The report classifies the global contact centre 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.
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The global Contact Centre Software market is likely to gain momentum from a rise in the omnichannel communication. Recently, Fortune Business Insights has published a report, titled “Contact Centre Software Market: Global Market Analysis, Insights and Forecast, 2019-2026”. As per the report, in 2018, the global contact centre 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 centres is increasing day by day. This is anticipated to be one of the major drivers for the growth of the global contact centre software market.
- 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 centres 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 centre 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.
1. By Component
- Interactive voice response(IVR)
- Automatic Call Distribution
- Computer Telephony Integration (CTI)
- Call Recording
- Reporting and Analytics
- Workforce Optimization
- Customer Collaboration
- Training and Education
- Support and Maintenance
2. By Organization Size
- Small & Medium Enterprises (SMEs)
3. By Deployment
4. By Vertical
- Banking, Financial Services, and Insurance
- IT and Telecom
- Consumer Goods and Retail
- Travel and Hospitality
- Media and Entertainment
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 Centre Software to Lead North America
The global contact centre 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 centre 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 centre 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 centres. Developing countries such as, India and China, in Asia Pacific are projected to hold considerable portions of the global contact centre 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 centre solution in June 2019. The contact centre 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 centre 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 centre 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 centre AI. Genesys is one of the first companies to conduct an integration process with Google cloud contact centre 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)
220.127.116.11.1. Interactive Voice Response (IVR)
18.104.22.168.2. Automatic Call Distribution
22.214.171.124.3. Computer Telephony Integration (CTI)
126.96.36.199.4. Call Recording
188.8.131.52.5. Reporting and Analytics
184.108.40.206.7. Workforce Optimization
220.127.116.11.8. Customer Collaboration
18.104.22.168.1. Professional Services
22.214.171.124.1.2. Training and Education
126.96.36.199.1.3. Support and Maintenance
188.8.131.52.2. Managed Services
5.2.2. By Organization Size (Value)
184.108.40.206. Large Enterprises
220.127.116.11. Small and Medium-Sized Enterprises (SMEs)
5.2.3. By Deployment (Value)
5.2.4. By Vertical (Value)
18.104.22.168. Banking, Financial Services, and Insurance (BFSI)
22.214.171.124. IT and Telecom
126.96.36.199. Consumer Goods and Retail
188.8.131.52. Travel and Hospitality
184.108.40.206. Media and Entertainment
5.2.5. By Geography (Value and Volume)
220.127.116.11. North America
18.104.22.168. Asia Pacific
22.214.171.124. Middle East and Africa
126.96.36.199. 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)
188.8.131.52.1. Interactive Voice Response (IVR)
184.108.40.206.2. Automatic Call Distribution
220.127.116.11.3. Computer Telephony Integration (CTI)
18.104.22.168.4. Call Recording
22.214.171.124.5. Reporting and Analytics
126.96.36.199.7. Workforce Optimization
188.8.131.52.8. Customer Collaboration
184.108.40.206.1. Professional Services
220.127.116.11.1.2. Training and Education
18.104.22.168.1.3. Support and Maintenance
22.214.171.124.2. Managed Services
6.2.2. By Organization Size (Value)
126.96.36.199. Large Enterprises
188.8.131.52. Small and Medium-Sized Enterprises (SMEs)
6.2.3. By Deployment (Value)
6.2.4. By Vertical (Value)
184.108.40.206. Banking, Financial Services, and Insurance (BFSI)
220.127.116.11. IT and Telecom
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