Evolution of technology has changed the way enterprises deal with potential customers. Enhanced business agility, improved business continuity, and the growing acceptance of home-based work is driving the growth of cloud-based contact centre software market. Professional services, including consulting, training and support, and integration and implementation of contact centre software, are a widely used service type in the contact centre software market. Managed services have a higher adoption rate than professional services. Managed services empower organizations to focus on their core business functions while delegating contact centre operations to professionals. Managed service providers ensure the efficient management of contact centre processes and simultaneously deliver enhanced customer experience through multiple channels.The research analyst at AMA estimates Contact Center Software market to grow at a compounded annual growth rate of 25.71%
AMA Research have segmented the market of Global Contact Center Software market by Type, Application and Region. On the basis of Type, Interactive Voice Response are dominating the market in the year 2020
On the basis of geography, the market of Contact Center Software has been segmented into South America (Brazil, Argentina, Rest of South America), Asia Pacific (China, Japan, India, South Korea, Taiwan, Australia, Rest of Asia-Pacific), Europe (Germany, France, Italy, United Kingdom, Netherlands, Rest of Europe), MEA (Middle East, Africa), North America (United States, Canada, Mexico). North America region held largest market share in the year 2020.
Development and Innovation in Contact Center Software
Increase in Omnichannel Communication and Growing Need to Cater to Dynamic Customer Requirements
Technology Advancement in Artificial Intelligence and Analytics and Increase in Usage of Social Media Across the Globe
- Difficult to Integrate With Legacy Systems
In addition to the aforementioned factor, Increase in Omnichannel Communication
is expected to propel the growth of the market over the forecast period.
The key Players profiled in the study are 3CLogic (United States), Avaya (United States), 8x8 (United States), Alcatel-Lucent Enterprise (France), Five9 (United States), IBM (United States), Aspect Software (United States), BT (England), Cisco (United States), Oracle (United States), Enghouse Interactive (United States), SAP (Germany), NEC (Japan), Unify (Germany), Fenero (United States), Ameyo (Drishti-Soft; India), Genesys (United States), Vocalcom (France) and West Corporation (United States). A lot of United States players are profiled in the research study indicating a strong market dependence.