IBM Corporation, Genesys, Five9, Inc are dominating the market for Global Call Center Platform Market in 2019

Global Call Center Platforms Market is expected to grow with the healthy CAGR of 15.2% in the forecast period of 2020 to 2027. The years considered for study are as mentioned below.

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Call center software is a software tool that is used for leveraging the different channels of communication. Call center is an office where a large number of call center employees offers mobile customer service. A contact center is a part of company’s overall strategy on customer relationship management (CRM). Inbound call centers accept requests for customer support and are often used as a knowledge base for tech support, billing issues, and other problems with customer service. All call centers are focused on providing customer service more efficiently.

The major players dealing in call center platforms market are introducing strong range of software launches. This has also helped the company to maximize the sales with enhanced product portfolio. For instance, In November 2019, Amazon web service Inc launched Web & Mobile Chat for a True Omni channel contact center. The web and mobile chat gives businesses a single, unified voice and chat contact center service. This further increases efficient agent distribution and reduces waiting times for end-customers. This has led to advancement of new service to customer by creating an enhanced customer base.

IBM Corporation is the dominating player in the global call center platforms market and accounts the highest market share in 2019, which is followed by Oracle, SAP SE, Nuance Communications, Inc., Amazon Web Service, Inc., Avaamo, Talkdesk, Inc, Creative Virtual Ltd., Aspect Software Inc, VICIhost, Dixa, DIALPAD, INC, Aavaz, Five9, Inc, Avaya Inc., NICE inContact, Zendesk, Genesys, Mitel Networks Corp, Cisco, 8x8, Inc.

IBM Corporation

IBM Corporation headquartered in New York, U.S. which was founded in 1911. The company is engaged on creating innovation that matters for the world, building trust in all relations, and dedication to every client.

For instance,

• In August 2019, IBM Corporation launched software called Chatmantics, this software will replace call center IVR with AI on IBM Cloud. Chatmantics helps companies to integrate assistants of artificial intelligence (AI) into their call centers to manage initial customer interactions. This launch will help the company to increase its customer base by innovating new software.

The company has wide global presence across the globe such as Asia-Pacific, Europe, Middle East & Africa, South America, and North America. In addition to it, the company also generates its revenue from the various subsidiary companies such as IBM India (India), IBM Research (U.S.), Algorithmics Inc. (Canada), IBM Canada Limited (Canada), IBM Israel (Israel) among others

GENESYS

GENESYS headquartered in California, U.S. which was founded in 1990. The company offers solution for connecting employee and customer conversations through channels. 

For instance,

• In April 2019, Genesys is one of the key vendors of contact center solutions and has extended the capability of Google cloud contact center with help of PureEngage, PureConnect and PureCloud. The integration of this solution helps Google to further enhance customer base which in turn increases the market value for Google that further helps the company to remain competitive in the market.

The company has wide global presence across the globe such as Asia-Pacific, Europe, Middle East & Africa, South America, and North America. In addition to it, the company also generates its revenue from the various subsidiary companies such as Altocloud, Inc. (Ireland), SoundBite Communications, Inc. (U.S.), Interactive Intelligence Group, Inc. (U.S.), Next Age Technologies, Inc. (U.S), Genesys Laboratories Australasia Pty. Ltd. (Australia) and others.

FIVE9, INC

FIVE9, INC has headquartered in California, U.S. and it was founded in 2001. The company offers software for cloud contact center that transform contact centers into customer engagement centers for creating powerful customer connections.

For instance,

• In May 2018, Five9.Inc., introduced the Five9 Genius. This solution is integrated with AI to the contact center solutions and the utilization of these solutions allows the business to gain real time analytics from the customer base that can be utilized in the company strategic decision.

The company has wide global presence across the globe such as Latin America, North America, Europe, and Asia-Pacific. In addition to it, the company also generates its revenue from the various subsidiary companies such as Five9 India (India) and Five9 Acquisition llc (U.S.)

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