Press Release

Increasing Omnichannel Customer Interactions is Driving the Contact Center Software Market

September, 2019

" The global contact center software market is expected to witness a CAGR of around 15% during the forecast period to exceed $45 billion "

Bangalore, India, August 27, 2019: With its recently published study “Global Contact Center Software Market – Drivers, Restraints, Opportunities, Trends, and Forecast up to 2025”, Infoholic Research forecasts that the global market for contact center software will continue to grow, owing to the increasing need for automating inbound & outbound processes and rising adoption of cloud-based services.

Contact center software, by routing the contacts across various channels, i.e., social media, chat, email, SMS, and more, helps agents in handling customer queries effectively, even during the surge in the volume of queries. With emerging players offering cloud-based contact center software, the market is expected to grow and become more competitive. With the increasing smartphone penetration and rising trend of social media, customers interact with the brand through several touchpoints and channels including text, email, mobile, and others. Customers, today, expect more fast and consistent interactions across these channels. Contact center software is helping organizations in offering enhanced support and personalized experiences to customers.

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The increasing trend of business process automation and technological advancements, including AI and big data, are driving the growth of the contact center software market. This trend is expected to continue during the forecast period 2019–2025, fueling the growth at a CAGR of around 15%.

North America is maintaining the dominant position in the contact center software market, followed by Europe and APAC. With the growing popularity of contact center software and services in this region, North America is estimated to hold the largest market share. The presence of key players, including Genesys and Zendesk, in this region is also driving the market growth in the North America region.

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The software segment contributes significantly toward the revenue of the contact center software market. In terms of deployment mode, on-premise is estimated to hold the largest share in the contact center software market, but on-cloud deployment mode is also expected to increase at the highest CAGR during the forecast period. The BFSI vertical holds the major share in the contact center software market in 2019.

Contact center software is empowering contact center agents in effectively managing customer interactions across all channels, resulting in enhanced customer experience every time,” rightly pointed out Sonam Chawla, Research Analyst, Infoholic Research

Key Segments of the Report Include:

  • Components 
    • Software
      • Interactive Voice Response (IVR)
      • Intelligent Routing
      • Automatic Call Distribution (ACD)
      • Outbound Dialler
      • Automation & AI
      • Reporting & Analytics
      • Integrations
      • Call Recording
      • Others 
    • Services
      • Professional Services
      • Managed Services 
  • Deployment Mode
    • On-premise
    • On-cloud 
  • Verticals 
    • BFSI
    • Retail & e-Commerce
    • IT & Telecom
    • Travel & Hospitality
    • Others
  • Regions
    • North America
    • Europe
    • APAC
    • RoW

•     Industry outlook: Market trends, drivers, restraints, and opportunities


Mr. Karthick Subramani

Infoholic Research LLP

Marketing & Communication