Contact Center Software Market by Component (Software, and Services,); By Deployment Type (Cloud, and On-Premises); By Organization Size (Large Enterprises, and Small and Medium-Sized Enterprise); By Vertical (BFSI, Consumer Goods and Retail, Healthcare, IT & Telecom, Government, Travel & Hospitality, Media & Entertainment, and Others); By Geography (North America, Asia-Pacific, Europe, South America, and RoW), Industry Trends, Estimation & Forecast, 2018 – 2026

TABLE OF CONTENTS Chapter 1 Introduction 1.1 Executive Summary 1.2 Market Definition 1.3 Market Scope Chapter 2 Research Methodology 2.1 Primary Research 2.2 Research Methodology 2.3 Assumptions & Exclusions 2.4 Secondary Data Sources Chapter 3 Market Overview 3.1 Report Segmentation & Scope 3.2 Key Market Trends 3.2.1 Drivers 3.2.2 Restraints 3.2.3 Opportunities 3.3 Porter’s Five Forces Analysis 3.4 Market Share Analysis Chapter 4 Global Contact Center Software Market by Component: Market Size and Forecast, 2018 – 2026 4.1 Introduction 4.1.1 Market Size and Forecast 4.2 Software 4.2.1 Market Size and Forecast 4.2.2 Automatic Call Distribution (ACD) 4.2.2.1 Market Size and Forecast 4.2.3 Call Recording 4.2.3.1 Market Size and Forecast 4.2.4 Customer Collaboration 4.2.4.1 Market Size and Forecast 4.2.5 Computer Integration Telephony (CIT) 4.2.5.1 Market Size and Forecast 4.2.6 Dialer 4.2.6.1 Market Size and Forecast 4.2.7 Intelligent Virtual Assistant (IVA) 4.2.7.1 Market Size and Forecast 4.2.8 Interactive Voice response (IVR) 4.2.8.1 Market Size and Forecast 4.2.9 Reporting and Analytics 4.2.9.1 Market Size and Forecast 4.2.10 Workforce Optimization 4.2.10.1 Market Size and Forecast 4.2.11 Others 4.2.11.1 Market Size and Forecast 4.3 Services 4.3.1 Market Size and Forecast 4.3.2 Integration and Deployment 4.3.2.1 Market Size and Forecast 4.3.3 Training and Consulting 4.3.3.1 Market Size and Forecast 4.3.4 Support and Maintenance 4.3.4.1 Market Size and Forecast 4.3.5 Managed Services 4.3.5.1 Market Size and Forecast Chapter 5 Global Contact Center Software Market by Deployment Type: Market Size and Forecast, 2018 – 2026 5.1 Introduction 5.1.1 Market Size and Forecast 5.2 Cloud 5.2.1 Market Size and Forecast 5.3 On-Premises 5.3.1 Market Size and Forecast Chapter 6 Global Contact Center Software Market by Organization Size: Market Size and Forecast, 2018 – 2026 6.1 Introduction 6.1.1 Market Size and Forecast 6.2 Large Enterprises 6.2.1 Market Size and Forecast 6.3 Small and Medium-Sized Enterprises 6.3.1 Market Size and Forecast Chapter 7 Global Contact Center Software Market by Vertical: Market Size and Forecast, 2018 – 2026 7.1 Introduction 7.1.1 Market Size and Forecast 7.2 BFSI 7.2.1 Market Size and Forecast 7.3 Consumer Goods and Retail 7.3.1 Market Size and Forecast 7.4 Healthcare 7.4.1 Market Size and Forecast 7.5 IT & Telecom 7.5.1 Market Size and Forecast 7.6 Government 7.6.1 Market Size and Forecast 7.7 Travel & Hospitality 7.7.1 Market Size and Forecast 7.8 Media and Entertainment 7.8.1 Market Size and Forecast 7.9 Others 7.9.1 Market Size and Forecast Chapter 8 Global Contact Center Software Market by Geography: Market Size and Forecast, 2018 – 2026 8.1 Introduction 8.1.1 Market Size and Forecast 8.2 North America 8.2.1 North America Market Size & Forecast, By Country 8.2.2 North America Market Size & Forecast, By Component 8.2.3 North America Market Size & Forecast, By Deployment Type 8.2.4 North America Market Size & Forecast, By Organization Size 8.2.5 North America Market Size & Forecast, By Vertical 8.2.6 The U.S. 8.2.6.1 Market Size and Forecast 8.2.7 Canada 8.2.7.1 Market Size and Forecast 8.2.8 Mexico 8.2.8.1 Market Size and Forecast 8.3 Europe 8.3.1 Europe Market Size and Forecast, By Country 8.3.2 Europe Market Size and Forecast, By Component 8.3.3 Europe Market Size and Forecast, By Deployment Type 8.3.4 Europe Market Size and Forecast, By Organization Size 8.3.5 Europe Market Size and Forecast, By Vertical 8.3.6 UK 8.3.6.1 Market Size and Forecast 8.3.7 Germany 8.3.7.1 Market Size and Forecast 8.3.8 France 8.3.8.1 Market Size and Forecast 8.3.9 Italy 8.3.9.1 Market Size and Forecast 8.3.10 Spain 8.3.10.1 Market Size and Forecast 8.3.11 Rest of Europe 8.3.11.1 Market Size and Forecast 8.4 Asia-Pacific 8.4.1 Asia-Pacific Market Size and Forecast, By Country 8.4.2 Asia-Pacific Market Size and Forecast, By Component 8.4.3 Asia-Pacific Market Size and Forecast, By Deployment Type 8.4.4 Asia-Pacific Market Size and Forecast, By Organization Size 8.4.5 Asia-Pacific Market Size and Forecast, By Vertical 8.4.6 India 8.4.6.1 Market Size and Forecast 8.4.7 China 8.4.7.1 Market Size and Forecast 8.4.8 Australia 8.4.8.1 Market Size and Forecast 8.4.9 Japan 8.4.9.1 Market Size and Forecast 8.4.10 South Korea 8.4.10.1 Market Size and Forecast 8.4.11 Rest of Asia-Pacific 8.4.11.1 Market Size and Forecast 8.5 South America 8.5.1 South America Market Size and Forecast, By Country 8.5.2 South America Market Size and Forecast, By Component 8.5.3 South America Market Size and Forecast, By Deployment Type 8.5.4 South America Market Size and Forecast, By Organization Size 8.5.5 South America Market Size and Forecast, By Vertical 8.5.6 Brazil 8.5.6.1 Market Size and Forecast 8.5.7 Rest of South America 8.5.7.1 Market Size and Forecast 8.6 RoW 8.6.1 RoW Market Size and Forecast, By Country 8.6.2 RoW Market Size and Forecast, By Component 8.6.3 RoW Market Size and Forecast, By Deployment Type 8.6.4 RoW Market Size and Forecast, By Organization Size 8.6.5 RoW Market Size and Forecast, By Vertical 8.6.6 Middle East 8.6.6.1 Market Size and Forecast 8.6.7 Africa 8.6.7.1 Market Size and Forecast Chapter 9 Company Profiles 9.1 8x8 9.2 Alcatel-Lucent 9.3 Ameyo 9.4 Aspect Software 9.5 Avaya 9.6 BT 9.7 Cisco 9.8 Five9 9.9 Genesys 9.10 Mitel 9.11 Oracle 9.12 Nice 9.13 Top Down Systems 9.14 Fenero 9.15 SAP 9.16 Unify 9.17 Vocalcom 9.18 West Corporation 9.19 Zendesk 9.20 ZTE