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.

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.

Gather more insights about the market drivers, restrains and growth of the Contact Center Software Market

Detailed Segmentation:

Market Concentration & Characteristics

Market growth stage is high, and pace of the market growth is accelerating. The growing use of the internet and the proliferation of digital channels have increased the level of convenience while doing business. New mobile applications and social collaboration software provide flexibility to employees.

Solution Insights

The interactive voice responses (IVR) segment dominated the market in 2022 and accounted for a revenue share of more than 21.0%. IVR systems provide an efficient and automated way to handle customer interactions by allowing callers to navigate through menu options using voice or keypad inputs. This enables self-service capabilities, reducing the need for live agent assistance for routine inquiries and simple tasks. The convenience and time-saving benefits of IVR systems have made them widely adopted by businesses across various industries.

Service Insights

The integration and deployment segment dominated the market in 2022 and accounted for a revenue share of more than 41.0%. The increasing adoption of cloud-based contact center software solutions is expected to drive the adoption of integration & deployment services over the forecast period. Businesses across the globe are investing aggressively in integrating multiple applications and tools, such as customer relationship management (CRM), into their business processes, thereby driving the growth of the integration & deployment segment. The rising need for rapid deployment of cloud-based solutions and business agility also bodes well for the growth of the integration & deployment segment over the forecast period.

Deployment Insights

The on-premise segment dominated the contact center software market in 2022 and accounted for a global revenue share of over 57.0%. On-premise deployment envisages deploying all the hardware and software required to operate and maintain a contact center at the customer’s property. On-premise solutions provide integrability, reliability, customizability, and also scalability to some extent. However, they can be very difficult and expensive to deploy at times. The customizability benefits of on-premise solutions can be realized only when businesses invest heavily in professional services.

Enterprise Size Insights

The large enterprise segment dominated the contact center software market in 2022 and reported for a global revenue share of over 57.0%. Large enterprises have their customers spread across the globe. Hence, large enterprises are more likely to invest in the latest, advanced technologies to run their business effectively and ensure business continuity. Moreover, large enterprises typically prefer solutions and services that can potentially help in augmenting profitability. The integration of AI with contact center operations is also driving the adoption of contact center software by large enterprises.

End Use Insights

The IT & telecom segment dominated the market in 2022 and reported a revenue share of more than 24.0%. The IT & telecom industry relies heavily on customer support and interaction to address technical issues, provide assistance, and deliver exceptional service. Contact center software plays a crucial role in managing and optimizing these customer interactions, ensuring seamless communication between customers and IT & telecom companies. These software solutions offer features such as call routing, automatic call distribution, and customer relationship management integration, which help IT & telecom companies efficiently manage large volumes of customer inquiries and provide timely resolutions.

Regional Insights

North America dominated the contact center software market in 2022 and accounted for a revenue share of over 35.0%. The region has a highly developed and technologically advanced business landscape, with a large number of enterprises across various industries. These organizations have recognized the importance of delivering exceptional customer experiences and have therefore invested significantly in contact center solutions. In addition, North America is home to several major players in the contact center software industry who have a strong presence and extensive market reach.

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Key Companies & Market Share Insights

Some of the key players operating in the market include Alcatel-Lucent Enterprise, Cisco Systems, Inc., Avaya Inc., SAP SE, Enghouse Interactive Inc., and Five9, Inc.

• Avaya, Inc. is a provider of communication software and services. The company’s product offerings include contact center solutions and unified communications solutions, offered either for on-premise deployment, hybrid deployment, or cloud deployment. The company has developed omnichannel contact center applications that can potentially fulfill an organization’s customer-centric communication requirements. The solutions are compatible with several web applications and enable seamless communication through e-mails, voice-based channels, social media, and video calls.

• Alcatel-Lucent Enterprise is engaged in providing contact center software and solutions categorized for different applications. The company’s main aim while designing these solutions is to offer its clients omnichannel services that are available for cloud deployment as well as on-premise deployment.

Key Contact Center Software Companies:

• 8X8, Inc.

• ALE International

• Altivon

• Amazon Web Services, Inc.

• Ameyo

• Amtelco

• Aspect Software

• Avaya Inc.

• Avoxi

• Cisco Systems, Inc.

• Enghouse Interactive Inc.

• Exotel Techcom Pvt. Ltd.

• Five9, Inc.

• Genesys

• Microsoft Corporation

• NEC Corporation

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 Solution Outlook (Revenue, USD Billion, 2017 - 2030)

• Automatic Call Distribution (ACD)

• Call Recording

• Computer Telephony Integration (CTI)

• Customer Collaboration

• Dialer

• Interactive Voice Responses (IVR)

• Reporting & Analytics

• Workforce Optimization

• Others

Contact Center Software Service Outlook (Revenue, USD Billion, 2017 - 2030)

• Integration & Deployment

• Support & Maintenance

• Training & Consulting

• Managed Services

Contact Center Software Deployment Outlook (Revenue, USD Billion, 2017 - 2030)

• Hosted

• On-premise

Contact Center Software Enterprise Size Outlook (Revenue, USD Billion, 2017 - 2030)

• Large Enterprise

• Small & Medium Enterprise

Contact Center Software End-use Outlook (Revenue, USD Billion, 2017 - 2030)

• BFSI

• Consumer Goods & Retail

• Government

• Healthcare

• IT & Telecom

• Traveling & Hospitality

• Others

Contact Center Software Regional Outlook (Revenue, USD Billion, 2017 - 2030)

• North America

o U.S.

o Canada

• Europe

o Germany

o U.K.

o Spain

o France

• Asia Pacific

o China

o India

o Japan

o South Korea

o Australia

• Latin America

o Brazil

o Mexico

• Middle East & Africa

o Kingdom of Saudi Arabia (KSA)

o UAE

o South Africa

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Recent Developments

• In May 2023, BT Group plc and Five9, Inc. announced the expansion of partnership to provide cloud-based contact centers across the globe. Through the partnership end use companies can access Five9 Intelligent CX Platform which is embedded with data and voice services of BT Group plc.

• In March 2023, Five9, Inc. introduced an Agent Assist 2.0 solution. It is integrated with AI summary and powered by OpenAI. The solution help end use companies to improve agent performance, processes, and customer experience.

• In January 2023, NICE, a New York-based contact center software provider, unveiled a global strategic partnership with Cognizant to expedite customer experience (CX) transformation. This collaboration brings together the extensive consulting and business transformation expertise of Cognizant and the powerful, all-encompassing cloud platform of NICE CXone. By leveraging advanced CX solutions such as digital, analytics, and conversational AI, this partnership aims to drive the widespread adoption of innovative CX offerings. Both NICE and Cognizant anticipate significant growth opportunities within their respective customer bases through this strategic alliance.

• In May 2022, Amazon Web Services and IBM signed a strategic collaboration agreement. This agreement enabled IBM to provide a wide range of its software portfolio as Software-as-a-Service (SaaS) on Amazon Web Services.