Contact Center Software - Global Market Outlook (2020-2028)

July 2021 | 150 pages | ID: C836BE6FD47AEN
Stratistics Market Research Consulting

Abstracts

According to Stratistics MRC, the Global Contact Center Software Market is accounted for $24.10 billion in 2020 and is expected to reach $96.27 billion by 2028 growing at a CAGR of 18.9% during the forecast period. The rising adoption of advanced contact center technologies and the need for handling contact center attrition and absenteeism are the factors driving the market growth. However, the high costs and long-term contracts associated with PRI phone services are hampering the market growth.

A contact center software is a telephony system that is used by enterprises, which assists in growing the effectiveness and efficiency of a contact center. It focuses on interactions between contact center agents and customers

Based on the component, the solutions segment is going to have lucrative growth during the forecast period due to the increasing need for improving customer satisfaction. The demand for contact center solutions is also rising with the growing business continuity challenges, work from home trends, and resource wastage on manual tasks.

By geography, Asia Pacific is going to have high growth during the forecast period due to the growing adoption of contact center software solutions by large as well as small and medium enterprises. The growing number of favorable government initiatives for supporting the adoption of cloud-based systems and automation of business processes is expected to fuel the regional market growth.

Some of the key players profiled in the Contact Center Software Market include 8X8, Inc., Alcatel-Lucent Enterprise, Amazon Web Services, Inc, Avaya, Inc , Cisco Systems, Inc, Enghouse Interactive Inc, Exotel Techcom Pvt. Ltd, GENESYS, Huawei Technologies Co., Ltd, Microsoft Corporation, Mitel Corporation, NEC Corporation, Nice System Ltd, Oracle Corporation, and SAP SE.

Deployment Models Covered:

• Cloud Software as a Service (SaaS)
• Hosted
• On-premises
• Web Based/Browser Based

Types Covered:

• Inbound
• Omni-Channel
• Outbound

Organization Sizes Covered:

• Small & Medium Enterprises (SMEs)
• Large Enterprises

Components Covered:

• Solutions
• Services
• Software

End Users Covered:

• Banking, Financial Services, and Insurance (BFSI)
• Consumer Goods
• Education
• Energy and Utilities
• Government and Public Sector
• Healthcare
• Information Technology (IT) and Information Technology Enabled Services (ITeS)
• Manufacturing
• Media & Entertainment
• Retail and E-Commerce
• Telecommunications
• Travel & Hospitality
• Other End Users

Regions Covered:

• North America
• US
• Canada
• Mexico
• Europe
• Germany
• UK
• Italy
• France
• Spain
• Rest of Europe
• Asia Pacific
• Japan
• China
• India
• Australia
• New Zealand
• South Korea
• Rest of Asia Pacific
• South America
• Argentina
• Brazil
• Chile
• Rest of South America
• Middle East & Africa
• Saudi Arabia
• UAE
• Qatar
• South Africa
• Rest of Middle East & Africa

What our report offers:

• Market share assessments for the regional and country-level segments
• Strategic recommendations for the new entrants
• Covers Market data for the years 2019, 2020, 2021, 2025 and 2028
• Market Trends (Drivers, Constraints, Opportunities, Threats, Challenges, Investment Opportunities, and recommendations)
• Strategic recommendations in key business segments based on the market estimations
• Competitive landscaping mapping the key common trends
• Company profiling with detailed strategies, financials, and recent developments
• Supply chain trends mapping the latest technological advancements

Free Customization Offerings:

All the customers of this report will be entitled to receive one of the following free customization options:

• Company Profiling
• Comprehensive profiling of additional market players (up to 3)
• SWOT Analysis of key players (up to 3)
• Regional Segmentation
• Market estimations, Forecasts and CAGR of any prominent country as per the client's interest (Note: Depends on feasibility check)
• Competitive Benchmarking
• Benchmarking of key players based on product portfolio, geographical presence, and strategic alliances

Contents

1 EXECUTIVE SUMMARY

2 PREFACE

2.1 Abstract
2.2 Stake Holders
2.3 Research Scope
2.4 Research Methodology
  2.4.1 Data Mining
  2.4.2 Data Analysis
  2.4.3 Data Validation
  2.4.4 Research Approach
2.5 Research Sources
  2.5.1 Primary Research Sources
  2.5.2 Secondary Research Sources
  2.5.3 Assumptions

3 MARKET TREND ANALYSIS

3.1 Introduction
3.2 Drivers
3.3 Restraints
3.4 Opportunities
3.5 Threats
3.6 End User Analysis
3.7 Emerging Markets
3.8 Impact of Covid-19

4 PORTERS FIVE FORCE ANALYSIS

4.1 Bargaining power of suppliers
4.2 Bargaining power of buyers
4.3 Threat of substitutes
4.4 Threat of new entrants
4.5 Competitive rivalry

5 GLOBAL CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODEL

5.1 Introduction
5.2 Cloud Software as a Service (SaaS)
5.3 Hosted
5.4 On-Premises
5.5 Web Based/Browser Based

6 GLOBAL CONTACT CENTER SOFTWARE MARKET, BY TYPE

6.1 Introduction
6.2 Inbound
6.3 Omni-Channel
6.4 Outbound

7 GLOBAL CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE

7.1 Introduction
7.2 Small & Medium Enterprises (SMEs)
7.3 Large Enterprises

8 GLOBAL CONTACT CENTER SOFTWARE MARKET, BY COMPONENT

8.1 Introduction
8.2 Solutions
  8.2.1 Omnichannel Routing
    8.2.1.1 Automatic Call Distribution (ACD)
    8.2.1.2 Digital Channels
    8.2.1.3 Interactive Voice Response (IVR)
    8.2.1.4 Virtual Agents
  8.2.2 Workforce Engagement Management
    8.2.2.1 Call Recording and Quality Management
    8.2.2.2 Workforce Optimization
  8.2.3 Reporting And Analytics
    8.2.3.1 Historical and Customized Reports
    8.2.3.2 Speech Analytics
    8.2.3.3 Text Analytics
  8.2.4 Customer Engagement Management
  8.2.5 Customer Collaboration
  8.2.6 Reporting and Analytics
  8.2.7 Other Solutions
    8.2.7.1 Compliance
    8.2.7.2 Computer Telephony Integration (CTI)
    8.2.7.3 Data Integration
    8.2.7.4 Messaging/Text
    8.2.7.5 Social
    8.2.7.6 Voice Mail
8.3 Services
  8.3.1 Professional Services
    8.3.1.1 Deployment
    8.3.1.2 Implementation and Integration
    8.3.1.3 Support and Maintenance
    8.3.1.4 Training & Consulting
  8.3.2 Managed Services
8.4 Software
  8.4.1 Fraud Management
  8.4.2 Intelligent Call Routing
  8.4.3 Intelligent Virtual Assistant (IVA)
  8.4.4 Network Security
  8.4.5 Reporting & Analytics
  8.4.6 Security Functions
  8.4.7 Dialers
    8.4.7.1 Preview Dialer
    8.4.7.2 Progressive Dialer

9 GLOBAL CONTACT CENTER SOFTWARE MARKET, BY END USER

9.1 Introduction
9.2 Banking, Financial Services, and Insurance (BFSI)
9.3 Consumer Goods
9.4 Education
9.5 Energy and Utilities
9.6 Government and Public Sector
9.7 Healthcare
9.8 Information Technology (IT) and Information Technology Enabled Services (ITeS)
9.9 Manufacturing
9.10 Media & Entertainment
9.11 Retail and E-Commerce
9.12 Telecommunications
9.13 Travel & Hospitality
9.14 Other End Users
  9.14.1 Transportation
  9.14.2 Logistics

10 GLOBAL CONTACT CENTER SOFTWARE MARKET, BY GEOGRAPHY

10.1 Introduction
10.2 North America
  10.2.1 US
  10.2.2 Canada
  10.2.3 Mexico
10.3 Europe
  10.3.1 Germany
  10.3.2 UK
  10.3.3 Italy
  10.3.4 France
  10.3.5 Spain
  10.3.6 Rest of Europe
10.4 Asia Pacific
  10.4.1 Japan
  10.4.2 China
  10.4.3 India
  10.4.4 Australia
  10.4.5 New Zealand
  10.4.6 South Korea
  10.4.7 Rest of Asia Pacific
10.5 South America
  10.5.1 Argentina
  10.5.2 Brazil
  10.5.3 Chile
  10.5.4 Rest of South America
10.6 Middle East & Africa
  10.6.1 Saudi Arabia
  10.6.2 UAE
  10.6.3 Qatar
  10.6.4 South Africa
  10.6.5 Rest of Middle East & Africa

11 KEY DEVELOPMENTS

11.1 Agreements, Partnerships, Collaborations and Joint Ventures
11.2 Acquisitions & Mergers
11.3 New Product Launch
11.4 Expansions
11.5 Other Key Strategies

12 COMPANY PROFILING

12.1 8X8, Inc.
12.2 Alcatel-Lucent Enterprise
12.3 Amazon Web Services, Inc
12.4 Avaya, Inc
12.5 Cisco Systems, Inc
12.6 Enghouse Interactive Inc
12.7 Exotel Techcom Pvt. Ltd
12.8 GENESYS
12.9 Huawei Technologies Co., Ltd
12.10 Microsoft Corporation
12.11 Mitel Corporation
12.12 NEC Corporation
12.13 Nice System Ltd
12.14 Oracle Corporation
12.15 SAP SE

LIST OF DATA TABLES

Table 1 Global Contact Center Software Market Outlook, By Region (2019-2028) ($MN)
Table 2 Global Contact Center Software Market Outlook, By Deployment Model (2019-2028) ($MN)
Table 3 Global Contact Center Software Market Outlook, By Cloud Software as a Service (SaaS) (2019-2028) ($MN)
Table 4 Global Contact Center Software Market Outlook, By Hosted (2019-2028) ($MN)
Table 5 Global Contact Center Software Market Outlook, By On-Premises (2019-2028) ($MN)
Table 6 Global Contact Center Software Market Outlook, By Web Based/Browser Based (2019-2028) ($MN)
Table 7 Global Contact Center Software Market Outlook, By Type (2019-2028) ($MN)
Table 8 Global Contact Center Software Market Outlook, By Inbound (2019-2028) ($MN)
Table 9 Global Contact Center Software Market Outlook, By Omni-Channel (2019-2028) ($MN)
Table 10 Global Contact Center Software Market Outlook, By Outbound (2019-2028) ($MN)
Table 11 Global Contact Center Software Market Outlook, By Organization Size (2019-2028) ($MN)
Table 12 Global Contact Center Software Market Outlook, By Small & Medium Enterprises (SMEs) (2019-2028) ($MN)
Table 13 Global Contact Center Software Market Outlook, By Large Enterprises (2019-2028) ($MN)
Table 14 Global Contact Center Software Market Outlook, By Component (2019-2028) ($MN)
Table 15 Global Contact Center Software Market Outlook, By Solutions (2019-2028) ($MN)
Table 16 Global Contact Center Software Market Outlook, By Omnichannel Routing (2019-2028) ($MN)
Table 17 Global Contact Center Software Market Outlook, By Workforce Engagement Management (2019-2028) ($MN)
Table 18 Global Contact Center Software Market Outlook, By Reporting And Analytics (2019-2028) ($MN)
Table 19 Global Contact Center Software Market Outlook, By Customer Engagement Management (2019-2028) ($MN)
Table 20 Global Contact Center Software Market Outlook, By Customer Collaboration (2019-2028) ($MN)
Table 21 Global Contact Center Software Market Outlook, By Reporting and Analytics (2019-2028) ($MN)
Table 22 Global Contact Center Software Market Outlook, By Other Solutions (2019-2028) ($MN)
Table 23 Global Contact Center Software Market Outlook, By Services (2019-2028) ($MN)
Table 24 Global Contact Center Software Market Outlook, By Professional Services (2019-2028) ($MN)
Table 25 Global Contact Center Software Market Outlook, By Managed Services (2019-2028) ($MN)
Table 26 Global Contact Center Software Market Outlook, By Software (2019-2028) ($MN)
Table 27 Global Contact Center Software Market Outlook, By Fraud Management (2019-2028) ($MN)
Table 28 Global Contact Center Software Market Outlook, By Intelligent Call Routing (2019-2028) ($MN)
Table 29 Global Contact Center Software Market Outlook, By Intelligent Virtual Assistant (IVA) (2019-2028) ($MN)
Table 30 Global Contact Center Software Market Outlook, By Network Security (2019-2028) ($MN)
Table 31 Global Contact Center Software Market Outlook, By Reporting & Analytics (2019-2028) ($MN)
Table 32 Global Contact Center Software Market Outlook, By Security Functions (2019-2028) ($MN)
Table 33 Global Contact Center Software Market Outlook, By Dialers (2019-2028) ($MN)
Table 34 Global Contact Center Software Market Outlook, By End User (2019-2028) ($MN)
Table 35 Global Contact Center Software Market Outlook, By Banking, Financial Services, and Insurance (BFSI) (2019-2028) ($MN)
Table 36 Global Contact Center Software Market Outlook, By Consumer Goods (2019-2028) ($MN)
Table 37 Global Contact Center Software Market Outlook, By Education (2019-2028) ($MN)
Table 38 Global Contact Center Software Market Outlook, By Energy and Utilities (2019-2028) ($MN)
Table 39 Global Contact Center Software Market Outlook, By Government and Public Sector (2019-2028) ($MN)
Table 40 Global Contact Center Software Market Outlook, By Healthcare (2019-2028) ($MN)
Table 41 Global Contact Center Software Market Outlook, By Information Technology (IT) and Information Technology Enabled Services (ITeS) (2019-2028) ($MN)
Table 42 Global Contact Center Software Market Outlook, By Manufacturing (2019-2028) ($MN)
Table 43 Global Contact Center Software Market Outlook, By Media & Entertainment (2019-2028) ($MN)
Table 44 Global Contact Center Software Market Outlook, By Retail and E-Commerce (2019-2028) ($MN)
Table 45 Global Contact Center Software Market Outlook, By Telecommunications (2019-2028) ($MN)
Table 46 Global Contact Center Software Market Outlook, By Travel & Hospitality (2019-2028) ($MN)
Table 47 Global Contact Center Software Market Outlook, By Other End Users (2019-2028) ($MN)
Table 48 Global Contact Center Software Market Outlook, By Transportation (2019-2028) ($MN)
Table 49 Global Contact Center Software Market Outlook, By Logistics (2019-2028) ($MN)
NOTE: Tables for North America, Europe, Asia Pacific, South America and Middle East & Africa are represented in the same manner above.