Contact Center Software Market

Contact Center Software Market by Component (Solutions and Services), Deployment Model (Cloud and On-premises), Organization Size (Large Enterprises and SMEs), Industry, and Region - Global Forecast to 2026

Report Code: TC 5534 Apr, 2021, by marketsandmarkets.com

[325 Pages Report] The global Contact center software market size is expected to grow from USD 24.1 billion in 2020 to USD 75.5  billion by 2026, at a Compound Annual Growth Rate (CAGR) of 20.9%  during the forecast period. Major factors that are expected to drive the growth of the contact center software market include the rising adoption of advanced contact center technologies, need for handling contact center attrition and absenteeism, emerging role of social media in contact center operations, increasing adoption of virtual and cloud-based contact center solutions during and post-COVID-19 to achieve better business continuity, growing need for omnichannel solutions to minimize efforts in reaching end customers, continuous transitions to cloud-based contact centers, and rising demand for personalized and streamlined customer interactions to achieve high customer satisfaction. However, inadequate network bandwidth in the emerging economies minimizes the adoption of VoIP and cloud-based telephony, high costs and long-term contracts associated with PRI phone services, and the impact of IVR frauds and cyber attacks on business operations are major restraining factors hindering the growth of the contact center software market.

Contact Center Software Market

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COVID-19 impact analysis on the global contact center software market

According to pre-COVID-19 growth data, the market’s CAGR should have been ~25.0%. However, considering optimistic and pessimistic growth scenarios due to the cumulative growth obtained from the impact of market dynamics (drivers, opportunities, restraints, and challenges), and inputs from industry experts and multiple companies associated with the ecosystem, the growth rate is 25.8% in 2020 for the overall market estimation.

Market Dynamics

Driver: Rising adoption of advanced contact center technologies

As both contact centers’ home working agents and office agents manage in-bound, outbound, and blended calls, emails, web inquiries, and chats, organizations infuse their contact centers with robust software-based telephony technologies, such as ACDs, CTI, dialer APIs, and Voice over Internet Protocol (VoIP) softphones; and advanced analytics technologies, such as speech analytics and data analytics; and mobile technologies, such as smartphones, mobile screening, and mobile apps. These technologies enable organizations to improve their responsiveness by quickly adapting to dynamic customer preferences and helps deliver consistent experiences. Whereas software-based telephony technologies provide contact centers the freedom to contact customers through their desktops, without the need for a hardware-based telephone system, the infusion of analytics to monitor and analyze interactions for providing customized responses and video enablement to engage in face-to-face video calls, add to the benefits of modern-age contact centers. According to Cisco Contact Center Global Survey 2020, over 80% of the respondents are considering data analytics, bots, and AI robotic automation to be an important function of contact centers.

Furthermore, smartphone access provides global accessibility to the customer and further provides contact center agents with appropriate real-time information irrespective of their location. This further adds to the growing demand for mobile-enabled, analytics-powered, advanced contact center solutions. According to the 2017 State of Global Customer Service Report by Microsoft, 43% of the surveyed young age professionals use mobile phones or tablets to start a customer service interaction. Similarly, according to the October 2016 State of the Connected Customer Report by Salesforce, 60% of the business buyers and 43% of the consumers stated that it was very important to receive in-app mobile support from companies they do business with.

Restraint: Impact of IVR frauds and cyber attacks on business operations

As more contact centers are moving toward adopting self-service channels, IVRs, and webchats for minimizing the call volumes at the agents’ end, fraud attacks and associated losses are on the rise, especially after a surge in the number of calls due to the outbreak of COVID-19. Many fraudsters have developed certain algorithms to autodial IVRs, bypass PIN securities, and crack the last digits of Social Security Numbers and CVVs of credit and debit cards to perform account takeovers and extract money from people’s bank accounts, despite the absence of a payment IVR in place.

  • According to the 2021 Voice Intelligence and Security Report, 66% of surveyed professionals have witnessed new types of frauds in the contact centers, and over 57% witnessing the misuse of IVR by fraudsters for account mining or reconnaissance during COVID-19.
  • Also, according to the 2019 State of Call Center Authentication survey, 51% of respondents working in the banking and financial services segment consider the phone channel as the top threat for account takeover attacks, while call centers were identified as the primary channel of attack by 23% of non-financial organizations.

Furthermore, cyberattacks for stealing potential customer information from other online contact channels, such as the web, social media, and SMS have also increased. Recently, SANS Institute released a new cloud security report based on a survey of several hundred companies across the US, Asia, Europe, and Canada. According to the survey, 19% of respondents suffered from cloud cyberattacks and are concerned about storing information in the cloud. Contact centers are a rich source of critical customer information, as they continuously interact with customers and process large volumes of information that attracts cybercriminals to target these contact centers. The growing number of security challenges force contact centers to stick to the traditional methods of customer interactions, thereby affecting the adoption of new contact center methods or technologies. This, in turn, maximizes the unattended call and call-waiting-in-queue rates and consequently decreases the customer satisfaction scores and brand value.

Opportunity: Dynamic customer demands for robust self-service interactions

Although customers demand live interactions with contact center agents to get solutions for their queries, the growing contact center turnover rate and involved waiting and hold time in connecting to an agent, result in a negative customer experience. As customer experience plays an important role in maintaining customer relationships as well as improves products and services based on customer feedback, the need for improving customer satisfaction levels becomes important to organizations. The incorporation of robust self-service bots and cutting-edge technologies such as AI, ML, and analytics enables organizations to connect with their customers for delivering enhanced customer experiences, especially after the influx in calls during and post the COVID-19 crisis.

  • IBM witnessed a 40% increase in their traffic to Watson Assistant from February to April 2020.
  • According to 2021 Voice Intelligence and Security Report by Pindrop, contact center call volumes jumped over 800% from normal levels in the second quarter of 2020. Also, in the last quarter of 2020, call durations were up 14% when compared to the pre-COVID-19 levels.

Owing to this, various contact center solution providers launched self-service AI chatbots and IVRs, to automate call handling and reduce call answering and query resolution time to serve influx in contact center calls and webchat interactions.

Challenge: Data privacy and security aspects

Contact centers are always at risk as they store a huge amount of crucial customer data. In 2019, the number of fraud attempts against call centers increased, and companies are responding with sophisticated tools to identify suspicious calls. According to the 2019 State of Call Center Authentication survey, 54% of respondents wanted to complete the authentication before answering the calls. The validation of calls before they are picked up by IVR or call center agents eliminates the need to authenticate customers on the phone. Longer calls increase the operating costs of call centers. They also frustrate customers, which can damage the customer experience and overall customer satisfaction. However, the introduction of intelligent IVRs, also known as IVAs, has added different levels of security to authenticate users. Also, with options of choosing privacy-compliant and reliable contact center solution providers, the privacy and security challenges are expected to decline in coming years.

Solutions segment to hold a larger market size during the forecast period

The growing agent attrition and increasing need for improving customer satisfaction and agent performance as per contact center KPIs and metrics are boosting the demand for robust WFO, omnichannel contact centers, and customer engagement solutions. Contact center solutions help manage contact center operations as per contact center metrics, such as AHT, TAT, FCR, ACW, NPS, CSAT, and CES, to monitor, assess, and improve agent performance as well as customer satisfaction. The demand for contact center solutions is also rising with the growing business continuity challenges, work from home trends, and resource wastage on manual tasks. Vendors in the market offer contact center solutions either in the form of an integrated platform with all key contact center capabilities or best-of-breed contact center solutions. The emerging technologies such as AI, ML, NLP, and advanced analytics and the integration capabilities of contact center solutions with various business platforms, including CRM, and out-of-the-box applications have facilitated the streamlining of contact center processes and better management of contact center agent performance. Some of the major vendors offering contact center solutions across regions are Genesys, Cisco, NICE, Avaya, Five9, Vonage, AWS, 8x8, Talkdesk, and Atos.

On-premises deployment type to hold a larger market size in 2020

The on-premises deployment model is the most traditional approach for implementing contact center solutions. In this deployment model, the deployment of software takes place at client’s premises. The on-premises deployment involves investments in on-premises-based telephony systems and ACDs, in-house servers, networks, storage, hardware, software licenses, and other infrastructure requirements along with the IT personnel necessary to administrate and support on-premises systems. Therefore, it is mostly preferred by large organizations or data-sensitive organizations with a large number of contact center agents and the demand for greater control over the security of their data and systems.

The on-premises deployment model of contact center solutions provides organizations with robust contact center management benefits, along with the ownership of their consumer/customer data. The on-premises deployment model also helps manage risks, business processes, and organization’s internal policies. Moreover, it enables adherence to external compliance requirements, as and when required. The flexibility to customize solutions as per requirements and integrate with existing business applications, such as finance, CRM, HR, and SCM platforms; voice, video, and messaging APIs; and out-of-the-box applications, adds to on-premises deployments in the contact center software market.

Large enterprises to hold a majority of the market share during the forecast period

Organizations with more than 1,000 employees are categorized as large enterprises. These enterprises constantly adopt new and emerging technologies for automating mundane tasks and increasing the overall productivity and efficiency of their contact centers. The adoption of contact center solutions in large enterprises is higher as compared to SMEs. This is mainly attributed to sufficient budgets; the presence of a large number of contact center agents, high call volumes, and customer agent interactions; and affordability due to economies of scale that enables organizations to leverage contact center solutions. The contact center solutions carry the extreme potential for large enterprises as low uptime, high number of unanswered calls, high wait and hold time, non-availability of agents to respond to customer requests, and low customer satisfaction scores may cost them with the loss of customers, ultimately affecting their brand image.

Telecommunications industry vertical to hold a significant market share during the forecast period

Telecom companies are thriving to be innovative and maximize their revenues by implementing the right tools at the right place to improve the uptime of their customer service and harness massive customer data for utilizing actionable insights. These companies are also managing terabytes of data regarding customer interests, their requests, and complaints stored in silos and scattered across the organization. Thus, for faster and easier processing of useful data as well as interactions with agents, telecom companies are searching for a data-driven advanced automated solution to achieve accurate real-time insights through data mining and analytics. This has increased the number of partnerships of telecom companies with OTT platform providers, such as Netflix, Amazon Prime Video, HBO Now, and Hulu.

With its large size, the industry exhibits complex contracts, interdependency of services, disparate spends, and minimal resources and time. Contact center solutions help telcos to overcome such challenges through advanced data analytics and workflow automation capabilities. The solutions significantly help companies in identifying potential threats by collecting data from various data channels, including phone, social media, email, and web, thereby helping them in forming better customer relationships. Furthermore, these solutions provide telecom companies control over their diversified and mixed workforce consisting of in-house sales employees and remote working employees.

Contact Center Software Market by Region

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North America to account for the largest market size during the forecast period

The global contact center software market by region covers five major geographic regions, namely, North America, Asia Pacific (APAC), Europe, Middle East & Africa (MEA), and Latin America. North America is expected to be the most promising region for major verticals, such as IT, BFSI, and telecommunications. As per CallMiner, a software company, the US companies lose USD 136.8 billion per year due to consumer switching. Hence, to increase revenue and avoid loss, more and more North American companies are moving toward contact center solutions for catering to the growing customer requests, resolving customer complaints, and improving on feedback coming from all digital and non-digital channels.

The adoption of contact center solutions, especially during and post-COVID-19, to cater to the upsurge in call volumes is expected to drive the market growth in 2021. For instance, the US government and public sector call centers across the US, including Hudson Valley Region 211, Harris County, Marion County, Integral Care, LA County 211, and 211 San Diego, have adopted contact center solutions from renowned vendors to ensure citizen safety and convenience. The rising adoption has added to the growth of the contact center software market in North America.

Key Market Players

The contact center software vendors have implemented various types of organic as well as inorganic growth strategies, such as new product launches, product upgradations, partnerships and agreements, business expansions, and mergers and acquisitions, to strengthen their offerings in the market. The major vendors offering contact center software solutions and services globally are NICE (Israel), Genesys (US), Cisco (US), Avaya (US), Five9 (US), Talkdesk (US), Vonage (US), 8x8 (US), AWS (US), Atos (France), Alcatel-Lucolent Enterprise (France), SAP (Sweden), Oracle (US), RingCentral (US), IBM (US), Lifesize (US), Content Guru (UK), Aspect Software (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), Verizon (US), Intrado (US), AT&T (US), BT (UK), Twilio (US), Vocalcom (France), NEC (Japan), Evolve IP (US), Mitel (Canada), and ZTE (China).

The study includes an in-depth competitive analysis of key players in the contact center software market with their company profiles, recent developments, COVID-19 developments, and key market strategies.

Scope of the report

Report Metric

Details

Market size available for years

2016–2026

Base year considered

2019

Forecast period

2021–2026

Forecast units

Million (USD)

Segments covered

Component (Solutions & Services), Deployment Model, Organization Size, Industry, and Region

Geographies covered

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

Companies covered

NICE (Israel), Genesys (US), Cisco (US), Avaya (US), Five9 (US), Talkdesk (US), Vonage (US), 8x8 (US), AWS (US), Atos (France), Alcatel-Lucolent Enterprise (France), SAP (Sweden), Oracle (US), RingCentral (US), IBM (US), Lifesize (US), Content Guru (UK), Aspect Software (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), Verizon (US), Intrado (US), AT&T (US), BT (UK), Twilio (US), Vocalcom (France), NEC (Japan), Evolve IP (US), Mitel (Canada), and ZTE (China).

This research report categorizes the contact center software market based on component, deployment type, organization size, vertical, and region.

Based on the component:

  • Solutions
    • Omnichannel Routing
    • Workforce Engagement Management
    • Reporting And Analytics
    • Customer Engagement Management
    • Others (CTI, Messaging, Compliance, and Data Integration)
  • Services
    • Consulting
    • Implementation and Integration
    • Training, Support, and Maintenance

Based on the deployment model:

  • On-premises
  • Cloud

Based on the organization size:

  • Large Enterprises
  • SMEs

Based on the industry

  • BFSI
  • Telecommunications
  • Retail and Consumer Goods
  • Manufacturing
  • IT and ITeS
  • Government and Public Sector
  • Energy and Utilities
  • Others

Based on the region:

  • North America
    • US
    • Canada
  • Europe
    • UK
    • Germany
    • Rest of Europe
  • APAC
    • China
    • Japan
    • Rest of APAC
  • MEA
    • KSA
    • UAE
    • Rest of MEA
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America

Recent Developments

  • In December 2020, Five9 partnered with Conn3ct, a CX, unified communications, and network services communication provider, to utilize the latter’s suite of communication channels for enhancing customer experiences and strengthening its foothold in EMEA.
  • In October 2020, Cisco acquired BabbleLabs, a noise removal technology provider, to improve its platform’s video meeting capabilities with BabbleLabs competencies in noise removal and speech enhancements.
  • In July 2020, NICE launched an interaction guidance solution, Real-Time Interaction Guidance, powered by its AI platform— ENLIGHTEN. Based on predictive behavioral models, the solution is aimed at determining and scoring agent behaviors for improving sales opportunity identification and increasing customer satisfaction.

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TABLE OF CONTENTS

1 INTRODUCTION (Page No. - 37)
    1.1 INTRODUCTION TO COVID-19
    1.2 COVID-19 HEALTH ASSESSMENT
        FIGURE 1 COVID-19: THE GLOBAL PROPAGATION
        FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES
    1.3 COVID-19 ECONOMIC ASSESSMENT
        FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020
           1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT
                 FIGURE 4 CRITERIA IMPACTING THE GLOBAL ECONOMY
                 FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF THE GLOBAL ECONOMY
    1.4 OBJECTIVES OF THE STUDY
    1.5 MARKET DEFINITION
           1.5.1 INCLUSIONS AND EXCLUSIONS
    1.6 MARKET SCOPE
           1.6.1 MARKET SEGMENTATION
           1.6.2 REGIONS COVERED
           1.6.3 YEARS CONSIDERED FOR THE STUDY
    1.7 CURRENCY CONSIDERED
        TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2016–2020
    1.8 STAKEHOLDERS
    1.9 SUMMARY OF CHANGES

2 RESEARCH METHODOLOGY (Page No. - 49)
    2.1 RESEARCH DATA
        FIGURE 6 CONTACT CENTER SOFTWARE MARKET: RESEARCH DESIGN
           2.1.1 SECONDARY DATA
           2.1.2 PRIMARY DATA
                    2.1.2.1 Breakup of primary profiles
                            FIGURE 7 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 8 DATA TRIANGULATION
    2.3 MARKET SIZE ESTIMATION
        FIGURE 9 CONTACT CENTER SOFTWARE MARKET: TOP–DOWN AND BOTTOM–UP APPROACHES
        FIGURE 10 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 1 (SUPPLY SIDE): REVENUE OF SERVICES FROM CONTACT CENTER SOFTWARE VENDORS
        FIGURE 11 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF CONTACT CENTER SOFTWARE VENDORS
        FIGURE 12 MARKET SIZE ESTIMATION METHODOLOGY – SUPPLY SIDE: ILLUSTRATION OF VENDOR REVENUE ESTIMATION
        FIGURE 13 MARKET SIZE ESTIMATION METHODOLOGY – SUPPLY SIDE: CAGR PROJECTIONS FROM THE SUPPLY SIDE
        FIGURE 14 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 2 (DEMAND SIDE): REVENUE GENERATED FROM INDUSTRIES (1/2)
    2.4 MARKET FORECAST
        TABLE 2 FACTOR ANALYSIS
    2.5 RESEARCH ASSUMPTIONS
    2.6 LIMITATIONS OF THE STUDY

3 EXECUTIVE SUMMARY (Page No. - 63)
  FIGURE 15 CONTACT CENTER SOFTWARE MARKET: GLOBAL SNAPSHOT
  FIGURE 16 TOP–GROWING SEGMENTS IN THE MARKET
  FIGURE 17 MARKET: REGIONAL SNAPSHOT

4 PREMIUM INSIGHTS (Page No. - 67)
    4.1 ATTRACTIVE GROWTH OPPORTUNITIES IN THE CONTACT CENTER SOFTWARE MARKET
        FIGURE 18 RISING ADOPTION OF ADVANCED TECHNOLOGIES IN CONTACT CENTERS DRIVING CONTACT CENTER ADOPTION ACROSS ENTERPRISES
    4.2 MARKET, BY SOLUTION, 2020 VS. 2026
        FIGURE 19 OMNICHANNEL ROUTING SEGMENT TO HOLD THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD
    4.3 MARKET, BY DEPLOYMENT MODEL, 2020
        FIGURE 20 ON-PREMISES SEGMENT TO HOLD A LARGER MARKET SHARE IN 2020
    4.4 MARKET, BY ORGANIZATION SIZE, 2020
        FIGURE 21 LARGE ENTERPRISES SEGMENT TO HOLD A LARGER MARKET SHARE IN 2020
    4.5 MARKET, BY INDUSTRY, 2020 VS. 2026
        FIGURE 22 MANUFACTURING VERTICAL TO HOLD THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD

5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 70)
    5.1 INTRODUCTION
    5.2 MARKET DYNAMICS
        FIGURE 23 CONTACT CENTER SOFTWARE MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
           5.2.1 DRIVERS
                    5.2.1.1 Rising adoption of advanced contact center technologies
                            FIGURE 24 ADVANCED TECHNOLOGY ADOPTION TRENDS ACROSS CONTACT CENTERS
                    5.2.1.2 Need for handling contact center attrition and absenteeism
                    5.2.1.3 Emerging 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 to achieve better business continuity
                            FIGURE 25 IMPACT OF COVID-19 ON CALL CENTER VOLUME
                            FIGURE 26 COVID-19 STATISTICS: TRANSITIONS TO CLOUD CONTACT CENTERS
                    5.2.1.5 Growing need for omnichannel solutions to minimize efforts in reaching end customers
                            FIGURE 27 MOST DEMANDED CAPABILITIES IN CONTACT CENTER SOLUTIONS
                    5.2.1.6 Continuous transitions to cloud-based contact centers
                    5.2.1.7 Growing demand for personalized and streamlined customer interactions to achieve high customer satisfaction
           5.2.2 RESTRAINTS
                    5.2.2.1 Inadequate network bandwidth in the emerging economies 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 to analyze audio and video conversations in real time
                            FIGURE 28 TAKE-UP OF SPEECH ANALYTICS IN THE NEXT FIVE TO TEN YEARS
                    5.2.3.3 Shifting focus of enterprises toward the work from home culture
           5.2.4 CHALLENGES
                    5.2.4.1 Data privacy and security aspects
                    5.2.4.2 Barriers in moving contact centers to cloud environments
    5.3 COVID-19-DRIVEN MARKET DYNAMICS
           5.3.1 DRIVERS AND OPPORTUNITIES
           5.3.2 RESTRAINTS AND CHALLENGES
    5.4 REGULATORY IMPLICATIONS AND INDUSTRY STANDARDS
           5.4.1 GENERAL DATA PROTECTION REGULATION
           5.4.2 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 9001 QUALITY MANAGEMENT
           5.4.3 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION/ INTERNATIONAL ELECTROTECHNICAL COMMISSION 27000 STANDARDS
           5.4.4 CLOUD SECURITY ALLIANCE CONTROLS
           5.4.5 SYSTEM AND ORGANIZATION CONTROL REPORTS
                    5.4.5.1 System and organization control 2
           5.4.6 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT
           5.4.7 PAYMENT CARD INDUSTRY DATA SECURITY STANDARD
           5.4.8 OFCOM REGULATIONS
    5.5 PORTER’S FIVE FORCES ANALYSIS
        TABLE 3 CONTACT CENTER SOFTWARE MARKET: PORTER’S FIVE FORCES ANALYSIS
        FIGURE 29 MARKET: PORTER’S FIVE FORCES ANALYSIS
           5.5.1 THREAT OF NEW ENTRANTS
           5.5.2 THREAT OF SUBSTITUTES
           5.5.3 BARGAINING POWER OF SUPPLIERS
           5.5.4 BARGAINING POWER OF BUYERS
           5.5.5 INTENSITY OF COMPETITIVE RIVALRY
    5.6 CASE STUDY ANALYSIS
           5.6.1 CASE STUDY 1: BANKING, FINANCIAL SERVICES, AND INSURANCE
           5.6.2 CASE STUDY 2: MANUFACTURING
           5.6.3 CASE STUDY 3: RETAIL
           5.6.4 CASE STUDY 4: HEALTHCARE
           5.6.5 CASE STUDY 5: TELECOMMUNICATIONS
           5.6.6 CASE STUDY 6: INFORMATION TECHNOLOGY
           5.6.7 CASE STUDY 7: GOVERNMENT
           5.6.8 CASE STUDY 8: MEDIA AND ENTERTAINMENT
    5.7 VALUE CHAIN ANALYSIS
        FIGURE 30 CONTACT CENTER SOFTWARE MARKET: VALUE CHAIN ANALYSIS
    5.8 MARKET ECOSYSTEM
        FIGURE 31 MARKET: ECOSYSTEM
    5.9 TECHNOLOGY ANALYSIS
           5.9.1 ADVANCED ANALYTICS
                    5.9.1.1 Data analytics
                    5.9.1.2 Speech analytics
                    5.9.1.3 Sentiment analytics
           5.9.2 ARTIFICIAL INTELLIGENCE
                    5.9.2.1 Machine learning
                    5.9.2.2 Natural language processing
    5.10 PRICING ANALYSIS
         TABLE 4 MARKET: PRICING ANALYSIS
    5.11 PATENT ANALYSIS
         TABLE 5 MARKET: PATENT ANALYSIS

6 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT (Page No. - 105)
    6.1 INTRODUCTION
           6.1.1 COMPONENTS: COVID-19 IMPACT
                 FIGURE 32 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
                 TABLE 6 MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                 TABLE 7 MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
    6.2 SOLUTIONS
           6.2.1 SOLUTIONS: MARKET DRIVERS
                 TABLE 8 SOLUTIONS: MARKET SIZE, BY TYPE, 2016–2019 (USD MILLION)
                 TABLE 9 SOLUTIONS: MARKET SIZE, BY TYPE, 2020–2026 (USD MILLION)
                 TABLE 10 SOLUTIONS: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 11 SOLUTIONS: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
           6.2.2 OMNICHANNEL ROUTING
                    6.2.2.1 Digital channels
                    6.2.2.2 Interactive voice response
                    6.2.2.3 Automatic call distributors
                    6.2.2.4 Dialers
                    6.2.2.5 Virtual agents
                            TABLE 12 OMNICHANNEL ROUTING: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                            TABLE 13 OMNICHANNEL ROUTING: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
           6.2.3 WORKFORCE ENGAGEMENT MANAGEMENT
                    6.2.3.1 Workforce optimization
                    6.2.3.2 Call recording and quality management
                            TABLE 14 WORKFORCE ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                            TABLE 15 WORKFORCE ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
           6.2.4 REPORTING AND ANALYTICS
                    6.2.4.1 Historical and customized reports
                    6.2.4.2 Speech analytics
                    6.2.4.3 Text analytics
                            TABLE 16 REPORTING AND ANALYTICS: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                            TABLE 17 REPORTING AND ANALYTICS: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
           6.2.5 CUSTOMER ENGAGEMENT MANAGEMENT
                 TABLE 18 CUSTOMER ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 19 CUSTOMER ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
           6.2.6 OTHER SOLUTIONS
                 TABLE 20 OTHER SOLUTIONS: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 21 OTHERS: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
    6.3 SERVICES
           6.3.1 SERVICES: MARKET DRIVERS
                 TABLE 22 SERVICES: MARKET SIZE, BY TYPE, 2016–2019 (USD MILLION)
                 TABLE 23 SERVICES: MARKET SIZE, BY TYPE, 2020–2026 (USD MILLION)
                 TABLE 24 SERVICES: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 25 SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
           6.3.2 CONSULTING
                 TABLE 26 CONSULTING MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 27 CONSULTING MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
           6.3.3 IMPLEMENTATION AND INTEGRATION
                 TABLE 28 IMPLEMENTATION AND INTEGRATION MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 29 IMPLEMENTATION AND INTEGRATION MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
           6.3.4 TRAINING, SUPPORT, AND MAINTENANCE
                 TABLE 30 TRAINING, SUPPORT, AND MAINTENANCE MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 31 TRAINING, SUPPORT, AND MAINTENANCE MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)

7 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE (Page No. - 122)
    7.1 INTRODUCTION
           7.1.1 ORGANIZATION SIZE: COVID-19 IMPACT
                 FIGURE 33 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
                 TABLE 32 MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                 TABLE 33 MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
    7.2 LARGE ENTERPRISES
           7.2.1 LARGE ENTERPRISES: MARKET DRIVERS
                 TABLE 34 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 35 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
    7.3 SMALL AND MEDIUM-SIZED ENTERPRISES
           7.3.1 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET DRIVERS
                 TABLE 36 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 37 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)

8 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODEL (Page No. - 127)
    8.1 INTRODUCTION
           8.1.1 DEPLOYMENT MODEL: COVID-19 IMPACT
                 FIGURE 34 CLOUD SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
                 TABLE 38 MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2019 (USD MILLION)
                 TABLE 39 OFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2026 (USD MILLION)
    8.2 ON-PREMISES
           8.2.1 ON-PREMISES: MARKET DRIVERS
                 TABLE 40 ON-PREMISES: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 41 ON-PREMISES: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
    8.3 CLOUD
           8.3.1 CLOUD: MARKET DRIVERS
                 TABLE 42 CLOUD: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 43 CLOUD: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)

9 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY (Page No. - 133)
    9.1 INTRODUCTION
           9.1.1 INDUSTRIES: COVID-19 IMPACT
                 FIGURE 35 RETAIL AND CONSUMER GOODS INDUSTRY TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
                 TABLE 44 MARKET SIZE, BY INDUSTRY, 2016–2019 (USD MILLION)
                 TABLE 45 MARKET SIZE, BY INDUSTRY, 2020–2026 (USD MILLION)
    9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
           9.2.1 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET DRIVERS
                 TABLE 46 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 47 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
    9.3 TELECOMMUNICATIONS
           9.3.1 TELECOMMUNICATIONS: MARKET DRIVERS
                 TABLE 48 TELECOMMUNICATIONS: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 49 TELECOMMUNICATIONS: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
    9.4 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES
           9.4.1 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: CONTACT CENTER SOFTWARE MARKET DRIVERS
                 TABLE 50 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 51 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
    9.5 GOVERNMENT AND PUBLIC SECTOR
           9.5.1 GOVERNMENT AND PUBLIC SECTOR: MARKET DRIVERS
                 TABLE 52 GOVERNMENT AND PUBLIC SECTOR: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 53 GOVERNMENT AND PUBLIC SECTOR: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
    9.6 RETAIL AND CONSUMER GOODS
           9.6.1 RETAIL AND CONSUMER GOODS: MARKET DRIVERS
                 TABLE 54 RETAIL AND CONSUMER GOODS: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 55 RETAIL AND CONSUMER GOODS: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
    9.7 MANUFACTURING
           9.7.1 MANUFACTURING: CONTACT CENTER SOFTWARE MARKET DRIVERS
                 TABLE 56 MANUFACTURING: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 57 MANUFACTURING: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
    9.8 ENERGY AND UTILITIES
           9.8.1 ENERGY AND UTILITIES: MARKET DRIVERS
                 TABLE 58 ENERGY AND UTILITIES: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
                 TABLE 59 ENERGY AND UTILITIES: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
    9.9 OTHER INDUSTRIES
        TABLE 60 OTHER INDUSTRIES: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
        TABLE 61 OTHER INDUSTRIES: MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)

10 CONTACT CENTER SOFTWARE MARKET, BY REGION (Page No. - 147)
     10.1 INTRODUCTION
          FIGURE 36 ASIA PACIFIC TO GROW AT THE HIGHEST GROWTH RATE DURING THE FORECAST PERIOD
          TABLE 62 MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
          TABLE 63 MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
     10.2 NORTH AMERICA
             10.2.1 NORTH AMERICA: COVID-19 IMPACT
             10.2.2 NORTH AMERICA: MARKET DRIVERS
             10.2.3 NORTH AMERICA: REGULATIONS
                    FIGURE 37 NORTH AMERICA: MARKET SNAPSHOT
                    TABLE 64 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 65 NORTH AMERICA: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 66 NORTH AMERICA : MARKET SIZE, BY SOLUTION , 2016–2019 (USD MILLION)
                    TABLE 67 NORTH AMERICA : MARKET SIZE, BY SOLUTION, 2020–2026 (USD MILLION)
                    TABLE 68 NORTH AMERICA : COMPONENTS MARKET SIZE, BY SERVICE , 2016–2019 (USD MILLION)
                    TABLE 69 NORTH AMERICA : MARKET SIZE, BY TYPE, 2020–2026 (USD MILLION)
                    TABLE 70 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 71 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
                    TABLE 72 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2019 (USD MILLION)
                    TABLE 73 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2026 (USD MILLION)
                    TABLE 74 NORTH AMERICA: MARKET SIZE, BY INDUSTRY, 2016–2019 (USD MILLION)
                    TABLE 75 NORTH AMERICA: MARKET SIZE, BY INDUSTRY, 2020–2026 (USD MILLION)
                    TABLE 76 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2016–2019 (USD MILLION)
                    TABLE 77 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2020–2026 (USD MILLION)
                    FIGURE 38 NORTH AMERICA: COUNTRY ANALYSIS
             10.2.4 UNITED STATES
                    TABLE 78 UNITED STATES: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 79 UNITED STATES: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 80 UNITED STATES: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 81 UNITED STATES: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
                    TABLE 82 UNITED STATES: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2019 (USD MILLION)
                    TABLE 83 UNITED STATES: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2026 (USD MILLION)
             10.2.5 CANADA
                    TABLE 84 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 85 CANADA: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 86 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 87 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
                    TABLE 88 CANADA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2019 (USD MILLION)
                    TABLE 89 CANADA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2026 (USD MILLION)
     10.3 EUROPE
             10.3.1 EUROPE: COVID-19 IMPACT
             10.3.2 EUROPE: MARKET DRIVERS
             10.3.3 EUROPE: REGULATIONS
                    TABLE 90 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 91 EUROPE: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 92 EUROPE: MARKET SIZE, BY SOLUTION, 2016–2019 (USD MILLION)
                    TABLE 93 EUROPE: MARKET SIZE, BY SOLUTION, 2020–2026 (USD MILLION)
                    TABLE 94 EUROPE: MARKET SIZE, BY SERVICE, 2016–2019 (USD MILLION)
                    TABLE 95 EUROPE: MARKET SIZE, BY SERVICE, 2020–2026 (USD MILLION)
                    TABLE 96 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 97 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
                    TABLE 98 EUROPE: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2019 (USD MILLION)
                    TABLE 99 EUROPE: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2026 (USD MILLION)
                    TABLE 100 EUROPE: MARKET SIZE, BY INDUSTRY, 2016–2019 (USD MILLION)
                    TABLE 101 EUROPE: MARKET SIZE, BY INDUSTRY, 2020–2026 (USD MILLION)
                    TABLE 102 EUROPE: MARKET SIZE, BY COUNTRY, 2016–2019 (USD MILLION)
                    TABLE 103 EUROPE: MARKET SIZE, BY COUNTRY, 2020–2026 (USD MILLION)
             10.3.4 UNITED KINGDOM
                    TABLE 104 UNITED KINGDOM: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 105 UNITED KINGDOM: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 106 UNITED KINGDOM: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 107 UNITED KINGDOM: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
             10.3.5 GERMANY
                    TABLE 108 GERMANY: MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 109 GERMANY: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 110 GERMANY: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 111 GERMANY: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
             10.3.6 REST OF EUROPE
                    TABLE 112 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 113 REST OF EUROPE: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 114 REST OF EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 115 REST OF EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
     10.4 ASIA PACIFIC
             10.4.1 ASIA PACIFIC: COVID-19 IMPACT
             10.4.2 ASIA PACIFIC: MARKET DRIVERS
             10.4.3 ASIA PACIFIC: REGULATIONS
                    FIGURE 39 ASIA PACIFIC: MARKET SNAPSHOT
                    TABLE 116 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 117 ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 118 ASIA PACIFIC: MARKET SIZE, BY SOLUTION, 2016–2019 (USD MILLION)
                    TABLE 119 ASIA PACIFIC: MARKET SIZE, BY SOLUTION, 2020–2026 (USD MILLION)
                    TABLE 120 ASIA PACIFIC: MARKET SIZE, BY SERVICE, 2016–2019 (USD MILLION)
                    TABLE 121 ASIA PACIFIC: MARKET SIZE, BY SERVICE, 2020–2026 (USD MILLION)
                    TABLE 122 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 123 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
                    TABLE 124 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2019 (USD MILLION)
                    TABLE 125 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2026 (USD MILLION)
                    TABLE 126 ASIA PACIFIC: MARKET SIZE, BY INDUSTRY, 2016–2019 (USD MILLION)
                    TABLE 127 ASIA PACIFIC: MARKET SIZE, BY INDUSTRY, 2020–2026 (USD MILLION)
                    TABLE 128 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2016–2019 (USD MILLION)
                    TABLE 129 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2020–2026 (USD MILLION)
             10.4.4 CHINA
                    TABLE 130 CHINA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 131 CHINA: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 132 CHINA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 133 CHINA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
             10.4.5 JAPAN
                    TABLE 134 JAPAN: MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 135 JAPAN: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 136 JAPAN: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 137 JAPAN: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
             10.4.6 REST OF ASIA PACIFIC
                    TABLE 138 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 139 REST OF ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 140 REST OF ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 141 REST OF ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
     10.5 MIDDLE EAST AND AFRICA
             10.5.1 MIDDLE EAST AND AFRICA: COVID-19 IMPACT
             10.5.2 MIDDLE EAST AND AFRICA: MARKET DRIVERS
             10.5.3 MIDDLE EAST AND AFRICA: REGULATIONS
                    TABLE 142 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 143 MIDDLE EAST AND AFRICA: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 144 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SOLUTION, 2016–2019 (USD MILLION)
                    TABLE 145 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SOLUTION, 2020–2026 (USD MILLION)
                    TABLE 146 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SERVICE, 2016–2019 (USD MILLION)
                    TABLE 147 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SERVICE, 2020–2026 (USD MILLION)
                    TABLE 148 MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 149 MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
                    TABLE 150 MIDDLE EAST AND AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2019 (USD MILLION)
                    TABLE 151 MIDDLE EAST AND AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2026 (USD MILLION)
                    TABLE 152 MIDDLE EAST AND AFRICA: MARKET SIZE, BY INDUSTRY, 2016–2019 (USD MILLION)
                    TABLE 153 MIDDLE EAST AND AFRICA: MARKET SIZE, BY INDUSTRY, 2020–2026 (USD MILLION)
                    TABLE 154 MIDDLE EAST AND AFRICA: MARKET SIZE, BY COUNTRY, 2016–2019 (USD MILLION)
                    TABLE 155 MIDDLE EAST AND AFRICA: MARKET SIZE, BY COUNTRY, 2020–2026 (USD MILLION)
             10.5.4 KINGDOM OF SAUDI ARABIA
                    TABLE 156 KINGDOM OF SAUDI ARABIA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 157 KINGDOM OF SAUDI ARABIA: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 158 KINGDOM OF SAUDI ARABIA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 159 KINGDOM OF SAUDI ARABIA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
             10.5.5 UNITED ARAB EMIRATES
                    TABLE 160 UNITED ARAB EMIRATES: MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 161 UNITED ARAB EMIRATES: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 162 UNITED ARAB EMIRATES: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 163 UNITED ARAB EMIRATES: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
             10.5.6 REST OF MIDDLE EAST AND AFRICA
                    TABLE 164 REST OF MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 165 REST OF MIDDLE EAST AND AFRICA: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 166 REST OF MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 167 REST OF MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
     10.6 LATIN AMERICA
             10.6.1 LATIN AMERICA: COVID-19 IMPACT
             10.6.2 LATIN AMERICA: MARKET DRIVERS
             10.6.3 LATIN AMERICA: REGULATIONS
                    TABLE 168 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 169 LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 170 LATIN AMERICA: MARKET SIZE, BY SOLUTION, 2016–2019 (USD MILLION)
                    TABLE 171 LATIN AMERICA: MARKET SIZE, BY SOLUTION, 2020–2026 (USD MILLION)
                    TABLE 172 LATIN AMERICA: MARKET SIZE, BY SERVICE, 2016–2019 (USD MILLION)
                    TABLE 173 LATIN AMERICA: MARKET SIZE, BY SERVICE, 2020–2026 (USD MILLION)
                    TABLE 174 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 175 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
                    TABLE 176 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2019 (USD MILLION)
                    TABLE 177 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2026 (USD MILLION)
                    TABLE 178 LATIN AMERICA: MARKET SIZE, BY INDUSTRY, 2016–2019 (USD MILLION)
                    TABLE 179 LATIN AMERICA: MARKET SIZE, BY INDUSTRY, 2020–2026 (USD MILLION)
                    TABLE 180 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2016–2019 (USD MILLION)
                    TABLE 181 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2020–2026 (USD MILLION)
             10.6.4 BRAZIL
                    TABLE 182 BRAZIL: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 183 BRAZIL: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 184 BRAZIL: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 185 BRAZIL: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
             10.6.5 MEXICO
                    TABLE 186 MEXICO: MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 187 MEXICO: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 188 MEXICO: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 189 MEXICO: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
             10.6.6 REST OF LATIN AMERICA
                    TABLE 190 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION)
                    TABLE 191 REST OF LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                    TABLE 192 REST OF LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                    TABLE 193 REST OF LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)

11 COMPETITIVE LANDSCAPE (Page No. - 206)
     11.1 OVERVIEW
     11.2 MARKET EVALUATION FRAMEWORK
          FIGURE 40 MARKET EVALUATION FRAMEWORK
     11.3 MARKET SHARE OF TOP PLAYERS
          TABLE 194 CONTACT CENTER SOFTWARE MARKET: DEGREE OF COMPETITION
          FIGURE 41 MARKET SHARE OF MAJOR PLAYERS IN THE MARKET, 2019
     11.4 REVENUE ANALYSIS OF TOP PLAYERS
          FIGURE 42 TOP FIVE PLAYERS DOMINATED THE MARKET IN LAST FIVE YEARS
     11.5 COMPANY EVALUATION QUADRANT METHODOLOGY AND DEFINITIONS
          TABLE 195 COMPANY EVALUATION QUADRANT: CRITERIA WEIGHTAGE
             11.5.1 STAR
             11.5.2 EMERGING LEADERS
             11.5.3 PERVASIVE COMPANIES
             11.5.4 OTHER COMPANIES
             11.5.5 PRODUCT FOOTPRINT
                    TABLE 196 COMPANY PRODUCT FOOTPRINT
                    TABLE 197 COMPANY INDUSTRY FOOTPRINT
                    TABLE 198 COMPANY APPLICATION FOOTPRINT
                    TABLE 199 COMPANY REGIONAL FOOTPRINT
                    FIGURE 43 CONTACT CENTER SOFTWARE MARKET (GLOBAL): COMPANY EVALUATION QUADRANT, 2020
     11.6 STARTUP EVALUATION QUADRANT METHODOLOGY AND DEFINITIONS
          TABLE 200 STARTUP/SME EVALUATION QUADRANT: CRITERIA WEIGHTAGE
             11.6.1 PROGRESSIVE COMPANIES
             11.6.2 RESPONSIVE COMPANIES
             11.6.3 DYNAMIC COMPANIES
             11.6.4 STARTING BLOCKS
                    FIGURE 44 CONTACT CENTER SOFTWARE MARKET (GLOBAL): STARTUP/SME EVALUATION QUADRANT, 2020
     11.7 KEY MARKET DEVELOPMENTS
             11.7.1 NEW PRODUCT/SOLUTION LAUNCHES
                    TABLE 201 KEY NEW PRODUCT/SOLUTION LAUNCHES, 2020
             11.7.2 DEALS
                    TABLE 202 KEY DEALS, 2020

12 COMPANY PROFILES (Page No. - 222)
     12.1 INTRODUCTION
     12.2 KEY PLAYERS
(Business overview, Solutions offered, Recent developments, Response to COVID-19, MnM view, Key strengths/right to win, Strategic choices, Weaknesses and competitive threats)
             12.2.1 NICE
                    TABLE 203 NICE: BUSINESS OVERVIEW
                    FIGURE 45 NICE: COMPANY SNAPSHOT
             12.2.2 GENESYS
                    TABLE 204 GENESYS: BUSINESS OVERVIEW
             12.2.3 CISCO
                    TABLE 205 CISCO: BUSINESS OVERVIEW
                    FIGURE 46 CISCO: COMPANY SNAPSHOT
             12.2.4 AVAYA
                    TABLE 206 AVAYA: BUSINESS OVERVIEW
                    FIGURE 47 AVAYA: COMPANY SNAPSHOT
             12.2.5 FIVE9
                    TABLE 207 FIVE9: BUSINESS OVERVIEW
                    FIGURE 48 FIVE9: COMPANY SNAPSHOT
             12.2.6 TALKDESK
                    TABLE 208 TALKDESK: BUSINESS OVERVIEW
             12.2.7 VONAGE
                    TABLE 209 VONAGE: BUSINESS OVERVIEW
                    FIGURE 49 VONAGE: COMPANY SNAPSHOT
                    TABLE 210 PLATFORMS AND PRODUCTS OFFERED
             12.2.8 8X8
                    TABLE 211 8X8: BUSINESS OVERVIEW
                    FIGURE 50 8X8: COMPANY SNAPSHOT
             12.2.9 AWS
                    TABLE 212 AWS: BUSINESS OVERVIEW
                    FIGURE 51 AWS: COMPANY SNAPSHOT
             12.2.10 ATOS
                     TABLE 213 ATOS: BUSINESS OVERVIEW
                     FIGURE 52 ATOS: COMPANY SNAPSHOT
*Business overview, Solutions offered, Recent developments, Response to COVID-19, MnM view, Key strengths/right to win, Strategic choices, Weaknesses and competitive threats might not be captured in case of unlisted companies.
     12.3 OTHERS PLAYERS
             12.3.1 ALCATEL-LUCENT ENTERPRISE
             12.3.2 SAP
             12.3.3 ORACLE
             12.3.4 RINGCENTRAL
             12.3.5 IBM
             12.3.6 LIFESIZE
             12.3.7 CONTENT GURU
             12.3.8 ASPECT SOFTWARE
             12.3.9 ENGHOUSE INTERACTIVE
             12.3.10 3CLOGIC
             12.3.11 AMEYO
             12.3.12 VERIZON
             12.3.13 INTRADO
             12.3.14 AT&T
             12.3.15 BT
             12.3.16 TWILIO
             12.3.17 VOCALCOM
             12.3.18 NEC
             12.3.19 EVOLVE IP
             12.3.20 MITEL
             12.3.21 ZTE

13 ADJACENT MARKET (Page No. - 307)
     13.1 INTRODUCTION
             13.1.1 RELATED MARKET
                    TABLE 214 RELATED MARKET
     13.2 CLOUD-BASED CONTACT CENTER MARKET
             13.2.1 INTRODUCTION
                    TABLE 215 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                    TABLE 216 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
             13.2.2 SOLUTIONS
                    TABLE 217 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
                    TABLE 218 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2020–2025 (USD MILLION)
                    TABLE 219 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 220 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
                        13.2.2.1 Omnichannel routing
                                 TABLE 221 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                                 TABLE 222 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
                        13.2.2.2 Workforce engagement management
                                 TABLE 223 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                                 TABLE 224 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
                        13.2.2.3 Reporting and analytics
                                 TABLE 225 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                                 TABLE 226 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
                        13.2.2.4 Customer engagement management
                                 TABLE 227 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                                 TABLE 228 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
                        13.2.2.5 Other solutions
                                 TABLE 229 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                                 TABLE 230 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
             13.2.3 SERVICES
                    TABLE 231 SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 232 SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)

14 APPENDIX (Page No. - 317)
     14.1 DISCUSSION GUIDE
     14.2 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
     14.3 AVAILABLE CUSTOMIZATIONS
     14.4 RELATED REPORT
     14.5 AUTHOR DETAILS

The study involved four major activities in estimating the current size of the global Contact center software market. Exhaustive secondary research was done to collect information on the market, peer market, and 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 total contact center software market size. After that, the market breakup and data triangulation techniques were used to estimate the market size of segments and subsegments.

Secondary Research

In the secondary research process, various secondary sources, such as Bloomberg and BusinessWeek, have been referred to identify and collect information for this study. The secondary sources included annual reports, press releases, and investor presentations of companies; white papers; and journals, such as Linux Journal and Container Journal, and articles from recognized authors, directories, and databases.

Primary Research

Various primary sources from both supply and demand sides were interviewed to obtain qualitative and quantitative information for this report. The primary sources from the supply side included industry experts, such as Chief Executive Officers (CEOs), Chief Marketing Officers (CMO), Vice Presidents (VPs), Managing Directors (MDs), technology and innovation directors, and related key executives from various key companies and organizations operating in the contact center software market along with the associated service providers, and system integrators operating in the targeted regions. All possible parameters that affect the market covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data. Following is the breakup of primary respondents.

Contact Center Software Market Size, and Share

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

Market Size Estimation

For making market estimates and forecasting the contact center software market, and other dependent submarkets, the top-down and bottom-up approaches were used. The bottom-up procedure was used to arrive at the overall market size of the global contact center software market using key companies’ revenue and their offerings in the market. The research methodology used to estimate the market size includes the following:

  • The key players in the contact center software market have been identified through extensive secondary research.
  • The market size, in terms of value, has been determined through primary and secondary research processes.
  • All percentage shares, splits, and breakups have been determined using secondary sources and verified through primary sources.

Data Triangulation

With data triangulation and validation through primary interviews, the exact value of the overall parent market size was determined and confirmed using this study. The overall market size was then used in the top-down procedure to estimate the size of other individual markets via percentage splits of the market segmentation.

Report Objectives

  • To describe and forecast the contact center software market based on components (solutions 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 and 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 assess the impact of COVID-19 on the contact center software market
  • 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. The following customization options are available for the report:

Company Information

  • Detailed analysis and profiling of an additional five market players
COVID-19

Get in-depth analysis of the COVID-19 impact on the Contact Center Software Market

Benchmarking the rapid strategy shifts of the Top 100 companies in the Contact Center Software Market

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Adjacent Markets

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2018
CAGR 2018-23

Competitive Landscape

 
 
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Report Code
TC 5534
Published ON
Apr, 2021
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