Market Overview

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


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

This press release features multimedia. View the full release here:

Technavio has published a new market research report on the global contact center market from 2018-2 ...

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

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
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.

Looking for more information on this market? Request
a free sample report

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

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

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.

If you are interested in more information, please contact our media team

View Comments and Join the Discussion!