Global Contact Centre Software Market Trends, Applications, Analysis, Growth, and Forecast: 2018 to 2027

MarketResearch.biz delivers in-depth insights on the global contact centre software market in its upcoming report titled, “Global Contact Centre Software Market Trends, Applications, Analysis, Growth, and Forecast: 2018 to 2027”. The global contact centre software market is estimated to register a CAGR of X.X% in terms of value during forecast period 2018–2027. The report offers in-depth insights, revenue details, and other vital information regarding the target market, and the various trends, drivers, restraints, opportunities, and threats till 2026. The report offers insightful and detailed information regarding the various key players operating in the market, their financials, supply chain trends, technological innovations, key developments, apart from future strategies, acquisitions & mergers, and market footprint. The global contact centre software market report has been segmented on the basis of solution type, service type, deployment type, verticals and region.

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In the customer dominant market every customer wants their issues and concerns to be resolved in the quickest possible time. This is primarily due to fact that customers are now more informed, and have varieties of options to choose from. This has brought an evolution in customer service. The market has become, more saturated and competitive, companies are coming up with different strategies to acquire and retain customers. Over the past years, online platform has made it easy and flexible for customers to switch because substitute is waiting just a click away. With the launch of the various mobile apps, various digital start-ups have been coming up and taking customers away from long existing organisations, competition too intense. Because competition for customers is always high, customer service or customer experience have become a key factor to attract and retain customers.  This has generated contact center, as the primary touchpoint for customers at B2C businesses. New technological investments are made to retain customers, and increase overall customer lifetime value. A contact center manages customers with both voice calls and data applications such as e-mail, Web-based chat/instant messaging, and also included the capability to share Web pages sent to and from the customer.  A contact centre also knowns as customer interaction   is a central point of contact from which all customer contacts are managed. The contact center includes one or more call centers, but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management strategy.

The key factors which is driving the growth of contact center are contextual communications which has made contact between customers and companies driven by the context, Omni channel conversations interactions which means a continuous conversation regardless of which channel is used for each interaction and artificial intelligence in which chatbots supports the conversations with the customers rather than customer service agents. In addition, adoption of cloud services which is shifting capital expenditure to operating expenditure, avoiding costly infrastructure is another factor contributing to the growth of the market. However, rising concerns about customer security, poor cross-departmental collaboration are the factors may result as the factors that inhibit the growth of the market.

Currently, the market in North America dominates the global contact center software market in terms of revenue. The market in Asia Pacific is projected to have fastest growth with highest CAGR, owing to increasing adoption of contact center software and cloud services in the region.

Segmentation on the basis of solutions

• Interactive Voice Response (IVR)
• Call routing
• Automatic Call Distribution (ACD)
• Computer Telephony Integration (CTI)
• Customer collaboration
• Dialler
• Reporting and analytics
• Workforce optimization
• Call recording
• Others (Compliance, and Voicemail and Messaging)

Segmentation on the basis of service type

• Professional Services
• Managed Services

Segmentation on the basis of deployment type

• Cloud-based
• On-Premises

Segmentation on the basis of verticals

• Banking, Financial Services, and Insurance (BFSI)
• Retail and Consumer Goods
• IT and Telecom
• Healthcare
• Travel and Hospitality
• Government
• Media and Entertainment
• Others (Education, and Transportation and Logistics)

Segmentation on the basis of region:

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

• Genesys Telecommunications Laboratories, Inc.
• Cisco Systems
• Avaya Inc.
• Mitel Networks Corporation
• Enghouse Interactive
• SAP SE
• Five9, Inc.
• Huawei Technologies Co., Ltd.
• Alcatel-Lucent Enterprise
• Oracle Corporation