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INDIA CONTACT CENTER SOFTWARE MARKET FORECAST 2022-2028

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INDIA CONTACT CENTER SOFTWARE MARKET FORECAST 2022-2028

The India contact center software market is set to project a CAGR of 21.72% during the forecast period, 2022-2028, and is estimated to reach a revenue of $3113.93 million by 2028.

INDIA CONTACT CENTER SOFTWARE MARKET FORECAST 2022-2028

India Contact Center Software Market by Component (Software, Services) Market by Deployment (on-premise, Cloud) Market by Enterprise Size (Small & Medium Enterprises, Large Enterprises) Market by Industry Vertical (BFSI, Healthcare, Retail & E-commerce, Government and Education, IT and Telecom, Travel & Hospitality)

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The India contact center software market is set to project a CAGR of 21.72% during the forecast period, 2022-2028, and is estimated to reach a revenue of $3113.93 million by 2028.

Contact center software is a technology tool that increases a contact center’s efficiency and effectiveness, focusing on facilitating interactions between agents and customers. Contact center solutions assist agents in effectively handling customer interactions, delivering a better service experience while augmenting sales. In India, an increase in the investment by the market players for the development of contact center technologies, strategic initiatives taken by the market players for the product developments and product launches, etc. are some of the major growth promoters for the contact center software market across India during the forecast period.

India Contact Center Software Market

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The India contact center software market segmentation analysis covers deployment, industry vertical, component, and enterprise size. Market by enterprise size is further divided into small & medium enterprises and large enterprises.

In small and medium-sized enterprises, contact center software is primarily used for customer relationship management solutions, systems for inventory management, and business processes for field service. It also assists in desk software for customer support agents to ticket, track, and resolve questions or problems from customers efficiently and quickly while offering personalized responses about services and products they have used in the past. Small & medium-sized enterprises are using these solutions to ease the burdens of carrying out the mundane and normal tasks while assisting agents in focusing on organizational development. The increasing implementation of customer care solutions by small and medium-sized enterprises worldwide is expected to promote the segment growth during the forecast period.

On the other hand, organizations with more than 1,000 employees are categorized as large enterprises. Such enterprises constantly adopt emerging technologies to automate mundane tasks while increasing their contact centers’ overall productivity and efficiency. The use of contact center solutions in large enterprises is more than in small and medium-sized enterprises due to sufficient budgets, a large number of contact center agents, high call volumes, customer agent interactions, and affordability.

Contact center solutions have an extreme potential for large enterprises as a high number, low uptime of unanswered calls, high hold and wait time, low customer satisfaction scores, and unavailability of agents to respond to customer requests may cost the company the loss of customers and ultimately affecting their brand image.

Several players operating in the India contact center software market include Unify Inc, Cisco Systems Inc, ZTE Corporation, Genesys Telecommunications Laboratories Inc, etc.

ZTE Corporation operates carrier networks, telecommunication, and terminals. Its core business is wireless exchange, telecommunications software, data telecommunications gear, optical transmission, and mobile phones. The company also offers video on demand and streaming media. ZTE Corporation has been committed to offering innovative technologies and integrated solutions for global operators, government and enterprises, and consumers from more than 160 countries across the globe. The company headquarter is located in Shenzhen, China.

In ZTE’s ZXNGCC New Generation Contact Center, all video, voice, and multimedia customer requests access platform is unified and processed through IVR automatically and CTI manually. Every customer interaction through voice or video on the agent is recorded automatically via multimedia recording software (MRS). It also integrates with intelligent applications by using text-to-speech and automatic speech recognition technologies. Moreover, the platform enables third-party customer service application development based on an open architecture. The graphical configuration interface of the product makes operation and maintenance easier and more productive.

REPORT SYNOPSIS

Report Scope Details
Market Forecast Years 2022-2028
Base Year 2021
Market Historical Years 2018-2021
Forecast Units Revenue ($ Million)
Segments Analyzed Component, Deployment, Industry Vertical, Enterprise Size
Companies Analyzed

Aria Telecom Solutions Private Limited, Cube Software Private Limited, Delvetech Software Private Limited, HoduSoft Pvt Ltd, SAN Softwares

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    1. RESEARCH SCOPE & METHODOLOGY
      • STUDY OBJECTIVES
      • SCOPE OF STUDY
      • METHODOLOGY
      • ASSUMPTIONS & LIMITATIONS
    2. EXECUTIVE SUMMARY
      • MARKET SIZE & ESTIMATES
      • COUNTRY SNAPSHOT
      • COUNTRY ANALYSIS
      • KEY GROWTH ENABLERS
      • KEY CHALLENGES
    3. KEY ANALYTICS
      • IMPACT OF COVID-19 ON CONTACT CENTER SOFTWARE MARKET
      • KEY MARKET TRENDS
      • PORTER’S FIVE FORCES ANALYSIS
        • BUYERS POWER
        • SUPPLIERS POWER
        • SUBSTITUTION
        • NEW ENTRANTS
        • INDUSTRY RIVALRY
      • OPPORTUNITY MATRIX
      • PESTLE ANALYSIS-INDIA
      • VALUE CHAIN ANALYSIS
        • OBTAIN DATA
        • KNOW THE CUSTOMER
        • DEVELOP STRATEGY
        • COMPANY CULTURE
        • COMMIT RESOURCES
        • MONITOR SUCCESS
      • KEY BUYING CRITERIA
        • FLEXIBILITY
        • SCALABILITY
        • EASE OF USE
        • DEPLOYMENT TIME
      • REGULATORY FRAMEWORK
    4. MARKET BY COMPONENT
      • SOFTWARE
      • SERVICES
    5. MARKET BY DEPLOYMENT
      • ON-PREMISE
      • CLOUD
    6. MARKET BY ENTERPRISE SIZE
      • SMALL & MEDIUM ENTERPRISES
      • LARGE ENTERPRISES
    7. MARKET BY INDUSTRY VERTICAL
      • BFSI
      • HEALTHCARE
      • RETAIL & E-COMMERCE
      • GOVERNMENT AND EDUCATION
      • IT AND TELECOM
      • TRAVEL & HOSPITALITY
    8. COMPETITIVE LANDSCAPE
      • KEY STRATEGIC DEVELOPMENTS
        • MERGERS & ACQUISITIONS
        • PRODUCT LAUNCHES & DEVELOPMENTS
        • PARTNERSHIPS & AGREEMENTS
        • BUSINESS EXPANSIONS & DIVESTITURES
      • COMPANY PROFILES
        • ARIA TELECOM SOLUTIONS PRIVATE LIMITED
        • CUBE SOFTWARE PRIVATE LIMITED
        • DELVETECH SOFTWARE PRIVATE LIMITED
        • HODUSOFT PVT LTD
        • SAN SOFTWARES

    LIST OF TABLES

    TABLE 1: MARKET SNAPSHOT – CONTACT CENTER SOFTWARE

    TABLE 2: REGULATORY FRAMEWORK

    TABLE 3: INDIA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

    TABLE 4: INDIA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, FORECAST YEARS, 2022-2028 (IN $ MILLION)

    TABLE 5: INDIA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

    TABLE 6: INDIA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT, FORECAST YEARS, 2022-2028 (IN $ MILLION)

    TABLE 7: INDIA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

    TABLE 8: INDIA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, FORECAST YEARS, 2022-2028 (IN $ MILLION)

    TABLE 9: INDIA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

    TABLE 10: INDIA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, FORECAST YEARS, 2022-2028 (IN $ MILLION)

    TABLE 11: LIST OF MERGERS & ACQUISITIONS

    TABLE 12: LIST OF PRODUCT LAUNCHES & DEVELOPMENTS

    TABLE 13: LIST OF PARTNERSHIPS & AGREEMENTS

    TABLE 14: LIST OF BUSINESS EXPANSIONS & DIVESTITURES                        

    LIST OF FIGURES

    FIGURE 1: KEY MARKET TRENDS

    FIGURE 2: PORTER’S FIVE FORCES ANALYSIS

    FIGURE 3: OPPORTUNITY MATRIX

    FIGURE 4: VALUE CHAIN ANALYSIS

    FIGURE 5: KEY BUYING CRITERIA

    FIGURE 6: INDIA CONTACT CENTER SOFTWARE MARKET, GROWTH POTENTIAL, BY COMPONENT, IN 2021

    FIGURE 7: INDIA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE, 2022-2028 (IN $ MILLION)

    FIGURE 8: INDIA CONTACT CENTER SOFTWARE MARKET, BY SERVICES, 2022-2028 (IN $ MILLION)

    FIGURE 9: INDIA CONTACT CENTER SOFTWARE MARKET, GROWTH POTENTIAL, BY DEPLOYMENT, IN 2021

    FIGURE 10: INDIA CONTACT CENTER SOFTWARE MARKET, BY ON-PREMISE, 2022-2028 (IN $ MILLION)

    FIGURE 11: INDIA CONTACT CENTER SOFTWARE MARKET, BY CLOUD, 2022-2028 (IN $ MILLION)

    FIGURE 12: INDIA CONTACT CENTER SOFTWARE MARKET, GROWTH POTENTIAL, BY ENTERPRISE SIZE, IN 2021

    FIGURE 13: INDIA CONTACT CENTER SOFTWARE MARKET, BY SMALL & MEDIUM ENTERPRISES, 2022-2028 (IN $ MILLION)

    FIGURE 14: INDIA CONTACT CENTER SOFTWARE MARKET, BY LARGE ENTERPRISES, 2022-2028 (IN $ MILLION)

    FIGURE 15: INDIA CONTACT CENTER SOFTWARE MARKET, GROWTH POTENTIAL, BY INDUSTRY VERTICAL, IN 2021

    FIGURE 16: INDIA CONTACT CENTER SOFTWARE MARKET, BY BFSI, 2022-2028 (IN $ MILLION)

    FIGURE 17: INDIA CONTACT CENTER SOFTWARE MARKET, BY HEALTHCARE, 2022-2028 (IN $ MILLION)

    FIGURE 18: INDIA CONTACT CENTER SOFTWARE MARKET, BY RETAIL & E-COMMERCE, 2022-2028 (IN $ MILLION)

    FIGURE 19: INDIA CONTACT CENTER SOFTWARE MARKET, BY GOVERNMENT AND EDUCATION, 2022-2028 (IN $ MILLION)

    FIGURE 20: INDIA CONTACT CENTER SOFTWARE MARKET, BY IT AND TELECOM, 2022-2028 (IN $ MILLION)

    FIGURE 21: INDIA CONTACT CENTER SOFTWARE MARKET, BY TRAVEL & HOSPITALITY, 2022-2028 (IN $ MILLION)       

    1. MARKET BY COMPONENT
      • SOFTWARE
      • SERVICES
    2. MARKET BY DEPLOYMENT
      • ON-PREMISE
      • CLOUD
    3. MARKET BY ENTERPRISE SIZE
      • SMALL & MEDIUM ENTERPRISES
      • LARGE ENTERPRISES
    4. MARKET BY INDUSTRY VERTICAL
      • BFSI
      • HEALTHCARE
      • RETAIL & E-COMMERCE
      • GOVERNMENT AND EDUCATION
      • IT AND TELECOM
      • TRAVEL & HOSPITALITY

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    We offer 10% free customization including country-level data, niche applications and competitive landscape with every report.


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