세계의 컨택센터 품질 보증 소프트웨어 시장 : 소프트웨어 유형별, 전개 형태별, 지역별

Global Contact Center Quality Assurance Software Market is estimated to be valued at US$ 2.25 Bn in 2025 and is expected to reach US$ 4.09 Bn by 2032, growing at a compound annual growth rate (CAGR) of 8.9% from 2025 to 2032.

Figure. Contact Center Quality Assurance Software Market Share (%), By Region 2025

The market has witnessed significant expansion due to the growing emphasis on customer experience management and the increasing adoption of AI-driven analytics in contact centers. Businesses across industries are investing in quality assurance (QA) software to monitor, analyze, and enhance agent performance while ensuring regulatory compliance. The rise of cloud-based contact center solutions, omnichannel communication, and workforce optimization tools have further fueled market growth. However, challenges such as high implementation costs and data security concerns continue to influence market dynamics.

Market Dynamics:

The global contact center quality assurance software market growth is driven by the growing demand for AI-powered analytics and automation tools that enhance customer interactions and improve operational efficiency. Companies are increasingly adopting speech and text analytics, real-time monitoring, and workforce optimization solutions to ensure high service quality. However, integration complexities with legacy systems and concerns over data privacy regulations pose notable challenges to market expansion. The increasing shift toward cloud-based and remote contact centers has created opportunities for scalable and AI-driven QA solutions. Additionally, the integration of advanced technologies such as machine learning, sentiment analysis, and robotic process automation (RPA) is transforming the market, offering new growth avenues for industry players.

Key Features of the Study:

This report provides in-depth analysis of the contact center quality assurance software market, and provides market size (US$ Billion) and compound annual growth rate (CAGR%) for the forecast period (2025-2032), considering 2024 as the base year

It elucidates potential revenue opportunities across different segments and explains attractive investment proposition matrices for this market

This study also provides key insights about market drivers, restraints, opportunities, new product launches or approvals, market trends, regional outlook, and competitive strategies adopted by key players

It profiles key players in the contact center quality assurance software market based on the following parameters - company highlights, products portfolio, key highlights, financial performance, and strategies

Key companies covered as a part of this study include Alcatel-Lucent Enterprise, Genesys, Microsoft Corporation, Avaya Inc., Cisco Systems Inc., SAP SE, Nice Systems Ltd., Five9 Inc., NEC Corporation, Huawei Technologies Co. Ltd., Amazon Web Services, Inc., Mitel Networks Corp., RingCentral, Inc., Oracle Corp., Aspect Software

Insights from this report would allow marketers and the management authorities of the companies to make informed decisions regarding their future product launches, type up-gradation, market expansion, and marketing tactics

The global contact center quality assurance software market report caters to various stakeholders in this industry including investors, suppliers, product manufacturers, distributors, new entrants, and financial analysts

Market Segmentation

• Software Type Insights (Revenue, USD Bn, 2020 - 2032)
  • Inbound Contact Center
  • IVR Systems
  • ACD
  • CTI
  • Workforce Management
  • Reporting & Analytics
  • Quality Management
• Deployment Insights (Revenue, USD Bn, 2020 - 2032)
  • Cloud-Based
  • On-Premises
• Regional Insights (Revenue, USD Bn, 2020 - 2032)
  • North America
  • U.S.
  • Canada
  • Latin America
  • Brazil
  • Argentina
  • Mexico
  • Rest of Latin America
  • Europe
  • Germany
  • U.K.
  • Spain
  • France
  • Italy
  • Russia
  • Rest of Europe
  • Asia Pacific
  • China
  • India
  • Japan
  • Australia
  • South Korea
  • ASEAN
  • Rest of Asia Pacific
  • Middle East
  • GCC Countries
  • Israel
  • Rest of Middle East
  • Africa
  • South Africa
  • North Africa
  • Central Africa
• Key Players Insights
  • Alcatel-Lucent Enterprise
  • Genesys
  • Microsoft Corporation
  • Avaya Inc.
  • Cisco Systems Inc.
  • SAP SE
  • Nice Systems Ltd.
  • Five9 Inc.
  • NEC Corporation
  • Huawei Technologies Co. Ltd.
  • Amazon Web Services, Inc.
  • Mitel Networks Corp.
  • RingCentral, Inc.
  • Oracle Corp.
  • Aspect Software

Table of Contents

1. Research Objectives and Assumptions

• Research Objectives
• Assumptions
• Abbreviations

2. Market Purview

• Report Description
  • Market Definition and Scope
• Executive Summary
  • Global Contact Center Quality Assurance Software Market, By Software Type
  • Global Contact Center Quality Assurance Software Market, By Deployment
  • Global Contact Center Quality Assurance Software Market, By Region

3. Market Dynamics, Regulations, and Trends Analysis

• Market Dynamics
• Impact Analysis
• Key Highlights
• Regulatory Scenario
• Product Launches/Approvals
• PEST Analysis
• PORTER's Analysis
• Market Opportunities
• Regulatory Scenario
• Key Developments
• Industry Trends

4. Global Contact Center Quality Assurance Software Market, By Software Type, 2020-2032, (USD Bn)

• Introduction
  • Market Share Analysis, 2025 and 2032 (%)
  • Y-o-Y Growth Analysis, 2021 - 2032
  • Segment Trends
• Inbound Contact Center
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
• IVR Systems
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
• ACD
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
• CTI
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
• Workforce Management
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
• Reporting & Analytics
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
• Quality Management
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)

5. Global Contact Center Quality Assurance Software Market, By Deployment, 2020-2032, (USD Bn)

• Introduction
  • Market Share Analysis, 2025 and 2032 (%)
  • Y-o-Y Growth Analysis, 2021 - 2032
  • Segment Trends
• Cloud-based
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
• On-Premises
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)

6. Global Contact Center Quality Assurance Software Market, By Region, 2020 - 2032, Value (USD Bn)

• Introduction
  • Market Share (%) Analysis, 2025, 2028 & 2032, Value (USD Bn)
  • Market Y-o-Y Growth Analysis (%), 2021 - 2032, Value (USD Bn)
  • Regional Trends
• North America
  • Introduction
  • Market Size and Forecast, By Software Type, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Deployment, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
    • U.S.
    • Canada
• Latin America
  • Introduction
  • Market Size and Forecast, By Software Type, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Deployment, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
    • Brazil
    • Argentina
    • Mexico
    • Rest of Latin America
• Europe
  • Introduction
  • Market Size and Forecast, By Software Type, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Deployment, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
    • Germany
    • U.K.
    • Spain
    • France
    • Italy
    • Russia
    • Rest of Europe
• Asia Pacific
  • Introduction
  • Market Size and Forecast, By Software Type, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Deployment, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
    • China
    • India
    • Japan
    • Australia
    • South Korea
    • ASEAN
    • Rest of Asia Pacific
• Middle East
  • Introduction
  • Market Size and Forecast, By Software Type, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Deployment, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
    • GCC Countries
    • Israel
    • Rest of Middle East
• Africa
  • Introduction
  • Market Size and Forecast, By Software Type, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Deployment, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Country/Region, 2020 - 2032, Value (USD Bn)
    • South Africa
    • North Africa
    • Central Africa

7. Competitive Landscape

• Alcatel-Lucent Enterprise
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Genesys
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Microsoft Corporation
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Avaya Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Cisco Systems Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• SAP SE
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Nice Systems Ltd.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Five9 Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• NEC Corporation
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Huawei Technologies Co. Ltd.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Amazon Web Services, Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Mitel Networks Corp.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• RingCentral, Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Oracle Corp.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Aspect Software
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies

8. Analyst Recommendations

• Wheel of Fortune
• Analyst View
• Coherent Opportunity Map

9. References and Research Methodology

• References
• Research Methodology
• About us