Market Overview:
The global contact center systems market is expected to grow from USD 9.02 billion in 2018 to USD 16.06 billion by 2030, at a CAGR of 7.0% during the forecast period. The growth of the market can be attributed to the increasing demand for customer experience management and rising need for omni-channel customer service. However, data security and privacy concerns may restrain the growth of this market to some extent during the forecast period. On basis of type, cloud-based contact center systems are expected to account for a larger share than on premise contact center systems during the forecast period.
Product Definition:
Contact Centers are an important part of many businesses. They provide a way for customers to easily contact the company and get help with their inquiries or problems. The systems used in contact centers manage all of the customer interactions, including calls, emails, chat sessions, and social media interactions. They track customer information and histories so that agents can provide better service. Additionally, they automate many processes to improve efficiency and reduce costs.
Cloud:
Cloud is a virtual space where information is stored and can be retrieved at any point of time. It helps in storing large amounts of data on the server through software and allows access to that data from anywhere across the globe. Cloud computing Contact Center System (CCS) is an application development platform which uses cloud technology for delivering solutions to customers over the internet.
On Premise:
On premise is a term used for referring to the software and hardware that are installed at the customer's site. It includes softphones, interactive voice response (IVR) systems, gateway phones, and other communication applications. The on-premise software can be used with any telephony application such as SIP trunking or IP PBXes or traditional business phone system.
Application Insights:
The telecom sector accounted for the largest revenue share in 2017 and is expected to continue its dominance over the forecast period. The growing demand for customer-centric services has resulted in a rise in the adoption of global contact center solutions by telecom companies. Furthermore, an increase in investments by telecommunication companies to enhance their infrastructure has further propelled industry growth.
The healthcare segment is anticipated to exhibit a high CAGR over the forecast period owing to increasing demand from hospitals and medical centers for improving customer service quality and reducing support time. Moreover, stringent government regulations regarding patient safety are driving healthcare organizations towards adopting cloud-based global NC CS system as it offers flexible deployment options while handling large volumes of calls with improved performance. Increasing incidences of cyberattacks on hospital networks are also prompting healthcare organizations towards deploying robust security solutions such as firewalls that protect against malware & viruses entering through remote access channels or via infected USB drives.
Regional Analysis:
North America dominated the global market in 2017. The region is expected to retain its dominance throughout the forecast period owing to presence of a large number of contact centers and high adoption rate for advanced technologies such as cloud, AI, chatbots, and video-based communication platforms. Moreover, increasing demand for customer service solutions by small & medium enterprises (SMEs) is one of the major factors driving regional growth.
Asia Pacific is anticipated to be the fastest-growing regional market over the forecast period due to rising investments in telecom sector by governments across various countries including India & China and rapid expansion plans adopted by several financial services companies such as Citigroup Inc., Deutsche Bank AG, HSBC Holdings PLC., Standard Chartered Plc., UBS Group AG among others are contributing significantly towards industry growth.
Growth Factors:
- Increasing demand for customer service and support: The Contact Center Systems market is driven by the increasing demand for customer service and support from businesses of all sizes. This is because customers are increasingly becoming more demanding and companies are looking to provide better customer experience (CX) to stay ahead of the competition.
- Proliferation of cloud-based contact center solutions: The Contact Center Systems market is also being propelled by the proliferation of cloud-based contact center solutions, which offer several benefits such as scalability, flexibility, and cost-effectiveness over traditional on-premises systems.
- Emergence of new channels such as social media and chatbots: Another key growth driver for the Contact Center Systems market is the emergence of new channels such as social media and chatbots, which are being increasingly used by customers to communicate with businesses. This has led to an increase in the need for contact centers that can handle these channels effectively.
- Growing adoption of unified communications (UC): The growing adoption of UC among businesses is also driving growth in the Contact Center Systems market as it enables organizations to manage all their communication needs through a single platform/application interface.. This helps improve efficiency and productivity within organizations while reducing costs associated with managing multiple communication tools/platforms..
Scope Of The Report
Report Attributes
Report Details
Report Title
Contact Center Systems Market Research Report
By Type
Cloud, On Premise
By Application
Healthcare, Financial Services, Telecommunication, Retail, Government, Transportation Sector
By Companies
Cisco Systems, 3CLogic, Aspect Software, Genesys, Five9, Oracle, IBM, InContact
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
144
Number of Tables & Figures
101
Customization Available
Yes, the report can be customized as per your need.
Global Contact Center Systems Market Report Segments:
The global Contact Center Systems market is segmented on the basis of:
Types
Cloud, On Premise
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
Healthcare, Financial Services, Telecommunication, Retail, Government, Transportation Sector
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:
- Cisco Systems
- 3CLogic
- Aspect Software
- Genesys
- Five9
- Oracle
- IBM
- InContact
Highlights of The Contact Center Systems 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
- On Premise
- By Application:
- Healthcare
- Financial Services
- Telecommunication
- Retail
- Government
- Transportation Sector
- 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 Systems 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.
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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 systems are a type of call center that helps businesses manage customer interactions. They can include features such as automated phone menus, contact management tools, and communication channels for customers and employees. Contact centers can help businesses improve customer service by automating tasks and providing centralized access to information about customers' interactions.
Some of the key players operating in the contact center systems market are Cisco Systems, 3CLogic, Aspect Software, Genesys, Five9, Oracle, IBM, InContact.
The contact center systems market is expected to grow at a compound annual growth rate of 7%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Contact Center Systems 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 Systems Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Contact Center Systems 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 Systems 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 Systems Market Size & Forecast, 2018-2028
4.5.1 Contact Center Systems Market Size and Y-o-Y Growth
4.5.2 Contact Center Systems Market Absolute $ Opportunity
Chapter 5 Global Contact Center Systems 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 Systems Market Size Forecast by Type
5.2.1 Cloud
5.2.2 On Premise
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Contact Center Systems 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 Systems Market Size Forecast by Applications
6.2.1 Healthcare
6.2.2 Financial Services
6.2.3 Telecommunication
6.2.4 Retail
6.2.5 Government
6.2.6 Transportation Sector
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Contact Center Systems 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 Systems 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 Systems Analysis and Forecast
9.1 Introduction
9.2 North America Contact Center Systems 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 Systems Market Size Forecast by Type
9.6.1 Cloud
9.6.2 On Premise
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 Systems Market Size Forecast by Applications
9.10.1 Healthcare
9.10.2 Financial Services
9.10.3 Telecommunication
9.10.4 Retail
9.10.5 Government
9.10.6 Transportation Sector
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 Systems Analysis and Forecast
10.1 Introduction
10.2 Europe Contact Center Systems 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 Systems Market Size Forecast by Type
10.6.1 Cloud
10.6.2 On Premise
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 Systems Market Size Forecast by Applications
10.10.1 Healthcare
10.10.2 Financial Services
10.10.3 Telecommunication
10.10.4 Retail
10.10.5 Government
10.10.6 Transportation Sector
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 Systems Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Contact Center Systems 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 Systems Market Size Forecast by Type
11.6.1 Cloud
11.6.2 On Premise
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 Systems Market Size Forecast by Applications
11.10.1 Healthcare
11.10.2 Financial Services
11.10.3 Telecommunication
11.10.4 Retail
11.10.5 Government
11.10.6 Transportation Sector
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 Systems Analysis and Forecast
12.1 Introduction
12.2 Latin America Contact Center Systems 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 Systems Market Size Forecast by Type
12.6.1 Cloud
12.6.2 On Premise
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 Systems Market Size Forecast by Applications
12.10.1 Healthcare
12.10.2 Financial Services
12.10.3 Telecommunication
12.10.4 Retail
12.10.5 Government
12.10.6 Transportation Sector
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 Systems Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Contact Center Systems 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 Systems Market Size Forecast by Type
13.6.1 Cloud
13.6.2 On Premise
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 Systems Market Size Forecast by Applications
13.10.1 Healthcare
13.10.2 Financial Services
13.10.3 Telecommunication
13.10.4 Retail
13.10.5 Government
13.10.6 Transportation Sector
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 Systems Market: Competitive Dashboard
14.2 Global Contact Center Systems Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Cisco Systems
14.3.2 3CLogic
14.3.3 Aspect Software
14.3.4 Genesys
14.3.5 Five9
14.3.6 Oracle
14.3.7 IBM
14.3.8 InContact
