Global Contact Center Software Market Size Study By Component (Services, and Solution), By Deployment (On-Premise, and Hosted), By Enterprise (SMEs, and Large), By End-Use (Healthcare, BFSI, Government, Consumer Goods & Retail, Telecom & IT, Others), and By Regional (North America, Europe, Asia Pacific, Latin America, and Rest of the World) Forecasts, 2018-2025

August 2018 | 120 pages | ID: GE2EAFA6FEFEN
Bizwit Research & Consulting LLP

Abstracts

Global Contact Center Software Market to reach USD 52.09 billion by 2025.

Global Contact Center Software Market valued approximately USD 14.01 billion in 2016 is forecasted to grow with a healthy growth rate of more than 15.71% over the forecast period 2018-2025. The major factors speculated to augment the markets are growing choice of cloud-based contact centers, the escalating need for the automation of contact center solutions and increasing focus on improving customer experience through omnichannel solutions. Contact Center Software lets phone calls from your customers & users reach your agents for solutions, customer service, and sales.

The regional analysis of Global Contact Center Software Market is considered for the key regions such as Asia Pacific, North America, Europe, Latin America and Rest of the World. North America is the leading region across the world in terms of market share. Whereas, owing to the countries such as China, Japan, and India, Asia Pacific region is also expected to exhibit higher growth rate / CAGR over the forecast period 2018-2025.

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Component:

• Service
• Training & Consulting
• Integration & Deployment
• Managed Services
• Support & Maintenance
• Solution
• Dialer
• Automatic Call Distribution (ACD)
• Computer Telephony Integration (CTI)
• Workforce Optimization
• Call Recording
• Interactive Voice Responses (IVR)
• Customer Collaboration
• Reporting & Analytics

By Deployment:

• On-Premise
• Hosted

By Enterprise:

• SMEs
• Large Enterprises

By End-Use:

• Healthcare
• Banking, Financial Services & Insurance (BFSI)
• Government
• Travelling & Hospitality
• Consumer Goods & Retail
• Telecom & IT
• Others

By Regions:

• North America
• U.S.
• Canada
• Europe
• UK
• Germany
• Asia Pacific
• China
• India
• Japan
• Latin America
• Brazil
• Mexico
• Rest of the World

Furthermore, years considered for the study are as follows:

• Historical year – 2015, 2016
• Base year – 2017
• Forecast period – 2018 to 2025

The industry is seeming to be fairly competitive. Some of the leading market players include Mitel Corporation, Alcatel-Lucent Enterprise, SAP SE, Avaya, Inc., Enghouse Interactive, Inc., Cisco Systems, Inc., Five9, Inc., Huawei Technologies Co., Ltd., Genesys, Nice Systems Ltd., and so on. The fierce competitiveness has made these players spend in product developments to improve the customer’s requirements.

Target Audience of the Contact Center Software Market Study:

• Key Consulting Companies & Advisors
• Large, medium-sized, and small enterprises
• Venture capitalists
• Value-Added Resellers (VARs)
• Third-party knowledge providers
• Investment bankers
• Investors

Contents

CHAPTER 1. GLOBAL CONTACT CENTER SOFTWARE MARKET DEFINITION & SCOPE

1.1. Research Objective
1.2. Market Definition
1.3. Scope of The Study
1.4. Years Considered for The Study
1.5. Currency Conversion Rates
1.6. Report Limitation

CHAPTER 2. RESEARCH METHODOLOGY

2.1. Research Process
  2.1.1. Data Mining
  2.1.2. Analysis
  2.1.3. Market Estimation
  2.1.4. Validation
  2.1.5. Publishing
2.2. Research Assumption

CHAPTER 3. EXECUTIVE SUMMARY

3.1. Global & Segmental Market Estimates & Forecasts, 2015-2025 (USD Billion)
3.2. Key Trends

CHAPTER 4. GLOBAL CONTACT CENTER SOFTWARE MARKET DYNAMICS

4.1. Growth Prospects
  4.1.1. Drivers
  4.1.2. Restraints
  4.1.3. Opportunities
4.2. Industry Analysis
  4.2.1. Porter’s 5 Force Model
  4.2.2. PEST Analysis
  4.2.3. Value Chain Analysis
4.3. Analyst Recommendation & Conclusion

CHAPTER 5. GLOBAL CONTACT CENTER SOFTWARE MARKET BY COMPONENT

5.1. Market Snapshot
5.2. Market Performance - Potential Model
5.3. Contact Center Software Market, Sub Segment Analysis
  5.3.1. Service
    5.3.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    5.3.1.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)
    5.3.1.3. Type breakdown estimates & forecasts, 2015-2025 (USD Billion)
      5.3.1.3.1. Training & Consulting
      5.3.1.3.2. Integration & Deployment
      5.3.1.3.3. Managed Services
      5.3.1.3.4. Support & Maintenance
  5.3.2. Solution
    5.3.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    5.3.2.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)
    5.3.2.3. Type breakdown estimates & forecasts, 2015-2025 (USD Billion)
      5.3.2.3.1. Dialer
      5.3.2.3.2. Automatic Call Distribution (ACD)
      5.3.2.3.3. Computer Telephony Integration (CTI)
      5.3.2.3.4. Workforce Optimization
      5.3.2.3.5. Call Recording
      5.3.2.3.6. Interactive Voice Responses (IVR)
      5.3.2.3.7. Customer Collaboration
      5.3.2.3.8. Reporting & Analytics

CHAPTER 6. GLOBAL CONTACT CENTER SOFTWARE MARKET BY DEPLOYMENT

6.1. Market Snapshot
6.2. Market Performance - Potential Model
6.3. Contact Center Software Market, Sub Segment Analysis
  6.3.1. On-Premise
    6.3.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    6.3.1.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)
  6.3.2. Hosted
    6.3.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    6.3.2.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

CHAPTER 7. GLOBAL CONTACT CENTER SOFTWARE MARKET BY ENTERPRISE

7.1. Market Snapshot
7.2. Market Performance - Potential Model
7.3. Contact Center Software Market, Sub Segment Analysis
  7.3.1. SMEs
    7.3.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    7.3.1.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)
  7.3.2. Large Enterprises
    7.3.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    7.3.2.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

CHAPTER 8. GLOBAL CONTACT CENTER SOFTWARE MARKET BY END-USE

8.1. Market Snapshot
8.2. Market Performance - Potential Model
8.3. Contact Center Software Market, Sub Segment Analysis
  8.3.1. Healthcare
    8.3.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    8.3.1.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)
  8.3.2. Banking, Financial Services & Insurance (BFSI)
    8.3.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    8.3.2.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)
  8.3.3. Government
    8.3.3.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    8.3.3.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)
  8.3.4. Travelling & Hospitality
    8.3.4.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    8.3.4.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)
  8.3.5. Consumer Goods & Retail
    8.3.5.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    8.3.5.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)
  8.3.6. Telecom & IT
    8.3.6.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    8.3.6.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)
  8.3.7. Others
    8.3.7.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    8.3.7.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

CHAPTER 9. GLOBAL CONTACT CENTER SOFTWARE MARKET, REGIONAL ANALYSIS

9.1. Contact Center Software Market, Regional Market Snapshot (2015-2025)
9.2. North America Contact Center Software Market Snapshot
  9.2.1. U.S.
    9.2.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.2.1.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.2.1.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.2.1.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.2.1.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)
  9.2.2. Canada
    9.2.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.2.2.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.2.2.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.2.2.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.2.2.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)
9.3. Europe Contact Center Software Market Snapshot
  9.3.1. U.K.
    9.3.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.3.1.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.3.1.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.3.1.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.3.1.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)
  9.3.2. Germany
    9.3.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.3.2.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.3.2.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.3.2.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.3.2.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)
  9.3.3. France
    9.3.3.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.3.3.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.3.3.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.3.3.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.3.3.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)
  9.3.4. Rest of Europe
    9.3.4.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.3.4.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.3.4.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.3.4.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.3.4.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)
9.4. Asia Contact Center Software Market Snapshot
  9.4.1. China Contact Center Software Market Size Estimates & Forecasts, 2015-2025 (USD Billion)
    9.4.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.4.1.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.4.1.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.4.1.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.4.1.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)
  9.4.2. India
    9.4.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.4.2.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.4.2.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.4.2.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.4.2.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)
  9.4.3. Japan
    9.4.3.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.4.3.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.4.3.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.4.3.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.4.3.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)
  9.4.4. Rest of Asia Pacific
    9.4.4.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.4.4.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.4.4.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.4.4.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.4.4.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)
9.5. Latin America Contact Center Software Market Snapshot
  9.5.1. Brazil
    9.5.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.5.1.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.5.1.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.5.1.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.5.1.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)
  9.5.2. Mexico
    9.5.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.5.2.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.5.2.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.5.2.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.5.2.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)
9.6. Rest of The World
  9.6.1. South America
    9.6.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.6.1.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.6.1.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.6.1.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.6.1.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)
  9.6.2. Middle East and Africa
    9.6.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)
    9.6.2.2. Component breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.6.2.3. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.6.2.4. Enterprise breakdown estimates & forecasts, 2015-2025 (USD Billion)
    9.6.2.5. End-Use breakdown estimates & forecasts, 2015-2025 (USD Billion)

CHAPTER 10. COMPETITIVE INTELLIGENCE

10.1. Company Market Share (Subject to Data Availability)
10.2. Top Market Strategies
10.3. Company Profiles
  10.3.1. Mitel Corporation
    10.3.1.1. Overview
    10.3.1.2. Financial (Subject to Data Availability)
    10.3.1.3. Product Summary
    10.3.1.4. Recent Developments
  10.3.2. Alcatel-Lucent Enterprise
  10.3.3. SAP SE
  10.3.4. Avaya, Inc.
  10.3.5. Enghouse Interactive, Inc.
  10.3.6. Cisco Systems, Inc.
  10.3.7. Five9, Inc.
  10.3.8. Huawei Technologies Co., Ltd.
  10.3.9. Genesys
  10.3.10. Nice Systems Ltd.