GLOBAL CONTACT CENTER SOFTWARE MARKET FORECAST 2022-2030
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)
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.
Get more Insights into the Global
Contact Center Software Market:
https://inkwoodresearch.com/reports/contact-center-software-market/
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
SEGMENTATION
1. CISCO
SYSTEMS INC
2. FIVE9
INC
3. GENESYS
TELECOMMUNICATIONS LABORATORIES INC
4. AVAYA
INC
5. 8X8
INC
6. AMAZON
WEB SERVICES INC
7. ENGHOUSE
INTERACTIVE INC
8. UNIFY
INC
9. SAP SE
10. NEC
11. ASPECT
SOFTWARE
12. ATOS
13. VONAGE
14. ZTE
CORPORATION
15. NICE
16. LIFESIZE
17. TALKDESK
18. VOCALCOM
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