$5.99 Billion Growth Expected in Contact Center Market | 7.57% YoY growth achieved in 2020

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The global contact center market is fragmented. It includes a significant number of international and regional suppliers. The increasing competition in the market pushes the suppliers to differentiate themselves according to the qualities of service and innovations.

The increasing adoption of cloud-based contact centers has been instrumental in driving the growth of the market. However, the inability to obtain an ASA could hamper the growth of the market. Competitors should focus on differentiating their product offerings with unique value propositions to strengthen their market presence. Market sellers also need to take advantage of existing growth prospects in fast-growing segments, while maintaining their positions in slow-growing segments. 8×8 Inc., ALE International, Aspect Software Inc., Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp. and NEC Corp. the main market players.

For more information on the vendor landscape, See our sample report.

Contact Center Market 2021-2025: Segmentation

The global contact center market is segmented as follows:

  • Type
    • voice based
    • Text-based
    • Based on social media

The voice segment accounted for the largest market share in 2021. The use of voice interaction is expected to maintain its dominance over the forecast period. However, the growth momentum of the segment is expected to slow down over the forecast period, owing to the use of IVR technology, live chat and social media based interaction.

  • Geography
    • APAC
    • North America
    • Europe
    • South America

Around 50% of the market growth will come from APAC during the forecast period. Excellent service delivery, multilingual proficiency, solid infrastructure and competitive pricing are some of the factors that ensure that APAC remains the leading contact center market for global enterprises. Another reason for the growth of the contact center market in APAC is the increasing adoption of cloud-based deployment model among contact centers in the region.

Technavio presents a detailed picture of the market through the study, synthesis and summation of data from several sources. The Contact Center Market report covers the following areas:

Contact Center Market 2021-2025: Key Highlights

  • Market CAGR over the forecast period 2021-2025
  • Detailed information on the factors that will contribute to the growth of the contact center market over the next five years
  • Estimation of the size of the contact center market and its contribution to the parent market
  • Predictions on upcoming trends and changes in consumer behavior
  • The growth of the contact center market
  • Market Competitive Landscape Analysis and Detailed Vendor Information
  • Comprehensive details of the factors that will challenge the growth of the Contact Center Market vendors

Related reports:

Contact Center Market Scope

Report cover

Details

Page number

120

Year of reference

2020

Forecast period

2021-2025

Growth momentum and CAGR

Accelerate at a CAGR of 8.58%

Market Growth 2021-2025

$5.99 billion

Market structure

Fragmented

Annual growth (%)

7.57

Regional analysis

APAC, North America, Europe and South America

Successful market contribution

APAC 50%

Main consumer countries

China, USA, India and Germany

Competitive landscape

Leading companies, competitive strategies, scope of consumer engagement

Profiled companies

8×8 Inc., ALE International, Aspect Software Inc., Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp. and NEC Corp.

Market dynamics

Parent Market Analysis, Market Growth Drivers and Barriers, Fast and Slow Growing Segment Analysis, COVID 19 Impact and Future Consumer Dynamics, Market Condition Analysis for the Forecast Period.

Personalization area

If our report does not include the data you are looking for, you can contact our analysts and customize the segments.

Contents:

1. Summary

2 Market landscape

  • 2.1 Market ecosystem
    • Exhibit 01: Parent market
    • Exhibit 02: Market characteristics
  • 2.2 Value chain analysis
    • Exhibit 03: Value chain analysis: IT consulting and other services

3 Market sizing

  • 3.1 Market Definition
    • Exhibit 04: Supplier offers included in the market definition
  • 3.2 Market Segment Analysis
    • Exhibit 05: Market segments
  • 3.4 Market Outlook: Forecast 2020 – 2025
    • Exhibit 06: Global – Market size and forecast 2020 – 2025 (USD billion)
    • Figure 07: Global Market: Year-on-Year Growth 2020 – 2025 (%)

4 Five forces analysis

  • 4.1 Summary of the five forces
    • Exhibit 08: Five forces analysis 2020 and 2025
  • 4.2 Bargaining power of buyers
    • Exhibit 09: Bargaining power of buyers
  • 4.3 Bargaining Power of Suppliers
    • Exhibit 10: Bargaining power of suppliers
  • 4.4 Threat of new entrants
    • Exhibit 11: Threat of new entrants
  • 4.5 Threat of Substitutes
    • Piece 12: Threat of substitutes
  • 4.6 Threat of rivalry
    • Piece 13: Threat of rivalry
  • 4.7 Market Status
    • Exhibit 14: State of the market – Five forces 2020

5 Market Segmentation by Type

  • 5.1 Market Segments
    • Exhibit 15: Type – Market share 2020-2025 (%)
  • 5.2 Comparison by type
    • Exhibit 16: Comparison by type
  • 5.3 Voice-Based – Market Size and Forecast 2020-2025
    • Exhibit 17: Voice-based – Market size and forecast 2020-2025 (USD billion)
    • Exhibit 18: Voice-based – Year-over-year growth 2020-2025 (%)
  • 5.4 Text Based – Market Size and Forecast 2020-2025
    • Exhibit 19: Text-based – Market size and forecast 2020-2025 (USD billion)
    • Exhibit 20: Text-based – Year-over-year growth 2020-2025 (%)
  • 5.5 Social Media Based Market Size and Forecast 2020-2025
    • Exhibit 21: Social media-based – Market size and forecast 2020-2025 (USD billion)
    • Figure 22: Social Media Based – Year-over-Year Growth 2020-2025 (%)
  • 5.6 Market Opportunity by Type
    • Exhibit 23: Market opportunity by type

6 Market Segmentation by Deployment

7 Customer Landscape

8 Geographic landscape

  • 8.1 Geographic segmentation
  • 8.2 Geographic comparison
  • 8.3 North America – Market size and forecast 2020-2025
  • 8.4 Europe – Market size and forecast 2020-2025
  • 8.5 APAC – Market Size and Forecast 2020-2025
  • 8.6 South America – Market size and forecast 2020-2025
  • 8.7 MEA – Market Size and Forecast 2020-2025
  • 8.8 Major Leading Countries
  • 8.9 Market Opportunity by Geography

9 drivers, challenges and trends

10 Supplier Landscape

  • 10.2 Landscape disturbance
  • 10.3 Competitive Scenario

11 Vendor Analysis

  • 11.2 Market Positioning of Suppliers
  • 11.5 Aspect Software Inc.
  • 11.6 Avaya Holdings Corp.
  • 11.8 Enghouse Systems Ltd.
  • 11.10 Genesys Telecommunications Laboratories Inc.
  • 11.11 Mitel Networks Corp.

12 Appendix

  • 12.2 Currency conversion rates for the US dollar
  • 12.3 Research methodology
  • 12.4 List of abbreviations

About Us
Technavio is a global leader in technology research and consulting. Their research and analysis focuses on emerging market trends and provides actionable insights to help companies identify market opportunities and develop effective strategies to optimize their market positions. With over 500 specialist analysts, Technavio’s reporting library consists of over 17,000 reports and counts, spanning 800 technologies, spanning 50 countries. Their customer base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing customer base relies on Technavio’s comprehensive coverage, in-depth research, and actionable market intelligence to identify opportunities in existing markets and potentials and assess their competitive positions in changing market scenarios.

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