HOME Research Insight New Product Launches, Partnerships, and Acquisitions to Achieve Growth in the Contact Center Software Market.



New Product Launches, Partnerships, and Acquisitions to Achieve Growth in the Contact Center Software Market.


Contact center software enables organizations to automate inbound and outbound operations of a call center and improve overall productivity. It helps organizations to deliver enhanced customer experience through multiple channels including voice, video, web, and social media. Contact center software can be provided to businesses as a standalone or packaged solution. MarketsandMarkets forecasts the contact center software market size to grow from 15.29 USD Billion in 2017 to 29.13 USD Billion by 2022, at a CAGR of 13.8%. The market will be driven by the increasing adoption of digital solutions among businesses for providing seamless experience to customer and for digital marketing of products and services to clients through multiple channels including web, mobile, and social media.

Contact center software are also being increasingly adopted in various verticals, such as retail and consumer goods, travel and hospitality, and healthcare. The increasing adoption rate has driven the growth of the market across the globe. The key players in the contact center software market include Genesys Telecommunications Laboratories, Inc. ("Genesys") (US), Cisco Systems (US), Mitel Networks Corporation (Canada), and Unify Inc. These players have adopted the key strategies of new product launches, partnerships, and acquisitions to achieve growth in the contact center software market.

The contact center software market has witnessed a number of new product launches by top players during 2014–2017. Genesys provides a comprehensive set of contact center solutions and services. The company has also focused on inorganic growth strategy of acquisitions as well as partnerships to enhance its product portfolio and expand its presence globally. Genesys acquired various companies including Silver Lining Solutions Ltd. (in February 2017), Interactive Intelligence, Inc. (December 2016), and SpeechStorm Limited (December 2015). The company has also partnered with Atom Bank plc and IBM to offer innovative products to address the rapidly evolving demands of customers.

The other leading player in the contact center software market is Unify Inc., one of the leading providers. Unify has focused on new product launches as its core strategy for business growth. In July 2017, Unify launched OpenScape Cloud to empower organizations with an effective collaboration solution. OpenScape Cloud offers enterprise-grade voice combined with collaboration tools helping enterprises to increase their productivity.

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