The North America Contact Center Transformation Market would witness market growth of 15.7% CAGR during the forecast period (2020-2026).
A cloud-based contact center offers a variety of consumer data for analysis and response – including customer feedback from phone calls, mobile, social media, email, SMS/MMS, IVR, and other touch points – all from a centralized device. A 360-degree view of customer behavior – such as the last interaction the customer made with the organization or the last platform they utilized – allows call center associates to provide relevant, customized and real-time service that addresses customer issues easily and efficiently.
Businesses across the globe are implementing technology systems to minimize the number of consumers calls across low-cost digital networks, such as chatbots, in high-cost channels of engagement. Businesses can utilize the Interactive Voice Response (IVR) module, which enables agents to manage large volumes of calls. In addition, this module helps database integration agents, Automatic Speech Recognition (ASR) management, and Text-to-Speech (TTS) integration to provide efficient customer support. The module often validates callers so that they are forwarded to the right contact center agent.
Artificial Intelligence (AI) and digital transformation technologies also modified the perceptions of customers. Customers have been progressively competitive in terms of faster response. In order to address this, most vendors are investing in these innovations to help companies transform their contact centers into a sales model. In addition, a range of vendors focus on the delivery of omnichannel communication services.
Based on Component, the market is segmented into Software and Services. Software market is further bifurcated across Workforce Engagement, Real Time Repotting & Analytics, Social Media Analytics, Visual Network Analytics & Omnichannel Routing, Voice Biometrics and Others. Based on Deployment Type, the market is segmented into On-premise and Cloud. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises. Based on End User, the market is segmented into BFSI, Retail & Consumer Goods, Government & Defense, Travel & Hospitality, Healthcare & Life Sciences, Telecom & IT and Others. Based on countries, the market is segmented into U.S., Mexico, Canada, and Rest of North America.
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include AT&T, Inc., Cisco Systems, Inc., Microsoft Corporation (Metaswitch Networks), RingCentral, Inc., SAP SE, Five9, Inc., AGC Networks Ltd., Talkdesk, Inc., Genesys Telecommunications Laboratories, Inc., and Aculab PLC.
Scope of the Study
o Workforce Engagement
o Real Time Repotting & Analytics
o Social Media Analytics
o Visual Network Analytics & Omnichannel Routing
o Voice Biometrics
By Deployment Type
By Organization Size
• Large Enterprises
• Small & Medium Enterprises
By End User
• Retail & Consumer Goods
• Government & Defense
• Travel & Hospitality
• Healthcare & Life Sciences
• Telecom & IT
• Rest of North America
• AT&T, Inc.
• Cisco Systems, Inc.
• Microsoft Corporation (Metaswitch Networks)
• RingCentral, Inc.
• SAP SE
• Five9, Inc.
• AGC Networks Ltd.
• Talkdesk, Inc.
• Genesys Telecommunications Laboratories, Inc.
• Aculab PLC
• Exhaustive coverage
• Highest number of market tables and figures
• Subscription based model available
• Guaranteed best price
• Assured post sales research support with 10% customization free
Our reports have been used by over 10K customers, including:
The Global Contact Center Transformation Market size is expected to reach $31.4 billion by 2026, rising at a market growth of 17.4% CAGR during the forecast period. Growth in consumer interaction through social media platforms is projected to fuel market growth over the forecast period. The social media platform makes it easy for an agent...
The Global Contact Center Intelligence Market size is expected to reach $3.7 billion by 2026, rising at a market growth of 23.4% CAGR during the forecast period. Artificial intelligence (AI) is a part of rising innovations, and its application in contact centers is still new and developing. Notwithstanding, there are some encouraging instances...
146 pages •
By Global Industry Analysts
• Jul 2020
Global Contact Center Analytics Market to Reach $2.6 Billion by 2027 Amid the COVID-19 crisis, the global market for Contact Center Analytics estimated at US$963.7 Million in the year 2020, is projected to reach a revised size of US$2.6 Billion by 2027, growing at aCAGR of 15.4% over the period 2020-2027. On-Demand, one of the segments...
This IDC study provides an updated market sizing for the worldwide contact center applications software market based on completed revenue modeling and a revised forecast over a 10-year period and including consideration for the impact of COVID-19 for the market over the next 5 years (2020-2024)."COVID-19 pushed the digital transformation initiatives...
Call Center AI Market Research Report by Component (Compute Platforms, Services, and Solutions), by Deployment (On-Cloud and On-Premises), by Vertical - Global Forecast to 2025 - Cumulative Impact of COVID-19 The Global Call Center AI Market is expected to grow from USD 954.76 Million in 2019 to USD 3,179.95 Million...
This report provides the 2019 unified communications (UC)/collaborative workspace market performance and market forecast from 2020 to 2024. IDC categorizes the market into four solution segments: the IP telephony market, the IP conference system market, the IP contact center system market, and the collaborative workspace market. We also analyze...
Customer experience (CX) continues to be recognized as a distinct business function and takes center stage in many business strategies.Contact centers play an important role in helping companies acquire and retain customers. Contact centers can be perceived as the face of an organization: a hub of customer service and engagement, and...
Contact Center Software Market Research Report by Services (Managed Services and Professional Services), by Type (Inbound, Integration, Omni-channel, Outbound, and Reporting and Analytics), by Deployment, by Verticals - Global Forecast to 2025 - Cumulative Impact of COVID-19 The Global Contact Center Software Market...
Increasing tele fraudulent activities and cybercrimes, need for analyzing audio conversations in real time, growing demand for risk and compliance management, and rising demand for remote contact centres during COVID-19 pandemic to drive the growth of audio communication monitoring market The global audio communication monitoring market...
This IDC study presents estimated 2019 contact center applications software revenue market shares in a total market valued at approximately $9.3 billion."COVID-19 has radically changed the priority lists of contact center leaders as they cope with both shoring up existing infrastructure and evaluating the best effective investments to become...
You can change your Cookie Settings at any time but parts of our site will not function correctly without them.