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Explore contact center software market expected to be worth 29.13 billion USD by 2022

IT Market Research

The contact center software market size is expected to grow from USD 15.29 billion in 2017 to USD 29.13 billion by 2022, at a Compound Annual Growth Rate (CAGR) of 13.8%. Enhanced customer experience through multiple channels, such as voice, video, web, and social media has led to the adoption of contact center software. However, the high initial investment incurred when integrating new age solutions with legacy systems is one of the major restraints for the contact center software market.

“Contact Center Software Market By Solution (Customer Collaboration, Dialers, ACS, IVR, CTI, Workforce Optimization, Reporting, And Analytics), Service, Deployment Type (On-Premises And Cloud), Organization Size, Vertical, And Region”.

Contact Center Software Market by Solution (Customer Collaboration, Dialers, ACS, IVR, CTI, Workforce Optimization, Reporting, and Analytics), Service, Deployment Type (On-Premises and Cloud), Organization Size, Vertical, and Region - Global Forecast to 2022

Seamless customer experience and automation of inbound and outbound processes are driving the contact center software market

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Retail and consumer goods vertical is expected to grow at the highest CAGR during the forecast period

The retail and consumer goods vertical is expected to grow at the highest CAGR during the forecast period. The vertical is becoming more customers centric with its continuous focus on leveraging internet technology.

Organizations in the vertical have adopted a strategy of managing business operations globally and working locally on the development and pre-production sanction of products.

Contact center software empower organizations to reach customers and manage their queries through multiple touch points, such as voice, video, web, mobile, and social media. Furthermore, contact center software provide opportunity to organizations to cross-sell and upsell products and services to customers by facilitating effective communication through multiple channels.

The contact center software market ecosystem comprises major vendors, such as Genesys Telecommunications Laboratories, Inc.(US), Cisco Systems (US), Avaya Inc. (US), Mitel Networks Corporation (Canada), Enghouse Interactive (US), SAP SE (Germany), Five9, Inc (US), Huawei Technologies Co., Ltd. (China), Alcatel-Lucent Enterprise (France), Oracle Corporation (US), 8x8, Inc. (US), Unify Inc. (US), and Drishti Soft Solutions Pvt. Ltd. (India).

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