Report overview
Call center infrastructure (CCI), also known as contact center infrastructure, provides solutions required to establish and operate a call center. CCI software helps businesses create an efficient call or contact center to help them stay connected with their customers. CCI is most commonly used by customer-facing teams to manage inbound and outbound communications, but it also includes features for managing operations or back-office tasks like workflow management, employee monitoring, and measuring productivity.
While historically CCI was designed to be deployed on premises, emerging technologies in cloud infrastructure have allowed for the design and deployment of cloud call centers. The products in this category offer a full-fledged cloud-hosted infrastructure solution with features like call routing, call recording and monitoring, automatic call distribution (ACD), and interactive voice response (IVR). Local area network (LAN) and VoIP providers are examples of some software providers that also offer solutions to establish infrastructure for network connectivity of contact centers. Depending on the provider and the membership plan, a variety of other features may be available in a CCI package. CCI products frequently integrate with CRM software.
This report contains market size and forecasts of Call Center Infrastructure (CCI) Software in Global, including the following market information:
Global Call Center Infrastructure (CCI) Software Market Revenue, 2018-2023, 2023-2030, ($ millions)
Global top five companies in 2022 (%)
The global Call Center Infrastructure (CCI) Software market was valued at US$ million in 2022 and is projected to reach US$ million by 2030, at a CAGR of % during the forecast period 2023-2030.
The U.S. Market is Estimated at $ Million in 2022, While China is Forecast to Reach $ Million by 2030.
Cloud Based Segment to Reach $ Million by 2030, with a % CAGR in next six years.
The global key manufacturers of Call Center Infrastructure (CCI) Software include Talkdesk, NICE, Nextiva, Genesys, UJET, Aircall, Five9, RingCentral and Ameyo, etc. In 2022, the global top five players have a share approximately % in terms of revenue.
MARKET MONITOR GLOBAL, INC (MMG) has surveyed the Call Center Infrastructure (CCI) Software companies, and industry experts on this industry, involving the revenue, demand, product type, recent developments and plans, industry trends, drivers, challenges, obstacles, and potential risks.
Total Market by Segment:
Global Call Center Infrastructure (CCI) Software Market, by Type, 2018-2023, 2023-2030 ($ millions)
Global Call Center Infrastructure (CCI) Software Market Segment Percentages, by Type, 2022 (%)
Cloud Based
On Premises
Global Call Center Infrastructure (CCI) Software Market, by Application, 2018-2023, 2023-2030 ($ millions)
Global Call Center Infrastructure (CCI) Software Market Segment Percentages, by Application, 2022 (%)
Large Enterprises
SMEs
Global Call Center Infrastructure (CCI) Software Market, By Region and Country, 2018-2023, 2023-2030 ($ Millions)
Global Call Center Infrastructure (CCI) Software Market Segment Percentages, By Region and Country, 2022 (%)
North America
US
Canada
Mexico
Europe
Germany
France
U.K.
Italy
Russia
Nordic Countries
Benelux
Rest of Europe
Asia
China
Japan
South Korea
Southeast Asia
India
Rest of Asia
South America
Brazil
Argentina
Rest of South America
Middle East & Africa
Turkey
Israel
Saudi Arabia
UAE
Rest of Middle East & Africa
Competitor Analysis
The report also provides analysis of leading market participants including:
Key companies Call Center Infrastructure (CCI) Software revenues in global market, 2018-2023 (estimated), ($ millions)
Key companies Call Center Infrastructure (CCI) Software revenues share in global market, 2022 (%)
Further, the report presents profiles of competitors in the market, key players include:
Talkdesk
NICE
Nextiva
Genesys
UJET
Aircall
Five9
RingCentral
Ameyo
CloudTalk
CallHippo
3CX
Cisco
Kixie
Saas Labs
Call Tower
Tenfold
Dialpad
LiveVox
Ozonetel
8x8 Cloud Communications
Replicant
VCC Live Group
Spearline
Knowlarity Communications
Zultys
Vonage
RingDNA
Squaretalk
AT&T
