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Contact Center Market to Grow by USD 161.73 Billion (2023-2027) as Cloud Adoption Soars, How AI is Driving Market Transformation – Technavio

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NEW YORK, Sept. 4, 2024 /PRNewswire/ — Report with the AI impact on market trends- The global contact center market size is estimated to grow by USD 161.73 billion from 2023-2027, according to Technavio. The market is estimated to grow at a CAGR of over 9.33% during the forecast period. Rising adoption of cloud-based contact centers is driving market growth, with a trend towards integration of chatbots for better turnaround times. However, inability to achieve an asa poses a challenge. Key market players include 8×8 Inc., ALE International, Alphabet Inc., Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Atos SE, Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., NEC Corp., NICE Ltd., SAP SE, Vocalcom Group, Vonage Holdings Corp., Zendesk Inc., and ZTE Corp..

Key insights into market evolution with AI-powered analysis. Explore trends, segmentation, and growth drivers- View the snapshot of this report

Contact Center Market Scope

Report Coverage

Details

Base year

2022

Historic period

2017 – 2021

Forecast period

2023-2027

Growth momentum & CAGR

Accelerate at a CAGR of 9.33%

Market growth 2023-2027

USD 161.73 billion

Market structure

Fragmented

YoY growth 2022-2023 (%)

8.89

Regional analysis

North America, APAC, Europe, South America, and Middle East and Africa

Performing market contribution

North America at 34%

Key countries

US, Australia, India, UK, and Germany

Key companies profiled

8×8 Inc., ALE International, Alphabet Inc., Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Atos SE, Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., NEC Corp., NICE Ltd., SAP SE, Vocalcom Group, Vonage Holdings Corp., Zendesk Inc., and ZTE Corp.

Market Driver

In a contact center, agents may need to ask callers to wait while they retrieve necessary data to resolve issues. Delays in response time can lead to customers seeking alternatives or switching to competitors. To address this challenge, contact centers are integrating chatbots into their processes. These automated tools provide instant responses to customers, resulting in faster turnaround times. Chatbots eliminate the dependency on repair personnel and offer direct solutions to customers, enhancing the overall customer experience. This integration not only improves response times but also enables enterprises to delight their customers without sacrificing the human touch. By providing efficient and effective solutions, chatbots contribute to the success of businesses and increase the adoption of contact center solutions. 

Contact centers are evolving with trends like autonomy and learning curve, allowing end users to manage interactions independently. OEMs provide CCaaS solutions, including Contact center platforms for Phone calls, Emails, Chats, and SMS marketing. AI and automation technologies, such as Virtual assistants and AI-powered chatbots like Meera, enhance customer engagement. Service providers ensure data protection policies align with AI/ML advancements. CX focuses on customer satisfaction, experience, and self-service interactions. Training and skill requirements adapt to virtual work. Telecommunications vertical continues to drive innovation. 

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 Market Challenges

Contact centers face a significant challenge in achieving a specified average speed of answer (ASA), a crucial performance indicator. The ASA measures the time a customer spends waiting in a queue and the time an agent’s phone rings. However, it does not account for IVR navigation time. To meet the desired ASA and service levels, contact centers must effectively manage their resources using workforce management (WFM) solutions. The increasing customer demand for superior services intensifies this challenge for vendors of contact center solutions.Contact centers face numerous challenges in today’s business landscape. AI and ML technologies require significant investment and integration with CRM systems. Social media’s growing importance brings new capabilities, but also brand value and impact risks. Automation and cloud services offer convenience, but security concerns and technical complexities loom. CFOs and CTOs grapple with IT spending decisions, while virtual work and customer satisfaction demand new training and skill requirements. Cloud service providers, technology, and solution providers, system integrators, and IT solution manufacturers offer solutions. However, the ecosystem’s complexity, multiple vendors, and dynamic customer demands pose challenges. Legacy systems and abandoned client queries lead to customer turnover. Social media influencers and word of mouth impact brand image. Emotions and sentiments must be addressed for optimal customer experience. Recession and technical complexities add to the pressure. Self-service bots and ML offer potential solutions, but require careful implementation.

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Segment Overview 

This contact center market report extensively covers market segmentation by

Type 1.1 Voice-based1.2 Text-based1.3 Social media-basedDeployment 2.1 On-premises2.2 Cloud-basedGeography 3.1 North America3.2 APAC3.3 Europe3.4 South America3.5 Middle East and Africa

1.1 Voice-based- Contact centers are shifting from voice-based interaction to IVR technology, live chat, and social media for customer queries. Voice interaction helps reduce query resolution time, but IVRs, an application using touch-tone keypads and voice inputs, offer live information through text-to-speech and access to databases. BSFI and logistics industries are major users. However, text-based and social media interaction’s popularity may decrease voice-based interaction’s market share. Vendors focus on advanced voice solutions for high call volumes, driving growth in customer care services across industries.

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Research Analysis

The Contact Center market is experiencing a significant transformation, driven by advanced technologies such as AI/ML, CRM, and automation. Cloud services have become the norm, enabling remote work and reducing IT spending. Security is a top priority, with CTOs and CFOs focusing on data protection and compliance. Customer satisfaction and experience are key metrics, with self-service interactions and brand impact becoming increasingly important. Abandoned client queries and customer turnover are major concerns, leading to the adoption of CCaaS solutions and contact center platforms. Social media plays a crucial role, with influencers shaping public perception and word of mouth driving business. Emotion recognition and ML-powered interactions offer new opportunities for personalized experiences, while the convenience of autonomy and learning curve challenges technical knowledge. Overall, the Contact Center market is evolving to meet the demands of modern consumers and businesses.

Market Research Overview

The Contact Center market is experiencing significant growth, driven by the adoption of advanced technologies such as AI/ML, CRM, and automation. Cloud services, including data centers and cloud computing providers like AWS, are also playing a major role in the industry’s expansion. Security and privacy are top priorities, with CFOs and CTOs increasing IT spending on data protection policies and customization options. Virtual work and self-service interactions are becoming the norm, with self-service bots and ML-powered chatbots providing convenience and autonomy for end users. Technical complexities and organizational factors can pose challenges, however, especially when dealing with legacy systems and multiple vendors. Dynamic customer demands require continuous training and skill development for contact center agents. Social media capabilities, including social media influencers and word of mouth, are increasingly important for brand value and impact. Emotion and sentiments are also key factors in customer satisfaction and experience. The ecosystem includes technology providers, cloud service providers, solution providers, system integrators, IT solution manufacturers, and OEMs. Telecommunications vertical and CCaaS solutions are also part of the Contact Center market landscape. However, economic downturns, such as recessions, can impact contact center spending, and technical knowledge and learning curve can be barriers for some end users. Despite these challenges, the Contact Center market continues to evolve, offering new opportunities for innovation and growth.

Table of Contents:

1 Executive Summary
2 Market Landscape
3 Market Sizing
4 Historic Market Size
5 Five Forces Analysis
6 Market Segmentation

TypeVoice-basedText-basedSocial Media-basedDeploymentOn-premisesCloud-basedGeographyNorth AmericaAPACEuropeSouth AmericaMiddle East And Africa

7 Customer Landscape
8 Geographic Landscape
9 Drivers, Challenges, and Trends
10 Company Landscape
11 Company Analysis
12 Appendix

About Technavio

Technavio is a leading global technology research and advisory company. Their research and analysis focuses on emerging market trends and provides actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions.

With over 500 specialized analysts, Technavio’s report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio’s comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.

Contacts

Technavio Research
Jesse Maida
Media & Marketing Executive
US: +1 844 364 1100
UK: +44 203 893 3200
Email: media@technavio.com
Website: www.technavio.com/

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SOURCE Technavio

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CasinoPartiesLLC.com Expands Premier Casino Party Rentals in Manhattan, NY — Authentic Tables, Professional Dealers, Custom Packages for Corporate & Private Events

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Top-rated Manhattan casino party rental company offers fully staffed blackjack, roulette and craps experiences to elevate corporate events, weddings and private parties across New York City

MANHATTAN, N.Y., May 2, 2026 /PRNewswire-PRWeb/ — CasinoPartiesLLC.com, a leading provider of casino party rentals in Manhattan, NY, today announced expanded availability and new customizable event packages for corporate events, private parties, fundraisers and weddings throughout New York City. With authentic casino tables, professional and entertaining dealers, premium play-money chips and signage, CasinoPartiesLLC.com delivers a turnkey casino entertainment experience that brings the excitement of Las Vegas to Manhattan venues.

“CasinoPartiesLLC.com delivers authentic casino table rentals and professional dealers throughout Manhattan, NY — offering turnkey, customizable packages that transform corporate events, weddings and fundraisers into high‑energy, engaging experiences across Midtown, Chelsea and the Upper East Side.”

Focused on delivering safe, legal and memorable experiences, CasinoPartiesLLC.com offers:

Casino table rentals: blackjack, roulette, craps, poker tables sized for intimate and large gatheringsProfessional dealers and croupiers trained in guest interaction and game managementFully customizable packages: themed décor, tournament-style play, prize support, and multi-table setupsPortable, all-inclusive service: setup, teardown, on-site management, and event coordinationService across Manhattan neighborhoods and greater NYC, including Midtown, Upper East Side, Chelsea, and downtown venues

“Our Manhattan clients want authentic casino entertainment without the hassle of sourcing equipment or personnel,” said Ismael Qureshi, CEO of CasinoPartiesLLC.com. “We specialize in seamless casino party rentals in Manhattan, NY, providing professional dealers and tailored packages that fit corporate budgets and private event needs while complying with local regulations.”

Benefits for Manhattan event planners and hosts:

Boost guest engagement with interactive casino entertainmentEasy logistics with single-vendor solutions for gaming, staffing and prize handlingScalable options for small private parties to large corporate galasProven experience executing events in Manhattan hotels, event spaces and private residences

Booking and availability:

CasinoPartiesLLC.com is currently accepting bookings for summer and fall events across Manhattan and greater New York City. Early reservations are recommended to secure preferred dates, table counts and themed packages.

About CasinoPartiesLLC.com:

CasinoPartiesLLC.com is a premier provider of casino party rentals in Manhattan, NY and the New York City area. Specializing in staffed casino tables, custom event packages and professional service, CasinoPartiesLLC.com helps event planners and hosts create high-energy, memorable experiences for corporate functions, weddings, fundraisers and private celebrations. For more information or to request a quote, visit https://www.CasinoPartiesLLC.com.

Media contact:

Ismael Qureshi

President

CasinoPartiesLLC.com

Phone: (917) 829-8481

Email: Sales@casinopartiesLLC.com

Website: https://www.CasinoPartiesLLC.com

Media Contact

Ismael Qureshi, ISH Events LLC, 1 (917) 829-8481, Ismael@CasinoPartiesLLC.com, CasinoPartiesLLC.com

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SOURCE CasinoPartiesLLC.com

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PS Hogan highlights investments from Spring Economic Update 2026: Canada Strong for All to support Canada’s sport system

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CALGARY, AB, May 2, 2026 /CNW/ – In Budget 2025, we outlined our plan to build Canada Strong. Since then, we have moved fast to build the major infrastructure, homes and industries that grow Canada’s economy and create lasting prosperity; empower Canadians with better careers and a more affordable life; and protect our communities, our borders and our way of life.

We delivered concrete savings for Canadians while supporting key national priorities and keeping investments focused on results. We are maintaining a strong fiscal position, with the Spring Economic Update 2026 showing that projected deficits are lower over the fiscal horizon and that we are on track to meet our fiscal anchors.

The Spring Economic Update 2026 is the next step in our plan to build Canada Strong for All. It provides a clear update on the strength of Canada’s economy, giving Canadians confidence in our plan. It delivers targeted relief to make life more affordable, support workers and accelerate the construction of homes and major infrastructure. It also strengthens Canada’s competitiveness and economic growth while investing in strong, safe communities across the country.

Today, Corey Hogan, Parliamentary Secretary to the Minister of Energy and Natural Resources and Member of Parliament for Calgary Confederation, met with athletes at Foothills Athletic Park to highlight key investments in sport from the Spring Economic Update to build stronger and safer communities.

The Government of Canada is investing $755 million to support and expand Canada’s sport system, which will help athletes safely train and perform at the highest levels. This will increase sport participation across the country by strengthening national sport organizations, infrastructure and local sport communities.

Canada’s new government is transforming our economy from reliance to resilience. The Spring Economic Update 2026 ensures all Canadians can participate in building Canada strong and share in its success. Other key measures include:

The Canada Strong Fund — Canada’s first national sovereign wealth fund. This will invest in key, strategic Canadian projects and companies. While Canadians will benefit from these nation building projects through jobs, economic growth and greater security, the government is determined to ensure that Canadians also have a stake in the projects themselves. That’s why a unique and important feature of the Canada Strong Fund will be its new retail investment product. This allows Canadians to receive financial returns as we build Canada strong together.Team Canada Strong — a new nationwide effort to recruit, train and hire 80,000 to 100,000 new skilled trade workers by 2030–31. This initiative creates new opportunities for Canadians and attracts the workers needed to build more homes and major projects at speed and at scale.Building Stronger Communities — by making communities safer, more connected and more resilient. We are building more homes, getting tougher on crime and fraud and funding essential infrastructure, including small craft harbours that sustain coastal communities and local jobs. We are also investing to build healthier, safer and stronger Indigenous communities.

Our new government is building a Canada that is not just strong, but good; not just prosperous, but fair. A Canada that is not just for some, most of the time, but for all, at all times. We’re building Canada strong, for all.

Quote

“The Spring Economic Update 2026 builds on the momentum of our budget, combining strategic investments with sustained fiscal discipline to keep building Canada Strong for All — delivering prosperity today and strengthening our economy for tomorrow. At this pivotal moment in Canada’s history, we’re charting a course through the fog of uncertainty and global headwinds with strength, determination and ambition — and building one strong Canadian economy, by Canadians, for Canadians.”
— The Honourable François-Philippe Champagne, Minister of Finance and National Revenue 

“The Government of Canada is building Canada Strong by investing in what brings us together — our people, our communities and our athletes. By strengthening the foundation of Calgary and  Canada’s sport system, we are building a resilient economy and strong communities for all.”
— Corey Hogan, Parliamentary Secretary to the Minister of Energy and Natural Resources and Member of Parliament for Calgary Confederation

Quick Facts

The Spring Economic Update 2026 proposes to provide $755 million over five years, starting in 2026–27, and $118 million ongoing to Canadian Heritage to support Canada’s sport system to: Host and compete with the best: $50 million over five years to bring more world-class sporting events to Canada. Funding will be tied to legacy-building projects that deliver lasting benefits well beyond the events themselves. Facilities built or upgraded for major events will continue to serve communities, support grassroots participation and strengthen local sport systems for years to come. Support our athletes in performing at the highest levels: $45 million over five years and $8 million ongoing to help our athletes train, compete and perform, including support for better mental health and funding that will be linked to robust safe sport measures and frameworks. These actions will strengthen the sport system and respond to some of the findings of the Final Report of the Future of Sport in Canada Commission while the government continues to consider all of its Calls to Action. Get more Canadians involved in sport: $660 million over five years and $110 million ongoing for National Sport Organisations, increasing funding that has remained largely unchanged since 2005, so that they can invest in a strong and safe sport system and grow participation among children and youth nationwide.

Related products

Spring Economic Update 2026: Canada Strong for AllSpring Economic Update 2026: Key MeasuresSpring Economic Update 2026: Address by the Minister of Finance and National Revenue  

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SOURCE Natural Resources Canada

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POVADDO AND PROLEGIS ANNOUNCE STRATEGIC PARTNERSHIP TO EXPAND ACCESS TO PUBLIC POLICY PROFESSIONALS FOR OPINION RESEARCH

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Partnership connects policy professionals using Prolegis’ modernized Congressional platform with Povaddo’s exclusive paid research panel, combining forces to serve the policymaking community

ST. LOUIS and WASHINGTON, May 2, 2026 /PRNewswire/ — Povaddo, a leading provider of public opinion and policy elite research, has announced a strategic partnership with Prolegis, a nonpartisan technology platform serving thousands of policy professionals in Congress and the advocacy community. The partnership will expand the reach of the Povaddo Panel—an exclusive network of nearly 5,000 public policy professionals worldwide—while providing Prolegis users new opportunities to contribute their expertise to policy research.

Prolegis provides nonpartisan technology solutions designed to modernize Congress. Built specifically for the policymaking community, the platform serves as a natural intersection where policy professionals and issue advocacy campaigns meet, making it an ideal environment for connecting researchers with the experts shaping public policy.

Beginning this month, users of the Prolegis platform will be invited to join the Povaddo Panel and become eligible to participate in research studies tailored specifically for public policy professionals.

“There is no shortage of so-called ‘expert network’ firms, but Povaddo is setting the standard when it comes to building the most rigorous and credible network of public policy professionals in the U.S. and beyond,” said William Stewart, President of Povaddo. “What makes Prolegis the right partner is the quality and relevance of their community—these are precisely the professionals our clients most want to hear from. Prolegis users are actively engaged in policy work daily, making them ideal participants for our research studies. This partnership will meaningfully accelerate our efforts.”

“Prolegis exists to serve the policy community with tools that make their work more effective,” said Jim Gianiny, CEO of Prolegis. “Partnering with Povaddo allows our users to contribute their expertise in a new way and take part in rigorous research that helps organizations better understand the policy landscape. It’s a natural extension of what our platform already does: connecting policy professionals with the resources and opportunities that matter to their work.”

Launched in 2018, the Povaddo Panel was built to meet growing demand for research insights from individuals who shape, influence, and analyze public policy as part of their daily work. Over the past eight years, the panel has grown to nearly 5,000 public policy professionals worldwide, including over 2,000 in the United States. Many panelists are former elected officials, including former Members of Congress.

This partnership is part of a broader period of momentum for Povaddo. The company recently announced it is launching a quarterly omnibus survey among public policy professionals in the United States and Europe.

“Companies and other organizations that want to understand what public policy professionals think—whether about their brand or an issue they are facing—now have a new way of doing that. Our new omnibus survey among public policy professionals fills an important need in the research services marketplace,” said Brooke Hayes, Executive Vice President of Povaddo, who oversees the Povaddo Panel and the firm’s new omnibus research service among public policy professionals.

Additionally, Povaddo recently released select findings from its survey of public policy professionals in the U.S. and Europe regarding their attitudes towards AI. In an era when political consensus is elusive, this study finds widespread agreement within policy communities on both sides of the Atlantic that government regulation of AI should be increased.

About Povaddo: Povaddo specializes in public opinion and policy elite research. Founded in 2009, Povaddo is recognized as a trusted advisor to top-tier organizations seeking to navigate complex issues management, strategic communications, corporate reputation, and business transformation challenges. Most of the firm’s clients sit within external affairs, corporate affairs, public affairs, government affairs, regulatory affairs, scientific affairs, corporate communications, business planning and strategy. For more information, please visit www.povaddo.com.

About Prolegis: Prolegis provides nonpartisan technology solutions designed to modernize Congress. Built specifically for the policymaking community, Prolegis delivers innovative solutions, efficient tools, and engaging content, all on one easy-to-use platform. The platform serves Congressional staff, think tank scholars, and public affairs professionals, creating a unique intersection where policy expertise and advocacy meet. For more information, please visit www.prolegis.com.

Media Inquiries: William Stewart, +1 (855) 768-2336, stewart@povaddo.com

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SOURCE POVADDO LLC

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