According to IMARC Group’s latest report, titled “Contact Center Software Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2021-2026”, the global contact center software market exhibited strong growth during 2015-2020. Contact center software is a telecommunication system that organizations use to communicate with their customers and optimize inbound and outbound operations. It facilitates smooth interactions through numerous channels, such as video, voice, chatbot conversations, mobile applications, social media, etc. Contact center software also supports real-time call monitoring, analysis, reporting, etc., through a centralized platform. It is usually available in on-premises, hosted, and cloud-based variants and is extensively used by uni- and multi-channel call centers. Besides this, contact center software is highly cost-effective and provides improved visibility and operational control to enterprises.
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A significant growth of the global telecommunications industry, along with the escalating need for business process automation solutions, is currently driving the global market for contact center software. Moreover, the rising product adoption across multiple sectors, including healthcare, information technology (IT), retail, banking, financial services and insurance (BFSI), media, education, etc., is also providing a thrust to the market growth. Furthermore, various technological advancements, including the integration of the Internet of Things (IoT), artificial intelligence (AI), machine learning (ML), etc., with contact center software, are catering to the dynamic consumer requirements. Numerous other factors, like the growing utilization of call center services by large- and medium-sized organizations and extensive R&D activities are further anticipated to stimulate the market growth during the forecast period. Looking forward, IMARC Group expects the market to grow at a CAGR of 20.3% during 2021-2026.
As the novel coronavirus (COVID-19) crisis takes over the world, we are continuously tracking the changes in the markets, as well as the industry behaviors of the consumers globally and our estimates about the latest market trends and forecasts are being done after considering the impact of this pandemic.
Competitive Landscape with Key Players:
- Aspect Software
- Avaya Inc.
- Cisco Systems Inc.
- Enghouse Interactive Inc.
- Five9 Inc.
- Genesys
- International Business Machines Corporation
- NEC Corporation
- Oracle Corporation
- SAP SE
- Unify Inc. (Atos SE).
Market Segmentation:
Breakup by Component:
- Solution
- Automatic Call Distribution (ACD)
- Call Recording
- Computer Telephony Integration (CTI)
- Customer Collaboration
- Dialer
- Interactive Voice Responses (IVR)
- Others
- Service
- Integration and Deployment
- Support and Maintenance
- Training and Consulting
- Managed Services
Breakup by Deployment Mode:
- On-premises
- Cloud-based
Breakup by Enterprise Size:
- Large Enterprise
- Small and Medium Enterprise
Breakup by End Use:
- BFSI
- Consumer Goods and Retail
- Government
- Healthcare
- IT and Telecom
- Travel and Hospitality
- Others
Breakup by Region:
- North America (United States, Canada)
- Europe (Germany, France, United Kingdom, Italy, Spain, Others)
- Asia Pacific (China, Japan, India, Australia, Indonesia, Korea, Others)
- Latin America (Brazil, Mexico, Others)
- Middle East and Africa (United Arab Emirates, Saudi Arabia, Qatar, Iraq, Others)
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Key highlights of the report:
- Market Performance (2015-2020)
- Market Outlook (2021-2026)
- Market Trends
- Market Drivers and Success Factors
- The Impact of COVID-19 on the Global Market
- Value Chain Analysis
- Structure of the Global Market
- Comprehensive mapping of the competitive landscape
If you need specific information that is not currently within the scope of the report, we will provide it to you as a part of the customization.
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IMARC’s information products include major market, scientific, economic and technological developments for business leaders in pharmaceutical, industrial, and high technology organizations. Market forecasts and industry analysis for biotechnology, advanced materials, pharmaceuticals, food and beverage, travel and tourism, nanotechnology and novel processing methods are at the top of the company’s expertise.
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