The call center market is predicted to reach a value of US$ 27.1 billion in 2022 and US$ 55.5 billion by 2029, with a 10.8% compound annual growth rate (CAGR) between 2022 and 2029.
The adoption of cloud-based call centre solutions and services, as well as the integration of technologies such as Artificial Intelligence, Customer Relationship Management, and Knowledge Management, as well as the surge in demand for omnichannel call center solutions, are all driving the call center market forward.
The Call Center Market Study’s Key Takeaways
- North America and the Asia Pacific are major call center markets, with a considerable part of the global market. The factors driving market expansion in these regions include increasing digitalization and an increase in the number of call centers.
- In the global call center market, the software/solutions segment is likely to have a large share. The expansion of the software/solutions segment is being fueled by rising demand for solutions such as interactive voice response, intelligent call routing, and automatic call distribution.
- Over the projected period, the cloud-based sector is expected to maintain its considerable share of the worldwide call center market by deployment. Various call center companies are implementing cloud-based technologies to simplify everyday operations and stay up with the ever-changing business landscape.
- The retail and consumer goods industry is predicted to develop rapidly, as businesses migrate to omnichannel call center solutions to provide a human touch to client interactions while providing support and services.
Call Centers Are Getting Smarter and More Social
Innovative call center marketing strategies have transformed call centers into experience hubs, where they not only handle emergencies and customer calls, but also drive positive interactions and deliver leads to sales and marketing teams, customer feedback to product teams, and key insights for product development and innovation.
Competitive Environment
- 3CLogic
- Genesys
- 8×8 Inc.
- Cisco Systems Inc.
- Salesforce Inc.
