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

Market Analysis and Size

According to a study conducted by Salesforce, Inc., approximately 84 percent of customers value a company's experience as much as its products and services. Businesses have also realised that better customer service can help boost profits. As a result, businesses are aggressively implementing contact centre solutions as part of their efforts to improve customer service and thus contribute to market growth. Businesses have recognised the value of cloud computing and management tools. As a result, many businesses around the world are focusing on transitioning to cloud-based contact centres.

Data Bridge Market Research analyses that the contact center platforms market was valued at 36.41 billion in 2021 and will reach USD 1166.91 billion by 2029, and is expected to grow at a CAGR of 15.70% during the forecast period of 2022 to 2029. 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.

Market Definition

Call centre platforms enable businesses to better connect with their customers by allowing them to streamline their customer data with businesses, allowing them to maintain their market position.

Report Scope and Market Segmentation

Contact Center Platforms Market Dynamics

This section deals with understanding the market drivers, advantages, opportunities, restraints and challenges. All of this is discussed in detail as below:

• Increasing adoption of connected devices among enterprises

One of the major factors driving the growth of the call centre platforms market is the increasing adoption of connected devices among enterprises. For example, it has been estimated that there will be approximately 400 million IoT devices by the end of 2022, with a projected increase to 1.5 billion by 2029, accounting for approximately 70% of the wide-area category.

• Customer retention

The growing adoption of connected devices benefits call centre agents by allowing them to assist customers with as many devices as possible, allowing the company to retain their customers for a longer period of time.

Restraints

Inadequate network bandwidth in emerging economies limits the adoption of VoIP and cloud-based telephony; high costs and long-term contracts associated with PRI phone services; and the impact of IVR frauds and cyber-attacks on business operations are all major restraints on the growth of the contact centre platform market.

Opportunities

On the other hand, the constant transitions to cloud-based contact centers and high demand to analyze audio and video conversations in real time will create several opportunities that will lead to the growth of the contact center platforms market in the above mentioned forecast period.

This contact 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 contact 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 Development

• Five9 partnered with Conn3ct, a CX, unified communications, and network services communication provider, in December 2020 to use the latter's suite of communication channels to improve customer experiences and strengthen its foothold in EMEA.
• Cisco acquired BabbleLabs, a noise removal technology provider, in October 2020 to improve its platform's video meeting capabilities by leveraging BabbleLabs' expertise in noise removal and speech enhancements.
• NICE launched Real-Time Interaction Guidance, an interaction guidance solution powered by its AI platform—ENLIGHTEN—in July 2020. The solution, which is based on predictive behavioural models, aims to determine and score agent behaviours in order to improve sales opportunity identification and customer satisfaction.

Global Contact Center Platforms Market Scope

The contact center platforms market is segmented on the basis of offering, platform, organization size, deployment model and 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
• Services

Platform

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

Organization Size

• Small
• Medium
• large

Deployment Model

• Cloud
• On premise
• Hybrid

End User

• IT and telecommunication
• Travel and Hospitality
• Transport and Logistics
• Energy and Utilities
• Education
• Manufacturing
• Government
• Banks and Financial Institution
• Others

Contact Center Platforms Market Regional Analysis/Insights

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

The countries covered in the contact 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.

North America will hold the largest share of the market. Acceptance of emerging technologies such as cloud platforms and big data at an early stage. In addition, there is an increase in demand for Contact Sensor technology across the region in order to increase overall productivity by optimising outbound and inbound operations. These factors are expected to drive the North American market.

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 Contact Center Platforms Market Share Analysis

The contact 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 contact center platforms market.

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

• NICE (UK)
• Genesys (US)
• Cisco Systems Inc (US)
• Avaya Inc (US)
• Five9 Inc (US)
• Talkdesk (US)
• Vonage (US)
• 8x8 Inc (US)
• Amazon Web Services, Inc. (US)
• Atos SE (France)
• ALE International (France)
• SAP SE (Sweden)
• Oracle (US)
• RingCentral Inc (US)
• IBM (US)
• Lifesize (US)
• Content Guru Limited (UK)
• Aspect Software Inc (US)
• Enghouse Interactive (US)
• 3CLogic (US)
• Ameyo (India)
• Verizon (US)
• Intrado Corporation (US)
• AT&T Intellectual Property (US)
• BT (UK)
• Twilio Inc (US)
• Vocalcom (France)
• Корпорация NEC (Япония)
• Evolve IP LLC (США)
• Корпорация Mitel Networks (Канада)
• Корпорация ZTE (Китай)

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