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Contact Center Solutions Market

Contact Center Solutions Market –
Transform Your Contact Center
into Sales
Contact center solution is a system that offers automatic contact sharing and inbound
contact handling capabilities, united with a high degree of complexities in terms of
active contact traffic management. Contact center solutions have the capability of
offering competitive benefits to enterprises by helping them to enhance efficiency and
productivity through the automation of outbound and inbound processes of a contact
center. Rapid development in technologies has changed the way organizations deal
with potential users. Intellectual communication that provides a pervasive operational
environment to interact with clients has become a basic requirement for customercentric organizations. Enhanced business stability, improved business agility, and
increase in acceptance of home-based work are boosting the growth of the contact
center solutions market around the globe.
The contact center solutions market is witnessing strong growth due to the growing
adoption of contact center solutions among enterprises to provide customers with
better experience through many channels, such as video, voice, mobile, web, and
social media. Apart from this, continuous advancement in this technology and its
solutions has also encouraged many industry verticals to adopt this solution and
service across the globe. Consequently, this factor is impelling the demand for contact
center solutions among enterprises. However, the high initial investment required to
integrate advanced solutions with traditional systems is a major factor which is
expected to restrain the growth of this market in forthcoming years. Besides this, the
risk of information loss is also expected to hinder the growth of the contact center
solutions market globally.
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The global contact center solutions market can be segmented based on component,
application enterprise size, deployment type, industry, and geography. Based on
component, the global contact center solutions market can be classified into software
and services. In terms of application, the contact center solutions market can be
bifurcated into call routing, call recording, automatic call distribution, workforce
optimization, interactive voice response, customer collaboration, reporting and
analytics, dialer and others. Based on enterprise size, the global contact center
solutions market can be categorized into small and medium enterprises and large
enterprises. In terms of deployment type, the market can be segregated into onpremise and cloud-based. Furthermore, on the basis of industry, the market can be
segregated into IT & telecom, retail and consumer goods, banking, financial services
and insurance (BFSI), travel and hospitality, government, media and entertainment
and others.
By geography, the global contact center solutions market can be segmented into North
America, South America, Asia Pacific, Europe, and Middle East & Africa. The
contact center solutions market in North America is estimated to expand at a
substantial growth rate over the forecast period. This is primarily due to the increase
in adoption of advanced technology and high focus on technology innovation,
specifically in the developed markets of the region. Apart from this, growing adoption
of mobile, cloud, social media and analytics among enterprises across different
industry verticals such as IT & telecom, retail & consumer goods and BFSI has helped
the contact center solution market to develop in North America. However, the Asia
Pacific region is anticipated to be among the fastest-growing regions in the global
contact center solutions market. This is the result of presence of a large number of
small and medium enterprises and a large customer base.
Major players operating in the global contact center solutions market include Cisco
Systems, Inc., Genesys Telecommunications Laboratories, Inc., Mitel Networks
Corporation, Huawei Technologies Co., Ltd., Oracle Corporation, Alcatel-Lucent
Enterprise, SAP SE, 8×8, Inc. EdgeVerve Limited, Enghouse Interactive, BroadSoft,
Inc., Sennheiser Electronic GmbH & Co. KG, Five9, Inc., and Unify Inc.
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