Contact Center Software Market by Component (Solutions and Services), Deployment Model (Cloud and On-Premises), Organization Size ( Large and Small and Medium-Sized Enterprises), Industry and Region - Global Forecast to 2027
[337 Pages Report] The global Contact Center Software market is projected to grow from USD 35.3 billion in 2022 to USD 93.7 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 21.6% during the forecast period. The rising adoption of advanced contact center technologies is one of the primary factors driving the market growth. Moreover, the increasing adoption of virtual and cloud-based contact center solutions during and post-COVID-19 are driving the adoption of Contact Center Software solutions.
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COVID-19 Impact
Contact centers offering information regarding travel and healthcare significantly increased. Contact centers deployed automated techniques such as chatbots, AI, and natural language processing to help caller with first contact resolution. The pandemic also impacted consumer behavior. This has led to the adoption of chatbots, emails, and chats while most customers prefer talking to human agents. This has also boosted digital transformation across industries. Hence, contact center solutions are becoming a strategic solution and, in many instances, it can be considered a brand's face.
Contact Center Software Market Dynamics
Driver: Role of social media in contact center operations
Modern contact center solution providers focus on providing organizations with social media capabilities to handle queries that originate from social media to assess brand value and brand impact, and to reduce costs and complexities associated with abandoned queries and customer turnovers. Social media plays a key role in identifying social media influencers, word of mouth, emotion, and sentiments, and brand image to improve the overall efficiency of contact center agents and offered services or products. Also, customers have a favorable take on companies that respond to customer queries and comments on social media. According to Microsoft's 2018 State of Global Customer Service Report, 59% of surveyed respondents have a favorable view of the brand that responds to customer service questions and complaints on social media. This adds to the incorporation of social media channels in contact centers.
Restraint: Inadequate network bandwidth minimizes the adoption of VoIP and cloud-based telephony
With growing digitalization, many contact centers plan to improve their communication processes with VoIP systems and cloud telephony platforms. Added benefits of modern VoIP systems and cloud telephony platforms requiring no use of special hardware and easy-to-switch locations make them a preferred choice of communication across contact centers. However, enterprises facing a lack of bandwidth issues find it tough to address challenges of poor voice quality, network jitters, improperly configured internal networks and security issues. These problems need to be properly taken care of by enterprises, while using Voice over Internet Protocol (VoIP) systems and cloud telephony platforms to efficiently cater to customers, which is why economies facing fluctuating network bandwidth refrain from using VoIP and cloud telephony services. The slowest internet speeds are clustered in parts of MEA and Latin America. Hence, the adoption of contact center solutions is expected to be the lowest in these regions.
Opportunity: Growing demand for analyzing audio and video conversations
Speech and video analytics encompass tone, emotion, and sentiment detection analytics that would help contact centers understand customers' key pain points, build loyalty, and enhance the customer experience. Hence, speech recognition and call analytics are gaining popularity in the contact center software market as they enable enterprises to collect, structure effectively, and analyze large volumes of customer and prospect data passing through their front offices and to know their customers better way closely.
The speech and video analytics technology help contact centers analyze audio and video conversations in real time, by automating a range of operational processes, including call and video recording, speech recognition and transcription, emotion detection and analysis, search by keywords and extraction of actionable insights, conversation quality management, behavioral analysis, and other forms of data analysis. As the insights gained from incorporating video and speech analytics would enable contact centers to improve customer satisfaction levels, contact center companies are increasingly partnering with video conferencing companies and contact center AI and speech analytics technology providers. Challenge: Barriers to moving contact centers to cloud environments
The cloud is constantly becoming a popular deployment option among contact centers, especially in the post-COVID-19 chaos, with more employees working remotely and profit margins declining considerably. Most of companies have shifted or are planning to shift their contact centers completely to the cloud as it offers several benefits, such as improved flexibility, cost reduction, real-time control, continuous innovation, integrated reporting, and manageable multi-site contact centers. Despite such benefits, the fear of losing control and security and issues associated with storage, retention, continuous accessibility, and portability, resist companies from moving completely to the cloud.
However, the availability of private cloud options, benefits of implementation and integration as well as training, support, and maintenance services, and growing compliance adherence with regulations (but not limited to), such as HIPAA, PCI DSS, SOC, GDPR, and OFCOM by the cloud contact providers are the barriers in moving to cloud environments.
Contact Center Software Market Ecosystem
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By Component, the Services segment is expected to account for a higher growth during the forecast period
The services segment is expected to account for a higher growth rate during the forecast period. Contact center services involve consulting; implementation and integration; and training, support, and maintenance. These services help identify the type of integration required by organizations to meet their contact center demands. Companies offering contact center-related services deploy consultants, solution experts, and dedicated project management teams, which specialize in the design and delivery of critical decision-support software, tools, and services.
By industry, the BFSI segment is expected to account for the largest market size during the forecast period
By industry, the Banking, Financial Services, and Insurance (BFSI) segment is estimated to account for the largest market share. Contact center solutions enable BFSI companies to monitor, manage, and assist remote agents selling and earning incentives based on the sale of insurance and banking products, such as credit cards and loans. The contact center solutions are also used within departments for protecting businesses from costly regulatory litigations and reputational risks due to fraudulent activities while storing and managing customer information and serving customers.
By region, Asia Pacific is expected to record the highest growth during the forecast period
Asia Pacific comprises emerging economies including China, Japan, Australia and New Zealand, and the rest of Asia Pacific. The Asia Pacific market is gaining huge traction among global businesses. Asia Pacific consists of countries with a complex ecosystem of start-ups, governments, SMEs, and large multinational companies using and developing an array of valuable ICT solutions. Major factors for technological advancements in the region are the rising levels of urbanization, technological innovation, and government support for the digital economy. Rapid telecommunications, cloud computing, and IoT advancements have led to several organizations adopting cloud-based strategies. With the increasing adoption of cloud technologies and the rising amount of business processes, there has been a significant rise in the adoption of contact center software solutions. Asia Pacific is expected to experience extensive growth opportunities in the next few years, owing to the rising adoption of advanced technologies such as cloud, and AI- and NLP-enabled bots.
Asia Pacific: Contact Center Software Market Snapshot
Key Market Players
The report includes the study of key players offering Contact Center Software solutions and services. The major vendors in the market include IBM (US), Genesys (US), AWS (US), Five9 (US), Twilio (US), Mitel (Canada), Cisco (US), BT (UK), Verizon (US), and Avaya (US).
The study includes an in-depth competitive analysis of these key players in the Contact Center Software market, including their company profiles and strategies undertaken.
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Report Metrics |
Details |
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Market size available for years |
2022-2027 |
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Base year considered |
2021 |
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Forecast period |
2022-2027 |
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Forecast units |
Value (USD Million/Billion) |
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Segments covered |
Components (Solution and Services), Deployment Models, Organization Size, Industries, and Regions |
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Regions covered |
North America, Europe, Asia Pacific, Middle East & Africa, and Latin America |
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Companies covered |
IBM (US), Genesys (US), AWS (US), Five9 (US), Twilio (US), Mitel (Canada), Cisco (US), BT (UK), Verizon (US), Avaya (US), Vonage (US), 8x8 (US), Atos (France), Talkdesk (US), NICE (Israel), Alcatel Lucent Enterprise (France) and more. |
This research report categorizes the Contact Center Software market to forecast revenue and analyze trends in each of the following submarkets:
Based on the Component:
- Solution
- Omnichannel Routing
- Workforce Engagement Management
- Reporting and Analytics
- Customer Engagement
- Others (CTI, Messaging, Compliance, and Data Integration)
- Services
- Consulting
- Integration and Implementation
- Training Support and Maintenance
Based on the Deployment Model:
- On-premises
- Cloud
Based on the Organization Size:
- Small and Medium-Sized Enterprises
- Large Enterprises
Based on the Vertical:
- BFSI
- Telecommunications
- IT and ITES
- Government and Public Sector
- Retail and Consumer Goods
- Manufacturing
- Energy and Utilities
- Others (Media and Entertainment, Healthcare and Life Sciences, Travel and Hospitality, Transportation and Logistics, and Education)
Based on Regions:
- North America
- United States
- Canada
- Europe
- United Kingdom
- Germany
- France
- Belgium
- Rest of Europe
- Asia Pacific
- China
- Japan
- Australia and New Zealand
- Rest of Asia Pacific
- Middle East & Africa
- United Arab Emirates
- Kingdom of Saudi Arabia
- Rest of Middle East & Africa
- Latin America
- Brazil
- Mexico
- Rest of Latin America
Recent Developments:
- In April 2022, Five9 has announced an enhanced strategic agreement with Deloitte Canada, an independent firm under the Deloitte brand that provides a broad range of integrated services and world-class capabilities to public and private clients spanning multiple industries. The expanded collaboration will drive customer experience transformation, as Five9 continues to expand its international footprint. It closely aligns with Five9 and Deloitte Canada’s proven success in partnering with Canadian companies to meet the growing demand for digital age networking and Cloud Contact Center as a Service (CCaaS).
- In February 2022, Thrive and Genesys has partnered to help businesses counter the employee burnout crisis. Thrive reset for Genesys enables businesses to incorporate well-being breaks into the workflow, resulting in higher employee satisfaction and better customer experiences.
- In March 2022, Twilio Frontline, the programmable sales engagement solution, was made generally available. Twilio Frontline is a mobile-first application designed for salespeople to build personalized digital relationships with clients over channels like SMS, MMS, WhatsApp, Voice, and Chat while maintaining security and compliance.
- In January 2021, AWS announced the availability of a new API in Amazon Connect to enable the addition and updating of queues, association, or disassociation of quick connects, and updating of hours of operation for queues across contact centers.
Frequently Asked Questions (FAQ):
What is the projected market value of the global Contact Center Software market?
The global Contact Center Software market is projected to grow from USD 35.3 billion in 2022 to USD 93.7 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 21.6% during the forecast period.
Which region has the largest market share in the Contact Center Software market?
North America is estimated to account for the largest share in the Contact Center Software market in 2022. The growth in call volumes, increase in demand for the remote management of contact center agent performance, heightened adoption of contact center solutions by government and public sector organizations, and rise in M&As and partnerships by contact center providers in the region drive the adoption of contact center solutions in North America.
Which Component is expected to have the highest market share?
The solutions segment is expected to have a higher market share among components. The growth of the solutions segment is due to the increasing need to manage customer-agent interactions, automate contact center administration processes, enhance customer service, and improve agents' productivity across contact centers.
Which deployment model to grow at the highest CAGR?
The cloud deployment model is expected to grow at a higher CAGR during the forecast period due to low TCO, CAPEX benefits, and flexible and scalable solutions.
Who are the major vendors in the Contact Center Software market?
The major vendors in the Contact Center Software market include IBM (US), Genesys (US), AWS (US), Five9 (US), Twilio (US), Mitel (Canada), Cisco (US), BT (UK), Verizon (US), and Avaya (US). .
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TABLE OF CONTENTS
1 INTRODUCTION (Page No. - 42)
1.1 STUDY OBJECTIVES
1.2 MARKET DEFINITION
1.2.1 INCLUSIONS AND EXCLUSIONS
1.3 MARKET SCOPE
1.3.1 MARKET SEGMENTATION
1.3.2 GEOGRAPHIC SCOPE
1.3.3 YEARS CONSIDERED
1.4 CURRENCY CONSIDERED
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2019–2021
1.5 STAKEHOLDERS
1.6 SUMMARY OF CHANGES
2 RESEARCH METHODOLOGY (Page No. - 48)
2.1 RESEARCH DATA
FIGURE 1 CONTACT CENTER SOFTWARE MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
2.1.2.1 Breakup of primaries
FIGURE 2 BREAKUP OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION
2.1.2.2 Key industry insights
2.2 MARKET BREAKUP AND DATA TRIANGULATION
FIGURE 3 DATA TRIANGULATION
2.3 MARKET SIZE ESTIMATION
FIGURE 4 MARKET: TOP–DOWN AND BOTTOM–UP APPROACHES
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 1 (SUPPLY SIDE): REVENUE OF SERVICES FROM CONTACT CENTER SOFTWARE VENDORS
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF CONTACT CENTER SOFTWARE VENDORS
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 2 (DEMAND SIDE): CONTACT CENTER SOFTWARE MARKET
FIGURE 8 MARKET SIZE ESTIMATION METHODOLOGY – SUPPLY SIDE: ILLUSTRATION OF VENDOR REVENUE ESTIMATION
2.4 MARKET FORECAST
TABLE 2 FACTOR ANALYSIS
2.5 COMPANY EVALUATION MATRIX METHODOLOGY
FIGURE 9 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE
2.6 STARTUP/SME EVALUATION MATRIX METHODOLOGY
FIGURE 10 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE
2.7 ASSUMPTIONS
2.8 LIMITATIONS
3 EXECUTIVE SUMMARY (Page No. - 62)
FIGURE 11 CONTACT CENTER MARKET: GLOBAL SNAPSHOT, 2020–2027
FIGURE 12 TOP-GROWING SEGMENTS IN CONTACT CENTER MARKET
FIGURE 13 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING FORECAST PERIOD
FIGURE 14 CLOUD DEPLOYMENT MODEL TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
FIGURE 15 SMALL AND MEDIUM-SIZED ENTERPRISES TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
FIGURE 16 RETAIL & CONSUMER GOODS INDUSTRY VERTICAL TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
FIGURE 17 NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD
4 PREMIUM INSIGHTS (Page No. - 67)
4.1 BRIEF OVERVIEW OF CONTACT CENTER MARKET
FIGURE 18 INCREASING INVESTMENTS IN CONTACT CENTER SOLUTIONS TO IMPROVE AND ENHANCE CUSTOMER EXPERIENCES
4.2 CONTACT CENTER MARKET, BY COMPONENT, 2022 VS. 2027
FIGURE 19 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE BY 2027
4.3 CONTACT CENTER MARKET, BY SOLUTION, 2022 VS. 2027
FIGURE 20 OMNICHANNEL ROUTING TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027
4.4 CONTACT CENTER MARKET, BY SERVICE, 2022 VS. 2027
FIGURE 21 INTEGRATION & IMPLEMENTATION SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027
4.5 CONTACT CENTER MARKET, BY DEPLOYMENT MODEL, 2022 VS. 2027
FIGURE 22 ON-PREMISES DEPLOYMENT TO ACCOUNT FOR LARGER MARKET SHARE BY 2027
4.6 CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022 VS. 2027
FIGURE 23 LARGE ENTERPRISES TO ACCOUNT FOR LARGER MARKET SHARE BY 2027
4.7 CONTACT CENTER MARKET, BY INDUSTRY, 2022 VS. 2027
FIGURE 24 BANKING FINANCIAL SERVICES AND INSURANCE VERTICAL TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027
4.8 CONTACT CENTER MARKET—INVESTMENT SCENARIO
FIGURE 25 ASIA PACIFIC TO EMERGE AS BEST MARKET FOR INVESTMENT IN NEXT FIVE YEARS
5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 71)
5.1 INTRODUCTION
5.2 MARKET DYNAMICS
FIGURE 26 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CONTACT CENTER SOFTWARE MARKET
5.2.1 DRIVERS
5.2.1.1 Rising adoption of advanced contact center technologies
5.2.1.2 Need for handling contact center attrition and absenteeism
5.2.1.3 Role of social media in contact center operations
5.2.1.4 Increasing adoption of virtual and cloud-based contact center solutions during and post-COVID-19
5.2.1.5 Continuous transition to cloud-based contact centers
5.2.1.6 Growing demand for personalized and streamlined customer interactions
5.2.2 RESTRAINTS
5.2.2.1 Inadequate network bandwidth minimizes the adoption of VoIP and cloud-based telephony
5.2.2.2 High costs and long-term contracts associated with PRI phone services
5.2.2.3 Impact of IVR frauds and cyber-attacks on business operations
5.2.3 OPPORTUNITIES
5.2.3.1 Dynamic customer demands for robust self-service interactions
5.2.3.2 Growing demand for analyzing audio and video conversations
5.2.3.3 Shifting focus of enterprises toward work-from-home culture
5.2.4 CHALLENGES
5.2.4.1 Data privacy and security aspects
5.2.4.2 Barriers to moving contact centers to cloud environments
5.3 ECOSYSTEM
FIGURE 27 CONTACT CENTER SOFTWARE MARKET: ECOSYSTEM
5.4 SUPPLY CHAIN ANALYSIS
FIGURE 28 MARKET: SUPPLY CHAIN
5.5 KEY STAKEHOLDERS AND BUYING CRITERIA
5.5.1 KEY STAKEHOLDERS IN THE BUYING PROCESS
TABLE 3 KEY STAKEHOLDERS IN BUYING PROCESS BY TOP THREE INDUSTRY VERTICALS
5.5.2 BUYING CRITERIA
TABLE 4 CONTACT CENTER SOFTWARE VENDOR'S SELECTION CRITERIA
5.6 TECHNOLOGY ANALYSIS
5.6.1 ADVANCED ANALYTICS
5.6.1.1 Data analytics
5.6.1.2 Speech analytics
5.6.1.3 Sentiment analytics
5.6.2 ARTIFICIAL INTELLIGENCE
5.6.2.1 Machine learning
5.6.2.2 Natural language processing
5.7 PRICING ANALYSIS
TABLE 5 CONTACT CENTER SOFTWARE MARKET: PRICING ANALYSIS
5.8 PATENT ANALYSIS
FIGURE 29 NUMBER OF PATENTS PUBLISHED, 2012–2022
FIGURE 30 TOP FIVE PATENT OWNERS (GLOBAL)
TABLE 6 TOP TEN PATENT APPLICANTS (US)
TABLE 7 MARKET - PATENTS GRANTED TO CONTACT CENTER SOFTWARE VENDORS
5.9 KEY CONFERENCES AND EVENTS IN 2022–2023
TABLE 8 MARKET: DETAILED LIST OF CONFERENCES AND EVENTS
5.10 COVID-19 DRIVEN MARKET DYNAMICS
5.10.1 DRIVERS AND OPPORTUNITIES
5.10.2 RESTRAINTS AND CHALLENGES
5.11 CASE STUDY ANALYSIS
5.11.1 CASE STUDY 1: BFSI
5.11.2 CASE STUDY 2: MANUFACTURING
5.11.3 CASE STUDY 3: RETAIL
5.11.4 CASE STUDY 4: HEALTHCARE
5.11.5 CASE STUDY 5: TELECOMMUNICATIONS
5.11.6 CASE STUDY 6: INFORMATION TECHNOLOGY
5.11.7 CASE STUDY 7: GOVERNMENT
5.11.8 CASE STUDY 8: MEDIA AND ENTERTAINMENT
5.12 PORTER’S FIVE FORCES ANALYSIS
FIGURE 31 CONTACT CENTER SOFTWARE MARKET: PORTER’S FIVE FORCES ANALYSIS
TABLE 9 MARKET: PORTER’S FIVE FORCES ANALYSIS
5.12.1 THREAT OF NEW ENTRANTS
5.12.2 THREAT OF SUBSTITUTES
5.12.3 BARGAINING POWER OF SUPPLIERS
5.12.4 BARGAINING POWER OF BUYERS
5.12.5 INTENSITY OF COMPETITIVE RIVALRY
5.13 EMERGING TRENDS
FIGURE 32 TRENDS AND DISRUPTIONS IMPACTING MARKET
5.14 TARIFF AND REGULATORY LANDSCAPE
5.14.1 REGULATORY BODIES, GOVERNMENT AGENCIES AND OTHER ORGANIZATIONS
TABLE 10 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 11 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 12 ASIA-PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 13 REST OF WORLD: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
5.14.2 REGULATIONS
5.14.2.1 North America
5.14.2.2 Europe
5.14.2.3 Asia Pacific
5.14.2.4 Middle East and South Africa
5.14.2.5 Latin America
6 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT (Page No. - 106)
6.1 INTRODUCTION
FIGURE 33 SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
TABLE 14 MARKET, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 15 MARKET, BY COMPONENT, 2021–2027 (USD MILLION)
6.1.1 COMPONENT: MARKET DRIVERS
6.1.2 COMPONENT: COVID-19 IMPACT
6.2 SOLUTION
TABLE 16 SOLUTION: MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
TABLE 17 SOLUTION: MARKET SIZE, BY TYPE, 2021–2027 (USD MILLION)
TABLE 18 SOLUTION: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 19 SOLUTION: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.2.1 OMNICHANNEL ROUTING
6.2.1.1 Digital channels
6.2.1.2 Interactive voice response
6.2.1.3 Automatic call distributors
6.2.1.4 Dialers
6.2.1.5 Virtual agents
TABLE 20 OMNICHANNEL ROUTING: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 21 OMNICHANNEL ROUTING: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT
6.2.2.1 Workforce optimization
6.2.2.2 Call recording and quality management
TABLE 22 WORKFORCE ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 23 WORKFORCE ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.2.3 REPORTING AND ANALYTICS
6.2.3.1 Historical and customized reports
6.2.3.2 Speech analytics
6.2.3.3 Text analytics
TABLE 24 REPORTING AND ANALYTICS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 25 REPORTING AND ANALYTICS: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT
TABLE 26 CUSTOMER ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 27 CUSTOMER ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.2.5 OTHER SOLUTIONS
TABLE 28 OTHERS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 29 OTHERS: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.3 SERVICES
TABLE 30 SERVICES: MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
TABLE 31 SERVICES: MARKET SIZE, BY TYPE, 2021–2027 (USD MILLION)
TABLE 32 SERVICES: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 33 SERVICES: MARKET, BY REGION, 2021–2027 (USD MILLION)
6.3.1 CONSULTING
TABLE 34 CONSULTING: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 35 CONSULTING: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.3.2 IMPLEMENTATION AND INTEGRATION
TABLE 36 IMPLEMENTATION AND INTEGRATION: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 37 IMPLEMENTATION AND INTEGRATION: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.3.3 TRAINING, SUPPORT, AND MAINTENANCE
TABLE 38 TRAINING, SUPPORT, AND MAINTENANCE MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 39 TRAINING, SUPPORT, AND MAINTENANCE MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
7 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODEL (Page No. - 122)
7.1 INTRODUCTION
FIGURE 34 CLOUD DEPLOYMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
TABLE 40 MARKET, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 41 MARKET, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
7.1.1 DEPLOYMENT MODEL: MARKET DRIVERS
7.1.2 DEPLOYMENT MODEL: COVID-19 IMPACT
7.2 ON-PREMISES
TABLE 42 ON-PREMISES: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 43 ON-PREMISES: MARKET, BY REGION, 2021–2027 (USD MILLION)
7.3 CLOUD
TABLE 44 CLOUD: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 45 CLOUD: MARKET, BY REGION, 2021–2027 (USD MILLION)
8 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE (Page No. - 127)
8.1 INTRODUCTION
8.1.1 ORGANIZATION SIZE: MARKET
8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT
FIGURE 35 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
TABLE 46 MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 47 MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
8.2 LARGE ENTERPRISES
TABLE 48 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 49 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
8.3 SMALL AND MEDIUM-SIZED ENTERPRISES
TABLE 50 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2016–2020(USD MILLION)
TABLE 51 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
9 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY (Page No. - 132)
9.1 INTRODUCTION
FIGURE 36 BFSI INDUSTRY EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD
TABLE 52 MARKET, BY INDUSTRY, 2016-2020(USD MILLION)
TABLE 53 MARKET, BY VERTICAL, 2021-2027(USD MILLION)
9.1.1 INDUSTRY: MARKET DRIVERS
9.1.2 INDUSTRY: COVID-19 IMPACT
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
TABLE 54 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 55 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.3 TELECOMMUNICATIONS
TABLE 56 TELECOMMUNICATIONS: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 57 TELECOMMUNICATIONS: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.4 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES
TABLE 58 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 59 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.5 GOVERNMENT AND PUBLIC SECTOR
TABLE 60 GOVERNMENT AND PUBLIC SECTOR: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 61 GOVERNMENT AND PUBLIC SECTOR: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.6 RETAIL AND CONSUMER GOODS
TABLE 62 RETAIL AND CONSUMER GOODS: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 63 RETAIL AND CONSUMER GOODS: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.7 MANUFACTURING
TABLE 64 MANUFACTURING: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 65 MANUFACTURING: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.8 ENERGY AND UTILITIES
TABLE 66 ENERGY AND UTILITIES: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 67 ENERGY AND UTILITIES: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.9 OTHERS
TABLE 68 OTHERS: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 69 OTHERS: MARKET, BY REGION, 2021–2027 (USD MILLION)
10 CONTACT CENTER SOFTWARE MARKET, BY REGION (Page No. - 144)
10.1 INTRODUCTION
FIGURE 37 ASIA PACIFIC TO SHOW HIGHEST GROWTH RATE DURING FORECAST PERIOD
TABLE 70 MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 71 MARKET, BY REGION, 2021–2027 (USD MILLION)
10.2 NORTH AMERICA
10.2.1 NORTH AMERICA: MARKET DRIVERS
10.2.2 NORTH AMERICA: COVID-19 IMPACT
FIGURE 38 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SNAPSHOT
TABLE 72 NORTH AMERICA: MARKET, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 73 NORTH AMERICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 74 NORTH AMERICA: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
TABLE 75 NORTH AMERICA: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
TABLE 76 NORTH AMERICA: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
TABLE 77 NORTH AMERICA: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
TABLE 78 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 79 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
TABLE 80 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 81 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 82 NORTH AMERICA: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
TABLE 83 NORTH AMERICA: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
TABLE 84 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
TABLE 85 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
10.2.3 US
TABLE 86 US: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 87 US: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 88 US: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 89 US: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 90 US: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 91 US: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.2.4 CANADA
TABLE 92 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 93 CANADA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 94 CANADA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 95 CANADA: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 96 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 97 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.3 EUROPE
10.3.1 EUROPE: MARKET DRIVERS
10.3.2 EUROPE: COVID-19 IMPACT
TABLE 98 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 99 EUROPE: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 100 EUROPE: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
TABLE 101 EUROPE: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
TABLE 102 EUROPE: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
TABLE 103 EUROPE: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
TABLE 104 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 105 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
TABLE 106 EUROPE: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 107 EUROPE: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 108 EUROPE: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
TABLE 109 EUROPE: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
TABLE 110 EUROPE: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
TABLE 111 EUROPE: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
10.3.3 UK
TABLE 112 UK: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 113 UK: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 114 UK: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 115 UK: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.3.4 GERMANY
TABLE 116 GERMANY: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 117 GERMANY: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 118 GERMANY: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 119 GERMANY: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.3.5 FRANCE
TABLE 120 FRANCE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 121 FRANCE: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 122 FRANCE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 123 FRANCE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.3.6 BELGIUM
TABLE 124 BELGIUM: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 125 BELGIUM: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 126 BELGIUM: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 127 BELGIUM: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.3.7 REST OF EUROPE
TABLE 128 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 129 REST OF EUROPE: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 130 REST OF EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 131 REST OF EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.4 ASIA PACIFIC
10.4.1 ASIA PACIFIC: MARKET DRIVERS
10.4.2 ASIA PACIFIC: COVID-19 IMPACT
FIGURE 39 ASIA PACIFIC: MARKET SNAPSHOT
TABLE 132 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 133 ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 134 ASIA PACIFIC: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
TABLE 135 ASIA PACIFIC: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
TABLE 136 ASIA PACIFIC: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
TABLE 137 ASIA PACIFIC: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
TABLE 138 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 139 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
TABLE 140 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 141 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 142 ASIA PACIFIC: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
TABLE 143 ASIA PACIFIC: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
TABLE 144 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
TABLE 145 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
10.4.3 CHINA
TABLE 146 CHINA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 147 CHINA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 148 CHINA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 149 CHINA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.4.4 JAPAN
TABLE 150 JAPAN: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 151 JAPAN: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 152 JAPAN: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 153 JAPAN: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.4.5 AUSTRALIA AND NEW ZEALAND
TABLE 154 AUSTRALIA AND NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 155 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 156 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 157 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.4.6 REST OF ASIA PACIFIC
TABLE 158 REST OF ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 159 REST OF ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 160 REST OF ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 161 REST OF ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.5 MIDDLE EAST & AFRICA
10.5.1 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET DRIVERS
10.5.2 MIDDLE EAST & AFRICA: COVID-19 IMPACT
TABLE 162 MIDDLE EAST & AFRICA: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 163 MIDDLE EAST & AFRICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 164 MIDDLE EAST & AFRICA: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
TABLE 165 MIDDLE EAST & AFRICA: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
TABLE 166 MIDDLE EAST & AFRICA: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
TABLE 167 MIDDLE EAST & AFRICA: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
TABLE 168 MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 169 MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
TABLE 170 MIDDLE EAST & AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 171 MIDDLE EAST & AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 172 MIDDLE EAST & AFRICA: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
TABLE 173 MIDDLE EAST & AFRICA: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
TABLE 174 MIDDLE EAST & AFRICA: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
TABLE 175 MIDDLE EAST & AFRICA: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
10.5.3 SAUDI ARABIA
TABLE 176 SAUDI ARABIA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 177 SAUDI ARABIA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 178 SAUDI ARABIA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 179 SAUDI ARABIA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.5.4 UAE
TABLE 180 UAE: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 181 UAE: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 182 UAE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 183 UAE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.5.5 REST OF MIDDLE EAST & AFRICA
TABLE 184 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 185 REST OF MIDDLE EAST & AFRICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 186 REST OF MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 187 REST OF MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.6 LATIN AMERICA
10.6.1 LATIN AMERICA: MARKET DRIVERS
10.6.2 LATIN AMERICA: COVID-19 IMPACT
TABLE 188 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 189 LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 190 LATIN AMERICA: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
TABLE 191 LATIN AMERICA: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
TABLE 192 LATIN AMERICA: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
TABLE 193 LATIN AMERICA: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
TABLE 194 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 195 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
TABLE 196 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 197 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 198 LATIN AMERICA: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
TABLE 199 LATIN AMERICA: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
TABLE 200 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
TABLE 201 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
10.6.3 BRAZIL
TABLE 202 BRAZIL: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 203 BRAZIL: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 204 BRAZIL: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 205 BRAZIL: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.6.4 MEXICO
TABLE 206 MEXICO: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 207 MEXICO: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 208 MEXICO: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 209 MEXICO: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.6.5 REST OF LATIN AMERICA
TABLE 210 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 211 REST OF LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 212 REST OF LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 213 REST OF LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
11 COMPETITIVE LANDSCAPE (Page No. - 198)
11.1 INTRODUCTION
FIGURE 40 MARKET EVALUATION FRAMEWORK, 2019–2022
11.2 KEY PLAYERS’ STRATEGIES/RIGHT TO WIN
TABLE 214 OVERVIEW OF STRATEGIES BY KEY CONTACT CENTER SOFTWARE VENDORS
11.3 MARKET SHARE OF TOP VENDORS
TABLE 215 CONTACT CENTER SOFTWARE: DEGREE OF COMPETITION
FIGURE 41 CONTACT CENTER SOFTWARE MARKET: VENDOR SHARE ANALYSIS
11.4 HISTORICAL REVENUE ANALYSIS OF LEADING PLAYERS
FIGURE 42 HISTORICAL FIVE-YEAR REVENUE ANALYSIS OF LEADING PLAYERS, 2017-2021
11.5 COMPETITIVE SCENARIO
TABLE 216 MARKET: PRODUCT LAUNCHES AND ENHANCEMENTS, 2019–2022
TABLE 217 MARKET: DEALS, 2019–2022
11.6 COMPANY EVALUATION QUADRANT
11.6.1 STARS
11.6.2 EMERGING LEADERS
11.6.3 PERVASIVE PLAYERS
11.6.4 PARTICIPANTS
FIGURE 43 CONTACT CENTER SOFTWARE MARKET (GLOBAL): COMPANY EVALUATION QUADRANT, 2021
11.7 COMPANY PRODUCT FOOTPRINT ANALYSIS
TABLE 218 COMPANY APPLICATION FOOTPRINT
TABLE 219 COMPANY VERTICAL FOOTPRINT
TABLE 220 COMPANY REGION FOOTPRINT
TABLE 221 COMPANY FOOTPRINT
11.8 SME EVALUATION QUADRANT
11.8.1 PROGRESSIVE COMPANIES
11.8.2 RESPONSIVE COMPANIES
11.8.3 DYNAMIC COMPANIES
11.8.4 STARTING BLOCKS
FIGURE 44 CONTACT CENTER SOFTWARE MARKET: SME EVALUATION QUADRANT, 2021
11.8.5 COMPETITIVE BENCHMARKING
TABLE 222 MARKET: DETAILED LIST OF KEY STARTUP/SMES
11.9 SME/STARTUP PRODUCT FOOTPRINT ANALYSIS
TABLE 223 SME/STARTUP APPLICATION FOOTPRINT
TABLE 224 SME/STARTUP VERTICAL FOOTPRINT
TABLE 225 SME/STARTUP REGION FOOTPRINT
TABLE 226 SME/STARTUP FOOTPRINT
12 COMPANY PROFILES (Page No. - 218)
12.1 INTRODUCTION
12.2 KEY COMPANIES
(Business Overview, Products/Services/Solutions Offered, Recent Developments, and MnM View)*
12.2.1 GENESYS
TABLE 227 GENESYS: BUSINESS OVERVIEW
TABLE 228 GENESYS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 229 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 230 GENESYS: DEALS
12.2.2 IBM
TABLE 231 IBM: BUSINESS OVERVIEW
FIGURE 45 IBM: COMPANY SNAPSHOT
TABLE 232 IBM: PRODUCTS/SOLUTIONS/SERVICES OFFERED
12.2.3 AWS
TABLE 233 AWS: BUSINESS OVERVIEW
FIGURE 46 AWS: COMPANY SNAPSHOT
TABLE 234 AWS: SOLUTIONS/SERVICES OFFERED
TABLE 235 AWS: PRODUCT LAUNCHES
TABLE 236 AWS: DEALS
12.2.4 FIVE9
TABLE 237 FIVE9: BUSINESS OVERVIEW
FIGURE 47 FIVE9: COMPANY SNAPSHOT
TABLE 238 FIVE9: PRODUCTS/SERVICES/SOLUTIONS OFFERED
TABLE 239 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 240 FIVE9: DEALS
12.2.5 TWILIO
TABLE 241 TWILIO: BUSINESS OVERVIEW
FIGURE 48 TWILIO: COMPANY SNAPSHOT
TABLE 242 TWILIO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 243 TWILIO: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 244 TWILIO: DEALS
12.2.6 MITEL
TABLE 245 MITEL: BUSINESS OVERVIEW
TABLE 246 MITE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 247 MITEL: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 248 MITEL: DEALS
12.2.7 NICE
TABLE 249 NICE: BUSINESS OVERVIEW
FIGURE 49 NICE: COMPANY SNAPSHOT
TABLE 250 NICE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 251 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 252 NICE: DEALS
12.2.8 CISCO
TABLE 253 CISCO: BUSINESS OVERVIEW
FIGURE 50 CISCO: COMPANY SNAPSHOT
TABLE 254 CISCO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 255 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 256 CISCO: DEALS
12.2.9 BT
TABLE 257 BT: BUSINESS OVERVIEW
FIGURE 51 BT: COMPANY SNAPSHOT
TABLE 258 BT: PRODUCTS/SOLUTIONS/SERVICES OFFERED
12.2.10 VERIZON
TABLE 259 VERIZON: BUSINESS OVERVIEW
FIGURE 52 VERIZON: COMPANY SNAPSHOT
TABLE 260 VERIZON: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 261 VERIZON: PRODUCT LAUNCHES AND ENHANCEMENTS
12.2.11 AVAYA
TABLE 262 AVAYA: BUSINESS OVERVIEW
FIGURE 53 AVAYA: COMPANY SNAPSHOT
TABLE 263 AVAYA: SOLUTIONS/SERVICES OFFERED
TABLE 264 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 265 AVAYA: DEALS
12.2.12 VONAGE
TABLE 266 VONAGE: BUSINESS OVERVIEW
FIGURE 54 VONAGE: COMPANY SNAPSHOT
TABLE 267 VONAGE: PRODUCTS/SERVICES/SOLUTIONS OFFERED
TABLE 268 VONAGE: PRODUCT LAUNCHES
TABLE 269 VONAGE: DEALS
12.2.13 8X8
TABLE 270 8X8: BUSINESS OVERVIEW
FIGURE 55 8X8: COMPANY SNAPSHOT
TABLE 271 8X8: SOLUTIONS/SERVICES OFFERED
TABLE 272 8X8: PRODUCT LAUNCHES
TABLE 273 8X8: DEALS
12.2.14 ATOS
TABLE 274 ATOS: BUSINESS OVERVIEW
FIGURE 56 ATOS: COMPANY SNAPSHOT
TABLE 275 ATOS: SOLUTIONS/SERVICES OFFERED
TABLE 276 ATOS: PRODUCT LAUNCHES
TABLE 277 ATOS: DEALS
12.2.15 TALKDESK
TABLE 278 TALKDESK: BUSINESS OVERVIEW
TABLE 279 TALKDESK: PRODUCTS/SERVICES/SOLUTIONS OFFERED
TABLE 280 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 281 TALKDESK: DEALS
12.2.16 ALCATEL-LUCENT ENTERPRISE
12.2.17 SINCH
12.2.18 ORACLE
12.2.19 RINGCENTRAL
12.2.20 LIFESIZE
12.2.21 CONTENT GURU
12.2.22 ASPECT SOFTWARE
12.2.23 ENGHOUSE INTERACTIVE
12.2.24 3CLOGIC
12.2.25 AMEYO
12.2.26 INTRADO
12.2.27 AT&T
12.2.28 NEC
12.2.29 ZTE
* Business Overview, Products/Services/Solutions Offered, Recent Developments, and MnM View might not be captured in case of unlisted companies.
12.3 STARTUP/SME PROFILES
12.3.1 VOCALCOM
12.3.2 EVOLVE IP
12.3.3 UJET
12.3.4 AMTELCO
12.3.5 AVOXI
12.3.6 VCC LIVE
12.3.7 GLIA
12.3.8 BRIGHT PATTERN
12.3.9 COMPUTERTALK
12.3.10 C-ZENTRIX
13 ADJACENT MARKET (Page No. - 320)
13.1 INTRODUCTION
13.1.1 RELATED MARKET
TABLE 282 RELATED MARKET
13.2 CLOUD-BASED CONTACT CENTER MARKET
13.2.1 INTRODUCTION
TABLE 283 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
TABLE 284 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
13.2.2 SOLUTIONS
TABLE 285 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
TABLE 286 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2020–2025 (USD MILLION)
TABLE 287 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 288 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
13.2.2.1 Omnichannel routing
TABLE 289 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 290 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
13.2.2.2 Workforce engagement management
TABLE 291 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 292 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
13.2.2.3 Reporting and analytics
TABLE 293 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 294 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
13.2.2.4 Customer engagement management
TABLE 295 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 296 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
13.2.2.5 Other solutions
TABLE 297 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 298 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
13.2.3 SERVICES
TABLE 299 SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 300 SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
14 APPENDIX (Page No. - 330)
14.1 DISCUSSION GUIDE
14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
14.3 AVAILABLE CUSTOMIZATION OPTIONS
14.4 RELATED REPORTS
14.5 AUTHOR DETAILS
The study involved 4 major activities to estimate the current market size of Contact Center Software. Exhaustive secondary research was done to collect information on the market, the peer market, and the parent market. The next step was to validate these findings, assumptions, and sizing with industry experts across the value chain through primary research. Both top-down and bottom-up approaches were employed to estimate the complete market size. After that, the market breakup and data triangulation procedures were used to estimate the market size of the segments and subsegments.
Secondary Research
In the secondary research process, various secondary sources were referred to for identifying and collecting information for this study. The secondary sources included annual reports, press releases, and investor presentations of companies; whitepapers; certified publications; and articles from recognized associations, such as data center knowledge and government publishing sources. The research study involved the use of extensive secondary sources, directories, and databases, such as D&B Hoovers, DiscoverOrg, Factiva, Bloomberg BusinessWeek, Statista.com, Cloud Computing Association, OpenFog Consortium, SpiceCSM, National Association of call centers (ACCA), MENA Cloud Alliance, Association of Customer Contact Professionals (ACCP), International Trade Administration (ITA), Telecommunications Industry Association, United Nations Economic and Social Commission for Asia and the Pacific (ESCAP), Economic Commission for Latin America (ECLA), Arab Information and Communication Technology Organization (AICTO)) to identify and collect information useful for this technical, market-oriented, and commercial study of the Contact Center Software market. Secondary research was mainly used to obtain key information about the industry’s value chain, the total pool of key players, market classification and segmentation as per the industry trends to the bottom-most level, regional markets, and key developments from both market and technology-oriented perspectives.
Primary Research
In the primary research process, various primary sources from both the supply and demand sides were interviewed to obtain qualitative and quantitative information for this report. Primary sources from the supply-side included industry experts, such as Chief Executive Officers (CEOs), Vice Presidents (VPs), marketing directors, technology and innovation directors, and related key executives from various key companies and organizations providing Contact Center Software software. The primary sources from the demand side included the end-users of event management software solutions, which included Chief Information Officers (CIOs), IT technicians and technologists, and IT managers at public and investor-owned utilities.
The following figure depicts the breakup of the primary profiles:
Market Size Estimation
Both top-down and bottom-up approaches were used to estimate and validate the total size of the Contact Center Software market. They were also used extensively to estimate the size of various subsegments in the market. The research methodology used to estimate the market size includes the following:
- The key players in the industry and markets have been identified through extensive secondary research.
- The industry’s supply chain and market size, in terms of value, have been determined through primary and secondary research processes.
- All percentage shares, splits, and breakdowns have been determined using secondary sources and verified through primary sources.
Data Triangulation
After arriving at the overall market size—using the market size estimation processes as explained above—the market was split into several segments and subsegments. To complete the overall market engineering process and arrive at the exact statistics of each market segment and subsegment, the data triangulation and market breakup procedures were employed, wherever applicable. The data was triangulated by studying several factors and trends from both, the demand and supply sides, in the Contact Center Software market.
Report Objectives
- To describe and forecast the contact center software market based on components (solution and services), deployment models, organization size, industries, and regions
- To forecast the market size of five main regions: North America, Europe, Asia Pacific (APAC), Middle East & Africa (MEA), and Latin America
- To analyze subsegments with respect to individual growth trends, prospects, and contributions to the total market
- To provide detailed information about major factors (drivers, restraints, opportunities, and challenges) influencing the growth of the market
- To analyze opportunities in the market for stakeholders and provide details of the competitive landscape for major players
- To comprehensively analyze the core competencies* of key players in the market
- To track and analyze the competitive developments, such as product/solution launches and enhancements; business expansions; acquisitions; and partnerships, contracts, and collaborations, in the market.
Available Customizations
With the given market data, MarketsandMarkets offers customizations as per the company’s specific needs and on best effort basis for profiling of additional market players.
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- What are the Known and Unknown Adjacencies Impacting the Contact Center Software Market
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Growth opportunities and latent adjacency in Contact Center Software Market
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