This report was recently updated on October 23 2024 with the latest and most recent
market numbers
Global Contact Center Software Market Size, Trends & Analysis - Forecasts to 2028 By Solution (Automatic Call Distribution (ACD), Call Recording, Computer Telephony Integration (CTI), Customer Collaboration, Dialer, Interactive Voice Responses (IVR), Reporting & Analytics, Workforce Optimization, and Others), By Service (Integration & Deployment, Support & Maintenance, Training & Consulting, and Managed Services), By Deployment (Hosted and On-premise), By Enterprise Size (Large Enterprise and Small & Medium Enterprise), By End User (BFSI, Consumer Goods & Retail, Government, Healthcare, IT & Telecom, Traveling & Hospitality, and Others), and By Region (North America, Asia Pacific, Central & South America, Europe, and Middle East and Africa), Competitive Landscape, Company Market Share Analysis, and End User Analysis
The global contact center software market is expected to grow at a CAGR of 23.9% from 2023 to 2028. Over the last ten years, the worldwide contact centre software industry has grown significantly due to a number of factors, including rising consumer demands, technical improvements, and the growing adoption of omnichannel customer engagement strategy. Organisations may manage and organise their client interactions with contact centre software solutions to handle voice, email, chat, social media, and more.
The main drivers of the contact central software market are omnichannel customer engagement, focus on customer experience, and technological advancements.
Businesses are increasingly using omnichannel customer engagement strategies to provide a seamless consumer experience at every point of contact. Contact centre software enables businesses to aggregate and manage interactions across a range of channels, including voice, email, chat, social media, and more. Regardless of the customer's preferred channel, this capability enables the delivery of consistent and personalised experiences.
An important competitive differentiation for firms today is customer experience. By providing agents with the tools and knowledge they need to deliver individualised, fast, and effective service, contact centre software plays a critical part in improving the customer experience. Organisations may find areas for improvement and pain spots by tracking and analysing client interactions, which improves customer experiences.
The market of contact centre software has been considerably influenced by technological advancements, notably those related to cloud computing and artificial intelligence (AI). Scalability, flexibility, and cost-effectiveness are three benefits that cloud-based contact centre systems provide, making them appealing choices for businesses of all kinds. Chatbots, virtual assistants, and speech analytics are AI-powered technologies that increase self-service choices, boost automation, and facilitate more productive client interactions.
Based on solution, the market is segmented into automatic call distribution (ACD), call recording, computer telephony integration (CTI), customer collaboration, dialer, interactive voice responses (IVR), reporting & analytics, workforce optimization, and others. These solution are often offered as part of comprehensive contact center software suites or as standalone applications, allowing organizations to choose the specific functionalities that best suit their requirements. The combination of these solutions enables organizations to effectively manage customer interactions, optimize resources, and deliver exceptional customer experiences in contact center environments. Interactive voice responses (IVR) is expected to take on the market during the forecast period.
Based on service, the market is segmented into integration & deployment, support & maintenance, training & consulting, and managed services. Service providers in the contact center software market often offer a combination of these service types, allowing organizations to choose the level of support and assistance required based on their specific needs. These services ensure a smooth implementation, continuous operation, and effective utilization of the contact center software, ultimately leading to improved customer experiences and increased operational efficiency.
Based on deployment, the market is segmented into hosted and on-premise. Hosted deployment, also known as cloud-based or Software-as-a-Service (SaaS) deployment, involves the contact center software being hosted and operated by a service provider in the cloud. On-premise deployment involves organizations hosting the contact center software on their own servers and infrastructure within their premises. The decision between hosted and on-premise deployment is influenced by a number of variables, including the organization's budget, IT resources, security concerns, scalability requirements, and preferences for ownership and control. Because of the flexibility, scalability, and cost advantages that cloud-based deployments provide, more organisations are making the switch. On-premise installations, however, are still important in sectors that must adhere to rigorous data security and compliance standards or that need substantial customization and control over their infrastructure.
Based on enterprise size, the market is segmented into large enterprise and small & medium enterprise. Large companies are businesses having a sizable footprint, several operations, and a sizable workforce. Compared to major corporations, SMEs are businesses with a smaller staff and scale. The contact centre software market serves both major businesses and SMEs, taking into account of various needs, spending limits, and resource capacities of each sector. Market vendors provide solutions that are designed to meet the unique requirements and development trajectories of both big and small & medium-sized businesses.
Based on end user, the market is segmented into IT and telecom, BFSI, consumer goods & retail, government, healthcare, IT & telecom, traveling & hospitality, and others. These sectors are among the most important ones that depend on contact centre software for efficient client interaction and service provision. But there are additional sectors where contact centre software is employed, including travel & hospitality, education, utilities, and more. Contact centre software's adaptability and flexibility make it useful across a range of sectors, enabling businesses to deliver outstanding customer experiences and boost operational effectiveness. IT & telecom is expected to have the largest share in the market.
North America is analysed to be the largest region in the global contact center software market during the forecast period. The commercial environment in the area is highly advanced, and there are many businesses in a wide range of industries. These companies have made considerable investments in contact centre solutions because they understand how important it is to provide outstanding client experiences. Several significant companies with a substantial presence and wide-ranging market reach in the contact centre software sector are also based in North America.
Asia Pacific is analysed to be the fastest-growing region across the global contact center software market. Global and local players are striving for market share in the fiercely competitive APAC contact centre software industry. A broad choice of contact centre software solutions are available, all of which have been specifically designed to meet the specific needs of the APAC market from major global companies as well as local and regional suppliers. Businesses are adopting digital channels and technology as APAC nations go through a fast digital transition. In order to manage and integrate customer interactions across channels including voice, chat, email, social media, and mobile apps, this change is pushing the use of contact centre software solutions.
The key players operating in the market are Avaya, Inc., Cisco Systems, Inc., Five9, Inc., Genesys, Microsoft Corporation, NEC Corporation, Mitel Corporation, SAP SE, Nice Systems Ltd., and Huawei Technologies Co., Ltd, among others.
Please note: This is not an exhaustive list of companies profiled in the report
1 STRATEGIC INSIGHTS ON NEW REVENUE POCKETS
1.1 Strategic Opportunity & Attractiveness Analysis
1.1.1 Hot Revenue Pockets
1.1.2 Market Attractiveness Score
1.1.3 Revenue Impacting Opportunity
1.1.4 High Growing Region/Country
1.1.5 Competitor Analysis
1.1.6 Consumer Analysis
1.2 Global Market Estimates' View
1.3 Strategic Insights across Business Functions
1.3.1 For Chief Executive Officers
1.3.2 For Chief Marketing Officers
1.3.3 For Chief Strategy Officers
1.4 Evaluate the Potential of your Existing Business Lines vs. New Lines to Enter Into
2 TECHNOLOGICAL TRENDS
2.1 Technological Adoption Rate
2.2 Current Trend Impact Analysis
2.3 Future Trend Impact Analysis
2.4 Data Metrics
3 GLOBAL MARKET OUTLOOK
3.1 Market Pyramid Analysis
3.1.1 Introduction
3.1.2 Adjacent Market Opportunities
3.1.3 Ancillary Market Opportunities
3.2 Demand Side Analysis
3.2.1 Market Drivers: Impact Analysis
3.2.2 Market Restraints: Impact Analysis
3.2.3 Market Opportunities: Impact Analysis
3.2.4 Market Challenges: Impact Analysis
3.3 Supply Side Analysis
3.3.1 Porter’s Five Forces Analysis
3.3.1.1 Threat of New Entrants
3.3.1.2 Threat of New Substitutes
3.3.1.3 Bargaining Power of Suppliers
3.3.1.4 Bargaining Power of Buyers
3.3.1.5 Intensity of Competitive Rivalry
3.3.2 SWOT Analysis; By Factor (Political & Legal, Economic, and Technological)
3.3.2.1 Political Landscape
3.3.2.2 Economic Landscape
3.3.2.3 Social Landscape
3.3.2.4 Enterprise Size Landscape
3.3.3 Value Chain Analysis
3.3.4 Trend Analysis
3.3.5 Gap Analysis
3.3.6 Cost Analysis
4 GLOBAL CONTACT CENTER SOFTWARE MARKET, BY SOLUTION
4.1 Introduction
4.2 Contact Center Software Market: Solution Scope Key Takeaways
4.3 Revenue Growth Analysis, 2022 & 2028
4.4 Automatic Call Distribution (ACD)
4.4.1 Automatic Call Distribution (ACD) Market Estimates and Forecast, 2020-2028 (USD Billion)
4.5 Call Recording
4.5.1 Call Recording Market Estimates and Forecast, 2020-2028 (USD Billion)
4.6 Computer Telephony Integration (CTI)
4.6.1 Computer Telephony Integration (CTI) Market Estimates and Forecast, 2020-2028 (USD Billion)
4.7 Customer Collaboration
4.7.1 Customer Collaboration Market Estimates and Forecast, 2020-2028 (USD Billion)
4.8 Dialer
4.8.1 Dialer Market Estimates and Forecast, 2020-2028 (USD Billion)
4.9 Interactive Voice Responses (IVR)
4.9.1 Interactive Voice Responses (IVR) Market Estimates and Forecast, 2020-2028 (USD Billion)
4.10 Reporting & Analytics
4.10.1 Reporting & Analytics Market Estimates and Forecast, 2020-2028 (USD Billion)
4.11 Workforce Optimization
4.11.1 Workforce Optimization Market Estimates and Forecast, 2020-2028 (USD Billion)
4.12 Others
4.12.1 Others Market Estimates and Forecast, 2020-2028 (USD Billion)
5 GLOBAL CONTACT CENTER SOFTWARE MARKET, BY SERVICE
5.1 Introduction
5.2 Contact Center Software Market: Service Scope Key Takeaways
5.3 Revenue Growth Analysis, 2022 & 2028
5.4 Integration & Deployment
5.4.1 Integration & Deployment Market Estimates and Forecast, 2020-2028 (USD Billion)
5.5 Support & Maintenance
5.5.1 Support & Maintenance Market Estimates and Forecast, 2020-2028 (USD Billion)
5.6 Training & Consulting
5.6.1 Training & Consulting Market Estimates and Forecast, 2020-2028 (USD Billion)
5.6 Managed Services
5.6.1 Managed Services Market Estimates and Forecast, 2020-2028 (USD Billion)
6 GLOBAL CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT
6.1 Introduction
6.2 Contact Center Software Market: Deployment Scope Key Takeaways
6.3 Revenue Growth Analysis, 2022 & 2028
6.4 Hosted
6.4.1 Hosted Market Estimates and Forecast, 2020-2028 (USD Billion)
6.4 On-premise
6.4.1 On-premise Market Estimates and Forecast, 2020-2028 (USD Billion)
7 GLOBAL CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE
7.1 Introduction
7.2 Contact Center Software Market: Enterprise Size Scope Key Takeaways
7.3 Revenue Growth Analysis, 2022 & 2028
7.4 Large Enterprise
7.4.1 Large Enterprise Market Estimates and Forecast, 2020-2028 (USD Billion)
7.5 Small & Medium Enterprise
7.5.1 Small & Medium Enterprise Market Estimates and Forecast, 2020-2028 (USD Billion)
8 GLOBAL CONTACT CENTER SOFTWARE MARKET, BY END USER
8.1 Introduction
8.2 Contact Center Software Market: End User Scope Key Takeaways
8.3 Revenue Growth Analysis, 2022 & 2028
8.4 BFSI
8.4.1 BFSI Market Estimates and Forecast, 2020-2028 (USD Billion)
8.5 Consumer Goods & Retail
8.5.1 Consumer Goods & Retail Market Estimates and Forecast, 2020-2028 (USD Billion)
8.6 Government
8.6.1 Government Market Estimates and Forecast, 2020-2028 (USD Billion)
8.7 Healthcare
8.7.1 Healthcare Market Estimates and Forecast, 2020-2028 (USD Billion)
8.8 IT & Telecom
8.8.1 IT & Telecom Market Estimates and Forecast, 2020-2028 (USD Billion)
8.9 Traveling & Hospitality
8.9.1 Traveling & Hospitality Market Estimates and Forecast, 2020-2028 (USD Billion)
8.10 Others
8.10.1 Others Market Estimates and Forecast, 2020-2028 (USD Billion)
9 GLOBAL CONTACT CENTER SOFTWARE MARKET, BY REGION
9.1 Introduction
9.2 North America Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.2.1 By Solution
9.2.2 By Service
9.2.3 By Deployment
9.2.4 By Enterprise Size
9.2.5 By End User
9.2.6 By Country
9.2.6.1 U.S. Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.2.6.1.1 By Solution
9.2.6.1.2 By Service
9.2.6.1.3 By Deployment
9.2.6.1.4 By Enterprise Size
9.2.6.1.5 By End User
9.2.6.2 Canada Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.2.6.2.1 By Solution
9.2.6.2.2 By Service
9.2.6.2.3 By Deployment
9.2.6.2.4 By Enterprise Size
9.2.6.2.5 By End User
9.2.6.3 Mexico Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.2.6.3.1 By Solution
9.2.6.3.2 By Service
9.2.6.3.3 By Deployment
9.2.6.3.4 By Enterprise Size
9.2.6.3.5 By End User
9.3 Europe Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.3.1 By Solution
9.3.2 By Service
9.3.3 By Deployment
9.3.4 By Enterprise Size
9.3.5 By End User
9.3.6 By Country
9.3.6.1 Germany Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.3.6.1.1 By Solution
9.3.6.1.2 By Service
9.3.6.1.3 By Deployment
9.3.6.1.4 By Enterprise Size
9.3.6.1.5 By End User
9.3.6.2 U.K. Presered Flowers Market Estimates and Forecast, 2020-2028 (USD Billion)
9.3.6.2.1 By Solution
9.3.6.2.2 By Service
9.3.6.2.3 By Deployment
9.3.6.2.4 By Enterprise Size
9.3.6.2.5 By End User
9.3.6.3 France Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.3.6.3.1 By Solution
9.3.6.3.2 By Service
9.3.6.3.3 By Deployment
9.3.6.3.4 By Enterprise Size
9.3.6.3.5 By End User
9.3.6.4 Italy Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.3.6.4.1 By Solution
9.3.6.4.2 By Service
9.3.6.4.3 By Deployment
9.3.6.4.4 By Enterprise Size
9.3.6.4.5 By End User
9.3.6.5 Spain Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.3.6.5.1 By Solution
9.3.6.5.2 By Service
9.3.6.5.3 By Deployment
9.3.6.5.4 By Enterprise Size
9.3.6.5.5 By End User
9.3.6.6 Netherlands Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.3.6.6.1 By Solution
9.3.6.6.2 By Service
9.3.6.6.3 By Deployment
9.3.6.6.4 By Enterprise Size
9.3.6.6.5 By End User
9.3.6.7 Rest of Europe Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.3.6.7.1 By Solution
9.3.6.7.2 By Service
9.3.6.7.3 By Deployment
9.3.6.7.4 By Enterprise Size
9.3.6.7.5 By End User
9.4 Asia Pacific Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.4.1 By Solution
9.4.2 By Service
9.4.3 By Deployment
9.4.4 By Enterprise Size
9.4.5 By End User
9.4.6 By Country
9.4.6.1 China Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.4.6.1.1 By Solution
9.4.6.1.2 By Service
9.4.6.1.3 By Deployment
9.4.6.1.4 By Enterprise Size
9.4.6.1.5 By End User
9.4.6.2 Japan Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.4.6.2.1 By Solution
9.4.6.2.2 By Service
9.4.6.2.3 By Deployment
9.4.6.2.4 By Enterprise Size
9.4.6.2.5 By End User
9.4.6.3 India Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.4.6.3.1 By Solution
9.4.6.3.2 By Service
9.4.6.3.3 By Deployment
9.4.6.3.4 By Enterprise Size
9.4.6.3.5 By End User
9.4.6.4 South Korea Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.4.6.4.1 By Solution
9.4.6.4.2 By Service
9.4.6.4.3 By Deployment
9.4.6.4.4 By Enterprise Size
9.4.6.4.5 By End User
9.4.6.5 Singapore Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.4.6.5.1 By Solution
9.4.6.5.2 By Service
9.4.6.5.3 By Deployment
9.4.6.5.4 By Enterprise Size
9.4.6.5.5 By End User
9.4.6.6 Malaysia Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.4.6.6.1 By Solution
9.4.6.6.2 By Service
9.4.6.6.3 By Deployment
9.4.6.6.4 By Enterprise Size
9.4.6.6.5 By End User
9.4.6.7 Thailand Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.4.6.7.1 By Solution
9.4.6.7.2 By Service
9.4.6.7.3 By Deployment
9.4.6.7.4 By Enterprise Size
9.4.6.7.5 By End User
9.4.6.8 Indonesia Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.4.6.8.1 By Solution
9.4.6.8.2 By Service
9.4.6.8.3 By Deployment
9.4.6.8.4 By Enterprise Size
9.4.6.8.5 By End User
9.4.6.9 Vietnam Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.4.6.9.1 By Solution
9.4.6.9.2 By Service
9.4.6.9.3 By Deployment
9.4.6.9.4 By Enterprise Size
9.4.6.9.5 By End User
9.4.6.10 Taiwan Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.4.6.10.1 By Solution
9.4.6.10.2 By Service
9.4.6.10.3 By Deployment
9.4.6.10.4 By Enterprise Size
9.4.6.10.5 By End User
9.4.6.11 Rest of Asia Pacific Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.4.6.11.1 By Solution
9.4.6.11.2 By Service
9.4.6.11.3 By Deployment
9.4.6.11.4 By Enterprise Size
9.4.6.11.5 By End User
9.5 Middle East and Africa Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.5.1 By Solution
9.5.2 By Service
9.5.3 By Deployment
9.5.4 By Enterprise Size
9.5.5 By End User
9.5.6 By Country
9.5.6.1 Saudi Arabia Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.5.6.1.1 By Solution
9.5.6.1.2 By Service
9.5.6.1.3 By Deployment
9.5.6.1.4 By Enterprise Size
9.5.6.1.5 By End User
9.5.6.2 U.A.E. Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.5.6.2.1 By Solution
9.5.6.2.2 By Service
9.5.6.2.3 By Deployment
9.5.6.2.4 By Enterprise Size
9.5.6.12.5 By End User
9.5.6.3 Israel Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.5.4.3.1 By Solution
9.5.4.3.2 By Service
9.5.4.3.3 By Deployment
9.5.6.3.4 By Enterprise Size
9.5.6.3.5 By End User
9.5.6.4 South Africa Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.5.6.4.1 By Solution
9.5.6.4.2 By Service
9.5.6.4.3 By Deployment
9.5.6.4.4 By Enterprise Size
9.5.6.4.5 By End User
9.5.6.5 Rest of Middle East and Africa Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.5.6.5.1 By Solution
9.5.6.5.2 By Service
9.5.6.5.2 By Deployment
9.5.6.5.4 By Enterprise Size
9.5.6.5.5 By End User
9.6 Central & South America Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.6.1 By Solution
9.6.2 By Service
9.6.3 By Deployment
9.6.4 By Enterprise Size
9.6.5 By End User
9.6.6 By Country
9.6.6.1 Brazil Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.6.6.1.1 By Solution
9.6.6.1.2 By Service
9.6.6.1.3 By Deployment
9.6.6.1.4 By Enterprise Size
9.6.6.1.5 By End User
9.6.6.2 Argentina Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.6.6.2.1 By Solution
9.6.6.2.2 By Service
9.6.6.2.3 By Deployment
9.6.6.2.4 By Enterprise Size
9.6.6.2.5 By End User
9.6.6.3 Chile Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.6.6.3.1 By Solution
9.6.6.3.2 By Service
9.6.6.3.3 By Deployment
9.6.6.3.4 By Enterprise Size
9.6.6.3.5 By End User
9.6.6.4 Rest of Central & South America Contact Center Software Market Estimates and Forecast, 2020-2028 (USD Billion)
9.6.6.4.1 By Solution
9.6.6.4.2 By Service
9.6.6.4.3 By Deployment
9.6.6.4.4 By Enterprise Size
9.6.6.4.5 By End User
10 COMPETITIVE LANDCAPE
10.1 Company Market Share Analysis
10.2 Four Quadrant Positioning Matrix
10.2.1 Market Leaders
10.2.2 Market Visionaries
10.2.3 Market Challengers
10.2.4 Niche Market Players
10.3 Vendor Landscape
10.3.1 North America
10.3.2 Europe
10.3.3 Asia Pacific
10.3.4 Rest of the World
10.4 Company Profiles
10.4.1 Avaya, Inc.
10.4.1.1 Business Description & Financial Analysis
10.4.1.2 SWOT Analysis
10.4.1.3 Poducts & Services Offered
10.4.1.4 Strategic Alliances between Business Partners
10.4.2 Cisco Systems, Inc.
10.4.2.1 Business Description & Financial Analysis
10.4.2.2 SWOT Analysis
10.4.2.3 Poducts & Services Offered
10.4.2.4 Strategic Alliances between Business Partners
10.4.3 Five9, Inc.
10.4.3.1 Business Description & Financial Analysis
10.4.3.2 SWOT Analysis
10.4.3.3 Poducts & Services Offered
10.4.3.4 Strategic Alliances between Business Partners
10.4.4 Genesys
10.4.4.1 Business Description & Financial Analysis
10.4.4.2 SWOT Analysis
10.4.4.3 Poducts & Services Offered
10.4.4.4 Strategic Alliances between Business Partners
10.4.5 Microsoft Corporation
10.4.5.1 Business Description & Financial Analysis
10.4.5.2 SWOT Analysis
10.4.5.3 Poducts & Services Offered
10.4.5.4 Strategic Alliances between Business Partners
10.4.6 NEC CORPORATION
10.4.6.1 Business Description & Financial Analysis
10.4.6.2 SWOT Analysis
10.4.6.3 Poducts & Services Offered
10.4.6.4 Strategic Alliances between Business Partners
10.4.7 Mitel Corporation
10.4.7.1 Business Description & Financial Analysis
10.4.7.2 SWOT Analysis
10.4.7.3 Poducts & Services Offered
10.4.7.4 Strategic Alliances between Business Partners
10.4.8 SAP SE
10.4.8.1 Business Description & Financial Analysis
10.4.8.2 SWOT Analysis
10.4.8.3 Poducts & Services Offered
10.4.8.4 Strategic Alliances between Business Partners
10.4.9 Nice Systems Ltd.
10.4.9.1 Business Description & Financial Analysis
10.4.9.2 SWOT Analysis
10.4.9.3 Poducts & Services Offered
10.4.9.4 Strategic Alliances between Business Partners
10.4.10 Huawei Technologies Co., Ltd
10.4.10.1 Business Description & Financial Analysis
10.4.10.2 SWOT Analysis
10.4.10.3 Poducts & Services Offered
10.4.10.4 Strategic Alliances between Business Partners
10.4.11 Other Companies
10.4.11.1 Business Description & Financial Analysis
10.4.11.2 SWOT Analysis
10.4.11.3 Poducts & Services Offered
10.4.11.4 Strategic Alliances between Business Partners
11 RESEARCH METHODOLOGY
11.1 Market Introduction
11.1.1 Market Definition
11.1.2 Market Scope & Segmentation
11.2 Information Procurement
11.2.1 Secondary Research
11.2.1.1 Purchased Databases
11.2.1.2 GMEs Internal Data Repository
11.2.1.3 Secondary Resources & Third Party Perspectives
11.2.1.4 Company Information Sources
11.2.2 Primary Research
11.2.2.1 Various Types of Respondents for Primary Interviews
11.2.2.2 Number of Interviews Conducted throughout the Research Process
11.2.2.3 Primary Stakeholders
11.2.2.4 Discussion Guide for Primary Participants
11.2.3 Expert Panels
11.2.3.1 Expert Panels Across 30+ Industry
11.2.4 Paid Local Experts
11.2.4.1 Paid Local Experts Across 30+ Industry Across each Region
11.3 Market Estimation
11.3.1 Top-Down Approach
11.3.1.1 Macro-Economic Indicators Considered
11.3.1.2 Micro-Economic Indicators Considered
11.3.2 Bottom Up Approach
11.3.2.1 Company Share Analysis Approach
11.3.2.2 Estimation of Potential End User Sales
11.4 Data Triangulation
11.4.1 Data Collection
11.4.2 Time Series, Cross Sectional & Panel Data Analysis
11.4.3 Cluster Analysis
11.5 Analysis and Output
11.5.1 Inhouse AI Based Real Time Analytics Tool
11.5.2 Output From Desk & Primary Research
11.6 Research Assumptions & Limitations
11.7.1 Research Assumptions
11.7.2 Research Limitations
LIST OF TABLES
1 Global Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
2 Automatic Call Distribution (ACD) Market, By Region, 2020-2028 (USD Billion)
3 Call Recording Market, By Region, 2020-2028 (USD Billion)
4 Computer Telephony Integration (CTI) Market, By Region, 2020-2028 (USD Billion)
5 Customer Collaboration Market, By Region, 2020-2028 (USD Billion)
6 Dialer Market, By Region, 2020-2028 (USD Billion)
7 Interactive Voice Responses (IVR) Market, By Region, 2020-2028 (USD Billion)
8 Reporting & Analytics Market, By Region, 2020-2028 (USD Billion)
9 Workforce Optimization Market, By Region, 2020-2028 (USD Billion)
10 Others Market, By Region, 2020-2028 (USD Billion)
11 Global Contact Center Software Market, By Service, 2020-2028 (USD Billion)
12 Integration & Deployment Market, By Region, 2020-2028 (USD Billion)
13 Support & Maintenance Market, By Region, 2020-2028 (USD Billion)
14 Training & Consulting Market, By Region, 2020-2028 (USD Billion)
15 Global Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
16 Hosted Market, By Region, 2020-2028 (USD Billion)
17 On-premise Market, By Region, 2020-2028 (USD Billion)
18 Global Contact Center Software Market, By ENTERPRISE SIZE, 2020-2028 (USD Billion)
19 large Market, By Region, 2020-2028 (USD Billion)
20 Small & Medium Enterprise Market, By Region, 2020-2028 (USD Billion)
21 Global Contact Center Software Market, By End User, 2020-2028 (USD Billion)
22 BFSI Market, By Region, 2020-2028 (USD Billion)
23 Consumer Goods & retail Market, By Region, 2020-2028 (USD Billion)
24 Government Market, By Region, 2020-2028 (USD Billion)
25 Healthcare Market, By Region, 2020-2028 (USD Billion)
26 IT & Telecom Market, By Region, 2020-2028 (USD Billion)
27 Traveling & Hospitality Market, By Region, 2020-2028 (USD Billion)
28 Other End Users Market, By Region, 2020-2028 (USD Billion)
29 Regional Analysis, 2020-2028 (USD Billion)
30 North America Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
31 North America Contact Center Software Market, By Service, 2020-2028 (USD Billion)
32 North America Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
33 North America Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
34 North America Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
35 North America Contact Center Software Market, By Country, 2020-2028 (USD Billion)
36 U.S Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
37 U.S Contact Center Software Market, By Service, 2020-2028 (USD Billion)
38 U.S Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
39 U.S Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
40 U.S America Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
41 Canada Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
42 Canada Contact Center Software Market, By Service, 2020-2028 (USD Billion)
43 Canada Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
44 CANADA Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
45 CANADA Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
46 Mexico Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
47 Mexico Contact Center Software Market, By Service, 2020-2028 (USD Billion)
48 Mexico Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
49 mexico Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
50 MEXICO Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
51 Europe Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
52 Europe Contact Center Software Market, By Service, 2020-2028 (USD Billion)
53 Europe Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
54 europe Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
55 EUROPE Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
56 EUROPE Contact Center Software Market, By country, 2020-2028 (USD Billion)
57 Germany Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
58 Germany Contact Center Software Market, By Service, 2020-2028 (USD Billion)
59 Germany Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
60 germany Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
61 GERMANY Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
62 UK Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
63 UK Contact Center Software Market, By Service, 2020-2028 (USD Billion)
64 UK Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
65 U.k Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
66 U.K Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
67 France Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
68 France Contact Center Software Market, By Service, 2020-2028 (USD Billion)
69 France Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
70 france Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
71 FRANCE Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
72 Italy Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
73 Italy Contact Center Software Market, By Service, 2020-2028 (USD Billion)
74 Italy Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
75 italy Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
76 ITALY Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
77 Spain Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
78 Spain Contact Center Software Market, By Service, 2020-2028 (USD Billion)
79 Spain Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
80 spain Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
81 SPAIN Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
82 Rest Of Europe Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
83 Rest Of Europe Contact Center Software Market, By Service, 2020-2028 (USD Billion)
84 Rest of Europe Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
85 REST OF EUROPE Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
86 REST OF EUROPE Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
87 Asia Pacific Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
88 Asia Pacific Contact Center Software Market, By Service, 2020-2028 (USD Billion)
89 Asia Pacific Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
90 asia Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
91 Asia Pacific Contact Center Software Market, By Country, 2020-2028 (USD Billion)
92 ASIA PACIFIC Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
93 China Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
94 China Contact Center Software Market, By Service, 2020-2028 (USD Billion)
95 China Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
96 china Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
97 CHINA Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
98 India Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
99 India Contact Center Software Market, By Service, 2020-2028 (USD Billion)
100 India Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
101 india Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
102 INDIA Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
103 Japan Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
104 Japan Contact Center Software Market, By Service, 2020-2028 (USD Billion)
105 Japan Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
106 japan Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
107 JAPAN Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
108 South Korea Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
109 South Korea Contact Center Software Market, By Service, 2020-2028 (USD Billion)
110 South Korea Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
111 south korea Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
112 SOUTH KOREA Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
113 Middle East and Africa Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
114 Middle East and Africa Contact Center Software Market, By Service, 2020-2028 (USD Billion)
115 Middle East and Africa Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
116 MIDDLE EAST and AFRICA Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
117 Middle East and Africa Contact Center Software Market, By Country, 2020-2028 (USD Billion)
118 MIDDLE EAST and AFRICA Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
119 Saudi Arabia Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
120 Saudi Arabia Contact Center Software Market, By Service, 2020-2028 (USD Billion)
121 Saudi Arabia Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
122 saudi arabia Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
123 SAUDI ARABIA Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
124 UAE Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
125 UAE Contact Center Software Market, By Service, 2020-2028 (USD Billion)
126 UAE Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
127 uae Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
128 UAE Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
129 Central & South America Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
130 Central & South America Contact Center Software Market, By Service, 2020-2028 (USD Billion)
131 Central & South America Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
132 CENTRAL & SOUTH AMERICA Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
133 CENTRAL & SOUTH AMERICA Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
134 Central & South America Contact Center Software Market, By Country, 2020-2028 (USD Billion)
135 Brazil Contact Center Software Market, By Solution, 2020-2028 (USD Billion)
136 Brazil Contact Center Software Market, By Service, 2020-2028 (USD Billion)
137 Brazil Contact Center Software Market, By Deployment, 2020-2028 (USD Billion)
138 brazil Contact Center Software Market, By Enterprise Size, 2020-2028 (USD Billion)
139 BRAZIL Contact Center Software Market, By END USER, 2020-2028 (USD Billion)
140 Avaya, Inc.: PRODUCTS & SERVICES OFFERING
141 Cisco Systems, Inc.: PRODUCTS & SERVICES OFFERING
142 Five9, Inc.: PRODUCTS & SERVICES OFFERING
143 Genesys: PRODUCTS & SERVICES OFFERING
144 Microsoft Corporation: PRODUCTS & SERVICES OFFERING
145 NEC CORPORATION: PRODUCTS & SERVICES OFFERING
146 Mitel Corporation : PRODUCTS & SERVICES OFFERING
147 SAP SE: PRODUCTS & SERVICES OFFERING
148 Nice Systems Ltd.: PRODUCTS & SERVICES OFFERING
149 Huawei Technologies Co., Ltd: PRODUCTS & SERVICES OFFERING
150 Other Companies: PRODUCTS & SERVICES OFFERING
LIST OF FIGURES
1 Global Contact Center Software Market Overview
2 Global Contact Center Software Market Value From 2020-2028 (USD Billion)
3 Global Contact Center Software Market Share, By Solution (2022)
4 Global Contact Center Software Market Share, By Service (2022)
5 Global Contact Center Software Market Share, By Deployment (2022)
6 Global Contact Center Software Market Share, By Enterprise Size (2022)
7 Global Contact Center Software Market Share, By End User (2022)
8 Global Contact Center Software Market, By Region (Asia Pacific Market)
9 Technological Trends In Global Contact Center Software Market
10 Four Quadrant Competitor Positioning Matrix
11 Impact Of Macro & Micro Indicators On The Market
12 Impact Of Key Drivers On The Global Contact Center Software Market
13 Impact Of Challenges On The Global Contact Center Software Market
14 Porter’s Five Forces Analysis
15 Global Contact Center Software Market: By Solution Scope Key Takeaways
16 Global Contact Center Software Market, By Solution Segment: Revenue Growth Analysis
17 Automatic Call Distribution (ACD) Market, By Region, 2020-2028 (USD Billion)
18 Call Recording Market, By Region, 2020-2028 (USD Billion)
19 Computer Telephony Integration (CTI) Market, By Region, 2020-2028 (USD Billion)
20 Customer Collaboration Market, By Region, 2020-2028 (USD Billion)
21 Dialer Market, By Region, 2020-2028 (USD Billion)
22 Interactive Voice Responses (IVR) Market, By Region, 2020-2028 (USD Billion)
23 Reporting & Analytics Market, By Region, 2020-2028 (USD Billion)
24 Workforce Optimization Market, By Region, 2020-2028 (USD Billion)
25 Others Market, By Region, 2020-2028 (USD Billion)
26 Global Contact Center Software Market: By Service Scope Key Takeaways
27 Global Contact Center Software Market, By Service Segment: Revenue Growth Analysis
28 Integration & Deployment Market, By Region, 2020-2028 (USD Billion)
29 Support & Maintenance Market, By Region, 2020-2028 (USD Billion)
30 Training & Consulting Market, By Region, 2020-2028 (USD Billion)
31 Managed Services Market, By Region, 2020-2028 (USD Billion)
32 Global Contact Center Software Market: By Deployment Scope Key Takeaways
33 Global Contact Center Software Market, By Deployment Segment: Revenue Growth Analysis
34 Hosted Market, By Region, 2020-2028 (USD Billion)
35 On- premise Market, By Region, 2020-2028 (USD Billion)
36 Global Contact Center Software Market: By Enterprise Size Scope Key Takeaways
37 Global Contact Center Software Market, By Enterprise Size Segment: Revenue Growth Analysis
38 Large Enterprise Market, By Region, 2020-2028 (USD Billion)
39 Small & Medium Enterprise Market, By Region, 2020-2028 (USD Billion)
40 Global Contact Center Software Market: By End User Scope Key Takeaways
41 Global Contact Center Software Market, By End User Segment: Revenue Growth Analysis
42 BFSI Market, By Region, 2020-2028 (USD Billion)
43 Consumer Goods & Retail Market, By Region, 2020-2028 (USD Billion)
44 Government Market, By Region, 2020-2028 (USD Billion)
45 Healthcare Market, By Region, 2020-2028 (USD Billion)
46 IT & Telecom Market, By Region, 2020-2028 (USD Billion)
47 Travelling & Hospitality Market, By Region, 2020-2028 (USD Billion)
48 Others Market, By Region, 2020-2028 (USD Billion)
49 Regional Segment: Revenue Growth Analysis
50 Global Contact Center Software Market: Regional Analysis
51 North America Contact Center Software Market Overview
52 North America Contact Center Software Market, By Solution
53 North America Contact Center Software Market, By Service
54 North America Contact Center Software Market, By Deployment
55 North America Contact Center Software Market, By Enterprise Size
56 North America Contact Center Software Market, By End User
57 North America Contact Center Software Market, By Country
58 U.S. Contact Center Software Market, By Solution
59 U.S. Contact Center Software Market, By Service
60 U.S. Contact Center Software Market, By Deployment
61 U.S. Contact Center Software Market, By Enterprise Size
62 U.S. Contact Center Software Market, By End User
63 Canada Contact Center Software Market, By Solution
64 Canada Contact Center Software Market, By Service
65 Canada Contact Center Software Market, By Deployment
66 Canada Contact Center Software Market, By Enterprise Size
67 Canada Contact Center Software Market, By End User
68 Mexico Contact Center Software Market, By Solution
69 Mexico Contact Center Software Market, By Service
70 Mexico Contact Center Software Market, By Deployment
71 Mexico Contact Center Software Market, By Enterprise Size
72 Mexico Contact Center Software Market, By End User
73 Four Quadrant Positioning Matrix
74 Company Market Share Analysis
75 Avaya, Inc.: Company Snapshot
76 Avaya, Inc.: SWOT Analysis
77 Avaya, Inc.: Geographic Presence
78 Cisco Systems, Inc.: Company Snapshot
79 Cisco Systems, Inc.: SWOT Analysis
80 Cisco Systems, Inc.: Geographic Presence
81 Five9, Inc.: Company Snapshot
82 Five9, Inc.: SWOT Analysis
83 Five9, Inc.: Geographic Presence
84 Genesys: Company Snapshot
85 Genesys: Swot Analysis
86 Genesys: Geographic Presence
87 Microsoft Corporation: Company Snapshot
88 Microsoft Corporation: SWOT Analysis
89 Microsoft Corporation: Geographic Presence
90 Nec Corporation: Company Snapshot
91 Nec Corporation: SWOT Analysis
92 Nec Corporation: Geographic Presence
93 Mitel Corporation : Company Snapshot
94 Mitel Corporation : SWOT Analysis
95 Mitel Corporation : Geographic Presence
96 SAP SE: Company Snapshot
97 SAP SE: SWOT Analysis
98 SAP SE: Geographic Presence
99 Nice Systems Ltd..: Company Snapshot
100 Nice Systems Ltd..: SWOT Analysis
101 Nice Systems Ltd..: Geographic Presence
102 Huawei Technologies Co., Ltd: Company Snapshot
103 Huawei Technologies Co., Ltd: SWOT Analysis
104 Huawei Technologies Co., Ltd: Geographic Presence
105 Other Companies: Company Snapshot
106 Other Companies: SWOT Analysis
107 Other Companies: Geographic Presence
The Global Contact Center Software Market has been studied from the year 2019 till 2028. However, the CAGR provided in the report is from the year 2023 to 2028. The research methodology involved three stages: Desk research, Primary research, and Analysis & Output from the entire research process.
The desk research involved a robust background study which meant referring to paid and unpaid databases to understand the market dynamics; mapping contracts from press releases; identifying the key players in the market, studying their product portfolio, competition level, annual reports/SEC filings & investor presentations; and learning the demand and supply-side analysis for the Contact Center Software Market.
The primary research activity included telephonic conversations with more than 50 tier 1 industry consultants, distributors, and end-use product manufacturers.
Finally, based on the above thorough research process, an in-depth analysis was carried out considering the following aspects: market attractiveness, current & future market trends, market share analysis, SWOT analysis of the company and customer analytics.
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