Contact Center Software Market Size & Share Analysis - Growth Trends & Forecasts (2025 - 2030)

The Report Covers Contact Center Software Companies and the Market is Segmented by Type (Outbound, Inbound, Omni-Channel), Deployment (Cloud, On-Premise), Service (Professional, Managed), End-User Industry (IT and Telecommunication, Healthcare, Retail), and Geography. The Report Offers Market Forecasts and Size in Value (USD) for all the Above Segments.

Contact Center Software Market Size & Share Analysis - Growth Trends & Forecasts (2025 - 2030)

Contact Center Software Market Size

Contact Center Software Market Summary
Study Period 2019 - 2030
Market Size (2025) USD 72.62 Billion
Market Size (2030) USD 172.64 Billion
CAGR (2025 - 2030) 18.91 %
Fastest Growing Market Asia Pacific
Largest Market North America
Market Concentration Low

Major Players

Contact Center Software Market Major Players

*Disclaimer: Major Players sorted in no particular order

Compare market size and growth of Contact Center Software Market with other markets in Technology, Media and Telecom Industry

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Contact Center Software Market Analysis

The Contact Center Software Market size is estimated at USD 72.62 billion in 2025, and is expected to reach USD 172.64 billion by 2030, at a CAGR of 18.91% during the forecast period (2025-2030).

The market is primarily driven by the increasing need to enhance customer experience at relatively lower costs. The growth of contact center software has been significant in recent years, driven by the need for businesses to effectively manage customer interactions across multiple channels.

  • The increasing demand for omnichannel customer engagement solutions drives the market growth. Customers today expect seamless interactions across multiple channels, including voice, email, chat, social media, and SMS. Contact center software that enables efficient management and integration of these channels is in high demand to deliver consistent and personalized customer experiences.
  • Salesforce, a leading customer relationship management (CRM) platform, offers omnichannel contact center solutions through its Service Cloud offering. This enables organizations to engage with customers across multiple channels, ensuring a seamless and unified experience. Organizations like Marriott International have leveraged such solutions to enhance customer service by providing personalized and consistent interactions across various touchpoints.
  • The growing emphasis on customer experience and personalization in contact center operations is also drives the market. Organizations recognize that delivering exceptional customer experiences and personalized interactions are crucial for building loyalty, driving customer satisfaction, and gaining a competitive edge. Contact center software with advanced personalization and customer journey management features is in high demand.
  • Genesys, a leading customer experience and contact center solution provider, offers a comprehensive suite of software solutions to enable personalized customer interactions. Their contact center software integrates with customer data to give agents a holistic view of each customer, enabling personalized engagement. Companies like Emirates Airlines have leveraged Genesys solutions to provide personalized experiences to their customers, leading to improved satisfaction and loyalty.
  • Integrating contact center software with legacy systems, such as CRM platforms, telephony systems, and databases, can be a complex and time-consuming. Legacy systems may have different architectures, data formats, and protocols, making integration a technical challenge. This complexity can lead to increased implementation costs, longer deployment times, and potential disruptions to ongoing operations.
  • According to a report by Ovum, legacy system integration is one of the top challenges organizations face when implementing contact center software. The report highlights that 63% of organizations struggle with integrating new contact center technologies with their existing systems and infrastructure.
  • The COVID-19 pandemic disrupted traditional contact center operations, necessitating remote work arrangements to ensure business continuity. Organizations had to quickly implement remote contact center solutions to enable agents to work from home or decentralized locations. This shift towards remote and distributed operations impacted the demand for contact center software that facilitates seamless communication, collaboration, and monitoring of remote agents.
  • According to a survey by Nemertes, 78.3% of organizations reported that COVID-19 caused them to transition more agents to remote work. This highlights the significant impact of the pandemic on remote work adoption in the contact center industry. There has also been an impact of the Russia-Ukraine war on the overall ecosystem.

Contact Center Software Industry Overview

The Contact Center Software market is highly fragmented with the presence of major players like Enghouse Interactive Inc., Cisco Systems Inc., Unify Inc.(Mitel), Five9 Inc., and Genesys Telecommunications Laboratories Inc. Players in the market are adopting strategies such as partnerships and acquisitions to enhance their product offerings and gain sustainable competitive advantage.

  • October 2023 - Enghouse Interactive, one of the global leading providers of mission-critical enterprise technologies, announced an expansion of its partnership with Intertec Systems. This collaboration is set to provide a comprehensive suite of video collaboration, enterprise video management contact center, and fleet management transportation solutions to the Middle Eastern market.
  • May 2023 - Five9, one of the leading global providers of the Intelligent CX Platform and long-established WTG, a global technology solutions provider, announced collaboration at the CX Summit EMEA in Porto. The partners would enhance their customers' cloud, digitization, and customer experience projects. By combining Five9's cloud-based contact center and AI solutions with WTG's technology expertise and consulting and integration services, consumers would benefit from a broad portfolio of innovative solutions and services. The joint expertise of both partners assists their customers to optimize individual business processes and increase their efficiency.

Contact Center Software Market Leaders

  1. Enghouse Interactive Inc.

  2. Cisco Systems Inc.

  3. Unify Inc.(Mitel)

  4. Five9 Inc.

  5. Genesys Telecommunications Laboratories Inc.

  6. *Disclaimer: Major Players sorted in no particular order
Contact Center Software Market Conc.jpg
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Contact Center Software Market News

  • April 2023 - Enghouse Interactive is a renowned global leader in contact center software and video technology solutions, providing its customers and partners the valuable advantage of choice by introducing version 5.3 of the Enghouse Interactive Quality Management Suite(QMS), its monitoring, comprehensive IP call and computer recording, and evaluation software. QMS allows managers to document consumer interactions, identify and address trouble spots, and provide consistent, detailed, and constructive feedback.
  • March 2023 - DVSAnalytics announced a partnership with XIMA that would offer contact centers with even more capabilities to enhance consumer service and manage their agent workforce efficiently. DVS's Encore Quality Management, Workforce Management, and Speech Analytics functionality equips XIMA consumers with an expanded toolset, arming them with enhanced ways to manage efficiencies of their contact center while elevating their customers' experience. 

Contact Center Software Market Report - Table of Contents

1. INTRODUCTION

  • 1.1 Study Assumptions and Market Definition
  • 1.2 Scope of the Study

2. RESEARCH METHODOLOGY

3. EXECUTIVE SUMMARY

4. MARKET INSIGHTS

  • 4.1 Market Overview
  • 4.2 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.2.1 Bargaining Power of Buyers/Consumers
    • 4.2.2 Bargaining Power of Suppliers
    • 4.2.3 Threat of New Entrants
    • 4.2.4 Threat of Substitute Products
    • 4.2.5 Intensity of Competitive Rivalry
  • 4.3 Assessment of the Impact of COVID-19 on the Market

5. MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Increasing Focus on Delivering Enhanced Customer Experience
    • 5.1.2 Increasing Demand for Automation and Reduction in Overall Cost of Contact Center Management
  • 5.2 Market Restraints
    • 5.2.1 Integration of New Solutions with Legacy Systems

6. MARKET SEGMENTATION

  • 6.1 By Type
    • 6.1.1 Outbound
    • 6.1.2 Inbound
    • 6.1.3 Omni-channel
    • 6.1.4 Workforce Optimization
    • 6.1.5 Reporting and Analytics
    • 6.1.6 Integration
    • 6.1.7 Other Types
  • 6.2 By Deployment
    • 6.2.1 Cloud
    • 6.2.2 On-premise
  • 6.3 By Service
    • 6.3.1 Professional
    • 6.3.2 Managed
  • 6.4 By End-user Industry
    • 6.4.1 IT and Telecommunication
    • 6.4.2 Healthcare
    • 6.4.3 Retail
    • 6.4.4 Government
    • 6.4.5 BFSI
    • 6.4.6 Media and Entertainment
    • 6.4.7 Education
    • 6.4.8 Other End-user Industries
  • 6.5 By Geography
    • 6.5.1 North America
    • 6.5.1.1 United States
    • 6.5.1.2 Canada
    • 6.5.2 Europe
    • 6.5.2.1 United Kingdom
    • 6.5.2.2 Germany
    • 6.5.2.3 France
    • 6.5.2.4 Rest of Europe
    • 6.5.3 Asia Pacific
    • 6.5.3.1 China
    • 6.5.3.2 India
    • 6.5.3.3 Japan
    • 6.5.3.4 Australia
    • 6.5.3.5 Rest of Asia Pacific
    • 6.5.4 Latin America
    • 6.5.5 Middle East and Africa

7. COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 Enghouse Interactive Inc.
    • 7.1.2 Cisco Systems Inc.
    • 7.1.3 Unify Inc. (Mitel)
    • 7.1.4 Five9 Inc.
    • 7.1.5 Genesys Telecommunications Laboratories Inc.
    • 7.1.6 Oracle Corporation
    • 7.1.7 SAP SE
    • 7.1.8 Mitel Networks Corp
    • 7.1.9 Avaya Inc.
    • 7.1.10 NEC Enterprise Solutions
    • 7.1.11 ZTE Corporation
    • 7.1.12 Vocalcom SA
    • 7.1.13 Aspect Software Inc.
  • *List Not Exhaustive

8. INVESTMENT ANALYSIS

9. FUTURE OF THE MARKET

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Contact Center Software Industry Segmentation

Contact center software is a collection of applications automating key process processes. Contact center software helps companies and organizations monitor and enhance customer experience, develop agents, control costs, maintain compliance with laws and regulations, etc. Contact centers typically include one or more call centers but may also have other types of customer contact channels, including emails, social media interactions, and webchats.

The Contact Center Software Market is segmented by type (outbound, inbound, omni-channel, workforce optimization, reporting and analytics, and integration), deployment (cloud, on-premise), service (professional, managed), end-user industry (IT and telecommunication, healthcare, retail, government, BFSI, media and entertainment, education), and geography (North America, Europe, Asia Pacific, Latin America, Middle East and Africa). The report offers market forecasts and size in value (USD) for all the above segments.

By Type Outbound
Inbound
Omni-channel
Workforce Optimization
Reporting and Analytics
Integration
Other Types
By Deployment Cloud
On-premise
By Service Professional
Managed
By End-user Industry IT and Telecommunication
Healthcare
Retail
Government
BFSI
Media and Entertainment
Education
Other End-user Industries
By Geography North America United States
Canada
Europe United Kingdom
Germany
France
Rest of Europe
Asia Pacific China
India
Japan
Australia
Rest of Asia Pacific
Latin America
Middle East and Africa
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Contact Center Software Market Research FAQs

How big is the Contact Center Software Market?

The Contact Center Software Market size is expected to reach USD 72.62 billion in 2025 and grow at a CAGR of 18.91% to reach USD 172.64 billion by 2030.

What is the current Contact Center Software Market size?

In 2025, the Contact Center Software Market size is expected to reach USD 72.62 billion.

Who are the key players in Contact Center Software Market?

Enghouse Interactive Inc., Cisco Systems Inc., Unify Inc.(Mitel), Five9 Inc. and Genesys Telecommunications Laboratories Inc. are the major companies operating in the Contact Center Software Market.

Which is the fastest growing region in Contact Center Software Market?

Asia Pacific is estimated to grow at the highest CAGR over the forecast period (2025-2030).

Which region has the biggest share in Contact Center Software Market?

In 2025, the North America accounts for the largest market share in Contact Center Software Market.

What years does this Contact Center Software Market cover, and what was the market size in 2024?

In 2024, the Contact Center Software Market size was estimated at USD 58.89 billion. The report covers the Contact Center Software Market historical market size for years: 2019, 2020, 2021, 2022, 2023 and 2024. The report also forecasts the Contact Center Software Market size for years: 2025, 2026, 2027, 2028, 2029 and 2030.

Contact Center Software Industry Report

Statistics for the 2025 Contact Center Software market share, size and revenue growth rate, created by Mordor Intelligence™ Industry Reports. Contact Center Software analysis includes a market forecast outlook for 2025 to 2030 and historical overview. Get a sample of this industry analysis as a free report PDF download.