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聯絡中心軟體市場 - 2018-2028 年全球產業規模、佔有率、趨勢、機會和預測，按解決方案、服務、部署、企業規模、產業、地區和競爭細分

Contact Center Software Market - Global Industry Size, Share, Trends, Opportunity, and Forecast, 2018-2028F Segmented By Solution, By Service, By Deployment, By Enterprise Size, By Industry, By Region and Competition
出版日期: | 出版商: TechSci Research | 英文 172 Pages | 商品交期: 2-3個工作天內

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簡介目錄

由於企業擴大採用全通路客戶來滿足不斷成長的業務需求，預計全球聯絡中心軟體市場將在預測期內激增。使用基於雲端的聯絡中心解決方案可以提高業務連續性，是市場擴張的重要因素。此外，人工智慧和機器學習也被用來自動化聯絡中心的任務，例如路由呼叫、回答問題和解決問題。此外，由於全球聯絡中心軟體市場的成長，企業正在採用聯絡中心軟體來降低功耗並製造速度更快的電腦。

雲端技術的日益普及正在推動全球聯絡中心軟體市場的發展

市場概況
預測期 2024-2028
2022 年市場規模 431億美元
2028 年市場規模 1208.6億美元
2023-2028 年年複合成長率 18.87%
成長最快的細分市場 衛生保健
最大的市場 北美洲

由於人們對基於網際網路的服務的接受度不斷提高，許多企業擴大使用基於雲端的軟體。基於雲端的解決方案具有很強的適應性，代表可以即時存取客戶訊息，並跨管道和地點與他們進行溝通。此外，該軟體消除了代理或代表全天候在辦公室的要求。此外，該軟體的主要賣點是可靠性和安全性，可供企業採用。此外，中小型企業已採用雲端技術，因為實施、維護和升級的成本較低，而大型企業則繼續使用雲端解決方案，因為其營運效率高且易於整合到現有系統中。此外，已經在使用雲端技術的企業打算增加其雲端預算。與傳統的本地選項相比，基於雲端的聯絡中心軟體通常可以提供更好的價值。因為企業不需要購買和維護自己的軟體和硬體，並且可以根據需要自由增加或減少聯絡中心的規模，而不會產生額外的成本。基於雲端的軟體可以讓企業輕鬆整合人工智慧、機器學習和其他全通路解決方案以及所使用的各種分析工具。企業將因此有機會進行長期投資。因此，由於所有這些因素，對聯絡中心軟體的需求預計在預測期內將大幅成長。因此，雲端的日益普及預計將在預測期內推動全球聯絡中心軟體市場的成長。

對自動化客戶服務不斷成長的需求正在促進聯絡中心軟體的成長

對自動化客戶服務的需求不斷成長是推動聯絡中心軟體市場成長的關鍵因素之一。企業擴大尋求自動化客戶服務營運，以提高效率、降低成本並提供更好的客戶體驗。自動化客戶服務可以幫助企業提高客戶服務營運的效率，讓客服人員專注於更複雜的問題。為了為企業創造長期價值，負責客戶服務的主管需要與客戶保持更緊密的聯繫。此外，企業如果想確保品牌忠誠度，就必須專注於保留現有受眾。流程中的自動化可以透過減少解決問題所需的時間，為客戶提供 24/7 全天候支持，有助於改善客戶體驗。因此，企業正在整合自動化客戶服務，以減少回答典型客戶詢問所花費的時間，並利用這些時間來解決更複雜的問題以及與新客戶的互動。例如，對人工智慧 (AI) 支援的聊天機器人和社群媒體管理系統快速解決客戶問題的需求不斷增加。聊天機器人可用於回答常見問題，自助服務入口網站可用於讓客戶解決自己的問題，而無需與現場客服人員交談。此外，由於機器學習和人工智慧 (AI)，聯絡中心透過自動通訊進行的互動將比透過人工座席進行的互動更多。這反過來又提高了對自動化客戶服務的需求，從而促進了預測期內全球聯絡中心軟體市場的成長。

全通路客戶服務的興起使聯絡中心軟體成為可能

客戶滿意度對於零售商保持永續性和獲利能力至關重要。亞馬遜、星巴克、家得寶等企業使用聯絡中心軟體來提供無縫的全通路客戶體驗。客戶可以透過多種管道聯繫企業，包括電話、電子郵件、聊天和社群媒體。由於數位化程度的提高，零售業正在進入一個新時代，這對商業策略產生了重大而有益的影響。零售商的目標是讓顧客購物變得輕鬆、順利、愉快和放鬆。全通路零售是零售業的顛覆性數位創新之一。與競爭對手相比，使用全通路聯絡中心解決方案的企業擁有更高的客戶保留率。此外，數位管道和新興通訊技術的擴展使得全通路客戶支援在業務中得以整合。

透過提供所有互動的單一視圖，全通路聯絡中心軟體使座席能夠更輕鬆地回應來自各種管道的客戶的詢問。就每位客戶的平均利潤率而言，為企業提供全通路服務的企業優於其他公司。此外，在審查與中心的聯繫時，客戶對自助服務替代方案給予了很高的評價。透過這些替代方案，客戶可以使用任何設備快速、方便地找到所需的資訊。由於基於雲端的技術可以輕鬆地與全通路聯絡中心解決方案相結合，以提供跨所有裝置的無縫通訊體驗。全通路服務的需求使得企業中的聯絡中心軟體快速成長，這歸因於預測期內全球聯絡中心軟體市場的成長。

平均回應時間不足且初始呼叫解決率較差

聯絡中心的首次通話解決率 (FCR) 和平均回應速度 (ASA) 可能會產生多種負面影響，包括座席人員和客戶滿意度下降。高放棄率、更長的處理時間以及聯絡中心成本增加都是聯絡中心面臨的挑戰。這些挑戰可能會導致客戶不滿意、收入損失和營運成本增加。儘管許多聯絡中心解決方案提供者正在採取措施確保在規定的時間內處理客戶的詢問，但來電量與首次通話中回答的問題量之間仍存在顯著差異。 ASA 和 FCR 是用來評估聯絡中心成效的兩個指標。隨著客戶需求的增加，企業一直在努力提供必要的客戶服務。大多數客戶不願意在呼叫佇列中等待超過 20 秒。但是，當客戶等待時間超過 20 秒時，通話量或每天處理的通話數量就會受到負面影響。因此，平均回應時間不足和初始呼叫解決率不佳正在限制預測期內全球聯絡中心軟體市場的成長。

市場區隔

全球聯絡中心軟體市場分為解決方案、服務、部署、企業規模、產業。根據解決方案，市場分為自動呼叫分配（ACD）、電腦電話整合（CTI）、通話錄音、撥號器、客戶協作、報告和分析、互動式語音應答（IVR）、勞動力最佳化等。根據服務，市場進一步分為整合和部署、支援和維護、培訓和諮詢以及託管服務。根據部署，市場分為雲端和本地。依企業規模，市場分為大型企業、中小企業。根據行業，市場分為消費品和零售、政府、BFSI、醫療保健、資訊科技 (IT) 和電信等。

公司簡介

思科系統公司、中興通訊公司、NEC Enterprise Solutions、甲骨文公司、SAP SE、Enghouse Interactive Inc.、Five9 Inc.、Genesys Te communications Laboratories Inc.、Mitel Networks Corporation 和Aspect Software Inc. 是推動這一趨勢的主要參與者。全球聯絡中心軟體市場的成長。

報告範圍：

在本報告中，除了以下詳細介紹的產業趨勢外，全球聯絡中心軟體市場也分為以下幾類：

聯絡中心軟體市場，依解決方案：

  • 自動呼叫分配 (ACD)
  • 電腦電話整合 (CTI)
  • 通話錄音
  • 撥號器
  • 客戶協作
  • 報告與分析
  • 互動式語音應答 (IVR)
  • 勞動力最佳化
  • 其他

聯絡中心軟體市場，依服務分類：

  • 整合與部署
  • 支援與維護
  • 培訓與諮詢
  • 管理服務

聯絡中心軟體市場，依部署分類：

  • 雲
  • 本地部署

聯絡中心軟體市場，依最終使用者分類：

  • 大型企業
  • 中小企業

聯絡中心軟體市場（按行業）：

  • 消費品與零售
  • 政府
  • BFSI
  • 衛生保健
  • 資訊科技 (IT) 和電信
  • 其他

聯絡中心軟體市場（按地區）：

  • 亞太
  • 中國
  • 日本
  • 印度
  • 澳洲
  • 韓國
  • 北美洲
  • 美國
  • 加拿大
  • 墨西哥
  • 歐洲
  • 英國
  • 德國
  • 法國
  • 西班牙
  • 義大利
  • 中東和非洲
  • 以色列
  • 卡達
  • 沙烏地阿拉伯
  • 阿拉伯聯合大公國
  • 南美洲
  • 巴西
  • 阿根廷
  • 哥倫比亞

競爭格局

  • 公司概況：對全球聯絡中心軟體市場中主要公司的詳細分析。

可用的客製化：

  • 根據給定的市場資料，TechSci Research 可根據公司的具體需求提供客製化服務。該報告可以使用以下自訂選項：

公司資訊

  • 其他市場參與者（最多五個）的詳細分析和概況分析。

目錄

第 1 章：服務概述

第 2 章：研究方法

第 3 章：執行摘要

第 4 章：客戶之聲

第 5 章：全球聯絡中心軟體市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 按解決方案（自動呼叫分配 (ACD)、電腦電話整合 (CTI)、通話錄音、撥號器、客戶協作、報告和分析、互動式語音回應 (IVR)、勞動力最佳化等）
    • 按服務（整合和部署、支援和維護、培訓和諮詢、託管服務）
    • 按部署（雲端、本機）
    • 依企業規模（大型企業、中小企業）
    • 按行業（消費性電子、汽車、工業、醫療保健、資訊科技 (IT) 和電信）
    • 按地區
  • 按公司分類 (2022)
  • 市場地圖

第 6 章：北美聯絡中心軟體市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 按解決方案
    • 按服務
    • 按部署
    • 按企業規模
    • 按行業分類
    • 按國家/地區
  • 北美：國家分析
    • 美國
    • 加拿大
    • 墨西哥

第 7 章：亞太地區聯絡中心軟體市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 按解決方案
    • 按服務
    • 按部署
    • 按企業規模
    • 按行業分類
    • 按國家/地區
  • 亞太地區：國家分析
    • 中國
    • 日本
    • 韓國
    • 印度
    • 澳洲

第 8 章：歐洲聯絡中心軟體市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 按解決方案
    • 按服務
    • 按部署
    • 按企業規模
    • 按行業分類
    • 按國家/地區
  • 歐洲：國家分析
    • 德國
    • 英國
    • 法國
    • 義大利
    • 西班牙

第 9 章：南美洲聯絡中心軟體市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 按解決方案
    • 按服務
    • 按部署
    • 按企業規模
    • 按行業分類
    • 按國家/地區
  • 南美洲：國家分析
    • 巴西
    • 阿根廷
    • 哥倫比亞

第 10 章：中東和非洲聯絡中心軟體市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 按解決方案
    • 按服務
    • 按部署
    • 按企業規模
    • 按行業分類
    • 按國家/地區
  • 中東和非洲：國家分析
    • 以色列
    • 卡達
    • 阿拉伯聯合大公國
    • 沙烏地阿拉伯

第 11 章：市場動態

  • 促進要素
  • 挑戰

第 12 章：市場趨勢與發展

第 13 章：公司簡介

  • 思科系統公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • 中興通訊公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • NEC 企業解決方案
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • 甲骨文公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • SAP系統公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • 恩豪斯互動公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • 五、九公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • Genesys 電信實驗室公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • 敏迪網路公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • 方面軟體公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered

第 14 章：策略建議

第 15 章：關於我們與免責聲明

（註：公司名單可依客戶要求客製化。）

簡介目錄
Product Code: 15757

Global contact center software market is predicted to proliferate during the forecast period due to the growing adoption of omnichannel customer by enterprises to meet the need for growing businesses. The use of cloud-based contact center solutions can improve business continuity and is a significant factor in the market's expansion. In addition, AI and ML are being used to automate tasks in contact centers, such as routing calls, answering questions, and resolving issues. Furthermore, businesses are adopting contact center software to lower power consumption and to create much faster computers that are attributed to the growth of contact center software market globally.

A contact center software is a suite of applications that automate essential contact center operations, such as call routing, agent scheduling, and customer data management. It assists organizations in controlling cost, creating agents, improving customer experience, adhering to regulatory requirements, and increasing efficiency. The contact center software typically includes the following features such as interactive voice response (IVR), automatic call distribution (ACD), customer relationship management (CRM), and workforce management (WFM). In addition to these core features, a contact center software might have a variety of other features, such as email, social media, video conferencing, speech analytics, and many more. Moreover, by automating key contact center processes, contact center software can enable enterprises to incorporate cutting-edge technologies including artificial intelligence (AI). This will create new opportunities for companies that develop and manufacture contact center software in the upcoming years.

The increasing adoption of Cloud is Boosting the Global Contact Center Software Market

Market Overview
Forecast Period2024-2028
Market Size 2022USD 43.1 Billion
Market Size 2028USD 120.86 Billion
CAGR 2023-202818.87%
Fastest Growing SegmentHealthcare
Largest MarketNorth America

Numerous businesses are increasingly utilizing cloud-based software because of the growing acceptance of internet-based services. The cloud-based solution is so adaptable that representatives can access customers' information in real time and communicate with them across channels and locations. Additionally, the software removes the requirement for agents or representatives to be present in offices round-the-clock. Additionally, this software's main selling points are reliability and security enabled for businesses to adopt it. Additionally, small, and medium-sized businesses have adopted cloud technology because of lower costs associated with implementation, upkeep, and upgrades, whereas large businesses continue to utilize cloud solutions due to their high operational efficacy and simple integration into existing systems. Moreover, enterprises that are already using cloud technology intend to increase their cloud budgets. When compared to conventional on-premises options, cloud-based contact center software frequently offers better value. It is because businesses do not have to purchase and maintain their own software and hardware, and they are free to increase or decrease the size of their contact center as required without incurring additional costs. Cloud-based software can make it simple for businesses to incorporate AI, machine learning, and other omnichannel solutions, as well as a variety of analytical tools utilized. Businesses will have the chance to make long-term investments because of it. As a result, the demand for contact center software is expected to rise significantly over the forecast period due to all these factors. Therefore, the increasing adoption of cloud is expected to grow the global contact center software market in the forecasting period.

Rising need for Automated Client Services is Proliferating the Contact Center Software Growth

The rising need for automated client services is one of the key factors driving the growth of the contact center software market. Businesses are increasingly seeking to automate their customer service operations to improve efficiency, reduce costs, and provide a better customer experience. Automated client services can help businesses to improve the efficiency of their customer service operations by freeing up agents to focus on more complex issues. To create long-term value for the business, executives in charge of customer service are required to maintain closer ties with customers. In addition, enterprises are required to concentrate on preserving their present audience if they want to ensure brand loyalty. Automation in the process can aid to improve the customer experience by providing customers with 24/7 access to support by reducing the time it requires to resolve issues. Due to this, enterprises are integrating automated client services to cut down on the time spent while answering typical customer inquiries and instead utilizing that time to address more complicated issues and interaction with new customers. For instance, artificial intelligence (AI)-powered chatbots and social media management systems are increasing in demand to resolve customer issues rapidly. Chatbots can be used to answer frequently asked questions and self-service portals can be used to allow customers to resolve their own issues without the need to speak to a live agent. Moreover, there will be more interactions at contact centers through automated communication than through human agents owing to machine learning and artificial intelligence (AI). This in turn is raising the need for automated client services, proliferating the growth of global contact center software market in the forecast period.

The Rise of Omnichannel Customer Service is Enabling Contact Center Software

Customer satisfaction is essential for the retailer to maintain its sustainability and profitability. Enterprises such as Amazon, Starbucks, Home Depot etc. uses contact center software to provide a seamless omnichannel customer experience. Customers can contact enterprises through a variety of channels, including phone, email, chat, and social media. The retail industry is entering a new era owing to increasing digitalization, which has a significant and beneficial impact on business strategy. The goal of retailers is to make shopping easy, smooth, enjoyable, and relaxing for their customers. Omnichannel retailing is one of the disruptive digital innovations in retailing. When compared to their rivals, businesses that utilize omnichannel contact center solutions have a higher rate of customer retention. Additionally, the expansion of digital channels and emerging communication technologies has enabled the integration of omnichannel customer support in the business.

By providing a single view of all interactions, omnichannel contact center software makes it easier for agents to respond to inquiries from customers coming from a variety of channels. Enterprises that are offering omnichannel services to business are outperforming other companies in terms of average profit margin per client. Moreover, when reviewing their contacts with centers, clients give self-service alternatives a high rating. With these alternatives, customers can quickly and conveniently locate the information they require, using any device. As cloud-based technology may be easily combined with omnichannel contact center solutions to provide a seamless communication experience across all devices. The demand for omnichannel services enable the contact center software's in the enterprises are growing rapidly, attributing the growth of global contact center software market in the forecast period.

Inadequate Average Response Time and Poor Initial Call Resolution

A contact center's First Call Resolution (FCR) and Average Speed of Answer (ASA) can have several negative effects, including a decrease in agent and customer satisfaction. High rates of abandonment, longer processing times, and increased costs for the contact center are all challenges that contact centers face. These challenges can lead to customer dissatisfaction, lost revenue, and increased operational costs. There is a significant discrepancy between the volume of incoming phone calls and the volume of questions that are answered on the initial call, even though many providers of contact center solutions are taking steps to ensure that client inquiries are processed within the allotted time frame. ASA and FCR are two types of metrics that are used to evaluate the effectiveness of contact centers. Businesses have struggled to provide the necessary customer service as customer demands have increased. Most of the customers prefer not to wait more than 20 seconds in a call queue. But the call volume, or the number of calls handled each day is negatively impacted when a customer waits longer than 20 seconds. Therefore, the inadequate average response time and poor initial call resolution are restraining the growth of the global contact center software market in the forecast period.

Market Segmentation

Global Contact Center Software Market is divided into solution, service, deployment, enterprise size, industry. Based on solution, the market is segmented into automatic call distribution (ACD), computer telephony integration (CTI), call recording, dialer, customer collaboration, reporting & analytics, interactive voice responses (IVR), workforce optimization, and others. Based on service, the market is further divided into integration & deployment, support & maintenance, training & consulting, and managed services. Based on deployment, the market is bifurcated into cloud and on-premises. Based on enterprise size, the market is segmented into large enterprises, small and medium-sized enterprises. Based on industry, the market is segmented into consumer goods & retail, government, BFSI, healthcare, information technology (IT) & telecom, and others.

Company Profiles

Cisco Systems Inc., ZTE Corporation, NEC Enterprise Solutions, Oracle Corporation, SAP SE, Enghouse Interactive Inc., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corporation, and Aspect Software Inc. are among the major players that are driving the growth of the global contact center software market.

Report Scope:

In this report, the global contact center software market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Contact Center Software Market, By Solution:

  • Automatic Call Distribution (ACD)
  • Computer Telephony Integration (CTI)
  • Call Recording
  • Dialer
  • Customer Collaboration
  • Reporting & Analytics
  • Interactive Voice Response (IVR)
  • Workforce Optimization
  • Others

Contact Center Software Market, By Service:

  • Integration & Deployment
  • Support & Maintenance
  • Training & Consulting
  • Managed Services

Contact Center Software Market, By Deployment:

  • Cloud
  • On-premise

Contact Center Software Market, By End User:

  • Large Enterprises
  • Small and Medium-Sized Enterprises

Contact Center Software Market, By Industry:

  • Consumer Goods & Retail
  • Government
  • BFSI
  • Healthcare
  • Information Technology (IT) & Telecom
  • Others

Contact Center Software Market, By Region:

  • Asia-Pacific
  • China
  • Japan
  • India
  • Australia
  • South Korea
  • North America
  • United States
  • Canada
  • Mexico
  • Europe
  • United Kingdom
  • Germany
  • France
  • Spain
  • Italy
  • Middle East & Africa
  • Israel
  • Qatar
  • Saudi Arabia
  • UAE
  • South America
  • Brazil
  • Argentina
  • Colombia

Competitive Landscape

  • Company Profiles: Detailed analysis of the major companies present in the global contact center software market.

Available Customizations:

  • With the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

  • Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Service Overview

2. Research Methodology

3. Executive Summary

4. Voice of Customer

5. Global Contact Center Software Market Outlook

  • 5.1. Market Size & Forecast
    • 5.1.1. By Value
  • 5.2. Market Share & Forecast
    • 5.2.1. By Solution (Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), Call Recording, Dialer, Customer Collaboration, Reporting & Analytics, Interactive Voice Responses (IVR), Workforce Optimization, Others)
    • 5.2.2. By Service (Integration & Deployment, Support & Maintenance, Training & Consulting, Managed Services)
    • 5.2.3. By Deployment (Cloud, On-premise)
    • 5.2.4. By Enterprise Size (Large Enterprises, Small and Medium-Sized Enterprises)
    • 5.2.5. By Industry (Consumer Electronics, Automotive, Industrial, Healthcare, Information Technology (IT) & Telecom)
    • 5.2.6. By Region
  • 5.3. By Company (2022)
  • 5.4. Market Map

6. North America Contact Center Software Market Outlook

  • 6.1. Market Size & Forecast
    • 6.1.1. By Value
  • 6.2. Market Share & Forecast
    • 6.2.1. By Solution
    • 6.2.2. By Service
    • 6.2.3. By Deployment
    • 6.2.4. By Enterprise Size
    • 6.2.5. By Industry
    • 6.2.6. By Country
  • 6.3. North America: Country Analysis
    • 6.3.1. United States Contact Center Software Market Outlook
      • 6.3.1.1. Market Size & Forecast
        • 6.3.1.1.1. By Value
      • 6.3.1.2. Market Share & Forecast
        • 6.3.1.2.1. By Solution
        • 6.3.1.2.2. By Service
        • 6.3.1.2.3. By Deployment
        • 6.3.1.2.4. By Enterprise Size
        • 6.3.1.2.5. By Industry
    • 6.3.2. Canada Contact Center Software Market Outlook
      • 6.3.2.1. Market Size & Forecast
        • 6.3.2.1.1. By Value
      • 6.3.2.2. Market Share & Forecast
        • 6.3.2.2.1. By Solution
        • 6.3.2.2.2. By Service
        • 6.3.2.2.3. By Deployment
        • 6.3.2.2.4. By Enterprise Size
        • 6.3.2.2.5. By Industry
    • 6.3.3. Mexico Contact Center Software Market Outlook
      • 6.3.3.1. Market Size & Forecast
        • 6.3.3.1.1. By Value
      • 6.3.3.2. Market Share & Forecast
        • 6.3.3.2.1. By Solution
        • 6.3.3.2.2. By Service
        • 6.3.3.2.3. By Deployment
        • 6.3.3.2.4. By Enterprise Size
        • 6.3.3.2.5. By Industry

7. Asia-Pacific Contact Center Software Market Outlook

  • 7.1. Market Size & Forecast
    • 7.1.1. By Value
  • 7.2. Market Share & Forecast
    • 7.2.1. By Solution
    • 7.2.2. By Service
    • 7.2.3. By Deployment
    • 7.2.4. By Enterprise Size
    • 7.2.5. By Industry
    • 7.2.6. By Country
  • 7.3. Asia-Pacific: Country Analysis
    • 7.3.1. China Contact Center Software Market Outlook
      • 7.3.1.1. Market Size & Forecast
        • 7.3.1.1.1. By Value
      • 7.3.1.2. Market Share & Forecast
        • 7.3.1.2.1. By Solution
        • 7.3.1.2.2. By Service
        • 7.3.1.2.3. By Deployment
        • 7.3.1.2.4. By Enterprise Size
        • 7.3.1.2.5. By Industry
    • 7.3.2. Japan Contact Center Software Market Outlook
      • 7.3.2.1. Market Size & Forecast
        • 7.3.2.1.1. By Value
      • 7.3.2.2. Market Share & Forecast
        • 7.3.2.2.1. By Solution
        • 7.3.2.2.2. By Service
        • 7.3.2.2.3. By Deployment
        • 7.3.2.2.4. By Enterprise Size
        • 7.3.2.2.5. By Industry
    • 7.3.3. South Korea Contact Center Software Market Outlook
      • 7.3.3.1. Market Size & Forecast
        • 7.3.3.1.1. By Value
      • 7.3.3.2. Market Share & Forecast
        • 7.3.3.2.1. By Solution
        • 7.3.3.2.2. By Service
        • 7.3.3.2.3. By Deployment
        • 7.3.3.2.4. By Enterprise Size
        • 7.3.3.2.5. By Industry
    • 7.3.4. India Contact Center Software Market Outlook
      • 7.3.4.1. Market Size & Forecast
        • 7.3.4.1.1. By Value
      • 7.3.4.2. Market Share & Forecast
        • 7.3.4.2.1. By Solution
        • 7.3.4.2.2. By Service
        • 7.3.4.2.3. By Deployment
        • 7.3.4.2.4. By Enterprise Size
        • 7.3.4.2.5. By Industry
    • 7.3.5. Australia Contact Center Software Market Outlook
      • 7.3.5.1. Market Size & Forecast
        • 7.3.5.1.1. By Value
      • 7.3.5.2. Market Share & Forecast
        • 7.3.5.2.1. By Solution
        • 7.3.5.2.2. By Service
        • 7.3.5.2.3. By Deployment
        • 7.3.5.2.4. By Enterprise Size
        • 7.3.5.2.5. By Industry

8. Europe Contact Center Software Market Outlook

  • 8.1. Market Size & Forecast
    • 8.1.1. By Value
  • 8.2. Market Share & Forecast
    • 8.2.1. By Solution
    • 8.2.2. By Service
    • 8.2.3. By Deployment
    • 8.2.4. By Enterprise Size
    • 8.2.5. By Industry
    • 8.2.6. By Country
  • 8.3. Europe: Country Analysis
    • 8.3.1. Germany Contact Center Software Market Outlook
      • 8.3.1.1. Market Size & Forecast
        • 8.3.1.1.1. By Value
      • 8.3.1.2. Market Share & Forecast
        • 8.3.1.2.1. By Solution
        • 8.3.1.2.2. By Service
        • 8.3.1.2.3. By Deployment
        • 8.3.1.2.4. By Enterprise Size
        • 8.3.1.2.5. By Industry
    • 8.3.2. United Kingdom Contact Center Software Market Outlook
      • 8.3.2.1. Market Size & Forecast
        • 8.3.2.1.1. By Value
      • 8.3.2.2. Market Share & Forecast
        • 8.3.2.2.1. By Solution
        • 8.3.2.2.2. By Service
        • 8.3.2.2.3. By Deployment
        • 8.3.2.2.4. By Enterprise Size
        • 8.3.2.2.5. By Industry
    • 8.3.3. France Contact Center Software Market Outlook
      • 8.3.3.1. Market Size & Forecast
        • 8.3.3.1.1. By Value
      • 8.3.3.2. Market Share & Forecast
        • 8.3.3.2.1. By Solution
        • 8.3.3.2.2. By Service
        • 8.3.3.2.3. By Deployment
        • 8.3.3.2.4. By Enterprise Size
        • 8.3.3.2.5. By Industry
    • 8.3.4. Italy Contact Center Software Market Outlook
      • 8.3.4.1. Market Size & Forecast
        • 8.3.4.1.1. By Value
      • 8.3.4.2. Market Share & Forecast
        • 8.3.4.2.1. By Solution
        • 8.3.4.2.2. By Service
        • 8.3.4.2.3. By Deployment
        • 8.3.4.2.4. By Enterprise Size
        • 8.3.4.2.5. By Industry
    • 8.3.5. Spain Contact Center Software Market Outlook
      • 8.3.5.1. Market Size & Forecast
        • 8.3.5.1.1. By Value
      • 8.3.5.2. Market Share & Forecast
        • 8.3.5.2.1. By Solution
        • 8.3.5.2.2. By Service
        • 8.3.5.2.3. By Deployment
        • 8.3.5.2.4. By Enterprise Size
        • 8.3.5.2.5. By Industry

9. South America Contact Center Software Market Outlook

  • 9.1. Market Size & Forecast
    • 9.1.1. By Value
  • 9.2. Market Share & Forecast
    • 9.2.1. By Solution
    • 9.2.2. By Service
    • 9.2.3. By Deployment
    • 9.2.4. By Enterprise Size
    • 9.2.5. By Industry
    • 9.2.6. By Country
  • 9.3. South America: Country Analysis
    • 9.3.1. Brazil Contact Center Software Market Outlook
      • 9.3.1.1. Market Size & Forecast
        • 9.3.1.1.1. By Value
      • 9.3.1.2. Market Share & Forecast
        • 9.3.1.2.1. By Solution
        • 9.3.1.2.2. By Service
        • 9.3.1.2.3. By Deployment
        • 9.3.1.2.4. By Enterprise Size
        • 9.3.1.2.5. By Industry
    • 9.3.2. Argentina Contact Center Software Market Outlook
      • 9.3.2.1. Market Size & Forecast
        • 9.3.2.1.1. By Value
      • 9.3.2.2. Market Share & Forecast
        • 9.3.2.2.1. By Solution
        • 9.3.2.2.2. By Service
        • 9.3.2.2.3. By Deployment
        • 9.3.2.2.4. By Enterprise Size
        • 9.3.2.2.5. By Industry
    • 9.3.3. Colombia Contact Center Software Market Outlook
      • 9.3.3.1. Market Size & Forecast
        • 9.3.3.1.1. By Value
      • 9.3.3.2. Market Share & Forecast
        • 9.3.3.2.1. By Solution
        • 9.3.3.2.2. By Service
        • 9.3.3.2.3. By Deployment
        • 9.3.3.2.4. By Enterprise Size
        • 9.3.3.2.5. By Industry

10. Middle East & Africa Contact Center Software Market Outlook

  • 10.1. Market Size & Forecast
    • 10.1.1. By Value
  • 10.2. Market Share & Forecast
    • 10.2.1. By Solution
    • 10.2.2. By Service
    • 10.2.3. By Deployment
    • 10.2.4. By Enterprise Size
    • 10.2.5. By Industry
    • 10.2.6. By Country
  • 10.3. Middle East & Africa: Country Analysis
    • 10.3.1. Israel Contact Center Software Market Outlook
      • 10.3.1.1. Market Size & Forecast
        • 10.3.1.1.1. By Value
      • 10.3.1.2. Market Share & Forecast
        • 10.3.1.2.1. By Solution
        • 10.3.1.2.2. By Service
        • 10.3.1.2.3. By Deployment
        • 10.3.1.2.4. By Enterprise Size
        • 10.3.1.2.5. By Industry
    • 10.3.2. Qatar Contact Center Software Market Outlook
      • 10.3.2.1. Market Size & Forecast
        • 10.3.2.1.1. By Value
      • 10.3.2.2. Market Share & Forecast
        • 10.3.2.2.1. By Solution
        • 10.3.2.2.2. By Service
        • 10.3.2.2.3. By Deployment
        • 10.3.2.2.4. By Enterprise Size
        • 10.3.2.2.5. By Industry
    • 10.3.3. UAE Contact Center Software Market Outlook
      • 10.3.3.1. Market Size & Forecast
        • 10.3.3.1.1. By Value
      • 10.3.3.2. Market Share & Forecast
        • 10.3.3.2.1. By Solution
        • 10.3.3.2.2. By Service
        • 10.3.3.2.3. By Deployment
        • 10.3.3.2.4. By Enterprise Size
        • 10.3.3.2.5. By Industry
    • 10.3.4. Saudi Arabia Contact Center Software Market Outlook
      • 10.3.4.1. Market Size & Forecast
        • 10.3.4.1.1. By Value
      • 10.3.4.2. Market Share & Forecast
        • 10.3.4.2.1. By Solution
        • 10.3.4.2.2. By Service
        • 10.3.4.2.3. By Deployment
        • 10.3.4.2.4. By Enterprise Size
        • 10.3.4.2.5. By Industry

11. Market Dynamics

  • 11.1. Drivers
  • 11.2. Challenges

12. Market Trends & Developments

13. Company Profiles

  • 13.1. Cisco Systems Inc.
    • 13.1.1. Business Overview
    • 13.1.2. Key Revenue (If Available)
    • 13.1.3. Recent Developments
    • 13.1.4. Key Personnel
    • 13.1.5. Key Product/Service Offered
  • 13.2. ZTE Corporation
    • 13.2.1. Business Overview
    • 13.2.2. Key Revenue (If Available)
    • 13.2.3. Recent Developments
    • 13.2.4. Key Personnel
    • 13.2.5. Key Product/Service Offered
  • 13.3. NEC Enterprise Solutions
    • 13.3.1. Business Overview
    • 13.3.2. Key Revenue (If Available)
    • 13.3.3. Recent Developments
    • 13.3.4. Key Personnel
    • 13.3.5. Key Product/Service Offered
  • 13.4. Oracle Corporation
    • 13.4.1. Business Overview
    • 13.4.2. Key Revenue (If Available)
    • 13.4.3. Recent Developments
    • 13.4.4. Key Personnel
    • 13.4.5. Key Product/Service Offered
  • 13.5. SAP SE
    • 13.5.1. Business Overview
    • 13.5.2. Key Revenue (If Available)
    • 13.5.3. Recent Developments
    • 13.5.4. Key Personnel
    • 13.5.5. Key Product/Service Offered
  • 13.6. Enghouse Interactive Inc.
    • 13.6.1. Business Overview
    • 13.6.2. Key Revenue (If Available)
    • 13.6.3. Recent Developments
    • 13.6.4. Key Personnel
    • 13.6.5. Key Product/Service Offered
  • 13.7. Five9 Inc.
    • 13.7.1. Business Overview
    • 13.7.2. Key Revenue (If Available)
    • 13.7.3. Recent Developments
    • 13.7.4. Key Personnel
    • 13.7.5. Key Product/Service Offered
  • 13.8. Genesys Telecommunications Laboratories Inc.
    • 13.8.1. Business Overview
    • 13.8.2. Key Revenue (If Available)
    • 13.8.3. Recent Developments
    • 13.8.4. Key Personnel
    • 13.8.5. Key Product/Service Offered
  • 13.9. Mitel Networks Corporation
    • 13.9.1. Business Overview
    • 13.9.2. Key Revenue (If Available)
    • 13.9.3. Recent Developments
    • 13.9.4. Key Personnel
    • 13.9.5. Key Product/Service Offered
  • 13.10. Aspect Software Inc.
    • 13.10.1. Business Overview
    • 13.10.2. Key Revenue (If Available)
    • 13.10.3. Recent Developments
    • 13.10.4. Key Personnel
    • 13.10.5. Key Product/Service Offered

14. Strategic Recommendations

15. About Us & Disclaimer

(Note: The companies list can be customized based on the client requirements.)