联络中心软体市场－全球产业规模、份额、趋势、机会及预测（按产品、部署、产业、地区、竞争）2020-2030F

2024年，全球联络中心软体市场规模为345.6亿美元，预计2030年将达到1,168.6亿美元，复合年增长率为22.51%。全球联络中心软体是指企业用来管理语音、电子邮件、即时聊天、简讯和社群媒体等多种管道客户互动的一套应用程式和工具。它使企业能够简化沟通流程、实现回应自动化、追踪客户咨询并提升整体服务品质。这些软体解决方案越来越多地与人工智慧 (AI)、机器学习 (ML) 和云端运算等新兴技术相结合，帮助企业提供无缝、个人化和高效的客户支援体验。

全球联络中心软体市场正蓬勃发展，这得益于几个关键因素。首先，各行各业向数位转型的转变促使企业采用先进的通讯技术以保持竞争力。云端服务的日益普及带来了灵活性、可扩展性和成本效益，使其成为各种规模企业的理想选择。此外，客户体验作为差异化因素的重要性日益提升，促使企业投资于能够更快解决问题、进行即时资料分析以及跨平台提供一致服务的工具。远距办公的兴起，尤其是在疫情后，进一步推动了对强大的云端联络中心解决方案的需求，这些解决方案能够支援远端座席并确保业务连续性。

关键市场驱动因素

全通路客户互动需求不断成长

主要市场挑战

资料安全与监管合规风险

主要市场趋势

人工智慧驱动的客户互动

目录

第 1 章：解决方案概述

• 市场定义
• 市场范围
  • 覆盖市场
  • 考虑学习的年限
  • 主要市场区隔

第二章：研究方法

第三章：执行摘要

第四章：顾客之声

第五章：全球联络中心软体市场展望

• 市场规模和预测
  • 按价值
• 市场占有率和预测
  • 按提供（自动呼叫分配 (ACD)、通话记录、电脑电话整合 (CTI)、客户协作、拨号器、互动式语音应答 (IVR)、报告与分析、劳动力优化、其他）
  • 按部署（託管、本机）
  • 按行业（BFSI、消费品和零售、政府、医疗保健、IT 和电信、旅游和酒店、其他）
  • 按地区（北美、欧洲、南美、中东和非洲、亚太地区）
• 按公司分类（2024）
• 市场地图

第六章：北美联络中心软体市场展望

• 市场规模和预测
• 市场占有率和预测
• 北美：国家分析
  • 美国
  • 加拿大
  • 墨西哥

第七章：欧洲联络中心软体市场展望

• 市场规模和预测
• 市场占有率和预测
• 欧洲：国家分析
  • 德国
  • 法国
  • 英国
  • 义大利
  • 西班牙

第八章：亚太地区联络中心软体市场展望

• 市场规模和预测
• 市场占有率和预测
• 亚太地区：国家分析
  • 中国
  • 印度
  • 日本
  • 韩国
  • 澳洲

第九章：中东和非洲联络中心软体市场展望

• 市场规模和预测
• 市场占有率和预测
• 中东和非洲：国家分析
  • 沙乌地阿拉伯
  • 阿联酋
  • 南非

第十章：南美洲联络中心软体市场展望

• 市场规模和预测
• 市场占有率和预测
• 南美洲：国家分析
  • 巴西
  • 哥伦比亚
  • 阿根廷

第 11 章：市场动态

• 驱动程式
• 挑战

第 12 章：市场趋势与发展

• 合併与收购（如有）
• 产品发布（如有）
• 最新动态

第十三章：公司简介

• Genesys Telecommunications Laboratories, Inc.
• Avaya LLC
• Nice Ltd.
• Five9, Inc.
• Cisco Systems, Inc
• 8x8, Inc.
• Oracle Corporation
• SAP SE

第 14 章：策略建议

第15章调查会社について・免责事项

Global Contact Center Software Market was valued at USD 34.56 Billion in 2024 and is expected to reach USD 116.86 Billion by 2030 with a CAGR of 22.51% through 2030. Global Contact Center Software refers to a suite of applications and tools used by businesses to manage customer interactions across multiple channels such as voice, email, live chat, SMS, and social media. It enables companies to streamline communication, automate responses, track customer inquiries, and enhance overall service quality. These software solutions are increasingly integrated with emerging technologies such as artificial intelligence (AI), machine learning (ML), and cloud computing, which help businesses provide seamless, personalized, and efficient customer support experiences.

The global market for contact center software is on the rise due to several key factors. First, the shift towards digital transformation across industries has led businesses to adopt advanced communication technologies to remain competitive. The increased adoption of cloud-based services offers flexibility, scalability, and cost-effectiveness, making it an attractive option for enterprises of all sizes. Moreover, the growing importance of customer experience as a differentiator has pushed companies to invest in tools that allow faster resolution, real-time data analytics, and consistent service across platforms. The rise of remote work, especially post-pandemic, has further fueled the need for robust, cloud-based contact center solutions that support remote agents and ensure business continuity.

Key Market Drivers

Increasing Demand for Omnichannel Customer Engagement

Businesses are increasingly prioritizing omnichannel strategies to deliver a seamless customer experience across platforms such as voice, chat, email, social media, and messaging apps. Customers now expect real-time, personalized communication regardless of the channel they use. This shift has driven the demand for contact center software that integrates and manages all interactions through a unified platform. Enterprises are adopting such tools to reduce service fragmentation and boost customer satisfaction.

As digital adoption continues to expand, companies recognize the need to centralize communication workflows. A unified interface enables customer service agents to maintain context across touchpoints, improving resolution time and customer loyalty. As a result, omnichannel capabilities have become a core purchasing criterion for contact center software solutions. According to some reports, 61 percent of U.S. customers used three or more communication channels to reach customer service in 2023. This statistic underscores the growing complexity of customer expectations, where consumers demand continuity across multiple platforms. Businesses failing to offer integrated, cross-channel support risk inconsistent service delivery and potential customer churn, thereby amplifying the need for omnichannel contact center solutions.

Key Market Challenges

Data Security and Regulatory Compliance Risks

As organizations increasingly rely on digital channels and cloud-based solutions for customer engagement, data security and regulatory compliance have emerged as critical concerns in the global contact center software market. Contact centers handle vast volumes of sensitive customer data-including personally identifiable information, payment details, and behavioral insights-which makes them attractive targets for cyberattacks. The growing complexity of cyber threats, including ransomware, phishing schemes, and insider breaches, places substantial pressure on software providers and enterprises alike to adopt advanced security measures. Failure to implement adequate security protocols not only jeopardizes customer trust but can also result in significant financial and reputational damage.

In parallel, organizations must navigate a rapidly evolving global regulatory landscape. Legal frameworks such as the General Data Protection Regulation in Europe, the California Consumer Privacy Act in the United States, and sector-specific guidelines in regions like Asia-Pacific impose strict obligations on data collection, storage, and processing. These regulations vary significantly by jurisdiction, adding complexity for multinational enterprises and cloud service providers operating across borders. Non-compliance can lead to substantial fines and operational disruptions, forcing contact center software vendors to invest heavily in regulatory alignment. Ensuring secure data flows, real-time auditing capabilities, and encryption across all touchpoints is no longer optional-it is a foundational requirement. Consequently, software providers must balance innovation with compliance, which can slow down product development cycles and increase overall costs, thus impeding the pace of market growth.

Key Market Trends

Artificial Intelligence-Powered Customer Interactions

The adoption of artificial intelligence in contact center software is transforming the way businesses engage with customers. AI-powered tools such as chatbots, virtual agents, and natural language processing engines are enabling real-time, intelligent conversations that improve response accuracy and efficiency. These tools can handle high-volume inquiries, provide 24/7 support, and reduce agent workload by automating routine tasks. Businesses benefit from faster response times, lower operational costs, and enhanced customer satisfaction through consistent, context-aware engagement.

Beyond basic automation, artificial intelligence is enabling predictive customer service and sentiment analysis. Advanced contact center platforms now use machine learning algorithms to analyze customer behavior, anticipate issues, and suggest proactive solutions to agents in real time. Sentiment analysis helps agents adapt their tone and responses based on the customer's emotional state, leading to improved resolution outcomes. As enterprises increasingly prioritize customer experience, artificial intelligence integration has become a strategic differentiator in software selection and deployment.

Key Market Players

• Genesys Telecommunications Laboratories, Inc.
• Avaya LLC
• Nice Ltd.
• Five9, Inc.
• Cisco Systems, Inc.
• 8x8, Inc.
• Oracle Corporation
• SAP SE

Report Scope:

In this report, the Global Contact Center Software Market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Contact Center Software Market, By Offering:

• Automatic Call Distribution (ACD)
• Call Recording
• Computer Telephony Integration (CTI)
• Customer Collaboration
• Dialer
• Interactive Voice Responses (IVR)
• Reporting & Analytics
• Workforce Optimization
• Others

Contact Center Software Market, By Deployment:

• Hosted
• On-premises

Contact Center Software Market, By Industry:

• BFSI
• Consumer Goods & Retail
• Government
• Healthcare
• IT & Telecom
• Traveling & Hospitality
• Others

Contact Center Software Market, By Region:

• North America
  • United States
  • Canada
  • Mexico
• Europe
  • Germany
  • France
  • United Kingdom
  • Italy
  • Spain
• Asia Pacific
  • China
  • India
  • Japan
  • South Korea
  • Australia
• Middle East & Africa
  • Saudi Arabia
  • UAE
  • South Africa
• South America
  • Brazil
  • Colombia
  • Argentina

Competitive Landscape

Company Profiles: Detailed analysis of the major companies present in the Global Contact Center Software Market.

Available Customizations:

Global Contact Center Software Market report with the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

• Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Solution Overview

• 1.1. Market Definition
• 1.2. Scope of the Market
  • 1.2.1. Markets Covered
  • 1.2.2. Years Considered for Study
  • 1.2.3. Key Market Segmentations

2. Research Methodology

• 2.1. Objective of the Study
• 2.2. Baseline Methodology
• 2.3. Key Industry Partners
• 2.4. Major Association and Secondary Sources
• 2.5. Forecasting Methodology
• 2.6. Data Triangulation & Validation
• 2.7. Assumptions and Limitations

3. Executive Summary

• 3.1. Overview of the Market
• 3.2. Overview of Key Market Segmentations
• 3.3. Overview of Key Market Players
• 3.4. Overview of Key Regions/Countries
• 3.5. Overview of Market Drivers, Challenges, and Trends

4. Voice of Customer

5. Global Contact Center Software Market Outlook

• 5.1. Market Size & Forecast
  • 5.1.1. By Value
• 5.2. Market Share & Forecast
  • 5.2.1. By Offering (Automatic Call Distribution (ACD), Call Recording, Computer Telephony Integration (CTI), Customer Collaboration, Dialer, Interactive Voice Responses (IVR), Reporting & Analytics, Workforce Optimization, Others)
  • 5.2.2. By Deployment (Hosted, On-premises)
  • 5.2.3. By Industry (BFSI, Consumer Goods & Retail, Government, Healthcare, IT & Telecom, Traveling & Hospitality, Others)
  • 5.2.4. By Region (North America, Europe, South America, Middle East & Africa, Asia Pacific)
• 5.3. By Company (2024)
• 5.4. Market Map

6. North America Contact Center Software Market Outlook

• 6.1. Market Size & Forecast
  • 6.1.1. By Value
• 6.2. Market Share & Forecast
  • 6.2.1. By Offering
  • 6.2.2. By Deployment
  • 6.2.3. By Industry
  • 6.2.4. By Country
• 6.3. North America: Country Analysis
  • 6.3.1. United States Contact Center Software Market Outlook
    • 6.3.1.1. Market Size & Forecast
      • 6.3.1.1.1. By Value
    • 6.3.1.2. Market Share & Forecast
      • 6.3.1.2.1. By Offering
      • 6.3.1.2.2. By Deployment
      • 6.3.1.2.3. By Industry
  • 6.3.2. Canada Contact Center Software Market Outlook
    • 6.3.2.1. Market Size & Forecast
      • 6.3.2.1.1. By Value
    • 6.3.2.2. Market Share & Forecast
      • 6.3.2.2.1. By Offering
      • 6.3.2.2.2. By Deployment
      • 6.3.2.2.3. By Industry
  • 6.3.3. Mexico Contact Center Software Market Outlook
    • 6.3.3.1. Market Size & Forecast
      • 6.3.3.1.1. By Value
    • 6.3.3.2. Market Share & Forecast
      • 6.3.3.2.1. By Offering
      • 6.3.3.2.2. By Deployment
      • 6.3.3.2.3. By Industry

7. Europe Contact Center Software Market Outlook

• 7.1. Market Size & Forecast
  • 7.1.1. By Value
• 7.2. Market Share & Forecast
  • 7.2.1. By Offering
  • 7.2.2. By Deployment
  • 7.2.3. By Industry
  • 7.2.4. By Country
• 7.3. Europe: Country Analysis
  • 7.3.1. Germany Contact Center Software Market Outlook
    • 7.3.1.1. Market Size & Forecast
      • 7.3.1.1.1. By Value
    • 7.3.1.2. Market Share & Forecast
      • 7.3.1.2.1. By Offering
      • 7.3.1.2.2. By Deployment
      • 7.3.1.2.3. By Industry
  • 7.3.2. France Contact Center Software Market Outlook
    • 7.3.2.1. Market Size & Forecast
      • 7.3.2.1.1. By Value
    • 7.3.2.2. Market Share & Forecast
      • 7.3.2.2.1. By Offering
      • 7.3.2.2.2. By Deployment
      • 7.3.2.2.3. By Industry
  • 7.3.3. United Kingdom Contact Center Software Market Outlook
    • 7.3.3.1. Market Size & Forecast
      • 7.3.3.1.1. By Value
    • 7.3.3.2. Market Share & Forecast
      • 7.3.3.2.1. By Offering
      • 7.3.3.2.2. By Deployment
      • 7.3.3.2.3. By Industry
  • 7.3.4. Italy Contact Center Software Market Outlook
    • 7.3.4.1. Market Size & Forecast
      • 7.3.4.1.1. By Value
    • 7.3.4.2. Market Share & Forecast
      • 7.3.4.2.1. By Offering
      • 7.3.4.2.2. By Deployment
      • 7.3.4.2.3. By Industry
  • 7.3.5. Spain Contact Center Software Market Outlook
    • 7.3.5.1. Market Size & Forecast
      • 7.3.5.1.1. By Value
    • 7.3.5.2. Market Share & Forecast
      • 7.3.5.2.1. By Offering
      • 7.3.5.2.2. By Deployment
      • 7.3.5.2.3. By Industry

8. Asia Pacific Contact Center Software Market Outlook

• 8.1. Market Size & Forecast
  • 8.1.1. By Value
• 8.2. Market Share & Forecast
  • 8.2.1. By Offering
  • 8.2.2. By Deployment
  • 8.2.3. By Industry
  • 8.2.4. By Country
• 8.3. Asia Pacific: Country Analysis
  • 8.3.1. China Contact Center Software Market Outlook
    • 8.3.1.1. Market Size & Forecast
      • 8.3.1.1.1. By Value
    • 8.3.1.2. Market Share & Forecast
      • 8.3.1.2.1. By Offering
      • 8.3.1.2.2. By Deployment
      • 8.3.1.2.3. By Industry
  • 8.3.2. India Contact Center Software Market Outlook
    • 8.3.2.1. Market Size & Forecast
      • 8.3.2.1.1. By Value
    • 8.3.2.2. Market Share & Forecast
      • 8.3.2.2.1. By Offering
      • 8.3.2.2.2. By Deployment
      • 8.3.2.2.3. By Industry
  • 8.3.3. Japan Contact Center Software Market Outlook
    • 8.3.3.1. Market Size & Forecast
      • 8.3.3.1.1. By Value
    • 8.3.3.2. Market Share & Forecast
      • 8.3.3.2.1. By Offering
      • 8.3.3.2.2. By Deployment
      • 8.3.3.2.3. By Industry
  • 8.3.4. South Korea Contact Center Software Market Outlook
    • 8.3.4.1. Market Size & Forecast
      • 8.3.4.1.1. By Value
    • 8.3.4.2. Market Share & Forecast
      • 8.3.4.2.1. By Offering
      • 8.3.4.2.2. By Deployment
      • 8.3.4.2.3. By Industry
  • 8.3.5. Australia Contact Center Software Market Outlook
    • 8.3.5.1. Market Size & Forecast
      • 8.3.5.1.1. By Value
    • 8.3.5.2. Market Share & Forecast
      • 8.3.5.2.1. By Offering
      • 8.3.5.2.2. By Deployment
      • 8.3.5.2.3. By Industry

9. Middle East & Africa Contact Center Software Market Outlook

• 9.1. Market Size & Forecast
  • 9.1.1. By Value
• 9.2. Market Share & Forecast
  • 9.2.1. By Offering
  • 9.2.2. By Deployment
  • 9.2.3. By Industry
  • 9.2.4. By Country
• 9.3. Middle East & Africa: Country Analysis
  • 9.3.1. Saudi Arabia Contact Center Software Market Outlook
    • 9.3.1.1. Market Size & Forecast
      • 9.3.1.1.1. By Value
    • 9.3.1.2. Market Share & Forecast
      • 9.3.1.2.1. By Offering
      • 9.3.1.2.2. By Deployment
      • 9.3.1.2.3. By Industry
  • 9.3.2. UAE Contact Center Software Market Outlook
    • 9.3.2.1. Market Size & Forecast
      • 9.3.2.1.1. By Value
    • 9.3.2.2. Market Share & Forecast
      • 9.3.2.2.1. By Offering
      • 9.3.2.2.2. By Deployment
      • 9.3.2.2.3. By Industry
  • 9.3.3. South Africa Contact Center Software Market Outlook
    • 9.3.3.1. Market Size & Forecast
      • 9.3.3.1.1. By Value
    • 9.3.3.2. Market Share & Forecast
      • 9.3.3.2.1. By Offering
      • 9.3.3.2.2. By Deployment
      • 9.3.3.2.3. By Industry

10. South America Contact Center Software Market Outlook

• 10.1. Market Size & Forecast
  • 10.1.1. By Value
• 10.2. Market Share & Forecast
  • 10.2.1. By Offering
  • 10.2.2. By Deployment
  • 10.2.3. By Industry
  • 10.2.4. By Country
• 10.3. South America: Country Analysis
  • 10.3.1. Brazil Contact Center Software Market Outlook
    • 10.3.1.1. Market Size & Forecast
      • 10.3.1.1.1. By Value
    • 10.3.1.2. Market Share & Forecast
      • 10.3.1.2.1. By Offering
      • 10.3.1.2.2. By Deployment
      • 10.3.1.2.3. By Industry
  • 10.3.2. Colombia Contact Center Software Market Outlook
    • 10.3.2.1. Market Size & Forecast
      • 10.3.2.1.1. By Value
    • 10.3.2.2. Market Share & Forecast
      • 10.3.2.2.1. By Offering
      • 10.3.2.2.2. By Deployment
      • 10.3.2.2.3. By Industry
  • 10.3.3. Argentina Contact Center Software Market Outlook
    • 10.3.3.1. Market Size & Forecast
      • 10.3.3.1.1. By Value
    • 10.3.3.2. Market Share & Forecast
      • 10.3.3.2.1. By Offering
      • 10.3.3.2.2. By Deployment
      • 10.3.3.2.3. By Industry

11. Market Dynamics

• 11.1. Drivers
• 11.2. Challenges

12. Market Trends and Developments

• 12.1. Merger & Acquisition (If Any)
• 12.2. Product Launches (If Any)
• 12.3. Recent Developments

13. Company Profiles

• 13.1. Genesys Telecommunications Laboratories, Inc.
  • 13.1.1. Business Overview
  • 13.1.2. Key Revenue and Financials
  • 13.1.3. Recent Developments
  • 13.1.4. Key Personnel
  • 13.1.5. Key Product/Services Offered
• 13.2. Avaya LLC
• 13.3. Nice Ltd.
• 13.4. Five9, Inc.
• 13.5. Cisco Systems, Inc
• 13.6. 8x8, Inc.
• 13.7. Oracle Corporation
• 13.8. SAP SE

14. Strategic Recommendations

15. About Us & Disclaimer