The global contact center software market size is expected to
reach USD 47.76 billion by 2025, according to a new report by Grand View
Research, Inc. Increasing consumer base and high adoption rate of cloud-based
services, social media, and mobile analytics among various industry sectors is
projected to boost the growth.
Rapid technological advancements resulted
in introduction of the Business Process Automation (BPA), thereby, reducing the
workload of customer care representatives. The availability of Interactive
Voice Response (IVR) and Automatic Call Distribution (ACD) software has
resulted in an increase in productivity of customer-centric organizations.
Increased adoption of cloud-based
contact center services has empowered organizations in reinforcing the security
of customers’ confidential information through web security and centralized
database. Additionally, cloud-based contact center services provide multiple
customer point of contact, which allow access to the necessary data from
anywhere and at any time across the globe.
With the competition intensifying over
the years, it has become crucial for organizations to maintain stable and
consistent relationships with their customers and ensure customer loyalty.
Various companies are extensively adopting contact center software to improve
customer satisfaction levels and their experience over the inquiry call.
Browse full research report on Contact Center Software Market: https://www.grandviewresearch.com/industry-analysis/contact-center-software-market
Further key findings from the report suggest:
- The customer collaboration segment is projected to expand at
a CAGR of 25.7% from 2019 to 2025 due to the growing use of the solution
for engaging customers through social media platforms
- The Interactive Voice Response (IVR) software segment is
expected to hold the largest market share by 2025, owing to features such
as reduced amount of call drops and better customer satisfaction levels
- Technical advancements in communication and collaboration
application result in an increased demand for training and consulting
services, as professionals and customers are required to be trained to
understand and get knowledge about new applications. The segment is
projected to grow at a CAGR 19.3% over the forecast period
- The hosted deployment segment is expected to witness
increased demand over the forecast period on account of benefits such as
ease of deployment, accessibility from anywhere anytime, and simplicity in
integration with other systems. The segment is anticipated to reach USD
22.64 billion by 2025
- Numerous large enterprises have adopted contact center
solutions to efficiently manage the vast database of customers; thereby
driving the demand for contact center solutions in large enterprises over
the forecast period
- Demand for contact center software and services in the retail
segment is driven by the rising need among organizations to ensure
satisfaction of customers and overcome challenges involved in customer
retention processes
- Asia Pacific is projected to witness considerable growth and
reach USD 10,489.0 million by 2025, owing to the rapid digitization and
industrialization initiatives undertaken by the government in this region.
- Major players operating in the contact center software market
include Avaya, Inc.; SAP SE; Enghouse Interactive; Five9, Inc.; Mitel
Corporation; Alcatel Lucent Enterprise; Cisco Systems; and Unify, Inc.
Browse
request sample of this report by Grand View Research: https://www.grandviewresearch.com/industry-analysis/contact-center-software-market/request/rs1
Grand View Research has segmented the global contact center
software market based on solution, service, deployment, enterprise size, end
use, and region:
Contact Center Software Solution Outlook (Revenue, USD Million,
2014 - 2025)
- 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,
2014 - 2025)
- Integration
& Deployment
- Support
& Maintenance
- Training
& Consulting
- Managed
Services
Contact Center Software Deployment Outlook (Revenue, USD Million,
2014 - 2025)
- Hosted
- On-premise
Contact Center Software Enterprise Size Outlook (Revenue, USD
Million; 2014 - 2025)
- Large
Enterprise
- Small
& Medium Enterprise
Contact Center Software End Use Outlook (Revenue, USD Million,
2014 - 2025)
- Banking,
Financial Services, and Insurance (BFSI)
- Consumer
Goods & Retail
- Government
- Healthcare
- IT
& Telecom
- Traveling
& Hospitality
- Others
Contact Center Software Regional Outlook (Revenue, USD Million,
2014 - 2025)
- North
America
- U.S.
- Canada
- Europe
- Germany
- U.K.
- Asia
Pacific
- China
- India
- Japan
- Latin
America
- Brazil
- Middle
East & Africa
About
Grand View Research
Grand View Research, Inc. is a U.S.
based market research and consulting company, registered in the State of
California and headquartered in San Francisco. The company provides syndicated
research reports, customized research reports, and consulting services. To help
clients make informed business decisions, we offer market intelligence studies
ensuring relevant and fact-based research across a range of industries, from
technology to chemicals, materials and healthcare.
For
more info visit @ https://www.grandviewresearch.com
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