Contact Center Software Market Report 2021-26: Global Industry Trends, Size, Share, Growth, Opportunities, and Forecast


Contact Center Software Market

Looking ahead, IMARC Group expects the market to grow at a CAGR of 20.3% during the period 2021-2026.

SHERIDAN, WYOMING, USA, Oct 12, 2021 / – According to IMARC Group’s latest report, titled “Contact Center Software Market Report: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2021-2026 ”, the global contact center software market has shown strong growth during the period 2015-2020. Contact center software is a telecommunications system that organizations use to communicate with their customers and optimize inbound and outbound operations. It facilitates smooth interactions through many channels, such as video, voice, chatbot conversations, mobile apps, social media, etc. Contact center software also supports monitoring, analysis, reporting, etc. real-time calls, via a centralized platform. It is typically available in on-premises, hosted, and cloud-based variants and is widely used by uni and multi-channel call centers. On top of that, contact center software is very cost effective and provides improved visibility and operational control to businesses.

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Significant growth in the global telecommunications industry, along with the growing need for business process automation solutions, is currently driving the global contact center software market. Additionally, the growing adoption of products across multiple industries including healthcare, information technology (IT), retail, banking, financial services and insurance (BFSI), media, education, etc., is also driving the growth of the market. In addition, various technological advancements including the integration of Internet of Things (IoT), Artificial Intelligence (AI), Machine Learning (ML), etc. with contact center software, meet the dynamic needs of consumers. Numerous other factors such as increasing usage of call center services by large and medium-sized enterprises and extensive R&D activities are further expected to drive the market growth during the forecast period. Looking ahead, IMARC Group expects the market to grow at a CAGR of 20.3% during the period 2021-2026.

As the novel coronavirus (COVID-19) crisis takes over the world, we are constantly monitoring changes in the markets, as well as the industrial behaviors of consumers around the world and our estimates on the latest market trends and forecasts are made afterwards. examining the impact of this pandemic.

Competitive landscape with key players:

Appearance software
Avaya Inc.
Cisco Systems Inc.
Enghouse Interactive Inc.
Five9 Inc.
International Business Machines Corporation
NEC Company
Oracle Corporation
Unify Inc. (Atos SE).

Market segmentation :

Breakdown by component:

Automatic call distribution (ACD)
Call recording
Integration of computer telephony (CTI)
Customer collaboration
Interactive voice responses (IVR)
Integration and deployment
Assistance and maintenance
Training and advice
Managed Services

Breakdown by deployment mode:

On the site
Cloud based

Breakdown by company size:

Big business
Small and medium-sized enterprise

Breakdown by end use:

Consumer goods and retail
Health care
IT and Telecom
Travel and hospitality

Breakdown 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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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
Global market structure
Complete 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 part of the customization.

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About Us

The IMARC group is a leading market research company providing management strategies and market research worldwide. We partner with clients across industries and regions to identify their most exciting opportunities, address their most critical challenges and transform their businesses.

IMARC’s information products include key business, scientific, economic and technological developments for business leaders in the biotechnology, advanced materials, pharmaceuticals, food and beverage, travel and tourism industries and nanotechnologies. We also provide cost model and manufacturing configuration project reports through Syndicated Analytics, a subsidiary of IMARC Group.

Our offerings include comprehensive market information in the form of research reports, production cost reports, feasibility studies and consulting services. Our team, which includes experienced researchers and analysts from a variety of industries, is dedicated to delivering high-quality data and information to our customers, ranging from small and medium-sized businesses to Fortune 1000 companies.

Elena Anderson
IMARC Services Private Limited
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Margie D. Carlisle