San Francisco, 29 January 2019: The
Report Contact Center Software Market Size, Share & Trends Analysis Report By Service,
By Deployment, By Solution (IVR, Customer Collaboration), By End Use, By
Enterprise Size, And Segment Forecasts, 2018 - 2025
The global contact center software market size is expected to reach USD 47.77 billion by 2025,
according to a new report by Grand View Research, Inc. The market is estimated
to grow at a rate of 15.6% during the forecast years. Increasing adoption of
cloud-based services, social media, and mobile analytics along with growing
consumer base is projected to boost the market expansion.
Various technological advancements have
resulted in the introduction of Business Process Automation, thereby, reducing
the workload of customer care representatives. For example, advent of
Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) software
has helped customer-centric organizations in increasing their productivity.
Growing adoption of cloud-based contact
center services has allowed organizations in reinforcing the security of
confidential information through web security and centralized database.
Additionally, cloud-based contact center services provide multiple customer
points of contact, which allow remote access to the necessary data.
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.
Thus, many companies are adopting contact center software in order to improve
the levels of customer satisfaction and experience.
Access Research Report of Contact Center
Software Market@ www.grandviewresearch.com/industry-analysis/contact-center-software-market
Further key findings from the study suggest:
· The global market is projected to expand at
a remarkable CAGR of 15.6% over the forecast period. This growth is attributed
to the rising demand for cloud-based technology and need for improved customer
satisfaction
· Customer collaboration segment is projected
register a CAGR of 23.7% over the forecast period due to growing use of the
solution for engaging customers through social media platforms
· Interactive Voice Response (IVR) software
segment is expected to hold the largest market share in 2025, owing to its
features such as reduced amount of call drops and improved customer
satisfaction
· Technical advancements in communication and
collaboration application result in an increased demand for training and
consulting services. The market for these services is projected to grow at a
rate of 17.4% over the forecast years
· The hosted deployment segment is expected
to reach USD 22.64 billion by 2025 as it provides remote accessibility and can
be easily deployed and integrated with other systems
· Asia Pacific regional market is projected
reach at USD 10.48 billion by 2025, owing to rapid digitization and
industrialization initiatives undertaken by the local governments in this
region
· Major companies 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 more reports of this category by Grand View
Research at: www.grandviewresearch.com/industry/emerging-and-next-generation-technologies
Grand View Research has segmented the global
contact center software market on the basis of 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 (SME)
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
·
Europe
·
Asia Pacific
·
Latin America
·
Middle East & Africa
Access Press Release of
Contact Center Software Market@ www.grandviewresearch.com/press-release/global-contact-center-software-market
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.
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