North America Call Center Platforms Market Report and Forecast 2024-2032

North America Call Center Platforms Market Outlook

The North America call center platforms market size was approximately USD 11.15 billion in 2023. The market is assessed to grow at a CAGR of 13.2% between 2024 and 2032, reaching a value of USD 35.15 billion by 2032.

Key Trends in the Market

Call centers are concentrated platforms that manage inbound and outbound calls from potential customers. They are either located within organisations or outsourced from a third party that specialises in handling customer calls. A call center platform performs multiple functions, including handling the grievances of customers, improving sales, lead generation, and processing orders, among others.

• Call centers are an integral part of an enterprise as they aim to provide customer satisfaction by handling issues swiftly and efficiently. They also act as a redressal mechanism and support and assist customers during emergencies. With businesses focusing on personalised services for customer retention, the demand for call center platforms is surging.

• One of the key trends aiding the North America call center platforms market growth is the emergence of cloud call centers. This call center technology is supported and hosted by a third-party vendor, gives agents the flexibility to work remotely, and saves a company’s operating costs. The flexibility, omnichannel routing, scalability, and reliability of cloud call center platforms are further boosting their appeal.

• The North America call center platforms market expansion is being fuelled by advancements in technologies like artificial intelligence and machine learning, which are transforming the way call center solutions function. Such technologies are expected to empower call center platforms to automate call routing, reduce waiting times, respond to customers’ queries in real-time, and predict customer demands in the coming years.

North America Call Center Platforms Market Segmentation

Based on the offering, the market is segmented into software and service. On the basis of platform, the market can be divided into the outbound dialer, inbound voice, web chat, omni channel agent, and reporting and analytics, among others. Based on organisation size, the market is divided into large and small and medium.

Based on deployment mode, the market is divided into on-premises and cloud. On the basis of industry vertical, the market is divided into IT and telecommunications, BFSI, retail, healthcare, government, and travel and hospitality, among others. On the basis of country, the market is divided into the United States of America and Canada.

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. The report gives a detailed analysis of the following key players in the North America call center platforms market, covering their competitive landscape and latest developments like mergers, acquisitions, investments, and expansion plans.

• Oracle Corp. 

• IBM Corp. 

• Microsoft Corp. 

• Amazon Web Services, Inc. 

• Cisco Systems, Inc. 

• Google LLC 

• Ring Central, Inc. 

• 8x8, Inc.

• Genesys Cloud Services, Inc.

• Talkdesk, Inc.

• Others

Market Share by Industry Vertical

The BFSI sector holds a significant portion of the North America call center platforms market share. The application of call center platforms in BFSI institutions is to improve customer satisfaction and enhance overall operational efficiency. Moreover, banks and financial institutions are increasingly adopting call center platforms that can provide customers with multichannel support, mortgage and loan expertise, transaction assistance, credit card support, account information handling, and insurance support, among others.

Meanwhile, there is an increasing utilisation of call center solutions in the healthcare sector to improve patient experience, reduce wait times, automate pharmacy enquiries and refills, and schedule medical appointments, among others.

Market Share by Country

As per the North America call center platforms market analysis, the adoption of call center solutions in United States of America Is significantly rising amid increasing focus by organisations to improve their relationships with customers.  Companies in the country are also using such solutions to enhance employee experience while reducing overall operational costs.

Besides, the surging launches of innovative call center platforms by companies in the United States are favouring the market growth. For instance, in June 2023, MightyCall, a Delaware-based company, launched a call center solution with customisable and flexible settings to meet unique communication needs of businesses.

Competitive Landscape

Microsoft Corp., founded in 1975, is a multinational technology corporation headquartered in Washington, the United States. It has developed different products including Azure, Dynamics 365, Microsoft Security, Github, and HoloLens 2, among others.

Amazon Web Services, Inc. was founded in 2006 that provides cloud computing platforms and Application Programming Interface (APIs) to individuals, companies, and governments. Amazon Q is an AI-based assistant through which customers' issues are automatically detected.

Google LLC was founded in 1998 and is an American multinational technology company that focuses on artificial intelligence, search engine technology, online advertising, computer software, cloud computing, quantum computing, and e-commerce, among others.

Other North America call center platforms market players include Oracle Corp., IBM Corp., Cisco Systems, Inc., Ring Central, Inc., 8x8, Inc., Genesys Cloud Services, Inc., and Talkdesk, Inc., among others.

Key Highlights of the Report