Contact Center Software Market Report
RA05971
Contact Center Software Market, by Component (Software, service), Deployment (Cloud, On-Premises), Organization (Large Enterprises, Small and Medium-sized Enterprises (SMEs)), Vertical (Banking, Financial Services, and Insurance (BFSI), Consumer Goods and retail, Healthcare, IT and Telecom, Government, Travel and Hospitality, Media and Entertainment, Others): Global Opportunity Analysis and Industry Forecast, 2020-2027
The global contact center software market is estimated to surpass $65,761.8 million by 2027, exhibiting a CAGR of 15.7% from 2020 to 2027.
The report offers a thorough analysis of global contact center software market with detailed study of various aspects of the market such as market dynamics, vital segments, major geographies, key players, and competitive landscape.
The report provides a clear picture of the current market situation and future trends of the global contact center software market based on impact of various market dynamics and vital forces influencing the market. The drivers and opportunities in the market contributing to the market growth are acknowledged in the market dynamics. Besides, challenges and restraints that hold potential to hamper the market growth are also premeditated in the global contact center software market. Porter’s five forces analysis is delivered through the report which precisely highlights the effects of key forces on the global contact center software market.
The report offers market size and estimations analyzing global contact center software market through various segments. In addition, the report includes geographical market analysis of these segments. Each segment entailed in the report is studied at regional and country level as well to provide complete coverage of global contact center software market. The report categorizes the global contact center software market into four major geographies including North America, Europe, Asia-Pacific, and LAMEA. These geographies are further sub-categorized into countries to cover contact center software market scenario across in respective regions.
Furthermore, the report covers competitive scenario of the global contact center software market. The key players operating in the global contact center software market are studied in the report to understand their current market position and competitive strengths in the industry. The report profiles 10 key companies. Moreover, the company profiles include various data-points such as company overview, company executives, recent financials of the company, major growth strategies espoused by company, new initiatives and advancements by company to sustain and mend their position in the global contact center software market, and others.
Research Methodology
We offer our clients comprehensive research and analysis based on an extensive variety of factual inputs, which mostly include industry participants’ interviews, reliable statistics, and regional acumen. The in-house market experts play an impactful role in designing analytic models and tools, personalized to the requirements of a market segment. These analytical models and tools sterilize the data and statistics and enrich the accuracy of our advice and recommendations.
For accomplishment of this research report, long hours of discussions and interviews have been conducted, with an extensive range of stakeholders that includes upstream and downstream participants. A number of product type literatures, annual reports, industry releases, and other related documents of key industry contributors have been reviewed, for better understanding of the market. We have executed a mix of primary and secondary research for the market estimates and forecasts. Secondary research formulae the initial phase of our detailed study, where we conduct wide-range data mining, referring to certified data sources such as technical journals, medical journals, independent studies, trade association’s releases, materials published by government and regulatory authorities.
KEY MARKET BENEFITS
- The report is a compilation of detailed information, inputs from industry participants and industry experts across the value chain, and quantitative and qualitative assessment by industry analysts.
- This report provides in-depth analysis of current market trends, governing factors, macro-economic indicators from 2019 to 2027 to identify & understand the prevailing opportunities and the strategic assessment of the growth of the global contact center software market.
- The report maps the qualitative sway of various industry factors on market segments as well as geographies.
- The market estimations and size provided in the report are based on a comprehensive analysis of recent & futuristic key developments in the contact center software market.
- The growth and development strategies adopted by the prominent industry players are enlisted in the report to understand the competitive scenario of the contact center software market.
KEY MARKET SEGMENTS
The global contact center software market is segmented on the basis of following:
- Component: Software, service
- Deployment: Cloud, On-Premises
- Organization: Large Enterprises, Small and Medium-sized Enterprises (SMEs)
- Vertical: Banking, Financial Services, and Insurance (BFSI), Consumer Goods and retail, Healthcare, IT and Telecom, Government, Travel and Hospitality, Media and Entertainment, Others
- Region: North America, Europe, Asia Pacific, and LAMEA.
This segment is further sub-segmented into the following regions:
- North America
- U.S.
- Canada
- Mexico
- Europe
- Germany
- UK
- France
- Spain
- Italy
- Rest of Europe
- Asia-Pacific
- Japan
- China
- India
- Australia
- South Korea
- Rest of Asia-Pacific
- LAMEA
- Brazil
- Argentina
- Saudi Arabia
- South Africa
- UAE
- Rest of LAMEA
KEY MARKET PLAYERS
The global contact center software market is consolidated with the presence of large number of key players. These players focus upon innovation and expansion of product portfolios to acquire a competitive edge in the market space. The report summarizes various aspects of all these key players including financial performance, product portfolio, recent strategic moves & developments, and SWOT analysis.
Players in global contact center software market include:
1. 3CLogic (US)
2. 8x8 (US)
3. Alcatel-Lucent Enterprise (France)
4. Ameyo (Drishti-Soft
5. India)
6. Aspect Software (US)
7. Avaya (US)
8. BT (England)
9. Cisco (US)
10. Enghouse Interactive (US)
11. Fenero (US)
12. Five9 (US)
13. Genesys (US)
14. Huawei (China)
15. IBM (US)
16. Mitel (Canada)
17. NEC (Japan)
18. NICE (Israel)
19. Oracle (US)
20. RingCentral (US)
21. SAP (Germany)
22. Solgari (Ireland)
23. Topdown (US)
24. Unify (Germany)
25. Verizon (US)
26. Vocalcom (France)
27. West Corporation (US)
28. Zendesk (US)
29. and ZTE (China)
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1. RESEARCH METHODOLOGY
1.1. Desk Research
1.2. Real time insights and validation
1.3. Forecast model
1.4. Assumptions and forecast parameters
1.5. Market size estimation
1.5.1. Top-down approach
1.5.2. Bottom-up approach
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2. REPORT SCOPE
2.1. Market definition
2.2. Key objectives of the study
2.3. Report overview
2.4. Market segmentation
2.5. Overview of the impact of COVID-19 on Global Contact Center Software Market
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3. EXECUTIVE SUMMARY
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4. MARKET OVERVIEW
4.1. Introduction
4.2. Growth impact forces
4.2.1. Drivers
4.2.2. Restraints
4.2.3. Opportunities
4.3. Market value chain analysis
4.3.1. List of raw material suppliers
4.3.2. List of manufacturers
4.3.3. List of distributors
4.4. Innovation & sustainability matrices
4.4.1. Technology matrix
4.4.2. Regulatory matrix
4.5. Porter’s five forces analysis
4.5.1. Bargaining power of suppliers
4.5.2. Bargaining power of consumers
4.5.3. Threat of substitutes
4.5.4. Threat of new entrants
4.5.5. Competitive rivalry intensity
4.6. PESTLE analysis
4.6.1. Political
4.6.2. Economical
4.6.3. Social
4.6.4. Technological
4.6.5. Environmental
4.7. Impact of COVID-19 on Contact Center Software Market
4.7.1. Pre-covid market scenario
4.7.2. Post-covid market scenario
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5. Contact Center Software Market, By Product
5.1. Overview
5.2 Software
5.2.1 Definition, key trends, growth factors, and opportunities
5.2.2 Market size analysis, by region, 2020-2027
5.2.3 Market share analysis, by country, 2020-2027
5.3 service
5.3.1 Definition, key trends, growth factors, and opportunities
5.3.2 Market size analysis, by region, 2020-2027
5.3.3 Market share analysis, by country, 2020-2027
5.4 Research Dive Exclusive Insights
5.4.1 Market attractiveness
5.4.2 Competition heatmap
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6. Contact Center Software Market, By Technology
6.1. Overview
6.2 Cloud
6.2.1 Definition, key trends, growth factors, and opportunities
6.2.2 Market size analysis, by region, 2020-2027
6.2.3 Market share analysis, by country, 2020-2027
6.3 On-Premises
6.3.1 Definition, key trends, growth factors, and opportunities
6.3.2 Market size analysis, by region, 2020-2027
6.3.3 Market share analysis, by country, 2020-2027
6.4 Research Dive Exclusive Insights
6.4.1 Market attractiveness
6.4.2 Competition heatmap
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7. Contact Center Software Market, By Component
7.1. Overview
7.2 Large Enterprises
7.2.1 Definition, key trends, growth factors, and opportunities
7.2.2 Market size analysis, by region, 2020-2027
7.2.3 Market share analysis, by country, 2020-2027
7.3 Small and Medium-sized Enterprises (SMEs)
7.3.1 Definition, key trends, growth factors, and opportunities
7.3.2 Market size analysis, by region, 2020-2027
7.3.3 Market share analysis, by country, 2020-2027
7.4 Research Dive Exclusive Insights
7.4.1 Market attractiveness
7.4.2 Competition heatmap
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8. Contact Center Software Market, By Type
8.1. Overview
8.2 Banking
8.2.1 Definition, key trends, growth factors, and opportunities
8.2.2 Market size analysis, by region, 2020-2027
8.2.3 Market share analysis, by country, 2020-2027
8.3 Financial Services
8.3.1 Definition, key trends, growth factors, and opportunities
8.3.2 Market size analysis, by region, 2020-2027
8.3.3 Market share analysis, by country, 2020-2027
8.4 and Insurance (BFSI)
8.4.1 Definition, key trends, growth factors, and opportunities
8.4.2 Market size analysis, by region, 2020-2027
8.4.3 Market share analysis, by country, 2020-2027
8.5 Consumer Goods and retail
8.5.1 Definition, key trends, growth factors, and opportunities
8.5.2 Market size analysis, by region, 2020-2027
8.5.3 Market share analysis, by country, 2020-2027
8.6 Healthcare
8.6.1 Definition, key trends, growth factors, and opportunities
8.6.2 Market size analysis, by region, 2020-2027
8.6.3 Market share analysis, by country, 2020-2027
8.7 IT and Telecom
8.7.1 Definition, key trends, growth factors, and opportunities
8.7.2 Market size analysis, by region, 2020-2027
8.7.3 Market share analysis, by country, 2020-2027
8.8 Government
8.8.1 Definition, key trends, growth factors, and opportunities
8.8.2 Market size analysis, by region, 2020-2027
8.8.3 Market share analysis, by country, 2020-2027
8.9 Travel and Hospitality
8.9.1 Definition, key trends, growth factors, and opportunities
8.9.2 Market size analysis, by region, 2020-2027
8.9.3 Market share analysis, by country, 2020-2027
8.10 Media and Entertainment
8.10.1 Definition, key trends, growth factors, and opportunities
8.10.2 Market size analysis, by region, 2020-2027
8.10.3 Market share analysis, by country, 2020-2027
8.11 Others
8.11.1 Definition, key trends, growth factors, and opportunities
8.11.2 Market size analysis, by region, 2020-2027
8.11.3 Market share analysis, by country, 2020-2027
8.12 Research Dive Exclusive Insights
8.12.1 Market attractiveness
8.12.2 Competition heatmap
9. Contact Center Software Market, By Region
9.1 North America
9.1.1 U.S
9.1.1.1 Market size analysis, By Product, 2020-2027
9.1.1.2 Market size analysis, By Technology, 2020-2027
9.1.1.3 Market size analysis, By Component, 2020-2027
9.1.1.4 Market size analysis, By Type, 2020-2027
9.1.2 Canada
9.1.2.1 Market size analysis, By Product, 2020-2027
9.1.2.2 Market size analysis, By Technology, 2020-2027
9.1.2.3 Market size analysis, By Component, 2020-2027
9.1.2.4 Market size analysis, By Type, 2020-2027
9.1.3 Mexico
9.1.3.1 Market size analysis, By Product, 2020-2027
9.1.3.2 Market size analysis, By Technology, 2020-2027
9.1.3.3 Market size analysis, By Component, 2020-2027
9.1.3.4 Market size analysis, By Type, 2020-2027
9.1.4 Research Dive Exclusive Insights
9.1.4.1 Market attractiveness
9.1.4.2 Competition heatmap
9.2 Europe
9.2.1 Germany
9.2.1.1 Market size analysis, By Product, 2020-2027
9.2.1.2 Market size analysis, By Technology, 2020-2027
9.2.1.3 Market size analysis, By Component, 2020-2027
9.2.1.4 Market size analysis, By Type, 2020-2027
9.2.2 UK
9.2.2.1 Market size analysis, By Product, 2020-2027
9.2.2.2 Market size analysis, By Technology, 2020-2027
9.2.2.3 Market size analysis, By Component, 2020-2027
9.2.2.4 Market size analysis, By Type, 2020-2027
9.2.3 France
9.2.3.1 Market size analysis, By Product, 2020-2027
9.2.3.2 Market size analysis, By Technology, 2020-2027
9.2.3.3 Market size analysis, By Component, 2020-2027
9.2.3.4 Market size analysis, By Type, 2020-2027
9.2.4 Spain
9.2.4.1 Market size analysis, By Product, 2020-2027
9.2.4.2 Market size analysis, By Technology, 2020-2027
9.2.4.3 Market size analysis, By Component, 2020-2027
9.2.4.4 Market size analysis, By Type, 2020-2027
9.2.5 Italy
9.2.5.1 Market size analysis, By Product, 2020-2027
9.2.5.2 Market size analysis, By Technology, 2020-2027
9.2.5.3 Market size analysis, By Component, 2020-2027
9.2.5.4 Market size analysis, By Type, 2020-2027
9.2.6 Rest of Europe
9.2.6.1 Market size analysis, By Product, 2020-2027
9.2.6.2 Market size analysis, By Technology, 2020-2027
9.2.6.3 Market size analysis, By Component, 2020-2027
9.2.6.4 Market size analysis, By Type, 2020-2027
9.2.7 Research Dive Exclusive Insights
9.2.7.1 Market attractiveness
9.2.7.2 Competition heatmap
9.3 Asia-Pacific
9.3.1 China
9.3.1.1 Market size analysis, By Product, 2020-2027
9.3.1.2 Market size analysis, By Technology, 2020-2027
9.3.1.3 Market size analysis, By Component, 2020-2027
9.3.1.4 Market size analysis, By Type, 2020-2027
9.3.2 Japan
9.3.2.1 Market size analysis, By Product, 2020-2027
9.3.2.2 Market size analysis, By Technology, 2020-2027
9.3.2.3 Market size analysis, By Component, 2020-2027
9.3.2.4 Market size analysis, By Type, 2020-2027
9.3.3 India
9.3.3.1 Market size analysis, By Product, 2020-2027
9.3.3.2 Market size analysis, By Technology, 2020-2027
9.3.3.3 Market size analysis, By Component, 2020-2027
9.3.3.4 Market size analysis, By Type, 2020-2027
9.3.4 Australia
9.3.4.1 Market size analysis, By Product, 2020-2027
9.3.4.2 Market size analysis, By Technology, 2020-2027
9.3.4.3 Market size analysis, By Component, 2020-2027
9.3.4.4 Market size analysis, By Type, 2020-2027
9.3.5 South Korea
9.3.5.1 Market size analysis, By Product, 2020-2027
9.3.5.2 Market size analysis, By Technology, 2020-2027
9.3.5.3 Market size analysis, By Component, 2020-2027
9.3.5.4 Market size analysis, By Type, 2020-2027
9.3.6 Rest of Asia-Pacific
9.3.6.1 Market size analysis, By Product, 2020-2027
9.3.6.2 Market size analysis, By Technology, 2020-2027
9.3.6.3 Market size analysis, By Component, 2020-2027
9.3.6.4 Market size analysis, By Type, 2020-2027
9.3.7 Research Dive Exclusive Insights
9.3.7.1 Market attractiveness
9.3.7.2 Competition heatmap
9.4 LAMEA
9.4.1 Brazil
9.4.1.1 Market size analysis, By Product, 2020-2027
9.4.1.2 Market size analysis, By Technology, 2020-2027
9.4.1.3 Market size analysis, By Component, 2020-2027
9.4.1.4 Market size analysis, By Type, 2020-2027
9.4.2 Saudi Arabia
9.4.2.1 Market size analysis, By Product, 2020-2027
9.4.2.2 Market size analysis, By Technology, 2020-2027
9.4.2.3 Market size analysis, By Component, 2020-2027
9.4.2.4 Market size analysis, By Type, 2020-2027
9.4.3 UAE
9.4.3.1 Market size analysis, By Product, 2020-2027
9.4.3.2 Market size analysis, By Technology, 2020-2027
9.4.3.3 Market size analysis, By Component, 2020-2027
9.4.3.4 Market size analysis, By Type, 2020-2027
9.4.4 South Africa
9.4.4.1 Market size analysis, By Product, 2020-2027
9.4.4.2 Market size analysis, By Technology, 2020-2027
9.4.4.3 Market size analysis, By Component, 2020-2027
9.4.4.4 Market size analysis, By Type, 2020-2027
9.4.5 Rest of LAMEA
9.4.5.1 Market size analysis, By Product, 2020-2027
9.4.5.2 Market size analysis, By Technology, 2020-2027
9.4.5.3 Market size analysis, By Component, 2020-2027
9.4.5.4 Market size analysis, By Type, 2020-2027
9.4.6 Research Dive Exclusive Insights
9.4.6.1 Market attractiveness
9.4.6.2 Competition heatmap
10. Competitive Landscape
10.1 Top winning strategies, 2020-2027
10.1.1 By strategy
10.1.2 By year
10.2 Strategic overview
10.3 Market share analysis, 2020-2027
11. Company Profiles
11.1 3CLogic (US)
11.1.1 Overview
11.1.2 Business segments
11.1.3 Product portfolio
11.1.4 Financial performance
11.1.5 Recent developments
11.1.6 SWOT analysis
11.2 8x8 (US)
11.2.1 Overview
11.2.2 Business segments
11.2.3 Product portfolio
11.2.4 Financial performance
11.2.5 Recent developments
11.2.6 SWOT analysis
11.3 Alcatel-Lucent Enterprise (France)
11.3.1 Overview
11.3.2 Business segments
11.3.3 Product portfolio
11.3.4 Financial performance
11.3.5 Recent developments
11.3.6 SWOT analysis
11.4 Ameyo (Drishti-Soft
11.4.1 Overview
11.4.2 Business segments
11.4.3 Product portfolio
11.4.4 Financial performance
11.4.5 Recent developments
11.4.6 SWOT analysis
11.5 India)
11.5.1 Overview
11.5.2 Business segments
11.5.3 Product portfolio
11.5.4 Financial performance
11.5.5 Recent developments
11.5.6 SWOT analysis
11.6 Aspect Software (US)
11.6.1 Overview
11.6.2 Business segments
11.6.3 Product portfolio
11.6.4 Financial performance
11.6.5 Recent developments
11.6.6 SWOT analysis
11.7 Avaya (US)
11.7.1 Overview
11.7.2 Business segments
11.7.3 Product portfolio
11.7.4 Financial performance
11.7.5 Recent developments
11.7.6 SWOT analysis
11.8 BT (England)
11.8.1 Overview
11.8.2 Business segments
11.8.3 Product portfolio
11.8.4 Financial performance
11.8.5 Recent developments
11.8.6 SWOT analysis
11.9 Cisco (US)
11.9.1 Overview
11.9.2 Business segments
11.9.3 Product portfolio
11.9.4 Financial performance
11.9.5 Recent developments
11.9.6 SWOT analysis
11.10 Enghouse Interactive (US)
11.10.1 Overview
11.10.2 Business segments
11.10.3 Product portfolio
11.10.4 Financial performance
11.10.5 Recent developments
11.10.6 SWOT analysis
11.11 Fenero (US)
11.11.1 Overview
11.11.2 Business segments
11.11.3 Product portfolio
11.11.4 Financial performance
11.11.5 Recent developments
11.11.6 SWOT analysis
11.12 Five9 (US)
11.12.1 Overview
11.12.2 Business segments
11.12.3 Product portfolio
11.12.4 Financial performance
11.12.5 Recent developments
11.12.6 SWOT analysis
11.13 Genesys (US)
11.13.1 Overview
11.13.2 Business segments
11.13.3 Product portfolio
11.13.4 Financial performance
11.13.5 Recent developments
11.13.6 SWOT analysis
11.14 Huawei (China)
11.14.1 Overview
11.14.2 Business segments
11.14.3 Product portfolio
11.14.4 Financial performance
11.14.5 Recent developments
11.14.6 SWOT analysis
11.15 IBM (US)
11.15.1 Overview
11.15.2 Business segments
11.15.3 Product portfolio
11.15.4 Financial performance
11.15.5 Recent developments
11.15.6 SWOT analysis
11.16 Mitel (Canada)
11.16.1 Overview
11.16.2 Business segments
11.16.3 Product portfolio
11.16.4 Financial performance
11.16.5 Recent developments
11.16.6 SWOT analysis
11.17 NEC (Japan)
11.17.1 Overview
11.17.2 Business segments
11.17.3 Product portfolio
11.17.4 Financial performance
11.17.5 Recent developments
11.17.6 SWOT analysis
11.18 NICE (Israel)
11.18.1 Overview
11.18.2 Business segments
11.18.3 Product portfolio
11.18.4 Financial performance
11.18.5 Recent developments
11.18.6 SWOT analysis
11.19 Oracle (US)
11.19.1 Overview
11.19.2 Business segments
11.19.3 Product portfolio
11.19.4 Financial performance
11.19.5 Recent developments
11.19.6 SWOT analysis
11.20 RingCentral (US)
11.20.1 Overview
11.20.2 Business segments
11.20.3 Product portfolio
11.20.4 Financial performance
11.20.5 Recent developments
11.20.6 SWOT analysis
11.21 SAP (Germany)
11.21.1 Overview
11.21.2 Business segments
11.21.3 Product portfolio
11.21.4 Financial performance
11.21.5 Recent developments
11.21.6 SWOT analysis
11.22 Solgari (Ireland)
11.22.1 Overview
11.22.2 Business segments
11.22.3 Product portfolio
11.22.4 Financial performance
11.22.5 Recent developments
11.22.6 SWOT analysis
11.23 Topdown (US)
11.23.1 Overview
11.23.2 Business segments
11.23.3 Product portfolio
11.23.4 Financial performance
11.23.5 Recent developments
11.23.6 SWOT analysis
11.24 Unify (Germany)
11.24.1 Overview
11.24.2 Business segments
11.24.3 Product portfolio
11.24.4 Financial performance
11.24.5 Recent developments
11.24.6 SWOT analysis
11.25 Verizon (US)
11.25.1 Overview
11.25.2 Business segments
11.25.3 Product portfolio
11.25.4 Financial performance
11.25.5 Recent developments
11.25.6 SWOT analysis
11.26 Vocalcom (France)
11.26.1 Overview
11.26.2 Business segments
11.26.3 Product portfolio
11.26.4 Financial performance
11.26.5 Recent developments
11.26.6 SWOT analysis
11.27 West Corporation (US)
11.27.1 Overview
11.27.2 Business segments
11.27.3 Product portfolio
11.27.4 Financial performance
11.27.5 Recent developments
11.27.6 SWOT analysis
11.28 Zendesk (US)
11.28.1 Overview
11.28.2 Business segments
11.28.3 Product portfolio
11.28.4 Financial performance
11.28.5 Recent developments
11.28.6 SWOT analysis
11.29 and ZTE (China)
11.29.1 Overview
11.29.2 Business segments
11.29.3 Product portfolio
11.29.4 Financial performance
11.29.5 Recent developments
11.29.6 SWOT analysis
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