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The demand for contact center software is rising rapidly in the past few years. A rising number of organizations throughout the globe have started changing their focus toward offering a holistic experience to consumers. In today’s extremely competitive industry, consumer needs are ever varying. Customer experience is among the essential factors that influence customer retention. Every business has a contact center to cope with customer issues.
A properly maintained contact center can enable organizations in achieving new customers and retaining the prevailing ones. Customers engage directly with contact centers, which play an essential role in developing the brand image. A bad experience can end in the loss of clients. Thus, the increasing need to cater to changing customer needs and offer a positive customer experience is promoting the acceptance of contact center solutions among organizations.
The report aims to estimate the size of the market for contact center software and the future growth potential of the market for contact center software across various segments, such as type, business functions, and industry verticals.
The base year considered for the analysis is 2019 and from 2020 to 2028 the market size is estimated. The growing implementation of cloud-based contact center solutions is likely to drive the usage of deployment and integration services in the coming years. Businesses across the world are making noteworthy investments in incorporating several tools and applications, such as Customer Relationship Management (CRM), within their business methods.
A contact center software enables organizations to form and enhance a relationship with their prospects and customers by offering effective communication across different channels, such as video, voice, web, mobile applications, chat, and social media. The software helps businesses enhance their overall efficiency by optimizing outbound as well as inbound operations. Additionally, it enables companies with several capabilities, including call monitoring, reporting, and analysis, through a centralized platform.
Key Segments of the Global Contact Center Software Market
Component Overview, 2018-2028 (USD Million)
Regional Overview, 2018-2028 (USD Million)
North America
Europe
Asia Pacific
Middle East and Africa
South America
Important Companies in the Global contact center software market
Reasons for the study
What does the report include?
Who should buy this report?
The demand for contact center software is rising rapidly in the past few years. A rising number of organizations throughout the globe have started changing their focus toward offering a holistic experience to consumers. In today’s extremely competitive industry, consumer needs are ever varying. Customer experience is among the essential factors that influence customer retention. Every business has a contact center to cope with customer issues.
A properly maintained contact center can enable organizations in achieving new customers and retaining the prevailing ones. Customers engage directly with contact centers, which play an essential role in developing the brand image. A bad experience can end in the loss of clients. Thus, the increasing need to cater to changing customer needs and offer a positive customer experience is promoting the acceptance of contact center solutions among organizations.
The report aims to estimate the size of the market for contact center software and the future growth potential of the market for contact center software across various segments, such as type, business functions, and industry verticals.
The base year considered for the analysis is 2019 and from 2020 to 2028 the market size is estimated. The growing implementation of cloud-based contact center solutions is likely to drive the usage of deployment and integration services in the coming years. Businesses across the world are making noteworthy investments in incorporating several tools and applications, such as Customer Relationship Management (CRM), within their business methods.
A contact center software enables organizations to form and enhance a relationship with their prospects and customers by offering effective communication across different channels, such as video, voice, web, mobile applications, chat, and social media. The software helps businesses enhance their overall efficiency by optimizing outbound as well as inbound operations. Additionally, it enables companies with several capabilities, including call monitoring, reporting, and analysis, through a centralized platform.
Key Segments of the Global Contact Center Software Market
Component Overview, 2018-2028 (USD Million)
Regional Overview, 2018-2028 (USD Million)
North America
Europe
Asia Pacific
Middle East and Africa
South America
Important Companies in the Global contact center software market
Reasons for the study
What does the report include?
Who should buy this report?
Chapter 1 Introduction
1.1 Introduction to the Study
1.2 Market Definition and Scope
1.3 Units, Currency, Conversions and Years Considered
1.4 Key Stakeholders
1.5 Key Questions Answered
Chapter 2 Research Methodology
2.1 Introduction
2.2 Data Capture Sources
2.2.1 Primary Sources
2.2.2 Secondary Sources
2.3 Market Size Estimation
2.4 Market Forecast
2.5 Data Triangulation
2.6 Assumptions and Limitations
Chapter 3 Executive Summary
Chapter 4 Market Outlook
4.1 Introduction
4.2 Value Chain Analysis
4.3 Market Dynamics
4.3.1 Drivers
4.3.2 Restraints
4.3.3 Opportunities
4.4 Porter’s Five Forces Analysis
4.5 PEST Analysis
4.6. Regulatory Landscape
4.7 COVID-19 Impact Analysis
Chapter 5 Contact Center Software Market t by Component
5.1 Introduction
5.2. Solution
5.2.1. Automatic Call Distribution (ACD)
5.2.2. Call Recording
5.2.3. Computer Telephony Integration (CTI)
5.2.4. Customer Collaboration
5.2.5. Dialer
5.2.6. Interactive Voice Responses (IVR)
5.2.7. Reporting & Analytics
5.2.8. Workforce Optimization
5.2.9. Others
5.3 Services
5.3.1. Integration & Deployment
5.3.2. Support & Maintenance
5.3.3. Training & Consulting
5.3.4. Managed Services
Chapter 6 Contact Center Software Market by Organization Size
6.1 Introduction
6.2 SMEs
6.3 Large Enterprises
Chapter 7 Contact Center Software Market by End-User
6.1 Introduction
7.1 BFSI
7.2 Consumer Goods and Retail
7.3 Healthcare
7.4 IT and Telecom
7.5 Government
7.6 Travel and Hospitality
7.7 Media and Entertainment
7.8 Others
Chapter 8 Contact Center Software Market By Region
8.1 Introduction
8.2 North America
8.2.1 U.S.
8.2.2 Canada
8.3 Europe
8.3.1 Germany
8.3.2 France
8.3.3 UK
8.3.4 Rest of Europe
8.4 Asia Pacific
8.4.1 China
8.4.2 Japan
8.4.3 India
8.4.4 Rest of Asia Pacific
8.5 Middle East & Africa
8.5.1 UAE
8.5.2 South Africa
8.5.3 Rest of Middle East & Africa
8.6 South America
8.6.1 Brazil
8.6.2 Rest of South America
Chapter 9 Competitive Landscape
91 Overview
9.2 Strategic Initiatives
9.2.1 Mergers & Acquisitions
9.2.2 New Product Launch
9.2.3 Investments
9.2.4 Expansion
9.2.5 Customer Targeting
Chapter 10 Company Profiles
(Overview, Products and Services Portfolio, Recent Initiatives, Company Financials, SWOT)
10.1 3CLogic
10.2 8x8
10.3 Alcatel-Lucent Enterprise
10.4 Ameyo
10.5 Avaya
10.6 BT
10.7 Cisco
10.8 Enghouse Interactive
10.9 Fenero
10.10 Discendum Five9 Five9
10.11 Genesys