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Report
Global Contact Center Software Market Forecast 2022-2030
Market Report I 2022-05-16 I 225 Pages I Inkwood Research
KEY FINDINGS
The global contact center software market is predicted to surge with a CAGR of 14.49% during the forecast period, 2022-2030. The rising adoption of advanced technologies, the emerging role of social media, and continuous transitions to cloud-based contact centers are expected to accelerate market growth.
MARKET INSIGHTS
Contact centers employ contact center software to rapidly manage client contacts through fax, email, and telephone. Further, contact center software provides competitive benefits to organizations in various industries to enhance productivity via automation of outbound and inbound operations of contact centers.
Furthermore, smartphones offer customers global access and real-time information with the contact center agents irrespective of their location. The accessibility further contributes to the increasing demand for analytics-powered, mobile-enabled, advanced contact center solutions. Also, the artificial intelligence-driven digital contact center offers more efficient customer experiences while accelerating business outcomes.
In addition, there has been a rising trend of hybrid cloud contact centers as they blend both private and public cloud models. Moreover, installation of a hybrid cloud contact center solution offers the benefits as well as flexibility of a cloud contact center platform and leverages the existing on premise investment done by the user. Hence, its demand boosts the market growth of contact center software.
REGIONAL INSIGHTS
The global contact center software market evaluation entails an analysis of Europe, Asia-Pacific, North America, and Rest of World. Asia-Pacific is predicted to surge with the highest CAGR by 2030, owing to emerging technologies and the presence of several customer service-oriented sectors.
COMPETITIVE INSIGHTS
The intensity of competitive rivalry in the global contact center software market is expected to remain high over the forecast period. The presence of numerous large market players in different regions in the contact center software industry facilitates a high level of market competition owing to the fragmented industry.
Some key market players include Enghouse Interactive Inc, Unify Inc, Avaya Inc, 8X8 Inc, SAP SE, NEC, Amazon Web Services Inc, Aspect Software, etc.
Our report offerings include:
- Explore key findings of the overall market
- Strategic breakdown of market dynamics (Drivers, Restraints, Opportunities, Challenges)
- Market forecasts for a minimum of 9 years, along with 3 years of historical data for all segments, sub-segments, and regions
- Market Segmentation caters to a thorough assessment of key segments with their market estimations
- Geographical Analysis: Assessments of the mentioned regions and country-level segments with their market share
- Key analytics: Porter's Five Forces Analysis, Vendor Landscape, Opportunity Matrix, Key Buying Criteria, etc.
- Competitive landscape is the theoretical explanation of the key companies based on factors, market share, etc.
- Company profiling: A detailed company overview, product/services offered, SCOT analysis, and recent strategic developments
TABLE OF CONTENTS
1. RESEARCH SCOPE & METHODOLOGY
1.1. STUDY OBJECTIVES
1.2. SCOPE OF STUDY
1.3. METHODOLOGY
1.4. ASSUMPTIONS & LIMITATIONS
2. EXECUTIVE SUMMARY
2.1. MARKET SIZE & ESTIMATES
2.2. MARKET OVERVIEW
3. MARKET DYNAMICS
3.1. KEY DRIVERS
3.1.1. RISING ADOPTION OF ADVANCED CONTACT CENTER TECHNOLOGIES
3.1.2. EMERGING ROLE OF SOCIAL MEDIA IN CONTACT CENTER OPERATIONS
3.1.3. CONTINUOUS TRANSITIONS TO CLOUD-BASED CONTACT CENTERS
3.2. KEY RESTRAINTS
3.2.1. DATA PRIVACY AND SECURITY ASPECTS
3.2.2. HIGH COSTS AND INVESTMENTS
4. KEY ANALYTICS
4.1. IMPACT OF COVID-19 ON CONTACT CENTER SOFTWARE MARKET
4.2. KEY MARKET TRENDS
4.3. PORTER'S FIVE FORCES ANALYSIS
4.3.1. BUYERS POWER
4.3.2. SUPPLIERS POWER
4.3.3. SUBSTITUTION
4.3.4. NEW ENTRANTS
4.3.5. INDUSTRY RIVALRY
4.4. OPPORTUNITY MATRIX
4.5. VENDOR LANDSCAPE
4.6. VALUE CHAIN ANALYSIS
4.6.1. OBTAIN DATA
4.6.2. KNOW THE CUSTOMER
4.6.3. DEVELOP STRATEGY
4.6.4. COMPANY CULTURE
4.6.5. COMMIT RESOURCES
4.6.6. MONITOR SUCCESS
4.7. KEY BUYING CRITERIA
4.7.1. FLEXIBILITY
4.7.2. SCALABILITY
4.7.3. EASE OF USE
4.7.4. DEPLOYMENT TIME
4.8. REGULATORY FRAMEWORK
5. MARKET BY COMPONENT
5.1. SOFTWARE
5.2. SERVICES
6. MARKET BY DEPLOYMENT
6.1. ON-PREMISE
6.2. CLOUD
7. MARKET BY ENTERPRISE SIZE
7.1. SMALL & MEDIUM ENTERPRISES
7.2. LARGE ENTERPRISES
8. MARKET BY INDUSTRY VERTICAL
8.1. BFSI
8.2. HEALTHCARE
8.3. RETAIL & E-COMMERCE
8.4. GOVERNMENT AND EDUCATION
8.5. IT AND TELECOM
8.6. TRAVEL & HOSPITALITY
9. GEOGRAPHICAL ANALYSIS
9.1. NORTH AMERICA
9.1.1. MARKET SIZE & ESTIMATES
9.1.2. KEY GROWTH ENABLERS
9.1.3. KEY CHALLENGES
9.1.4. KEY PLAYERS
9.1.5. COUNTRY ANALYSIS
9.1.5.1. UNITED STATES
9.1.5.2. CANADA
9.2. EUROPE
9.2.1. MARKET SIZE & ESTIMATES
9.2.2. KEY GROWTH ENABLERS
9.2.3. KEY CHALLENGES
9.2.4. KEY PLAYERS
9.2.5. COUNTRY ANALYSIS
9.2.5.1. UNITED KINGDOM
9.2.5.2. GERMANY
9.2.5.3. FRANCE
9.2.5.4. SPAIN
9.2.5.5. ITALY
9.2.5.6. BELGIUM
9.2.5.7. POLAND
9.2.5.8. REST OF EUROPE
9.3. ASIA-PACIFIC
9.3.1. MARKET SIZE & ESTIMATES
9.3.2. KEY GROWTH ENABLERS
9.3.3. KEY CHALLENGES
9.3.4. KEY PLAYERS
9.3.5. COUNTRY ANALYSIS
9.3.5.1. CHINA
9.3.5.2. JAPAN
9.3.5.3. INDIA
9.3.5.4. SOUTH KOREA
9.3.5.5. INDONESIA
9.3.5.6. THAILAND
9.3.5.7. VIETNAM
9.3.5.8. AUSTRALIA & NEW ZEALAND
9.3.5.9. REST OF ASIA-PACIFIC
9.4. REST OF WORLD
9.4.1. MARKET SIZE & ESTIMATES
9.4.2. KEY GROWTH ENABLERS
9.4.3. KEY CHALLENGES
9.4.4. KEY PLAYERS
9.4.5. REGIONAL ANALYSIS
9.4.5.1. LATIN AMERICA
9.4.5.2. MIDDLE EAST & AFRICA
10. COMPETITIVE LANDSCAPE
10.1. KEY STRATEGIC DEVELOPMENTS
10.1.1. MERGERS & ACQUISITIONS
10.1.2. PRODUCT LAUNCHES & DEVELOPMENTS
10.1.3. PARTNERSHIPS & AGREEMENTS
10.1.4. BUSINESS EXPANSIONS & DIVESTITURES
10.2. COMPANY PROFILES
10.2.1. CISCO SYSTEMS INC
10.2.2. FIVE9 INC
10.2.3. GENESYS TELECOMMUNICATIONS LABORATORIES INC
10.2.4. AVAYA INC
10.2.5. 8X8 INC
10.2.6. AMAZON WEB SERVICES INC
10.2.7. ENGHOUSE INTERACTIVE INC
10.2.8. UNIFY INC
10.2.9. SAP SE
10.2.10. NEC
10.2.11. ASPECT SOFTWARE
10.2.12. ATOS
10.2.13. VONAGE
10.2.14. ZTE CORPORATION
10.2.15. NICE
10.2.16. LIFESIZE
10.2.17. TALKDESK
10.2.18. VOCALCOM
LIST OF TABLES
TABLE 1: MARKET SNAPSHOT - CONTACT CENTER SOFTWARE
TABLE 2: REGULATORY FRAMEWORK
TABLE 3: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 4: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 5: GLOBAL SOFTWARE MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 6: GLOBAL SOFTWARE MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 7: GLOBAL SERVICES MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 8: GLOBAL SERVICES MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 9: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 10: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 11: GLOBAL ON-PREMISE MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 12: GLOBAL ON-PREMISE MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 13: GLOBAL CLOUD MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 14: GLOBAL CLOUD MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 15: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 16: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 17: GLOBAL SMALL & MEDIUM ENTERPRISES MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 18: GLOBAL SMALL & MEDIUM ENTERPRISES MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 19: GLOBAL LARGE ENTERPRISES MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 20: GLOBAL LARGE ENTERPRISES MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 21: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 22: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 23: GLOBAL BFSI MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 24: GLOBAL BFSI MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 25: GLOBAL HEALTHCARE MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 26: GLOBAL HEALTHCARE MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 27: GLOBAL RETAIL & E-COMMERCE MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 28: GLOBAL RETAIL & E-COMMERCE MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 29: GLOBAL GOVERNMENT AND EDUCATION MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 30: GLOBAL GOVERNMENT AND EDUCATION MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 31: GLOBAL IT AND TELECOM MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 32: GLOBAL IT AND TELECOM MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 33: GLOBAL TRAVEL & HOSPITALITY MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 34: GLOBAL TRAVEL & HOSPITALITY MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 35: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY GEOGRAPHY, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 36: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY GEOGRAPHY, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 37: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 38: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 39: LEADING PLAYERS OPERATING IN NORTH AMERICA CONTACT CENTER SOFTWARE MARKET
TABLE 40: EUROPE CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 41: EUROPE CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 42: LEADING PLAYERS OPERATING IN EUROPE CONTACT CENTER SOFTWARE MARKET
TABLE 43: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 44: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 45: LEADING PLAYERS OPERATING IN ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET
TABLE 46: REST OF WORLD CONTACT CENTER SOFTWARE MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)
TABLE 47: REST OF WORLD CONTACT CENTER SOFTWARE MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)
TABLE 48: LEADING PLAYERS OPERATING IN REST OF WORLD CONTACT CENTER SOFTWARE MARKET
TABLE 49: LIST OF MERGERS & ACQUISITIONS
TABLE 50: LIST OF PRODUCT LAUNCHES & DEVELOPMENTS
TABLE 51: LIST OF PARTNERSHIPS & AGREEMENTS
TABLE 52: LIST OF BUSINESS EXPANSIONS & DIVESTITURES
LIST OF FIGURES
FIGURE 1: KEY MARKET TRENDS
FIGURE 2: PORTER'S FIVE FORCES ANALYSIS
FIGURE 3: OPPORTUNITY MATRIX
FIGURE 4: VENDOR LANDSCAPE
FIGURE 5: VALUE CHAIN ANALYSIS
FIGURE 6: KEY BUYING CRITERIA
FIGURE 7: GLOBAL CONTACT CENTER SOFTWARE MARKET, GROWTH POTENTIAL, BY COMPONENT, IN 2021
FIGURE 8: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE, 2022-2030 (IN $ MILLION)
FIGURE 9: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY SERVICES, 2022-2030 (IN $ MILLION)
FIGURE 10: GLOBAL CONTACT CENTER SOFTWARE MARKET, GROWTH POTENTIAL, BY DEPLOYMENT, IN 2021
FIGURE 11: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY ON-PREMISE, 2022-2030 (IN $ MILLION)
FIGURE 12: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY CLOUD, 2022-2030 (IN $ MILLION)
FIGURE 13: GLOBAL CONTACT CENTER SOFTWARE MARKET, GROWTH POTENTIAL, BY ENTERPRISE SIZE, IN 2021
FIGURE 14: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY SMALL & MEDIUM ENTERPRISES, 2022-2030 (IN $ MILLION)
FIGURE 15: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY LARGE ENTERPRISES, 2022-2030 (IN $ MILLION)
FIGURE 16: GLOBAL CONTACT CENTER SOFTWARE MARKET, GROWTH POTENTIAL, BY INDUSTRY VERTICAL, IN 2021
FIGURE 17: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY BFSI, 2022-2030 (IN $ MILLION)
FIGURE 18: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY HEALTHCARE, 2022-2030 (IN $ MILLION)
FIGURE 19: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY RETAIL & E-COMMERCE, 2022-2030 (IN $ MILLION)
FIGURE 20: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY GOVERNMENT AND EDUCATION, 2022-2030 (IN $ MILLION)
FIGURE 21: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY IT AND TELECOM, 2022-2030 (IN $ MILLION)
FIGURE 22: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY TRAVEL & HOSPITALITY, 2022-2030 (IN $ MILLION)
FIGURE 23: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2030 (IN %)
FIGURE 24: UNITED STATES CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 25: CANADA CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 26: EUROPE CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2030 (IN %)
FIGURE 27: UNITED KINGDOM CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 28: GERMANY CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 29: FRANCE CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 30: SPAIN CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 31: ITALY CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 32: BELGIUM CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 33: POLAND CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 34: REST OF EUROPE CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 35: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2030 (IN %)
FIGURE 36: CHINA CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 37: JAPAN CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 38: INDIA CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 39: SOUTH KOREA CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 40: INDONESIA CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 41: THAILAND CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 42: VIETNAM CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 43: AUSTRALIA & NEW ZEALAND CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 44: REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 45: REST OF WORLD CONTACT CENTER SOFTWARE MARKET, REGIONAL OUTLOOK, 2021 & 2030 (IN %)
FIGURE 46: LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
FIGURE 47: MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET, 2022-2030 (IN $ MILLION)
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