Learn about the global contact centre software market through The Business Research Company, which provides information on contact centre software market size, contact centre software market drivers and restraints, contact centre software market players, the COVID-19 impact on the contact centre software market, and more.

The global contact center software market size is expected to grow from $26.8 billion in 2021 to $31.95 billion in 2022 at a compound annual growth rate (CAGR) of 19.2%. The contact center software market is expected to grow to $65.5 billion in 2026 at a CAGR of 19.7%.

The rapid growth in the adoption of the cloud-based contact center is significantly contributing to the growth of the contact center software market.

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The contact center software market consists of sales of contact center software and related services by entities (organizations, sole traders, and partnerships) used for optimizing operations and communicating with customers by real-time call monitoring, routing customer contacts to agents, analyzing, tracking, and reporting critical metrics through a centralized platform. The contact center software is a telecommunication system that helps in increasing the efficiency of a contact center by focusing on interactions between contact center agents and customers.

Global Contact Centre Software Market Segments Include:
By Component: Software, Services

By Service Type: Professional Services, Managed Services

By Deployment: Cloud-Based, On-Premise

By End-User: Banking, Financial Services, and Insurance (BFSI), Consumer Goods and Retail, Healthcare, IT and Telecom, Government

By Geography: The market is segmented into North America, South America, Asia-Pacific, Eastern Europe, Western Europe, Middle East and Africa. Among these regions, North America was the largest region in the contact center software market in 2021.

Technological advancements are the key trends gaining popularity in the contact center software market. Enterprises are integrating artificial intelligence to enhance the efficiency of contact center software. AI helps in analyzing customer behaviour, providing customer insights, reducing the waiting time of customers, and estimating real-time future behaviour of the customer.

TBRC’s contact centre software market report covers:

Major Market Players: Cisco Systems Inc., Oracle Corporation, SAP SE, ZTE Corporation, NEC Enterprise Solutions, Genesys Telecommunications Laboratories Inc., Mitel Networks Corporation, Talkdesk Inc, Ameyo, 8×8, Aspect Software, Unify Inc., Five9 Inc., Vocalcom SA, Enghouse Interactive Inc., and NICE Systems Ltd.

Regions: Asia-Pacific, China, Western Europe, Eastern Europe, North America, USA, South America, Middle East and Africa.

Countries: Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA.

Time Series: Five years historic (2016-21) and ten years forecast (2022-2026-2031)

The Contact Centre Software Global Market Report 2022 – Market Size, Trends, And Global Forecast 2022-2026 is one of a series of new reports from The Business Research Company that provides contact centre software market overviews, analyzes and forecasts market size, share, contact centre software market players, contact centre software market segments and geographies, leading competitor revenues, profiles and market shares.

TBRC’s contact centre software market report identifies top countries and segments for opportunities and strategies based on market trends and leading competitors’ approaches.

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