Global Call Center Platforms Market - Industry Trends and Forecast to 2027

Global Call Center Platforms Market - Industry Trends and Forecast to 2027

Short Description
Offering (Software and Service), Platform (Outbound Dialer, Inbound Voice, Web Chat, Omni channel Agent, Social Media, Email, Messaging, and Others), Organization Size (Large Organization and Small & Medium Organization), Deployment Model (On-Premise, Hybrid and Cloud), Industry (IT and Telecommunication, Banking, Financial Service and Insurance, Retail, Healthcare, Government, Travel & Hospitality, Transport & Logistics, Media & Entertainment, Education, Manufacturing, Energy & Utilities, and Others), Geography (North America, South America, Asia-Pacific, Europe and Middle East and Africa)

Market Definition
Call center software is a software tool that is used for leveraging the different channels of communication. Call center is an office where a large number of call center employees offers mobile customer service. A contact center is a part of company’s overall strategy on customer relationship management (CRM). Inbound call centers accept requests for customer support and are often used as a knowledge base for tech support, billing issues, and other problems with customer service. All call centers are focused on the on providing customer service more efficiently.
Market Segmentation
• On the basis of offering, the market is segmented into software, services
• On the basis of platform, the market is segmented into inbound voice, messaging, web chat, outbound dialer, email, social, Omni channel agent, cx automated agent
• On the basis of deployment model, the market is segmented into company cloud, on premise, and hybrid
• On the basis of organization size, the market is segmented into small and medium enterprises (SMES), large enterprises
• On the basis of industry, the market is segmented into transportation and logistics, media and entertainment, government, energy and utility, banking, financial services, and insurance (BFSI), healthcare, it and telecommunication, manufacturing, retail, education, travel and hospitality, others
Market Players
The key market players for global call center platforms market are listed below:

• IBM Corporation
• Oracle
• SAP SE
• Nuance Communications, Inc.
• Amazon Web Service, Inc.
• Avaamo, Talkdesk, Inc
• Creative Virtual Ltd.
• Aspect Software Inc
• VICIhost, Dixa
• DIALPAD, INC
• Aavaz, Five9, Inc
• Avaya Inc.
• NICE inContact
• Zendesk
• Genesys
• Mitel Networks Corp
• Cisco
• 8x8, Inc.

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1 Introduction
1.1 Objectives Of The Study
1.2 Market Definition
1.3 Overview Of Global Call Center Platforms Market
1.4 Limitations
1.5 Markets Covered
2 Market Segmentation
2.1 Markets Covered
2.2 Geographical Scope
2.3 Years Considered For The Study
2.4 Currency And Pricing
2.5 Dbmr Tripod Data Validation Model
2.6 Primary Interviews With Key Opinion Leaders
2.7 Dbmr Market Position Grid
2.8 Multivariate Modeling
2.9 Products Lifeline Curve
2.10 Secondary Sources
2.11 Assumptions
3 Market Overview
3.1 Drivers
3.1.1 Growing Investment In New Digital Technologies
3.1.2 Growing Utilization Of Omnichannel Communications For Improving The Customer Satisfaction
3.1.3 Adpotion Of Call Center Software Across Various Industries
3.2 Restraint
3.2.1 Difficult To Integrate With Legacy Systems
3.3 Opportunities
3.3.1 Growing Usage Of Social Media In Business
3.3.2 Advancements In Technologies Such As Artificial Intelligence And Voice Analytics
3.4 Challenge
3.4.1 Constant Need To Train Contact Center Employees Due To High Attrition Rate
4 Executive Summary
5 Premium Insights
6 Global Call Center Platforms Market, By Offering
6.1 Overview
6.2 Software
6.2.1.1 Interactive Voice Response (Ivr)
6.2.1.2 Automatic Call Distribution (Acd)
6.2.1.3 Computer Telephony Integration (Cti)
6.2.1.4 Dialer
6.2.1.4.1 Predictive Dialer
6.2.1.4.2 Parallel Predictive Dialer (Ppd)
6.2.1.4.3 Progressive Dialer
6.2.1.4.4 Preview Dialer
6.2.1.5 Call Center Monitoring
6.2.1.6 Customer Collaboration
6.2.1.7 Call Recording
6.2.1.8 Workforce Optimization
6.2.1.9 Report Analytics
6.2.1.10 Others
6.3 Service
6.3.1.1 Managed Service
6.3.1.2 Professional Service
6.3.1.2.1 Training & Consulting
6.3.1.2.2 Integration & Implementation
6.3.1.2.3 Support & Maintenance
7 Global Call Center Platforms Market, By Platform
7.1 Overview
7.2 Outbound Dialer
7.3 Inbound Voice
7.4 Web Chat
7.5 Omnichannel Agent
7.6 Social Media
7.7 E-mails
7.8 Messaging
7.9 Other
8 Global Call Center Platforms Market, By Deployment Model
8.1 Overview
8.2 Cloud
8.3 On-premise
8.4 Hybrid
9 Global Call Center Platforms Market, By Organization Size
9.1 Overview
9.2 Large Organization
9.3 Small & Medium Organization
10 Global Call Center Platforms Market, By Industry
10.1 Overview
10.2 It And Telecommunication
10.2.1.1 Software
10.2.1.2 Service
10.3 Banking, Financial Service And Insurance
10.3.1.1 Software
10.3.1.2 Service
10.4 Retail
10.4.1.1 Software
10.4.1.2 Service
10.5 Healthcare
10.5.1.1 Software
10.5.1.2 Service
10.6 Government
10.6.1.1 Software
10.6.1.2 Service
10.7 Travel & Hospitality
10.7.1.1 Software
10.7.1.2 Service
10.8 Transport & Logistics
10.8.1.1 Software
10.8.1.2 Service
10.9 Media & Entertainment
10.9.1.1 Software
10.9.1.2 Service
10.10 Education
10.10.1.1 Software
10.10.1.2 Service
10.11 Manufacturing
10.11.1.1 Software
10.11.1.2 Service
10.12 Energy & Utilities
10.12.1.1 Software
10.12.1.2 Service
10.13 Others
11 Global Call Center Platforms Market, By Geography
11.1 Overview
11.2 North America
11.2.1 U.S.
11.2.2 Canada
11.2.3 Mexico
11.3 South America
11.3.1 Brazil
11.3.2 Argentina
11.3.3 Rest Of South America
11.4 Asia-pacific
11.4.1 China
11.4.2 Japan
11.4.3 South Korea
11.4.4 India
11.4.5 Australia
11.4.6 Singapore
11.4.7 Malaysia
11.4.8 Thailand
11.4.9 Philippines
11.4.10 Indonesia
11.4.11 Rest Of Asia-pacific
11.5 Middle East And Africa
11.5.1 Saudi Arabia
11.5.2 U.A.E.
11.5.3 South Africa
11.5.4 Egypt
11.5.5 Israel
11.5.6 Rest Of Middle East And Africa
11.6 Europe
11.6.1 Germany
11.6.2 U.K.
11.6.3 France
11.6.4 Italy
11.6.5 Spain
11.6.6 Netherlands
11.6.7 Switzerland
11.6.8 Russia
11.6.9 Belgium
11.6.10 Turkey
11.6.11 Rest Of Europe
12 Company Profile
12.1 Ibm Corporation
12.1.1 Company Snapshot
12.1.2 Revenue Analysis
12.1.3 Company Share Analysis
12.1.4 Solution Portfolio
12.1.5 Recent Developments
12.2 Genesys
12.2.1 Company Snapshot
12.2.2 Company Share Analysis
12.2.3 Software Portfolio
12.2.4 Recent Development
12.3 Five9, Inc.
12.3.1 Company Snapshot
12.3.2 Product Analysis
12.3.3 Company Share Analysis
12.3.4 Product Portfolio
12.3.5 Recent Development
12.4 Nice Incontact
12.4.1 Company Snapshot
12.4.2
12.4.3 Solution Portfolio
12.4.4 Recent Development
12.5 Cisco Systems, Inc.
12.5.1 Company Snapshot
12.5.2 Product Analysis
12.5.3 Company Share Analysis
12.5.4 Product Portfolio
12.5.5 Recent Development
12.6 Aavaz
12.6.1 Company Snapshot
12.6.2 Product Portfolio
12.6.3 Recent Development
12.7 Amazon Web Service, Inc.
12.7.1 Company Snapshot
12.7.2 Service Portfolio
12.7.3 Recent Development
12.8 Ameyo
12.8.1 Company Snapshot
12.8.2 Solution Portfolio
12.8.3 Recent Development
12.9 Aspect Software, Inc.
12.9.1 Company Snapshot
12.9.2 Product Portfolio
12.9.3 Recent Development
12.10 Avaya Inc.
12.10.1 Company Snapshot
12.10.2 Product Analysis
12.10.3 Product Portfolio
12.10.4 Recent Development
12.11 Creative Virtual Ltd.
12.11.1 Company Snapshot
12.11.2 Solution Portfolio
12.11.3 Recent Development
12.12 Dialpad, Inc
12.12.1 Company Snapshot
12.12.2 Product Portfolio
12.12.3 Recent Development
12.13 Dixa
12.13.1 Company Snapshot
12.13.2 Solution Portfolio
12.13.3 Recent Development
12.14 Mitel Networks Corp
12.14.1 Company Snapshot
12.14.2 Product Portfolio
12.14.3 Recent Development
12.15 Nuance Communications, Inc.
12.15.1 Company Snapshot
12.15.2 Revenue Analysis
12.15.3 Solution Portfolio
12.15.4 Recent Development
12.16 0racle
12.16.1 Company Snapshot
12.16.2 Revenue Analysis
12.16.3 Service Portfolio
12.16.4 Recent Developments
12.17 Sap Se
12.17.1 Company Snapshot
12.17.2 Revenue Analysis
12.17.3 Product Portfolio
12.17.4 Recent Development
12.18 Talkdesk, Inc.
12.18.1 Company Snapshot
12.18.2 Product Portfolio
12.18.3 Recent Developments
12.19 Vicihost
12.19.1 Company Snapshot
12.19.2 Solution Portfolio
12.19.3 Recent Development
12.20 Zendesk
12.20.1 Company Snapshot
12.20.2 Product Analysis
12.20.3 Product Portfolio
12.20.4 Recent Development
12.21 8x8, Inc
12.21.1 Company Snapshot
12.21.2 Product Analysis
12.21.3 Solution Portfolio
12.21.4 Recent Development
13 Global Call Center Platforms Market, Company Landscape
13.1 Company Share Analysis: Global
13.2 Company Share Analysis: North America
13.3 Company Share Analysis: Europe
13.4 Company Share Analysis: Asia-pacific
14 Swot & Dbmr Analysis
14.1 Swot Analysis
14.2 Data Bridge Market Research (Dbmr) Analysis
15 Conclusion
16 Questionnaire
17 Related Reports

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