Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Contact center software market set to grow rapidly

Omnichannel communication will be the main driver

As per the report, in 2018, the global Contact Center Software Market was valued at US$16,750.7 million. The market is expected to progress at an astounding CAGR of 14.62% and reach US$48,010.0 million by the end of 2026. The report also states that demand for contact centres is increasing day by day. This is anticipated to be one of the major drivers for the growth of the global Contact Center Software Market.

The report classifies the global Contact Center Software Market on the bases of deployment, organization size, component size, by vertical, and by geography. In terms of deployment, the market is further grouped into on-premise and cloud. On the bases of organization size, the market is classified into small, medium, and large enterprises. By component, the market is segmented into solutions and services.

Redefined Content Value to Boost Growth Globally
Contact centres are used to manage customer service, telemarketing, accounting, debt collection, and other associated operations. They are often operated by external businesses. Recently, numerous efficient channels of communications are available for usage. This has resulted in the evolution of customer preferences and redefined content value. All these factors are projected to increase the adoption of contact centre software solutions across the globe. Furthermore, competition has also increased in the market. This has caused the organizations to retain a coherent and stable relationship with the customers and safeguard customer loyalty.

The global contact centre software is geographically divided into Latin America, Europe, the Middle East and Africa, North America, and Asia Pacific. Amongst these, North America is projected to dominate the global Contact Center Software Market during the forecast period. This will occur because there are several renowned and strong market players that exist in the US. These companies are constantly working on the application of contact centre software systems in the private and public organizations. Asia Pacific, on the other hand, is anticipated to witness notable growth due to the investments of the small and medium organizations. They are investing to increase the adoption of cloud-based and technologically advanced software solutions for contact centres. Developing countries such as, India and China, in Asia Pacific are projected to hold considerable portions of the global Contact Center Software Market during the forecast period. Advancements in technology is predicted to favor growth of these two countries.

8x8, Inc., a renowned provider of customer engagement solutions and cloud communications, headquartered in the U.S.A., announced the launch of their complete cloud contact centre solution in June 2019. The contact centre provides standalone solutions that include omnichannel, customer journey analytics, ACD, speech analytics, dialer, IVR, quality management, reporting, and surveys under a single platform. Their contact centre is the only existing product in the market that provides a bank for every agent which in turn, gives rise to saving opportunities.

Earlier, in April 2019, Genesys, a seller of call centre technology and customer experience, based in California, declared that it has integrated its three customer experience platforms, namely, PureConnect, PureCloud, and PureEngage with Google cloud contact centre AI. Genesys is one of the first companies to conduct an integration process with Google cloud contact centre AI. It will aid numerous companies to leverage this particular technology through its programs.

Key companies covered in the report include:

• Alcatel-Lucent Enterprise
• Avaya, Inc.
• Cisco Systems
• Enghouse Interactive, Inc.
• Five9, Inc.
• Genesys
• Microsoft Corporation
• NEC Corporation
• Mitel Corporation
• SAP SE
• Nice Systems Ltd
• Huawei Technologies Co., Ltd

Complete details of the report along with its table of contents and figures have been published online at: https://www.fortunebusinessinsights.com

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)