In the present era, consumers play a very important role in any business sector. In order to maintain the customers and cater the increasing demand of consumers, an efficient call center software is necessary. With the evolution of technology, the physical contact centers having human operators have been replaced by automatic call distributor technology which is more flexible automated system capable of handling volumes of calls easily. Contact center software is a tool that enables an efficient interaction between the customers and contact center agents. It helps agents to track and report the data regarding the interactions.
Today, many business organizations are deploying an omni-channel accessibility to contact center in order to provide a seamless experience where the customer can reach call centers through any channel like email, SMS, web, mobile or social media. Also, the deployment of contact center at cloud due to low cost, high flexibility, automated routing of calls and automated workflows are one of the trends in the contact center software market.
Contact Center Software: Drivers and Restraints
The factors driving the market of contact center software market are increasing adoption of IoT enables services and increasing number of IoT devices. Factors like mobility, accessibility of all the database through omni- channel, and management of the devices and services across multiple vendors are boosting the demand of call center software in the market.
Various factors like security issues, degrading of quality of service, cost issues in case of on-premise call center software and limited options available for customization and regular up gradation in case of hosted call center software are few of the factors restraining the market of contact center software.
Contact Center Software: Segmentation
Segmentation based on deployment type in Contact Center Software Market:
Segmentation based on end-user in Contact Center Software Market:
Contact Center Software: Competitive Landscape
Key players in the contact center software market are Genesys Telecommunications Laboratories, Inc., Mitel Networks Corporation, Talkdesk, Inc., Bitrix24, Inc., Salesforce.com, Cisco Systems, Inc., Five9, Inc., Bright Pattern, Inc., SAP SE, Ameyo.com and Oracle Corporation.
North America is expected to the largest market of Contact Center Software. The majority of Contact Center Software vendors such as Genesys Telecommunications Laboratories, Inc., Mitel Networks Corporation, and SAP SE are based in North America region. This is attributed to the rising adoption of cloud-based software. The market is anticipated to grow in Asia Pacific region due to increasing acceptance of cloud-based solution.
The report covers exhaustive analysis on:
Global Contact Center Software Market Segments
Regional analysis for Global Contact Center Software Market includes
The report is a compilation of first-hand information, qualitative and quantitative assessment by industry analysts, inputs from industry experts and industry participants across the value chain. The report provides in-depth analysis of parent market trends, macro-economic indicators and governing factors along with market attractiveness as per segments. The report also maps the qualitative impact of various market factors on market segments and geographies.