Global Contact Center Market 2024-2028

Contact Center Market 2024-2028


The contact center market is forecasted to grow by USD 208.2 bn during 2023-2028, accelerating at a CAGR of 10.7% during the forecast period. The report on the contact center market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current market scenario, the latest trends and drivers, and the overall market environment. The market is driven by rising adoption of cloud-based contact centers, necessity to improve crm for effective revenue generation, and integration of interactive voice response (IVR) into contact centers.

Technavio's contact center market is segmented as below:
  • By Type
  • Voice-based
  • Text-based
  • Social media-based
  • By Deployment
  • On-premises
  • Cloud-based
  • By Geographical Landscape
  • North America
  • APAC
  • Europe
  • South America
  • Middle East and Africa
This study identifies the integration of chatbots for better turnaround times as one of the prime reasons driving the contact center market growth during the next few years. Also, use of analytics for enhancing customer experience and incorporation of ai for providing customized solutions will lead to sizable demand in the market.

The report on the contact center market covers the following areas:
  • Contact Center Market sizing
  • Contact Center Market forecast
  • Contact Center Market industry analysis
The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading contact center market vendors that include 8x8 Inc., ALE International, Alphabet Inc., Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Atos SE, Avaya LLC, Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., NEC Corp., NICE Ltd., SAP SE, Vocalcom Group, Vonage Holdings Corp., Zendesk Inc., and ZTE Corp.. Also, the contact center market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to an analysis of the key vendors.
The publisher presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive primary and secondary research. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast accurate market growth.


  • Executive Summary
    • Market overview
      • Table Executive Summary - Data Table on Market Overview
      • Table Executive Summary - Data Table on Incremental Growth
  • Market Landscape
    • Market ecosystem
      • Table Data Table on - Parent Market
    • Market characteristics
    • Value chain analysis
  • Market Sizing
    • Market definition
    • Market segment analysis
    • Market size 2023
    • Market outlook: Forecast for 2023-2028
      • Table Data Table on Global - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on Global Market: Year-over-year growth 2023-2028 (%)
  • Historic Market Size
    • Global Contact Center Market 2018 - 2022
      • Table Historic Market Size - Data Table on Global Contact Center Market 2018 - 2022 ($ billion)
    • Type segment analysis 2018 - 2022
    • Deployment segment analysis 2018 - 2022
    • Geography segment analysis 2018 - 2022
    • Country segment analysis 2018 - 2022
  • Five Forces Analysis
    • Five forces summary
    • Bargaining power of buyers
    • Bargaining power of suppliers
    • Threat of new entrants
    • Threat of substitutes
    • Threat of rivalry
    • Market condition
  • Market Segmentation by Type
    • Market segments
      • Table Data Table on Type - Market share 2023-2028 (%)
    • Comparison by Type
      • Table Data Table on Comparison by Type
    • Voice-based - Market size and forecast 2023-2028
      • Table Data Table on Voice-based - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on Voice-based - Year-over-year growth 2023-2028 (%)
    • Text-based - Market size and forecast 2023-2028
      • Table Data Table on Text-based - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on Text-based - Year-over-year growth 2023-2028 (%)
    • Social media-based - Market size and forecast 2023-2028
      • Table Data Table on Social media-based - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on Social media-based - Year-over-year growth 2023-2028 (%)
    • Market opportunity by Type
      • Table Data Table on Market opportunity by Type ($ billion)
  • Market Segmentation by Deployment
    • Market segments
      • Table Data Table on Deployment - Market share 2023-2028 (%)
    • Comparison by Deployment
      • Table Data Table on Comparison by Deployment
    • On-premises - Market size and forecast 2023-2028
      • Table Data Table on On-premises - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on On-premises - Year-over-year growth 2023-2028 (%)
    • Cloud-based - Market size and forecast 2023-2028
      • Table Data Table on Cloud-based - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on Cloud-based - Year-over-year growth 2023-2028 (%)
    • Market opportunity by Deployment
      • Table Data Table on Market opportunity by Deployment ($ billion)
  • Customer Landscape
    • Customer landscape overview
  • Geographic Landscape
    • Geographic segmentation
      • Table Data Table on Market share by geography 2023-2028 (%)
    • Geographic comparison
      • Table Data Table on Geographic comparison
    • North America - Market size and forecast 2023-2028
      • Table Data Table on North America - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on North America - Year-over-year growth 2023-2028 (%)
    • APAC - Market size and forecast 2023-2028
      • Table Data Table on APAC - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on APAC - Year-over-year growth 2023-2028 (%)
    • Europe - Market size and forecast 2023-2028
      • Table Data Table on Europe - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on Europe - Year-over-year growth 2023-2028 (%)
    • South America - Market size and forecast 2023-2028
      • Table Data Table on South America - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on South America - Year-over-year growth 2023-2028 (%)
    • Middle East and Africa - Market size and forecast 2023-2028
      • Table Data Table on Middle East and Africa - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on Middle East and Africa - Year-over-year growth 2023-2028 (%)
    • US - Market size and forecast 2023-2028
      • Table Data Table on US - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on US - Year-over-year growth 2023-2028 (%)
    • UK - Market size and forecast 2023-2028
      • Table Data Table on UK - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on UK - Year-over-year growth 2023-2028 (%)
    • Australia - Market size and forecast 2023-2028
      • Table Data Table on Australia - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on Australia - Year-over-year growth 2023-2028 (%)
    • Germany - Market size and forecast 2023-2028
      • Table Data Table on Germany - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on Germany - Year-over-year growth 2023-2028 (%)
    • India - Market size and forecast 2023-2028
      • Table Data Table on India - Market size and forecast 2023-2028 ($ billion)
      • Table Data Table on India - Year-over-year growth 2023-2028 (%)
    • Market opportunity by geography
      • Table Data Tables on Market opportunity by geography ($ billion)
  • Drivers, Challenges, and Opportunity/Restraints
    • Market drivers
      • Rising adoption of cloud-based contact centers
      • Necessity to improve CRM for effective revenue generation
      • Integration of interactive voice response (IVR) into contact centers
    • Market challenges
      • Inability to achieve an ASA
      • Low employee engagement
      • Need to adhere to regulatory requirements
    • Impact of drivers and challenges
    • Market opportunities/restraints
      • Integration of chatbots for better turnaround times
      • Use of analytics for enhancing customer experience
      • Incorporation of AI for providing customized solutions
  • Competitive Landscape
    • Overview
    • Competitive Landscape
    • Landscape disruption
    • Industry risks
  • Competitive Analysis
    • Companies profiled
    • Market positioning of companies
    • 8x8 Inc.
    • ALE International
    • Alphabet Inc.
    • Alvaria Inc.
    • Amazon.com Inc.
    • Ameyo Pvt Ltd.
    • Atos SE
    • Avaya LLC
    • Cisco Systems Inc.
    • Enghouse Systems Ltd.
    • Five9 Inc.
    • Genesys Telecommunications Laboratories Inc.
    • Mitel Networks Corp.
    • NEC Corp.
    • NICE Ltd.
  • Appendix
    • Scope of the report
      • Market definition
      • Objectives
      • Notes and caveats
    • Inclusions and exclusions checklist
    • Currency conversion rates for US$
    • Research methodology
    • Data procurement
    • Data validation
    • Validation techniques employed for market sizing
    • Data synthesis
    • 360 degree market analysis
    • List of abbreviations

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