Global Contact Center Software Market Size & Outlook
Global contact center software market, 2017-2030 (US$M)
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Global contact center software market highlights
- The global contact center software market generated a revenue of USD 28,092.6 million in 2022 and is expected to reach USD 149,583.2 million by 2030.
- The market is expected to grow at a CAGR (2023 - 2030) of 23.2% by 2030.
- In terms of segment, solution accounted for a revenue of USD 19,007.9 million in 2022.
- Service is the most lucrative component segment registering the fastest growth during the forecast period.
- In terms of region, North America was the largest revenue generating market in 2022.
- Country-wise, U.S. is expected to register the highest CAGR from 2023 to 2030.
Global data book summary
| Market revenue in 2022 | USD 28,092.6 million |
| Market revenue in 2030 | USD 149,583.2 million |
| Growth rate | 23.2% (CAGR from 2022 to 2030) |
| Largest segment | Solution |
| Fastest growing segment | Service |
| Historical data covered | 2017 - 2021 |
| Base year for estimation | 2022 |
| Forecast period covered | 2023 - 2030 |
| Quantitative units | Revenue in USD million |
| Market segmentation | Solution, Service |
Other key industry trends
- In terms of revenue, the North America accounted for 35.9% of the global contact center software market in 2022.
- By country, the U.S. is projected to lead the global market in terms of revenue in 2030.
- By country, U.S. is the fastest growing regional market and is projected to reach USD 32,914.9 million by 2030.
Solution was the largest segment with a revenue share of 67.66% in 2022. Horizon Databook has segmented the Global contact center software market based on solution, service covering the revenue growth of each sub-segment from 2017 to 2030.
One of the most vital market drivers of the growth of the contact center software market is the increasing demand for automating customer care services. Customer care executives are now responsible for building stronger relationships with customers to provide long-term value for the business.
As such, they are also required to focus on retaining existing customers to ensure brand loyalty. This is prompting organizations to opt for automation to reduce the time required to address regular customer queries and utilize the time for resolving intricate issues and attracting new customers.
Organizations are increasingly implementing Artificial Intelligence (AI) and machine learning technologies for enhancing customer experience. AI and machine learning technologies are allowing companies to provide personalized solutions to customers issues. For instance, AI-based chatbots coupled with social media management tools can help customers find solutions to their problems on their own with great ease.
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Contact Center Software Market Scope
Contact Center Software Market Companies
| Name | Profile | # Employees | HQ | Website |
|---|
Global contact center software market size, by regions, 2017-2030 (US$M)
Top 10 countries: Contact center software market size, 2022 (US$M)
Global contact center software market share, by component, 2022 & 2030 (%, US$M)
Contact center software market: Opportunity assessment by country
Global contact center software market, by region, 2022 (US$M)
| Component | 2017 | 2018 | 2019 | 2020 | 2021 | 2022 | 2023 | 2024 | 2025 | 2026 | 2027 | 2028 | 2029 | 2030 | CAGR |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| North America | 5,586.9 | 6,050.6 | 6,696.8 | 7,573.9 | 8,790.3 | 10,085.7 | 11,716.9 | 13,739.1 | 16,259.4 | 19,447.2 | 23,533.8 | 28,847.2 | 35,786.4 | 44,877.6 | 20.5% |
| Europe | 3,955.8 | 4,282.2 | 4,721.1 | 5,312.9 | 6,132.4 | 6,998.7 | 8,087.5 | 9,433.0 | 11,104.2 | 13,210.8 | 15,902.1 | 19,389.0 | 23,925.4 | 29,844.2 | 19.9% |
| Asia Pacific | 2,707.0 | 2,954.7 | 3,279.7 | 3,730.9 | 4,385.6 | 5,397.6 | 6,726.3 | 8,460.4 | 10,740.0 | 13,779.3 | 17,886.7 | 23,518.7 | 31,296.5 | 42,099.4 | 29.3% |
| Latin America | 1,559.7 | 1,746.8 | 1,994.8 | 2,322.3 | 2,774.1 | 3,278.4 | 3,922.9 | 4,738.0 | 5,775.4 | 7,115.0 | 8,868.5 | 11,197.1 | 14,307.3 | 18,480.3 | 24.1% |
| MEA | 1,142.6 | 1,252.3 | 1,395.0 | 1,587.5 | 1,858.9 | 2,332.3 | 2,923.2 | 3,655.0 | 4,563.8 | 5,703.0 | 7,143.4 | 8,980.0 | 11,318.6 | 14,281.7 | 25.4% |
| Overall | 14,952.0 | 16,286.5 | 18,087.5 | 20,527.5 | 23,941.2 | 28,092.6 | 33,376.8 | 40,025.5 | 48,442.8 | 59,255.3 | 73,334.4 | 91,932.0 | 116,634.1 | 149,583.2 | 23.3% |
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