According to a new report, published by KBV research, The Global Contact Center Software Market size is expected to reach $173.35 billion by 2031, rising at a market growth of 23.5% CAGR during the forecast period.
The Support & Maintenance segment is anticipating a CAGR of 23.3% during (2024 - 2031). This reflects the growing demand for reliable system performance, regular updates, and technical assistance. As businesses increasingly adopt advanced contact center solutions, ongoing maintenance and support services have become essential to ensure seamless operations, minimize downtime, and enhance customer experience. This segment's growth is driven by the need for continuous software upgrades, cybersecurity enhancements, and integration support, particularly as cloud-based and AI-driven contact centers gain traction.
The Large Enterprise segment is leading the Global Contact Center Software Market by Enterprise Size in 2023; thereby, achieving a market value of $92,924.2 million by 2031. Large enterprises spanning industries such as BFSI, telecommunications, healthcare, and retail require robust and scalable contact center solutions to manage high volumes of customer interactions across multiple channels. These organizations prioritize advanced features like artificial intelligence (AI)-powered chatbots, predictive analytics, workforce optimization, and omnichannel communication to enhance customer experience and operational efficiency.
The BFSI segment is registering a CAGR of 22.4% during (2024 - 2031). The BFSI industry requires highly secure and efficient customer service solutions to handle banking inquiries, fraud detection, loan processing, and financial transactions. With rising digital banking trends, financial institutions leverage AI-driven automation, speech analytics, and real-time customer engagement tools to enhance service delivery. The stringent regulatory requirements in the BFSI sector also contribute to the growing demand for secure and compliant contact center software solutions.
The On-Premise segment is generating the maximum revenue in the Global Contact Center Software Market by Deployment in 2023; thereby, achieving a market value of $91,034.6 million by 2031. On-premise deployment involves installing contact center software within an organization’s in-house infrastructure, offering greater control, customization, and security over data management. Many large enterprises and industries with strict regulatory requirements, such as banking, healthcare, and government, prefer on-premise solutions to maintain data sovereignty and ensure compliance. Despite the growing trend toward cloud-based solutions, the need for robust security measures and seamless system integrations has sustained the demand for on-premise contact center software.
The customer collaboration segment would obtain a CAGR of 26.6% during (2024 - 2031). This segment includes solutions facilitating seamless communication and engagement between businesses and customers through multiple channels, such as live chat, co-browsing, video calls, and social media interactions. The increasing emphasis on omnichannel communication and personalized customer experiences has driven the adoption of customer collaboration tools. With businesses prioritizing real-time interaction and engagement to boost customer satisfaction, this segment witnessed significant growth and investment.
Full Report: https://www.kbvresearch.com/cognitive-security-market/
The North America region dominated the Global Contact Center Software Market by Region in 2023, and would continue to be a dominant market till 2031; thereby, achieving a market value of $60,257.1 million by 2031. The Europe region is experiencing a CAGR of 23.1% during (2024 - 2031). Additionally, The Asia Pacific region would exhibit a CAGR of 24.2% during (2024 - 2031).
By Enterprise Size
By Services
By Deployment
By End Use
By Solution
Unique Offerings 
