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Contact Center Software Market Size By Component (Software [Automatic Call Distribution {ACD}, Dialer, Call Recording, Computer Telephony Integration {CTI}, Workforce Optimization, Customer Collaboration, Reporting & Analytics, Interactive Voice Response

Contact Center Software Market Size By Component (Software [Automatic Call Distribution {ACD}, Dialer, Call Recording, Computer Telephony Integration {CTI}, Workforce Optimization, Customer Collaboration, Reporting & Analytics, Interactive Voice Response {IVR}, Intelligent Virtual Assistant {IVA}], Service [Integration and Deployment, Training and Consulting, Support and Maintenance, Managed Service]), By Deployment Model (On-Premise, Cloud), By Application (BFSI, Consumer Goods & Retail, Government, Healthcare, IT & Telecom, Travel and Hospitality), Industry Analysis Report, Regional Outlook (U.S., Canada, UK, Germany, France, Italy, Spain, Netherlands, China, Japan, Australia and New Zealand [ANZ], South Korea, India, Indonesia, Philippines, Brazil, Mexico, Argentina, Chile, South Africa, UAE, Saudi Arabia), Growth Potential, Competitive Market Share & Forecast, 2018 - 2024

Contact Center Software Market is projected to surpass USD 40 billion by 2024. The growing demand for meeting dynamic customer requirements, technological advancements in the field of machine learning, AI, and IoT, and the rising integration with social media platforms are the major factors driving the global contact center software market growth. The increasing demand for cloud-based contact center software solutions by various industry verticals including BFSI, healthcare, IT & Telecom, travel and hospitality, and government organizations also has a positive impact on the market.

The automation of contact center solutions also propels the market growth. The automation process brings up the self-service processes by enabling the customer service platform to automate low-level concerns, allowing the contact center agents to concentrate on complex and high-value interactions. This also helps organizations in saving costs and increasing the overall business productivity along with an augmented customer experience.

The Interactive Voice Response (IVR) segment dominates the contact center software market and accounted for over 15% of the market share in 2017. The rising adoption of smartphones by customers has replaced the traditional voice-based IVR with the visual IVR technology. This transformative platform allows customers to touch the screen menus and to get their required answers instead of waiting for the traditional IVR to read the unwanted options not required by customers. This visual IVR software handles around 75% of the customer service calls thereby transforming the functioning of contact center and leading to customer delight.

The managed services for contact center software are growing at a fast rate and are projected to grow at a CAGR of over 21% over the forecast period. By providing the right knowledge and experience required to make critical contact center software technologies, the managed service providers augment the customers’ internal capabilities by using the resources more effectively. The managed service providers carry out the regular installation of all software updates associated with the contact center environment, ensuring that the communication servers are secured and updated timely, driving the contact center software market demand.

The cloud-based deployment model is projected to account for around 29% of the market share by 2024. The cloud model provides contact centers access to various channels and the latest technologies with the ability to scale agents up and down as per requirement. It also reduces support costs and removes the expenses for upgrades, ensuring smooth business functioning with a rapid growth in ROI. It provides end-to-end visibility, providing the operations staff and clients a comprehensive set of historical data, real-time dashboards, and performance and quality management tools. This provides organizations with critical insights, allowing them to take the necessary steps to meet the changing customer requirements.

The travel & hospitality industry segment is projected to grow at a CAGR of over 16% over the forecast timeline. The use of contact center software is booming in this industry as it delivers automated customer service to passengers on the company’s website or operates through other communication platforms including chat and social media. Maintaining efficient communication between the contact center, billing, marketing, and related departments to provide a smooth customer experience is essentially boosting the contact center software market growth. Furthermore, hospitality companies are rapidly shifting from on-premise contact center software to cloud-based solutions due to the added benefits associated with them. For instance, in July 2016, an international hospitality company adopted inContact’s customer interaction cloud. This omnichannel cloud solution will assist the company in achieving enhanced business outcomes.

The Latin America contact center market is projected to cross over USD 3 billion over the forecast timeframe. The regional growth is attributed to the rising adoption of new technologies including cloud computing, speech recognition, analytics, and AI accompanied by an increase in the demand for augmented customer experience. Various industry verticals including healthcare, telecommunications, and retail are investing in the Latin America contact center software market to deliver an omnichannel communication experience to its customers. The adoption of cloud-based contact centers in this region is still in the nascent stage with major development witnessed mainly in Argentina, Brazil, Mexico, Chile, and Peru. Its adoption is anticipated to grow over the forecast period, mainly in the regions of Colombia and Costa Rica, driving the contact center software market growth.

Avaya, Cisco, Five9, Huawei Technologies, BT, and 8x8 are among the prominent vendors in the contact center software market. Other noticeable players include Ameyo, Enghouse Interactive, Aspect Software, Fenero, Genesys, Mitel, NEC, Nice, Nixxis, Oracle, Ring Central, Solgari, Unify, Verizon, and Vocalcom. Mergers and acquisitions are the major strategies adopted by the players to gain a competitive market share. For instance, in September 2018, Twilio acquired a contact center software company Ytica aimed at expanding its position in the highly lucrative market.


Chapter 1. Methodology & Scope
1.1. Methodology
1.1.1. Initial data exploration
1.1.2. Statistical model and forecast
1.1.3. Industry insights and validation
1.1.4. Scope
1.1.5. Definition
1.1.6. Methodology and forecast parameters
1.2. Data Sources
1.2.1. Primary
1.2.2. Secondary
1.2.2.1. Paid sources
1.2.2.2. Public sources
Chapter 2. Executive Summary
2.1. Contact center software industry 360º synopsis, 2013- 2024
2.1.1. Regional trends
2.1.2. Component trends
2.1.3. Deployment model trends
2.1.4. Application trends
Chapter 3. Contact Center Software Industry Insights
3.1. Introduction
3.2. Industry segmentation
3.3. Industry landscape, 2013-2024
3.4. Contact center software ecosystem analysis
3.4.1. Contact center software providers
3.4.2. Contact center providers
3.4.3. Contact center component integrators
3.4.4. Distributors
3.4.5. End users
3.5. Contact center software architecture analysis
3.6. Contact center software evolution
3.7. Technology & innovation landscape
3.7.1. Artificial Intelligence (AI) and machine learning
3.7.2. Cloud-based technology
3.7.3. Big data and predictive analytics
3.8. Regulatory landscape
3.8.1. European Contact Centre Standard (ECCS)
3.8.2. General Data Protection Regulation (GDPR)
3.8.3. Financial Industry Regulatory Authority (FINRA)
3.8.4. Payment Card Industry Data Security Standard (PCI DSS)
3.8.5. Health Insurance Portability and Accountability Act (HIPAA)
3.8.6. Telemarketing Sales Rule (TSR)
3.8.7. California Online Privacy Protection Act (CalOPPA)
3.9. Industry impact forces
3.9.1. Growth drivers
3.9.1.1. Rising demand for the automation of contact center solutions
3.9.1.2. Emergence of omnichannel communication
3.9.1.3. Increasing adoption of social media by customers
3.9.1.4. Advancement in latest technologies including IoT and AI
3.9.1.5. Growing adoption of cloud-based contact center solutions
3.9.2. Industry Pitfalls and Challenges
3.9.2.1. High initial investment and complex integrations
3.9.2.2. Inefficiency to achieve low first call resolution and improved average speed of answer
3.10. Porter’s Analysis
3.10.1. Threat of new entrants
3.10.2. Threat of substitutes
3.10.3. Bargaining power of buyer
3.10.4. Bargaining power of supplier
3.10.5. Industry rivalry
3.11. PESTEL analysis
3.12. Growth potential analysis
Chapter 4. Competitive Landscape, 2017
4.1. Introduction
4.2. Competitive analysis of key market players
4.2.1. Avaya
4.2.2. Cisco
4.2.3. Five9
4.2.4. Huawei Technologies
4.2.5. 8x8
4.3. Competitive analysis of other prominent vendors
4.3.1. Fenero
4.3.2. Nixxis
4.3.3. Solgari
4.3.4. Top Down Systems
Chapter 5. Contact Center Software Market, By Component
5.1. Key trends, by component
5.2. Software
5.2.1. Software market estimates and forecast, 2013-2024
5.2.2. Automatic Call Distribution (ACD)
5.2.2.1. ACD market estimates and forecast, 2013-2024
Similar information is provided for
5.2.3. Dialer
5.2.4. Call recording
5.2.5. Computer Telephony Integration (CTI)
5.2.6. Workforce optimization
5.2.7. Customer collaboration
5.2.8. Reporting & analytics
5.2.9. Interactive Voice Response (IVR)
5.2.10. Intelligent Virtual Assistant (IVA)
5.2.11. Others
5.3. Service
5.3.1. Service market estimates and forecast, 2013-2024
5.3.2. Integration and deployment
5.3.2.1. Integration and deployment service market estimates and forecast, 2013-2024
Similar information is provided for
5.3.3. Training and consulting
5.3.4. Support and maintenance
5.3.5. Managed service
Chapter 6. Contact Center Software Market, By Deployment Model
6.1. Key trends, by deployment model
6.2. On-premise
6.2.1. On-premise market estimates and forecast, 2013-2024
6.3. Cloud
6.3.1. Cloud market estimates and forecast, 2013-2024
Chapter 7. Contact Center Software Market, By Application
7.1. Key trends, by application
7.2. BFSI
7.2.1. BFSI market estimates and forecast, 2013-2024
Similar information is provided for
7.3. Consumer goods & retail
7.4. Government
7.5. Healthcare
7.6. IT & Telecom
7.7. Travel and hospitality
7.8. Others
Chapter 8. Contact Center Software Market, By Region
8.1. Key trends, by region
8.2. North America
8.2.1. Market estimates and forecast, 2013 – 2024
8.2.2. Market estimates and forecast, by component, 2013-2024
8.2.3. Market estimates and forecast, by software, 2013-2024
8.2.4. Market estimates and forecast, by service, 2013-2024
8.2.5. Market estimates and forecast, by deployment model, 2013-2024
8.2.6. Market estimates and forecast, by application, 2013-2024
Similar information is provided for
8.2.7. U.S.
8.2.8. Canada
8.3. Europe
8.3.1. Market estimates and forecast, 2013 – 2024
8.3.2. Market estimates and forecast, by component, 2013-2024
8.3.3. Market estimates and forecast, by software, 2013-2024
8.3.4. Market estimates and forecast, by service, 2013-2024
8.3.5. Market estimates and forecast, by deployment model, 2013-2024
8.3.6. Market estimates and forecast, by application, 2013-2024
Similar information is provided for
8.3.7. UK
8.3.8. Germany
8.3.9. France
8.3.10. Italy
8.3.11. Spain
8.3.12. Netherlands
8.3.13. Rest of Europe
8.4. Asia Pacific
8.4.1. Market estimates and forecast, 2013 – 2024
8.4.2. Market estimates and forecast, by component, 2013-2024
8.4.3. Market estimates and forecast, by software, 2013-2024
8.4.4. Market estimates and forecast, by service, 2013-2024
8.4.5. Market estimates and forecast, by deployment model, 2013-2024
8.4.6. Market estimates and forecast, by application, 2013-2024
8.4.7. China
8.4.7.1. Market estimates and forecast, 2013 – 2024
8.4.7.2. Market estimates and forecast, by component, 2013-2024
8.4.7.3. Market estimates and forecast, by software, 2013-2024
8.4.7.4. Market estimates and forecast, by service, 2013-2024
8.4.7.5. Market estimates and forecast, by deployment model, 2013-2024
8.4.7.6. Market estimates and forecast, by application, 2013-2024
8.4.8. Japan
8.4.8.1. Market estimates and forecast, 2013 – 2024
8.4.8.2. Market estimates and forecast, by component, 2013-2024
8.4.8.3. Market estimates and forecast, by software, 2013-2024
8.4.8.4. Market estimates and forecast, by service, 2013-2024
8.4.8.5. Market estimates and forecast, by deployment model, 2013-2024
8.4.8.6. Market estimates and forecast, by application, 2013-2024
8.4.9. India
8.4.9.1. Market estimates and forecast, 2013 – 2024
8.4.9.2. Market estimates and forecast, by component, 2013-2024
8.4.9.3. Market estimates and forecast, by software, 2013-2024
8.4.9.4. Market estimates and forecast, by service, 2013-2024
8.4.9.5. Market estimates and forecast, by deployment model, 2013-2024
8.4.9.6. Market estimates and forecast, by application, 2013-2024
8.4.10. Australia and New Zealand (ANZ)
8.4.10.1. Market estimates and forecast, 2013 – 2024
8.4.10.2. Market estimates and forecast, by component, 2013-2024
8.4.10.3. Market estimates and forecast, by software, 2013-2024
8.4.10.4. Market estimates and forecast, by service, 2013-2024
8.4.10.5. Market estimates and forecast, by deployment model, 2013-2024
8.4.10.6. Market estimates and forecast, by application, 2013-2024
8.4.11. South Korea
8.4.11.1. Market estimates and forecast, 2013 – 2024
8.4.11.2. Market estimates and forecast, by component, 2013-2024
8.4.11.3. Market estimates and forecast, by software, 2013-2024
8.4.11.4. Market estimates and forecast, by service, 2013-2024
8.4.11.5. Market estimates and forecast, by deployment model, 2013-2024
8.4.11.6. Market estimates and forecast, by application, 2013-2024
8.4.12. Indonesia
8.4.12.1. Market estimates and forecast, 2013 – 2024
8.4.12.2. Market estimates and forecast, by component, 2013-2024
8.4.12.3. Market estimates and forecast, by software, 2013-2024
8.4.12.4. Market estimates and forecast, by service, 2013-2024
8.4.12.5. Market estimates and forecast, by deployment model, 2013-2024
8.4.12.6. Market estimates and forecast, by application, 2013-2024
8.4.13. Philippines
8.4.13.1. Market estimates and forecast, 2013 – 2024
8.4.13.2. Market estimates and forecast, by component, 2013-2024
8.4.13.3. Market estimates and forecast, by software, 2013-2024
8.4.13.4. Market estimates and forecast, by service, 2013-2024
8.4.13.5. Market estimates and forecast, by deployment model, 2013-2024
8.4.13.6. Market estimates and forecast, by application, 2013-2024
8.4.14. Rest of Asia Pacific
8.4.14.1. Market estimates and forecast, 2013 – 2024
8.4.14.2. Market estimates and forecast, by component, 2013-2024
8.4.14.3. Market estimates and forecast, by software, 2013-2024
8.4.14.4. Market estimates and forecast, by service, 2013-2024
8.4.14.5. Market estimates and forecast, by deployment model, 2013-2024
8.4.14.6. Market estimates and forecast, by application, 2013-2024
8.5. Latin America
8.5.1. Market estimates and forecast, 2013 – 2024
8.5.2. Market estimates and forecast, by component, 2013-2024
8.5.3. Market estimates and forecast, by software, 2013-2024
8.5.4. Market estimates and forecast, by service, 2013-2024
8.5.5. Market estimates and forecast, by deployment model, 2013-2024
8.5.6. Market estimates and forecast, by application, 2013-2024
8.5.7. Brazil
8.5.7.1. Market estimates and forecast, 2013 – 2024
8.5.7.2. Market estimates and forecast, by component, 2013-2024
8.5.7.3. Market estimates and forecast, by software, 2013-2024
8.5.7.4. Market estimates and forecast, by service, 2013-2024
8.5.7.5. Market estimates and forecast, by deployment model, 2013-2024
8.5.7.6. Market estimates and forecast, by application, 2013-2024
8.5.8. Mexico
8.5.8.1. Market estimates and forecast, 2013 – 2024
8.5.8.2. Market estimates and forecast, by component, 2013-2024
8.5.8.3. Market estimates and forecast, by software, 2013-2024
8.5.8.4. Market estimates and forecast, by service, 2013-2024
8.5.8.5. Market estimates and forecast, by deployment model, 2013-2024
8.5.8.6. Market estimates and forecast, by application, 2013-2024
8.5.9. Argentina
8.5.9.1. Market estimates and forecast, 2013 – 2024
8.5.9.2. Market estimates and forecast, by component, 2013-2024
8.5.9.3. Market estimates and forecast, by software, 2013-2024
8.5.9.4. Market estimates and forecast, by service, 2013-2024
8.5.9.5. Market estimates and forecast, by deployment model, 2013-2024
8.5.9.6. Market estimates and forecast, by application, 2013-2024
8.5.10. Chile
8.5.10.1. Market estimates and forecast, 2013 – 2024
8.5.10.2. Market estimates and forecast, by component, 2013-2024
8.5.10.3. Market estimates and forecast, by software, 2013-2024
8.5.10.4. Market estimates and forecast, by service, 2013-2024
8.5.10.5. Market estimates and forecast, by deployment model, 2013-2024
8.5.10.6. Market estimates and forecast, by application, 2013-2024
8.5.11. Rest of LA
8.5.11.1. Market estimates and forecast, 2013 – 2024
8.5.11.2. Market estimates and forecast, by component, 2013-2024
8.5.11.3. Market estimates and forecast, by software, 2013-2024
8.5.11.4. Market estimates and forecast, by service, 2013-2024
8.5.11.5. Market estimates and forecast, by deployment model, 2013-2024
8.5.11.6. Market estimates and forecast, by application, 2013-2024
8.6. MEA
8.6.1. Market estimates and forecast, 2013 – 2024
8.6.2. Market estimates and forecast, by component, 2013-2024
8.6.3. Market estimates and forecast, by software, 2013-2024
8.6.4. Market estimates and forecast, by service, 2013-2024
8.6.5. Market estimates and forecast, by deployment model, 2013-2024
8.6.6. Market estimates and forecast, by application, 2013-2024
8.6.7. South Africa
8.6.7.1. Market estimates and forecast, 2013 – 2024
8.6.7.2. Market estimates and forecast, by component, 2013-2024
8.6.7.3. Market estimates and forecast, by software, 2013-2024
8.6.7.4. Market estimates and forecast, by service, 2013-2024
8.6.7.5. Market estimates and forecast, by deployment model, 2013-2024
8.6.7.6. Market estimates and forecast, by application, 2013-2024
8.6.8. UAE
8.6.8.1. Market estimates and forecast, 2013 – 2024
8.6.8.2. Market estimates and forecast, by component, 2013-2024
8.6.8.3. Market estimates and forecast, by software, 2013-2024
8.6.8.4. Market estimates and forecast, by service, 2013-2024
8.6.8.5. Market estimates and forecast, by deployment model, 2013-2024
8.6.8.6. Market estimates and forecast, by application, 2013-2024
8.6.9. Saudi Arabia
8.6.9.1. Market estimates and forecast, 2013 – 2024
8.6.9.2. Market estimates and forecast, by component, 2013-2024
8.6.9.3. Market estimates and forecast, by software, 2013-2024
8.6.9.4. Market estimates and forecast, by service, 2013-2024
8.6.9.5. Market estimates and forecast, by deployment model, 2013-2024
8.6.9.6. Market estimates and forecast, by application, 2013-2024
8.6.10. Rest of LAMEA
8.6.10.1. Market estimates and forecast, 2013 – 2024
8.6.10.2. Market estimates and forecast, by component, 2013-2024
8.6.10.3. Market estimates and forecast, by software, 2013-2024
8.6.10.4. Market estimates and forecast, by service, 2013-2024
8.6.10.5. Market estimates and forecast, by deployment model, 2013-2024
8.6.10.6. Market estimates and forecast, by application, 2013-2024
Chapter 9. Company Profiles
9.1. Avaya
9.1.1. Business Overview
9.1.2. Financial Data
9.1.3. Product Landscape
9.1.4. Collaborations and Investments
9.1.5. Mergers and Acquisitions
9.1.6. Strategic Outlook
9.1.7. SWOT Analysis
9.1.8. Analyst Overview
9.2. Alcatel-Lucent Enterprise
9.2.1. Business Overview
9.2.2. Financial Data
9.2.3. Product Landscape
9.2.4. Collaborations and Investments
9.2.5. Mergers and Acquisitions
9.2.6. Strategic Outlook
9.2.7. SWOT Analysis
9.2.8. Analyst Overview
9.3. Ameyo (Drishti-Soft)
9.3.1. Business Overview
9.3.2. Financial Data
9.3.3. Product Landscape
9.3.4. Collaborations and Investments
9.3.5. Mergers and Acquisitions
9.3.6. Strategic Outlook
9.3.7. SWOT Analysis
9.3.8. Analyst Overview
9.4. Aspect Software
9.4.1. Business Overview
9.4.2. Financial Data
9.4.3. Product Landscape
9.4.4. Collaborations and Investments
9.4.5. Mergers and Acquisitions
9.4.6. Strategic Outlook
9.4.7. SWOT Analysis
9.4.8. Analyst Overview
9.5. BT
9.5.1. Business Overview
9.5.2. Financial Data
9.5.3. Product Landscape
9.5.4. Collaborations and Investments
9.5.5. Mergers and Acquisitions
9.5.6. Strategic Outlook
9.5.7. SWOT Analysis
9.5.8. Analyst Overview
9.6. Enghouse Interactive
9.6.1. Business Overview
9.6.2. Financial Data
9.6.3. Product Landscape
9.6.4. Collaborations and Investments
9.6.5. Mergers and Acquisitions
9.6.6. Strategic Outlook
9.6.7. SWOT Analysis
9.6.8. Analyst Overview
9.7. Fenero
9.7.1. Business Overview
9.7.2. Financial Data
9.7.3. Product Landscape
9.7.4. Collaborations and Investments
9.7.5. Mergers and Acquisitions
9.7.6. Strategic Outlook
9.7.7. SWOT Analysis
9.7.8. Analyst Overview
9.8. Five9
9.8.1. Business Overview
9.8.2. Financial Data
9.8.3. Product Landscape
9.8.4. Collaborations and Investments
9.8.5. Mergers and Acquisitions
9.8.6. Strategic Outlook
9.8.7. SWOT Analysis
9.8.8. Analyst Overview
9.9. Genesys
9.9.1. Business Overview
9.9.2. Financial Data
9.9.3. Product Landscape
9.9.4. Collaborations and Investments
9.9.5. Mergers and Acquisitions
9.9.6. Strategic Outlook
9.9.7. SWOT Analysis
9.9.8. Analyst Overview
9.10. Huawei Technologies
9.10.1. Business Overview
9.10.2. Financial Data
9.10.3. Product Landscape
9.10.4. Collaborations and Investments
9.10.5. Mergers and Acquisitions
9.10.6. Strategic Outlook
9.10.7. SWOT Analysis
9.10.8. Analyst Overview
9.11. IBM
9.11.1. Business Overview
9.11.2. Financial Data
9.11.3. Product Landscape
9.11.4. Collaborations and Investments
9.11.5. Mergers and Acquisitions
9.11.6. Strategic Outlook
9.11.7. SWOT Analysis
9.11.8. Analyst Overview
9.12. Mitel
9.12.1. Business Overview
9.12.2. Financial Data
9.12.3. Product Landscape
9.12.4. Collaborations and Investments
9.12.5. Mergers and Acquisitions
9.12.6. Strategic Outlook
9.12.7. SWOT Analysis
9.12.8. Analyst Overview
9.13. NEC
9.13.1. Business Overview
9.13.2. Financial Data
9.13.3. Product Landscape
9.13.4. Collaborations and Investments
9.13.5. Mergers and Acquisitions
9.13.6. Strategic Outlook
9.13.7. SWOT Analysis
9.13.8. Analyst Overview
9.14. Nice
9.14.1. Business Overview
9.14.2. Financial Data
9.14.3. Product Landscape
9.14.4. Collaborations and Investments
9.14.5. Mergers and Acquisitions
9.14.6. Strategic Outlook
9.14.7. SWOT Analysis
9.14.8. Analyst Overview
9.15. Nixxis
9.15.1. Business Overview
9.15.2. Financial Data
9.15.3. Product Landscape
9.15.4. Collaborations and Investments
9.15.5. Mergers and Acquisitions
9.15.6. Strategic Outlook
9.15.7. SWOT Analysis
9.15.8. Analyst Overview
9.16. Oracle
9.16.1. Business Overview
9.16.2. Financial Data
9.16.3. Product Landscape
9.16.4. Collaborations and Investments
9.16.5. Mergers and Acquisitions
9.16.6. Strategic Outlook
9.16.7. SWOT Analysis
9.16.8. Analyst Overview
9.17. Ring Central
9.17.1. Business Overview
9.17.2. Financial Data
9.17.3. Product Landscape
9.17.4. Collaborations and Investments
9.17.5. Mergers and Acquisitions
9.17.6. Strategic Outlook
9.17.7. SWOT Analysis
9.17.8. Analyst Overview
9.18. SAP
9.18.1. Business Overview
9.18.2. Financial Data
9.18.3. Product Landscape
9.18.4. Collaborations and Investments
9.18.5. Mergers and Acquisitions
9.18.6. Strategic Outlook
9.18.7. SWOT Analysis
9.18.8. Analyst Overview
9.19. Solgari
9.19.1. Business Overview
9.19.2. Financial Data
9.19.3. Product Landscape
9.19.4. Collaborations and Investments
9.19.5. Mergers and Acquisitions
9.19.6. Strategic Outlook
9.19.7. SWOT Analysis
9.19.8. Analyst Overview
9.20. Top Down Systems
9.20.1. Business Overview
9.20.2. Financial Data
9.20.3. Product Landscape
9.20.4. Collaborations and Investments
9.20.5. Mergers and Acquisitions
9.20.6. Strategic Outlook
9.20.7. SWOT Analysis
9.20.8. Analyst Overview
9.21. Unify
9.21.1. Business Overview
9.21.2. Financial Data
9.21.3. Product Landscape
9.21.4. Collaborations and Investments
9.21.5. Mergers and Acquisitions
9.21.6. Strategic Outlook
9.21.7. SWOT Analysis
9.21.8. Analyst Overview
9.22. Verizon
9.22.1. Business Overview
9.22.2. Financial Data
9.22.3. Product Landscape
9.22.4. Collaborations and Investments
9.22.5. Mergers and Acquisitions
9.22.6. Strategic Outlook
9.22.7. SWOT Analysis
9.22.8. Analyst Overview
9.23. Vocalcom
9.23.1. Business Overview
9.23.2. Financial Data
9.23.3. Product Landscape
9.23.4. Collaborations and Investments
9.23.5. Mergers and Acquisitions
9.23.6. Strategic Outlook
9.23.7. SWOT Analysis
9.23.8. Analyst Overview
Data Tables
TABLE 1 Contact center software industry 360º synopsis, 2013 - 2024
TABLE 2 Contact center software market estimates and forecast by region, 2013 - 2017 (USD Billion)
TABLE 3 Contact center software market estimates and forecast by region, 2018 - 2024 (USD Billion)
TABLE 4 Contact center software market estimates and forecast by component, 2013 - 2017 (USD Billion)
TABLE 5 Contact center software market estimates and forecast by component, 2018 - 2024 (USD Billion)
TABLE 6 Contact center software market estimates and forecast by software, 2013 - 2017 (USD Billion)
TABLE 7 Contact center software market estimates and forecast by software, 2018 - 2024 (USD Billion)
TABLE 8 Contact center software market estimates and forecast by service, 2013 - 2017 (USD Billion)
TABLE 9 Contact center software market estimates and forecast by service, 2018 - 2024 (USD Billion)
TABLE 10 Contact center software market estimates and forecast by deployment model, 2013 - 2017 (USD Billion)
TABLE 11 Contact center software market estimates and forecast by deployment model, 2018 - 2024 (USD Billion)
TABLE 12 Contact center software market estimates and forecast by application, 2013 - 2017 (USD Billion)
TABLE 13 Contact center software market estimates and forecast by application, 2018 - 2024 (USD Billion)
TABLE 14 Industry impact forces
TABLE 15 ACD market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 16 ACD market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 17 Dialer market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 18 Dialer market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 19 Call recording market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 20 Call recording market estimates and forecast by, 2018 - 2024(USD Billion)
TABLE 21 CTI market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 22 CTI market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 23 Workforce optimization market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 24 Workforce optimization market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 25 Customer collaboration market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 26 Customer collaboration market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 27 Reporting & analytics market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 28 Reporting & analytics market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 29 IVR market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 30 IVR market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 31 IVA market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 32 IVA market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 33 Integration and deployment service market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 34 Integration and deployment service market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 35 Training and consulting service market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 36 Training and consulting service market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 37 Support and maintenance service market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 38 Support and maintenance service market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 39 Managed service market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 40 Managed service market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 41 On-premise deployment model market estimates and forecast by product, 2013 - 2017(USD Billion)
TABLE 42 On-premise deployment model market estimates and forecast by product, 2018 - 2024(USD Billion)
TABLE 43 Cloud deployment model market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 44 Cloud deployment model market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 45 BFSI market estimates and forecast by product, 2013 - 2017(USD Billion)
TABLE 46 BFSI market estimates and forecast by product, 2018 - 2024(USD Billion)
TABLE 47 Consumer goods & retail market estimate and forecast, 2013 - 2017(USD Billion)
TABLE 48 Consumer goods & retail market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 49 Healthcare market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 50 Healthcare market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 51 Government market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 52 Government market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 53 IT & Telecom market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 54 IT & Telecom market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 55 Travel and hospitality market estimates and forecast, 2013 - 2017(USD Billion)
TABLE 56 Travel and hospitality market estimates and forecast, 2018 - 2024(USD Billion)
TABLE 57 North America contact center software market estimates and forecast, by component, 2013 – 2017 (USD Billion)
TABLE 58 North America contact center software market estimates and forecast, by component, 2018 – 2024 (USD Billion)
TABLE 59 North America contact center software market estimates and forecast, by software, 2013 – 2017 (USD Billion)
TABLE 60 North America contact center software market estimates and forecast, by software, 2018 – 2024 (USD Billion)
TABLE 61 North America contact center software market estimates and forecast, by service, 2013 – 2017 (USD Billion)
TABLE 62 North America contact center software market estimates and forecast, by service, 2018 – 2024 (USD Billion)
TABLE 63 North America contact center software market estimates and forecast, by deployment model, 2013 – 2017 (USD Billion)
TABLE 64 North America contact center software market estimates and forecast, by deployment model, 2018 – 2024 (USD Billion)
TABLE 65 North America contact center software market estimates and forecast, by application, 2013 – 2017 (USD Billion)
TABLE 66 North America contact center software market estimates and forecast, by application, 2018 – 2024 (USD Billion)
TABLE 67 U.S. contact center software market estimates and forecast, by component, 2013 – 2017 (USD Million)
TABLE 68 U.S. contact center software market estimates and forecast, by component, 2018 – 2024 (USD Million)
TABLE 69 U.S. contact center software market estimates and forecast, by software, 2013 – 2017 (USD Million)
TABLE 70 U.S. contact center software market estimates and forecast, by software, 2018 – 2024 (USD Million)
TABLE 71 U.S. contact center software market estimates and forecast, by service, 2013 – 2017 (USD Million)
TABLE 72 U.S. contact center software market estimates and forecast, by service, 2018 – 2024 (USD Million)
TABLE 73 U.S. contact center software market estimates and forecast, by deployment model, 2013 – 2017 (USD Million)
TABLE 74 U.S. contact center software market estimates and forecast, by deployment model, 2018 – 2024 (USD Million)
TABLE 75 U.S. contact center software market estimates and forecast, by application, 2013 – 2017 (USD Million)
TABLE 76 U.S. contact center software market estimates and forecast, by application, 2018 – 2024 (USD Million)
TABLE 77 Canada contact center software market estimates and forecast, by component, 2013 – 2017 (USD Million)
TABLE 78 Canada contact center software market estimates and forecast, by component, 2018 – 2024 (USD Million)
TABLE 79 Canada contact center software market estimates and forecast, by software, 2013 – 2017 (USD Million)
TABLE 80 Canada contact center software market estimates and forecast, by software, 2018 – 2024 (USD Million)
TABLE 81 Canada contact center software market estimates and forecast, by service, 2013 – 2017 (USD Million)
TABLE 82 Canada contact center software market estimates and forecast, by service, 2018 – 2024 (USD Million)
TABLE 83 Canada contact center software market estimates and forecast, by deployment model, 2013 – 2017 (USD Million)
TABLE 84 Canada contact center software market estimates and forecast, by deployment model, 2018 – 2024 (USD Million)
TABLE 85 Canada contact center software market estimates and forecast, by application, 2013 – 2017 (USD Million)
TABLE 86 Canada contact center software market estimates and forecast, by application, 2018 – 2024 (USD Million)
TABLE 87 Europe contact center software market estimates and forecast, by component, 2013 – 2017 (USD Billion)
TABLE 88 Europe contact center software market estimates and forecast, by component, 2018 – 2024 (USD Billion)
TABLE 89 Europe contact center software market estimates and forecast, by software, 2013 – 2017 (USD Billion)
TABLE 90 Europe contact center software market estimates and forecast, by software, 2018 – 2024 (USD Billion)
TABLE 91 Europe contact center software market estimates and forecast, by service, 2013 – 2017 (USD Billion)
TABLE 92 Europe contact center software market estimates and forecast, by service, 2018 – 2024 (USD Billion)
TABLE 93 Europe contact center software market estimates and forecast, by deployment model, 2013 – 2017 (USD Billion)
TABLE 94 Europe contact center software market estimates and forecast, by deployment model, 2018 – 2024 (USD Billion)
TABLE 95 Europe contact center software market estimates and forecast, by application, 2013 – 2017 (USD Billion)
TABLE 116 UK contact center software market estimates and foreca

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