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Global Contact Centre Transformation Market: By Solution: Omnichannel Routing, Real Time Reporting and Analytics, Others; By Service; By Deployment; By Organisation Size; By End-Use; Regional Analysis; Historical Market and Forecast (2018-2028); Market Dynamics; Competitive Landscape; Industry Events and Developments

Global Contact Centre Transformation Market Outlook

The global contact centre transformation market reached a value of about USD 24.7 billion in 2021. The industry is further expected to grow at a CAGR of approximately 16.10% in the forecast period of 2023-2028 to reach a value of around USD 60.49 billion by 2027.

 

North America to be a Significant Regional Market for Contact Centre Transformation

North America is a significant market for contact centre solutions and services due to the propensity and regulations governing enterprises to offer better customer services. The number of contact centres operating in the region is growing steadily, driving the market growth in the region. Businesses have adopted and invested in emerging technologies, such as cloud platforms, big data, and analytics in the North American region. Moreover, firms are increasingly seeking to improve their overall business productivity by optimising outward and inbound activities in the region, consequently promoting regional market growth.

The Asia Pacific region is expected to emerge as the fastest-growing regional market over the forecast period. Various factors, such as many small and medium enterprises and a broad customer base in the region, are likely to propel the regional market growth. Various small and medium firms are migrating to cloud-based solutions. Also, the large-scale adoption of cost-effective cloud-based solutions by large enterprises in the region is further anticipated to propel growth. The rapid growth of cloud-based contact centre adoption in the Asia Pacific region is mainly driven by the dramatic expansion of the data centre business. The increasing number of start-ups and customers’ willingness to adopt new technologies are driving the growth of the cloud-based contact centre market.

 

Large Enterprises Segment to Lead the Market Growth

The large enterprise segment dominates the market, owing to the increased adoption of contact centre transformation solutions for support, feedback, service, and marketing functions. Different providers are focusing on designing highly scalable and cluster-based customer engagement solutions for large enterprises. These solutions can scale easily with the multi-channel facility of chat, voice, SMS, social media interface, and email to improve customer engagement experience. The benefits of cloud-based contact centre solutions, such as the pay-per-use subscription model, higher scalability, improved flexibility, and customised client interactions that result in improved customer experience, are projected to drive significant demand among large enterprises.

 

Market Segmentations

Agents can efficiently upsell and cross-sell products while handling a service call with the help of contact centre transformation strategies. Adaptive call-routing solutions are becoming more popular among businesses as they allow companies to optimise calls depending on client preferences and personnel knowledge. Call centre transformation automation systems assist businesses in routing calls to individual personnel so that customers receive the best possible service.

The various solutions in the market are:

  • Omnichannel Routing 
  • Real-Time Reporting and Analytics
  • Social Media Analytics
  • Visual Network Analytics
  • Voice Biometrics
  • Workforce Engagement
  • Others

The different services provided by the market are:

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

By deployment, the market is divided into:

  • On-Premises
  • Hosted

Based on organisation size, the market is segmented into:

  • Small and Medium Enterprises
  • Large

The end-uses of the market are:

  • Banking, Financial Services, and Insurance (BFSI)
  • IT and Telecom
  • Media and Entertainment
  • Retail and Consumer
  • Healthcare
  • Others

The regional markets for the contact centre transformation industry can be divided into North America, Europe, the Asia Pacific, Latin America, the Middle East and Africa.

 

Growth in Consumer Interaction through Social Media Platforms Augmenting the Market Growth

Over the forecast period, increased consumer connection via social media platforms is expected to drive market growth. While on a customer call, the social networking platform makes it easier for an agent to work by providing insight into customer behaviour and previous complaints. Automation and artificial intelligence (AI) are two examples of advances that improve technical skills and increase agent productivity. The rising demand for the automation of contact centre operations can also be attributed to the growth of the global market. With integrated web services, customers can easily connect with contact centres. Customers often expect immediate or live assistance from agents. The contact centre transformation automation tools help businesses route calls to suitable agents to provide appropriate service to the customers. The outbreak of COVID-19 has favourably impacted the market. The explosion resulted in increased call volumes in the contact centres. Moreover, several contact centres have kept their critical interactions facilities functioning and also entered into partnerships and mergers and acquisitions, thereby propelling the need for automation tools. For example, Genesys partnered with Maximus, a government services company, in May 2020. The Maximus Genesys Engagement Platform, an integrated, cloud-based omnichannel contact centre solution for federal, state, and local government agencies, was the focus of the agreement. The Engagement Platform, powered by Genesys Engage, offers a unified set of features and functionalities across channels via a single voice and digital user interface.

 

Key Players in the Global Contact Centre Transformation Market

The report gives a detailed analysis of the following key players in the global contact centre transformation industry, covering their competitive landscape, capacity, and latest developments like mergers, acquisitions, and investments, expansions of capacity, and plant turnarounds:

  • RingCentral, Inc.  
  • NICE Ltd.
  • 8x8 Inc.
  • Genesys Cloud Services, Inc.
  • Five9, Inc.
  • Enghouse System Limited.
  • VOCALCOM SAS
  • Others

The comprehensive EMR report provides an in-depth assessment of the market based on the Porter's five forces model along with giving a SWOT analysis.

 

Key Highlights of the Report

REPORT FEATURES DETAILS
Base Year 2022
Historical Period 2018-2022
Forecast Period 2023-2028
Scope of the Report

Historical and Forecast Trends, Industry Drivers and Constraints, Historical and Forecast Market Analysis by Segment:

  • Solution
  • Service
  • Deployment
  • Organisation Size
  • End-Use
  • Region
Breakup by Solution
  • Omnichannel Routing
  • Real Time Reporting and Analytics
  • Social Media Analytics
  • Visual Network Analytics
  • Voice Biometrics
  • Workforce Engagement
  • Others
Breakup by Service
  • Integration and Deployment
  • Support and Maintenance
  • Training and Consulting
  • Managed Services
Breakup by Deployment
  • On-Premises
  • Hosted
Breakup by Organisation Size
  • Small and Medium Enterprises
  • Large
Breakup by End-Use
  • Banking, Financial Services, and Insurance (BFSI)
  • IT and Telecom
  • Media and Entertainment
  • Retail and Consumer
  • Healthcare 
  • Others
Breakup by Region
  • North America
    • United States of America 
    • Canada
  • Europe
    • United Kingdom
    • Germany
    • France
    • Italy
    • Others
  • Asia Pacific
    • China
    • Japan
    • India
    • ASEAN
    • Australia
    • Others
  • Latin America
    • Brazil
    • Argentina
    • Mexico
    • Others
  • Middle East and Africa
    • Saudi Arabia
    • United Arab Emirates
    • Nigeria
    • South Africa
    • Others
Market Dynamics
  • SWOT
  • Porter's Five Forces
  • Key Indicators for Demand
  • Key Indicators for Price
Competitive Landscape
  • Market Structure
  • Company Profiles
    • Company Overview
    • Product Portfolio
    • Demographic Reach and Achievements
    • Certifications
Companies Covered
  • RingCentral, Inc.  
  • NICE Ltd.
  • 8x8 Inc.
  • Genesys Cloud Services, Inc.
  • Five9, Inc.
  • Enghouse System Limited.
  • VOCALCOM SAS
  • Others
Report Price and Purchase Option Explore our purchase options that are best suited to your resources and industry needs.
Delivery Format Delivered as an attached PDF and Excel through email, with an option of receiving an editable PPT, according to the purchase option.

 

*At Expert Market Research, we strive to always give you current and accurate information. The numbers depicted in the description are indicative and may differ from the actual numbers in the final EMR report.

1    Preface
2    Report Coverage – Key Segmentation and Scope
3    Report Description

    3.1    Market Definition and Outlook
    3.2    Properties and Applications
    3.3    Market Analysis
    3.4    Key Players
4    Key Assumptions
5    Executive Summary

    5.1    Overview
    5.2    Key Drivers
    5.3    Key Developments  
    5.4    Competitive Structure
    5.5    Key Industrial Trends
6    Market Snapshot
    6.1    Global
    6.2    Region
7    Opportunities and Challenges in the Market
8    Global Contact Centre Transformation Market Analysis

    8.1    Key Industry Highlights
    8.2    Global Contact Centre Transformation Historical Market (2018-2022) 
    8.3    Global Contact Centre Transformation Market Forecast (2023-2028)
    8.4    Global Contact Centre Transformation Market by Solution
        8.4.1    Omnichannel Routing
            8.4.1.1    Market Share
            8.4.1.2    Historical Trend (2018-2022)
            8.4.1.3    Forecast Trend (2023-2028)
        8.4.2    Real Time Reporting and Analytics
            8.4.2.1    Market Share
            8.4.2.2    Historical Trend (2018-2022)
            8.4.2.3    Forecast Trend (2023-2028)
        8.4.3    Social Media Analytics
            8.4.3.1    Market Share
            8.4.3.2    Historical Trend (2018-2022)
            8.4.3.3    Forecast Trend (2023-2028)
        8.4.4    Visual Network Analytics 
            8.4.4.1    Market Share
            8.4.4.2    Historical Trend (2018-2022)
            8.4.4.3    Forecast Trend (2023-2028)
        8.4.5    Voice Biometrics 
            8.4.5.1    Market Share
            8.4.5.2    Historical Trend (2018-2022)
            8.4.5.3    Forecast Trend (2023-2028) 
        8.4.6    Workforce Engagement
            8.4.6.1    Market Share
            8.4.6.2    Historical Trend (2018-2022)
            8.4.6.3    Forecast Trend (2023-2028)
        8.4.7    Others
    8.5    Global Contact Centre Transformation Market by Service
        8.5.1    Integration and Deployment 
            8.5.1.1    Market Share
            8.5.1.2    Historical Trend (2018-2022)
            8.5.1.3    Forecast Trend (2023-2028)
        8.5.2    Support and Maintenance
            8.5.2.1    Market Share
            8.5.2.2    Historical Trend (2018-2022)
            8.5.2.3    Forecast Trend (2023-2028)
        8.5.3    Training and Consulting
            8.5.3.1    Market Share
            8.5.3.2    Historical Trend (2018-2022)
            8.5.3.3    Forecast Trend (2023-2028)
        8.5.4    Managed Services
            8.5.4.1    Market Share
            8.5.4.2    Historical Trend (2018-2022)
            8.5.4.3    Forecast Trend (2023-2028)
    8.6    Global Contact Centre Transformation Market by Deployment
        8.6.1    On-Premises
            8.6.1.1    Market Share
            8.6.1.2    Historical Trend (2018-2022)
            8.6.1.3    Forecast Trend (2023-2028)
        8.6.2    Hosted
            8.6.2.1    Market Share
            8.6.2.2    Historical Trend (2018-2022)
            8.6.2.3    Forecast Trend (2023-2028)
    8.7    Global Contact Centre Transformation Market by Organisation Size
        8.7.1    Small and Medium Enterprises
            8.7.1.1    Market Share
            8.7.1.2    Historical Trend (2018-2022)
            8.7.1.3    Forecast Trend (2023-2028)
        8.7.2    Large
            8.7.2.1    Market Share
            8.7.2.2    Historical Trend (2018-2022)
            8.7.2.3    Forecast Trend (2023-2028)
    8.8    Global Contact Centre Transformation Market by End-Use
        8.8.1    Banking, Financial Services, and Insurance (BFSI)
            8.8.1.1    Market Share
            8.8.1.2    Historical Trend (2018-2022)
            8.8.1.3    Forecast Trend (2023-2028)
        8.8.2    IT and Telecom
            8.8.2.1    Market Share
            8.8.2.2    Historical Trend (2018-2022)
            8.8.2.3    Forecast Trend (2023-2028)
        8.8.3    Media and Entertainment
            8.8.3.1    Market Share
            8.8.3.2    Historical Trend (2018-2022)
            8.8.3.3    Forecast Trend (2023-2028)
        8.8.4    Retail and Consumer
            8.8.4.1    Market Share
            8.8.4.2    Historical Trend (2018-2022)
            8.8.4.3    Forecast Trend (2023-2028)
        8.8.5    Healthcare 
            8.8.5.1    Market Share
            8.8.5.2    Historical Trend (2018-2022)
            8.8.5.3    Forecast Trend (2023-2028)
        8.8.6    Others
    8.9    Global Contact Centre Transformation Market by Region       
        8.9.1    North America
           8.9.1.1    Market Share
           8.9.1.2    Historical Trend (2018-2022) 
           8.9.1.3    Forecast Trend (2023-2028)
       8.9.2    Europe
           8.9.2.1    Market Share
           8.9.2.2    Historical Trend (2018-2022) 
           8.9.2.3    Forecast Trend (2023-2028)
       8.9.3    Asia Pacific
           8.9.3.1    Market Share
           8.9.3.2    Historical Trend (2018-2022) 
           8.9.3.3    Forecast Trend (2023-2028)
       8.9.4    Latin America
           8.9.4.1    Market Share
           8.9.4.2    Historical Trend (2018-2022) 
           8.9.4.3    Forecast Trend (2023-2028)
       8.9.5    Middle East and Africa
           8.9.5.1    Market Share
           8.9.5.2    Historical Trend (2018-2022) 
           8.9.5.3    Forecast Trend (2023-2028)
9    North America Contact Centre Transformation Market Analysis
    9.1    United States of America 
        9.1.1    Market Share
        9.1.2    Historical Trend (2018-2022) 
        9.1.3    Forecast Trend (2023-2028)
    9.2    Canada
        9.2.1    Market Share
        9.2.2    Historical Trend (2018-2022) 
        9.2.3    Forecast Trend (2023-2028)
10    Europe Contact Centre Transformation Market Analysis
    10.1    United Kingdom
        10.1.1    Market Share
        10.1.2    Historical Trend (2018-2022) 
        10.1.3    Forecast Trend (2023-2028)
    10.2    Germany
        10.2.1    Market Share
        10.2.2    Historical Trend (2018-2022) 
        10.2.3    Forecast Trend (2023-2028)
    10.3    France
        10.3.1    Market Share
        10.3.2    Historical Trend (2018-2022) 
        10.3.3    Forecast Trend (2023-2028)
    10.4    Italy
        10.4.1    Market Share
        10.4.2    Historical Trend (2018-2022) 
        10.4.3    Forecast Trend (2023-2028)
    10.5    Others
11    Asia Pacific Contact Centre Transformation Market Analysis
    11.1    China    
        11.1.1    Market Share
        11.1.2    Historical Trend (2018-2022) 
        11.1.3    Forecast Trend (2023-2028)
    11.2    Japan
        11.2.1    Market Share
        11.2.2    Historical Trend (2018-2022) 
        11.2.3    Forecast Trend (2023-2028)
    11.3    India
        11.3.1    Market Share
        11.3.2    Historical Trend (2018-2022) 
        11.3.3    Forecast Trend (2023-2028)
    11.4    ASEAN
        11.4.1    Market Share
        11.4.2    Historical Trend (2018-2022) 
        11.4.3    Forecast Trend (2023-2028)
    11.5    Australia
        11.5.1    Market Share
        11.5.2    Historical Trend (2018-2022) 
        11.5.3    Forecast Trend (2023-2028)
    11.6    Others
12    Latin America Contact Centre Transformation Market Analysis
    12.1    Brazil
        12.1.1    Market Share
        12.1.2    Historical Trend (2018-2022) 
        12.1.3    Forecast Trend (2023-2028)
    12.2    Argentina
        12.2.1    Market Share
        12.2.2    Historical Trend (2018-2022) 
        12.2.3    Forecast Trend (2023-2028)
    12.3    Mexico
        12.3.1    Market Share
        12.3.2    Historical Trend (2018-2022) 
        12.3.3    Forecast Trend (2023-2028)
    12.4    Others
13    Middle East and Africa Contact Centre Transformation Market Analysis
    13.1    Saudi Arabia
        13.1.1    Market Share
        13.1.2    Historical Trend (2018-2022) 
        13.1.3    Forecast Trend (2023-2028)
    13.2    United Arab Emirates
        13.2.1    Market Share
        13.2.2    Historical Trend (2018-2022) 
        13.2.3    Forecast Trend (2023-2028)
    13.3    Nigeria
        13.3.1    Market Share
        13.3.2    Historical Trend (2018-2022) 
        13.3.3    Forecast Trend (2023-2028)
    13.4    South Africa
        13.4.1    Market Share
        13.4.2    Historical Trend (2018-2022) 
        13.4.3    Forecast Trend (2023-2028)
    13.5    Others
14    Market Dynamics
    14.1    SWOT Analysis
        14.1.1    Strengths
        14.1.2    Weaknesses
        14.1.3    Opportunities
        14.1.4    Threats
    14.2    Porter’s Five Forces Analysis
        14.2.1    Supplier’s Power
        14.2.2    Buyer’s Power
        14.2.3    Threat of New Entrants
        14.2.4    Degree of Rivalry
        14.2.5    Threat of Substitutes
    14.3    Key Indicators for Demand
    14.4    Key Indicators for Price
15    Competitive Landscape
    15.1    Market Structure
    15.2    Company Profiles
        15.2.1    RingCentral, Inc.  
            15.2.1.1    Company Overview
            15.2.1.2    Product Portfolio
            15.2.1.3    Demographic Reach and Achievements
            15.2.1.4    Certifications
        15.2.2    NICE Ltd.
            15.2.2.1    Company Overview
            15.2.2.2    Product Portfolio
            15.2.2.3    Demographic Reach and Achievements
            15.2.2.4    Certifications
        15.2.3    8x8 Inc.
            15.2.3.1    Company Overview
            15.2.3.2    Product Portfolio
            15.2.3.3    Demographic Reach and Achievements
            15.2.3.4    Certifications
        15.2.4    Genesys Cloud Services, Inc.
            15.2.4.1    Company Overview
            15.2.4.2    Product Portfolio
            15.2.4.3    Demographic Reach and Achievements
            15.2.4.4    Certifications
        15.2.5    Five9, Inc.
            15.2.5.1    Company Overview
            15.2.5.2    Product Portfolio
            15.2.5.3    Demographic Reach and Achievements
            15.2.5.4    Certifications
        15.2.6    Enghouse System Limited.
            15.2.6.1    Company Overview
            15.2.6.2    Product Portfolio
            15.2.6.3    Demographic Reach and Achievements
            15.2.6.4    Certifications
        15.2.7    VOCALCOM SAS
            15.2.7.1    Company Overview
            15.2.7.2    Product Portfolio
            15.2.7.3    Demographic Reach and Achievements
            15.2.7.4    Certifications
        15.2.8    Others
16    Key Trends and Developments in the Market

 

List of Key Figures and Tables

1.    Global Contact Centre Transformation Market: Key Industry Highlights, 2018 and 2028
2.    Global Contact Centre Transformation Historical Market: Breakup by Solution (USD Billion), 2018-2022
3.    Global Contact Centre Transformation Market Forecast: Breakup by Solution (USD Billion), 2023-2028
4.    Global Contact Centre Transformation Historical Market: Breakup by Service (USD Billion), 2018-2022
5.    Global Contact Centre Transformation Market Forecast: Breakup by Service (USD Billion), 2023-2028
6.    Global Contact Centre Transformation Historical Market: Breakup by Deployment (USD Billion), 2018-2022
7.    Global Contact Centre Transformation Market Forecast: Breakup by Deployment (USD Billion), 2023-2028
8.    Global Contact Centre Transformation Historical Market: Breakup by Organisation Size (USD Billion), 2018-2022
9.    Global Contact Centre Transformation Market Forecast: Breakup by Organisation Size (USD Billion), 2023-2028
10.    Global Contact Centre Transformation Historical Market: Breakup by End-Use (USD Billion), 2018-2022
11.    Global Contact Centre Transformation Market Forecast: Breakup by End-Use (USD Billion), 2023-2028
12.    Global Contact Centre Transformation Historical Market: Breakup by Region (USD Billion), 2018-2022
13.    Global Contact Centre Transformation Market Forecast: Breakup by Region (USD Billion), 2023-2028
14.    North America Contact Centre Transformation Historical Market: Breakup by Country (USD Billion), 2018-2022
15.    North America Contact Centre Transformation Market Forecast: Breakup by Country (USD Billion), 2023-2028
16.    Europe Contact Centre Transformation Historical Market: Breakup by Country (USD Billion), 2018-2022
17.    Europe Contact Centre Transformation Market Forecast: Breakup by Country (USD Billion), 2023-2028
18.    Asia Pacific Contact Centre Transformation Historical Market: Breakup by Country (USD Billion), 2018-2022
19.    Asia Pacific Contact Centre Transformation Market Forecast: Breakup by Country (USD Billion), 2023-2028
20.    Latin America Contact Centre Transformation Historical Market: Breakup by Country (USD Billion), 2018-2022
21.    Latin America Contact Centre Transformation Market Forecast: Breakup by Country (USD Billion), 2023-2028
22.    Middle East and Africa Contact Centre Transformation Historical Market: Breakup by Country (USD Billion), 2018-2022
23.    Middle East and Africa Contact Centre Transformation Market Forecast: Breakup by Country (USD Billion), 2023-2028
24.    Global Contact Centre Transformation Market Structure.

Key Questions Answered in the Report

In 2021, the global contact centre transformation market attained a value of nearly USD 24.7 billion.

The market is projected to grow at a CAGR of 16.10% between 2023 and 2028.

The market is estimated to witness healthy growth in the forecast period of 2023-2028 to reach USD 60.49 billion by 2027.

The major drivers of the market include the growing number of contact centres, increasing investment in emerging technologies, presence of many small and medium enterprises, the rapid growth of cloud-based contact centre adoption, increasing number of start-ups, technological advancements, and COVID 19 outbreak.

Increased consumer connection via social media platforms and rising demand for the automation of contact centre operations are the key industry trends propelling the market's growth.

The major regions in the industry are North America, Latin America, the Middle East and Africa, Europe, and the Asia Pacific.

The various solutions in the market are omnichannel routing, real-time reporting and analytics, social media analytics, visual network analytics, voice biometrics, and workforce engagement, among others.

The different services provided by the market are integration and deployment, support and maintenance, training and consulting, and managed services.

By deployment, the market is divided into on-premises and hosted.

The market is segmented into small and medium enterprises and large enterprises based on organisation size.

The end-uses of the market include banking, financial services, insurance (BFSI), IT and telecom, media and entertainment, retail and consumer, and healthcare, among others.

The major players in the industry are RingCentral, Inc., NICE Ltd., 8x8 Inc., Genesys Cloud Services, Inc., Five9, Inc., Enghouse System Limited., and VOCALCOM SAS, among others.

Analyst Review

The global contact centre transformation market reached USD 24.7 billion in 2021, driven by increased consumer connection via social media platforms. Aided by the growing number of contact centres and rising demand for the automation of contact centre operations, the market is expected to witness further growth in the forecast period of 2023-2028, growing at a CAGR of 16.10%. The market is projected to reach USD 60.49 billion by 2027.

EMR’s meticulous research methodology delves deep into the market, covering the macro and micro aspects of the industry. The various solutions in the market are omnichannel routing, real-time reporting and analytics, social media analytics, visual network analytics, voice biometrics, and workforce engagement, among others. The different services provided by the market are integration and deployment, support and maintenance, training and consulting, and managed services. By deployment, the market is divided into on-premises and hosted. The market is segmented into small and medium enterprises and large enterprises based on organisation size. The end-uses of the market include banking, financial services, and insurance (BFSI), IT and telecom, media and entertainment, retail and consumer, and healthcare, among others. The major regional markets for contact centre transformation are North America, Europe, the Asia Pacific, Latin America, the Middle East and Africa. The key players in the above market are RingCentral, Inc., NICE Ltd., 8x8 Inc., Genesys Cloud Services, Inc., Five9, Inc., Enghouse System Limited., and VOCALCOM SAS, among others.

EMR’s research methodology uses a combination of cutting-edge analytical tools and the expertise of their highly accomplished team, thus, providing their customers with market insights that are accurate, actionable, and help them remain ahead of their competition.

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