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United States Contact Centre Software Market Size, Share: By Component: Software, Services; By Software Type: Intelligent Call Routing, IVR, Workforce Management, Reporting and Analytics, Security Functions, Others; By Deployment Mode; By Enterprise Size; By Industry Vertical; Regional Analysis; Competitive Landscape; 2024-2032
United States Contact Centre Software Market Outlook
The United States contact centre software market size was approximately USD 9.76 billion in 2023. The market is assessed to grow at a CAGR of 19.9% between 2024 and 2032, reaching a value of USD 52.10 billion by 2032.
Key Takeaways
- AI and automation technologies are increasingly being incorporated into contact centre software, with features such as chatbots and virtual assistants to manage basic queries, along with AI-driven analytics for tailored customer experiences.
- Contact centre software vendors are prioritising security enhancements and compliance with regulations like GDPR and HIPAA to address increasing data privacy and security concerns. This involves implementing data encryption, secure access controls, and conducting regular security audits.
- Contact centre software is being integrated with CRM and ERP systems more frequently, allowing for a unified view of customer interactions and data across the organisation which leads to improved customer service experiences.
With the increasing popularity of contact centre software, various end use sectors in the USA are leveraging these tools to build customer loyalty and product understanding. For instance, the Citi Bank is using AI technology to detect the purpose of each customer’s call and resolve their query. It is also using AI to integrate its net and mobile banking decision engines, so that customers get well-tailored product recommendations that match their interests.
As per the United States contact centre software market analysis, the BFSI segment is expected to increasingly adopt contact centre software solutions to identity fraud and educate people on topics related to technology and finance. With the increase in the number of mergers and acquisitions happening in the finance sector, banks have to use contact centres to guide their customers through their app’s new interface, fix their log-in credentials, and inform them about the bank’s new policies. Contact centres also helps them navigate tools such as digital banking and person-to-person payment so that adoption of self-service channels increases. This directly impacts the profitability of banks, creating improved sales opportunities for them.
The southeast region accounts for a significant United States contact centre software market share due to its low operating business costs, which helps in setting competitive prices for call centre services. Florida, Georgia, and Virginia have a talented pool of candidates that can work at affordable rates, thereby enhancing company’s brand image and profitability. These states also have affordable living costs, hence they are preferred by people and organisations providing customer support services. This trend can also be seen in southwest region in states like Texas and Arizona where hundreds of call centres use contact centre software to manage customer relationships effectively and resolve customer queries and grievances.
Market Segmentation
United States Contact Centre Software Market Report and Forecast 2024-2032 offers a detailed analysis of the market based on the following segments:
Market Breakup by Component
- Software
- Services
Market Breakup by Software Type
- Intelligent Call Routing
- IVR
- Workforce Management
- Reporting and Analytics
- Security Functions
- Intelligent Virtual Assistant
- Others
Market Breakup by Deployment Mode
- On-Premises
- Cloud
Market Breakup by Enterprise Size
- Small and Medium Enterprises
- Large Enterprise
Market Breakup by Industry Vertical
- BFSI
- Healthcare
- Retail and E-commerce
- Government and Education
- IT and Telecom
- Travel and Hospitality
- Others
Market Breakup by Region
- New England
- Mideast
- Great Lakes
- Plains
- Southeast
- Southwest
- Rocky Mountain
- Far West
Competitive Landscape
The market players are increasingly adopting AI and automation in contact centre software to gain a competitive edge.
- Avaya Holdings Corporation
- ALE International
- Salesforce, Inc.
- Talkdesk, Inc.
- Genesys Cloud Services, Inc.
- Zendesk, Inc.
- 8x8, Inc.
- Five9, Inc.
- Others
Key Highlights of the Report
| REPORT FEATURES | DETAILS |
| Base Year | 2023 |
| Historical Period | 2018-2023 |
| Forecast Period | 2024-2032 |
| Scope of the Report |
Historical and Forecast Trends, Industry Drivers and Constraints, Historical and Forecast Market Analysis by Segment:
|
| Breakup by Component |
|
| Breakup by Software Type |
|
| Breakup by Deployment Mode |
|
| Breakup by Enterprise Size |
|
| Breakup by Industry Vertical |
|
| Breakup by Region |
|
| Market Dynamics |
|
| Competitive Landscape |
|
| Companies Covered |
|
*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
7 Opportunities and Challenges in the Market
8 North America Contact Centre Software Market Overview
8.1 Key Industry Highlights
8.2 North America Contact Centre Software Historical Market (2018-2023)
8.3 North America Contact Centre Software Market Forecast (2024-2032)
8.4 North America Contact Centre Software Market Share by Country
8.4.1 United States
8.4.2 Canada
9 United States Contact Centre Software Market Overview
9.1 Key Industry Highlights
9.2 United States Contact Centre Software Historical Market (2018-2023)
9.3 United States Contact Centre Software Market Forecast (2024-2032)
10 United States Contact Centre Software Market by Component
10.1 Software
10.1.1 Historical Trend (2018-2023)
10.1.2 Forecast Trend (2024-2032)
10.2 Services
10.2.1 Historical Trend (2018-2023)
10.2.2 Forecast Trend (2024-2032)
11 United States Contact Centre Software Market by Software Type
11.1 Intelligent Call Routing
11.1.1 Historical Trend (2018-2023)
11.1.2 Forecast Trend (2024-2032)
11.2 IVR
11.2.1 Historical Trend (2018-2023)
11.2.2 Forecast Trend (2024-2032)
11.3 Workforce Management
11.3.1 Historical Trend (2018-2023)
11.3.2 Forecast Trend (2024-2032)
11.4 Reporting and Analytics
11.4.1 Historical Trend (2018-2023)
11.4.2 Forecast Trend (2024-2032)
11.5 Security Functions
11.5.1 Historical Trend (2018-2023)
11.5.2 Forecast Trend (2024-2032)
11.6 Intelligent Virtual Assistant
11.6.1 Historical Trend (2018-2023)
11.6.2 Forecast Trend (2024-2032)
11.7 Others
12 United States Contact Centre Software Market by Deployment Mode
12.1 On-Premises
12.1.1 Historical Trend (2018-2023)
12.1.2 Forecast Trend (2024-2032)
12.2 Cloud
12.2.1 Historical Trend (2018-2023)
12.2.2 Forecast Trend (2024-2032)
13 United States Contact Centre Software Market by Enterprise Size
13.1 Small and Medium Enterprises
13.1.1 Historical Trend (2018-2023)
13.1.2 Forecast Trend (2024-2032)
13.2 Large Enterprise
13.2.1 Historical Trend (2018-2023)
13.2.2 Forecast Trend (2024-2032)
14 United States Contact Centre Software Market by Industry Vertical
14.1 BFSI
14.1.1 Historical Trend (2018-2023)
14.1.2 Forecast Trend (2024-2032)
14.2 Healthcare
14.2.1 Historical Trend (2018-2023)
14.2.2 Forecast Trend (2024-2032)
14.3 Retail and E-commerce
14.3.1 Historical Trend (2018-2023)
14.3.2 Forecast Trend (2024-2032)
14.4 Government and Education
14.4.1 Historical Trend (2018-2023)
14.4.2 Forecast Trend (2024-2032)
14.5 IT and Telecom
14.5.1 Historical Trend (2018-2023)
14.5.2 Forecast Trend (2024-2032)
14.6 Travel and Hospitality
14.6.1 Historical Trend (2018-2023)
14.6.2 Forecast Trend (2024-2032)
14.7 Others
15 United States Contact Centre Software Market by Region
15.1 New England
15.1.1 Historical Trend (2018-2023)
15.1.2 Forecast Trend (2024-2032)
15.2 Mideast
15.2.1 Historical Trend (2018-2023)
15.2.2 Forecast Trend (2024-2032)
15.3 Great Lakes
15.3.1 Historical Trend (2018-2023)
15.3.2 Forecast Trend (2024-2032)
15.4 Plains
15.4.1 Historical Trend (2018-2023)
15.4.2 Forecast Trend (2024-2032)
15.5 Southeast
15.5.1 Historical Trend (2018-2023)
15.5.2 Forecast Trend (2024-2032)
15.6 Southwest
15.6.1 Historical Trend (2018-2023)
15.6.2 Forecast Trend (2024-2032)
15.7 Rocky Mountain
15.7.1 Historical Trend (2018-2023)
15.7.2 Forecast Trend (2024-2032)
15.8 Far West
15.8.1 Historical Trend (2018-2023)
15.8.2 Forecast Trend (2024-2032)
16 SWOT Analysis
16.1.1 Strengths
16.1.2 Weaknesses
16.1.3 Opportunities
16.1.4 Threats
17 Competitive Landscape
17.1 Market Structure
17.2 Company Profiles
17.2.1 Avaya Holdings Corporation
17.2.1.1 Company Overview
17.2.1.2 Product Portfolio
17.2.1.3 Demographic Reach and Achievements
17.2.1.4 Certifications
17.2.2 ALE International
17.2.2.1 Company Overview
17.2.2.2 Product Portfolio
17.2.2.3 Demographic Reach and Achievements
17.2.2.4 Certifications
17.2.3 Salesforce, Inc.
17.2.3.1 Company Overview
17.2.3.2 Product Portfolio
17.2.3.3 Demographic Reach and Achievements
17.2.3.4 Certifications
17.2.4 Talkdesk, Inc.
17.2.4.1 Company Overview
17.2.4.2 Product Portfolio
17.2.4.3 Demographic Reach and Achievements
17.2.4.4 Certifications
17.2.5 Genesys Cloud Services, Inc.
17.2.5.1 Company Overview
17.2.5.2 Product Portfolio
17.2.5.3 Demographic Reach and Achievements
17.2.5.4 Certifications
17.2.6 Zendesk, Inc.
17.2.6.1 Company Overview
17.2.6.2 Product Portfolio
17.2.6.3 Demographic Reach and Achievements
17.2.6.4 Certifications
17.2.7 8x8, Inc.
17.2.7.1 Company Overview
17.2.7.2 Product Portfolio
17.2.7.3 Demographic Reach and Achievements
17.2.7.4 Certifications
17.2.8 Five9, Inc.
17.2.8.1 Company Overview
17.2.8.2 Product Portfolio
17.2.8.3 Demographic Reach and Achievements
17.2.8.4 Certifications
17.2.9 Others
18 Key Trends and Developments in the Market
List of Key Figures and Tables
1. United States Contact Centre Software Market: Key Industry Highlights, 2018 and 2032
2. United States Contact Centre Software Historical Market: Breakup by Component (USD Billion), 2018-2023
3. United States Contact Centre Software Market Forecast: Breakup by Component (USD Billion), 2024-2032
4. United States Contact Centre Software Historical Market: Breakup by Software Type (USD Billion), 2018-2023
5. United States Contact Centre Software Market Forecast: Breakup by Software Type (USD Billion), 2024-2032
6. United States Contact Centre Software Historical Market: Breakup by Deployment Mode (USD Billion), 2018-2023
7. United States Contact Centre Software Market Forecast: Breakup by Deployment Mode (USD Billion), 2024-2032
8. United States Contact Centre Software Historical Market: Breakup by Enterprise Type (USD Billion), 2018-2023
9. United States Contact Centre Software Market Forecast: Breakup by Enterprise Type (USD Billion), 2024-2032
10. United States Contact Centre Software Historical Market: Breakup by Industry Vertical (USD Billion), 2018-2023
11. United States Contact Centre Software Market Forecast: Breakup by Industry Vertical (USD Billion), 2024-2032
12. United States Contact Centre Software Historical Market: Breakup by Region (USD Billion), 2018-2023
13. United States Contact Centre Software Market Forecast: Breakup by Region (USD Billion), 2024-2032
14. United States Contact Centre Software Market Structure
Key Questions Answered in the Report
In 2023, the market reached an approximate value of USD 9.76 billion.
The market is estimated to grow at a CAGR of 19.9% between 2024 and 2032.
The market is estimated to witness a healthy growth in the forecast period of 2024-2032 to reach a value of around USD 52.10 billion by 2032.
The market is driven by the rapidly growing American economy which supports a thriving customer service sector as well as the reduction in the operating cost of call centres.
The key trends aiding the market expansion include the increasing focus of companies on consumer satisfaction and disruptions in customer support services in offshore destinations.
The major regions are New England, Mideast, Great Lakes, Plains, Southeast, Southwest, Rocky Mountain, and Far West.
There are two major components in the market, namely software and services.
The major players in the market are Avaya Holdings Corporation, ALE International, Salesforce, Inc., Talkdesk, Inc., Genesys Cloud Services, Inc., Zendesk, Inc., 8x8, Inc., and Five9, Inc., among others.
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