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市場調查報告書
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1378960

2023-2028 年按組件、部署模式、企業規模、最終用途和地區分類的聯絡中心軟體市場報告

Contact Center Software Market Report by Component, Deployment Mode, Enterprise Size, End Use, and Region 2023-2028
出版日期: | 出版商: IMARC | 英文 142 Pages | 商品交期: 2-3個工作天內

價格

概要

2022年全球聯絡中心軟體市場規模達296億美元。展望未來， IMARC Group預計到2028年市場規模將達到831億美元，2022-2028年複合年成長率（CAGR）為18.8%。消費者對與企業無縫和個性化互動的需求不斷成長，擴大採用基於雲端的解決方案來提供增強的靈活性，以及​​整合先進技術以改善用戶體驗是推動市場的一些主要因素。

聯絡中心軟體是一種技術解決方案，旨在簡化和增強客戶溝通和支援流程。它包括自動呼叫路由、即時監控、效能分析和客戶關係管理 (CRM) 系統。它充當管理跨各種管道（例如電話、電子郵件、聊天和社交媒體）的入站和出站互動的中央樞紐。它使企業能夠有效地處理客戶查詢、解決問題並提供個人化幫助。由於聯絡中心軟體有助於提高客戶滿意度，因此全球範圍內對聯絡中心軟體的需求正在增加。

目前，聯絡中心軟體的採用率不斷上升，因為它允許組織根據自己的要求輕鬆擴展或減少營運，這有助於市場的成長。與此一致的是，對能夠有效管理社交媒體、聊天和電子郵件等各種通訊管道的查詢的先進解決方案的需求不斷成長，這正在加強市場的成長。此外，對聯絡中心軟體的需求不斷成長，因為它有助於提高座席生產力並減少對實體基礎設施的需求，從而推動了市場的成長。此外，個人對資料隱私和安全的日益關注為行業投資者提供了利潤豐厚的成長機會。此外，對允許公司最佳化客戶服務營運並縮短響應時間的解決方案的需求不斷成長，正在支持市場的成長。

聯絡中心軟體市場趨勢/促進因素：

消費者對無縫和個人化互動的需求不斷成長

消費者對與企業無縫、個人化互動的需求不斷成長，推動了市場的成長。據此，聯絡中心軟體提供了各種功能，例如智慧呼叫路由、整合客戶關係管理（CRM）資料和即時客戶回饋分析，有助於提高客戶滿意度。這些工具使代理商能夠提供快速且量身定做的解決方案，有助於增強整體客戶體驗。除此之外，這些工具還有助於提高客戶忠誠度和維護企業聲譽，進而促進市場的成長。因此，企業正在投資解決方案以保持競爭力並確保其客戶服務符合最高標準。

擴大採用提供靈活性的基於雲端的解決方案

由於全球範圍內的遠距工作文化，個人擴大採用基於雲端的解決方案，這正在加強市場的成長。與此相適應，組織越來越需要基於雲端的聯絡中心解決方案，使其座席能夠在任何地方工作。除此之外，基於雲端的解決方案提供了在中斷期間維持營運和確保業務連續性所需的靈活性，這推動了市場的成長。此外，它們減少了對實體基礎設施的依賴，這有利於節省企業成本。此外，世界各地大眾對靈活敏捷解決方案的需求不斷增加。

先進技術的融合

資料分析和人工智慧（AI）等先進技術在聯絡中心軟體中的整合正在推動市場的成長。除此之外，進階分析工具還可以分析客戶交互，以提取有價值的見解，這些見解可進一步用於最佳化營運效率、提高代理績效並識別客戶行為趨勢。此外，人工智慧驅動的聊天機器人和虛擬助理增強了自助服務選項，並對常見查詢提供即時回應，從而減少了手動代理的工作量。此外，這不僅提高了效率，還確保了一致的服務品質。此外，人工智慧驅動的分析有助於識別互動過程中的客戶情緒，並使公司能夠提供量身定做的支援。

聯絡中心軟體產業細分：

IMARC Group提供了全球聯絡中心軟體市場報告各細分市場主要趨勢的分析，以及 2023-2028 年全球、區域和國家層面的預測。我們的報告根據組件、部署模式、企業規模和最終用途對市場進行了分類。

按組件分類：

解決方案

自動呼叫分配 (ACD)

通話錄音

電腦電話整合 (CTI)

客戶協作

撥號器

互動式語音應答 (IVR)

其他

服務

整合部署

支援與維護

培訓與諮詢

管理服務

解決方案（IVR）代表最大的細分市場

該報告根據組成部分提供了詳細的市場細分和分析。這包括解決方案（自動呼叫分配（ACD、通話錄音、電腦電話整合(CTI)、客戶協作、撥號器、互動式語音應答(IVR) 等）和服務（整合和部署、支援和維護、培訓和諮詢、和託管服務。根據該報告，解決方案(IVR) 代表了最大的細分市場。解決方案互動式語音應答(IVR) 可自動執行和管理傳入的客戶呼叫。IVR 系統使用語音識別和按鍵式鍵盤輸入來與呼叫者進行交互，並允許他們透過一系列預先錄製的提示和選單進行導航，以存取所需的資訊或服務。此外，IVR 解決方案在聯絡中心內具有多種用途。它們可以有效地將呼叫路由到適當的座席或部門，有助於減少等待時間，並確保客戶連接到正確的資源。IVR 還可以處理日常查詢和交易，例如檢查帳戶餘額、付款或提供訂單狀態更新，而無需客服人員干預。

按部署模式分類：

本地

基於雲端

基於雲端的佔據大部分市場佔有率

該報告根據部署模式對市場進行了詳細的細分和分析。這包括本地和基於雲端的。根據該報告，基於雲端的佔據了最大的部分。基於雲端是指在雲端中託管和運行的解決方案。此外，它還提供可擴展性，使企業能夠輕鬆調整其聯絡中心容量以滿足不斷變化的需求。這種靈活性在高峰期或擴展業務時尤其有價值。此外，雲端消除了對大量前期硬體和基礎設施投資的需求。公司可以訂閱基於雲端的服務來減少資本支出並實現更快的部署。它還提供地理靈活性，使代理商能夠在有網路連線的任何地方工作。

按企業規模分類：

大型企業

中小企業

大企業佔最大市場佔有率

該報告根據企業規模對市場進行了詳細的細分和分析。這包括大型企業和中小企業。報告稱，大型企業代表了最大的細分市場。大型企業的特點是擁有廣泛的客戶群，通常需要先進且高度可自訂的解決方案來有效管理其客戶互動。大型企業的聯絡中心軟體可以處理大量客戶查詢（通常跨越多個通訊管道），而不會影響效能或客戶體驗。隨著業務的成長或客戶需求的季節性波動，它可以輕鬆擴展。與此一致的是，大型企業通常需要先進的功能，例如人工智慧驅動的分析，以更深入地了解客戶行為和趨勢。這些見解有助於做出數據驅動的決策並提高整體客戶滿意度。

按最終用途細分：

BFSI

消費品和零售

政府

衛生保健

資訊科技和電信

旅遊和酒店業

其他

消費品和零售佔據市場佔有率

該報告根據最終用途提供了詳細的市場細分和分析。這包括 BFSI、消費品和零售、政府、醫療保健、IT 和電信、旅遊和酒店等。報告稱，消費品和零售業是最大的細分市場。消費品和零售業包括超市、電子商務平台、服飾零售商和消費性電子商店等多種業務。聯絡中心軟體在增強客戶體驗方面發揮著至關重要的作用，是品牌與其客戶之間互動的主要點。它有助於管理與產品資訊、訂單追蹤、退貨和一般客戶支援相關的查詢。此外，它還有助於促進全通路客戶參與。它使企業能夠在這些管道上提供一致和個性化的支援。

按地區分類：

北美洲

美國

加拿大

亞太

中國

日本

印度

韓國

澳洲

印尼

其他

歐洲

德國

法國

英國

義大利

西班牙

俄羅斯

其他

拉丁美洲

巴西

墨西哥

其他

中東和非洲

北美表現出明顯的主導地位，佔據最大的聯絡中心軟體市場佔有率

市場研究報告還對所有主要區域市場進行了全面分析，其中包括北美（美國和加拿大）；亞太地區（中國、日本、印度、韓國、澳洲、印尼等）；歐洲（德國、法國、英國、義大利、西班牙、俄羅斯等）；拉丁美洲（巴西、墨西哥等）；以及中東和非洲。報告稱，北美佔據最大的市場佔有率。

由於越來越注重增強客戶服務和滿意度，北美佔據了最大的市場佔有率。除此之外，對資料隱私和安全的日益重視也促進了該地區市場的成長。與此一致的是，嚴格的安全合規性正在推動市場的成長。除此之外，人們對有效客戶參與和支持重要性的認知不斷提高，正在推動北美地區市場的成長。

競爭格局：

主要參與者正在整合人工智慧 (AI)、機器學習 (ML) 和自然語言處理 (NLP) 等先進技術，以增強自動化、改善自助服務選項並提供更個人化的客戶互動。此外，許多公司正在擴展其基於雲端的產品，使企業能夠輕鬆適應不斷變化的客戶需求並支援遠端員工。除此之外，各大廠商都在關注全通路能力。它們使企業能夠透過語音、電子郵件、聊天、社交媒體和簡訊服務 (SMS) 等各種管道與客戶無縫互動，以確保一致且整合的客戶體驗。此外，公司正致力於增強其分析和報告能力。

該報告對市場競爭格局進行了全面分析。也提供了所有主要公司的詳細資料。市場上的一些主要參與者包括：

方面軟體

阿瓦亞公司

思科系統公司

恩豪斯互動公司

五、九公司

OK繃

國際商業機器公司

NEC公司

甲骨文公司

SAP系統公司

統一公司（Atos SE）

最近的發展：

2023 年 5 月，Five9 和 BT 宣布擴大合作夥伴關係，以增強為全球組織提供的聯絡中心服務和解決方案。它允許客戶透過與現有語音、數位管道、統一通訊和客戶關係管理 (CRM) 系統整合來完全數位化其工作場所。

2023 年 3 月，Genesys (R) 和 Acqueon 合作，協助企業對消費者 (B2C) 組織最佳化銷售、收貨和服務的主動客戶拓展。透過此次合作，聯合聯絡中心客戶可以無縫利用 Genesys Cloud CX (TM) 平台基於人工智慧 (AI) 的體驗編排功能以及 Acqueon 全通路工作流程、預測分析、人工智慧和內建合規套件。

2022 年 5 月，Avaya 與 Microsoft 合作，在 Microsoft Azure 上提供 Avaya OneCloud (TM) 解決方案，為組織提供更多選擇，以無與倫比的可靠性、敏捷性和規模來提高生產力和客戶參與度。

本報告回答的關鍵問題：

  • 迄今為止，全球聯絡中心軟體市場表現如何，未來幾年將如何表現？
  • 全球聯絡中心軟體市場的促進因素、限制因素和機會是什麼？
  • 每個促進因素、限制因素和機會對全球聯絡中心軟體市場有何影響？
  • 主要區域市場有哪些？
  • 哪些國家代表了最具吸引力的聯絡中心軟體市場？
  • 基於組件的市場區隔是什麼？
  • 聯絡中心軟體市場中哪個元件最具吸引力？
  • 基於部署模式的市場區隔是怎樣的？
  • 聯絡中心軟體市場哪種部署模式最具吸引力？
  • 依企業規模分類的市場是怎麼樣的？
  • 聯絡中心軟體市場中最具吸引力的企業規模是多少？
  • 根據最終用途分類的市場是怎樣的？
  • 聯絡中心軟體市場中最具吸引力的最終用途是什麼？
  • 全球聯絡中心軟體市場的競爭格局如何？
  • 全球聯絡中心軟體市場的主要參與者/公司有哪些？

本報告回答的關鍵問題：

  • 迄今為止，全球聯絡中心軟體市場表現如何，未來幾年將如何表現？
  • 全球聯絡中心軟體市場的促進因素、限制因素和機會是什麼？
  • 每個促進因素、限制因素和機會對全球聯絡中心軟體市場有何影響？
  • 主要區域市場有哪些？
  • 哪些國家代表了最具吸引力的聯絡中心軟體市場？
  • 基於組件的市場區隔是什麼？
  • 聯絡中心軟體市場中哪個元件最具吸引力？
  • 基於部署模式的市場區隔是怎樣的？
  • 聯絡中心軟體市場哪種部署模式最具吸引力？
  • 依企業規模分類的市場是怎麼樣的？
  • 聯絡中心軟體市場中最具吸引力的企業規模是多少？
  • 根據最終用途分類的市場是怎樣的？
  • 聯絡中心軟體市場中最具吸引力的最終用途是什麼？
  • 全球聯絡中心軟體市場的競爭格局如何？
  • 全球聯絡中心軟體市場的主要參與者/公司有哪些？

目錄

第 1 章：前言

第 2 章：範圍與方法

  • 研究目的
  • 利害關係人
  • 資料來源
    • 主要資源
    • 二手資料
  • 市場預測
    • 自下而上的方法
    • 自上而下的方法
  • 預測方法

第 3 章：執行摘要

第 4 章：簡介

  • 概述
  • 主要行業趨勢

第 5 章：全球聯絡中心軟體市場

  • 市場概況
  • 市場業績
  • COVID-19 的影響
  • 市場預測

第 6 章：按成分分類的市場區隔

  • 解決方案
    • 市場走向
    • 關鍵環節
      • 自動呼叫分配 (ACD)
      • 通話錄音
      • 電腦電話整合 (CTI)
      • 客戶協作
      • 撥號器
      • 互動式語音應答 (IVR)
      • 其他
    • 市場預測
  • 服務
    • 市場走向
    • 關鍵環節
      • 整合部署
      • 支援與維護
      • 培訓與諮詢
      • 管理服務
    • 市場預測

第 7 章：按部署模式分類的市場區隔

  • 本地
    • 市場走向
    • 市場預測
  • 基於雲端
    • 市場走向
    • 市場預測

第 8 章：依企業規模分類的市場區隔

  • 大型企業
    • 市場走向
    • 市場預測
  • 中小企業
    • 市場走向
    • 市場預測

第 9 章：依最終用途分類的市場區隔

  • BFSI
    • 市場走向
    • 市場預測
  • 消費品和零售
    • 市場走向
    • 市場預測
  • 政府
    • 市場走向
    • 市場預測
  • 衛生保健
    • 市場走向
    • 市場預測
  • 資訊科技和電信
    • 市場走向
    • 市場預測
  • 旅遊和酒店業
    • 市場走向
    • 市場預測
  • 其他
    • 市場走向
    • 市場預測

第 10 章：按地區分類的市場細分

  • 北美洲
    • 美國
      • 市場走向
      • 市場預測
    • 加拿大
      • 市場走向
      • 市場預測
  • 亞太
    • 中國
      • 市場走向
      • 市場預測
    • 日本
      • 市場走向
      • 市場預測
    • 印度
      • 市場走向
      • 市場預測
    • 韓國
      • 市場走向
      • 市場預測
    • 澳洲
      • 市場走向
      • 市場預測
    • 印尼
      • 市場走向
      • 市場預測
    • 其他
      • 市場走向
      • 市場預測
  • 歐洲
    • 德國
      • 市場走向
      • 市場預測
    • 法國
      • 市場走向
      • 市場預測
    • 英國
      • 市場走向
      • 市場預測
    • 義大利
      • 市場走向
      • 市場預測
    • 西班牙
      • 市場走向
      • 市場預測
    • 俄羅斯
      • 市場走向
      • 市場預測
    • 其他
      • 市場走向
      • 市場預測
  • 拉丁美洲
    • 巴西
      • 市場走向
      • 市場預測
    • 墨西哥
      • 市場走向
      • 市場預測
    • 其他
      • 市場走向
      • 市場預測
  • 中東和非洲
    • 市場走向
    • 按國家/地區分類的市場細分
    • 市場預測

第 11 章：SWOT 分析

  • 概述
  • 優勢
  • 弱點
  • 機會
  • 威脅

第 12 章：價值鏈分析

第 13 章：波特五力分析

  • 概述
  • 買家的議價能力
  • 供應商的議價能力
  • 競爭程度
  • 新進入者的威脅
  • 替代品的威脅

第 14 章：價格分析

第15章：競爭格局

  • 市場結構
  • 關鍵參與者
  • 關鍵參與者簡介
    • Aspect Software
    • Avaya Inc.
    • Cisco Systems Inc.
    • Enghouse Interactive Inc.
    • Five9 Inc.
    • Genesys
    • International Business Machines Corporation
    • NEC Corporation
    • Oracle Corporation
    • SAP SE
    • Unify Inc. (Atos SE)
Product Code: SR112023A3735

Abstract

The global contact center software market size reached US$ 29.6 Billion in 2022. Looking forward, IMARC Group expects the market to reach US$ 83.1 Billion by 2028, exhibiting a growth rate (CAGR) of 18.8% during 2022-2028. The growing consumer demand for seamless and personalized interactions with businesses, rising adoption of cloud-based solutions that offer enhanced flexibility, and integration of advanced technologies to improve user experience are some of the major factors propelling the market.

Contact center software is a technological solution that is designed to streamline and enhance customer communication and support processes. It comprises automated call routing, real-time monitoring, performance analytics, and customer relationship management (CRM) systems. It serves as the central hub for managing inbound and outbound interactions across various channels, such as phone, email, chat, and social media. It allows businesses to efficiently handle customer inquiries, resolve issues, and provide personalized assistance. As it assists in improving customer satisfaction, the demand for contact center software is increasing across the globe.

At present, the rising adoption of contact center software, as it allows organizations to easily expand or reduce their operations as per their requirements, is contributing to the growth of the market. In line with this, the increasing need for advanced solutions that efficiently manage inquiries across various communication channels, such as social media, chat, and email, is strengthening the growth of the market. Moreover, the rising demand for contact center software, as it helps in improving agent productivity and reducing the need for physical infrastructure, is bolstering the growth of the market. In addition, the increasing concern about data privacy and security among individuals is offering lucrative growth opportunities to industry investors. Furthermore, the rising need for solutions that allow companies to optimize their customer service operations and reduce response times is supporting the growth of the market.

Contact Center Software Market Trends/Drivers:

Rising consumer demand for seamless and personalized interactions

The rising consumer demand for seamless and personalized interactions with businesses is contributing to the growth of the market. In line with this, contact center software offers various features, such as intelligent call routing, integrated customer relationship management (CRM) data, and real-time customer feedback analysis that assist in enhancing customer satisfaction. These tools enable agents to provide quick and tailored solutions that aid in enhancing the overall customer experience. Apart from this, these tools benefit in boosting customer loyalty and maintaining the reputation of a business, which is bolstering the growth of the market. As a result, businesses are investing in solutions to remain competitive and ensure that their customer service meets the highest standards.

Increasing adoption of cloud-based solutions that offer flexibility

The increasing adoption of cloud-based solutions among individuals due to the remote work culture across the globe is strengthening the growth of the market. In line with this, organizations increasingly require cloud-based contact center solutions that enable their agents to work from anywhere. Apart from this, cloud-based solutions offer the flexibility needed to maintain operations during disruptions and ensure business continuity, which is propelling the growth of the market. Furthermore, they reduce the reliance on physical infrastructure, which benefits in saving costs in a business. In addition, there is a rise in the demand for flexible and agile solutions among the masses around the world.

Integration of advanced technologies

The integration of advanced technologies, such as data analytics and artificial intelligence (AI), in the contact center software is impelling the growth of the market. Besides this, advanced analytics tools analyze customer interactions to extract valuable insights that can be further used to optimize operational efficiency, improve agent performance, and identify trends in customer behavior. In addition, AI-powered chatbots and virtual assistants enhance self-service options and provide immediate responses to common queries that reduce the workload on human agents. Moreover, this not only boosts efficiency but also ensures consistent service quality. Furthermore, AI-driven analysis helps in identifying customer emotions during interactions and allows companies to offer tailored support.

Contact Center Software Industry Segmentation:

IMARC Group provides an analysis of the key trends in each segment of the global contact center software market report, along with forecasts at the global, regional and country levels from 2023-2028. 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

Solution (IVR) represents the largest market segment

The report has provided a detailed breakup and analysis of the market based on the component. This includes solution (automatic call distribution (ACD, call recording, computer telephony integration (CTI), customer collaboration, dialer, interactive voice responses (IVR), and others) and service (integration and deployment, support and maintenance, training and consulting, and managed services. According to the report, solution (IVR) represented the largest segment. Solution interactive voice response (IVR) automates and manages incoming customer calls. IVR systems use voice recognition and touch-tone keypad inputs to interact with callers and allow them to navigate through a series of pre-recorded prompts and menus to access the information or services they require. In addition, IVR solutions serve multiple purposes within contact centers. They efficiently route calls to the appropriate agents or departments, aid in reducing wait times, and ensure customers are connected to the right resources. IVR can also handle routine inquiries and transactions, such as checking account balances, making payments, or providing order status updates, without the need for agent intervention.

Breakup by Deployment Mode:

On-premises

Cloud-based

Cloud-based accounts for the majority of the market share

The report has provided a detailed breakup and analysis of the market based on the deployment mode. This includes on-premises and cloud-based. According to the report, cloud-based represented the largest segment. Cloud-based refers to solutions that are hosted and operated in the cloud. In addition, it provides scalability that allows businesses to easily adjust their contact center capacity to meet fluctuating demand. This flexibility is particularly valuable during peak periods or when expanding operations. Additionally, the cloud eliminates the need for significant upfront hardware and infrastructure investments. Companies can subscribe to cloud-based services to reduce capital expenditures and enable quicker deployment. It also offers geographic flexibility that enables agents to work from anywhere with an internet connection.

Breakup by Enterprise Size:

Large Enterprise

Small and Medium Enterprise

Large enterprise holds the biggest market share

The report has provided a detailed breakup and analysis of the market based on the enterprise size. This includes large enterprise and small and medium enterprise. According to the report, large enterprise represented the largest segment. Large enterprises are characterized by their extensive customer bases that often require advanced and highly customizable solutions to effectively manage their customer interactions. Contact center software for large enterprises can handle a high volume of customer inquiries, often across multiple communication channels, without compromising performance or customer experience. It allows for easy expansion as the business grows or experiences seasonal fluctuations in customer demand. In line with this, large enterprises often require advanced features, such as AI-driven analytics, to gain deeper insights into customer behavior and trends. These insights aid in making data-driven decisions and improving overall customer satisfaction.

Breakup by End Use:

BFSI

Consumer Goods and Retail

Government

Healthcare

IT and Telecom

Travel and Hospitality

Others

Consumer goods and retail dominate the market share

The report has provided a detailed breakup and analysis of the market based on the end use. This includes BFSI, consumer goods and retail, government, healthcare, IT and telecom, travel and hospitality, and others. According to the report, consumer goods and retail represented the largest segment. The consumer goods and retail sector comprises a wide range of businesses, such as supermarkets, e-commerce platforms, apparel retailers, and consumer electronics stores. The contact center software plays a vital role in enhancing customer experience and serves as the primary point of interaction between the brand and its customers. It helps in managing inquiries related to product information, order tracking, returns, and general customer support. In addition, it assists in facilitating omnichannel customer engagement. It enables businesses to provide consistent and personalized support across these channels.

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

North America exhibits a clear dominance, accounting for the largest contact center software market share

The market research report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America accounted for the largest market share.

North America held the biggest market share due to the increasing focus on enhanced customer service and satisfaction. Apart from this, the rising preference for data privacy and security is contributing to the growth of the market in the region. In line with this, stringent compliance with security is propelling the growth of the market. Besides this, the rising awareness about the importance of effective customer engagement and support is bolstering the growth of the market in the North America region.

Competitive Landscape:

Key players are integrating advanced technologies, such as artificial intelligence (AI), machine learning (ML), and natural language processing (NLP), to enhance automation, improve self-service options, and provide more personalized customer interactions. In addition, many companies are expanding their cloud-based offerings that allow businesses to easily adapt to changing customer demands and to support remote workforces. Apart from this, major manufacturers are focusing on omnichannel capabilities. They are enabling businesses to engage with customers seamlessly across various channels, such as voice, email, chat, social media, and short message service (SMS), to ensure a consistent and integrated customer experience. Moreover, companies are focusing on enhancing their analytics and reporting capabilities.

The report has provided a comprehensive analysis of the competitive landscape in the market. Detailed profiles of all major companies have also been provided. Some of the key players in the market include:

Aspect Software

Avaya Inc.

Cisco Systems Inc.

Enghouse Interactive Inc.

Five9 Inc.

Genesys

International Business Machines Corporation

NEC Corporation

Oracle Corporation

SAP SE

Unify Inc. (Atos SE)

Recent Developments:

In May 2023, Five9 and BT announced that they are expanding their partnership to enhance contact centre services and solutions offered to organizations globally. It allows customers to fully digitalize their workplace through integration with existing voice, digital channels, unified communications, and customer relationship management (CRM) systems.

In March 2023, Genesys® and Acqueon partnered to help business-to-consumer (B2C) organizations optimize proactive customer outreach for sales, collections, and service. Through the partnership, joint contact center customers can seamlessly leverage the artificial intelligence (AI)-based experience orchestration capabilities of the Genesys Cloud CX™ platform with the Acqueon omnichannel workflows, predictive analytics, AI and built-in compliance suite.

In May 2022, Avaya partnered with Microsoft to deliver Avaya OneCloud™ solutions on Microsoft Azure to provide organizations with more options to increase their productivity and customer engagement with unrivaled reliability, agility, and scale.

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 are the drivers, restraints, and opportunities in the global contact center software market?
  • What is the impact of each driver, restraint, and opportunity on the global contact center software market?
  • What are the key regional markets?
  • Which countries represent the most attractive contact center software market?
  • What is the breakup of the market based on the component?
  • Which is the most attractive component in the contact center software market?
  • What is the breakup of the market based on the deployment mode?
  • Which is the most attractive deployment mode in the contact center software market?
  • What is the breakup of the market based on the enterprise size?
  • Which is the most attractive enterprise size in the contact center software market?
  • What is the breakup of the market based on the end use?
  • Which is the most attractive end use in the contact center software market?
  • What is the competitive structure of the global contact center software market?
  • Who are the key players/companies in the global contact center software market?

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$), 2017-2022
  • Figure 3: Global: Contact Center Software Market Forecast: Sales Value (in Billion US$), 2023-2028
  • Figure 4: Global: Contact Center Software Market: Breakup by Component (in %), 2022
  • Figure 5: Global: Contact Center Software Market: Breakup by Deployment Mode (in %), 2022
  • Figure 6: Global: Contact Center Software Market: Breakup by Enterprise Size (in %), 2022
  • Figure 7: Global: Contact Center Software Market: Breakup by End Use (in %), 2022
  • Figure 8: Global: Contact Center Software Market: Breakup by Region (in %), 2022
  • Figure 9: Global: Contact Center Software (Solution) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 10: Global: Contact Center Software (Solution) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 11: Global: Contact Center Software (Service) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 12: Global: Contact Center Software (Service) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 13: Global: Contact Center Software (On-premises) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 14: Global: Contact Center Software (On-premises) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 15: Global: Contact Center Software (Cloud-based) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 16: Global: Contact Center Software (Cloud-based) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 17: Global: Contact Center Software (Large Enterprise) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 18: Global: Contact Center Software (Large Enterprise) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 19: Global: Contact Center Software (Small and Medium Enterprise) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 20: Global: Contact Center Software (Small and Medium Enterprise) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 21: Global: Contact Center Software (BFSI) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 22: Global: Contact Center Software (BFSI) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 23: Global: Contact Center Software (Consumer Goods and Retail) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 24: Global: Contact Center Software (Consumer Goods and Retail) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 25: Global: Contact Center Software (Government) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 26: Global: Contact Center Software (Government) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 27: Global: Contact Center Software (Healthcare) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 28: Global: Contact Center Software (Healthcare) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 29: Global: Contact Center Software (IT and Telecom) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 30: Global: Contact Center Software (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 31: Global: Contact Center Software (Travel and Hospitality) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 32: Global: Contact Center Software (Travel and Hospitality) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 33: Global: Contact Center Software (Other End Uses) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 34: Global: Contact Center Software (Other End Uses) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 35: North America: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 36: North America: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 37: United States: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 38: United States: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 39: Canada: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 40: Canada: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 41: Asia-Pacific: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 42: Asia-Pacific: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 43: China: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 44: China: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 45: Japan: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 46: Japan: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 47: India: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 48: India: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 49: South Korea: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 50: South Korea: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 51: Australia: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 52: Australia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 53: Indonesia: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 54: Indonesia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 55: Others: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 56: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 57: Europe: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 58: Europe: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 59: Germany: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 60: Germany: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 61: France: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 62: France: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 63: United Kingdom: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 64: United Kingdom: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 65: Italy: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 66: Italy: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 67: Spain: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 68: Spain: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 69: Russia: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 70: Russia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 71: Others: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 72: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 73: Latin America: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 74: Latin America: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 75: Brazil: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 76: Brazil: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 77: Mexico: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 78: Mexico: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 79: Others: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 80: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 81: Middle East and Africa: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 82: Middle East and Africa: Contact Center Software Market: Breakup by Country (in %), 2022
  • Figure 83: Middle East and Africa: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • 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, 2022 and 2028
  • Table 2: Global: Contact Center Software Market Forecast: Breakup by Component (in Million US$), 2023-2028
  • Table 3: Global: Contact Center Software Market Forecast: Breakup by Deployment Mode (in Million US$), 2023-2028
  • Table 4: Global: Contact Center Software Market Forecast: Breakup by Enterprise Size (in Million US$), 2023-2028
  • Table 5: Global: Contact Center Software Market Forecast: Breakup by End Use (in Million US$), 2023-2028
  • Table 6: Global: Contact Center Software Market Forecast: Breakup by Region (in Million US$), 2023-2028
  • Table 7: Global: Contact Center Software Market: Competitive Structure
  • Table 8: Global: Contact Center Software Market: Key Players