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Contact Center Software - Market Analysis, Trends, and Forecasts

  • ID: 4804643
  • Report
  • 166 pages
  • Global Industry Analysts, Inc
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FEATURED COMPANIES

  • 3Clogic
  • Avaya
  • Fenero
  • IBM Corporation
  • Ringcentral
  • Vocalcom
  • MORE
Contact Center Software market worldwide is projected to grow by US$29.9 Billion, driven by a compounded growth of 15.1%. Software Solution, one of the segments analyzed and sized in this study, displays the potential to grow at over 13.9%. The shifting dynamics supporting this growth makes it critical for businesses in this space to keep abreast of the changing pulse of the market. Poised to reach over US$30.4 Billion by the year 2025, Software Solution will bring in healthy gains adding significant momentum to global growth.

Representing the developed world, the United States will maintain a 16.2% growth momentum. Within Europe, which continues to remain an important element in the world economy, Germany will add over US$1.2 Billion to the region's size and clout in the next 5 to 6 years. Over US$1.4 Billion worth of projected demand in the region will come from Rest of Europe markets. In Japan, Software Solution will reach a market size of US$2.2 Billion by the close of the analysis period. As the world’s second largest economy and the new game changer in global markets, China exhibits the potential to grow at 14.9% over the next couple of years and add approximately US$5.3 Billion in terms of addressable opportunity for the picking by aspiring businesses and their astute leaders.

Presented in visually rich graphics are these and many more need-to-know quantitative data important in ensuring quality of strategy decisions, be it entry into new markets or allocation of resources within a portfolio. Several macroeconomic factors and internal market forces will shape growth and development of demand patterns in emerging countries in Asia-Pacific. All research viewpoints presented are based on validated engagements from influencers in the market, whose opinions supersede all other research methodologies.

Competitors identified in this market include:
  • 3CLogic
  • 8x8, 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
Note: Product cover images may vary from those shown
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FEATURED COMPANIES

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

I. METHODOLOGY

II. EXECUTIVE SUMMARY

1. MARKET OVERVIEW

Global Competitor Market Shares

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

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: 2018-2025

TABLE 2: Contact Center Software Global Retrospective Market Scenario in US$ Million by Region/Country: 2009-2017

TABLE 3: Contact Center Software Market Share Shift across Key Geographies Worldwide: 2009 VS 2019 VS 2025

TABLE 4: Software Solution (Component) World Market by Region/Country in US$ Million: 2018 to 2025

TABLE 5: Software Solution (Component) Historic Market Analysis by Region/Country in US$ Million: 2009 to 2017

TABLE 6: Software Solution (Component) Market Share Breakdown of Worldwide Sales by Region/Country: 2009 VS 2019 VS 2025

TABLE 7: Software Services (Component) Potential Growth Markets Worldwide in US$ Million: 2018 to 2025

TABLE 8: Software Services (Component) Historic Market Perspective by Region/Country in US$ Million: 2009 to 2017

TABLE 9: Software Services (Component) Market Sales Breakdown by Region/Country in Percentage: 2009 VS 2019 VS 2025

TABLE 10: BFSI (Vertical) Global Market Estimates & Forecasts in US$ Million by Region/Country: 2018-2025

TABLE 11: BFSI (Vertical) Retrospective Demand Analysis in US$ Million by Region/Country: 2009-2017

TABLE 12: BFSI (Vertical) Market Share Breakdown by Region/Country: 2009 VS 2019 VS 2025

TABLE 13: Consumer Goods and retail (Vertical) Demand Potential Worldwide in US$ Million by Region/Country: 2018-2025

TABLE 14: Consumer Goods and retail (Vertical) Historic Sales Analysis in US$ Million by Region/Country: 2009-2017

TABLE 15: Consumer Goods and retail (Vertical) Share Breakdown Review by Region/Country: 2009 VS 2019 VS 2025

TABLE 16: Healthcare (Vertical) Worldwide Latent Demand Forecasts in US$ Million by Region/Country: 2018-2025

TABLE 17: Healthcare (Vertical) Global Historic Analysis in US$ Million by Region/Country: 2009-2017

TABLE 18: Healthcare (Vertical) Distribution of Global Sales by Region/Country: 2009 VS 2019 VS 2025

TABLE 19: IT and Telecom (Vertical) Sales Estimates and Forecasts in US$ Million by Region/Country for the Years 2018 through 2025

TABLE 20: IT and Telecom (Vertical) Analysis of Historic Sales in US$ Million by Region/Country for the Years 2009 to 2017

TABLE 21: IT and Telecom (Vertical) Global Market Share Distribution by Region/Country for 2009, 2019, and 2025

TABLE 22: Government (Vertical) Global Opportunity Assessment in US$ Million by Region/Country: 2018-2025

TABLE 23: Government (Vertical) Historic Sales Analysis in US$ Million by Region/Country: 2009-2017

TABLE 24: Government (Vertical) Percentage Share Breakdown of Global Sales by Region/Country: 2009 VS 2019 VS 2025

TABLE 25: Travel and Hospitality (Vertical) Worldwide Sales in US$ Million by Region/Country: 2018-2025

TABLE 26: Travel and Hospitality (Vertical) Historic Demand Patterns in US$ Million by Region/Country: 2009-2017

TABLE 27: Travel and Hospitality (Vertical) Market Share Shift across Key Geographies: 2009 VS 2019 VS 2025

TABLE 28: Media and Entertainment (Vertical) Global Market Estimates & Forecasts in US$ Million by Region/Country: 2018-2025

TABLE 29: Media and Entertainment (Vertical) Retrospective Demand Analysis in US$ Million by Region/Country: 2009-2017

TABLE 30: Media and Entertainment (Vertical) Market Share Breakdown by Region/Country: 2009 VS 2019 VS 2025

TABLE 31: Other Verticals (Vertical) Demand Potential Worldwide in US$ Million by Region/Country: 2018-2025

TABLE 32: Other Verticals (Vertical) Historic Sales Analysis in US$ Million by Region/Country: 2009-2017

TABLE 33: Other Verticals (Vertical) Share Breakdown Review by Region/Country: 2009 VS 2019 VS 2025

III. MARKET ANALYSIS

GEOGRAPHIC MARKET ANALYSIS

UNITED STATES

Market Facts & Figures

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

TABLE 34: United States Contact Center Software Market Estimates and Projections in US$ Million by Component: 2018 to 2025

TABLE 35: Contact Center Software Market in the United States by Component: A Historic Review in US$ Million for 2009-2017

TABLE 36: United States Contact Center Software Market Share Breakdown by Component: 2009 VS 2019 VS 2025

TABLE 37: United States Contact Center Software Latent Demand Forecasts in US$ Million by Vertical: 2018 to 2025

TABLE 38: Contact Center Software Historic Demand Patterns in the United States by Vertical in US$ Million for 2009-2017

TABLE 39: Contact Center Software Market Share Breakdown in the United States by Vertical: 2009 VS 2019 VS 2025

CANADA

TABLE 40: Canadian Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2018 to 2025

TABLE 41: Canadian Contact Center Software Historic Market Review by Component in US$ Million: 2009-2017

TABLE 42: Contact Center Software Market in Canada: Percentage Share Breakdown of Sales by Component for 2009, 2019, and 2025

TABLE 43: Canadian Contact Center Software Market Quantitative Demand Analysis in US$ Million by Vertical: 2018 to 2025

TABLE 44: Contact Center Software Market in Canada: Summarization of Historic Demand Patterns in US$ Million by Vertical for 2009-2017

TABLE 45: Canadian Contact Center Software Market Share Analysis by Vertical: 2009 VS 2019 VS 2025

JAPAN

TABLE 46: Japanese Market for Contact Center Software: Annual Sales Estimates and Projections in US$ Million by Component for the Period 2018-2025

TABLE 47: Contact Center Software Market in Japan: Historic Sales Analysis in US$ Million by Component for the Period 2009-2017

TABLE 48: Japanese Contact Center Software Market Share Analysis by Component: 2009 VS 2019 VS 2025

TABLE 49: Japanese Demand Estimates and Forecasts for Contact Center Software in US$ Million by Vertical: 2018 to 2025

TABLE 50: Japanese Contact Center Software Market in US$ Million by Vertical: 2009-2017

TABLE 51: Contact Center Software Market Share Shift in Japan by Vertical: 2009 VS 2019 VS 2025

CHINA

TABLE 52: Chinese Contact Center Software Market Growth Prospects in US$ Million by Component for the Period 2018-2025

TABLE 53: Contact Center Software Historic Market Analysis in China in US$ Million by Component: 2009-2017

TABLE 54: Chinese Contact Center Software Market by Component: Percentage Breakdown of Sales for 2009, 2019, and 2025

TABLE 55: Chinese Demand for Contact Center Software in US$ Million by Vertical: 2018 to 2025

TABLE 56: Contact Center Software Market Review in China in US$ Million by Vertical: 2009-2017

TABLE 57: Chinese Contact Center Software Market Share Breakdown by Vertical: 2009 VS 2019 VS 2025

EUROPE

Market Facts & Figures

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

TABLE 58: European Contact Center Software Market Demand Scenario in US$ Million by Region/Country: 2018-2025

TABLE 59: Contact Center Software Market in Europe: A Historic Market Perspective in US$ Million by Region/Country for the Period 2009-2017

TABLE 60: European Contact Center Software Market Share Shift by Region/Country: 2009 VS 2019 VS 2025

TABLE 61: European Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2018-2025

TABLE 62: Contact Center Software Market in Europe in US$ Million by Component: A Historic Review for the Period 2009-2017

TABLE 63: European Contact Center Software Market Share Breakdown by Component: 2009 VS 2019 VS 2025

TABLE 64: European Contact Center Software Addressable Market Opportunity in US$ Million by Vertical: 2018-2025

TABLE 65: Contact Center Software Market in Europe: Summarization of Historic Demand in US$ Million by Vertical for the Period 2009-2017

TABLE 66: European Contact Center Software Market Share Analysis by Vertical: 2009 VS 2019 VS 2025

FRANCE

TABLE 67: Contact Center Software Market in France by Component: Estimates and Projections in US$ Million for the Period 2018-2025

TABLE 68: French Contact Center Software Historic Market Scenario in US$ Million by Component: 2009-2017

TABLE 69: French Contact Center Software Market Share Analysis by Component: 2009 VS 2019 VS 2025

TABLE 70: Contact Center Software Quantitative Demand Analysis in France in US$ Million by Vertical: 2018-2025

TABLE 71: French Contact Center Software Historic Market Review in US$ Million by Vertical: 2009-2017

TABLE 72: French Contact Center Software Market Share Analysis: A 17-Year Perspective by Vertical for 2009, 2019, and 2025

GERMANY

TABLE 73: Contact Center Software Market in Germany: Recent Past, Current and Future Analysis in US$ Million by Component for the Period 2018-2025

TABLE 74: German Contact Center Software Historic Market Analysis in US$ Million by Component: 2009-2017

TABLE 75: German Contact Center Software Market Share Breakdown by Component: 2009 VS 2019 VS 2025

TABLE 76: Contact Center Software Market in Germany: Annual Sales Estimates and Forecasts in US$ Million by Vertical for the Period 2018-2025

TABLE 77: German Contact Center Software Market in Retrospect in US$ Million by Vertical: 2009-2017

TABLE 78: Contact Center Software Market Share Distribution in Germany by Vertical: 2009 VS 2019 VS 2025

ITALY

TABLE 79: Italian Contact Center Software Market Growth Prospects in US$ Million by Component for the Period 2018-2025

TABLE 80: Contact Center Software Historic Market Analysis in Italy in US$ Million by Component: 2009-2017

TABLE 81: Italian Contact Center Software Market by Component: Percentage Breakdown of Sales for 2009, 2019, and 2025

TABLE 82: Italian Demand for Contact Center Software in US$ Million by Vertical: 2018 to 2025

TABLE 83: Contact Center Software Market Review in Italy in US$ Million by Vertical: 2009-2017

TABLE 84: Italian Contact Center Software Market Share Breakdown by Vertical: 2009 VS 2019 VS 2025

UNITED KINGDOM

TABLE 85: United Kingdom Market for Contact Center Software: Annual Sales Estimates and Projections in US$ Million by Component for the Period 2018-2025

TABLE 86: Contact Center Software Market in the United Kingdom: Historic Sales Analysis in US$ Million by Component for the Period 2009-2017

TABLE 87: United Kingdom Contact Center Software Market Share Analysis by Component: 2009 VS 2019 VS 2025

TABLE 88: United Kingdom Demand Estimates and Forecasts for Contact Center Software in US$ Million by Vertical: 2018 to 2025

TABLE 89: United Kingdom Contact Center Software Market in US$ Million by Vertical: 2009-2017

TABLE 90: Contact Center Software Market Share Shift in the United Kingdom by Vertical: 2009 VS 2019 VS 2025

REST OF EUROPE

TABLE 91: Rest of Europe Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2018-2025

TABLE 92: Contact Center Software Market in Rest of Europe in US$ Million by Component: A Historic Review for the Period 2009-2017

TABLE 93: Rest of Europe Contact Center Software Market Share Breakdown by Component: 2009 VS 2019 VS 2025

TABLE 94: Rest of Europe Contact Center Software Addressable Market Opportunity in US$ Million by Vertical: 2018-2025

TABLE 95: Contact Center Software Market in Rest of Europe: Summarization of Historic Demand in US$ Million by Vertical for the Period 2009-2017

TABLE 96: Rest of Europe Contact Center Software Market Share Analysis by Vertical: 2009 VS 2019 VS 2025

ASIA-PACIFIC

TABLE 97: Contact Center Software Market in Asia-Pacific by Component: Estimates and Projections in US$ Million for the Period 2018-2025

TABLE 98: Asia-Pacific Contact Center Software Historic Market Scenario in US$ Million by Component: 2009-2017

TABLE 99: Asia-Pacific Contact Center Software Market Share Analysis by Component: 2009 VS 2019 VS 2025

TABLE 100: Contact Center Software Quantitative Demand Analysis in Asia-Pacific in US$ Million by Vertical: 2018-2025

TABLE 101: Asia-Pacific Contact Center Software Historic Market Review in US$ Million by Vertical: 2009-2017

TABLE 102: Asia-Pacific Contact Center Software Market Share Analysis: A 17-Year Perspective by Vertical for 2009, 2019, and 2025

REST OF WORLD

TABLE 103: Rest of World Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2018 to 2025

TABLE 104: Rest of World Contact Center Software Historic Market Review by Component in US$ Million: 2009-2017

TABLE 105: Contact Center Software Market in Rest of World: Percentage Share Breakdown of Sales by Component for 2009, 2019, and 2025

TABLE 106: Rest of World Contact Center Software Market Quantitative Demand Analysis in US$ Million by Vertical: 2018 to 2025

TABLE 107: Contact Center Software Market in Rest of World: Summarization of Historic Demand Patterns in US$ Million by Vertical for 2009-2017

TABLE 108: Rest of World Contact Center Software Market Share Analysis by Vertical: 2009 VS 2019 VS 2025

IV. COMPETITION

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.

V. CURATED RESEARCH

Note: Product cover images may vary from those shown
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  • 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
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