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

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

  • ID: 4390793
  • Report
  • Region: Global
  • 160 Pages
  • Markets and Markets
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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 CAGR of 13.8%.

FEATURED COMPANIES

  • Alcatel-Lucent Enterprise
  • Ameyo (Drishti-Soft)
  • Avaya Inc.
  • Cisco
  • Enghouse Interactive Inc.
  • Five9, Inc.
  • MORE

“Seamless customer experience and automation of inbound and outbound processes are driving the contact center software market”

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.

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FEATURED COMPANIES

  • Alcatel-Lucent Enterprise
  • Ameyo (Drishti-Soft)
  • Avaya Inc.
  • Cisco
  • Enghouse Interactive Inc.
  • Five9, Inc.
  • MORE

1 Introduction
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.4 Years Considered for the Study
1.5 Currency
1.6 Stakeholders

2 Research Methodology
2.1 Research Data
2.1.1 Secondary Data
2.1.2 Primary Data
2.1.2.1 Breakdown of Primaries
2.1.2.2 Key Industry Insights
2.2 Market Size Estimation
2.3 Research Assumptions And Limitations
2.4 Limitations
2.5 Microquadrant Overview
2.5.1 Microquadrant Description

3 Executive Summary

4 Premium Insights
4.1 Attractive Market Opportunities in the Contact Center Software Market
4.2 Contact Center Software Market, By Component
4.3 Contact Center Software Market, By Deployment Type
4.4 Contact Center Software Market, By Software
4.5 Contact Center Software Market, By Organization Size
4.6 Contact Center Software Market, By Vertical And Region
4.7 Lifecycle Analysis, By Region

5 Market Overview And Industry Trends
5.1 Introduction
5.2 Market Dynamics
5.2.1 Drivers
5.2.1.1 Increasing Focus On Delivering Enhanced Customer Experience Through Omnichannel
5.2.1.2 Growing Trends of Automation And Reduction in the Overall Cost of Managing Contact Center
5.2.1.3 Flexible Cloud-Based Contact Center Solutions
5.2.2 Restraints
5.2.2.1 Integrating New Age Solutions With Legacy Systems
5.2.3 Opportunities
5.2.3.1 Virtualization of Contact Centers
5.2.3.2 Increased Cross-Selling And Upselling Opportunities
5.2.4 Challenges
5.2.4.1 Managing Security With Multiple Customer Touch Points
5.2.4.2 Upgradation of Contact Center Agents’ Skills And Training
5.3 Industry Trends
5.3.1 Innovation Spotlight

6 Contact Center Software Market Analysis, By Component
6.1 Introduction
6.2 Software
6.2.1 Interactive Voice Response
6.2.2 Call Routing
6.2.3 Automatic Call Distribution
6.2.4 Computer Telephony Integration
6.2.5 Customer Collaboration
6.2.6 Dialer
6.2.6.1 Preview Dialer
6.2.6.2 Progressive Dialer
6.2.6.3 Predictive Dialer
6.2.7 Reporting And Analytics
6.2.8 Workforce Optimization
6.2.9 Call Recording
6.2.10 Others
6.3 Services
6.3.1 Professional Services
6.3.1.1 Integration And Implementation
6.3.1.2 Consulting
6.3.1.3 Training And Support
6.3.2 Managed Services

7 Contact Center Software Market Analysis, By Deployment Type
7.2 Introduction
7.3 Cloud
7.4 On-Premises

8 Contact Center Software Market Analysis, By Organization Size
8.2 Introduction
8.3 Large Enterprises
8.4 Small And Medium-Sized Enterprises

9 Contact Center Software Market Analysis, By Vertical
9.1 Introduction
9.2 Banking, Financial Services, And Insurance
9.3 Retail And Consumer Goods
9.4 It And Telecom
9.5 Healthcare
9.6 Travel And Hospitality
9.7 Government
9.8 Media And Entertainment
9.9 Others

10 Geographic Analysis
10.1 Introduction
10.2 North America
10.3 Europe
10.4 Asia Pacific
10.5 Middle East And Africa
10.6 Latin America

11 Competitive Landscape
11.1 Microquadrant Overview
11.1.1 Visionary Leaders
11.1.2 Innovators
11.1.3 Dynamic Differentiators
11.1.4 Emerging Companies
11.2 Competitive Benchmarking
11.2.1 Strength of Product Portfolio in the Contact Center Software Market
11.2.2 Business Strategy Excellence Adopted in the Contact Center Software Market 101

12 Company Profiles
12.1 8X8, Inc.
(Business Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments)*
12.2 Alcatel-Lucent Enterprise
12.3 Ameyo (Drishti-Soft)
12.4 Avaya Inc.
12.5 Cisco
12.6 Enghouse Interactive Inc.
12.7 Five9, Inc.
12.8 Genesys
12.9 Huawei Technologies Co., Ltd.
12.10 Mitel Networks Corporation
12.11 Oracle
12.12 Sap
12.13 Unify, Inc.
*Details On Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments Might Not Be Captured in Case of Unlisted Companies.

13 Appendix
13.1 Key Industry Insights
13.2 Discussion Guide
13.3 Knowledge Store: Subscription Portal
13.4 Introducing Rt: Real Time Market Intelligence
13.5 Available Customizations
13.6 Related Reports
13.7 Author Details

List of Tables:
Table 1 Contact Center Software Market Size, By Component, 2015-2022 (USD Million)
Table 2 Software: Contact Center Software Market Size, By Type, 2015-2022 (USD Million)
Table 3 Interactive Voice Response Market Size, By Region, 2015-2022 (USD Million)
Table 4 Call Routing Market Size, By Region, 2015-2022 (USD Million)
Table 5 Automatic Call Distribution Market Size, By Region, 2015-2022 (USD Million)
Table 6 Computer Telephony Integration Market Size, By Region, 2015-2022 (USD Million)
Table 7 Customer Collaboration Market Size, By Region, 2015-2022 (USD Million)
Table 8 Dialer Market Size, By Region, 2015-2022 (USD Million)
Table 9 Preview Dialer Market Size, By Region, 2015-2022 (USD Million)
Table 10 Progressive Dialer Market Size, By Region, 2015-2022 (USD Million)
Table 11 Predictive Dialer Market Size, By Region, 2015-2022 (USD Million)
Table 12 Reporting And Analytics Market Size, By Region, 2015-2022 (USD Million)
Table 13 Workforce Optimization Market Size, By Region, 2015-2022 (USD Million)
Table 14 Call Recording Market Size, By Region, 2015-2022 (USD Million)
Table 15 Other Software Market Size, By Region, 2015-2022 (USD Million)
Table 16 Services: Contact Center Software Market Size, By Type, 2015-2022 (USD Million)
Table 17 Professional Services Market Size, By Type, 2015-2022 (USD Million)
Table 18 Professional Services Market Size, By Region, 2015-2022 (USD Million)
Table 19 Integration And Implementation Market Size, By Region, 2015-2022 (USD Million)
Table 20 Consulting Market Size, By Region, 2015-2022 (USD Million)
Table 21 Training And Support Market Size, By Region, 2015-2022 (USD Million)
Table 22 Managed Services Market Size, By Region, 2015-2022 (USD Million)
Table 23 Contact Center Software Market Size, By Deployment Type, 2015-2022 (USD Million)
Table 24 Cloud Market Size, By Region 2015-2022 (USD Million)
Table 25 On-Premises Market Size, By Region, 2015-2022 (USD Million)
Table 26 Contact Center Software Market Size, By Organization Size, 2015-2022 (USD Million)
Table 27 Large Enterprises Market Size, By Region, 2015-2022 (USD Million)
Table 28 Small And Medium-Sized Enterprises Market Size, By Region, 2015-2022 (USD Million)
Table 29 Contact Center Software Market Size, By Vertical, 2015-2022 (USD Million)
Table 30 Banking, Financial Services, And Insurance: Contact Center Software Market Size, By Region, 2015-2022 (USD Million)
Table 31 Retail And Consumer Goods: Contact Center Software Market Size, By Region, 2015-2022 (USD Million)
Table 32 It And Telecom: Contact Center Software Market Size, By Region, 2015-2022 (USD Million)
Table 33 Healthcare: Contact Center Software Market Size, By Region, 2015-2022 (USD Million)
Table 34 Travel And Hospitality: Contact Center Software Market Size, By Region, 2015-2022 (USD Million)
Table 35 Government: Contact Center Software Market Size, By Region, 2015-2022 (USD Million)
Table 36 Media And Entertainment: Contact Center Software Market Size, By Region, 2015-2022 (USD Million)
Table 37 Others: Contact Center Software Market Size, By Region, 2015-2022 (USD Million)
Table 38 Contact Center Software Market Size, By Region, 2015-2022 (USD Million)
Table 39 North America: Contact Center Software Market Size, By Component, 2015-2022 (USD Million)
Table 40 North America: Contact Center Software Market Size, By Software Type, 2015-2022 (USD Million)
Table 41 North America: Contact Center Software Market Size, By Dialer Type, 2015-2022 (USD Million)
Table 42 North America: Contact Center Software Market Size, By Service, 2015-2022 (USD Million)
Table 43 North America: Contact Center Software Market Size, By Professional Service, 2015-2022 (USD Million)
Table 44 North America: Contact Center Software Market Size, By Deployment Type, 2015-2022 (USD Million)
Table 45 North America: Contact Center Software Market Size, By Organization Size, 2015-2022 (USD Million)
Table 46 North America: Contact Center Software Market Size, By Vertical, 2015-2022 (USD Million)
Table 47 Europe: Contact Center Software Market Size, By Component, 2015-2022 (USD Million)
Table 48 Europe: Contact Center Software Market Size, By Software Type,2015-2022 (USD Million)
Table 49 Europe: Contact Center Software Market Size, By Dialer Type, 2015-2022 (USD Million)
Table 50 Europe: Contact Center Software Market Size, By Service, 2015-2022 (USD Million)
Table 51 Europe: Contact Center Software Market Size, By Professional Service, 2015-2022 (USD Million)
Table 52 Europe: Contact Center Software Market Size, By Deployment Type, 2015-2022 (USD Million)
Table 53 Europe: Contact Center Software Market Size, By Organization Size, 2015-2022 (USD Million)
Table 54 Europe: Contact Center Software Market Size, By Vertical, 2015-2022 (USD Million)
Table 55 Asia Pacific: Contact Center Software Market Size, By Component, 2015-2022 (USD Million)
Table 56 Asia Pacific: Contact Center Software Market Size, By Software Type, 2015-2022 (USD Million)
Table 57 Asia Pacific: Contact Center Software Market Size, By Dialer Type, 2015-2022 (USD Million)
Table 58 Asia Pacific: Contact Center Software Market Size, By Service, 2015-2022 (USD Million)
Table 59 Asia Pacific: Contact Center Software Market Size, By Professional Service, 2015-2022 (USD Million)
Table 60 Asia Pacific: Contact Center Software Market Size, By Deployment Type, 2015-2022 (USD Million)
Table 61 Asia Pacific: Contact Center Software Market Size, By Organization Size, 2015-2022 (USD Million)
Table 62 Asia Pacific: Contact Center Software Market Size, By Vertical, 2015-2022 (USD Million)
Table 63 Middle East And Africa: Contact Center Software Market Size, By Component, 2015-2022 (USD Million)
Table 64 Middle East And Africa: Contact Center Software Market Size, By Software Type, 2015-2022 (USD Million)
Table 65 Middle East And Africa: Contact Center Software Market Size, By Dialer Type, 2015-2022 (USD Million)
Table 66 Middle East And Africa: Contact Center Software Market Size, By Service, 2015-2022 (USD Million)
Table 67 Middle East And Africa: Contact Center Software Market Size, By Professional Service, 2015-2022 (USD Million)
Table 68 Middle East And Africa: Contact Center Software Market Size, By Deployment Type, 2015-2022 (USD Million)
Table 69 Middle East And Africa: Contact Center Software Market Size, By Organization Size, 2015-2022 (USD Million)
Table 70 Middle East And Africa: Contact Center Software Market Size, By Vertical, 2015-2022 (USD Million)
Table 71 Latin America: Contact Center Software Market Size, By Component, 2015-2022 (USD Million)
Table 72 Latin America: Contact Center Software Market Size, By Software Type, 2015-2022 (USD Million)
Table 73 Latin America: Contact Center Software Market Size, By Dialer Type, 2015-2022 (USD Million)
Table 74 Latin America: Contact Center Software Market Size, By Service, 2015-2022 (USD Million)
Table 75 Latin America: Contact Center Software Market Size, By Professional Service, 2015-2022 (USD Million)
Table 76 Latin America: Contact Center Software Market Size, By Deployment Type, 2015-2022 (USD Million)
Table 77 Latin America: Contact Center Software Market Size, By Organization Size, 2015-2022 (USD Million)
Table 78 Latin America: Contact Center Software Market Size, By Vertical, 2015-2022 (USD Million)
Table 79 Market Ranking for the Contact Center Software Market

List of Figures:
Figure 1 Contact Center Software Market: Market Segmentation
Figure 2 Contact Center Software Market: Research Design
Figure 3 Breakdown of Primary Interviews: By Company, Designation, And Region
Figure 4 Data Triangulation
Figure 5 Market Size Estimation Methodology: Bottom-Up Approach
Figure 6 Market Size Estimation Methodology: Top-Down Approach
Figure 7 Contact Center Software Market: Assumptions
Figure 8 Microquadrant Overview: Criteria Weightage
Figure 9 Microquadrant Matrix
Figure 10 Top 3 Segments for the Contact Center Software Market During the Forecast Period
Figure 11 North America is Estimated to Hold the Largest Share of the Contact Center Software Market in 2017
Figure 12 Maximized Operational Efficiency And Security Factors is Expected to Drive the Growth of the Contact Center Software Market
Figure 13 Services Segment is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 14 Cloud Deployment Type is Expected to Grow at a Higher CAGR in the Contact Center Software Market During the Forecast Period
Figure 15 Customer Collaboration is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 16 Small And Medium-Sized Enterprises Segment is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 17 Banking, Financial Services, And Insurance Vertical, And North America Are Estimated to Hold the Largest Market Size in 2017
Figure 18 Asia Pacific is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 19 Contact Center Software Market: Drivers, Restraints, Opportunities, And Challenges
Figure 20 Services Segment is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 21 Customer Collaboration Software is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 22 Predictive Dialer is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 23 Managed Services Segment is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 24 Consulting Services Segment is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 25 Cloud Deployment Type is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 26 Small And Medium-Sized Enterprises Segment is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 27 Retail And Consumer Goods Vertical is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 28 Asia Pacific is Expected to Witness a Significant Growth During the Forecast Period
Figure 29 Asia Pacific is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 30 North America: Market Snapshot
Figure 31 Asia Pacific: Market Snapshot
Figure 32 Contact Center Software Market (Global) Competitive Leadership Mapping ,2017
Figure 33 8X8, Inc.: Company Snapshot
Figure 34 Avaya Inc.: Company Snapshot
Figure 35 Cisco: Company Snapshot
Figure 37 Five9, Inc.: Company Snapshot
Figure 38 Huawei Technologies Co., Ltd.: Company Snapshot
Figure 39 Mitel Networks Corporation: Company Snapshot
Figure 40 Oracle: Company Snapshot
Figure 41 Sap: Company Snapshot

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  •  Alcatel-Lucent Enterprise
  • Ameyo (Drishti-Soft)
  • Avaya Inc.
  • Cisco
  • Enghouse Interactive Inc.
  • Five9, Inc.
  • Genesys
  • Huawei Technologies Co., Ltd.
  • Mitel Networks Corporation
  • Oracle
  • Sap
  • Unify, Inc.
Note: Product cover images may vary from those shown
6 of 6
Note: Product cover images may vary from those shown
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