GITNUX MARKETDATA REPORT 2024

Contact Center Software Industry Statistics

The contact center software industry is projected to grow at a CAGR of 22.6% from 2021 to 2026, driven by increasing demand for omnichannel customer engagement solutions and the adoption of AI technologies.

With sources from: contactcenterpipeline.com, genesys.com, review42.com, marketstudyreport.com and many more

Statistic 1

The U.S. ends the year 2020 with about 3.4 million contact center employees.

Statistic 2

The average inbound contact center handles 42,542 inbound contacts every month.

Statistic 3

The Asia Pacific region is expected to exhibit the highest CAGR in the contact center software market from 2020 to 2027.

Statistic 4

The global Contact Center Software market is expected to reach USD 47.83 Billion by 2026.

Statistic 5

Customer experience will overtake price and product as the key brand differentiator by 2020.

Statistic 6

The United States is the largest user of contact center software, with over 66% of companies using some form of it.

Statistic 7

The average number of calls per agent per day is 50.

Statistic 8

The global cloud-based contact center market was valued at USD 11.01 billion in 2019 and is expected to reach USD 37.87 billion by 2025.

Statistic 9

85% of customer churn due to poor service was preventable.

Statistic 10

68% of businesses had reported that they were increasing the amount they invested in technology for customer service teams in the last few years.

Statistic 11

Around 38% of contact centers are planning to upgrade their software or tech stack.

Statistic 12

30% of customers prefer to contact brands via social channels rather than on the phone.

Statistic 13

66% of customer service teams use customer satisfaction (CSAT) scores as the primary metric to measure customer service success.

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In this post, we will explore key statistics shaping the contact center software industry. From the increasing number of contact center employees in the U.S. to the rising adoption of cloud-based solutions globally, these trends offer valuable insights into the evolving landscape of customer service and support.

Statistic 1

"The U.S. ends the year 2020 with about 3.4 million contact center employees."

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Statistic 2

"The average inbound contact center handles 42,542 inbound contacts every month."

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Statistic 3

"The Asia Pacific region is expected to exhibit the highest CAGR in the contact center software market from 2020 to 2027."

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Statistic 4

"The global Contact Center Software market is expected to reach USD 47.83 Billion by 2026."

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Statistic 5

"Customer experience will overtake price and product as the key brand differentiator by 2020."

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Statistic 6

"The United States is the largest user of contact center software, with over 66% of companies using some form of it."

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Statistic 7

"The average number of calls per agent per day is 50."

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Statistic 8

"The global cloud-based contact center market was valued at USD 11.01 billion in 2019 and is expected to reach USD 37.87 billion by 2025."

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Statistic 9

"85% of customer churn due to poor service was preventable."

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Statistic 10

"68% of businesses had reported that they were increasing the amount they invested in technology for customer service teams in the last few years."

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Statistic 11

"Around 38% of contact centers are planning to upgrade their software or tech stack."

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Statistic 12

"30% of customers prefer to contact brands via social channels rather than on the phone."

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Statistic 13

"66% of customer service teams use customer satisfaction (CSAT) scores as the primary metric to measure customer service success."

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Interpretation

In conclusion, the contact center industry is rapidly evolving as organizations prioritize customer experience and leverage technology to enhance service delivery. Key trends include the increasing adoption of contact center software globally, with the U.S. leading the way in usage. The market is projected to grow significantly, especially in the Asia Pacific region and in cloud-based solutions. Businesses are recognizing the importance of investing in technology for customer service teams to improve customer satisfaction and reduce churn. The shift towards digital channels for customer interactions is clear, emphasizing the need for contact centers to adapt and upgrade their software to meet changing customer preferences.

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