The Best Contact Center Infrastructure: The 2024 CRM Industry Leader Awards
Destination CRM, Tuesday, September 3rd, 2024
The contact center infrastructure (CCI) market is a framework of physical and virtual resources, including equipment, software, and services, that enable customer service organizations to manage customer interactions across multiple channels.
The technologies involved include automatic call distributors, outbound dialers, interactive voice response systems, virtual assistants, computer-telephony integration, queue management, and much more. Growing areas of interest for both vendors and end users include artificial intelligence, CRM and back-office system integrations, social media, analytics, and digital interactions like chatbots and voicebots.
The market has seen tremendous growth in the past few years, with research firm MarketsandMarkets valuing it at $42.5 billion in 2023 and projecting it to grow to $218.3 billion by 2032, at a compound annual rate of 19.6 percent.