• Stacy Lawlor

Global Contact Center Software Market Size to grow USD 76.5Bn in 2028


The Global Contact Center Software Market Size was valued at USD 26.9 Bn in 2019. The market is projected to grow USD 76.5 Bn in 2028, at a CAGR of 14.4%. Contact Center is a central point which bridges gap between organizations and customers.

Contact Center Software Market

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The growing usage of contact center software among organizations to improve customer experience through numerous channels such as phone, video, mobile, web, and social media is driving the worldwide contact center software market. Furthermore, the worldwide contact center software market is fueled by an increase in multichannel communication approaches, significant improvements in the field of customer relationship management, and a surge in demand for personalized services. On the other hand, emergence of advanced technologies such as artificial intelligence, predictive analysis, cloud computing, and machine learning are expected to provide lucrative opportunities for the global contact center software market growth during the forecast period.


Artificial intelligence (AI), cloud computing, predictive analytics, and machine learning are among the technologies that contact centers throughout the world and possibilities of implementing into their systems. The adoption of these technologies has created profitable prospects for market vendors to give a consistent consumer experience. With the development in popularity of these technologies, businesses now have access to insights and data that allow them to make better business decisions. AI is rapidly being embraced to construct automated messaging and bots, allowing contact centers to improve their overall operating efficiency. Big data analytics, on the other hand, has enabled businesses to gain access to both customer and employee insights and use this knowledge to address staff-related concerns. Furthermore, smartphone access gives customers with global accessibility and provides contact center agents with relevant real-time information regardless of their location. This adds to the increased demand for modern contact center solutions that are mobile-enabled, analytics-driven, and data-driven.


Contact Center Software Market

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Based on components, the solutions segment is expected to dominate the contact center software market growth during the forecast period owing to one of the primary factors projected to fuel the growth of the cloud-based solution market is the growing demand and awareness among public and private enterprises, which has boosted the scalability and agility of operations. Another major driver of increased adoption is the availability of customized cloud-based contact center solutions at affordable pricing with new features. The cloud-based is expected to dominate the market share of global contact center software market owing to the increasing number of startups are adopting the cloud-based software among enterprises and due to work from home model during COVID-19 pandemic. IT & Telecommunications segment is expected to dominate the market share of global contact center software market owing to the increasing number of partnerships of telecom companies with OTT platform providers, such as Amazon Prime Video, Netflix, HBO Now, Disney+, and Hulu.


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https://extrapolate.com/Information-Technology-Communication-IoT/contact-center-software-market/21596

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