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

  • KMI168371
  • Sep 2017
  • 165 pages
  • Telecom and IT
Contact Center Software Market by Solution (Customer Collaboration, Dialers, ACS, IVR, CTI, Workforce Optimization, Reporting, and Analytics), Service, Deployment Type (On-Premises and Cloud), Organization Size, Vertical, and Region - Global Forecast to 2022

“Seamless customer experience and automation of inbound and outbound processes are driving the contact center software market”
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 Compound Annual Growth Rate (CAGR) of 13.8%. 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.
INTRODUCTION
OBJECTIVES OF THE STUDY
MARKET DEFINITION
MARKET SCOPE
YEARS CONSIDERED FOR THE STUDY
CURRENCY
STAKEHOLDERS
RESEARCH METHODOLOGY
RESEARCH DATA
SECONDARY DATA
PRIMARY DATA
MARKET SIZE ESTIMATION
RESEARCH ASSUMPTIONS AND LIMITATIONS
LIMITATIONS
MICROQUADRANT OVERVIEW
MICROQUADRANT DESCRIPTION
EXECUTIVE SUMMARY
PREMIUM INSIGHTS
ATTRACTIVE MARKET OPPORTUNITIES IN THE CONTACT CENTER SOFTWARE MARKET
CONTACT CENTER SOFTWARE MARKET, BY COMPONENT
CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT TYPE
CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE
CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE
CONTACT CENTER SOFTWARE MARKET, BY VERTICAL AND REGION
LIFECYCLE ANALYSIS, BY REGION
MARKET OVERVIEW AND INDUSTRY TRENDS
INTRODUCTION
MARKET DYNAMICS
DRIVERS
RESTRAINTS
OPPORTUNITIES
CHALLENGES
INDUSTRY TRENDS
INNOVATION SPOTLIGHT
CONTACT CENTER SOFTWARE MARKET ANALYSIS, BY COMPONENT
INTRODUCTION
Table CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
SOFTWARE
Table SOFTWARE: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2015-2022 (USD MILLION)
INTERACTIVE VOICE RESPONSE
Table INTERACTIVE VOICE RESPONSE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
CALL ROUTING
Table CALL ROUTING MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
AUTOMATIC CALL DISTRIBUTION
Table AUTOMATIC CALL DISTRIBUTION MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
COMPUTER TELEPHONY INTEGRATION
Table COMPUTER TELEPHONY INTEGRATION MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
CUSTOMER COLLABORATION
Table CUSTOMER COLLABORATION MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
DIALER
Table DIALER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
Table PREVIEW DIALER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
Table PROGRESSIVE DIALER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
Table PREDICTIVE DIALER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
REPORTING AND ANALYTICS
Table REPORTING AND ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
WORKFORCE OPTIMIZATION
Table WORKFORCE OPTIMIZATION MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
CALL RECORDING
Table CALL RECORDING MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
OTHERS
Table OTHER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
SERVICES
Table SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2015-2022 (USD MILLION)
PROFESSIONAL SERVICES
Table PROFESSIONAL SERVICES MARKET SIZE, BY TYPE, 2015-2022 (USD MILLION)
Table PROFESSIONAL SERVICES MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
Table INTEGRATION AND IMPLEMENTATION MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
Table CONSULTING MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
Table TRAINING AND SUPPORT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
MANAGED SERVICES
Table MANAGED SERVICES MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
CONTACT CENTER SOFTWARE MARKET ANALYSIS, BY DEPLOYMENT TYPE
INTRODUCTION
Table CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2022 (USD MILLION)
CLOUD
Table CLOUD MARKET SIZE, BY REGION 2015-2022 (USD MILLION)
ON-PREMISES
Table ON-PREMISES MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
CONTACT CENTER SOFTWARE MARKET ANALYSIS, BY ORGANIZATION SIZE
INTRODUCTION
Table CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
LARGE ENTERPRISES
Table LARGE ENTERPRISES MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
SMALL AND MEDIUM-SIZED ENTERPRISES
Table SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
CONTACT CENTER SOFTWARE MARKET ANALYSIS, BY VERTICAL
INTRODUCTION
Table CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
BANKING, FINANCIAL SERVICES, AND INSURANCE
Table BANKING, FINANCIAL SERVICES, AND INSURANCE: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
RETAIL AND CONSUMER GOODS
Table RETAIL AND CONSUMER GOODS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
IT AND TELECOM
Table IT AND TELECOM: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
HEALTHCARE
Table HEALTHCARE: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
TRAVEL AND HOSPITALITY
Table TRAVEL AND HOSPITALITY: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
GOVERNMENT
Table GOVERNMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
MEDIA AND ENTERTAINMENT
Table MEDIA AND ENTERTAINMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
OTHERS
Table OTHERS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
GEOGRAPHIC ANALYSIS
INTRODUCTION
Table CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
NORTH AMERICA
Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE TYPE, 2015-2022 (USD MILLION)
Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2015-2022 (USD MILLION)
Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2022 (USD MILLION)
Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
Table NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
EUROPE
Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE TYPE, 2015-2022 (USD MILLION)
Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2015-2022 (USD MILLION)
Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2022 (USD MILLION)
Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
Table EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
ASIA PACIFIC
Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE TYPE, 2015-2022 (USD MILLION)
Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2015-2022 (USD MILLION)
Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2022 (USD MILLION)
Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
Table ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
MIDDLE EAST AND AFRICA
Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE TYPE, 2015-2022 (USD MILLION)
Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2015-2022 (USD MILLION)
Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2022 (USD MILLION)
Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
Table MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
LATIN AMERICA
Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOFTWARE TYPE, 2015-2022 (USD MILLION)
Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DIALER TYPE, 2015-2022 (USD MILLION)
Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2022 (USD MILLION)
Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
Table LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
COMPETITIVE LANDSCAPE
MICROQUADRANT OVERVIEW
VISIONARY LEADERS
INNOVATORS
DYNAMIC DIFFERENTIATORS
EMERGING COMPANIES
COMPETITIVE BENCHMARKING
STRENGTH OF PRODUCT PORTFOLIO IN THE CONTACT CENTER SOFTWARE MARKET
BUSINESS STRATEGY EXCELLENCE ADOPTED IN THE CONTACT CENTER SOFTWARE MARKET
Table MARKET RANKING FOR THE CONTACT CENTER SOFTWARE MARKET
COMPANY PROFILES
8X8, INC.
OVERVIEW
STRENGTH OF PRODUCT PORTFOLIO
BUSINESS STRATEGY EXCELLENCE
RECENT DEVELOPMENTS
ALCATEL-LUCENT ENTERPRISE
OVERVIEW
STRENGTH OF PRODUCT PORTFOLIO
BUSINESS STRATEGY EXCELLENCE
RECENT DEVELOPMENTS
AMEYO (DRISHTI-SOFT)
OVERVIEW
STRENGTH OF PRODUCT PORTFOLIO
BUSINESS STRATEGY EXCELLENCE
RECENT DEVELOPMENTS
AVAYA INC.
OVERVIEW
STRENGTH OF PRODUCT PORTFOLIO
BUSINESS STRATEGY EXCELLENCE
RECENT DEVELOPMENTS
CISCO
OVERVIEW
STRENGTH OF PRODUCT PORTFOLIO
BUSINESS STRATEGY EXCELLENCE
RECENT DEVELOPMENTS
ENGHOUSE INTERACTIVE INC.
OVERVIEW
STRENGTH OF PRODUCT PORTFOLIO
BUSINESS STRATEGY EXCELLENCE
RECENT DEVELOPMENTS
FIVE9, INC.
OVERVIEW
STRENGTH OF PRODUCT PORTFOLIO
BUSINESS STRATEGY EXCELLENCE
RECENT DEVELOPMENTS
GENESYS
OVERVIEW
STRENGTH OF PRODUCT PORTFOLIO
BUSINESS STRATEGY EXCELLENCE
RECENT DEVELOPMENTS
HUAWEI TECHNOLOGIES CO., LTD.
OVERVIEW
STRENGTH OF PRODUCT PORTFOLIO
BUSINESS STRATEGY EXCELLENCE
RECENT DEVELOPMENTS
MITEL NETWORKS CORPORATION
OVERVIEW
STRENGTH OF PRODUCT PORTFOLIO
BUSINESS STRATEGY EXCELLENCE
RECENT DEVELOPMENTS
ORACLE
OVERVIEW
STRENGTH OF PRODUCT PORTFOLIO
BUSINESS STRATEGY EXCELLENCE
RECENT DEVELOPMENTS
SAP
OVERVIEW
STRENGTH OF PRODUCT PORTFOLIO
BUSINESS STRATEGY EXCELLENCE
RECENT DEVELOPMENTS
UNIFY, INC.
OVERVIEW
STRENGTH OF PRODUCT PORTFOLIO
BUSINESS STRATEGY EXCELLENCE
RECENT DEVELOPMENTS
APPENDIX
KEY INDUSTRY INSIGHTS
DISCUSSION GUIDE
KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
INTRODUCING RT: REAL TIME MARKET INTELLIGENCE
AVAILABLE CUSTOMIZATIONS
RELATED REPORTS
AUTHOR DETAILS

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