Procurement Market Intelligence Report
Help Desk & Call Center Software
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Help Desk & Call Center Software Global Overview
Definition
Summary
Help desk and call center software manages inbound and outbound calls with customers and is typically used to support sales and customer relations processes. Key suppliers of this software are unified communication providers and contact center providers. Buyers include retailers, manufacturers, and healthcare providers. This report focuses on software as a service (SaaS), also known as on-demand help desk and call center software.
This Report Includes:
- Inbound and Outbound Call Management
- Sales and Customer Relations Support
Not in this Report:
- On-Premises Help Desk and Call Center Software
- Customer Relationship Management Software and Hardware Used in Call Centers
Global Help Desk & Call Center Software Procurement Trends
Discover the top international trends affecting procurement in the global Help Desk & Call Center Software market.
Warning Trends
The European Union’s Artificial Intelligence (AI) Act enters into force
- In August 2024, the European Union (EU) began enforcing its new regulation on artificial intelligence. Although EU legislation, the act will have a major effect on global technological companies operating in the AI space, similar to the General Data Protection regulation.
- The legislation aims to apply a risk-based framework to AI regulation, meaning different AI applications will be treated differently. The law applies a general ban for “unacceptable” uses, such as social scoring and predictive policing.
- For general-purpose AI models, companies will be required to comply with EU copyright law and intellectual property provisions, carry out regular testing, issue transparency disclosures, and implement adequate cybersecurity protections. For “high-risk” AI applications, such as autonomous vehicles, medical devices, financial services, and biometric identification systems, companies must meet stricter requirements in terms of risk-mitigation systems, documentation, human oversight, and cybersecurity.
- Companies that breach the AI Act may face fines ranging from 7.5 million euros or 1.5% of global annual revenues to 35.0 million euros or 7.0% of global annual revenues, whichever amount is higher.
- While the blanket ban on unacceptable systems entered into force in February 2025, most of the obligations do not take effect for a full year. In August 2025, requirements for general-purpose AI will come into effect, and in August 2026, obligations for high-risk AI systems will be enforced.
Positive Trends
The DOJ proposes Google breakup in latest tech antitrust action
- In August, Google was found guilty of operating as a monopoly and engaging in anti-competitive practices through the operation of its search engine business.
- In response to this ruling the Department of Justice (DOJ) has stated it will seek a breakup of Google’s business segments, among other similarly harsh penalties. While the actual penalty Google receives must be approved by the judge, the DOJ’s proposed penalties signal a zero-tolerance policy toward tech monopolies.
- During the last few years, the Federal government has significantly increased its enforcement actions against major technology companies in an effort to contest the high level of market share concentration in this sector.
- These actions include high-profile anti-trust lawsuits against Amazon, Apple, and Meta, in addition to the case against Google. Consequently, the results of these lawsuits could significantly affect the structure of a wide range of tech markets.
Global Help Desk & Call Center Software Market - Suppliers by Region
| Country/Region | Number of Suppliers |
|---|---|
| #1 Europe | 525 |
| #2 United States | 400 |
| #3 China | 260 |
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Geography Drilldown - US & Europe
Average Cost of Help Desk & Call Center Software
United States
2026 Market Pricing$7.50 to $XXX.XX
per agent per monthEurope
Average Price
Prices in the Help Desk & Call Center Software market range from $7.50 to $XXX.XX, depending on Type & Quality of Input Materials, Project Complexity, Project Size, Replacement or New Construction and Location. For example, lower prices are associated with Lower-quality materials ($25 to $100 per agent per month), whereas higher prices are associated with Higher-quality materials ($100 to $250 per agent per month).
Need the scoop on international price trends?
Between our Europe and Canada collections, we provide price data for 350 markets so you can instantly compare prices across borders. Or, use our custom research services for intel on prices in any region across the globe.
Help Desk & Call Center Software Category Price Trends
Pricing trends are indicated by the compound annual growth rate (CAGR) during a set period of time. For the Help Desk & Call Center Software market, prices in the US have grown 3.6% from 2022 to 2025. Meanwhile, the recent three-year CAGR for Europe is +1.2%.
United States (2022-2025)
Europe (2022-2025)
Compound Annual Growth Rate
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Price trend forecasts are available to subscribers, along with price driver projections and forward-looking cost structure data.
Cost Analysis - Total Cost of Ownership for Help Desk & Call Center Software
Total cost of ownership is Low in the Help Desk & Call Center Software market. The average cost of ownership differs depending on the contract but generally includes costs negotiated before the contract begins, costs billed during the contract period and unforeseen costs. For example, unforeseen costs in the form of Cancellations may raise the total cost of ownership unexpectedly.
Negotiated Before
Customization
Billed During
Upgrades
Unforeseen
Cancellations
Buyer Power in Procurement Negotiations
In 2026, buyer power amounts to -2.0 in the United States. Buyer power is most positively impacted by Forecast Price Trend. It is most negatively impacted by Market Share Concentration. Subscribers can access details on eight other factors that impact buyer power. Learn more
United States
Europe
Buyer power forecasts: your glimpse into the future
Develop strategies for the upcoming year and identify unforeseen opportunities for buying now
- Actionable "Buy Now" and "Buy Later" insights
- Near-real-time updates to current and forecast Buyer Power Scores
- Methodology and weightings for Buyer Power Score Components
Supply Chain Risk
impact on buyer power. The level of supply chain risk is affected by industry volatility, barriers to entry, competition, import penetration, regulation and industry financial risk. Buyers in this market can mitigate procurement and supply chain management risks by monitoring risk levels for individual first and second tier suppliers:
1st
Tier Suppliers
2nd
Tier Suppliers
Biggest Help Desk & Call Center Software Suppliers in the US by Revenue
The largest Help Desk & Call Center Software vendors by revenue in the US are Zendesk Inc., Nice Ltd. and Genesys Telecommunications Laboratories Inc. Subscribers can sort and filter by market share concentration, profit level and other factors. Learn more
| Supplier | Operational Size | Headquarters | Number of Employees | Market Share (%) | Market Share Performance (3yr trend) | Total Revenue ($ million) | Profit Level (%) | Risk Level |
|---|---|---|---|---|---|---|---|---|
| Zendesk Inc. | International | SAN FRANCISCO, CA | 1,001-10,000 | 5-10 | ||||
| Genesys Telecommunications Laboratories Inc. | Global | Menlo Park, CA | 1,001-10,000 | 5-10 | ||||
| Salesforce.Com, Inc. | Global | SAN FRANCISCO, CA | >10,000 | < 5 | ||||
| ServiceNow Inc. | Global | SANTA CLARA, CA | >10,000 | < 5 | ||||
| Nice Ltd. | Global | RA'ANANA | 1,001-10,000 | < 5 | ||||
| Five9 Inc. | Global | SAN RAMON, CA | 1,001-10,000 | < 5 | ||||
| 8x8, Inc. | Global | CAMPBELL, CA | 1,001-10,000 | < 5 | ||||
| Freshworks Inc. | Global | SAN MATEO, CA | 1,001-10,000 | < 5 | ||||
| Aspect Software, Inc. | Global | Westford, MA | 1,001-10,000 | < 5 | ||||
Looking for a list of suppliers by country?
Subscribers can access vendor information on Canadian and European suppliers, too. We also offer custom research services to help with vendor sourcing anywhere in the world.
Profit Analysis
The average profit margin across vendors in the Help Desk & Call Center Software market is 24.3% and steady. Profit levels shift depending on suppliers' spend on wages, purchases and overhead. The highest cost component for vendors is Wages. The cost trend for this component is falling, when considering movement between 2025 and 2026. To understand cost forecasts for 2027 and uncover the implications on profit, start your subscription. Learn more
Supplier Information
Genesys Telecommunications Laboratories Inc.
Genesys Telecommunications Laboratories Inc. is a private company operating globally in the information sector. The company's offerings include interactive voice response software and help desk & call center software. Founded in 1990, the company is currently headquartered in Menlo Park, California, United... Subscribe to learn more
Zendesk Inc.
Zendesk Inc. is a private company operating internationally in the information sector. The company's offerings include interactive voice response software and help desk & call center software. Founded in 2009, the company is currently headquartered in SAN FRANCISCO, California, United States of America with... Subscribe to learn more
8x8, Inc.
8x8, Inc./DE/ is a global provider of integrated customer experience and business communications solutions to enterprises. It delivers a cloud-native 8x8 Platform for Customer Experience (CX), which integrates voice, video, messaging, and team collaboration channels into a single architecture. It serves mid-market,... Subscribe to learn more
Aspect Software, Inc.
Alvaria, Inc. is a private company operating globally in the manufacturing and information sectors. The company's offerings include interactive voice response software and help desk & call center software. Founded in 1973, the company is currently headquartered in Atlanta, Georgia, United States of America... Subscribe to learn more
Enghouse Systems Ltd
Enghouse Systems Ltd is a public company operating globally in the manufacturing and information sectors. The company's offerings include interactive voice response software, help desk & call center software, videoconferencing software and phone & video conference equipment. Founded in 1984, the company is... Subscribe to learn more
Five9 Inc.
Five9 Inc. is a provider of intelligent cloud software for contact centers. It offers the Virtual Contact Center (VCC) cloud platform, which delivers a comprehensive suite of easy-to-use applications enabling contact center-related customer service, sales, and marketing functions. Its end-to-end capabilities... Subscribe to learn more
Freshworks Inc.
Freshworks Inc. is a global provider of software-as-a-service solutions for customer experience (CX), IT service management (ITSM), and customer relationship management (CRM). It offers free and paid subscription plans to small- and mid-sized businesses to enterprises across the technology & media, e-commerce,... Subscribe to learn more
Nice Ltd.
NICE Ltd. is a global enterprise software company that provides artificial intelligence (AI)-powered cloud platforms for customer engagement and financial crime and compliance markets. It organizes its operations into two segments: the Customer Engagement segment, which includes the CXone Mpower platform,... Subscribe to learn more
Salesforce.Com, Inc.
Salesforce.Com, Inc. is a public company operating globally in the information and administration, business support and waste management services sectors. The company's offerings include e-mail marketing software, help desk & call center software, website analytics software, sales & marketing software, grants... Subscribe to learn more
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Procurement Management KPIs for the Help Desk & Call Center Software Market
Managing vendor performance throughout the contract period is easier when tracking specific key performance indicators (KPIs). For example, buyers should monitor Average Resolution Time and Critical Bugs. Buyers may experience better performance throughout their contracts if they establish service level agreements (SLAs) based on Pricing and other factors.
| KPI | Level of Importance (1-5) | Measurements | Key Considerations |
|---|---|---|---|
| Average Resolution Time |
|
Length of time from query to solution |
Vendors should be measured on their ability to quickly resolve issues. |
| Critical Bugs |
|
Number of flagged system bugs |
If there are critical bugs, this can result in inefficient work or downtime. |
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Help Desk & Call Center Software RFP Guidelines
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Organizational Overview
Statement Of Need
Project Budget
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Our Reports include:
- Opportunity assessment
- Market dynamics
- Recent developments
- Positive and warning trends
- Buyer power levers
- Price environment and market pricing
- Geographic wage rates
- Global market updates
- Total cost of ownership
- Cost structure benchmarks and analysis
- Supply chain and vendors
- Global supplier breakdown
- Market share concentration
- Regulation and business requirements
- Vendor management and KPIs
- Sourcing strategy guidance
