Contact Center Software Market

Contact Center Software Market Size, Share, Analysis - by Solution (Intelligent Virtual Assistants, Customer Collaboration, Dialers, IVR, Workforce Optimization, Reporting & Analytics), Service, Deployment Type, Organization Size, Vertical, and Region, Forecast to 2023

Report Code: TC 5534 Jul, 2018, by marketsandmarkets.com

[191 pages Report] Contact Centre software is a telephony system that is used by enterprises/customers to communicate with each other. A contact center software empowers organizations to build and enhance relationship with their customers and prospects by providing effective communication across various channels, such as voice, video, web, chat, mobile applications, and social media. The contact center software helps organizations increase their overall productivity by optimizing inbound and outbound operations. Furthermore, it enables organizations with various capabilities, including call monitoring, analysis, and reporting from a centralized platform.

The Contact Center Software market size is estimated to grow from USD 17.7 billion in 2018 to USD 35.3 billion by 2023, at a Compound Annual Growth Rate (CAGR) of 14.9% from 2018 to 2023. Major growth drivers for this market include rise in omnichannel communication and growing need to cater to dynamic customer requirements.

Contact Center Software Market

Helped a leading vendor in the contact center software ecosystem to target opportunities worth ~USD 8 million in the APAC market

Client’s Problem Statement

A leading vendor in the contact center software ecosystem wanted information about the Asia Pacific market, trends in deployments across Asian countries, and industry trends in the Asia Pacific region. The client was also wanted to increase the company’s market share in the Asia Pacific region.

MnM Approach

MnM was engaged to conduct a study with the below-mentioned multiple objectives, which were achieved to the satisfaction of the client.
• A detailed competitive landscape for the Asia Pacific region, along with the benchmarking of the key vendors was provided to the client
• MnM provided comprehensive details of solutions and services offered by key contact center solution providers
• The market sizing and forecast for the Asia Pacific region across various industry verticals such as BFSI, consumer goods & retail, healthcare, and others were provided

Revenue Impact (RI)

Our analysis helped the client target opportunities worth ~USD 8 million in the said geography.

Consult our Analyst now

The BFSI vertical is expected to account for the largest market size during the forecast period.

The Banking, Financial Services, and Insurance (BFSI) vertical comprises commercial banks, insurance companies, non-banking financial companies, stock brokerage firms, and payment gateway providers. The BFSI vertical deals with critical financial data and credit risks; hence, it is a good contributor in the contact center software market. Owing to the continuous changes in the competitive environment, companies need to enhance their operational efficiencies and provide customized user experience. Contact center software helps financial institutions in mining customer data, including transactions, customer activities across banking and financial service websites, and customer queries through multiple channels. Furthermore, contact center software enables financial institutions to automate their business processes, thereby helping them reduce the service delivery time.

The large enterprises segment is expected to gain a larger market share during the forecast period.

Organizations with more than 1,000 employees are categorized as large enterprises. Large enterprises have their customers across regions and account for high market shares, technical expertise, and effective business strategies. Hence, large enterprises are expected to invest in new and latest technologies to run their business effectively. The large enterprises segment market size in the contact center software market is larger than that of SMEs. Moreover, adoption of contact center software has become an integral part of large enterprises to sustain their position in the highly competitive market. Furthermore, large enterprises prefer implementing software and services that are expected to assist them in enhancing their profit.

Rapid adoption of contact center software is expected to make North America the largest regional market.

In the US and Canada, organizations have rapidly adopted and invested in the emerging technologies, such as analytics, big data, and cloud platforms. North America has the first-mover advantage of adopting new technologies, such as big data and cloud platforms. Moreover, there has been an increasing demand among enterprises to increase their overall productivity by optimizing inbound and outbound operations in the region. Several companies willingly invest in North America due to the presence of many large enterprises in the region. These factors along with stable economy, technology enhancements, and optimized infrastructure costs are expected to drive the North American contact center software market.

Contact Center Software Market

“Asia-pacific is projected to grow at the highest rate during the forecast period”

APAC is expected to be the fastest-growing region in the global contact center software market, owing to the presence of considerable number of SMEs and a broad customer base in the region.

Market Dynamics

Rise in omnichannel communication

Customers communicate and collaborate with organizations via a number of channels, such as email, text, voice, mobile, or social media. Omnichannel contact center solutions enable organizations to offer a personal touch to customer interactions, while offering their support and services. Enterprises need a solution that offers centralized control of service delivery over all the different channels; thereby, enterprises have started using omnichannel platforms that integrate all channels and offer a consistent customer experience.

Growing need to cater to dynamic customer requirements

A growing number of organizations around the world have started shifting their focus toward providing a holistic experience to customers. In today’s highly competitive market, customer needs are ever changing. Customer experience is one of the important factors that affect customer retention. Every organization has a contact center to deal with customer issues. A well-maintained contact center can help organizations in gaining new customers and retaining the existing ones. Customers interact directly with contact centers, which play a vital role in creating the brand image. A negative experience can lead to loss of customers or clients. Hence, the growing need to cater to dynamic customer needs and provide a positive customer experience is driving the adoption of contact center software among organizations.

Difficult to integrate with legacy systems

Contact centers have seen a lot of modernization in recent times to keep up with the rapid pace of technological advancements. However, there are many legacy systems in use in contact centers and it is crucial to integrate contact center software solutions with these legacy systems. There could be major flaws in the legacy systems, such as lack of well-defined interface and documentation. The possibility of errors due to incorrect or inadequate data increases manifolds with such integrations, as the legacy systems sometimes lack well-defined interfaces. Further, traditional systems may not always be compatible with third-party software, thus causing errors. End-users hesitate to move their traditional legacy systems to new age solutions to avoid information loss. Thus, they prefer to use their traditional legacy systems instead of adopting new technology solutions to avoid system inconsistency and large financial overhead for migrating their old systems to new technology. This has been a restraining factor in the wide-scale adoption of the contact center software.

Rise in the use of social media by customers

The last few years have seen exponential growth in internet and mobile device usage. This has led to significant rise in the number of customers using social media. Social media has a larger outreach than any other channel. Therefore, customers prefer voicing out their views and grievances about the services they are being offered over social media, as compared to other channels such as email or voice. Quick response over social media by enterprises to customer grievances has a positive impact on brand image and customer experience. Enterprises have realized that social media is a very important customer support tool and have started integrating it into their daily operations.

Advancements in technologies such as artificial intelligence and analytics

Adoption of artificial intelligence and analytics in the contact center market has opened new realms of opportunities for the vendors to provide seamless customer experience. By making proper use of these technologies, enterprises have access to information and insights that can drive business decisions. Artificial intelligence is being used to develop bots and automated messaging, and this has had a positive impact on the operational efficiency of contact centers. Analytics provides both customer and employee insights to enterprises and they can use this information to address issues related to customer experience or employee performance. Contact centers have realized the benefits and potential of adopting these technologies and have started implementing them into their systems.

Need to redesign contact center business processes to be compliant with new data laws and regulations

Data privacy laws in some parts of the world are making it difficult for enterprises to conduct their business operations. Throughout the world, new data privacy and regulation policies such as General Data Protection Regulation (GDPR) are coming into effect, and these have to be incorporated into the regular functioning of enterprises. Contact centers involve processes that make use of data from various sources such as internal databases. This data might contain personal user information; hence, special caution should be maintained while integrating data from different sources, to be compliant with these regulations.

Constant need to train contact center employees due to high attrition rate

To make the best use of contact center software, employees need to be trained properly. Contact center agents are the ones who interact with customers and handle their issues and queries. Untrained employees can lead to a reduction in operational efficiency and have a negative impact on customer experience. Contact centers have an issue of employee burnout and this leads to a high employee attrition rate. Training new employees costs contact centers in terms of both time and money.

Scope of the Report

Report Metric

Details

Market size available for years

2016–2023

Base year considered

2017

Forecast period

2018–2023

Forecast units

Million (USD)

Segments covered

By Component (Software, By service), By Deployment Type (Cloud, On-Premises), By Organization Size (Large Enterprises, Small and Medium-sized Enterprises (SMEs)), By Vertical (Banking, Financial Services, and Insurance (BFSI), Consumer Goods and retail, Healthcare, IT and Telecom, Government, Travel and Hospitality, Media and Entertainment)

Geographies covered

North America, Europe, APAC, MEA, and Latin America

Companies covered

3CLogic (US), 8x8 (US), Alcatel-Lucent Enterprise (France), Ameyo (Drishti-Soft; India), Aspect Software (US), Avaya (US), BT (England), Cisco (US), Enghouse Interactive (US), Fenero (US), Five9 (US), Genesys (US), Huawei (China), IBM (US), Mitel (Canada), NEC (Japan), NICE (Israel), Oracle (US), RingCentral (US), SAP (Germany), Solgari (Ireland), Topdown (US), Unify (Germany), Verizon (US), Vocalcom (France), West Corporation (US), Zendesk (US), and ZTE (China)

The research report categorizes the market to forecast the revenues and analyze the trends in each of the following sub-segments:

By Component

  • Software
    • Intelligent Call Routing
    • Workforce Optimization
    • Reporting and Analytics
    • Intelligent Virtual Assistants
    • Security
      • Fraud Management
      • Network Security
      • Others
    • Dialers
      • Preview Dialer
      • Progressive Dialer
      • Predictive Dialer
    • Customer Collaboration
    • Automatic Call Distribution (ACD)
    • Computer Telephony Integration (CTI)
    • Call Recording
    • Interactive Voice Response (IVR)
    • Others
  • By service
    • Professional Services
      • Integration and Implementation
      • Consulting
      • Training and Support
    • Managed Services

By Deployment Type

  • Cloud
  • On-Premises

By Organization Size

  • Large Enterprises
  • Small and Medium-sized Enterprises (SMEs)

By Vertical

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

By Region

  • North America
    • US
    • Canada
  • Europe
    • UK
    • Germany
    • France
    • Rest of Europe
  • APAC
    • Australia and New Zealand (ANZ)
    • Japan
    • China
    • Rest of APAC
  • MEA
    • Kingdom of Saudi Arabia (KSA)
    • United Arab Emirates (UAE)
    • South Africa
    • Rest of MEA
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America

Key Market Players

Key players in the Market includes 3CLogic (US), 8x8 (US), Alcatel-Lucent Enterprise (France), Ameyo (Drishti-Soft; India), Aspect Software (US), Avaya (US), BT (England), Cisco (US), Enghouse Interactive (US), Fenero (US), Five9 (US), Genesys (US), Huawei (China), IBM (US), Mitel (Canada), NEC (Japan), NICE (Israel), Oracle (US), RingCentral (US), SAP (Germany), Solgari (Ireland), Topdown (US), Unify (Germany), Verizon (US), Vocalcom (France), West Corporation (US), Zendesk (US), and ZTE (China).

Genesys was founded in 1990 and is headquartered in California, US. The company is a private company and a market leader that offers customer experience and contact center solutions in the cloud and on-premises. Genesys has been recognized for its intelligent voice response system and call center modernization software. It offers Genesys Customer Experience Platform that enables optimal customer journeys across various touchpoints, channels, and interactions. The company also provides SIP Communications, enabling users to build virtual call and contact centers. Genesys serves customers across various industries, such as retail, healthcare, technology, and media and telecom. Genesys has its presence in North America, Europe, MEA, and APAC. Cisco Systems, 8x8, Mitel Unified Communications, and Avaya are some of the major competitors of Genesys.

Recent Developments

  • In November 2017, Genesys partnered with global telecommunications carriers, including Telefσnica, Telstra, Swisscom, and TDC Group, to provide integrated customer experience solutions. The program is designed to give new revenue opportunities within the cloud market to leading multinational and national telecommunications carriers, while enabling Genesys to expand its global footprint.
  • In May 2017, Genesys announced the launch of G-NINE, its innovative customer experience platform. The platform includes various capabilities, such as asynchronous messaging, smart app automation, next-generation engagement, and merged artificial intelligence.

Critical questions the report answers:

  • Where will all these developments take the industry in the long term?
  • What are the upcoming trends for the contact center software market?
  • Which segment provides the most opportunity for growth?
  • Who are the leading vendors operating in this market?
  • What are the opportunities for new market entrants?

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

Table of Contents

1 Introduction (Page No. - 18)
    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. - 22)
    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

3 Executive Summary (Page No. - 28)

4 Premium Insights (Page No. - 31)
    4.1 Attractive Market Opportunities in the Contact Center Software Market
    4.2 Market, By Component
    4.3 Market, By Software
    4.4 Market, By Service
    4.5 Market, By Deployment Type
    4.6 Market, By Organization Size
    4.7 Market, By Vertical and Region

5 Market Overview and Industry Trends (Page No. - 35)
    5.1 Introduction
    5.2 Market Dynamics
           5.2.1 Drivers
                    5.2.1.1 Rise in Omnichannel Communication
                    5.2.1.2 Growing Need to Cater to Dynamic Customer Requirements
           5.2.2 Restraints
                    5.2.2.1 Difficult to Integrate With Legacy Systems
           5.2.3 Opportunities
                    5.2.3.1 Rise in the use of Social Media By Customers
                    5.2.3.2 Advancements in Technologies Such as Artificial Intelligence and Analytics
           5.2.4 Challenges
                    5.2.4.1 Need to Redesign Contact Center Business Processes to be Compliant With New Data Laws and Regulations
                    5.2.4.2 Constant Need to Train Contact Center Employees Due to High Attrition Rate
    5.3 Industry Trends
           5.3.1 Use Cases
                    5.3.1.1 Use Case #1
                    5.3.1.2 Use Case #2

6 Contact Center Software Market, By Component (Page No. - 39)
    6.1 Introduction
    6.2 Software
           6.2.1 Intelligent Call Routing
           6.2.2 Workforce Optimization
           6.2.3 Reporting and Analytics
           6.2.4 Intelligent Virtual Assistants
           6.2.5 Security
                    6.2.5.1 Fraud Management
                    6.2.5.2 Network Security
                    6.2.5.3 Others
           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 Customer Collaboration
           6.2.8 Automatic Call Distribution
           6.2.9 Computer Telephony Integration
           6.2.10 Call Recording
           6.2.11 Interactive Voice Response
           6.2.12 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, By Deployment Type (Page No. - 60)
    7.1 Introduction
    7.2 Cloud
           7.2.1 Market Estimates and Forecasts, By Region, 2016–2023 (USD Million)
    7.3 On-Premises
           7.3.1 Market Estimates and Forecasts, By Region, 2016–2023 (USD Million)

8 Contact Center Software Market, By Organization Size (Page No. - 64)
    8.1 Introduction
    8.2 Large Enterprises
           8.2.1 Market Estimates and Forecasts, By Region, 2016–2023 (USD Million)
    8.3 Small and Medium-Sized Enterprises
           8.3.1 Market Estimates and Forecasts, By Region, 2016–2023 (USD Million)

9 Contact Center Software Market, By Vertical (Page No. - 68)
    9.1 Introduction
    9.2 Banking, Financial Services, and Insurance
           9.2.1 Market Estimates and Forecasts, By Region, 2016–2023 (USD Million)
    9.3 Consumer Goods and Retail
           9.3.1 Market Estimates and Forecasts, By Region, 2016–2023 (USD Million)
    9.4 Healthcare
           9.4.1 Market Estimates and Forecasts, By Region, 2016–2023 (USD Million)
    9.5 IT and Telecom
           9.5.1 Market Estimates and Forecasts, By Region, 2016–2023 (USD Million)
    9.6 Government
           9.6.1 Market Estimates and Forecasts, By Region, 2016–2023 (USD Million)
    9.7 Travel and Hospitality
           9.7.1 Market Estimates and Forecasts, By Region, 2016–2023 (USD Million)
    9.8 Media and Entertainment
           9.8.1 Market Estimates and Forecasts, By Region, 2016–2023 (USD Million)
    9.9 Others
           9.9.1 Market Estimates and Forecasts, By Region, 2016–2023 (USD Million)

10 Contact Center Software Market, By Region (Page No. - 78)
     10.1 Introduction
     10.2 North America
                10.2.1  Market Size, By Component
                10.2.2  Market Size, By Software
                10.2.3  Market Size, By Services
                10.2.4  Market Size, By Professional Services
                10.2.5  Market Size, By Deployment Type
                10.2.6  Market Size, By Organization Size
                10.2.7  Market Size, By Vertical
                10.2.8  Market Size, By Country
                          10.2.8.1 United States
                          10.2.8.2 Canada
     10.3 Europe
                10.3.1  Contact Center Software Market Size, By Component
                10.3.2  Market Size, By Software
                10.3.3  Market Size, By Services
                10.3.4  Market Size, By Professional Services
                10.3.5  Market Size, By Deployment Type
                10.3.6  Market Size, By Organization Size
                10.3.7  Market Size, By Vertical
                10.3.8  Market Size, By Country
                       10.3.8.1  United Kingdom
                       10.3.8.2 Germany
                       10.3.8.3 France
                       10.3.8.4 Rest of Europe
     10.4 Asia Pacific
                10.4.1  Contact Center Software Market Size, By Component
                10.4.2   Market Size, By Software
                10.4.3   Market Size, By Services
                10.4.4   Market Size, By Professional Services
                10.4.5   Market Size, By Deployment Type
                10.4.6   Market Size, By Organization Size
                10.4.7   Market Size, By Vertical
                10.4.8  Market Size, By Country
                       10.4.8.1  China
                       10.4.8.2 Japan
                       10.4.8.3 Australia and New Zealand
                       10.4.8.4 Rest of Asia Pacific
     10.5 Middle East and Africa
                10.5.1  Contact Center Software Market Size, By Component
                10.5.2  Market Size, By Software
                10.5.3  Market Size, By Services
                10.5.4  Market Size, By Professional Services
                10.5.5  Market Size, By Deployment Type
                10.5.6  Market Size, By Organization Size
                10.5.7  Market Size, By Vertical
                10.5.8  Market Size, By Country
                       10.5.8.1  Kingdom of Saudi Arabia
                       10.5.8.2  United Arab Emirates
                       10.5.8.3  South Africa
                       10.5.8.4  Rest of Middle East and Africa
     10.6 Latin America
                10.6.1  Contact Center Software Market Size, By Component
                10.6.2  Market Size, By Software
                10.6.3  Market Size, By Services
                10.6.4  Market Size, By Professional Services
                10.6.5  Market Size, By Deployment Type
                10.6.6  Market Size, By Organization Size
                10.6.7  Market Size, By Vertical
                10.6.8  Market Size, By Country
                           10.6.8.1  Brazil
                           10.6.8.2  Mexico
                           10.6.8.3  Rest of Latin America.

11 Competitive Landscape (Page No. - 108)
     11.1 Overview
     11.2 Competitive Scenario
             11.2.1 New Product Launches/Service Launches/Upgradations
             11.2.2 Mergers and Acquisitions
             11.2.3 Business Expansions
             11.2.4 Partnerships, Agreements, and Collaborations

12 Company Profiles (Page No. - 116)
(Business Overview, Solutions Offered, Recent Developments, and MnM View)*
     12.1 Introduction
     12.2 3CLogic
             12.2.1 Business Overview
             12.2.2 Solutions Offered
             12.2.3 Recent Developments
             12.2.4 MnM View
     12.3 8x8
             12.3.1 Business Overview
             12.3.2 Products Offered
             12.3.3 Recent Developments
             12.3.4 MnM View
     12.4 Alcatel-Lucent Enterprise
             12.4.1 Business Overview
             12.4.2 Products Offered
             12.4.3 Recent Developments
             12.4.4 MnM View
     12.5 Ameyo (Drishti-Soft)
             12.5.1 Business Overview
             12.5.2 Solutions Offered
             12.5.3 Recent Developments
             12.5.4 MnM View
     12.6 Aspect Software
             12.6.1 Business Overview
             12.6.2 Products and Services Offered
             12.6.3 Recent Developments
             12.6.4 SWOT Analysis
             12.6.5 MnM View
     12.7 Avaya
     12.8 BT
     12.9 Cisco
     12.10 Enghouse Interactive
     12.11 Five9
     12.12 Genesys
     12.13 Huawei Technologies
     12.14 IBM
     12.15 Mitel
     12.16 NEC
     12.17 NICE
     12.18 Oracle
     12.19 Ring Central
     12.20 SAP
     12.21 Unify
     12.22 Verizon
     12.23 Vocalcom
     12.24 West Corporation
     12.25 Zendesk
     12.26 ZTE
*Details on Business Overview, Solutions Offered, Recent Developments, and MnM View Might Not be Captured in Case of Unlisted Companies.
     12.27 Key Innovators
               12.27.1 Fenero
               12.27.2 Solgari
               12.27.3 Topdown

13 Appendix (Page No. - 182)
     13.1 Key Industry Insights
     13.2 Discussion Guide
     13.3 Knowledge Store: Marketsandmarkets’ Subscription Portal
     13.4 Available Customizations
     13.5 Related Reports
     13.6 Author Details


List of Tables (100 Tables)

Table 1 Market: Assumptions
Table 2 Contact Center Software Market Size, By Component, 2016–2023 (USD Million)
Table 3 Software: Market Size, By Type, 2016–2023 (USD Million)
Table 4 Software: Contact Center Software Market Size, By Region, 2016–2023 (USD Million)
Table 5 Intelligent Call Routing Market Size, By Region, 2016–2023 (USD Million)
Table 6 Workforce Optimization Market Size, By Region, 2016–2023 (USD Million)
Table 7 Reporting and Analytics Market Size, By Region, 2016–2023 (USD Million)
Table 8 Intelligent Virtual Assistants Market Size, By Region, 2016–2023 (USD Million)
Table 9 Security Market Size, By Region, 2016–2023 (USD Million)
Table 10 Fraud Management Market Size, By Region, 2016–2023 (USD Million)
Table 11 Network Security Market Size, By Region, 2016–2023 (USD Million)
Table 12 Others Market Size, By Region, 2016–2023 (USD Million)
Table 13 Dialer Market Size, By Region, 2016–2023 (USD Million)
Table 14 Preview Dialer Market Size, By Region, 2016–2023 (USD Million)
Table 15 Progressive Dialer Market Size, By Region, 2016–2023 (USD Million)
Table 16 Predictive Dialer Market Size, By Region, 2016–2023 (USD Million)
Table 17 Customer Collaboration Market Size, By Region, 2016–2023 (USD Million)
Table 18 Automatic Call Distribution Market Size, By Region, 2016–2023 (USD Million)
Table 19 Computer Telephony Integration Market Size, By Region, 2016–2023 (USD Million)
Table 20 Call Recording Market Size, By Region, 2016–2023 (USD Million)
Table 21 Interactive Voice Response Market Size, By Region, 2016–2023 (USD Million)
Table 22 Other Software Market Size, By Region, 2016–2023 (USD Million)
Table 23 Services: Contact Center Software Market Size, By Type, 2016–2023 (USD Million)
Table 24 Services: Market Size, By Region, 2016–2023 (USD Million)
Table 25 Professional Services Market Size, By Type, 2016–2023 (USD Million)
Table 26 Professional Services Market Size, By Region, 2016–2023 (USD Million)
Table 27 Integration and Implementation Market Size, By Region, 2016–2023 (USD Million)
Table 28 Consulting Market Size, By Region, 2016–2023 (USD Million)
Table 29 Training and Support Market Size, By Region, 2016–2023 (USD Million)
Table 30 Managed Services Market Size, By Region, 2016–2023 (USD Million)
Table 31 Contact Center Software Market Size, By Deployment Type, 2016–2023 (USD Million)
Table 32 Cloud Market Size, By Region 2016–2023 (USD Million)
Table 33 On-Premises Market Size, By Region, 2016–2023 (USD Million)
Table 34 Contact Center Software Market Size, By Organization Size, 2016–2023 (USD Million)
Table 35 Large Enterprises Market Size, By Region, 2016–2023 (USD Million)
Table 36 Small and Medium-Sized Enterprises Market Size, By Region, 2016–2023 (USD Million)
Table 37 Contact Center Software Market Size, By Vertical, 2016–2023 (USD Million)
Table 38 Banking, Financial Services, and Insurance: Market Size, By Region, 2016–2023 (USD Million)
Table 39 Consumer Goods and Retail: Market Size, By Region, 2016–2023 (USD Million)
Table 40 Healthcare: Market Size, By Region, 2016–2023 (USD Million)
Table 41 IT and Telecom: Market Size, By Region, 2016–2023 (USD Million)
Table 42 Government: Market Size, By Region, 2016–2023 (USD Million)
Table 43 Travel and Hospitality: Market Size, By Region, 2016–2023 (USD Million)
Table 44 Media and Entertainment: Market Size, By Region, 2016–2023 (USD Million)
Table 45 Others: Market Size, By Region, 2016–2023 (USD Million)
Table 46 Contact Center Software Market Size, By Region, 2016–2023 (USD Million)
Table 47 North America: Market Size, By Country, 2016–2023 (USD Million)
Table 48 North America: Market Size, By Component, 2016–2023 (USD Million)
Table 49 North America: Market Size, By Software, 2016–2023 (USD Million)
Table 50 North America: Market Size, By Dialer Type, 2016–2023 (USD Million)
Table 51 North America: Market Size, By Security Type, 2016–2023 (USD Million)
Table 52 North America: Market Size, By Service, 2016–2023 (USD Million)
Table 53 North America: Market Size, By Professional Service, 2016–2023 (USD Million)
Table 54 North America: Market Size, By Deployment Type, 2016–2023 (USD Million)
Table 55 North America: Contact Center Software Market Size, By Organization Size, 2016–2023 (USD Million)
Table 56 North America: Market Size, By Vertical, 2016–2023 (USD Million)
Table 57 Europe: Market Size, By Country, 2016–2023 (USD Million)
Table 58 Europe: Market Size, By Component, 2016–2023 (USD Million)
Table 59 Europe: Market Size, By Software, 2016–2023 (USD Million)
Table 60 Europe: Market Size, By Dialer Type, 2016–2023 (USD Million)
Table 61 Europe: Market Size, By Security Type, 2016–2023 (USD Million)
Table 62 Europe: Market Size, By Service, 2016–2023 (USD Million)
Table 63 Europe: Contact Center Software Market Size, By Professional Service, 2016–2023 (USD Million)
Table 64 Europe: Market Size, By Deployment Type, 2016–2023 (USD Million)
Table 65 Europe: Contact Center Software Market Size, By Organization Size, 2016–2023 (USD Million)
Table 66 Europe: Market Size, By Vertical, 2016–2023 (USD Million)
Table 67 Asia Pacific: Contact Center Software Market Size, By Country, 2016–2023 (USD Million)
Table 68 Asia Pacific: Market Size, By Component, 2016–2023 (USD Million)
Table 69 Asia Pacific: Market Size, By Software, 2016–2023 (USD Million)
Table 70 Asia Pacific: Market Size, By Dialer Type, 2016–2023 (USD Million)
Table 71 Asia Pacific: Market Size, By Security Type, 2016–2023 (USD Million)
Table 72 Asia Pacific: Market Size, By Service, 2016–2023 (USD Million)
Table 73 Asia Pacific: Market Size, By Professional Service, 2016–2023 (USD Million)
Table 74 Asia Pacific: Market Size, By Deployment Type, 2016–2023 (USD Million)
Table 75 Asia Pacific: Market Size, By Organization Size, 2016–2023 (USD Million)
Table 76 Asia Pacific: Contact Center Software Market Size, By Vertical, 2016–2023 (USD Million)
Table 77 Middle East and Africa: Market Size, By Country, 2016–2023 (USD Million)
Table 78 Middle East and Africa: Market Size, By Component, 2016–2023 (USD Million)
Table 79 Middle East and Africa: Market Size, By Software, 2016–2023 (USD Million)
Table 80 Middle East and Africa: Market Size, By Dialer Type, 2016–2023 (USD Million)
Table 81 Middle East and Africa: Market Size, By Security Type, 2016–2023 (USD Million)
Table 82 Middle East and Africa: Contact Center Software Market Size, By Service, 2016–2023 (USD Million)
Table 83 Middle East and Africa: Market Size, By Professional Service, 2016–2023 (USD Million)
Table 84 Middle East and Africa: Market Size, By Deployment Type, 2016–2023 (USD Million)
Table 85 Middle East and Africa: Market Size, By Organization Size, 2016–2023 (USD Million)
Table 86 Middle East and Africa: Market Size, By Vertical, 2016–2023 (USD Million)
Table 87 Latin America: Contact Center Software Market Size, By Country, 2016–2023 (USD Million)
Table 88 Latin America: Market Size, By Component, 2016–2023 (USD Million)
Table 89 Latin America: Market Size, By Software, 2016–2023 (USD Million)
Table 90 Latin America: Market Size, By Dialer Type, 2016–2023 (USD Million)
Table 91 Latin America: Market Size, By Security Type, 2016–2023 (USD Million)
Table 92 Latin America: Market Size, By Service, 2016–2023 (USD Million)
Table 93 Latin America: Contact Center Software Market Size, By Professional Service, 2016–2023 (USD Million)
Table 94 Latin America: Market Size, By Deployment Type, 2016–2023 (USD Million)
Table 95 Latin America: Market Size, By Organization Size, 2016–2023 (USD Million)
Table 96 Latin America: Contact Center Software Market Size, By Vertical, 2016–2023 (USD Million)
Table 97 New Product Launches/Service Launches/Upgradations, 2018
Table 98 Mergers and Acquisitions, 2016–2018
Table 99 Business Expansions, 2015–2018
Table 100 Partnerships, Agreements, and Collaborations, 2017–2018
 
 
List of Figures (51 Figures)
 
Figure 1 Contact Center Software Market: 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 Top 3 Segments for the Contact Center Software Market During the Forecast Period
Figure 8 North America is Estimated to Hold the Largest Share of the Contact Center Software Market in 2018
Figure 9 Increased Omnichannel Communications and Rapid Adoption of Cloud Technology are Expected to Drive the Growth of the Contact Center Software Market
Figure 10 Services Segment is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 11 Reporting and Analytics Software is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 12 Managed Services Segment is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 13 Cloud Deployment Type is Expected to Grow at a Higher CAGR in the Contact Center Software Market During the Forecast Period
Figure 14 Small and Medium-Sized Enterprises Segment is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 15 Banking, Financial Services, and Insurance Vertical, and North America are Estimated to Hold the Largest Market Sizes in 2018
Figure 16 Contact Center Software Market: Drivers, Restraints, Opportunities, and Challenges
Figure 17 Services Segment is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 18 Reporting and Analytics Software is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 19 Managed Services Segment is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 20 Integration and Implementation Services Segment is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 21 Cloud Deployment Type is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 22 Small and Medium-Sized Enterprises Segment is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 23 Consumer Goods and Retail Vertical is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 24 Asia Pacific is Expected to Witness a Significant Growth During the Forecast Period
Figure 25 North America: Market Snapshot
Figure 26 Asia Pacific: Market Snapshot
Figure 27 Key Developments By the Leading Players in the Contact Center Software Market, 2016–2018
Figure 28 Market Evaluation Framework
Figure 29 Geographic Revenue Mix of Top Market Players
Figure 30 8x8: Company Snapshot
Figure 31 Aspect Software: SWOT Analysis
Figure 32 Avaya: Company Snapshot
Figure 33 Avaya: SWOT Analysis
Figure 34 BT: Company Snapshot
Figure 35 Cisco: Company Snapshot
Figure 36 Cisco: SWOT Analysis
Figure 37 Enghouse Interactive: SWOT Analysis
Figure 38 Five9: Company Snapshot
Figure 39 Genesys: SWOT Analysis
Figure 40 Huawei Technologies: Company Snapshot
Figure 41 IBM: Company Snapshot
Figure 42 Mitel: Company Snapshot
Figure 43 NEC: Company Snapshot
Figure 44 NICE: Company Snapshot
Figure 45 Oracle: Company Snapshot
Figure 46 Ring Central: Company Snapshot
Figure 47 SAP: Company Snapshot
Figure 48 Verizon: Company Snapshot
Figure 49 West Corporation: Company Snapshot
Figure 50 Zendesk: Company Snapshot
Figure 51 ZTE: Company Snapshot


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