Key Market Players in the Contact Center Software Market and Its Opportunities for growth

Contact Center Software Market

The global Contact Center Software Market size is expected to grow from USD 17.65 billion in 2018 to USD 35.32 billion by 2023, at a Compound Annual Growth Rate (CAGR) of 14.9% during the forecast period, as per a report by MarketsandMarkets.

A growing need to cater to dynamic customer requirements and increasing omnichannel communications are the major drivers of the contact center software market. New communication platforms, redefined content value, and shifting consumer preferences are also driving the adoption of contact center solution across industry verticals.

Why advancements in technologies such as artificial intelligence and analytics is a good opportunity for Contact Center Software Market?

Adoption of artificial intelligence and analytics in the contact center market has opened new realms of opportunities for the vendors to provide seamless customer experience. By making proper use of these technologies, enterprises have access to information and insights that can drive business decisions. Artificial intelligence is being used to develop bots and automated messaging, and this has had a positive impact on the operational efficiency of contact centers. Analytics provides both customer and employee insights to enterprises and they can use this information to address issues related to customer experience or employee performance. Contact centers have realized the benefits and potential of adopting these technologies and have started implementing them into their systems.

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Key Market Players for Contact Center Software Market

Major vendors of the contact center software market include 3CLogic (US), 8×8 (US), Alcatel-Lucent Enterprise (France), Ameyo (Drishti-Soft; India), Aspect Software (US), Avaya (US), BT (England), Cisco (US), Enghouse Interactive (US), Fenero (US), Five9 (US), Genesys (US), Huawei (China), IBM (US), Mitel (Canada), NEC (Japan), NICE (Israel), Oracle (US), RingCentral (US), SAP (Germany), Solgari (Ireland), Unify (Germany), Verizon (US), Vocalcom (France), West Corporation (US), Zendesk (US), and ZTE (China).These players have adopted various growth strategies, such as partnerships, collaborations, agreements, mergers and acquisitions, and new product developments, to further grow in the contact center software market.

Avaya (US) with a significant presence in the market has aspired to become the leading provider of contact center solutions by increasing investments in its R&D capabilities.

8×8 (US) are another top player in the contact center software market. The company’s VCC is an integrated cloud-based call center solution that works with any broadband internet connection and provides enterprise-class contact center functionality, combined with virtual office calling features.

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