HOME Top Market Reports Contact Center Software Market by Solution (Customer Collaboration, Dialers, ACS, IVR, CTI, Workforce Optimization, Reporting, and Analytics), Service, Deployment Type (On-Premises and Cloud), Organization Size, Vertical, and Region - Global Forecast to 2022

Contact Center Software Market by Solution (Customer Collaboration, Dialers, ACS, IVR, CTI, Workforce Optimization, Reporting, and Analytics), Service, Deployment Type (On-Premises and Cloud), Organization Size, Vertical, and Region - Global Forecast to 2022

By: marketsandmarkets.com
Publishing Date: August 2017
Report Code: TC 5534

 

  Speak to Analyst Enquiry Before Buying Webinar
purchase report
download pdf  request for customisation


The contact center software market size is estimated to grow from USD 13.27 Billion in 2016 to USD 29.13 Billion by 2022, at a Compound Annual Growth Rate (CAGR) of 13.8% during the forecast period (2017–2022). The base year considered for the study is 2016 and the market size has been projected from 2017 to 2022. A major factor driving the growth of contact center software market is to deliver enhanced experience to customers through multiple channels including voice, video, web, and social media.

Objectives of the Study:

  • To define, describe, and forecast the global contact center software market on the basis of components (solutions and services), deployment types, organization sizes, verticals, and regions.
  • To provide detailed information regarding the major factors influencing the growth of the market (drivers, restraints, opportunities, and industry-specific challenges).
  • To analyze micro-markets with respect to individual growth trends, future prospects, and contributions to the total market.
  • To forecast the market size with respect to 5 main regions, namely, North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America.
  • To profile key players and comprehensively analyzes their core competencies.
  • To track and analyze the competitive developments, such as joint ventures, mergers and acquisitions, new product developments, and research and development activities in the contact center software market.

The research methodology used to estimate and forecast the contact center software market begins with capturing data on key vendors by secondary research through various sources that include news articles, journals, associations, and companies’ presentations, directories, and databases, such as D&B Hoovers, Bloomberg Businessweek, and Factiva. The vendor offerings are also taken into consideration to determine the market segmentation. The bottom-up procedure was employed to arrive at the overall market size of the global market from the revenues of the key players in the market. After arriving at the overall market size, the total market was split into several segments and subsegments, which were then verified through primary research by conducting extensive interviews with key personnel, such as CEOs, VPs, directors, and executives. The data triangulation and market breakdown procedures were employed to complete the overall market engineering process and to arrive at the exact statistics for all segments and subsegments. The breakdown of profiles of primaries is depicted in the figure given below:

Contact Center Software Market

To know about the assumptions considered for the study, download the pdf brochure

The contact center software ecosystem comprises vendors, such as Genesys Telecommunications Laboratories, Inc.(US), Cisco Systems (US), Avaya Inc. (US), Mitel Networks Corporation (Canada), Enghouse Interactive (US), SAP SE (Germany), Five9, Inc (US), Huawei Technologies Co., Ltd. (China), Alcatel-Lucent Enterprise (France), Oracle Corporation (US), 8x8, Inc. (US), Unify Inc. (US), and Drishti Soft Solutions Pvt. Ltd. (India); software providers; cloud service providers; IT consulting service providers; and system integrators.

The following are target audiences of the contact center software market report:

  • Contact center software providers
  • Contact center service providers
  • IT consulting service providers
  • Integration service providers
  • Internet service providers
  • Cloud service providers
  • End-users (verticals)

“Study answers several questions for the stakeholders, primarily which market segments to focus in the next 2 to 5 years for prioritizing the efforts and investments.”

Scope of the Report

The research report categorizes the contact center software market to forecast the revenues and analyze the trends in each of the following subsegments:

By Component

By Solution

  • Interactive Voice Response (IVR)
  • Call routing
  • Automatic Call Distribution (ACD)
  • Computer Telephony Integration (CTI)
  • Customer collaboration
  • Dialer
    • Preview Dialer
    • Progressive Dialer
    • Predictive Dialer
  • Reporting and analytics
  • Workforce optimization
  • Call recording
  • Others (Compliance, and Voicemail and Messaging)

By Service

  • Professional Services
    • Integration and Implementation
    • Consulting
    • Training and Support
  • Managed Services

By Deployment

  • Cloud
  • On-Premises

By Organization Size

  • Large Enterprises
  • Small and Medium-sized Enterprises

By Vertical

  • Banking, Financial Services, and Insurance (BFSI)
  • Retail and Consumer Goods
  • IT and Telecom
  • Healthcare
  • Travel and Hospitality
  • Government
  • Media and Entertainment
  • Others (Education, and Transportation and Logistics)

By Region:

  • North America
  • Europe
  • Asia Pacific (APAC)
  • Middle East and Africa (MEA)
  • Latin America

Available Customizations

With the given market data, MarketsandMarkets offers customizations as per the company’s specific needs. The following customization options are available for the report:

Product Analysis

  • Product matrix that gives a detailed comparison of the product portfolio of each company

Geographic Analysis

  • Further breakdown of the North American contact center software market
  • Further breakdown of the European market
  • Further breakdown of the APAC market
  • Further breakdown of the MEA market
  • Further breakdown of the Latin American market

Company Information

  • Detailed analysis and profiling of additional market players

Table of Contents

1 Introduction (Page No. - 14)
    1.1 Objectives of the Study
    1.2 Market Definition
    1.3 Market Scope
    1.4 Years Considered for the Study
    1.5 Currency
    1.6 Stakeholders

2 Research Methodology (Page No. - 18)
    2.1 Research Data
           2.1.1 Secondary Data
           2.1.2 Primary Data
                    2.1.2.1 Breakdown of Primaries
                    2.1.2.2 Key Industry Insights
    2.2 Market Size Estimation
    2.3 Research Assumptions and Limitations
    2.4 Limitations
    2.5 Microquadrant Overview
           2.5.1 Microquadrant Description

3 Executive Summary (Page No. - 26)

4 Premium Insights (Page No. - 29)
    4.1 Attractive Market Opportunities in the Contact Center Software Market
    4.2 Market By Component
    4.3 Market By Deployment Type
    4.4 Market By Software
    4.5 Market By Organization Size
    4.6 Market By Vertical and Region
    4.7 Lifecycle Analysis, By Region

5 Market Overview and Industry Trends (Page No. - 33)
    5.1 Introduction
    5.2 Market Dynamics
           5.2.1 Drivers
                    5.2.1.1 Increasing Focus on Delivering Enhanced Customer Experience Through Omnichannel
                    5.2.1.2 Growing Trends of Automation and Reduction in the Overall Cost of Managing Contact Center
                    5.2.1.3 Flexible Cloud-Based Contact Center Solutions
           5.2.2 Restraints
                    5.2.2.1 Integrating New Age Solutions With Legacy Systems
           5.2.3 Opportunities
                    5.2.3.1 Virtualization of Contact Centers
                    5.2.3.2 Increased Cross-Selling and Upselling Opportunities
           5.2.4 Challenges
                    5.2.4.1 Managing Security With Multiple Customer Touch Points
                    5.2.4.2 Upgradation of Contact Center Agents’ Skills and Training
    5.3 Industry Trends
           5.3.1 Innovation Spotlight

6 Contact Center Software Market Analysis, By Component (Page No. - 37)
    6.1 Introduction
    6.2 Software
           6.2.1 Interactive Voice Response
           6.2.2 Call Routing
           6.2.3 Automatic Call Distribution
           6.2.4 Computer Telephony Integration
           6.2.5 Customer Collaboration
           6.2.6 Dialer
                    6.2.6.1 Preview Dialer
                    6.2.6.2 Progressive Dialer
                    6.2.6.3 Predictive Dialer
           6.2.7 Reporting and Analytics
           6.2.8 Workforce Optimization
           6.2.9 Call Recording
           6.2.10 Others
    6.3 Services
           6.3.1 Professional Services
                    6.3.1.1 Integration and Implementation
                    6.3.1.2 Consulting
                    6.3.1.3 Training and Support
           6.3.2 Managed Services

7 Contact Center Software Market Analysis, By Deployment Type (Page No. - 54)
    7.1 Introduction
    7.2 Cloud
    7.3 On-Premises

8 Contact Center Software Market Analysis, By Organization Size (Page No. - 58)
    8.1 Introduction
    8.2 Large Enterprises
    8.3 Small and Medium-Sized Enterprises

9 Contact Center Software Market Analysis, By Vertical (Page No. - 62)
    9.1 Introduction
    9.2 Banking, Financial Services, and Insurance
    9.3 Retail and Consumer Goods
    9.4 IT and Telecom
    9.5 Healthcare
    9.6 Travel and Hospitality
    9.7 Government
    9.8 Media and Entertainment
    9.9 Others

10 Geographic Analysis (Page No. - 72)
     10.1 Introduction
     10.2 North America
     10.3 Europe
     10.4 Asia Pacific
     10.5 Middle East and Africa
     10.6 Latin America

11 Competitive Landscape (Page No. - 98)
     11.1 Microquadrant Overview
             11.1.1 Visionary Leaders
             11.1.2 Innovators
             11.1.3 Dynamic Differentiators
             11.1.4 Emerging Companies
     11.2 Competitive Benchmarking
             11.2.1 Strength of Product Portfolio in the Market
             11.2.2 Business Strategy Excellence Adopted in the Market

12 Company Profiles (Page No. - 102)
     12.1 8x8, Inc.
(Business Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments)*
     12.2 Alcatel-Lucent Enterprise
     12.3 Ameyo (Drishti-Soft)
     12.4 Avaya Inc.
     12.5 Cisco
     12.6 Enghouse Interactive Inc.
     12.7 Five9, Inc.
     12.8 Genesys
     12.9 Huawei Technologies Co., Ltd.
     12.10 Mitel Networks Corporation
     12.11 Oracle
     12.12 SAP
     12.13 Unify, Inc.

*Details on Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments Might Not Be Captured in Case of Unlisted Companies.

13 Appendix (Page No. - 147)
     13.1 Key Industry Insights
     13.2 Discussion Guide
     13.3 Knowledge Store: Marketsandmarkets’ Subscription Portal
     13.4 Introducing RT: Real Time Market Intelligence
     13.5 Available Customizations
     13.6 Related Reports
     13.7 Author Details


List of Tables (79 Tables)

Table 1 Contact Center Software Market Size, By Component, 2015–2022 (USD Million)
Table 2 Software: Contact Center Software Market Size, By Type, 2015–2022 (USD Million)
Table 3 Interactive Voice Response Market Size, By Region, 2015–2022 (USD Million)
Table 4 Call Routing Market Size, By Region, 2015–2022 (USD Million)
Table 5 Automatic Call Distribution Market Size, By Region, 2015–2022 (USD Million)
Table 6 Computer Telephony Integration Market Size, By Region, 2015–2022 (USD Million)
Table 7 Customer Collaboration Market Size, By Region, 2015–2022 (USD Million)
Table 8 Dialer Market Size, By Region, 2015–2022 (USD Million)
Table 9 Preview Dialer Market Size, By Region, 2015–2022 (USD Million)
Table 10 Progressive Dialer Market Size, By Region, 2015–2022 (USD Million)
Table 11 Predictive Dialer Market Size, By Region, 2015–2022 (USD Million)
Table 12 Reporting and Analytics Market Size, By Region, 2015–2022 (USD Million)
Table 13 Workforce Optimization Market Size, By Region, 2015–2022 (USD Million)
Table 14 Call Recording Market Size, By Region, 2015–2022 (USD Million)
Table 15 Other Software Market Size, By Region, 2015–2022 (USD Million)
Table 16 Services: Contact Center Software Market Size, By Type, 2015–2022 (USD Million)
Table 17 Professional Services Market Size, By Type, 2015–2022 (USD Million)
Table 18 Professional Services Market Size, By Region, 2015–2022 (USD Million)
Table 19 Integration and Implementation Market Size, By Region, 2015–2022 (USD Million)
Table 20 Consulting Market Size, By Region, 2015–2022 (USD Million)
Table 21 Training and Support Market Size, By Region, 2015–2022 (USD Million)
Table 22 Managed Services Market Size, By Region, 2015–2022 (USD Million)
Table 23 Contact Center Software Market Size, By Deployment Type, 2015–2022 (USD Million)
Table 24 Cloud Market Size, By Region 2015–2022 (USD Million)
Table 25 On-Premises Market Size, By Region, 2015–2022 (USD Million)
Table 26 Contact Center Software Market Size, By Organization Size, 2015–2022 (USD Million)
Table 27 Large Enterprises Market Size, By Region, 2015–2022 (USD Million)
Table 28 Small and Medium-Sized Enterprises Market Size, By Region, 2015–2022 (USD Million)
Table 29 Contact Center Software Market Size, By Vertical, 2015–2022 (USD Million)
Table 30 Banking, Financial Services, and Insurance: Market Size, By Region, 2015–2022 (USD Million)
Table 31 Retail and Consumer Goods: Market Size, By Region, 2015–2022 (USD Million)
Table 32 IT and Telecom: Market Size, By Region, 2015–2022 (USD Million)
Table 33 Healthcare: Market Size, By Region, 2015–2022 (USD Million)
Table 34 Travel and Hospitality: Market Size, By Region, 2015–2022 (USD Million)
Table 35 Government: Market Size, By Region, 2015–2022 (USD Million)
Table 36 Media and Entertainment: Market Size, By Region, 2015–2022 (USD Million)
Table 37 Others: Market Size, By Region, 2015–2022 (USD Million)
Table 38 Contact Center Software Market Size, By Region, 2015–2022 (USD Million)
Table 39 North America: Market Size, By Component, 2015–2022 (USD Million)
Table 40 North America: Market Size, By Software Type, 2015–2022 (USD Million)
Table 41 North America: Market Size, By Dialer Type, 2015–2022 (USD Million)
Table 42 North America: Market Size, By Service, 2015–2022 (USD Million)
Table 43 North America: Market Size, By Professional Service, 2015–2022 (USD Million)
Table 44 North America: Market Size, By Deployment Type, 2015–2022 (USD Million)
Table 45 North America: Market Size, By Organization Size, 2015–2022 (USD Million)
Table 46 North America: Market Size, By Vertical, 2015–2022 (USD Million)
Table 47 Europe: Market Size, By Component, 2015–2022 (USD Million)
Table 48 Europe: Market Size, By Software Type, 2015–2022 (USD Million)
Table 49 Europe: Market Size, By Dialer Type, 2015–2022 (USD Million)
Table 50 Europe: Market Size, By Service, 2015–2022 (USD Million)
Table 51 Europe: Market Size, By Professional Service, 2015–2022 (USD Million)
Table 52 Europe: Market Size, By Deployment Type, 2015–2022 (USD Million)
Table 53 Europe: Market Size, By Organization Size, 2015–2022 (USD Million)
Table 54 Europe: Market Size, By Vertical, 2015–2022 (USD Million)
Table 55 Asia Pacific: Contact Center Software Market Size, By Component, 2015–2022 (USD Million)
Table 56 Asia Pacific: Market Size, By Software Type, 2015–2022 (USD Million)
Table 57 Asia Pacific: Market Size, By Dialer Type, 2015–2022 (USD Million)
Table 58 Asia Pacific: Market Size, By Service, 2015–2022 (USD Million)
Table 59 Asia Pacific: Market Size, By Professional Service, 2015–2022 (USD Million)
Table 60 Asia Pacific: Market Size, By Deployment Type, 2015–2022 (USD Million)
Table 61 Asia Pacific: Market Size, By Organization Size, 2015–2022 (USD Million)
Table 62 Asia Pacific: Market Size, By Vertical, 2015–2022 (USD Million)
Table 63 Middle East and Africa: Contact Center Software Market Size, By Component, 2015–2022 (USD Million)
Table 64 Middle East and Africa: Market Size, By Software Type, 2015–2022 (USD Million)
Table 65 Middle East and Africa: Market Size, By Dialer Type, 2015–2022 (USD Million)
Table 66 Middle East and Africa: Market Size, By Service, 2015–2022 (USD Million)
Table 67 Middle East and Africa: Market Size, By Professional Service, 2015–2022 (USD Million)
Table 68 Middle East and Africa: Market Size, By Deployment Type, 2015–2022 (USD Million)
Table 69 Middle East and Africa: Market Size, By Organization Size, 2015–2022 (USD Million)
Table 70 Middle East and Africa: Market Size, By Vertical, 2015–2022 (USD Million)
Table 71 Latin America: Contact Center Software Market Size, By Component, 2015–2022 (USD Million)
Table 72 Latin America: Market Size, By Software Type, 2015–2022 (USD Million)
Table 73 Latin America: Market Size, By Dialer Type, 2015–2022 (USD Million)
Table 74 Latin America: Market Size, By Service, 2015–2022 (USD Million)
Table 75 Latin America: Market Size, By Professional Service, 2015–2022 (USD Million)
Table 76 Latin America: Market Size, By Deployment Type, 2015–2022 (USD Million)
Table 77 Latin America: Market Size, By Organization Size, 2015–2022 (USD Million)
Table 78 Latin America: Market Size, By Vertical, 2015–2022 (USD Million)
Table 79 Market Ranking for the Contact Center Software Market


List of Figures (40 Figures)

Figure 1 Contact Center Software Market Segmentation
Figure 2 Market Research Design
Figure 3 Breakdown of Primary Interviews: By Company, Designation, and Region
Figure 4 Data Triangulation
Figure 5 Market Size Estimation Methodology: Bottom-Up Approach
Figure 6 Market Size Estimation Methodology: Top-Down Approach
Figure 7 Contact Center Software Market: Assumptions
Figure 8 Microquadrant Overview: Criteria Weightage
Figure 9 Microquadrant Matrix
Figure 10 Top 3 Segments for the Contact Center Software Market During the Forecast Period
Figure 11 North America is Estimated to Hold the Largest Share of the Contact Center Software Market in 2017
Figure 12 Maximized Operational Efficiency and Security Factors is Expected to Drive the Growth of the Contact Center Software Market
Figure 13 Services Segment is Expected to Grow at A Higher CAGR During the Forecast Period
Figure 14 Cloud Deployment Type is Expected to Grow at A Higher CAGR in the Contact Center Software Market During the Forecast Period
Figure 15 Customer Collaboration is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 16 Small and Medium-Sized Enterprises Segment is Expected to Grow at A Higher CAGR During the Forecast Period
Figure 17 Banking, Financial Services, and Insurance Vertical, and North America are Estimated to Hold the Largest Market Size in 2017
Figure 18 Asia Pacific is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 19 Contact Center Software Market: Drivers, Restraints, Opportunities, and Challenges
Figure 20 Services Segment is Expected to Grow at A Higher CAGR During the Forecast Period
Figure 21 Customer Collaboration Software is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 22 Predictive Dialer is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 23 Managed Services Segment is Expected to Grow at A Higher CAGR During the Forecast Period
Figure 24 Consulting Services Segment is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 25 Cloud Deployment Type is Expected to Grow at A Higher CAGR During the Forecast Period
Figure 26 Small and Medium-Sized Enterprises Segment is Expected to Grow at A Higher CAGR During the Forecast Period
Figure 27 Retail and Consumer Goods Vertical is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 28 Asia Pacific is Expected to Witness A Significant Growth During the Forecast Period
Figure 29 Asia Pacific is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 30 North America: Market Snapshot
Figure 31 Asia Pacific: Market Snapshot
Figure 32 Contact Center Software Market (Global) Competitive Leadership Mapping ,2017
Figure 33 8x8, Inc.: Company Snapshot
Figure 34 Avaya Inc.: Company Snapshot
Figure 35 Cisco: Company Snapshot
Figure 36 Five9, Inc.: Company Snapshot
Figure 37 Huawei Technologies Co., Ltd.: Company Snapshot
Figure 38 Mitel Networks Corporation: Company Snapshot
Figure 39 Oracle: Company Snapshot
Figure 40 SAP: Company Snapshot

The contact center software market is expected to grow from USD 15.29 Billion in 2017 to USD 29.13 Billion by 2022 at a Compound Annual Growth Rate (CAGR) of 13.8%, due to the rising usage of contact center solutions among organizations to offer customers with enhanced experience through multiple channels, including voice, video, web, mobile, and social media. The contact center software offers competitive advantages to organizations by helping them to increase productivity through the automation of inbound and outbound operations of a contact center.

Evolution of the technology has changed the way enterprises deal with the potential customers. Intelligent communication that offers ubiquitous working environment to interact with the customers has become a basic requirement for customer-centric enterprises. The contact center software is a communication and collaboration application that enables users to resolve inbound queries and manage outbound to serve or acquire customers. Enhanced business agility, improved business continuity, and the growing acceptance of home-based work are driving the growth of cloud-based contact center software market.

Professional services, including consulting, training and support, and integration and implementation of contact center software, are a widely used service type in the contact center software market. Managed services have a higher adoption rate than professional services. Managed services empower organizations to focus on their core business functions while delegating contact center operations to professionals. Managed service providers ensure the efficient management of contact center processes and simultaneously deliver enhanced customer experience through multiple channels.

Contact center software and services are being increasingly adopted across various industry verticals, such as banking, financial services, and insurance (BFSI); retail and consumer goods; travel and hospitality; and healthcare. The increasing adoption rate is expected to drive the global contact center software market. The retail and consumer goods vertical is expected to grow at the highest CAGR during the forecast period.

Contact Center Software Market

North America is expected to hold the largest market share and dominate the market from 2017 to 2022. This is mainly because there is a high focus on innovations and technology adoption, especially in the developed economies of North America. The high adoption of cloud, mobile, analytics, and social media among enterprises across various industry verticals has helped contact center software market to grow in North America. APAC is expected to be the fastest-growing region in the global market. The growth in the region is attributed to the presence of a large number of SMEs and huge customer base.

However, the high initial investment incurred while the integration of new age solutions with legacy systems and the risk of information loss are anticipated to restrain the market growth. The implementation of contact center software helps organizations to communicate effectively with customers through various channels and to manage customer queries efficiently.

Major vendors in the global contact center software market include Genesys Telecommunications Laboratories, Inc.(US), Cisco Systems (US), Avaya Inc. (US), Mitel Networks Corporation (Canada), Enghouse Interactive (US), SAP SE (Germany), Five9, Inc (US), Huawei Technologies Co., Ltd. (China), Alcatel-Lucent Enterprise (France), Oracle Corporation (US), 8x8, Inc. (US), Unify Inc. (US), and Drishti Soft Solutions Pvt. Ltd. (India). These vendors have adopted various types of organic and inorganic growth strategies, such as new product launches, partnerships and collaborations, and mergers and acquisitions to expand their offerings and presence in the global contact center software market.

To speak to our analyst for a discussion on the above findings, click Speak to Analyst

Custom Market Research Services

We will customize the research for you, in case the report listed above does not meet with your exact requirements. Our custom research will comprehensively cover the business information you require to help you arrive at strategic and profitable business decisions.

Please visit http://www.marketsandmarkets.com/knowledge-process-outsourcing-services.asp to specify your custom Research Requirement

Connect With Us

Follow us on LinkedIn  Follow us on Facebook   Follow us on Twitter 
Live Chat Support


US : 1-888-600-6441
UK : 44-800-368-9399

Search reports



Access reports on all high
growth Software and Services Markets on KnowledgeStore
Request Demo