+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 - Global Market Trajectory & Analytics

  • ID: 4804643
  • Report
  • July 2020
  • Region: Global
  • 194 pages
  • Global Industry Analysts, Inc
1 of 3

FEATURED COMPANIES

  • 3Clogic
  • Avaya
  • Fenero
  • IBM Corporation
  • Ringcentral
  • Vocalcom
  • MORE
Global Contact Center Software Market to Reach US$52.4 Billion by the Year 2027

Amid the COVID-19 crisis, the global market for Contact Center Software estimated at US$20.6 Billion in the year 2020, is projected to reach a revised size of US$52.4 Billion by 2027, growing at a CAGR of 14.3% over the period 2020-2027.Software Solution, one of the segments analyzed in the report, is projected to grow at a 13.1% CAGR to reach US$33 Billion by the end of the analysis period. After an early analysis of the business implications of the pandemic and its induced economic crisis, growth in the Software Services segment is readjusted to a revised 16.6% CAGR for the next 7-year period. This segment currently accounts for a 32.1% share of the global Contact Center Software market.

The U. S. Accounts for Over 29.5% of Global Market Size in 2020, While China is Forecast to Grow at a 13.8% CAGR for the Period of 2020-2027

The Contact Center Software market in the U. S. is estimated at US$6.1 Billion in the year 2020. The country currently accounts for a 29.54% share in the global market. China, the world second largest economy, is forecast to reach an estimated market size of US$9.2 Billion in the year 2027 trailing a CAGR of 13.8% through 2027. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 12.6% and 12.3% respectively over the 2020-2027 period. Within Europe, Germany is forecast to grow at approximately 10.5% CAGR while Rest of European market (as defined in the study) will reach US$9.2 Billion by the year 2027.The publisher brings years of research experience to this 8th edition of our report. The 194-page report presents concise insights into how the pandemic has impacted production and the buy side for 2020 and 2021. A short-term phased recovery by key geography is also addressed.

Competitors identified in this market include, among others
  • 3CLogic
  • x, Inc.
  • Alcatel-Lucent Enterprise
  • Ameyo (Drishti-soft Solution Pvt. Ltd.)
  • Aspect Software, Inc.
  • Avaya, Inc.
  • BT Group plc
  • Cisco Systems, Inc.
  • Enghouse Interactive
  • Fenero, Inc.
  • Five9, Inc.
  • Genesys
  • Huawei Technologies Co., Ltd.
  • IBM Corporation
  • Mitel Networks Corp.
  • NEC Corporation
  • NICE Ltd.
  • Oracle Corporation
  • RingCentral, Inc
  • SAP SE
  • Solgari
  • Top Down Systems Corporation
  • Unify is part of Atos Group
  • Verizon Communications Inc.
  • Vocalcom Group
  • West Corporation
  • Zendesk, Inc.
  • ZTE Corporation

The global analysis and forecast periods covered within the report are 2020-2027 (Current & Future Analysis) and 2012-2019 (Historic Review). Research estimates are provided for 2020, while research projections cover the period 2021-2027.
Note: Product cover images may vary from those shown
2 of 3

FEATURED COMPANIES

  • 3Clogic
  • Avaya
  • Fenero
  • IBM Corporation
  • Ringcentral
  • Vocalcom
  • MORE

I. INTRODUCTION, METHODOLOGY & REPORT SCOPE

II. EXECUTIVE SUMMARY

1. MARKET OVERVIEW

Global Competitor Market Shares

Contact Center Software Competitor Market Share Scenario Worldwide (in %): 2019 & 2025

Impact of Covid-19 and a Looming Global Recession

2. FOCUS ON SELECT PLAYERS

3. MARKET TRENDS & DRIVERS

4. GLOBAL MARKET PERSPECTIVE

TABLE 1: Contact Center Software Global Market Estimates and Forecasts in US$ Million by Region/Country: 2020-2027
TABLE 2: Contact Center Software Global Retrospective Market Scenario in US$ Million by Region/Country: 2012-2019
TABLE 3: Contact Center Software Market Share Shift across Key Geographies Worldwide: 2012 VS 2020 VS 2027
TABLE 4: Software Solution (Component) World Market by Region/Country in US$ Million: 2020 to 2027
TABLE 5: Software Solution (Component) Historic Market Analysis by Region/Country in US$ Million: 2012 to 2019
TABLE 6: Software Solution (Component) Market Share Breakdown of Worldwide Sales by Region/Country: 2012 VS 2020 VS 2027
TABLE 7: Software Services (Component) Potential Growth Markets Worldwide in US$ Million: 2020 to 2027
TABLE 8: Software Services (Component) Historic Market Perspective by Region/Country in US$ Million: 2012 to 2019
TABLE 9: Software Services (Component) Market Sales Breakdown by Region/Country in Percentage: 2012 VS 2020 VS 2027
TABLE 10: BFSI (Vertical) Global Market Estimates & Forecasts in US$ Million by Region/Country: 2020-2027
TABLE 11: BFSI (Vertical) Retrospective Demand Analysis in US$ Million by Region/Country: 2012-2019
TABLE 12: BFSI (Vertical) Market Share Breakdown by Region/Country: 2012 VS 2020 VS 2027
TABLE 13: Consumer Goods and retail (Vertical) Demand Potential Worldwide in US$ Million by Region/Country: 2020-2027
TABLE 14: Consumer Goods and retail (Vertical) Historic Sales Analysis in US$ Million by Region/Country: 2012-2019
TABLE 15: Consumer Goods and retail (Vertical) Share Breakdown Review by Region/Country: 2012 VS 2020 VS 2027
TABLE 16: Healthcare (Vertical) Worldwide Latent Demand Forecasts in US$ Million by Region/Country: 2020-2027
TABLE 17: Healthcare (Vertical) Global Historic Analysis in US$ Million by Region/Country: 2012-2019
TABLE 18: Healthcare (Vertical) Distribution of Global Sales by Region/Country: 2012 VS 2020 VS 2027
TABLE 19: IT and Telecom (Vertical) Sales Estimates and Forecasts in US$ Million by Region/Country for the Years 2020 through 2027
TABLE 20: IT and Telecom (Vertical) Analysis of Historic Sales in US$ Million by Region/Country for the Years 2012 to 2019
TABLE 21: IT and Telecom (Vertical) Global Market Share Distribution by Region/Country for 2012, 2020, and 2027
TABLE 22: Government (Vertical) Global Opportunity Assessment in US$ Million by Region/Country: 2020-2027
TABLE 23: Government (Vertical) Historic Sales Analysis in US$ Million by Region/Country: 2012-2019
TABLE 24: Government (Vertical) Percentage Share Breakdown of Global Sales by Region/Country: 2012 VS 2020 VS 2027
TABLE 25: Travel and Hospitality (Vertical) Worldwide Sales in US$ Million by Region/Country: 2020-2027
TABLE 26: Travel and Hospitality (Vertical) Historic Demand Patterns in US$ Million by Region/Country: 2012-2019
TABLE 27: Travel and Hospitality (Vertical) Market Share Shift across Key Geographies: 2012 VS 2020 VS 2027
TABLE 28: Media and Entertainment (Vertical) Global Market Estimates & Forecasts in US$ Million by Region/Country: 2020-2027
TABLE 29: Media and Entertainment (Vertical) Retrospective Demand Analysis in US$ Million by Region/Country: 2012-2019
TABLE 30: Media and Entertainment (Vertical) Market Share Breakdown by Region/Country: 2012 VS 2020 VS 2027
TABLE 31: Other Verticals (Vertical) Demand Potential Worldwide in US$ Million by Region/Country: 2020-2027
TABLE 32: Other Verticals (Vertical) Historic Sales Analysis in US$ Million by Region/Country: 2012-2019
TABLE 33: Other Verticals (Vertical) Share Breakdown Review by Region/Country: 2012 VS 2020 VS 2027

III. MARKET ANALYSIS

GEOGRAPHIC MARKET ANALYSIS

UNITED STATES

Market Facts & Figures

US Contact Center Software Market Share (in %) by Company: 2019 & 2025

Market Analytics
TABLE 34: United States Contact Center Software Market Estimates and Projections in US$ Million by Component: 2020 to 2027
TABLE 35: Contact Center Software Market in the United States by Component: A Historic Review in US$ Million for 2012-2019
TABLE 36: United States Contact Center Software Market Share Breakdown by Component: 2012 VS 2020 VS 2027
TABLE 37: United States Contact Center Software Latent Demand Forecasts in US$ Million by Vertical: 2020 to 2027
TABLE 38: Contact Center Software Historic Demand Patterns in the United States by Vertical in US$ Million for 2012-2019
TABLE 39: Contact Center Software Market Share Breakdown in the United States by Vertical: 2012 VS 2020 VS 2027

CANADA

TABLE 40: Canadian Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2020 to 2027
TABLE 41: Canadian Contact Center Software Historic Market Review by Component in US$ Million: 2012-2019
TABLE 42: Contact Center Software Market in Canada: Percentage Share Breakdown of Sales by Component for 2012, 2020, and 2027
TABLE 43: Canadian Contact Center Software Market Quantitative Demand Analysis in US$ Million by Vertical: 2020 to 2027
TABLE 44: Contact Center Software Market in Canada: Summarization of Historic Demand Patterns in US$ Million by Vertical for 2012-2019
TABLE 45: Canadian Contact Center Software Market Share Analysis by Vertical: 2012 VS 2020 VS 2027

JAPAN

TABLE 46: Japanese Market for Contact Center Software: Annual Sales Estimates and Projections in US$ Million by Component for the Period 2020-2027
TABLE 47: Contact Center Software Market in Japan: Historic Sales Analysis in US$ Million by Component for the Period 2012-2019
TABLE 48: Japanese Contact Center Software Market Share Analysis by Component: 2012 VS 2020 VS 2027
TABLE 49: Japanese Demand Estimates and Forecasts for Contact Center Software in US$ Million by Vertical: 2020 to 2027
TABLE 50: Japanese Contact Center Software Market in US$ Million by Vertical: 2012-2019
TABLE 51: Contact Center Software Market Share Shift in Japan by Vertical: 2012 VS 2020 VS 2027

CHINA

TABLE 52: Chinese Contact Center Software Market Growth Prospects in US$ Million by Component for the Period 2020-2027
TABLE 53: Contact Center Software Historic Market Analysis in China in US$ Million by Component: 2012-2019
TABLE 54: Chinese Contact Center Software Market by Component: Percentage Breakdown of Sales for 2012, 2020, and 2027
TABLE 55: Chinese Demand for Contact Center Software in US$ Million by Vertical: 2020 to 2027
TABLE 56: Contact Center Software Market Review in China in US$ Million by Vertical: 2012-2019
TABLE 57: Chinese Contact Center Software Market Share Breakdown by Vertical: 2012 VS 2020 VS 2027

EUROPE

Market Facts & Figures

European Contact Center Software Market: Competitor Market Share Scenario (in %) for 2019 & 2025

Market Analytics
TABLE 58: European Contact Center Software Market Demand Scenario in US$ Million by Region/Country: 2020-2027
TABLE 59: Contact Center Software Market in Europe: A Historic Market Perspective in US$ Million by Region/Country for the Period 2012-2019
TABLE 60: European Contact Center Software Market Share Shift by Region/Country: 2012 VS 2020 VS 2027
TABLE 61: European Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2020-2027
TABLE 62: Contact Center Software Market in Europe in US$ Million by Component: A Historic Review for the Period 2012-2019
TABLE 63: European Contact Center Software Market Share Breakdown by Component: 2012 VS 2020 VS 2027
TABLE 64: European Contact Center Software Addressable Market Opportunity in US$ Million by Vertical: 2020-2027
TABLE 65: Contact Center Software Market in Europe: Summarization of Historic Demand in US$ Million by Vertical for the Period 2012-2019
TABLE 66: European Contact Center Software Market Share Analysis by Vertical: 2012 VS 2020 VS 2027

FRANCE

TABLE 67: Contact Center Software Market in France by Component: Estimates and Projections in US$ Million for the Period 2020-2027
TABLE 68: French Contact Center Software Historic Market Scenario in US$ Million by Component: 2012-2019
TABLE 69: French Contact Center Software Market Share Analysis by Component: 2012 VS 2020 VS 2027
TABLE 70: Contact Center Software Quantitative Demand Analysis in France in US$ Million by Vertical: 2020-2027
TABLE 71: French Contact Center Software Historic Market Review in US$ Million by Vertical: 2012-2019
TABLE 72: French Contact Center Software Market Share Analysis: A 17-Year Perspective by Vertical for 2012, 2020, and 2027

GERMANY

TABLE 73: Contact Center Software Market in Germany: Recent Past, Current and Future Analysis in US$ Million by Component for the Period 2020-2027
TABLE 74: German Contact Center Software Historic Market Analysis in US$ Million by Component: 2012-2019
TABLE 75: German Contact Center Software Market Share Breakdown by Component: 2012 VS 2020 VS 2027
TABLE 76: Contact Center Software Market in Germany: Annual Sales Estimates and Forecasts in US$ Million by Vertical for the Period 2020-2027
TABLE 77: German Contact Center Software Market in Retrospect in US$ Million by Vertical: 2012-2019
TABLE 78: Contact Center Software Market Share Distribution in Germany by Vertical: 2012 VS 2020 VS 2027

ITALY

TABLE 79: Italian Contact Center Software Market Growth Prospects in US$ Million by Component for the Period 2020-2027
TABLE 80: Contact Center Software Historic Market Analysis in Italy in US$ Million by Component: 2012-2019
TABLE 81: Italian Contact Center Software Market by Component: Percentage Breakdown of Sales for 2012, 2020, and 2027
TABLE 82: Italian Demand for Contact Center Software in US$ Million by Vertical: 2020 to 2027
TABLE 83: Contact Center Software Market Review in Italy in US$ Million by Vertical: 2012-2019
TABLE 84: Italian Contact Center Software Market Share Breakdown by Vertical: 2012 VS 2020 VS 2027

UNITED KINGDOM

TABLE 85: United Kingdom Market for Contact Center Software: Annual Sales Estimates and Projections in US$ Million by Component for the Period 2020-2027
TABLE 86: Contact Center Software Market in the United Kingdom: Historic Sales Analysis in US$ Million by Component for the Period 2012-2019
TABLE 87: United Kingdom Contact Center Software Market Share Analysis by Component: 2012 VS 2020 VS 2027
TABLE 88: United Kingdom Demand Estimates and Forecasts for Contact Center Software in US$ Million by Vertical: 2020 to 2027
TABLE 89: United Kingdom Contact Center Software Market in US$ Million by Vertical: 2012-2019
TABLE 90: Contact Center Software Market Share Shift in the United Kingdom by Vertical: 2012 VS 2020 VS 2027

REST OF EUROPE

TABLE 91: Rest of Europe Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2020-2027
TABLE 92: Contact Center Software Market in Rest of Europe in US$ Million by Component: A Historic Review for the Period 2012-2019
TABLE 93: Rest of Europe Contact Center Software Market Share Breakdown by Component: 2012 VS 2020 VS 2027
TABLE 94: Rest of Europe Contact Center Software Addressable Market Opportunity in US$ Million by Vertical: 2020-2027
TABLE 95: Contact Center Software Market in Rest of Europe: Summarization of Historic Demand in US$ Million by Vertical for the Period 2012-2019
TABLE 96: Rest of Europe Contact Center Software Market Share Analysis by Vertical: 2012 VS 2020 VS 2027

ASIA-PACIFIC

TABLE 97: Contact Center Software Market in Asia-Pacific by Component: Estimates and Projections in US$ Million for the Period 2020-2027
TABLE 98: Asia-Pacific Contact Center Software Historic Market Scenario in US$ Million by Component: 2012-2019
TABLE 99: Asia-Pacific Contact Center Software Market Share Analysis by Component: 2012 VS 2020 VS 2027
TABLE 100: Contact Center Software Quantitative Demand Analysis in Asia-Pacific in US$ Million by Vertical: 2020-2027
TABLE 101: Asia-Pacific Contact Center Software Historic Market Review in US$ Million by Vertical: 2012-2019
TABLE 102: Asia-Pacific Contact Center Software Market Share Analysis: A 17-Year Perspectiveby Vertical for 2012, 2020, and 2027

REST OF WORLD

TABLE 103: Rest of World Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2020 to 2027
TABLE 104: Rest of World Contact Center Software Historic Market Review by Component in US$ Million: 2012-2019
TABLE 105: Contact Center Software Market in Rest of World: Percentage Share Breakdown of Sales by Component for 2012, 2020, and 2027
TABLE 106: Rest of World Contact Center Software Market Quantitative Demand Analysis in US$ Million by Vertical: 2020 to 2027
TABLE 107: Contact Center Software Market in Rest of World: Summarization of Historic Demand Patterns in US$ Million by Vertical for 2012-2019
TABLE 108: Rest of World Contact Center Software Market Share Analysis by Vertical: 2012 VS 2020 VS 2027

IV. COMPETITION

Total Companies Profiled: 47

Note: Product cover images may vary from those shown
3 of 3

Loading
LOADING...

4 of 3
  • 3Clogic
  • 8X8
  • Alcatel-Lucent Enterprise
  • Ameyo (Drishti-Soft Solution Pvt. Ltd.)
  • Aspect Software
  • Avaya
  • BT Group Plc
  • Cisco Systems
  • Enghouse Interactive
  • Fenero
  • Five9
  • Genesys
  • Huawei Technologies
  • IBM Corporation
  • Mitel Networks Corporation
  • NEC Corporation
  • Nice
  • Oracle Corporation
  • Ringcentral
  • SAP Se
  • Solgari
  • Top Down Systems Corporation
  • Unify Software and Solutions Gmbh & Co. Kg
  • Vocalcom
  • Verizon Communications
  • West Corporation
  • ZTE Corporation
  • Zendesk, Inc.
Note: Product cover images may vary from those shown
Adroll
adroll