Global Call Centre Workforce Management Software Market by Type (On-Premises, Cloud Based), By Application (Large Enterprised, SMEs) and Region (North America, Latin America, Europe, Asia Pacific and Middle East & Africa), Forecast From 2022 To 2030

                                          

                                                                                       
Market Overview:

The global call centre workforce management software market is expected to grow at a CAGR of 10.8% during the forecast period from 2018 to 2030. The market growth can be attributed to the increasing demand for cloud-based call centre workforce management software and the growing adoption of contact centres by small and medium enterprises (SMEs). North America is expected to lead the global call centre workforce management software market in terms of revenue, followed by Europe and Asia Pacific.



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Product Definition:

Workforce management software for call centres is used to schedule and manage the agents in the centre. It can help to optimize schedules, forecast call volumes and manage staff costs.

On-Premises:

On-premises software is a type of cloud computing that involves using the services from computers present within the organization's premises. The advantage of on-premises deployment is that it allows organizations to have more control over data and reduces dependency on third parties for information technology services.

Cloud Based:

Cloud-based software is a type of software service that provides solutions to store, protect, manage and access data from remote locations through the internet. It helps in improving customer experience by providing various benefits such as increased operational efficiency and cost savings. The cloud based workforce management solutions help businesses to effectively manage their employee work schedules across multiple sites or geographies.

Application Insights:

The large enterprise segment accounted for the largest revenue share of over 60% in 2017. The large enterprises are majorly concentrated in the banking, financial services and insurance sector. These companies have a high number of employees and multiple locations across the globe. The need to manage complex workforces, increase productivity, improve customer service quality and reduce costs is driving demand among these organizations.

The SMEs segment is expected to register significant growth over the forecast period owing to increasing adoption among small & medium-sized businesses (SMBs). SMBs are majorly concentrated in retail & consumer industries where they have a high number of remote workers managing calls from different locations worldwide. Ascall centre solutions are increasingly adopted by these businesses as they offer cost-effective workforce management with easy scalability features along with advanced analytics capabilities for improved business decision making processes.

Regional Analysis:

North America dominated the global market in 2017. The region is expected to maintain its position during the forecast period. This growth can be attributed to various factors such as increasing outsourcing activities, high demand for customer service and support, and rising adoption of cloud-based solutions by enterprises. Moreover, growing awareness regarding employee engagement is also anticipated to drive regional demand over the forecast period.

Asia Pacific is expected to emerge as a lucrative region for call centre workforce management software vendors due to several upcoming IT infrastructure projects in India and China that are likely to generate significant amounts of telecommunications traffic over the next few years.

Middle East & Africa (MEA) market was valued at USD X million in 2017 owing with growing outsourcing activities from developed economies such as U.S., U K.

Growth Factors:

Increased demand for customer service and support: The growth of the e-commerce industry has led to an increase in the demand for customer service and support. This has resulted in the need for call centre workforce management software to manage the increasing number of calls.
Proliferation of mobile devices: The proliferation of mobile devices has led to an increase in the number of customers who are using their phones or tablets to contact call centres. This has resulted in a need for call centre workforce management software that can handle multiple channels such as voice, chat, and email.
Shift towards cloud-based solutions: There is a shift towards cloud-based solutions among businesses due to its advantages such as scalability, flexibility, and cost-effectiveness. Call centre workforce management software is also moving towards the cloud due to these benefits.


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Scope Of The Report
Report Attributes
Report Details
Report Title
Call Centre Workforce Management Software Market Research Report
By Type
On-Premises, Cloud Based
By Application
Large Enterprised, SMEs
By Companies
Aspect, Genesys, Avaya, Calabrio, NICE, Five9, 8x8, Monet Software, Injixo, Dixa, Mattersight, Verint, PlayVox, Nectar Desk
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
126
Number of Tables & Figures
89
Customization Available
Yes, the report can be customized as per your need.

Global Call Centre Workforce Management Software Market Report Segments:
The global Call Centre Workforce Management Software market is segmented on the basis of:
Types
On-Premises, Cloud Based
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
Large Enterprised, SMEs
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:
Aspect
Genesys
Avaya
Calabrio
NICE
Five9
8x8
Monet Software
Injixo
Dixa
Mattersight
Verint
PlayVox
Nectar Desk



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Highlights of The Call Centre Workforce Management 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:
On-Premises
Cloud Based
By Application:
Large Enterprised
SMEs
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 Centre Workforce Management 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:
Correctly Positioning New Products
Market Entry Strategies
Business Expansion Strategies
Consumer Insights
Understanding Competition Scenario
Product & Brand Management
Channel & Customer Management
Identifying Appropriate Advertising Appeals



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

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