At 13.8% CAGR, Contact Center Software Market Size is Expected to Reach USD 59.86 Billion in 2028, says Brandessence Market Research

LONDON, Jan. 25, 2022 /PRNewswire/ — The Global Contact Center Software Market in terms of revenue was worth of USD 24.22 Billion in 2021 and is Projected to reach USD 59.86 Billion in 2028, growing at a CAGR of 13.8% from 2021 to 2028 Research By Brandessence Market Research & Consulting Pvt ltd.


Increasing demands of technological solutions from IT and telecom, BFSI, government, consumer goods, retail sectors and other industries is expected to drive the market growth. Contact Center Software Market By Component( Software (Intelligent Call Routing, Intelligent Virtual Assistants, Workforce Optimization, Reporting And Analytics, Security), Fraud Management, Network Security, Others (Dialers) Predictive Dialer, Preview Dialer, Progressive Dialer, (Customer Collaboration, Call Recording, Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Automatic Call Distribution (ACD), Others), Service (Professional Services, Managed Services) ) By Deployment (Cloud, On-Premise) By Organization (Large Enterprises, Small And Medium-Sized Enterprises), Industry Analysis, Trends, And Forecast to 2022-2028

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Scope of Global Contact Center Software Market Report:

Contact Center software is a technological tool that deals with the effectiveness and efficacy of a Contact Center with a special focus on the interactions between customers and contacts Center agents. It is a space where all customer conversations across all social media occur. The Center is a central point from where all contacts get managed. This provides facilities to handle clients’ contacts via different mediums such as, email, fax, and telephone among others. The software comes in many forms and functions such as autodialer, contact Center monitors, call accounting solutions, call analytics, predictive driver, computer telephony interactive voice response, call recording, and automatic call distributor. The software is used for enhancing customer service management for growing communication, responsibilities, productivity, and efficiency.

Key Companies of global Contact Center Software are:

  • Cisco Systems Inc.
  • IBM Corporation
  • Mitel Corporation
  • NEC Corporation
  • Nice Systems Ltd.
  • Oracle Corporation
  • SAP SE
  • Oracle Corporation
  • Nice Ltd
  • Avaya
  • BT Group
  • 8*8 Contact Center
  • Alcatel-Lucent Enterprise
  • Avaya, Inc.
  • Genesys
  • Huawei Technologies Co., Ltd.
  • Microsoft Corporation
  • Others are also Contributing on Contact Center Software Market

Contact Center Software Market Dynamics

The contact Center software is in a growing need to accommodate the customer requirements and raise Omnichannel communications and are the major drivers of the global contact center software market. Increasing demands from IT and telecom, BFSI, government, consumer goods, and retail sectors are expected to drive the market growth. Customers can communicate and unite with institutions via a number of channels like email, text, voice, mobile and social media. The Omnichannel Contact Center software permits institutions to offer a personal touch with customer interactions at the time of offering services. Enterprises require a solution that offers centralized control of service delivery over all the distinct channels, therefore, enterprises have started using Omnichannel communication platforms that fuse all channels and give a compatible customer experience.

However, difficult to blend with inherent systems and the on-premise software are stationed on-site and cannot be moved, also the term on-premise software itself explains that the software is self-explanatory which means it is local to a contact Center and whenever administrators, supervisors, representatives, and agents are not active on-premise and therefore, acts as the barriers for the growth of the Contact Center software market.

Moreover, increasing developments in the technological field such as the Internet of Things (IOT), analytics, and artificial intelligence (AI) can create significant opportunities for revenue growth during the forecast period.

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Contact Center Software Key Segmentation Analysis:

Global contact center software market report is segmented on the basis of component, deployment, organization, vertical level & regional, and country level. Based upon components, the global Contact Center Software Market is segmented into software and services. Softwares are further divided into intelligent call routing, workforce optimization, reporting & analytics, intelligent virtual assistants, security, dialers, customer collaboration, automatic call distribution (ACD), computer telephony integration (CTI), call recording, interactive voice response (IVR) and others. The service segment is also further divided into professional services and managed services. Based on deployment market is classified into on-premises and cloud. Based on the organization, the market is fragmented into small & medium enterprises and large enterprises. Based upon the vertical, the market is segmented into retail and consumer goods, BFSI, healthcare, government, IT & telecom, media & entertainment, travel and hospitality.

Key Benefits for Contact Center Software Market Report–

  • Global Contact Center Software Market report covers in-depth historical and forecast analysis.
  • Global Contact Center Software Market research report provides detailed information about Market Introduction, Market Summary, Global market Revenue (Revenue USD), Market Drivers, Market Restraints, Market Opportunities, Competitive Analysis, Regional and Country levels.
  • Global Contact Center Software Market report helps to identify opportunities in the marketplace.
  • Global Contact Center Software Market report covers extensive analysis of emerging trends and competitive landscape.

On Special Requirement Contact Center Software Market Report is also available for below region:

North America

  • U.S, Canada


  • Germany, France,U.K., Italy, Spain, Sweden, Netherland, Turkey, Switzerland, Belgium, Rest of Europe


  • South Korea, Japan, China, India, Australia, Philippines, Singapore, Malaysia, Thailand, Indonesia, Rest Of APAC

Latin America

  • Mexico, Colombia, Brazil, Argentina, Peru, Rest of Latin America

Middle East and Africa

  • Saudi Arabia, UAE, Egypt, South Africa, Rest Of MEA

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