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Surging Demand For Cloud-Based Contact Centers Fuels Contact Center Software Market Growth: Pivotal Factor Influencing Contact Centre Software Market Growth in 2025
Contact Centre Software Market Size
Contact Centre Software Market Size Growth Forecast: What to Expect by 2025?
The market size of contact centre software has expanded swiftly in the past few years. It is projected to progress from $43.39 billion in 2024 to $51.19 billion in 2025, growing at a compound annual growth rate (CAGR) of 18.0%. The growth observed in the historic period can be traced back to factors such as focus on customer experience, scalability for expanding businesses, immediate communication, adherence to data security, and facilitation of remote work.
How Will the Contact Centre Software Market Size Evolve and Grow by 2029?
The market size for contact centre software is projected to witness a remarkable increase in the approaching years, escalating to a value of $117.04 billion by 2029, at a compound annual growth rate (CAGR) of 23.0%. The expansion during the projected period may be credited to the utilization of predictive analytics for acquiring customer insights, implementation of self-service and knowledge bases, continual enhancement via feedback, and remote supervision and training. Significant trends anticipated during this period encompass omnichannel communication, a transition towards cloud-based solutions, automation of regular tasks, assistive technologies for agents, advancements in analytics and reporting, in addition to personalization by harnessing data.
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What Drivers Are Propelling the Growth of Contact Centre Software Market Forward?
The accelerating uptake of cloud-based contact center services is significantly driving the expansion of the contact center software market. The cloud-based contact center operates on an internet server, enabling it to manage all inbound and outbound communications with customers. The soaring implementation of cloud-based contact centers, given their higher scalability and flexibility compared to traditional contact centers, is fostering the development of the contact center software market. For instance, the State of the Contact Center Report highlights that cloud-based contact centers now form the majority, with 75% of contact centers functioning in the cloud (comprising 44% fully and 31% in a hybrid manner). Hence, this swift uptrend in the uptake of cloud-based contact center services is fuelling the momentum in the contact center software market's growth.
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Which Emerging Trends Are Transforming the Contact Centre Software Market in 2025?
Emerging tech improvements are identified as key growing trends in the contact center software industry. Businesses are employing cloud technologies to boost the efficacy of contact center software. The move to the cloud allows for flawless integration and synchronization of information and communication pathways across cloud-based services and apps, leading to enhanced customer engagement and streamlined procedures. For example, in October 2023, Bharti Airtel, a telecommunication firm from India, announced the launch of an integrated omni-channel cloud solution, Airtel CCaaS (contact center as a service) under its Airtel IQ section. This brand new platform provides comprehensive solutions for contact centers, encompassing voice, cloud, and software features. The telecom company highlighted that this is the first such service in India, as, until now, contact centers have dealt with various providers across several functions. Airtel CCaaS will provide call management for both incoming and outgoing calls, along with features such as call routing, call queuing, conference calls, call redirection, and cloud supervision accessible across all business premises.
What Are the Key Segments in the Contact Centre Software Market?
The contact centre software market covered in this report is segmented -
1) By Component: Software, Services
2) By Deployment: Cloud-Based, On-Premise
3) By End User: Banking, Financial Services, And Insurance (BFSI), Consumer Goods And Retail, Healare, IT And Telecom, Government
Subsegments:
1) By Software: Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Workforce Management Software, Customer Relationship Management (CRM) Integration, Analytics And Reporting Tools
2) By Services: Consulting Services, Implementation Services, Training Services, Support And Maintenance Services
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Who Are the Key Players Shaping the Contact Centre Software Market's Competitive Landscape?
Major companies operating in the contact centre software market include Cisco Systems Inc., Oracle Corporation., SAP SE,ZTE Corporation,Nippon Electric Company Limited, Genesys Telecommunications Laboratories Inc., Mitel Networks Corporation., Talkdesk Inc., Drishti soft Solutions Pvt Ltd.,8x8 Inc., Aspect Software Inc., Five9 Inc., Vocalcom SA,Enghouse Systems Limited, NICE Systems Ltd., Genpact Ltd., RingCentral Inc., Salesforce com Inc., Twilio Inc., Zendesk Inc., Alcatel-Lucent Enterprise, Connect First Inc., NEC Corporation, Noble Systems Corporation, Serenova LLC.
What Geographic Markets Are Powering Growth in the Contact Centre Software Market?
North America was the largest region in the contact center software market in 2024.Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the contact center software market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa
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