The new report by Expert Market Research titled, ‘Global Contact Centre Software Market Analysis, Size, Share, Price, Trends, Growth, Report and Forecast 2021-2026’, gives an in-depth analysis of the global contact centre software market, assessing the market based on its segments like components, software types, deployment, enterprise size industry vertical and major regions. The report tracks the latest trends in the industry and studies their impact on the overall market. It also assesses the market dynamics, covering the key demand and price indicators, along with analysing the market based on the SWOT and Porter’s Five Forces models.

The key highlights of the report include:

Market Overview (2017-2027)

• Forecast CAGR (2022-2027): 19.2%

The growing demand to improve customer experience at a lesser cost is driving the contact centre software industry. Enterprises throughout the world are increasingly adopting and investing in technological developments such as big data, analytics, and cloud platforms, which is further driving market growth. The rising omnichannel approach to sales, as well as the growing e-commerce business, are also driving demand for contact centre software. Because of an increasing number of favourable government programmes supporting the adoption of cloud-based technologies and the automation of corporate operations, the market is expected to rise at a healthy rate.

Industry Definition and Major Segments

Contact centre software may help multi-channel and uni-channel call centres manage massive amounts of outgoing and incoming customer communications. The software’s primary job is to route customer contacts to agents while also tracking and reporting crucial analytics about those interactions. Client communication methods include phone calls, VoIP calls, live chat, fax, email, SMS/text, chatbot dialogues, and social media messaging.

The major components of the industry can be divided into:

• Software
• Services

Based on software types, the industry can be segmented into:

• Intelligent Call Routing
• IVR
• Workforce Management
• Reporting and Analytics
• Security Functions
• Intelligent Virtual Assistant
• Others

Based on deployment, the industry can be segmented into:

• On-Premises
• Cloud

By enterprise size, the market is categorised into:

• Small and Medium Enterprises
• Large Enterprise

Based on industry vertical, the industry is segmented into:

• BFSI
• Healthcare
• Retail and E-commerce
• Government and Education
• IT and Telecom
• Travel and Hospitality
• Others

The global regions for contact centre software market include:

• North America
• Europe
• Asia Pacific
• Latin America
• Middle East and Africa

Market Trends

Advanced technologies such as artificial intelligence (AI), predictive analytics, cloud computing, and machine learning are projected to present attractive growth possibilities for the market throughout the forecast period. Customers’ increased usage of social media is expected to move the market ahead throughout the projected period.

Furthermore, the increased integration of new technologies with current ones at the workplace, as well as the fast expanding demand for the adoption of new contact centre software, are likely to fuel the industry’s growth. Smartphone access gives customers worldwide accessibility and also provides contact centre agents with relevant real-time information regardless of their location.

This contributes to the increasing need for mobile-enabled, analytics-powered, and sophisticated contact centre solutions. The growth of the global contact centre software industry is also expected to be driven by a surge in the use of contact centre software among organisations to enhance customer experience through channels, such as voice, video, mobile, web, and social media.

Key Market Players

The major players in the market are Oracle Corporation, ALE International SAS, Avaya Inc., Cisco Systems, Inc., Genesys Telecommunications Laboratories, Inc., among others. The report covers the market shares, capacities, plant turnarounds, expansions, investments and mergers and acquisitions, among other latest developments of these market players.

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Over 3000 EMR consultants and more than 100 analysts work very hard to ensure that clients get only the most updated, relevant, accurate and actionable industry intelligence so that they may formulate informed, effective and intelligent business strategies and ensure their leadership in the market.

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