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 |
|
Forecast period |
2023–2028 |
|
Forecast units |
Million/Billion (USD) |
|
Segments Covered |
Component (Solutions, Services), Organization Size, Deployment Mode, and Vertical |
|
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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Blockchain
First-Ever Creator Token Skyrockets to 100x – $DON, Launched by XCAD Network on Gate.io and MEXC, Delivers Stellar Performance on Day One
XCAD Network, a leading Watch2Earn tokenisation platform for YouTubers, has achieved significant success with its first-ever full product creator token $DON, in collaboration with Donato Muñoz (TheDonato), a popular YouTube star with 40M+ subscribers and 7B views recognised for exciting content about video games. Since its launch on the 8th of May, the new creator token has soared to a 100x all-time high, now sitting at 43x at US$0.043, achieved a 24-hour trading volume of US$2.7 million, and attained an FDV of US$43 million, successfully redefining creator tokenisation and providing fans with unmatched access and rewards.
The new $DON token, launched and specifically tailored to meet the unique interests of TheDonato’s fanbase, features an array of exclusive benefits and engagement opportunities that capitalise on the growth of the creator economy. In anticipation of these perks, which include product rewards, exclusive raffle participation, and a significant role in influencing TheDonato’s content creation journey, the launch was live-streamed to the YouTuber’s 40M+ subscribers who have shown substantial enthusiasm by delving into purchasing the new creator token to enjoy these unique advantages.
Oliver Bell, CEO and Co-Founder of XCAD Network, expressed his excitement about the success of the new creator token launch: “Watching TheDonato’s fanbase rally behind the launch of the $DON token is incredibly affirming. It is a clear indication that our platform’s commitment to empowering content creators and engaging fans through innovative blockchain technology is resonating. This launch not only celebrates the success of TheDonato but also exemplifies our vision of transforming fan engagement into tangible rewards and opportunities. The imminent next steps involve launching the $DON token and integrating it into the XCAD app. This will enable fans to acquire and utilise the token to connect with Donato.”
Donato Muñoz (TheDonato) added: “The response from my fanbase to the $DON token has been overwhelmingly positive, marking a significant milestone early in its rollout. Their support is crucial to my growth as a content creator and illustrates the power of including fans directly in the content creation process. The launch was live-streamed to my fans, and it was an awesome event. We are just beginning this exciting journey together, and I am eager to explore how this collaborative approach will evolve, making content creation a more interactive and rewarding experience for every loyal supporter.”
Having onboarded YouTubers with over 800 million subscribers combined, XCAD Network is on a mission to bridge the gap between creators and their fans, while creating competitive advantages and additional monetary avenues for creators. The $DON token marks a crucial step in this journey by pushing TheDonato’s fanbase beyond the traditional boundaries of fan-creator interactions, developing a mutually rewarding relationship.
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Blockchain Press Releases
Korea Blockchain Week 2024 Announces Esteemed Headline Speakers, Claiming its Crown as the World’s Pre-eminent Web3 Conference
- As Korea rises as the Web3 capital, Korea Blockchain Week 2024 sets out as the platform to navigate the action-packed market, as well as the confluence of Web3 innovations and institutional capital
- The initial round of speakers unveiled include Ethereum Co-Founder Vitalik Buterin (Virtual), Evan Cheng from Sui Network, Mike Belshe from BitGo, and Yat Siu from Animoca Brands
SEOUL, South Korea, May 9, 2024 /PRNewswire/ — Korea Blockchain Week 2024, Asia’s premier Web3 festival, has announced its first batch of high-profile headline speakers for its much-anticipated return to Seoul. The seventh edition of Korea Blockchain Week (KBW) will take place 1-7 September 2024, with its flagship two-day “IMPACT” conference held between 3-4 September at the Walkerhill Hotels & Resorts, Seoul, South Korea.
KBW2024 is set to be one of the most anticipated global Web3 gatherings this year, building upon the success of its previous edition, which drew over 30,000 attendees and 250 speakers. Founded and organized by Web3 ecosystem builder, FACTBLOCK, and co-hosted by Asia’s leading Web3 VC fund, Hashed, this year’s KBW will cover the convergence of Web2 and Web3, underscoring the significance of Asia-powered growth, innovation and adoption that is fueling the global Web 3 ecosystem.
Seon-ik Jeon, CEO of FACTBLOCK; Founder and Host of KBW said: “KBW sets the benchmark for the highest calibre of global Web3 industry festivals and conferences. The continued return of our headline speakers, coupled with the addition of fresh luminaries to our roster, is a testament to the undeniable role KBW plays in capturing the confluence of Web3 innovations in the East and the West. As Korea, and Asia more broadly, emerge as the bellwether for Web3 adoption, this year’s KBW is poised to be the prime avenue to host impactful dialogues that underpins the renewed sense of optimism and excitement in today’s Web3 landscape.”
Bringing together leading investors, builders and founders in Web3 and beyond, this year’s IMPACT conference will feature foundational themes for Web3’s future, including applications, infrastructure, tech stack, institutional interest, art and culture, and many more. The impressive speaker line-up includes returning speakers from its 2023 IMPACT conference, such as Ethereum Co-Founder, Vitalik Buterin (Virtual); Arthur Hayes from Maelstrom; Caroline Pham from CFTC; Ed Felten from Offchain Labs; Mike Belshe from BitGo; Mo Shaikh from Aptos Labs; Muneeb Ali from Trust Machines; Sergey Nazarov from Chainlink. It also welcomes new headline speakers including Aleksander Larsen from Sky Mavis; Eli Ben-Sasson from Starkware; Evan Cheng from Sui Network; Keone Hon from Monad; and Yat Siu from Animoca Brands. More speakers can be found on the KBW website.
“Korea has garnered significant global interest due to its pool of talented developers in the realms of applications and content, which are crucial for widespread adoption,” said Simon Kim, CEO at Hashed. “Our goal for KBW2024 is to bring together distinguished speakers who can highlight the most captivating trends in the global blockchain market and shed light on the unique opportunities present in the Korean and Asian markets. By doing so, we aim to provide attendees with valuable insights and foster meaningful networking opportunities that drive innovation and collaboration in the industry.”
Gathering global industry leaders, top decision-makers and builders, the KBW2024 features its keystone conference IMPACT, along with other main events, which will be announced in the coming months. The super early bird pass for KBW 2024 is available from now until June 11, 2024. For more information and continued updates on Korea Blockchain Week 2024, please visit: https://koreablockchainweek.com/
Seonik Jeon, CEO of FACTBLOCK; Founder and Host of KBW is available for comments.
PR Newswire is the News Distribution Partner of the Korea Blockchain Week 2024.
About Korea Blockchain Week:
Founded by FACTBLOCK and co-hosted by Hashed, Korea Blockchain Week (KBW) is an annual global blockchain and web3 festival held in Seoul, South Korea, since 2018. It has been a gathering ground for the top global blockchain and web3 leaders and unifying diverse communities.
KBW curates multiple prestigious main events, including the flagship conference ‘IMPACT.’ This provides participants and attendees exclusive opportunities to exchange industry insights and indulge in an immersive blend of music, art, and culture, making KBW a unique and enriching experience for all involved.
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ROME, May 9, 2024 /PRNewswire/ — Raiinmaker, a Web3 and AI Technology company that has developed the Raiinmaker AI Super App and Raiinmaker Network is revolutionizing the monetization of users’ contribution to AI infrastructure. Today, Yield App proudly announced that an exclusive $200,000 allocation of Raiinmaker’s native token, $COIIN, will be the second-ever offering on its Angel Launchpad!
Established in 2018, Raiinmaker is on a mission to empower anyone with a smartphone anywhere in the world, to earn cryptocurrency through training AI models and running an independent validator node. By leveraging groundbreaking Web3 and AI technology, Raiinmaker provides a decentralized platform for AI developers and validators to collaborate securely and exchange AI models.
Validators on Raiinmaker earn rewards for their contributions, fostering a culture of active engagement and top-tier performance. The platform operates on a transparent governance framework, allowing community members to play a pivotal role in decision-making processes.
Raiinmaker’s token and platform are designed with interoperability in mind, ensuring seamless integration with major blockchain networks. The Raiinmaker Network Protocol harnesses decentralized AI and scalable Web3 infrastructure to redefine the value associated with identity, data, and behavior. Built on this network, Raiinmaker’s Super App is set to transform how users monetize their contributions to AI infrastructure via the platform’s native token, $COIIN.
Raiinmaker’s team is composed of industry veterans from corporate giants such as Disney, Oracle and Boeing. With a wealth of experience and a shared passion for innovation, this team is driving Raiinmaker’s mission to revolutionize the digital landscape.
“We’re excited to be the second project with our native token, $COIIN, as an offering on the Yield App Angel Launchpad and we share the same vision of providing investment opportunities for crypto enthusiasts,” said J.D. Seraphine, Founder and CEO of Raiinmaker.
Raiinmaker’s $COIIN token will be offered on the Yield App Angel Launchpad on 9 May 2024. To prepare for launch day, Yield App users can ensure they have a positive USDT balance in their Yield App wallet. This will be used for token allocation during the pledge period.
Before making their pledge, Yield App users must also have Gold tier, Diamond tier, or Angel status. This can be achieved by staking YLD on the Yield App platform. For more details on YLD and the loyalty program, visit the YLD page on Yield App’s website.
With Angel status, users enjoy exclusive benefits such as guaranteed minimum allocation on each Launchpad launch and no maximum pledge cap. Plus, Angel status includes all the benefits of Diamond tier, including top rates on all products. Users can now unlock unlimited access to Angel Launchpad by buying Lifetime Angel status with a one-time fee of 50,000 YLD or by staking 100,000 YLD.
During the pledge period, participants will need to submit a Base Protocol (BASE) address to receive their token allocation, paving the way for a seamless user experience.
“We are thrilled to welcome Raiinmaker and their innovative $COIIN token to the Yield App Angel Launchpad,” said Tim Frost, CEO of Yield App. “Our second Launchpad offering aligns with our vision of empowering users in the digital asset space, and opens up an exciting opportunity for our users with Gold tier, Diamond tier, or Angel status.”
For more updates on the official offering of $COIIN token, visit the Yield App Angel Launchpad website.
About Raiinmaker
Raiinmaker is a Web3 and AI Technology Company that has developed the Raiinmaker AI Super App and Raiinmaker Network Protocol, which revolutionizes the monetization of users’ contribution to AI infrastructure.
About Yield App
Yield App is a digital wealth platform that serves as a digital wealth partner to its customers. The company’s mission is to provide safe custody for digital assets and enable users to exchange and earn at market-leading rates. Yield App achieves this through its innovative technology that seamlessly bridges traditional and decentralized finance, offering users a more efficient and user-friendly way to manage their portfolios.
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