Product Code: SR0822A93_Report
The global contact center software market size reached US$ 24.9 Billion in 2021. Looking forward, IMARC Group expects the market to reach US$ 70.9 Billion by 2027, exhibiting a growth rate (CAGR) of 19.25% during 2022-2027. Keeping in mind the uncertainties of COVID-19, we are continuously tracking and evaluating the direct as well as the indirect influence of the pandemic on different end use industries. These insights are included in the report as a major market contributor.
Contact center software is a telecommunication system used by organizations to communicate with their customers and optimize inbound and outbound operations. It enables smooth interactions through numerous channels, including video, voice, live web chats, chatbot conversations, mobile applications and social media. The software also offers real-time call monitoring, analysis and reporting through a centralized platform. It is commonly available in on-premises, hosted and cloud-based or virtual variants and is widely used by uni- and multi-channel call centers. It is also highly cost-effective and provides enhanced visibility and operational control to the enterprises.
Significant growth in the telecommunications industry across the globe, along with the increasing requirement for business process automation solutions, is one of the key factors creating a positive outlook for the market. Furthermore, widespread product adoption across various industries, including healthcare, information technology (IT), retail, banking, financial services and insurance (BFSI), media and education, is providing a thrust to the market growth. Contact center software is extensively used for workforce optimization, virtual communications, interactive voice response, fraud management, reporting and analytics and maintaining network security. Additionally, various technological advancements, such as the integration of the Internet of Things (IoT), artificial intelligence (AI), machine learning (ML), big data and cloud computing solutions, with the contact center software to cater to the dynamic consumer requirements, are contributing to the market growth. Other factors, including increasing utilization of call centers services by large- and medium-sized organizations, especially in the developing economies, along with extensive research and development (R&D) activities, are anticipated to drive the market toward growth.
Key Market Segmentation:
- IMARC Group provides an analysis of the key trends in each sub-segment of the global contact center software market report, along with forecasts at the global, regional and country level from 2022-2027. Our report has categorized the market based on component, deployment mode, enterprise size and end use.
Breakup by Component:
- Solution
- Automatic Call Distribution (ACD)
- Call Recording
- Computer Telephony Integration (CTI)
- Customer Collaboration
- Dialer
- Interactive Voice Responses (IVR)
- Others
- Service
- Integration and Deployment
- Support and Maintenance
- Training and Consulting
- Managed Services
Breakup by Deployment Mode:
Breakup by Enterprise Size:
- Large Enterprise
- Small and Medium Enterprise
Breakup by End Use:
- BFSI
- Consumer Goods and Retail
- Government
- Healthcare
- IT and Telecom
- Travel and Hospitality
- Others
Breakup by Region:
- North America
- United States
- Canada
- Asia-Pacific
- China
- Japan
- India
- South Korea
- Australia
- Indonesia
- Others
- Europe
- Germany
- France
- United Kingdom
- Italy
- Spain
- Russia
- Others
- Latin America
- Brazil
- Mexico
- Others
- Middle East and Africa
Competitive Landscape:
- The competitive landscape of the industry has also been examined along with the profiles of the key players being Aspect Software, Avaya Inc., Cisco Systems Inc., Enghouse Interactive Inc., Five9 Inc., Genesys, International Business Machines Corporation, NEC Corporation, Oracle Corporation, SAP SE and Unify Inc. (Atos SE).
Key Questions Answered in This Report:
- How has the global contact center software market performed so far and how will it perform in the coming years?
- What has been the impact of COVID-19 on the global contact center software market?
- What are the key regional markets?
- What is the breakup of the market based on the component?
- What is the breakup of the market based on the deployment mode?
- What is the breakup of the market based on the enterprise size?
- What is the breakup of the market based on the end use?
- What are the various stages in the value chain of the industry?
- What are the key driving factors and challenges in the industry?
- What is the structure of the global contact center software market and who are the key players?
- What is the degree of competition in the industry?
Table of Contents
1 Preface
2 Scope and Methodology
- 2.1 Objectives of the Study
- 2.2 Stakeholders
- 2.3 Data Sources
- 2.3.1 Primary Sources
- 2.3.2 Secondary Sources
- 2.4 Market Estimation
- 2.4.1 Bottom-Up Approach
- 2.4.2 Top-Down Approach
- 2.5 Forecasting Methodology
3 Executive Summary
4 Introduction
- 4.1 Overview
- 4.2 Key Industry Trends
5 Global Contact Center Software Market
- 5.1 Market Overview
- 5.2 Market Performance
- 5.3 Impact of COVID-19
- 5.4 Market Forecast
6 Market Breakup by Component
- 6.1 Solution
- 6.1.1 Market Trends
- 6.1.2 Key Segments
- 6.1.2.1 Automatic Call Distribution (ACD)
- 6.1.2.2 Call Recording
- 6.1.2.3 Computer Telephony Integration (CTI)
- 6.1.2.4 Customer Collaboration
- 6.1.2.5 Dialer
- 6.1.2.6 Interactive Voice Responses (IVR)
- 6.1.2.7 Others
- 6.1.3 Market Forecast
- 6.2 Service
- 6.2.1 Market Trends
- 6.2.2 Key Segments
- 6.2.2.1 Integration and Deployment
- 6.2.2.2 Support and Maintenance
- 6.2.2.3 Training and Consulting
- 6.2.2.4 Managed Services
- 6.2.3 Market Forecast
7 Market Breakup by Deployment Mode
- 7.1 On-premises
- 7.1.1 Market Trends
- 7.1.2 Market Forecast
- 7.2 Cloud-based
- 7.2.1 Market Trends
- 7.2.2 Market Forecast
8 Market Breakup by Enterprise Size
- 8.1 Large Enterprise
- 8.1.1 Market Trends
- 8.1.2 Market Forecast
- 8.2 Small and Medium Enterprise
- 8.2.1 Market Trends
- 8.2.2 Market Forecast
9 Market Breakup by End Use
- 9.1 BFSI
- 9.1.1 Market Trends
- 9.1.2 Market Forecast
- 9.2 Consumer Goods and Retail
- 9.2.1 Market Trends
- 9.2.2 Market Forecast
- 9.3 Government
- 9.3.1 Market Trends
- 9.3.2 Market Forecast
- 9.4 Healthcare
- 9.4.1 Market Trends
- 9.4.2 Market Forecast
- 9.5 IT and Telecom
- 9.5.1 Market Trends
- 9.5.2 Market Forecast
- 9.6 Travel and Hospitality
- 9.6.1 Market Trends
- 9.6.2 Market Forecast
- 9.7 Others
- 9.7.1 Market Trends
- 9.7.2 Market Forecast
10 Market Breakup by Region
- 10.1 North America
- 10.1.1 United States
- 10.1.1.1 Market Trends
- 10.1.1.2 Market Forecast
- 10.1.2 Canada
- 10.1.2.1 Market Trends
- 10.1.2.2 Market Forecast
- 10.2 Asia-Pacific
- 10.2.1 China
- 10.2.1.1 Market Trends
- 10.2.1.2 Market Forecast
- 10.2.2 Japan
- 10.2.2.1 Market Trends
- 10.2.2.2 Market Forecast
- 10.2.3 India
- 10.2.3.1 Market Trends
- 10.2.3.2 Market Forecast
- 10.2.4 South Korea
- 10.2.4.1 Market Trends
- 10.2.4.2 Market Forecast
- 10.2.5 Australia
- 10.2.5.1 Market Trends
- 10.2.5.2 Market Forecast
- 10.2.6 Indonesia
- 10.2.6.1 Market Trends
- 10.2.6.2 Market Forecast
- 10.2.7 Others
- 10.2.7.1 Market Trends
- 10.2.7.2 Market Forecast
- 10.3 Europe
- 10.3.1 Germany
- 10.3.1.1 Market Trends
- 10.3.1.2 Market Forecast
- 10.3.2 France
- 10.3.2.1 Market Trends
- 10.3.2.2 Market Forecast
- 10.3.3 United Kingdom
- 10.3.3.1 Market Trends
- 10.3.3.2 Market Forecast
- 10.3.4 Italy
- 10.3.4.1 Market Trends
- 10.3.4.2 Market Forecast
- 10.3.5 Spain
- 10.3.5.1 Market Trends
- 10.3.5.2 Market Forecast
- 10.3.6 Russia
- 10.3.6.1 Market Trends
- 10.3.6.2 Market Forecast
- 10.3.7 Others
- 10.3.7.1 Market Trends
- 10.3.7.2 Market Forecast
- 10.4 Latin America
- 10.4.1 Brazil
- 10.4.1.1 Market Trends
- 10.4.1.2 Market Forecast
- 10.4.2 Mexico
- 10.4.2.1 Market Trends
- 10.4.2.2 Market Forecast
- 10.4.3 Others
- 10.4.3.1 Market Trends
- 10.4.3.2 Market Forecast
- 10.5 Middle East and Africa
- 10.5.1 Market Trends
- 10.5.2 Market Breakup by Country
- 10.5.3 Market Forecast
11 SWOT Analysis
- 11.1 Overview
- 11.2 Strengths
- 11.3 Weaknesses
- 11.4 Opportunities
- 11.5 Threats
12 Value Chain Analysis
13 Porters Five Forces Analysis
- 13.1 Overview
- 13.2 Bargaining Power of Buyers
- 13.3 Bargaining Power of Suppliers
- 13.4 Degree of Competition
- 13.5 Threat of New Entrants
- 13.6 Threat of Substitutes
14 Price Analysis
15 Competitive Landscape
- 15.1 Market Structure
- 15.2 Key Players
- 15.3 Profiles of Key Players
- 15.3.1 Aspect Software
- 15.3.1.1 Company Overview
- 15.3.1.2 Product Portfolio
- 15.3.2 Avaya Inc.
- 15.3.2.1 Company Overview
- 15.3.2.2 Product Portfolio
- 15.3.3 Cisco Systems Inc.
- 15.3.3.1 Company Overview
- 15.3.3.2 Product Portfolio
- 15.3.4 Enghouse Interactive Inc.
- 15.3.4.1 Company Overview
- 15.3.4.2 Product Portfolio
- 15.3.5 Five9 Inc.
- 15.3.5.1 Company Overview
- 15.3.5.2 Product Portfolio
- 15.3.5.3 Financials
- 15.3.6 Genesys
- 15.3.6.1 Company Overview
- 15.3.6.2 Product Portfolio
- 15.3.7 International Business Machines Corporation
- 15.3.7.1 Company Overview
- 15.3.7.2 Product Portfolio
- 15.3.7.3 Financials
- 15.3.7.4 SWOT Analysis
- 15.3.8 NEC Corporation
- 15.3.8.1 Company Overview
- 15.3.8.2 Product Portfolio
- 15.3.8.3 Financials
- 15.3.8.4 SWOT Analysis
- 15.3.9 Oracle Corporation
- 15.3.9.1 Company Overview
- 15.3.9.2 Product Portfolio
- 15.3.9.3 Financials
- 15.3.9.4 SWOT Analysis
- 15.3.10 SAP SE
- 15.3.10.1 Company Overview
- 15.3.10.2 Product Portfolio
- 15.3.10.3 Financials
- 15.3.10.4 SWOT Analysis
- 15.3.11 Unify Inc. (Atos SE)
- 15.3.11.1 Company Overview
- 15.3.11.2 Product Portfolio
List of Figures
- Figure 1: Global: Contact Center Software Market: Major Drivers and Challenges
- Figure 2: Global: Contact Center Software Market: Sales Value (in Billion US$), 2016-2021
- Figure 3: Global: Contact Center Software Market Forecast: Sales Value (in Billion US$), 2022-2027
- Figure 4: Global: Contact Center Software Market: Breakup by Component (in %), 2021
- Figure 5: Global: Contact Center Software Market: Breakup by Deployment Mode (in %), 2021
- Figure 6: Global: Contact Center Software Market: Breakup by Enterprise Size (in %), 2021
- Figure 7: Global: Contact Center Software Market: Breakup by End Use (in %), 2021
- Figure 8: Global: Contact Center Software Market: Breakup by Region (in %), 2021
- Figure 9: Global: Contact Center Software (Solution) Market: Sales Value (in Million US$), 2016 & 2021
- Figure 10: Global: Contact Center Software (Solution) Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 11: Global: Contact Center Software (Service) Market: Sales Value (in Million US$), 2016 & 2021
- Figure 12: Global: Contact Center Software (Service) Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 13: Global: Contact Center Software (On-premises) Market: Sales Value (in Million US$), 2016 & 2021
- Figure 14: Global: Contact Center Software (On-premises) Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 15: Global: Contact Center Software (Cloud-based) Market: Sales Value (in Million US$), 2016 & 2021
- Figure 16: Global: Contact Center Software (Cloud-based) Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 17: Global: Contact Center Software (Large Enterprise) Market: Sales Value (in Million US$), 2016 & 2021
- Figure 18: Global: Contact Center Software (Large Enterprise) Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 19: Global: Contact Center Software (Small and Medium Enterprise) Market: Sales Value (in Million US$), 2016 & 2021
- Figure 20: Global: Contact Center Software (Small and Medium Enterprise) Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 21: Global: Contact Center Software (BFSI) Market: Sales Value (in Million US$), 2016 & 2021
- Figure 22: Global: Contact Center Software (BFSI) Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 23: Global: Contact Center Software (Consumer Goods and Retail) Market: Sales Value (in Million US$), 2016 & 2021
- Figure 24: Global: Contact Center Software (Consumer Goods and Retail) Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 25: Global: Contact Center Software (Government) Market: Sales Value (in Million US$), 2016 & 2021
- Figure 26: Global: Contact Center Software (Government) Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 27: Global: Contact Center Software (Healthcare) Market: Sales Value (in Million US$), 2016 & 2021
- Figure 28: Global: Contact Center Software (Healthcare) Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 29: Global: Contact Center Software (IT and Telecom) Market: Sales Value (in Million US$), 2016 & 2021
- Figure 30: Global: Contact Center Software (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 31: Global: Contact Center Software (Travel and Hospitality) Market: Sales Value (in Million US$), 2016 & 2021
- Figure 32: Global: Contact Center Software (Travel and Hospitality) Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 33: Global: Contact Center Software (Other End Uses) Market: Sales Value (in Million US$), 2016 & 2021
- Figure 34: Global: Contact Center Software (Other End Uses) Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 35: North America: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 36: North America: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 37: United States: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 38: United States: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 39: Canada: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 40: Canada: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 41: Asia-Pacific: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 42: Asia-Pacific: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 43: China: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 44: China: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 45: Japan: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 46: Japan: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 47: India: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 48: India: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 49: South Korea: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 50: South Korea: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 51: Australia: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 52: Australia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 53: Indonesia: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 54: Indonesia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 55: Others: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 56: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 57: Europe: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 58: Europe: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 59: Germany: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 60: Germany: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 61: France: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 62: France: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 63: United Kingdom: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 64: United Kingdom: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 65: Italy: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 66: Italy: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 67: Spain: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 68: Spain: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 69: Russia: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 70: Russia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 71: Others: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 72: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 73: Latin America: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 74: Latin America: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 75: Brazil: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 76: Brazil: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 77: Mexico: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 78: Mexico: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 79: Others: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 80: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 81: Middle East and Africa: Contact Center Software Market: Sales Value (in Million US$), 2016 & 2021
- Figure 82: Middle East and Africa: Contact Center Software Market: Breakup by Country (in %), 2021
- Figure 83: Middle East and Africa: Contact Center Software Market Forecast: Sales Value (in Million US$), 2022-2027
- Figure 84: Global: Contact Center Software Industry: SWOT Analysis
- Figure 85: Global: Contact Center Software Industry: Value Chain Analysis
- Figure 86: Global: Contact Center Software Industry: Porter's Five Forces Analysis
List of Tables
- Table 1: Global: Contact Center Software Market: Key Industry Highlights, 2021 and 2027
- Table 2: Global: Contact Center Software Market Forecast: Breakup by Component (in Million US$), 2022-2027
- Table 3: Global: Contact Center Software Market Forecast: Breakup by Deployment Mode (in Million US$), 2022-2027
- Table 4: Global: Contact Center Software Market Forecast: Breakup by Enterprise Size (in Million US$), 2022-2027
- Table 5: Global: Contact Center Software Market Forecast: Breakup by End Use (in Million US$), 2022-2027
- Table 6: Global: Contact Center Software Market Forecast: Breakup by Region (in Million US$), 2022-2027
- Table 7: Global: Contact Center Software Market: Competitive Structure
- Table 8: Global: Contact Center Software Market: Key Players