+353-1-416-8900REST OF WORLD
+44-20-3973-8888REST OF WORLD
1-917-300-0470EAST COAST U.S
1-800-526-8630U.S. (TOLL FREE)

PRINTER FRIENDLY

Contact Center Software Market Size, Share & Trends Analysis Report by Solution (Automatic Call Distribution, Call Recording), by Service, by Deployment, by Enterprise Size, by End Use, by Region, and Segment Forecasts, 2020 - 2027

  • ID: 4613409
  • Report
  • February 2020
  • Region: Global
  • 170 pages
  • Grand View Research
1 of 3

Enquire about COVID-19 updates for this product.

Enquire Now

FEATURED COMPANIES

  • Alcatel Lucent Enterprise
  • Avaya Inc.
  • Cisco Systems, Inc.
  • Enghouse Interactive Inc.
  • Five9, Inc.
  • Genesys
  • MORE
The global contact center software market size is expected to reach USD 72.3 billion by 2027, registering a CAGR of 19.7% over the forecast period. The increasing consumer base and high adoption rate of cloud-based services, social media, and mobile analytics among various industry sectors is projected to boost market growth. Also, the demand for improved omnichannel experiences and technological advancements in communication services are expected to drive market growth.

Factors such as increasing advancements in artificial intelligence (AI) and its application in business analytics are expected to accelerate market growth over the forecast period. Rapid technological advancements have resulted in introduction of the Business Process Automation, thereby, reducing the workload of customer care representatives. The availability of interactive voice response (IVR) and automatic call distribution (ACD) software has further resulted in an increase in productivity of customer-centric organizations.

The increased adoption of cloud-based contact center services has empowered organizations in reinforcing the security of customers’ confidential information through web security and centralized database. Additionally, cloud-based contact center services provide multiple customer point of contact, which allow access to the necessary data from anywhere and at any time across the globe. Cloud-based contact center services easily integrate with AI, machine learning, omnichannel, and various analytical tools, subsequently opening up ways for an organization to advance technologically.

With the competition intensifying over the years, it has become crucial for organizations to maintain stable and consistent relationships with their customers and ensure customer loyalty. Various companies are extensively adopting contact center software in order to improve customer satisfaction levels and their experience over the inquiry call. With the help of contact center software, customer care executives are finding it easier to build a deeper relationship with customers, which helps provide long term value for the business.

Further key findings from the report suggest:
  • The contact center software market is expected to witness remarkable growth over the forecast period, owing to the significant demand for cloud-based technology and need for enhanced levels of customer satisfaction
  • The customer collaboration segment is projected to witness the highest CAGR over the forecast period, due to the growing use of the solution for engaging customers through social media platforms
  • The Interactive Voice Response (IVR) software segment is expected to hold the largest market share in 2027, owing to features such as reduced amount of call drops and better customer satisfaction levels
  • Technical advancements in communication and collaboration application result in an increased demand for training and consulting services, as professionals and customers are required to be trained to understand and get knowledge about new applications
  • The hosted deployment segment is expected to witness increased demand over the forecast period on account of benefits such as ease of deployment, improved accessibility anywhere anytime, and simplicity in integration with other systems
  • Numerous large enterprises have adopted contact center solutions to efficiently manage the vast database of customers, thereby driving the demand for these solutions in large enterprises over the forecast period
  • The demand for contact center software and services in the retail segment is driven by the rising need among organizations to ensure satisfaction of customers and overcome challenges involved in customer retention processes
  • The Asia Pacific regional market is projected to witness considerable growth over the forecast period, owing to the rapid digitization and industrialization initiatives undertaken by the government in this region
  • The major players operating in the market include Avaya, Inc., SAP SE, Enghouse Interactive, Five9, Inc., Mitel Corporation, Alcatel Lucent Enterprise, Cisco Systems, and Unify, Inc.

Please note: This product will be delivered within 48 business hours after receipt of order.
Note: Product cover images may vary from those shown
2 of 3

FEATURED COMPANIES

  • Alcatel Lucent Enterprise
  • Avaya Inc.
  • Cisco Systems, Inc.
  • Enghouse Interactive Inc.
  • Five9, Inc.
  • Genesys
  • MORE
Chapter 1 Methodology and Scope
1.1 Research Methodology
1.2 Research Scope and Assumptions
1.3 List of Data Sources

Chapter 2 Executive Summary
2.1 Contact Center Software Market - Industry Snapshot & Key Buying Criteria, 2016 - 2027
2.2 Global Contact Center Software Market, 2016 - 2027 (USD Million)
2.2.1 Global contact center software market, by region, 2016 - 2027
2.2.2 Global contact center software market, by solution, 2016 - 2027
2.2.3 Global contact center software market, by service, 2016 - 2027
2.2.4 Global contact center software market, by deployment, 2016 - 2027
2.2.5 Global contact center software market, by enterprise size, 2016 - 2027
2.2.6 Global contact center software market, by end use, 2016 - 2027

Chapter 3 Contact Center Software Industry Outlook
3.1 Market Segmentation and Scope
3.2 Market Size & Growth Prospects
3.3 Contact Center Software Market - Value Chain Analysis
3.3.1 Vendor landscape
3.4 Contact Center Software Market - Market Dynamics
3.4.1 Market driver analysis
3.4.1.1 Increasing demand for the automation of contact center solutions
3.4.1.2 Growing emphasis on enhancing customer experience through omnichannel solutions
3.4.1.3 Surging adoption of cloud-based contact centers
3.4.2 Market challenges analysis
3.4.2.1 Inability to achieve higher Average Speed of Answer (ASA) and low First Call Resolution (FCA)
3.5 Penetration and Growth Prospect Mapping
3.6 Contact Center Software Market - Company Market Share Analysis, 2019
3.7 Contact Center Software Market - Porter’s Five Forces Analysis
3.8 Contact Center Software Market - PESTEL Analysis
3.9 Global Contact Center Market Analysis
3.9.1 Global number of contact centers, 2016 - 2027
3.9.2 Global number of contact centers, by region, 2016 - 2027
3.9.3 Global number of agent positions, 2016 - 2027 (Million)
3.9.4 Global number of agent positions, by region, 2016 - 2027 (Million)
3.9.5 List of prominent players across the globe
3.9.5.1 North America
3.9.5.2 Europe
3.9.5.3 Asia Pacific
3.9.5.4 Latin America
3.9.5.5 MEA
3.9.6 Global contact centers with 1000+ agents size (2019)

Chapter 4 Contact Center Software Solution Outlook
4.1 Contact Center Software Market Share by Solution, 2019
4.2 Automatic Call Distribution (ACD)
4.2.1 ACD contact center software market, 2016 - 2027
4.3 Call Recording
4.3.1 Call recording contact center software market, 2016 - 2027
4.4 Computer Telephony Integration (CTI)
4.4.1 CTI contact center software market, 2016 - 2027
4.5 Customer Collaboration
4.5.1 Customer collaboration contact center software market, 2016 - 2027
4.6 Dialer
4.6.1 Dialer contact center software market, 2016 - 2027
4.7 Interactive Voice Responses (IVR)
4.7.1 IVR contact center software market, 2016 - 2027
4.8 Reporting & Analytics
4.8.1 Reporting & analytics contact center software market, 2016 - 2027
4.9 Workforce Optimization
4.9.1 Workforce optimization contact center software market, 2016 - 2027
4.10 Others
4.10.1 Other contact center software market, 2016 - 2027

Chapter 5 Contact Center Software Service Outlook
5.1 Contact Center Software Market Share by Service, 2019
5.2 Integration & Deployment
5.2.1 Integration & deployment service in contact center software market, 2016 - 2027
5.3 Support & Maintenance
5.3.1 Support & maintenance service in contact center software market, 2016 - 2027
5.4 Training & Consulting
5.4.1 Training & consulting service in contact center software market, 2016 - 2027
5.5 Managed Services
5.5.1 Managed services in contact center software market, 2016 - 2027

Chapter 6 Contact Center Software Deployment Outlook
6.1 Contact Center Software Market Share by Deployment, 2019
6.2 Hosted
6.2.1 Hosted contact center software market, 2016 - 2027
6.3 On-premise
6.3.1 On-premise contact center software market, 2016 - 2027

Chapter 7 Contact Center Software Enterprise Size Outlook
7.1 Contact Center Software Market Share by Enterprise Size, 2019
7.2 Large Enterprise
7.2.1 Contact center software market for large enterprise, 2016 - 2027
7.3 Small & Medium Enterprise
7.3.1 Contact center software market for small & medium enterprise, 2016 - 2027

Chapter 8 Contact Center Software End Use Outlook
8.1 Contact Center Software Market Share by End Use, 2019
8.2 BFSI
8.2.1 Contact center software market in BFSI, 2016 - 2027
8.3 Consumer Goods & Retail
8.3.1 Contact center software market in consumer goods & retail, 2016 - 2027
8.4 Government
8.4.1 Contact center software market in government, 2016 - 2027
8.5 Healthcare
8.5.1 Contact center software market in healthcare, 2016 - 2027
8.6 IT & Telecom
8.6.1 Contact center software market in IT & telecom, 2016 - 2027
8.7 Travel & Hospitality
8.7.1 Contact center software market in manufacturing, 2016 - 2027
8.8 Others
8.8.1 Contact center software market in other end use, 2016 - 2027

Chapter 9 Contact Center Software Regional Outlook
9.1 Contact Center Software Market Share by Region, 2019
9.2 North America
9.2.1 North America contact center software market, 2016 - 2027
9.2.2 North America contact center software market, by solution, 2016 - 2027
9.2.3 North America contact center software market, by service, 2016 - 2027
9.2.4 North America contact center software market, by deployment, 2016 - 2027
9.2.5 North America contact center software market, by enterprise size, 2016 - 2027
9.2.6 North America contact center software market, by end use, 2016 - 2027
9.2.7 U.S.
9.2.7.1 U.S. contact center software market, 2016 - 2027
9.2.7.2 U.S. contact center software market, by solution, 2016 - 2027
9.2.7.3 U.S. contact center software market, by service, 2016 - 2027
9.2.7.4 U.S. contact center software market, by deployment, 2016 - 2027
9.2.7.5 U.S. contact center software market, by enterprise size, 2016 - 2027
9.2.7.6 U.S. contact center software market, by end use, 2016 - 2027
9.2.8 Canada
9.2.8.1 Canada contact center software market, 2016 - 2027
9.2.8.2 Canada contact center software market, by solution, 2016 - 2027
9.2.8.3 Canada contact center software market, by service, 2016 - 2027
9.2.8.4 Canada contact center software market, by deployment, 2016 - 2027
9.2.8.5 Canada contact center software market, by enterprise size, 2016 - 2027
9.2.8.6 Canada contact center software market, by end use, 2016 - 2027
9.3 Europe
9.3.1 Europe contact center software market, 2016 - 2027
9.3.2 Europe contact center software market, by solution, 2016 - 2027
9.3.3 Europe contact center software market, by service, 2016 - 2027
9.3.4 Europe contact center software market, by deployment, 2016 - 2027
9.3.5 Europe contact center software market, by enterprise size, 2016 - 2027
9.3.6 Europe contact center software market, by end use, 2016 - 2027
9.3.7 Germany
9.3.7.1 Germany contact center software market, 2016 - 2027
9.3.7.2 Germany contact center software market, by solution, 2016 - 2027
9.3.7.3 Germany contact center software market, by service, 2016 - 2027
9.3.7.4 Germany contact center software market, by deployment, 2016 - 2027
9.3.7.5 Germany contact center software market, by enterprise size, 2016 - 2027
9.3.7.6 Germany contact center software market, by end use, 2016 - 2027
9.3.8 U.K.
9.3.8.1 U.K. contact center software market, 2016 - 2027
9.3.8.2 U.K. contact center software market, by solution, 2016 - 2027
9.3.8.3 U.K. contact center software market, by service, 2016 - 2027
9.3.8.4 U.K. contact center software market, by deployment, 2016 - 2027
9.3.8.5 U.K. contact center software market, by enterprise size, 2016 - 2027
9.3.8.6 U.K. contact center software market, by end use, 2016 - 2027
9.3.9 Spain
9.3.9.1 Spain contact center software market, 2016 - 2027
9.3.9.2 Spain contact center software market, by solution, 2016 - 2027
9.3.9.3 Spain contact center software market, by service, 2016 - 2027
9.3.9.4 Spain contact center software market, by deployment, 2016 - 2027
9.3.9.5 Spain contact center software market, by enterprise size, 2016 - 2027
9.3.9.6 Spain contact center software market, by end use, 2016 - 2027
9.4 Asia Pacific
9.4.1 Asia Pacific contact center software market, 2016 - 2027
9.4.2 Asia Pacific contact center software market, by solution, 2016 - 2027
9.4.3 Asia Pacific contact center software market, by service, 2016 - 2027
9.4.4 Asia Pacific contact center software market, by deployment, 2016 - 2027
9.4.5 Asia Pacific contact center software market, by enterprise size, 2016 - 2027
9.4.6 Asia Pacific contact center software market, by end use, 2016 - 2027
9.4.7 China
9.4.7.1 China contact center software market, 2016 - 2027
9.4.7.2 China contact center software market, by solution, 2016 - 2027
9.4.7.3 China contact center software market, by service, 2016 - 2027
9.4.7.4 China contact center software market, by deployment, 2016 - 2027
9.4.7.5 China contact center software market, by enterprise size, 2016 - 2027
9.4.7.6 China contact center software market, by end use, 2016 - 2027
9.4.8 India
9.4.8.1 India contact center software market, 2016 - 2027
9.4.8.2 India contact center software market, by solution, 2016 - 2027
9.4.8.3 India contact center software market, by service, 2016 - 2027
9.4.8.4 India contact center software market, by deployment, 2016 - 2027
9.4.8.5 India contact center software market, by enterprise size, 2016 - 2027
9.4.8.6 India contact center software market, by end use, 2016 - 2027
9.4.9 Japan
9.4.9.1 Japan contact center software market, 2016 - 2027
9.4.9.2 Japan contact center software market, by solution, 2016 - 2027
9.4.9.3 Japan contact center software market, by service, 2016 - 2027
9.4.9.4 Japan contact center software market, by deployment, 2016 - 2027
9.4.9.5 Japan contact center software market, by enterprise size, 2016 - 2027
9.4.9.6 Japan contact center software market, by end use, 2016 - 2027
9.5 Latin America
9.5.1 Latin America contact center software market, 2016 - 2027
9.5.2 Latin America contact center software market, by solution, 2016 - 2027
9.5.3 Latin America contact center software market, by service, 2016 - 2027
9.5.4 Latin America contact center software market, by deployment, 2016 - 2027
9.5.5 Latin America contact center software market, by enterprise size, 2016 - 2027
9.5.6 Latin America contact center software market, by end use, 2016 - 2027
9.5.7 Brazil
9.5.7.1 Brazil contact center software market, 2016 - 2027
9.5.7.2 Brazil contact center software market, by solution, 2016 - 2027
9.5.7.3 Brazil contact center software market, by service, 2016 - 2027
9.5.7.4 Brazil contact center software market, by deployment, 2016 - 2027
9.5.7.5 Brazil contact center software market, by enterprise size, 2016 - 2027
9.5.7.6 Brazil contact center software market, by end use, 2016 - 2027
9.6 MEA
9.6.1 MEA contact center software market, 2016 - 2027
9.6.2 MEA contact center software market, by solution, 2016 - 2027
9.6.3 MEA contact center software market, by service, 2016 - 2027
9.6.4 MEA contact center software market, by deployment, 2016 - 2027
9.6.5 MEA contact center software market, by enterprise size, 2016 - 2027
9.6.6 MEA contact center software market, by end use, 2016 - 2027

Chapter 10 Competitive Landscape
10.1 Alcatel Lucent Enterprise
10.1.1 Company overview
10.1.2 Product benchmarking
10.1.3 Strategic initiatives
10.2 Avaya Inc.
10.2.1 Company overview
10.2.2 Financial performance
10.2.3 Product benchmarking
10.2.4 Strategic initiatives
10.3 Cisco Systems, Inc.
10.3.1 Company overview
10.3.1 Financial performance
10.3.2 Product benchmarking
10.3.3 Strategic initiatives
10.4 Enghouse Interactive Inc.
10.4.1 Company overview
10.4.2 Financial performance
10.4.3 Product benchmarking
10.4.4 Strategic initiatives
10.5 Five9, Inc.
10.5.1 Company overview
10.5.2 Financial performance
10.5.3 Product benchmarking
10.5.4 Strategic initiatives
10.6 Genesys
10.6.1 Company overview
10.6.2 Product benchmarking
10.6.3 Strategic initiatives
10.7 Microsoft Corporation
10.7.1 Company overview
10.7.2 Financial performance
10.7.3 Product benchmarking
10.7.4 Strategic initiatives
10.8 NEC Corporation
10.8.1 Company overview
10.8.2 Product benchmarking
10.8.3 Strategic initiatives
10.9 SAP SE
10.9.1 Company overview
10.9.2 Financial performance
10.9.3 Product benchmarking
10.9.4 Strategic initiatives
10.10 Unify Inc.
10.10.1 Company overview
10.10.2 Product benchmarking
10.10.3 Strategic initiatives
10.11 List of Prominent Market Players


*Full List of Tables and Figures Available on Enquiry.
Note: Product cover images may vary from those shown
3 of 3

Loading
LOADING...

4 of 3
  • Alcatel Lucent Enterprise
  • Avaya Inc.
  • Cisco Systems, Inc.
  • Enghouse Interactive Inc.
  • Five9, Inc.
  • Genesys
  • Microsoft Corporation
  • NEC Corporation
  • SAP SE
  • Unify Inc.
Note: Product cover images may vary from those shown
Adroll
adroll