North America Contact Center Transformation Market By Component, By Deployment Type, By Organization Size, By End User, By Country, Industry Analysis and Forecast, 2020 - 2026

North America Contact Center Transformation Market By Component, By Deployment Type, By Organization Size, By End User, By Country, Industry Analysis and Forecast, 2020 - 2026

  • July 2020 •
  • 128 pages •
  • Report ID: 5953701 •
  • Format: PDF
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

Market Segmentation:

By Component

• Software

o Workforce Engagement

o Real Time Repotting & Analytics

o Social Media Analytics

o Visual Network Analytics & Omnichannel Routing

o Voice Biometrics

o Others

• Services

By Deployment Type

• On-premise

• Cloud

By Organization Size

• Large Enterprises

• Small & Medium Enterprises

By End User


• Retail & Consumer Goods

• Government & Defense

• Travel & Hospitality

• Healthcare & Life Sciences

• Telecom & IT

• Others

By Country

• US

• Canada

• Mexico

• Rest of North America

Companies Profiled

• AT&T, Inc.

• Cisco Systems, Inc.

• Microsoft Corporation (Metaswitch Networks)

• RingCentral, Inc.


• Five9, Inc.

• AGC Networks Ltd.

• Talkdesk, Inc.

• Genesys Telecommunications Laboratories, Inc.

• Aculab PLC

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