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.According to AMA, the market for Contact Center Software is expected to register a CAGR of 25.71% during the forecast period to 2025. This growth is primarily driven by Increase in Omnichannel Communication and Growing Need to Cater to Dynamic Customer Requirements.
Globally, a noticeable market trend is evident Development and Innovation in Contact Center Software. The Application Software sector in the North America region has been increasing at a strong rate and further growth is expected to be witnessed over the forecast period, owing to the robust investments and expansion in production facilities in the region. Major Players, such as 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) etc have either set up their manufacturing facilities or are planning to start new provision in the dominated region in the upcoming years.
Key Developments in the Market:
In May 2018, 3CLogic which provides cloud-based contact centre solutions, partnered with ServiceNow to offer native integration solutions into ServiceNow platform. This partnership enabled 3CLogic to deploy its solutions across four continents.
In May 2018, NICE launched NICE inContact CXone Workforce Optimization (WFO) Pro suite to be deployed on traditional on-premises telephony platforms. NICE inContact CXone Workforce Optimization Pro suite enabled organizations to provide enhanced customer experience while improving employee engagement and productivity.
- Increase in Omnichannel Communication
- Growing Need to Cater to Dynamic Customer Requirements
- Development and Innovation in Contact Center Software
- Difficult to Integrate With Legacy Systems
Technology Advancement in Artificial Intelligence and Analytics and Increase in Usage of Social Media Across the Globe
Constant Need to Train Contact Center Employees Due to High Attrition Rate
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