Contact center software market to reach $109.7Bn by 2028
CHICAGO, UNITED STATES — Forecasts predict the Contact Center Software Market to surge from US$41.9 billion in 2023 to US$109.7 billion by 2028, achieving a compound annual growth rate (CAGR) of 21.2%.
Research platform MarketsandMarkets cites AI incorporation, omnichannel offerings, and a rising preference for cloud-based platforms as key growth drivers.
Emphasizing customer-centric tech, the market will greatly rely on data analytics, automation, and comprehensive audio and video communication evaluation. Security and privacy will maintain high importance.
The ‘solutions’ component is projected to claim the lion’s market share. This sector is transforming the industry by streamlining processes and enabling integration with other software, such as CRM and open APIs.
The ‘Workforce Engagement Management’ segment, pivotal for augmenting agent involvement and improving customer exchanges, is expected to follow closely.
Predictions also indicate North America will continue leading in the contact center software market through 2028 due to its strong IT framework, readily available tech expertise, and strict regulations.
Regional enterprises have also swiftly adopted innovative contact center solutions during the COVID-19 pandemic to ensure business continuity and enhance the employee experience, further propelling market expansion.
