Contact Centre Transformation Market Trends, Industry | 2030

Report Description

The global contact centre transformation market size is anticipated to register a considerable CAGR during the forecast period, 2021-2028. The growth of the market is attributed to rising web services, automation tools in services, which lead to quick and effective customers’ response.

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A contact center is a commercial division within an organization that deals with customer interactions. Call center, accepts requests only by cell phone, the contact center manages incoming calls from customers and makes outgoing calls to shoppers. Call center transformation leading to consumer communication over multiple platforms such as, traditional mail, web, chat, email, telephone social media, text, fax, and messaging apps. Contact centers use various types of digital technologies to help customer insights, call deflection, automation personalization, and customer insights. Contact centers are generally handled by an organization itself or outsourced to a third party.  

The COVID-19 pandemic outbreak is estimated to accelerate growth of the market as call volumes are increased during the outbreak. Digital transformation of contact centers is done by many organizations due to lockdown and social distancing norms.

Market Trends, Drivers, Restraints, and Opportunities

• Growing consumer engagement on social media channels sue to rising access to smart phones and other consumer electronic devices are key factors driving the market growth.
• Increasing virtual transformation of contact center are leading to low-cost setup, flexibility and 24/7 service. This is projected to drive the market during the forecast period.
• Increasing cyber-attacks on contact center is a major challenge that can hamper the market growth in projected timeline.
• Issues concerning to misuse of stores payment card information and other personally identifiable information are other main fraud activities. This is projected to restrict the market growth in the coming years.
• Using cloud-based contact center for better customer experience is projected to create significant growth opportunities for the market.

Scope of the Report

The report on the global contact centre transformation market includes an assessment of the market, trends, segments, and regional markets. Overview and dynamics have also been included in the report.

Market Segment Insights

Integration & deployment segment is anticipated to grow at a robust pace

Based on services, the market is divided into support & maintenance, managed services, integration & deployment, and training & consulting. The integration & deployment segment is expected to grow at a rapid pace during the forecast period owing to conversion in cloud-based system and customer relationship management. However, the managed services segment is anticipated to expand at a substantial CAGR during the forecast period in the coming years due to automatic technological updated and increased security.

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Large enterprises segment is projected to expand at a considerable CAGR

On the basis of enterprises, the global contact centre transformation market is bifurcated into large enterprises and small & medium enterprises. The large enterprises segment is expected to account for a major market share in the projected timeline. Growing implementation of contact center transformation solutions for feedback, marketing functions, support, and service are key factors driving the segment growth. On the other hand, the small & medium enterprises segment is anticipated to exhibit a substantial CAGR during the forecast period due to increasing contact center transformation by small & medium enterprises as it helps in reducing manual and repetitive task.

Workforce engagement segment is expected to grow at a robust pace

Based on solutions, the market is fragmented into voice biometrics, social media analytics, omnichannel routing, workforce engagement, visual network analytics, real time reporting & analytics, and others. The workforce engagement segment is expected to grow at a rapid pace during the forecast period owing to increasing necessity of optimizing workplace productivity on both employee levels and enterprise.

Hosted segment is projected to hold a considerable market share

On the basis of deployments, the global contact centre transformation market is bifurcated into on-premise and hosted. The hosted segment is expected to account for major market share over the forecast period due to effective engagement with client across various social media platforms.

BFSI segment is estimated to account for a significant market share

In terms of end-users, the market is divided into IT & telecom, government, BFSI, travel & hospitality, healthcare, consumer goods & retail, and others. The BFSI segment is estimated to account for a significant market share during the forecast period owing to increased adoption of contact center transformation solutions to offer first call resolutions for customer service requests. However, the consumer goods & retail segment is anticipated to expand at a substantial CAGR during the forecast period in the coming years due to integration of customer data with real time analytics helping the organization to track buying pattern of customers.

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North America is anticipated to constitute a key market share

In terms of region, the global contact centre transformation market is classified as Asia Pacific, North America, Latin America, Europe, and Middle East & Africa. North America is expected to constitute a key share of the market during the projected period owing to rapid investment and adoption of new technologies in contact center. However, the Asia Pacific market is anticipated to register a rapid growth pace during the forecast period due to surge in small & medium enterprises and shifting of large enterprises towards cost effective cloud-based technology.

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