As per Maximize Market research, a global business research and consultancy firm, the total global market for Contact Center Software Market dynamics, structure by analyzing the market segments and projects the Market size.
The 34 countries that are supposed to be desirable travel destinations for industry stakeholders are covered by the report. The important players chosen for benchmarking and profiling are chosen based on their probable investment criteria, regional dominance, and global reach. The supply-side contribution of each local, regional, and international actor to the overall market has been taken into account.
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Contact Center Software Market size was valued at US$ 24.78 Bn. in 2021 and the total revenue is expected to grow at 21% of CAGR through 2022 to 2029, reaching nearly US$ 113.90 Bn.
Contact Center Software Market Overview:
In order to determine the total size of Contact Center Software market by countries and segments, the report conducted a micro level analysis of each nation. The size of the regional and global markets is assessed using a bottom-up methodology. By doing a micro-level analysis of each country, it is possible to determine the contribution of the unorganized market to the overall market size. The Contact Center Software market determine the extensive research for the business firm, and provide the latest drivers, restraints, and opportunities for Contact Center Software market. The results are then verified through interviews with local business leaders. The secondary research and analysis of the same are done using both paid and unpaid data bases. Consumption in each country by kind and supply by each player are sourced from legitimate government databases, paid databases, and, in the case of listed firms, company annual reports. If a company’s annual reports are not made public, they might be obtained from the tax department of the local government.
Contact Center Software Market Dynamics:
MMR Research is a targeted and practical research approach that makes it possible to examine the key market dynamics by both established and developing regions of the globe. Additionally, our experts undertake in-depth analyses of geographical areas to give clients and organisations the chance to excel in specialised industries and grow in developing global markets. This market research study also highlights the dynamically shifting Player landscape that affects the market’s growth.
- ccording to an MMR study, 84% of customers place an equal value on a company’s experience & its products and services. Businesses have also come to understand how enhanced customer service may contribute to increased profitability. As a result, companies are quickly implementing contact centre solutions as part of their initiatives to enhance customer service, hence fostering market expansion. The advantages of cloud-based computing and management solutions have been recognised by businesses. As a result, many companies worldwide are concentrating on making the transfer to cloud-based contact centres.
$125 million is invested in Observe AI’s intelligent call centre software
The intelligent contact centre software provider Z21 Labs Inc., which does business as Observe.ai, said on 12th April 2022 that it has raised $125 Mn in a new round of funding. Zoom Video Communications Inc. joined the Series C round, which was led by SoftBank Vision Fund & included current investors Menlo Ventures, Scale Venture Partners, and Nexus Venture Partners, bringing the company’s total funding to date to $231 million. An intelligent call centre platform developed by Observe.ai assists human operators with duties including customer support. The conversations that operators conduct with consumers are analysed using natural language processing algorithms that are based on artificial intelligence. In order to try to determine the caller’s level of happiness, the software can also transcribe each call and do sentiment analysis. Additionally, it seeks to establish links between the caller’s enjoyment and the operator’s words and deeds.
Contact Center Software Market Segment:
Solution Segment: With a revenue share of more than 22.0%, the IVR sector dominated the Contact Center Software market in 2021. Compared to traditional speech recognition software, interactive voice response solutions can interpret tones & accents with more accuracy. Businesses can use interactive voice response systems to help assign callers to the appropriate departments or agents as needed. Additionally, IVR services can assist customers in addressing product-related issues independently rather than relying on customer service representatives. IVR solutions are frequently used by contact centres with high call volumes to handle numerous calls at once without alerting the callers’ callers that there are other callers on the line. During the forecast period, it is expected that the customer collaboration solution category will grow at the fastest rate. Solutions for customer collaboration help firms communicate more effectively with both current and potential customers. These tools assist organisations in acquiring and using customer feedback to enhance their product & service offerings as well as tracking, receiving, and resolving customer care concerns swiftly. During the forecast period, the segment’s growth is expected to be driven by the strong emphasis on boosting collaboration by using images and videos to interact with clients.
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Regional Analysis:
On the basis of geography, the Contact Center Software market is segmented into 5 main regions and they are- North America, Europe, Asia Pacific, the Middle East, Africa, and South America respectively.
Research methodology:
- The size of the global Contact Center Software market is estimated and validated using the top-down and bottom-up methodologies.
- Different industry classification standards are strictly adhered to by players in order to reach an exhaustive list of functional and relevant players. A thorough validation test is also carried out in order to locate the most pertinent players for the survey in the Contact Center Software market.
- With the aid of paid databases like Factiva, Bloomberg, etc., priority lists are sorted depending on revenue generated based on most recent reporting.
- Finally, the questionnaire was defined and specifically designed to meet all the needs of collecting primary data by prior appointment, targeting the main target groups, incl. This helps us collect data on player revenue, operating cycle and expenses, profit and product or service growth, among other things. Almost 70-80% of the data is collected through primary media and further validated through various secondary sources including regulators, World Bank, associations, company websites, SEC filings, OTC BB, USPTO, EPO, annual reports, press releases etc.
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Contact Center Software Market Key players:
• Ameyo
• Amtelco
• Aspect Software
• Avaya Inc.
• Avoxi
• Cisco Systems, Inc.
• Enghouse Interactive Inc.
• Exotel Techcom Pvt. Ltd.
• Five9, Inc.
• Genesys
• Microsoft Corporation
• NEC Corporation
• SAP SE
• Spok, Inc.
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