global call center software market is poised to exhibit remarkable growth through 2022. Evolution of technology and change in the way enterprises deal with customers have rendered intelligent communication as the need of the hour. Organizations are striving to offer seamless customer experience in order to stay ahead. Soaring need to automate in-bound and out-bound operations is translating into greater deployment of call center software.
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Growing emphasis on delivering improved customer experience through multiple channels can provide a fillip to the market. The software provides clients with increased upselling and cross-selling opportunities through several channels, including web, video, voice, and social media. For instance, in October 2017, Emory Healthcare implemented Kyruus’ ProviderMatch software in its call center and consumer website to provide consistent patient services across the enterprise. It will help patients in scheduling appointments online.
Growing popularity of cloud-based call center software, along with the growing trend of virtualization, can help the market in gaining remarkable momentum in future. Faster scalability, deployment, and flexibility of cloud-based software is augmenting their demand, which in turn is reflecting positively on overall adoption.
On the other hand, dearth of skilled personnel, especially in developing countries, can act as a major roadblock in the growth of the market. Moreover, challenges faced in integrating novel solutions with legacy systems along with managing security can limit the market from realizing its utmost potential. Nevertheless, increasing number of call centers in developing countries can render these regions highly opportunistic for key players.
The global call center software market can be divided on the basis of deployment, organization size, application, and region. Based on deployment, the market can be bifurcated into on-premise and cloud. In terms of size of organization, the market can be classified into small and medium-sized enterprises and large enterprises. By vertical, the market can be fragmented into retail and consumer goods, IT and telecom, travel and hospitality, media and entertainment, government, healthcare, and banking, financial services, and insurance (BFSI).
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From a geographical standpoint, the call center software market has been segmented into Europe, China, Japan, India, United States, and Southeast Asia. U.S. is anticipated to account for a substantial share in the global arena through 2022. Increasing implementation of mobile, analytics, cloud, and social media among organizations across various industrial verticals can fuel the uptake of call center software in the region. High focus of enterprises on innovation and advanced technology adoption is boosting the deployment of the software in U.S. Besides this, presence of a wide base of skilled workforce can also work in favor of the region.
India, China, and other emerging economies in Asia are likely to have a call center software market with a high growth rate. Flourishing growth of the e-commerce and insurance sectors can be one of the primary growth stimulators for these regions. Moreover, growing popularity of cloud-based solutions and emergence of technologies such as Internet of Things (IoT) and big data are stirring up the demand for call center software here. Presence of a wide customer base is also expected to positively impact the market in these countries.
Some of the key players in the call center software market are Calabrio, Inc.; PanTerra Networks; Innitel Telecom; Snapforce Technologies; and Primo Dialler.
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