Contact Center Software Market

Contact Center Software Market by Component (Solutions and Services), Deployment Model (Cloud and On-Premises), Organization Size ( Large and Small and Medium-Sized Enterprises), Industry and Region - Global Forecast to 2027

Report Code: TC 5534 Jul, 2022, by marketsandmarkets.com

[337 Pages Report] The Contact Center Software market size is expected to grow from USD 35.2 billion in 2022 to USD 93.7 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 21.6% during the forecast period. The impact of the COVID-19 pandemic on the market is covered throughout the report. The pandemic has had a positive impact on the contact center market. The pandemic resulted in rise in call volumes in the customer service centers due to remote operations.

Contact Center Software Market

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COVID-19 Impact

Contact centers offering information regarding travel and healthcare significantly increased. Contact centers deployed automated techniques such as chatbots, AI, and natural language processing to help caller with first contact resolution. The pandemic also impacted consumer behavior. This has led to the adoption of chatbots, emails, and chats while most customers prefer talking to human agents. This has also boosted digital transformation across industries. Hence, contact center solutions are becoming a strategic solution and, in many instances, it can be considered a brand's face.

Contact Center Software Market Dynamics

Drivers: Emerging trend of social media in contact center operations

Today’s contact center solution providers enables organizations with social media capabilities to handle queries that come from social media to assess brand value and brand impact, and to reduce costs and complexities associated with abandoned queries and customer turnovers. Social media plays an important key role in identifying social media influencers, emotion, and sentiments, and brand image to enhance the overall efficiency of contact center agents and offered services or products.

Restraints: High costs and long-term contracts related to PRI phone services

The old and small call centers still depend on PRI phone services in-order to avoid call drops due to data bandwidth issues and to achieve high quality via a dedicated line structure. PRI provides 23 voice channels which at any given time can be used simultaneously. However, if a company wants to access large number of Direct Inward Dialing (DID) numbers, only 23 channels can be available at a point of time, that requires installing more PRI circuits and consequently, more overhead costs to make all the DID numbers available.

Opportunities: Dynamic customer demands for strong self-service interactions

The need for improving customer satisfaction levels becomes crucial to organizations as customer experience plays an important role in maintaining customer relationships as well as improves products and services based on customer feedback. The introduction of robust self-service bots and cutting-edge technologies such as AI, ML, and analytics allows organizations to connect with their customers for delivering enhanced customer experiences.

Challenges: Data privacy and security challenges

Contact centers are always at risk due to large customer data storage. Also, longer calls increase the operating costs of call centers and they even 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.

Contact Center Software Market Ecosystem

Contact Center Software Market  Size, and Share

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Based on component, solution segment to be a larger contributor to the Contact Center Software market growth during the forecast period

The solution segment is expected to account for largest market share during the forecast year.

Based on deployment model, on-premises deployment to be a larger contributor to the Contact Center Software market during the forecast period

The on-premises deployment is a expected to share large revenues in the estimated year. The On-premises deployment type refers to the implementation of Contact Center Software solutions on the client’s premises using their IT infrastructure. The on-premise deployment model is prefferable for organizations who are data-sensitive and have large number of contact center agents and the ones which requires greater control over the data and system’s security.

Based on organization size, the large enterprises to be a larger contributor to the Contact Center Software market growth during the forecast period

The large enterprises is expected to share large revenues in the estimated year. The large organizations usually require high integration of advanced technologies such as AI and ML with Contact Center Software software. These enterprises in-order to capture a larger market share and increase overall productivity generally adopt emerging technologies, that’s why the adoption of contact center solutions in large enterprises is higher as compared to SMEs as they have sufficient budgets, a large number of contact center agents, high call volumes, and customer agent interactions. The contact center software market is undergoing significant technological transitions, such as cloud, big data, and AI and NLP-enabled bots and real-time chat and product recommendations. All these advancements are favorably welcomed and highly adopted by large organizations.

Based on vertical, BFSI industry to be a larger contributor to the Contact Center Software market growth during the forecast period

The BFSI vertical accounts for largest market share during the forecast period. The BFSI sector heavily demands contact center analytic solutions in order to analyze customer’s data and improve their experience. The increasing efforts of BFSI firms to enhance their operational performance and address customer requirements is one of the major factors driving the contact center software market growth.

Asia Pacific to grow at the highest CAGR during the forecast period

The Asia Pacific region is expected to experience huge growth during the forecast period. The Asia Pacific market is growing at a fast pace and is attracting various global players for business in this region. Asia Pacific’s growing ecosystem of start-ups, governments, SMEs, and large multinational companies using and developing valuable ICT solutions are contributing to market growth. The increasing levels of urbanization, technological innovation, and government support for the digital economy are several factors for technological advancements in the region. Also, rapid telecommunications, cloud computing, and IoT advancements have led to several organizations adopting cloud-based strategies. These has been a significant rise in the adoption of contact center software solutions in the region due to increasing adoption of cloud technologies and the rising amount of business processes.

Contact Center Software Market  Size, and Share

Key Market Players

The Contact Center Software market is dominated by companies such as IBM (US), Genesys (US), AWS (US), Five9 (US), Twilio (US), Mitel (Canada), Cisco (US), BT (UK), Verizon (US), Avaya (US), Vonage (US), 8x8 (US), Atos (France), Talkdesk (US), NICE (Israel), Alcatel Lucent Enterprise (France) and more. These vendors have a large customer base and strong geographic footprint along with organized distribution channels, which helps them to increase revenues.

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Scope of the Report

Report Metrics

Details

Market size available for years

2022-2027

Base year considered

2021

Forecast period

2022-2027

Forecast units

Value (USD Million/Billion)

Segments covered

Components (Solution and Services), Deployment Models, Organization Size, Industries, and Regions

Regions covered

North America, Europe, Asia Pacific, Middle East & Africa, and Latin America

Companies covered

IBM (US), Genesys (US), AWS (US), Five9 (US), Twilio (US), Mitel (Canada), Cisco (US), BT (UK), Verizon (US), Avaya (US), Vonage (US), 8x8 (US), Atos (France), Talkdesk (US), NICE (Israel), Alcatel Lucent Enterprise (France) and more.

This research report categorizes the Contact Center Software market to forecast revenue and analyze trends in each of the following submarkets:

Based on the Component:

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

Based on the Deployment Model:

  • On-premises
  • Cloud

Based on the Organization Size:

  • Small and Medium-Sized Enterprises
  • Large Enterprises

Based on the Vertical:

  • BFSI
  • Telecommunications
  • IT and ITES
  • Government and Public Sector
  • Retail and Consumer Goods
  • Manufacturing
  • Energy and Utilities
  • Others (Media and Entertainment, Healthcare and Life Sciences, Travel and Hospitality, Transportation and Logistics, and Education)

Based on Regions:

  • North America
    • United States
    • Canada
  • Europe
    • United Kingdom
    • Germany
    • France
    • Belgium
    • Rest of Europe
  • Asia Pacific
    • China
    • Japan
    • Australia and New Zealand
    • Rest of Asia Pacific
  • Middle East & Africa
    • United Arab Emirates
    • Kingdom of Saudi Arabia
    • Rest of Middle East & Africa
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America

Recent Developments

  • In April 2022, Cisco has released the new digital channels with full General Availability. New digital channels—Chat, Email, Short Messaging Service (SMS), and Facebook Messenger—are now available in Webex Contact Center in the US, UK, ANZ, and EU regions. Customers can work with the partners and account managers to plan their organization onboarding and avail the new digital channels.
  • In April 2022, Five9 has announced an enhanced strategic agreement with Deloitte Canada, an independent firm under the Deloitte brand that provides a broad range of integrated services and world-class capabilities to public and private clients spanning multiple industries. The expanded collaboration will drive customer experience transformation, as Five9 continues to expand its international footprint. It closely aligns with Five9 and Deloitte Canada’s proven success in partnering with Canadian companies to meet the growing demand for digital age networking and Cloud Contact Center as a Service (CCaaS).
  • In February 2022, Thrive and Genesys has partnered to help businesses counter the employee burnout crisis. Thrive reset for Genesys enables businesses to incorporate well-being breaks into the workflow, resulting in higher employee satisfaction and better customer experiences.
  • In March 2022, Nice has announced the launch of CXone in Singapore, enabling companies in the Asia Pacific region to eliminate friction and deliver customized, connected, digital-first customer service. The industry’s leading digital customer experience platform, CXone is supported by a dedicated local infrastructure team to accelerate organizations of all sizes and all verticals in their digital and cloud transformation
  • In March 2022, Twilio Frontline, the programmable sales engagement solution, was made generally available. Twilio Frontline is a mobile-first application designed for salespeople to build personalized digital relationships with clients over channels like SMS, MMS, WhatsApp, Voice, and Chat while maintaining security and compliance.
  • In December 2021, Five9 has added a new capability to help businesses reimagine their self-service experiences using life-like conversational AI synthesized from human voices. The new capability, Five9 Virtual Voiceover, will be available to Five9 Inference Studio 7 users at no additional cost.
  • In October 2021, Genesys launches BeyondCX, the first e-learning program for contact center employees focused on empathy and human interactions in a digital world
  • In June 2021, Qualtrics, an Experience Management (XM) provider and creator of the XM category, and Genesys, a global leader in cloud customer experience and contact centre solutions, has partnered with Genesys to help companies deliver world-class customer service experiences at scale. The new alliance will bring together Genesys’ engagement data, such as a customer’s previous service interactions, and Qualtrics’ experience data, or how customers felt about the service they received, to help companies to understand every factor impacting customer satisfaction in a single view.
  • In February 2021, Verizon expands its customer experience and contact center portfolio with Genesys Cloud. The solution, a cloud-based Contact Center as a Service from Genesysฎ, offers businesses the ability to deliver brand-defining customer experiences (CX) on an end-to-end, cloud-based platform with remote access.
  • In February 2021, Tactful AI, a leading UK technology provider specialized in AI and customer experience solutions, join forces with Mitel to bring leading edge cognitive and omnichannel solutions to the fast-growing online businesses in the MEA region.
  • In January 2021, AWS announced the availability of a new API in Amazon Connect to enable the addition and updating of queues, association, or disassociation of quick connects, and updating of hours of operation for queues across contact centers.
  • In January 2021, Calabrio extends its Twilio partnership, making it effortless to deploy the leading workforce engagement management suite on Twilio Flex.
  • In December 2020, Cisco launched a new version of the Webex platform with new features and improved capabilities, including noise cancellation and speech enhancements, better transcriptions and closed captioning, introduction of Webex Huddle to quickly call a member into a spontaneous meeting, and enhanced video layouts.
  • In October 2020, Verizon has launched Contact Center Hub, a new, cloud-based solution that will provide small and medium businesses (SMBs) with a simple to deploy option for building and running contact centers. Contact Center Hub enables a business to reach customers in new ways and expand its customer base with increased direct digital and voice communications, using a simple and seamless user experience that natively integrates with leading business applications.

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TABLE OF CONTENTS

1 INTRODUCTION (Page No. - 42)
    1.1 STUDY OBJECTIVES
    1.2 MARKET DEFINITION
           1.2.1 INCLUSIONS AND EXCLUSIONS
    1.3 MARKET SCOPE
           1.3.1 MARKET SEGMENTATION
           1.3.2 GEOGRAPHIC SCOPE
           1.3.3 YEARS CONSIDERED
    1.4 CURRENCY CONSIDERED
           TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2019–2021
    1.5 STAKEHOLDERS
    1.6 SUMMARY OF CHANGES

2 RESEARCH METHODOLOGY (Page No. - 48)
    2.1 RESEARCH DATA
           FIGURE 1 CONTACT CENTER SOFTWARE MARKET: RESEARCH DESIGN
           2.1.1 SECONDARY DATA
           2.1.2 PRIMARY DATA
                    2.1.2.1 Breakup of primaries
                               FIGURE 2 BREAKUP OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION
                    2.1.2.2 Key industry insights
    2.2 MARKET BREAKUP AND DATA TRIANGULATION
           FIGURE 3 DATA TRIANGULATION
    2.3 MARKET SIZE ESTIMATION
           FIGURE 4 MARKET: TOP–DOWN AND BOTTOM–UP APPROACHES
           FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 1 (SUPPLY SIDE): REVENUE OF SERVICES FROM CONTACT CENTER SOFTWARE VENDORS
           FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF CONTACT CENTER SOFTWARE VENDORS
           FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 2 (DEMAND SIDE): CONTACT CENTER SOFTWARE MARKET
           FIGURE 8 MARKET SIZE ESTIMATION METHODOLOGY – SUPPLY SIDE: ILLUSTRATION OF VENDOR REVENUE ESTIMATION
    2.4 MARKET FORECAST
           TABLE 2 FACTOR ANALYSIS
    2.5 COMPANY EVALUATION MATRIX METHODOLOGY
           FIGURE 9 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE
    2.6 STARTUP/SME EVALUATION MATRIX METHODOLOGY
           FIGURE 10 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE
    2.7 ASSUMPTIONS
    2.8 LIMITATIONS

3 EXECUTIVE SUMMARY (Page No. - 62)
    FIGURE 11 CONTACT CENTER MARKET: GLOBAL SNAPSHOT, 2020–2027
    FIGURE 12 TOP-GROWING SEGMENTS IN CONTACT CENTER MARKET
    FIGURE 13 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING FORECAST PERIOD
    FIGURE 14 CLOUD DEPLOYMENT MODEL TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
    FIGURE 15 SMALL AND MEDIUM-SIZED ENTERPRISES TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
    FIGURE 16 RETAIL & CONSUMER GOODS INDUSTRY VERTICAL TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
    FIGURE 17 NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD

4 PREMIUM INSIGHTS (Page No. - 67)
    4.1 BRIEF OVERVIEW OF CONTACT CENTER MARKET
           FIGURE 18 INCREASING INVESTMENTS IN CONTACT CENTER SOLUTIONS TO IMPROVE AND ENHANCE CUSTOMER EXPERIENCES
    4.2 CONTACT CENTER MARKET, BY COMPONENT, 2022 VS. 2027
           FIGURE 19 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE BY 2027
    4.3 CONTACT CENTER MARKET, BY SOLUTION, 2022 VS. 2027
           FIGURE 20 OMNICHANNEL ROUTING TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027
    4.4 CONTACT CENTER MARKET, BY SERVICE, 2022 VS. 2027
           FIGURE 21 INTEGRATION & IMPLEMENTATION SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027
    4.5 CONTACT CENTER MARKET, BY DEPLOYMENT MODEL, 2022 VS. 2027
           FIGURE 22 ON-PREMISES DEPLOYMENT TO ACCOUNT FOR LARGER MARKET SHARE BY 2027
    4.6 CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022 VS. 2027
           FIGURE 23 LARGE ENTERPRISES TO ACCOUNT FOR LARGER MARKET SHARE BY 2027
    4.7 CONTACT CENTER MARKET, BY INDUSTRY, 2022 VS. 2027
           FIGURE 24 BANKING FINANCIAL SERVICES AND INSURANCE VERTICAL TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027
    4.8 CONTACT CENTER MARKET—INVESTMENT SCENARIO
           FIGURE 25 ASIA PACIFIC TO EMERGE AS BEST MARKET FOR INVESTMENT IN NEXT FIVE YEARS

5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 71)
    5.1 INTRODUCTION
    5.2 MARKET DYNAMICS
           FIGURE 26 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CONTACT CENTER SOFTWARE MARKET
           5.2.1 DRIVERS
                    5.2.1.1 Rising adoption of advanced contact center technologies
                    5.2.1.2 Need for handling contact center attrition and absenteeism
                    5.2.1.3 Role of social media in contact center operations
                    5.2.1.4 Increasing adoption of virtual and cloud-based contact center solutions during and post-COVID-19
                    5.2.1.5 Continuous transition to cloud-based contact centers
                    5.2.1.6 Growing demand for personalized and streamlined customer interactions
           5.2.2 RESTRAINTS
                    5.2.2.1 Inadequate network bandwidth minimizes the adoption of VoIP and cloud-based telephony
                    5.2.2.2 High costs and long-term contracts associated with PRI phone services
                    5.2.2.3 Impact of IVR frauds and cyber-attacks on business operations
           5.2.3 OPPORTUNITIES
                    5.2.3.1 Dynamic customer demands for robust self-service interactions
                    5.2.3.2 Growing demand for analyzing audio and video conversations
                    5.2.3.3 Shifting focus of enterprises toward work-from-home culture
           5.2.4 CHALLENGES
                    5.2.4.1 Data privacy and security aspects
                    5.2.4.2 Barriers to moving contact centers to cloud environments
    5.3 ECOSYSTEM
           FIGURE 27 CONTACT CENTER SOFTWARE MARKET: ECOSYSTEM
    5.4 SUPPLY CHAIN ANALYSIS
           FIGURE 28 MARKET: SUPPLY CHAIN
    5.5 KEY STAKEHOLDERS AND BUYING CRITERIA
           5.5.1 KEY STAKEHOLDERS IN THE BUYING PROCESS
                    TABLE 3 KEY STAKEHOLDERS IN BUYING PROCESS BY TOP THREE INDUSTRY VERTICALS
           5.5.2 BUYING CRITERIA
                    TABLE 4 CONTACT CENTER SOFTWARE VENDOR'S SELECTION CRITERIA
    5.6 TECHNOLOGY ANALYSIS
           5.6.1 ADVANCED ANALYTICS
                    5.6.1.1 Data analytics
                    5.6.1.2 Speech analytics
                    5.6.1.3 Sentiment analytics
           5.6.2 ARTIFICIAL INTELLIGENCE
                    5.6.2.1 Machine learning
                    5.6.2.2 Natural language processing
    5.7 PRICING ANALYSIS
           TABLE 5 CONTACT CENTER SOFTWARE MARKET: PRICING ANALYSIS
    5.8 PATENT ANALYSIS
           FIGURE 29 NUMBER OF PATENTS PUBLISHED, 2012–2022
           FIGURE 30 TOP FIVE PATENT OWNERS (GLOBAL)
           TABLE 6 TOP TEN PATENT APPLICANTS (US)
           TABLE 7 MARKET - PATENTS GRANTED TO CONTACT CENTER SOFTWARE VENDORS
    5.9 KEY CONFERENCES AND EVENTS IN 2022–2023
           TABLE 8 MARKET: DETAILED LIST OF CONFERENCES AND EVENTS
    5.10 COVID-19 DRIVEN MARKET DYNAMICS
           5.10.1 DRIVERS AND OPPORTUNITIES
           5.10.2 RESTRAINTS AND CHALLENGES
    5.11 CASE STUDY ANALYSIS
           5.11.1 CASE STUDY 1: BFSI
           5.11.2 CASE STUDY 2: MANUFACTURING
           5.11.3 CASE STUDY 3: RETAIL
           5.11.4 CASE STUDY 4: HEALTHCARE
           5.11.5 CASE STUDY 5: TELECOMMUNICATIONS
           5.11.6 CASE STUDY 6: INFORMATION TECHNOLOGY
           5.11.7 CASE STUDY 7: GOVERNMENT
           5.11.8 CASE STUDY 8: MEDIA AND ENTERTAINMENT
    5.12 PORTER’S FIVE FORCES ANALYSIS
                    FIGURE 31 CONTACT CENTER SOFTWARE MARKET: PORTER’S FIVE FORCES ANALYSIS
                    TABLE 9 MARKET: PORTER’S FIVE FORCES ANALYSIS
           5.12.1 THREAT OF NEW ENTRANTS
           5.12.2 THREAT OF SUBSTITUTES
           5.12.3 BARGAINING POWER OF SUPPLIERS
           5.12.4 BARGAINING POWER OF BUYERS
           5.12.5 INTENSITY OF COMPETITIVE RIVALRY
    5.13 EMERGING TRENDS
                    FIGURE 32 TRENDS AND DISRUPTIONS IMPACTING MARKET
    5.14 TARIFF AND REGULATORY LANDSCAPE
           5.14.1 REGULATORY BODIES, GOVERNMENT AGENCIES AND OTHER ORGANIZATIONS
                    TABLE 10 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 11 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 12 ASIA-PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 13 REST OF WORLD: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
           5.14.2 REGULATIONS
                    5.14.2.1 North America
                    5.14.2.2 Europe
                    5.14.2.3 Asia Pacific
                    5.14.2.4 Middle East and South Africa
                    5.14.2.5 Latin America

6 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT (Page No. - 106)
    6.1 INTRODUCTION
           FIGURE 33 SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
           TABLE 14 MARKET, BY COMPONENT, 2016–2020 (USD MILLION)
           TABLE 15 MARKET, BY COMPONENT, 2021–2027 (USD MILLION)
           6.1.1 COMPONENT: MARKET DRIVERS
           6.1.2 COMPONENT: COVID-19 IMPACT
    6.2 SOLUTION
           TABLE 16 SOLUTION: MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
           TABLE 17 SOLUTION: MARKET SIZE, BY TYPE, 2021–2027 (USD MILLION)
           TABLE 18 SOLUTION: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
           TABLE 19 SOLUTION: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
           6.2.1 OMNICHANNEL ROUTING
                    6.2.1.1 Digital channels
                    6.2.1.2 Interactive voice response
                    6.2.1.3 Automatic call distributors
                    6.2.1.4 Dialers
                    6.2.1.5 Virtual agents
                               TABLE 20 OMNICHANNEL ROUTING: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                               TABLE 21 OMNICHANNEL ROUTING: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
           6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT
                    6.2.2.1 Workforce optimization
                    6.2.2.2 Call recording and quality management
                               TABLE 22 WORKFORCE ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                               TABLE 23 WORKFORCE ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
           6.2.3 REPORTING AND ANALYTICS
                    6.2.3.1 Historical and customized reports
                    6.2.3.2 Speech analytics
                    6.2.3.3 Text analytics
                               TABLE 24 REPORTING AND ANALYTICS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                               TABLE 25 REPORTING AND ANALYTICS: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
           6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT
                    TABLE 26 CUSTOMER ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 27 CUSTOMER ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
           6.2.5 OTHER SOLUTIONS
                    TABLE 28 OTHERS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 29 OTHERS: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
    6.3 SERVICES
           TABLE 30 SERVICES: MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
           TABLE 31 SERVICES: MARKET SIZE, BY TYPE, 2021–2027 (USD MILLION)
           TABLE 32 SERVICES: MARKET, BY REGION, 2016–2020 (USD MILLION)
           TABLE 33 SERVICES: MARKET, BY REGION, 2021–2027 (USD MILLION)
           6.3.1 CONSULTING
                    TABLE 34 CONSULTING: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 35 CONSULTING: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
           6.3.2 IMPLEMENTATION AND INTEGRATION
                    TABLE 36 IMPLEMENTATION AND INTEGRATION: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 37 IMPLEMENTATION AND INTEGRATION: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
           6.3.3 TRAINING, SUPPORT, AND MAINTENANCE
                    TABLE 38 TRAINING, SUPPORT, AND MAINTENANCE MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 39 TRAINING, SUPPORT, AND MAINTENANCE MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)

7 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODEL (Page No. - 122)
    7.1 INTRODUCTION
           FIGURE 34 CLOUD DEPLOYMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
           TABLE 40 MARKET, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
           TABLE 41 MARKET, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
           7.1.1 DEPLOYMENT MODEL: MARKET DRIVERS
           7.1.2 DEPLOYMENT MODEL: COVID-19 IMPACT
    7.2 ON-PREMISES
           TABLE 42 ON-PREMISES: MARKET, BY REGION, 2016–2020 (USD MILLION)
           TABLE 43 ON-PREMISES: MARKET, BY REGION, 2021–2027 (USD MILLION)
    7.3 CLOUD
           TABLE 44 CLOUD: MARKET, BY REGION, 2016–2020 (USD MILLION)
           TABLE 45 CLOUD: MARKET, BY REGION, 2021–2027 (USD MILLION)

8 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE (Page No. - 127)
    8.1 INTRODUCTION
           8.1.1 ORGANIZATION SIZE: MARKET
           8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT
                    FIGURE 35 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
                    TABLE 46 MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                    TABLE 47 MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
    8.2 LARGE ENTERPRISES
           TABLE 48 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
           TABLE 49 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
    8.3 SMALL AND MEDIUM-SIZED ENTERPRISES
           TABLE 50 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2016–2020(USD MILLION)
           TABLE 51 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)

9 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY (Page No. - 132)
    9.1 INTRODUCTION
           FIGURE 36 BFSI INDUSTRY EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD
           TABLE 52 MARKET, BY INDUSTRY, 2016-2020(USD MILLION)
           TABLE 53 MARKET, BY VERTICAL, 2021-2027(USD MILLION)
           9.1.1 INDUSTRY: MARKET DRIVERS
           9.1.2 INDUSTRY: COVID-19 IMPACT
    9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
           TABLE 54 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET, BY REGION, 2016–2020 (USD MILLION)
           TABLE 55 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET, BY REGION, 2021–2027 (USD MILLION)
    9.3 TELECOMMUNICATIONS
           TABLE 56 TELECOMMUNICATIONS: MARKET, BY REGION, 2016–2020 (USD MILLION)
           TABLE 57 TELECOMMUNICATIONS: MARKET, BY REGION, 2021–2027 (USD MILLION)
    9.4 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES
           TABLE 58 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016–2020 (USD MILLION)
           TABLE 59 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: MARKET, BY REGION, 2021–2027 (USD MILLION)
    9.5 GOVERNMENT AND PUBLIC SECTOR
           TABLE 60 GOVERNMENT AND PUBLIC SECTOR: MARKET, BY REGION, 2016–2020 (USD MILLION)
           TABLE 61 GOVERNMENT AND PUBLIC SECTOR: MARKET, BY REGION, 2021–2027 (USD MILLION)
    9.6 RETAIL AND CONSUMER GOODS
           TABLE 62 RETAIL AND CONSUMER GOODS: MARKET, BY REGION, 2016–2020 (USD MILLION)
           TABLE 63 RETAIL AND CONSUMER GOODS: MARKET, BY REGION, 2021–2027 (USD MILLION)
    9.7 MANUFACTURING
           TABLE 64 MANUFACTURING: MARKET, BY REGION, 2016–2020 (USD MILLION)
           TABLE 65 MANUFACTURING: MARKET, BY REGION, 2021–2027 (USD MILLION)
    9.8 ENERGY AND UTILITIES
           TABLE 66 ENERGY AND UTILITIES: MARKET, BY REGION, 2016–2020 (USD MILLION)
           TABLE 67 ENERGY AND UTILITIES: MARKET, BY REGION, 2021–2027 (USD MILLION)
    9.9 OTHERS
           TABLE 68 OTHERS: MARKET, BY REGION, 2016–2020 (USD MILLION)
           TABLE 69 OTHERS: MARKET, BY REGION, 2021–2027 (USD MILLION)

10 CONTACT CENTER SOFTWARE MARKET, BY REGION (Page No. - 144)
     10.1 INTRODUCTION
               FIGURE 37 ASIA PACIFIC TO SHOW HIGHEST GROWTH RATE DURING FORECAST PERIOD
               TABLE 70 MARKET, BY REGION, 2016–2020 (USD MILLION)
               TABLE 71 MARKET, BY REGION, 2021–2027 (USD MILLION)
     10.2 NORTH AMERICA
             10.2.1 NORTH AMERICA: MARKET DRIVERS
             10.2.2 NORTH AMERICA: COVID-19 IMPACT
                       FIGURE 38 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SNAPSHOT
                       TABLE 72 NORTH AMERICA: MARKET, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 73 NORTH AMERICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 74 NORTH AMERICA: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
                       TABLE 75 NORTH AMERICA: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
                       TABLE 76 NORTH AMERICA: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
                       TABLE 77 NORTH AMERICA: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
                       TABLE 78 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 79 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
                       TABLE 80 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
                       TABLE 81 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
                       TABLE 82 NORTH AMERICA: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
                       TABLE 83 NORTH AMERICA: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
                       TABLE 84 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
                       TABLE 85 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
             10.2.3 US
                       TABLE 86 US: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 87 US: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 88 US: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
                       TABLE 89 US: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
                       TABLE 90 US: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 91 US: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
             10.2.4 CANADA
                       TABLE 92 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 93 CANADA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 94 CANADA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
                       TABLE 95 CANADA: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
                       TABLE 96 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 97 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
     10.3 EUROPE
             10.3.1 EUROPE: MARKET DRIVERS
             10.3.2 EUROPE: COVID-19 IMPACT
                       TABLE 98 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 99 EUROPE: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 100 EUROPE: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
                       TABLE 101 EUROPE: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
                       TABLE 102 EUROPE: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
                       TABLE 103 EUROPE: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
                       TABLE 104 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 105 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
                       TABLE 106 EUROPE: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
                       TABLE 107 EUROPE: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
                       TABLE 108 EUROPE: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
                       TABLE 109 EUROPE: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
                       TABLE 110 EUROPE: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
                       TABLE 111 EUROPE: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
             10.3.3 UK
                       TABLE 112 UK: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 113 UK: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 114 UK: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 115 UK: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
             10.3.4 GERMANY
                       TABLE 116 GERMANY: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 117 GERMANY: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 118 GERMANY: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 119 GERMANY: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
             10.3.5 FRANCE
                       TABLE 120 FRANCE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 121 FRANCE: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 122 FRANCE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 123 FRANCE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
             10.3.6 BELGIUM
                       TABLE 124 BELGIUM: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 125 BELGIUM: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 126 BELGIUM: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 127 BELGIUM: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
             10.3.7 REST OF EUROPE
                       TABLE 128 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 129 REST OF EUROPE: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 130 REST OF EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 131 REST OF EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
     10.4 ASIA PACIFIC
             10.4.1 ASIA PACIFIC: MARKET DRIVERS
             10.4.2 ASIA PACIFIC: COVID-19 IMPACT
                       FIGURE 39 ASIA PACIFIC: MARKET SNAPSHOT
                       TABLE 132 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 133 ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 134 ASIA PACIFIC: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
                       TABLE 135 ASIA PACIFIC: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
                       TABLE 136 ASIA PACIFIC: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
                       TABLE 137 ASIA PACIFIC: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
                       TABLE 138 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 139 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
                       TABLE 140 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
                       TABLE 141 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
                       TABLE 142 ASIA PACIFIC: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
                       TABLE 143 ASIA PACIFIC: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
                       TABLE 144 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
                       TABLE 145 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
             10.4.3 CHINA
                       TABLE 146 CHINA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 147 CHINA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 148 CHINA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 149 CHINA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
             10.4.4 JAPAN
                       TABLE 150 JAPAN: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 151 JAPAN: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 152 JAPAN: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 153 JAPAN: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
             10.4.5 AUSTRALIA AND NEW ZEALAND
                       TABLE 154 AUSTRALIA AND NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 155 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 156 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 157 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
             10.4.6 REST OF ASIA PACIFIC
                       TABLE 158 REST OF ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 159 REST OF ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 160 REST OF ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 161 REST OF ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
     10.5 MIDDLE EAST & AFRICA
             10.5.1 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET DRIVERS
             10.5.2 MIDDLE EAST & AFRICA: COVID-19 IMPACT
                       TABLE 162 MIDDLE EAST & AFRICA: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 163 MIDDLE EAST & AFRICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 164 MIDDLE EAST & AFRICA: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
                       TABLE 165 MIDDLE EAST & AFRICA: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
                       TABLE 166 MIDDLE EAST & AFRICA: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
                       TABLE 167 MIDDLE EAST & AFRICA: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
                       TABLE 168 MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 169 MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
                       TABLE 170 MIDDLE EAST & AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
                       TABLE 171 MIDDLE EAST & AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
                       TABLE 172 MIDDLE EAST & AFRICA: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
                       TABLE 173 MIDDLE EAST & AFRICA: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
                       TABLE 174 MIDDLE EAST & AFRICA: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
                       TABLE 175 MIDDLE EAST & AFRICA: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
             10.5.3 SAUDI ARABIA
                       TABLE 176 SAUDI ARABIA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 177 SAUDI ARABIA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 178 SAUDI ARABIA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 179 SAUDI ARABIA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
             10.5.4 UAE
                       TABLE 180 UAE: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 181 UAE: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 182 UAE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 183 UAE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
             10.5.5 REST OF MIDDLE EAST & AFRICA
                       TABLE 184 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 185 REST OF MIDDLE EAST & AFRICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 186 REST OF MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 187 REST OF MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
     10.6 LATIN AMERICA
             10.6.1 LATIN AMERICA: MARKET DRIVERS
             10.6.2 LATIN AMERICA: COVID-19 IMPACT
                       TABLE 188 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 189 LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 190 LATIN AMERICA: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
                       TABLE 191 LATIN AMERICA: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
                       TABLE 192 LATIN AMERICA: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
                       TABLE 193 LATIN AMERICA: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
                       TABLE 194 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 195 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
                       TABLE 196 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
                       TABLE 197 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
                       TABLE 198 LATIN AMERICA: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
                       TABLE 199 LATIN AMERICA: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
                       TABLE 200 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
                       TABLE 201 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
             10.6.3 BRAZIL
                       TABLE 202 BRAZIL: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 203 BRAZIL: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 204 BRAZIL: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 205 BRAZIL: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
             10.6.4 MEXICO
                       TABLE 206 MEXICO: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 207 MEXICO: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 208 MEXICO: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 209 MEXICO: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
             10.6.5 REST OF LATIN AMERICA
                       TABLE 210 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 211 REST OF LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
                       TABLE 212 REST OF LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                       TABLE 213 REST OF LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)

11 COMPETITIVE LANDSCAPE (Page No. - 198)
     11.1 INTRODUCTION
               FIGURE 40 MARKET EVALUATION FRAMEWORK, 2019–2022
     11.2 KEY PLAYERS’ STRATEGIES/RIGHT TO WIN
               TABLE 214 OVERVIEW OF STRATEGIES BY KEY CONTACT CENTER SOFTWARE VENDORS
     11.3 MARKET SHARE OF TOP VENDORS
               TABLE 215 CONTACT CENTER SOFTWARE: DEGREE OF COMPETITION
               FIGURE 41 CONTACT CENTER SOFTWARE MARKET: VENDOR SHARE ANALYSIS
     11.4 HISTORICAL REVENUE ANALYSIS OF LEADING PLAYERS
               FIGURE 42 HISTORICAL FIVE-YEAR REVENUE ANALYSIS OF LEADING PLAYERS, 2017-2021
     11.5 COMPETITIVE SCENARIO
               TABLE 216 MARKET: PRODUCT LAUNCHES AND ENHANCEMENTS, 2019–2022
               TABLE 217 MARKET: DEALS, 2019–2022
     11.6 COMPANY EVALUATION QUADRANT
             11.6.1 STARS
             11.6.2 EMERGING LEADERS
             11.6.3 PERVASIVE PLAYERS
             11.6.4 PARTICIPANTS
                       FIGURE 43 CONTACT CENTER SOFTWARE MARKET (GLOBAL): COMPANY EVALUATION QUADRANT, 2021
     11.7 COMPANY PRODUCT FOOTPRINT ANALYSIS
               TABLE 218 COMPANY APPLICATION FOOTPRINT
               TABLE 219 COMPANY VERTICAL FOOTPRINT
               TABLE 220 COMPANY REGION FOOTPRINT
               TABLE 221 COMPANY FOOTPRINT
     11.8 SME EVALUATION QUADRANT
             11.8.1 PROGRESSIVE COMPANIES
             11.8.2 RESPONSIVE COMPANIES
             11.8.3 DYNAMIC COMPANIES
             11.8.4 STARTING BLOCKS
                       FIGURE 44 CONTACT CENTER SOFTWARE MARKET: SME EVALUATION QUADRANT, 2021
             11.8.5 COMPETITIVE BENCHMARKING
                       TABLE 222 MARKET: DETAILED LIST OF KEY STARTUP/SMES
     11.9 SME/STARTUP PRODUCT FOOTPRINT ANALYSIS
               TABLE 223 SME/STARTUP APPLICATION FOOTPRINT
               TABLE 224 SME/STARTUP VERTICAL FOOTPRINT
               TABLE 225 SME/STARTUP REGION FOOTPRINT
               TABLE 226 SME/STARTUP FOOTPRINT

12 COMPANY PROFILES (Page No. - 218)
     12.1 INTRODUCTION
     12.2 KEY COMPANIES
(Business Overview, Products/Services/Solutions Offered, Recent Developments, and MnM View)*
             12.2.1 GENESYS
                       TABLE 227 GENESYS: BUSINESS OVERVIEW
                       TABLE 228 GENESYS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 229 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 230 GENESYS: DEALS
             12.2.2 IBM
                       TABLE 231 IBM: BUSINESS OVERVIEW
                       FIGURE 45 IBM: COMPANY SNAPSHOT
                       TABLE 232 IBM: PRODUCTS/SOLUTIONS/SERVICES OFFERED
             12.2.3 AWS
                       TABLE 233 AWS: BUSINESS OVERVIEW
                       FIGURE 46 AWS: COMPANY SNAPSHOT
                       TABLE 234 AWS: SOLUTIONS/SERVICES OFFERED
                       TABLE 235 AWS: PRODUCT LAUNCHES
                       TABLE 236 AWS: DEALS
             12.2.4 FIVE9
                       TABLE 237 FIVE9: BUSINESS OVERVIEW
                       FIGURE 47 FIVE9: COMPANY SNAPSHOT
                       TABLE 238 FIVE9: PRODUCTS/SERVICES/SOLUTIONS OFFERED
                       TABLE 239 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 240 FIVE9: DEALS
             12.2.5 TWILIO
                       TABLE 241 TWILIO: BUSINESS OVERVIEW
                       FIGURE 48 TWILIO: COMPANY SNAPSHOT
                       TABLE 242 TWILIO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 243 TWILIO: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 244 TWILIO: DEALS
             12.2.6 MITEL
                       TABLE 245 MITEL: BUSINESS OVERVIEW
                       TABLE 246 MITE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 247 MITEL: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 248 MITEL: DEALS
             12.2.7 NICE
                       TABLE 249 NICE: BUSINESS OVERVIEW
                       FIGURE 49 NICE: COMPANY SNAPSHOT
                       TABLE 250 NICE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 251 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 252 NICE: DEALS
             12.2.8 CISCO
                       TABLE 253 CISCO: BUSINESS OVERVIEW
                       FIGURE 50 CISCO: COMPANY SNAPSHOT
                       TABLE 254 CISCO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 255 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 256 CISCO: DEALS
             12.2.9 BT
                       TABLE 257 BT: BUSINESS OVERVIEW
                       FIGURE 51 BT: COMPANY SNAPSHOT
                       TABLE 258 BT: PRODUCTS/SOLUTIONS/SERVICES OFFERED
             12.2.10 VERIZON
                       TABLE 259 VERIZON: BUSINESS OVERVIEW
                       FIGURE 52 VERIZON: COMPANY SNAPSHOT
                       TABLE 260 VERIZON: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 261 VERIZON: PRODUCT LAUNCHES AND ENHANCEMENTS
             12.2.11 AVAYA
                       TABLE 262 AVAYA: BUSINESS OVERVIEW
                       FIGURE 53 AVAYA: COMPANY SNAPSHOT
                       TABLE 263 AVAYA: SOLUTIONS/SERVICES OFFERED
                       TABLE 264 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 265 AVAYA: DEALS
             12.2.12 VONAGE
                       TABLE 266 VONAGE: BUSINESS OVERVIEW
                       FIGURE 54 VONAGE: COMPANY SNAPSHOT
                       TABLE 267 VONAGE: PRODUCTS/SERVICES/SOLUTIONS OFFERED
                       TABLE 268 VONAGE: PRODUCT LAUNCHES
                       TABLE 269 VONAGE: DEALS
             12.2.13 8X8
                       TABLE 270 8X8: BUSINESS OVERVIEW
                       FIGURE 55 8X8: COMPANY SNAPSHOT
                       TABLE 271 8X8: SOLUTIONS/SERVICES OFFERED
                       TABLE 272 8X8: PRODUCT LAUNCHES
                       TABLE 273 8X8: DEALS
             12.2.14 ATOS
                       TABLE 274 ATOS: BUSINESS OVERVIEW
                       FIGURE 56 ATOS: COMPANY SNAPSHOT
                       TABLE 275 ATOS: SOLUTIONS/SERVICES OFFERED
                       TABLE 276 ATOS: PRODUCT LAUNCHES
                       TABLE 277 ATOS: DEALS
             12.2.15 TALKDESK
                       TABLE 278 TALKDESK: BUSINESS OVERVIEW
                       TABLE 279 TALKDESK: PRODUCTS/SERVICES/SOLUTIONS OFFERED
                       TABLE 280 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 281 TALKDESK: DEALS
             12.2.16 ALCATEL-LUCENT ENTERPRISE
             12.2.17 SINCH
             12.2.18 ORACLE
             12.2.19 RINGCENTRAL
             12.2.20 LIFESIZE
             12.2.21 CONTENT GURU
             12.2.22 ASPECT SOFTWARE
             12.2.23 ENGHOUSE INTERACTIVE
             12.2.24 3CLOGIC
             12.2.25 AMEYO
             12.2.26 INTRADO
             12.2.27 AT&T
             12.2.28 NEC
             12.2.29 ZTE
* Business Overview, Products/Services/Solutions Offered, Recent Developments, and MnM View might not be captured in case of unlisted companies.
     12.3 STARTUP/SME PROFILES
             12.3.1 VOCALCOM
             12.3.2 EVOLVE IP
             12.3.3 UJET
             12.3.4 AMTELCO
             12.3.5 AVOXI
             12.3.6 VCC LIVE
             12.3.7 GLIA
             12.3.8 BRIGHT PATTERN
             12.3.9 COMPUTERTALK
             12.3.10 C-ZENTRIX

13 ADJACENT MARKET (Page No. - 320)
     13.1 INTRODUCTION
             13.1.1 RELATED MARKET
                       TABLE 282 RELATED MARKET
     13.2 CLOUD-BASED CONTACT CENTER MARKET
             13.2.1 INTRODUCTION
                       TABLE 283 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 284 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
             13.2.2 SOLUTIONS
                       TABLE 285 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
                       TABLE 286 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2020–2025 (USD MILLION)
                       TABLE 287 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                       TABLE 288 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
                       13.2.2.1 Omnichannel routing
                                   TABLE 289 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                                   TABLE 290 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
                       13.2.2.2 Workforce engagement management
                                   TABLE 291 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                                   TABLE 292 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
                       13.2.2.3 Reporting and analytics
                                   TABLE 293 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                                   TABLE 294 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
                       13.2.2.4 Customer engagement management
                                   TABLE 295 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                                   TABLE 296 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
                       13.2.2.5 Other solutions
                                   TABLE 297 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                                   TABLE 298 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
             13.2.3 SERVICES
                       TABLE 299 SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                       TABLE 300 SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)

14 APPENDIX (Page No. - 330)
     14.1 DISCUSSION GUIDE
     14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
     14.3 AVAILABLE CUSTOMIZATION OPTIONS
     14.4 RELATED REPORTS
     14.5 AUTHOR DETAILS

The study involved 4 major activities to estimate the current market size of Contact Center Software. Exhaustive secondary research was done to collect information on the market, the peer market, and the parent market. The next step was to validate these findings, assumptions, and sizing with industry experts across the value chain through primary research. Both top-down and bottom-up approaches were employed to estimate the complete market size. After that, the market breakup and data triangulation procedures were used to estimate the market size of the segments and subsegments.

Secondary Research

In the secondary research process, various secondary sources were referred to for identifying and collecting information for this study. The secondary sources included annual reports, press releases, and investor presentations of companies; whitepapers; certified publications; and articles from recognized associations, such as data center knowledge and government publishing sources. The research study involved the use of extensive secondary sources, directories, and databases, such as D&B Hoovers, DiscoverOrg, Factiva, Bloomberg BusinessWeek, Statista.com, Cloud Computing Association, OpenFog Consortium, SpiceCSM, National Association of call centers (ACCA), MENA Cloud Alliance, Association of Customer Contact Professionals (ACCP), International Trade Administration (ITA), Telecommunications Industry Association, United Nations Economic and Social Commission for Asia and the Pacific (ESCAP), Economic Commission for Latin America (ECLA), Arab Information and Communication Technology Organization (AICTO)) to identify and collect information useful for this technical, market-oriented, and commercial study of the Contact Center Software market. Secondary research was mainly used to obtain key information about the industry’s value chain, the total pool of key players, market classification and segmentation as per the industry trends to the bottom-most level, regional markets, and key developments from both market and technology-oriented perspectives.

Primary Research

In the primary research process, various primary sources from both the supply and demand sides were interviewed to obtain qualitative and quantitative information for this report. Primary sources from the supply-side included industry experts, such as Chief Executive Officers (CEOs), Vice Presidents (VPs), marketing directors, technology and innovation directors, and related key executives from various key companies and organizations providing Contact Center Software software. The primary sources from the demand side included the end-users of event management software solutions, which included Chief Information Officers (CIOs), IT technicians and technologists, and IT managers at public and investor-owned utilities.

The following figure depicts the breakup of the primary profiles:

Contact Center Software Market  Size, and Share

Market Size Estimation

Both top-down and bottom-up approaches were used to estimate and validate the total size of the Contact Center Software market. They were also used extensively to estimate the size of various subsegments in the market. The research methodology used to estimate the market size includes the following:

  • The key players in the industry and markets have been identified through extensive secondary research.
  • The industry’s supply chain and market size, in terms of value, have been determined through primary and secondary research processes.
  • All percentage shares, splits, and breakdowns have been determined using secondary sources and verified through primary sources.

Data Triangulation

After arriving at the overall market size—using the market size estimation processes as explained above—the market was split into several segments and subsegments. To complete the overall market engineering process and arrive at the exact statistics of each market segment and subsegment, the data triangulation and market breakup procedures were employed, wherever applicable. The data was triangulated by studying several factors and trends from both, the demand and supply sides, in the Contact Center Software market.

Report Objectives

  • To describe and forecast the contact center software market based on components (solution and services), deployment models, organization size, industries, and regions
  • To forecast the market size of five main regions: North America, Europe, Asia Pacific (APAC), Middle East & Africa (MEA), and Latin America
  • To analyze subsegments with respect to individual growth trends, prospects, and contributions to the total market
  • To provide detailed information about major factors (drivers, restraints, opportunities, and challenges) influencing the growth of the market
  • To analyze opportunities in the market for stakeholders and provide details of the competitive landscape for major players
  • To comprehensively analyze the core competencies* of key players in the market
  • To track and analyze the competitive developments, such as product/solution launches and enhancements; business expansions; acquisitions; and partnerships, contracts, and collaborations, in the market.

Available Customizations

With the given market data, MarketsandMarkets offers customizations as per the company’s specific needs and on best effort basis for profiling of additional market players.

    Contact Center Software Market Size,  Share & Growth Report
    Report Code
    TC 5534
    Published ON
    Jul, 2022
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