It’s being expected that by 2028, the Contact Center market cap will hit USD 69.98 Billion at a CAGR growth of about 14.59%. 

An increasing need to satisfy to dynamic customer requirements and growing omnichannel communications are the main drivers of the contact center market growth. Redefined content value, innovative communication platforms, changing consumer preferences, and some other factors also driving the adoption of contact center across the globe. The contact center analytics usually used to measure the performance of consumer service legislatures individually or in whole. Analytics are used to recognize the overall tactic of customer relationship management in appropriate manner. They are basically used by the call centers to measure interactions and recognize the gap so that the proper modifications can be done.

The factors driving the growth of the contact center market are growing demand for enhanced consumer experience management solutions, permits companies to gain key insights to improve customer experience and propagation of cloud computing. Likewise, factors such as rising request for many analytical solutions and the increasing compliance requirements increased the growth of the contact center market size 2017.

Moreover, during forecast year, the contact centers refining the multichannel and cross channel consumer experience. The customers use numerous different approaches such as voice chat, emails, web chat, and others.

Geographically, The North America valued largest contact center market share in past years, whereas Asia-Pacific is likely to raise at a fast pace during the forecast period. This is due to the high focus on innovative technology adoption, especially in settled economies of North America. The growing adoption of social media, cloud, and mobile analytics across has boosting the global contact center market growth in coming years.

The global contact center market size is basically segmented into product type, application, deployment, organization size, end-users, and region. On the basis of product type, this market is classified as type 1 and type 2. By end-user, the market is segmented into banking, telecommunication, BFSI, government sector, healthcare, retail, and others. Consumers considering to increase the growth of contact center market size 2018. Based on deployment, this market is categorized as on-demand and on-premises. By application, this market is classified as workforce optimization, risk management, real-time monitoring, and others.

Key Players of global contact center market:

• Verint Systems Inc. (U.S.)
• Cisco Systems, Inc. (U.S.)
• Genesys (U.S.)
• Genpact Limited (Bermuda)
• Mitel Networks Corporation (Canada)
• SAP SE (Germany)
• Oracle Corporation (U.S.)
• NICE Ltd. (Israel)
• Enghouse Interactive (U.S.)
• Five9, Inc. (U.S.)
• CallMiner (U.S.)
• Servin Global Solutions (India)
• Others

Contact Center Market Scope

Segmentation of global contact center market:

By Component

• Software
• Solution

By Deployment

• On-demand
• On-premises

By Product Type

• Type 1
• Type 2

By Organization Size

• Large
• Medium
• Small

By Application

• Risk Management
• Workforce Optimization
• Real-time Monitoring
• Customer Experience Management
• Others

By End-users

• Government
• BFSI
• Healthcare
• Retail
• Hospitality
• Manufacturing
• IT and Telecommunication
• Energy
• Defense
• Others

By Region

• North America
• Asia-Pacific
• Europe
• Rest of World