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According to the latest research, the global Call Center Software market size was valued at USD 15245.49 million in 2022 and is expected to expand at a CAGR of 14.44% during the forecast period, reaching USD 34245.9 million by 2028.
Market Opportunity
The integration of Internet of Things, artificial intelligence and other digital technologies with global supply chain will promote the development of call center software market. Due to the advanced operation technology, the call center market is adopting the digital supply chain management option. These intelligent technologies will improve service quality and asset efficiency, and eliminate human and machine errors. The application of the software in the call center software meets the requirements of intelligence and production and operation, is conducive to the further development of the call center software, and improves the decision-making efficiency and the transparency of the system and production and operation.
Modern call center is a new generation customer service system using computer telephony integration (CTI technology), which is different from traditional telephone service center in that it closely combines the information processing function of computer, telephone access and intelligent distribution of digital SPC exchange, automatic voice processing technology, Internet technology, network communication technology, business intelligence technology and business system. Call center software integrates the company's communication system, computer processing system, human service representatives, information and other resources into a unified and efficient service platform. It concentrates the services provided by various functional departments within the enterprise for customers in a unified external contact "window" and adopts a unified standard service interface to provide systematic, intelligent, personalized and humanized services for users.
Cybercriminals may use software to lock customer data and steal customer information for profit. In recent years, the problem of software data information leakage emerges one after another. Software data leakage is a serious concern of companies and users, and it is also one of the important factors in choosing software. In addition, some cybercriminals may take advantage of the loopholes in the design and cheat money with the help of Call Center Software. A series of vicious incidents brought by cyber criminals will reduce the credibility of the Call Center Software and hinder the development of the Call Center Software market.
Region Overview:
North America had the highest growth rate of all regions.
Company Overview:
Genesys Telecommunications Laboratories Inc., NICE Ltd., Cisco Systems Inc. were the top 3 players in the Call Center Software market in 2021, taking up a market share of 32.62% together.
Genesys® provides more than 70 billion excellent customer experiences to organizations in more than 100 countries every year. With the powerful functions of cloud and artificial intelligence, Genesys technology can always connect customers in marketing, sales and service fields in all channels, and at the same time, it can improve the employee experience. Genesys pioneered the Experience as a Service℠, so that organizations of any size can provide truly personalized services on a large scale, resonate with customers and enhance customer trust and loyalty.
NICE Ltd. is an Israel-based company, specializing in contact center software, telephone voice recording, data security, surveillance, and Robotic Process Automation as well as systems that analyze recorded data. It is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens.
Application Overview:
By application, the BFSI segment occupied the biggest share from 2017 to 2022.
This report elaborates on the market size, market characteristics, and market growth of the Call Center Software industry between the year 2018 to 2028, and breaks down according to the product type, downstream application, and consumption area of Call Center Software. The report also introduces players in the industry from the perspective of the value chain and looks into the leading companies.
Key Points this Global Call Center Software Market Report Include:
Market Size Estimates: Call Center Software market size estimation in terms of revenue and sales from 2018-2028
Market Dynamic and Trends: Call Center Software market drivers, restraints, opportunities, and challenges
Macro-economy and Regional Conflict: Influence of global inflation and Russia & Ukraine War on the Call Center Software market
Segment Market Analysis: Call Center Software market revenue and sales by type and by application from 2018-2028
Regional Market Analysis: Call Center Software market situations and prospects in major and top regions and countries
Call Center Software Market
Call Center Software Industry Chain: Call Center Software market raw materials & suppliers, manufacturing process, distributors by region, downstream customers
Call Center Software Industry News, Policies by regions
Call Center Software Industry Porters Five Forces Analysis
Key players in the global Call Center Software market are covered in Chapter 2:
NICE Ltd.
Five9 Inc.
Verint
Avaya Holdings Corp
Genesys Telecommunications Laboratories Inc.
Vonage Holdings Corp.
8x8 Inc.
Cisco Systems Inc.
Amazon.com Inc.
Atos SE
Aspect Software
Talkdesk Inc.
In Chapter 6 and Chapter 9, on the basis of types, the Call Center Software market from 2018 to 2028 is primarily split into:
Type 1
Type 2
In Chapter 7 and Chapter 10, on the basis of applications, the Call Center Software market from 2018 to 2028 covers:
IT and Telecom
BFSI
Healthcare
Retail
Others
Geographically, the detailed analysis of consumption, revenue, market share and growth rate of the following regions from 2018 to 2028 are covered in Chapter 8 and Chapter 11:
United States
Europe
China
Japan
India
Southeast Asia
Latin America
Middle East and Africa
Others
In summary, this report relies on sources from both primary and secondary, combines comprehensive quantitative analysis with detailed qualitative analysis, and pictures the market from a macro overview to micro granular segment aspects. Whatever your role in this industry value chain is, you should benefit from this report with no doubt.
Chapter Outline
This report consists of 12 chapters. Below is a brief guideline to help you quickly grasp the main contents of each chapter:
Chapter 1 first introduces the product overview, market scope, product classification, application, and regional division, and then summarizes the global Call Center Software market size in terms of revenue, sales volume, and average price.
Chapter 2 analyzes the main companies in the Call Center Software industry, including their main businesses, products/services, sales, prices, revenue, gross profit margin, and the latest developments/updates.
Chapter 3 is an analysis of the competitive environment of Call Center Software market participants. This mainly includes the revenue, sales, market share, and average price of the top players, along with the market concentration ratio in 2022 and the players' M&A and expansion in recent years.
Chapter 4 is an analysis of the Call Center Software industrial chain, including raw material analysis, manufacturing cost structure, distributors, and major downstream buyers.
Chapter 5 focuses on Call Center Software market dynamics and marketing strategy analysis, which include opportunities, challenges, industry development trends under inflation, industry news and policies analyzed by region, Porter's Five Forces analysis, as well as direct and indirect marketing, and the development trends of marketing channels.
Chapters 6-8 have segmented the Call Center Software market by type, application, and region, with a focus on sales and value from 2018 to 2023 from both vertical and horizontal perspectives.
Chapters 9-11 provide detailed Call Center Software market forecast data for 2023-2028, broken down by type and application, region, and major countries to help understand future growth trends.
Chapter 12 concludes with an explanation of the data sources and research methods. Verify and analyze through preliminary research to obtain final quantitative and qualitative data.
2022
Market Opportunity
The integration of Internet of Things, artificial intelligence and other digital technologies with global supply chain will promote the development of call center software market. Due to the advanced operation technology, the call center market is adopting the digital supply chain management option. These intelligent technologies will improve service quality and asset efficiency, and eliminate human and machine errors. The application of the software in the call center software meets the requirements of intelligence and production and operation, is conducive to the further development of the call center software, and improves the decision-making efficiency and the transparency of the system and production and operation.
Market driver
sModern call center is a new generation customer service system using computer telephony integration (CTI technology), which is different from traditional telephone service center in that it closely combines the information processing function of computer, telephone access and intelligent distribution of digital SPC exchange, automatic voice processing technology, Internet technology, network communication technology, business intelligence technology and business system. Call center software integrates the company's communication system, computer processing system, human service representatives, information and other resources into a unified and efficient service platform. It concentrates the services provided by various functional departments within the enterprise for customers in a unified external contact "window" and adopts a unified standard service interface to provide systematic, intelligent, personalized and humanized services for users.
Market challenge
sCybercriminals may use software to lock customer data and steal customer information for profit. In recent years, the problem of software data information leakage emerges one after another. Software data leakage is a serious concern of companies and users, and it is also one of the important factors in choosing software. In addition, some cybercriminals may take advantage of the loopholes in the design and cheat money with the help of Call Center Software. A series of vicious incidents brought by cyber criminals will reduce the credibility of the Call Center Software and hinder the development of the Call Center Software market.
Region Overview:
North America had the highest growth rate of all regions.
Company Overview:
Genesys Telecommunications Laboratories Inc., NICE Ltd., Cisco Systems Inc. were the top 3 players in the Call Center Software market in 2021, taking up a market share of 32.62% together.
Genesys® provides more than 70 billion excellent customer experiences to organizations in more than 100 countries every year. With the powerful functions of cloud and artificial intelligence, Genesys technology can always connect customers in marketing, sales and service fields in all channels, and at the same time, it can improve the employee experience. Genesys pioneered the Experience as a Service℠, so that organizations of any size can provide truly personalized services on a large scale, resonate with customers and enhance customer trust and loyalty.
NICE Ltd. is an Israel-based company, specializing in contact center software, telephone voice recording, data security, surveillance, and Robotic Process Automation as well as systems that analyze recorded data. It is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens.
Application Overview:
By application, the BFSI segment occupied the biggest share from 2017 to 2022.
This report elaborates on the market size, market characteristics, and market growth of the Call Center Software industry between the year 2018 to 2028, and breaks down according to the product type, downstream application, and consumption area of Call Center Software. The report also introduces players in the industry from the perspective of the value chain and looks into the leading companies.
Key Points this Global Call Center Software Market Report Include:
Market Size Estimates: Call Center Software market size estimation in terms of revenue and sales from 2018-2028
Market Dynamic and Trends: Call Center Software market drivers, restraints, opportunities, and challenges
Macro-economy and Regional Conflict: Influence of global inflation and Russia & Ukraine War on the Call Center Software market
Segment Market Analysis: Call Center Software market revenue and sales by type and by application from 2018-2028
Regional Market Analysis: Call Center Software market situations and prospects in major and top regions and countries
Call Center Software Market
Competitive Landscape
and Major Players: Analysis of 10-15 leading market players, sales, price, revenue, gross, gross margin, product/service profile and recent development/updates, etc.Call Center Software Industry Chain: Call Center Software market raw materials & suppliers, manufacturing process, distributors by region, downstream customers
Call Center Software Industry News, Policies by regions
Call Center Software Industry Porters Five Forces Analysis
Key players in the global Call Center Software market are covered in Chapter 2:
NICE Ltd.
Five9 Inc.
Verint
Avaya Holdings Corp
Genesys Telecommunications Laboratories Inc.
Vonage Holdings Corp.
8x8 Inc.
Cisco Systems Inc.
Amazon.com Inc.
Atos SE
Aspect Software
Talkdesk Inc.
In Chapter 6 and Chapter 9, on the basis of types, the Call Center Software market from 2018 to 2028 is primarily split into:
Type 1
Type 2
In Chapter 7 and Chapter 10, on the basis of applications, the Call Center Software market from 2018 to 2028 covers:
IT and Telecom
BFSI
Healthcare
Retail
Others
Geographically, the detailed analysis of consumption, revenue, market share and growth rate of the following regions from 2018 to 2028 are covered in Chapter 8 and Chapter 11:
United States
Europe
China
Japan
India
Southeast Asia
Latin America
Middle East and Africa
Others
In summary, this report relies on sources from both primary and secondary, combines comprehensive quantitative analysis with detailed qualitative analysis, and pictures the market from a macro overview to micro granular segment aspects. Whatever your role in this industry value chain is, you should benefit from this report with no doubt.
Chapter Outline
This report consists of 12 chapters. Below is a brief guideline to help you quickly grasp the main contents of each chapter:
Chapter 1 first introduces the product overview, market scope, product classification, application, and regional division, and then summarizes the global Call Center Software market size in terms of revenue, sales volume, and average price.
Chapter 2 analyzes the main companies in the Call Center Software industry, including their main businesses, products/services, sales, prices, revenue, gross profit margin, and the latest developments/updates.
Chapter 3 is an analysis of the competitive environment of Call Center Software market participants. This mainly includes the revenue, sales, market share, and average price of the top players, along with the market concentration ratio in 2022 and the players' M&A and expansion in recent years.
Chapter 4 is an analysis of the Call Center Software industrial chain, including raw material analysis, manufacturing cost structure, distributors, and major downstream buyers.
Chapter 5 focuses on Call Center Software market dynamics and marketing strategy analysis, which include opportunities, challenges, industry development trends under inflation, industry news and policies analyzed by region, Porter's Five Forces analysis, as well as direct and indirect marketing, and the development trends of marketing channels.
Chapters 6-8 have segmented the Call Center Software market by type, application, and region, with a focus on sales and value from 2018 to 2023 from both vertical and horizontal perspectives.
Chapters 9-11 provide detailed Call Center Software market forecast data for 2023-2028, broken down by type and application, region, and major countries to help understand future growth trends.
Chapter 12 concludes with an explanation of the data sources and research methods. Verify and analyze through preliminary research to obtain final quantitative and qualitative data.
Years considered for this report:
Historical Years:
2018-2022Base Year:
2022Estimated Year:
2023Forecast Period:
2023-2028Frequently Asked Questions
This market study covers the global and regional market with an in-depth analysis of the overall growth prospects in the market. Furthermore, it sheds light on the comprehensive competitive landscape of the global market. The report further offers a dashboard overview of leading companies encompassing their successful marketing strategies, market contribution, recent developments in both historic and present contexts.
- By product type
- By End User/Applications
- By Technology
- By Region
The report provides a detailed evaluation of the market by highlighting information on different aspects which include drivers, restraints, opportunities, and threats. This information can help stakeholders to make appropriate decisions before investing.
