant rotations, expansions, investments, and mergers and acquisitions, among other latest developments of these market players.
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