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Boost in Technology Driving the Contact Center Software Market globally by 2025

Boost in Technology Driving the Contact Center Software Market

In the present era, consumers play a very important role in any business sector. In order to maintain the customers and cater the increasing demand of consumers, an efficient call center software is necessary. With the evolution of technology, the physical contact centers having human operators have been replaced by automatic call distributor technology which is more flexible automated system capable of handling volumes of calls easily. Contact center software is a tool that enables an efficient interaction between the customers and contact center agents. It helps agents to track and report the data regarding the interactions.

Today, many business organizations are deploying an omni-channel accessibility to contact center in order to provide a seamless experience where the customer can reach call centers through any channel like email, SMS, web, mobile or social media. Also, the deployment of contact center at cloud due to low cost, high flexibility, automated routing of calls and automated workflows are one of the trends in the contact center software market.

Contact Center Software: Drivers and Restraints

The factors driving the market of contact center software market are increasing adoption of IoT enables services and increasing number of IoT devices. Factors like mobility, accessibility of all the database through omni- channel, and management of the devices and services across multiple vendors are boosting the demand of call center software in the market.

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Various factors like security issues, degrading of quality of service, cost issues in case of on-premise call center software and limited options available for customization and regular up gradation in case of hosted call center software are few of the factors restraining the market of contact center software.

Contact Center Software: Segmentation

Segmentation based on deployment type in Contact Center Software Market:

On-Premise
SaaS
Hosted
Browser based

Segmentation based on end-user in Contact Center Software Market:

SEMs
Large enterprises
BFSI

Contact Center Software: Competitive Landscape

Key players in the contact center software market are Genesys Telecommunications Laboratories, Inc., Mitel Networks Corporation, Talkdesk, Inc., Bitrix24, Inc., Salesforce.com, Cisco Systems, Inc., Five9, Inc., Bright Pattern, Inc., SAP SE, Ameyo.com and Oracle Corporation.

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ABOUT US:
Persistence Market Research (PMR) is a third-platform research firm. Our research model is a unique collaboration of data analytics and market research methodology to help businesses achieve optimal performance. To support companies in overcoming complex business challenges, we follow a multi-disciplinary approach. At PMR, we unite various data streams from multi-dimensional sources. By deploying real-time data collection, big data, and customer experience analytics, we deliver business intelligence for organizations of all sizes.

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