Global Contact Center Market 2018-2022 | Voice-based Interaction Segment Dominates the Global Market | Technavio

Technavio has published a new market research report on the global contact center market from 2018-2022. (Graphic: Business Wire)

LONDON--()--According to the latest market research report released by Technavio, the global contact center market is expected to accelerate at a CAGR close to 9% during the forecast period. The integration of IVR into contact centers is one of the key factors triggering the growth of the market.

This research report titled Global Contact Center Market 2018-2022 provides an in-depth analysis of the market in terms of revenue and emerging market trends. It also includes an up-to-date analysis and forecasts for various market segments and all geographical regions.

This report is available at a USD 1,000 discount for a limited time only: View market snapshot before purchasing

The market research analysis categorizes the global contact center market into the following segments by interaction:

  • Voice-based
  • Text-based
  • Social media-based

In 2017, the text-based interaction segment accounted for 31.75% of the global market and is projected to reach 36.39% by 2022, exhibiting almost 4.64% increase in market share.

Global contact center market: Top emerging trend

Integration of chatbots for better turnaround times is an emerging trend in the IT spending by region and industry space. Contact centers are trying to implement chatbots in their processes because, in the future, they must look for options other human agents to handle simple queries and provide better resolutions. Good customer service can lead to the success of a business. Moreover, chatbots will help enterprises in giving instant responses to customers, which will lead to a better turnaround time. Chatbots will also help enterprises delight their customers without losing the human touch. Thus, the integration of chatbots into contact centers will help in improving the customer experience. Hence, it will lead to an increase in the adoption of contact center solutions.

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Technavio’s sample reports are free of charge and contain multiple sections of the report including the market size and forecast, drivers, challenges, trends, and more.

Technavio’s report provides expert market research on the following topics:

Executive Report

  • Market Outline
  • Global Contact Center Market Overview

Market Insights

  • Market Sizing and Forecasts
  • Market Growth
  • Market Drivers and Challenges
  • Key Emerging Trends

Market Segmentation Analysis

  • Regional comparison (APAC, Americas, and EMEA)
  • Key leading countries
  • Market segmentation by interaction (voice-based, text-based, and social media-based)

Vendor Landscape

  • Vendor classification
  • Market positioning of vendors
  • Competitive scenario
  • Analysis of top vendors (Aspect, Cisco Systems, and Genesys)

About Technavio

Technavio is a leading global technology research and advisory company. Their research and analysis focuses on emerging market trends and provides actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions.

With over 500 specialized analysts, Technavio’s report library consists of more than 10,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio’s comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.

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Technavio Research
Jesse Maida
Media & Marketing Executive
US: +1 844 364 1100
UK: +44 203 893 3200

Release Summary

According to the latest market research report by Technavio, the global contact center market is expected to grow at a CAGR almost 9% until 2022.


Technavio Research
Jesse Maida
Media & Marketing Executive
US: +1 844 364 1100
UK: +44 203 893 3200