Portland, OR, April 13, 2021 (GLOBE NEWSWIRE) — According to the report published by Allied Market Research, the global contact center software market was estimated at $18.70 billion in 2019 and is expected to hit $72.04 billion by 2027, registering a CAGR of 18.9% from 2020 to 2027. The report provides an in-depth analysis of the top investment pockets, top winning strategies, drivers & opportunities, market size & estimations, competitive scenario, and wavering market trends.

Rise in usage of contact center software among organizations to enhance customer experience, surge in omnichannel communication approach, rapid advancements in the field of customer relationship management, and increase in need for personalized services drive the growth of the global contact center software market. On the other hand, cost issues in case of on-premise call center software restrain the growth to certain extent. Nevertheless, emergence of advanced technologies such as artificial intelligence, predictive analysis, cloud computing, and machine learning and increase in the usage of social media by customers are projected to pave the way for lucrative opportunities in the industry.

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Covid-19 on Contact Center Software Market:

  • The outbreak of covid-19 led to surge in need for business organizations to originate a more agile approach for customer engagement, which accordingly has boosted the global contact center software market.
  • Moreover, most of the business ventures with on-premise systems have moved their contact centers over cloud. This has also been beneficial for the market, since it has thrust the adoption of cloud based contact center at full sway.

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The global contact center software market report is analyzed across component, deployment type, enterprise size, software type, industry vertical, and region. On the basis of component, the software segment accounted for more than two-thirds of the total market share in 2019, and is projected to rule the roost by 2027. At the same time, the services segment would manifest the fastest CAGR of 21.1% throughout the forecast period, 

On the basis of deployment mode, the cloud segment contributed to nearly three-fifths of the total market revenue in 2019, and is anticipated to retain its dominance by the end of 2027. The same segment would also project the fastest CAGR of 20.2% during the forecast period. 

By region, North America garnered the major share in 2019, holding around two-fifths of the global market. At the same time, the market across Asia-Pacific would exhibit the fastest CAGR of 23.3% from 2020 to 2027. The other two provinces discussed in the report include Europe and LAMEA.

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The key market players analyzed in the global contact center software market report include Avaya, Inc., Cisco Systems, Inc., Alcatel-Lucent Enterprise, Huawei Technologies Co., Ltd., Microsoft Corporation, SAP SE, Mitel Corporation, Oracle Corporation,  NEC Corporation, Nice Systems Ltd., Genesys, and 8*8 Contact Center. These market players have incorporated several strategies including partnership, expansion, collaboration, joint ventures, and others to brace their stand in the industry.

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About Allied Market Research:

Allied Market Research (AMR) is a full-service market research and business-consulting wing of Allied Analytics LLP based in Portland, Oregon. Allied Market Research provides global enterprises as well as medium and small businesses with unmatched quality of “Market Research Reports” and “Business Intelligence Solutions.” AMR has a targeted view to provide business insights and consulting to assist its clients to make strategic business decisions and achieve sustainable growth in their respective market domains. AMR offers its services across 11 industry verticals including Life Sciences, Consumer Goods, Materials & Chemicals, Construction & Manufacturing, Food & Beverages, Energy & Power, Semiconductor & Electronics, Automotive & Transportation, ICT & Media, Aerospace & Defense, and BFSI.

We are in professional corporate relations with various companies and this helps us in digging out market data that helps us generate accurate research data tables and confirms utmost accuracy in our market forecasting. Allied Market Research CEO Pawan Kumar is instrumental in inspiring and encouraging everyone associated with the company to maintain high quality of data and help clients in every way possible to achieve success. Each and every data presented in the reports published by us is extracted through primary interviews with top officials from leading companies of domain concerned. Our secondary data procurement methodology includes deep online and offline research and discussion with knowledgeable professionals and analysts in the industry.


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