Contact Center Software Market by Component (Solutions and Services), Deployment Model (Cloud and On-premises), Organization Size (Large Enterprises and SMEs), Industry, and Region - Global Forecast to 2026

Contact Center Software Market by Component (Solutions and Services), Deployment Model (Cloud and On-premises), Organization Size (Large Enterprises and SMEs), Industry, and Region - Global Forecast to 2026

MarketsandMarkets estimates the global contact center software market size would grow from USD 24.1 billion in 2020 to USD 75.5 billion by 2026, at a Compound Annual Growth Rate (CAGR) of 20.9% during the forecast period. Major factors that are expected to drive the growth of the contact center software market include the rising adoption of advanced contact center technologies, need for handling contact center attrition and absenteeism, emerging role of social media in contact center operations, increasing adoption of virtual and cloud-based contact center solutions during and post-COVID-19 to achieve better business continuity, growing need for omnichannel solutions to minimize efforts in reaching end customers, continuous transitions to cloud-based contact centers, and rising demand for personalized and streamlined customer interactions to achieve high customer satisfaction.

The services segment is expected to grow at a higher CAGR during the forecast period
Services are an important part of any solution’s deployment life cycle. Therefore, various vendors offer services associated with contact center solutions to help companies effectively implement their contact center strategies. Contact center services involve consulting; implementation and integration; and training, support, and maintenance. These services are required at various stages, starting from pre-sales requirement assessment to post-sales product deployment and execution, enabling clients to get maximum RoI. With these services, contact center solution providers advise end users and help them integrate and deploy software configured to their requirements.

BFSI industry vertical to hold the highest market share in 2020
The need to attract talent, gain holistic visibility into entire contact center processes, improve timely responses to customer complaints and queries in adherence to country-wide regulations, and protect businesses from fraudulent activities is a top priority in the BFSI industry. Contact center solutions enable BFSI companies to monitor, manage, and assist remote agents selling and earning incentives based on the sale of insurance and banking products, such as credit cards and loans. The use of contact center solutions in the BFSI industry to manage to cut costs, adapt to changing regulations, and maximize opportunities related to financial growth is not new.

APAC to grow at the highest CAGR during the forecast period
APAC is expected to experience extensive growth opportunities in the next few years, owing to the rising adoption of advanced technologies such as cloud, and AI- and NLP-enabled bots. According to the respondents of 2018 SMB Customer Service Trend Report by Genesys, 78.5% of APAC SMEs applied AI to engagement channels, and over 61.1% of APAC SMEs consider TCO for sourcing new technologies to transform their customer engagement roadmap. Therefore, many global cloud-based contact center organizations are infusing AI in their contact center solutions and launching solutions in APAC for helping contact centers in driving sales, improving customer experience and engagement, and attracting new customers with automated workflows and speech analytics capabilities.

By Company: Tier 1–37%, Tier 2–25%, and Tier 3–38%
By Designation: C-Level Executives–22%, Director Level–33%, and Others–45%
By Region: North America–42%, Europe–25%, APAC–18%, and RoW– 15%

The contact center software market comprises major solution providers, such as NICE (Israel), Genesys (US), Cisco (US), Avaya (US), Five9 (US), Talkdesk (US), Vonage (US), 8x8 (US), AWS (US), Atos (France), Alcatel-Lucolent Enterprise (France), SAP (Sweden), Oracle (US), RingCentral (US), IBM (US), Lifesize (US), Content Guru (UK), Aspect Software (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), Verizon (US), Intrado (US), AT&T (US), BT (UK), Twilio (US), Vocalcom (France), NEC (Japan), Evolve IP (US), Mitel (Canada), and ZTE (China). The study includes an in-depth competitive analysis of key players in the contact center software market with their company profiles, recent developments, COVID-19 developments, and key market strategies.

Research Coverage
The contact center software market revenue is primarily classified into revenues from solutions and services. Solutions revenue is associated with variety of solutions such as contact center solutions include omnichannel routing, workforce engagement management, reporting and analytics, customer engagement management, and others (CTI, messaging, compliance, and data integration) and services revenue is associated with services including contact center services involve consulting; implementation and integration; and training, support, and maintenance. The market is also segmented based on component, deployment model, organization size, industry, and region.

Key benefits of the report
The report would help the market leaders/new entrants in this market with the information on the closest approximations of the revenue numbers for the overall contact center software market and the subsegments. This report would help stakeholders understand the competitive landscape and gain insights to better position their businesses and plan suitable go-to-market strategies. The report would help stakeholders understand the pulse of the market and provide them with information on the key market drivers, restraints, challenges, opportunities, and COVID-19 impact.


1 Introduction
1.1 Introduction To Covid-19
1.2 Covid-19 Health Assessment
Figure 1 Covid-19: The Global Propagation
Figure 2 Covid-19 Propagation: Select Countries
1.3 Covid-19 Economic Assessment
Figure 3 Revised Gross Domestic Product Forecasts For Select G20 Countries In 2020
1.3.1 Covid-19 Economic Impact—scenario Assessment
Figure 4 Criteria Impacting The Global Economy
Figure 5 Scenarios In Terms Of Recovery Of The Global Economy
1.4 Objectives Of The Study
1.5 Market Definition
1.5.1 Inclusions And Exclusions
1.6 Market Scope
1.6.1 Market Segmentation
1.6.2 Regions Covered
1.6.3 Years Considered For The Study
1.7 Currency Considered
Table 1 United States Dollar Exchange Rate, 2016–2020
1.8 Stakeholders
1.9 Summary Of Changes
2 Research Methodology
2.1 Research Data
Figure 6 Contact Center Software Market: Research Design
2.1.1 Secondary Data
2.1.2 Primary Data
2.1.2.1 Breakup Of Primary Profiles
Figure 7 Breakup Of Primary Interviews: By Company Type, Designation,
And Region
2.1.2.2 Key Industry Insights
2.2 Market Breakup And Data Triangulation
Figure 8 Data Triangulation
2.3 Market Size Estimation
Figure 9 Contact Center Software Market: Top–down And Bottom–up Approaches
Figure 10 Market Size Estimation Methodology – Approach 1 (Supply Side): Revenue Of Services From Contact Center Software Vendors
Figure 11 Market Size Estimation Methodology: Bottom-up Approach (Supply Side): Collective Revenue Of Contact Center Software Vendors
Figure 12 Market Size Estimation Methodology – Supply Side: Illustration Of Vendor Revenue Estimation
Figure 13 Market Size Estimation Methodology – Supply Side: Cagr Projections From The Supply Side
Figure 14 Market Size Estimation Methodology – Approach 2 (Demand Side): Revenue Generated From Industries (1/2)
2.4 Market Forecast
Table 2 Factor Analysis
2.5 Research Assumptions
2.6 Limitations Of The Study
3 Executive Summary
Figure 15 Contact Center Software Market: Global Snapshot
Figure 16 Top–growing Segments In The Contact Center Software Market
Figure 17 Contact Center Software Market: Regional Snapshot
4 Premium Insights
4.1 Attractive Growth Opportunities In The Contact Center Software Market
Figure 18 Rising Adoption Of Advanced Technologies In Contact Centers Driving Contact Center Adoption Across Enterprises
4.2 Contact Center Software Market, By Solution, 2020 Vs. 2026
Figure 19 Omnichannel Routing Segment To Hold The Largest Market Share During The Forecast Period
4.3 Contact Center Software Market, By Deployment Model, 2020
Figure 20 On-premises Segment To Hold A Larger Market Share In 2020
4.4 Contact Center Software Market, By Organization Size, 2020
Figure 21 Large Enterprises Segment To Hold A Larger Market Share In 2020
4.5 Contact Center Software Market, By Industry, 2020 Vs. 2026
Figure 22 Manufacturing Vertical To Hold The Largest Market Share During The Forecast Period
5 Market Overview And Industry Trends
5.1 Introduction
5.2 Market Dynamics
Figure 23 Contact Center Software Market: Drivers, Restraints, Opportunities, And Challenges
5.2.1 Drivers
5.2.1.1 Rising Adoption Of Advanced Contact Center Technologies
Figure 24 Advanced Technology Adoption Trends Across Contact Centers
5.2.1.2 Need For Handling Contact Center Attrition And Absenteeism
5.2.1.3 Emerging Role Of Social Media In Contact Center Operations
5.2.1.4 Increasing Adoption Of Virtual And Cloud-based Contact Center Solutions During And Post-covid-19 To Achieve Better Business Continuity
Figure 25 Impact Of Covid-19 On Call Center Volume
Figure 26 Covid-19 Statistics: Transitions To Cloud Contact Centers
5.2.1.5 Growing Need For Omnichannel Solutions To Minimize Efforts In Reaching End Customers
Figure 27 Most Demanded Capabilities In Contact Center Solutions
5.2.1.6 Continuous Transitions To Cloud-based Contact Centers
5.2.1.7 Growing Demand For Personalized And Streamlined Customer Interactions To Achieve High Customer Satisfaction
5.2.2 Restraints
5.2.2.1 Inadequate Network Bandwidth In The Emerging Economies Minimizes The Adoption Of Voip And Cloud-based Telephony
5.2.2.2 High Costs And Long-term Contracts Associated With Pri Phone Services
5.2.2.3 Impact Of Ivr Frauds And Cyber Attacks On Business Operations
5.2.3 Opportunities
5.2.3.1 Dynamic Customer Demands For Robust Self-service Interactions
5.2.3.2 Growing Demand To Analyze Audio And Video Conversations In Real Time
Figure 28 Take-up Of Speech Analytics In The Next Five To Ten Years
5.2.3.3 Shifting Focus Of Enterprises Toward The Work From Home Culture
5.2.4 Challenges
5.2.4.1 Data Privacy And Security Aspects
5.2.4.2 Barriers In Moving Contact Centers To Cloud Environments
5.3 Covid-19-driven Market Dynamics
5.3.1 Drivers And Opportunities
5.3.2 Restraints And Challenges
5.4 Regulatory Implications And Industry Standards
5.4.1 General Data Protection Regulation
5.4.2 International Organization For Standardization 9001 Quality Management
5.4.3 International Organization For Standardization/ International Electrotechnical Commission 27000 Standards
5.4.4 Cloud Security Alliance Controls
5.4.5 System And Organization Control Reports
5.4.5.1 System And Organization Control 2
5.4.6 Health Insurance Portability And Accountability Act
5.4.7 Payment Card Industry Data Security Standard
5.4.8 Ofcom Regulations
5.5 Porter’s Five Forces Analysis
Table 3 Contact Center Software Market: Porter’s Five Forces Analysis
Figure 29 Contact Center Software Market: Porter’s Five Forces Analysis
5.5.1 Threat Of New Entrants
5.5.2 Threat Of Substitutes
5.5.3 Bargaining Power Of Suppliers
5.5.4 Bargaining Power Of Buyers
5.5.5 Intensity Of Competitive Rivalry
5.6 Case Study Analysis
5.6.1 Case Study 1: Banking, Financial Services, And Insurance
5.6.2 Case Study 2: Manufacturing
5.6.3 Case Study 3: Retail
5.6.4 Case Study 4: Healthcare
5.6.5 Case Study 5: Telecommunications
5.6.6 Case Study 6: Information Technology
5.6.7 Case Study 7: Government
5.6.8 Case Study 8: Media And Entertainment
5.7 Value Chain Analysis
Figure 30 Contact Center Software Market: Value Chain Analysis
5.8 Market Ecosystem
Figure 31 Contact Center Software Market: Ecosystem
5.9 Technology Analysis
5.9.1 Advanced Analytics
5.9.1.1 Data Analytics
5.9.1.2 Speech Analytics
5.9.1.3 Sentiment Analytics
5.9.2 Artificial Intelligence
5.9.2.1 Machine Learning
5.9.2.2 Natural Language Processing
5.10 Pricing Analysis
Table 4 Contact Center Software Market: Pricing Analysis
5.11 Patent Analysis
Table 5 Contact Center Software Market: Patent Analysis
6 Contact Center Software Market, By Component
6.1 Introduction
6.1.1 Components: Covid-19 Impact
Figure 32 Services Segment To Grow At A Higher Cagr During The Forecast Period
Table 6 Contact Center Software Market Size, By Component,
2016–2019 (Usd Million)
Table 7 Contact Center Software Market Size, By Component,
2020–2026 (Usd Million)
6.2 Solutions
6.2.1 Solutions: Contact Center Software Market Drivers
Table 8 Solutions: Contact Center Software Market Size, By Type,
2016–2019 (Usd Million)
Table 9 Solutions: Contact Center Software Market Size, By Type,
2020–2026 (Usd Million)
Table 10 Solutions: Contact Center Software Market Size, By Region,
2016–2019 (Usd Million)
Table 11 Solutions: Contact Center Software Market Size, By Region,
2020–2026 (Usd Million)
6.2.2 Omnichannel Routing
6.2.2.1 Digital Channels
6.2.2.2 Interactive Voice Response
6.2.2.3 Automatic Call Distributors
6.2.2.4 Dialers
6.2.2.5 Virtual Agents
Table 12 Omnichannel Routing: Contact Center Software Market Size,
By Region, 2016–2019 (Usd Million)
Table 13 Omnichannel Routing: Contact Center Software Market Size,
By Region, 2020–2026 (Usd Million)
6.2.3 Workforce Engagement Management
6.2.3.1 Workforce Optimization
6.2.3.2 Call Recording And Quality Management
Table 14 Workforce Engagement Management: Contact Center Software Market Size, By Region, 2016–2019 (Usd Million)
Table 15 Workforce Engagement Management: Contact Center Software Market Size, By Region, 2020–2026 (Usd Million)
6.2.4 Reporting And Analytics
6.2.4.1 Historical And Customized Reports
6.2.4.2 Speech Analytics
6.2.4.3 Text Analytics
Table 16 Reporting And Analytics: Contact Center Software Market Size,
By Region, 2016–2019 (Usd Million)
Table 17 Reporting And Analytics: Contact Center Software Market Size,
By Region, 2020–2026 (Usd Million)
6.2.5 Customer Engagement Management
Table 18 Customer Engagement Management: Contact Center Software Market Size, By Region, 2016–2019 (Usd Million)
Table 19 Customer Engagement Management: Contact Center Software Market Size, By Region, 2020–2026 (Usd Million)
6.2.6 Other Solutions
Table 20 Other Solutions: Contact Center Software Market Size, By Region, 2016–2019 (Usd Million)
Table 21 Others: Contact Center Software Market Size, By Region,
2020–2026 (Usd Million)
6.3 Services
6.3.1 Services: Contact Center Software Market Drivers
Table 22 Services: Contact Center Software Market Size, By Type,
2016–2019 (Usd Million)
Table 23 Services: Contact Center Software Market Size, By Type,
2020–2026 (Usd Million)
Table 24 Services: Contact Center Software Market Size, By Region,
2016–2019 (Usd Million)
Table 25 Services: Contact Center Software Market Size, By Region,
2020–2026 (Usd Million)
6.3.2 Consulting
Table 26 Consulting Market Size, By Region, 2016–2019 (Usd Million)
Table 27 Consulting Market Size, By Region, 2020–2026 (Usd Million)
6.3.3 Implementation And Integration
Table 28 Implementation And Integration Market Size, By Region,
2016–2019 (Usd Million)
Table 29 Implementation And Integration Market Size, By Region,
2020–2026 (Usd Million)
6.3.4 Training, Support, And Maintenance
Table 30 Training, Support, And Maintenance Market Size, By Region,
2016–2019 (Usd Million)
Table 31 Training, Support, And Maintenance Market Size, By Region,
2020–2026 (Usd Million)
7 Contact Center Software Market, By Organization Size
7.1 Introduction
7.1.1 Organization Size: Covid-19 Impact
Figure 33 Small And Medium-sized Enterprises Segment To Grow At A Higher Cagr During The Forecast Period
Table 32 Contact Center Software Market Size, By Organization Size,
2016–2019 (Usd Million)
Table 33 Contact Center Software Market Size, By Organization Size,
2020–2026 (Usd Million)
7.2 Large Enterprises
7.2.1 Large Enterprises: Contact Center Software Market Drivers
Table 34 Large Enterprises: Contact Center Software Market Size,
By Region, 2016–2019 (Usd Million)
Table 35 Large Enterprises: Contact Center Software Market Size,
By Region, 2020–2026 (Usd Million)
7.3 Small And Medium-sized Enterprises
7.3.1 Small And Medium-sized Enterprises: Contact Center Software Market Drivers
Table 36 Small And Medium-sized Enterprises: Contact Center Software Market Size, By Region, 2016–2019 (Usd Million)
Table 37 Small And Medium-sized Enterprises: Contact Center Software Market Size, By Region, 2020–2026 (Usd Million)
8 Contact Center Software Market, By Deployment Model
8.1 Introduction
8.1.1 Deployment Model: Covid-19 Impact
Figure 34 Cloud Segment To Grow At A Higher Cagr During The Forecast Period
Table 38 Contact Center Software Market Size, By Deployment Model, 2016–2019 (Usd Million)
Table 39 Contact Center Software Market Size, By Deployment Model, 2020–2026 (Usd Million)
8.2 On-premises
8.2.1 On-premises: Contact Center Software Market Drivers
Table 40 On-premises: Contact Center Software Market Size, By Region, 2016–2019 (Usd Million)
Table 41 On-premises: Contact Center Software Market Size, By Region, 2020–2026 (Usd Million)
8.3 Cloud
8.3.1 Cloud: Contact Center Software Market Drivers
Table 42 Cloud: Contact Center Software Market Size, By Region,
2016–2019 (Usd Million)
Table 43 Cloud: Contact Center Software Market Size, By Region,
2020–2026 (Usd Million)
9 Contact Center Software Market, By Industry
9.1 Introduction
9.1.1 Industries: Covid-19 Impact
Figure 35 Retail And Consumer Goods Industry To Grow At The Highest Cagr During The Forecast Period
Table 44 Contact Center Software Market Size, By Industry,
2016–2019 (Usd Million)
Table 45 Contact Center Software Market Size, By Industry,
2020–2026 (Usd Million)
9.2 Banking, Financial Services, And Insurance
9.2.1 Banking, Financial Services, And Insurance: Contact Center Software Market Drivers
Table 46 Banking, Financial Services, And Insurance: Contact Center Software Market Size, By Region, 2016–2019 (Usd Million)
Table 47 Banking, Financial Services, And Insurance: Contact Center Software Market Size, By Region, 2020–2026 (Usd Million)
9.3 Telecommunications
9.3.1 Telecommunications: Contact Center Software Market Drivers
Table 48 Telecommunications: Contact Center Software Market Size,
By Region, 2016–2019 (Usd Million)
Table 49 Telecommunications: Contact Center Software Market Size,
By Region, 2020–2026 (Usd Million)
9.4 Information Technology And Information Technology-enabled Services
9.4.1 Information Technology And Information Technology-enabled Services: Contact Center Software Market Drivers
Table 50 Information Technology And Information Technology-enabled Services: Contact Center Software Market Size, By Region,
2016–2019 (Usd Million)
Table 51 Information Technology And Information Technology-enabled Services: Contact Center Software Market Size, By Region,
2020–2026 (Usd Million)
9.5 Government And Public Sector
9.5.1 Government And Public Sector: Contact Center Software Market Drivers
Table 52 Government And Public Sector: Contact Center Software Market Size, By Region, 2016–2019 (Usd Million)
Table 53 Government And Public Sector: Contact Center Software Market Size, By Region, 2020–2026 (Usd Million)
9.6 Retail And Consumer Goods
9.6.1 Retail And Consumer Goods: Contact Center Software Market Drivers
Table 54 Retail And Consumer Goods: Contact Center Software Market Size, By Region, 2016–2019 (Usd Million)
Table 55 Retail And Consumer Goods: Contact Center Software Market Size, By Region, 2020–2026 (Usd Million)
9.7 Manufacturing
9.7.1 Manufacturing: Contact Center Software Market Drivers
Table 56 Manufacturing: Contact Center Software Market Size, By Region, 2016–2019 (Usd Million)
Table 57 Manufacturing: Contact Center Software Market Size, By Region, 2020–2026 (Usd Million)
9.8 Energy And Utilities
9.8.1 Energy And Utilities: Contact Center Software Market Drivers
Table 58 Energy And Utilities: Contact Center Software Market Size,
By Region, 2016–2019 (Usd Million)
Table 59 Energy And Utilities: Contact Center Software Market Size,
By Region, 2020–2026 (Usd Million)
9.9 Other Industries
Table 60 Other Industries: Contact Center Software Market Size, By Region, 2016–2019 (Usd Million)
Table 61 Other Industries: Contact Center Software Market Size, By Region, 2020–2026 (Usd Million)
10 Contact Center Software Market, By Region
10.1 Introduction
Figure 36 Asia Pacific To Grow At The Highest Growth Rate During The Forecast Period
Table 62 Contact Center Software Market Size, By Region,
2016–2019 (Usd Million)
Table 63 Contact Center Software Market Size, By Region,
2020–2026 (Usd Million)
10.2 North America
10.2.1 North America: Covid-19 Impact
10.2.2 North America: Contact Center Software Market Drivers
10.2.3 North America: Regulations
Figure 37 North America: Market Snapshot
Table 64 North America: Contact Center Software Market Size,
By Component, 2016–2019 (Usd Million)
Table 65 North America: Contact Center Software Market Size,
By Component, 2020–2026 (Usd Million)
Table 66 North America : Contact Center Software Market Size,
By Solution , 2016–2019 (Usd Million)
Table 67 North America : Contact Center Software Market Size,
By Solution, 2020–2026 (Usd Million)
Table 68 North America : Components Contact Center Software Market Size, By Service , 2016–2019 (Usd Million)
Table 69 North America : Contact Center Software Market Size,
By Type, 2020–2026 (Usd Million)
Table 70 North America: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 71 North America: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
Table 72 North America: Contact Center Software Market Size,
By Deployment Model, 2016–2019 (Usd Million)
Table 73 North America: Contact Center Software Market Size,
By Deployment Model, 2020–2026 (Usd Million)
Table 74 North America: Contact Center Software Market Size, By Industry, 2016–2019 (Usd Million)
Table 75 North America: Contact Center Software Market Size, By Industry, 2020–2026 (Usd Million)
Table 76 North America: Contact Center Software Market Size, By Country, 2016–2019 (Usd Million)
Table 77 North America: Contact Center Software Market Size, By Country, 2020–2026 (Usd Million)
Figure 38 North America: Country Analysis
10.2.4 United States
Table 78 United States: Contact Center Software Market Size,
By Component, 2016–2019 (Usd Million)
Table 79 United States: Contact Center Software Market Size,
By Component, 2020–2026 (Usd Million)
Table 80 United States: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 81 United States: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
Table 82 United States: Contact Center Software Market Size,
By Deployment Model, 2016–2019 (Usd Million)
Table 83 United States: Contact Center Software Market Size,
By Deployment Model, 2020–2026 (Usd Million)
10.2.5 Canada
Table 84 Canada: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 85 Canada: Contact Center Software Market Size, By Component, 2020–2026 (Usd Million)
Table 86 Canada: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 87 Canada: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
Table 88 Canada: Contact Center Software Market Size,
By Deployment Model, 2016–2019 (Usd Million)
Table 89 Canada: Contact Center Software Market Size,
By Deployment Model, 2020–2026 (Usd Million)
10.3 Europe
10.3.1 Europe: Covid-19 Impact
10.3.2 Europe: Contact Center Software Market Drivers
10.3.3 Europe: Regulations
Table 90 Europe: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 91 Europe: Contact Center Software Market Size, By Component, 2020–2026 (Usd Million)
Table 92 Europe: Contact Center Software Market Size, By Solution,
2016–2019 (Usd Million)
Table 93 Europe: Contact Center Software Market Size, By Solution,
2020–2026 (Usd Million)
Table 94 Europe: Contact Center Software Market Size, By Service,
2016–2019 (Usd Million)
Table 95 Europe: Contact Center Software Market Size, By Service,
2020–2026 (Usd Million)
Table 96 Europe: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 97 Europe: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
Table 98 Europe: Contact Center Software Market Size,
By Deployment Model, 2016–2019 (Usd Million)
Table 99 Europe: Contact Center Software Market Size,
By Deployment Model, 2020–2026 (Usd Million)
Table 100 Europe: Contact Center Software Market Size, By Industry,
2016–2019 (Usd Million)
Table 101 Europe: Contact Center Software Market Size, By Industry,
2020–2026 (Usd Million)
Table 102 Europe: Contact Center Software Market Size, By Country,
2016–2019 (Usd Million)
Table 103 Europe: Contact Center Software Market Size, By Country,
2020–2026 (Usd Million)
10.3.4 United Kingdom
Table 104 United Kingdom: Contact Center Software Market Size,
By Component, 2016–2019 (Usd Million)
Table 105 United Kingdom: Contact Center Software Market Size,
By Component, 2020–2026 (Usd Million)
Table 106 United Kingdom: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 107 United Kingdom: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
10.3.5 Germany
Table 108 Germany: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 109 Germany: Contact Center Software Market Size, By Component, 2020–2026 (Usd Million)
Table 110 Germany: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 111 Germany: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
10.3.6 Rest Of Europe
Table 112 Rest Of Europe: Contact Center Software Market Size,
By Component, 2016–2019 (Usd Million)
Table 113 Rest Of Europe: Contact Center Software Market Size,
By Component, 2020–2026 (Usd Million)
Table 114 Rest Of Europe: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 115 Rest Of Europe: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
10.4 Asia Pacific
10.4.1 Asia Pacific: Covid-19 Impact
10.4.2 Asia Pacific: Contact Center Software Market Drivers
10.4.3 Asia Pacific: Regulations
Figure 39 Asia Pacific: Market Snapshot
Table 116 Asia Pacific: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 117 Asia Pacific: Contact Center Software Market Size, By Component, 2020–2026 (Usd Million)
Table 118 Asia Pacific: Contact Center Software Market Size, By Solution, 2016–2019 (Usd Million)
Table 119 Asia Pacific: Contact Center Software Market Size, By Solution, 2020–2026 (Usd Million)
Table 120 Asia Pacific: Contact Center Software Market Size, By Service, 2016–2019 (Usd Million)
Table 121 Asia Pacific: Contact Center Software Market Size, By Service, 2020–2026 (Usd Million)
Table 122 Asia Pacific: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 123 Asia Pacific: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
Table 124 Asia Pacific: Contact Center Software Market Size,
By Deployment Model, 2016–2019 (Usd Million)
Table 125 Asia Pacific: Contact Center Software Market Size,
By Deployment Model, 2020–2026 (Usd Million)
Table 126 Asia Pacific: Contact Center Software Market Size, By Industry, 2016–2019 (Usd Million)
Table 127 Asia Pacific: Contact Center Software Market Size, By Industry, 2020–2026 (Usd Million)
Table 128 Asia Pacific: Contact Center Software Market Size, By Country, 2016–2019 (Usd Million)
Table 129 Asia Pacific: Contact Center Software Market Size, By Country, 2020–2026 (Usd Million)
10.4.4 China
Table 130 China: Contact Center Software Market Size, By Component,
2016–2019 (Usd Million)
Table 131 China: Contact Center Software Market Size, By Component,
2020–2026 (Usd Million)
Table 132 China: Contact Center Software Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 133 China: Contact Center Software Market Size, By Organization Size, 2020–2026 (Usd Million)
10.4.5 Japan
Table 134 Japan: Contact Center Software Market Size, By Component,
2016–2019 (Usd Million)
Table 135 Japan: Contact Center Software Market Size, By Component,
2020–2026 (Usd Million)
Table 136 Japan: Contact Center Software Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 137 Japan: Contact Center Software Market Size, By Organization Size, 2020–2026 (Usd Million)
10.4.6 Rest Of Asia Pacific
Table 138 Rest Of Asia Pacific: Contact Center Software Market Size,
By Component, 2016–2019 (Usd Million)
Table 139 Rest Of Asia Pacific: Contact Center Software Market Size,
By Component, 2020–2026 (Usd Million)
Table 140 Rest Of Asia Pacific: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 141 Rest Of Asia Pacific: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
10.5 Middle East And Africa
10.5.1 Middle East And Africa: Covid-19 Impact
10.5.2 Middle East And Africa: Contact Center Software Market Drivers
10.5.3 Middle East And Africa: Regulations
Table 142 Middle East And Africa: Contact Center Software Market Size,
By Component, 2016–2019 (Usd Million)
Table 143 Middle East And Africa: Contact Center Software Market Size,
By Component, 2020–2026 (Usd Million)
Table 144 Middle East And Africa: Contact Center Software Market Size,
By Solution, 2016–2019 (Usd Million)
Table 145 Middle East And Africa: Contact Center Software Market Size,
By Solution, 2020–2026 (Usd Million)
Table 146 Middle East And Africa: Contact Center Software Market Size,
By Service, 2016–2019 (Usd Million)
Table 147 Middle East And Africa: Contact Center Software Market Size,
By Service, 2020–2026 (Usd Million)
Table 148 Middle East And Africa: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 149 Middle East And Africa: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
Table 150 Middle East And Africa: Contact Center Software Market Size,
By Deployment Model, 2016–2019 (Usd Million)
Table 151 Middle East And Africa: Contact Center Software Market Size,
By Deployment Model, 2020–2026 (Usd Million)
Table 152 Middle East And Africa: Contact Center Software Market Size,
By Industry, 2016–2019 (Usd Million)
Table 153 Middle East And Africa: Contact Center Software Market Size,
By Industry, 2020–2026 (Usd Million)
Table 154 Middle East And Africa: Contact Center Software Market Size,
By Country, 2016–2019 (Usd Million)
Table 155 Middle East And Africa: Contact Center Software Market Size,
By Country, 2020–2026 (Usd Million)
10.5.4 Kingdom Of Saudi Arabia
Table 156 Kingdom Of Saudi Arabia: Contact Center Software Market Size,
By Component, 2016–2019 (Usd Million)
Table 157 Kingdom Of Saudi Arabia: Contact Center Software Market Size,
By Component, 2020–2026 (Usd Million)
Table 158 Kingdom Of Saudi Arabia: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 159 Kingdom Of Saudi Arabia: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
10.5.5 United Arab Emirates
Table 160 United Arab Emirates: Contact Center Software Market Size,
By Component, 2016–2019 (Usd Million)
Table 161 United Arab Emirates: Contact Center Software Market Size,
By Component, 2020–2026 (Usd Million)
Table 162 United Arab Emirates: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 163 United Arab Emirates: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
10.5.6 Rest Of Middle East And Africa
Table 164 Rest Of Middle East And Africa: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 165 Rest Of Middle East And Africa: Contact Center Software Market Size, By Component, 2020–2026 (Usd Million)
Table 166 Rest Of Middle East And Africa: Contact Center Software Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 167 Rest Of Middle East And Africa: Contact Center Software Market Size, By Organization Size, 2020–2026 (Usd Million)
10.6 Latin America
10.6.1 Latin America: Covid-19 Impact
10.6.2 Latin America: Contact Center Software Market Drivers
10.6.3 Latin America: Regulations
Table 168 Latin America: Contact Center Software Market Size,
By Component, 2016–2019 (Usd Million)
Table 169 Latin America: Contact Center Software Market Size,
By Component, 2020–2026 (Usd Million)
Table 170 Latin America: Contact Center Software Market Size, By Solution, 2016–2019 (Usd Million)
Table 171 Latin America: Contact Center Software Market Size, By Solution, 2020–2026 (Usd Million)
Table 172 Latin America: Contact Center Software Market Size, By Service, 2016–2019 (Usd Million)
Table 173 Latin America: Contact Center Software Market Size, By Service, 2020–2026 (Usd Million)
Table 174 Latin America: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 175 Latin America: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
Table 176 Latin America: Contact Center Software Market Size,
By Deployment Model, 2016–2019 (Usd Million)
Table 177 Latin America: Contact Center Software Market Size,
By Deployment Model, 2020–2026 (Usd Million)
Table 178 Latin America: Contact Center Software Market Size, By Industry, 2016–2019 (Usd Million)
Table 179 Latin America: Contact Center Software Market Size, By Industry, 2020–2026 (Usd Million)
Table 180 Latin America: Contact Center Software Market Size, By Country, 2016–2019 (Usd Million)
Table 181 Latin America: Contact Center Software Market Size, By Country, 2020–2026 (Usd Million)
10.6.4 Brazil
Table 182 Brazil: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 183 Brazil: Contact Center Software Market Size, By Component, 2020–2026 (Usd Million)
Table 184 Brazil: Contact Center Software Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 185 Brazil: Contact Center Software Market Size, By Organization Size, 2020–2026 (Usd Million)
10.6.5 Mexico
Table 186 Mexico: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 187 Mexico: Contact Center Software Market Size, By Component, 2020–2026 (Usd Million)
Table 188 Mexico: Contact Center Software Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 189 Mexico: Contact Center Software Market Size, By Organization Size, 2020–2026 (Usd Million)
10.6.6 Rest Of Latin America
Table 190 Rest Of Latin America: Contact Center Software Market Size,
By Component, 2016–2019 (Usd Million)
Table 191 Rest Of Latin America: Contact Center Software Market Size,
By Component, 2020–2026 (Usd Million)
Table 192 Rest Of Latin America: Contact Center Software Market Size,
By Organization Size, 2016–2019 (Usd Million)
Table 193 Rest Of Latin America: Contact Center Software Market Size,
By Organization Size, 2020–2026 (Usd Million)
11 Competitive Landscape
11.1 Overview
11.2 Market Evaluation Framework
Figure 40 Market Evaluation Framework
11.3 Market Share Of Top Players
Table 194 Contact Center Software Market: Degree Of Competition
Figure 41 Market Share Of Major Players In The Contact Center Software Market, 2019
11.4 Revenue Analysis Of Top Players
Figure 42 Top Five Players Dominated The Contact Center Software Market In Last Five Years
11.5 Company Evaluation Quadrant Methodology And Definitions
Table 195 Company Evaluation Quadrant: Criteria Weightage
11.5.1 Star
11.5.2 Emerging Leaders
11.5.3 Pervasive Companies
11.5.4 Other Companies
11.5.5 Product Footprint
Table 196 Company Product Footprint
Table 197 Company Industry Footprint
Table 198 Company Application Footprint
Table 199 Company Regional Footprint
Figure 43 Contact Center Software Market (Global): Company Evaluation Quadrant, 2020
11.6 Startup Evaluation Quadrant Methodology And Definitions
Table 200 Startup/Sme Evaluation Quadrant: Criteria Weightage
11.6.1 Progressive Companies
11.6.2 Responsive Companies
11.6.3 Dynamic Companies
11.6.4 Starting Blocks
Figure 44 Contact Center Software Market (Global): Startup/Sme Evaluation Quadrant, 2020
11.7 Key Market Developments
11.7.1 New Product/Solution Launches
Table 201 Key New Product/Solution Launches, 2020
11.7.2 Deals
Table 202 Key Deals, 2020

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