The global contact center transformation market size is expected to reach USD 35.19 billion by 2027, according to a new report by Grand View Research, Inc., expanding at a CAGR of 14.2% over the forecast period. The contact center transformation solutions are allowing agents to efficiently up-sell and cross-sell products in addition to effectively handling a service call. Businesses are widely deploying intelligent call-routing technology as this technology is helping them in prioritizing calls based on the customer profile and agent skills.
Increasing
trend of monitoring business brand on social media channels is expected to fuel
the adoption of contact center transformation solutions by businesses. Also,
businesses are integrating their operations to support customers over social
media channels. This social media channel support offered by businesses is
helping customers in their buying decisions.
There
is an increasing need to drill out actionable insights from information
collected by contact centers. Contact center transformation solutions are
helping businesses in propelling sales by offering actionable insights for
better customer experience. In addition, these solutions also help businesses
in forecasting call volumes and scheduling call-handling skilled agents.
The
COVID-19 pandemic is expected to fuel the development of digitally optimized
contact center, thereby creating growth opportunities for the market. The
contact center transformation solutions are allowing businesses turn insights
into actions with real-time and historical reporting and benchmarking tools.
Furthermore, these solutions leverage multiple real-time and historical reports
to make informed and timely decisions.
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Contact Center
Transformation Market Report Highlights
- The
omnichannel routing segment is expected to witness significant growth over
the forecast period, as this solution helps businesses in automating
workflows and delivering fast and personalized services to their customers
- Managed
services offer a wide range of services to contact centers, such as
resource engagement, strategic business partnership, and end to end
customer engagement. These services are helping business in enhancing
their customer experience, thereby accelerating the segment growth
- Numerous
end-use industries are focusing on adopting hosted or cloud-based
solutions owing to various benefits it offers, such as faster deployment,
improved flexibility, and better scalability
- The small and
medium enterprises segment is expected to emerge as the fastest growing
segment. Increasing adoption of cloud-based solutions by small &
medium enterprises allow them to integrate their different business tools
together to create one efficient platform. This, in turn, is significantly
helping small and medium enterprises in improving efficiency and
productivity
- The consumer
goods and retail industry is focusing on adopting new business models to
address customer needs by offering differentiated user experience. The
consumer goods and retail contact centers are offering customers with
various convenient ways of communication and providing personalized
services, thereby fueling the segment demand
- The growing
number of small and medium enterprises coupled with the technological
advancements in Asia Pacific is expected to create growth opportunities
for the contact center transformation market in the region
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Contact Center
Transformation Market Segmentation
Grand View Research has
segmented the global contact center transformation market on the basis of
solution, service, deployment, enterprise size, end use, and region:
Contact Center
Transformation Solution Outlook (Revenue, USD Million, 2016 - 2027)
- Omnichannel Routing
- Real Time Repotting & Analytics
- Social Media Analytics
- Visual Network Analytics
- Voice Biometrics
- Workforce Engagement
- Others
Contact Center
Transformation Service Outlook (Revenue, USD Million, 2016 - 2027)
- Integration & Deployment
- Support & Maintenance
- Training & Consulting
- Managed Services
Contact Center
Transformation Deployment Outlook (Revenue, USD Million, 2016 - 2027)
- Hosted
- On-premise
Contact Center
Transformation Enterprise Size Outlook (Revenue, USD Million, 2016 - 2027)
- Large Enterprises
- Small & Medium Enterprises
Contact Center
Transformation End-use Outlook (Revenue, USD Million, 2016 - 2027)
- BFSI
- Consumer Goods & Retail
- Government
- Healthcare
- IT & Telecom
- Travel & Hospitality
- Others
Contact Center
Transformation Regional Outlook (Revenue, USD Million, 2016 - 2027)
- North America
- U.S.
- Canada
- Europe
- Germany
- Spain
- U.K.
- Asia Pacific
- China
- India
- Japan
- Latin America
- Brazil
- Middle East & Africa
List of Key
Players of the Contact Center Transformation Market
- Aculab
- AGC Networks Ltd.
- AT&T Inc.
- Cisco Systems, Inc.
- Five9, Inc.
- Genesys
- Metaswitch Networks
- Mitel Networks Corp.
- RingCentral, Inc.
- SAP SE
- Talkdesk, Inc.
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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