Market Overview:
The global call center recording software market is expected to grow at a CAGR of 10.8% during the forecast period from 2018 to 2030. The growth in this market can be attributed to the increasing demand for cloud-based call center recording software and the growing need for compliance and security in contact centers. The global call center recording software market is segmented on the basis of type, application, and region. On the basis of type, the market is segmented into cloud-based and on-premises. Cloud-based call center recording software are expected to grow at a higher CAGR during the forecast period as they offer several benefits such as scalability, flexibility, reduced TCO (total cost of ownership), and easy deployment & upgradation. On the basis of application, small and medium enterprises (SMEs) are expected to account for a larger share of this market duringthe forecast period owingto their growing need for contact center solutions that can help them improve customer service quality while reducing costs.
Product Definition:
A call center recording software is a type of software that helps organizations record calls for quality assurance purposes. This type of software is important because it can help organizations track customer interactions and identify areas where they could improve their customer service. Additionally, call center recording software can help managers and supervisors evaluate the performance of their employees.
Cloud-based:
Cloud-based software is a type of Software as a Service (SaaS) that provides the user with an interface to store, modify and create records of their calls in real-time. The cloud based system stores all the information on remote servers which are accessible even if the main server or office computer is unavailable. This has been one of the major factors driving market growth as it helps in reducing human errors during recording and improves efficiency & productivity by providing flexibility to work from any location.
On-premises:
On-premises is a term used for software or hardware installation at the customer's site. In other words, it means that the solution will be installed on computers present within the organization. The advantage of on-premises software is that IT has complete control over all solutions and data, which can be easily managed from their server.
Application Insights:
The large enterprises segment dominated the global call center recording software market in 2017, accounting for over 60% of the overall revenue share. The segment is expected to continue its dominance over the forecast period. Large enterprises have a more complex infrastructure and require advanced solutions that can support their internal operations effectively. These organizations are increasingly deploying cloud-based or on-premises recording software, as they offer various features such as multi-language support, customer management tools and analytics capabilities for improving service quality and business productivity.
The SMEs' application segment is expected to register a significant CAGR of XX% from 2018 to 2030 owing to an increase in demand from small businesses seeking cost-effective voice solutions while expanding their presence across new markets with increased sales volumes globally.
Regional Analysis:
North America dominated the global market in 2017. The growth of this region can be attributed to the presence of major players such as Avaya Inc.; Cisco Systems, Inc.; and Microsoft Corporation. These companies are continuously developing innovative solutions for call center operations that help businesses manage their customer interactions efficiently and effectively. Moreover, these companies are investing heavily in research & development activities to develop advanced technologies for efficient recording and communication between agents across different locations within a company’s network.
Asia Pacific is expected to emerge as a lucrative regional market during the forecast period owing to increasing investments by vendors in countries such as India, China, Japan, Australia among others who offer cost-effective labor rates coupled with improved infrastructure facilities suitable for call centers located outside their country’s borders (offshore).
Growth Factors:
- Increasing demand for customer satisfaction and quality service
- Rising need to comply with regulatory requirements
- Growing trend of outsourcing call center operations
- Proliferation of cloud-based call center recording software solutions
- Emergence of big data and analytics
Scope Of The Report
Report Attributes
Report Details
Report Title
Call Center Recording Software Market Research Report
By Type
Cloud-based, On-premises
By Application
Small and Medium Enterprises (SMEs), Large Enterprises
By Companies
Enghouse Networks, OrecX, FCS Computer Systems, Bitrix, Mitel Networks, Convirza, Exelysis, CloudCall, CallCabinet, Monet Software, HigherGround, Phonexa, Call Box, Nexmo, Call Tracker
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
206
Number of Tables & Figures
145
Customization Available
Yes, the report can be customized as per your need.
Global Call Center Recording Software Market Report Segments:
The global Call Center Recording Software market is segmented on the basis of:
Types
Cloud-based, On-premises
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
Small and Medium Enterprises (SMEs), Large Enterprises
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Enghouse Networks
- OrecX
- FCS Computer Systems
- Bitrix
- Mitel Networks
- Convirza
- Exelysis
- CloudCall
- CallCabinet
- Monet Software
- HigherGround
- Phonexa
- Call Box
- Nexmo
- Call Tracker
Highlights of The Call Center Recording Software Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Cloud-based
- On-premises
- By Application:
- Small and Medium Enterprises (SMEs)
- Large Enterprises
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Call Center Recording Software Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
How you may use our products:
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8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Call center recording software is a type of voice recognition software that helps call center employees capture and store customer interactions. This software can be used to record phone calls, as well as text and chat conversations. The recordings can then be used to help train new employees, or to document customer interactions for future reference.
Some of the key players operating in the call center recording software market are Enghouse Networks, OrecX, FCS Computer Systems, Bitrix, Mitel Networks, Convirza, Exelysis, CloudCall, CallCabinet, Monet Software, HigherGround, Phonexa, Call Box, Nexmo, Call Tracker.
The call center recording software market is expected to grow at a compound annual growth rate of 10.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Call Center Recording Software Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Call Center Recording Software Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Call Center Recording Software Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Call Center Recording Software Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Call Center Recording Software Market Size & Forecast, 2018-2028
4.5.1 Call Center Recording Software Market Size and Y-o-Y Growth
4.5.2 Call Center Recording Software Market Absolute $ Opportunity
Chapter 5 Global Call Center Recording Software Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Call Center Recording Software Market Size Forecast by Type
5.2.1 Cloud-based
5.2.2 On-premises
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Call Center Recording Software Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Call Center Recording Software Market Size Forecast by Applications
6.2.1 Small and Medium Enterprises (SMEs)
6.2.2 Large Enterprises
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Call Center Recording Software Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Call Center Recording Software Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Call Center Recording Software Analysis and Forecast
9.1 Introduction
9.2 North America Call Center Recording Software Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Call Center Recording Software Market Size Forecast by Type
9.6.1 Cloud-based
9.6.2 On-premises
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Call Center Recording Software Market Size Forecast by Applications
9.10.1 Small and Medium Enterprises (SMEs)
9.10.2 Large Enterprises
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Call Center Recording Software Analysis and Forecast
10.1 Introduction
10.2 Europe Call Center Recording Software Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Call Center Recording Software Market Size Forecast by Type
10.6.1 Cloud-based
10.6.2 On-premises
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Call Center Recording Software Market Size Forecast by Applications
10.10.1 Small and Medium Enterprises (SMEs)
10.10.2 Large Enterprises
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Call Center Recording Software Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Call Center Recording Software Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Call Center Recording Software Market Size Forecast by Type
11.6.1 Cloud-based
11.6.2 On-premises
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Call Center Recording Software Market Size Forecast by Applications
11.10.1 Small and Medium Enterprises (SMEs)
11.10.2 Large Enterprises
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Call Center Recording Software Analysis and Forecast
12.1 Introduction
12.2 Latin America Call Center Recording Software Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Call Center Recording Software Market Size Forecast by Type
12.6.1 Cloud-based
12.6.2 On-premises
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Call Center Recording Software Market Size Forecast by Applications
12.10.1 Small and Medium Enterprises (SMEs)
12.10.2 Large Enterprises
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Call Center Recording Software Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Call Center Recording Software Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Call Center Recording Software Market Size Forecast by Type
13.6.1 Cloud-based
13.6.2 On-premises
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Call Center Recording Software Market Size Forecast by Applications
13.10.1 Small and Medium Enterprises (SMEs)
13.10.2 Large Enterprises
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Call Center Recording Software Market: Competitive Dashboard
14.2 Global Call Center Recording Software Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Enghouse Networks
14.3.2 OrecX
14.3.3 FCS Computer Systems
14.3.4 Bitrix
14.3.5 Mitel Networks
14.3.6 Convirza
14.3.7 Exelysis
14.3.8 CloudCall
14.3.9 CallCabinet
14.3.10 Monet Software
14.3.11 HigherGround
14.3.12 Phonexa
14.3.13 Call Box
14.3.14 Nexmo
14.3.15 Call Tracker
