Contact Center Software Market Forecasts to 2028 – Global Analysis By Component (Solutions, Services, Software), End User (Consumer Goods, Education, Energy, Government, Healthcare, Media, Retail) and By Geography
According to Stratistics MRC, the Global Contact Center Software Market is accounted for $24.10 billion in 2020 and is expected to reach $96.27 billion by 2028 growing at a CAGR of 18.9% during the forecast period. The rising adoption of advanced contact center technologies and the need for handling contact center attrition and absenteeism are the factors driving the market growth. However, the high costs and long-term contracts associated with PRI phone services are hampering the market growth.
A contact center software is a telephony system that is used by enterprises, which assists in growing the effectiveness and efficiency of a contact center. It focuses on interactions between contact center agents and customers
Based on the component, the solutions segment is going to have lucrative growth during the forecast period due to the increasing need for improving customer satisfaction. The demand for contact center solutions is also rising with the growing business continuity challenges, work from home trends, and resource wastage on manual tasks.
By geography, Asia Pacific is going to have high growth during the forecast period due to the growing adoption of contact center software solutions by large as well as small and medium enterprises. The growing number of favorable government initiatives for supporting the adoption of cloud-based systems and automation of business processes is expected to fuel the regional market growth.
Some of the key players profiled in the Contact Center Software Market include 8X8, Inc., Alcatel-Lucent Enterprise, Amazon Web Services, Inc, Avaya, Inc , Cisco Systems, Inc, Enghouse Interactive Inc, Exotel Techcom Pvt. Ltd, GENESYS, Huawei Technologies Co., Ltd, Microsoft Corporation, Mitel Corporation, NEC Corporation, Nice System Ltd, Oracle Corporation, and SAP SE.
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Report Coverage |
Details |
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Published Year: |
2021 |
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Estimated Market Size in 2020: |
USD 24.10 billion |
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Estimated Period: |
2020 |
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Compound Annual Growth Rate (CAGR) from 2020 to 2028: |
18.9% |
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Predicted 2028 Value: |
USD 96.27 billion |
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Forecast Years: |
2021-2028 |
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Tables, Graphs& Figures |
299 |
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Chapters Covered: |
Deployment Model, Type, Organization Size, Component, End User and Region |
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Core Drivers and Opportunities: |
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Restraining Factors & Market Threats: |
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Deployment Models Covered:
• Cloud Software as a Service (SaaS)
• Hosted
• On-premises
• Web Based/Browser Based
Types Covered:
• Inbound
• Omni-Channel
• Outbound
Organization Sizes Covered:
• Small & Medium Enterprises (SMEs)
• Large Enterprises
Components Covered:
• Solutions
• Services
• Software
End Users Covered:
• Banking, Financial Services, and Insurance (BFSI)
• Consumer Goods
• Education
• Energy and Utilities
• Government and Public Sector
• Healthcare
• Information Technology (IT) and Information Technology Enabled Services (ITeS)
• Manufacturing
• Media & Entertainment
• Retail and E-Commerce
• Telecommunications
• Travel & Hospitality
• Other End Users
Regions Covered:
• North America
o US
o Canada
o Mexico
• Europe
o Germany
o UK
o Italy
o France
o Spain
o Rest of Europe
• Asia Pacific
o Japan
o China
o India
o Australia
o New Zealand
o South Korea
o Rest of Asia Pacific
• South America
o Argentina
o Brazil
o Chile
o Rest of South America
• Middle East & Africa
o Saudi Arabia
o UAE
o Qatar
o South Africa
o Rest of Middle East & Africa
What our report offers:
- Market share assessments for the regional and country-level segments
- Strategic recommendations for the new entrants
- Covers Market data for the years 2019, 2020, 2021, 2025 and 2028
- Market Trends (Drivers, Constraints, Opportunities, Threats, Challenges, Investment Opportunities, and recommendations)
- Strategic recommendations in key business segments based on the market estimations
- Competitive landscaping mapping the key common trends
- Company profiling with detailed strategies, financials, and recent developments
- Supply chain trends mapping the latest technological advancements
Free Customization Offerings:
All the customers of this report will be entitled to receive one of the following free customization options:
• Company Profiling
o Comprehensive profiling of additional market players (up to 3)
o SWOT Analysis of key players (up to 3)
• Regional Segmentation
o Market estimations, Forecasts and CAGR of any prominent country as per the client's interest (Note: Depends on feasibility check)
• Competitive Benchmarking
o Benchmarking of key players based on product portfolio, geographical presence, and strategic alliances
Key Questions Answered In The Report
The Global Contact Center Software Market is majorly driven by rising adoption of advanced contact center technologies, growing need for omni channel solutions to minimize efforts in reaching end customers, and shifting focus of enterprises toward the work from home culture.
The on-premise segment is growing at a highest CAGR as large corporations are hesitant to move away from on-premise solutions. On-premise contact center software are solely responsible for maintenance and updates.
North America dominated with a significant market share as organizations across various industries in the region are rapidly adopting and investing in emerging technologies, such as big data, analytics, and cloud platforms.
Asia Pacific market is growing at a highest CAGR due to the growing adoption of contact center software solutions by large as well as small and medium enterprises and increasing number of favorable government initiatives for supporting the adoption of cloud-based systems and automation of business processes.
Key players in Contact Center Software Market include 8X8, Inc., Alcatel-Lucent Enterprise, Amazon Web Services, Inc, Avaya, Inc, Cisco Systems, Inc, Enghouse Interactive Inc, Exotel Techcom Pvt. Ltd, GENESYS, Huawei Technologies Co., Ltd, Microsoft Corporation, Mitel Corporation, NEC Corporation, Nice System Ltd, Oracle Corporation, and SAP SE.
Table of Contents
1 Executive Summary
2 Preface
2.1 Abstract
2.2 Stake Holders
2.3 Research Scope
2.4 Research Methodology
2.4.1 Data Mining
2.4.2 Data Analysis
2.4.3 Data Validation
2.4.4 Research Approach
2.5 Research Sources
2.5.1 Primary Research Sources
2.5.2 Secondary Research Sources
2.5.3 Assumptions
3 Market Trend Analysis
3.1 Introduction
3.2 Drivers
3.3 Restraints
3.4 Opportunities
3.5 Threats
3.6 End User Analysis
3.7 Emerging Markets
3.8 Impact of Covid-19
4 Porters Five Force Analysis
4.1 Bargaining power of suppliers
4.2 Bargaining power of buyers
4.3 Threat of substitutes
4.4 Threat of new entrants
4.5 Competitive rivalry
5 Global Contact Center Software Market, By Deployment Model
5.1 Introduction
5.2 Cloud Software as a Service (SaaS)
5.3 Hosted
5.4 On-Premises
5.5 Web Based/Browser Based
6 Global Contact Center Software Market, By Type
6.1 Introduction
6.2 Inbound
6.3 Omni-Channel
6.4 Outbound
7 Global Contact Center Software Market, By Organization Size
7.1 Introduction
7.2 Small & Medium Enterprises (SMEs)
7.3 Large Enterprises
8 Global Contact Center Software Market, By Component
8.1 Introduction
8.2 Solutions
8.2.1 Omnichannel Routing
8.2.1.1 Automatic Call Distribution (ACD)
8.2.1.2 Digital Channels
8.2.1.3 Interactive Voice Response (IVR)
8.2.1.4 Virtual Agents
8.2.2 Workforce Engagement Management
8.2.2.1 Call Recording and Quality Management
8.2.2.2 Workforce Optimization
8.2.3 Reporting And Analytics
8.2.3.1 Historical and Customized Reports
8.2.3.2 Speech Analytics
8.2.3.3 Text Analytics
8.2.4 Customer Engagement Management
8.2.5 Customer Collaboration
8.2.6 Reporting and Analytics
8.2.7 Other Solutions
8.2.7.1 Compliance
8.2.7.2 Computer Telephony Integration (CTI)
8.2.7.3 Data Integration
8.2.7.4 Messaging/Text
8.2.7.5 Social
8.2.7.6 Voice Mail
8.3 Services
8.3.1 Professional Services
8.3.1.1 Deployment
8.3.1.2 Implementation and Integration
8.3.1.3 Support and Maintenance
8.3.1.4 Training & Consulting
8.3.2 Managed Services
8.4 Software
8.4.1 Fraud Management
8.4.2 Intelligent Call Routing
8.4.3 Intelligent Virtual Assistant (IVA)
8.4.4 Network Security
8.4.5 Reporting & Analytics
8.4.6 Security Functions
8.4.7 Dialers
8.4.7.1 Preview Dialer
8.4.7.2 Progressive Dialer
9 Global Contact Center Software Market, By End User
9.1 Introduction
9.2 Banking, Financial Services, and Insurance (BFSI)
9.3 Consumer Goods
9.4 Education
9.5 Energy and Utilities
9.6 Government and Public Sector
9.7 Healthcare
9.8 Information Technology (IT) and Information Technology Enabled Services (ITeS)
9.9 Manufacturing
9.10 Media & Entertainment
9.11 Retail and E-Commerce
9.12 Telecommunications
9.13 Travel & Hospitality
9.14 Other End Users
9.14.1 Transportation
9.14.2 Logistics
10 Global Contact Center Software Market, By Geography
10.1 Introduction
10.2 North America
10.2.1 US
10.2.2 Canada
10.2.3 Mexico
10.3 Europe
10.3.1 Germany
10.3.2 UK
10.3.3 Italy
10.3.4 France
10.3.5 Spain
10.3.6 Rest of Europe
10.4 Asia Pacific
10.4.1 Japan
10.4.2 China
10.4.3 India
10.4.4 Australia
10.4.5 New Zealand
10.4.6 South Korea
10.4.7 Rest of Asia Pacific
10.5 South America
10.5.1 Argentina
10.5.2 Brazil
10.5.3 Chile
10.5.4 Rest of South America
10.6 Middle East & Africa
10.6.1 Saudi Arabia
10.6.2 UAE
10.6.3 Qatar
10.6.4 South Africa
10.6.5 Rest of Middle East & Africa
11 Key Developments
11.1 Agreements, Partnerships, Collaborations and Joint Ventures
11.2 Acquisitions & Mergers
11.3 New Product Launch
11.4 Expansions
11.5 Other Key Strategies
12 Company Profiling
12.1 8X8, Inc.
12.2 Alcatel-Lucent Enterprise
12.3 Amazon Web Services, Inc
12.4 Avaya, Inc
12.5 Cisco Systems, Inc
12.6 Enghouse Interactive Inc
12.7 Exotel Techcom Pvt. Ltd
12.8 GENESYS
12.9 Huawei Technologies Co., Ltd
12.10 Microsoft Corporation
12.11 Mitel Corporation
12.12 NEC Corporation
12.13 Nice System Ltd
12.14 Oracle Corporation
12.15 SAP SE
List of Data Tables
1 Global Contact Center Software Market Outlook, By Region (2019-2028) ($MN)
2 Global Contact Center Software Market Outlook, By Deployment Model (2019-2028) ($MN)
3 Global Contact Center Software Market Outlook, By Cloud Software as a Service (SaaS) (2019-2028) ($MN)
4 Global Contact Center Software Market Outlook, By Hosted (2019-2028) ($MN)
5 Global Contact Center Software Market Outlook, By On-Premises (2019-2028) ($MN)
6 Global Contact Center Software Market Outlook, By Web Based/Browser Based (2019-2028) ($MN)
7 Global Contact Center Software Market Outlook, By Type (2019-2028) ($MN)
8 Global Contact Center Software Market Outlook, By Inbound (2019-2028) ($MN)
9 Global Contact Center Software Market Outlook, By Omni-Channel (2019-2028) ($MN)
10 Global Contact Center Software Market Outlook, By Outbound (2019-2028) ($MN)
11 Global Contact Center Software Market Outlook, By Organization Size (2019-2028) ($MN)
12 Global Contact Center Software Market Outlook, By Small & Medium Enterprises (SMEs) (2019-2028) ($MN)
13 Global Contact Center Software Market Outlook, By Large Enterprises (2019-2028) ($MN)
14 Global Contact Center Software Market Outlook, By Component (2019-2028) ($MN)
15 Global Contact Center Software Market Outlook, By Solutions (2019-2028) ($MN)
16 Global Contact Center Software Market Outlook, By Omnichannel Routing (2019-2028) ($MN)
17 Global Contact Center Software Market Outlook, By Workforce Engagement Management (2019-2028) ($MN)
18 Global Contact Center Software Market Outlook, By Reporting And Analytics (2019-2028) ($MN)
19 Global Contact Center Software Market Outlook, By Customer Engagement Management (2019-2028) ($MN)
20 Global Contact Center Software Market Outlook, By Customer Collaboration (2019-2028) ($MN)
21 Global Contact Center Software Market Outlook, By Reporting and Analytics (2019-2028) ($MN)
22 Global Contact Center Software Market Outlook, By Other Solutions (2019-2028) ($MN)
23 Global Contact Center Software Market Outlook, By Services (2019-2028) ($MN)
24 Global Contact Center Software Market Outlook, By Professional Services (2019-2028) ($MN)
25 Global Contact Center Software Market Outlook, By Managed Services (2019-2028) ($MN)
26 Global Contact Center Software Market Outlook, By Software (2019-2028) ($MN)
27 Global Contact Center Software Market Outlook, By Fraud Management (2019-2028) ($MN)
28 Global Contact Center Software Market Outlook, By Intelligent Call Routing (2019-2028) ($MN)
29 Global Contact Center Software Market Outlook, By Intelligent Virtual Assistant (IVA) (2019-2028) ($MN)
30 Global Contact Center Software Market Outlook, By Network Security (2019-2028) ($MN)
31 Global Contact Center Software Market Outlook, By Reporting & Analytics (2019-2028) ($MN)
32 Global Contact Center Software Market Outlook, By Security Functions (2019-2028) ($MN)
33 Global Contact Center Software Market Outlook, By Dialers (2019-2028) ($MN)
34 Global Contact Center Software Market Outlook, By End User (2019-2028) ($MN)
35 Global Contact Center Software Market Outlook, By Banking, Financial Services, and Insurance (BFSI) (2019-2028) ($MN)
36 Global Contact Center Software Market Outlook, By Consumer Goods (2019-2028) ($MN)
37 Global Contact Center Software Market Outlook, By Education (2019-2028) ($MN)
38 Global Contact Center Software Market Outlook, By Energy and Utilities (2019-2028) ($MN)
39 Global Contact Center Software Market Outlook, By Government and Public Sector (2019-2028) ($MN)
40 Global Contact Center Software Market Outlook, By Healthcare (2019-2028) ($MN)
41 Global Contact Center Software Market Outlook, By Information Technology (IT) and Information Technology Enabled Services (ITeS) (2019-2028) ($MN)
42 Global Contact Center Software Market Outlook, By Manufacturing (2019-2028) ($MN)
43 Global Contact Center Software Market Outlook, By Media & Entertainment (2019-2028) ($MN)
44 Global Contact Center Software Market Outlook, By Retail and E-Commerce (2019-2028) ($MN)
45 Global Contact Center Software Market Outlook, By Telecommunications (2019-2028) ($MN)
46 Global Contact Center Software Market Outlook, By Travel & Hospitality (2019-2028) ($MN)
47 Global Contact Center Software Market Outlook, By Other End Users (2019-2028) ($MN)
48 Global Contact Center Software Market Outlook, By Transportation (2019-2028) ($MN)
49 Global Contact Center Software Market Outlook, By Logistics (2019-2028) ($MN)
NOTE: Tables for North America, Europe, Asia Pacific, South America and Middle East & Africa are represented in the same manner above.
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