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全球聯絡中心軟件市場：按組件、組織規模、部署方法、行業、地區 - 預測（至 2028 年）
市場調查報告書
商品編碼
1330293

全球聯絡中心軟件市場：按組件、組織規模、部署方法、行業、地區 - 預測（至 2028 年）

Contact Center Software Market by Component (Solutions (Omnichannel Routing, Reporting & Analytics), Services), Organization Size, Deployment Mode, Vertical (BFSI, Telecommunications, & Retail & Consumer Goods) and Region - Global Forecast to 2028
出版日期: | 出版商: MarketsandMarkets | 英文 331 Pages | 訂單完成後即時交付

價格
簡介目錄

全球聯絡中心軟件市場規模預計將從 2023 年的 419 億美元增至 2028 年的 1097 億美元，預測期內復合年增長率為 21.2%。

對個性化和簡化客戶服務的需求不斷增長正在推動市場增長。

從組織規模來看，中小企業細分市場在預測期內的複合年增長率最高。

由於預算限制，中小型企業依賴手動聯絡中心軟件流程。 然而，日益激烈的市場競爭正促使中小型企業投資聯絡中心軟件解決方案，以實現顯著的運營效率。 由於預算和人員限制，中小型企業正在尋找靈活、可擴展且經濟高效的解決方案。 小型企業可以採用創新的聯絡中心解決方案，根據全球監管標準管理客戶與座席的互動和員工績效，加速聯絡中心座席與客戶的互動，並改善客戶體驗。 小型企業認識到有效的客戶服務和關注的價值和重要性。 中小型企業正在投資聯絡中心軟件，以改善客戶互動、提高客戶滿意度並獲得競爭優勢。

按行業劃分，消費品和零售行業在預測期內的複合年增長率最高。

零售和消費品行業以客戶為中心，期望改善客戶體驗並留住客戶。 此外，隨著組織尋求通過保留員工和客戶來維持良好的品牌形象，IT 預算也在不斷增長。 因此，零售商越來越多地轉向先進的分析來應對關鍵的業務挑戰並實現利潤最大化。 聯絡中心解決方案幫助零售商制定以客戶為中心的市場策略，並根據過去的購買行為、客戶偏好和實時客戶互動更快地做出決策。

按地區劃分，歐洲在預測期內將佔據第二大市場份額。

歐洲的業務需求日益多元化，多家主要零售商和製造公司都在尋求強大且可擴展的 IT 基礎設施解決方案。 由於嚴格的用戶數據隱私法規和安全標準，該地區對於雲提供商來說一直是一個艱難的市場。 歐洲在數據隱私和安全方面也有嚴格的規則和規定，因此各個聯絡中心軟件提供商一直在改進他們的解決方案，以滿足企業的數據本地化需求並遵守該地區的消費者隱私法規。我做到了。 歐洲 BFSI 行業專注於以客戶為導向的服務和經濟價值創造。 基於雲的聯絡中心解決方案在歐洲越來越受歡迎，因為它們與本地解決方案相比具有多種優勢，包括成本效益、可擴展性和易用性。 客戶越來越多地使用多種渠道聯繫企業，包括電話、電子郵件、聊天和社交媒體。 企業必須能夠跨所有渠道提供無縫的客戶體驗。 為此，您需要支持全渠道客戶服務的聯絡中心軟件。

本報告研究和分析了全球聯絡中心軟件市場，提供了關鍵驅動因素和限制因素、競爭格局和未來趨勢等信息。

目錄

第一章簡介

第二章研究方法

第 3 章執行摘要

第 4 章主要考慮因素

  • 對於聯絡中心軟件市場的主要參與者來說具有吸引力的機會
  • 聯絡中心軟件市場：按組件分類（2023/2023-2028）
  • 聯絡中心軟件市場：按解決方案分類（2023/2028）
  • 聯絡中心軟件市場：按服務分類（2023/2028）
  • 聯絡中心軟件市場，按組織規模劃分（2023/2023-2028）
  • 聯絡中心軟件市場：按部署方法劃分（2023/2023-2028）
  • 聯絡中心軟件市場：按行業劃分（2023/2028）
  • 聯絡中心軟件市場：區域情景（2023-2028 年）

第五章市場概況及行業趨勢

  • 簡介
  • 市場動態
    • 促進因素
    • 抑制因素
    • 機會
    • 作業
  • 案例研究分析
  • 供應鏈分析
  • 生態系統/市場地圖
  • 技術分析
  • 價格分析
  • 專利分析
  • 波特五力分析
  • 關稅和監管環境
    • 北美
    • 歐洲
    • 亞太地區
    • 中東/南非
    • 拉丁美洲
  • 主要會議和活動（2023-2024 年）
  • 影響買家/客戶業務的趨勢/干擾
  • 主要利益相關者和採購標準
    • 採購流程中的主要利益相關者
    • 購買標準
  • 商業模式分析
    • 本地業務模式
    • 託管業務模式
    • 基於雲的業務模式

第 6 章聯絡中心軟件市場：按組件

  • 簡介
  • 解決方案
  • 服務

第 7 章聯絡中心軟件市場：按部署方法

  • 簡介
  • 本地
  • 雲

第 8 章聯絡中心軟件市場：按組織規模

  • 簡介
  • 大型公司
  • 中小企業 (SME)

第 9 章聯絡中心軟件市場：按行業

  • 簡介
  • BFSI
  • 通訊
  • 醫療/生命科學
  • IT□ITES
  • 製造業
  • 零售/消費品
  • 政府/公共部門
  • 能源/公共工程
  • 其他行業

第 10 章聯絡中心軟件市場：按地區

  • 簡介
  • 北美
    • 北美：聯絡中心軟件市場驅動因素
    • 北美：經濟衰退的影響
    • 北美：監管情況
    • 美國
    • 加拿大
  • 歐洲
    • 歐洲：聯絡中心軟件市場的驅動力
    • 歐洲：經濟衰退的影響
    • 歐洲：監管狀況
    • 英國
    • 德國
    • 法國
    • 比利時
    • 歐洲其他地區
  • 亞太地區
    • 亞太地區：聯絡中心軟件市場的驅動因素
    • 亞太地區：經濟衰退的影響
    • 亞太地區：監管格局
    • 中國
    • 日本
    • 澳大利亞/新西蘭
    • 亞太地區其他地區
  • 中東/非洲
    • 中東和非洲：聯絡中心軟件市場的驅動因素
    • 中東和非洲：經濟衰退的影響
    • 中東/非洲：監管狀況
    • 沙特阿拉伯
    • 阿拉伯聯合酋長國
    • 其他中東/非洲
  • 拉丁美洲
    • 拉丁美洲：聯絡中心軟件市場驅動因素
    • 拉丁美洲：經濟衰退的影響
    • 拉丁美洲：監管狀況
    • 巴西
    • 墨西哥
    • 其他拉丁美洲地區

第十一章競爭態勢

  • 摘要
  • 主要公司採取的策略
  • 收入表現分析
  • 市場份額分析
  • 主要公司市場排名
  • 全球主要市場參與者概況
  • 主要公司的競爭基準
  • 主要企業評價矩陣（2023年）
  • 初創企業/中小企業評估矩陣（2023 年）
  • 初創公司/中小企業的競爭基準
  • 聯絡中心軟件供應商評估和財務指標
  • 競爭場景

第十二章公司簡介

  • 簡介
  • 主要公司
    • GENESYS
    • NICE
    • IBM
    • AWS
    • FIVE9
    • TWILIO
    • MITEL
    • CISCO
    • BT GROUP
    • VERIZON
    • AVAYA
    • VONAGE
    • 8X8
    • TALKDESK
  • 其他公司
    • ALCATEL-LUCENT ENTERPRISE
    • SINCH
    • ORACLE
    • RINGCENTRAL
    • LIFESIZE
    • CONTENT GURU
    • ALVARIA
    • ENGHOUSE INTERACTIVE
    • 3CLOGIC INC
    • AMEYO
    • NEC CORPORATION
    • WEST TECHNOLOGY GROUP
    • ZTE CORPORATION
  • 初創公司/中小企業
    • VOCALCOM
    • EVOLVE IP
    • UJET
    • AMTELCO
    • AVOXI
    • VCC LIVE
    • GLIA TECHNOLOGIES
    • BRIGHT PATTERN
    • COMPUTERTALK
    • C-ZENTRIX

第 13 章相鄰/相關市場

  • 簡介
  • 基於雲的聯絡中心市場

第14章附錄

簡介目錄
Product Code: TC 5534

The market size of contact center software is projected to grow from USD 41.9 billion in 2023 to USD 109.7 billion by 2028 at a CAGR of 21.2% during the forecast period. The growing demand for personalized and streamlined customer interactions drives the contact center software market's growth.

As per organization size, the SME segment holds the highest CAGR during the forecast period.

The contact center software market by organization size bifurcates into large enterprises and SMEs. The SME segment is estimated to grow at the highest CAGR during the forecast period. Due to budget constraints, SMEs rely on manual processes to manage their contact center software processes. However, the competitive market has encouraged SMEs to invest in contact center software solutions to achieve significant business efficiency. Due to limited budgets and staff, SMEs seek flexible, scalable, and cost-effective solutions. SMEs incorporate innovative contact center solutions to manage customer-agent interactions and workforce performance better based on global regulatory standards, thereby accelerating contact center agent and customer engagements and enhancing their experiences. SMEs are recognizing the value and importance of effective customer service and attention. They are investing in contact center software to improve customer interactions, enhance customer satisfaction, and gain a competitive edge.

As per vertical, consumer goods & retail vertical hold the highest CAGR during the forecast period.

The verticals studied in the report are Telecommunications, BFSI, IT & ITeS, Government & Public Sector, Retail & Consumer Goods, Energy & Utilities, Manufacturing, Healthcare & Life Sciences, and Other Verticals (media and entertainment, travel and hospitality, transportation and logistics, and education). During the forecast period, 2023-2028, the retail & consumer goods vertical segment holds the highest CAGR. The retail and consumer goods industry is customer-centric and looks forward to improving customer experiences and retention. In addition, IT budgets are enormous as they try to maintain a reputed brand image in terms of both employee and customer retention. Therefore, retailers increasingly implement advanced analytics practices to address significant business challenges and maximize benefits. Contact center solutions help retail businesses develop customer-centric market strategies to make quick decisions based on past buying behaviors, customer preferences, and real-time client interactions.

As per region, Europe holds the second-largest market share during the forecast period.

The contact center software market includes an analysis of five regions. Europe holds the second-largest market share in 2023 and will have similar dominance over the forecast period. Europe has diverse business needs, as several large retailers and manufacturing companies demand robust and scalable IT infrastructure solutions. The region has always been a challenging market for cloud providers due to the stringent regulations and security standards regarding user data privacy. Europe also has strict rules and regulations for data privacy and security, so various contact center software providers have improved their solutions to address companies' data localization needs and comply with consumer privacy regulations in the region. The European BFSI industry has focused on customer orientation with its offerings and economic value creation. Cloud-based contact center solutions are becoming popular in Europe as they offer several advantages over on-premises solutions, such as cost-effectiveness, scalability, and ease of use. Customers increasingly use multiple channels to contact businesses, such as phone, email, chat, and social media. Companies must be able to provide a seamless customer experience across all channels, which requires contact center software that supports omnichannel customer service.

The breakup of the profiles of the primary respondents is provided below:

  • By Company: Tier I: 35%, Tier II: 25%, and Tier III: 40%
  • By Designation: C-Level Executives: 25%, Director Level: 30%, and Others: 45%
  • By Region: North America: 42%, Asia Pacific: 25%, Europe: 18%, Rest of World: 15%

Note: Others include sales managers, marketing managers, and product managers

Note: The rest of the World consists of the Middle East & Africa, and Latin America

Note: Tier 1 companies have revenues of more than USD 100 million; tier 2 companies' revenue ranges from USD 10 million to USD 100 million; and tier 3 companies' revenue is less than 10 million

Source: Secondary Literature, Expert Interviews, and MarketsandMarkets Analysis

The key technology vendors in the market include NICE (Israel), IBM (US), Genesys (US), AWS (US), Five9 (US), Twilio (US), Mitel (Canada), Cisco (US), BT (UK), Verizon (US), Avaya (US), Vonage (US), 8x8 (US), Talkdesk (US), Alcatel Lucent Enterprise (France), Sinch (Sweden), Oracle (US), RingCentral (US), Lifesize (US), Content Guru (UK), Alvaria (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), West (US), NEC (Japan), ZTE (China), Vocalcom (France), Evolve IP (US), UJET (US), Amtelco (US), AVOXI (US), VCC Live (Hungary), Glia (US), Bright Pattern (US), ComputerTalk (Canada), and C-Zentrix (India).

Research coverage:

The market study covers the contact center software market across segments. The study aims to estimate the market size and the growth potential of the contact center software market across different market segments, including components (solutions, services), vertical, organization size, deployment mode, and region analysis. It includes an in-depth competitive intelligence analysis of the key players in the market, company profiles, observations related to products, services, business offerings, recent developments, and key market strategies.

Reasons to buy this report:

The report provides insights on the following pointers:

  • Analysis of key drivers (rising adoption of advanced contact center technologies, need for handling contact center attrition and absenteeism, role of social media in contact center operations, continuous transition to cloud-based contact centers, integration with CRM and Other Business Systems, growing demand for personalized and enhanced customer interactions), restraints (inadequate network bandwidth minimizes the adoption of VoIP and cloud-based telephony, high costs and long-term contracts associated with PRI phone services, impact of IVR frauds and cyber-attacks on business operations, implementation and Integration challenges), opportunities (growing demand for analyzing audio and video conversations, increasing demand for AI and Automation, dynamic customer demands for robust self-service interactions), and challenges (data privacy and security aspects, barriers to shifting contact centers to cloud environments, need for training and skill requirements) influencing the growth of the contact center software market
  • Product Development/Innovation: Detailed insights on the latest technologies in the contact center software market
  • Market Development: In-depth information about lucrative markets - the report analyses the contact center software market across various regions.
  • Market Diversification: Comprehensive information about new products & services, recent developments, untapped geographies, and investments in the contact center software market.
  • Competitive Assessment: Detailed assessment of market shares, growth strategies, and service offerings of leading players like NICE (Israel), IBM (US), Genesys (US), AWS (US), and Five9 (US), among others, in the contact center software market.

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 STUDY OBJECTIVES
  • 1.2 MARKET DEFINITION
    • 1.2.1 INCLUSIONS AND EXCLUSIONS
  • 1.3 MARKET SCOPE
    • 1.3.1 MARKET SEGMENTATION
    • 1.3.2 REGIONS COVERED
    • 1.3.3 YEARS CONSIDERED
    • 1.3.4 CURRENCY CONSIDERED
    • TABLE 1 USD EXCHANGE RATES, 2018-2022
  • 1.4 STAKEHOLDERS
  • 1.5 SUMMARY OF CHANGES
  • 1.6 IMPACT OF RECESSION

2 RESEARCH METHODOLOGY

  • 2.1 RESEARCH DATA
    • FIGURE 1 CONTACT CENTER SOFTWARE MARKET: RESEARCH DESIGN
    • 2.1.1 SECONDARY DATA
    • 2.1.2 PRIMARY DATA
      • 2.1.2.1 Breakup of primary profiles
    • FIGURE 2 BREAKUP OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION
      • 2.1.2.2 Key insights from industry experts
  • 2.2 DATA TRIANGULATION
    • FIGURE 3 CONTACT CENTER SOFTWARE MARKET: DATA TRIANGULATION
  • 2.3 MARKET SIZE ESTIMATION
    • FIGURE 4 CONTACT CENTER SOFTWARE MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
    • 2.3.1 TOP-DOWN APPROACH
    • 2.3.2 BOTTOM-UP APPROACH
    • FIGURE 5 CONTACT CENTER SOFTWARE MARKET: RESEARCH FLOW
    • 2.3.3 MARKET ESTIMATION APPROACHES
    • FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY - SUPPLY SIDE: ILLUSTRATION OF VENDOR REVENUE ESTIMATION
    • FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY: SUPPLY-SIDE ANALYSIS
    • FIGURE 8 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF CONTACT CENTER SOFTWARE VENDORS
    • FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY - DEMAND-SIDE APPROACH
  • 2.4 MARKET FORECAST
    • TABLE 2 FACTOR ANALYSIS
  • 2.5 RECESSION IMPACT ANALYSIS
    • TABLE 3 CONTACT CENTER SOFTWARE MARKET: RECESSION IMPACT ANALYSIS
  • 2.6 ASSUMPTIONS
    • TABLE 4 ASSUMPTIONS
  • 2.7 LIMITATIONS
    • FIGURE 10 LIMITATIONS

3 EXECUTIVE SUMMARY

    • TABLE 5 CONTACT CENTER SOFTWARE MARKET SIZE AND GROWTH, 2017-2022 (USD MILLION, Y-O-Y)
    • TABLE 6 CONTACT CENTER SOFTWARE MARKET SIZE AND GROWTH, 2023-2028 (USD MILLION, Y-O-Y)
    • FIGURE 11 GLOBAL CONTACT CENTER SOFTWARE MARKET TO WITNESS SIGNIFICANT GROWTH
    • FIGURE 12 NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SHARE IN 2023
    • FIGURE 13 FASTEST-GROWING SEGMENTS OF CONTACT CENTER SOFTWARE MARKET

4 PREMIUM INSIGHTS

  • 4.1 ATTRACTIVE OPPORTUNITIES FOR KEY PLAYERS IN CONTACT CENTER SOFTWARE MARKET
    • FIGURE 14 INCREASING INVESTMENTS IN CONTACT CENTER SOFTWARE TO ENHANCE CUSTOMER EXPERIENCES AND BOOST MARKET GROWTH
  • 4.2 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023 VS. 2028
    • FIGURE 15 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD
  • 4.3 CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023 VS. 2028
    • FIGURE 16 OMNICHANNEL ROUTING SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD
  • 4.4 CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023 VS. 2028
    • FIGURE 17 CONSULTING SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD
  • 4.5 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023 VS. 2028
    • FIGURE 18 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD
  • 4.6 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023 VS. 2028
    • FIGURE 19 CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD
  • 4.7 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023 VS. 2028
    • FIGURE 20 BFSI VERTICAL TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD
  • 4.8 CONTACT CENTER SOFTWARE MARKET: REGIONAL SCENARIO, 2023-2028
    • FIGURE 21 ASIA PACIFIC TO EMERGE AS BEST MARKET FOR INVESTMENTS IN NEXT FIVE YEARS

5 MARKET OVERVIEW AND INDUSTRY TRENDS

  • 5.1 INTRODUCTION
  • 5.2 MARKET DYNAMICS
    • FIGURE 22 CONTACT CENTER SOFTWARE MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
    • 5.2.1 DRIVERS
      • 5.2.1.1 Rising adoption of advanced contact center technologies
      • 5.2.1.2 Need to control contact center attrition and absenteeism
      • 5.2.1.3 Impact of social media on contact center operations
    • FIGURE 23 NUMBER OF PEOPLE USING SOCIAL MEDIA FOR BUSINESS
      • 5.2.1.4 Continuous transition to cloud-based contact centers
      • 5.2.1.5 Integration with CRM and other business systems
      • 5.2.1.6 Growing demand for personalized and streamlined interactions
    • FIGURE 24 MEDIUM USED TO MAKE HIGH-STAKE PURCHASES
    • 5.2.2 RESTRAINTS
      • 5.2.2.1 Inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony
      • 5.2.2.2 High costs and long-term contracts associated with PRI phone services
    • FIGURE 25 CONTACT CENTERS TO FACE CHALLENGES IN REDUCING FINANCIAL COSTS AND HIRING QUALIFIED AGENTS
      • 5.2.2.3 Impact of IVR fraud and cyberattacks on business operations
    • 5.2.3 OPPORTUNITIES
      • 5.2.3.1 Growing demand for analyzing audio and video conversations
      • 5.2.3.2 Growing demand for AI and automation
    • FIGURE 26 USE OF CHATBOTS FOR COMMON QUESTIONS
      • 5.2.3.3 Dynamic customer demand for robust self-service interactions
    • 5.2.4 CHALLENGES
      • 5.2.4.1 Data privacy and security aspects
      • 5.2.4.2 Barriers to moving contact centers to cloud environments
      • 5.2.4.3 Lack of trained and skilled workforce
      • 5.2.4.4 Implementation and integration challenges
  • 5.3 CASE STUDY ANALYSIS
    • 5.3.1 CASE STUDY 1: ECSI IMPROVED TELEPHONIC INTERACTION SPEED AND REDUCED CHAT HANDLING TIME WITH NICE'S SOLUTION
    • 5.3.2 CASE STUDY 2: 8X8 VIRTUAL CONTACT CENTER HELPED BAILEY INTERNATIONAL REDUCE CALL ANSWER TIMES AND ABANDONMENT RATES
    • 5.3.3 CASE STUDY 3: GENESYS HELPED TECHSTYLE FASHION GROUP ENHANCE VISIBILITY AND EXPERIENCE
    • 5.3.4 CASE STUDY 4: FIVE9 HELPED TELADOC INCREASE UPTIME, IMPROVE CUSTOMER SATISFACTION, AND PREVENT OUTAGES
    • 5.3.5 CASE STUDY 5: KANTAR STREAMLINED GLOBAL MARKET RESEARCH CENTERS WITH SYTEL'S MULTI-TENANT CCAAS PLATFORM
    • 5.3.6 CASE STUDY 6: ORANGE OPTIMIZED MESSAGE HANDLING AND ENHANCED CUSTOMER RELATIONS WITH RINGCENTRAL'S SOLUTION
    • 5.3.7 CASE STUDY 7: TALKDESK OFFERED REAL-TIME REPORTS AND INTEGRATIONS WITH BUSINESS TOOLS TO IMPROVE ACXIOM'S CUSTOMER EXPERIENCES
    • 5.3.8 CASE STUDY 8: ATOS HELPED MUNICIPALITY OF MAASTRICHT IMPROVE RESPONSIVENESS OF CALLS
    • 5.3.9 CASE STUDY 9: TWILIO'S SOLUTION HELPED HULU IMPROVE CUSTOMER EXPERIENCE
    • 5.3.10 CASE STUDY 10: AVAYA CONTACT CENTER SELECT HELPED GTECH OFFER MINUTE STATISTICS
  • 5.4 SUPPLY CHAIN ANALYSIS
    • FIGURE 27 CONTACT CENTER SOFTWARE MARKET: SUPPLY CHAIN ANALYSIS
  • 5.5 ECOSYSTEM/MARKET MAP
    • FIGURE 28 CONTACT CENTER SOFTWARE MARKET: ECOSYSTEM/MARKET MAP
  • 5.6 TECHNOLOGY ANALYSIS
    • 5.6.1 ADVANCED ANALYTICS
      • 5.6.1.1 Data analytics
      • 5.6.1.2 Speech analytics
      • 5.6.1.3 Sentiment analytics
    • 5.6.2 ARTIFICIAL INTELLIGENCE
      • 5.6.2.1 ML
      • 5.6.2.2 NLP
  • 5.7 PRICING ANALYSIS
    • TABLE 7 CONTACT CENTER SOFTWARE MARKET: PRICING ANALYSIS
  • 5.8 PATENT ANALYSIS
    • FIGURE 29 NUMBER OF PATENTS PUBLISHED, 2012-2022
    • FIGURE 30 TOP FIVE PATENT OWNERS (GLOBAL)
    • TABLE 8 TOP TEN PATENT APPLICANTS (US)
    • TABLE 9 CONTACT CENTER SOFTWARE MARKET: PATENT ANALYSIS
  • 5.9 PORTER'S FIVE FORCES ANALYSIS
    • FIGURE 31 CONTACT CENTER SOFTWARE MARKET: PORTER'S FIVE FORCES ANALYSIS
    • TABLE 10 CONTACT CENTER SOFTWARE MARKET: PORTER'S FIVE FORCES ANALYSIS
    • 5.9.1 THREAT OF NEW ENTRANTS
    • 5.9.2 THREAT OF SUBSTITUTES
    • 5.9.3 BARGAINING POWER OF SUPPLIERS
    • 5.9.4 BARGAINING POWER OF BUYERS
    • 5.9.5 INTENSITY OF COMPETITIVE RIVALRY
  • 5.10 TARIFFS AND REGULATORY LANDSCAPE
    • 5.10.1 NORTH AMERICA
    • 5.10.2 EUROPE
    • 5.10.3 ASIA PACIFIC
    • 5.10.4 MIDDLE EAST AND SOUTH AFRICA
    • 5.10.5 LATIN AMERICA
  • 5.11 KEY CONFERENCES AND EVENTS, 2023-2024
    • TABLE 11 CONTACT CENTER SOFTWARE MARKET: KEY CONFERENCES AND EVENTS, 2023-2024
  • 5.12 TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS' BUSINESSES
    • FIGURE 32 CONTACT CENTER SOFTWARE MARKET: TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS' BUSINESSES
  • 5.13 KEY STAKEHOLDERS & BUYING CRITERIA
    • 5.13.1 KEY STAKEHOLDERS IN BUYING PROCESS
    • FIGURE 33 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR END USERS
    • TABLE 12 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR END USERS
    • 5.13.2 BUYING CRITERIA
    • FIGURE 34 KEY BUYING CRITERIA FOR END USERS
    • TABLE 13 KEY BUYING CRITERIA FOR END USERS
  • 5.14 BUSINESS MODEL ANALYSIS
    • FIGURE 35 CONTACT CENTER SOFTWARE MARKET: BUSINESS MODEL ANALYSIS
    • 5.14.1 ON-PREMISES BUSINESS MODEL
    • 5.14.2 HOSTED BUSINESS MODEL
    • 5.14.3 CLOUD-BASED BUSINESS MODEL

6 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT

  • 6.1 INTRODUCTION
    • FIGURE 36 SOLUTIONS SEGMENT TO HOLD LARGER MARKET SIZE DURING FORECAST PERIOD
    • TABLE 14 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 15 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
  • 6.2 SOLUTIONS
    • 6.2.1 GROWING DEMAND FOR OMNICHANNEL CUSTOMER SERVICE AND INCREASING REGULATORY REQUIREMENTS TO DRIVE MARKET
    • 6.2.2 SOLUTIONS: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • TABLE 16 CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017-2022 (USD MILLION)
    • TABLE 17 CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023-2028 (USD MILLION)
    • TABLE 18 SOLUTIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 19 SOLUTIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
    • 6.2.3 OMNICHANNEL ROUTING
      • 6.2.3.1 Omnichannel routing to help calls and assign tasks to agents based on their expertise and experience
      • 6.2.3.2 Digital channels
      • 6.2.3.3 Intelligent routing
      • 6.2.3.4 Interactive Voice Response (IVR)
      • 6.2.3.5 Automatic Call Distributors (ACD)
      • 6.2.3.6 Dialers
      • 6.2.3.7 Virtual agents
    • TABLE 20 OMNICHANNEL ROUTING: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 21 OMNICHANNEL ROUTING: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
    • 6.2.4 WORKFORCE ENGAGEMENT MANAGEMENT
      • 6.2.4.1 Workforce engagement to include faster resolution, improve agent productivity, and increase customer retention
      • 6.2.4.2 Workforce optimization
      • 6.2.4.3 Call recording and quality management
      • 6.2.4.4 Gamification
    • TABLE 22 WORKFORCE ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 23 WORKFORCE ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
    • 6.2.5 REPORTING AND ANALYTICS
      • 6.2.5.1 Reporting and analytics to identify trends, model data, and predict outcomes related to KPIs and SLAs
      • 6.2.5.2 Historical and customized reports
      • 6.2.5.3 Speech and text analytics
      • 6.2.5.4 Real-time analytics and dashboard
    • TABLE 24 REPORTING AND ANALYTICS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 25 REPORTING AND ANALYTICS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
    • 6.2.6 CUSTOMER ENGAGEMENT MANAGEMENT
      • 6.2.6.1 Customer engagement management to identify customer preferences and develop business strategies
      • 6.2.6.2 IVR and advanced chat
      • 6.2.6.3 Self-service automation
      • 6.2.6.4 Customer surveys
    • TABLE 26 CUSTOMER ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 27 CUSTOMER ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
    • 6.2.7 OTHER SOLUTIONS
    • TABLE 28 OTHER SOLUTIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 29 OTHER SOLUTIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 6.3 SERVICES
    • 6.3.1 NEED TO IMPROVE OPERATIONAL EFFICIENCY AND INCREASE AGILITY OF CONTACT CENTER SOLUTIONS TO DRIVE MARKET
    • 6.3.2 SERVICES: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • TABLE 30 CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017-2022 (USD MILLION)
    • TABLE 31 CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023-2028 (USD MILLION)
    • TABLE 32 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 33 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
    • 6.3.3 CONSULTING
      • 6.3.3.1 Consulting services to ensure smooth implementation and integration of solutions
    • TABLE 34 CONSULTING: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 35 CONSULTING: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
    • 6.3.4 IMPLEMENTATION & INTEGRATION
      • 6.3.4.1 Implementation & integration services to provide hassle-free and accurate integration and deployment of solutions
    • TABLE 36 IMPLEMENTATION & INTEGRATION: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 37 IMPLEMENTATION & INTEGRATION: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
    • 6.3.5 TRAINING, SUPPORT & MAINTENANCE
      • 6.3.5.1 Training, support & maintenance services to ensure smooth operation and identification of issues
    • TABLE 38 TRAINING, SUPPORT & MAINTENANCE: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 39 TRAINING, SUPPORT & MAINTENANCE: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)

7 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE

  • 7.1 INTRODUCTION
    • FIGURE 37 CLOUD DEPLOYMENT MODE TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
    • 7.1.1 DEPLOYMENT MODES: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • TABLE 40 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 41 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
  • 7.2 ON-PREMISES
    • 7.2.1 ON-PREMISES DEPLOYMENT TO ENABLE ORGANIZATIONS TO CUSTOMIZE CONTACT CENTER SOLUTIONS TO THEIR SPECIFIC NEEDS
    • TABLE 42 ON-PREMISES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 43 ON-PREMISES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 7.3 CLOUD
    • 7.3.1 CLOUD DEPLOYMENT TO OFFER COST EFFICIENCY, SCALABILITY, ACCESSIBILITY, AND REDUCED INFRASTRUCTURE MANAGEMENT
    • TABLE 44 CLOUD: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 45 CLOUD: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)

8 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE

  • 8.1 INTRODUCTION
    • FIGURE 38 SMES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
    • 8.1.1 ORGANIZATION SIZES: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • TABLE 46 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 47 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
  • 8.2 LARGE ENTERPRISES
    • 8.2.1 NEED FOR ADVANCED FEATURES, SCALABILITY, AND CUSTOMIZATION OPTIONS TO DRIVE DEMAND FOR CONTACT CENTER SOFTWARE
    • TABLE 48 LARGE ENTERPRISES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 49 LARGE ENTERPRISES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 8.3 SMALL AND MEDIUM-SIZED ENTERPRISES (SMES)
    • 8.3.1 COST-EFFECTIVENESS AND AFFORDABILITY OF CLOUD-BASED CONTACT CENTER SOFTWARE TO DRIVE ITS DEMAND IN SMES
    • TABLE 50 SMES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 51 SMES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)

9 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL

  • 9.1 INTRODUCTION
    • FIGURE 39 BFSI VERTICAL TO ACCOUNT FOR LARGEST MARKET SIZE DURING FORECAST PERIOD
    • 9.1.1 VERTICALS: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • TABLE 52 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
    • TABLE 53 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
  • 9.2 BFSI
    • 9.2.1 NEED TO ENGAGE WITH CUSTOMERS AND PROVIDE SEAMLESS EXPERIENCES TO DRIVE DEMAND FOR CONTACT CENTER SOFTWARE
    • TABLE 54 BFSI: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 55 BFSI: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 9.3 TELECOMMUNICATIONS
    • 9.3.1 NEED FOR COMPREHENSIVE ANALYTICS AND REPORTING TOOLS TO BOOST DEMAND FOR CONTACT CENTER SOFTWARE
    • TABLE 56 TELECOMMUNICATIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 57 TELECOMMUNICATIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 9.4 HEALTHCARE & LIFE SCIENCES
    • 9.4.1 NEED TO MANAGE APPOINTMENT SCHEDULING, ENSURE PATIENT ADHERENCE TO TREATMENT PLANS, AND STREAMLINE APPOINTMENT PROCESSES TO DRIVE MARKET
    • TABLE 58 HEALTHCARE & LIFE SCIENCES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 59 HEALTHCARE & LIFE SCIENCES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 9.5 IT & ITES
    • 9.5.1 NEED FOR MULTICHANNEL CUSTOMER ENGAGEMENT, ACCESS CUSTOMER INFORMATION, TRACK INTERACTIONS, AND MANAGE TICKETS TO PROPEL MARKET
    • TABLE 60 IT & ITES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 61 IT & ITES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 9.6 MANUFACTURING
    • 9.6.1 NEED TO MANAGE ORDER INQUIRIES, TRACK SHIPMENTS, AND PROVIDE STATUS UPDATES TO FUEL DEMAND FOR CONTACT CENTER SOFTWARE
    • TABLE 62 MANUFACTURING: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 63 MANUFACTURING: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 9.7 RETAIL & CONSUMER GOODS
    • 9.7.1 NEED FOR FASTER DECISION-MAKING, CUSTOMER-CENTRIC MARKET STRATEGIES, AND BUSINESS OPERATIONS TO DRIVE MARKET
    • TABLE 64 RETAIL & CONSUMER GOODS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 65 RETAIL & CONSUMER GOODS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 9.8 GOVERNMENT & PUBLIC SECTOR
    • 9.8.1 NEED FOR EFFECTIVE COMMUNICATION, PROGRESS TRACKING, AND TIMELY ISSUE RESOLUTION TO DRIVE MARKET
    • TABLE 66 GOVERNMENT & PUBLIC SECTOR: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 67 GOVERNMENT & PUBLIC SECTOR: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 9.9 ENERGY & UTILITIES
    • 9.9.1 EFFICIENTLY HANDLING CUSTOMER INQUIRIES, SERVICE REQUESTS, BILLING INQUIRIES, AND OUTAGE REPORTS TO DRIVE MARKET
    • TABLE 68 ENERGY & UTILITIES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 69 ENERGY & UTILITIES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 9.10 OTHER VERTICALS
    • TABLE 70 OTHER VERTICALS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 71 OTHER VERTICALS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)

10 CONTACT CENTER SOFTWARE MARKET, BY REGION

  • 10.1 INTRODUCTION
    • FIGURE 40 NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SIZE DURING FORECAST PERIOD
    • TABLE 72 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 73 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 10.2 NORTH AMERICA
    • 10.2.1 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • 10.2.2 NORTH AMERICA: RECESSION IMPACT
    • 10.2.3 NORTH AMERICA: REGULATORY LANDSCAPE
      • 10.2.3.1 US Securities and Exchange Commission (SEC)
      • 10.2.3.2 International Organization for Standardization (ISO) 27001
      • 10.2.3.3 California Consumer Privacy Act (CCPA)
      • 10.2.3.4 Health Insurance Portability and Accountability Act (HIPAA) of 1996
      • 10.2.3.5 Sarbanes-Oxley (SOX) Act of 2002
    • FIGURE 41 NORTH AMERICA: MARKET SNAPSHOT
    • TABLE 74 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 75 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 76 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017-2022 (USD MILLION)
    • TABLE 77 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023-2028 (USD MILLION)
    • TABLE 78 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017-2022 (USD MILLION)
    • TABLE 79 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023-2028 (USD MILLION)
    • TABLE 80 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 81 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 82 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 83 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • TABLE 84 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
    • TABLE 85 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
    • TABLE 86 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2017-2022 (USD MILLION)
    • TABLE 87 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2023-2028 (USD MILLION)
    • 10.2.4 US
      • 10.2.4.1 Advanced IT infrastructure, presence of numerous organizations, and availability of technical skills to drive market
    • TABLE 88 US: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 89 US: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 90 US: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 91 US: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 92 US: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 93 US: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.2.5 CANADA
      • 10.2.5.1 Presence of knowledgeable and skilled workforce, increased digitalization, and rise in workload to drive market
    • TABLE 94 CANADA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 95 CANADA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 96 CANADA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 97 CANADA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 98 CANADA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 99 CANADA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
  • 10.3 EUROPE
    • 10.3.1 EUROPE: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • 10.3.2 EUROPE: RECESSION IMPACT
    • 10.3.3 EUROPE: REGULATORY LANDSCAPE
      • 10.3.3.1 General Data Protection Regulation (GDPR)
      • 10.3.3.2 European Cybersecurity Act
    • TABLE 100 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 101 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 102 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017-2022 (USD MILLION)
    • TABLE 103 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023-2028 (USD MILLION)
    • TABLE 104 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017-2022 (USD MILLION)
    • TABLE 105 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023-2028 (USD MILLION)
    • TABLE 106 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 107 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 108 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 109 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • TABLE 110 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
    • TABLE 111 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
    • TABLE 112 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2017-2022 (USD MILLION)
    • TABLE 113 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2023-2028 (USD MILLION)
    • 10.3.4 UK
      • 10.3.4.1 Increasing digitalization and rising demand for mobile devices and cloud services to boost demand for contact center software
    • TABLE 114 UK: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 115 UK: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 116 UK: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 117 UK: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.3.5 GERMANY
      • 10.3.5.1 Government initiatives for technology adoption and growing popularity of WFO to drive market
    • TABLE 118 GERMANY: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 119 GERMANY: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 120 GERMANY: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 121 GERMANY: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.3.6 FRANCE
      • 10.3.6.1 Need for exceptional customer experiences, digital transformation, and leveraging data insights to propel market
    • TABLE 122 FRANCE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 123 FRANCE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 124 FRANCE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 125 FRANCE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.3.7 BELGIUM
      • 10.3.7.1 Need to break out of legacy infrastructure to develop agile approach and presence of robust contact center industry to drive market
    • TABLE 126 BELGIUM: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 127 BELGIUM: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 128 BELGIUM: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 129 BELGIUM: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.3.8 REST OF EUROPE
    • TABLE 130 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 131 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 132 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 133 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
  • 10.4 ASIA PACIFIC
    • 10.4.1 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • 10.4.2 ASIA PACIFIC: RECESSION IMPACT
    • 10.4.3 ASIA PACIFIC: REGULATORY LANDSCAPE
      • 10.4.3.1 Personal Data Protection Act (PDPA)
      • 10.4.3.2 Singapore Standard (SS) 564
      • 10.4.3.3 Internet Data Center (IDC) in China
    • FIGURE 42 ASIA PACIFIC: REGIONAL SNAPSHOT
    • TABLE 134 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 135 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 136 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017-2022 (USD MILLION)
    • TABLE 137 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023-2028 (USD MILLION)
    • TABLE 138 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017-2022 (USD MILLION)
    • TABLE 139 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023-2028 (USD MILLION)
    • TABLE 140 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 141 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 142 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 143 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • TABLE 144 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
    • TABLE 145 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
    • TABLE 146 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2017-2022 (USD MILLION)
    • TABLE 147 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2023-2028 (USD MILLION)
    • 10.4.4 CHINA
      • 10.4.4.1 Growing concern for data privacy and security and increasing focus on customer experience to propel market
    • TABLE 148 CHINA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 149 CHINA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 150 CHINA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 151 CHINA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.4.5 JAPAN
      • 10.4.5.1 Presence of major vendors, need to move to cloud-based B2B services, and business-friendly regulations to drive market
    • TABLE 152 JAPAN: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 153 JAPAN: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 154 JAPAN: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 155 JAPAN: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.4.6 AUSTRALIA & NEW ZEALAND (ANZ)
      • 10.4.6.1 Customer experience, strong service-oriented sectors, and high level of technology adoption to drive market
    • TABLE 156 AUSTRALIA & NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 157 AUSTRALIA & NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 158 AUSTRALIA & NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 159 AUSTRALIA & NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.4.7 REST OF ASIA PACIFIC
    • TABLE 160 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 161 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 162 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 163 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
  • 10.5 MIDDLE EAST & AFRICA
    • 10.5.1 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • 10.5.2 MIDDLE EAST & AFRICA: RECESSION IMPACT
    • 10.5.3 MIDDLE EAST & AFRICA: REGULATORY LANDSCAPE
      • 10.5.3.1 Personal Data Protection Law (PDPL)
      • 10.5.3.2 Cloud Computing Regulatory Framework
    • TABLE 164 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 165 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 166 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017-2022 (USD MILLION)
    • TABLE 167 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023-2028 (USD MILLION)
    • TABLE 168 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017-2022 (USD MILLION)
    • TABLE 169 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023-2028 (USD MILLION)
    • TABLE 170 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 171 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 172 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 173 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • TABLE 174 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
    • TABLE 175 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
    • TABLE 176 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2017-2022 (USD MILLION)
    • TABLE 177 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2023-2028 (USD MILLION)
    • 10.5.4 KSA
      • 10.5.4.1 Initiatives such as Vision 2030 and the National Transformation Program to drive market
    • TABLE 178 KSA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 179 KSA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 180 KSA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 181 KSA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.5.5 UAE
      • 10.5.5.1 Rising need for omnichannel communication and workforce management to fuel demand for contact center software
    • TABLE 182 UAE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 183 UAE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 184 UAE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 185 UAE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.5.6 REST OF MIDDLE EAST & AFRICA
    • TABLE 186 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 187 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 188 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 189 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
  • 10.6 LATIN AMERICA
    • 10.6.1 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • 10.6.2 LATIN AMERICA: RECESSION IMPACT
    • 10.6.3 LATIN AMERICA: REGULATORY LANDSCAPE
      • 10.6.3.1 FEDERAL LAW ON PROTECTION OF PERSONAL DATA HELD BY INDIVIDUALS
    • TABLE 190 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 191 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 192 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017-2022 (USD MILLION)
    • TABLE 193 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023-2028 (USD MILLION)
    • TABLE 194 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017-2022 (USD MILLION)
    • TABLE 195 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023-2028 (USD MILLION)
    • TABLE 196 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 197 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 198 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 199 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • TABLE 200 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
    • TABLE 201 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
    • TABLE 202 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2017-2022 (USD MILLION)
    • TABLE 203 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2023-2028 (USD MILLION)
    • 10.6.4 BRAZIL
      • 10.6.4.1 Shift toward cloud-based contact center solutions for flexibility and cost-effectiveness to accelerate market
    • TABLE 204 BRAZIL: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 205 BRAZIL: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 206 BRAZIL: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 207 BRAZIL: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.6.5 MEXICO
      • 10.6.5.1 Government initiatives to attract foreign investment, digital advancement, and technical expertise to drive market
    • TABLE 208 MEXICO: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 209 MEXICO: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 210 MEXICO: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 211 MEXICO: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.6.6 REST OF LATIN AMERICA
    • TABLE 212 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 213 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 214 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 215 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)

11 COMPETITIVE LANDSCAPE

  • 11.1 OVERVIEW
  • 11.2 STRATEGIES ADOPTED BY KEY PLAYERS
  • 11.3 HISTORICAL REVENUE ANALYSIS
    • FIGURE 43 HISTORICAL FIVE-YEAR SEGMENTAL REVENUE ANALYSIS OF KEY CONTACT CENTER SOFTWARE PROVIDERS
  • 11.4 MARKET SHARE ANALYSIS
    • FIGURE 44 MARKET SHARE ANALYSIS
    • TABLE 216 CONTACT CENTER SOFTWARE MARKET: DEGREE OF COMPETITION
  • 11.5 MARKET RANKING OF KEY PLAYERS
    • FIGURE 45 MARKET RANKING OF KEY CONTACT CENTER SOFTWARE PLAYERS, 2023
  • 11.6 GLOBAL SNAPSHOT OF KEY MARKET PARTICIPANTS
    • FIGURE 46 CONTACT CENTER SOFTWARE MARKET: GLOBAL SNAPSHOT OF KEY MARKET PARTICIPANTS, 2023
  • 11.7 COMPETITIVE BENCHMARKING FOR KEY PLAYERS
    • 11.7.1 EVALUATION CRITERIA FOR KEY COMPANIES
    • TABLE 217 COMPANY REGIONAL FOOTPRINT
    • TABLE 218 COMPANY COMPONENT FOOTPRINT
    • TABLE 219 COMPANY VERTICAL FOOTPRINT
  • 11.8 EVALUATION MATRIX FOR KEY PLAYERS, 2023
    • 11.8.1 DEFINITIONS AND METHODOLOGY
    • FIGURE 47 EVALUATION MATRIX FOR KEY PLAYERS: CRITERIA WEIGHTAGE
    • FIGURE 48 EVALUATION MATRIX FOR KEY PLAYERS, 2023
    • 11.8.2 STARS
    • 11.8.3 EMERGING LEADERS
    • 11.8.4 PERVASIVE PLAYERS
    • 11.8.5 PARTICIPANTS
  • 11.9 EVALUATION MATRIX FOR STARTUPS/SMES, 2023
    • 11.9.1 DEFINITIONS AND METHODOLOGY
    • FIGURE 49 EVALUATION MATRIX FOR SMES/STARTUPS: CRITERIA WEIGHTAGE
    • FIGURE 50 EVALUATION MATRIX FOR STARTUPS/SMES, 2023
    • 11.9.2 PROGRESSIVE COMPANIES
    • 11.9.3 RESPONSIVE COMPANIES
    • 11.9.4 DYNAMIC COMPANIES
    • 11.9.5 STARTING BLOCKS
  • 11.10 COMPETITIVE BENCHMARKING FOR STARTUPS/SMES
    • 11.10.1 EVALUATION CRITERIA FOR STARTUPS/SMES
    • TABLE 220 DETAILED LIST OF KEY STARTUPS/SMES
    • TABLE 221 COMPANY REGIONAL FOOTPRINT
    • TABLE 222 COMPANY COMPONENT FOOTPRINT
    • TABLE 223 COMPANY VERTICAL FOOTPRINT
  • 11.11 VALUATION AND FINANCIAL METRICS OF CONTACT CENTER SOFTWARE VENDORS
    • FIGURE 51 COMPANY FINANCIAL METRICS
  • 11.12 COMPETITIVE SCENARIO
    • 11.12.1 PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 224 CONTACT CENTER SOFTWARE MARKET: PRODUCT LAUNCHES AND ENHANCEMENTS
    • 11.12.2 DEALS
    • TABLE 225 CONTACT CENTER SOFTWARE MARKET: DEALS

12 COMPANY PROFILES

  • 12.1 INTRODUCTION
  • 12.2 MAJOR PLAYERS
  • (Business overview, Products/Solutions/Services offered, Recent developments, MnM view, Right to win, Strategic choices, and Weaknesses and competitive threats)**
    • 12.2.1 GENESYS
    • TABLE 226 GENESYS: COMPANY OVERVIEW
    • TABLE 227 GENESYS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 228 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 229 GENESYS: DEALS
    • 12.2.2 NICE
    • TABLE 230 NICE: COMPANY OVERVIEW
    • FIGURE 52 NICE: COMPANY SNAPSHOT
    • TABLE 231 NICE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 232 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 233 NICE: DEALS
    • 12.2.3 IBM
    • TABLE 234 IBM: COMPANY OVERVIEW
    • FIGURE 53 IBM: COMPANY SNAPSHOT
    • TABLE 235 IBM: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • 12.2.4 AWS
    • TABLE 236 AWS: COMPANY OVERVIEW
    • FIGURE 54 AWS: COMPANY SNAPSHOT
    • TABLE 237 AWS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 238 AWS: PRODUCT LAUNCHES & ENHANCEMENTS
    • TABLE 239 AWS: DEALS
    • 12.2.5 FIVE9
    • TABLE 240 FIVE9: COMPANY OVERVIEW
    • FIGURE 55 FIVE9: COMPANY SNAPSHOT
    • TABLE 241 FIVE9: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 242 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 243 FIVE9: DEALS
    • 12.2.6 TWILIO
    • TABLE 244 TWILIO: COMPANY OVERVIEW
    • FIGURE 56 TWILIO: COMPANY SNAPSHOT
    • TABLE 245 TWILIO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 246 TWILIO: PRODUCT LAUNCHES & ENHANCEMENTS
    • TABLE 247 TWILIO: DEALS
    • 12.2.7 MITEL
    • TABLE 248 MITEL: COMPANY OVERVIEW
    • TABLE 249 MITEL: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 250 MITEL: PRODUCT LAUNCHES & ENHANCEMENTS
    • TABLE 251 MITEL: DEALS
    • 12.2.8 CISCO
    • TABLE 252 CISCO: COMPANY OVERVIEW
    • FIGURE 57 CISCO: COMPANY SNAPSHOT
    • TABLE 253 CISCO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 254 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 255 CISCO: DEALS
    • 12.2.9 BT GROUP
    • TABLE 256 BT GROUP: COMPANY OVERVIEW
    • FIGURE 58 BT GROUP: COMPANY SNAPSHOT
    • TABLE 257 BT GROUP: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 258 BT GROUP: DEALS
    • 12.2.10 VERIZON
    • TABLE 259 VERIZON: COMPANY OVERVIEW
    • FIGURE 59 VERIZON: COMPANY SNAPSHOT
    • TABLE 260 VERIZON: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 261 VERIZON: PRODUCT LAUNCHES AND ENHANCEMENTS
    • 12.2.11 AVAYA
    • TABLE 262 AVAYA: COMPANY OVERVIEW
    • TABLE 263 AVAYA: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 264 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 265 AVAYA: DEALS
    • 12.2.12 VONAGE
    • TABLE 266 VONAGE: COMPANY OVERVIEW
    • TABLE 267 VONAGE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 268 VONAGE: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 269 VONAGE: DEALS
    • 12.2.13 8X8
    • TABLE 270 8X8: COMPANY OVERVIEW
    • FIGURE 60 8X8: COMPANY SNAPSHOT
    • TABLE 271 8X8: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 272 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 273 8X8: DEALS
    • 12.2.14 TALKDESK
    • TABLE 274 TALKDESK: COMPANY OVERVIEW
    • TABLE 275 TALKDESK: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 276 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 277 TALKDESK: DEALS
  • 12.3 OTHER PLAYERS
    • 12.3.1 ALCATEL-LUCENT ENTERPRISE
    • 12.3.2 SINCH
    • 12.3.3 ORACLE
    • 12.3.4 RINGCENTRAL
    • 12.3.5 LIFESIZE
    • 12.3.6 CONTENT GURU
    • 12.3.7 ALVARIA
    • 12.3.8 ENGHOUSE INTERACTIVE
    • 12.3.9 3CLOGIC INC
    • 12.3.10 AMEYO
    • 12.3.11 NEC CORPORATION
    • 12.3.12 WEST TECHNOLOGY GROUP
    • 12.3.13 ZTE CORPORATION
  • 12.4 STARTUPS/SMES
    • 12.4.1 VOCALCOM
    • 12.4.2 EVOLVE IP
    • 12.4.3 UJET
    • 12.4.4 AMTELCO
    • 12.4.5 AVOXI
    • 12.4.6 VCC LIVE
    • 12.4.7 GLIA TECHNOLOGIES
    • 12.4.8 BRIGHT PATTERN
    • 12.4.9 COMPUTERTALK
    • 12.4.10 C-ZENTRIX
  • *Details on Business overview, Products/Solutions/Services offered, Recent developments, MnM view, Right to win, Strategic choices, and Weaknesses and competitive threats might not be captured in case of unlisted companies.

13 ADJACENT/RELATED MARKETS

  • 13.1 INTRODUCTION
    • 13.1.1 RELATED MARKETS
    • 13.1.2 LIMITATIONS
  • 13.2 CLOUD-BASED CONTACT CENTER MARKET
    • TABLE 278 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 279 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 280 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 281 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 282 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 283 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
    • TABLE 284 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 285 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
    • TABLE 286 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 287 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 288 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 289 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 290 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 291 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION)

14 APPENDIX

  • 14.1 DISCUSSION GUIDE
  • 14.2 KNOWLEDGESTORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 14.3 CUSTOMIZATION OPTIONS
  • 14.4 RELATED REPORTS
  • 14.5 AUTHOR DETAILS