コンタクトセンターソフトウェア市場- 世界の産業規模、シェア、動向、機会、予測、オファリング別、展開別、産業別、地域別、競合別2020～2030年

コンタクトセンターソフトウェアの世界市場規模は、2024年に345億6,000万米ドルで、2030年のCAGRは22.51%で、2030年には1,168億6,000万米ドルに達すると予測されています。

世界のコンタクトセンターソフトウェアは、音声、電子メール、ライブチャット、SMS、ソーシャルメディアなど、複数のチャネルにおける顧客とのやり取りを管理するために企業が使用するアプリケーションとツールのスイートを指します。これにより、企業はコミュニケーションを合理化し、応答を自動化し、顧客からの問い合わせを追跡し、全体的なサービス品質を高めることができます。これらのソフトウェアソリューションは、人工知能（AI）、機械学習（ML）、クラウドコンピューティングなどの新技術との統合が進んでおり、企業がシームレスでパーソナライズされた効率的なカスタマーサポート体験を提供するのに役立っています。

コンタクトセンターソフトウェアの世界市場は、いくつかの重要な要因により増加傾向にあります。まず、各産業のデジタル変革へのシフトにより、企業は競合を維持するために先進的通信技術を採用するようになりました。クラウドベースのサービス採用の増加は、柔軟性、拡大性、費用対効果を提供し、あらゆる規模の企業にとって魅力的な選択肢となっています。さらに、差別化要因として顧客体験の重要性が高まっていることから、企業はより迅速な解決、リアルタイムのデータ分析、プラットフォーム間での一貫したサービスを可能にするツールに投資するようになっています。特にパンデミック後のリモートワークの増加は、リモートエージェントをサポートし事業継続性を確保する、堅牢なクラウドベースのコンタクトセンターソリューションの必要性をさらに高めています。

主要市場促進要因

オムニチャネル・カスタマーエンゲージメントの需要の高まり

主要市場課題

データセキュリティと法規制遵守のリスク

主要市場動向

人工知能を活用したカスタマーインタラクション

目次

第1章 ソリューション概要

• 市場の定義
• 市場の範囲
  • 対象市場
  • 調査対象年
  • 主要市場セグメンテーション

第2章 調査手法

第3章 エグゼクティブサマリー

第4章 顧客の声

第5章 世界のコンタクトセンターソフトウェア市場展望

• 市場規模・予測
  • 金額別
• 市場シェア・予測
  • オファリング別（自動着信分配（ACD）、通話録音、コンピュータテレフォニー統合（CTI）、顧客コラボレーション、ダイヤラー、対話型音声応答（IVR）、レポートと分析、ワークフォース最適化、その他）
  • 展開別（ホスト型、オンプレミス型）
  • 産業別（BFSI、消費財・小売、政府、ヘルスケア、IT・通信、旅行・ホスピタリティ、その他）
  • 地域別（北米、欧州、南米、中東・アフリカ、アジア太平洋）
• 企業別（2024年）
• 市場マップ

第6章 北米のコンタクトセンターソフトウェア市場展望

• 市場規模・予測
• 市場シェア・予測
• 北米：国別分析
  • 米国
  • カナダ
  • メキシコ

第7章 欧州のコンタクトセンターソフトウェア市場展望

• 市場規模・予測
• 市場シェア・予測
• 欧州：国別分析
  • ドイツ
  • フランス
  • 英国
  • イタリア
  • スペイン

第8章 アジア太平洋のコンタクトセンターソフトウェア市場展望

• 市場規模・予測
• 市場シェア・予測
• アジア太平洋：国別分析
  • 中国
  • インド
  • 日本
  • 韓国
  • オーストラリア

第9章 中東・アフリカのコンタクトセンターソフトウェア市場展望

• 市場規模・予測
• 市場シェア・予測
• 中東・アフリカ：国別分析
  • サウジアラビア
  • アラブ首長国連邦
  • 南アフリカ

第10章 南米のコンタクトセンターソフトウェア市場展望

• 市場規模・予測
• 市場シェア・予測
• 南米：国別分析
  • ブラジル
  • コロンビア
  • アルゼンチン

第11章 市場力学

• 促進要因
• 課題

第12章 市場動向と発展

• 合併と買収
• 製品上市

第13章 企業プロファイル

• Genesys Telecommunications Laboratories, Inc.
• Avaya LLC
• Nice Ltd.
• Five9, Inc.
• Cisco Systems, Inc
• 8x8, Inc.
• Oracle Corporation
• SAP SE

第14章 戦略的提言

第15章 調査会社について・免責事項

Global Contact Center Software Market was valued at USD 34.56 Billion in 2024 and is expected to reach USD 116.86 Billion by 2030 with a CAGR of 22.51% through 2030. Global Contact Center Software refers to a suite of applications and tools used by businesses to manage customer interactions across multiple channels such as voice, email, live chat, SMS, and social media. It enables companies to streamline communication, automate responses, track customer inquiries, and enhance overall service quality. These software solutions are increasingly integrated with emerging technologies such as artificial intelligence (AI), machine learning (ML), and cloud computing, which help businesses provide seamless, personalized, and efficient customer support experiences.

The global market for contact center software is on the rise due to several key factors. First, the shift towards digital transformation across industries has led businesses to adopt advanced communication technologies to remain competitive. The increased adoption of cloud-based services offers flexibility, scalability, and cost-effectiveness, making it an attractive option for enterprises of all sizes. Moreover, the growing importance of customer experience as a differentiator has pushed companies to invest in tools that allow faster resolution, real-time data analytics, and consistent service across platforms. The rise of remote work, especially post-pandemic, has further fueled the need for robust, cloud-based contact center solutions that support remote agents and ensure business continuity.

Key Market Drivers

Increasing Demand for Omnichannel Customer Engagement

Businesses are increasingly prioritizing omnichannel strategies to deliver a seamless customer experience across platforms such as voice, chat, email, social media, and messaging apps. Customers now expect real-time, personalized communication regardless of the channel they use. This shift has driven the demand for contact center software that integrates and manages all interactions through a unified platform. Enterprises are adopting such tools to reduce service fragmentation and boost customer satisfaction.

As digital adoption continues to expand, companies recognize the need to centralize communication workflows. A unified interface enables customer service agents to maintain context across touchpoints, improving resolution time and customer loyalty. As a result, omnichannel capabilities have become a core purchasing criterion for contact center software solutions. According to some reports, 61 percent of U.S. customers used three or more communication channels to reach customer service in 2023. This statistic underscores the growing complexity of customer expectations, where consumers demand continuity across multiple platforms. Businesses failing to offer integrated, cross-channel support risk inconsistent service delivery and potential customer churn, thereby amplifying the need for omnichannel contact center solutions.

Key Market Challenges

Data Security and Regulatory Compliance Risks

As organizations increasingly rely on digital channels and cloud-based solutions for customer engagement, data security and regulatory compliance have emerged as critical concerns in the global contact center software market. Contact centers handle vast volumes of sensitive customer data-including personally identifiable information, payment details, and behavioral insights-which makes them attractive targets for cyberattacks. The growing complexity of cyber threats, including ransomware, phishing schemes, and insider breaches, places substantial pressure on software providers and enterprises alike to adopt advanced security measures. Failure to implement adequate security protocols not only jeopardizes customer trust but can also result in significant financial and reputational damage.

In parallel, organizations must navigate a rapidly evolving global regulatory landscape. Legal frameworks such as the General Data Protection Regulation in Europe, the California Consumer Privacy Act in the United States, and sector-specific guidelines in regions like Asia-Pacific impose strict obligations on data collection, storage, and processing. These regulations vary significantly by jurisdiction, adding complexity for multinational enterprises and cloud service providers operating across borders. Non-compliance can lead to substantial fines and operational disruptions, forcing contact center software vendors to invest heavily in regulatory alignment. Ensuring secure data flows, real-time auditing capabilities, and encryption across all touchpoints is no longer optional-it is a foundational requirement. Consequently, software providers must balance innovation with compliance, which can slow down product development cycles and increase overall costs, thus impeding the pace of market growth.

Key Market Trends

Artificial Intelligence-Powered Customer Interactions

The adoption of artificial intelligence in contact center software is transforming the way businesses engage with customers. AI-powered tools such as chatbots, virtual agents, and natural language processing engines are enabling real-time, intelligent conversations that improve response accuracy and efficiency. These tools can handle high-volume inquiries, provide 24/7 support, and reduce agent workload by automating routine tasks. Businesses benefit from faster response times, lower operational costs, and enhanced customer satisfaction through consistent, context-aware engagement.

Beyond basic automation, artificial intelligence is enabling predictive customer service and sentiment analysis. Advanced contact center platforms now use machine learning algorithms to analyze customer behavior, anticipate issues, and suggest proactive solutions to agents in real time. Sentiment analysis helps agents adapt their tone and responses based on the customer's emotional state, leading to improved resolution outcomes. As enterprises increasingly prioritize customer experience, artificial intelligence integration has become a strategic differentiator in software selection and deployment.

Key Market Players

• Genesys Telecommunications Laboratories, Inc.
• Avaya LLC
• Nice Ltd.
• Five9, Inc.
• Cisco Systems, Inc.
• 8x8, Inc.
• Oracle Corporation
• SAP SE

Report Scope:

In this report, the Global Contact Center Software Market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Contact Center Software Market, By Offering:

• Automatic Call Distribution (ACD)
• Call Recording
• Computer Telephony Integration (CTI)
• Customer Collaboration
• Dialer
• Interactive Voice Responses (IVR)
• Reporting & Analytics
• Workforce Optimization
• Others

Contact Center Software Market, By Deployment:

• Hosted
• On-premises

Contact Center Software Market, By Industry:

• BFSI
• Consumer Goods & Retail
• Government
• Healthcare
• IT & Telecom
• Traveling & Hospitality
• Others

Contact Center Software Market, By Region:

• North America
  • United States
  • Canada
  • Mexico
• Europe
  • Germany
  • France
  • United Kingdom
  • Italy
  • Spain
• Asia Pacific
  • China
  • India
  • Japan
  • South Korea
  • Australia
• Middle East & Africa
  • Saudi Arabia
  • UAE
  • South Africa
• South America
  • Brazil
  • Colombia
  • Argentina

Competitive Landscape

Company Profiles: Detailed analysis of the major companies present in the Global Contact Center Software Market.

Available Customizations:

Global Contact Center Software Market report with the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

• Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Solution Overview

• 1.1. Market Definition
• 1.2. Scope of the Market
  • 1.2.1. Markets Covered
  • 1.2.2. Years Considered for Study
  • 1.2.3. Key Market Segmentations

2. Research Methodology

• 2.1. Objective of the Study
• 2.2. Baseline Methodology
• 2.3. Key Industry Partners
• 2.4. Major Association and Secondary Sources
• 2.5. Forecasting Methodology
• 2.6. Data Triangulation & Validation
• 2.7. Assumptions and Limitations

3. Executive Summary

• 3.1. Overview of the Market
• 3.2. Overview of Key Market Segmentations
• 3.3. Overview of Key Market Players
• 3.4. Overview of Key Regions/Countries
• 3.5. Overview of Market Drivers, Challenges, and Trends

4. Voice of Customer

5. Global Contact Center Software Market Outlook

• 5.1. Market Size & Forecast
  • 5.1.1. By Value
• 5.2. Market Share & Forecast
  • 5.2.1. By Offering (Automatic Call Distribution (ACD), Call Recording, Computer Telephony Integration (CTI), Customer Collaboration, Dialer, Interactive Voice Responses (IVR), Reporting & Analytics, Workforce Optimization, Others)
  • 5.2.2. By Deployment (Hosted, On-premises)
  • 5.2.3. By Industry (BFSI, Consumer Goods & Retail, Government, Healthcare, IT & Telecom, Traveling & Hospitality, Others)
  • 5.2.4. By Region (North America, Europe, South America, Middle East & Africa, Asia Pacific)
• 5.3. By Company (2024)
• 5.4. Market Map

6. North America Contact Center Software Market Outlook

• 6.1. Market Size & Forecast
  • 6.1.1. By Value
• 6.2. Market Share & Forecast
  • 6.2.1. By Offering
  • 6.2.2. By Deployment
  • 6.2.3. By Industry
  • 6.2.4. By Country
• 6.3. North America: Country Analysis
  • 6.3.1. United States Contact Center Software Market Outlook
    • 6.3.1.1. Market Size & Forecast
      • 6.3.1.1.1. By Value
    • 6.3.1.2. Market Share & Forecast
      • 6.3.1.2.1. By Offering
      • 6.3.1.2.2. By Deployment
      • 6.3.1.2.3. By Industry
  • 6.3.2. Canada Contact Center Software Market Outlook
    • 6.3.2.1. Market Size & Forecast
      • 6.3.2.1.1. By Value
    • 6.3.2.2. Market Share & Forecast
      • 6.3.2.2.1. By Offering
      • 6.3.2.2.2. By Deployment
      • 6.3.2.2.3. By Industry
  • 6.3.3. Mexico Contact Center Software Market Outlook
    • 6.3.3.1. Market Size & Forecast
      • 6.3.3.1.1. By Value
    • 6.3.3.2. Market Share & Forecast
      • 6.3.3.2.1. By Offering
      • 6.3.3.2.2. By Deployment
      • 6.3.3.2.3. By Industry

7. Europe Contact Center Software Market Outlook

• 7.1. Market Size & Forecast
  • 7.1.1. By Value
• 7.2. Market Share & Forecast
  • 7.2.1. By Offering
  • 7.2.2. By Deployment
  • 7.2.3. By Industry
  • 7.2.4. By Country
• 7.3. Europe: Country Analysis
  • 7.3.1. Germany Contact Center Software Market Outlook
    • 7.3.1.1. Market Size & Forecast
      • 7.3.1.1.1. By Value
    • 7.3.1.2. Market Share & Forecast
      • 7.3.1.2.1. By Offering
      • 7.3.1.2.2. By Deployment
      • 7.3.1.2.3. By Industry
  • 7.3.2. France Contact Center Software Market Outlook
    • 7.3.2.1. Market Size & Forecast
      • 7.3.2.1.1. By Value
    • 7.3.2.2. Market Share & Forecast
      • 7.3.2.2.1. By Offering
      • 7.3.2.2.2. By Deployment
      • 7.3.2.2.3. By Industry
  • 7.3.3. United Kingdom Contact Center Software Market Outlook
    • 7.3.3.1. Market Size & Forecast
      • 7.3.3.1.1. By Value
    • 7.3.3.2. Market Share & Forecast
      • 7.3.3.2.1. By Offering
      • 7.3.3.2.2. By Deployment
      • 7.3.3.2.3. By Industry
  • 7.3.4. Italy Contact Center Software Market Outlook
    • 7.3.4.1. Market Size & Forecast
      • 7.3.4.1.1. By Value
    • 7.3.4.2. Market Share & Forecast
      • 7.3.4.2.1. By Offering
      • 7.3.4.2.2. By Deployment
      • 7.3.4.2.3. By Industry
  • 7.3.5. Spain Contact Center Software Market Outlook
    • 7.3.5.1. Market Size & Forecast
      • 7.3.5.1.1. By Value
    • 7.3.5.2. Market Share & Forecast
      • 7.3.5.2.1. By Offering
      • 7.3.5.2.2. By Deployment
      • 7.3.5.2.3. By Industry

8. Asia Pacific Contact Center Software Market Outlook

• 8.1. Market Size & Forecast
  • 8.1.1. By Value
• 8.2. Market Share & Forecast
  • 8.2.1. By Offering
  • 8.2.2. By Deployment
  • 8.2.3. By Industry
  • 8.2.4. By Country
• 8.3. Asia Pacific: Country Analysis
  • 8.3.1. China Contact Center Software Market Outlook
    • 8.3.1.1. Market Size & Forecast
      • 8.3.1.1.1. By Value
    • 8.3.1.2. Market Share & Forecast
      • 8.3.1.2.1. By Offering
      • 8.3.1.2.2. By Deployment
      • 8.3.1.2.3. By Industry
  • 8.3.2. India Contact Center Software Market Outlook
    • 8.3.2.1. Market Size & Forecast
      • 8.3.2.1.1. By Value
    • 8.3.2.2. Market Share & Forecast
      • 8.3.2.2.1. By Offering
      • 8.3.2.2.2. By Deployment
      • 8.3.2.2.3. By Industry
  • 8.3.3. Japan Contact Center Software Market Outlook
    • 8.3.3.1. Market Size & Forecast
      • 8.3.3.1.1. By Value
    • 8.3.3.2. Market Share & Forecast
      • 8.3.3.2.1. By Offering
      • 8.3.3.2.2. By Deployment
      • 8.3.3.2.3. By Industry
  • 8.3.4. South Korea Contact Center Software Market Outlook
    • 8.3.4.1. Market Size & Forecast
      • 8.3.4.1.1. By Value
    • 8.3.4.2. Market Share & Forecast
      • 8.3.4.2.1. By Offering
      • 8.3.4.2.2. By Deployment
      • 8.3.4.2.3. By Industry
  • 8.3.5. Australia Contact Center Software Market Outlook
    • 8.3.5.1. Market Size & Forecast
      • 8.3.5.1.1. By Value
    • 8.3.5.2. Market Share & Forecast
      • 8.3.5.2.1. By Offering
      • 8.3.5.2.2. By Deployment
      • 8.3.5.2.3. By Industry

9. Middle East & Africa Contact Center Software Market Outlook

• 9.1. Market Size & Forecast
  • 9.1.1. By Value
• 9.2. Market Share & Forecast
  • 9.2.1. By Offering
  • 9.2.2. By Deployment
  • 9.2.3. By Industry
  • 9.2.4. By Country
• 9.3. Middle East & Africa: Country Analysis
  • 9.3.1. Saudi Arabia Contact Center Software Market Outlook
    • 9.3.1.1. Market Size & Forecast
      • 9.3.1.1.1. By Value
    • 9.3.1.2. Market Share & Forecast
      • 9.3.1.2.1. By Offering
      • 9.3.1.2.2. By Deployment
      • 9.3.1.2.3. By Industry
  • 9.3.2. UAE Contact Center Software Market Outlook
    • 9.3.2.1. Market Size & Forecast
      • 9.3.2.1.1. By Value
    • 9.3.2.2. Market Share & Forecast
      • 9.3.2.2.1. By Offering
      • 9.3.2.2.2. By Deployment
      • 9.3.2.2.3. By Industry
  • 9.3.3. South Africa Contact Center Software Market Outlook
    • 9.3.3.1. Market Size & Forecast
      • 9.3.3.1.1. By Value
    • 9.3.3.2. Market Share & Forecast
      • 9.3.3.2.1. By Offering
      • 9.3.3.2.2. By Deployment
      • 9.3.3.2.3. By Industry

10. South America Contact Center Software Market Outlook

• 10.1. Market Size & Forecast
  • 10.1.1. By Value
• 10.2. Market Share & Forecast
  • 10.2.1. By Offering
  • 10.2.2. By Deployment
  • 10.2.3. By Industry
  • 10.2.4. By Country
• 10.3. South America: Country Analysis
  • 10.3.1. Brazil Contact Center Software Market Outlook
    • 10.3.1.1. Market Size & Forecast
      • 10.3.1.1.1. By Value
    • 10.3.1.2. Market Share & Forecast
      • 10.3.1.2.1. By Offering
      • 10.3.1.2.2. By Deployment
      • 10.3.1.2.3. By Industry
  • 10.3.2. Colombia Contact Center Software Market Outlook
    • 10.3.2.1. Market Size & Forecast
      • 10.3.2.1.1. By Value
    • 10.3.2.2. Market Share & Forecast
      • 10.3.2.2.1. By Offering
      • 10.3.2.2.2. By Deployment
      • 10.3.2.2.3. By Industry
  • 10.3.3. Argentina Contact Center Software Market Outlook
    • 10.3.3.1. Market Size & Forecast
      • 10.3.3.1.1. By Value
    • 10.3.3.2. Market Share & Forecast
      • 10.3.3.2.1. By Offering
      • 10.3.3.2.2. By Deployment
      • 10.3.3.2.3. By Industry

11. Market Dynamics

• 11.1. Drivers
• 11.2. Challenges

12. Market Trends and Developments

• 12.1. Merger & Acquisition (If Any)
• 12.2. Product Launches (If Any)
• 12.3. Recent Developments

13. Company Profiles

• 13.1. Genesys Telecommunications Laboratories, Inc.
  • 13.1.1. Business Overview
  • 13.1.2. Key Revenue and Financials
  • 13.1.3. Recent Developments
  • 13.1.4. Key Personnel
  • 13.1.5. Key Product/Services Offered
• 13.2. Avaya LLC
• 13.3. Nice Ltd.
• 13.4. Five9, Inc.
• 13.5. Cisco Systems, Inc
• 13.6. 8x8, Inc.
• 13.7. Oracle Corporation
• 13.8. SAP SE

14. Strategic Recommendations

15. About Us & Disclaimer