- Automatic Call Distribution (ACD)
- Call Recording
- Computer Telephony Integration (CTI)
- Customer Collaboration
- Interactive Voice Responses (IVR)
- Reporting & Analytics
- Workforce Optimization
Contact Center Software Market size was valued at USD 37,527.1 million in 2022 and is expected to grow at a CAGR of 19.6% from 2023 to 2029. The global market provides a detailed overview of the global contact center software market, and that can be segmented by solution, by service, by deployment, by enterprise, and by end user. By solution, the global contact center software market has been segmented into Automatic Call Distribution (ACD), Call Recording, Computer Telephony Integration (CTI), Customer Collaboration, Dialer, Interactive Voice Responses (IVR), Reporting and analytics, Workforce Optimization, and Others. The interactive voice responses (IVR) Contact center software segment is likely to be the largest and fastest-growing segment in terms of type. Based on Service, the global contact center software market is segmented into Integration and deployment, Support and maintenance, Training and consulting and Managed Services. Among these, the integration and deployment segment is expected to have the fastest-growing market during the forecast period. Based on deployment, the global contact center software market is segmented into Hosted and On-premise. The on-premises segment accounts for the largest share in 2021. Hosted segment is the second-largest share during the forecast period. Based on the enterprise, the segment has been segregated into Large Enterprises and Small & Medium Enterprise (SME). The large enterprise segment is expected to dominate other segments in the global contact center software market. The small and medium enterprise segment is expected to witness the highest CAGR during the forecast period.
Fastest Growing Market
Growing demand for automating customer care services and advanced technologies such as Artificial Intelligence (AI) and machine learning technologies are anticipated to propel the market growth over the forecast years. Moreover, the increasing preference for cloud-based contact center solutions is burgeon the market growth over the forecast years.
The contact center software market size was valued at USD 37,527.1 million in 2022
The contact center software market key players are: 3CLogic (US) Alcatel-Lucent Enterprise (France) Ameyo (Drishti-Soft; India) Aspect Software (US) Avaya (US) BT (England) Cisco (US) Enghouse Interactive (US) Fenero (US) Five9 (US) Genesys (US) Huawei (China) IBM (US) Mitel (Canada)
The contact center software market has been classified into North America, Asia Pacific, Europe, Latin America, Middle East and Africa, and the rest of MEA.