Contact Center Software Market Research Report

Contact Center Software Market:

As per GMI Research's latest analysis, Global Contact Center Software Market reveals that the market is slated to register a significant CAGR over the forecast period. This is attributed to the increasing requirement to capture dynamic customer needs and the growing omnichannel communication.

Contact Center Software Market’s leading Manufacturers:

·         8×8, Inc.

·         3CLogic

·         Ameyo

·         ALE International

·         Aspect

·         BT

·         Enghouse Interactive

·         Cisco

·         Avaya Inc.

·         Genesys

Contact Center Software Market Dynamics (including market size, share, trends, growth, forecast, and industry analysis)

Key Drivers

The increasing requirement to capture dynamic customer needs and the growing omnichannel communication are the primary factors surging the growth of the contact center software market size. Furthermore, the continuous technological advancements in the field of customer relationship management (CRM) and the integration of artificial intelligence (AI) and machine learning into business processes are further boosting the growth of the contact center software market share in terms of revenue. Moreover, companies are emphasizing on introducing stack technologies into their business process as it enables agents to address customer queries and issues in a consistent way across all communication channels. This is allowing businesses to enhance operational performance and customer loyalty. These factors will propel the growth of the global contact center software market.

The increasing emphasis on giving an omnichannel customer experience has allowed customers to reach out for help across every channel. It enables executives to simply move between channels so that they can aid their customers effectively. Buyers are now preferring cloud-based systems owing to their numerous advantages, such as the decreased maintenance charges, reduced installation time and cost, and better flexibility. All these factors are stimulating market growth.

Organization Size Segment Drivers

Based on the organization size, the large enterprises is expected to increase at a faster CAGR over the coming years. these companies have their customers across various regions and account for high technical expertise, effective business strategies, and market shares. For example, enterprises, including Icuise and McDonalds, use contact center software to improve customer experience. These companies are heavily investing in new technologies to effectively run their business. In addition to this, the high adoption of contact center software by large companies has become an important part of handling their position in the highly competitive market. All these factors will bolster the growth of the global contact center software market.

Contact Center Software Market Segmentation:

Segmentation by Component:

·         Solution

o    Automatic Call Distribution (ACD)

o    Call Recording

o    Computer Telephony Integration (CTI)

o    Customer Collaboration

o    Dialer

o    Interactive Voice Responses (IVR)

o    Reporting & Analytics

o    Workforce Optimization

o    Others

·         Services

o    Integration & Deployment

o    Support & Maintenance

o    Training & Consulting

o    Managed Services

Segmentation by Deployment Type:

·         Cloud

·         On-Premises

Segmentation by Organization Size:

·         Large Enterprises

·         Small & Medium-Sized Enterprises

Segmentation by Vertical:

·         BFSI

·         Consumer Goods & Retail

·         Healthcare

·         IT & Telecom

·         Government

·         Travel & Hospitality

·         Media & Entertainment

·         Others

Segmentation by Region:

·         North America

o   United States of America

o   Canada

·         Asia Pacific

o   China

o   Japan

o   India

o   Rest of APAC

·         Europe

o   United Kingdom

o   Germany

o   France

o   Spain

o   Rest of Europe

·         RoW

o   Brazil

o   South Africa

o   Saudi Arabia

o   UAE

o   Rest of the world (remaining countries of the LAMEA region)

About GMI Research

GMI Research is one of the leading market research and consulting company that offers consulting services, syndicated research reports, and customized market research reports. We help our client to make informed business decisions and provide market intelligence studies related to the various industries such as automotive, energy, healthcare, chemicals, technology, and other sectors. Our research teams include seasoned analysts and researchers have hands-on experience in every regions, including Asia-pacific, Europe, North America, and the Rest of the World. Our market research report provides in-depth analysis, which contains refined forecasts, a bird's eye view of the competitive landscape, factors impacting the market growth, and several other market insights to aid companies in making strategic decisions. Featured in the ‘Top 20 Most Promising Market Research Consultants’ list of Silicon India Magazine in 2018, we at GMI Research are always looking forward to help our clients to stay ahead of the curve.

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