Cover Image
Market Research Report

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

Published by MarketsandMarkets Product code 551732
Published Content info 192 Pages
Delivery time: 1-2 business days
Price
Back to Top
Contact Center Software Market by Solution (Intelligent Virtual Assistants, Customer Collaboration, Dialers, IVR, Workforce Optimization, Reporting & Analytics), Service, Deployment Type, Organization Size, Vertical, and Region - Global Forecast to 2023
Published: July 25, 2018 Content info: 192 Pages
Description

"Seamless customer experience and automation of inbound and outbound processes are driving the contact center software market"

The contact center software market size is expected to grow from USD 17.65 billion in 2018 to USD 35.32 billion by 2023, at a Compound Annual Growth Rate (CAGR) of 14.9% during the forecast period. Enhanced customer experience through multiple channels, such as voice, video, web, and social media, and the growing adoption of cloud contact center solutions are expected to fuel the growth of contact center software market. However, the high initial investment incurred while integration of new age solutions with legacy systems may restrain the market growth.

"Consumer goods and retail vertical is expected to grow at the highest CAGR during the forecast period"

The consumer goods and retail vertical is expected to grow at the highest CAGR during the forecast period. The vertical is becoming more customer centric with its continual focus on leveraging internet technology. Consumer goods and retail companies have adopted a strategy of managing business operations globally and working locally on development of products. Contact center software enables organizations to reach customers and manage their queries through multiple touch points, such as voice, chat, video, web, mobile, and social media. Furthermore, contact center software provides an opportunity to organizations to cross sell and up sell products and services to customers by facilitating effective communication through multiple channels.

"Asia Pacific is expected to grow at the highest rate during the forecast period"

Asia Pacific is expected to grow at the highest CAGR in the contact center software market by region during the forecast period. Enterprises across verticals are adopting contact center solutions to provide customers with enhanced experience. Additionally, contact center software enables organizations to automate processes, thereby helping organizations to improve productivity of contact center agents. Large presence of SMEs in this region augments the adoption of relatively low-cost cloud-based contact center for varied business needs. The region has a large potential for generation of significant revenue as organizations are looking forward to strengthen brand presence and loyalty by reaching customers through multiple channels including voice, video, web, mobile, applications, and social media. Furthermore, rapid advancements in mobility and cloud adoption in the region is expected to provide growth opportunities for vendors in the contact center software market.

Breakdown profile of primaries::

  • By Company: Tier 1 - 32%, Tier 2 - 44%, and Tier 3 - 24%
  • By Designation: C-level - 71%, Director level - 20%, and Manager level - 9%
  • By Region: North America - 55%, Europe - 20%, APAC - 15%, Latin America - 6%, and MEA - 4%

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

Research Coverage:

The report includes in-depth competitive analysis of these key players in the contact center software market, with their company profiles, the strength of product portfolios, recent developments, and key market strategies. The research report segments the contact center software market by component (solutions and services), deployment type, organization size, vertical, and region.

Reasons to Buy the Report:

The report on the global contact center software market would help leaders/new entrants in the market in the following ways:

  • 1. The report segments the contact center software market comprehensively and provides the closest approximations of the revenue numbers for the overall market and the subsegments. The market numbers are further split across various industries and regions.
  • 2. The report helps the stakeholders to understand the pulse of the market and provides them information on key market drivers, restraints, challenges, and opportunities.
  • 3. This report helps stakeholders in better understanding the competitors and gaining more insights to better position their businesses. There is a separate section on competitive landscape, including competitor ecosystem, and mergers and acquisitions. Besides, there are company profiles of 27 players offering services in this market. The section provides market internals that can put stakeholders ahead of their competitors.
Table of Contents
Product Code: TC 5534

TABLE OF CONTENTS

1. INTRODUCTION

  • 1.1. OBJECTIVES OF THE STUDY
  • 1.2. MARKET DEFINITION
  • 1.3. MARKET SCOPE
  • 1.4. YEARS CONSIDERED FOR THE STUDY
  • 1.5. CURRENCY
  • 1.6. STAKEHOLDERS

2. RESEARCH METHODOLOGY

  • 2.1. RESEARCH DATA
    • 2.1.1. SECONDARY DATA
    • 2.1.2. PRIMARY DATA
      • 2.1.2.1. Breakdown of primaries
      • 2.1.2.2. Key industry insights
  • 2.2. MARKET SIZE ESTIMATION
  • 2.3. RESEARCH ASSUMPTIONS AND LIMITATIONS
  • 2.4. LIMITATIONS

3. EXECUTIVE SUMMARY

4. PREMIUM INSIGHTS

  • 4.1. ATTRACTIVE MARKET OPPORTUNITIES IN THE CONTACT CENTER SOFTWARE MARKET
  • 4.2. CONTACT CENTER SOFTWARE MARKET, BY COMPONENT
  • 4.3. CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE
  • 4.4. CONTACT CENTER SOFTWARE MARKET, BY SERVICE
  • 4.5. CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT TYPE
  • 4.6. CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE
  • 4.7. CONTACT CENTER SOFTWARE MARKET, BY VERTICAL AND REGION

5. MARKET OVERVIEW AND INDUSTRY TRENDS

  • 5.1. INTRODUCTION
  • 5.2. MARKET DYNAMICS
    • 5.2.1. DRIVERS
      • 5.2.1.1. Rise in omnichannel communication
      • 5.2.1.2. Growing need to cater to dynamic customer requirements
    • 5.2.2. RESTRAINTS
      • 5.2.2.1. Difficult to integrate with legacy systems
    • 5.2.3. OPPORTUNITIES
      • 5.2.3.1. Rise in the use of social media by customers
      • 5.2.3.2. Advancements in technologies such as artificial intelligence and analytics
    • 5.2.4. CHALLENGES
      • 5.2.4.1. Need to redesign contact center business processes to be compliant with new data laws and regulations
      • 5.2.4.2. Constant need to train contact center employees due to high attrition rate
  • 5.3. INDUSTRY TRENDS
    • 5.3.1. USE CASES
      • 5.3.1.1. Use case #1
      • 5.3.1.2. Use case #2

6. CONTACT CENTER SOFTWARE MARKET, BY COMPONENT

  • 6.1. INTRODUCTION
  • 6.2. SOFTWARE
    • 6.2.1. INTELLIGENT CALL ROUTING
    • 6.2.2. WORKFORCE OPTIMIZATION
    • 6.2.3. REPORTING AND ANALYTICS
    • 6.2.4. INTELLIGENT VIRTUAL ASSISTANTS
    • 6.2.5. SECURITY
      • 6.2.5.1. Fraud management
      • 6.2.5.2. Network security
      • 6.2.5.3. Others
    • 6.2.6. DIALER
      • 6.2.6.1. Preview dialer
      • 6.2.6.2. Progressive dialer
      • 6.2.6.3. Predictive dialer
    • 6.2.7. CUSTOMER COLLABORATION
    • 6.2.8. AUTOMATIC CALL DISTRIBUTION
    • 6.2.9. COMPUTER TELEPHONY INTEGRATION
    • 6.2.10. CALL RECORDING
    • 6.2.11. INTERACTIVE VOICE RESPONSE
    • 6.2.12. OTHERS
  • 6.3. SERVICES
    • 6.3.1. PROFESSIONAL SERVICES
      • 6.3.1.1. Integration and implementation
      • 6.3.1.2. Consulting
      • 6.3.1.3. Training and support
    • 6.3.2. MANAGED SERVICES

7. CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT TYPE

  • 7.1. INTRODUCTION
  • 7.2. CLOUD
  • 7.3. ON-PREMISES

8. CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE

  • 8.1. INTRODUCTION
  • 8.2. LARGE ENTERPRISES
  • 8.3. SMALL AND MEDIUM-SIZED ENTERPRISES

9. CONTACT CENTER SOFTWARE MARKET, BY VERTICAL

  • 9.1. INTRODUCTION
  • 9.2. BANKING, FINANCIAL SERVICES, AND INSURANCE
  • 9.3. CONSUMER GOODS AND RETAIL
  • 9.4. HEALTHCARE
  • 9.5. IT AND TELECOM
  • 9.6. GOVERNMENT
  • 9.7. TRAVEL AND HOSPITALITY
  • 9.8. MEDIA AND ENTERTAINMENT
  • 9.9. OTHERS

10. CONTACT CENTER SOFTWARE MARKET, BY REGION

  • 10.1. INTRODUCTION
  • 10.2. NORTH AMERICA
    • 10.2.1. UNITED STATES
    • 10.2.2. CANADA
  • 10.3. EUROPE
    • 10.3.1. UNITED KINGDOM
    • 10.3.2. GERMANY
    • 10.3.3. FRANCE
    • 10.3.4. REST OF EUROPE
  • 10.4. ASIA PACIFIC
    • 10.4.1. CHINA
    • 10.4.2. JAPAN
    • 10.4.3. AUSTRALIA AND NEW ZEALAND
    • 10.4.4. REST OF ASIA PACIFIC
  • 10.5. MIDDLE EAST AND AFRICA
    • 10.5.1. KINGDOM OF SAUDI ARABIA
    • 10.5.2. UNITED ARAB EMIRATES
    • 10.5.3. SOUTH AFRICA
    • 10.5.4. REST OF MIDDLE EAST AND AFRICA
  • 10.6. LATIN AMERICA
    • 10.6.1. BRAZIL
    • 10.6.2. MEXICO
    • 10.6.3. REST OF LATIN AMERICA

11. COMPETITIVE LANDSCAPE

  • 11.1. OVERVIEW
  • 11.2. COMPETITIVE SCENARIO
    • 11.2.1. NEW PRODUCT LAUNCHES/SERVICE LAUNCHES/UPGRADATIONS
    • 11.2.2. MERGERS AND ACQUISITIONS
    • 11.2.3. BUSINESS EXPANSIONS
    • 11.2.4. PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS

12. COMPANY PROFILES (Business Overview, Solutions Offered, Recent Developments, and MNM View)*

  • 12.1. INTRODUCTION
  • 12.2. 3CLOGIC
  • 12.3. 8X8
  • 12.4. ALCATEL-LUCENT ENTERPRISE
  • 12.5. AMEYO (DRISHTI-SOFT)
  • 12.6. ASPECT SOFTWARE
  • 12.7. AVAYA
  • 12.8. BT
  • 12.9. CISCO
  • 12.10. ENGHOUSE INTERACTIVE
  • 12.11. FIVE9
  • 12.12. GENESYS
  • 12.13. HUAWEI TECHNOLOGIES
  • 12.14. IBM
  • 12.15. MITEL
  • 12.16. NEC
  • 12.17. NICE
  • 12.18. ORACLE
  • 12.19. RING CENTRAL
  • 12.20. SAP
  • 12.21. UNIFY
  • 12.22. VERIZON
  • 12.23. VOCALCOM
  • 12.24. WEST CORPORATION
  • 12.25. ZENDESK
  • 12.26. ZTE
  • 12.27. KEY INNOVATORS
    • 12.27.1. FENERO
    • 12.27.2. SOLGARI
    • 12.27.3. TOPDOWN

*Details on Business Overview, Solutions Offered, Recent Developments, and MNM View might not be captured in case of unlisted companies.

13. APPENDIX

  • 13.1. KEY INDUSTRY INSIGHTS
  • 13.2. DISCUSSION GUIDE
  • 13.3. KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 13.4. AVAILABLE CUSTOMIZATIONS
  • 13.5. RELATED REPORTS
  • 13.6. AUTHOR DETAILS

LIST OF TABLES

  • TABLE 1: CONTACT CENTER SOFTWARE MARKET: ASSUMPTIONS
  • TABLE 2: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 3: SOFTWARE: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2016-2023 (USD MILLION)
  • TABLE 4: SOFTWARE: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 5: INTELLIGENT CALL ROUTING MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 6: WORKFORCE OPTIMIZATION MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 7: REPORTING AND ANALYTICS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 8: INTELLIGENT VIRTUAL ASSISTANTS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 9: SECURITY MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 10: FRAUD MANAGEMENT MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 11: NETWORK SECURITY MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 12: OTHERS MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 13: DIALER MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 14: PREVIEW DIALER MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 15: PROGRESSIVE DIALER MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 16: PREDICTIVE DIALER MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 17: CUSTOMER COLLABORATION MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 18: AUTOMATIC CALL DISTRIBUTION MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 19: COMPUTER TELEPHONY INTEGRATION MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 20: CALL RECORDING MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 21: INTERACTIVE VOICE RESPONSE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 22: OTHER SOFTWARE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 23: SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2016-2023 (USD MILLION)
  • TABLE 24: SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 25: PROFESSIONAL SERVICES MARKET SIZE, BY TYPE, 2016-2023 (USD MILLION)
  • TABLE 26: PROFESSIONAL SERVICES MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 27: INTEGRATION AND IMPLEMENTATION MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 28: CONSULTING MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 29: TRAINING AND SUPPORT MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 30: MANAGED SERVICES MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 31: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION)
  • TABLE 32: CLOUD MARKET SIZE, BY REGION 2016-2023 (USD MILLION)
  • TABLE 33: ON-PREMISES MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 34: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 35: LARGE ENTERPRISES MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 36: SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 37: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2016-2023 (USD MILLION)
  • TABLE 38: BANKING, FINANCIAL SERVICES, AND INSURANCE: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 39: CONSUMER GOODS AND RETAIL: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 40: HEALTHCARE: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 41: IT AND TELECOM: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 42: GOVERNMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 43: TRAVEL AND HOSPITALITY: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 44: MEDIA AND ENTERTAINMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 45: OTHERS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 46: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2023 (USD MILLION)
  • TABLE 47: NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 48: NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 49: NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE, 2016-2023 (USD MILLION)
  • TABLE 50: NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2016-2023 (USD MILLION)
  • TABLE 51: NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SECURITY TYPE, 2016-2023 (USD MILLION)
  • TABLE 52: NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2016-2023 (USD MILLION)
  • TABLE 53: NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION)
  • TABLE 54: NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION)
  • TABLE 55: NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 56: NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2016-2023 (USD MILLION)
  • TABLE 57: EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 58: EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 59: EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE, 2016-2023 (USD MILLION)
  • TABLE 60: EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2016-2023 (USD MILLION)
  • TABLE 61: EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SECURITY TYPE, 2016-2023 (USD MILLION)
  • TABLE 62: EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2016-2023 (USD MILLION)
  • TABLE 63: EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION)
  • TABLE 64: EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION)
  • TABLE 65: EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 66: EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2016-2023 (USD MILLION)
  • TABLE 67: ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 68: ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 69: ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE, 2016-2023 (USD MILLION)
  • TABLE 70: ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2016-2023 (USD MILLION)
  • TABLE 71: ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SECURITY TYPE, 2016-2023 (USD MILLION)
  • TABLE 72: ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2016-2023 (USD MILLION)
  • TABLE 73: ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION)
  • TABLE 74: ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION)
  • TABLE 75: ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 76: ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2016-2023 (USD MILLION)
  • TABLE 77: MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 78: MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 79: MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE, 2016-2023 (USD MILLION)
  • TABLE 80: MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2016-2023 (USD MILLION)
  • TABLE 81: MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SECURITY TYPE, 2016-2023 (USD MILLION)
  • TABLE 82: MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2016-2023 (USD MILLION)
  • TABLE 83: MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION)
  • TABLE 84: MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION)
  • TABLE 85: MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 86: MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2016-2023 (USD MILLION)
  • TABLE 87: LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2023 (USD MILLION)
  • TABLE 88: LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
  • TABLE 89: LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE, 2016-2023 (USD MILLION)
  • TABLE 90: LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2016-2023 (USD MILLION)
  • TABLE 91: LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SECURITY TYPE, 2016-2023 (USD MILLION)
  • TABLE 92: LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2016-2023 (USD MILLION)
  • TABLE 93: LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2016-2023 (USD MILLION)
  • TABLE 94: LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION)
  • TABLE 95: LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
  • TABLE 96: LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2016-2023 (USD MILLION)
  • TABLE 97: NEW PRODUCT LAUNCHES/SERVICE LAUNCHES/UPGRADATIONS, 2018
  • TABLE 98: MERGERS AND ACQUISITIONS, 2016-2018
  • TABLE 99: BUSINESS EXPANSIONS, 2015-2018
  • TABLE 100: PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS, 2017-2018

LIST OF FIGURES

  • FIGURE 1: CONTACT CENTER SOFTWARE MARKET: MARKET SEGMENTATION
  • FIGURE 2: CONTACT CENTER SOFTWARE MARKET: RESEARCH DESIGN
  • FIGURE 3: BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY, DESIGNATION, AND REGION
  • FIGURE 4: DATA TRIANGULATION
  • FIGURE 5: MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH
  • FIGURE 6: MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH
  • FIGURE 7: TOP 3 SEGMENTS FOR THE CONTACT CENTER SOFTWARE MARKET DURING THE FORECAST PERIOD
  • FIGURE 8: NORTH AMERICA IS ESTIMATED TO HOLD THE LARGEST SHARE OF THE CONTACT CENTER SOFTWARE MARKET IN 2018
  • FIGURE 9: INCREASED OMNICHANNEL COMMUNICATIONS AND RAPID ADOPTION OF CLOUD TECHNOLOGY ARE EXPECTED TO DRIVE THE GROWTH OF THE CONTACT CENTER SOFTWARE MARKET
  • FIGURE 10: SERVICES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 11: REPORTING AND ANALYTICS SOFTWARE IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 12: MANAGED SERVICES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 13: CLOUD DEPLOYMENT TYPE IS EXPECTED TO GROW AT A HIGHER CAGR IN THE CONTACT CENTER SOFTWARE MARKET DURING THE FORECAST PERIOD
  • FIGURE 14: SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 15: BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL, AND NORTH AMERICA ARE ESTIMATED TO HOLD THE LARGEST MARKET SIZES IN 2018
  • FIGURE 16: CONTACT CENTER SOFTWARE MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
  • FIGURE 17: SERVICES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 18: REPORTING AND ANALYTICS SOFTWARE IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 19: MANAGED SERVICES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 20: INTEGRATION AND IMPLEMENTATION SERVICES SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 21: CLOUD DEPLOYMENT TYPE IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 22: SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 23: CONSUMER GOODS AND RETAIL VERTICAL IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 24: ASIA PACIFIC IS EXPECTED TO WITNESS A SIGNIFICANT GROWTH DURING THE FORECAST PERIOD
  • FIGURE 25: NORTH AMERICA: MARKET SNAPSHOT
  • FIGURE 26: ASIA PACIFIC: MARKET SNAPSHOT
  • FIGURE 27: KEY DEVELOPMENTS BY THE LEADING PLAYERS IN THE CONTACT CENTER SOFTWARE MARKET, 2016-2018
  • FIGURE 28: MARKET EVALUATION FRAMEWORK
  • FIGURE 29: GEOGRAPHIC REVENUE MIX OF TOP MARKET PLAYERS
  • FIGURE 30: 8X8: COMPANY SNAPSHOT
  • FIGURE 31: ASPECT SOFTWARE: SWOT ANALYSIS
  • FIGURE 32: AVAYA: COMPANY SNAPSHOT
  • FIGURE 33: AVAYA: SWOT ANALYSIS
  • FIGURE 34: BT: COMPANY SNAPSHOT
  • FIGURE 35: CISCO: COMPANY SNAPSHOT
  • FIGURE 36: CISCO: SWOT ANALYSIS
  • FIGURE 38: ENGHOUSE INTERACTIVE: SWOT ANALYSIS
  • FIGURE 39: FIVE9: COMPANY SNAPSHOT
  • FIGURE 40: GENESYS: SWOT ANALYSIS
  • FIGURE 41: HUAWEI TECHNOLOGIES: COMPANY SNAPSHOT
  • FIGURE 42: IBM: COMPANY SNAPSHOT
  • FIGURE 43: MITEL: COMPANY SNAPSHOT
  • FIGURE 44: NEC: COMPANY SNAPSHOT
  • FIGURE 45: NICE: COMPANY SNAPSHOT
  • FIGURE 46: ORACLE: COMPANY SNAPSHOT
  • FIGURE 47: RING CENTRAL: COMPANY SNAPSHOT
  • FIGURE 48: SAP: COMPANY SNAPSHOT
  • FIGURE 49: VERIZON: COMPANY SNAPSHOT
  • FIGURE 50: WEST CORPORATION: COMPANY SNAPSHOT
  • FIGURE 51: ZENDESK: COMPANY SNAPSHOT
  • FIGURE 52: ZTE: COMPANY SNAPSHOT
Back to Top