Call Center Scheduling Featured Article
Contact Center Software Revenues Continue to Grow
The contact center software market was positively impacted by the COVID-19 pandemic as contact centers saw an increase in call volume by 300% in the preliminary phase of the pandemic.
P&S Intelligence, market research and business consulting services firm, revealed that the contact center software market size was $23.2 billion 2021 and is expected to grow at an 18% compound annual growth rate from 2021 to 2030 and reach $102.8 billion 2030. The growth is credited to the increasing incorporation of AI-driven software into cloud-deployed contact centers to augment customer experiences.
With the increase in call volume, businesses made investment in advanced software to mechanize the processes. The National Association of Call Centers, Association of Government Contact Center Professionals and Association of Contact Center Professionals provide software specialists and businesses to refine the workplace environment and fortify the standards of the contact center software industry.
More than 80% of contact centers are carefully considering the deployment of robotic automation, which will drive the requirement for software solutions, while more than 60% of the companies are considering the implementation of cloud contact centers in the next 18 months.
Other key findings from the survey include:
- More than 60% of the businesses are improving data scrutiny to deliver a better client experience.
- The IT and telecom sector is the leader of the contact center software market, with revenue of $6,384.8 million in 2021 because of the presence of numerous telecom and IT companies and fast growth of technology advancements.
- The customer collaboration category is set to witness the fastest growth within the solution segment over this decade.
- North America is the leader in the global contact center software market and it is predicted to produce $38,015.7 million in revenue in the coming years.
Edited by Erik Linask