Contact Center Software Industry Overview

The global contact center software market size was valued at USD 33.38 billion in 2023 and is expected to grow at a compound annual growth rate (CAGR) of 23.9% from 2023 to 2030. The increasing demand for enhanced customer experience is expected to significantly drive the market growth. Businesses understand the importance of providing exceptional customer service and invest in contact center software to streamline customer interactions, improve response times, and personalize the customer experience. Moreover, the rise of omnichannel communication is driving the adoption of contact center software.

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

Customers now expect to interact with businesses through various channels such as voice, email, chat, social media, and more. Contact center software enables businesses to manage and integrate these channels, providing a seamless and consistent experience across all touchpoints. Furthermore, the increasing focus on data analytics and AI-powered technologies drives the demand for advanced contact center software. Businesses are leveraging AI-powered features such as chatbots, speech analytics, and predictive analytics to automate processes, gain valuable insights from customer interactions, and improve operational efficiency.

The need for cost optimization and operational efficiency is a major driving factor. Contact center software helps businesses streamline their operations, reduce manual tasks, and improve agent productivity. With features like call routing, workforce management, and real-time reporting, businesses can optimize their resources and improve overall efficiency. In addition, the globalization of businesses is also driving the adoption of contact center software.

As companies expand their operations internationally, they need contact center solutions that can support multiple languages, time zones, and geographical locations. Advanced contact center software provides multi-site capabilities and language support, enabling businesses to deliver consistent customer service across borders. Moreover, regulatory compliance requirements push businesses to invest in contact center software. With increasing data privacy regulations, businesses need to ensure that customer data is handled securely and in compliance with industry standards. Contact center software with built-in security features and compliance tools helps businesses meet these requirements and avoid potential legal issues.

Browse through Grand View Research's Next Generation Technologies Industry Research Reports.

• The global chatbot market size was estimated at USD 5,132.8 million in 2022 and is expected to expand at a compound annual growth rate (CAGR) of 23.3% from 2023 to 2030.
• The global predictive analytics market size was valued at USD 5.7 billion in 2018 and is expected to register a CAGR of 23.2% over the forecast period.

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
  • U.S.
  • Canada
• Europe
  • Germany
  • U.K.
  • Spain
  • France
• Asia Pacific
  • China
  • India
  • Japan
  • South Korea
  • Australia
• Latin America
  • Brazil
  • Mexico
• Middle East Africa
  • Kingdom of Saudi Arabia (KSA)
  • UAE
  • South Africa

Key Companies profiled:

• 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
• SAP SE
• Spok, Inc.
• Talkdesk, Inc.
• Twilio Inc.
• UiPath
• Unify Inc.
• VCC Live

Key Contact Center Software Company 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.

NEC Corporation, 8X8, Inc., Twilio Inc, and ConvergeOne Holding, Inc are some of the emerging market participants in the contact center software market.

• 8X8, Inc. is engaged in providing configurable and scalable cloud communication platforms for video and voice interactions, chat and team collaboration, contact center, and analytics for enterprises of all sizes. The company markets their services directly to end users through various channels, including third-party lead generation sources, search engine marketing and optimization, industry conferences, digital advertising, webinars, and trade shows.
• Twilio Inc. is engaged in providing cloud communications solutions and services to businesses across the globe. The company’s Application Programming Interfaces (APIs) allow developers to build, operate, and scale real-time communications within their software applications. The reliability and flexibility offered by the company’s software building blocks empower businesses of all sizes to build engagement into their customer experience.

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.

Order a free sample PDF of the Contact Center Software Market Intelligence Study, published by Grand View Research.