The contact center is basically a centralized office operated by a company to measure the performance of customer service representatives. It is mainly utilized for the purpose of collective handling of letters, faxes as well as e-mails at one location and sending and receiving big volumes of requests by telephone. Also, it helps to understand the overall approach of customer relationship management to evaluate interactions and utilized by the call centers to bridge the gap if any so that proper corrections can be done. The outcome of this analytics helps to manage queuing, staffing, and contact distribution, depending upon customer patterns or preferences.
Global Contact Center Software Market: Key Players
The research study includes profiles of leading companies operating in the global contact center software market. Key players profiled in the report include: Cisco Systems, Inc., Oracle Corporation, Liveops, Inc., Aspect Software Inc., Five9, Inc., 3CLogic.com, NICE Systems Ltd., NewVoiceMedia, Connect First Inc., and Genesys Telecommunications Laboratories, Inc.
Drivers for the Global Contact Center Software Market:
According to current market condition, the increasing consumer base along with high adoption rate of cloud-based services, social media, and mobile analytics among various industry sectors is projected to boost market growth. Also, the demand for improved omnichannel experiences and technological advancements in communication services are expected to drive market growth. Apart from that, factors such as increasing advancements in artificial intelligence as well as its application in business analytics are expected to accelerate market growth over the forecast period.
Opportunities for the Global Contact Center Software Market:
The implementation of contact center analytics is expected to create lucrative opportunity for contact center to reduce their operational errors as every operational aspect is expected to be streamlined inside a contact center. Additionally, methodized coaching is enabled to the contact center workforce using a contact center analytics program. This indirectly helps the contact center business to improve their operational productivity.
Restrains for the Global Contact Center Software Market:
Various factors such as security issues, degrading of quality of service, cost issues in case of on-premise call center software and limited options available for customization and regular up gradation in case of hosted call center software are some of the factors restraining the market of contact center software.
Region Wise, Global Contact Center Software Market Analysis:
On the basis of region, global contact center software market includes North America, Europe, Asia Pacific, Latin America, Middle East and Africa. Geographically, the Asia Pacific regional market is projected to witness considerable growth over the forecast period, owing to the rapid digitization and industrialization initiatives undertaken by the government in this region. Also, due to the presence of considerable number of SMEs and a broad customer base in the region. Asia pacific region is followed by North America and Europe.
Global Contact Center Software Market: Product analysis
- Automatic Call Distribution
- Call Recording
- Computer Telephony Integration
- Customer Collaboration
- Interactive Voice Responses
- Reporting & Analytics
- Workforce Optimization
Global Contact Center Software Market: Application analysis
- Banking, Financial Services, and Insurance
- Consumer Goods & Retail
- IT & Telecom
- Traveling & Hospitality
Global Contact Center Software Market: Region analysis
- North America
- Rest of Europe
- Asia Pacific
- South Korea
- Rest of Asia Pacific
- Latin America
- Rest of L.A.
- Middle East and Africa
- South Africa
- Rest of Middle East
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