Seattle, WA -- (SBWIRE) -- 11/05/2019 -- Rapid technological advancements resulted in introduction of the Business Process Automation (BPA), thereby, reducing the workload of customer care representatives. The availability of Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) Software has resulted in an increase in productivity of customer-centric organisations.

Increased adoption of cloud-based contact centre services has empowered organisations in reinforcing the security of customers' confidential information through web security and centralised database. Additionally, cloud-based contact centre services provide multiple customer point of contact, which allow access to the necessary data from anywhere and at any time across the globe.

Major Players operating in the contact center software market include Five9, inContact, Desk.com, Nextiva, RingCentral, ChaseData, PhoneBurner, CallTools, Pimsware, Freshworks, Salesforce

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With the competition intensifying over the years, it has become crucial for organisations to maintain stable and consistent relationships with their customers and ensure customer loyalty. Various companies are extensively adopting contact centre software to improve customer satisfaction levels and their experience over the inquiry call.

Further key findings from the report suggest:
The Interactive Voice Response (IVR) Software segment is expected to hold the largest market share by 2025, owing to features such as reduced amount of call drops and better customer satisfaction levels

Technical advancements in communication and collaboration application result in an increased demand for training and consulting services, as professionals and customers are required to be trained to understand and get knowledge about new applications.

The hosted deployment segment is expected to witness increased demand over the forecast period on account of benefits such as ease of deployment, accessibility from anywhere anytime, and simplicity in integration with other systems.

Numerous large enterprises have adopted contact centre solutions to efficiently manage the vast database of customers; thereby driving the demand for contact centre solutions in large enterprises over the forecast period

Demand for contact centre software and services in the retail segment is driven by the rising need among organisations to ensure satisfaction of customers and overcome challenges involved in customer retention processes

Asia Pacific is projected to witness considerable growth, owing to the rapid digitisation and industrialisation initiatives undertaken by the government in this region. The report provides detailed information regarding the major factors influencing the growth of the market (drivers, restraints, opportunities, and industry-specific challenges). The report attempts to forecast the market size with respect to 5 main regions, namely, North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America.

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This report also tracks and analyses the competitive developments, such as partnerships, mergers and acquisitions, new product developments, and research and development (R&D) activities in the global market.

The research methodology used to estimate and forecast the contact center software market begins with the collection and analysis of data on the key vendor product offerings and business strategies from secondary sources, such as Information Technology (IT) service providers, technology providers, press releases, investor presentations of companies; and white papers, technology journals, certified publications, and articles from recognised authors, directories, and databases.

Moreover, the vendor offerings have been taken into consideration to determine the market segmentation. The bottom-up procedures were employed to arrive at the total market size of the market from the revenue of the key market solution and services providers. Post-arrival at the overall market size, the total market was split into several segments and sub-segments, which were then verified through primary research by conducting extensive interviews with the Key People, such as Chief Executive Officers (CEOs), Vice Presidents (VPs), directors, and executives

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Table of Contents
1 Industry Overview of Call Center Software
2 Global Call Center Software Competition Analysis by Players
3 Company (Top Players) Profiles
3.1 Five9
3.1.1 Company Profile
3.1.2 Main Business/Business Overview
3.1.3 Products, Services and Solutions
3.1.4 Call Center Software Revenue (Value) (2012-2017)
3.1.5 Recent Developments
4 Global Call Center Software Market Size by Type and Application (2012-2017)
5 United States Call Center Software Development Status and Outlook
6 EU Call Center Software Development Status and Outlook
7 Japan Call Center Software Development Status and Outlook
8 China Call Center Software Development Status and Outlook
9 India Call Center Software Development Status and Outlook
10 Southeast Asia Call Center Software Development Status and Outlook
Continue . . .

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