According to a new report Global Contact Center Transformation Market, published by KBV research, The Global Contact Center Transformation Market size is expected to reach $31.4 billion by 2026, rising at a market growth of 17.4% CAGR during the forecast period.
The segment of workforce engagement accounted for the largest market share. The segment is poised to expand its dominance over the forecast period due to the increasing need to maximize workplace productivity at both organization and employee levels. The voice biometrics segment is expected to report the highest CAGR over the forecast period. Voice biometrics solution makes use of a combination of different elements in the speech of a speaker to validate their identity.
The on-premise segment held the largest share in 2019. Businesses opt for an on-site delivery mode because all the equipment and software needed to run and manage a contact center is located in the business infrastructure or real estate. The hosted deployment segment is expected to report the highest growth over the forecast period. Enterprises are rapidly embracing cloud-based applications and technologies for accessing a wide variety of functionality and functions.
North America dominated the contact center transformation market. Businesses in the North America region have rapidly embraced and invested in new technologies such as cloud systems, big data, and analytics. Over the forecast period Asia Pacific is projected to emerge as the fastest growing regional market. Various factors are expected to drive regional market growth, such as the emergence of a large number of small and medium-sized businesses and a strong consumer base in the region.
Structural Insights: https://www.kbvresearch.com/contact-center-transformation-market/
The market research report has exhaustive quantitative insights providing a clear picture of the market potential in various segments across the globe with country wise analysis in each discussed region. The key impacting factors of the market have been discussed in the report with the elaborated company profiles of AT&T, Inc., Cisco Systems, Inc., Microsoft Corporation (Metaswitch Networks), RingCentral, Inc., SAP SE, Five9, Inc., AGC Networks Ltd., Talkdesk, Inc., Genesys Telecommunications Laboratories, Inc., and Aculab PLC.
Global Contact Center Transformation Market Segmentation
By Component
- Software
- Workforce Engagement
- Real Time Repotting & Analytics
- Social Media Analytics
- Visual Network Analytics & Omnichannel Routing
- Voice Biometrics
- Others
- Services
By Deployment Type
- On-premise
- Cloud
By Organization Size
- Large Enterprises
- Small & Medium Enterprises
By End-User
- BFSI
- Retail & Consumer Goods
- Government & Defense
- Travel & Hospitality
- Healthcare & Life Sciences
- Telecom & IT
- Others
By Geography
North America
- US
- Canada
- Mexico
- Rest of North America
Europe
- Germany
- UK
- France
- Russia
- Spain
- Italy
- Rest of Europe
Asia Pacific
- China
- Japan
- India
- South Korea
- Singapore
- Malaysia
- Rest of Asia Pacific
LAMEA
- Brazil
- Argentina
- UAE
- Saudi Arabia
- South Africa
- Nigeria
- Rest of LAMEA
Companies Profiled
- AT&T, Inc.
- Cisco Systems, Inc.
- Microsoft Corporation (Metaswitch Networks)
- RingCentral, Inc.
- SAP SE
- Five9, Inc.
- AGC Networks Ltd.
- Talkdesk, Inc.
- Genesys Telecommunications Laboratories, Inc.
- Aculab PLC
