Global Call Center Platforms Market – Industry Trends and Forecast to 2029

Global Call Center Platforms Market, By 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 Organization), Deployment Model (On-Premise, Hybrid, Cloud), 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) – Industry Trends and Forecast to 2029.

 Call Center Platforms Market Analysis and Size

As per the analysis of Salesforce.com, Inc., approximately 84% of consumers consider the experience a specific company provides as important as its services and products. Businesses have also realized that improved consumer service can help in increasing profitability. Hence, businesses are aggressively adopting call center solutions as part of their efforts to enhance consumer service, thus contributing to call center platforms market growth.

Data Bridge Market Research analyses that the call center platforms market was valued at USD 27634.57 million in 2021 and is expected to reach the value of USD 88740.03 million by 2029, at a CAGR of 15.70% during the forecast period. 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.

Call Center Platforms Market Scope and Segmentation

Market Definition

A cloud call center platform is a full-featured, cloud-native, integrated platform designed to facilitate omni-channel or multichannel communication between consumers and agents (or self-service systems) in a way that increases both the agent and customer experiences. The purpose of call center software is to aid businesses in managing consumer communication live chat, instant messaging, over phone, email, SMS text, and social media.

Global Call Center Platforms Market

Drivers

• Increasing preference of cloud-based contact center solutions

The growing usage of cloud-based contact centers is projected to boost the demand of call center platforms and further expand the growth rate of the call center platforms market. Agents can connect from any place and get real-time access to consumer information through cloud-based technologies. Moreover, cloud-based call center solutions do not need full-time workers to work physically; this technology also allows agents to be employed anywhere. The improved system dependability and secure provide increase security. Call center system vendors form an active architecture where end-user infrastructure processing is separated between two sites.

• Increasing Need to Automate Customer Service

Now, consumer care executives are developing closer relationships with consumers to provide long-term value for firms. As per the analysis, more than 60% of industries are improving their data analysis, which is important for offering a better consumer experience. Now businesses have more access to customized client data for better experiences due to AI and ML technologies. For instance, AI-based social media and chatbot management tools can easily help clients in resolving their own problems. Business process automation will also improve employee overall organizational performance and agility by providing actionable data for consumer insights.

Moreover, aspects such as growing urbanization levels and government support for the digital economy will increase the market's overall growth during the forecast period. Also, the rapid cloud computing, telecommunications and IoT advancements are expected to propel the call center platforms market growth rate.

Opportunities

• Increasing adoption of advanced technology

Contact center administrators and managers are adopting cloud technology for several purposes, such as improved efficiency and security. Apart from cloud technology, businesses are also adopting several other omnichannel solutions such as chatbots and video chat assistance based on latest technologies such as artificial intelligence (AI) to increase consumer experience. Numerous organizations have already initiated automating several business functions leveraging artificial intelligence (AI). Prescriptive artificial intelligence (AI), the next generation of this technology, delivers an extensive variety of new capabilities which will range from more enhanced case routing to scheduling management and effective inquiry resolution.

Restraints

• High Cost

The smaller and older call centers still trust on PRI phone services to prevent call drops owing to data bandwidth constrictions and attain superior quality through a dedicated line structure. 23 voice channels are present by PRI and can be used at once. However, increasing the requirement for the installation of additional PRI circuits raises the cost of overhead. Thus, high cost reduces the adoption rate, which will hinder the market growth rate.

• Issues associated with security and data privacy

The wide storing of client data puts call center platforms continuously at risk. The client data security and privacy is very essential. Thus the increasing concerns about the issues associated with data security and privacy is estimated to be a substantial challenge for the call center platforms market.

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.

COVID-19 Impact on Call Center Platforms Market

The call center platforms market was slightly affected by COVID-19 outbreak due to augmented usage of contact center software in unusual circumstances. There is an increasing demand for create more agile customer interaction strategies and for businesses to move away from outdated infrastructure. However the promptness and correctness of requests addressable have always been major factors in consumer interaction success. To boost productivity and secure business continuity, the continuing trend of work from home) throughout the pandemic period drives the usage of contact center software. For instance, VOO, a well-known Belgian telecommunications company, in April 2020, implemented an agile cloud contact center solution and rapidly transitioned its 188 agents to remote work. Contact centers also provide information on travel and healthcare which have considerably increased. Moreover, it has also enhanced digital transformation in many other industries. As a result, contact center solutions are developing into strategic options and, in several situations, delivers a brand's public face.

Recent Development

• In August 2020, HGS Digital LLC, a Hinduja Global Solutions Ltd division, confirmed its enrollment in the Contact Center Intelligence (CCI) solutions Partner program of Amazon Web Services (AWS). HGS Digital LLC expects helping consumers to increase the intelligence of their present contact centre solution with the support of cooperation. It creates the advantage of Amazon's cutting-edge technologies to provide clients with personalized and more effective service.

Global 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

 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, Germany, France, U.K., Netherlands, Switzerland, Belgium, Russia, Italy, Spain, Turkey, Rest of Europe in Europe, China, Japan, India, South Korea, Singapore, Malaysia, Australia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific (APAC) in the Asia-Pacific (APAC), Saudi Arabia, U.A.E, Israel, Egypt, South Africa, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA), Brazil, Argentina and Rest of South America as part of South America.

Asia-Pacific dominates the call center platforms market owing to the increasing business automation among end user industries, mostly in the IT and financial sectors, which has enormously surged adoption of call center software in this region.

Europe will continue to project the highest compound annual growth rate during the forecast period of 2022-2029 owing to the increased use of cognitive platforms with the availability of a well-established infrastructure in this region.

The country section of the report also provides individual market impacting factors and changes in market regulation that impact 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.)
• RACKSPACE TECHNOLOGY, (U.S.)
• Microsoft (U.S.)
• VMware, Inc., (U.S.)
• Dell Inc., (U.S.)
• Redcentric plc (U.K.)
• Google LLC (U.S.)
• Cisco Systems, Inc. (U.S.)
• Red Hat, Inc. (U.S.)
• Getronics (Netherlands)
• Hewlett Packard Enterprise Development LP (U.S.)
• CenturyLink (U.S.)
• NEC Corporation (Japan)
• Joyent, Inc., (U.S.)
• AT&T Intellectual Property (U.S.)
• Citrix Systems, Inc. (U.S.)
• NTT DATA Corporation (Japan)