Today, many business organizations are deploying an omni-channel accessibility to contact center in order to provide a seamless experience where the customer can reach call centers through any channel like email, SMS, web, mobile or social media. Also, the deployment of contact center at cloud due to low cost, high flexibility, automated routing of calls and automated workflows are one of the trends in the contact center software market.
Contact Center Software: Drivers and Restraints
The factors driving the market of contact center software market are increasing adoption of IoT enables services and increasing number of IoT devices. Factors like mobility, accessibility of all the database through omni- channel, and management of the devices and services across multiple vendors are boosting the demand of call center software in the market.
Various factors like 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 few of the factors restraining the market of contact center software.
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Contact Center Software: Segmentation
Segmentation based on deployment type in Contact Center Software Market:
– Browser based
Segmentation based on end-user in Contact Center Software Market:
– Large enterprises
Contact Center Software: Competitive Landscape
Key players in the contact center software market are Genesys Telecommunications Laboratories, Inc., Mitel Networks Corporation, Talkdesk, Inc., Bitrix24, Inc., Salesforce.com, Cisco Systems, Inc., Five9, Inc., Bright Pattern, Inc., SAP SE, Ameyo.com and Oracle Corporation.
North America is expected to the largest market of Contact Center Software. The majority of Contact Center Software vendors such as Genesys Telecommunications Laboratories, Inc., Mitel Networks Corporation, and SAP SE are based in North America region. This is attributed to the rising adoption of cloud-based software. The market is anticipated to grow in Asia Pacific region due to increasing acceptance of cloud-based solution.
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