Contact center software enables organizations to automate inbound and outbound operations of a call center and improve overall productivity.
It helps organizations to deliver enhanced customer experience through multiple channels including voice, video, web, and social media. Contact center software can be provided to businesses as a standalone or packaged solution.
Contact Center Software Industry is expected to grow from $ 15.29 Bn in 2017 to $ 29.13 Bn by 2022 at a CAGR of 13.8%!
Contact Center Software Market Drivers :
- Rise in Omnichannel communication –
1. Customers communicate and collaborate with organizations via a number of channels, such as email, text, voice, mobile, or social media.
2. Omnichannel contact center solutions enable organizations to offer a personal touch to customer interactions, while offering their support and services.
3. Enterprises need a solution that offers centralized control of service delivery over all the different channels; thereby, enterprises have started using omnichannel platforms that integrate all channels and offer a consistent customer experience.
- Growing need to cater to dynamic customer requirements –
1. A growing number of organizations around the world have started shifting their focus toward providing a holistic experience to customers. In today’s highly competitive market, customer needs are ever changing.
2. Customer experience is one of the important factors that affect customer retention. Every organization has a contact center to deal with customer issues. A well-maintained contact center can help organizations in gaining new customers and retaining the existing ones.
3. Customers interact directly with contact centers, which play a vital role in creating the brand image. A negative experience can lead to loss of customers or clients. Hence, the growing need to cater to dynamic customer needs and provide a positive customer experience is driving the adoption of contact center software among organizations.
Evolution of the technology has changed the way enterprises deal with the potential customers. Intelligent communication that offers ubiquitous working environment to interact with the customers has become a basic requirement for customer centric enterprises.
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The contact center software is a communication and collaboration application that enables users to resolve inbound queries and manage outbound to serve or acquire customers.
Enhanced business agility, improved business continuity, and the growing acceptance of home-based work are driving the growth of cloud-based contact center software market.
- Major vendors of the contact center software market include 3CLogic (US), 8×8 (US), Alcatel-Lucent Enterprise (France), Ameyo (Drishti-Soft; India), Aspect Software (US), Avaya (US), BT (England), Cisco (US), Enghouse Interactive (US), Fenero (US), Five9 (US), Genesys (US), Huawei (China), IBM (US), Mitel (Canada), NEC (Japan), NICE (Israel), Oracle (US), RingCentral (US), SAP (Germany), Solgari (Ireland), Unify (Germany), Verizon (US), Vocalcom (France), West Corporation (US), Zendesk (US), and ZTE (China).
- These players have adopted various growth strategies, such as partnerships, collaborations, agreements, mergers and acquisitions, and new product developments, to further grow in the contact center software market.
