Contact Center Software Market

Avaya (US) and 8x8 (US) are Leading players in Contact Center Software Market

Many companies have adopted contact center solutions across the globe to meet the growing need for addressing dynamic customer requirements. The increasing adoption of contact center solutions empowers organizations to communicate and collaborate effectively through multiple channels, including voice, video, web, and social media. MarketsandMarkets expects the global contact center software market to grow from USD 17.65 Billion in 2018 to USD 35.32 Billion by 2023, at a Compound Annual Growth Rate (CAGR) of 14.9% during the forecast period.

Major vendors of the contact center software market include 3CLogic (US), 8x8 (US), Alcatel-Lucent Enterprise (France), Ameyo (Drishti-Soft; India), Aspect Software (US), Avaya (US), BT (England), Cisco (US), Enghouse Interactive (US), Fenero (US), Five9 (US), Genesys (US), Huawei (China), IBM (US), Mitel (Canada), NEC (Japan), NICE (Israel), Oracle (US), RingCentral (US), SAP (Germany), Solgari (Ireland), Unify (Germany), Verizon (US), Vocalcom (France), West Corporation (US), Zendesk (US), and ZTE (China).These players have adopted various growth strategies, such as partnerships, collaborations, agreements, mergers and acquisitions, and new product developments, to further grow in the contact center software market.

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Avaya (US), with a significant presence in the market, has aspired to become the leading provider of contact center solutions by increasing investments in its R&D capabilities. In February 2017, Avaya partnered with Spoken Communication to launch the cloud contact center solution and address the needs of BPOs. In December 2016, Avaya launched a new cloud contact center solution for SMEs. The new solution enables employees to receive and send faxes as electronic messages.

8x8 (US) is another top player in the contact center software market. The company’s VCC is an integrated cloud-based call center solution that works with any broadband internet connection and provides enterprise-class contact center functionality, combined with virtual office calling features. In March 2018, 8x8 launched X series platform to combine robust call, collaboration, conferencing, and contact center solutions to help businesses enhance customer experience.

Related Reports:

Contact Center Software Market by Solution (Intelligent Virtual Assistants, Customer Collaboration, Dialers, IVR, Workforce Optimization, Reporting & Analytics), Service, Deployment Type, Organization Size, Vertical, and Region - Global Forecast to 2023

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Report Code
TC 5534
Published ON
Jul, 2018
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