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What will be the CAGR Value for Contact Center Software Market in 2026?

Contact Center Software Market Size, Share and Global Trend By Component (Solutions & Services), By Organization Size (Large & Small & Medium Enterprises (SMEs)), By Deployment (Cloud & On-Premises), By Vertical (Banking, Financial Services, and Insurance, IT and Telecom, Government, and others), and Geography Forecast till 2026

The report classifies the global contact Center software market on the bases of deployment, organization size, component size, by vertical, and by geography. In terms of deployment, the market is further grouped into on-premise and cloud. On the bases of organization size, the market is classified into small, medium, and large enterprises. By component, the market is segmented into solutions and services.

For more information in the analysis of this report, visit https://www.fortunebusinessinsights.com/industry-reports/contact-center-software-market-100840

The global Contact Center Software market is likely to gain momentum from a rise in the omnichannel communication. Recently, Fortune Business Insights has published a report, titled “Contact Center Software Market: Global Market Analysis, Insights and Forecast, 2019-2026”. As per the report, in 2018, the global contact Center software market was valued at USD 16,750.7 Mn. The market is expected to progress at an astounding CAGR of 14.62% and reach USD 48,010.0 Mn by the end of 2026. The report also states that demand for contact Centers is increasing day by day. This is anticipated to be one of the major drivers for the growth of the global contact Center software market.

Top Players

  • Genesys
  • Alcatel-Lucent Enterprise
  • Huawei Technologies Co. Ltd
  • Avaya Inc.
  • Mitel Corporation
  • Enghouse Interactive Inc.
  • Nice Systems Ltd
  • Cisco Systems
  • SAP SE
  • Microsoft Corporation
  • NEC Corporation
  • Five9 Inc

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Redefined Content Value Likely to Boost the Growth of the Global Market

Contact Centers are used to manage customer service, telemarketing, accounting, debt collection, and other associated operations. They are often operated by external businesses. Recently, numerous efficient channels of communications are available for usage. This has resulted in the evolution of customer preferences and redefined content value.

All these factors are projected to increase the adoption of contact Center software solutions across the globe. Furthermore, competition has also increased in the market. This has caused the organizations to retain a coherent and stable relationship with the customers and safeguard customer loyalty.

Segmentation

1. By Component

  • Solutions
    • Interactive voice response(IVR)
    • Automatic Call Distribution
    • Computer Telephony Integration (CTI)
    • Call Recording
    • Reporting and Analytics
    • Dialer
    • Workforce Optimization
    • Customer Collaboration
    • Others
  • Services
    • Managed
    • Professional
      • Consulting
      • Training and Education
      • Support and Maintenance

2. By Organization Size

  • Large
  • Small & Medium Enterprises (SMEs)

3. By Deployment

  • Cloud
  • On-Premises

4. By Vertical

  • Banking, Financial Services, and Insurance
  • IT and Telecom
  • Government
  • Healthcare
  • Consumer Goods and Retail
  • Travel and Hospitality
  • Media and Entertainment
  • Others

5. By Geography

  • North America (the USA and Canada)
  • Europe (UK, Germany, France, Italy, Spain, and Rest of Europe)
  • Asia Pacific (Japan, China, India, Australia, Southeast Asia and Rest of Asia Pacific)
  • Latin America (Brazil, Mexico and Rest of Latin America)
  • Middle East & Africa (South Africa, GCC and Rest of the Middle East & Africa)

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Constant Research and Development on Applications of Contact Center Software to Lead North America

The global contact Center software is geographically divided into Latin America, Europe, the Middle East and Africa, North America, and Asia Pacific. Amongst these, North America is projected to dominate the global contact Center software market during the forecast period. This will occur because there are several renowned and strong market players that exist in the U.S. These companies are constantly working on the application of contact Center software systems in the private and public organizations.

Asia Pacific, on the other hand, is anticipated to witness notable growth due to the investments of the small and medium organizations. They are investing to increase the adoption of cloud-based and technologically advanced software solutions for contact Centers. Developing countries such as, India and China, in Asia Pacific are projected to hold considerable portions of the global contact Center software market during the forecast period. Advancements in technology is predicted to favor growth of these two countries.

Genesys, 8×8, Inc., and Other Key Players Focus on Strategic Acquisitions and Service Launches to Strengthen their Position

8×8, Inc., a renowned provider of customer engagement solutions and cloud communications, headquartered in the U.S.A., announced the launch of their complete cloud contact Center solution in June 2019. The contact Center provides standalone solutions that include omnichannel, customer journey analytics, ACD, speech analytics, dialer, IVR, quality management, reporting, and surveys under a single platform. Their contact Center is the only existing product in the market that provides a bank for every agent which in turn, gives rise to saving opportunities.

Earlier, in April 2019, Genesys, a seller of call Center technology and customer experience, based in California, declared that it has integrated its three customer experience platforms, namely, PureConnect, PureCloud, and PureEngage with Google cloud contact Center AI. Genesys is one of the first companies to conduct an integration process with Google cloud contact Center AI. It will aid numerous companies to leverage this particular technology through its programs.

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Table of Content

5. Global Contact Center Software Market Analysis, Insights and Forecast, 2015-2026

5.1. Key Findings / Summary

5.2. Market Size Estimates and Forecasts

5.2.1. By Component (Value)

5.2.1.1. Solutions

5.2.1.1.1. Interactive Voice Response (IVR)

5.2.1.1.2. Automatic Call Distribution

5.2.1.1.3. Computer Telephony Integration (CTI)

5.2.1.1.4. Call Recording

5.2.1.1.5. Reporting and Analytics

5.2.1.1.6. Dialer

5.2.1.1.7. Workforce Optimization

5.2.1.1.8. Customer Collaboration

5.2.1.1.9. Others

5.2.1.2. Services

5.2.1.2.1. Professional Services

5.2.1.2.1.1. Consulting

5.2.1.2.1.2. Training and Education

5.2.1.2.1.3. Support and Maintenance

5.2.1.2.2. Managed Services

5.2.2. By Organization Size (Value)

5.2.2.1. Large Enterprises

5.2.2.2. Small and Medium-Sized Enterprises (SMEs)

5.2.3. By Deployment (Value)

5.2.3.1. Cloud

5.2.3.2. On-Premises

5.2.4. By Vertical (Value)

5.2.4.1. Banking, Financial Services, and Insurance (BFSI)

5.2.4.2. IT and Telecom

5.2.4.3. Government

5.2.4.4. Healthcare

5.2.4.5. Consumer Goods and Retail

5.2.4.6. Travel and Hospitality

5.2.4.7. Media and Entertainment

5.2.4.8. Others

5.2.5. By Geography (Value and Volume)

5.2.5.1. North America

5.2.5.2. Europe

5.2.5.3. Asia Pacific

5.2.5.4. Middle East and Africa

5.2.5.5. Latin America

6. North America Contact Center Software Market Analysis, Insights and Forecast, 2015-2026

6.1. Key Findings / Summary

6.2. Market Size Estimates and Forecasts

6.2.1. By Component (Value)

6.2.1.1. Solutions

6.2.1.1.1. Interactive Voice Response (IVR)

6.2.1.1.2. Automatic Call Distribution

6.2.1.1.3. Computer Telephony Integration (CTI)

6.2.1.1.4. Call Recording

6.2.1.1.5. Reporting and Analytics

6.2.1.1.6. Dialer

6.2.1.1.7. Workforce Optimization

6.2.1.1.8. Customer Collaboration

6.2.1.1.9. Others

6.2.1.2. Services

6.2.1.2.1. Professional Services

6.2.1.2.1.1. Consulting

6.2.1.2.1.2. Training and Education

6.2.1.2.1.3. Support and Maintenance

6.2.1.2.2. Managed Services

6.2.2. By Organization Size (Value)

6.2.2.1. Large Enterprises

6.2.2.2. Small and Medium-Sized Enterprises (SMEs)

6.2.3. By Deployment (Value)

6.2.3.1. Cloud

6.2.3.2. On-Premises

6.2.4. By Vertical (Value)

6.2.4.1. Banking, Financial Services, and Insurance (BFSI)

6.2.4.2. IT and Telecom

6.2.4.3. Government

6.2.4.4. Healthcare

TOC Continued….!

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Ruby Arterburn

Ruby is leading the team writing for artificial intelligence. She is a newcomer in the organization and has already made her base and reputation with her hard work and her efficiency towards her field. Being a student of computer science it has become easier for her to understand the objectives and the expected results of this column. She is also an excellent cook, and now and then, and we get the opportunity to taste her deliciously baked cookies.

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