Global Contact Center Software Market 2018 by Manufacturers, Countries, Type and Application, Forecast to 2023

December 2018 | 132 pages | ID: G88A90B856BEN
GlobalInfoResearch

Abstracts

Scope of the Report:

This report studies the Contact Center Software market status and outlook of Global and major regions, from angles of players, countries, product types and end industries; this report analyzes the top players in global market, and splits the Contact Center Software market by product type and applications/end industries.
Evolution of the technology has changed the way enterprises deal with the potential customers. Intelligent communication that offers ubiquitous working environment to interact with the customers has become a basic requirement for customer-centric enterprises. The contact center software is a communication and collaboration application that enables users to resolve inbound queries and manage outbound to serve or acquire customers. Enhanced business agility, improved business continuity, and the growing acceptance of home-based work are driving the growth of cloud-based contact center software market.
Professional services, including consulting, training and support, and integration and implementation of contact center software, are a widely used service type in the contact center software market. Managed services have a higher adoption rate than professional services. Managed services empower organizations to focus on their core business functions while delegating contact center operations to professionals. Managed service providers ensure the efficient management of contact center processes and simultaneously deliver enhanced customer experience through multiple channels.

The global Contact Center Software market is valued at xx million USD in 2017 and is expected to reach xx million USD by the end of 2023, growing at a CAGR of 13.5% between 2017 and 2023.
The Asia-Pacific will occupy for more market share in following years, especially in China, also fast growing India and Southeast Asia regions.
North America, especially The United States, will still play an important role which cannot be ignored. Any changes from United States might affect the development trend of Contact Center Software.
Europe also play important roles in global market, with market size of xx million USD in 2017 and will be xx million USD in 2023, with a CAGR of xx%.

Market Segment by Companies, this report covers

• 8x8, Inc.
• Alcatel-Lucent Enterprise
• Ameyo (Drishti-Soft)
• Avaya Inc.
• Cisco
• Enghouse Interactive Inc.
• Five9, Inc.
• Genesys
• Huawei Technologies Co., Ltd.
• Mitel Networks Corporation
• Oracle
• SAP
• Unify, Inc.

Market Segment by Regions, regional analysis covers

• North America (United States, Canada and Mexico)
• Europe (Germany, France, UK, Russia and Italy)
• Asia-Pacific (China, Japan, Korea, India and Southeast Asia)
• South America (Brazil, Argentina, Colombia)
• Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa)

Market Segment by Type, covers

• Cloud
• On-Premises

Market Segment by Applications, can be divided into

• Large Enterprises
• Small and Medium-sized Enterprises

Contents

1 CONTACT CENTER SOFTWARE MARKET OVERVIEW

1.1 Product Overview and Scope of Contact Center Software
1.2 Classification of Contact Center Software by Types
  1.2.1 Global Contact Center Software Revenue Comparison by Types (2017-2023)
  1.2.2 Global Contact Center Software Revenue Market Share by Types in 2017
  1.2.3 Cloud
  1.2.4 On-Premises
1.3 Global Contact Center Software Market by Application
  1.3.1 Global Contact Center Software Market Size and Market Share Comparison by Applications (2013-2023)
  1.3.2 Large Enterprises
  1.3.3 Small and Medium-sized Enterprises
1.4 Global Contact Center Software Market by Regions
  1.4.1 Global Contact Center Software Market Size (Million USD) Comparison by Regions (2013-2023)
  1.4.1 North America (USA, Canada and Mexico) Contact Center Software Status and Prospect (2013-2023)
  1.4.2 Europe (Germany, France, UK, Russia and Italy) Contact Center Software Status and Prospect (2013-2023)
  1.4.3 Asia-Pacific (China, Japan, Korea, India and Southeast Asia) Contact Center Software Status and Prospect (2013-2023)
  1.4.4 South America (Brazil, Argentina, Colombia) Contact Center Software Status and Prospect (2013-2023)
  1.4.5 Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa) Contact Center Software Status and Prospect (2013-2023)
1.5 Global Market Size of Contact Center Software (2013-2023)

2 MANUFACTURERS PROFILES

2.1 8x8, Inc.
  2.1.1 Business Overview
  2.1.2 Contact Center Software Type and Applications
    2.1.2.1 Product A
    2.1.2.2 Product B
  2.1.3 8x8, Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.2 Alcatel-Lucent Enterprise
  2.2.1 Business Overview
  2.2.2 Contact Center Software Type and Applications
    2.2.2.1 Product A
    2.2.2.2 Product B
  2.2.3 Alcatel-Lucent Enterprise Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.3 Ameyo (Drishti-Soft)
  2.3.1 Business Overview
  2.3.2 Contact Center Software Type and Applications
    2.3.2.1 Product A
    2.3.2.2 Product B
  2.3.3 Ameyo (Drishti-Soft) Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.4 Avaya Inc.
  2.4.1 Business Overview
  2.4.2 Contact Center Software Type and Applications
    2.4.2.1 Product A
    2.4.2.2 Product B
  2.4.3 Avaya Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.5 Cisco
  2.5.1 Business Overview
  2.5.2 Contact Center Software Type and Applications
    2.5.2.1 Product A
    2.5.2.2 Product B
  2.5.3 Cisco Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.6 Enghouse Interactive Inc.
  2.6.1 Business Overview
  2.6.2 Contact Center Software Type and Applications
    2.6.2.1 Product A
    2.6.2.2 Product B
  2.6.3 Enghouse Interactive Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.7 Five9, Inc.
  2.7.1 Business Overview
  2.7.2 Contact Center Software Type and Applications
    2.7.2.1 Product A
    2.7.2.2 Product B
  2.7.3 Five9, Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.8 Genesys
  2.8.1 Business Overview
  2.8.2 Contact Center Software Type and Applications
    2.8.2.1 Product A
    2.8.2.2 Product B
  2.8.3 Genesys Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.9 Huawei Technologies Co., Ltd.
  2.9.1 Business Overview
  2.9.2 Contact Center Software Type and Applications
    2.9.2.1 Product A
    2.9.2.2 Product B
  2.9.3 Huawei Technologies Co., Ltd. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.10 Mitel Networks Corporation
  2.10.1 Business Overview
  2.10.2 Contact Center Software Type and Applications
    2.10.2.1 Product A
    2.10.2.2 Product B
  2.10.3 Mitel Networks Corporation Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.11 Oracle
  2.11.1 Business Overview
  2.11.2 Contact Center Software Type and Applications
    2.11.2.1 Product A
    2.11.2.2 Product B
  2.11.3 Oracle Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.12 SAP
  2.12.1 Business Overview
  2.12.2 Contact Center Software Type and Applications
    2.12.2.1 Product A
    2.12.2.2 Product B
  2.12.3 SAP Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.13 Unify, Inc.
  2.13.1 Business Overview
  2.13.2 Contact Center Software Type and Applications
    2.13.2.1 Product A
    2.13.2.2 Product B
  2.13.3 Unify, Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)

3 GLOBAL CONTACT CENTER SOFTWARE MARKET COMPETITION, BY PLAYERS

3.1 Global Contact Center Software Revenue and Share by Players (2013-2018)
3.2 Market Concentration Rate
  3.2.1 Top 5 Contact Center Software Players Market Share
  3.2.2 Top 10 Contact Center Software Players Market Share
3.3 Market Competition Trend

4 GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE BY REGIONS

4.1 Global Contact Center Software Revenue and Market Share by Regions
4.2 North America Contact Center Software Revenue and Growth Rate (2013-2018)
4.3 Europe Contact Center Software Revenue and Growth Rate (2013-2018)
4.4 Asia-Pacific Contact Center Software Revenue and Growth Rate (2013-2018)
4.5 South America Contact Center Software Revenue and Growth Rate (2013-2018)
4.6 Middle East and Africa Contact Center Software Revenue and Growth Rate (2013-2018)

5 NORTH AMERICA CONTACT CENTER SOFTWARE REVENUE BY COUNTRIES

5.1 North America Contact Center Software Revenue by Countries (2013-2018)
5.2 USA Contact Center Software Revenue and Growth Rate (2013-2018)
5.3 Canada Contact Center Software Revenue and Growth Rate (2013-2018)
5.4 Mexico Contact Center Software Revenue and Growth Rate (2013-2018)

6 EUROPE CONTACT CENTER SOFTWARE REVENUE BY COUNTRIES

6.1 Europe Contact Center Software Revenue by Countries (2013-2018)
6.2 Germany Contact Center Software Revenue and Growth Rate (2013-2018)
6.3 UK Contact Center Software Revenue and Growth Rate (2013-2018)
6.4 France Contact Center Software Revenue and Growth Rate (2013-2018)
6.5 Russia Contact Center Software Revenue and Growth Rate (2013-2018)
6.6 Italy Contact Center Software Revenue and Growth Rate (2013-2018)

7 ASIA-PACIFIC CONTACT CENTER SOFTWARE REVENUE BY COUNTRIES

7.1 Asia-Pacific Contact Center Software Revenue by Countries (2013-2018)
7.2 China Contact Center Software Revenue and Growth Rate (2013-2018)
7.3 Japan Contact Center Software Revenue and Growth Rate (2013-2018)
7.4 Korea Contact Center Software Revenue and Growth Rate (2013-2018)
7.5 India Contact Center Software Revenue and Growth Rate (2013-2018)
7.6 Southeast Asia Contact Center Software Revenue and Growth Rate (2013-2018)

8 SOUTH AMERICA CONTACT CENTER SOFTWARE REVENUE BY COUNTRIES

8.1 South America Contact Center Software Revenue by Countries (2013-2018)
8.2 Brazil Contact Center Software Revenue and Growth Rate (2013-2018)
8.3 Argentina Contact Center Software Revenue and Growth Rate (2013-2018)
8.4 Colombia Contact Center Software Revenue and Growth Rate (2013-2018)

9 MIDDLE EAST AND AFRICA REVENUE CONTACT CENTER SOFTWARE BY COUNTRIES

9.1 Middle East and Africa Contact Center Software Revenue by Countries (2013-2018)
9.2 Saudi Arabia Contact Center Software Revenue and Growth Rate (2013-2018)
9.3 UAE Contact Center Software Revenue and Growth Rate (2013-2018)
9.4 Egypt Contact Center Software Revenue and Growth Rate (2013-2018)
9.5 Nigeria Contact Center Software Revenue and Growth Rate (2013-2018)
9.6 South Africa Contact Center Software Revenue and Growth Rate (2013-2018)

10 GLOBAL CONTACT CENTER SOFTWARE MARKET SEGMENT BY TYPE

10.1 Global Contact Center Software Revenue and Market Share by Type (2013-2018)
10.2 Global Contact Center Software Market Forecast by Type (2018-2023)
10.3 Cloud Revenue Growth Rate (2013-2023)
10.4 On-Premises Revenue Growth Rate (2013-2023)

11 GLOBAL CONTACT CENTER SOFTWARE MARKET SEGMENT BY APPLICATION

11.1 Global Contact Center Software Revenue Market Share by Application (2013-2018)
11.2 Contact Center Software Market Forecast by Application (2018-2023)
11.3 Large Enterprises Revenue Growth (2013-2018)
11.4 Small and Medium-sized Enterprises Revenue Growth (2013-2018)

12 GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE FORECAST (2018-2023)

12.1 Global Contact Center Software Market Size Forecast (2018-2023)
12.2 Global Contact Center Software Market Forecast by Regions (2018-2023)
12.3 North America Contact Center Software Revenue Market Forecast (2018-2023)
12.4 Europe Contact Center Software Revenue Market Forecast (2018-2023)
12.5 Asia-Pacific Contact Center Software Revenue Market Forecast (2018-2023)
12.6 South America Contact Center Software Revenue Market Forecast (2018-2023)
12.7 Middle East and Africa Contact Center Software Revenue Market Forecast (2018-2023)

13 RESEARCH FINDINGS AND CONCLUSION

14 APPENDIX

14.1 Methodology
14.2 Data Source

List Of Tables

LIST OF TABLES AND FIGURES

Figure Contact Center Software Picture
Table Product Specifications of Contact Center Software
Table Global Contact Center Software and Revenue (Million USD) Market Split by Product Type
Figure Global Contact Center Software Revenue Market Share by Types in 2017
Figure Cloud Picture
Figure On-Premises Picture
Table Global Contact Center Software Revenue (Million USD) by Application (2013-2023)
Figure Contact Center Software Revenue Market Share by Applications in 2017
Figure Large Enterprises Picture
Figure Small and Medium-sized Enterprises Picture
Table Global Market Contact Center Software Revenue (Million USD) Comparison by Regions 2013-2023
Figure North America Contact Center Software Revenue (Million USD) and Growth Rate (2013-2023)
Figure Europe Contact Center Software Revenue (Million USD) and Growth Rate (2013-2023)
Figure Asia-Pacific Contact Center Software Revenue (Million USD) and Growth Rate (2013-2023)
Figure South America Contact Center Software Revenue (Million USD) and Growth Rate (2013-2023)
Figure Middle East and Africa Contact Center Software Revenue (Million USD) and Growth Rate (2013-2023)
Figure Global Contact Center Software Revenue (Million USD) and Growth Rate (2013-2023)
Table 8x8, Inc. Basic Information, Manufacturing Base and Competitors
Table 8x8, Inc. Contact Center Software Type and Applications
Table 8x8, Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
Table Alcatel-Lucent Enterprise Basic Information, Manufacturing Base and Competitors
Table Alcatel-Lucent Enterprise Contact Center Software Type and Applications
Table Alcatel-Lucent Enterprise Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
Table Ameyo (Drishti-Soft) Basic Information, Manufacturing Base and Competitors
Table Ameyo (Drishti-Soft) Contact Center Software Type and Applications
Table Ameyo (Drishti-Soft) Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
Table Avaya Inc. Basic Information, Manufacturing Base and Competitors
Table Avaya Inc. Contact Center Software Type and Applications
Table Avaya Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
Table Cisco Basic Information, Manufacturing Base and Competitors
Table Cisco Contact Center Software Type and Applications
Table Cisco Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
Table Enghouse Interactive Inc. Basic Information, Manufacturing Base and Competitors
Table Enghouse Interactive Inc. Contact Center Software Type and Applications
Table Enghouse Interactive Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
Table Five9, Inc. Basic Information, Manufacturing Base and Competitors
Table Five9, Inc. Contact Center Software Type and Applications
Table Five9, Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
Table Genesys Basic Information, Manufacturing Base and Competitors
Table Genesys Contact Center Software Type and Applications
Table Genesys Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
Table Huawei Technologies Co., Ltd. Basic Information, Manufacturing Base and Competitors
Table Huawei Technologies Co., Ltd. Contact Center Software Type and Applications
Table Huawei Technologies Co., Ltd. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
Table Mitel Networks Corporation Basic Information, Manufacturing Base and Competitors
Table Mitel Networks Corporation Contact Center Software Type and Applications
Table Mitel Networks Corporation Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
Table Oracle Basic Information, Manufacturing Base and Competitors
Table Oracle Contact Center Software Type and Applications
Table Oracle Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
Table SAP Basic Information, Manufacturing Base and Competitors
Table SAP Contact Center Software Type and Applications
Table SAP Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
Table Unify, Inc. Basic Information, Manufacturing Base and Competitors
Table Unify, Inc. Contact Center Software Type and Applications
Table Unify, Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
Table Global Contact Center Software Revenue (Million USD) by Players (2013-2018)
Table Global Contact Center Software Revenue Share by Players (2013-2018)
Figure Global Contact Center Software Revenue Share by Players in 2016
Figure Global Contact Center Software Revenue Share by Players in 2017
Figure Global Top 5 Players Contact Center Software Revenue Market Share in 2017
Figure Global Top 10 Players Contact Center Software Revenue Market Share in 2017
Figure Global Contact Center Software Revenue (Million USD) and Growth Rate (%) (2013-2018)
Table Global Contact Center Software Revenue (Million USD) by Regions (2013-2018)
Table Global Contact Center Software Revenue Market Share by Regions (2013-2018)
Figure Global Contact Center Software Revenue Market Share by Regions (2013-2018)
Figure Global Contact Center Software Revenue Market Share by Regions in 2017
Figure North America Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Europe Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Asia-Pacific Contact Center Software Revenue and Growth Rate (2013-2018)
Figure South America Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Middle East and Africa Contact Center Software Revenue and Growth Rate (2013-2018)
Table North America Contact Center Software Revenue by Countries (2013-2018)
Table North America Contact Center Software Revenue Market Share by Countries (2013-2018)
Figure North America Contact Center Software Revenue Market Share by Countries (2013-2018)
Figure North America Contact Center Software Revenue Market Share by Countries in 2017
Figure USA Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Canada Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Mexico Contact Center Software Revenue and Growth Rate (2013-2018)
Table Europe Contact Center Software Revenue (Million USD) by Countries (2013-2018)
Figure Europe Contact Center Software Revenue Market Share by Countries (2013-2018)
Figure Europe Contact Center Software Revenue Market Share by Countries in 2017
Figure Germany Contact Center Software Revenue and Growth Rate (2013-2018)
Figure UK Contact Center Software Revenue and Growth Rate (2013-2018)
Figure France Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Russia Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Italy Contact Center Software Revenue and Growth Rate (2013-2018)
Table Asia-Pacific Contact Center Software Revenue (Million USD) by Countries (2013-2018)
Figure Asia-Pacific Contact Center Software Revenue Market Share by Countries (2013-2018)
Figure Asia-Pacific Contact Center Software Revenue Market Share by Countries in 2017
Figure China Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Japan Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Korea Contact Center Software Revenue and Growth Rate (2013-2018)
Figure India Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Southeast Asia Contact Center Software Revenue and Growth Rate (2013-2018)
Table South America Contact Center Software Revenue by Countries (2013-2018)
Table South America Contact Center Software Revenue Market Share by Countries (2013-2018)
Figure South America Contact Center Software Revenue Market Share by Countries (2013-2018)
Figure South America Contact Center Software Revenue Market Share by Countries in 2017
Figure Brazil Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Argentina Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Colombia Contact Center Software Revenue and Growth Rate (2013-2018)
Table Middle East and Africa Contact Center Software Revenue (Million USD) by Countries (2013-2018)
Table Middle East and Africa Contact Center Software Revenue Market Share by Countries (2013-2018)
Figure Middle East and Africa Contact Center Software Revenue Market Share by Countries (2013-2018)
Figure Middle East and Africa Contact Center Software Revenue Market Share by Countries in 2017
Figure Saudi Arabia Contact Center Software Revenue and Growth Rate (2013-2018)
Figure UAE Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Egypt Contact Center Software Revenue and Growth Rate (2013-2018)
Figure Nigeria Contact Center Software Revenue and Growth Rate (2013-2018)
Figure South Africa Contact Center Software Revenue and Growth Rate (2013-2018)
Table Global Contact Center Software Revenue (Million USD) by Type (2013-2018)
Table Global Contact Center Software Revenue Share by Type (2013-2018)
Figure Global Contact Center Software Revenue Share by Type (2013-2018)
Figure Global Contact Center Software Revenue Share by Type in 2017
Table Global Contact Center Software Revenue Forecast by Type (2018-2023)
Figure Global Contact Center Software Market Share Forecast by Type (2018-2023)
Figure Global Cloud Revenue Growth Rate (2013-2018)
Figure Global On-Premises Revenue Growth Rate (2013-2018)
Table Global Contact Center Software Revenue by Application (2013-2018)
Table Global Contact Center Software Revenue Share by Application (2013-2018)
Figure Global Contact Center Software Revenue Share by Application (2013-2018)
Figure Global Contact Center Software Revenue Share by Application in 2017
Table Global Contact Center Software Revenue Forecast by Application (2018-2023)
Figure Global Contact Center Software Market Share Forecast by Application (2018-2023)
Figure Global Large Enterprises Revenue Growth Rate (2013-2018)
Figure Global Small and Medium-sized Enterprises Revenue Growth Rate (2013-2018)
Figure Global Contact Center Software Revenue (Million USD) and Growth Rate Forecast (2018 -2023)
Table Global Contact Center Software Revenue (Million USD) Forecast by Regions (2018-2023)
Figure Global Contact Center Software Revenue Market Share Forecast by Regions (2018-2023)
Figure North America Contact Center Software Revenue Market Forecast (2018-2023)
Figure Europe Contact Center Software Revenue Market Forecast (2018-2023)
Figure Asia-Pacific Contact Center Software Revenue Market Forecast (2018-2023)
Figure South America Contact Center Software Revenue Market Forecast (2018-2023)
Figure Middle East and Africa Contact Center Software Revenue Market Forecast (2018-2023)