The contact center software market is projected to grow at a CAGR of 25.89%, reaching US$210.622 billion in 2029 from US$42.042 billion in 2022.
The aggregation of various processes that automate the integral processes associated with a contact center is called the contact center software. Automatic call distribution, call recording, computer telephony integration, customer collaboration, dialer, interactive voice responses, and reporting & analytics are the major solutions offered by contact center software to small, medium, and large-sized enterprises, available on-premise and cloud deployment.
Further, it also provides services such as integration & deployment, support & maintenance, training & consulting, and managed services. The growing adoption of contact center software by large enterprises and the rise in the adoption of cloud-based contact center software are anticipated to grow the market.
Moreover, in February 2024, Call Center Studio announced a partnership with RGS, a prominent player in banking collections in the Philippines. It is for the service and results to achieve maximum customer satisfaction.
The automation of company processes, fueled by the enhancement of businesses' operational efficiency and the improvement in accuracy, is generating a high demand for contact center software to handle communication processes in the customer service department effectively.
According to IBM's Global AI Adoption Index research from 2022, 48% of organizations automating their business processes benefited from enhanced customer experience as a result of AI technology, and approximately 23% of organizations, such as contact centers, are adopting AI for business automation to address the issue of employee shortages.
Furthermore, about 28% of contact center organizations are using AI technology to reduce call waiting time, and 36% of these enterprises declared an enhancement in customer service agent productivity.
Real-time behavior prediction, insight provision, and consumer behavior analysis are the additional benefits of employing AI technology in contact center software platforms. For instance, in July 2020, Israeli software company NICE Systems Ltd., a software company providing contact center solutions, unveiled a customer interaction tool, ENLIGHTEN Fraud Prevention, that employs speech biometrics and artificial intelligence to detect fraudsters automatically.
The growing number of companies offering contact center solutions is a significant factor expected to increase the consumption of contact center software. For instance, in July 2022, Microsoft Corporation introduced its contact center software platform, Microsoft Digital, due to its previous acquisition of Nuance Communications, Inc. in March 2022 and the integration of its existing services under its different brands, such as Azure and Teams.
Further, in February 2022, Zoom Video Communications, Inc., a leading company in the web conferencing and video call solution market, introduced its contact center software platform, Zoom Contact Center, to fortify its platform services. In addition, both these recent launches meet the requirements of an omnichannel network. The rising adoption of omnichannel solutions increases their profit margins and encourages the development of omnichannel contact center software applications.
The data issues and the threat of cybersecurity violations are restraining companies' extensive adoption of contact center software. Since contact centers majorly deploy web chats, self-service channels, and IVR systems as an integral part of their working operations to handle the rising calls received by agents, they become increasingly susceptible to the danger of fraud attacks and consequential losses.
The availability of vast amounts of sensitive client data with contact center platforms continuously exposes them to the risk of cyberattacks. Therefore, the increasing number of cyberattacks on contact center software platforms is anticipated to negatively affect market expansion.
The growing adoption of cloud-based contact centers is creating a growth opportunity for the contact center software market due to its effective ability to handle communication processed on web servers. The rising deployment of cloud-based contact centers is due to their ability to provide flexibility compared to conventional contact centers.
For example, according to a poll conducted in 2020 by Cisco Systems Inc., a US-based company providing networking hardware, approximately 62% of decision-makers in contact centers have indicated an interest in developing cloud-based contact centers. Therefore, the cloud sector will hold a major share of the contact center software market over the forecast period.
North America holds a significant share of the contact center software market, fueled by the automation of business operations and other associated tasks encouraged by the gradual transition of top firms and brands toward digitalization. This has created a huge demand for software applications in customer care and communication services.
The expansion of the retail sector of North American economies is resulting in increased consumption of contact center software by retail companies to improve customer retention and satisfaction rates. Further, the presence of major contact center software platforms in the region, such as Nice CXone, Genesys Cloud CX, and UJET, offers adoption opportunities for companies working in various industries, such as the BFSI and IT, which are expected to increase the consumption of regional contact center software products.
| Report Metric | Details |
|---|---|
| Study Period | 2021 to 2031 |
| Historical Data | 2021 to 2024 |
| Base Year | 2025 |
| Forecast Period | 2026 – 2031 |
| Report Metric | Details |
| Market Size Value in 2022 | US$42.042 billion |
| Market Size Value in 2029 | US$210.622 billion |
| Growth Rate | CAGR of 25.89% |
| Study Period | 2019 to 2029 |
| Historical Data | 2019 to 2022 |
| Base Year | 2023 |
| Forecast Period | 2024 – 2029 |
| Forecast Unit (Value) | USD Billion |
| Segments Covered |
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| Companies Covered |
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| Regions Covered | North America, South America, Europe, Middle East and Africa, Asia Pacific |
| Customization Scope | Free report customization with purchase |