Contact Centre Transformation Market Report and Forecast 2025-2034

The global contact centre transformation market reached a value of D 33.29 Billion in 2024. The industry is further expected to grow at a CAGR of approximately 16.10% in the forecast period of 2025-2034 to reach a value of around USD 148.13 Billion by 2034.

North America to be a Significant Regional Market for Contact Centre Transformation

North America is a significant market for contact centre solutions and services due to the propensity and regulations governing enterprises to offer better customer services. The number of contact centres operating in the region is growing steadily, driving the market growth in the region. Businesses have adopted and invested in emerging technologies, such as cloud platforms, big data, and analytics in the North American region. Moreover, firms are increasingly seeking to improve their overall business productivity by optimising outward and inbound activities in the region, consequently promoting regional market growth.

The Asia Pacific region is expected to emerge as the fastest-growing regional market over the forecast period. Various factors, such as many small and medium enterprises and a broad customer base in the region, are likely to propel the regional market growth. Various small and medium firms are migrating to cloud-based solutions. Also, the large-scale adoption of cost-effective cloud-based solutions by large enterprises in the region is further anticipated to propel growth. The rapid growth of cloud-based contact centre adoption in the Asia Pacific region is mainly driven by the dramatic expansion of the data centre business. The increasing number of start-ups and customers’ willingness to adopt new technologies are driving the growth of the cloud-based contact centre market.

Large Enterprises Segment to Lead the Market Growth

The large enterprise segment dominates the market, owing to the increased adoption of contact centre transformation solutions for support, feedback, service, and marketing functions. Different providers are focusing on designing highly scalable and cluster-based customer engagement solutions for large enterprises. These solutions can scale easily with the multi-channel facility of chat, voice, SMS, social media interface, and email to improve customer engagement experience. The benefits of cloud-based contact centre solutions, such as the pay-per-use subscription model, higher scalability, improved flexibility, and customised client interactions that result in improved customer experience, are projected to drive significant demand among large enterprises.

Market Segmentations

Agents can efficiently upsell and cross-sell products while handling a service call with the help of contact centre transformation strategies. Adaptive call-routing solutions are becoming more popular among businesses as they allow companies to optimise calls depending on client preferences and personnel knowledge. Call centre transformation automation systems assist businesses in routing calls to individual personnel so that customers receive the best possible service.

The various solutions in the market are:

• Omnichannel Routing
• Real-Time Reporting and Analytics
• Social Media Analytics
• Visual Network Analytics
• Voice Biometrics
• Workforce Engagement
• Others

The different services provided by the market are:

• Integration and Deployment
• Support and Maintenance
• Training and Consulting
• Managed Services

By deployment, the market is divided into:

• On-Premises
• Hosted

Based on organisation size, the market is segmented into:

• Small and Medium Enterprises
• Large

The end-uses of the market are:

• Banking, Financial Services, and Insurance (BFSI)
• IT and Telecom
• Media and Entertainment
• Retail and Consumer
• Healthcare
• Others

The regional markets for the contact centre transformation industry can be divided into:

• North America
• Europe
• Asia Pacific
• Latin America
• Middle East and Africa

Growth in Consumer Interaction through Social Media Platforms Augmenting the Market Growth

Over the forecast period, increased consumer connection via social media platforms is expected to drive market growth. While on a customer call, the social networking platform makes it easier for an agent to work by providing insight into customer behaviour and previous complaints. Automation and artificial intelligence (AI) are two examples of advances that improve technical skills and increase agent productivity. The rising demand for the automation of contact centre operations can also be attributed to the growth of the global market. With integrated web services, customers can easily connect with contact centres. Customers often expect immediate or live assistance from agents. The contact centre transformation automation tools help businesses route calls to suitable agents to provide appropriate service to the customers. The outbreak of COVID-19 has favourably impacted the market. The explosion resulted in increased call volumes in the contact centres. Moreover, several contact centres have kept their critical interactions facilities functioning and also entered into partnerships and mergers and acquisitions, thereby propelling the need for automation tools. For example, Genesys partnered with Maximus, a government services company, in May 2020. The Maximus Genesys Engagement Platform, an integrated, cloud-based omnichannel contact centre solution for federal, state, and local government agencies, was the focus of the agreement. The Engagement Platform, powered by Genesys Engage, offers a unified set of features and functionalities across channels via a single voice and digital user interface.

Key Players in the Global Contact Centre Transformation Market

The report gives a detailed analysis of the following key players in the global contact centre transformation industry, covering their competitive landscape, capacity, and latest developments like mergers, acquisitions, and investments, expansions of capacity, and plant turnarounds:

• RingCentral, Inc.
• NICE Ltd.
• 8x8 Inc.
• Genesys Cloud Services, Inc.
• Five9, Inc.
• Enghouse System Limited.
• VOCALCOM SAS
• Others

The comprehensive report provides an in-depth assessment of the market based on the Porter's five forces model along with giving a SWOT analysis.