In the call center platforms market, offerings include software and services, while platforms encompass a comprehensive array such as outbound dialer, inbound voice, web chat, omni-channel agent, social media, email, messaging, and more. This diverse range of offerings and platforms underscores the industry's commitment to providing versatile solutions, catering to the evolving needs of customer service operations across various communication channels, and ensuring a seamless and integrated experience for both businesses and their customers.
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Data Bridge Market Research analyses that the Global Call Center Platforms Market was valued at USD 27,634.57 million in 2021 and is expected to reach the value of USD 88,740.03 million by 2029, at a CAGR of 15.70% during the forecast period of 2022-2029. The driver behind the call center platforms market is the escalating trend toward automation in customer service operations. Organizations seek feature-rich platforms to streamline processes, enhance efficiency, and meet the increasing demand for automated solutions that improve overall customer service effectiveness.
Key Findings of the Study
Focus on customer experience is expected to drive the market's growth rate
The driver in the call center platforms market is the heightened focus on customer experience. Organizations prioritize deploying advanced call center solutions to elevate customer interactions. By leveraging sophisticated platforms, businesses aim to ensure seamless, responsive, and personalized customer service. This strategic emphasis reflects the recognition that a positive customer experience is a key differentiator, prompting the adoption of advanced technologies to meet evolving customer expectations and enhance overall satisfaction.
Report Scope and Market Segmentation
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Report Metric
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Details
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Forecast Period
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2022 to 2029
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Base Year
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2021
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Historic Years
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2020 (Customizable to 2014-2019)
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Quantitative Units
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Revenue in USD Million, Volumes in Units, Pricing in USD
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Segments Covered
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Offering (Software, Service), Platform (Outbound Dialer, Inbound Voice, Web Chat, Omni channel Agent, Social Media, Email, Messaging, Others), Organization Size (Large Organization, Small and Medium Organization), Deployment Model (On-Premise, Hybrid, Cloud), Industry (IT and Telecommunication, Banking, Financial Service and Insurance, Retail, Healthcare, Government, Travel and Hospitality, Transport and Logistics, Media and Entertainment, Education, Manufacturing, Energy and Utilities, Others)
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Countries Covered
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U.S., Canada and Mexico in North America, Germany, France, U.K., Netherlands, Switzerland, Belgium, Russia, Italy, Spain, Turkey, Rest of Europe in Europe, China, Japan, India, South Korea, Singapore, Malaysia, Australia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific (APAC) in the Asia-Pacific (APAC), Saudi Arabia, U.A.E, South Africa, Egypt, Israel, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA), Brazil, Argentina and Rest of South America as part of South America.
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Market Players Covered
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Oracle (U.S.), IBM (U.S.), RACKSPACE TECHNOLOGY, (U.S.), Microsoft (U.S.), VMware, Inc., (U.S.), Dell Inc., (U.S.), Redcentric plc (U.K.), Google LLC (U.S.), Cisco Systems, Inc. (U.S.), Red Hat, Inc. (U.S.), Getronics (Netherlands), Hewlett Packard Enterprise Development LP (U.S.), CenturyLink (U.S.), NEC Corporation (Japan), Joyent, Inc (U.S.), AT&T Intellectual Property (U.S.), Citrix Systems, Inc. (U.S.) and NTT DATA Corporation (Japan)
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Data Points Covered in the Report
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In addition to the market insights such as market value, growth rate, market segments, geographical coverage, market players, and market scenario, the market report curated by the Data Bridge Market Research team includes in-depth expert analysis, import/export analysis, pricing analysis, production consumption analysis, and pestle analysis.
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Segment Analysis:
The global call center platforms market is segmented on the basis of offering, platform, organization size, deployment model, and end-user industry.
- On the basis of offering, the global call center platforms market is segmented into software, service
- On the basis of platform, the global call center platforms market is segmented into outbound dialer, inbound voice, web chat, omni channel agent, social media, email, messaging, and others
- On the basis of organization size, the global call center platforms market is segmented into large organization, small, and medium organization
- On the basis of deployment model, the global call center platforms market is segmented into on-premise, hybrid, cloud
- On the basis of end-user industry, the global call center platforms market is segmented into IT and telecommunication, banking, financial service and insurance, retail, healthcare, government, travel and hospitality, transport and logistics, media and entertainment, education, manufacturing, energy and utilities, others
Major Players
Data Bridge Market Research recognizes the following companies as the global call center platforms market players in global call center platforms market are Oracle (U.S.), IBM (U.S.), RACKSPACE TECHNOLOGY, (U.S.), Microsoft (U.S.), VMware, Inc., (U.S.), Dell Inc., (U.S.), Redcentric plc (U.K.), Google LLC (U.S.).
Market Developments
- In 2023, Amazon Web Services unveiled the Amazon EC2 P5, a collaborative effort with NVIDIA. This accelerated computing platform signifies a multi-part collaboration aimed at optimizing customer interactions and boosting operational efficiency for companies. The development showcases the integration of advanced technologies to offer a powerful communication platform, reflecting the commitment to enhancing overall business performance and customer engagement
- In 2023, Avaya introduced Avaya Customer Experience Services (ACES), previously known as Avaya Professional Services. This reimagined professional services offering integrates cloud, digital, and artificial intelligence (AI) technologies. The revised strategy is designed to deliver superior business outcomes to clients, reflecting Avaya's commitment to leveraging advanced technologies for enhanced customer experiences and overall operational excellence
- In 2023, Alcatel-Lucent Enterprise unveiled RainbowTM Telephony for Microsoft Teams, introducing an enterprise-grade telephony system. This innovative solution aims to optimize customer collaboration by centralizing all workflows onto a unified platform. The integration with Microsoft Teams enhances communication efficiency, providing businesses with a seamless and comprehensive telephony system for streamlined collaboration and improved customer engagement
- In 2023, 8x8 enhanced its XCaaS platform with significant updates. The improvements include advanced contact center features and administrative enhancements. Notable additions comprise an exceptional conversational AI self-service solution, enhanced mobile administration capabilities, and the introduction of an audit history feature. These upgrades reflect 8x8's commitment to delivering a more robust and comprehensive communication and collaboration experience for users
Regional Analysis
Geographically, the countries covered in the global call center platforms market report are U.S., Canada and Mexico in North America, Germany, France, U.K., Netherlands, Switzerland, Belgium, Russia, Italy, Spain, Turkey, Rest of Europe in Europe, China, Japan, India, South Korea, Singapore, Malaysia, Australia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific (APAC) in the Asia-Pacific (APAC), Saudi Arabia, U.A.E, South Africa, Egypt, Israel, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA), Brazil, Argentina and Rest of South America as part of South America.
As per Data Bridge Market Research analysis:
Asia-Pacific is the dominant region in the global call center platforms market during the forecast period 2022-2029
Asia-Pacific dominates the call center platforms market due to a surge in business automation, particularly within the IT and financial sectors. The region experiences widespread adoption of call center software as end-user industries embrace automation technologies. This trend reflects a growing reliance on efficient communication tools to streamline operations, boost customer service, and enhance overall productivity, positioning Asia-Pacific as a dominant force in the call center platforms market.
Europe is expected to dominate the global call center platforms market in the forecast period 2022-2029
Europe is expected to dominate the call center platforms market. This growth is propelled by the extensive deployment of cognitive platforms, leveraging the well-established infrastructure in the region. The increased adoption of advanced technologies in customer service operations enhances operational efficiency, contributing to Europe's prominence in the evolving landscape of call center platforms during the forecast period.
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