Contact Center Software Market Worth $149.58 Billion By 2030

The global contact center software market size was valued at USD 23.94 billion in the year 2021 and is slated to value at USD 149.58 by 2030, exhibiting a CAGR of 23.2% from 2022 to 2030. Emerging technologies like cloud, AI, machine learning, and predictive analysis are likely to boost contact center capabilities. The surging awareness of consumer rights has led to the growth of customer queries across various industries. The growing awareness among people regarding consumer rights has led to rising consumer queries. The customer-service-oriented sectors like BFSI, healthcare, retail, and a number of others are heavily investing in contact center software to improve the customer experience and ensure client retention.

Technological advancements have allowed customers to reach companies through a number of accessible platforms like video chats, phone calls, emails, and even social media. Omni-channel solutions are offered by contact center solutions to reach customers through a number of channels.

During the COVID-19 pandemic, in order to deal with social distancing-led crises, businesses across the globe adopted the work-from-home format in large numbers. This strategy had a considerable impact on the need for contact center services in a number of sectors. Additionally, due to pandemic complications, businesses witnessed unexpected behavioral changes among consumers thus guiding the need for a suitable consumer handling mechanism. Consumers demand an immediate solution to their queries. Thus, most enterprises moved their customer support to the cloud.

All in all, with customers communicating with organizations via digital communication channels like video, live chats, phone calls, etc. with the help of omnichannel solutions, contact center software provides personalized communication to customers, thus boosting satisfaction. This technology is capable of reducing the cost of consumer service while increasing the improved number of consumer complaints. The presence of service providers across all channels helps in building client trust. In addition to this, it also offers real-time insights into customers across channels to the agents who interact with them. This allows the agent to develop stronger customer relationships and offer an improved customer experience.

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Contact Center Software Market Report Highlights

• Based on the type of solution, IVR dominated the segment accounting for 22% of the total market revenue share in 2021. IVR carries the ability to enhance an agent’s capabilities by understanding the needs of the customers. This helps in understanding what the customers want, thus enhancing the outcomes of the business.

• With respect to deployment, the cloud segment led the contact center software market growth due to the increasing demand for advanced technologies that help reduce the cost of operations along with being an effective consumer handling tool. With growing internet penetration and the demand of companies to switch to automated customer handling processes, the cloud contact center software market is projected to record commendable growth.

• Considering the size of the enterprise, large enterprises led the segment accounting for 57% of market revenue in the year 2021. These enterprises hold a comparatively large consumer base and hence tend to invest in advanced technologies such as contact center software to not only automate customer services but also ensure that there is customer retention.

• Small and medium-sized enterprises are also likely to register notable gains during the period in focus as they are adopting advanced solutions as a part of their efforts to reduce the burden of carrying out monotonous tasks while focusing on organizational development.

• Regionally speaking, North America has emerged as a profitable belt for contact center software providers accounting for 36% of the revenue share in the year 2021. The presence of a robust IT sector in the region along with the demand for updated technology such as big data and AI, contact center technology has found an important use in industries like healthcare, BFSI, retail, and a number of others.

• Asia Pacific is projected to emerge as a notable contact center software hotbed in the years to come supported by economic development in the region and the growing prominence of the IT industry in countries like India, South Korea, Japan, and China. Efforts taken by the government in the region to adopt advanced technologies like cloud systems and automation of business will continue to drive regional market growth. 

Contact Center Software Market Report Segments

Contact Center Software Solution Outlook (Revenue, USD Million, 2017 - 2030)
    • Automatic Call Distribution (ACD)
    • Call Recording
    • Computer Telephony Integration (CTI)
    • Customer Collaboration
    • Dialer
    • Interactive Voice Responses (IVR)
    • Reporting & Analytics
    • Workforce Optimization
    • Others

Contact Center Software Service Outlook (Revenue, USD Million, 2017 - 2030)
    • Integration & Deployment
    • Support & Maintenance
    • Training & Consulting
    • Managed Services

Contact Center Software Deployment Outlook (Revenue, USD Million, 2017 - 2030)
    • Hosted
    • On-premise

Contact Center Software Enterprise Size Outlook (Revenue, USD Million, 2017 - 2030)
    • Large Enterprise
    • Small & Medium Enterprise

Contact Center Software End Use Outlook (Revenue, USD Million, 2017 - 2030)
    • BFSI
    • Consumer Goods & Retail
    • Government
    • Healthcare
    • IT & Telecom
    • Travel & Hospitality
    • Others

Contact Center Software Regional Outlook (Revenue, USD Million, 2017 - 2030)
    • North America
        • U.S.
        • Canada
    • Europe
        • Germany
        • U.K.
        • Spain
    • Asia Pacific
        • China
        • India
        • Japan
    • Latin America
        • Brazil
    • Middle East & Africa

List of Key Players in Contact Center Software Market
    • 8X8, Inc.
    • ALE International
    • Altivon
    • Amazon Web Services, Inc.
    • Ameyo
    • Amtelco
    • Aspect Software
    • Avaya Inc.
    • Avoxi
    • Cisco Systems, Inc.
    • Enghouse Interactive Inc.
    • Exotel Techcom Pvt. Ltd.
    • Five9, Inc.
    • Genesys
    • Microsoft Corp.
    • NEC Corp.
    • SAP SE
    • Spok, Inc.
    • Talkdesk, Inc.
    • Twilio Inc.
    • UiPath
    • Unify Inc.
    • VCC Live