PR Newswire
SAN FRANCISCO, July 10, 2023
SAN FRANCISCO, July 10, 2023 /PRNewswire/ -- The global contact center software market size is expected to reach USD 149.58 billion by 2030, expanding at a CAGR of 23.9% from 2023 to 2030, according to a new report by Grand View Research, Inc. The contact center software market encompasses software and services used by organizations to streamline business processes and enhance customer interactions. It involves real-time call monitoring, agent assignment, and centralized reporting for improved efficiency. Contact center software plays a crucial role in facilitating effective communication between contact center workers and clients, leading to enhanced productivity.
Key Industry Insights & Findings from the report:
Read 120 page market research report, "Contact Center Software Market Size, Share & Trends Analysis Report By Solution, By Service, By Deployment (Hosted, On-premise), By Enterprise Size, By End-use (BFSI, Government, Healthcare, IT & Telecom), By Region, And Segment Forecasts, 2023 - 2030", published by Grand View Research.
Contact Center Software Market Growth & Trends
The strong emphasis businesses are putting on leveraging the advances in the latest technologies and integrating Artificial Intelligence (AI) and machine learning into their business processes is expected to drive the market further. For instance, in May 2023, Anthropic, an AI safety and research company, and Zoom, a video communication platform provider, established a partnership where Anthropic's generative AI model would be integrated into Zoom's Contact Center portfolio. As part of this collaboration, Zoom also made an investment in Anthropic, although specific details regarding the amount and terms of the investment were not disclosed.
The adoption of advanced technologies such as cloud-based solutions and AI has emerged as a key driver for the contact center software market. Cloud-based solutions offer scalability, flexibility, and cost-effectiveness, allowing organizations to easily manage and scale their contact center operations. AI-powered features like chatbots, natural language processing, and sentiment analysis enhance customer interactions by providing personalized and efficient support. These technologies not only improve customer satisfaction but also contribute to operational efficiency, enabling contact centers to handle a higher volume of inquiries and optimize agent productivity.
The COVID-19 pandemic has had a significant positive impact on the contact center software market. With the sudden shift towards remote work and the need for virtual customer service solutions, organizations across various industries have turned to contact center software to ensure uninterrupted customer support. The pandemic has highlighted the importance of robust and flexible contact center solutions that can be accessed remotely. As a result, businesses have invested heavily in contact center software to enable their agents to work from home and continue providing seamless customer service.
Contact Center Software Market Report Scope
Report Attribute | Details |
Market size value in 2023 | USD 33.38 billion |
Revenue forecast in 2030 | USD 149.58 billion |
Growth rate | CAGR of 23.9% from 2023 to 2030 |
Base year of estimation | 2022 |
Historical data | 2017 - 2021 |
Forecast period | 2023 - 2030 |
Contact Center Software Market Segmentation
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 Market - Solution Outlook (Revenue, USD Billion, 2017 - 2030)
Contact Center Software Market - Service Outlook (Revenue, USD Billion, 2017 - 2030)
Contact Center Software Market - Deployment Outlook (Revenue, USD Billion, 2017 - 2030)
Contact Center Software Market - Enterprise Size Outlook (Revenue, USD Billion, 2017 - 2030)
Contact Center Software Market - End-use Outlook (Revenue, USD Billion, 2017 - 2030)
Contact Center Software Market - Regional Outlook (Revenue, USD Billion, 2017 - 2030)
List of Key Players in the Contact Center Software Market
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Browse through Grand View Research's Next Generation Technologies Research Reports.
About Grand View Research
Grand View Research, U.S.-based market research and consulting company, provides syndicated as well as customized research reports and consulting services. Registered in California and headquartered in San Francisco, the company comprises over 425 analysts and consultants, adding more than 1200 market research reports to its vast database each year. These reports offer in-depth analysis on 46 industries across 25 major countries worldwide. With the help of an interactive market intelligence platform, Grand View Research Helps Fortune 500 companies and renowned academic institutes understand the global and regional business environment and gauge the opportunities that lie ahead.
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