during the forecast period. The infusion of artificial intelligence (AI) related technologies, such as Machine Learning (ML) and Natural Language Processing (NLP), further contributes to the available opportunities for contact center solution providers to innovate in the market.
New York, Aug. 01, 2022 (GLOBE NEWSWIRE) — Reportlinker.com announces the release of its report “Contact Center Software Market by Component, Deployment Model, Organization Size, Industry and Region – Global Forecast to 2027” – https:/ /www.reportlinker.com/p05091910/?utm_source=GNW
The services can benefit the organizations by improving the execution of the contact center solution and streamlining their operations
Services are an integral part of Contact Center Software’s software lifecycle. With these services, contact center solution providers enable end users to integrate and deploy software configured according to their requirements.
Companies around the world are investing heavily in integrating various applications and tools, such as CRM, into their business processes, driving the growth of this segment. The growing need for business agility and rapid deployment of cloud-based solutions is also contributing well to the growth of these services in the market.
The managed services segment is expected to grow rapidly over the forecast period.
Scalability and cost-effectiveness are the key factors driving the adoption of cloud-based contact center software.
Contact centers enable contact centers to optimize agent performance, improve customer experiences, and streamline call routing and similar requirements, but cloud-based contact center solutions help eliminate the costs associated with physical telephone systems, servers, storage hardware, and technical personnel. The cloud-based deployment model is expected to replace the on-premises deployment model in the near future.
The highly competitive market scenario has encouraged SMEs to invest in contact center solutions to achieve high business efficiency
Limited by limited budgets, small IT infrastructure and staff, SMEs are looking for flexible, scalable and cost-effective solutions. That’s why SMEs are increasingly using cloud-based contact center software solutions to optimize and automate customer communications and outreach.
Contact center software in the retail and consumer goods industries is of specific importance in overall business operations and is expected to deliver higher ROI
Contact center solutions are total solutions that help retail and consumer goods companies develop customer-centric market strategies and make faster decisions based on customer preferences, past buying behavior and real-time interactions. These solutions help companies make significant improvements in business operations.
Using the contact center solutions, companies can easily analyze historical customer interest and purchase patterns to make the best possible recommendations and maximize profits.
North America to dominate the contact center software market in 2022
The two main countries contributing to the region’s growth – the US and Canada – are expected to drive contact center software adoption in the region. Vendors in this region continuously focus on developing and integrating contact center solutions for organizations willing to streamline their customer service processes.
For example, 8X8, Inc. announced in December 2021 that DMV Veterinary Centers, an emergency and specialty pet hospitals and services provider in Canada, deployed their 8×8 Contact Center for Microsoft Teams, which has helped DMV Veterinary Centers meet growing demand for veterinary services, enhancing the customer experience for pet owners effectively. The solution provides advanced omnichannel contact center capabilities to ensure rapid resolution of customer issues across Canada’s four veterinary centers. The growth in call volume, the increasing demand for remote management of contact center agent performance, the increased adoption of contact center solutions by governments and public sector organizations, and the increase in M&A and partnerships by contact center providers in the region are driving adoption of contact center solutions. center solutions in North America.
In determining and verifying the market size for different segments and sub-segments, collected through secondary research, extensive primary interviews were conducted with the key figures.
The breakdown of the profiles of the primary participants as follows:
• By business type: Tier I: 35%, Tier II: 25% and Tier III: 40%
• By designation: C-level: 25%, D-level: 30% and others: 45%
• By Region: North America: 42%, Europe: 25%, APAC: 18%, Row: 15%
The report profiles the following key suppliers:
1. Genesys (US)
2. IBM (US)
3. AWS (US)
4. Five9 (US)
5. Twilio (US)
6. Mitel (Canada)
7. NICE (Israel)
8. Cisco (US)
9. BT (UK)
10. Verizon (US)
The report segments the contact center software market by component segment that includes solutions and services. The solutions have different types such as omnichannel routing, employee engagement management, reporting and analytics, customer engagement, others.
The services are further segmented into advice, integration and implementation, and training, support and maintenance.
Based on the deployment model, the market is segmented into on-premises and cloud.
The market is also segmented based on organization sizes as small and medium enterprises and large enterprises.
Various industries using contact center solutions include BFSI, telecommunications, IT and ITES, government and public sector, retail and consumer goods, manufacturing, energy and utilities, and other industries.
The geographic analysis of the contact center market is spread across five major regions: North America, Europe, Asia-Pacific, Middle East and Africa, and Latin America.
Main benefits of buying the report
The report will assist the market leaders/new entrants in the Contact Center Software market with information about the closest approaches to revenue figures for the overall Contact Center Software market and its sub-segments. The report will help stakeholders understand the competitive landscape and gain more insights to better position their businesses and plan appropriate go-to-market strategies.
The report also helps stakeholders understand the pulse of the market and provides them with information about key market drivers, restraints, challenges and opportunities.
Read the full report: https://www.reportlinker.com/p05091910/?utm_source=GNW
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