The Latin America, Middle East and Africa Contact Center Software Market would witness market growth of 18.0% CAGR during the forecast period (2018-2024). A contact center is a space where all customer conversations across phone, email, chat or social media occur. Rapid technological advancements in the field of Customer Relationship Management (CRM) and integration of machine learning and Artificial Intelligence (AI) to enhance business processes would significantly contribute to the growth of the market. The development of unified communication social media centers, with integrated channels has allowed better customer focus.
Based on the component type, the Contact Center Software market is segmented into Solution and Services. The solution market is further segmented into Computer Telephony Integration & IVRS, Automatic Call Distribution & Dialers, Reporting & Analytics, Workforce Optimization, Security and Others. The Services market is segmented into Professional and Managed Services. Based on the Organization Size, the market is segmented into Small & Medium Enterprises and Large Enterprises. Based on Deployment Type, the market is segmented into Hosted and On-Premise. The verticals covered under the report include BFSI, Government & Public Sector, Healthcare, Manufacturing, Retail & Consumer Goods, Telecom & IT, Media & Entertainment and Others. Based on countries, the market is segmented into Brazil, Argentina, UAE, Saudi Arabia, South Africa, Nigeria, and Rest of LAMEA.
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include Cisco Systems, Inc., IBM Corporation, Oracle Corporation, NICE Ltd., 8x8, Inc., Aspect Software Parent, Inc., 3Clogic, Avaya, Verizon Communications, Inc., and BT Group.
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