Contact Center Software Market by Product Type, by Deployment and Geography: Analysis, Size, Growth, Trends, and Forecast, 2024-2028

Market Size

Advancements in AI/ML technologies, CRM integration, social media engagement, and automation capabilities are driving the global contact center software market. Cloud services are transforming contact center operations, offering scalability, flexibility, and cost-effectiveness compared to traditional on-premise solutions. Contact center software encompasses a range of functionalities, including automatic call distribution (ACD), interactive voice response (IVR), computer telephony integration (CTI), workforce management, reporting/analytics, and CRM integration. These features enable organizations to streamline operations, improve agent efficiency, and deliver personalized customer experiences.

This market is segmented by product type, by deployment, and by region, including North America, Europe, APAC, South America, and the Middle East and Africa. This report also analyzes key competitors in the contact center software market, such as Cisco Systems, Oracle, and SAP.

Technavio’s in-depth industry report offers historical data as well as a comprehensive market forecast. It analyzes the current state of the contact center software market and provides detailed predictions on its performance over the coming years. It examines key factors such as market drivers, challenges, and key emerging trends, as well as the global competitive landscape. Also included is a breakdown of the types of products available on the market, along with their market shares and future prospects.

Market Report Highlights

Product Type	Interactive Voice Responses (IVR) Reporting and Analytics Workforce Optimization Others
Deployment	Cloud On-Premises
Regional Landscape	North America Europe APAC South America Middle East and Africa
Key Companies Profiled	Aspect Software Avaya Inc. Cisco Systems, Inc. Enghouse Interactive Inc. Five9, Inc. Genesys NEC Corporation Oracle Corporation SAP SE Unify Inc.

Market Report Insights

• Precise evaluation of the market’s size, including historical data and a forecast of market performance from 2024 to 2028
• Qualitative and quantitative analysis of the current market scenario and future prospects, allowing clients to make informed business decisions
• In-depth analysis of the drivers and challenges that will impact the growth of the market between 2024 and 2028
• Predictions about upcoming trends and changes in consumer behavior
• A thorough industry analysis of the competitive landscape and detailed information on key companies in the market, including factors such as market positioning and product offerings
• Region-by-region analysis of market growth and opportunities across North America, Europe, APAC, South America, and the Middle East and Africa

Market Segmentation

The contact center software market is segmented according to product type, deployment, and region. Technavio’s industry report provides actionable market insights on each segment, including market share and growth forecasts. IVR is a leading segment of the market, as these systems automate customer service by allowing users to navigate through menu options without the need to involve a live agent. This makes customer service more efficient and reduces staffing costs.

Product Type Segmentation

• Interactive Voice Responses (IVR)
• Reporting and Analytics
• Workforce Optimization
• Others

Deployment Segmentation

• Cloud
• On-Premises

Regional Analysis

Different parts of the world will have different demands, supply chain logistics, legal nuances, and other factors to take into consideration when entering a new market. Technavio’s contact center software market research helps facilitate strategic business decisions by providing a historical and focused look at regional markets, including market trends, drivers, and challenges as well as predictions for regional market sizes and growth.

Geographical Segmentation:

• North America
  • Segmentation by product
  • Segmentation by deployment
• Europe
  • Segmentation by product
  • Segmentation by deployment
• APAC
  • Segmentation by product
  • Segmentation by deployment
• South America
  • Segmentation by product
  • Segmentation by deployment
• The Middle East and Africa
  • Segmentation by product
  • Segmentation by deployment

Competitive Landscape

This report provides an analysis of the market’s competitive landscape and offers information on the products offered by various companies in order to help clients improve their market positions. It also provides a detailed analysis of the upcoming contact center software market trends and challenges and how they will influence market growth, designed to help companies create effective strategies to make the most of the global market.

Companies leading the global contact center software market include:

• Aspect Software
• Avaya Inc.
• Cisco Systems, Inc.
• Enghouse Interactive Inc.
• Five9, Inc.
• Genesys
• NEC Corporation
• Oracle Corporation
• SAP SE
• Unify Inc.

Market Dynamics

In order to make informed business decisions and strategies, it’s important to be informed of the many factors impacting the market. What is driving growth in the market and how does that influence new product releases? What challenges are increasing risk for a specific course of action or in a specific market? What will the key trends be over the next several years and what is the best way to take advantage of them? The answers to these questions help companies to evaluate business approaches and develop growth strategies.

Key decision-makers, including CFOs, CTOs, and CEOs, are increasingly recognizing the importance of IT spending in enhancing customer experience and bolstering brand image. Virtual work trends have accelerated the adoption of cloud-based contact center solutions, enabling remote work capabilities while maintaining productivity and security. Amid economic uncertainties, investments in contact center software deployments remain resilient as organizations prioritize digital transformation initiatives to better serve their customers. Both the public and private sectors are investing in cloud-deployment strategies to drive revenue growth and enhance operational efficiency.

AI/ML-driven self-service bots are reshaping customer interactions, providing quick resolutions to inquiries and reducing agent workload. Analytics tools help monitor KPIs such as customer satisfaction, first contact resolution, and net promoter score, enabling organizations to continuously optimize performance and drive better outcomes.

Cloud vendors, solution providers, system integrators, and OEMs are collaborating to offer comprehensive contact center solutions tailored to meet the evolving needs of customers. Networking, servers, and infrastructure play a crucial role in ensuring the reliability and performance of cloud-based contact center deployments.

FAQ

What is Contact Center Software?

Contact Center Software is a suite of tools and technologies designed to manage customer interactions across various communication channels, such as voice calls, email, chat, social media, and more.

What types of organizations use Contact Center Software?

Contact Center Software is used by various organizations across industries such as retail, healthcare, financial services, telecommunications, e-commerce, and more, that need to manage large volumes of customer interactions.

How does AI and automation impact Contact Center Software?

AI and automation technologies enhance Contact Center Software by automating routine tasks (such as FAQs through chatbots), enabling predictive analytics for customer behavior, facilitating sentiment analysis, and improving routing and scheduling efficiencies.

What trends are shaping the Contact Center Software Market?

Trends include the shift towards omnichannel customer engagement, integration of AI and machine learning for personalized customer interactions, emphasis on data security and compliance (e.g., GDPR), and the rise of remote and mobile-friendly solutions.

Table of Contents

1 Executive Summary

• 1.1 Market overview
  • Exhibit 01: Executive Summary – Chart on Market Overview
  • Exhibit 02: Executive Summary – Data Table on Market Overview
  • Exhibit 03: Executive Summary – Chart on Country Market Characteristics
  • Exhibit 04: Executive Summary – Chart on Market by Geography
  • Exhibit 05: Executive Summary – Chart on Market Segmentation by Distribution Channel
  • Exhibit 06: Executive Summary – Chart on Market Segmentation by Product
  • Exhibit 07: Executive Summary – Chart on Incremental Growth
  • Exhibit 08: Executive Summary – Data Table on Incremental Growth
  • Exhibit 09: Executive Summary – Chart on Vendor Market Positioning

2 Market Landscape

• 2.1 Market ecosystem
  • Exhibit 10: Parent market
  • Exhibit 11: Market Characteristics

3 Market Sizing

• 3.1 Market definition
  • Exhibit 12: Offerings of vendors included in the market definition

• 3.2 Market segment analysis
  • Exhibit 13: Market segments

• 3.3 Market size 2023

• 3.4 Market outlook: Forecast for 2023-2028
  • Exhibit 14: Chart on North America - Market size and forecast 2023-2028 ($ billion)
  • Exhibit 15: Data Table on Regional - Market size and forecast 2023-2028 ($ billion)
  • Exhibit 16: Chart on North America: Year-over-year growth 2023-2028 (%)
  • Exhibit 17: Data Table on Regional - Market size and forecast 2023-2028 ($ billion)

4 Historic Market Size

• 4.1 Dietary supplements market in North America 2018 - 2022
  • Exhibit 18: Historic Market Size – Data Table on dietary supplements market in north America 2018 - 2022 ($ billion)

• 4.2 Distribution Channel Segment Analysis 2018 - 2022
  • Exhibit 19: Historic Market Size – Distribution Channel Segment 2018 - 2022 ($ billion)

• 4.3 Product Segment Analysis 2018 - 2022
  • Exhibit 20: Historic Market Size – Product Segment 2018 - 2022 ($ billion)

• 4.4 Geography Segment Analysis 2018 - 2022
  • Exhibit 21: Historic Market Size – Geography Segment 2018 - 2022 ($ billion)

5 Five Forces Analysis

• 5.1 Five forces summary
  • Exhibit 22: Five forces analysis - Comparison between 2023 and 2028

• 5.2 Bargaining power of buyers
  • Exhibit 23: Chart on Bargaining power of buyers – Impact of key factors 2023 and 2028

• 5.3 Bargaining power of suppliers
  • Exhibit 24: Bargaining power of suppliers – Impact of key factors in 2023 and 2028

• 5.4 Threat of new entrants
  • Exhibit 25: Threat of new entrants – Impact of key factors in 2023 and 2028

• 5.5 Threat of substitutes
  • Exhibit 26: Threat of substitutes – Impact of key factors in 2023 and 2028

• 5.6 Threat of rivalry
  • Exhibit 27: Threat of rivalry – Impact of key factors in 2023 and 2028

• 5.7 Market condition
  • Exhibit 28: Chart on Market condition - Five forces 2023 and 2028

6 Market Segmentation by Distribution Channel

• 6.1 Market segments
  • Exhibit 29: Chart on Distribution Channel - Market share 2023-2028 (%)
  • Exhibit 30: Data Table on Distribution Channel - Market share 2023-2028 (%)

• 6.2 Comparison by Distribution Channel
  • Exhibit 31: Chart on Comparison by Distribution Channel
  • Exhibit 32: Data Table on Comparison by Distribution Channel

• 6.3 Offline - Market size and forecast 2023-2028
  • Exhibit 33: Chart on Offline - Market size and forecast 2023-2028 ($ billion)
  • Exhibit 34: Data Table on Offline - Market size and forecast 2023-2028 ($ billion)
  • Exhibit 35: Chart on Offline - Year-over-year growth 2023-2028 (%)
  • Exhibit 36: Data Table on Offline - Year-over-year growth 2023-2028 (%)

• 6.4 Online - Market size and forecast 2023-2028
  • Exhibit 37: Chart on Online - Market size and forecast 2023-2028 ($ billion)
  • Exhibit 38: Data Table on Online - Market size and forecast 2023-2028 ($ billion)
  • Exhibit 39: Chart on Online - Year-over-year growth 2023-2028 (%)
  • Exhibit 40: Data Table on Online - Year-over-year growth 2023-2028 (%)

• 6.5 Market opportunity by Distribution Channel
  • Exhibit 41: Market opportunity by Distribution Channel ($ billion)
  • Exhibit 42: Data Table on Market opportunity by Distribution Channel ($ billion)

7 Market Segmentation by Product

• 7.1 Market segments
  • Exhibit 43: Chart on Product - Market share 2023-2028 (%)
  • Exhibit 44: Data Table on Product - Market share 2023-2028 (%)

• 7.2 Comparison by Product
  • Exhibit 45: Chart on Comparison by Product
  • Exhibit 46: Data Table on Comparison by Product

• 7.7 Others - Market size and forecast 2023-2028
  • Exhibit 63: Chart on Others - Market size and forecast 2023-2028 ($ billion)
  • Exhibit 64: Data Table on Others - Market size and forecast 2023-2028 ($ billion)
  • Exhibit 65: Chart on Others - Year-over-year growth 2023-2028 (%)
  • Exhibit 66: Data Table on Others - Year-over-year growth 2023-2028 (%)

• 7.8 Market opportunity by Product
  • Exhibit 67: Market opportunity by Product ($ billion)
  • Exhibit 68: Data Table on Market opportunity by Product ($ billion)

8 Customer Landscape

• 8.1 Customer landscape overview
  • Exhibit 69: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

9 Geographic Landscape

• 9.1 Geographic segmentation
  • Exhibit 70: Chart on Market share by geography - 2023-2028 (%)
  • Exhibit 71: Data Table on Market share by geography - 2023-2028 (%)

• 9.2 Geographic comparison
  • Exhibit 72: Chart on Geographic comparison
  • Exhibit 73: Data Table on Geographic comparison

• 9.6 Market opportunity by geography
  • Exhibit 74: Market opportunity by geography ($ billion)
  • Exhibit 75: Data Table on Market opportunity by geography ($ billion)

10 Drivers, Challenges, and Trends

• 10.1 Market drivers

• 10.2 Market challenges

• 10.3 Impact of drivers and challenges
  • Exhibit 76: Impact of drivers and challenges in 2023 and 2028

• 10.4 Market trends

11 Vendor Landscape

• 11.1 Overview

• 11.2 Vendor landscape
  • Exhibit 77: Overview on Criticality of inputs and Factors of differentiation

• 11.3 Landscape disruption
  • Exhibit 78: Overview on factors of disruption

• 11.4 Industry risks
  • Exhibit 79: Impact of key risks on business

12 Vendor Analysis

• 12.1 Vendors covered
  • Exhibit 80: Vendors covered

• 12.2 Market positioning of vendors
  • Exhibit 81: Matrix on vendor position and classification

• 13 Appendix

• 13.1 Scope of the report

• 13.2 Inclusions and exclusions checklist
  • Exhibit 82: Inclusions checklist
  • Exhibit 83: Exclusions checklist

• 13.3 Currency conversion rates for US$
  • Exhibit 84: Currency conversion rates for US$

• 13.4 Research methodology
  • Exhibit 85: Research methodology
  • Exhibit 86: Validation techniques employed for market sizing
  • Exhibit 87: Information sources

• 13.5 List of abbreviations
  • Exhibit 88: List of abbreviations