What's Driving the Contact Center Software Market Growth? | Avaya, Alcatel-Lucent Enterprise, Aspect Software, BT, Five9, Genesys, Huawei Technologies, IBM, Mitel, NEC Corporation, NICE Ltd, Oracle, Ring Central, SAP, Unify, Verizon, Vocalcom

Increasing importance of call centers for intensifying businesses has been fueling contact center software market share over the last few years. With the help of software, business development teams have been able to handle incoming calls, make outgoing calls, ensure workforce management, track key call center metrics, and load automated scripts effectively. The usage of software-based technologies for maintaining inbound and outbound customer communications across various business channels have been encouraging most of the industries to deploy call center software at their workplace. The advent of next-generation technologies such as IoT (Internet of Things), cloud computing, and AI (artificial intelligence) has also proliferated the contact center software market share.

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Company profiled in this report based on Business overview, Financial data, Product landscape, Strategic outlook & SWOT analysis:
Avaya, Alcatel-Lucent Enterprise, Aspect Software, BT, Five9, Genesys, Huawei Technologies, IBM, Mitel, NEC Corporation, NICE Ltd, Oracle, Ring Central, SAP, Unify, Verizon, Vocalcom

Rising consumer spending on electronics, clothing and other product categories has tremendously bolstered the retail segment worldwide, propelling the contact center software market revenue globally. Reports show that consumers rate customer service in retail sector higher than low prices and product quality, making it the most important part of the businesses retailers should be focusing on. Good customer service leads to more recommendation from consumers, which directly boosts product sales. Subsequently, retail is an ideal application base for the contact center software market, helping companies provide timely and dedicated service for taking care of any problems the customers communicate.

Major retail brands have employed contact centers to handle hundreds to thousands of queries, frequently asked questions and complaints they receive throughout their worldwide businesses. As these centers start to provide services like billing and telemarketing in addition to customer service, the contact center software market will experience challenges from coping with enormous amounts for customer requests and data analysis. The advent of ecommerce retail has further given a remarkable boost to digital services, connecting more consumers with businesses and creating a demand for higher number of customer contact executives.

Over the years, technological advances have enabled wider implementation of virtual assistants and interactive voice features by retailers, allowing software makers to provide innovative solutions. The contact center software market has further benefited from the growing awareness among retailers about the role of analytics and reporting in guaranteeing improved customer experience. Managing customer-employee interaction, behavior, customer requirements have critical impact on business revenues. Speaking further on the analytics and reporting component of the contact center software industry, retailers can reduce potential loss of sales and negative consumer responses by analyzing how they are being serviced.

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As the time taken to handle a request, origin of the request, behavior on the call and other factors are recorded by the software, companies can use the information to train their staff better. The success or failure of email and telemarketing campaigns can also be analyzed to enhance or modify their processes, as consumer trend is key for retailers to achieve profits. Essentially the retail segment, with expanding popularity of ecommerce, is expected to contribute significant revenues towards the global contact center software market. The overall contact center software industry to surpass a valuation of USD 40 billion by 2024.

Some Points From Table Of Content: -
Chapter 4. Competitive Landscape, 2017
4.1. Introduction
4.2. Competitive analysis of key market players
4.2.1. Avaya
4.2.2. Cisco
4.2.3. Five9
4.2.4. Huawei Technologies
4.2.5. 8x8
4.3. Competitive analysis of other prominent vendors
4.3.1. Fenero
4.3.2. Nixxis
4.3.3. Solgari
4.3.4. Top Down Systems

Chapter 5. Contact Center Software Market, By Component
5.1. Key trends, by component
5.2. Software
5.2.1. Software market estimates and forecast, 2013-2024
5.2.2. Automatic Call Distribution (ACD)
5.2.2.1. ACD market estimates and forecast, 2013-2024
5.2.3. Dialer
5.2.3.1. Dialer market estimates and forecast, 2013-2024
5.2.4. Call recording
5.2.5. Computer Telephony Integration (CTI)
5.2.5.1. CTI market estimates and forecast, 2013-2024
5.2.6. Workforce optimization
5.2.7. Customer collaboration
5.2.8. Reporting & analytics
5.2.9. Interactive Voice Response (IVR)
5.2.9.1. IVR market estimates and forecast, 2013-2024
5.2.10. Intelligent Virtual Assistant (IVA)
5.2.11. Others
5.2.11.1. Others market estimates and forecast, 2013-2024
5.3. Service
5.3.1. Service market estimates and forecast, 2013-2024
5.3.2. Integration and deployment
5.3.3. Training and consulting
5.3.4. Support and maintenance
5.3.5. Managed service

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