About Computer Telephony Integration Software
Computer Telephony Integration (CTI) is a software that enables computers & telephone systems to communicate with each other. CTI in its simplest terms includes placing and answering the voice, fax, and data calls. Advantages of CTI are seamless customer experience delivery, high efficiency through automated routine process and minimization of agent training cost and time. Enterprises worldwide are adopting technologies for improved customer retention and experience. Another key benefit of the software is the automation of routine customer interactions.
Attributes | Details |
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Study Period | 2018-2030 |
Base Year | 2023 |
Unit | Value (USD Million) |
The companies are exploring the market by adopting mergers & acquisitions, expansions, investments, new service launches and collaborations as their preferred strategies. The players are exploring new geographies through expansions and acquisitions to avail a competitive advantage through combined synergies. Analyst at AMA Research estimates that United States Players will contribute the maximum growth to Global Computer Telephony Integration Software market throughout the forecasted period. Established and emerging Players should take a closer view at their existing organizations and reinvent traditional business and operating models to adapt to the future.
Salesforce (United States), Five9, Inc. (United States), 8x8 (United States), Avaya (United States), Zendesk (United States), MessageBird (Netherlands), Cisco Systems (United States), Advanced Legal Solutions Limited (United Kingdom), BlueFace (Ireland), RingCentral (United States) and Adversus A/S (Denmark) are some of the key players that are part of study coverage. Additionally, the Players which are also part of the research coverage are CloudTalk (United States), Freshworks (United States), Talkdesk, Inc. (United States) and Exotel Techcom Private Limited (India).
Segmentation Overview
AMA Research has segmented the market of Global Computer Telephony Integration Software market by Type (First-Party Telephony or Desktop and Third-Party Telephony or System), Application (Automated Call Management and Routing, Unified Messaging, Database Interaction, Videoconferencing and Others) and Region.
On the basis of geography, the market of Computer Telephony Integration Software has been segmented into South America (Brazil, Argentina, Rest of South America), Asia Pacific (China, Japan, India, South Korea, Taiwan, Australia, Rest of Asia-Pacific), Europe (Germany, France, Italy, United Kingdom, Netherlands, Rest of Europe), MEA (Middle East, Africa), North America (United States, Canada, Mexico). If we see Market by End-User Industry, the sub-segment i.e. Consulting will boost the Computer Telephony Integration Software market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth. If we see Market by Platforms, the sub-segment i.e. Windows will boost the Computer Telephony Integration Software market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth. If we see Market by Deployment, the sub-segment i.e. Cloud will boost the Computer Telephony Integration Software market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth.
Influencing Trend:
Integration of CTI Software with CRM to Facilitate Improved Customer Service
Market Growth Drivers:
High Demand from Call Centers and Rising Demand from Enterprises for Low-Cost Tools for Improved Customer Experience
Challenges:
Rapidly Changing Underlying Technologies
Restraints:
Complex and Expensive CTI Integrations
Opportunities:
The Emergence of E-Commerce Is Increasing Focus on Customer Service
About Approach
To evaluate and validate the market size various sources including primary and secondary analysis is utilized. AMA Research follows regulatory standards such as NAICS/SIC/ICB/TRCB, to have a better understanding of the market. The market study is conducted on basis of more than 200 companies dealing in the market regional as well as global areas with the purpose to understand the companies positioning regarding the market value, volume, and their market share for regional as well as global.
Further to bring relevance specific to any niche market we set and apply a number of criteria like Geographic Footprints, Regional Segments of Revenue, Operational Centres, etc. The next step is to finalize a team (In-House + Data Agencies) who then starts collecting C & D level executives and profiles, Industry experts, Opinion leaders, etc., and work towards appointment generation.
The primary research is performed by taking the interviews of executives of various companies dealing in the market as well as using the survey reports, research institute, and latest research reports. Meanwhile, the analyst team keeps preparing a set of questionnaires, and after getting the appointee list; the target audience is then tapped and segregated with various mediums and channels that are feasible for making connections that including email communication, telephonic, skype, LinkedIn Group & InMail, Community Forums, Community Forums, open Survey, SurveyMonkey, etc.