Contact Center Software Market (By Solution: Automatic Call Distribution, Call Recording, Computer Telephony Integration, Customer Collaboration, Dialer, Interactive Voice Responses, Reporting and Analytics, Workforce Optimization & Others. By Service: Integration and Deployment, Support and Maintenance, Training and Consulting, Managed Services & Others. By End-User: BFSI, Consumer Goods and Retail, Government, Healthcare, IT and Telecom, Travel and Hospitality & Others. By Region - North America, Europe , Asia-Pacific , LAMEA) - Global Market Analysis, Growth, Trends & Forecast, 2022-2032

The global contact center software market was valued at $30.2 billion in 2021 and it is expected to reach $128.5 billion at a CAGR of 13.7% between 2022 and 2032. The market is expected to have more growth due to the increasing adoption of cloud-based and virtual contact center solutions, which would achieve better business continuity. Many key players of contact center software are trying to shift their customer experience from a single interaction to an entire journey of consistent and personalized interactions.   

By region, North America is anticipated to dominate the contact center software market with significant market share.  

There are several benefits of contact center software. For example, it improves customer service management and enhances productivity. Additionally, it builds a professional image, increases sales deals, and identifies urgent calls, as well as it is very much cost-effective. Therefore, several key players from many developed nations are focusing on adopting these innovative technologies to create better services and solutions, which would benefit multiple organizations as well as manufacturing companies. On the other hand, Omni channel solutions are becoming popular across many fields of businesses. At present days, video chat assistance and chatbots are accelerating the growth of the market due to their increasing adaptation in several end-user industries. Hence, technological advancement holds a primary position in the global contact center software market. This would create more growth opportunities in the future.   

Source: SAI Research

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Over the past few years, relationships between businesses and their customers have gradually changed. Several companies and organizations are providing new customer services by retaining existing customers and responding to their inquiries to promote organizational growth. Contact center solutions enable professionals to rapidly complete these major goals and also try to deliver adequate responses to their questions. Additionally, the demand for automated customer care services is one of the most essential and major factors in the global contact center software market. Moreover, technological advancements are another major factor that is expected to drive the growth of the market. Multiple businesses are rapidly using artificial intelligence and machine learning technologies to improve their customer services. Therefore, a wide number of customers can use AI-based chatbots in conjunction with social media management tools or software to search for answers to their particular problems on their own. Hence, these benefits and primary factors are estimated to fuel the growth of the global contact center software market during the forecast period from 2022 to 2032. 

Many key players are focusing on implementing new business strategies by developing mergers and acquisitions. Some parent companies have acquired subsidiary manufacturing companies, which would benefit the global contact center software market in the future. Many businesses have launched new start-ups for the individual purpose of getting a larger company to acquire them. This would create some major business changes in the future. For example, in 2021, Avaya acquired CTIntegrations, which is a specialized contact center software development and system integration company. Moreover, in 2022, Zoom announced the acquisition of Solvvy, which specializes in conversational artificial intelligence and automation solutions for the contact center. Therefore, these new acquisitions would accelerate the contact center software market over the upcoming years.   

In some countries, governments are focusing on imposing stringent regulations, which would make it difficult in integrating legacy systems. Hence, this is one of the major factors expected to restrain the contact center software market. 

Based on solution type, the global contact center software market is segmented into automatic call distribution; call recording, computer telephony integration, customer collaboration, dialer, interactive voice responses, reporting and analytics, workforce optimization, and others. The interactive voice responses segment holds the largest share of the market and is anticipated to drive market growth during the forecast period due to its increasing usage as it can interpret tones and accents with more precision than traditional speech recognition software. It can also help multiple companies and organizations in assigning the caller to the concerned departments or agents on a case-by-case basis. Moreover, it can help a wide number of clients in resolving product-related queries by themselves rather than depending on customer care representatives.                                            

In terms of services, the global contact center software market is categorized into integration and deployment, support and maintenance, training and consulting, and managed services, among others. The integration and deployment service category accounted for the largest share of the market and is expected to lead the market in the upcoming years. The increasing adoption of cloud-based contact center software solutions is estimated to drive market growth throughout the forecast period. On the other hand, the managed services segment is also anticipated to drive market growth due to its rising usage in businesses. This service can keep its applications running for end-users by leveraging configuration management, provisioning, standard change management, and patch management software or tools.    

By end-user type, the market is divided into BFSI, consumer goods and retail, government, healthcare, IT and Telecom, travel, and hospitality, among others. The IT and Telecom segment has dominated the market and is anticipated to fuel the growth of the market during the forecast period due to several rising entrants, which are making a foray into multiple end-user industries. The segment is also pursuing innovative methods and approaches to achieve success. However, retail and government sectors are also projected to drive the market with a significant share during the upcoming years. At present days, a large number of customers are purchasing goods and other products from online shopping retailers. Thus, all these retailers are adopting innovative contact center software services, so they could provide good customer experiences.  

Geographically, the global contact center software market is segmented into North America, Europe, Asia-Pacific, Latin America, and Africa. Among these, North America has dominated the market over the past few years and is expected to hold its dominant position during the forecast period. Most of the organizations and companies are situated in this region which is focusing on investing more to adopt many advanced technologies such as artificial technologies, machine learning, big data, and others. These companies are also trying to improve their contact center software services for their wide number of customers through inbound and outbound operations. This is estimated to accelerate the growth of the global contact center software market during the forecast period. On the other hand, the Asia-Pacific region is estimated to become the second-fastest market due to the presence of a wide number of IT and Telecom sectors that provide technological services globally. Moreover, IT companies are also gradually increasing across the country, which would benefit the market in the future. Various enterprises are focusing on adopting contact center software services which are also expected to accelerate the growth of the market.  

According to the study, key players such as 3CLogic (U.S), 8x8 (U.S), Atos (France), Ameyo (India), Amtelco (U.S), Aspect Software (U.S), Avoxi (U.S), Avaya (U.S), AT&T (U.S), Cisco (U.S), Enghouse Systems Ltd. (Canada), Five9 Inc (U.S), Genesys (U.S), Microsoft Corporation (U.S), Nokia (Finland), Spok Holdings (U.S), SAP (Germany), TalkDesk (U.S), Twilio (U.S), UiPath (U.S), VCC Live (Hungary), among others are leading the global contact center software market. 

Scope of the Report:

The Global Contact Center Software Market Has Been Segmented Into:

The Global Contact Center Software Market – by Solution Type:

• Automatic Call Distribution
• Call Recording
• Computer Telephony Integration
• Customer Collaboration
• Dialer
• Interactive Voice Responses
• Reporting and Analytics
• Workforce Optimization
• And Others

The Global Contact Center Software Market – by Service Type:

• Integration and Deployment
• Support and Maintenance
• Training and Consulting
• Managed Services
• Others

The Global Contact Center software Market – by End-User Type:

• BFSI
• Consumer Goods and Retail
• Government
• Healthcare
• IT and Telecom
• Travel and Hospitality
• Others

The Global Contact Center Software Market – by Regions:

North America

• U.S.
• Canada
• Mexico

Europe

• Germany
• France
• Italy
• U.K.
• Russia
• Rest of Europe Countries

Asia-Pacific

• China
• Japan
• India
• South Korea
• Australia

Rest of APAC

• LAMEA
• Brazil
• Saudi Arabia
• UAE
• Rest of LAMEA