North American Contact Center Market to Continue Growth Through 2022



The market for contact centers in North America continues to increase, according to new research from Frost & Sullivan. This market includes technologies like inbound contact routing, interactive voice response, outbound dialing, workforce management, call recording, and analytics.

While the market for on-premises contact center systems remains relatively flat, for cloud deployments, the acceleration of omnichannel and digital transformation, coupled with C-suite demands for stronger and swifter growth, is driving future technology acquisitions and investments, according to the research.

The study also found that contact center analytics, quality monitoring, and recording were particular bright spots for growth as companies seek to get the most out of their existing investments.

Other trends that will shape, grow, and influence customer contact and the customer experience include a continuing drive for omnichannel service delivery and developments in advanced technologies for self-service, such as machine learning and artificial intelligence. In addition, there is a keen focus on workforce engagement management to address the persistent challenges of reducing costs while improving CX and employee experience.

At the same time, though, contact center service providers will need to improve the customer experience and contact center performance and productivity through a broader set of analytics tools that incorporate new technologies, including machine learning and Big Data, with a more critical eye to simplicity and ease of use, the research found.