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Contact Center Solution Market Size to Worth Around USD 118 Bn by 2030

The global Contact Center Solution market is expected to grow at a CAGR of around 19.1% over the forecast period 2021 to 2030 and expected to reach the market value of around US$ 118 billion by 2030.

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A contact center solution is a system that offers automatic contact sharing and inbound contact handling capabilities, united with a high degree of complexities in terms of active contact traffic management. Contact center solutions have the capability of offering competitive benefits to enterprises by helping them to enhance efficiency and productivity through the automation of outbound and inbound processes of a contact center.

The global contact center solution market is broadly affected by several factors, including rise in technological advancements in the field of customer relationship management, and integration of artificial intelligence and machine learning into business processes, which is expected to boost the global contact center solution market during the forecast period. Increasing need to cater to dynamic customer requirements and rise in omni-channel communication have propelled the demand for contact center solutions across the globe.

Key Driver

  • Organizations shifting from analog to digital technologies have led to tremendous growth in the amount of organizational data. Within the next few years, more than a quarter of the global population is anticipated to be using wireless devices. Hence, the demand for cross-channel communication solutions is projected to increase during the forecast period. Additionally, shift in working of BPO companies from phone calls to other communication channels, including e-mail, web chat, and social media is expected to boost the contact center solution market during the forecast period.
  • Contact center solutions provide an efficient option to establish communication with customers in real-time. Hence, rise in demand to solve customer queries in real-time is expected to drive the contact center solution market.
  • Usage of the Internet is expected to witness a rise from moderate to high levels halfway through the forecast period, due to anticipated rise in consumer awareness and increased use of smartphones (iOS and Android). This is also likely to lead to extensive adoption of contact center solutions such as automatic call distribution, IVR, and video chat.
  • At present, contact center solution providers across the globe are facing integration challenges with existing systems, and the companies are planning to invest in emerging technologies but facing integration or implementation challenges with existing systems. This generates demand for high-quality infrastructure and need to realize the full potential of new capabilities. Additionally, change management and budget management are also emerging as significant barriers for contact center solution providers.

Adoption of Self-service Bots, Gig Agents to Help Improve Service

The transition from product-based to service-based model is expanding the application of contact center solutions. Self-service bots is increasingly gaining acceptance to serve customers and are very suitable for common queries of customers. Insurance companies are one of the key end users of contact center solutions to provide basic information of insurance products to customers.

Gig agents that are mostly students and stay-at-home adults are growing popular to serve as agents for contact center solutions. In particular, amid COVID-19, the trend of home sourcing is creating the demand for gig agents. These agents are equipped with laptops and have access to the corporate network via virtual private network (VPN) from their home networks. This has dramatically reduced the need for agents to report to their offices in a step to contain the spread of coronavirus.

Nonetheless, contact agents including gig agents and regular agents have the knowledge to comply with key regulations with the assistance of contact management software with respect to advanced routing and dialing solutions.

Tools for Proactive Response, Improved Agent Communication Propel Market Growth

Companies in the contact center solution market are investing in unique solutions for continued improvements in the contact center customer experience. With the emergence of AI, visual support, and predictive analytics, smart desktops and sentiment recognition are gaining prominence for the delivery of powerful, personalized, and convenient customer interactions.

The proliferation of Internet and use of smartphones are expected to lead to considerable rise in the demand for contact center solutions through the forecast period. Omnichannel communication, including voice messaging and social media are helping agents for improved interaction with customers. This is further supported by co-browsing and augmented-reality (AR) technologies to provide real-time solutions to customer problems.

Regional Scope

The contact center solution market in North America is expected to expand during the forecast period, owing to the presence of key market players and technological advancements. The U.S. is the key market in the region due to the high adoption and integration of contact center solutions by BPO companies. The contact center solution market in Europe is projected to witness favorable growth during the forecast period due to significant expansion of the service-based sector in the region. The Asia Pacific contact center solution market is likely to expand during the forecast period, owing to digitalization of the sector and presence of large number of IT companies in the region.

Key Players

Key players operating in the global contact center solution market are 8×8, Inc., Alcatel-Lucent International, Avaya, Inc., Cisco Systems, Inc., Five9, Inc., Huawei Technologies Co., Ltd., IBM Corporation, Mitel Networks Corp., NICE Ltd., Oracle Corporation, Salesforce.com, Inc., SAP SE, West Corporation, Zendesk Inc., and ZTE Corporation.

Market Segmentation

Contact Center Solution Market, By Type

  • Traditional
  • Digital

Contact Center Solution Market, By End User

  • BFSI
  • Retail
  • Government
  • Healthcare
  • Manufacturing
  • Media & Entertainment
  • Telecom
  • IT
  • Others (Utilities and Education)

Contact Center Solution Market, By Region

  • North America
    • U.S.
    • Canada
    • Rest of North America
  • Europe
    • Spain
    • Portugal
    • Italy
    • Germany
    • France
    • Rest of Europe
  • Asia Pacific (APAC)
    • China
    • Japan
    • India
    • ASEAN
    • Rest of Asia Pacific
  • Middle East & Africa (MEA)
    • United Arab Emirates
    • South Africa
    • Rest of Middle East & Africa
  • Latin America
    • Colombia
    • Peru
    • Mexico
    • Argentina
    • Brazil
    • Chile
    • Rest of Latin America

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Research Methodology

The research methodology adopted by analysts for compiling the global contact center solution market report is based on detailed primary as well as secondary research. With the help of in-depth insights of the market-affiliated information that is obtained and legitimated by market-admissible resources, analysts have offered riveting observations and authentic forecasts for the global market.

During the primary research phase, analysts interviewed market stakeholders, investors, brand managers, vice presidents, and sales and marketing managers. Based on data obtained through interviews of genuine resources, analysts have emphasized the changing scenario of the global market.

For secondary research, analysts scrutinized numerous annual report publications, white papers, market association publications, and company websites to obtain the necessary understanding of the global contact center solution market.

Table of Contents

Chapter 1.    Introduction

1.1.  Research Objective

1.2.  Scope of the Study

1.3.  Definition

Chapter 2.    Research Methodology

2.1.  Research Approach

2.2.  Data Sources

2.3.  Assumptions & Limitations

Chapter 3.    Executive Summary

3.1.  Market Snapshot

Chapter 4.    Market Variables and Scope

4.1.  Introduction

4.2.  Market Classification and Scope

4.3.  Industry Value Chain Analysis

4.3.1.     Raw Material Procurement Analysis

4.3.2.     Sales and Distribution Channel Analysis

4.3.3.     Downstream Buyer Analysis

Chapter 5.    Market Dynamics Analysis and Trends

5.1.  Market Dynamics

5.1.1.     Market Drivers

5.1.2.     Market Restraints

5.1.3.     Market Opportunities

5.2.  Porter’s Five Forces Analysis

5.2.1.     Bargaining power of suppliers

5.2.2.     Bargaining power of buyers

5.2.3.     Threat of substitute

5.2.4.     Threat of new entrants

5.2.5.     Degree of competition

Chapter 6.    Competitive Landscape

6.1.1.     Company Market Share/Positioning Analysis

6.1.2.     Key Strategies Adopted by Players

6.1.3.     Vendor Landscape

6.1.3.1.          List of Suppliers

6.1.3.2.          List of Buyers

Chapter 7.    Global Contact Center Solution Market, By Type

7.1.  Contact Center Solution Market, by Type, 2021-2030

7.1.1.     Traditional

7.1.1.1.          Market Revenue and Forecast (2016-2030)

7.1.2.     Digital

7.1.2.1.          Market Revenue and Forecast (2016-2030)

Chapter 8.    Global Contact Center Solution Market, By Capacitor

8.1.  Contact Center Solution Market, by Capacitor, 2021-2030

8.1.1.     BFSI

8.1.1.1.          Market Revenue and Forecast (2016-2030)

8.1.2.     Retail

8.1.2.1.          Market Revenue and Forecast (2016-2030)

8.1.3.     Government

8.1.3.1.          Market Revenue and Forecast (2016-2030)

8.1.4.     Healthcare

8.1.4.1.          Market Revenue and Forecast (2016-2030)

8.1.5.     Manufacturing

8.1.5.1.          Market Revenue and Forecast (2016-2030)

8.1.6.     Media & Entertainment

8.1.6.1.          Market Revenue and Forecast (2016-2030)

8.1.7.     Telecom

8.1.7.1.          Market Revenue and Forecast (2016-2030)

8.1.8.     IT

8.1.8.1.          Market Revenue and Forecast (2016-2030)

8.1.9.     Others (Utilities and Education)

8.1.9.1.          Market Revenue and Forecast (2016-2030)

Chapter 9.    Global Contact Center Solution Market, Regional Estimates and Trend Forecast

9.1.  North America

9.1.1.     Market Revenue and Forecast, by Type (2016-2030)

9.1.2.     Market Revenue and Forecast, by Capacitor (2016-2030)

9.1.3.     U.S.

9.1.3.1.          Market Revenue and Forecast, by Type (2016-2030)

9.1.3.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.1.4.     Rest of North America

9.1.4.1.          Market Revenue and Forecast, by Type (2016-2030)

9.1.4.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.2.  Europe

9.2.1.     Market Revenue and Forecast, by Type (2016-2030)

9.2.2.     Market Revenue and Forecast, by Capacitor (2016-2030)

9.2.3.     UK

9.2.3.1.          Market Revenue and Forecast, by Type (2016-2030)

9.2.3.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.2.4.     Germany

9.2.4.1.          Market Revenue and Forecast, by Type (2016-2030)

9.2.4.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.2.5.     France

9.2.5.1.          Market Revenue and Forecast, by Type (2016-2030)

9.2.5.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.2.6.     Rest of Europe

9.2.6.1.          Market Revenue and Forecast, by Type (2016-2030)

9.2.6.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.3.  APAC

9.3.1.     Market Revenue and Forecast, by Type (2016-2030)

9.3.2.     Market Revenue and Forecast, by Capacitor (2016-2030)

9.3.3.     India

9.3.3.1.          Market Revenue and Forecast, by Type (2016-2030)

9.3.3.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.3.4.     China

9.3.4.1.          Market Revenue and Forecast, by Type (2016-2030)

9.3.4.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.3.5.     Japan

9.3.5.1.          Market Revenue and Forecast, by Type (2016-2030)

9.3.5.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.3.6.     Rest of APAC

9.3.6.1.          Market Revenue and Forecast, by Type (2016-2030)

9.3.6.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.4.  MEA

9.4.1.     Market Revenue and Forecast, by Type (2016-2030)

9.4.2.     Market Revenue and Forecast, by Capacitor (2016-2030)

9.4.3.     GCC

9.4.3.1.          Market Revenue and Forecast, by Type (2016-2030)

9.4.3.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.4.4.     North Africa

9.4.4.1.          Market Revenue and Forecast, by Type (2016-2030)

9.4.4.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.4.5.     South Africa

9.4.5.1.          Market Revenue and Forecast, by Type (2016-2030)

9.4.5.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.4.6.     Rest of MEA

9.4.6.1.          Market Revenue and Forecast, by Type (2016-2030)

9.4.6.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.5.  Latin America

9.5.1.     Market Revenue and Forecast, by Type (2016-2030)

9.5.2.     Market Revenue and Forecast, by Capacitor (2016-2030)

9.5.3.     Brazil

9.5.3.1.          Market Revenue and Forecast, by Type (2016-2030)

9.5.3.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

9.5.4.     Rest of LATAM

9.5.4.1.          Market Revenue and Forecast, by Type (2016-2030)

9.5.4.2.          Market Revenue and Forecast, by Capacitor (2016-2030)

Chapter 10.   Company Profiles

10.1.                 Alcatel-Lucent International

10.1.1.  Company Overview

10.1.2.  Product Offerings

10.1.3.  Financial Performance

10.1.4.  Recent Initiatives

10.2.                 Avaya, Inc.

10.2.1.  Company Overview

10.2.2.  Product Offerings

10.2.3.  Financial Performance

10.2.4.  Recent Initiatives

10.3.                 Cisco Systems, Inc.

10.3.1.  Company Overview

10.3.2.  Product Offerings

10.3.3.  Financial Performance

10.3.4.  Recent Initiatives

10.4.                 Five9, Inc.

10.4.1.  Company Overview

10.4.2.  Product Offerings

10.4.3.  Financial Performance

10.4.4.  Recent Initiatives

10.5.                 Huawei Technologies Co., Ltd

10.5.1.  Company Overview

10.5.2.  Product Offerings

10.5.3.  Financial Performance

10.5.4.  Recent Initiatives

10.6.                 IBM Corporation

10.6.1.  Company Overview

10.6.2.  Product Offerings

10.6.3.  Financial Performance

10.6.4.  Recent Initiatives

10.7.                 Mitel Networks Corp.

10.7.1.  Company Overview

10.7.2.  Product Offerings

10.7.3.  Financial Performance

10.7.4.  Recent Initiatives

10.8.                 NICE Ltd.

10.8.1.  Company Overview

10.8.2.  Product Offerings

10.8.3.  Financial Performance

10.8.4.  Recent Initiatives

10.9.                 Oracle Corporation

10.9.1.  Company Overview

10.9.2.  Product Offerings

10.9.3.  Financial Performance

10.9.4.  Recent Initiatives

10.10.              Salesforce.com, Inc.

10.10.1.                   Company Overview

10.10.2.                   Product Offerings

10.10.3.                   Financial Performance

10.10.4.                   Recent Initiatives

Chapter 11.   Research Methodology

11.1.                 Primary Research

11.2.                 Secondary Research

11.3.                 Assumptions

Chapter 12.   Appendix

12.1.                 About Us

12.2.                 Glossary of Terms

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