Computer telephony integration is a technology which allows desktop computers to interact with the telephone systems by turning the computer into a telephone call management system. Computer telephony integration software, or CTI software, also allows communication devices such as phone, fax, mobile, voicemail etc. to interact with one another. This provides users a centralized control over all the communication devices through a signal platform. Furthermore, the computer telephony integration software is a low-cost software which helps small companies to run their businesses effectively. Considering all the above factors, demand for computer telephony integration software is expected to grow during the forecast period (2019-27).
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On the basis of region, the global computer telephony integration software market is segmented into North America, Europe, Latin America, Asia Pacific, Middle East, and Africa.
North America region is estimated to hold a dominant position in the global computer telephony integration software market in 2019, and is projected to retain its dominance throughout the forecast period. This is owing to a large number of call centers in North America region, specifically the U.S. For instance, according to Coherent Market Insights, there are more than 7000 call centers across the U.S. which employ around 3.3 million to 3.4 million workers. As a result, North America is expected to hold the dominant position in the global computer telephony integration software market followed by Europe and Asia Pacific respectively.
Computer telephony integration software Market Taxonomy
On the basis of type, the global computer telephony integration software market is segmented into:
On the basis of connection type, the global computer telephony integration software market is segmented into:
First-party Call Control
Third-party Call Control
On the basis of application, the global computer telephony integration software market is segmented into:
Pop-up Screen/Screen Popping
IVR (Interactive Voice Response)
Voice Recording Integration
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Major players operating in the global computer telephony integration software market include Aircall, Chetu Inc., Genesys, NICE inContact, RingCentral, Inc., Salesforce.com, Inc., Talkdesk, Inc, Tenfold, TWILIO INC. and Zendesk, Inc.
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