United States Contact Center Software Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opportunity 2024-32
                     United States Contact 
Center Software Market 
Research and Forecast 
Report 2024-2032
Format: PDF+EXCEL
© 2023 IMARC All Rights Reserved 
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In ternat ional  Market  Analys is  Research and Consul t ing Group is  a leading adv iser  on management  
s t rategy and market  research wor ldwide.  We par tner  wi th c l ients  in  a l l  regions and indust ry  
vert ica ls  to  ident i fy  thei r  h ighest -value oppor tuni t ies,  address thei r  most  cr i t ica l  chal lenges,  and 
t ransform thei r  bus inesses.
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developments  for  bus iness leaders  in  pharmaceut ica l ,  indust r ia l ,  and h igh technology 
organizat ions.  Market  forecasts  and indust ry  analys is  for  b iotechnology,  advanced mater ia ls ,  
chemicals ,  food and beverage,  t ravel  and tour ism, nanotechnology and novel  process ing methods 
are at  the top of  the company’s  exper t ise.
IMARC’s ta i lored approach combines unfathomable ins ight  in to the dynamics o f  companies and 
markets wi th c lose cooperat ion at  a l l  levels  of  the c l ient  organizat ion.  This ensures that  our  c l ients 
achieve unmatchable compet i t ive advantage,  bui ld  more pro f ic ient  organizat ions,  and secure 
las t ing resul ts .
A cc o r d i ng  t o  t h e  l a te s t  r e p o r t  b y  I MA R C  G r o up ,  t i t l e d  " U n i te d  S t a te s  C o n ta c t  C e n te r  
S o f t w ar e  M a rk e t :  In d u s t r y  T r en d s ,  S h a r e ,  S i z e ,  G r o wt h ,  O p p o r t u n i ty  a n d  F o r e c a s t  
20 2 4 - 2 03 2 , "  t h e  U n i t e d  S t a te s  c o n t a c t  c e n t e r  s o f t w a r e  ma r k e t  s i z e  i s  p ro j e c t e d  to  
ex h i b i t  a  g r o w th  r a t e  ( C A GR )  o f  1 5 . 20 %  d u r i n g  2 02 4 - 2 0 32 .
C on t a c t  c en t e r  s o f t w a r e  i s  a  s op h i s t i c a t e d  t e c h no l o g y  s o l u t i o n  t h a t  e n a b l e s  bu s i n e s se s  
Report t o  ma n a ge  c u s to m e r  c om m un i c a t i o ns  a c r os s  v a r i o u s  ch a n n e l s  e f f i c i e n t l y ,  s u c h  a s  
ph o n e ,  e m a i l ,  c h a t ,  a n d  s o c i a l  m e d i a .  T h i s  so f t w a re  s t r e a m l i ne s  o p e r a t i o n s  b y  
i n te g r a t i ng  to o l s  f o r  c u s t o me r  i n te r a c t i on ,  w o r k f o r c e  m a n a ge m e n t ,  a n d  a n a l y t i c s ,  
Highlight and p r o v i d i n g  a  u n i f i ed  p l a t f o r m  t o  d e l i ve r  e x ce p t i o n a l  c u s to m e r  s e r v i ce .  
I t  e n h a n ce s  t h e  re s p o ns i v e n e ss  o f  a g e n t s ,  a l l o w s  fo r  p e rs o n a l i z ed  c u s t o m e r  
Description i n te r a c t i on s ,  a nd  f a c i l i t a t e s  r e a l - t i me  de c i s i o n - m a k i ng  ba s e d  on  co m p r eh e n s i v e  an a l y t i c s .  B y  o p t i m i z i n g  c u s t o me r  en g a g e me n t ,  c o n ta c t  ce n t e r  s o f tw a r e  h e l p s  i n  
bu i l d i n g  s t ro n g e r  cu s t o me r  r e l a t i o n s h i p s ,  i n c r e as i n g  c us t o me r  s a t i s fa c t i o n ,  a n d  d r i v i ng  
cu s t o me r  l o y a l t y ,  t he r e b y  e m p o w er i n g  bu s i n e s se s  t o  a c h i e v e  t h e i r  c u s t om e r  s e r v i c e  
ob j ec t i v es  e f f ec t i v e l y .
R eq u e s t  f o r  a  P D F  sa m p l e  o f  t h i s  re p o r t :  
h t t p s : / /w w w . i ma r c g r o u p . co m / u n i te d - s t a t e s -c o n t ac t - c e n t e r - s o f t w a r e - m a rk e t / r eq u e s t sa m p
l e
Report Description
U n i t e d  S t a t e s  C o n t a c t  C e n t e r  S o f t w a r e  M a r k e t  T r e n d s :
T h e  U n i t e d  S t a t e s  c o n t a c t  c e n t e r  s o f t w a r e  m a r k e t  i s  e x p e r i e n c i n g  s i g n i f i c a n t  g r o w t h ,  d r i v e n  b y  t h e  i n c r e a s i n g  e m p h a s i s  o n  
e n h a n c i n g  c u s to m e r  e x p e r i e n c e  a n d  b u i l d i n g  s u s ta i n e d  c u s t o m e r  r e l a t i o n s h i p s ,  w h i c h  i s  p i v o ta l  i n  t o d a y ' s  c o m p e t i t i v e  b u s i n e s s  
l a n d s c a p e .  C o m p a n i e s  a r e  r a p i d l y  a d o p t i n g  a d v a n c e d  c o n t a c t  c e n te r  s o l u t i o n s  t o  o f f e r  s u p e r i o r  s e r v i c e ,  p e r s o n a l i z e d  i n t e r a c t i o n s ,  
a n d  s e a m l e s s  o m n i c h a n n e l  s u p p o r t .  T h e  i n t e g r a t i o n  o f  a r t i f i c i a l  i n t e l l i g e n c e  ( A I )  a n d  m a c h i n e  l e a r n i n g  ( M L )  t e c h n o l o g i e s  i s  a  
p r o m i n e n t  t r e n d ,  r e v o l u t i o n i z i n g  h o w  c u s to m e r  i n q u i r i e s  a r e  h a n d l e d  b y  e n a b l i n g  f e a t u r e s  l i k e  p r e d i c t i v e  a n a l y t i c s ,  i n t e l l i g e n t  c a l l  
r o u t i n g ,  a n d  a u to m a t e d  c u s to m e r  a s s i s t a n c e  t h r o u g h  c h a t b o t s .  T h e r e  i s  a l s o  a  n o t i c e a b l e  s h i f t  t o w a r d  c l o u d - b a s e d  s o l u t i o n s ,  
o f f e r i n g  s c a l a b i l i t y ,  f l e x i b i l i t y ,  a n d  c o s t - e f f i c i e n c y ,  t h e r e b y  a l l o w i n g  b u s i n e s s e s  o f  a l l  s i z e s  t o  l e v e r a g e  s t a te - o f - t h e - a r t  c o n ta c t  
c e n te r  f u n c t i o n a l i t i e s .  T h e  g r o w i n g  d e ma n d  f o r  d a t a  a n a l y t i c s  a n d  r e a l - t i m e  i n s i g h t s  r e p r e s e n t  a n o t h e r  t r e n d ,  e m p o w e r i n g  
b u s i n e s s e s  t o  m a k e  i n f o r m e d  d e c i s i o n s ,  o p t i m i z e  o p e r a t i o n s ,  a n d  e n h a n c e  c u s t o m e r  s a t i s f a c t i o n  p r o a c t i v e l y .  F u r t h e r m o r e ,  t h e  
r i s e  o f  r e m o t e  w o r k  h a s  u n d e r s c o r e d  t h e  i m p o r t a n c e  o f  v i r t u a l  c o n t a c t  c e n t e r  c a p a b i l i t i e s ,  e n a b l i n g  a g e n t s  t o  p r o v i d e  c o n s i s t e n t  
c u s to m e r  s e r v i c e  f r o m  a n y  l o c a t i o n .  T h e s e  d r i v e r s  a n d  t r e n d s  c o l l e c t i v e l y  u n d e r s c o r e  a  m a r k e t  t h a t  i s  r a p i d l y  e v o l v i n g  t o  m e e t  t h e  
d y n a m i c  n e e d s  o f  m o d e r n  b u s i n e s s e s ,  f o c u s i n g  o n  t e c h n o l o g y - d r i v e n ,  c u s to m e r - c e n t r i c  c o n t a c t  c e n t e r  s o l u t i o n s .
L o o k in g  f o r w a r d ,  t h e  m a r k e t  s i z e  i s  p r o je c t e d  t o  e x h ib i t  a  g r o w t h  r a t e  ( C A G R )  o f  1 5 .2 0 %  d u r in g  2 0 2 4 - 2 0 3 2 .
V ie w  R e p o r t  T O C ,  F i g u r e s  a n d  T a b l e s :  h t t p s : / / w w w . i m a r c g r o u p . c o m / u n i t e d - s t a t e s - c o n t a c t - c e n t e r - s o f t w a r e - m a r k e t
Component Insights:
• Solution
o Automatic Cal l  Distr ibution (ACD)
o Cal l  Recording
o Computer Telephony Integration (CTI)
o Customer Col laboration
Report o Dialer
Segmentation o Interactive Voice Responses ( IVR)
o Others
• Service
o Integration and Deployment
o Support and Maintenance
o Training and Consult ing
o Managed Services
Deployment Mode Insights:
• On-premises
• Cloud-based
Enterprise Size Insights:
• Large Enterprises
Report 
• Small  and Medium-sized Enterprises
Segmentation
End Use Insights:
• BFSI
• Consumer Goods and Retai l
• Government
• Healthcare
• IT and Telecom
• Travel  and Hospital i ty
• Others
Regional Insights:
Report • Northeast 
• Midwest 
Segmentation • South 
• West
How has the United States contact center software 
market performed so far and how will it perform in 
the coming years?
What has been the impact of COVID-19 on the 
United States contact center software market?
Key What is the breakup of the United States contact 
center software market on the basis of component?
Questions 
Answered in What is the breakup of the United States contact center software market on the basis of deployment 
mode?
the Report
What is the breakup of the United States contact 
center software market on the basis of enterprise 
size?
What is the breakup of the United States contact 
center software market on the basis of end use?
What are the various stages in the value chain of 
the United States contact center software market?
What are the key driving factors and challenges in 
the United States contact center software?
Key What is the structure of the United States contact 
center software market and who are the key 
players?
Questions 
What is the degree of competition in the United 
Answered in States contact center software market?
the Report
1     P r e f a c e
2     S c o p e  a n d  M e t h o d o l o g y
    2 . 1     O b j e c t i v e s  o f  t h e  S t u d y
    2 . 2     S t a k e h o l d e r s
    2 . 3     D a t a  S o u r c e s
        2 . 3 . 1     P r i m a r y  S o u r c e s
        2 . 3 . 2     S e c o n d a r y  S o u r c e s
    2 . 4     M a r k e t  E s t i m a t i o n
Table of         2 . 4 . 1     B o t t o m - U p  A p p r o a c h        2 . 4 . 2     T o p - D o w n  A p p r o a c h
    2 . 5     F o r e c a s t i n g  M e t h o d o l o g y
3     E x e c u t i v e  S u m m a r y
Contents 4    U n i t e d  S t a t e s  C o n t a c t  C e n t e r  S o f t w a r e  M a r k e t  -  I n t r o d u c t i o n    4 . 1     O v e r v i e w    4 . 2     M a r k e t  D y n a m i c s
    4 . 3     I n d u s t r y  T r e n d s
    4 . 4     C o m p e t i t i v e  I n t e l l i g e n c e
5    U n i t e d  S t a t e s  C o n t a c t  C e n t e r  S o f t w a r e  M a r k e t  L a n d s c a p e
    5 . 1     H i s t o r i c a l  a n d  C u r r e n t  M a r k e t  T r e n d s  ( 2 0 1 8 - 2 0 2 3 )
    5 . 2     M a r k e t  F o r e c a s t  (  2 0 2 4 - 2 0 3 2 )
6    U n i t e d  S t a t e s  C o n t a c t  C e n t e r  S o f t w a r e  M a r k e t  -  B r e a k u p  b y  C o m p o n e n t
    6 . 1     S o l u t i o n
        6 . 1 . 1  O v e r v i e w
        6 . 1 . 2  H i s t o r i c a l  a n d  C u r r e n t  M a r k e t  T r e n d s  ( 2 0 1 8 - 2 0 2 3 )
        6 . 1 . 3  M a r k e t  S e g m e n t a t i o n
           6 . 1 . 3 . 1  A u t o m a t i c  C a l l  D i s t r i b u t i o n  ( A C D )
           6 . 1 . 3 . 2  C a l l  R e c o r d i n g
           6 . 1 . 3 . 3  C o m p u t e r  T e l e p h o n y  I n t e g r a t i o n  ( C T I )
       
           6 . 1 . 3 . 4  C u s t o m e r  C o l l a b o r a t i o n
           6 . 1 . 3 . 5  D i a l e r
           6 . 1 . 3 . 6  I n t e r a c t i v e  V o i c e  R e s p o n s e s  ( I V R )
           6 . 1 . 3 . 7  O t h e r s
        6 . 1 . 4  M a r k e t  F o r e c a s t  (  2 0 2 4 - 2 0 3 2 )
    6 . 2     S e r v i c e
        6 . 2 . 1  O v e r v i e w
        6 . 2 . 2  H i s t o r i c a l  a n d  C u r r e n t  M a r k e t  T r e n d s  ( 2 0 1 8 - 2 0 2 3 )
        6 . 2 . 3  M a r k e t  S e g m e n t a t i o n
           6 . 2 . 3 . 1  I n t e g r a t i o n  a n d  D e p l o y m e n t
Table of            6 . 2 . 3 . 2  S u p p o r t  a n d  M a i n t e n a n c e           6 . 2 . 3 . 3  T r a i n i n g  a n d  C o n s u l t i n g
           6 . 2 . 3 . 4  M a n a g e d  S e r v i c e s
        6 . 2 . 4  M a r k e t  F o r e c a s t  (  2 0 2 4 - 2 0 3 2 )
Contents 7    U n i t e d  S t a t e s  C o n t a c t  C e n t e r  S o f t w a r e  M a r k e t  -  B r e a k u p  b y  D e p l o y m e n t  M o d e
    7 . 1     O n - p r e m i s e s
        7 . 1 . 1  O v e r v i e w
        7 . 1 . 2  H i s t o r i c a l  a n d  C u r r e n t  M a r k e t  T r e n d s  ( 2 0 1 8 - 2 0 2 3 )
        7 . 1 . 3  M a r k e t  F o r e c a s t  (  2 0 2 4 - 2 0 3 2 )
    7 . 2     C l o u d - b a s e d
        7 . 2 . 1  O v e r v i e w
        7 . 2 . 2  H i s t o r i c a l  a n d  C u r r e n t  M a r k e t  T r e n d s  ( 2 0 1 8 - 2 0 2 3 )
        7 . 2 . 3  M a r k e t  F o r e c a s t  (  2 0 2 4 - 2 0 3 2 )
8    U n i t e d  S t a t e s  C o n t a c t  C e n t e r  S o f t w a r e  M a r k e t  -  B r e a k u p  b y  
E n t e r p r i s e  S i z e
    8 . 1     L a r g e  E n t e r p r i s e s
        8 . 1 . 1  O v e r v i e w
        8 . 1 . 2  H i s t o r i c a l  a n d  C u r r e n t  M a r k e t  T r e n d s  ( 2 0 1 8 - 2 0 2 3 )
        8 . 1 . 3  M a r k e t  F o r e c a s t  (  2 0 2 4 - 2 0 3 2 )     
F o r  m o r e  i n f o r m a t i o n ,  v i s i t :  
h t t p s : / / w w w. i m a rc g ro u p . c o m / u n i t e d - s t a t e s - c o n t a c t - c e n t e r- s o f t w a r
e - m a r ke t / t o c
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