콜센터 소프트웨어 시장 : 배포별, 최종 용도 산업별, 지역별

Global Call Center Software Market is estimated to be valued at USD 63.92 Bn in 2025 and is expected to reach USD 225.06 Bn by 2032, growing at a compound annual growth rate (CAGR) of 19.7% from 2025 to 2032.

Figure. Call Center Software Market Share (%), By Region 2025

The global call center software market has been witnessing significant growth in the recent years due to increasing need among organizations to enhance customer support services. Call center software helps companies in streamlining various aspects of customer support operations right from call routing to troubleshooting by tracking conversations. It offers advanced features like interactive voice response, call recording, agent scheduling, and many others. With rising awareness about the benefits of call center software, more companies are adopting these solutions to provide optimized customer experiences and strengthen relationships.

Market Dynamics:

The growth of the global call center software market is driven by factors such as rising significance of customer retention, increasing demand for customer relationship management and growing need to minimize operational costs. As retaining existing customers is crucial for business growth, organizations are focusing on delivering superior customer service to gain their loyalty through call center software. It enables tracking customer queries, preferences, and issues which helps in enhancing relationships. Moreover, the need to expand Customer Relationship Management (CRM) capabilities is prompting companies to implement call center solutions for gathering real-time customer insights. These solutions also aid in reducing costs associated with manual call handling processes by automating routine tasks. However, data security concerns and initial investment requirements are some challenges restraining the market growth. Emerging opportunities include the integration of AI technologies like machine learning and natural language processing in call center software to offer personalized experiences to customers.

Key Features of the Study:

This report provides in-depth analysis of the global call center 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 global call center 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 Genesys, Cisco Systems, Avaya Holdings Corp., Five9, Inc., NICE Ltd., Talkdesk, Inc., 8x8, Inc., Zendesk, Inc., Vonage Holdings Corp., Verint Systems Inc., RingCentral, Inc., Freshworks Inc., Alvaria, Inc., Twilio Inc., and Amazon Web Services, Inc. (Amazon Connect)

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 call center software market report caters to various stakeholders in this industry including investors, suppliers, product manufacturers, distributors, new entrants, and financial analysts

Stakeholders would have ease in decision-making through various strategy matrices used in analyzing the global call center software market

Market Segmentation

• Deployment Insights (Revenue, US$ Bn, 2020 - 2032)
  • On-premise
  • Cloud
• End-use Industry Insights (Revenue, US$ Bn, 2020 - 2032)
  • IT & Telecom
  • Consumer Goods & Retail
  • BFSI
  • Healthcare
  • Government
  • Travel & Hospitality
  • Others
• Regional Insights (Revenue, US$ 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
• Company Profiles:
  • Genesys
  • Cisco Systems
  • Avaya Holdings Corp.
  • Five9, Inc.
  • NICE Ltd.
  • Talkdesk, Inc.
  • 8x8, Inc.
  • Zendesk, Inc.
  • Vonage Holdings Corp.
  • Verint Systems Inc.
  • RingCentral, Inc.
  • Freshworks Inc.
  • Alvaria, Inc.
  • Twilio Inc.
  • Amazon Web Services, Inc. (Amazon Connect)

Table of Contents

1. Research Objectives and Assumptions

• Research Objectives
• Assumptions
• Abbreviations

2. Market Purview

• Report Description
  • Market Definition and Scope
• Executive Summary
  • Global Call Center Software Market, By Deployment
  • Global Call Center Software Market, By End-use Industry
  • Global Call Center 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 Call Center Software Market, By Deployment, 2020-2032, (US$ Bn)

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

5. Global Call Center Software Market, By End-use Industry, 2020-2032, (US$ Bn)

• Introduction
  • Market Share Analysis, 2025 and 2032 (%)
  • Y-o-Y Growth Analysis, 2021 - 2032
  • Segment Trends
• IT & Telecom
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)
• Consumer Goods & Retail
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)
• BFSI
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)
• Healthcare
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)
• Government
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)
• Travel & Hospitality
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)
• Others
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)

6. Global Call Center Software Market, By Region, 2020 - 2032, Value (US$ Bn)

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

7. Competitive Landscape

• Genesys
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Cisco Systems
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Avaya Holdings Corp.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Five9, Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• NICE Ltd.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Talkdesk, Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• 8x8, Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Zendesk, Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Vonage Holdings Corp.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Verint Systems Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• RingCentral, Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Freshworks Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Alvaria, Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Twilio Inc.
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Amazon Web Services, Inc. (Amazon Connect)
  • 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