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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

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    Report

  • 331 Pages
  • July 2023
  • Region: Global
  • Markets and Markets
  • ID: 5311523
Description Jump to:

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

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 Market: Data Triangulation
2.3 Market Size Estimation
Figure 4 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 Market Size and Growth, 2023-2028 (USD Million, Y-O-Y)
Figure 11 Global Market to Witness Significant Growth
Figure 12 North America to Account for Largest Market Share in 2023
Figure 13 Fastest-Growing Segments of 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 Market, by Component, 2023 Vs. 2028
Figure 15 Solutions Segment to Account for Larger Market Share During Forecast Period
4.3 Market, by Solution, 2023 Vs. 2028
Figure 16 Omnichannel Routing Segment to Account for Largest Market Share During Forecast Period
4.4 Market, by Service, 2023 Vs. 2028
Figure 17 Consulting Segment to Account for Largest Market Share During Forecast Period
4.5 Market, by Organization Size, 2023 Vs. 2028
Figure 18 Large Enterprises Segment to Account for Larger Market Share During Forecast Period
4.6 Market, by Deployment Mode, 2023 Vs. 2028
Figure 19 Cloud Segment to Account for Larger Market Share During Forecast Period
4.7 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 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 Market: Patent Analysis
5.9 Porter's Five Forces Analysis
Figure 31 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 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 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 Market, by Component, 2017-2022 (USD Million)
Table 15 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: Market Drivers
Table 16 Market, by Solution, 2017-2022 (USD Million)
Table 17 Market, by Solution, 2023-2028 (USD Million)
Table 18 Solutions: 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: Market, by Region, 2017-2022 (USD Million)
Table 21 Omnichannel Routing: 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: 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: Market, by Region, 2017-2022 (USD Million)
Table 25 Reporting and Analytics: 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: Market, by Region, 2017-2022 (USD Million)
Table 27 Customer Engagement Management: Market, by Region, 2023-2028 (USD Million)
6.2.7 Other Solutions
Table 28 Other Solutions: Market, by Region, 2017-2022 (USD Million)
Table 29 Other Solutions: 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: Market Drivers
Table 30 Market, by Service, 2017-2022 (USD Million)
Table 31 Market, by Service, 2023-2028 (USD Million)
Table 32 Services: 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: Market, by Region, 2017-2022 (USD Million)
Table 35 Consulting: 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: Market, by Region, 2017-2022 (USD Million)
Table 37 Implementation & Integration: 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: Market, by Region, 2017-2022 (USD Million)
Table 39 Training, Support & Maintenance: 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: Market Drivers
Table 40 Market, by Deployment Mode, 2017-2022 (USD Million)
Table 41 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: Market, by Region, 2017-2022 (USD Million)
Table 43 On-Premises: 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: Market, by Region, 2017-2022 (USD Million)
Table 45 Cloud: 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: Market Drivers
Table 46 Market, by Organization Size, 2017-2022 (USD Million)
Table 47 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: Market, by Region, 2017-2022 (USD Million)
Table 49 Large Enterprises: 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: Market, by Region, 2017-2022 (USD Million)
Table 51 Smes: 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: Market Drivers
Table 52 Market, by Vertical, 2017-2022 (USD Million)
Table 53 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: Market, by Region, 2017-2022 (USD Million)
Table 55 Bfsi: 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: 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: Market, by Region, 2017-2022 (USD Million)
Table 59 Healthcare & Life Sciences: 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: Market, by Region, 2017-2022 (USD Million)
Table 61 It & Ites: 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: 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: Market, by Region, 2017-2022 (USD Million)
Table 65 Retail & Consumer Goods: 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: Market, by Region, 2017-2022 (USD Million)
Table 67 Government & Public Sector: 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: Market, by Region, 2017-2022 (USD Million)
Table 69 Energy & Utilities: Market, by Region, 2023-2028 (USD Million)
9.10 Other Verticals
Table 70 Other Verticals: Market, by Region, 2017-2022 (USD Million)
Table 71 Other Verticals: 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 Market, by Region, 2017-2022 (USD Million)
Table 73 Market, by Region, 2023-2028 (USD Million)
10.2 North America
10.2.1 North America: 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: Market, by Component, 2023-2028 (USD Million)
Table 76 North America: Market, by Solution, 2017-2022 (USD Million)
Table 77 North America: Market, by Solution, 2023-2028 (USD Million)
Table 78 North America: Market, by Service, 2017-2022 (USD Million)
Table 79 North America: Market, by Service, 2023-2028 (USD Million)
Table 80 North America: Market, by Deployment Mode, 2017-2022 (USD Million)
Table 81 North America: Market, by Deployment Mode, 2023-2028 (USD Million)
Table 82 North America: Market, by Organization Size, 2017-2022 (USD Million)
Table 83 North America: Market, by Organization Size, 2023-2028 (USD Million)
Table 84 North America: Market, by Vertical, 2017-2022 (USD Million)
Table 85 North America: Market, by Vertical, 2023-2028 (USD Million)
Table 86 North America: Market, by Country, 2017-2022 (USD Million)
Table 87 North America: 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: Market, by Component, 2023-2028 (USD Million)
Table 90 US: Market, by Deployment Mode, 2017-2022 (USD Million)
Table 91 US: Market, by Deployment Mode, 2023-2028 (USD Million)
Table 92 US: Market, by Organization Size, 2017-2022 (USD Million)
Table 93 US: 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: Market, by Component, 2017-2022 (USD Million)
Table 95 Canada: Market, by Component, 2023-2028 (USD Million)
Table 96 Canada: Market, by Deployment Mode, 2017-2022 (USD Million)
Table 97 Canada: Market, by Deployment Mode, 2023-2028 (USD Million)
Table 98 Canada: Market, by Organization Size, 2017-2022 (USD Million)
Table 99 Canada: Market, by Organization Size, 2023-2028 (USD Million)
10.3 Europe
10.3.1 Europe: 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: Market, by Component, 2023-2028 (USD Million)
Table 102 Europe: Market, by Solution, 2017-2022 (USD Million)
Table 103 Europe: Market, by Solution, 2023-2028 (USD Million)
Table 104 Europe: Market, by Service, 2017-2022 (USD Million)
Table 105 Europe: Market, by Service, 2023-2028 (USD Million)
Table 106 Europe: Market, by Deployment Mode, 2017-2022 (USD Million)
Table 107 Europe: Market, by Deployment Mode, 2023-2028 (USD Million)
Table 108 Europe: Market, by Organization Size, 2017-2022 (USD Million)
Table 109 Europe: Market, by Organization Size, 2023-2028 (USD Million)
Table 110 Europe: Market, by Vertical, 2017-2022 (USD Million)
Table 111 Europe: Market, by Vertical, 2023-2028 (USD Million)
Table 112 Europe: Market, by Country, 2017-2022 (USD Million)
Table 113 Europe: 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: Market, by Component, 2023-2028 (USD Million)
Table 116 UK: Market, by Organization Size, 2017-2022 (USD Million)
Table 117 UK: 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: Market, by Component, 2017-2022 (USD Million)
Table 119 Germany: Market, by Component, 2023-2028 (USD Million)
Table 120 Germany: Market, by Organization Size, 2017-2022 (USD Million)
Table 121 Germany: 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: Market, by Component, 2023-2028 (USD Million)
Table 124 France: Market, by Organization Size, 2017-2022 (USD Million)
Table 125 France: 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: Market, by Component, 2017-2022 (USD Million)
Table 127 Belgium: Market, by Component, 2023-2028 (USD Million)
Table 128 Belgium: Market, by Organization Size, 2017-2022 (USD Million)
Table 129 Belgium: Market, by Organization Size, 2023-2028 (USD Million)
10.3.8 Rest of Europe
Table 130 Rest of Europe: Market, by Component, 2017-2022 (USD Million)
Table 131 Rest of Europe: Market, by Component, 2023-2028 (USD Million)
Table 132 Rest of Europe: Market, by Organization Size, 2017-2022 (USD Million)
Table 133 Rest of Europe: Market, by Organization Size, 2023-2028 (USD Million)
10.4 Asia-Pacific
10.4.1 Asia-Pacific: 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: Market, by Component, 2023-2028 (USD Million)
Table 136 Asia-Pacific: Market, by Solution, 2017-2022 (USD Million)
Table 137 Asia-Pacific: Market, by Solution, 2023-2028 (USD Million)
Table 138 Asia-Pacific: Market, by Service, 2017-2022 (USD Million)
Table 139 Asia-Pacific: Market, by Service, 2023-2028 (USD Million)
Table 140 Asia-Pacific: Market, by Deployment Mode, 2017-2022 (USD Million)
Table 141 Asia-Pacific: Market, by Deployment Mode, 2023-2028 (USD Million)
Table 142 Asia-Pacific: Market, by Organization Size, 2017-2022 (USD Million)
Table 143 Asia-Pacific: Market, by Organization Size, 2023-2028 (USD Million)
Table 144 Asia-Pacific: Market, by Vertical, 2017-2022 (USD Million)
Table 145 Asia-Pacific: Market, by Vertical, 2023-2028 (USD Million)
Table 146 Asia-Pacific: Market, by Country, 2017-2022 (USD Million)
Table 147 Asia-Pacific: 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: Market, by Component, 2017-2022 (USD Million)
Table 149 China: Market, by Component, 2023-2028 (USD Million)
Table 150 China: Market, by Organization Size, 2017-2022 (USD Million)
Table 151 China: 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: Market, by Component, 2023-2028 (USD Million)
Table 154 Japan: Market, by Organization Size, 2017-2022 (USD Million)
Table 155 Japan: 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: Market, by Component, 2017-2022 (USD Million)
Table 157 Australia & New Zealand: Market, by Component, 2023-2028 (USD Million)
Table 158 Australia & New Zealand: Market, by Organization Size, 2017-2022 (USD Million)
Table 159 Australia & New Zealand: Market, by Organization Size, 2023-2028 (USD Million)
10.4.7 Rest of Asia-Pacific
Table 160 Rest of Asia-Pacific: Market, by Component, 2017-2022 (USD Million)
Table 161 Rest of Asia-Pacific: Market, by Component, 2023-2028 (USD Million)
Table 162 Rest of Asia-Pacific: Market, by Organization Size, 2017-2022 (USD Million)
Table 163 Rest of Asia-Pacific: Market, by Organization Size, 2023-2028 (USD Million)
10.5 Middle East & Africa
10.5.1 Middle East & Africa: 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: Market, by Component, 2023-2028 (USD Million)
Table 166 Middle East & Africa: Market, by Solution, 2017-2022 (USD Million)
Table 167 Middle East & Africa: Market, by Solution, 2023-2028 (USD Million)
Table 168 Middle East & Africa: Market, by Service, 2017-2022 (USD Million)
Table 169 Middle East & Africa: Market, by Service, 2023-2028 (USD Million)
Table 170 Middle East & Africa: Market, by Deployment Mode, 2017-2022 (USD Million)
Table 171 Middle East & Africa: Market, by Deployment Mode, 2023-2028 (USD Million)
Table 172 Middle East & Africa: Market, by Organization Size, 2017-2022 (USD Million)
Table 173 Middle East & Africa: Market, by Organization Size, 2023-2028 (USD Million)
Table 174 Middle East & Africa: Market, by Vertical, 2017-2022 (USD Million)
Table 175 Middle East & Africa: Market, by Vertical, 2023-2028 (USD Million)
Table 176 Middle East & Africa: Market, by Country, 2017-2022 (USD Million)
Table 177 Middle East & Africa: 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: Market, by Component, 2023-2028 (USD Million)
Table 180 Ksa: Market, by Organization Size, 2017-2022 (USD Million)
Table 181 Ksa: 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: Market, by Component, 2017-2022 (USD Million)
Table 183 UAE: Market, by Component, 2023-2028 (USD Million)
Table 184 UAE: Market, by Organization Size, 2017-2022 (USD Million)
Table 185 UAE: Market, by Organization Size, 2023-2028 (USD Million)
10.5.6 Rest of Middle East & Africa
Table 186 Rest of Middle East & Africa: Market, by Component, 2017-2022 (USD Million)
Table 187 Rest of Middle East & Africa: Market, by Component, 2023-2028 (USD Million)
Table 188 Rest of Middle East & Africa: Market, by Organization Size, 2017-2022 (USD Million)
Table 189 Rest of Middle East & Africa: Market, by Organization Size, 2023-2028 (USD Million)
10.6 Latin America
10.6.1 Latin America: 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: Market, by Component, 2023-2028 (USD Million)
Table 192 Latin America: Market, by Solution, 2017-2022 (USD Million)
Table 193 Latin America: Market, by Solution, 2023-2028 (USD Million)
Table 194 Latin America: Market, by Service, 2017-2022 (USD Million)
Table 195 Latin America: Market, by Service, 2023-2028 (USD Million)
Table 196 Latin America: Market, by Deployment Mode, 2017-2022 (USD Million)
Table 197 Latin America: Market, by Deployment Mode, 2023-2028 (USD Million)
Table 198 Latin America: Market, by Organization Size, 2017-2022 (USD Million)
Table 199 Latin America: Market, by Organization Size, 2023-2028 (USD Million)
Table 200 Latin America: Market, by Vertical, 2017-2022 (USD Million)
Table 201 Latin America: Market, by Vertical, 2023-2028 (USD Million)
Table 202 Latin America: Market, by Country, 2017-2022 (USD Million)
Table 203 Latin America: 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: Market, by Component, 2017-2022 (USD Million)
Table 205 Brazil: Market, by Component, 2023-2028 (USD Million)
Table 206 Brazil: Market, by Organization Size, 2017-2022 (USD Million)
Table 207 Brazil: 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: Market, by Component, 2023-2028 (USD Million)
Table 210 Mexico: Market, by Organization Size, 2017-2022 (USD Million)
Table 211 Mexico: Market, by Organization Size, 2023-2028 (USD Million)
10.6.6 Rest of Latin America
Table 212 Rest of Latin America: Market, by Component, 2017-2022 (USD Million)
Table 213 Rest of Latin America: Market, by Component, 2023-2028 (USD Million)
Table 214 Rest of Latin America: Market, by Organization Size, 2017-2022 (USD Million)
Table 215 Rest of Latin America: 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 Contact Center Software Market Share Analysis
Table 216 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 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 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, Analyst's 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, Analyst's 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: Subscription Portal
14.3 Customization Options

Companies Mentioned

  • 3Clogic Inc
  • 8X8
  • Alcatel-Lucent Enterprise
  • Alvaria
  • Ameyo
  • Amtelco
  • Avaya
  • Avoxi
  • AWS
  • Bright Pattern
  • BT Group
  • C-Zentrix
  • Cisco
  • Computertalk
  • Content Guru
  • Enghouse Interactive
  • Evolve IP
  • Five9
  • Genesys
  • Glia Technologies
  • IBM
  • Lifesize
  • Mitel
  • NEC Corporation
  • Nice
  • Oracle
  • Ringcentral
  • Sinch
  • Talkdesk
  • Twilio
  • Ujet
  • VCC Live
  • Verizon
  • Vocalcom
  • Vonage
  • West Technology Group
  • ZTE Corporation

Methodology

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Table Information

Report AttributeDetails
No. of Pages331
PublishedJuly 2023
Forecast Period2023 - 2028
Estimated Market Value ( USD ) in 2023 $ 41.9 Billion
Forecasted Market Value ( USD ) by 2028 $ 109.7 Billion
Compound Annual Growth Rate21.2%
Regions CoveredGlobal
No. of Companies Mentioned37

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