Contact Center Software Market (By Solution: Automatic Call Distribution (ACD), Call Recording, Computer Telephony Integration (CTI), Customer Collaboration, Dialer, Interactive Voice Responses (IVR), Reporting & Analytics, Workforce Optimization; By Service: Integration & Deployment, Support & Maintenance, Training & Consulting, Managed Services; By Deployment: Hosted, On-premise; By Enterprise Size: Large Enterprise, Small & Medium Enterprise; By End Use: BFSI, Consumer Goods & Retail, Government, Healthcare, IT & Telecom, Travel & Hospitality) - Global Industry Analysis, Size, Share, Growth, Trends, Revenue, Regional Outlook 20222030

The global contact center software market size was valued at USD 22.94 billion in 2020, and is predicted to be worth around USD 151.58 billion by 2030, registering a CAGR of 22.2% during the forecast period 2022 to 2030.

Growth Factors

Contact center solutions help agents in handling customer interactions more effectively, augmenting sales, and delivering a better service experience. Hence, several organizations are adopting contact center solutions to support business growth, thereby driving the market. The strong emphasis businesses are putting on leveraging the advances in the latest technologies and integrating Artificial Intelligence (AI) and machine learning into their business processes to enhance customer relationship management is also driving the adoption of contact center solutions.

The growth of the market can be attributed to the growing adoption of cloud-based and virtual contact center solutions to achieve better business continuity. Contact centers across the globe are focusing on transforming customer experience from a single interaction to an entire journey of consistent and personalized interactions. At this juncture, contact center software is helping businesses in ensuring a seamless customer experience across all communication channels. The strong emphasis businesses are putting on streamlining and personalizing customer interactions to enhance customer satisfaction is driving the growth of the market.

Report Coverage

By Solution Analysis

The IVR segment dominated the market in 2021 and accounted for a revenue share of more than 22.0%. Interactive voice response solutions can interpret tones and accents with more precision than conventional speech recognition software.

Interactive voice response systems can help businesses in assigning the caller to the concerned departments or agents on a case-by-case basis. Furthermore, IVR solutions can also help clients in resolving product-related queries by themselves rather than depending on customer care representatives.

The customer collaboration solution segment is anticipated to register the fastest CAGR over the forecast period. Customer collaboration solutions allow businesses to interact with both existing and potential customers in a better way. 

The strong emphasis on enhancing collaboration by using images and videos to communicate effectively with the clients is expected to drive the growth of the segment over the forecast period.

By Service Analysis

The integration & deployment segment dominated the market in 2021 with a revenue share of more than 42.0%. The increasing adoption of cloud-based contact center software solutions is expected to drive the segment growth over the forecast period.

Businesses across the globe are investing aggressively in integrating multiple applications and tools, such as Customer Relationship Management (CRM), into their business processes, thereby driving the growth of this segment. 

The growing need for business agility and rapid deployment of cloud-based solutions also bode well for the growth of the integration & deployment segment. The managed services segment is anticipated to register the fastest growth rate over the forecast period.

Managed services allow businesses to focus on their core products and services while handing over the company’s IT-related tasks to managed service providers. These services also include an array of value-added services to help businesses in achieving the most from contact center solutions in terms of performance and reliability while keeping operational costs under control. The growing adoption of cloud solutions bodes well for the growth of the managed services segment.

By Deployment Analysis

The on-premise segment dominated the market in 2021 and accounted for a revenue share of more than 58.0%. On-premise deployment envisages deploying all the hardware and software required to operate and maintain a contact center at the customer’s property.

Businesses across the globe are preferring cloud-based contact center solutions over on-premise solutions owing to their ability to scale services. Cloud solutions are designed to connect agents to centralized contact center applications while offering a secure intranet for employees to collaborate and communicate with each other.

By Enterprise Size Analysis

The large enterprise segment dominated the market in 2021 and accounted for a revenue share of more than 57.0%. Large enterprises have their customers spread across the globe. Hence, large enterprises are more likely to invest in the latest, advanced technologies to run their business effectively and ensure business continuity.

The Small & Medium Enterprise (SME) segment is anticipated to register the fastest CAGR from 2022 to 2030. The growing implementation of customer care solutions by SMEs across the globe is expected to drive the segment growth over the forecast period. 

By End-use Analysis

The IT & telecom segment dominated the market in 2021 and accounted for a revenue share of more than 25.0%. The intensifying competition in the IT & telecom industry shows no signs of abating. Several new entrants are making a foray into the industry and pursuing innovative methods and approaches to achieve success.

Companies that have already established themselves in the industry are aggressively adopting contact center solutions to increase the efficiency of business operations. Moreover, IT & telecom businesses are thriving for innovation and focusing on augmenting their profits by implementing appropriate tools to make sure that their client service is always up and running and are effectively harnessing the large volumes of customer data for gaining actionable insights.

The consumer goods & retail segment is anticipated to register the fastest CAGR over the forecast period. Customers are moving continuously toward digital channels for their shopping needs. Moreover, customers are also utilizing the latest technologies and channels, thereby prompting consumer goods & retail businesses to opt for contact center solutions for providing exceptional customer experiences.

By Regional Analysis

North America dominated the global market in 2021 with a revenue share of more than 36.0%. North America is home to some of the prominent market players. Moreover, organizations in North American countries are investing aggressively in emerging technologies, such as big data, analytics, and cloud platforms.

Asia Pacific is expected to emerge as the fastest-growing regional market over the forecast period owing to the presence of a large number of Information Technology-enabled Services (ITES) and IT companies in the region. 

The growing adoption of contact center solutions by both large as well as small & medium enterprises is anticipated to drive the growth of the regional market. The favorable initiatives by local governments to encourage the adoption of cloud-based systems and automation of business processes are also expected to play a decisive role in driving the growth of the regional market.

Key Players 

• 8X8, Inc.

• ALE International

• Altivon

• Amazon Web Services, Inc.

• Ameyo

• Amtelco

• Aspect Software

• Avaya Inc.

• Avoxi

• Cisco Systems, Inc.

• Enghouse Interactive Inc.

• Exotel Techcom Pvt. Ltd.

• Five9, Inc.

• Genesys

• Microsoft Corp.

• NEC Corp.

• SAP SE

• Spok, Inc.

• Talkdesk, Inc.

• Twilio Inc.

• UiPath

• Unify Inc.

• VCC Live

Market Segmentation

• By Solution 

  • Automatic Call Distribution (ACD)

  • Call Recording

  • Computer Telephony Integration (CTI)

  • Customer Collaboration

  • Dialer

  • Interactive Voice Responses (IVR)

  • Reporting & Analytics

  • Workforce Optimization

  • Others

• By Service 

  • Integration & Deployment

  • Support & Maintenance

  • Training & Consulting

  • Managed Services

• By Deployment 

  • Hosted

  • On-premise

• By Enterprise Size

  • Large Enterprise

  • Small & Medium Enterprise

• By End Use

  • BFSI

  • Consumer Goods & Retail

  • Government

  • Healthcare

  • IT & Telecom

  • Travel & Hospitality

  • Others

• Regional

  • North America

    • U.S.

    • Canada

  • Europe

    • Germany

    • U.K.

    • Spain

  • Asia Pacific

    • China

    • India

    • Japan

  • Latin America

    • Brazil

  • Middle East & Africa

The contact center software market research report covers definition, classification, product classification, product application, development trend, product technology, competitive landscape, industrial chain structure, industry overview, national policy and planning analysis of the industry, the latest dynamic analysis, etc., and also includes major. The study includes drivers and restraints of the global market. It covers the impact of these drivers and restraints on the demand during the forecast period. The report also highlights opportunities in the market at the global level.

The report provides size (in terms of volume and value) of contact center software market for the base year 2021 and the forecast between 2022 and 2030. Market numbers have been estimated based on form and application. Market size and forecast for each application segment have been provided for the global and regional market.

This report focuses on the global contact center software market status, future forecast, growth opportunity, key market and key players. The study objectives are to present the contact center software market development in United States, Europe and China.

It is pertinent to consider that in a volatile global economy, we haven’t just conducted contact center software market forecasts in terms of CAGR, but also studied the market based on key parameters, including Year-on-Year (Y-o-Y) growth, to comprehend the certainty of the market and to find and present the lucrative opportunities in market.

In terms of production side, this report researches the contact center software capacity, production, value, ex-factory price, growth rate, market share for major manufacturers, regions (or countries) and type.

In terms of consumption side, this report focuses on the consumption of contact center software by regions (countries) and application.

Buyers of the report will have access to verified market figures, including global market size in terms of revenue and volume. As part of production analysis, the authors of the report have provided reliable estimations and calculations for global revenue and volume by Type segment of the global contact center software market. These figures have been provided in terms of both revenue and volume for the period 2019 to 2030. Additionally, the report provides accurate figures for production by region in terms of revenue as well as volume for the same period. The report also includes production capacity statistics for the same period.

With regard to production bases and technologies, the research in this report covers the production time, base distribution, technical parameters, research and development trends, technology sources, and sources of raw materials of major contact center software market companies.

Regarding the analysis of the industry chain, the research of this report covers the raw materials and equipment of contact center software market upstream, downstream customers, marketing channels, industry development trends and investment strategy recommendations. The more specific analysis also includes the main application areas of market and consumption, major regions and Consumption, major Chinese producers, distributors, raw material suppliers, equipment providers and their contact information, industry chain relationship analysis.

The research in this report also includes product parameters, production process, cost structure, and data information classified by region, technology and application. Finally, the paper model new project SWOT analysis and investment feasibility study of the case model.

Overall, this is an in-depth research report specifically for the contact center software industry. The research center uses an objective and fair way to conduct an in-depth analysis of the development trend of the industry, providing support and evidence for customer competition analysis, development planning, and investment decision-making. In the course of operation, the project has received support and assistance from technicians and marketing personnel in various links of the industry chain.

contact center software market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, global presence, production sites and facilities, production capacities, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies’ focus related to contact center software market.

Prominent players in the market are predicted to face tough competition from the new entrants. However, some of the key players are targeting to acquire the startup companies in order to maintain their dominance in the global market. For a detailed analysis of key companies, their strengths, weaknesses, threats, and opportunities are measured in the report by using industry-standard tools such as the SWOT analysis. Regional coverage of key companies is covered in the report to measure their dominance. Key manufacturers of contact center software market are focusing on introducing new products to meet the needs of the patrons. The feasibility of new products is also measured by using industry-standard tools.

Key companies are increasing their investments in research and development activities for the discovery of new products. There has also been a rise in the government funding for the introduction of new contact center software market. These factors have benefited the growth of the global market for contact center software. Going forward, key companies are predicted to benefit from the new product launches and the adoption of technological advancements. Technical advancements have benefited many industries and the global industry is not an exception.

New product launches and the expansion of already existing business are predicted to benefit the key players in maintaining their dominance in the global market for contact center software. The global market is segmented on the basis of region, application, end-users and product type. Based on region, the market is divided into North America, Europe, Asia-Pacific, Latin America and Middle East and Africa (MEA).

In this study, the years considered to estimate the market size of contact center software are as follows:

• History Year: 2019-2020

• Base Year: 2021

• Forecast Year 2022  to 2030

Reasons to Purchase this Report:

- Market segmentation analysis including qualitative and quantitative research incorporating the impact of economic and policy aspects
- Regional and country level analysis integrating the demand and supply forces that are influencing the growth of the market.
- Market value USD Million and volume Units Million data for each segment and sub-segment
- Competitive landscape involving the market share of major players, along with the new projects and strategies adopted by players in the past five years
- Comprehensive company profiles covering the product offerings, key financial information, recent developments, SWOT analysis, and strategies employed by the major market players

Research Methodology:

In-depth interviews and discussions were conducted with several key market participants and opinion leaders to compile the research report.

This research study involved the extensive usage of both primary and secondary data sources. The research process involved the study of various factors affecting the industry, including the government policy, market environment, competitive landscape, historical data, present trends in the market, technological innovation, upcoming technologies and the technical progress in related industry, and market risks, opportunities, market barriers and challenges. The following illustrative figure shows the market research methodology applied in this report.

The study objectives of this report are:

• To analyze and study the global market capacity, production, value, consumption, status (2019-2021) and forecast (2022-2030);
• Focuses on the key manufacturers, to study the capacity, production, value, market share and development plans in future.
• Comprehensive company profiles covering the product offerings, key financial information, recent developments, SWOT analysis, and strategies employed by the major market players
• To define, describe and forecast the market by type, application and region.
• To analyze the global and key regions market potential and advantage, opportunity and challenge, restraints and risks.
• To identify significant trends and factors driving or inhibiting the market growth.
• To analyze the opportunities in the market for stakeholders by identifying the high growth segments.
• To strategically analyze each submarket with respect to individual growth trend and their contribution to the market
• To analyze competitive developments such as expansions, agreements, new product launches, and acquisitions in the market
• To strategically profile the key players and comprehensively analyze their growth strategies.