Blockchain Press Releases
Contact Center Software Market worth $109.7 billion by 2028 – Exclusive Report by MarketsandMarkets™
CHICAGO, July 31, 2023 /PRNewswire/ — Omnichannel experiences, cloud-based solutions, and AI integration will be the driving forces behind the future of the contact centre software market. While security and privacy precautions will continue to be of the utmost importance, data analytics, automation, and customer-centric technology will improve customer experiences.
The Contact Center Software Market is expected to grow from USD 41.9 billion in 2023 to USD 109.7 billion by 2028 at a CAGR of 21.2% during the forecast period, according to a new report by MarketsandMarkets™. The rising demand for analyzing audio and video conversations and the need to deliver an enhanced customer experience has driven market growth.
Browse in-depth TOC on “Contact Center Software Market“
278 – Tables
56 – Figures
300 – Pages
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Scope of the Report
|
Report Metrics |
Details |
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Market size available for years |
2017–2028 |
|
Base year considered |
2022 |
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Forecast period |
2023–2028 |
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Forecast units |
Million/Billion (USD) |
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Segments Covered |
Component (Solutions, Services), Organization Size, Deployment Mode, and Vertical |
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Geographies Covered |
North America, Latin America, Europe, Middle East & Africa, and Asia Pacific |
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Companies Covered |
Some of the key vendors offering contact center software across the globe include NICE (Israel), Genesys (US), AWS (US), IBM (US), Five9 (US), Twilio (US), Cisco (US), Mitel (Canada), BT (UK), Verizon (US), Vonage (US), Avaya (US), and more. |
Solutions segment to capture a significant market share during the forecast period
The Contact Center Software Market, by component, includes solutions and services. The solutions segment leads the Contact Center Software Market in terms of share. The contact center solutions transform industries by significantly streamlining contact center processes. The solutions also enable integrations with other supplementary business applications, such as CRM, out-of-the-box applications, and open APIs. Contact center services considered in the study are consulting services, implementation & integration services, and training, support, & maintenance.
Workforce Engagement Management solution segment to capture the second-largest market share
Workforce engagement management is an approach for increasing customer service agent engagement. These empower agents to deliver excellent customer experiences with instant access to innovative tools and insights. Engaged agents are committed to their employer, which includes helping the organization meet business objectives. Contact centers require continuous monitoring and control of agents’ ongoing work and interactions to ensure streamlined interactions and performance.
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North America segment to capture a significant market share during the forecast period
The Contact Center Software Market includes regional segmentation into Europe, Asia Pacific, North America, the Middle East and Africa, and Latin America. As per region, North America accounts for the largest market share in the global Contact Center Software Market in 2023, and this trend will persist during the forecast period. North America is the region with the most established contact center software adoption due to several factors, including the existence of large enterprises with sophisticated IT infrastructure and the availability of technical expertise. The US and Canada are North America’s two most significant Contact Center Software Market contributors. It is a region with strict regulations for several economic sectors and advanced technology. North America is known for its technological advancements and early adoption of innovative solutions. The large enterprises in this region are rapidly adopting contact center solutions and services to improve employee experience and tackle any business continuity challenges amid COVID-19. In North America, large enterprises and SMEs focus on developing innovative contact center software integrated with technological advancements, such as video analytics, AI, and ML; this would boost growth in the future.
Top Key Companies in Contact Center Software Market:
The key technology vendors in the market include NICE (Israel), IBM (US), Genesys (US), AWS (US), Five9 (US), Twilio (US), Mitel (Canada), Cisco (US), BT (UK), Verizon (US), Avaya (US), Vonage (US), 8×8 (US), Talkdesk (US), Alcatel Lucent Enterprise (France), Sinch (Sweden), Oracle (US), RingCentral (US), Lifesize (US), Content Guru (UK), Alvaria (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), West (US), NEC (Japan), ZTE (China), Vocalcom (France), Evolve IP (US), UJET (US), Amtelco (US), AVOXI (US), VCC Live (Hungary), Glia (US), Bright Pattern (US), ComputerTalk (Canada), and C-Zentrix (India).
Recent Developments:
- In June 2023, Genesys unveiled its new ai-powered employee experience solution, Genesys Cloud Ex. This solution helps businesses improve the employee experience in their contact centers by giving them the tools they need to be more productive, engaged, and satisfied.
- In June 2023, NICE announced that its CXone platform is now available as an EU sovereign cloud platform. CXone is an industry-leading cloud platform for customer experience (CX) that offers unmatched scalability, reliability, and a complete set of CX applications. With this announcement, organizations from any vertical across the EU can now choose CXone as their platform while meeting regulatory and compliance requirements.
- In June 2023, Amazon Connect Chat came with a new feature that offers more ways to customize the chat widget that comes with the service. It enables the user to add a logo and change the text in fields like “system message,” “bot,” “text input placeholder,” and “end chat.”
- In May 2023, BT and Five9 announced they are expanding their partnership to offer organizations global contact center services and solutions. As part of the expanded partnership, BT will now provide the Five9 Intelligent CX Platform as a managed service to new and existing customers. BT will install, configure, and maintain the Five9 platform, freeing customers to focus on their core business activities.
- In March 2023, Genesys and Acqueon partnered to help B2C organizations optimize proactive customer outreach. The partnership will combine Genesys’ ai-powered experience orchestration capabilities with Acqueon’s omnichannel workflows, predictive analytics, and ai to help organizations deliver personalized, compliant, and effective outbound customer interactions. Through the partnership, joint contact center customers can seamlessly leverage the Genesys Cloud CX platform’s artificial intelligence (AI)-based experience orchestration capabilities with the Acqueon omnichannel workflows, predictive analytics, AI, and built-in compliance suite.
- In March 2023, Five9 announced the general availability of Five9 Agent Assist 2.0 with AI Summary, powered by OpenAI. This new solution uses generative AI technology to summarize customer call transcripts in seconds, which can help businesses to reduce manual, after-call work and improve the efficiency of their contact centers.
- In January 2023, Mitel entered exclusive negotiations with Atos to acquire Unify. Unify provides Communication and Collaboration Services businesses (CCS) and Unified Communications and Collaboration (UCC). Mitel and Unify would serve a customer base of over 75 million users in nearly 100 countries and a channel community of more than 5,500 global partners. The proposed transaction would also notably expand Mitel’s reach and increase global revenues and profitability.
- In January 2023, Verizon Business introduced digital engagement capabilities to enhance the end-to-end digital customer journey for the Verizon Virtual Contact Center (VCC). The latest VCC digital solutions would help improve customer experiences.
- In July 2022, Amazon Connect launched Contact Lens integration with Contact Control Panel and Salesforce CTI Adapter.
- In June 2022, Avaya announced that it is reimagining digital campus learning with its Avaya OneCloud Experience Platform. The platform offers significant advantages for higher education institutions facing increased competition and slowing admission growth.
- In May 2022, Avaya and Microsoft expanded their strategic partnership by integrating Avaya’s OneCloud portfolio with Microsoft Azure to provide businesses with more options to enhance productivity, scalability, and customer engagement.
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Contact Center Software Market Advantages:
- The effective management of client contacts is made possible by contact centre software, which results in speedier response times, individualised service, and higher levels of customer satisfaction.
- Businesses can connect with clients on their preferred platforms thanks to the support provided by contemporary contact centre solutions for channels like voice, email, chat, social media, and SMS.
- By streamlining workflows and ensuring that client enquiries are routed to the most qualified agents, automation and intelligent routing capabilities boost productivity and decrease wait times.
- Real-time analytics and reporting offered by contact centre software give organisations the ability to track performance indicators, spot patterns, and make informed decisions.
- Contact centre software enables companies to cut operational expenditures like infrastructure upkeep and agent training by streamlining operations and minimising manual tasks.
- Cloud-based contact centre solutions are flexible and scalable, enabling organisations to simply scale up or down their operations in response to changing business needs or seasonal demand.
- CRM systems and other business applications can be integrated with contact centre software to give agents a comprehensive picture of client information and enable more informed interactions.
- Contact centre software delivers personalised customer experiences and assists organisations in anticipating customer demands by capturing client data and interaction history.
- Contact centre software offers round-the-clock customer care, boosting customer happiness and loyalty, with features like chatbots and self-service choices.
- Businesses acquire a competitive edge in their respective industries by offering greater customer service and developing stronger client relationships.
Report Objectives
- To define, describe, and forecast the Contact Center Software Market by component (solution and service), organization size, deployment model, vertical, and region
- To provide detailed information about the factors (drivers, opportunities, restraints, and challenges) that impact the growth of the Contact Center Software Market
- To analyze the opportunities in the market for stakeholders by identifying the high-growth segments of the Contact Center Software Market
- To forecast the size of the market segments for five regions, including North America, Europe, Asia Pacific, Middle East and Africa, and Latin America.
- To analyze subsegments of the market concerning individual growth trends, prospects, and contributions to the overall market.
- To profile the key players of the Contact Center Software Market and comprehensively analyze their market size and core competencies.
- To track and analyze the competitive developments, such as new product launches; product enhancements; partnerships & collaborations; and acquisitions; in the Contact Center Software Market globally.
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About MarketsandMarkets™
MarketsandMarkets™ is a blue ocean alternative in growth consulting and program management, leveraging a man-machine offering to drive supernormal growth for progressive organizations in the B2B space. We have the widest lens on emerging technologies, making us proficient in co-creating supernormal growth for clients.
The B2B economy is witnessing the emergence of $25 trillion of new revenue streams that are substituting existing revenue streams in this decade alone. We work with clients on growth programs, helping them monetize this $25 trillion opportunity through our service lines – TAM Expansion, Go-to-Market (GTM) Strategy to Execution, Market Share Gain, Account Enablement, and Thought Leadership Marketing.
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DUBAI, UAE, May 14, 2025 /PRNewswire/ — Bybit, the world’s second-largest cryptocurrency exchange by trading volume, has recently released a weekly crypto derivatives analytics report in collaboration with Block Scholes, followed by an exclusive insights report with the spotlight on ETH’ great comeback.
With investors flocking to ETH following the Pectra upgrade, the research shed light on what every trader is asking: will the ETH rally last? Leading the race since May 7, ETH has been a tour de force with wild gains dwarfing that of BTC’s.
Key Highlights:
- It wasn’t just Pectra: The new insights report by Bybit, published on Tuesday, attributed ETH’s “landmark surge” to drivers beyond the Pectra upgrade. A deep dive into underlying factors that built momentum for ETH’s breakout moment. Macroeconomic developments including signs of relief in the tariffs debacles created conditions for the broader markets to recover, while over $500 million in ETH short liquidations had an immediate and positive effect on its price performance.
The report also mapped out a change in leadership direction and Vitalik Buterin’s new vision for Ethereum, which include a package of reforms to streamline processes and boost efficiency and flexibility. With transition plans for existing projects, the leadership set out to build a more durable and scalable Ethereum blockchain with up to 100x throughput.
- ETH Outperformed BTC: In last week’s Bybit and Block Scholes report, ETH’s new high of single-day gain since 2021 outshone the top rest of the top ten cryptocurrencies. With the spike in implied volatility for short term tenors and ETH’s inverted term structure, crypto’s No. 2 currency won over derivatives traders placed $60 million more in calls than puts for ETH on May 8, 2025, in contrast to BTC’s muted structure.
ETH stood out in the rally across almost all indicators, radiating positivity from funding rates to the close to 10% put/call skew towards calls in the first week of May, a world apart from its 20% skew on the puts side only a month ago.
#Bybit / #TheCryptoArk /#BybitResearch
About Bybit
Bybit is the world’s second-largest cryptocurrency exchange by trading volume, serving a global community of over 70 million users. Founded in 2018, Bybit is redefining openness in the decentralized world by creating a simpler, open and equal ecosystem for everyone. With a strong focus on Web3, Bybit partners strategically with leading blockchain protocols to provide robust infrastructure and drive on-chain innovation. Renowned for its secure custody, diverse marketplaces, intuitive user experience, and advanced blockchain tools, Bybit bridges the gap between TradFi and DeFi, empowering builders, creators, and enthusiasts to unlock the full potential of Web3. Discover the future of decentralized finance at Bybit.com.
For more details about Bybit, please visit Bybit Press
For media inquiries, please contact: [email protected]
For updates, please follow: Bybit’s Communities and Social Media
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Blockchain Press Releases
Bybit Pay Goes Global: Seamless Crypto Payments Now Available in 15 Major Cryptocurrencies
DUBAI, UAE, May 13, 2025 /PRNewswire/ — Bybit, the world’s second-largest cryptocurrency exchange by trading volume, has announced the next phase of crypto innovation with the global launch of Bybit Pay. The ground-breaking crypto payment solution which debuted in Brazil is now available for all eligible global users of Bybit.
Bybit Pay Global: Joining the Crypto Payment Revolution
Initially launched in January 2025, Bybit Pay debuted in Brazil and recently presented itself at Web Summit Rio, where thousands of attendees got their hands on the instant payment solution at the Bybit booth. Starting now, over 70 million Bybit international users may live up their crypto lifestyle on the go with Bybit Pay. The expansion is a step forward in financial inclusion for Bybit’s global community, removing the need for costly legacy intermediaries and physical cards—all one needs is a compatible mobile device.
In a few days since its global launch, Bybit Pay recorded over 40,000 transactions. The digital payment gateway enables users to make payments across a global network of merchants online and offline. It currently supports 15 mainstream cryptocurrencies including USDT, USDC, BTC, ETH, XRP, MNT, BNB, TON, and more.
Bybit Pay has also released new features, Send and Receive:
- Bybit Pay Send allows users to transfer digital assets to business or individual payees in an instant using just the recipient’s email addresses, phone numbers, or Bybit User IDs in-app and on the Bybit website.
- Bybit Pay Receive enables users to get paid with a unique personal QR code tailored for their personal preferences of desired amounts or currencies.
The Bybit Pay platform integrates wallet management functionalities for both fiat and crypto. Built with blockchain-backed security, Bybit Pay ensures tamper-proof transactions through on-chain encryption, optimizing security and user privacy.
Leveraging the instant finality of cryptocurrencies, Bybit Pay offers a seamless and secure on and off-ramp experience for senders and receivers of digital assets.
Bybit Send & Earn: 100,000 USDT in Prizes
From now until May 30, eligible users may register for Bybit Send & Earn to share in a total prize pool of 100,000 USDT.
“Bybit is proud to play a role in advancing payment innovation with the global launch of Bybit Pay. It provides our users with an ultra user-friendly solution for their daily crypto spending and transaction needs, while Bybit gets to serve the broader community and bring more payment freedom and convenience to the underbanked,” said Krista Chan, Head of Marketing, Payment Business Unit at Bybit.
Bybit Pay currently serves global users who have successfully completed Identity Verification on Bybit. Users from Service Restricted Countries or local Bybit entities are not currently supported. For the latest updates and detailed terms and conditions, users may refer to the Bybit Pay official page.
#Bybit #TheCryptoArk
About Bybit
Bybit is the world’s second-largest cryptocurrency exchange by trading volume, serving a global community of over 70 million users. Founded in 2018, Bybit is redefining openness in the decentralized world by creating a simpler, open and equal ecosystem for everyone. With a strong focus on Web3, Bybit partners strategically with leading blockchain protocols to provide robust infrastructure and drive on-chain innovation. Renowned for its secure custody, diverse marketplaces, intuitive user experience, and advanced blockchain tools, Bybit bridges the gap between TradFi and DeFi, empowering builders, creators, and enthusiasts to unlock the full potential of Web3. Discover the future of decentralized finance at Bybit.com.
For more details about Bybit, please visit Bybit Press
For media inquiries, please contact: [email protected]
For updates, please follow: Bybit’s Communities and Social Media
Discord | Facebook | Instagram | LinkedIn | Reddit | Telegram | TikTok | X | Youtube
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Blockchain Press Releases
Midnight Foundation Launches to Support Growth of Secure and Decentralized Blockchain Network
Led by former Input | Output (IO) and Parity Technologies executive Fahmi Syed, the Midnight Foundation will support the growth of Midnight’s rational privacy ecosystem and guide its transition to full decentralization.
TORONTO, May 13, 2025 /PRNewswire/ — Consensus 2025 — Today marks the official launch of the Midnight Foundation, an organization committed to supporting the growth of the Midnight blockchain ecosystem. Midnight is a platform enabling decentralized applications that deliver rational privacy – programmable data protection with selective disclosure. The Foundation’s core mission is to foster a thriving developer community, expand access to Midnight’s privacy-first technology, and guide the network’s evolution toward full decentralization.
Through a wide range of initiatives—including open-source tooling, education, and targeted funding—the Foundation will support builders developing real-world use cases using Midnight. Crucially, the Foundation will also play a leading role in Midnight’s path to autonomous governance. As the network matures, control over protocol upgrades, treasury allocation, and ecosystem development will transition to NIGHT token holders through on-chain voting. The Foundation will ensure this transition is secure, transparent, and community-driven.
These efforts will be key to empowering the Foundation to redefine what Web3 infrastructure can become: private, compliant, decentralized—and ready for real-world adoption.
The Midnight Foundation will be led by Fahmi Syed who has been appointed as President. A recognized leader in decentralized governance and digital innovation, Syed brings over two decades of experience in financial strategy, operational leadership, and decentralized technology to the role. Most recently, he supported the development of the Midnight project at IO. Prior to that, he was CFO at Parity Technologies, the team behind Polkadot and Kusama, where he led financial operations during a period of rapid ecosystem expansion.
Earlier in his career, Syed was Chief Operating Officer at FIFTHDELTA, Europe’s largest hedge fund launch of 2021. He also held senior leadership roles at Marshall Wace, where he contributed to the firm’s global growth to $45 billion in assets under management.
The core development of the Midnight network itself was led by Shielded Technologies, an engineering spinout from IO, the creators of innovations such as Cardano.
Shielded Technologies was founded to pioneer privacy-first, regulation-ready decentralized technologies, and continues to play an integral role in supporting Midnight’s technical innovation and ecosystem growth.
Commenting on his appointment, Syed said: “The Midnight Foundation has an extraordinary opportunity to shape the future of decentralized technology in a way that truly protects users’ rights and privacy. I’m honored to lead this mission at such a critical time. Working alongside Shielded Technologies and its visionary CEO, Eran Barak, we are committed to building a thriving, global ecosystem that brings Midnight’s transformative technology to life for developers, businesses, and communities everywhere.”
A new kind of blockchain network, Midnight is designed to overcome the limitations of traditional blockchains that expose all transaction data by default. It uses zero-knowledge cryptography and a cooperative tokenomics design to enable truly private, censorship-resistant, and regulation-ready applications.
Its public utility token, NIGHT, enables governance and rewards, while its shielded resource, DUST, powers transactions without exposing metadata or wallet details. Unlike typical blockchain fee models, DUST is renewable, non-transferable, and decays over time – a radical new model that makes the network sustainable, privacy-protecting, and secure from economic exploitation.
Moving forward, the Midnight Foundation will look to build a wide ecosystem of partners, builders and token holders, working together to realize the potential of the Midnight blockchain network. We invite you to join us on this journey.
+++END+++
Media Contact:
Georgia Hanias
Midnight Foundation
[email protected]
About Midnight Foundation
The Midnight Foundation is an organization dedicated to advancing the development, adoption, and real-world impact of the Midnight network, the privacy enhancing blockchain project developed by Shielded Technologies. Designed for confidential smart contracts, Midnight enables censorship-resistant yet compliant decentralized applications. It leverages zero-knowledge proofs and a cooperative tokenomics architecture- with NIGHT as the utility token and DUST as the shielded transaction resource- to deliver a powerful combination of privacy, security, and decentralization.
For more information, visit: https://midnight.foundation
About Shielded Technologies
Shielded Technologies is an emerging engineering company pioneering privacy-enhancing, decentralized technologies designed for real-world compatibility. A spinout from leading Web3 venture studio Input Output, Shielded brings deep cryptographic expertise as the core technology partner for the Midnight Network — a new blockchain that leverages advanced cryptographic proofs and a cooperative tokenomics design to protect data and metadata while ensuring auditability and compliance. In collaboration with the Midnight Foundation, Shielded is shaping a global ecosystem that upholds the fundamental freedoms of association, commerce, and expression.
For more information, visit: https://shielded.io
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