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The global contact center software market exhibited strong growth during 2015-2020. Looking forward, IMARC Group expects the market to grow at a CAGR of 20.3% during 2021-2026. Keeping in mind the uncertainties of COVID-19, we are continuously tracking and evaluating the direct as well as the indirect influence of the pandemic on different end use industries. These insights are included in the report as a major market contributor.
Contact center software is a telecommunication system used by organizations to communicate with their customers and optimize inbound and outbound operations. It enables smooth interactions through numerous channels, including video, voice, live web chats, chatbot conversations, mobile applications and social media. The software also offers real-time call monitoring, analysis and reporting through a centralized platform. It is commonly available in on-premises, hosted and cloud-based or virtual variants and is widely used by uni- and multi-channel call centers. It is also highly cost-effective and provides enhanced visibility and operational control to the enterprises.
Significant growth in the telecommunications industry across the globe, along with the increasing requirement for business process automation solutions, is one of the key factors creating a positive outlook for the market. Furthermore, widespread product adoption across various industries, including healthcare, information technology (IT), retail, banking, financial services and insurance (BFSI), media and education, is providing a thrust to the market growth. Contact center software is extensively used for workforce optimization, virtual communications, interactive voice response, fraud management, reporting and analytics and maintaining network security. Additionally, various technological advancements, such as the integration of the Internet of Things (IoT), artificial intelligence (AI), machine learning (ML), big data and cloud computing solutions, with the contact center software to cater to the dynamic consumer requirements, are contributing to the market growth. Other factors, including increasing utilization of call centers services by large- and medium-sized organizations, especially in the developing economies, along with extensive research and development (R&D) activities, are anticipated to drive the market toward growth.
IMARC Group provides an analysis of the key trends in each sub-segment of the global contact center software market report, along with forecasts for growth at the global, regional and country level from 2021-2026. Our report has categorized the market based on region, component, deployment mode, enterprise size and end use.
Breakup by Component:
Breakup by Deployment Mode:
Breakup by Enterprise Size:
Breakup by End Use:
Breakup by Region:
The competitive landscape of the industry has also been examined along with the profiles of the key players being Aspect Software, Avaya Inc., Cisco Systems Inc., Enghouse Interactive Inc., Five9 Inc., Genesys, International Business Machines Corporation, NEC Corporation, Oracle Corporation, SAP SE and Unify Inc. (Atos SE).
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