Contact Center Solutions Market by Deployment, Type, and Geography - Forecast and Analysis 2020-2024

Contact Center Solutions Market by Deployment, Type, and Geography - Forecast and Analysis 2020-2024

Global Contact Center Solutions Market: About this market

Technavio’s contact center solutions market analysis considers sales from voice, text, and social types. Our study also finds the sales of contact center solutions in APAC, Europe, North America, South America, and MEA. In 2019, the voice segment had a significant market share, and this trend is expected to continue over the forecast period. Factors such as the availability of advanced solutions such as IVR, ACD, CTI, and call recording will play a significant role in the voice segment to maintain its market position. Also, our global contact center solutions market report looks at factors such as increase in adoption of cloud-based contact center solutions, demand for cross-channel strategies, and demand for automation to reduce operational cost. However, integration issues with legacy systems, security issues associated with cloud solutions, and constant need to train contact center employees due to high attrition rate may hamper the growth of the contact center solutions industry over the forecast period.

Global Contact Center Solutions Market: Overview

Increase in the adoption of cloud-based contact center solutions

Cloud-based contact center solutions allow organizations to carry out customer communications virtually, through voice, email, or social media channels. Cloud-based contact center solutions also offer enterprises the flexibility to quickly adapt to changing business needs. Owing to such benefits, the demand for cloud-based contact center solutions has increased over recent years. This is encouraging vendors to launch new cloud-based contact center solutions to cater to the growing demand from enterprises, which will lead to the expansion of the global contact center solutions market at a CAGR of over 9% during the forecast period.

Increasing use of analytics solutions in contact centers

With the adoption of advanced technologies, such as cloud solutions, contact center organizations have started using analytics tools such as Al and big data to gain insights from the generated data and improve customer service experience. Contact centers offer services to enterprises during the sales and service phase of their customer relationship operations. Contact center organizations handle high volumes of such queries daily and often face issues in handling the queries efficiently.AI and ML-based solutions such as natural language generation (NLG), dialog state tracking (DST), and natural language processing (NLP) are being widely used by contact center organizations to improve the performance of agents. This development is expected to have a positive impact on the overall market growth.

For the detailed list of factors that will drive the global contact center solutions market during the forecast period 2020-2024, click here.

Competitive Landscape

With the presence of several major players, the global contact center solutions market is fragmented. Technavio’s robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading contact center solutions manufacturers, that include 8x8 Inc., ALE International, Aspect Software Inc., Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., and NEC Corp.

Also, the contact center solutions market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage on all forthcoming growth opportunities.


  • Executive summary
  • Scope of the report
    • Preface
      • Table Vendors: Key offerings
    • Currency conversion rates for US$
  • Market landscape
    • Market ecosystem
      • Table Global information technology spending market
      • Table Segments of global information technology spending market
    • Market characteristics
      • Table Market characteristics
    • Market segmentation analysis
      • Table Market segments
  • Market sizing
    • Market definition
      • Table Market definition - Inclusions and exclusions checklist
    • Market sizing 2019
      • Table Market size 2019
    • Market size and forecast 2019-2024
      • Table Global market: Size and forecast 2019-2024 ($ billions)
      • Table Global market: Year-over-year growth 2020-2024 (%)
  • Five forces analysis
    • Table Five forces analysis 2019
    • Table Five forces analysis 2024
    • Bargaining power of buyers
      • Table Bargaining power of buyers
    • Bargaining power of suppliers
      • Table Bargaining power of suppliers
    • Threat of new entrants
      • Table Threat of new entrants
    • Threat of substitutes
      • Table Threat of substitutes
    • Threat of rivalry
      • Table Threat of rivalry
    • Market condition
      • Table Market condition - Five forces 2019
  • Market segmentation by deployment
    • Table Deployment - Market share 2019-2024 (%)
    • Comparison by deployment
      • Table Comparison by deployment
    • On-premises - Market size and forecast 2019-2024
      • Table On-premises - Market size and forecast 2019-2024 ($ billions)
      • Table On-premises - Year-over-year growth 2020-2024 (%)
    • Cloud-based - Market size and forecast 2019-2024
      • Table Cloud-based - Market size and forecast 2019-2024 ($ billions)
      • Table Cloud-based - Year-over-year growth 2020-2024 (%)
    • Market opportunity by deployment
      • Table Market opportunity by deployment
  • Customer landscape
    • Table Customer landscape
  • Market segmentation by type
    • Table Type - Market share 2019-2024 (%)
    • Comparison by type
      • Table Comparison by type
    • Voice - Market size and forecast 2019-2024
      • Table Voice - Market size and forecast 2019-2024 ($ billions)
      • Table Voice - Year-over-year growth 2020-2024 (%)
    • Text - Market size and forecast 2019-2024
      • Table Text - Market size and forecast 2019-2024 ($ billions)
      • Table Text - Year-over-year growth 2020-2024 (%)
    • Social - Market size and forecast 2019-2024
      • Table Social - Market size and forecast 2019-2024 ($ billions)
      • Table Social - Year-over-year growth 2020-2024 (%)
    • Market opportunity by type
      • Table Market opportunity by type
  • Geographic landscape
    • Geographic segmentation
      • Table Market share by geography 2019-2024 (%)
    • Geographic comparison
      • Table Geographic comparison
    • North America - Market size and forecast 2019-2024
      • Table North America - Market size and forecast 2019-2024 ($ billions)
      • Table North America - Year-over-year growth 2020-2024 (%)
    • APAC - Market size and forecast 2019-2024
      • Table APAC - Market size and forecast 2019-2024 ($ billions)
      • Table APAC - Year-over-year growth 2020-2024 (%)
    • Europe - Market size and forecast 2019-2024
      • Table Europe - Market size and forecast 2019-2024 ($ billions)
      • Table Europe - Year-over-year growth 2020-2024 (%)
    • South America - Market size and forecast 2019-2024
      • Table South America - Market size and forecast 2019-2024 ($ billions)
      • Table South America - Year-over-year growth 2020-2024 (%)
    • MEA - Market size and forecast 2019-2024
      • Table MEA - Market size and forecast 2019-2024 ($ billions)
      • Table MEA - Year-over-year growth 2020-2024 (%)
    • Key leading countries
      • Table Key leading countries
    • Market opportunity
      • Table Market opportunity
  • Decision framework
  • Drivers and challenges
    • Market driver
    • Market challenges
      • Table Impact of drivers and challenges
  • Market trends
    • Strategic partnerships and acquisitions among market participants
    • Increasing use of analytics solutions in contact centers
    • Rise of social media channels as medium of contact
  • Vendor landscape
    • Overview
      • Table Vendor landscape
    • Landscape disruption
      • Table Landscape disruption
    • Competitive scenario
  • Vendor analysis
    • Vendors covered
      • Table Vendors covered
    • Vendor classification
      • Table Vendor classification
    • Market positioning of vendors
      • Table Market positioning of vendors
    • 8x8 Inc.
      • Table 8x8 Inc. - Vendor overview
      • Table 8x8 Inc. - Business segments
      • Table 8x8 Inc. - Organizational developments
      • Table 8x8 Inc. - Geographic focus
      • Table 8x8 Inc. - Key offerings
    • ALE International
      • Table ALE International - Vendor overview
      • Table ALE International - Product segments
      • Table ALE International - Organizational developments
      • Table ALE International - Key offerings
    • Aspect Software Inc.
      • Table Aspect Software Inc. - Vendor overview
      • Table Aspect Software Inc. - Business segments
      • Table Aspect Software Inc. - Organizational developments
      • Table Aspect Software Inc. - Key offerings
    • Avaya Holdings Corp.
      • Table Avaya Holdings Corp. - Vendor overview
      • Table Avaya Holdings Corp. - Business segments
      • Table Avaya Holdings Corp. - Organizational developments
      • Table Avaya Holdings Corp. - Geographic focus
      • Table Avaya Holdings Corp. - Segment focus
      • Table Avaya Holdings Corp. - Key offerings
    • Cisco Systems Inc.
      • Table Cisco Systems Inc. - Vendor overview
      • Table Cisco Systems Inc. - Business segments
      • Table Cisco Systems Inc. - Organizational developments
      • Table Cisco Systems Inc. - Geographic focus
      • Table Cisco Systems Inc. - Segment focus
      • Table Cisco Systems Inc. - Key offerings
    • Enghouse Systems Ltd.
      • Table Enghouse Systems Ltd. - Vendor overview
      • Table Enghouse Systems Ltd. - Business segments
      • Table Enghouse Systems Ltd. - Organizational developments
      • Table Enghouse Systems Ltd. - Geographic focus
      • Table Enghouse Systems Ltd. - Segment focus
      • Table Enghouse Systems Ltd. - Key offerings
    • Five9 Inc.
      • Table Five9 Inc. - Vendor overview
      • Table Five9 Inc. - Business segments
      • Table Five9 Inc. - Organizational developments
      • Table Five9 Inc. - Geographic focus
      • Table Five9 Inc. - Key offerings
    • Genesys Telecommunications Laboratories Inc.
      • Table Genesys Telecommunications Laboratories Inc. - Vendor overview
      • Table Genesys Telecommunications Laboratories Inc. - Business segments
      • Table Genesys Telecommunications Laboratories Inc. - Organizational developments
      • Table Genesys Telecommunications Laboratories Inc. - Key offerings
    • Mitel Networks Corp.
      • Table Mitel Networks Corp. - Vendor overview
      • Table Mitel Networks Corp. - Business segments
      • Table Mitel Networks Corp. - Organizational developments
      • Table Mitel Networks Corp. - Key offerings
    • NEC Corp.
      • Table NEC Corp. - Vendor overview
      • Table NEC Corp. - Business segments
      • Table NEC Corp. - Organizational developments
      • Table NEC Corp. - Geographic focus
      • Table NEC Corp. - Segment focus
      • Table NEC Corp. - Key offerings
  • Appendix
    • Research methodology
      • Table Validation techniques employed for market sizing
    • List of abbreviations
    • Definition of market positioning of vendors
      • Table Definition of market positioning of vendors
  • Explore Technavio

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