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Report
Contact Center Software Market by Component (Solutions and Services), Deployment Model (Cloud and On-Premises), Organization Size ( Large and Small and Medium-Sized Enterprises), Industry and Region - Global Forecast to 2027
Market Report I 2022-07-26 I 325 Pages I MarketsandMarkets
The Contact Center Software market size is expected to grow from USD 35.2 billion in 2022 to USD 93.7 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 21.6% during the forecast period. The infusion of Artificial Intelligence (AI)-related technologies, such as Machine Learning (ML) and Natural Language Processing (NLP), further adds to the available opportunities for contact center solution providers to innovate in the market.
The services enables benefit the organizations by enhancing the contact center solution's execution and streamlining their operations
Services form an integral part of the Contact Center Software software life cycle. With these services, contact center solution providers enables end users to integrate and deploy software configured to their requirements. Enterprises across the globe are investing heavily on integrating several applications and tools, such as CRM into their business processes, thus, driving the growth of this segment. The growing need for business agility and rapid deployment of cloud-based solutions also contributes well for the growth of the these services in the market. The managed services segment is expected grow at fast rate over the forecast period.
Scalability and cost-effectiveness are the major factors driving the adoption of cloud-based Contact Center Software.
While enabling contact centers to optimize agent performance, enhance customer experiences, and streamline routing of calls and similar demands, cloud-based contact center solutions help eliminate costs related to physical telephony systems, servers, storage hardware, and technical staff. The cloud-based deployment model is expected to replace the on-premises-based deployment model in the short-term.
The intensely competitive market scenario has encouraged SMEs to invest in contact center solutions to achieve high business efficiency
Being constrained by limited budgets, small IT infrastructure, and staff, SMEs look for flexible, scalable, and cost-effective solutions. Hence, SMEs increasingly adopt cloud-based Contact Center Software solutions to optimize and automate customer communications and outreach.
Contact Center Software in the retail and consumer goods industry has a specific importance in the overall business operations and is expected to deliver a higher RoI
Contact center solutions are one-stop solutions that help retail and consumer goods businesses in building customer-centric market strategies and making faster decisions based on customer preferences, past buying behaviors, and real-time interactions. These solutions assist companies in making significant enhancements in business operations. Using the contact center solutions, companies can easily analyze the historical interest of customers and purchase patterns to deliver the best possible recommendations and gain maximum profits.
North America to dominate the Contact Center Software market in 2022
The two major countries contributing towards region's growth: the US and Canada are expected to boost the adoption of contact center software solution in the region. The vendors in this region are continuously focusing on developing and integrating contact center solutions for organizations that are willing to streamline their customer care processes. For instance, in December 2021, 8X8, Inc. has announced that DMV Veterinary Centers, an emergency and specialty pet hospitals and services provider in Canada, have deployed their 8x8 Contact Center for Microsoft Teams which has helped DMV Veterinary Centers in meeting the growing demand for veterinary services and thus, effectively enhance the customer experience for pet owners. The solution provides advanced omnichannel contact center capabilities to ensure quick resolution of customer issues across the four veterinary centers in Canada. The growth in call volumes, increase in demand for the remote management of contact center agent performance, heightened adoption of contact center solutions by government and public sector organizations, and rise in M&As and partnerships by contact center providers in the region drive the adoption of contact center solutions in North America.
In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with the key people. The breakup of the profiles of the primary participants as follows:
- By Company Type: Tier I: 35%, Tier II: 25%, and Tier III: 40%
- By Designation: C-Level: 25%, D-Level: 30%, and Others: 45%
- By Region: North America: 42%, Europe: 25%, APAC: 18%, Row: 15%
The report profiles the following key vendors:
1. Genesys (US)
2. IBM (US)
3. AWS (US)
4. Five9 (US)
5. Twilio (US)
6. Mitel (Canada)
7. NICE (Israel)
8. Cisco (US)
9. BT (UK)
10. Verizon (US)
Research Coverage
The report segments the Contact Center Software market by the component segment which includes solutions and services. The solutions has various types such as omnichannel routing, workforce engagement management, reporting and analytics, customer engagement, others. The services are further segmented into consulting, integration and implementation, and training, support, and maintenance.
Based on the deployment model, the market is segmented into on-premises and cloud.
The market is also segmented based on organization sizes as small and medium-sized enterprises and large enterprises.
Different industries using contact center solutions include BFSI, telecommunications, IT and ITES, government and public sector, retail and consumer goods, manufacturing, energy and utilities and other industries.
The geographic analysis of the contact center market is spread across five major regions: North America, Europe, Asia Pacific, Middle East & Africa, and Latin America.
Key Benefits of Buying the Report
The report will help the market leaders/new entrants in the Contact Center Software market with information on the closest approximations of the revenue numbers for the overall Contact Center Software market and the subsegments. The report will help stakeholders understand the competitive landscape and gain more insights to better position their businesses and to plan suitable go-to-market strategies. The report also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.
1 INTRODUCTION 42
1.1 STUDY OBJECTIVES 42
1.2 MARKET DEFINITION 42
1.2.1 INCLUSIONS AND EXCLUSIONS 43
1.3 MARKET SCOPE 44
1.3.1 MARKET SEGMENTATION 44
1.3.2 GEOGRAPHIC SCOPE 45
1.3.3 YEARS CONSIDERED 45
1.4 CURRENCY CONSIDERED 46
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2019-2021 46
1.5 STAKEHOLDERS 46
1.6 SUMMARY OF CHANGES 46
2 RESEARCH METHODOLOGY 48
2.1 RESEARCH DATA 48
FIGURE 1 CONTACT CENTER SOFTWARE MARKET: RESEARCH DESIGN 49
2.1.1 SECONDARY DATA 49
2.1.2 PRIMARY DATA 50
2.1.2.1 Breakup of primaries 51
FIGURE 2 BREAKUP OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION 51
2.1.2.2 Key industry insights 51
2.2 MARKET BREAKUP AND DATA TRIANGULATION 52
FIGURE 3 DATA TRIANGULATION 52
2.3 MARKET SIZE ESTIMATION 53
FIGURE 4 CONTACT CENTER SOFTWARE MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 53
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 1 (SUPPLY SIDE): REVENUE OF SERVICES FROM CONTACT CENTER SOFTWARE VENDORS 54
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF CONTACT CENTER SOFTWARE VENDORS 55
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 2 (DEMAND SIDE): CONTACT CENTER SOFTWARE MARKET 56
FIGURE 8 MARKET SIZE ESTIMATION METHODOLOGY - SUPPLY SIDE: ILLUSTRATION OF VENDOR REVENUE ESTIMATION 56
2.4 MARKET FORECAST 57
TABLE 2 FACTOR ANALYSIS 57
2.5 COMPANY EVALUATION MATRIX METHODOLOGY 58
FIGURE 9 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE 58
2.6 STARTUP/SME EVALUATION MATRIX METHODOLOGY 59
FIGURE 10 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE 59
2.7 ASSUMPTIONS 60
2.8 LIMITATIONS 61
3 EXECUTIVE SUMMARY 62
FIGURE 11 CONTACT CENTER MARKET: GLOBAL SNAPSHOT, 2020-2027 62
FIGURE 12 TOP-GROWING SEGMENTS IN CONTACT CENTER MARKET 63
FIGURE 13 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING FORECAST PERIOD 64
FIGURE 14 CLOUD DEPLOYMENT MODEL TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 64
FIGURE 15 SMALL AND MEDIUM-SIZED ENTERPRISES TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 65
FIGURE 16 RETAIL & CONSUMER GOODS INDUSTRY VERTICAL TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 65
FIGURE 17 NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD 66
4 PREMIUM INSIGHTS 67
4.1 BRIEF OVERVIEW OF CONTACT CENTER MARKET 67
FIGURE 18 INCREASING INVESTMENTS IN CONTACT CENTER SOLUTIONS TO IMPROVE AND ENHANCE CUSTOMER EXPERIENCES 67
4.2 CONTACT CENTER MARKET, BY COMPONENT, 2022 VS. 2027 67
FIGURE 19 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE BY 2027 67
4.3 CONTACT CENTER MARKET, BY SOLUTION, 2022 VS. 2027 68
FIGURE 20 OMNICHANNEL ROUTING TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027 68
4.4 CONTACT CENTER MARKET, BY SERVICE, 2022 VS. 2027 68
FIGURE 21 INTEGRATION & IMPLEMENTATION SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027 68
4.5 CONTACT CENTER MARKET, BY DEPLOYMENT MODEL, 2022 VS. 2027 69
FIGURE 22 ON-PREMISES DEPLOYMENT TO ACCOUNT FOR LARGER MARKET SHARE BY 2027 69
4.6 CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022 VS. 2027 69
FIGURE 23 LARGE ENTERPRISES TO ACCOUNT FOR LARGER MARKET SHARE BY 2027 69
4.7 CONTACT CENTER MARKET, BY INDUSTRY, 2022 VS. 2027 70
FIGURE 24 BANKING FINANCIAL SERVICES AND INSURANCE VERTICAL TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027 70
4.8 CONTACT CENTER MARKET-INVESTMENT SCENARIO 70
FIGURE 25 ASIA PACIFIC TO EMERGE AS BEST MARKET FOR INVESTMENT IN NEXT FIVE YEARS 70
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5 MARKET OVERVIEW AND INDUSTRY TRENDS 71
5.1 INTRODUCTION 71
5.2 MARKET DYNAMICS 72
FIGURE 26 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CONTACT CENTER SOFTWARE MARKET 72
5.2.1 DRIVERS 72
5.2.1.1 Rising adoption of advanced contact center technologies 72
5.2.1.2 Need for handling contact center attrition and absenteeism 73
5.2.1.3 Role of social media in contact center operations 73
5.2.1.4 Increasing adoption of virtual and cloud-based contact center solutions during and post-COVID-19 73
5.2.1.5 Continuous transition to cloud-based contact centers 74
5.2.1.6 Growing demand for personalized and streamlined customer interactions 74
5.2.2 RESTRAINTS 74
5.2.2.1 Inadequate network bandwidth minimizes the adoption of VoIP and cloud-based telephony 74
5.2.2.2 High costs and long-term contracts associated with PRI phone services 75
5.2.2.3 Impact of IVR frauds and cyber-attacks on business operations 75
5.2.3 OPPORTUNITIES 75
5.2.3.1 Dynamic customer demands for robust self-service interactions 75
5.2.3.2 Growing demand for analyzing audio and video conversations 76
5.2.3.3 Shifting focus of enterprises toward work-from-home culture 76
5.2.4 CHALLENGES 76
5.2.4.1 Data privacy and security aspects 76
5.2.4.2 Barriers to moving contact centers to cloud environments 77
5.3 ECOSYSTEM 77
FIGURE 27 CONTACT CENTER SOFTWARE MARKET: ECOSYSTEM 77
5.4 SUPPLY CHAIN ANALYSIS 78
FIGURE 28 CONTACT CENTER SOFTWARE MARKET: SUPPLY CHAIN 78
5.5 KEY STAKEHOLDERS AND BUYING CRITERIA 79
5.5.1 KEY STAKEHOLDERS IN THE BUYING PROCESS 79
TABLE 3 KEY STAKEHOLDERS IN BUYING PROCESS BY TOP THREE INDUSTRY VERTICALS 79
5.5.2 BUYING CRITERIA 80
TABLE 4 CONTACT CENTER SOFTWARE VENDOR'S SELECTION CRITERIA 80
5.6 TECHNOLOGY ANALYSIS 81
5.6.1 ADVANCED ANALYTICS 81
5.6.1.1 Data analytics 81
5.6.1.2 Speech analytics 81
5.6.1.3 Sentiment analytics 82
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5.6.2 ARTIFICIAL INTELLIGENCE 82
5.6.2.1 Machine learning 82
5.6.2.2 Natural language processing 83
5.7 PRICING ANALYSIS 83
TABLE 5 CONTACT CENTER SOFTWARE MARKET: PRICING ANALYSIS 84
5.8 PATENT ANALYSIS 85
FIGURE 29 NUMBER OF PATENTS PUBLISHED, 2012-2022 85
FIGURE 30 TOP FIVE PATENT OWNERS (GLOBAL) 85
TABLE 6 TOP TEN PATENT APPLICANTS (US) 86
TABLE 7 CONTACT CENTER SOFTWARE MARKET - PATENTS GRANTED TO CONTACT CENTER SOFTWARE VENDORS 86
5.9 KEY CONFERENCES AND EVENTS IN 2022-2023 91
TABLE 8 CONTACT CENTER SOFTWARE MARKET: DETAILED LIST OF CONFERENCES AND EVENTS 91
5.10 COVID-19 DRIVEN MARKET DYNAMICS 92
5.10.1 DRIVERS AND OPPORTUNITIES 92
5.10.2 RESTRAINTS AND CHALLENGES 93
5.11 CASE STUDY ANALYSIS 94
5.11.1 CASE STUDY 1: BFSI 94
5.11.2 CASE STUDY 2: MANUFACTURING 94
5.11.3 CASE STUDY 3: RETAIL 95
5.11.4 CASE STUDY 4: HEALTHCARE 96
5.11.5 CASE STUDY 5: TELECOMMUNICATIONS 96
5.11.6 CASE STUDY 6: INFORMATION TECHNOLOGY 97
5.11.7 CASE STUDY 7: GOVERNMENT 97
5.11.8 CASE STUDY 8: MEDIA AND ENTERTAINMENT 98
5.12 PORTER'S FIVE FORCES ANALYSIS 99
FIGURE 31 CONTACT CENTER SOFTWARE MARKET: PORTER'S FIVE FORCES ANALYSIS 99
TABLE 9 CONTACT CENTER SOFTWARE MARKET: PORTER'S FIVE FORCES ANALYSIS 99
5.12.1 THREAT OF NEW ENTRANTS 100
5.12.2 THREAT OF SUBSTITUTES 100
5.12.3 BARGAINING POWER OF SUPPLIERS 100
5.12.4 BARGAINING POWER OF BUYERS 101
5.12.5 INTENSITY OF COMPETITIVE RIVALRY 101
5.13 EMERGING TRENDS 101
FIGURE 32 TRENDS AND DISRUPTIONS IMPACTING CONTACT CENTER SOFTWARE MARKET 101
5.14 TARIFF AND REGULATORY LANDSCAPE 102
5.14.1 REGULATORY BODIES, GOVERNMENT AGENCIES AND OTHER ORGANIZATIONS 102
TABLE 10 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 102
TABLE 11 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 102
TABLE 12 ASIA-PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 103
TABLE 13 REST OF WORLD: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 103
5.14.2 REGULATIONS 104
5.14.2.1 North America 104
5.14.2.2 Europe 104
5.14.2.3 Asia Pacific 105
5.14.2.4 Middle East and South Africa 105
5.14.2.5 Latin America 105
6 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT 106
6.1 INTRODUCTION 107
FIGURE 33 SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 107
TABLE 14 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2016-2020 (USD MILLION) 107
TABLE 15 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2021-2027 (USD MILLION) 107
6.1.1 COMPONENT: CONTACT CENTER SOFTWARE MARKET DRIVERS 108
6.1.2 COMPONENT: COVID-19 IMPACT 108
6.2 SOLUTION 108
TABLE 16 SOLUTION: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2016-2020 (USD MILLION) 109
TABLE 17 SOLUTION: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2021-2027 (USD MILLION) 109
TABLE 18 SOLUTION: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2020 (USD MILLION) 109
TABLE 19 SOLUTION: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2021-2027 (USD MILLION) 110
6.2.1 OMNICHANNEL ROUTING 110
6.2.1.1 Digital channels 110
6.2.1.2 Interactive voice response 110
6.2.1.3 Automatic call distributors 111
6.2.1.4 Dialers 111
6.2.1.5 Virtual agents 111
TABLE 20 OMNICHANNEL ROUTING: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2020 (USD MILLION) 111
TABLE 21 OMNICHANNEL ROUTING: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2021-2027 (USD MILLION) 112
6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT 112
6.2.2.1 Workforce optimization 112
6.2.2.2 Call recording and quality management 112
TABLE 22 WORKFORCE ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2020 (USD MILLION) 113
TABLE 23 WORKFORCE ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2021-2027 (USD MILLION) 113
6.2.3 REPORTING AND ANALYTICS 113
6.2.3.1 Historical and customized reports 113
6.2.3.2 Speech analytics 114
6.2.3.3 Text analytics 114
TABLE 24 REPORTING AND ANALYTICS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2020 (USD MILLION) 114
TABLE 25 REPORTING AND ANALYTICS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2021-2027 (USD MILLION) 114
6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT 115
TABLE 26 CUSTOMER ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2020 (USD MILLION) 115
TABLE 27 CUSTOMER ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2021-2027 (USD MILLION) 115
6.2.5 OTHER SOLUTIONS 116
TABLE 28 OTHERS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2020 (USD MILLION) 116
TABLE 29 OTHERS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2021-2027 (USD MILLION) 116
6.3 SERVICES 117
TABLE 30 SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2016-2020 (USD MILLION) 117
TABLE 31 SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2021-2027 (USD MILLION) 117
TABLE 32 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2020 (USD MILLION) 118
TABLE 33 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2021-2027 (USD MILLION) 118
6.3.1 CONSULTING 118
TABLE 34 CONSULTING: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2020 (USD MILLION) 119
TABLE 35 CONSULTING: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2021-2027 (USD MILLION) 119
6.3.2 IMPLEMENTATION AND INTEGRATION 119
TABLE 36 IMPLEMENTATION AND INTEGRATION: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2020 (USD MILLION) 120
TABLE 37 IMPLEMENTATION AND INTEGRATION: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2021-2027 (USD MILLION) 120
6.3.3 TRAINING, SUPPORT, AND MAINTENANCE 120
TABLE 38 TRAINING, SUPPORT, AND MAINTENANCE MARKET SIZE, BY REGION, 2016-2020 (USD MILLION) 121
TABLE 39 TRAINING, SUPPORT, AND MAINTENANCE MARKET SIZE, BY REGION, 2021-2027 (USD MILLION) 121
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7 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODEL 122
7.1 INTRODUCTION 123
FIGURE 34 CLOUD DEPLOYMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 123
TABLE 40 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODEL, 2016-2020 (USD MILLION) 123
TABLE 41 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODEL, 2021-2027 (USD MILLION) 123
7.1.1 DEPLOYMENT MODEL: CONTACT CENTER SOFTWARE MARKET DRIVERS 124
7.1.2 DEPLOYMENT MODEL: COVID-19 IMPACT 124
7.2 ON-PREMISES 124
TABLE 42 ON-PREMISES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2020 (USD MILLION) 125
TABLE 43 ON-PREMISES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2021-2027 (USD MILLION) 125
7.3 CLOUD 125
TABLE 44 CLOUD: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2020 (USD MILLION) 126
TABLE 45 CLOUD: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2021-2027 (USD MILLION) 126
8 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE 127
8.1 INTRODUCTION 128
8.1.1 ORGANIZATION SIZE: CONTACT CENTER SOFTWARE MARKET 128
8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT 128
FIGURE 35 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 128
TABLE 46 CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 129
TABLE 47 CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 129
8.2 LARGE ENTERPRISES 129
TABLE 48 LARGE ENTERPRISES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2020 (USD MILLION) 130
TABLE 49 LARGE ENTERPRISES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2021-2027 (USD MILLION) 130
8.3 SMALL AND MEDIUM-SIZED ENTERPRISES 130
TABLE 50 SMALL AND MEDIUM-SIZED ENTERPRISES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2020(USD MILLION) 131
TABLE 51 SMALL AND MEDIUM-SIZED ENTERPRISES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2021-2027 (USD MILLION) 131
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9 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY 132
9.1 INTRODUCTION 133
FIGURE 36 BFSI INDUSTRY EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 133
TABLE 52 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2016-2020(USD MILLION) 133
TABLE 53 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2021-2027(USD MILLION) 134
9.1.1 INDUSTRY: CONTACT CENTER SOFTWARE MARKET DRIVERS 134
9.1.2 INDUSTRY: COVID-19 IMPACT 135
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 135
TABLE 54 BANKING, FINANCIAL SERVICES, AND INSURANCE: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2020 (USD MILLION) 135
TABLE 55 BANKING, FINANCIAL SERVICES, AND INSURANCE: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2021-2027 (USD MILLION) 136
9.3 TELECOMMUNICATIONS 136
TABLE 56 TELECOMMUNICATIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2020 (USD MILLION) 136
TABLE 57 TELECOMMUNICATIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2021-2027 (USD MILLION) 137
9.4 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES 137
TABLE 58 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2020 (USD MILLION) 137
TABLE 59 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2021-2027 (USD MILLION) 138
9.5 GOVERNMENT AND PUBLIC SECTOR 138
TABLE 60 GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2020 (USD MILLION) 138
TABLE 61 GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2021-2027 (USD MILLION) 139
9.6 RETAIL AND CONSUMER GOODS 139
TABLE 62 RETAIL AND CONSUMER GOODS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2020 (USD MILLION) 139
TABLE 63 RETAIL AND CONSUMER GOODS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2021-2027 (USD MILLION) 140
9.7 MANUFACTURING 140
TABLE 64 MANUFACTURING: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2020 (USD MILLION) 140
TABLE 65 MANUFACTURING: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2021-2027 (USD MILLION) 141
9.8 ENERGY AND UTILITIES 141
TABLE 66 ENERGY AND UTILITIES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2020 (USD MILLION) 141
TABLE 67 ENERGY AND UTILITIES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2021-2027 (USD MILLION) 142
9.9 OTHERS 142
TABLE 68 OTHERS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2020 (USD MILLION) 143
TABLE 69 OTHERS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2021-2027 (USD MILLION) 143
10 CONTACT CENTER SOFTWARE MARKET, BY REGION 144
10.1 INTRODUCTION 145
FIGURE 37 ASIA PACIFIC TO SHOW HIGHEST GROWTH RATE DURING FORECAST PERIOD 145
TABLE 70 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2020 (USD MILLION) 145
TABLE 71 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2021-2027 (USD MILLION) 145
10.2 NORTH AMERICA 146
10.2.1 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET DRIVERS 146
10.2.2 NORTH AMERICA: COVID-19 IMPACT 146
FIGURE 38 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SNAPSHOT 147
TABLE 72 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2016-2020 (USD MILLION) 147
TABLE 73 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 148
TABLE 74 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2016-2020 (USD MILLION) 148
TABLE 75 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2021-2027 (USD MILLION) 148
TABLE 76 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2016-2020 (USD MILLION) 149
TABLE 77 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2021-2027 (USD MILLION) 149
TABLE 78 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 149
TABLE 79 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 149
TABLE 80 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2020 (USD MILLION) 150
TABLE 81 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2021-2027 (USD MILLION) 150
TABLE 82 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2016-2020 (USD MILLION) 150
TABLE 83 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2021-2027 (USD MILLION) 151
TABLE 84 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2020 (USD MILLION) 151
TABLE 85 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2021-2027 (USD MILLION) 151
10.2.3 US 152
TABLE 86 US: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 152
TABLE 87 US: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 152
TABLE 88 US: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2020 (USD MILLION) 153
TABLE 89 US: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2021-2027 (USD MILLION) 153
TABLE 90 US: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 153
TABLE 91 US: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 153
10.2.4 CANADA 154
TABLE 92 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 154
TABLE 93 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 154
TABLE 94 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2020 (USD MILLION) 154
TABLE 95 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2021-2027 (USD MILLION) 155
TABLE 96 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 155
TABLE 97 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 155
10.3 EUROPE 155
10.3.1 EUROPE: CONTACT CENTER SOFTWARE MARKET DRIVERS 156
10.3.2 EUROPE: COVID-19 IMPACT 156
TABLE 98 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 156
TABLE 99 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 157
TABLE 100 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2016-2020 (USD MILLION) 157
TABLE 101 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2021-2027 (USD MILLION) 157
TABLE 102 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2016-2020 (USD MILLION) 158
TABLE 103 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2021-2027 (USD MILLION) 158
TABLE 104 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 158
TABLE 105 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 158
TABLE 106 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2020 (USD MILLION) 159
TABLE 107 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2021-2027 (USD MILLION) 159
TABLE 108 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2016-2020 (USD MILLION) 159
TABLE 109 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2021-2027 (USD MILLION) 160
TABLE 110 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2020 (USD MILLION) 160
TABLE 111 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2021-2027 (USD MILLION) 161
10.3.3 UK 161
TABLE 112 UK: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 161
TABLE 113 UK: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 162
TABLE 114 UK: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 162
TABLE 115 UK: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 162
10.3.4 GERMANY 162
TABLE 116 GERMANY: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 163
TABLE 117 GERMANY: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 163
TABLE 118 GERMANY: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 163
TABLE 119 GERMANY: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 163
10.3.5 FRANCE 164
TABLE 120 FRANCE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 164
TABLE 121 FRANCE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 164
TABLE 122 FRANCE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 164
TABLE 123 FRANCE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 165
10.3.6 BELGIUM 165
TABLE 124 BELGIUM: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 165
TABLE 125 BELGIUM: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 166
TABLE 126 BELGIUM: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 166
TABLE 127 BELGIUM: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 166
10.3.7 REST OF EUROPE 166
TABLE 128 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 167
TABLE 129 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 167
TABLE 130 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 167
TABLE 131 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 167
10.4 ASIA PACIFIC 168
10.4.1 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET DRIVERS 168
10.4.2 ASIA PACIFIC: COVID-19 IMPACT 169
FIGURE 39 ASIA PACIFIC: MARKET SNAPSHOT 169
TABLE 132 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 170
TABLE 133 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 170
TABLE 134 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2016-2020 (USD MILLION) 170
TABLE 135 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2021-2027 (USD MILLION) 171
TABLE 136 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2016-2020 (USD MILLION) 171
TABLE 137 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2021-2027 (USD MILLION) 171
TABLE 138 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 172
TABLE 139 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 172
TABLE 140 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2020 (USD MILLION) 172
TABLE 141 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2021-2027 (USD MILLION) 172
TABLE 142 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2016-2020 (USD MILLION) 173
TABLE 143 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2021-2027 (USD MILLION) 173
TABLE 144 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2020 (USD MILLION) 174
TABLE 145 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2021-2027 (USD MILLION) 174
10.4.3 CHINA 174
TABLE 146 CHINA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 175
TABLE 147 CHINA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 175
TABLE 148 CHINA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 175
TABLE 149 CHINA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 175
10.4.4 JAPAN 176
TABLE 150 JAPAN: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 176
TABLE 151 JAPAN: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 176
TABLE 152 JAPAN: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 176
TABLE 153 JAPAN: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 177
10.4.5 AUSTRALIA AND NEW ZEALAND 177
TABLE 154 AUSTRALIA AND NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 177
TABLE 155 AUSTRALIA AND NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 177
TABLE 156 AUSTRALIA AND NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 178
TABLE 157 AUSTRALIA AND NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 178
10.4.6 REST OF ASIA PACIFIC 178
TABLE 158 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 178
TABLE 159 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 179
TABLE 160 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 179
TABLE 161 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 179
10.5 MIDDLE EAST & AFRICA 179
10.5.1 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET DRIVERS 180
10.5.2 MIDDLE EAST & AFRICA: COVID-19 IMPACT 180
TABLE 162 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 181
TABLE 163 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 181
TABLE 164 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2016-2020 (USD MILLION) 181
TABLE 165 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2021-2027 (USD MILLION) 182
TABLE 166 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2016-2020 (USD MILLION) 182
TABLE 167 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2021-2027 (USD MILLION) 182
TABLE 168 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 183
TABLE 169 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 183
TABLE 170 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2020 (USD MILLION) 183
TABLE 171 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2021-2027 (USD MILLION) 183
TABLE 172 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2016-2020 (USD MILLION) 184
TABLE 173 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2021-2027 (USD MILLION) 184
TABLE 174 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2020 (USD MILLION) 184
TABLE 175 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2021-2027 (USD MILLION) 185
10.5.3 SAUDI ARABIA 185
TABLE 176 SAUDI ARABIA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 185
TABLE 177 SAUDI ARABIA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 185
TABLE 178 SAUDI ARABIA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 186
TABLE 179 SAUDI ARABIA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 186
10.5.4 UAE 186
TABLE 180 UAE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 186
TABLE 181 UAE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 187
TABLE 182 UAE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 187
TABLE 183 UAE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 187
10.5.5 REST OF MIDDLE EAST & AFRICA 187
TABLE 184 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 188
TABLE 185 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 188
TABLE 186 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 188
TABLE 187 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 188
10.6 LATIN AMERICA 189
10.6.1 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET DRIVERS 189
10.6.2 LATIN AMERICA: COVID-19 IMPACT 189
TABLE 188 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 189
TABLE 189 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 190
TABLE 190 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2016-2020 (USD MILLION) 190
TABLE 191 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2021-2027 (USD MILLION) 190
TABLE 192 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2016-2020 (USD MILLION) 191
TABLE 193 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2021-2027 (USD MILLION) 191
TABLE 194 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 191
TABLE 195 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 191
TABLE 196 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2020 (USD MILLION) 192
TABLE 197 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2021-2027 (USD MILLION) 192
TABLE 198 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2016-2020 (USD MILLION) 192
TABLE 199 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2021-2027 (USD MILLION) 193
TABLE 200 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2020 (USD MILLION) 193
TABLE 201 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2021-2027 (USD MILLION) 193
10.6.3 BRAZIL 194
TABLE 202 BRAZIL: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 194
TABLE 203 BRAZIL: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 194
TABLE 204 BRAZIL: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 194
TABLE 205 BRAZIL: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 195
10.6.4 MEXICO 195
TABLE 206 MEXICO: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 195
TABLE 207 MEXICO: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 195
TABLE 208 MEXICO: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 196
TABLE 209 MEXICO: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 196
10.6.5 REST OF LATIN AMERICA 196
TABLE 210 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2020 (USD MILLION) 196
TABLE 211 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2021-2027 (USD MILLION) 197
TABLE 212 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2020 (USD MILLION) 197
TABLE 213 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2021-2027 (USD MILLION) 197
11 COMPETITIVE LANDSCAPE 198
11.1 INTRODUCTION 198
FIGURE 40 MARKET EVALUATION FRAMEWORK, 2019-2022 198
11.2 KEY PLAYERS' STRATEGIES/RIGHT TO WIN 199
TABLE 214 OVERVIEW OF STRATEGIES BY KEY CONTACT CENTER SOFTWARE VENDORS 199
11.3 MARKET SHARE OF TOP VENDORS 203
TABLE 215 CONTACT CENTER SOFTWARE: DEGREE OF COMPETITION 203
FIGURE 41 CONTACT CENTER SOFTWARE MARKET: VENDOR SHARE ANALYSIS 204
11.4 HISTORICAL REVENUE ANALYSIS OF LEADING PLAYERS 205
FIGURE 42 HISTORICAL FIVE-YEAR REVENUE ANALYSIS OF LEADING PLAYERS, 2017-2021 205
11.5 COMPETITIVE SCENARIO 205
TABLE 216 CONTACT CENTER SOFTWARE MARKET: PRODUCT LAUNCHES AND ENHANCEMENTS, 2019-2022 205
TABLE 217 CONTACT CENTER SOFTWARE MARKET: DEALS, 2019-2022 207
11.6 COMPANY EVALUATION QUADRANT 209
11.6.1 STARS 209
11.6.2 EMERGING LEADERS 209
11.6.3 PERVASIVE PLAYERS 209
11.6.4 PARTICIPANTS 210
FIGURE 43 CONTACT CENTER SOFTWARE MARKET (GLOBAL): COMPANY EVALUATION QUADRANT, 2021 210
11.7 COMPANY PRODUCT FOOTPRINT ANALYSIS 211
TABLE 218 COMPANY APPLICATION FOOTPRINT 211
TABLE 219 COMPANY VERTICAL FOOTPRINT 211
TABLE 220 COMPANY REGION FOOTPRINT 212
TABLE 221 COMPANY FOOTPRINT 212
11.8 SME EVALUATION QUADRANT 213
11.8.1 PROGRESSIVE COMPANIES 213
11.8.2 RESPONSIVE COMPANIES 213
11.8.3 DYNAMIC COMPANIES 213
11.8.4 STARTING BLOCKS 213
FIGURE 44 CONTACT CENTER SOFTWARE MARKET: SME EVALUATION QUADRANT, 2021 214
11.8.5 COMPETITIVE BENCHMARKING 215
TABLE 222 CONTACT CENTER SOFTWARE MARKET: DETAILED LIST OF KEY STARTUP/SMES 215
11.9 SME/STARTUP PRODUCT FOOTPRINT ANALYSIS 215
TABLE 223 SME/STARTUP APPLICATION FOOTPRINT 215
TABLE 224 SME/STARTUP VERTICAL FOOTPRINT 216
TABLE 225 SME/STARTUP REGION FOOTPRINT 216
TABLE 226 SME/STARTUP FOOTPRINT 217
12 COMPANY PROFILES 218
12.1 INTRODUCTION 218
12.2 KEY COMPANIES 218
(Business Overview, Products/Services/Solutions Offered, Recent Developments, and MnM View)*
12.2.1 GENESYS 218
TABLE 227 GENESYS: BUSINESS OVERVIEW 218
TABLE 228 GENESYS: PRODUCTS/SOLUTIONS/SERVICES OFFERED 219
TABLE 229 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS 220
TABLE 230 GENESYS: DEALS 221
12.2.2 IBM 225
TABLE 231 IBM: BUSINESS OVERVIEW 225
FIGURE 45 IBM: COMPANY SNAPSHOT 226
TABLE 232 IBM: PRODUCTS/SOLUTIONS/SERVICES OFFERED 226
12.2.3 AWS 228
TABLE 233 AWS: BUSINESS OVERVIEW 228
FIGURE 46 AWS: COMPANY SNAPSHOT 228
TABLE 234 AWS: SOLUTIONS/SERVICES OFFERED 229
TABLE 235 AWS: PRODUCT LAUNCHES 230
TABLE 236 AWS: DEALS 231
12.2.4 FIVE9 232
TABLE 237 FIVE9: BUSINESS OVERVIEW 232
FIGURE 47 FIVE9: COMPANY SNAPSHOT 232
TABLE 238 FIVE9: PRODUCTS/SERVICES/SOLUTIONS OFFERED 233
TABLE 239 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS 235
TABLE 240 FIVE9: DEALS 236
12.2.5 TWILIO 240
TABLE 241 TWILIO: BUSINESS OVERVIEW 240
FIGURE 48 TWILIO: COMPANY SNAPSHOT 240
TABLE 242 TWILIO: PRODUCTS/SOLUTIONS/SERVICES OFFERED 241
TABLE 243 TWILIO: PRODUCT LAUNCHES AND ENHANCEMENTS 241
TABLE 244 TWILIO: DEALS 242
12.2.6 MITEL 244
TABLE 245 MITEL: BUSINESS OVERVIEW 244
TABLE 246 MITE: PRODUCTS/SOLUTIONS/SERVICES OFFERED 244
TABLE 247 MITEL: PRODUCT LAUNCHES AND ENHANCEMENTS 245
TABLE 248 MITEL: DEALS 246
12.2.7 NICE 247
TABLE 249 NICE: BUSINESS OVERVIEW 247
FIGURE 49 NICE: COMPANY SNAPSHOT 248
TABLE 250 NICE: PRODUCTS/SOLUTIONS/SERVICES OFFERED 248
TABLE 251 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS 250
TABLE 252 NICE: DEALS 252
12.2.8 CISCO 256
TABLE 253 CISCO: BUSINESS OVERVIEW 256
FIGURE 50 CISCO: COMPANY SNAPSHOT 257
TABLE 254 CISCO: PRODUCTS/SOLUTIONS/SERVICES OFFERED 258
TABLE 255 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS 260
TABLE 256 CISCO: DEALS 262
12.2.9 BT 265
TABLE 257 BT: BUSINESS OVERVIEW 265
FIGURE 51 BT: COMPANY SNAPSHOT 266
TABLE 258 BT: PRODUCTS/SOLUTIONS/SERVICES OFFERED 266
12.2.10 VERIZON 268
TABLE 259 VERIZON: BUSINESS OVERVIEW 268
FIGURE 52 VERIZON: COMPANY SNAPSHOT 268
TABLE 260 VERIZON: PRODUCTS/SOLUTIONS/SERVICES OFFERED 269
TABLE 261 VERIZON: PRODUCT LAUNCHES AND ENHANCEMENTS 270
12.2.11 AVAYA 271
TABLE 262 AVAYA: BUSINESS OVERVIEW 271
FIGURE 53 AVAYA: COMPANY SNAPSHOT 272
TABLE 263 AVAYA: SOLUTIONS/SERVICES OFFERED 273
TABLE 264 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS 274
TABLE 265 AVAYA: DEALS 275
12.2.12 VONAGE 279
TABLE 266 VONAGE: BUSINESS OVERVIEW 279
FIGURE 54 VONAGE: COMPANY SNAPSHOT 280
TABLE 267 VONAGE: PRODUCTS/SERVICES/SOLUTIONS OFFERED 280
TABLE 268 VONAGE: PRODUCT LAUNCHES 281
TABLE 269 VONAGE: DEALS 281
12.2.13 8X8 284
TABLE 270 8X8: BUSINESS OVERVIEW 284
FIGURE 55 8X8: COMPANY SNAPSHOT 285
TABLE 271 8X8: SOLUTIONS/SERVICES OFFERED 285
TABLE 272 8X8: PRODUCT LAUNCHES 287
TABLE 273 8X8: DEALS 288
12.2.14 ATOS 290
TABLE 274 ATOS: BUSINESS OVERVIEW 290
FIGURE 56 ATOS: COMPANY SNAPSHOT 291
TABLE 275 ATOS: SOLUTIONS/SERVICES OFFERED 291
TABLE 276 ATOS: PRODUCT LAUNCHES 293
TABLE 277 ATOS: DEALS 294
12.2.15 TALKDESK 295
TABLE 278 TALKDESK: BUSINESS OVERVIEW 295
TABLE 279 TALKDESK: PRODUCTS/SERVICES/SOLUTIONS OFFERED 295
TABLE 280 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS 296
TABLE 281 TALKDESK: DEALS 298
12.2.16 ALCATEL-LUCENT ENTERPRISE 299
12.2.17 SINCH 300
12.2.18 ORACLE 301
12.2.19 RINGCENTRAL 302
12.2.20 LIFESIZE 303
12.2.21 CONTENT GURU 304
12.2.22 ASPECT SOFTWARE 305
12.2.23 ENGHOUSE INTERACTIVE 306
12.2.24 3CLOGIC 307
12.2.25 AMEYO 308
12.2.26 INTRADO 309
12.2.27 AT&T 310
12.2.28 NEC 311
12.2.29 ZTE 312
* Business Overview, Products/Services/Solutions Offered, Recent Developments, and MnM View might not be captured in case of unlisted companies.
12.3 STARTUP/SME PROFILES 313
12.3.1 VOCALCOM 313
12.3.2 EVOLVE IP 314
12.3.3 UJET 315
12.3.4 AMTELCO 315
12.3.5 AVOXI 316
12.3.6 VCC LIVE 316
12.3.7 GLIA 317
12.3.8 BRIGHT PATTERN 317
12.3.9 COMPUTERTALK 318
12.3.10 C-ZENTRIX 319
13 ADJACENT MARKET 320
13.1 INTRODUCTION 320
13.1.1 RELATED MARKET 320
TABLE 282 RELATED MARKET 320
13.2 CLOUD-BASED CONTACT CENTER MARKET 320
13.2.1 INTRODUCTION 320
TABLE 283 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015-2019 (USD MILLION) 321
TABLE 284 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020-2025 (USD MILLION) 321
13.2.2 SOLUTIONS 321
TABLE 285 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2015-2019 (USD MILLION) 321
TABLE 286 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2020-2025 (USD MILLION) 322
TABLE 287 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2019 (USD MILLION) 322
TABLE 288 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020-2025 (USD MILLION) 323
?
13.2.2.1 Omnichannel routing 323
TABLE 289 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2019 (USD MILLION) 323
TABLE 290 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020-2025 (USD MILLION) 324
13.2.2.2 Workforce engagement management 324
TABLE 291 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2019 (USD MILLION) 324
TABLE 292 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020-2025 (USD MILLION) 325
13.2.2.3 Reporting and analytics 325
TABLE 293 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2019 (USD MILLION) 325
TABLE 294 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020-2025 (USD MILLION) 326
13.2.2.4 Customer engagement management 326
TABLE 295 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2019 (USD MILLION) 326
TABLE 296 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020-2025 (USD MILLION) 327
13.2.2.5 Other solutions 327
TABLE 297 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2019 (USD MILLION) 327
TABLE 298 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020-2025 (USD MILLION) 328
13.2.3 SERVICES 328
TABLE 299 SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2019 (USD MILLION) 328
TABLE 300 SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020-2025 (USD MILLION) 329
14 APPENDIX 330
14.1 DISCUSSION GUIDE 330
14.2 KNOWLEDGESTORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL 334
14.3 AVAILABLE CUSTOMIZATION OPTIONS 336
14.4 RELATED REPORTS 336
14.5 AUTHOR DETAILS 337
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All prices are set by our partners and should be exactly the same as those listed on their own websites. We work on a Revenue share basis ensuring that you never pay more than what is offered elsewhere.
Should you find the price cheaper on another platform we recommend you to Contact us as we should be able to match this price. You can Contact us though through ‘? ASK A QUESTION’, support@scotts-international.com, or by telephoning 0048 603 394 346.
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- Discounts
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As we work in close partnership with our Partners from time to time we can secure discounts and assist with negotiations, this is part of our personalised service to you.
Discounts can sometimes be arranged for speedily placed orders; multiple report purchases or Higher License purchases.
To check if a Discount is possible please Contact our experienced team through ‘? ASK A QUESTION’, support@scotts-international.com, or by telephoning 0048 603 394 346.
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- Available Currencies
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Most Market Reports on our platform are listed in USD or EURO based on the wishes of our Partners. To avoid currency fluctuations and potential price differentiations we do not offer the possibility to change the currency online.
Should you wish to pay in a different currency to that advertised online we do accept payments in USD, EURO, GBP and PLN. The price will be calculated based on the relevant exchange rate taken from our National Bank.
To pay in a different above currency to that advertised online please Contact our team and a quotation will be sent within a couple of hours with payment details.
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- Licenses
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License options vary from Partner to Partner as is usually based on the number of Users that will benefitting from the report. It is very important that License ordered is not breached as this could have potential negative consequences for you individually or your employer.
If you have questions or need confirmation about the specific license we recommend you to Contact us and a detailed explanation will be provided.
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- Global Site License
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The Global Site License is the most comprehensive license available. By selecting this license, the Market Report can be shared with other ‘Allowed Users’ and any other member of staff from the same organisation regardless of geographic location.
It is important to note that this may exclude Parent Companies or Subsidiaries.
If you have questions or need confirmation about the specific license we recommend you to Contact us and a detailed explanation will be provided.
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- Formats
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The most common format is PDF, however in certain circumstances data may be present in Excel format or Online, especially in the case of Database or Directories. In addition, for certain higher license options a CD may also be provided.
If you have questions or need clarification about the specific formats we recommend you to Contact us and a detailed explanation will be provided.
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- Delivery
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Delivery is fulfilled by our partners directly. Once an order has been placed we inform the partner by sharing the delivery email details given in the order process.
Delivery is usually made within 24 hours of an order being placed, however it may take longer should your order be placed prior to the weekend or if otherwise specified on the Market Report details page. Additionally, if details have been not fully completed in the Order process a delay in delivery is possible.
If a delay in delivery is expected you will be informed about it immediately.
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- Shipping Charges
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As most Market Reports are delivered in PDF format we almost never have to add additional Shipping Charges. If, however you are ordering a Higher License service or a specific delivery format (e.g. CD version) charges may apply.
If you are concerned about additional Shipping Charges we recommend you to Contact us to double check.
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- Prices
- Ordering
- By Credit Card
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We work in Partnership with PayU to ensure payments are made securely in a fast and effortless way. PayU is the e-payments division of Naspers.
Naspers operates in over 133 International Markets and ranks 3rd Globally in terms of the number of e-commerce customers served.
For more information on PayU please visit: https://www.payu.pl/en/about-us
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- By Money Transfer
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If you require an invoice prior to payment, this is possible. To ensure a speedy delivery of the Market Report we require all relevant company details and you agree to maximum payment terms of 30 days from receipt of order.
With our regular clients deliver of the Market Report can be made prior to receiving payment, however in some circumstances we may ask for payment to be received before arranging for the Market Report to be delivered.
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- By Credit Card
- Security
- Website security
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We have specifically partnered with leading International companies to protect your privacy by using different technologies and processes to ensure security.
Everything submitted to Scotts International is encrypted via SSL (Secure Socket Layer) and all personal information provided to Scotts International is stored on computer systems with limited access in controlled environments.
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- Credit Card Security
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We partner with PayU (https://www.payu.pl/en/about-us) to ensure all credit card payments are made securely in a fast and effortless way.
PayU offers 250+ various payment channels and eWallet services across 4 continents allowing buyers to pay electronically, whether on a computer or a mobile device.
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- Website security