Further Key Findings From the Report 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.
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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)
- 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
