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Contact Center Software Market Analysis- Industry Size, Share, Research Report, Insights, Covid-19 Impact, Statistics, Trends, Growth and Forecast 2022-2030

Published Date: July, 2022
No of Pages: 172
Delivery Format: PDF + Excel

$2,950.00

Description of the Report

The global software for contact centres market was worth $18,700 million in 2019 and is predicted to rise to $72,042 million in 2027. This will grow at a CAGR of 18.9 per cent from 2020 until 2027. Contact centre software assists multichannel as well as uni-channel call centres in efficiently managing the large volume of inbound and outbound communication with clients. Examples of customer communications include VoIP call, chat and fax, email text, chatbot conversation, SMS/text and social media messages. The primary purpose of the software is to send the customer’s contact information to agents and monitor and report on crucial data regarding customer interactions. The software lets businesses manage their customer interactions via the internet without the requirement for the use of in-house PBX phones. It’s affordable, simple to install and maintain, and provides businesses with greater control and visibility over their business operations. It improves the productivity and efficacy of a call centre, with particular concentration on interactions between the agents and their customers.

After the COVID-19 pandemic, most companies with existing systems on-premises are expected to shift their contact centres to the cloud, which will accelerate the adoption of cloud-based contact centre software quickly. For example, according to the NICE inContact survey, 66 per cent of the decision-makers in contact centres across three different regions who aren’t using cloud-based software for contact centres are planning to speed up their transition to the cloud in response to the epidemic.

Based on the component of the market, the solution segment showed the most growth in the contact centre software industry in the year 2019 and is predicted to continue its dominance in the coming years due to the increasing popularity of Interactive Voice Response (IVR) solutions that allow rapid resolution of questions over calls. Solutions let customers resolve issues related to their products independently instead of relying on customer service executives. But, the service segment is predicted to experience the most growth due to consumers’ widespread adoption of the services. It ensures the efficient operation of the software for contact centres throughout the entire process. Furthermore, the increase in the integration of new systems into existing ones in the workplace and the rapid growth in demand for the implementation of new software for contact centres will likely boost this sector’s expansion.

In terms of the deployment type, the on-premise market is responsible for a large proportion of worldwide market share because large corporations are reluctant to switch from on-premise solutions. On-premise software for contact centres is only responsible for updates and maintenance. However, the cloud-based segment is predicted to dominate the market because the accessibility of inexpensive internet connectivity is anticipated to increase the demand for cloud-based deployment of contact centre software in businesses.

In terms of size by enterprise, the global market for software for contact centres was dominated by the vast enterprise segment in the year 2019 and is anticipated to continue its lead in the coming years as large companies have a large number of clients across a variety of regions, and are responsible for expertise in technical areas, significant market share and efficient business strategies. So, companies in this sector are expected to use new technologies to manage their business.

North America dominates the contact centre software market, and companies across various industries in the region are swiftly taking on and investing in the latest technologies like big data analytics, big data, and cloud platforms. For instance, in October 2018, PHH Mortgage, leading sub-servicers for residential mortgages in the U.S., moved its contact centre to a cloud-based platform with Serenova. There are also an increasing number of businesses across the globe to improve their efficiency by enhancing both inbound and outbound operations, which is driving the market for contact centre software expansion. But, Asia-Pacific is expected to see the fastest growth during the forecast period due to the presence of a large customer base and many SMEs within the region.

The study focuses on growth opportunities, restrictions and market analysis. The report offers Porter’s Five Forces analysis for the software for contact centres market to study the impacts of different factors like bargaining power suppliers as well as the competitive intensity of their competitor’s threats from new competitors, the risk of substitutions and the bargaining power of buyers on the market for contact centre software developments.

 

Segment review

The market for software solutions for contact centres is divided according to components deployment, enterprise size, type of solution vertical, industry vertical, and location. Based on the component, the market is divided into solutions and services. Based on the deployment type, it is classified as cloud and on-premise. In terms of size, it is divided into large and medium enterprises. And medium-sized enterprises. Based on the type of solution, it is classified as automatic distribution of calls and recording. Based on the sector verticals, it can be classified into telecommunication and IT, BFSI, healthcare, consumer goods and retail media and entertainment, travel and hospitality, and others. In terms of the region, it is analyzed throughout North America, Europe, Asia-Pacific and LAMEA.

CoVID Impact Analysis

The 2027 estimate currently in place is predicted to be greater than the pre-COVID-19 estimates. The COVID-19 outbreak will have a minimal impact on the software growth for the contact centres market since its use has grown due to the new conditions. There is a demand for businesses to get rid of their outdated infrastructure and develop more flexible customer interaction methods. However, the effectiveness of customer service has been measured by the accuracy and speed of addressing requests. Furthermore, the growing trend of working at home (WFH) during the outbreak of the disease drives the adoption of software for contact centres to guarantee the continuity of business and increase productivity. For example, in April of 2020, VOO, a primary Belgium telecom provider, relocated its 188 agents from office to remote work within a week and then implemented an agile cloud-based solution for contact centres. This led to an increase in absenteeism, which decreased from 62 per cent to 5%, and daily calls per team increased between 1300 and 1800. This is which is a 38% improvement in productivity.

In addition, businesses with traditional systems will be required to switch their contact centres to cloud-based applications after the pandemic. For instance, in the NICE inContact survey, 66 per cent of the decision-makers in contact centres across three different regions where enterprises aren’t using cloud-based software for contact centres have a plan to speed up their transition to cloud-based software to the spread of the pandemic. This is a huge opportunity to grow the market post-pandemic.

Top factors that impact

The expansion of the global call centres software industry is due to the increased use of software for contact centres for businesses to enhance their customer service through various channels, including video, voice mobile, websites, and social media. Furthermore, the growth of multichannel communication methods, rapid developments in customer relations management, and the growing need for personalized services fuel the global software for the contact centres market. However, difficulties in connecting to legacy systems and the cost of in-house call centre software hinder the growth of the need to a certain degree. However, emerging technologies like artificial intelligence, cloud computing, predictive analysis and machine learning are predicted to bring lucrative opportunities to the market growth during the forecast time. Furthermore, consumers’ increasing social media usage is expected to create opportunities for market growth over the market forecast timeframe.

Advanced technologies are emerging.

Contact centres worldwide have realized the benefits and possibilities of implementing technologies like artificial intelligence (AI), Cloud computing, predictive analytics, and machine learning. They have therefore begun installing them into their systems. Implementing these technologies has opened up lucrative opportunities for companies selling them to provide seamless customer experiences. Due to the rapid growth of these tools, businesses can access insights and data that can help make successful business decision-making. AI is quickly being used to create automated bots and messaging, which has increased the efficiency of operations in general contact centres. However, Big Data Analytics allows companies to access customer and employee data and use the data to tackle issues with employee performance and customer experience.

The use of contact centre software by companies to improve customer service

Contact centres quickly utilize the contact centre application to handle client contacts through various methods like email, fax and phone. Contact centre software offers an advantage to companies across multiple industries to improve productivity by automating the inbound and outbound processes of the contact centre. An increasing number of companies worldwide are shifting their attention to providing a seamless experience for customers. Furthermore, in today’s highly competitive market, customers’ requirements are constantly changing. Consequently, customer experience is now an essential factor that influences the retention of customers. This is a significant factor driving the market’s expansion.

2027

North America

Europe

Asia-pacific

Lama

Asia-Pacific is expected to be one of the most critical regions.

Principal Benefits For Stakeholders

  • The study covers the market analysis for the contact centre software and trends and estimates to identify the upcoming investment pockets.
  • The report contains information about the most important drivers, restrictions and contact centre software market opportunities.
  • Contact Center Software Market size is analyzed. Contact Center Software Market size is calculated quantitatively between 2019 and 2027 to demonstrate the financial strength of the market.
  • Porter’s Five Forces analysis shows the potential of buyers and suppliers in the contact centre software market.

Contact Center Software Market Report Scope and Segmentation

ATTRIBUTESDETAILS
ESTIMATED YEAR2022
BASE YEAR2021
FORECAST YEAR2030
HISTORICAL YEAR2017-2021
UNITValue (USD Million/Billion)
BY REGIONNorth America, Europe, Asia Pacific, Latin America, Middle East and Africa

The Key Market Segments

    • By Component
      • Software
      • Services
    • By Deployment Mode
      • On-premise
      • Cloud
    • By Enterprise Size
      • Small and Medium Enterprises
      • Large Enterprises
    • By Industry Vertical
      • BFSI
      • Healthcare
      • Retail and E-Commerce
      • and Education. and Education
      • IT and Telecom
      • Hospitality and travel
      • Other
    • By Software Type
      • Intelligent Call Routing
      • IVR
      • Workforce Management
      • Analytics and Reporting
      • Security Functions
      • Intelligent Virtual Assistant
      • Other
    • By Region
      • North America
        • US
        • Canada
        • Mexico
      • Europe
        • Germany
        • Italy
        • France
        • UK
        • Spain
        • Poland
        • Russia
        • The Netherlands
        • Norway
        • Czech Republic
        • Rest of Europe
      • Asia Pacific
        • China
        • Japan
        • India
        • South Korea
        • Indonesia
        • Malaysia
        • Thailand
        • Singapore
        • Australia & New Zealand
        • Rest of Asia Pacific
      • South America
        • Brazil
        • Argentina
        • Colombia
        • Rest of South America
      • The Middle East & Africa
        • Saudi Arabia
        • UAE
        • South Africa
        • Northern Africa
        • Rest of MEA

 

The Key Market Player

  • ALCATEL-LUCENT ENTERPRISE
  • AVAYA, INC.
  • CISCO Systems, INC.
  • GENESYS
  • HUAWEI TECHNOLOGIES CO., LTD.
  • Microsoft Corporation
  • MIEL CORPORATION
  • NEC CORPORATION
  • NICE Systems LTD.
  • ORACLE CORPORATION
  • SAP SE

Table of Contents

CHAPTER 1:INTRODUCTION

1.1.REPORT DESCRIPTION
1.2.KEY BENEFITS FOR STAKEHOLDERS
1.3.KEY MARKET SEGMENTS

1.3.1.Key market players

1.4.RESEARCH METHODOLOGY

1.4.1.Secondary research
1.4.2.Primary research
1.4.3.Analyst tools & models

CHAPTER 2:EXECUTIVE SUMMARY

2.1.KEY FINDINGS

2.1.1.Top impacting factors
2.1.2.Top investment pockets

2.2.CXO PERSPECTIVE

CHAPTER 3:MARKET OVERVIEW

3.1.MARKET DEFINITION AND SCOPE
3.2.KEY FORCES SHAPING THE CONTACT CENTER SOFTWARE MARKET
3.3.MARKET DYNAMICS

3.3.1.Drivers

3.3.1.1.Upsurge in usage of contact center software among organizations to enhance customer experience
3.3.1.2.The rise in omnichannel communication approach
3.3.1.3.Rapid advancements in the field of customer relationship management
3.3.1.4.The surge in need for personalized services
3.3.1.5.Growing adoption of cloud-based contact center software during to COVID-19 pandemic

3.3.2.Restraints

3.3.2.1.Difficulty while integrating with legacy systems
3.3.2.2.Cost issues in case of on-premise call center software

3.3.3.Opportunities

3.3.3.1.Emergence of advanced technologies such as artificial intelligence, predictive analysis, cloud computing, and machine learning
3.3.3.2.Surge in the usage of social media by customers

3.4.IMPACT OF GOVERNMENT REGULATIONS ON THE GLOBAL CONTACT CENTER SOFTWARE MARKET
3.5.PATENT ANALYSIS

3.5.1.By region (2000-2020)
3.5.2.By applicant

3.6.CASE STUDIES

3.6.1.Case Study 01
3.6.2.Case Study 02

3.7.COVID-19 IMPACT ANALYSIS ON THE CONTACT CENTER SOFTWARE MARKET

3.7.1.Impact on market size
3.7.2.Consumer trends, preferences, and budget impact
3.7.3.Economic impact
3.7.4.Key player strategies to tackle negative impact
3.7.5.Opportunity window

CHAPTER 4:CONTACT CENTER SOFTWARE MARKET, BY COMPONENT

4.1.OVERVIEW
4.2.SOFTWARE

4.2.1.Key market trends, growth factors, and opportunities
4.2.2.Market size and forecast, by region
4.2.3.Market analysis, by country

4.3.SERVICES

4.3.1.Key market trends, growth factors, and opportunities
4.3.2.Market size and forecast, by region
4.3.3.Market analysis, by country

CHAPTER 5:CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE

5.1.OVERVIEW
5.2.INTELLIGENT CALL ROUTING

5.2.1.Key market trends, growth factors, and opportunities
5.2.2.Market size and forecast, by region
5.2.3.Market analysis, by country

5.3.IVR

5.3.1.Key market trends, growth factors, and opportunities
5.3.2.Market size and forecast, by region
5.3.3.Market analysis, by country

5.4.WORKFORCE MANAGEMENT

5.4.1.Key market trends, growth factors, and opportunities
5.4.2.Market size and forecast, by region
5.4.3.Market analysis, by country

5.5.REPORTING AND ANALYTICS

5.5.1.Key market trends, growth factors, and opportunities
5.5.2.Market size and forecast, by region
5.5.3.Market analysis, by country

5.6.SECURITY FUNCTIONS

5.6.1.Key market trends, growth factors, and opportunities
5.6.2.Market size and forecast, by region
5.6.3.Market analysis, by country

5.7.INTELLIGENT VIRTUAL ASSISTANT

5.7.1.Key market trends, growth factors, and opportunities
5.7.2.Market size and forecast, by region
5.7.3.Market analysis, by country

5.8.OTHERS

5.8.1.Key market trends, growth factors, and opportunities
5.8.2.Market size and forecast, by region
5.8.3.Market analysis, by country

CHAPTER 6:CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE

6.1.OVERVIEW
6.2.ON-PREMISE

6.2.1.Key market trends, growth factors, and opportunities
6.2.2.Market size and forecast, by region
6.2.3.Market analysis, by country

6.3.CLOUD

6.3.1.Key market trends, growth factors, and opportunities
6.3.2.Market size and forecast, by region
6.3.3.Market analysis, by country

CHAPTER 7:CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE

7.1.OVERVIEW
7.2.SMALL AND MEDIUM ENTERPRISES

7.2.1.Key market trends, growth factors, and opportunities
7.2.2.Market size and forecast, by region
7.2.3.Market analysis, by country

7.3.LARGE ENTERPRISE

7.3.1.Key market trends, growth factors, and opportunities
7.3.2.Market size and forecast, by region
7.3.3.Market analysis, by country

CHAPTER 8:CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL

8.1.OVERVIEW
8.2.BFSI

8.2.1.Key market trends, growth factors, and opportunities
8.2.2.Market size and forecast, by region
8.2.3.Market analysis, by country

8.3.HEALTHCARE

8.3.1.Key market trends, growth factors, and opportunities
8.3.2.Market size and forecast, by region
8.3.3.Market analysis, by country

8.4.RETAIL & E-COMMERCE

8.4.1.Key market trends, growth factors, and opportunities
8.4.2.Market size and forecast, by region
8.4.3.Market analysis, by country

8.5.GOVERNMENT AND EDUCATION

8.5.1.Key market trends, growth factors, and opportunities
8.5.2.Market size and forecast, by region
8.5.3.Market analysis, by country

8.6.IT AND TELECOM

8.6.1.Key market trends, growth factors, and opportunities
8.6.2.Market size and forecast, by region
8.6.3.Market analysis, by country

8.7.TRAVEL AND HOSPITALITY

8.7.1.Key market trends, growth factors, and opportunities
8.7.2.Market size and forecast, by region
8.7.3.Market analysis, by country

8.8.OTHERS

8.8.1.Key market trends, growth factors, and opportunities
8.8.2.Market size and forecast, by region
8.8.3.Market analysis, by country

CHAPTER 9:CONTACT CENTER SOFTWARE MARKET, BY REGION

9.1.OVERVIEW
9.2.NORTH AMERICA

9.2.1.Key market trends, growth factors and opportunities
9.2.2.Market size and forecast, by component
9.2.3.Market size and forecast, by software type
9.2.4.Market size and forecast, by deployment Mode
9.2.5.Market size and forecast, by enterprise size
9.2.6.Market size and forecast, by Industry vertical
9.2.7.Market analysis, by country

9.2.7.1.U.S.

9.2.7.1.1.Market size and forecast, by component
9.2.7.1.2.Market size and forecast, by software type
9.2.7.1.3.Market size and forecast, by deployment Mode
9.2.7.1.4.Market size and forecast, by enterprise size
9.2.7.1.6.Market size and forecast, by industry vertical

9.2.7.2.Canada

9.2.7.2.1.Market size and forecast, by component
9.2.7.2.2.Market size and forecast, by software type
9.2.7.2.3.Market size and forecast, by deployment Mode
9.2.7.2.4.Market size and forecast, by enterprise size
9.2.7.2.6.Market size and forecast, by industry vertical

9.3.EUROPE

9.3.1.Key market trends, growth factors and opportunities
9.3.2.Market size and forecast, by component
9.3.3.Market size and forecast, by software type
9.3.4.Market size and forecast, by deployment Mode
9.3.5.Market size and forecast, by enterprise size
9.3.6.Market size and forecast, by Industry vertical
9.3.7.Market analysis, by country

9.3.7.1.Germany

9.3.7.1.1.Market size and forecast, by component
9.3.7.1.2.Market size and forecast, by software type
9.3.7.1.3.Market size and forecast, by deployment Mode
9.3.7.1.4.Market size and forecast, by enterprise size
9.3.7.1.6.Market size and forecast, by industry vertical

9.3.7.2.UK

9.3.7.2.1.Market size and forecast, by component
9.3.7.2.2.Market size and forecast, by software type
9.3.7.2.3.Market size and forecast, by deployment Mode
9.3.7.2.4.Market size and forecast, by enterprise size
9.3.7.2.6.Market size and forecast, by industry vertical

9.3.7.3.France

9.3.7.3.1.Market size and forecast, by component
9.3.7.3.2.Market size and forecast, by software type
9.3.7.3.3.Market size and forecast, by deployment Mode
9.3.7.3.4.Market size and forecast, by enterprise size
9.3.7.3.6.Market size and forecast, by industry vertical

9.3.7.4.Spain

9.3.7.4.1.Market size and forecast, by component
9.3.7.4.2.Market size and forecast, by software type
9.3.7.4.3.Market size and forecast, by deployment Mode
9.3.7.4.4.Market size and forecast, by enterprise size
9.3.7.4.6.Market size and forecast, by industry vertical

9.3.7.5.Italy

9.3.7.5.1.Market size and forecast, by component
9.3.7.5.2.Market size and forecast, by software type
9.3.7.5.3.Market size and forecast, by deployment Mode
9.3.7.5.4.Market size and forecast, by enterprise size
9.3.7.5.6.Market size and forecast, by industry vertical

9.3.7.6.Rest of Europe

9.3.7.6.1.Market size and forecast, by component
9.3.7.6.2.Market size and forecast, by software type
9.3.7.6.3.Market size and forecast, by deployment Mode
9.3.7.6.4.Market size and forecast, by enterprise size
9.3.7.6.6.Market size and forecast, by industry vertical

9.4.ASIA-PACIFIC

9.4.1.Key market trends, growth factors and opportunities
9.4.2.Market size and forecast, by component
9.4.3.Market size and forecast, by software type
9.4.4.Market size and forecast, by deployment Mode
9.4.5.Market size and forecast, by enterprise size
9.4.6.Market size and forecast, by Industry vertical
9.4.7.Market analysis, by country

9.4.7.1.China

9.4.7.1.1.Market size and forecast, by component
9.4.7.1.2.Market size and forecast, by software type
9.4.7.1.3.Market size and forecast, by deployment Mode
9.4.7.1.4.Market size and forecast, by enterprise size
9.4.7.1.6.Market size and forecast, by industry vertical

9.4.7.2.Japan

9.4.7.2.1.Market size and forecast, by component
9.4.7.2.2.Market size and forecast, by software type
9.4.7.2.3.Market size and forecast, by deployment Mode
9.4.7.2.4.Market size and forecast, by enterprise size
9.4.7.2.6.Market size and forecast, by industry vertical

9.4.7.3.India

9.4.7.3.1.Market size and forecast, by component
9.4.7.3.2.Market size and forecast, by software type
9.4.7.3.3.Market size and forecast, by deployment Mode
9.4.7.3.4.Market size and forecast, by enterprise size
9.4.7.3.6.Market size and forecast, by industry vertical

9.4.7.4.Australia

9.4.7.4.1.Market size and forecast, by component
9.4.7.4.2.Market size and forecast, by software type
9.4.7.4.3.Market size and forecast, by deployment Mode
9.4.7.4.4.Market size and forecast, by enterprise size
9.4.7.4.6.Market size and forecast, by industry vertical

9.4.7.5.Rest of Asia-Pacific

9.4.7.5.1.Market size and forecast, by component
9.4.7.5.2.Market size and forecast, by software type
9.4.7.5.3.Market size and forecast, by deployment Mode
9.4.7.5.4.Market size and forecast, by enterprise size
9.4.7.5.6.Market size and forecast, by industry vertical

9.5.LAMEA

9.5.1.Key market trends, growth factors and opportunities
9.5.2.Market size and forecast, by component
9.5.3.Market size and forecast, by software type
9.5.4.Market size and forecast, by deployment Mode
9.5.5.Market size and forecast, by enterprise size
9.5.6.Market size and forecast, by Industry vertical
9.5.8.Market analysis, by country

9.5.8.1.Latin America

9.5.8.1.1.Market size and forecast, by component
9.5.8.1.2.Market size and forecast, by software type
9.5.8.1.3.Market size and forecast, by deployment Mode
9.5.8.1.4.Market size and forecast, by enterprise size
9.5.8.1.6.Market size and forecast, by industry vertical

9.5.8.2.Middle East

9.5.8.2.1.Market size and forecast, by component
9.5.8.2.2.Market size and forecast, by software type
9.5.8.2.3.Market size and forecast, by deployment Mode
9.5.8.2.4.Market size and forecast, by enterprise size
9.5.8.2.6.Market size and forecast, by industry vertical

9.5.8.3.Africa

9.5.8.3.1.Market size and forecast, by component
9.5.8.3.2.Market size and forecast, by software type
9.5.8.3.3.Market size and forecast, by deployment Mode
9.5.8.3.4.Market size and forecast, by enterprise size
9.5.8.3.6.Market size and forecast, by industry vertical

CHAPTER 10:COMPETITIVE LANDSCAPE

10.1.KEY PLAYER POSITIONING ANALYSIS, 2019
10.2.TOP WINNING STRATEGIES
10.3.COMPETITIVE DASHBOARD
10.4.KEY DEVELOPMENTS

10.4.1.New product launches
10.4.2.Product development
10.4.3.Collaboration
10.4.4.Acquisition
10.4.5.Partnership

CHAPTER 11:COMPANY PROFILE

11.1.8*8 CONTACT CENTER

11.1.1.Company overview
11.1.2.Key executive
11.1.3.Company snapshot
11.1.4.Operating business segments
11.1.5.Product portfolio
11.1.6.Business performance
11.1.7.Key Strategic Move(s)s and developments

11.2.ALCATEL-LUCENT ENTERPRISE

11.2.1.Company overview
11.2.2.Key executive
11.2.3.Company snapshot
11.2.4.Operating business segments
11.2.5.Product portfolio
11.2.6.Business performance
11.2.7.Key Strategic Move(s)s and developments

11.3.AVAYA, INC.

11.3.1.Company overview
11.3.2.Key executives
11.3.3.Company snapshot
11.3.4.Operating business segments
11.3.5.Product portfolio
11.3.6.R&D expenditure
11.3.7.Business performance
11.3.8.Key strategic moves and developments

11.4.CISCO SYSTEMS, INC.

11.4.1.Company overview
11.4.2.Key executives
11.4.3.Company snapshot
11.4.4.Operating business segments
11.4.5.Product portfolio
11.4.6.R&D expenditure
11.4.7.Business performance
11.4.8.Key strategic moves and developments

11.5.GENESYS

11.5.1.Company overview
11.5.2.Key executives
11.5.3.Company snapshot
11.5.4.Operating business segments
11.5.5.Product portfolio
11.5.6.R&D expenditure
11.5.7.Business performance
11.5.8.Key strategic moves and developments

11.6.HUAWEI TECHNOLOGIES CO., LTD.

11.6.1.Company overview
11.6.2.Key executives
11.6.3.Company snapshot
11.6.4.Operating business segments
11.6.5.Product portfolio
11.6.6.R&D expenditure
11.6.7.Business performance
11.6.8.Key strategic moves and developments

11.7.MICROSOFT CORPORATION

11.7.1.Company overview
11.7.2.Key executives
11.7.3.Company snapshot
11.7.4.Operating business segments
11.7.5.Product portfolio
11.7.6.R&D expenditure
11.7.7.Business performance
11.7.8.Key strategic moves and developments

11.8.MITEL CORPORATION

11.8.1.Company overview
11.8.2.Key executives
11.8.3.Company snapshot
11.8.4.Product portfolio
11.8.5.R&D expenditure
11.8.6.Business performance
11.8.7.Key strategic moves and developments

11.9.NEC CORPORATION

11.9.1.Company overview
11.9.2.Key executives
11.9.3.Company snapshot
11.9.4.Product portfolio
11.9.5.Business performance
11.9.6.Key strategic moves and developments

11.10.NICE SYSTEMS LTD.

11.10.1.Company overview
11.10.2.Company snapshot
11.10.3.Operating business segments
11.10.4.Product portfolio
11.10.5.R&D expenditure
11.10.6.Business performance
11.10.7.Key strategic moves and developments

11.11.ORACLE CORPORATION

11.11.1.Company overview
11.11.2.Key executives
11.11.3.Company snapshot
11.11.4.Operating business segments
11.11.5.Product portfolio
11.11.6.R&D expenditure
11.11.7.Business performance
11.11.8.Key strategic moves and developments

11.12.SAP SE

11.12.1.Company overview
11.12.2.Key executives
11.12.3.Company snapshot
11.12.4.Product portfolio
11.12.5.R&D expenditure
11.12.6.Business performance
11.12.7.Key strategic moves and developments

LIST OF TABLES

TABLE 01.CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 20192027 ($MILLION)
TABLE 02.CONTACT CENTER SOFTWARE MARKET FOR SOFTWARE, BY REGION, 20192027 ($MILLION)
TABLE 03.CONTACT CENTER SOFTWARE MARKET FOR SERVICES, BY REGION, 20192027 ($MILLION)
TABLE 04.CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 20192027 ($MILLION)
TABLE 05.CONTACT CENTER SOFTWARE MARKET FOR INTELLIGENT CALL ROUTING, 20192027 ($MILLION)
TABLE 06.CONTACT CENTER SOFTWARE MARKET FOR IVR, BY REGION, 20192027 ($MILLION)
TABLE 07.CONTACT CENTER SOFTWARE MARKET FOR WORKFORCE MANAGEMENT, BY REGION, 20192027 ($MILLION)
TABLE 08.CONTACT CENTER SOFTWARE MARKET FOR REPORTING AND ANALYTICS, BY REGION, 20192027 ($MILLION)
TABLE 09.CONTACT CENTER SOFTWARE MARKET FOR SECURITY FUNCTIONS, BY REGION, 20192027 ($MILLION)
TABLE 10.CONTACT CENTER SOFTWARE MARKET FOR INTELLIGENT VIRTUAL ASSISTANT, BY REGION, 20192027 ($MILLION)
TABLE 11.CONTACT CENTER SOFTWARE MARKET FOR OTHERS, BY REGION, 20192027 ($MILLION)
TABLE 12.CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 20192027 ($MILLION)
TABLE 13.CONTACT CENTER SOFTWARE MARKET FOR ON-PREMISE SEGMENT, BY REGION, 20192027 ($MILLION)
TABLE 14.CONTACT CENTER SOFTWARE MARKET FOR CLOUD SEGMENT, BY REGION, 20192027 ($MILLION)
TABLE 15.CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 20192027 ($MILLION)
TABLE 16.CONTACT CENTER SOFTWARE MARKET FOR SMALL AND MEDIUM ENTERPRISES, 20192027 ($MILLION)
TABLE 17.CONTACT CENTER SOFTWARE MARKET FOR LARGE ENTERPRISE, BY REGION, 20192027 ($MILLION)
TABLE 18.CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 20192027 ($MILLION)
TABLE 19.CONTACT CENTER SOFTWARE MARKET FOR BFSI, BY REGION, 20192027 ($MILLION)
TABLE 20.CONTACT CENTER SOFTWARE MARKET FOR HEALTHCARE, BY REGION, 20192027 ($MILLION)
TABLE 21.CONTACT CENTER SOFTWARE MARKET FOR RETAIL & E-COMMERCE, BY REGION, 20192027 ($MILLION)
TABLE 22.CONTACT CENTER SOFTWARE MARKET FOR GOVERNMENT AND EDUACTION, BY REGION, 20192027 ($MILLION)
TABLE 23.CONTACT CENTER SOFTWARE MARKET FOR IT AND TELECOM, BY REGION, 20192027 ($MILLION)
TABLE 24.CONTACT CENTER SOFTWARE MARKET FOR TRAVEL AND HOSPITALITY, BY REGION, 20192027 ($MILLION)
TABLE 25.CONTACT CENTER SOFTWARE MARKET FOR OTHERS, BY REGION, 20192027 ($MILLION)
TABLE 26.CONTACT CENTER SOFTWARE MARKET, BY REGION, 20192027 ($MILLION)
TABLE 27.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 20192027 ($MILLION)
TABLE 28.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 20192027 ($MILLION)
TABLE 29.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 20192027 ($MILLION)
TABLE 30.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 20192027 ($MILLION)
TABLE 31.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 20192027 ($MILLION)
TABLE 32.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 20192027 ($MILLION)
TABLE 33.U.S. CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 20192027 ($MILLION)
TABLE 34.U.S. CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 20192027 ($MILLION)
TABLE 35.U.S. CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 20192027 ($MILLION)
TABLE 36.U.S. CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 20192027 ($MILLION)
TABLE 37.U.S. CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 20192027 ($MILLION)
TABLE 38.CANADA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 20192027 ($MILLION)
TABLE 39.CANADA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 20192027 ($MILLION)
TABLE 40.CANADA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 20192027 ($MILLION)
TABLE 41.CANADA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 20192027 ($MILLION)
TABLE 42.CANADA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 20192027 ($MILLION)
TABLE 43.EUROPE CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 20192027 ($MILLION)
TABLE 44.EUROPE CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 20192027 ($MILLION)
TABLE 45.EUROPE CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 20192027 ($MILLION)
TABLE 46.EUROPE CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 20192027 ($MILLION)
TABLE 47.EUROPE CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 20192027 ($MILLION)
TABLE 48.EUROPE CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 20192027 ($MILLION)
TABLE 49.GERMANY CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 20192027 ($MILLION)
TABLE 50.GERMANY CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 20192027 ($MILLION)
TABLE 51.GERMANY CONTACT CENTER SOFTWARE MARKET, BY DEPL

Major Companies

  • ALCATEL-LUCENT ENTERPRISE
  • AVAYA, INC.
  • CISCO Systems, INC.
  • GENESYS
  • HUAWEI TECHNOLOGIES CO., LTD.
  • Microsoft Corporation
  • MIEL CORPORATION
  • NEC CORPORATION
  • NICE Systems LTD.
  • ORACLE CORPORATION
  • SAP SE

Major Segmentation

  • By Component
    • Software
    • Services
  • By Deployment Mode
    • On-premise
    • Cloud
  • By Enterprise Size
    • Small and Medium Enterprises
    • Large Enterprises
  • By Industry Vertical
    • BFSI
    • Healthcare
    • Retail and E-Commerce
    • and Education. and Education
    • IT and Telecom
    • Hospitality and travel
    • Other
  • By Software Type
    • Intelligent Call Routing
    • IVR
    • Workforce Management
    • Analytics and Reporting
    • Security Functions
    • Intelligent Virtual Assistant
    • Other

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Unlimited post sales service with an account manager dedicated to making sure that all your needs are met

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