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

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The Global Contact Center Software market is estimated at over $15.24 billion at 2018, with a projected CAGR of 14.9% during the forecast period.
  • Market Overview

    The Global Contact Center Software market is estimated at over $15.24 billion at 2018, with a projected CAGR of 14.9% during the forecast period. Contact center software permits companies to manage a high volume of inbound and outbound customer communications across a variety of channels. Contact Centers, and related call centers, are typically part of a company’s overall customer relationship management (CRM) processes and strategy.

    Market Dynamics

    Rising demand for coordinating services across various channels including telephone, email, chat, web, fax, and social media, and growing need to cater to dynamic customer requirements are the major factors driving the growth of the global contact center software market. However, difficult to integrate with legacy systems may hamper the market from growing. Moreover, advancements in technologies such as artificial intelligence and analytics, and rise in the use of social media by customers is likely to gain significant impetus for the contact center software market share in the coming years.

    Market Segmentation

    The global contact center software market is segmented based on the component, deployment type, organization size, vertical, and geography. The component segment includes Software, and services. By deployment type segment, the categorization is given as cloud, and on-premises. By organization size segment, the segmentation comprises of large enterprises, and small and medium-sized enterprise. BFSI, consumer goods and retail, healthcare, IT & telecom, government, travel & hospitality, media & entertainment, and others are the classification of the vertical segment. Furthermore, geographical coverage has been offered for each of the major regions including North America, Asia-Pacific, Europe, Row, and South America.

    Scope of the Global Contact Center Software Market

    By Component

    • Software
      • Automatic Call Distribution (ACD)
      • Call recording
      • Customer Collaboration
      • Computer Integration Telephony (CIT)
      • Dialer
      • Intelligent Virtual Assistant (IVA)
      • Interactive Voice Response (IVR)
      • Reporting & Analytics
      • Workforce Optimization
      • Others
    • Services
      • Integration and Deployment
      • Training and Consulting
      • Support and Maintenance
      • Managed Services

    By Deployment Type

    • Cloud
    • On-Premises

    By Organization Size

    • Large Enterprises
    • Small and Medium-Sized Enterprise

    By Vertical

    • BFSI
    • Consumer Goods and Retail
    • Healthcare
    • IT & Telecom
    • Government
    • Travel & Hospitality
    • Media & Entertainment
    • Others

    By Geography

    • North America
      • The U.S.
      • Canada
      • Mexico
    • Europe
      • UK
      • France
      • Germany
      • Italy
      • Spain
      • Rest of Europe
    • Asia-Pacific
      • China
      • Japan
      • India
      • Korea
      • Rest of APAC
    • South America
      • Brazil
      • Rest of South America
    • Rest of the World
      • Middle East
      • Africa
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  • 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 8×8
    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

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  • Contact Center Software Market Key Players

    • 8×8
    • Alcatel-Lucent
    • Ameyo
    • Aspect Software
    • Avaya
    • BT
    • Cisco
    • Five9
    • Genesys
    • Mitel
    • Oracle
    • Nice
    • Top Down Systems
    • Fenero
    • SAP
    • Unify
    • Vocalcom
    • West Corporation
    • Zendesk
    • ZTE
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