Global Contact Center Software Market to reach USD 60.4 billion by 2026.

Global Contact Center Software Market Size Study By Component (Services, and Solution), By Deployment (On-Premise, and Hosted), By Enterprise (SMEs, and Large), By End-Use (Healthcare, BFSI, Government, Consumer Goods & Retail, Telecom & IT, Others), and By Regional (North America, Europe, Asia Pacific, Latin America, and Rest of the World) Forecasts, 2019-2026
Product Code:  IACTEIAS_34786806
Executive Summary      
1.1.	Market Snapshot 
1.2.	Key Trends
1.3.	Global & Segmental Market Estimates & Forecasts, 2016-2026 (USD Billion)
1.3.1.	Contact Center Software Market, by component, 2016-2026 (USD Billion)
1.3.2.	Contact Center Software Market, by Deployment, 2016-2026 (USD Billion)
1.3.3.	Contact Center Software Market, by Enterprise, 2016-2026 (USD Billion)
1.3.4.	Contact Center Software Market, by End use, 2016-2026 (USD Billion)
1.3.5.	Contact Center Software Market, by Region, 2016-2026 (USD Billion)
1.4.	Estimation Methodology
1.5.	Research Assumption
Chapter 2.	Global Contact Center Software Market Definition and Scope 
2.1.	Objective of the Study
2.2.	Market Definition & Scope
2.2.1.	Industry Evolution
2.2.2.	Scope of the Study
2.3.	Years Considered for the Study
2.4.	Currency Conversion Rates
Chapter 3.	Global Contact Center Software Market Dynamics	
3.1.	See Saw Analysis
3.1.1.	Market Drivers
3.1.2.	Market Challenges
3.1.3.	Market Opportunities
Chapter 4.	Global Contact Center Software Market Industry Analysis
4.1.	Porter’s 5 Force Model
4.1.1.	Bargaining Power of Buyers
4.1.2.	Bargaining Power of Suppliers
4.1.3.	Threat of New Entrants
4.1.4.	Threat of Substitutes
4.1.5.	Competitive Rivalry
4.1.6.	Futuristic Approach to Porter’s 5 Force Model
4.2.	PEST Analysis
4.2.1.	Political Scenario
4.2.2.	Economic Scenario
4.2.3.	Social Scenario
4.2.4.	Technological Scenario
4.3.	Key Buying Criteria (On Demand)
4.4.	Regulatory Framework (On Demand)
4.5.	Investment Vs Adoption Scenario (On Demand)
4.6.	Analyst Recommendation & Conclusion
Chapter 5.	Global Contact Center Software Market by Component
5.1.	Market Snapshot 
5.2.	Market Performance - Potential Model
5.3.	Contact Center Software Market, Sub Segment Analysis
5.3.1.	Service
5.3.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
5.3.1.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
5.3.1.3.	Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
5.3.1.3.1.	Training & Consulting
5.3.1.3.2.	Integration & Deployment
5.3.1.3.3.	Managed Services
5.3.1.3.4.	Support & Maintenance
5.3.2.	Solution
5.3.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
5.3.2.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
5.3.2.3.	Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
5.3.2.3.1.	Dialer
5.3.2.3.2.	Automatic Call Distribution (ACD)
5.3.2.3.3.	Computer Telephony Integration (CTI)
5.3.2.3.4.	Workforce Optimization
5.3.2.3.5.	Call Recording
5.3.2.3.6.	Interactive Voice Responses (IVR)
5.3.2.3.7.	Customer Collaboration
5.3.2.3.8.	Reporting & Analytics
Chapter 6.	Global Contact Center Software Market by Deployment
6.1.	Market Snapshot 
6.2.	Market Performance - Potential Model
6.3.	Contact Center Software Market, Sub Segment Analysis
6.3.1.	On-Premise
6.3.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
6.3.1.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
6.3.2.	Hosted
6.3.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
6.3.2.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
Chapter 7.	Global Contact Center Software Market by Enterprise
7.1.	Market Snapshot 
7.2.	Market Performance - Potential Model
7.3.	Contact Center Software Market, Sub Segment Analysis
7.3.1.	SMEs
7.3.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
7.3.1.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
7.3.2.	Large Enterprises
7.3.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
7.3.2.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
Chapter 8.	Global Contact Center Software Market by End-Use
8.1.	Market Snapshot 
8.2.	Market Performance - Potential Model
8.3.	Contact Center Software Market, Sub Segment Analysis
8.3.1.	Healthcare
8.3.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.1.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
8.3.2.	Banking, Financial Services & Insurance (BFSI)
8.3.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.2.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
8.3.3.	Government
8.3.3.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.3.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
8.3.4.	Travelling & Hospitality
8.3.4.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.4.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
8.3.5.	Consumer Goods & Retail
8.3.5.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.5.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
8.3.6.	Telecom & IT
8.3.6.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.6.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
8.3.7.	Others
8.3.7.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.7.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
Chapter 9.	Global Contact Center Software Market, Regional Analysis
9.1.	Contact Center Software Market, Regional Market Snapshot (2016-2026)
9.2.	North America Contact Center Software Market Snapshot
9.2.1.	U.S. 
9.2.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.2.1.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.1.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.1.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.1.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.2.	Canada 
9.2.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.2.2.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.2.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.2.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.2.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.	Europe Contact Center Software Market Snapshot
9.3.1.	U.K.
9.3.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.3.1.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.1.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.1.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.1.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.2.	Germany 
9.3.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.3.2.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.2.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.2.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.2.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.3.	France 
9.3.3.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.3.3.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.3.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.3.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.3.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.4.	Rest of Europe
9.3.4.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.3.4.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.4.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.4.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.4.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.	Asia Contact Center Software Market Snapshot
9.4.1.	China Contact Center Software Market Size Estimates & Forecasts, 2016-2026 (USD Billion)
9.4.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.4.1.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.1.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.1.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.1.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.2.	India 
9.4.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.4.2.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.2.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.2.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.2.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.3.	Japan 
9.4.3.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.4.3.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.3.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.3.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.3.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.4.	Rest of Asia Pacific
9.4.4.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.4.4.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.4.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.4.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.4.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.	Latin America Contact Center Software Market Snapshot
9.5.1.	Brazil 
9.5.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.5.1.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.1.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.1.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.1.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.2.	Mexico 
9.5.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.5.2.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.2.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.2.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.2.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.	Rest of The World 
9.6.1.	South America
9.6.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.6.1.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.1.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.1.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.1.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.2.	Middle East and Africa
9.6.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.6.2.2.	Component breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.2.3.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.2.4.	Enterprise breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.2.5.	End-Use breakdown estimates & forecasts, 2016-2026 (USD Billion)
Chapter 10.	Competitive Intelligence
10.1.	Company Market Share (Subject to Data Availability)
10.2.	Top Market Strategies
10.3.	Company Profiles
10.3.1.	Mitel Corporation
10.3.1.1.	Overview
10.3.1.2.	Financial (Subject to Data Availability)
10.3.1.3.	Product Summary
10.3.1.4.	Recent Developments
10.3.2.	Alcatel-Lucent Enterprise
10.3.3.	SAP SE
10.3.4.	Avaya, Inc.
10.3.5.	Enghouse Interactive, Inc.
10.3.6.	Cisco Systems, Inc.
10.3.7.	Five9, Inc.
10.3.8.	Huawei Technologies Co., Ltd.
10.3.9.	Genesys
10.3.10.	Nice Systems Ltd.
Chapter 11.	Research Process
11.1.	Research Process
11.1.1.	Data Mining
11.1.2.	Analysis
11.1.3.	Market Estimation
11.1.4.	Validation
11.1.5.	Publishing
11.1.6.	Research Assumption

Global Contact Center Software Market valued approximately USD 18.8 billion in 2018 is forecasted to grow with a healthy growth rate of more than 15.71% over the forecast period 2019-2026. The major factors speculated to augment the markets are growing choice of cloud-based contact centers, the escalating need for the automation of contact center solutions and increasing focus on improving customer experience through omnichannel solutions. Contact Center Software lets phone calls from your customers & users reach your agents for solutions, customer service, and sales. Further, rise in omnichannel communication, coupled with growing need to cater dynamic customer requirements are key driving factor in the market growth. Moreover, growing use of social media coupled with advancements in technologies is expected to create growth opportunity in the market over the forecast period. However, issues related to integration with legacy systems is expected to hamper the market growth over the forecast period.

The regional analysis of Global Contact Center Software Market is considered for the key regions such as Asia Pacific, North America, Europe, Latin America and Rest of the World. North America is the leading region across the world in terms of market share owing to high adoption of cloud, analytics and mobile. Whereas, owing to the countries such as China, Japan, and India, Asia Pacific region is also expected to exhibit higher growth rate / CAGR over the forecast period 2019-2026. Further, presence of broad customer base in the regions is further contributing towards market growth in APAC.

Major market player included in this report are:
Mitel Corporation
Alcatel-Lucent Enterprise
SAP SE
Avaya, Inc.
Enghouse Interactive, Inc.
Cisco Systems, Inc.
Five9, Inc.
Huawei Technologies Co., Ltd.
Genesys
Nice Systems Ltd.

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Component:

Service
Training & Consulting
Integration & Deployment
Managed Services
Support & Maintenance
Solution
Dialer
Automatic Call Distribution (ACD)
Computer Telephony Integration (CTI)
Workforce Optimization
Call Recording
Interactive Voice Responses (IVR)
Customer Collaboration
Reporting & Analytics

By Deployment:

On-Premise
Hosted

By Enterprise:

SMEs
Large Enterprises

By End-Use:

Healthcare
Banking, Financial Services & Insurance (BFSI)
Government
Travelling & Hospitality
Consumer Goods & Retail
Telecom & IT
Others

By Regions:
North America
U.S.
Canada
Europe
UK
Germany
Asia Pacific
China
India
Japan
Latin America
Brazil
Mexico
Rest of the World

Furthermore, years considered for the study are as follows:

Historical year – 2016, 2017
Base year – 2018
Forecast period – 2019 to 2026

Target Audience of the Contact Center Software Market Study:

Key Consulting Companies & Advisors
Large, medium-sized, and small enterprises
Venture capitalists
Value-Added Resellers (VARs)
Third-party knowledge providers
Investment bankers
Investors


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