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Contact Center Software Market by Solution (Customer Collaboration, Dialers, ACS, IVR, CTI, Workforce Optimization, Reporting, and Analytics), Service, Deployment Type (On-Premises and Cloud), Organization Size, Vertical, and Region - Global Forecast to 2

Contact Center Software Market by Solution (Customer Collaboration, Dialers, ACS, IVR, CTI, Workforce Optimization, Reporting, and Analytics), Service, Deployment Type (On-Premises and Cloud), Organization Size, Vertical, and Region - Global Forecast to 2022

“Seamless customer experience and automation of inbound and outbound processes are driving the contact center software market”
The contact center software market size is expected to grow from USD 15.29 billion in 2017 to USD 29.13 billion by 2022, at a Compound Annual Growth Rate (CAGR) of 13.8%. Enhanced customer experience through multiple channels, such as voice, video, web, and social media has led to the adoption of contact center software. However, the high initial investment incurred when integrating new age solutions with legacy systems is one of the major restraints for the contact center software market.

“Retail and consumer goods vertical is expected to grow at the highest CAGR during the forecast period”
The retail and consumer goods vertical is expected to grow at the highest CAGR during the forecast period. The vertical is becoming more customer centric with its continuous focus on leveraging internet technology. Organizations in the vertical have adopted a strategy of managing business operations globally and working locally on the development and pre-production sanction of products. Contact center software empower organizations to reach customers and manage their queries through multiple touch points, such as voice, video, web, mobile, and social media. Furthermore, contact center software provide opportunity to organizations to cross-sell and upsell products and services to customers by facilitating effective communication through multiple channels.

“APAC is expected to record the highest growth rate in the contact center software market during the forecast period”
Asia Pacific (APAC) is expected to grow at the highest CAGR in the global contact center software market during the forecast period. Enterprises across various vertical are adopting contact center solutions to provide customers with enhanced experience. Additionally, a contact center software enables organizations to automate processes. It will help organizations improve the productivity of contact center agents. Large presence of SMEs in APAC augments the adoption of relatively low-cost cloud-based contact center for varied business needs. The region has huge potential for revenue generation at a significant rate, as organizations are looking forward to strengthen their brand presence and loyalty by reaching customers through multiple channels, including voice, video, web, mobile, applications, and social media. Furthermore, increasing mobility and cloud adoption in this region has encouraged organizations to adopt contact center software.

Breakdown of profile of primaries
• By Company: Tier 1 – 32%, Tier 2 – 44%, and Tier 3 – 24%
• By Designation: C-level – 72%, Director level – 19%, and Others – 9%
• By Region: North America – 62%, Europe – 18%, APAC – 11%, MEA – 6%, and Latin America – 3%

The contact center software market ecosystem comprises major vendors, such as Genesys Telecommunications Laboratories, Inc.(US), Cisco Systems (US), Avaya Inc. (US), Mitel Networks Corporation (Canada), Enghouse Interactive (US), SAP SE (Germany), Five9, Inc (US), Huawei Technologies Co., Ltd. (China), Alcatel-Lucent Enterprise (France), Oracle Corporation (US), 8x8, Inc. (US), Unify Inc. (US), and Drishti Soft Solutions Pvt. Ltd. (India).

Research Coverage
The report includes in-depth competitive analysis of key players in the global contact center software market, with their company profiles, strength of their product portfolios, recent developments, and key market strategies. The research report segments the contact center software market by component (solutions and services), deployment type, organization size, vertical, and region.

Reasons to Buy the Report
The report will help the market leaders/new entrants in this market in the following ways:
1. The report segments the contact center software market comprehensively and provides the closest approximations of the revenue numbers for the overall market and the subsegments. The market numbers are further split across various industries and regions.
2. The report helps the stakeholders to understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.
3. This report will help stakeholders in better understanding the competitors and gaining more insights to better position their businesses. There is a separate section on the competitive landscape, including competitor ecosystem, and mergers and acquisitions. Besides, there are company profiles of 13 players offering services in this market. In that section, market internals have been provided which will help put them ahead of the competitors.


  • INTRODUCTION
    • OBJECTIVES OF THE STUDY
    • MARKET DEFINITION
    • MARKET SCOPE
    • YEARS CONSIDERED FOR THE STUDY
    • CURRENCY
    • STAKEHOLDERS
  • RESEARCH METHODOLOGY
    • RESEARCH DATA
      • SECONDARY DATA
      • PRIMARY DATA
    • MARKET SIZE ESTIMATION
    • RESEARCH ASSUMPTIONS AND LIMITATIONS
    • LIMITATIONS
    • MICROQUADRANT OVERVIEW
      • MICROQUADRANT DESCRIPTION
  • EXECUTIVE SUMMARY
  • PREMIUM INSIGHTS
    • ATTRACTIVE MARKET OPPORTUNITIES IN THE CONTACT CENTER SOFTWARE MARKET
    • CONTACT CENTER SOFTWARE MARKET, BY COMPONENT
    • CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT TYPE
    • CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE
    • CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE
    • CONTACT CENTER SOFTWARE MARKET, BY VERTICAL AND REGION
    • LIFECYCLE ANALYSIS, BY REGION
  • MARKET OVERVIEW AND INDUSTRY TRENDS
    • INTRODUCTION
    • MARKET DYNAMICS
      • DRIVERS
      • RESTRAINTS
      • OPPORTUNITIES
      • CHALLENGES
    • INDUSTRY TRENDS
      • INNOVATION SPOTLIGHT
  • CONTACT CENTER SOFTWARE MARKET ANALYSIS, BY COMPONENT
    • INTRODUCTION
      • Table CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
    • SOFTWARE
      • Table SOFTWARE: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2015-2022 (USD MILLION)
      • INTERACTIVE VOICE RESPONSE
        • Table INTERACTIVE VOICE RESPONSE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • CALL ROUTING
        • Table CALL ROUTING MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • AUTOMATIC CALL DISTRIBUTION
        • Table AUTOMATIC CALL DISTRIBUTION MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • COMPUTER TELEPHONY INTEGRATION
        • Table COMPUTER TELEPHONY INTEGRATION MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • CUSTOMER COLLABORATION
        • Table CUSTOMER COLLABORATION MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • DIALER
        • Table DIALER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
        • Table PREVIEW DIALER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
        • Table PROGRESSIVE DIALER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
        • Table PREDICTIVE DIALER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • REPORTING AND ANALYTICS
        • Table REPORTING AND ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • WORKFORCE OPTIMIZATION
        • Table WORKFORCE OPTIMIZATION MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • CALL RECORDING
        • Table CALL RECORDING MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • OTHERS
        • Table OTHER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • SERVICES
      • Table SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2015-2022 (USD MILLION)
      • PROFESSIONAL SERVICES
        • Table PROFESSIONAL SERVICES MARKET SIZE, BY TYPE, 2015-2022 (USD MILLION)
        • Table PROFESSIONAL SERVICES MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
        • Table INTEGRATION AND IMPLEMENTATION MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
        • Table CONSULTING MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
        • Table TRAINING AND SUPPORT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • MANAGED SERVICES
        • Table MANAGED SERVICES MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • CONTACT CENTER SOFTWARE MARKET ANALYSIS, BY DEPLOYMENT TYPE
    • INTRODUCTION
      • Table CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2022 (USD MILLION)
    • CLOUD
      • Table CLOUD MARKET SIZE, BY REGION 2015-2022 (USD MILLION)
    • ON-PREMISES
      • Table ON-PREMISES MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • CONTACT CENTER SOFTWARE MARKET ANALYSIS, BY ORGANIZATION SIZE
    • INTRODUCTION
      • Table CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
    • LARGE ENTERPRISES
      • Table LARGE ENTERPRISES MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • SMALL AND MEDIUM-SIZED ENTERPRISES
      • Table SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • CONTACT CENTER SOFTWARE MARKET ANALYSIS, BY VERTICAL
    • INTRODUCTION
      • Table CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
    • BANKING, FINANCIAL SERVICES, AND INSURANCE
      • Table BANKING, FINANCIAL SERVICES, AND INSURANCE: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • RETAIL AND CONSUMER GOODS
      • Table RETAIL AND CONSUMER GOODS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • IT AND TELECOM
      • Table IT AND TELECOM: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • HEALTHCARE
      • Table HEALTHCARE: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • TRAVEL AND HOSPITALITY
      • Table TRAVEL AND HOSPITALITY: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • GOVERNMENT
      • Table GOVERNMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • MEDIA AND ENTERTAINMENT
      • Table MEDIA AND ENTERTAINMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • OTHERS
      • Table OTHERS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • GEOGRAPHIC ANALYSIS
    • INTRODUCTION
      • Table CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • NORTH AMERICA
      • Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE TYPE, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
    • EUROPE
      • Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
      • Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE TYPE, 2015-2022 (USD MILLION)
      • Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2015-2022 (USD MILLION)
      • Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
      • Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
      • Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2022 (USD MILLION)
      • Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
      • Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
    • ASIA PACIFIC
      • Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE TYPE, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
    • MIDDLE EAST AND AFRICA
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE TYPE, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
    • LATIN AMERICA
      • Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE TYPE, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • COMPETITIVE LANDSCAPE
    • MICROQUADRANT OVERVIEW
      • VISIONARY LEADERS
      • INNOVATORS
      • DYNAMIC DIFFERENTIATORS
      • EMERGING COMPANIES
    • COMPETITIVE BENCHMARKING
      • STRENGTH OF PRODUCT PORTFOLIO IN THE CONTACT CENTER SOFTWARE MARKET
      • BUSINESS STRATEGY EXCELLENCE ADOPTED IN THE CONTACT CENTER SOFTWARE MARKET
        • Table MARKET RANKING FOR THE CONTACT CENTER SOFTWARE MARKET
  • COMPANY PROFILES
    • 8X8, INC.
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • ALCATEL-LUCENT ENTERPRISE
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • AMEYO (DRISHTI-SOFT)
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • AVAYA INC.
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • CISCO
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • ENGHOUSE INTERACTIVE INC.
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • FIVE9, INC.
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • GENESYS
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • HUAWEI TECHNOLOGIES CO., LTD.
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • MITEL NETWORKS CORPORATION
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • ORACLE
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • SAP
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
    • UNIFY, INC.
      • OVERVIEW
      • STRENGTH OF PRODUCT PORTFOLIO
      • BUSINESS STRATEGY EXCELLENCE
      • RECENT DEVELOPMENTS
  • APPENDIX
    • KEY INDUSTRY INSIGHTS
    • DISCUSSION GUIDE
    • KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
    • INTRODUCING RT: REAL TIME MARKET INTELLIGENCE
    • AVAILABLE CUSTOMIZATIONS
    • RELATED REPORTS
    • AUTHOR DETAILS

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