Call Center Platforms Market 2020 Industry Trends, Growth, Analysis, Opportunities and Forecast 2027

The research and analysis conducted in Call Center Platforms Market Report helps clients to predict investment in an emerging market, expansion of market share or success of a new product with the help of global market research analysis. This report has been designed in such a way that it provides very evident understanding of the business environment and Call Center Platforms industry. Nevertheless, this global market research report unravels many business problems very quickly and easily. Due to high demand and the value of market research for the success of different sectors, Call Center Platforms Market report is provided that covers many work areas.

Global call center platforms market is expected to gain market growth in the forecast period of 2020 to 2027. Data Bridge Market Research analyses that the market is growing with the CAGR of 15.2% in the forecast period of 2020 to 2027 and expected to reach USD 63,632.69 million by 2027 from USD 20,643.63 million in 2019. Rising adoption of IOT among the enterprise is expected to drive market of call center platforms.

Call center platforms allow the business to better connect with their customers, as it allow the business to streamline their customer data with business that allow the company to sustain their position in the market.

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Growing adoption of connected devices trend among the enterprise is one of the prominent factors that drive the growth of the call center platforms market. For instance, it has been witnessed  that  there will be around 400 million IoT devices at the end of 2016 and that projected to reach 1.5 billion in 2022, or around 70 percent of the wide-area category. Thus, growing adoption connected devices provide benefit to call center agents in terms of helping customers with as many possible devices which allow the company to sustain their customer for longer period of time.

This call center platforms market report provides details of market share, new developments, and product pipeline analysis, impact of domestic and localised market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, product approvals, strategic decisions, product launches, geographic expansions, and technological innovations in the market. To understand the analysis and the market scenario contact us for an Analyst Brief, our team will help you create a revenue impact solution to achieve your desired goal.

Global Call Center Platforms Market Scope and Market Size

Call center platforms market is segmented on the basis offering, platform, organization size, deployment model and industry. The growth among segments helps you analyse niche pockets of growth and strategies to approach the market and determine your core application areas and the difference in your target markets.

  • On the basis of offering, the market is segmented into software and service. The growing automation in the various vertical has increase the demand of software solution to manage the customer base.
  • On the basis of platform, the market is segmented into outbound dialer, inbound voice, web chat, omni-channel agent, social media, email, messaging and others. Outbound dialer accounted largest market share in the market. The growing telemarketing among the business for increasing sales of the business has increase the demand of outbound dialer.
  • On the basis of organization size the market is segmented large organization and small & medium organization. Large organization accounted largest market share due to rising customer engagement and involvement in the business decision has increase demand for call center software
  • On the basis of deployment model, the market is segmented cloud, on premise and hybrid. Cloud segment accounted largest market share as it offer several advantages to business such as cutting down cost associated with hardware, operational cost among others.
  • On the basis of industry, the market is segmented into IT and telecommunication, banking, financial service and insurance, retail, healthcare, government, travel & hospitality, transport & logistics, media & entertainment, education, manufacturing, energy & utilities others. IT and telecommunication segment accounted largest market share due to rising adoption of smartphones especially in the business, which has tend to increase the customer database for the telecom sector.

Call Center Platforms Market Country Level Analysis

Global call center platforms market is analysed and market size information is provided by country, by offering, organization size, deployment model, industry and platform as referenced above.

The region covered in the call center platforms market report are North America, Europe, Asia-Pacific, Middle East and Africa and South America.

Call center platforms market is growing due to the rising business automation among verticals mainly in financial sector and IT sector which has tremendously increases adoption of call center software.

The country section of the report also provides individual market impacting factors and changes in regulation in the market domestically that impacts the current and future trends of the market. Data points such as new sales, replacement sales, country demographics, regulatory acts and import-export tariffs are some of the major pointers used to forecast the market scenario for individual countries. Also, presence and availability of global brands and their challenges faced due to large or scarce competition from local and domestic brands, impact of sales channels are considered while providing forecast analysis of the country data.

Growing Adoption of Connected Devices has raise demand for Call Center Platforms Market

Global call center platforms market also provides you with detailed market analysis for every country growth in installed base of different kind of products for call center platforms market, impact of technology using life line curves and changes in regulatory scenarios and their impact on the call center platforms market. The data is available for historic period 2010 to 2018.

Competitive Landscape and Call Center Platforms Market Share Analysis

Global call center platforms market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, global presence, production sites and facilities, company strengths and weaknesses, product launch, clinical trials pipelines, product approvals, patents, product width and breath, application dominance, technology lifeline curve. The above data points provided are only related to the company’s focus related to call center platforms market.

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The major players covered in the report are 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, 8×8, Inc. among other players domestic and global. DBMR analysts understand competitive strengths and provide competitive analysis for each competitor separately.

For instance,

  • In September 2019, Cisco organised its 10th Annual Cisco Contact Center Summit. In its 10th Annual Cisco Contact Center Summit the company discussed about AI acquisitions with Accompany, Voicea, CloudCherry that helps to improve contact centers. This will help the company in expanding its business though new segments.
  • In March 2019, NICE inContact, won the best Contact Center Infrastructure from CRM Service Leaders Awards. This award was won by the company for 2 consecutive years. This award has resulted in gaining company’s recognition and goodwill in the market.

Partnership, collaboration and other strategies enhances the company market share with increased coverage and presence. It also provides the benefit for organisation to improve their offering for call center platforms through expanded model range

Key players in the market, major collaborations, merger and acquisitions along with trending innovation and business policies are reviewed in the all inclusive Call Center Platforms report. This report aims to examine the market with respect to general market conditions, market improvement, market scenarios, development, cost and profit of the specified market regions, position and comparative pricing between major players. It is a professional and a detailed report focusing on primary and secondary drivers, market share, market size, sales volume, leading segments and geographical analysis. Global Call Center Platforms market report contains comprehensive and thorough insights which are based on business intelligence.

Major Highlights of Call Center Platforms market in Covid-19 pandemic covered in report:

The report provides impact of COVID-19 on Call Center Platforms market along with its impact on overall industry and economy of world. Further, it adds changes in consumer buying behavior as it impacts majorly on market growth and sales. Distributors and traders on marketing strategy analysis focusing on region wise needs in covid-19 pandemic is also added in the Call Center Platforms market report. The last segment of COVID-19 impact chapter include recovery and major changes opted by major players involved in Call Center Platforms market.

Reasons to Purchase this Report:

  • Market segmentation analysis including qualitative and quantitative research incorporating the impact of economic and policy aspects
  • Regional and country level analysis integrating the demand and supply forces that are influencing the growth of the market.
  • Market value USD Million and volume Units Million data for each segment and sub-segment
  • Competitive landscape involving the market share of major players, along with the new projects and strategies adopted by players in the past five years
  • Comprehensive company profiles covering the product offerings, key financial information, recent developments, SWOT analysis, and strategies employed by the major market players

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