North America Contact Center Digitalization Market Size, Share & Trends Analysis Report By Offering (Solution, and Services), By Solution Type, By Services Type, By Deployment Mode, By Organization Size, By Vertical, By Country and Growth Forecast, 2024 -

North America Contact Center Digitalization Market Size, Share & Trends Analysis Report By Offering (Solution, and Services), By Solution Type, By Services Type, By Deployment Mode, By Organization Size, By Vertical, By Country and Growth Forecast, 2024 - 2031


The North America Contact Center Digitalization Market would witness market growth of 13.7% CAGR during the forecast period (2024-2031).

The US market dominated the North America Contact Center Digitalization Market by Country in 2023, and would continue to be a dominant market till 2031; thereby, achieving a market value of $16,355 million by 2031. The Canada market is registering a CAGR of 16.2% during (2024 - 2031). Additionally, The Mexico market would showcase a CAGR of 15.2% during (2024 - 2031).

The contact center digitalization market’s end-user industries span various sectors, leveraging digital contact center solutions to enhance customer engagement, streamline operations, and drive business growth. For example, banks and financial institutions leverage contact center digitalization to offer personalized banking services, assist customers with account inquiries, provide financial advice, and process transactions. Digital contact centers enable banks to enhance security, comply with regulatory requirements, and deliver seamless omnichannel banking experiences. Similarly, telecommunications companies utilize contact center digitalization to support customer inquiries, troubleshoot technical issues, and process service requests. Digital contact centers enable telecom providers to deliver reliable connectivity, improve service quality, and enhance customer satisfaction in a highly competitive market.

Likewise, e-commerce businesses rely on contact center digitalization to provide customer support, assist with order inquiries, handle product returns, and resolve customer issues. Digital contact centers enable e-commerce companies to deliver seamless shopping experiences, build customer loyalty, and drive repeat purchases. The rising prevalence of e-commerce translates into a higher demand for contact center digitalization solutions. For instance, according to the International Trade Administration (ITA), the Mexican e-commerce industry was valued at USD 26.2 billion in 2022, representing a 23 percent increase over 2021.

As the energy sector expands in Mexico, there may be a rise in customer inquiries, service requests, and support needs from consumers, businesses, and stakeholders within the industry. Its solutions enable energy companies to efficiently manage and respond to these interactions across various channels, such as phone, email, chat, and social media, improving customer satisfaction and retention. As per the International Trade Administration (ITA), the national electricity system’s electricity consumption totaled 333,662 GWh in 2022, marking a 3.4 percent annual growth. In 2022, the installed capacity increased to 87,130 MW, representing an increase of 1.3 percent compared to 2021. When including interconnected power generation plants and distributed generation, the total installed capacity reached 92,503 MW in 2022. In conclusion, the expansion of the healthcare sector and the rising energy industry in the region is driving the market’s growth.

Based on Offering, the market is segmented into Solution, and Services. Based on Solution Type, the market is segmented into Workforce Engagement, Omnichannel Communication, Customer Relationship Management (CRM) Integration, Artificial Intelligence (AI) & Natural Language Processing (NLP), Analytics & Reporting, Self-Service & Automation, and Others. Based on Services Type, the market is segmented into Integration & Deployment, Support & Maintenance, Training & Consulting, and Managed Services. Based on Deployment Mode, the market is segmented into On-premise, and Hosted. Based on Organization Size, the market is segmented into Large Enterprises, and Small & Medium Enterprises. Based on Vertical, the market is segmented into BFSI, Government, Energy & Utilities, Healthcare & Lifesciences, Travel & Hospitality, Manufacturing, Consumer Goods & Retail, Telecom & IT, and Others. Based on countries, the market is segmented into U.S., Mexico, Canada, and Rest of North America.

List of Key Companies Profiled
  • Cisco Systems, Inc.
  • Amazon Web Services, Inc. (Amazon.com, Inc.)
  • Microsoft Corporation
  • TATA Consultancy Services Ltd.
  • Oracle Corporation
  • NICE Ltd.
  • RingCentral, Inc.
  • Zoho Corporation Pvt. Ltd.
  • Twilio, Inc.
  • Genesys Cloud Services, Inc.
North America Contact Center Digitalization Market Report Segmentation

By Offering
  • Solution
  • Workforce Engagement
  • Omnichannel Communication
  • Customer Relationship Management (CRM) Integration
  • Artificial Intelligence (AI) & Natural Language Processing (NLP)
  • Analytics & Reporting
  • Self-Service & Automation
  • Others
  • Services
  • Integration & Deployment
  • Support & Maintenance
  • Training & Consulting
  • Managed Services
By Deployment Mode
  • On-premise
  • Hosted
By Organization Size
  • Large Enterprises
  • Small & Medium Enterprises
By Vertical
  • BFSI
  • Government
  • Energy & Utilities
  • Healthcare & Lifesciences
  • Travel & Hospitality
  • Manufacturing
  • Consumer Goods & Retail
  • Telecom & IT
  • Others
By Country
  • US
  • Canada
  • Mexico
  • Rest of North America


Chapter 1. Market Scope & Methodology
1.1 Market Definition
1.2 Objectives
1.3 Market Scope
1.4 Segmentation
1.4.1 North America Contact Center Digitalization Market, by Offering
1.4.2 North America Contact Center Digitalization Market, by Deployment Mode
1.4.3 North America Contact Center Digitalization Market, by Organization Size
1.4.4 North America Contact Center Digitalization Market, by Vertical
1.4.5 North America Contact Center Digitalization Market, by Country
1.5 Methodology for the research
Chapter 2. Market at a Glance
2.1 Key Highlights
Chapter 3. Market Overview
3.1 Introduction
3.1.1 Overview
3.1.1.1 Market Composition and Scenario
3.2 Key Factors Impacting the Market
3.2.1 Market Drivers
3.2.2 Market Restraints
3.2.3 Market Opportunities
3.2.4 Market Challenges
Chapter 4. Competition Analysis - Global
4.1 Market Share Analysis, 2023
4.2 Recent Strategies Deployed in Contact Center Digitalization Market
4.3 Porter’s Five Forces Analysis
Chapter 5. North America Contact Center Digitalization Market by Offering
5.1 North America Solution Market by Region
5.2 North America Contact Center Digitalization Market by Solution Type
5.2.1 North America Workforce Engagement Market by Country
5.2.2 North America Omnichannel Communication Market by Country
5.2.3 North America Customer Relationship Management (CRM) Integration Market by Country
5.2.4 North America Artificial Intelligence (AI) & Natural Language Processing (NLP) Market by Country
5.2.5 North America Analytics & Reporting Market by Country
5.2.6 North America Self-Service & Automation Market by Country
5.2.7 North America Others Market by Country
5.3 North America Services Market by Region
5.4 North America Contact Center Digitalization Market by Services Type
5.4.1 North America Integration & Deployment Market by Country
5.4.2 North America Support & Maintenance Market by Country
5.4.3 North America Training & Consulting Market by Country
5.4.4 North America Managed Services Market by Country
Chapter 6. North America Contact Center Digitalization Market by Deployment Mode
6.1 North America On-premise Market by Country
6.2 North America Hosted Market by Country
Chapter 7. North America Contact Center Digitalization Market by Organization Size
7.1 North America Large Enterprises Market by Country
7.2 North America Small & Medium Enterprises Market by Country
Chapter 8. North America Contact Center Digitalization Market by Vertical
8.1 North America BFSI Market by Country
8.2 North America Government Market by Country
8.3 North America Energy & Utilities Market by Country
8.4 North America Healthcare & Lifesciences Market by Country
8.5 North America Travel & Hospitality Market by Country
8.6 North America Manufacturing Market by Country
8.7 North America Consumer Goods & Retail Market by Country
8.8 North America Telecom & IT Market by Country
8.9 North America Others Market by Country
Chapter 9. North America Contact Center Digitalization Market by Country
9.1 US Contact Center Digitalization Market
9.1.1 US Contact Center Digitalization Market by Offering
9.1.1.1 US Contact Center Digitalization Market by Solution Type
9.1.1.2 US Contact Center Digitalization Market by Services Type
9.1.2 US Contact Center Digitalization Market by Deployment Mode
9.1.3 US Contact Center Digitalization Market by Organization Size
9.1.4 US Contact Center Digitalization Market by Vertical
9.2 Canada Contact Center Digitalization Market
9.2.1 Canada Contact Center Digitalization Market by Offering
9.2.1.1 Canada Contact Center Digitalization Market by Solution Type
9.2.1.2 Canada Contact Center Digitalization Market by Services Type
9.2.2 Canada Contact Center Digitalization Market by Deployment Mode
9.2.3 Canada Contact Center Digitalization Market by Organization Size
9.2.4 Canada Contact Center Digitalization Market by Vertical
9.3 Mexico Contact Center Digitalization Market
9.3.1 Mexico Contact Center Digitalization Market by Offering
9.3.1.1 Mexico Contact Center Digitalization Market by Solution Type
9.3.1.2 Mexico Contact Center Digitalization Market by Services Type
9.3.2 Mexico Contact Center Digitalization Market by Deployment Mode
9.3.3 Mexico Contact Center Digitalization Market by Organization Size
9.3.4 Mexico Contact Center Digitalization Market by Vertical
9.4 Rest of North America Contact Center Digitalization Market
9.4.1 Rest of North America Contact Center Digitalization Market by Offering
9.4.1.1 Rest of North America Contact Center Digitalization Market by Solution Type
9.4.1.2 Rest of North America Contact Center Digitalization Market by Services Type
9.4.2 Rest of North America Contact Center Digitalization Market by Deployment Mode
9.4.3 Rest of North America Contact Center Digitalization Market by Organization Size
9.4.4 Rest of North America Contact Center Digitalization Market by Vertical
Chapter 10. Company Profiles
10.1 Cisco Systems, Inc.
10.1.1 Company Overview
10.1.2 Financial Analysis
10.1.3 Regional Analysis
10.1.4 Research & Development Expense
10.1.5 Recent strategies and developments:
10.1.5.1 Partnerships, Collaborations, and Agreements:
10.1.5.2 Acquisition and Mergers:
10.1.6 SWOT Analysis
10.2 Amazon Web Services, Inc. (Amazon.com, Inc.)
10.2.1 Company Overview
10.2.2 Financial Analysis
10.2.3 Segmental Analysis
10.2.4 SWOT Analysis
10.3 Microsoft Corporation
10.3.1 Company Overview
10.3.2 Financial Analysis
10.3.3 Segmental and Regional Analysis
10.3.4 Research & Development Expenses
10.3.5 Recent strategies and developments:
10.3.5.1 Partnerships, Collaborations, and Agreements:
10.3.5.2 Product Launches and Product Expansions:
10.3.6 SWOT Analysis
10.4 Tata Consultancy Services Ltd.
10.4.1 Company Overview
10.4.2 Financial Analysis
10.4.3 Segmental and Regional Analysis
10.4.4 Research & Development Expenses
10.4.5 Recent strategies and developments:
10.4.5.1 Partnerships, Collaborations, and Agreements:
10.4.6 SWOT Analysis
10.5 Oracle Corporation
10.5.1 Company Overview
10.5.2 Financial Analysis
10.5.3 Segmental and Regional Analysis
10.5.4 Research & Development Expense
10.5.5 SWOT Analysis
10.6 NICE Ltd.
10.6.1 Company Overview
10.6.2 Financial Analysis
10.6.3 Segmental and Regional Analysis
10.6.4 Research & Development Expenses
10.6.5 SWOT Analysis
10.7 RingCentral, Inc.
10.7.1 Company Overview
10.7.2 Financial Analysis
10.7.3 Regional Analysis
10.7.4 Research & Development Expenses
10.7.5 Recent strategies and developments:
10.7.5.1 Product Launches and Product Expansions:
10.7.6 SWOT Analysis
10.8 Zoho Corporation Pvt. Ltd.
10.8.1 Company Overview
10.8.2 Recent strategies and developments:
10.8.2.1 Product Launches and Product Expansions:
10.8.3 SWOT Analysis
10.9 Twilio, Inc.
10.9.1 Company Overview
10.9.2 Financial Analysis
10.9.3 Segment & Regional Analysis
10.9.4 Research & Development Expense
10.9.5 Recent strategies and developments:
10.9.5.1 Partnerships, Collaborations, and Agreements:
10.9.5.2 Product Launches and Product Expansions:
10.9.6 SWOT Analysis
10.10. Genesys Cloud Services, Inc.
10.10.1 Company Overview
10.10.2 Recent strategies and developments:
10.10.2.1 Product Launches and Product Expansions:
10.10.3 SWOT Analysis

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