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Contact Center Software Market

Publisher Evolve Business Intelligence
Published Apr 14, 2025
SKU # EVBI19932512

Description

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

Table of Contents

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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