Call Centers (Global Market)

Call centers (Russian market)

Main article: Call centers (Russian market)

History

2024: The global cloud contact center market grew by 16.3% over the year. Leaders

In 2024, the global cloud contact center market reached $6.2 billion. This is 16.3% more than in the previous year, when the costs in the relevant area were estimated at $5.3 billion. Such data are given in a study by Synergy Research Group, the results of which were published in mid-April 2025.

Cloud contact centers, also known as CCaaS (contact center as a service), provide a number of significant advantages over traditional models. In particular, they allow you to innovate faster and reduce operating costs, thanks to which you can improve customer interaction. Unlike call centers, which traditionally rely on voice as the main method of communication, cloud contact centers can support many communication options, including web chats, SMS, video communication, etc.

CCaaS systems can integrate with other applications SaaS (software as a service) as well as with existing integrated communication platforms. Operators can quickly access a variety of customer data to improve service quality and speed up problem resolution.

Overall, cloud platforms provide flexibility, scalability, and economic benefits. Such platforms are constantly being improved by adding new features and capabilities, as well as bug fixes. At the same time, there is no need for significant initial investments related to the purchase of equipment. Cloud solutions allow you to pay for only the services you need and do not need to replace hardware every time you upgrade. Access is provided from anywhere in the world with an Internet connection.

Analysts at Synergy Research Group note that one of the main drivers of the CCaaS industry is artificial intelligence technologies, including generative services. Specifically, AI algorithms are able to provide real-time support to operators by generating responses and automating routine tasks. In addition, Genia is able to independently process initial customer requests, freeing up workers' time to resolve narrower issues. Some companies are also developing the concept of fully automated contact centers based on Genia.

Generative AI is not yet able to completely replace all contact center operators. However, it can reduce personnel turnover and reduce the need for employees by taking on repetitive tasks. At the same time, operators get the opportunity to focus on more complex tasks, "says Jeremy Duke, chief analyst and founder of Synergy Research Group.

The study notes that in 2024, almost all players in the global cloud contact center market showed stable growth. The leaders in terms of revenue growth were:

• 1. Zoom;
• 2. Cisco;
• 3. Ujet;
• 4. RingCentral;
• 5. Genesys;
• 6. Talkdesk;
• 7. NICE;
• 8. Content Guru;
• 9. Five9;
• 10. Avaya.

In 2024, the global cloud contact center market showed another strong result. NICE, Genesys and Five9 collectively occupy more than 50% of the industry, but new players continue to show impressive momentum and rapid growth. Migration to the cloud is still in its early stages, opening up significant opportunities for expansion. This growth is further accelerated by the rapid adoption of AI, "said Fazil Balkaya, analyst at Synergy Research Group.[1]

2022

The global IT solutions market for contact centers grew by 17.6% to $16.08 billion

At the end of 2022, the volume of the global market for IT solutions for contact centers reached $16.08 billion. This is 17.6% more than the result for the previous year, when the costs in the corresponding segment were estimated at $13.67 billion. Such data are provided in a study by Gartner, the results of which were released on July 31, 2023.

Analysts say that the current geopolitical environment and macroeconomic factors create some financial constraints. This leads to a slowdown in the implementation of projects to modernize contact centers. On the other hand, the development of the industry is facilitated by the introduction of means of conversational artificial intelligence and virtual assistants.

In the long term, generative AI and the growing maturity of dialogue tools will accelerate the transformation of contact center platforms as companies seek to simultaneously improve operational efficiency and improve the overall customer experience, says Megan Marek Fernandez, Chief Analyst at Gartner.

In 2023, costs in the field of IT solutions for contact centers are expected at $18.69 billion, and year-on-year growth - 16.2%. In 2024, Gartner experts believe, expenses will increase to $23.17 billion, that is, they will rise by 24% on an annualized basis.

Gartner analysts expect growth in investment in CCaaS ("contact center as a service") to accelerate as company executives roll out cloud-based platforms to modernize their customer service operations. At the same time, the development of AI-based systems will continue. In 2023, about 3% of customer interactions will be processed using such tools, while in 2027 this figure will rise to 14%. This approach will reduce the burden on ordinary operators.^[2]

The volume of the global call call centers software market is estimated at $35.2 billion

In mid-November 2022, Research and Markets published the results of a global market survey software for. call centers The volume of the industry in 2022, according to analysts' forecasts, will reach $35.2 billion.

Call center services are an integral part of the market in question. Businesses around the world are investing heavily in integrating multiple applications and tools, such as CRM (Customer Relationship Management Systems), into their business processes. This helps to optimize operations and increase efficiency.

The volume of the global call call centers software market will reach $35.2 billion in a year

The growth of the industry is also facilitated by the cloud technology sector. Scalability and cost-effectiveness are the main factors driving the adoption of cloud-based call centers software. Cloud solutions improve employee productivity, improve customer experience, and optimize call routing. In addition, the costs associated with physical telephone systems, servers, storage equipment and technical personnel are reduced. In the short term, the cloud deployment scheme is expected to replace the local model. Small and medium-sized enterprises are looking for flexible, scalable and cost-effective systems, and therefore are increasingly using cloud-based call centers solutions to optimize and automate customer communication and outreach.

According to forecasts, the volume of the global software market for call centers by 2027 will reach $93.7 billion. Thus, the CAGR (compound percentage CAGR) will be 21.6%. North America will remain the industry leader in 2022. Using call centers solutions, companies can analyze customers' historical interest and shopping patterns to provide the best possible guidance and maximize profits, the study said.^[3]

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