The global contact center software market is projected to reach $106.42 billion by 2028, with a compound annual growth rate (CAGR) of 20.32% from 2021 to 2028. This expansion is driven by various macroeconomic and microeconomic factors, including the advent of advanced technologies.
The latest research report by Evolve Business Intelligence explores the various factors influencing the global market. It includes an analysis of the current market size, forecasts for key segments and regions, and the driving forces behind market growth. The report examines the potential impacts of key trends on business strategies and provides a SWOT analysis of critical sectors for each major competitor and customer group. This valuable data highlights the conglomerates likely to impact the industry, crucial for any company planning to invest strategically over the next five years. These insights complement our initial quantitative study, aiding in new investments and strategic planning to mitigate threats in existing sectors.
Segments covered
By Component (Software, Services)
By Deployment Type (On-Premise, Cloud)
By Enterprise Size (Large Enterprises, Small and Medium Enterprises)
By Software Type (Intelligent Call Routing, IVR, Workforce Management, Reporting and Analytics, Security Functions, Intelligent Virtual Assistant, Others)
Key players
Alcatel-Lucent Enterprise
Avaya, Inc.
Cisco Systems, Inc.
Huawei Technologies Co., Ltd.
Microsoft Corporation
Mitel Corporation
NEC Corporation
Nice Systems Ltd.
Oracle Corporation
Genesys
- Chapter 1. Executive Summary
- Chapter 2. Scope Of The Study
- 2.1. Market Definition
- 2.2. Scope Of The Study
- 2.2.1. Objectives of Report
- Chapter 3. Evolve BI Methodology
- Chapter 4. Market Insights and Trends
- 4.1. Supply/ Value Chain Analysis
- 4.2. Porter’s Five Forces Analysis
- 4.2.1. Threat Of New Entrants
- 4.2.2. Bargaining Power Of Buyers
- 4.2.3. Bargaining Power Of Suppliers
- 4.2.4. Threat Of Substitutes
- 4.2.5. Industry Rivalry
- 4.3. Impact of COVID-19 on Contact Center Software Market
- 4.3.1. Impact on Market Size
- 4.3.2. Software Type Trend, Preferences and Budget Impact
- 4.3.3. Regulatory Framework/Government Policies
- 4.3.4. Key Players Strategy to Tackle Negative Impact
- 4.3.5. Opportunity Window
- Chapter 5. Market Dynamics
- 5.1. Introduction
- 5.2. DRO Analysis
- 5.2.1. Drivers
- 5.2.2. Restraints
- 5.2.3. Opportunities
- Chapter 6. Global Contact Center Software Market, By Component
- 6.1. Introduction
- 6.2. Software
- 6.3. Services
- Chapter 7. Global Contact Center Software Market, By Deployment Type
- 7.1. Introduction
- 7.2. On-Premise
- 7.3. Cloud
- Chapter 8. Global Contact Center Software Market, By Enterprise Size
- 8.1. Introduction
- 8.2. Large Enterprises
- 8.3. Small and Medium Enterprises
- Chapter 9. Global Contact Center Software Market, By Software Type
- 9.1. Introduction
- 9.2. Intelligent Call Routing
- 9.3. IVR
- 9.4. Workforce Management
- 9.5. Reporting and Analytics
- 9.6. Security Functions
- 9.7. Intelligent Virtual Assistant
- 9.8. Others
- Chapter 10. Global Contact Center Software Market, By Region
- 10.1. Introduction
- 10.2. North America
- 10.2.1. Introduction
- 10.2.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.2.3. Market Size and Forecast, By Country, 2020 - 2028
- 10.2.4. Market Size and Forecast, By Component, 2020 - 2028
- 10.2.5. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.2.6. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.2.7. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.2.8. US
- 10.2.8.1. Introduction
- 10.2.8.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.2.8.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.2.8.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.2.8.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.2.8.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.2.9. Canada
- 10.2.9.1. Introduction
- 10.2.9.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.2.9.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.2.9.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.2.9.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.2.9.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.3. Europe
- 10.3.1. Introduction
- 10.3.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.3.3. Market Size and Forecast, By Country, 2020 - 2028
- 10.3.4. Market Size and Forecast, By Component, 2020 - 2028
- 10.3.5. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.3.6. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.3.7. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.3.8. Germany
- 10.3.8.1. Introduction
- 10.3.8.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.3.8.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.3.8.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.3.8.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.3.8.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.3.9. France
- 10.3.9.1. Introduction
- 10.3.9.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.3.9.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.3.9.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.3.9.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.3.9.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.3.10. UK
- 10.3.10.1. Introduction
- 10.3.10.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.3.10.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.3.10.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.3.10.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.3.10.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.3.11. Italy
- 10.3.11.1. Introduction
- 10.3.11.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.3.11.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.3.11.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.3.11.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.3.11.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.3.12. Rest Of Europe
- 10.3.12.1. Introduction
- 10.3.12.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.3.12.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.3.12.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.3.12.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.3.12.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.4. Asia-Pacific
- 10.4.1. Introduction
- 10.4.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.4.3. Market Size and Forecast, By Country, 2020 - 2028
- 10.4.4. Market Size and Forecast, By Component, 2020 - 2028
- 10.4.5. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.4.6. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.4.7. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.4.8. China
- 10.4.8.1. Introduction
- 10.4.8.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.4.8.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.4.8.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.4.8.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.4.8.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.4.9. India
- 10.4.9.1. Introduction
- 10.4.9.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.4.9.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.4.9.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.4.9.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.4.9.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.4.10. Japan
- 10.4.10.1. Introduction
- 10.4.10.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.4.10.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.4.10.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.4.10.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.4.10.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.4.11. South Korea
- 10.4.11.1. Introduction
- 10.4.11.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.4.11.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.4.11.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.4.11.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.4.11.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.4.12. Rest Of Asia-Pacific
- 10.4.12.1. Introduction
- 10.4.12.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.4.12.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.4.12.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.4.12.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.4.12.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.5. Rest Of The World (RoW)
- 10.5.1. Introduction
- 10.5.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.5.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.5.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.5.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.5.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.5.7. Market Size and Forecast, By Region, 2020 - 2028
- 10.5.8. South America
- 10.5.8.1. Introduction
- 10.5.8.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.5.8.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.5.8.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.5.8.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.5.8.6. Market Size and Forecast, By Software Type, 2020 - 2028
- 10.5.9. Middle East & Africa
- 10.5.9.1. Introduction
- 10.5.9.2. Driving Factors, Opportunity Analyzed and Key Trends
- 10.5.9.3. Market Size and Forecast, By Component, 2020 - 2028
- 10.5.9.4. Market Size and Forecast, By Deployment Type, 2020 - 2028
- 10.5.9.5. Market Size and Forecast, By Enterprise Size, 2020 - 2028
- 10.5.9.6. Market Size and Forecast, By Software Type, 2020 - 2028
- Chapter 11. Competitive Landscape
- 11.1. Introduction
- 11.2. Vendor Share Analysis, 2020/Key Players Positioning, 2020
- Chapter 12. Company Profiles
- 12.1. Alcatel-Lucent Enterprise
- 12.1.1. Business Overview
- 12.1.2. Financial Analysis
- 12.1.3. Product Portfolio
- 12.1.4. Recent Development and Strategies Adopted
- 12.1.5. SWOT Analysis
- 12.2. Avaya, Inc.
- 12.2.1. Business Overview
- 12.2.2. Financial Analysis
- 12.2.3. Product Portfolio
- 12.2.4. Recent Development and Strategies Adopted
- 12.2.5. SWOT Analysis
- 12.3. Cisco Systems, Inc.
- 12.3.1. Business Overview
- 12.3.2. Financial Analysis
- 12.3.3. Product Portfolio
- 12.3.4. Recent Development and Strategies Adopted
- 12.3.5. SWOT Analysis
- 12.4. Huawei Technologies Co., Ltd.
- 12.4.1. Business Overview
- 12.4.2. Financial Analysis
- 12.4.3. Product Portfolio
- 12.4.4. Recent Development and Strategies Adopted
- 12.4.5. SWOT Analysis
- 12.5. Microsoft Corporation
- 12.5.1. Business Overview
- 12.5.2. Financial Analysis
- 12.5.3. Product Portfolio
- 12.5.4. Recent Development and Strategies Adopted
- 12.5.5. SWOT Analysis
- 12.6. Mitel Corporation
- 12.6.1. Business Overview
- 12.6.2. Financial Analysis
- 12.6.3. Product Portfolio
- 12.6.4. Recent Development and Strategies Adopted
- 12.6.5. SWOT Analysis
- 12.7. NEC Corporation
- 12.7.1. Business Overview
- 12.7.2. Financial Analysis
- 12.7.3. Product Portfolio
- 12.7.4. Recent Development and Strategies Adopted
- 12.7.5. SWOT Analysis
- 12.8. Nice Systems Ltd.
- 12.8.1. Business Overview
- 12.8.2. Financial Analysis
- 12.8.3. Product Portfolio
- 12.8.4. Recent Development and Strategies Adopted
- 12.8.5. SWOT Analysis
- 12.9. Oracle Corporation
- 12.9.1. Business Overview
- 12.9.2. Financial Analysis
- 12.9.3. Product Portfolio
- 12.9.4. Recent Development and Strategies Adopted
- 12.9.5. SWOT Analysis
- 12.10. Genesys
- 12.10.1. Business Overview
- 12.10.2. Financial Analysis
- 12.10.3. Product Portfolio
- 12.10.4. Recent Development and Strategies Adopted
- 12.10.5. SWOT Analysis
- Chapter 13. Key Takeaways
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