Market Dynamics in Contact Center Software: Opportunities and Challenges Ahead

The contact center software market was estimated at USD 34.2 billion in 2022 and is likely to grow at a CAGR of 21.17% during 2023-2028 to reach USD 108.53 billion in 2028.

Contact center software enables both uni-channel and multi-channel call centers to effectively manage high volumes of outbound and inbound communications with customers. Various types of customer communication comprise VoIP calls, phone calls, fax, live chat, SMS/text, email, chatbot conversations, and social media messaging. The key function of software is to route customer contacts to agents and to report and track critical metrics regarding customer interactions.