Contact Center Software Market Size & Share 2018 - 2024
Market Size by Component (Software [Automatic Call Distribution {ACD}, Dialer, Call Recording, Computer Telephony Integration {CTI}, Workforce Optimization, Customer Collaboration, Reporting & Analytics, Interactive Voice Response {IVR}, Intelligent Virtual Assistant {IVA}], Service [Integration and Deployment, Training and Consulting, Support and Maintenance, Managed Service]), by Deployment Model (On-Premise, Cloud), by Application (BFSI, Consumer Goods & Retail, Government, Healthcare, IT & Telecom, Travel and Hospitality), Industry Analysis Report, Regional Outlook, Growth Potential, Competitive Market Share & Forecast.
Report ID: GMI2972
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Published Date: October 2018
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Report Format: PDF
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Authors:
Preeti Wadhwani, Aishvarya Ambekar
Contact Center Software Market Size
Contact Center Software Market size surpassed USD 14 billion in 2017 and is projected to expand at 15% CAGR between till 2024. Rising demand for unified communication platforms that provide communication through different modes such as video, voice, web, email, fax, and social media is likely to boost industry demand.
Contact center software enables enterprises to co-ordinate services across different communication channels to improve customer experience. The increasing demand for technology across various industries, such as BFSI, healthcare, IT & telecom, travel & hospitality, and government organizations, is also positively impacting market revenue.
The integration of Artificial Intelligence (AI) technology in these solutions allows enterprises to automate their routine interactions and helps them to resolve their issues. It also helps in predicting new market trends using machine learning algorithms and understanding customer expectations to increase customer retention.
Contact Center Software Market Analysis
The service segment of the contact center software market is expected to observe 19% CAGR through 2024 due to the rapidly changing network requirements of enterprise customers. Contact center services help customers to ensure that their products work efficiently, remain available, and take advantage of the application software and up-to-date systems. They also assist consumers in protecting their investments, reducing downtime, and managing risks for systems that run on critical applications.
These services meet the specific requirements of their customers by providing preventive, responsive, and consultative support. These services include integration & deployment service that provides integration capabilities with traditional CRM systems at workplaces to ensure efficient and rapid deployment of new solutions in the infrastructure. This service also ensures high productivity, agility, and security for businesses.
The cloud deployment model is poised to register growth rate of over 22% up to 2024 owing to the adoption of cloud technology across enterprises. Cloud deployment provides easy and faster deployment & implementation, greater security, improved flexibility & scalability, ease of managing remote workforce, real-time data visibility, and customization capabilities over the legacy on-premise deployment model. These advantages are enabling enterprises to shift toward the cloud deployment model.
Cloud contact center solutions reduce support costs and eliminate the expenditure required for upgrading to ensure smooth business functioning with rapid growth in return on investment. Access to the latest product capabilities is allowing businesses to focus on delivering highly personalized services, thereby meeting customers’ demand.
The contact center software market from IT & telecom application is estimated to see at more than 17% CAGR over the forecast period on account of rising mobile and broadband penetration. Telecom companies are offering multiple calling and internet usage to acquire more customers. The increase in customers across the telecom sector is resulting in network connectivity issues in multiple communication channels.
Contact center software assists in solving these network connectivity issues through multiple communication channels. It provides the expertise and communication tools required to serve the customers by registering complaints, answering their queries, providing payment reminders, and delivering additional services to connect with their customers proactively. Contact center software also increases call handling efficiencies, reduces call avoidance rate, and enhances first call resolution rate, leading to improved customer satisfaction and lower service cost.
Asia Pacific contact center software market is set to witness a CAGR of around 20% through 2024 propelled by the growing digital transformation across enterprises. The companies operating in this region have adopted contact center software solutions to bring about transformations in their daily working environment. China helped in revolutionizing the adoption of contact center software by introducing a chatbot platform in WeChat application. In Japan, prompt customer service is significant to industries and consumers, enhancing the adoption of contact center software, providing advanced services, and customer loyalty programs.
Government authorities in the region are also keen on obtaining core AI technologies and are entering into partnerships with private corporations to ramp up their efforts in the field of AI. In May 2018, South Korea’s government announced its plan to invest USD 2 billion by 2022 to reinforce its AI R&D competence. This program comprises the formation of six new AI research institutions in the country.
Contact Center Software Market Share
Companies are focusing on the integration of AI and machine learning technologies in their solutions to enhance their customer experience. For instance, in August 2017, IBM Corporation announced the commencement of a new machine learning hub in Bengaluru, India for organizations to offer hands-on training on machine learning technology to build and deploy a new analytic model for the next-generation intelligent applications.
Some of the key vendors operating in the contact center software market are
This market research report on contact center software includes in-depth coverage of the industry with estimates & forecast in terms of revenue in USD from 2013 to 2024 for the following segments:
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Market, By Component
Market, By Deployment Model
Market, By Application
The above information has been provided for the following regions and countries:
Research methodology, data sources & validation process
This report draws on a structured research process built around direct industry conversations, proprietary modelling, and rigorous cross-validation and not just desk research.
Our 6-step research process
1. Research design & analyst oversight
At GMI, our research methodology is built on a foundation of human expertise, rigorous validation, and complete transparency. Every insight, trend analysis, and forecast in our reports is developed by experienced analysts who understand the nuances of your market.
Our approach integrates extensive primary research through direct engagement with industry participants and experts, complemented by comprehensive secondary research from verified global sources. We apply quantified impact analysis to deliver dependable forecasts, while maintaining complete traceability from original data sources to final insights.
2. Primary research
Primary research forms the backbone of our methodology, contributing nearly 80% to overall insights. It involves direct engagement with industry participants to ensure accuracy and depth in analysis. Our structured interview program covers regional and global markets, with inputs from C-suite executives, directors, and subject matter experts. These interactions provide strategic, operational, and technical perspectives, enabling well-rounded insights and reliable market forecasts.
3. Data mining & market analysis
Data mining is a key part of our research process, contributing nearly 20% to the overall methodology. It involves analysing market structure, identifying industry trends, and assessing macroeconomic factors through revenue share analysis of major players. Relevant data is collected from both paid and unpaid sources to build a reliable database. This information is then integrated to support primary research and market sizing, with validation from key stakeholders such as distributors, manufacturers, and associations.
4. Market sizing
Our market sizing is built on a bottom-up approach, starting with company revenue data gathered directly through primary interviews, alongside production volume figures from manufacturers and installation or deployment statistics. These inputs are then pieced together across regional markets to arrive at a global estimate that stays grounded in actual industry activity.
5. Forecast model & key assumptions
Every forecast includes explicit documentation of:
✓ Key growth drivers and their assumed impact
✓ Restraining factors and mitigation scenarios
✓ Regulatory assumptions and policy change risk
✓ Technology adoption curve parameter
✓ Macroeconomic assumptions (GDP growth, inflation, currency)
✓ Competitive dynamics and market entry/exit expectations
6. Validation & quality assurance
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Our triple-layer validation process ensures maximum data reliability:
✓ Statistical Validation
✓ Expert Validation
✓ Market Reality Check
Trust & credibility
Verified data sources
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Regulatory filings
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Academic research
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GMI archive
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Trade data
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Parameters studied & evaluated
Every data point in this report is validated through primary interviews, true bottom-up modelling, and rigorous cross-checks. Read about our research process →