The Contact Center Software Market is expected to be around US$ 96 Billion by 2028 at a CAGR of 20.5% in the given forecast period.
Considerable growth in the telecommunications industry across the world, coupled with the increasing need for business process automation solutions, is one of the major factors creating a positive impact on the market. Moreover, large-scale product adoption across several industries, such as healthcare, retail, information technology (IT), banking, financial services and insurance (BFSI), media and education, is offering a thrust to the market growth. Contact center software is majorly used for workforce optimization, virtual communications, fraud management, interactive voice response, reporting and analytics and maintaining network security. In addition, several technological advancements, such as the integration of the Internet of Things (IoT), artificial intelligence (AI), machine learning (ML), big data and cloud computing solutions, with the contact center software to serve to the dynamic consumer requirements, are contributing to the market growth.
The global Contact Center Software market is segregated on the basis of Component as Software and Services. Based on Deployment the global Contact Center Software market is segmented in Cloud-based and On-premise.
Based on End User, the global Contact Center Software market is segmented in Banking, Financial Services, and Insurance (BFSI), Consumer Goods and Retail, Healthcare, IT & Telecom and Government.
The global Contact Center Software market report provides geographic analysis covering regions, such as North America, Europe, Asia-Pacific, and Rest of the World. The Contact Center Software market for each region is further segmented for major countries including the U.S., Canada, Germany, the U.K., France, Italy, China, India, Japan, Brazil, South Africa, and others.
Competitive Rivalry
8X8, Inc., ALE International, Altivon, Amazon Web Services, Inc., Ameyo, Amtelco, Aspect Software, Avaya Inc., Avoxi, Cisco Systems, Inc., Enghouse Interactive Inc., Exotel Techcom Pvt. Ltd., Five9, Inc., Genesys, Microsoft Corporation, NEC Corporation, SAP SE, and others are among the major players in the global Contact Center Software market. The companies are involved in several growth and expansion strategies to gain a competitive advantage. Industry participants also follow value chain integration with business operations in multiple stages of the value chain.
The Contact Center Software Market has been segmented as below:
Contact Center Software Market, By Component
Contact Center Software Market, By Deployment
Contact Center Software Market, By End User
Contact Center Software Market, By Region
Contact Center Software Market, By Company
The report covers:
Report Scope:
The global Contact Center Software market report scope includes detailed study covering underlying factors influencing the industry trends. The report covers analysis on regional and country level market dynamics. The scope also covers competitive overview providing company market shares along with company profiles for major revenue contributing companies. The report scope includes detailed competitive outlook covering market shares and profiles key participants in the global Contact Center Software market share. Major industry players with significant revenue share include 8X8, Inc., ALE International, Altivon, Amazon Web Services, Inc., Ameyo, Amtelco, Aspect Software, Avaya Inc., Avoxi, Cisco Systems, Inc., Enghouse Interactive Inc., Exotel Techcom Pvt. Ltd., Five9, Inc., Genesys, Microsoft Corporation, NEC Corporation, SAP SE, and others.
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1. Introduction
1.1. Key Points
1.2. Report Description
1.3. Markets Covered
1.4. Stakeholders
2. Research Methodology
2.1. Research Scope
2.2. Market Research Process
2.3. Research Data Analysis
2.3.1.1. Secondary Research
2.3.1.2. Primary Research
2.3.1.3. Models for Estimation
2.4. Market Size Estimation
2.4.1. Bottom-Up Approach- Segmental Market Analysis
2.4.2. Top-Down Approach- Parent Market Analysis
3. Executive Summary
4. Market Overview
4.1. Introduction
4.1.1. Drivers
4.1.2. Restraints
4.1.3. Opportunities
4.1.4. Challenges
4.2. Porter’s Five Force Analysis
5. Contact Center Software Market, By Component
5.1. Introduction
5.2. Software
5.2.1. Market Overview
5.2.2. Market Size and Forecast
5.3. Services
5.3.1. Market Overview
5.3.2. Market Size and Forecast
6. Contact Center Software Market, By Deployment
6.1. Introduction
6.2. Cloud-based
6.2.1. Market Overview
6.2.2. Market Size and Forecast
6.3. On-premise
6.3.1. Market Overview
6.3.2. Market Size and Forecast
7. Contact Center Software Market, By End User
7.1. Introduction
7.2. Banking, Financial Services, and Insurance (BFSI)
7.2.1. Market Overview
7.2.2. Market Size and Forecast
7.3. Consumer Goods and Retail
7.3.1. Market Overview
7.3.2. Market Size and Forecast
7.4. Healthcare
7.4.1. Market Overview
7.4.2. Market Size and Forecast
7.5. IT and Telecom
7.5.1. Market Overview
7.5.2. Market Size and Forecast
7.6. Government
7.6.1. Market Overview
7.6.2. Market Size and Forecast
8. Contact Center Software Market, By Geography
8.1. Introduction
8.2. North America
8.2.1. North America Contact Center Software, By Component
8.2.2. North America Contact Center Software, By Deployment
8.2.3. North America Contact Center Software, By End User
8.3. Europe
8.3.1. Europe Contact Center Software, By Component
8.3.2. Europe Contact Center Software, By Deployment
8.3.3. Europe Contact Center Software, By End User
8.4. Asia-Pacific
8.4.1. Asia-Pacific Contact Center Software, By Component
8.4.2. Asia-Pacific Contact Center Software, By Deployment
8.4.3. Asia-Pacific Contact Center Software, By End User
8.5. Rest of the World
8.5.1. Rest of the World Contact Center Software, By Component
8.5.2. Rest of the World Contact Center Software, By Deployment
8.5.3. Rest of the World Contact Center Software, By End User
9. Competitive Insights
9.1. Key Insights
9.2. Company Market Share Analysis
9.3. Strategic Outlook
9.3.1. Mergers & Acquisitions
9.3.2. New Product Developments
9.3.3. Portfolio/Production Capacity Expansions
9.3.4. Joint Ventures, Collaborations, Partnerships & Agreements
9.3.5. Others
10. Company Profiles
10.1. 8X8, Inc.
10.1.1. Company Overview
10.1.2. Product/Service Landscape
10.1.3. Financial Overview
10.1.4. Recent Developments
10.2. ALE International
10.2.1. Company Overview
10.2.2. Product/Service Landscape
10.2.3. Financial Overview
10.2.4. Recent Developments
10.3. Altivon
10.3.1. Company Overview
10.3.2. Product/Service Landscape
10.3.3. Financial Overview
10.3.4. Recent Developments
10.4. Amazon Web Services, Inc.
10.4.1. Company Overview
10.4.2. Product/Service Landscape
10.4.3. Financial Overview
10.4.4. Recent Developments
10.5. Ameyo
10.5.1. Company Overview
10.5.2. Product/Service Landscape
10.5.3. Financial Overview
10.5.4. Recent Developments
10.6. Amtelco
10.6.1. Company Overview
10.6.2. Product/Service Landscape
10.6.3. Financial Overview
10.6.4. Recent Developments
10.7. Aspect Software
10.7.1. Company Overview
10.7.2. Product/Service Landscape
10.7.3. Financial Overview
10.7.4. Recent Developments
10.8. Avaya Inc.
10.8.1. Company Overview
10.8.2. Product/Service Landscape
10.8.3. Financial Overview
10.8.4. Recent Developments
10.9. Avoxi
10.9.1. Company Overview
10.9.2. Product/Service Landscape
10.9.3. Financial Overview
10.9.4. Recent Developments
10.10. Cisco Systems, Inc.
10.10.1. Company Overview
10.10.2. Product/Service Landscape
10.10.3. Financial Overview
10.10.4. Recent Developments
10.11. Enghouse Interactive Inc.
10.11.1. Company Overview
10.11.2. Product/Service Landscape
10.11.3. Financial Overview
10.11.4. Recent Developments
10.12. Exotel Techcom Pvt. Ltd.
10.12.1. Company Overview
10.12.2. Product/Service Landscape
10.12.3. Financial Overview
10.12.4. Recent Developments
10.13. Five9, Inc.
10.13.1. Company Overview
10.13.2. Product/Service Landscape
10.13.3. Financial Overview
10.13.4. Recent Developments
10.14. Genesys
10.14.1. Company Overview
10.14.2. Product/Service Landscape
10.14.3. Financial Overview
10.14.4. Recent Developments
10.15. Microsoft Corporation
10.15.1. Company Overview
10.15.2. Product/Service Landscape
10.15.3. Financial Overview
10.15.4. Recent Developments
10.16. NEC Corporation
10.16.1. Company Overview
10.16.2. Product/Service Landscape
10.16.3. Financial Overview
10.16.4. Recent Developments
10.17. SAP SE
10.17.1. Company Overview
10.17.2. Product/Service Landscape
10.17.3. Financial Overview
10.17.4. Recent Developments
The Contact Center Software Market has been segmented as below:
Contact Center Software Market, By Component
Contact Center Software Market, By Deployment
Contact Center Software Market, By End User
Contact Center Software Market, By Region
Contact Center Software Market, By Company
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