Contact Center Market by Type, Deployment, and Geography - Forecast and Analysis 2021-2025

  • Published: May 2021
  • Pages: 120
  • SKU: IRTNTR40477

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The contact center market size has the potential to grow by USD 250.47 billion during 2021-2025, and the market’s growth momentum will accelerate at a CAGR of 11.11%. 

This report provides a detailed analysis of the market by type (voice-based, text-based, and social media-based), deployment (cloud-based and on-premises), and geography (North America, Europe, APAC, South America, and MEA). 

Contact Center Market Share


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Market Competitive Analysis

The report analyzes the market’s competitive landscape and offers information on several market vendors, including: 


  • 8x8 Inc.
  • ALE International
  • Aspect Software Inc.
  • Avaya Holdings Corp.
  • Cisco Systems Inc.
  • Enghouse Systems Ltd.
  • Five9 Inc.
  • Genesys Telecommunications Laboratories Inc.
  • Mitel Networks Corp.
  • NEC Corp.


The contact center market is fragmented and the vendors are deploying various organic and inorganic growth strategies to compete in the market. Click here to uncover other successful business strategies deployed by the vendors. 

The market players also significantly leverage external market drivers such as the rising adoption of cloud based contact centers to achieve growth opportunities. However, factors such as low employee engagement will challenge the growth of the market participants. To make the most of the opportunities and recover from post COVID-19 impact, market vendors should focus more on the growth prospects in the fast-growing segments, while maintaining their positions in the slow-growing segments.

Download a free sample of the contact center market forecast report for insights on complete key vendor profiles. The profiles include information on the production, sustainability, and prospects of the leading companies. 

This contact center market analysis report also provides detailed information on the upcoming trends and challenges that will influence market growth. This will help companies create strategies to make the most of future growth opportunities. Grab your Free Sample now to unlock further information on other key market drivers.

Contact Center Market: Segmentation by Geography


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35% of the market’s growth will originate from North America during the forecast period. The US is a key market for contact centers in North America. However, the market growth rate in North America will be slower than the growth of the market in other regions.

The growing adoption of contact center analytics, including multichannel customer interaction analytics, speech analytics, and contact center performance analytics applications will facilitate the contact center market growth in North America over the forecast period. To garner further competitive intelligence and regional opportunities in store for vendors, view our sample report. 

Contact Center Market: Segmentation by Type


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The contact center market share growth by the voice-based segment will be significant during the forecast period. The use of voice-based interaction is expected to maintain its dominance during the forecast period. Therefore, vendors in this market are focusing on offering advanced solutions to handle the high volumes of voice calls. The growth of the segment can be attributed to the increasing use of customer care service offerings in end-user industries and the launch of new solutions.

Fetch actionable market insights on post COVID-19 impact on each segment. This report provides an accurate prediction of the contribution of all the segments to the growth of the contact center market size.



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Key Highlights of the Contact Center Market Report for 2021-2025

  • CAGR of the market during the forecast period 2021-2025
  • Detailed information on factors that will drive contact center market growth during the next five years
  • Precise estimation of the contact center market size and its contribution to the parent market
  • Accurate predictions on upcoming trends and changes in consumer behavior
  • The growth of the contact center industry across North America, Europe, APAC, South America, and MEA
  • A thorough analysis of the market’s competitive landscape and detailed information on vendors
  • Comprehensive details of factors that will challenge the growth of contact center market vendors

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Research Framework

Technavio presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources. The analysts have presented the various facets of the market with a particular focus on identifying the key industry influencers. The data thus presented is comprehensive, reliable, and the result of extensive research, both primary and secondary.


Primary sources

  • Manufacturers and suppliers
  • Channel partners
  • Industry experts
  • Strategic decision makers

Secondary sources

  • Industry journals and periodicals
  • Government data
  • Financial reports of key industry players
  • Historical data
  • Press releases


Data Synthesis

  • Collation of data
  • Estimation of key figures
  • Analysis of derived insights

Data Validation

  • Triangulation with data models
  • Reference against proprietary databases
  • Corroboration with industry experts



  • Market drivers
  • Market challenges
  • Market trends
  • Five forces analysis


  • Market size and forecast
  • Market segmentation
  • Geographical insights
  • Competitive landscape
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The contact center market growth will increase by $5.99 billion during 2019-2024.
The contact center market is expected to grow at a CAGR of 8.58% during 2019-2024.
Technavio has segmented the contact center market by type (Voice-based, Text-based, and Social media-based) ,service (Infrastructure outsourcing and Application outsourcing) , and geographic (APAC, North America, Europe, and South America).
8x8 Inc., ALE International, Aspect Software Inc., Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., NEC Corp. are a few of the key vendors in the contact center market.
APAC will register the highest growth rate of 50.34% among the other regions. Therefore, the contact center market in APAC is expected to garner significant business opportunities for the vendors during the forecast period.
The key factors driving the contact center market growth are:
  • Rising adoption of cloud-based contact centers
  • Integration of chatbots for better turnaround times
The contact center market vendors should focus on grabbing business opportunities from the voice-based segment as it accounted for the largest market share in the base year.
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