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Contact Center Applications Market Witnesses Remarkable Growth in Recent Years
These factors propel the growth of automation and workforce management driving contact center application market. Cyber-attacks for stealing customer's information and high software upgradation & maintenance cost restrain the growth of the contact center applications market. Emergence of the latest technologies like AI-based chatbots for automated call handling and reduced call answering are projected to provide lucrative opportunity in the growth of the contact center applications market.
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Impact of COVID-19 on Contact Center Applications Market:
► The outbreak of COVID-19 virus in December 2019 led to the spread of disease in majority of the countries around the globe with the World Health Organization declaring it a public health emergency. The pandemic impacted almost every sector and it is even expected to have significantly impacted the global contact center applications market.
► The businesses working on on-premises systems have moved over to cloud-based systems to achieve better continuity. The companies allowed their workforce to work remotely and are working to improve the contact center management to reprioritize and sequence the customer support based upon the nature of the complaint categorized in critical and non-critical customer complaints. The pandemic also introduced the world to a virtual agent which resolves non-critical complaints in very less time.
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The large enterprises have the motive to constantly adopt the new and emerging technologies in order to automate their business operations and improve their overall efficiency and productivity. This is mainly credited to sufficient budgets, presence of a large number of contact center agents to deal high call volumes, and customer agent interactions.
Key Benefits of the Report:
► This study presents analytical depiction of the contact center applications market along with the current trends and future estimations to determine the imminent investment pockets.
► The report presents information related to key drivers, restraints, and opportunities along with detailed analysis of the contact center applications market share.
► The current market is quantitatively analyzed to highlight the growth scenario of the contact center applications market.
► Porter's five forces analysis illustrates the potency of buyers and suppliers in the contact center applications market.
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North America is expected to have the largest market share during the forecast period. The companies based in this region are stirring toward contact center solutions to cater to the growth in customer requests, resolve customer complaints, and improve feedback coming from all digital & non-digital channels in order to increase revenue and avoid losses. In addition, the governments of various countries in this region as well as the public sectors are adopting contact center applications to ensure ease and safety for residents.
Key Market Players:
► Genesys
► Talkdesk, Inc.
► Spok, Inc.
► Ameyo
► SAP SE
► Twilio Inc.
► Aspect Software
► Unify Inc.
► VCC Live
► Avoxi
► Avaya Inc
► ALE International
► NEC Corporation
► Amazon Web Services, Inc.
► Five9, Inc.
► 8X8, Inc.
► UiPath
► Cisco Systems, Inc.
► Exotel Techcom Pvt. Ltd.
► Enghouse Interactive Inc.
► Microsoft Corp.
► Amtelco
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