The global call center software market is poised to
exhibit remarkable growth through 2022. Evolution of technology and change in
the way enterprises deal with customers have rendered intelligent communication
as the need of the hour. Organizations are striving to offer seamless customer
experience in order to stay ahead. Soaring need to automate in-bound and
out-bound operations is translating into greater deployment of call center
software.
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Growing emphasis on delivering improved customer
experience through multiple channels can provide a fillip to the market. The
software provides clients with increased upselling and cross-selling
opportunities through several channels, including web, video, voice, and social
media. For instance, in October 2017, Emory Healthcare implemented Kyruus’
ProviderMatch software in its call center and consumer website to provide
consistent patient services across the enterprise. It will help patients in
scheduling appointments online.
Growing popularity of cloud-based call center
software, along with the growing trend of virtualization, can help the market
in gaining remarkable momentum in future. Faster scalability, deployment, and
flexibility of cloud-based software is augmenting their demand, which in turn
is reflecting positively on overall adoption.
On the other hand, dearth of skilled personnel,
especially in developing countries, can act as a major roadblock in the growth
of the market. Moreover, challenges faced in integrating novel solutions with
legacy systems along with managing security can limit the market from realizing
its utmost potential. Nevertheless, increasing number of call centers in
developing countries can render these regions highly opportunistic for key
players.
The global call center software market can be
divided on the basis of deployment, organization size, application, and region.
Based on deployment, the market can be bifurcated into on-premise and cloud. In
terms of size of organization, the market can be classified into small and
medium-sized enterprises and large enterprises. By vertical, the market can be
fragmented into retail and consumer goods, IT and telecom, travel and
hospitality, media and entertainment, government, healthcare, and banking,
financial services, and insurance (BFSI).
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From a geographical standpoint, the call center
software market has been segmented into Europe, China, Japan, India, United
States, and Southeast Asia. U.S. is anticipated to account for a substantial
share in the global arena through 2022. Increasing implementation of mobile,
analytics, cloud, and social media among organizations across various
industrial verticals can fuel the uptake of call center software in the region.
High focus of enterprises on innovation and advanced technology adoption is
boosting the deployment of the software in U.S. Besides this, presence of a
wide base of skilled workforce can also work in favor of the region.
India, China, and other emerging economies in Asia
are likely to have a callcenter software market with a high growth rate. Flourishing growth of
the e-commerce and insurance sectors can be one of the primary growth
stimulators for these regions. Moreover, growing popularity of cloud-based
solutions and emergence of technologies such as Internet of Things (IoT) and
big data are stirring up the demand for call center software here. Presence of
a wide customer base is also expected to positively impact the market in these
countries.
Some of the key players in the call center software
market are Calabrio, Inc.; PanTerra Networks; Innitel Telecom; Snapforce
Technologies; and Primo Dialler.
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