The contact center software market would grow at a CAGR of 19.2% over the predicted time frame. The market is expected to increase in value from US$ 42.67 Bn in 2022 to US$ 173.9 Bn in 2030.
Key Takeaway
- By solutions, the interactive voice response solution segment is expected to reach at a CAGR of 16.4% from 2022 to 2030.
- By services, the integration and deployment service segment is poised to grow at a CAGR of 21.5%.
- By enterprise size, the large enterprise segment is predicted to reach at a CAGR of 19.6%.
- By end-user, the IT and telecom industry is expected to witness at a CAGR of 18.4%.
The on contact center software Market, which provides a business strategy, research & development activities, concise outline of the market valuation, valuable insights pertaining to market share, size, supply chain analysis, competitive landscape and regional proliferation of this industry.
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A recent report provides crucial insights along with application based and forecast information in the Global Contact center software Market. The report provides a comprehensive analysis of key factors that are expected to drive the growth of this market. This study also provides a detailed overview of the opportunities along with the current trends observed in the Contact center software market.
A quantitative analysis of the industry is compiled for a period of 10 years in order to assist players to grow in the market. Insights on specific revenue figures generated are also given in the report, along with projected revenue at the end of the forecast period.
Companies and Manufacturers Covered
The study covers key players operating in the market along with prime schemes and strategies implemented by each player to hold high positions in the industry. Such a tough vendor landscape provides a competitive outlook of the industry, consequently existing as a key insight. These insights were thoroughly analysed and prime business strategies and products that offer high revenue generation capacities were identified. Key players of the global Contact center software market are included as given below:
Contact center software Market Key Players
- 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 Corp.
- NEC Corp.
- SAP SE
- Spok, Inc.
- Talkdesk, Inc.
- Twilio Inc.
- UiPath
- Unify Inc.
- VCC Live
Market Segments
By Solution
- Automatic Call Distribution (ACD)
- Computer Telephony Integration (CTI)
- Call Recording
- Dialer
- Customer Collaboration
- Reporting & Analytics
- Interactive Voice Responses (IVR)
- Workforce Optimization
- Others
By Service
- Integration & Deployment
- Support & Maintenance
- Training & Consulting
- Managed Services
By Deployment
- Hosted
- On-premise
By Enterprise Size
- Large Enterprises
- Small and Medium-Sized Enterprises
By End-User
- Healthcare
- BFSI
- Government
- Consumer Goods and Retail
- Travel and Hospitality
- IT and Telecom
- Others
By Geography
- North America
- Europe
- Asia-Pacific
- Latin America
- Middle East & Africa (MEA)
Report Objectives
- To define, describe, and forecast the global contact center software market based on product, and region
- To provide detailed information regarding the major factors influencing the growth of the market (drivers, opportunities, and industry-specific challenges)
- To strategically analyze micromarkets1 with respect to individual growth trends, future prospects, and contributions to the total market
- To analyze opportunities in the market for stakeholders and provide details of the competitive landscape for market leaders
- To forecast the size of market segments with respect to four main regions—North America, Europe, Asia Pacific and the Rest of the World (RoW)2
- To strategically profile key players and comprehensively analyze their product portfolios, market shares, and core competencies3
- To track and analyze competitive developments such as acquisitions, expansions, new product launches, and partnerships in the contact center software market
Table of Content
Chapter 1. Introduction
1.1. Research Objective
1.2. Scope of the Study
1.3. Definition
Chapter 2. Research Methodology
2.1. Research Approach
2.2. Data Sources
2.3. Assumptions & Limitations
Chapter 3. Executive Summary
3.1. Market Snapshot
Chapter 4. Market Variables and Scope
4.1. Introduction
4.2. Market Classification and Scope
4.3. Industry Value Chain Analysis
4.3.1. Raw Material Procurement Analysis
4.3.2. Sales and Distribution Channel Analysis
4.3.3. Downstream Buyer Analysis
Chapter 5. COVID 19 Impact on Contact Center Software Market
5.1. COVID-19 Landscape: Contact Center Software Industry Impact
5.2. COVID 19 - Impact Assessment for the Industry
5.3. COVID 19 Impact: Global Major Government Policy
5.4. Market Trends and Opportunities in the COVID-19 Landscape
Chapter 6. Market Dynamics Analysis and Trends
6.1. Market Dynamics
6.1.1. Market Drivers
6.1.2. Market Restraints
6.1.3. Market Opportunities
6.2. Porter’s Five Forces Analysis
6.2.1. Bargaining power of suppliers
6.2.2. Bargaining power of buyers
6.2.3. Threat of substitute
6.2.4. Threat of new entrants
6.2.5. Degree of competition
Chapter 7. Competitive Landscape
7.1.1. Company Market Share/Positioning Analysis
7.1.2. Key Strategies Adopted by Players
7.1.3. Vendor Landscape
7.1.3.1. List of Suppliers
7.1.3.2. List of Buyers
Chapter 8. Global Contact Center Software Market, By Solution
8.1. Contact Center Software Market, by Solution, 2022-2030
8.1.1. Automatic Call Distribution (ACD)
8.1.1.1. Market Revenue and Forecast (2017-2030)
8.1.2. Computer Telephony Integration (CTI)
8.1.2.1. Market Revenue and Forecast (2017-2030)
8.1.3. Call Recording
8.1.3.1. Market Revenue and Forecast (2017-2030)
8.1.4. Dialer
8.1.4.1. Market Revenue and Forecast (2017-2030)
8.1.5. Customer Collaboration
8.1.5.1. Market Revenue and Forecast (2017-2030)
8.1.6. Reporting & Analytics
8.1.6.1. Market Revenue and Forecast (2017-2030)
8.1.7. Interactive Voice Responses (IVR)
8.1.7.1. Market Revenue and Forecast (2017-2030)
8.1.8. Workforce Optimization
8.1.8.1. Market Revenue and Forecast (2017-2030)
8.1.9. Others
8.1.9.1. Market Revenue and Forecast (2017-2030)
Chapter 9. Global Contact Center Software Market, By Service
9.1. Contact Center Software Market, by Service, 2022-2030
9.1.1. Integration & Deployment
9.1.1.1. Market Revenue and Forecast (2017-2030)
9.1.2. Support & Maintenance
9.1.2.1. Market Revenue and Forecast (2017-2030)
9.1.3. Training & Consulting
9.1.3.1. Market Revenue and Forecast (2017-2030)
9.1.4. Managed Services
9.1.4.1. Market Revenue and Forecast (2017-2030)
Chapter 10. Global Contact Center Software Market, By Deployment
10.1. Contact Center Software Market, by Deployment, 2022-2030
10.1.1. Hosted
10.1.1.1. Market Revenue and Forecast (2017-2030)
10.1.2. On-premise
10.1.2.1. Market Revenue and Forecast (2017-2030)
Chapter 11. Global Contact Center Software Market, By Enterprise Size
11.1. Contact Center Software Market, by Enterprise Size, 2022-2030
11.1.1. Large Enterprises
11.1.1.1. Market Revenue and Forecast (2017-2030)
11.1.2. Small and Medium-Sized Enterprises
11.1.2.1. Market Revenue and Forecast (2017-2030)
Chapter 12. Global Contact Center Software Market, By End-User
12.1. Contact Center Software Market, by End-User, 2022-2030
12.1.1. Healthcare
12.1.1.1. Market Revenue and Forecast (2017-2030)
12.1.2. BFSI
12.1.2.1. Market Revenue and Forecast (2017-2030)
12.1.3. Government
12.1.3.1. Market Revenue and Forecast (2017-2030)
12.1.4. Consumer Goods and Retail
12.1.4.1. Market Revenue and Forecast (2017-2030)
12.1.5. Travel and Hospitality
12.1.5.1. Market Revenue and Forecast (2017-2030)
12.1.6. IT and Telecom
12.1.6.1. Market Revenue and Forecast (2017-2030)
12.1.7. Others
12.1.7.1. Market Revenue and Forecast (2017-2030)
Chapter 13. Global Contact Center Software Market, Regional Estimates and Trend Forecast
13.1. North America
13.1.1. Market Revenue and Forecast, by Solution (2017-2030)
13.1.2. Market Revenue and Forecast, by Service (2017-2030)
13.1.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.1.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.1.5. Market Revenue and Forecast, by End-User (2017-2030)
13.1.6. U.S.
13.1.6.1. Market Revenue and Forecast, by Solution (2017-2030)
13.1.6.2. Market Revenue and Forecast, by Service (2017-2030)
13.1.6.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.1.6.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.1.6.5. Market Revenue and Forecast, by End-User (2017-2030)
13.1.7. Rest of North America
13.1.7.1. Market Revenue and Forecast, by Solution (2017-2030)
13.1.7.2. Market Revenue and Forecast, by Service (2017-2030)
13.1.7.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.1.7.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.1.7.5. Market Revenue and Forecast, by End-User (2017-2030)
13.2. Europe
13.2.1. Market Revenue and Forecast, by Solution (2017-2030)
13.2.2. Market Revenue and Forecast, by Service (2017-2030)
13.2.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.2.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.2.5. Market Revenue and Forecast, by End-User (2017-2030)
13.2.6. UK
13.2.6.1. Market Revenue and Forecast, by Solution (2017-2030)
13.2.6.2. Market Revenue and Forecast, by Service (2017-2030)
13.2.6.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.2.7. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.2.8. Market Revenue and Forecast, by End-User (2017-2030)
13.2.9. Germany
13.2.9.1. Market Revenue and Forecast, by Solution (2017-2030)
13.2.9.2. Market Revenue and Forecast, by Service (2017-2030)
13.2.9.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.2.10. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.2.11. Market Revenue and Forecast, by End-User (2017-2030)
13.2.12. France
13.2.12.1. Market Revenue and Forecast, by Solution (2017-2030)
13.2.12.2. Market Revenue and Forecast, by Service (2017-2030)
13.2.12.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.2.12.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.2.13. Market Revenue and Forecast, by End-User (2017-2030)
13.2.14. Rest of Europe
13.2.14.1. Market Revenue and Forecast, by Solution (2017-2030)
13.2.14.2. Market Revenue and Forecast, by Service (2017-2030)
13.2.14.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.2.14.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.2.15. Market Revenue and Forecast, by End-User (2017-2030)
13.3. APAC
13.3.1. Market Revenue and Forecast, by Solution (2017-2030)
13.3.2. Market Revenue and Forecast, by Service (2017-2030)
13.3.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.3.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.3.5. Market Revenue and Forecast, by End-User (2017-2030)
13.3.6. India
13.3.6.1. Market Revenue and Forecast, by Solution (2017-2030)
13.3.6.2. Market Revenue and Forecast, by Service (2017-2030)
13.3.6.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.3.6.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.3.7. Market Revenue and Forecast, by End-User (2017-2030)
13.3.8. China
13.3.8.1. Market Revenue and Forecast, by Solution (2017-2030)
13.3.8.2. Market Revenue and Forecast, by Service (2017-2030)
13.3.8.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.3.8.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.3.9. Market Revenue and Forecast, by End-User (2017-2030)
13.3.10. Japan
13.3.10.1. Market Revenue and Forecast, by Solution (2017-2030)
13.3.10.2. Market Revenue and Forecast, by Service (2017-2030)
13.3.10.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.3.10.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.3.10.5. Market Revenue and Forecast, by End-User (2017-2030)
13.3.11. Rest of APAC
13.3.11.1. Market Revenue and Forecast, by Solution (2017-2030)
13.3.11.2. Market Revenue and Forecast, by Service (2017-2030)
13.3.11.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.3.11.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.3.11.5. Market Revenue and Forecast, by End-User (2017-2030)
13.4. MEA
13.4.1. Market Revenue and Forecast, by Solution (2017-2030)
13.4.2. Market Revenue and Forecast, by Service (2017-2030)
13.4.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.4.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.4.5. Market Revenue and Forecast, by End-User (2017-2030)
13.4.6. GCC
13.4.6.1. Market Revenue and Forecast, by Solution (2017-2030)
13.4.6.2. Market Revenue and Forecast, by Service (2017-2030)
13.4.6.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.4.6.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.4.7. Market Revenue and Forecast, by End-User (2017-2030)
13.4.8. North Africa
13.4.8.1. Market Revenue and Forecast, by Solution (2017-2030)
13.4.8.2. Market Revenue and Forecast, by Service (2017-2030)
13.4.8.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.4.8.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.4.9. Market Revenue and Forecast, by End-User (2017-2030)
13.4.10. South Africa
13.4.10.1. Market Revenue and Forecast, by Solution (2017-2030)
13.4.10.2. Market Revenue and Forecast, by Service (2017-2030)
13.4.10.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.4.10.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.4.10.5. Market Revenue and Forecast, by End-User (2017-2030)
13.4.11. Rest of MEA
13.4.11.1. Market Revenue and Forecast, by Solution (2017-2030)
13.4.11.2. Market Revenue and Forecast, by Service (2017-2030)
13.4.11.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.4.11.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.4.11.5. Market Revenue and Forecast, by End-User (2017-2030)
13.5. Latin America
13.5.1. Market Revenue and Forecast, by Solution (2017-2030)
13.5.2. Market Revenue and Forecast, by Service (2017-2030)
13.5.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.5.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.5.5. Market Revenue and Forecast, by End-User (2017-2030)
13.5.6. Brazil
13.5.6.1. Market Revenue and Forecast, by Solution (2017-2030)
13.5.6.2. Market Revenue and Forecast, by Service (2017-2030)
13.5.6.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.5.6.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.5.7. Market Revenue and Forecast, by End-User (2017-2030)
13.5.8. Rest of LATAM
13.5.8.1. Market Revenue and Forecast, by Solution (2017-2030)
13.5.8.2. Market Revenue and Forecast, by Service (2017-2030)
13.5.8.3. Market Revenue and Forecast, by Deployment (2017-2030)
13.5.8.4. Market Revenue and Forecast, by Enterprise Size (2017-2030)
13.5.8.5. Market Revenue and Forecast, by End-User (2017-2030)
Chapter 14. Company Profiles
14.1. 8X8, Inc.
14.1.1. Company Overview
14.1.2. Product Offerings
14.1.3. Financial Performance
14.1.4. Recent Initiatives
14.2. ALE International
14.2.1. Company Overview
14.2.2. Product Offerings
14.2.3. Financial Performance
14.2.4. Recent Initiatives
14.3. Altivon
14.3.1. Company Overview
14.3.2. Product Offerings
14.3.3. Financial Performance
14.3.4. Recent Initiatives
14.4. Amazon Web Services, Inc.
14.4.1. Company Overview
14.4.2. Product Offerings
14.4.3. Financial Performance
14.4.4. Recent Initiatives
14.5. Ameyo
14.5.1. Company Overview
14.5.2. Product Offerings
14.5.3. Financial Performance
14.5.4. Recent Initiatives
14.6. Amtelco
14.6.1. Company Overview
14.6.2. Product Offerings
14.6.3. Financial Performance
14.6.4. Recent Initiatives
14.7. Aspect Software
14.7.1. Company Overview
14.7.2. Product Offerings
14.7.3. Financial Performance
14.7.4. Recent Initiatives
14.8. Avaya Inc.
14.8.1. Company Overview
14.8.2. Product Offerings
14.8.3. Financial Performance
14.8.4. Recent Initiatives
14.9. Avoxi
14.9.1. Company Overview
14.9.2. Product Offerings
14.9.3. Financial Performance
14.9.4. Recent Initiatives
14.10. Cisco Systems, Inc.
14.10.1. Company Overview
14.10.2. Product Offerings
14.10.3. Financial Performance
14.10.4. Recent Initiatives
Chapter 15. Research Methodology
15.1. Primary Research
15.2. Secondary Research
15.3. Assumptions
Chapter 16. Appendix
16.1. About Us
16.2. Glossary of Terms
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