Market Overview:
The global contact center quality assurance 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 quality assurance software and the growing need for customer experience management (CEM) solutions. On the basis of type, the global contact center quality assurance software market can be segmented into on-premise and cloud-based solutions. The cloud-based segment is expected to grow at a higher CAGR than the on-premise segment during the forecast period. This growth can be attributed to several factors such as lower costs, scalability, and ease of use offered by cloud-based solutions. On the basis of application,the global contact center quality assurance software market can be divided into individual, enterprise, and other applications segments.
Product Definition:
Contact Center Quality Assurance Software is used to evaluate and improve the quality of customer interactions in a contact center. The software records customer interactions, evaluates them according to pre-determined criteria, and provides feedback to agents and managers. This allows for continuous improvement of the contact center's customer service.
On-premise:
On-premise software is a type of software that is installed and used directly by the end-users or customers. The software can be installed on computers present within the organization or can also be deployed through cloud services depending upon the needs of organizations. On-premise solutions are preferred owing to various benefits such as easy integration with other business applications, customization options, control over data security and privacy policies along with lower operating costs which results in increased profit margins for enterprises.
Cloud-based:
Cloud-based software is a type of software that runs on the cloud. It uses internet connectivity to provide services such as storage and retrieval of data. The Contact Center Quality Assurance Software (CCQAS) market is expected to witness significant growth over the forecast period owing to increasing demand for cloud-based solutions in contact centers. These solutions offer several advantages, which are anticipated to drive market growth over the next few years.
Application Insights:
The enterprise segment dominated the global contact center quality assurance software market in 2017. The segment is expected to maintain its dominance over the forecast period owing to factors such as large customer base, complex business processes and high transaction volume. Contact centers are adopting a service-oriented architecture (SOA) for various applications, including help desk, sales force automation and customer support. This leads to an increased need for monitoring and management of critical applications across different platforms. Furthermore, organizations are focusing on improving their services by enhancing employee productivity through effective communication tools that enable collaboration between employees within departments as well as with customers/clients. These aforementioned factors drive demand from enterprise segments over the forecast period.
Regional Analysis:
North America dominated the global market in 2017. The region is expected to maintain its position during the forecast period owing to high customer service standards and adoption of contact center technologies. Asia Pacific is projected to be the fastest-growing regional market over the forecast period due to increasing investments by companies in this region for improving customer experience and demand for cost-effective solutions. Moreover, rising number of small & medium enterprises (SMEs) that require assistance from contact centers will drive growth further. Additionally, growing penetration of social media has increased pressure on contact centers across various industries resulting in need for efficient resolution strategies which will fuel regional growth further.
The Latin American market also presents significant opportunities due to increasing outsourcing activities by U.S.-based corporations such as IBM Corporation; Microsoft Corporation; Cisco Systems, Inc.; Hewlett Packard Enterprise Development LP; Oracle America, Inc.
Growth Factors:
- Increasing demand for customer satisfaction and quality service
- Rising need to improve agent productivity and efficiency
- Emergence of cloud-based contact center quality assurance software
- Growing popularity of big data and analytics in the contact center industry
- Proliferation of digital channels such as social media, chatbots, etc., which are increasing the complexity of customer interactions
Scope Of The Report
Report Attributes
Report Details
Report Title
Contact Center Quality Assurance Software Market Research Report
By Type
On-premise, Cloud-based
By Application
Individual, Enterprise, Others
By Companies
Talkdesk, Arcaris, CloudTalk, CallSource, Scorebuddy, Adtrib, Aspect Software, Enghouse Interactive, EvaluAgent, Qualitista
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
184
Number of Tables & Figures
129
Customization Available
Yes, the report can be customized as per your need.
Global Contact Center Quality Assurance Software Market Report Segments:
The global Contact Center Quality Assurance Software market is segmented on the basis of:
Types
On-premise, 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
Individual, Enterprise, Others
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:
- Talkdesk
- Arcaris
- CloudTalk
- CallSource
- Scorebuddy
- Adtrib
- Aspect Software
- Enghouse Interactive
- EvaluAgent
- Qualitista
Highlights of The Contact Center Quality Assurance 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-premise
- Cloud-based
- By Application:
- Individual
- Enterprise
- Others
- 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 Contact Center Quality Assurance 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
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- Product & Brand Management
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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?
Contact center quality assurance software is a type of software that helps contact centers manage and improve their customer service. The software can help contact centers track customer interactions, identify problems, and make changes to improve the quality of service.
Some of the key players operating in the contact center quality assurance software market are Talkdesk, Arcaris, CloudTalk, CallSource, Scorebuddy, Adtrib, Aspect Software, Enghouse Interactive, EvaluAgent, Qualitista.
The contact center quality assurance 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 Contact Center Quality Assurance 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 Contact Center Quality Assurance Software Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Contact Center Quality Assurance 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 Contact Center Quality Assurance 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 Contact Center Quality Assurance Software Market Size & Forecast, 2018-2028
4.5.1 Contact Center Quality Assurance Software Market Size and Y-o-Y Growth
4.5.2 Contact Center Quality Assurance Software Market Absolute $ Opportunity
Chapter 5 Global Contact Center Quality Assurance 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 Contact Center Quality Assurance Software Market Size Forecast by Type
5.2.1 On-premise
5.2.2 Cloud-based
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Contact Center Quality Assurance 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 Contact Center Quality Assurance Software Market Size Forecast by Applications
6.2.1 Individual
6.2.2 Enterprise
6.2.3 Others
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Contact Center Quality Assurance 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 Contact Center Quality Assurance 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 Contact Center Quality Assurance Software Analysis and Forecast
9.1 Introduction
9.2 North America Contact Center Quality Assurance 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 Contact Center Quality Assurance Software Market Size Forecast by Type
9.6.1 On-premise
9.6.2 Cloud-based
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 Contact Center Quality Assurance Software Market Size Forecast by Applications
9.10.1 Individual
9.10.2 Enterprise
9.10.3 Others
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 Contact Center Quality Assurance Software Analysis and Forecast
10.1 Introduction
10.2 Europe Contact Center Quality Assurance 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 Contact Center Quality Assurance Software Market Size Forecast by Type
10.6.1 On-premise
10.6.2 Cloud-based
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 Contact Center Quality Assurance Software Market Size Forecast by Applications
10.10.1 Individual
10.10.2 Enterprise
10.10.3 Others
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 Contact Center Quality Assurance Software Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Contact Center Quality Assurance 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 Contact Center Quality Assurance Software Market Size Forecast by Type
11.6.1 On-premise
11.6.2 Cloud-based
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 Contact Center Quality Assurance Software Market Size Forecast by Applications
11.10.1 Individual
11.10.2 Enterprise
11.10.3 Others
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 Contact Center Quality Assurance Software Analysis and Forecast
12.1 Introduction
12.2 Latin America Contact Center Quality Assurance 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 Contact Center Quality Assurance Software Market Size Forecast by Type
12.6.1 On-premise
12.6.2 Cloud-based
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 Contact Center Quality Assurance Software Market Size Forecast by Applications
12.10.1 Individual
12.10.2 Enterprise
12.10.3 Others
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) Contact Center Quality Assurance Software Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Contact Center Quality Assurance 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) Contact Center Quality Assurance Software Market Size Forecast by Type
13.6.1 On-premise
13.6.2 Cloud-based
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) Contact Center Quality Assurance Software Market Size Forecast by Applications
13.10.1 Individual
13.10.2 Enterprise
13.10.3 Others
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 Contact Center Quality Assurance Software Market: Competitive Dashboard
14.2 Global Contact Center Quality Assurance Software Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Talkdesk
14.3.2 Arcaris
14.3.3 CloudTalk
14.3.4 CallSource
14.3.5 Scorebuddy
14.3.6 Adtrib
14.3.7 Aspect Software
14.3.8 Enghouse Interactive
14.3.9 EvaluAgent
14.3.10 Qualitista
