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The contact center software market is projected to grow from USD 41.9 billion in 2023 to USD 109.7 billion by 2028 at a growth rate of 21.2% during the forecast period. The growing adoption of advanced contact center technologies, enhanced customer experience, rise in omnichannel communication, and the need to handle attrition and absenteeism boost the demand for the contact center software market.

Major Contact Center Software Companies Include

• Genesys (US)
• NICE (Israel)
• Five9 (US)
• Twilio (US)
• Mitel (Canada)
• Cisco (US)
• BT (UK)

To know about the assumptions considered for the study download the pdf brochure

Genesys (US)

Genesys is one of the key vendors in the contact center software market that offers an exhaustive product portfolio and best-in-class tailored offerings to customers. Genesys Cloud provides a flexible environment for customer needs, including call center software, digital sales and service automation, workforce engagement & management, reporting & analytics, and integration & apps. Genesys offers consolidated contact centers and business communications in the all-in-one platform. The company is one of the early adopters of AI and strongly focuses on intelligent automation compared to others. In AI, Genesys provides an early adopter program with Google Contact Center capabilities such as predictive routing.

NICE (Israel)

The company is one of the leaders in the contact center software market due to its strong portfolio of solutions and services. Its contact center offerings combine omnichannel routing for voice and digital channels, IVRs, self-service, customer journey analytics, adaptive workforce optimization, and automation. Moreover, its product’s ease of use, speed of performance, and flexibility have created immense customer satisfaction among its customers. The company’s product portfolio includes solutions for all customer touchpoints and solutions that benefit back-office operations, retail branches, and self-service channels. The company’s clientele spreads across Europe, the Middle East & Africa, Asia Pacific, North America, and Latin America.

Five9 (US)

Five9 is a leading provider of cloud contact center software, helping businesses create exceptional customer experiences. Their solutions include inbound and outbound call management, omnichannel engagement, workforce optimization, and analytics. Five9's market share has been growing steadily, especially as more organizations transition to cloud-based customer service platforms. Their key offerings cater to various industries, aiming to enhance customer service efficiency and effectiveness through AI and automation (Nasdaq).

Twilio (US)

Twilio is a prominent player in the customer engagement and communications platform market, offering APIs for SMS, voice, video, and email communications. They serve over 305,000 active customer accounts and have shown significant revenue growth, particularly in their communications segment. Twilio's products, such as Twilio Segment and Twilio Flex, help businesses personalize customer interactions and streamline communication workflows. Despite some financial challenges, Twilio continues to innovate and expand its market presence (MarketScreener) (Twilio) (MarketScreener).

Mitel (Canada)

Mitel is a well-established provider of unified communications (UC) solutions, offering a range of products including cloud communications, VoIP, and collaboration tools. Mitel focuses on helping businesses improve communication and collaboration across various channels, from traditional telephony to advanced UC applications. Their solutions are designed to be flexible and scalable, catering to both small businesses and large enterprises. Mitel's market presence is particularly strong in the North American and European markets .

Cisco (US)

Cisco is a global leader in networking, IT, and cybersecurity solutions. Their product portfolio includes networking hardware, software, telecommunications equipment, and cybersecurity solutions. Cisco's key offerings in the collaboration space, such as Webex and Cisco Unified Communications, help businesses improve productivity and communication efficiency. Cisco's strong market position is supported by continuous innovation and a comprehensive range of solutions designed to meet the needs of various industries (Twilio).

BT (UK)

BT (British Telecommunications) is a major telecommunications and network services provider, offering a wide range of products and services including fixed-line services, broadband, mobile, and TV services. BT also provides IT services, including cloud computing and cybersecurity solutions. Their global reach and comprehensive service offerings make BT a key player in the telecommunications market, serving both consumer and business segments with a strong focus on innovation and customer service excellence .

Related Reports:

Contact Center Software Market by Component (Solutions (Omnichannel Routing, Reporting & Analytics), Services), Organization Size, Deployment Mode, Vertical (BFSI, Telecommunications, & Retail & Consumer Goods) and Region - Global Forecast to 2028

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