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The global contact centre transformation market reached a value of about USD 33.29 billion in 2023. The industry is further expected to grow at a CAGR of approximately 16.10% in the forecast period of 2024-2032 to reach a value of around USD 127.60 billion by 2032.
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North America is a significant market for contact centre solutions and services due to the propensity and regulations governing enterprises to offer better customer services. The number of contact centres operating in the region is growing steadily, driving the market growth in the region. Businesses have adopted and invested in emerging technologies, such as cloud platforms, big data, and analytics in the North American region. Moreover, firms are increasingly seeking to improve their overall business productivity by optimising outward and inbound activities in the region, consequently promoting regional market growth.
The Asia Pacific region is expected to emerge as the fastest-growing regional market over the forecast period. Various factors, such as many small and medium enterprises and a broad customer base in the region, are likely to propel the regional market growth. Various small and medium firms are migrating to cloud-based solutions. Also, the large-scale adoption of cost-effective cloud-based solutions by large enterprises in the region is further anticipated to propel growth. The rapid growth of cloud-based contact centre adoption in the Asia Pacific region is mainly driven by the dramatic expansion of the data centre business. The increasing number of start-ups and customers’ willingness to adopt new technologies are driving the growth of the cloud-based contact centre market.
The large enterprise segment dominates the market, owing to the increased adoption of contact centre transformation solutions for support, feedback, service, and marketing functions. Different providers are focusing on designing highly scalable and cluster-based customer engagement solutions for large enterprises. These solutions can scale easily with the multi-channel facility of chat, voice, SMS, social media interface, and email to improve customer engagement experience. The benefits of cloud-based contact centre solutions, such as the pay-per-use subscription model, higher scalability, improved flexibility, and customised client interactions that result in improved customer experience, are projected to drive significant demand among large enterprises.
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Agents can efficiently upsell and cross-sell products while handling a service call with the help of contact centre transformation strategies. Adaptive call-routing solutions are becoming more popular among businesses as they allow companies to optimise calls depending on client preferences and personnel knowledge. Call centre transformation automation systems assist businesses in routing calls to individual personnel so that customers receive the best possible service.
The various solutions in the market are:
The different services provided by the market are:
By deployment, the market is divided into:
Based on organisation size, the market is segmented into:
The end-uses of the market are:
The regional markets for the contact centre transformation industry can be divided into North America, Europe, the Asia Pacific, Latin America, the Middle East and Africa.
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Over the forecast period, increased consumer connection via social media platforms is expected to drive market growth. While on a customer call, the social networking platform makes it easier for an agent to work by providing insight into customer behaviour and previous complaints. Automation and artificial intelligence (AI) are two examples of advances that improve technical skills and increase agent productivity. The rising demand for the automation of contact centre operations can also be attributed to the growth of the global market. With integrated web services, customers can easily connect with contact centres. Customers often expect immediate or live assistance from agents. The contact centre transformation automation tools help businesses route calls to suitable agents to provide appropriate service to the customers. The outbreak of COVID-19 has favourably impacted the market. The explosion resulted in increased call volumes in the contact centres. Moreover, several contact centres have kept their critical interactions facilities functioning and also entered into partnerships and mergers and acquisitions, thereby propelling the need for automation tools. For example, Genesys partnered with Maximus, a government services company, in May 2020. The Maximus Genesys Engagement Platform, an integrated, cloud-based omnichannel contact centre solution for federal, state, and local government agencies, was the focus of the agreement. The Engagement Platform, powered by Genesys Engage, offers a unified set of features and functionalities across channels via a single voice and digital user interface.
The report gives a detailed analysis of the following key players in the global contact centre transformation industry, covering their competitive landscape, capacity, and latest developments like mergers, acquisitions, and investments, expansions of capacity, and plant turnarounds:
The comprehensive EMR report provides an in-depth assessment of the market based on the Porter's five forces model along with giving a SWOT analysis.
| REPORT FEATURES | DETAILS |
| Base Year | 2023 |
| Historical Period | 2018-2023 |
| Forecast Period | 2024-2032 |
| Scope of the Report |
Historical and Forecast Trends, Industry Drivers and Constraints, Historical and Forecast Market Analysis by Segment:
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| Breakup by Solution |
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| Breakup by Service |
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| Breakup by Deployment |
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| Breakup by Organisation Size |
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| Breakup by End-Use |
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| Breakup by Region |
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| Market Dynamics |
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| Competitive Landscape |
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| Companies Covered |
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| Report Price and Purchase Option | Explore our purchase options that are best suited to your resources and industry needs. |
| Delivery Format | Delivered as an attached PDF and Excel through email, with an option of receiving an editable PPT, according to the purchase option. |
*While we strive to always give you current and accurate information, the numbers depicted on the website are indicative and may differ from the actual numbers in the main report. At Expert Market Research, we aim to bring you the latest insights and trends in the market. Using our analyses and forecasts, stakeholders can understand the market dynamics, navigate challenges, and capitalize on opportunities to make data-driven strategic decisions.*
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In 2023, the global contact centre transformation market attained a value of nearly USD 33.29 billion.
The market is projected to grow at a CAGR of 16.10% between 2024 and 2032.
The market is estimated to witness healthy growth in the forecast period of 2024-2032 to reach USD 127.60 billion by 2032.
The major drivers of the market include the growing number of contact centres, increasing investment in emerging technologies, presence of many small and medium enterprises, the rapid growth of cloud-based contact centre adoption, increasing number of start-ups, technological advancements, and COVID 19 outbreak.
Increased consumer connection via social media platforms and rising demand for the automation of contact centre operations are the key industry trends propelling the market's growth.
The major regions in the industry are North America, Latin America, the Middle East and Africa, Europe, and the Asia Pacific.
The various solutions in the market are omnichannel routing, real-time reporting and analytics, social media analytics, visual network analytics, voice biometrics, and workforce engagement, among others.
The different services provided by the market are integration and deployment, support and maintenance, training and consulting, and managed services.
By deployment, the market is divided into on-premises and hosted.
The market is segmented into small and medium enterprises and large enterprises based on organisation size.
The end-uses of the market include banking, financial services, insurance (BFSI), IT and telecom, media and entertainment, retail and consumer, and healthcare, among others.
The major players in the industry are RingCentral, Inc., NICE Ltd., 8x8 Inc., Genesys Cloud Services, Inc., Five9, Inc., Enghouse System Limited., and VOCALCOM SAS, among others.
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United States (Head Office)
30 North Gould Street, Sheridan, WY 82801
+1-415-325-5166
Australia
63 Fiona Drive, Tamworth, NSW
+61-448-061-727
India
C130 Sector 2 Noida, Uttar Pradesh 201301
+91-858-608-1494
Philippines
40th Floor, PBCom Tower, 6795 Ayala Avenue Cor V.A Rufino St. Makati City, 1226.
+63-287-899-028, +63-967-048-3306
United Kingdom
6 Gardner Place, Becketts Close, Feltham TW14 0BX, Greater London
+44-753-713-2163
Vietnam
193/26/4 St.no.6, Ward Binh Hung Hoa, Binh Tan District, Ho Chi Minh City
+84-865-399-124
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