North America Call Center Platforms Market – Industry Trends and Forecast to 2030

North America Call Center Platforms Market Analysis and Size

For businesses to implement a methodical strategy that improves performance and analytics to properly service a client base, cloud call centres have become an essential step. Could segment dominates the deployment segment of the global market as a result of increasing number of businesses enjoying and reaping the benefits of such service model. On-premise call center platforms are gradually being replaced with cloud-based call center platforms. According to the State of Customer Experience 2018, 39% of contact centres in the United Kingdom have moved to the cloud. This shows the market's potential.

Data Bridge Market Research analyses that the call center platforms market, valued at USD 12,212.36 million in 2022, will reach USD 40,037.18 million by 2030, growing at a CAGR of 16.00% during the forecast period of 2023 to 2030. In addition to the market insights such as market value, growth rate, market segments, geographical coverage, market players, and market scenario, the market report curated by the Data Bridge Market Research team includes in-depth expert analysis, import/export analysis, pricing analysis, production consumption analysis, and pestle analysis.

North America Call Center Platforms Market Scope and Segmentation  

Market Definition

Call center platforms are the platforms, used by the business to connect with their customers/potential customers. Every business requires a call center platform to handle all customer inquiries. However, the call center platforms are much more than a tool for answering phones and providing good service to clients. The call center platforms offer a streamlined operation that allows the businesses to track, monitor, and manage every call with their customers.

Call Center Platforms Market Dynamics

Drivers

• Growing focus on providing personalised services will bolster the market growth

According to a recent market study, 75% customers are more likely to purchase from businesses that offer personalised services to the customers, such as addressing them by their names, recognizing the customers’ needs and wants, and offering value for money to the customer. Therefore, surging need for personalized services will positively influence the growth of the global call center platforms market.

• Increased focus on customer retention will drive the growth

The market for call center platforms is primarily driven by the growing demand to improve customer experience while paying relatively less. Customers are lost owing to negative experiences 67% of the time, thus keeping them costs 70% less than getting new ones. As companies work to keep their current customers, one of the elements that is anticipated to contribute to the growing use of call center platforms is customer experience.   

Opportunities

• The use of omni channel solutions and technologies is a major driver

A recent survey found that businesses using omni channel solutions to communicate with clients have higher staff retention rates. The report also revealed that omni channel service providers had an average customer profit margin that was 61% higher than that of the competition. Additionally, a key prospect for deciding growth will be the incorporation of cutting-edge software solutions such as SaaS, IaaS, and PaaS with these omni channel solutions.

Restraints/Challenges

• Privacy concerns will derail the market growth rate

Growing concerns relate to data security and privacy of customers in combination with rising cases of fraudulent activities and information misuse will derail the growth of the market. Lack of strong infrastructural facilities in the developing and under developing economies raises the vulnerability of customer privacy and data to theft. This will emerge as a major challenge to the market growth rate.

This call center platforms market report provides details of new recent developments, trade regulations, import-export analysis, production analysis, value chain optimization, market share, impact of domestic and localized market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, strategic market growth analysis, market size, category market growths, application niches and dominance, product approvals, product launches, geographic expansions, technological innovations in the market. To gain more info on the call center platforms market contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.

Recent Developments

• In 2021, A Microsoft-certified 8x8 Contact Center for Microsoft Teams was launched by DMV Veterinary Centers, a Canadian supplier of emergency and specialty pet hospitals and services, according to an announcement from 8X8, Inc.

North America Call Center Platforms Market Scope

The call center platforms market is segmented on the basis of offering, platform, organization size, deployment model and end-user industry. The growth amongst these segments will help you analyze meagre growth segments in the industries and provide the users with a valuable market overview and market insights to help them make strategic decisions for identifying core market applications.

Offering

• Software
• Service

Platform

• Outbound Dialer
• Inbound Voice
• Web Chat
• Omni channel Agent
• Social Media
• Email
• Messaging
• Others

 Organization Size

• Large Organization
• Small and Medium Organizations

Deployment Model

• On-Premise
• Hybrid
• Cloud

End-user Industry

• IT and Telecommunication
• Banking
• Financial Service and Insurance
• Retail
• Healthcare
• Government
• Travel and Hospitality
• Transport and Logistics
• Media and Entertainment
• Education
• Manufacturing
• Energy and Utilities
• Others

Call Center Platforms Market Regional Analysis/Insights

The call center platforms market is analyzed and market size insights and trends are provided by country, offering, platform, organization size, deployment model and end-user industry as referenced above.

The countries covered in the call center platforms market report are U.S., Canada, and Mexico in North America.

U.S. in North America dominates the call center platforms market and will continue to flourish its trend of dominance during the forecast period. The major factors attributable to the region’s dominance are the prevalence of advanced IT infrastructure, growing presence of cloud based software dealers and growing focus of businesses on improving the customer experience.

The country section of the report also provides individual market impacting factors and changes in regulation in the market domestically that impacts the current and future trends of the market. Data points like down-stream and upstream value chain analysis, technical trends and porter's five forces analysis, case studies are some of the pointers used to forecast the market scenario for individual countries. Also, the presence and availability of global brands and their challenges faced due to large or scarce competition from local and domestic brands, impact of domestic tariffs and trade routes are considered while providing forecast analysis of the country data.

Competitive Landscape and Call Center Platforms Market Share Analysis

The call center platforms market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, global presence, production sites and facilities, production capacities, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies' focus related to call center platforms market.

Some of the major players operating in the call center platforms market are:

• Oracle (U.S.)
• IBM (U.S.)
• Microsoft (U.S.)
• VMware, Inc., (U.S.)
• Dell Inc., (U.S.)
• Google LLC  (U.S.)
• Cisco Systems, Inc. (U.S.)
• Red Hat, Inc. (U.S.)
• Hewlett Packard Enterprise Development LP (U.S.)
• NEC Corporation (Japan)
• ATandT Intellectual Property (U.S.)
• Citrix Systems, Inc. (U.S.)
• NTT DATA Corporation (Japan)

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