The contact centers market dynamics pre- and post-COVID-19 scenario are drastically different. The pandemic has resulted in companies partnering and acquiring other firms, leading to a higher degree of market consolidation. In addition, contact centers are improving their technological offering to automate and streamline processes. The contact center market was valued at USD 365 billion in 2020 and is expected to grow at a CAGR of 4.2% from 2021 to 2025
One of the biggest acquisitions in 2021 is Avaya’s acquisition of contact center developer CTIntegration. CTIntegration has been a technology provider to Avaya. It is the maker of CT Suite and its connectors and has been a part of Avaya’s DevConnect bringing expertise into Avaya OneCloud platform to understand customer behavior and thereby streamline replies and requirements. The acquisition occurred in August 2021, and the financials involved has not been disclosed.
There have been other technological advancements in the market as well. Coca-Cola Europacific Partner, Indonesia has opted to work with Taps 8X8. The objective of this engagement is to provide a secure mobile experience to manage orders through Taps 8X8’s SMS API. The Los Angeles Pacific University has decided to move their entire contact center operations including admission, enrollment, and alumni connect to Dialpad’s cloud system. The system integrator for this project is Dialpad.
Contact Center Market Procurement Intelligence report, by Grand View Research, deep dives into the following insights from the industry:
Contact Centers Cost Intelligence – Key Components:
Contact Centers Supplier Intelligence – Capability based ranking & selection criteria with weightage:
Operational Capabilities –
Functional Capabilities –
List of Key Suppliers in the Contact Centers Industry:
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