(EMAILWIRE.COM, July 31, 2018 ) According to a new market research report “Contact Center Software Market by Solution (Intelligent Virtual Assistants, Customer Collaboration, Dialers, IVR, Workforce Optimization, Reporting & Analytics), Service, Deployment Type, Organization Size, Vertical, and Region - Global Forecast to 2023", The contact center software market size is expected to grow from USD 17.65 billion in 2018 to USD 35.32 billion by 2023, at a Compound Annual Growth Rate (CAGR) of 14.9% during the forecast period. A growing need to cater to dynamic customer requirements and increasing omnichannel communications are the major drivers of the contact center software market. New communication platforms, redefined content value, and shifting consumer preferences are also driving the adoption of contact center solution across industry verticals.

Browse 100 market data Tables and 51 Figures spread through 191 Pages and in-depth TOC on "Contact Center Software Market"

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Rapid adoption of contact center software is expected to make North America the largest regional market.

In the US and Canada, organizations have rapidly adopted and invested in the emerging technologies, such as analytics, big data, and cloud platforms. North America has the first-mover advantage of adopting new technologies, such as big data and cloud platforms. Moreover, there has been an increasing demand among enterprises to increase their overall productivity by optimizing inbound and outbound operations in the region. Several companies willingly invest in North America due to the presence of many large enterprises in the region. These factors along with stable economy, technology enhancements, and optimized infrastructure costs are expected to drive the North American contact center software market.

The BFSI vertical is expected to account for the largest market size during the forecast period.

The Banking, Financial Services, and Insurance (BFSI) vertical comprises commercial banks, insurance companies, non-banking financial companies, stock brokerage firms, and payment gateway providers. The BFSI vertical deals with critical financial data and credit risks; hence, it is a good contributor in the contact center software market. Owing to the continuous changes in the competitive environment, companies need to enhance their operational efficiencies and provide customized user experience. Contact center software helps financial institutions in mining customer data, including transactions, customer activities across banking and financial service websites, and customer queries through multiple channels. Furthermore, contact center software enables financial institutions to automate their business processes, thereby helping them reduce the service delivery time.


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Table of Contents

1 Introduction (Page No. - 18)
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.4 Years Considered for the Study
1.5 Currency
1.6 Stakeholders

2 Research Methodology (Page No. - 22)
2.1 Research Data
2.1.1 Secondary Data
2.1.2 Primary Data
2.1.2.1 Breakdown of Primaries
2.1.2.2 Key Industry Insights
2.2 Market Size Estimation
2.3 Research Assumptions and Limitations
2.4 Limitations

3 Executive Summary (Page No. - 28)

4 Premium Insights (Page No. - 31)
4.1 Attractive Market Opportunities in the Contact Center Software Market
4.2 Market By Component
4.3 Market By Software
4.4 Market By Service
4.5 Market By Deployment Type
4.6 Market By Organization Size
4.7 Market By Vertical and Region

5 Market Overview and Industry Trends (Page No. - 35)
5.1 Introduction
5.2 Market Dynamics
5.2.1 Drivers
5.2.1.1 Rise in Omnichannel Communication
5.2.1.2 Growing Need to Cater to Dynamic Customer Requirements
5.2.2 Restraints
5.2.2.1 Difficult to Integrate With Legacy Systems
5.2.3 Opportunities
5.2.3.1 Rise in the Use of Social Media By Customers
5.2.3.2 Advancements in Technologies Such as Artificial Intelligence and Analytics
5.2.4 Challenges
5.2.4.1 Need to Redesign Contact Center Business Processes to Be Compliant With New Data Laws and Regulations
5.2.4.2 Constant Need to Train Contact Center Employees Due to High Attrition Rate
5.3 Industry Trends
5.3.1 Use Cases
5.3.1.1 Use Case #1
5.3.1.2 Use Case #2

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