Market Overview:
The global contact centers speech market is expected to grow at a CAGR of 10.8% from 2018 to 2030. The growth of the market can be attributed to the increasing demand for cloud-based contact center solutions and the rising adoption of artificial intelligence (AI) in customer service operations. The global contact centers speech 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-premise solutions. Cloud-based solutions are expected to witness higher growth during the forecast period as they offer several benefits such as scalability, flexibility, and cost efficiency over on-premise solutions. On the basis of application, small and medium contact centers are expected to account for a larger share than large contact centers duringthe forecast period owingto their growing popularity among businesses due to their lower costsand easy deployment options.
Product Definition:
A contact center (sometimes known as a customer contact center or call center) is a centralised office used for the purpose of managing customer interactions with a company. Contact centers are often a key part of an organization's customer service strategy, and they typically employ large numbers of agents who handle incoming telephone calls, live chats, emails, and other communications from customers.
Cloud Based:
Cloud-based is a software as a service (SaaS) delivery model that provides shared pool of applications and data across multiple sites. It helps in delivering solutions to customers through various channels such as mobile, email, social media and voice. Cloud-based services are gaining popularity among contact centers owing to its cost effectiveness along with the ability to offer real time communication with the customer.
On-premise:
On-premise is a term used for software and hardware installation at the customer's site. The on-premise system includes all systems and services that are not cloud based. On-premises solutions offer more control over data, infrastructure, applications & services as compared to cloud solutions.
Application Insights:
The large contact center segment dominated the global market in 2017. This can be attributed to the increasing adoption of technology for customer service and agent communication, which has resulted in improved customer experience. Furthermore, companies are investing more in order to provide a better experience to their customers by deploying advanced technologies such as AI and robotics. The small and medium-sized contact centers segment is expected to witness significant growth over the forecast period owing to increased demand for cost-effective solutions that offer high scalability without compromising on features or services offered by traditional CTI platforms. Moreover, cloud based speech platform enables organizations with real-time interaction with customers through multiple devices including smartphones, tablets and laptops thereby providing an enhanced customer experience across all channels of engagement.
Regional Analysis:
North America dominated the global market in 2017. The region is expected to maintain its position during the forecast period. This can be attributed to increasing investments by various companies in establishing contact centers and developing efficient services for customers. Moreover, growing demand for customer service solutions that offer convenience and efficiency is anticipated to drive regional growth over the next few years.
Asia Pacific is estimated to register significant growth over the forecast period owing to increased adoption of cloud-based technologies by contact center providers in this region, especially with rising consumer awareness regarding cost savings associated with these solutions.
The Latin American market also presents lucrative opportunities due to increasing penetration of major players such as Telef³nica SA., Brink's Co., Inc.
Growth Factors:
- Increasing demand for customer service and support: The growth of the contact center speech market is mainly attributed to the increasing demand for customer service and support from businesses across different industries.
- Proliferation of new communication channels: Contact centers are increasingly adopting new communication channels such as social media, chatbots, and video conferencing to provide better customer experience. This is driving the growth of the contact center speech market.
- Rising need for workforce optimization: The growing complexity of customer interactions has led businesses to focus on workforce optimization in order to improve efficiency and reduce costs. This is fueling the growth of the contact center speech market.
- Emergence of cloud-based solutions: Cloud-based solutions are gaining traction among businesses due to their scalability, flexibility, and cost-effectiveness benefits over traditional on-premises solutions .This is propelling the growth of th econtact center speech market . 5
Scope Of The Report
Report Attributes
Report Details
Report Title
Contact Centers Speech Market Research Report
By Type
Cloud Based, On-premise
By Application
Small and Medium Contact Center, Large Contact Center
By Companies
Altitude Software, Five9, Ozonetel, SAP, Lumenvox, Spok, Intrasoft, Jacada, Verint Systems, Ameyoengage
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
167
Number of Tables & Figures
117
Customization Available
Yes, the report can be customized as per your need.
Global Contact Centers Speech Market Report Segments:
The global Contact Centers Speech market is segmented on the basis of:
Types
Cloud Based, 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
Small and Medium Contact Center, Large Contact Center
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:
- Altitude Software
- Five9
- Ozonetel
- SAP
- Lumenvox
- Spok
- Intrasoft
- Jacada
- Verint Systems
- Ameyoengage
Highlights of The Contact Centers Speech 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-premise
- By Application:
- Small and Medium Contact Center
- Large Contact Center
- 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 Centers Speech 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?
Contact centers speech is the type of speech used by customer service representatives. It is typically characterized by a calm, polite, and professional tone.
Some of the major players in the contact centers speech market are Altitude Software, Five9, Ozonetel, SAP, Lumenvox, Spok, Intrasoft, Jacada, Verint Systems, Ameyoengage.
The contact centers speech 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 Centers Speech 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 Centers Speech Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Contact Centers Speech 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 Centers Speech 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 Centers Speech Market Size & Forecast, 2020-2028
4.5.1 Contact Centers Speech Market Size and Y-o-Y Growth
4.5.2 Contact Centers Speech Market Absolute $ Opportunity
Chapter 5 Global 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 Market Size Forecast by Type
5.2.1 Cloud Based
5.2.2 On-premise
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global 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 Market Size Forecast by Applications
6.2.1 Small and Medium Contact Center
6.2.2 Large Contact Center
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Contact Centers Speech 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 Centers Speech 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 Analysis and Forecast
9.1 Introduction
9.2 North America 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 Market Size Forecast by Type
9.6.1 Cloud Based
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 Market Size Forecast by Applications
9.10.1 Small and Medium Contact Center
9.10.2 Large Contact Center
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 Analysis and Forecast
10.1 Introduction
10.2 Europe 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 Market Size Forecast by Type
10.6.1 Cloud Based
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 Market Size Forecast by Applications
10.10.1 Small and Medium Contact Center
10.10.2 Large Contact Center
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 Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific 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 Market Size Forecast by Type
11.6.1 Cloud Based
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 Market Size Forecast by Applications
11.10.1 Small and Medium Contact Center
11.10.2 Large Contact Center
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 Analysis and Forecast
12.1 Introduction
12.2 Latin America 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 Market Size Forecast by Type
12.6.1 Cloud Based
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 Market Size Forecast by Applications
12.10.1 Small and Medium Contact Center
12.10.2 Large Contact Center
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) Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) 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) Market Size Forecast by Type
13.6.1 Cloud Based
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) Market Size Forecast by Applications
13.10.1 Small and Medium Contact Center
13.10.2 Large Contact Center
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 Centers Speech Market: Competitive Dashboard
14.2 Global Contact Centers Speech Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Altitude Software
14.3.2 Five9
14.3.3 Ozonetel
14.3.4 SAP
14.3.5 Lumenvox
14.3.6 Spok
14.3.7 Intrasoft
14.3.8 Jacada
14.3.9 Verint Systems
14.3.10 Ameyoengage
