Global Contact Center Software Market

360iResearch predicts the Global Contact Center Software Market to grow from USD 17698.87 Millions in 2018 to USD 39896.73 Millions by 2025, at a Compound Annual Growth Rate (CAGR) of 12.31%. The year 2018 has been considered as the base year, while the forecast period is up to 2025.

Global Contact Center Software Market
Report Id
TNC-6AA3CB5
Publishing Date
October 2019
Number of Pages
153
Available Formats
Global Contact Center Software Market

360iResearch predicts the Global Contact Center Software Market to grow from USD 17698.87 Millions in 2018 to USD 39896.73 Millions by 2025, at a Compound Annual Growth Rate (CAGR) of 12.31%. The year 2018 has been considered as the base year, while the forecast period is up to 2025.

Scope of the Report:

AttributeDetails
Base Year for Estimation2018
Historical Period2016 - 2017
Estimation Period2019 - 2020
Forecast Year2025
Market RepresentationRevenue in USD Million
Report CoverageRevenue Forecast, Company Share, Competitive Landscape, and Industry Trends.
Customization ScopeIf you need specific market information, which is not currently within the scope of the report, we will provide it to you as a part of customization. We offer 20% free customization which is equivalent to 5 analysts working days.

Company Usability Profiles:

The Global Contact Center Software Market research report provides the company usability profiles and analyze the business overview, strategy, and SWOT analysis of the following company:

  • 3clogic
  • 8x8
  • Avaya
  • BT
  • Cisco
  • Enghouse Interactive
  • Alcatel-Lucent Enterprise
  • Ameyo
  • Aspect Software
  • Five9
  • Genesys
  • Huawei Technologies
  • IBM Corporation
  • Mitel
  • NEC
  • Nice
  • Oracle Corporation
  • Ring Central
  • SAP SE

Market Segmentation & Coverage:

The research report categorizes the Global Contact Center Software Market to forecast the revenues and analyze the trends in each of the following segments:

  • GLOBAL CONTACT CENTER SOFTWARE MARKET, BY SERVICES
    • Managed Services
    • Professional Services
  • GLOBAL CONTACT CENTER SOFTWARE MARKET, BY TYPE
    • Inbound
    • Integration
    • Omni-channel
    • Outbound
    • Reporting and Analytics
    • Workforce Optimization
  • GLOBAL CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT
    • On-Cloud
    • On-Premises
  • GLOBAL CONTACT CENTER SOFTWARE MARKET, BY VERTICALS
    • Banking, Financial Services, and Insurance
    • Consumer Goods & Retail
    • Government
    • Healthcare
    • IT and Telecom
    • Media & Entertainment
    • Travel & Hospitality
  • GLOBAL CONTACT CENTER SOFTWARE MARKET, BY GEOGRAPHY
    • Americas
      • Canada
      • Mexico
      • United States
    • Asia-Pacific
      • China
      • India
      • Japan
    • Europe, Middle East & Africa
      • France
      • Germany
      • United Kingdom

Report Highlights:

The report provides deep insights on demand forecasts, market trends and micro and macro indicators. In addition, this report provides insights on the factors that are driving and restraining the demand of the Global Contact Center Software Market. Moreover, the study highlights current market trends and provides forecast. We also have highlighted future trends in the Global Contact Center Software Market that will impact the demand during the forecast period. Moreover, the competitive analysis of the Global Contact Center Software Market brings an insight on the company usability profiles of the leading players. Additionally, the analysis highlights business overview, strategy, and SWOT analysis of the key companies in the market.

Reasons to Buy:

The Global Contact Center Software Market research study reveals hidden insights and dynamic, which in turn helps the players in the ecosystem take better strategic decisions. The firms looking for purchasing the Global Contact Center Software Market research report could look for following prospects on their way to better understand the market that can aid further decision making and possibly identify the best opportunities to exploit.

  • Evaluate the qualitative and quantitative aspects of the report and analyze the Global Contact Center Software Market penetration with respect to industries and geographies.
  • Evaluates the key vendors and deeply analyze competitive landscape, revenue pockets, market trends, growth prospects, pain points, drivers, restraints, challenges and opportunities of the Global Contact Center Software Market .
  • Evaluate the key vendors in the Global Contact Center Software Market in terms of products satisfaction and business strategy. This helps identify consumer preferences and understand its current position in 360iResearch FPNV Positioning Matrix.
  1. Preface
    1. Objectives of the Study
    2. Market Segmentation & Coverage
    3. Years Considered for the Study
    4. Currency & Pricing
    5. Language
    6. Stakeholders
  2. Research & Forecasting
    1. Research Methodology
      1. Research Process
      2. Research Framework
      3. Research Reliability & Validity
      4. Research Assumptions
    2. Forecasting Methodology
    3. Research Outcome
      1. 360iResearch Competitive Strategic Window
        1. Leverage Zone
        2. Vantage Zone
        3. Speculative Zone
        4. Bottleneck Zone
      2. 360iResearch FPNV Positioning Matrix
        1. 360iResearch Quadrants
          1. Forefront
          2. Pathfinders
          3. Niche
          4. Vital
        2. Business Strategy
          1. Business Growth
          2. Industry Coverage
          3. Financial Viability
          4. Channel Support
        3. Product Satisfaction
          1. Value for Money
          2. Ease of Use
          3. Product Features
          4. Customer Support
  3. Executive Summary
    1. Outlook in the Contact Center Software Market
    2. Opportunities in the Contact Center Software Market
    3. Geographical Analysis in the Contact Center Software Market
  4. Premium Insight
    1. Market Connectivity
    2. Market Dynamics
      1. Drivers
        1. Increase penetration of omnichannel communication
        2. Need to cater to dynamic customer requirements
      2. Restraints
        1. Complicated integration with legacy system
      3. Opportunities
        1. Use of social media by customers
        2. Advanced technologies such as Artificial Intelligence and analytics
      4. Challenges
        1. Need to redesign contact center business processes to be compliant with new data laws and regulations
        2. Constant need to train contact center employees due to high attrition rate
    3. Porter’s Five Forces Analysis
      1. Threat of New Entrants
      2. Threat of Substitutes
      3. Bargaining Power of Customers
      4. Bargaining Power of Suppliers
      5. Industry Rivalry
    4. Industry Trends
  5. Global Contact Center Software Market, by Services
    1. Overview
    2. Market Sizing & Forecasting
    3. Managed Services
    4. Professional Services
  6. Global Contact Center Software Market, by Type
    1. Overview
    2. Market Sizing & Forecasting
    3. Inbound
    4. Integration
    5. Omni-channel
    6. Outbound
    7. Reporting and Analytics
    8. Workforce Optimization
  7. Global Contact Center Software Market, by Deployment
    1. Overview
    2. Market Sizing & Forecasting
    3. On-Cloud
    4. On-Premises
  8. Global Contact Center Software Market, by Verticals
    1. Overview
    2. Market Sizing & Forecasting
    3. Banking, Financial Services, and Insurance
    4. Consumer Goods & Retail
    5. Government
    6. Healthcare
    7. IT and Telecom
    8. Media & Entertainment
    9. Travel & Hospitality
  9. Global Contact Center Software Market, by Geography
    1. Americas
      1. Overview
      2. Market Sizing & Forecasting
      3. Canada
      4. Mexico
      5. United States
    2. Asia-Pacific
      1. Overview
      2. Market Sizing & Forecasting
      3. China
      4. India
      5. Japan
    3. Europe, Middle East & Africa
      1. Overview
      2. Market Sizing & Forecasting
      3. France
      4. Germany
      5. United Kingdom
  10. Competitive Landscape
    1. 360iResearch FPNV Positioning Matrix for Global Contact Center Software Market
    2. Market Vendor Ranking Analysis for Global Contact Center Software Market
    3. Competitive News Feed Analysis for Global Contact Center Software Market
  11. Company Usability Profiles
    1. 3clogic
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    2. 8x8
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    3. Avaya
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    4. BT
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    5. Cisco
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    6. Enghouse Interactive
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    7. Alcatel-Lucent Enterprise
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    8. Ameyo
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    9. Aspect Software
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    10. Five9
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    11. Genesys
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    12. Huawei Technologies
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    13. IBM Corporation
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    14. Mitel
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    15. NEC
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    16. Nice
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    17. Oracle Corporation
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    18. Ring Central
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
    19. SAP SE
      1. Overview
      2. Strategy
      3. SWOT
      4. Scorecard
  12. Appendix
    1. Discussion Guide
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    3. Author Details

List of Tables

  1. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, 2017-2025 (USD MILLIONS)
  2. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  3. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2017-2025 (USD MILLIONS)
  4. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY MANAGED SERVICES, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  5. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICES, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  6. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2017-2025 (USD MILLIONS)
  7. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY INBOUND, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  8. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY INTEGRATION, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  9. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY OMNI-CHANNEL, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  10. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY OUTBOUND, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  11. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY REPORTING AND ANALYTICS, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  12. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY WORKFORCE OPTIMIZATION, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  13. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2017-2025 (USD MILLIONS)
  14. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY ON-CLOUD, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  15. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY ON-PREMISES, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  16. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2017-2025 (USD MILLIONS)
  17. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY BANKING, FINANCIAL SERVICES, AND INSURANCE, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  18. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY CONSUMER GOODS & RETAIL, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  19. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY GOVERNMENT, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  20. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY HEALTHCARE, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  21. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY IT AND TELECOM, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  22. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY MEDIA & ENTERTAINMENT, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  23. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY TRAVEL & HOSPITALITY, BY GEOGRAPHY, 2017-2025 (USD MILLIONS)
  24. AMERICAS CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2017-2025 (USD MILLIONS)
  25. AMERICAS CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2017-2025 (USD MILLIONS)
  26. AMERICAS CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2017-2025 (USD MILLIONS)
  27. AMERICAS CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2017-2025 (USD MILLIONS)
  28. AMERICAS CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2017-2025 (USD MILLIONS)
  29. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2017-2025 (USD MILLIONS)
  30. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2017-2025 (USD MILLIONS)
  31. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2017-2025 (USD MILLIONS)
  32. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2017-2025 (USD MILLIONS)
  33. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2017-2025 (USD MILLIONS)
  34. EUROPE, MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2017-2025 (USD MILLIONS)
  35. EUROPE, MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2017-2025 (USD MILLIONS)
  36. EUROPE, MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2017-2025 (USD MILLIONS)
  37. EUROPE, MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2017-2025 (USD MILLIONS)
  38. EUROPE, MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2017-2025 (USD MILLIONS)
  39. GLOBAL CONTACT CENTER SOFTWARE MARKET: MARKET VENDOR RANKING ANALYSIS
  40. COMPETITIVE NEWS FEED ANALYSIS FOR 8X8
  41. COMPETITIVE NEWS FEED ANALYSIS FOR CISCO
  42. COMPETITIVE NEWS FEED ANALYSIS FOR RING CENTRAL
  43. 3CLOGIC: FPNV SCORECARD
  44. 3CLOGIC: BUSINESS STRATEGY
  45. 3CLOGIC: PRODUCT SATISFACTION
  46. 8X8: FPNV SCORECARD
  47. 8X8: BUSINESS STRATEGY
  48. 8X8: PRODUCT SATISFACTION
  49. AVAYA: FPNV SCORECARD
  50. AVAYA: BUSINESS STRATEGY
  51. AVAYA: PRODUCT SATISFACTION
  52. BT: FPNV SCORECARD
  53. BT: BUSINESS STRATEGY
  54. BT: PRODUCT SATISFACTION
  55. CISCO: FPNV SCORECARD
  56. CISCO: BUSINESS STRATEGY
  57. CISCO: PRODUCT SATISFACTION
  58. ENGHOUSE INTERACTIVE: FPNV SCORECARD
  59. ENGHOUSE INTERACTIVE: BUSINESS STRATEGY
  60. ENGHOUSE INTERACTIVE: PRODUCT SATISFACTION
  61. ALCATEL-LUCENT ENTERPRISE: FPNV SCORECARD
  62. ALCATEL-LUCENT ENTERPRISE: BUSINESS STRATEGY
  63. ALCATEL-LUCENT ENTERPRISE: PRODUCT SATISFACTION
  64. AMEYO: FPNV SCORECARD
  65. AMEYO: BUSINESS STRATEGY
  66. AMEYO: PRODUCT SATISFACTION
  67. ASPECT SOFTWARE: FPNV SCORECARD
  68. ASPECT SOFTWARE: BUSINESS STRATEGY
  69. ASPECT SOFTWARE: PRODUCT SATISFACTION
  70. FIVE9: FPNV SCORECARD
  71. FIVE9: BUSINESS STRATEGY
  72. FIVE9: PRODUCT SATISFACTION
  73. GENESYS: FPNV SCORECARD
  74. GENESYS: BUSINESS STRATEGY
  75. GENESYS: PRODUCT SATISFACTION
  76. HUAWEI TECHNOLOGIES: FPNV SCORECARD
  77. HUAWEI TECHNOLOGIES: BUSINESS STRATEGY
  78. HUAWEI TECHNOLOGIES: PRODUCT SATISFACTION
  79. IBM CORPORATION: FPNV SCORECARD
  80. IBM CORPORATION: BUSINESS STRATEGY
  81. IBM CORPORATION: PRODUCT SATISFACTION
  82. MITEL: FPNV SCORECARD
  83. MITEL: BUSINESS STRATEGY
  84. MITEL: PRODUCT SATISFACTION
  85. NEC: FPNV SCORECARD
  86. NEC: BUSINESS STRATEGY
  87. NEC: PRODUCT SATISFACTION
  88. NICE: FPNV SCORECARD
  89. NICE: BUSINESS STRATEGY
  90. NICE: PRODUCT SATISFACTION
  91. ORACLE CORPORATION: FPNV SCORECARD
  92. ORACLE CORPORATION: BUSINESS STRATEGY
  93. ORACLE CORPORATION: PRODUCT SATISFACTION
  94. RING CENTRAL: FPNV SCORECARD
  95. RING CENTRAL: BUSINESS STRATEGY
  96. RING CENTRAL: PRODUCT SATISFACTION
  97. SAP SE: FPNV SCORECARD
  98. SAP SE: BUSINESS STRATEGY
  99. SAP SE: PRODUCT SATISFACTION
  100. GLOBAL CONTACT CENTER SOFTWARE MARKET: AUTHOR DETAILS

List of Figures

  1. Global Contact Center Software Market: Research Process
  2. Global Contact Center Software Market: Research Framework
  3. Global Contact Center Software Market: Forecasting Methodology
  4. Global Contact Center Software Market: 360iResearch Competitive Strategic Window
  5. Global Contact Center Software Market: 360iResearch FPNV Positioning Matrix
  6. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, 2017-2025 (USD MILLIONS)
  7. 360IRESEARCH COMPETITIVE STRATEGIC WINDOW FOR GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY GEOGRAPHY, 2025 (USD MILLIONS)
  8. GLOBAL CONTACT CENTER SOFTWARE MARKET: MARKET CONNECTIVITY
  9. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018 VS 2025 (USD MILLIONS)
  10. 360IRESEARCH COMPETITIVE STRATEGIC WINDOW FOR GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2025 (USD MILLIONS)
  11. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018 VS 2025 (USD MILLIONS)
  12. 360IRESEARCH COMPETITIVE STRATEGIC WINDOW FOR GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2025 (USD MILLIONS)
  13. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018 VS 2025 (USD MILLIONS)
  14. 360IRESEARCH COMPETITIVE STRATEGIC WINDOW FOR GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2025 (USD MILLIONS)
  15. GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018 VS 2025 (USD MILLIONS)
  16. 360IRESEARCH COMPETITIVE STRATEGIC WINDOW FOR GLOBAL CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2025 (USD MILLIONS)
  17. COMPETITIVE NEWS FEED ANALYSIS IN GLOBAL CONTACT CENTER SOFTWARE MARKET, BY NEWS TYPE
  18. COMPETITIVE NEWS FEED ANALYSIS IN GLOBAL CONTACT CENTER SOFTWARE MARKET, BY COMPANY
  19. 3CLOGIC: BUSINESS SWOT
  20. 8X8: BUSINESS SWOT
  21. AVAYA: BUSINESS SWOT
  22. BT: BUSINESS SWOT
  23. CISCO: BUSINESS SWOT
  24. ENGHOUSE INTERACTIVE: BUSINESS SWOT
  25. ALCATEL-LUCENT ENTERPRISE: BUSINESS SWOT
  26. AMEYO: BUSINESS SWOT
  27. ASPECT SOFTWARE: BUSINESS SWOT
  28. FIVE9: BUSINESS SWOT
  29. GENESYS: BUSINESS SWOT
  30. HUAWEI TECHNOLOGIES: BUSINESS SWOT
  31. IBM CORPORATION: BUSINESS SWOT
  32. MITEL: BUSINESS SWOT
  33. NEC: BUSINESS SWOT
  34. NICE: BUSINESS SWOT
  35. ORACLE CORPORATION: BUSINESS SWOT
  36. RING CENTRAL: BUSINESS SWOT
  37. SAP SE: BUSINESS SWOT
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Global Contact Center Software Market