The global contact center transformation marketsize is expected to reach USD 35.19 billion by 2027, according to a new report by Grand View Research, Inc., expanding at a CAGR of 14.2% over the forecast period. The contact center transformation solutions are allowing agents to efficiently up-sell and cross-sell products in addition to effectively handling a service call. Businesses are widely deploying intelligent call-routing technology as this technology is helping them in prioritizing calls based on the customer profile and agent skills.
Increasing trend of monitoring business brand on social media channels is expected to fuel the adoption of contact center transformation solutions by businesses. Also, businesses are integrating their operations to support customers over social media channels. This social media channel support offered by businesses is helping customers in their buying decisions.
There is an increasing need to drill out actionable insights from information collected by contact centers. Contact center transformation solutions are helping businesses in propelling sales by offering actionable insights for better customer experience. In addition, these solutions also help businesses in forecasting call volumes and scheduling call-handling skilled agents.
The COVID-19 pandemic is expected to fuel the development of digitally optimized contact center, thereby creating growth opportunities for the market. The contact center transformation solutions are allowing businesses turn insights into actions with real-time and historical reporting and benchmarking tools. Furthermore, these solutions leverage multiple real-time and historical reports to make informed and timely decisions.
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Contact Center Transformation Market Report Highlights
• The omnichannel routing segment is expected to witness significant growth over the forecast period, as this solution helps businesses in automating workflows and delivering fast and personalized services to their customers
• Managed services offer a wide range of services to contact centers, such as resource engagement, strategic business partnership, and end to end customer engagement. These services are helping business in enhancing their customer experience, thereby accelerating the segment growth
• Numerous end-use industries are focusing on adopting hosted or cloud-based solutions owing to various benefits it offers, such as faster deployment, improved flexibility, and better scalability
• The small and medium enterprises segment is expected to emerge as the fastest growing segment. Increasing adoption of cloud-based solutions by small & medium enterprises allow them to integrate their different business tools together to create one efficient platform. This, in turn, is significantly helping small and medium enterprises in improving efficiency and productivity
• The consumer goods and retail industry is focusing on adopting new business models to address customer needs by offering differentiated user experience. The consumer goods and retail contact centers are offering customers with various convenient ways of communication and providing personalized services, thereby fueling the segment demand.
• The growing number of small and medium enterprises coupled with the technological advancements in Asia Pacific is expected to create growth opportunities for the contact center transformation market in the region.
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Contact Center Transformation Market Segmentation
Grand View Research has segmented the global contact center transformation market on the basis of solution, service, deployment, enterprise size, end use, and region:
Contact Center Transformation Solution Outlook (Revenue, USD Million, 2016 – 2027)
• Omnichannel Routing
• Real Time Repotting & Analytics
• Social Media Analytics
• Visual Network Analytics
• Voice Biometrics
• Workforce Engagement
• Others
Contact Center Transformation Service Outlook (Revenue, USD Million, 2016 – 2027)
• Integration & Deployment
• Support & Maintenance
• Training & Consulting
• Managed Services
Contact Center Transformation Deployment Outlook (Revenue, USD Million, 2016 – 2027)
• Hosted
• On-premise
Contact Center Transformation Enterprise Size Outlook (Revenue, USD Million, 2016 – 2027)
• Large Enterprises
• Small & Medium Enterprises
Contact Center Transformation End-use Outlook (Revenue, USD Million, 2016 – 2027)
• BFSI
• Consumer Goods & Retail
• Government
• Healthcare
• IT & Telecom
• Travel & Hospitality
• Others
Contact Center Transformation Regional Outlook (Revenue, USD Million, 2016 – 2027)
• North America
• The U.S.
• Canada
• Europe
• Germany
• The U.K.
• Spain
• Asia Pacific
• China
• India
• Japan
• Latin America
• Brazil
• Middle East & Africa
List of Key Players of the Contact Center Transformation Market
• Aculab
• AGC Networks Ltd.
• AT&T Inc.
• Cisco Systems, Inc.
• Five9, Inc.
• Genesys
• Metaswitch Networks
• Mitel Networks Corp.
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Contact Center Intelligence MarketSize, Share & Trends Analysis Report By Solution, By Service, By Technology, By Deployment, By Enterprise Size, By End Use, By Region, And Segment Forecasts, 2020 – 2027.
About Grand View Research
Grand View Research is a U.S. & India-based market research and consultancy firm. It is headquartered in San Francisco. We provide business insights, syndicated research reports, and customized research reports to large as well as small and medium-scale enterprises. Our database features thousands of statistics and in-depth analyses on more than 45 industries. Grand View Research’s extensive database is used by Fortune 500 companies to understand the regional as well as the global business environment.
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