Contact Center Software Market Is Expected to Increase at a 19.2% of CAGR by 2030

Published Date : 27 Jun 2023

The global contact center software market size surpassed USD 42.67 billion in 2022 and is expected to attain around USD 173.9 billion by 2030, expanding at a strong CAGR of 19.2 percent throughout the projection period from 2022 to 2030.

Contact Center Software Market Size and Growth Rate From 2022 To 2030

Companies are now able to provide vital insights to improve customer experience thanks to the rising need to supply dynamic client requirements, which is ultimately fueling the expansion of the contact center market. Additionally, one of the major elements that will favorably affect the expansion of the worldwide Contact Center Market in the near future is the rise in the usage of cloud-based contact centers. The market for contact centers is also being driven by an expansion in multichannel communication, a rise in customer social media usage, and technical improvements in artificial intelligence and analytics.

Research indicates that about 84% of consumers value a company's experience just as highly as its goods and services. Businesses have also come to understand how enhanced customer service may contribute to increased profitability. As a result, companies are quickly implementing contact center solutions as part of their initiatives to enhance customer service, hence fostering market expansion. The advantages of cloud-based computing and management solutions have been recognized by businesses. As a result, many companies worldwide are concentrating on making the transfer to cloud-based contact centers.

For a variety of factors, including increased security and productivity, contact center administrators and managers are embracing cloud technology. To enhance customer experience, organizations are increasingly using additional omnichannel solutions, such as video chat support and chatbots, based on cutting-edge technology like Artificial Intelligence (AI). Utilizing AI, a number of firms have already begun automating certain business tasks. The following generation of this technology, prescriptive AI, offers a wide range of new features, from better case routing to effective question resolution and schedule management.

Prescriptive AI is also anticipated to expand customer interactions beyond discovery and onboarding to post-purchase assistance, adding a new dimension to how organizations can anticipate the changing demands of consumers. Additionally, internal uses for prescriptive AI include optimizing field resource utilization and replenishing inventories depending on demand. The expansion of the market during the anticipated period may be constrained, however, by Interactive Voice Response (IVR) fraud or fraudulent actions taking place within the IVR systems.

Report Highlights:

  • Single channel contact centres are no longer used in the retail industry. The industry has been redefined in a number of ways as a result of the expansion of e-commerce. The post-sale services provided to customers have become more challenging to handle due to the growing amount of omnichannel sales, creating a significant market potential for contact center software.
  • Additionally, customers now generally embrace omnichannel purchases. Over 70% of customers are receptive to buying online, with some doing so regularly while a smaller percentage would consider switching if the experience and value were to improve.
  • During the projected period, the BFSI vertical will account for the greatest market share. Contact centre analytic solutions are in high demand in the BFSI industry in order to evaluate customer data and enhance their experience. One of the key reasons fueling the growth of the contact center software market is the growing efforts made by BFSI companies to improve their operational efficiency and satisfy client needs.
  • The COVID-19 pandemic epidemic had a favorable effect on the market. During the crisis, contact centers saw a considerable increase in calls overall. According to a source, during the early phases of the epidemic, the call centers received more than 300% more calls than typical. Due of this, firms began to invest in software to automate procedures.

Contact Center Software Market Report Scope:

Report Coverage Details
Market Revenue in 2023 USD 50.87 Billion
Projected Forecast Revenue in 2030 USD 173.9 Billion
Growth Rate from 2022 to 2030 CAGR of 19.2%
Largest Market North America
Base Year 2022
Forecast Period 2022 To 2030
Regions Covered North America, Europe, Asia-Pacific, Latin America, and Middle East & Africa

Regional Snapshots:

The need for contact center software is being driven by the growing omnichannel sales strategy as well as the growing North American e-commerce market. Due to the enormous potential the area offers, businesses are attempting to diversify their company operations there.

For instance, ZaiLab, a supplier of omnichannel, cloud-based contact center software, has disclosed ambitions to increase the scope of its product line in North America.

Notably, enterprises are emphasizing on cloud-based solutions to increase productivity and scalability. For instance, PHH Mortgage, one of the leading residential mortgage sub-servicers in the United States, migrated their contact center to a cloud-based architecture in October 2018 in collaboration with Serenova.

The main goal of the change was to improve the client experience. As a consequence, it is anticipated that additional businesses would be forced to shift their software to the cloud, offering plenty of opportunities for industry participants and positively affecting market growth in the area throughout the projection period.

Market Dynamics:


Customers are lost owing to negative experiences 67% of the time, thus keeping them costs 70% less than getting new ones. As companies work to keep their current customers, one of the elements that are anticipated to contribute to the growing use of contact center software is customer experience.

Integrated workforce management is one of the aspects that can boost demand for contact center solutions. High employee engagement teams have been found to be 21% more productive, which lowers internal theft by 28%. The company's most significant asset is its workforce. Scheduling their labor is essential if you want to get the most production out of these assets. For these uses, contact center solutions are quite beneficial.

The growing desire for individualized services is another element that might boost demand in the contact center software industry. Over 75% of clients are more inclined to buy from a vendor who knows them by name or from a vendor who is recommended based on a prior purchase, according to Accenture, a well-known software provider in the worldwide market.


There are several limitations and difficulties that will prevent the market from expanding. Redesigning contact center business operations is necessary to comply with the new data rules, which may have an impact on the market's expansion. One of the tough elements limiting the market for contact centers is the government's strict restrictions, which make it difficult to interface with old systems. Therefore, throughout the anticipated time, these difficulties can hinder the market.


As customer experience plays a significant part in preserving customer connections and enhancing goods and services based on consumer input, the necessity for raising customer satisfaction levels becomes critical for enterprises. Innovative technologies like AI, ML, and analytics are now available, enabling firms to engage with their consumers and provide better customer experiences.


Due to the extensive consumer data storage, contact centers are always at danger. Additionally, longer conversations raise call center operational expenses and irritate consumers, which can harm the customer experience and lower overall customer satisfaction. But the development of intelligent IVRs, often referred to as IVAs, has introduced additional layers of security to user authentication.

Recent Developments:

  • In October 2018, The $100 million received by Talkdesk Inc. will be used to expand the company's line of intelligent contact center software.
  • In September 2018, A contact center firm called Ytica, which specialized in workforce efficiency tools, voice analytics, and contact center reporting, was bought by Twilio. In the contact center sector, this will not just broaden the company's product line and consumer base.

Major Key Players:

  • 8X8, Inc.
  • ALE International
  • Altivon
  • Amazon Web Services, Inc.
  • Ameyo
  • Amtelco
  • Aspect Software
  • Avaya Inc.
  • Avoxi
  • Cisco Systems, Inc.
  • Enghouse Interactive Inc.
  • Exotel Techcom Pvt. Ltd.
  • Five9, Inc.
  • Genesys
  • Microsoft Corp.
  • NEC Corp.
  • SAP SE
  • Spok, Inc.
  • Talkdesk, Inc.
  • Twilio Inc.
  • UiPath
  • Unify Inc.
  • VCC Live

Market Segmentation:

By Solution

  • Automatic Call Distribution (ACD)
  • Computer Telephony Integration (CTI)
  • Call Recording
  • Dialer
  • Customer Collaboration
  • Reporting & Analytics
  • Interactive Voice Responses (IVR)
  • Workforce Optimization
  • Others

By Service

  • Integration & Deployment
  • Support & Maintenance
  • Training & Consulting
  • Managed Services

By Deployment

  • Hosted
  • On-premise

By Enterprise Size

  • Large Enterprises
  • Small and Medium-Sized Enterprises

By End-User

  • Healthcare
  • BFSI
  • Government
  • Consumer Goods and Retail
  • Travel and Hospitality
  • IT and Telecom
  • Others

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