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Market Research Report
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1017107

Global Contact Center Market 2021-2025

Published: | TechNavio (Infiniti Research Ltd.) | 120 Pages | Delivery time: 1-2 business days

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Global Contact Center Market 2021-2025
Published: May 26, 2021
TechNavio (Infiniti Research Ltd.)
Content info: 120 Pages
Delivery time: 1-2 business days
  • Description
  • Table of Contents

Technavio has been monitoring the contact center market and it is poised to grow by $ 250.47 bn during 2021-2025, progressing at a CAGR of over 11% during the forecast period. Our report on contact center market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current global market scenario, latest trends and drivers, and the overall market environment. The market is driven by the rising adoption of cloud-based contact centers and the necessity to improve CRM for effective revenue generation. In addition, the rising adoption of cloud-based contact centers is anticipated to boost the growth of the market as well.

The contact center market analysis includes type segment and geographic landscape.

Technavio's contact center market is segmented as below:

By Type

  • Voice-based
  • Text-based
  • Social media-based

By Geography

  • North America
  • Europe
  • APAC
  • South America
  • MEA

This study identifies the integration of IVR into contact centers as one of the prime reasons driving the contact center market growth during the next few years.

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters. Our report on contact center market covers the following areas:

  • Contact center market sizing
  • Contact center market forecast
  • Contact center market industry analysis

Technavio's robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading contact center market vendors that include 8x8 Inc., ALE International, Aspect Software Inc., Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., and NEC Corp. Also, the contact center market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to an analysis of the key vendors.

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive research - both primary and secondary. Technavio's market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast the accurate market growth.

Product Code: IRTNTR40477

Table of Contents

  • Executive Summary
    • Market Overview
  • Market Landscape
    • Market ecosystem
    • Value chain analysis
  • Market Sizing
    • Market definition
    • Market segment analysis
    • Market size 2020
    • Market outlook: Forecast for 2020 - 2025
  • Five Forces Analysis
    • Five forces summary
    • Bargaining power of buyers
    • Bargaining power of suppliers
    • Threat of new entrants
    • Threat of substitutes
    • Threat of rivalry
    • Market condition
  • Market Segmentation by Type
    • Market segments
    • Comparison by Type
    • Voice-based - Market size and forecast 2020-2025
    • Text-based - Market size and forecast 2020-2025
    • Social media-based - Market size and forecast 2020-2025
    • Market opportunity by Type
  • Market Segmentation by Deployment
    • On-premises
    • Cloud-based
  • Customer landscape
  • Geographic Landscape
    • Geographic segmentation
    • Geographic comparison
    • North America - Market size and forecast 2020-2025
    • Europe - Market size and forecast 2020-2025
    • APAC - Market size and forecast 2020-2025
    • South America - Market size and forecast 2020-2025
    • MEA - Market size and forecast 2020-2025
    • Key leading countries
    • Market opportunity by geography
    • Market drivers
    • Market challenges
    • Market trends
  • Vendor Landscape
    • Overview
    • Landscape disruption
    • Competitive scenario
  • Vendor Analysis
    • Vendors covered
    • Market positioning of vendors
    • 8x8 Inc.
    • ALE International
    • Aspect Software Inc.
    • Avaya Holdings Corp.
    • Cisco Systems Inc.
    • Enghouse Systems Ltd.
    • Five9 Inc.
    • Genesys Telecommunications Laboratories Inc.
    • Mitel Networks Corp.
    • NEC Corp.
  • Appendix
    • Scope of the report
    • Currency conversion rates for US$
    • Research methodology
    • List of abbreviations

Exhibits

  • 1: Key Finding 1
  • 2: Key Finding 2
  • 3: Key Finding 3
  • 4: Key Finding 5
  • 5: Key Finding 6
  • 6: Key Finding 7
  • 7: Key Finding 8
  • 8: Parent market
  • 9: Market characteristics
  • 10: Offerings of vendors included in the market definition
  • 11: Market segments
  • 12: Global - Market size and forecast 2020 - 2025 ($ billion)
  • 13: Global market: Year-over-year growth 2020 - 2025 (%)
  • 14: Five forces analysis 2020 & 2025
  • 15: Bargaining power of buyers
  • 16: Bargaining power of suppliers
  • 17: Threat of new entrants
  • 18: Threat of substitutes
  • 19: Threat of rivalry
  • 20: Market condition - Five forces 2020
  • 21: Type - Market share 2020-2025 (%)
  • 22: Comparison by Type
  • 23: Voice-based - Market size and forecast 2020-2025 ($ billion)
  • 24: Voice-based - Year-over-year growth 2020-2025 (%)
  • 25: Text-based - Market size and forecast 2020-2025 ($ billion)
  • 26: Text-based - Year-over-year growth 2020-2025 (%)
  • 27: Social media-based - Market size and forecast 2020-2025 ($ billion)
  • 28: Social media-based - Year-over-year growth 2020-2025 (%)
  • 29: Market opportunity by Type
  • 30: Customer landscape
  • 31: Market share by geography 2020-2025 (%)
  • 32: Geographic comparison
  • 33: North America - Market size and forecast 2020-2025 ($ billion)
  • 34: North America - Year-over-year growth 2020-2025 (%)
  • 35: Europe - Market size and forecast 2020-2025 ($ billion)
  • 36: Europe - Year-over-year growth 2020-2025 (%)
  • 37: APAC - Market size and forecast 2020-2025 ($ billion)
  • 38: APAC - Year-over-year growth 2020-2025 (%)
  • 39: South America - Market size and forecast 2020-2025 ($ billion)
  • 40: South America - Year-over-year growth 2020-2025 (%)
  • 41: MEA - Market size and forecast 2020-2025 ($ billion)
  • 42: MEA - Year-over-year growth 2020-2025 (%)
  • 43: Key leading countries
  • 44: Market opportunity by geography ($ billion)
  • 45: Impact of drivers and challenges
  • 46: Vendor landscape
  • 47: Landscape disruption
  • 48: Industry risks
  • 49: Vendors covered
  • 50: Market positioning of vendors
  • 51: 8x8 Inc. - Overview
  • 52: 8x8 Inc. - Product and service
  • 53: 8x8 Inc. - Key offerings
  • 54: 8x8 Inc. - Key customers
  • 55: 8x8 Inc. - Segment focus
  • 56: ALE International - Overview
  • 57: ALE International - Product and service
  • 58: ALE International - Key offerings
  • 59: ALE International - Key customers
  • 60: ALE International - Segment focus
  • 61: Aspect Software Inc. - Overview
  • 62: Aspect Software Inc. - Product and service
  • 63: Aspect Software Inc. - Key offerings
  • 64: Aspect Software Inc. - Key customers
  • 65: Aspect Software Inc. - Segment focus
  • 66: Avaya Holdings Corp. - Overview
  • 67: Avaya Holdings Corp. - Business segments
  • 68: Avaya Holdings Corp. - Key offerings
  • 69: Avaya Holdings Corp. - Key customers
  • 70: Avaya Holdings Corp. - Segment focus
  • 71: Cisco Systems Inc. - Overview
  • 72: Cisco Systems Inc. - Business segments
  • 73: Cisco Systems Inc. - Key offerings
  • 74: Cisco Systems Inc. - Key customers
  • 75: Cisco Systems Inc. - Segment focus
  • 76: Enghouse Systems Ltd. - Overview
  • 77: Enghouse Systems Ltd. - Business segments
  • 78: Enghouse Systems Ltd. - Key offerings
  • 79: Enghouse Systems Ltd. - Key customers
  • 80: Enghouse Systems Ltd. - Segment focus
  • 81: Five9 Inc. - Overview
  • 82: Five9 Inc. - Business segments
  • 83: Five9 Inc. - Key offerings
  • 84: Five9 Inc. - Key customers
  • 85: Five9 Inc. - Segment focus
  • 86: Genesys Telecommunications Laboratories Inc. - Overview
  • 87: Genesys Telecommunications Laboratories Inc. - Product and service
  • 88: Genesys Telecommunications Laboratories Inc. - Key offerings
  • 89: Genesys Telecommunications Laboratories Inc. - Key customers
  • 90: Genesys Telecommunications Laboratories Inc. - Segment focus
  • 91: Mitel Networks Corp. - Overview
  • 92: Mitel Networks Corp. - Product and service
  • 93: Mitel Networks Corp. - Key offerings
  • 94: Mitel Networks Corp. - Key customers
  • 95: Mitel Networks Corp. - Segment focus
  • 96: NEC Corp. - Overview
  • 97: NEC Corp. - Business segments
  • 98: NEC Corp. - Key offerings
  • 99: NEC Corp. - Key customers
  • 100: NEC Corp. - Segment focus
  • 101: Currency conversion rates for US$
  • 102: Research Methodology
  • 103: Validation techniques employed for market sizing
  • 104: Information sources
  • 105: List of abbreviations