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 |
|
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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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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SINGAPORE, March 19, 2025 /PRNewswire/ — AB DAO has officially announced a strategic partnership with Alpha Technology Group Limited (Nasdaq: ATGL). The two companies will integrate their respective strengths to drive the innovative application and adoption of artificial intelligence (AI) and blockchain technology across supply chain management, enterprise operations, and the Internet of Things (IoT).
Alpha Technology Group Limited (ATGL), listed on the Nasdaq in 2023, specializes in AI technology development. Its AI-powered enterprise resource planning (ERP) systems provide intelligent automation solutions, significantly enhancing corporate management efficiency.
AB DAO, a leading AI-driven blockchain infrastructure provider, has designed the AB IoT network specifically to integrate blockchain and IoT technologies. It has already developed mature prototype products, including blockchain-powered smart energy meters, self-service payment kiosks, access control systems, and secure storage solutions, demonstrating strong market potential across various industries.
With complementary strengths in both technology and market positioning, this partnership will focus on advancing AI and blockchain integration in logistics, supply chain, and enterprise management. By delivering more efficient and secure industry solutions, AB DAO and ATGL aim to accelerate innovation and achieve mutual success.
(Alpha Technology Group Limited Official Website: www.atgl.io)
AB DAO Ecosystem Continues to Expand
With the Hotcoin listing, users can now trade $AB on the following exchanges:
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AB will continue listing on more exchanges, expanding its ecosystem use cases and accelerating worldwide adoption.
AB DAO’s Goal: 100 Million $AB Holders
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Blockchain Press Releases
MEXC Dominates Token Listings with Highest Success Rate and Speed – TokenInsight Report
VICTORIA, Seychelles, March 19, 2025 /PRNewswire/ — MEXC, a global cryptocurrency exchange, has reaffirmed its leadership in token listings, surpassing competitors in speed, volume, and market positioning, according to the latest TokenInsight Crypto Exchange report. Covering the period from November 1, 2024, to February 15, 2025, the report provides key insights into how centralized exchanges (CEXs) adapt to shifting market narratives during the latest bull run and how these changes influence their listing strategies.
Key Takeaways
- MEXC ranked first in spot listings, with 461 new tokens added.
- The report recognized MEXC as a “Trend Capturer,” citing the strong performance of its early-listed tokens.
- MEXC led in the conversion success rate (82.46%) for memecoin listings.
- The exchange listed TRUMP just 2 hours and 20 minutes after its initial on-chain liquidity injection—far ahead of competitors.
- MEXC was among the first exchanges to list major trend-driven tokens, including PNUT, CHILLGUY, AIXBT, BIO, RIFSOL, TRUMP, and VINE.
MEXC Leads in Token Listings and Market Agility
Over the past three months, MEXC has listed 461 new spot trading pairs—1.5 times more than Gate.io and 4.5 times more than Bitget—demonstrating its superior ability to capture market momentum. The exchange has maintained a consistent two-week listing cycle, ensuring that traders gain early access to promising assets before they reach mainstream markets.
This agility is particularly evident in key industry trends, as MEXC has emerged as the first major exchange to list tokens tied to the four dominant narratives of the current market: Meme, DeSci, AI Agent, and Celebrity Tokens.
A Leader in Early Listings
The TokenInsight report recognizes MEXC as a “Trend Capturer” for positioning its traders ahead of major market moves. By listing tokens early in their lifecycle, the exchange enables traders to capitalize on rapid growth opportunities.
For example, CHILLGUY was listed when its market cap was below $150 million and surged to $600 million within just ten days. MEXC’s reputation for early-market foresight has been reinforced by its rapid listing of high-performing tokens, including PNUT, CHILLGUY, AIXBT, BIO, RIFSOL, TRUMP, and VINE. Many of these tokens experienced significant price surges post-listing.
A standout case is TRUMP, which MEXC listed on January 18 at 03:20 UTC, just 2 hours and 20 minutes after its initial on-chain liquidity injection—well ahead of other exchanges, which didn’t follow until after 10:00 UTC. This ultra-fast turnaround underscores MEXC’s sharp market responsiveness, allowing traders to access high-momentum tokens before broader adoption.
Quality in On-Chain Listings
Unlike platforms that focus solely on token volume, MEXC takes a selective approach, prioritizing high-potential on-chain assets. TokenInsight’s data reveals that MEXC’s 82.46% conversion rate from on-chain listings to its primary spot market far surpasses Gate.io’s 11.76%, highlighting its ability to identify sustainable projects.
Largest Market Share and Top 5 CEX Ranking
With its ability to identify and list emerging trends faster than competitors, MEXC continues to solidify its position among top-tier exchanges. Beyond leading in new listings, CoinDesk data confirms that MEXC captured the largest market share among centralized exchanges in February 2025 and secured a top-five ranking based on overall market share.
The full report is available on TokenInsight’s official website.
About MEXC
Founded in 2018, MEXC is dedicated to being “Your Easiest Way to Crypto.” Known for its extensive selection of trending tokens, airdrop opportunities, and low fees, MEXC serves over 34 million users across 170+ countries. With a focus on accessibility and efficiency, our advanced trading platform appeals to both new traders and seasoned investors alike. MEXC provides a seamless, secure, and rewarding gateway to the world of digital assets.
For more information, visit: MEXC Website | X | Telegram | How to Sign Up on MEXC
About TokenInsight
TokenInsight is a leading research and data analytics firm focused on the cryptocurrency and blockchain industry. Through detailed market reports and data-driven insights, TokenInsight provides actionable intelligence to investors, exchanges, and industry participants.
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Blockchain Press Releases
HTX Research Analysis: Bittensor’s dTAO Upgrade Redefines Decentralized AI Infrastructure
SINGAPORE, March 19, 2025 /PRNewswire/ — HTX Research, the research arm of HTX Group, has released an in-depth report titled, “dTAO and the Evolution of Bittensor: Reshaping Decentralized AI with Market-Driven Incentives.”. The evolution of artificial intelligence has transitioned from foundational model development to the refinement and optimization of existing systems, a trend exemplified by industry leaders such as DeepSeek and OpenAI. This analysis examines how Bittensor’s Dynamic TAO (dTAO) upgrade addresses inherent challenges within decentralized AI, positioning the network as a pioneering force in this emerging sector.
Bittensor’s Architecture: Foundation for a Decentralized AI Ecosystem
Bittensor’s architecture is structured around three core components: the Subtensor blockchain, a Polkadot parachain with EVM compatibility; 64 specialized subnets; and a governance-focused Root Subnet. The network employs a dual-key security system, Coldkey-Hotkey, and a subnet UID framework to facilitate secure and open participation for miners and validators. At the core of its operational model is the Yuma Consensus (YC), a dynamic incentive mechanism that diverges from traditional static reward systems. YC assesses validators’ weight vectors, derived from historical performance and stake, to distribute TAO rewards every 12 seconds, establishing a self-regulating “stake → weight → reward” loop. This mechanism aligns contributions with incentives while mitigating malicious activities through continuous adjustments.
The dTAO Upgrade: Market-Driven Resource Allocation
The dTAO upgrade, implemented on February 13, 2025, introduces liquidity pools for subnet tokens, fundamentally altering Bittensor’s economic framework. Key innovations include:
- Subnet Token Liquidity Pools: Each subnet’s dTAO tokens are paired with TAO in automated market-maker pools, enabling price discovery driven by supply-demand dynamics.
- Emission Rebalancing: 50% of new subnet emissions are injected into liquidity pools, incentivizing long-term participation.
- Validator-as-VC Dynamics: Validators now act as venture capitalists, strategically staking TAO into high-potential subnets to maximize returns.
This upgrade addresses previous systemic limitations, such as validator centralization, resource redundancy, and misaligned incentives. By linking subnet rewards to market performance, dTAO fosters competition, encouraging the development of specialized AI solutions, ranging from multimodal content detection to decentralized search engines.
Ecosystem Impact: Emergence of High-Performance Subnets
The implementation of dTAO has led to the emergence of high-performing subnets, operating within a self-reinforcing feedback loop where increasing token prices attract greater TAO emissions, subsequently drawing more users and validators. Examples include:
- Chutes: A CLI toolkit for deploying decentralized apps, Chutes’ subnet token surged rapidly, driven by its integration with Bittensor’s Subnets 19 and 56.
- Multi Modality (Subnet 4): Focused on AI-generated content detection, this subnet leverages balanced validator-miner challenges to ensure model accuracy.
However, projects like Kaito highlight potential pitfalls, demonstrating that technical proficiency alone does not guarantee success without robust integration with core product utility.
Despite the advancements introduced by dTAO, HTX Research also identifies ongoing challenges, including the lack of real-world demand drivers for TAO rewards, the potential for resource redundancy among overlapping subnets, and persistent validator centralization. To ensure sustained growth, HTX Research emphasizes the necessity for on-chain verifiability, standardized subnet performance benchmarking systems, and the integration of subnet token utility, such as governance or service access, to reduce speculative trading.
Bittensor’s dTAO upgrade signifies a transition from centralized governance to market-driven incentives. While challenges remain, the network’s architecture and economic model provide a solid foundation for decentralized AI innovation. As subnet tokens evolve into tools with tangible utility, Bittensor is positioned to redefine collaborative and competitive dynamics within AI ecosystems.
HTX Research remains committed to providing comprehensive analyses of these developments, offering actionable insights into the intersection of AI and blockchain technology. For the complete report, please visit Here.
About HTX Research:
HTX Research is the dedicated research arm of HTX Group, responsible for conducting in-depth analyses, producing comprehensive reports, and delivering expert evaluations across a broad spectrum of topics, including cryptocurrency, blockchain technology, and emerging market trends. Committed to providing data-driven insights and strategic foresight, HTX Research plays a pivotal role in shaping industry perspectives and supporting informed decision-making within the digital asset space. Through rigorous research methodologies and cutting-edge analytics, HTX Research remains at the forefront of innovation, driving thought leadership and fostering a deeper understanding of evolving market dynamics.
Contact: [email protected]
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