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市場調査レポート
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1378960

コンタクトセンターソフトウェア市場レポート:コンポーネント別、展開モード別、企業規模別、最終用途別、地域別、2023-2028年

Contact Center Software Market Report by Component, Deployment Mode, Enterprise Size, End Use, and Region 2023-2028

出版日: | 発行: IMARC | ページ情報: 英文 142 Pages | 納期: 2~3営業日

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価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=160.10円
コンタクトセンターソフトウェア市場レポート:コンポーネント別、展開モード別、企業規模別、最終用途別、地域別、2023-2028年
出版日: 2023年11月02日
発行: IMARC
ページ情報: 英文 142 Pages
納期: 2~3営業日
  • 全表示
  • 概要
  • 図表
  • 目次
概要

概要

世界のコンタクトセンターソフトウェア市場規模は、2022年に296億米ドルに達しました。今後、IMARC Groupは、2022年から2028年にかけて18.8%の成長率(CAGR)を示し、2028年には831億米ドルに達すると予測しています。企業とのシームレスでパーソナライズされたインタラクションを求める消費者の需要の高まり、柔軟性を強化するクラウドベースのソリューションの採用の増加、ユーザーエクスペリエンスを向上させる先進技術の統合などが、市場を推進する主な要因となっています。

コンタクトセンターソフトウェアは、顧客とのコミュニケーションとサポート・プロセスを合理化し、強化するために設計された技術ソリューションです。自動コール・ルーティング、リアルタイム・モニタリング、パフォーマンス分析、顧客関係管理(CRM)システムで構成されます。電話、電子メール、チャット、ソーシャルメディアなど、さまざまなチャネルのインバウンドおよびアウトバウンドのやり取りを管理する中心的なハブとして機能します。これにより、企業は顧客からの問い合わせを効率的に処理し、問題を解決し、パーソナライズされた支援を提供することができます。顧客満足度の向上に貢献するため、コンタクトセンターソフトウェアの需要は世界中で高まっています。

現在、コンタクトセンターソフトウェアの導入が増加しており、企業は要件に応じて業務を容易に拡大または縮小できるため、市場の成長に寄与しています。これに伴い、ソーシャルメディア、チャット、電子メールなど、さまざまなコミュニケーションチャネルにおける問い合わせを効率的に管理する高度なソリューションへのニーズが高まっており、市場の成長を強化しています。さらに、エージェントの生産性を向上させ、物理的なインフラの必要性を減らすのに役立つことから、コンタクトセンターソフトウェアに対する需要の高まりが市場の成長を後押ししています。また、個人の間でデータのプライバシーやセキュリティに対する関心が高まっていることも、業界の投資家に有利な成長機会を提供しています。さらに、企業が顧客サービス業務を最適化し、応答時間を短縮できるソリューションに対するニーズの高まりが、市場の成長を支えています。

コンタクトセンターソフトウェア市場の動向と促進要因:

シームレスでパーソナライズされたインタラクションに対する消費者需要の高まり

企業とのシームレスでパーソナライズされたインタラクションを求める消費者需要の高まりが、市場の成長に寄与しています。これに伴い、コンタクトセンターソフトウェアは、インテリジェントなコール・ルーティング、統合された顧客関係管理(CRM)データ、顧客満足度の向上を支援するリアルタイムの顧客フィードバック分析など、さまざまな機能を提供しています。これらのツールは、エージェントが迅速かつカスタマイズされたソリューションを提供することを可能にし、全体的なカスタマーエクスペリエンスの向上を支援します。これとは別に、これらのツールは顧客ロイヤリティを高め、ビジネスの評判を維持するのに役立ち、市場の成長を後押ししています。その結果、企業は競争力を維持し、顧客サービスが最高水準を満たすようにするため、ソリューションに投資しています。

柔軟性を提供するクラウドベースのソリューション採用の増加

世界のリモートワーク文化により、個人の間でクラウドベースのソリューションの採用が増加していることが、市場の成長を強化しています。これに伴い、企業は、エージェントがどこからでも作業できるクラウドベースのコンタクトセンター・ソリューションを求めるようになっています。これとは別に、クラウドベースのソリューションは、混乱時にも業務を維持し、ビジネスの継続性を確保するために必要な柔軟性を提供します。さらに、物理的なインフラへの依存を減らすことができるため、ビジネスのコスト削減にもつながります。さらに、世界中の大衆の間で、柔軟で機敏なソリューションに対する需要が高まっています。

先端技術の統合

コンタクトセンターソフトウェアには、データ分析や人工知能(AI)などの先進技術が統合されており、市場の成長を後押ししています。これに加えて、高度な分析ツールは顧客との対話を分析して貴重な洞察を抽出し、それをさらに業務効率の最適化、エージェントのパフォーマンスの向上、顧客行動の動向の特定に利用することができます。さらに、AIを搭載したチャットボットやバーチャルアシスタントは、セルフサービスオプションを強化し、一般的な問い合わせに即座に回答を提供することで、人間のエージェントの作業負荷を軽減します。さらに、これは効率を高めるだけでなく、一貫したサービス品質も保証します。さらに、AI主導の分析は、対話中の顧客の感情を特定するのに役立ち、企業はオーダーメイドのサポートを提供することができます。

本レポートで扱う主な質問

  • 世界のコンタクトセンターソフトウェア市場はこれまでどのように推移し、今後数年間はどのように推移するのか?
  • 世界のコンタクトセンターソフトウェア市場の促進要因、抑制要因、機会は何か?
  • 各駆動要因、抑制要因、機会がコンタクトセンターソフトウェアの世界市場に与える影響は?
  • 主要地域市場とは?
  • 最も魅力的なコンタクトセンターソフトウェア市場を代表する国は?
  • コンポーネント別の市場内訳は?
  • コンタクトセンターソフトウェア市場で最も魅力的なコンポーネントは?
  • 展開モード別の市場内訳は?
  • コンタクトセンターソフトウェア市場で最も魅力的な展開モードは?
  • 企業規模別の市場内訳は?
  • コンタクトセンターソフトウェア市場で最も魅力的な企業規模は?
  • エンドユーズ別の市場内訳は?
  • コンタクトセンターソフトウェア市場で最も魅力的な最終用途は?
  • 世界のコンタクトセンターソフトウェア市場の競争構造は?
  • コンタクトセンターソフトウェアの世界市場における主要プレイヤー/企業は?

目次

第1章 序文

第2章 調査範囲と調査手法

  • 調査目的
  • 利害関係者
  • データソース
    • 一次情報
    • 二次情報
  • 市場推定
    • ボトムアップアプローチ
    • トップダウンアプローチ
  • 調査手法

第3章 エグゼクティブサマリー

第4章 イントロダクション

  • 概要
  • 主要産業動向

第5章 コンタクトセンターソフトウェアの世界市場

  • 市場概要
  • 市場実績
  • COVID-19の影響
  • 市場予測

第6章 市場内訳:コンポーネント別

  • ソリューション
    • 市場動向
    • 主要セグメント
      • 自動電話分配(ACD)
      • 通話録音
      • コンピュータ・テレフォニー・インテグレーション(CTI)
      • カスタマーコラボレーション
      • ダイヤラー
      • インタラクティブ・ボイス・レスポンス(IVR)
      • その他
    • 市場予測
  • サービス
    • 市場動向
    • 主要セグメント
      • 統合と展開
      • サポートとメンテナンス
      • トレーニングとコンサルティング
      • マネージド・サービス
    • 市場予測

第7章 市場内訳:展開モード別

  • オンプレミス
    • 市場動向
    • 市場予測
  • クラウドベース
    • 市場動向
    • 市場予測

第8章 市場内訳:企業規模別

  • 大企業
    • 市場動向
    • 市場予測
  • 中小企業
    • 市場動向
    • 市場予測

第9章 市場内訳:最終用途別

  • BFSI
    • 市場動向
    • 市場予測
  • 消費財・小売
    • 市場動向
    • 市場予測
  • 政府機関
    • 市場動向
    • 市場予測
  • ヘルスケア
    • 市場動向
    • 市場予測
  • IT・通信
    • 市場動向
    • 市場予測
  • 旅行とホスピタリティ
    • 市場動向
    • 市場予測
  • その他
    • 市場動向
    • 市場予測

第10章 市場内訳:地域別

  • 北米
    • 米国
      • 市場動向
      • 市場予測
    • カナダ
      • 市場動向
      • 市場予測
  • アジア太平洋
    • 中国
      • 市場動向
      • 市場予測
    • 日本
      • 市場動向
      • 市場予測
    • インド
      • 市場動向
      • 市場予測
    • 韓国
      • 市場動向
      • 市場予測
    • オーストラリア
      • 市場動向
      • 市場予測
    • インドネシア
      • 市場動向
      • 市場予測
    • その他
      • 市場動向
      • 市場予測
  • 欧州
    • ドイツ
      • 市場動向
      • 市場予測
    • フランス
      • 市場動向
      • 市場予測
    • 英国
      • 市場動向
      • 市場予測
    • イタリア
      • 市場動向
      • 市場予測
    • スペイン
      • 市場動向
      • 市場予測
    • ロシア
      • 市場動向
      • 市場予測
    • その他
      • 市場動向
      • 市場予測
  • ラテンアメリカ
    • ブラジル
      • 市場動向
      • 市場予測
    • メキシコ
      • 市場動向
      • 市場予測
    • その他
      • 市場動向
      • 市場予測
  • 中東・アフリカ地域
    • 市場動向
    • 市場内訳:国別
    • 市場予測

第11章 SWOT分析

  • 概要
  • 強み
  • 弱み
  • 機会
  • 脅威

第12章 バリューチェーン分析

第13章 ポーターのファイブフォース分析

  • 概要
  • 買い手の交渉力
  • 供給企業の交渉力
  • 競合の程度
  • 新規参入業者の脅威
  • 代替品の脅威

第14章 価格分析

第15章 競合情勢

  • 市場構造
  • 主要企業
  • 主要企業のプロファイル
    • Aspect Software
    • Avaya Inc.
    • Cisco Systems Inc.
    • Enghouse Interactive Inc.
    • Five9 Inc.
    • Genesys
    • International Business Machines Corporation
    • NEC Corporation
    • Oracle Corporation
    • SAP SE
    • Unify Inc.(Atos SE)
図表

List of Figures

  • Figure 1: Global: Contact Center Software Market: Major Drivers and Challenges
  • Figure 2: Global: Contact Center Software Market: Sales Value (in Billion US$), 2017-2022
  • Figure 3: Global: Contact Center Software Market Forecast: Sales Value (in Billion US$), 2023-2028
  • Figure 4: Global: Contact Center Software Market: Breakup by Component (in %), 2022
  • Figure 5: Global: Contact Center Software Market: Breakup by Deployment Mode (in %), 2022
  • Figure 6: Global: Contact Center Software Market: Breakup by Enterprise Size (in %), 2022
  • Figure 7: Global: Contact Center Software Market: Breakup by End Use (in %), 2022
  • Figure 8: Global: Contact Center Software Market: Breakup by Region (in %), 2022
  • Figure 9: Global: Contact Center Software (Solution) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 10: Global: Contact Center Software (Solution) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 11: Global: Contact Center Software (Service) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 12: Global: Contact Center Software (Service) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 13: Global: Contact Center Software (On-premises) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 14: Global: Contact Center Software (On-premises) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 15: Global: Contact Center Software (Cloud-based) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 16: Global: Contact Center Software (Cloud-based) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 17: Global: Contact Center Software (Large Enterprise) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 18: Global: Contact Center Software (Large Enterprise) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 19: Global: Contact Center Software (Small and Medium Enterprise) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 20: Global: Contact Center Software (Small and Medium Enterprise) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 21: Global: Contact Center Software (BFSI) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 22: Global: Contact Center Software (BFSI) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 23: Global: Contact Center Software (Consumer Goods and Retail) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 24: Global: Contact Center Software (Consumer Goods and Retail) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 25: Global: Contact Center Software (Government) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 26: Global: Contact Center Software (Government) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 27: Global: Contact Center Software (Healthcare) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 28: Global: Contact Center Software (Healthcare) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 29: Global: Contact Center Software (IT and Telecom) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 30: Global: Contact Center Software (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 31: Global: Contact Center Software (Travel and Hospitality) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 32: Global: Contact Center Software (Travel and Hospitality) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 33: Global: Contact Center Software (Other End Uses) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 34: Global: Contact Center Software (Other End Uses) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 35: North America: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 36: North America: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 37: United States: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 38: United States: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 39: Canada: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 40: Canada: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 41: Asia-Pacific: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 42: Asia-Pacific: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 43: China: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 44: China: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 45: Japan: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 46: Japan: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 47: India: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 48: India: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 49: South Korea: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 50: South Korea: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 51: Australia: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 52: Australia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 53: Indonesia: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 54: Indonesia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 55: Others: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 56: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 57: Europe: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 58: Europe: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 59: Germany: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 60: Germany: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 61: France: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 62: France: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 63: United Kingdom: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 64: United Kingdom: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 65: Italy: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 66: Italy: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 67: Spain: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 68: Spain: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 69: Russia: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 70: Russia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 71: Others: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 72: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 73: Latin America: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 74: Latin America: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 75: Brazil: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 76: Brazil: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 77: Mexico: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 78: Mexico: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 79: Others: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 80: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 81: Middle East and Africa: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 82: Middle East and Africa: Contact Center Software Market: Breakup by Country (in %), 2022
  • Figure 83: Middle East and Africa: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 84: Global: Contact Center Software Industry: SWOT Analysis
  • Figure 85: Global: Contact Center Software Industry: Value Chain Analysis
  • Figure 86: Global: Contact Center Software Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: Contact Center Software Market: Key Industry Highlights, 2022 and 2028
  • Table 2: Global: Contact Center Software Market Forecast: Breakup by Component (in Million US$), 2023-2028
  • Table 3: Global: Contact Center Software Market Forecast: Breakup by Deployment Mode (in Million US$), 2023-2028
  • Table 4: Global: Contact Center Software Market Forecast: Breakup by Enterprise Size (in Million US$), 2023-2028
  • Table 5: Global: Contact Center Software Market Forecast: Breakup by End Use (in Million US$), 2023-2028
  • Table 6: Global: Contact Center Software Market Forecast: Breakup by Region (in Million US$), 2023-2028
  • Table 7: Global: Contact Center Software Market: Competitive Structure
  • Table 8: Global: Contact Center Software Market: Key Players
目次
Product Code: SR112023A3735

Abstract

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

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

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

Contact Center Software Market Trends/Drivers:

Rising consumer demand for seamless and personalized interactions

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

Increasing adoption of cloud-based solutions that offer flexibility

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

Integration of advanced technologies

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

Contact Center Software Industry Segmentation:

IMARC Group provides an analysis of the key trends in each segment of the global contact center software market report, along with forecasts at the global, regional and country levels from 2023-2028. Our report has categorized the market based on component, deployment mode, enterprise size and end use.

Breakup by Component:

Solution

Automatic Call Distribution (ACD)

Call Recording

Computer Telephony Integration (CTI)

Customer Collaboration

Dialer

Interactive Voice Responses (IVR)

Others

Service

Integration and Deployment

Support and Maintenance

Training and Consulting

Managed Services

Solution (IVR) represents the largest market segment

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

Breakup by Deployment Mode:

On-premises

Cloud-based

Cloud-based accounts for the majority of the market share

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

Breakup by Enterprise Size:

Large Enterprise

Small and Medium Enterprise

Large enterprise holds the biggest market share

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

Breakup by End Use:

BFSI

Consumer Goods and Retail

Government

Healthcare

IT and Telecom

Travel and Hospitality

Others

Consumer goods and retail dominate the market share

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

Breakup by Region:

North America

United States

Canada

Asia-Pacific

China

Japan

India

South Korea

Australia

Indonesia

Others

Europe

Germany

France

United Kingdom

Italy

Spain

Russia

Others

Latin America

Brazil

Mexico

Others

Middle East and Africa

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

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

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

Competitive Landscape:

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

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

Aspect Software

Avaya Inc.

Cisco Systems Inc.

Enghouse Interactive Inc.

Five9 Inc.

Genesys

International Business Machines Corporation

NEC Corporation

Oracle Corporation

SAP SE

Unify Inc. (Atos SE)

Recent Developments:

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

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

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

Key Questions Answered in This Report:

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

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

  • 4.1 Overview
  • 4.2 Key Industry Trends

5 Global Contact Center Software Market

  • 5.1 Market Overview
  • 5.2 Market Performance
  • 5.3 Impact of COVID-19
  • 5.4 Market Forecast

6 Market Breakup by Component

  • 6.1 Solution
    • 6.1.1 Market Trends
    • 6.1.2 Key Segments
      • 6.1.2.1 Automatic Call Distribution (ACD)
      • 6.1.2.2 Call Recording
      • 6.1.2.3 Computer Telephony Integration (CTI)
      • 6.1.2.4 Customer Collaboration
      • 6.1.2.5 Dialer
      • 6.1.2.6 Interactive Voice Responses (IVR)
      • 6.1.2.7 Others
    • 6.1.3 Market Forecast
  • 6.2 Service
    • 6.2.1 Market Trends
    • 6.2.2 Key Segments
      • 6.2.2.1 Integration and Deployment
      • 6.2.2.2 Support and Maintenance
      • 6.2.2.3 Training and Consulting
      • 6.2.2.4 Managed Services
    • 6.2.3 Market Forecast

7 Market Breakup by Deployment Mode

  • 7.1 On-premises
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2 Cloud-based
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast

8 Market Breakup by Enterprise Size

  • 8.1 Large Enterprise
    • 8.1.1 Market Trends
    • 8.1.2 Market Forecast
  • 8.2 Small and Medium Enterprise
    • 8.2.1 Market Trends
    • 8.2.2 Market Forecast

9 Market Breakup by End Use

  • 9.1 BFSI
    • 9.1.1 Market Trends
    • 9.1.2 Market Forecast
  • 9.2 Consumer Goods and Retail
    • 9.2.1 Market Trends
    • 9.2.2 Market Forecast
  • 9.3 Government
    • 9.3.1 Market Trends
    • 9.3.2 Market Forecast
  • 9.4 Healthcare
    • 9.4.1 Market Trends
    • 9.4.2 Market Forecast
  • 9.5 IT and Telecom
    • 9.5.1 Market Trends
    • 9.5.2 Market Forecast
  • 9.6 Travel and Hospitality
    • 9.6.1 Market Trends
    • 9.6.2 Market Forecast
  • 9.7 Others
    • 9.7.1 Market Trends
    • 9.7.2 Market Forecast

10 Market Breakup by Region

  • 10.1 North America
    • 10.1.1 United States
      • 10.1.1.1 Market Trends
      • 10.1.1.2 Market Forecast
    • 10.1.2 Canada
      • 10.1.2.1 Market Trends
      • 10.1.2.2 Market Forecast
  • 10.2 Asia-Pacific
    • 10.2.1 China
      • 10.2.1.1 Market Trends
      • 10.2.1.2 Market Forecast
    • 10.2.2 Japan
      • 10.2.2.1 Market Trends
      • 10.2.2.2 Market Forecast
    • 10.2.3 India
      • 10.2.3.1 Market Trends
      • 10.2.3.2 Market Forecast
    • 10.2.4 South Korea
      • 10.2.4.1 Market Trends
      • 10.2.4.2 Market Forecast
    • 10.2.5 Australia
      • 10.2.5.1 Market Trends
      • 10.2.5.2 Market Forecast
    • 10.2.6 Indonesia
      • 10.2.6.1 Market Trends
      • 10.2.6.2 Market Forecast
    • 10.2.7 Others
      • 10.2.7.1 Market Trends
      • 10.2.7.2 Market Forecast
  • 10.3 Europe
    • 10.3.1 Germany
      • 10.3.1.1 Market Trends
      • 10.3.1.2 Market Forecast
    • 10.3.2 France
      • 10.3.2.1 Market Trends
      • 10.3.2.2 Market Forecast
    • 10.3.3 United Kingdom
      • 10.3.3.1 Market Trends
      • 10.3.3.2 Market Forecast
    • 10.3.4 Italy
      • 10.3.4.1 Market Trends
      • 10.3.4.2 Market Forecast
    • 10.3.5 Spain
      • 10.3.5.1 Market Trends
      • 10.3.5.2 Market Forecast
    • 10.3.6 Russia
      • 10.3.6.1 Market Trends
      • 10.3.6.2 Market Forecast
    • 10.3.7 Others
      • 10.3.7.1 Market Trends
      • 10.3.7.2 Market Forecast
  • 10.4 Latin America
    • 10.4.1 Brazil
      • 10.4.1.1 Market Trends
      • 10.4.1.2 Market Forecast
    • 10.4.2 Mexico
      • 10.4.2.1 Market Trends
      • 10.4.2.2 Market Forecast
    • 10.4.3 Others
      • 10.4.3.1 Market Trends
      • 10.4.3.2 Market Forecast
  • 10.5 Middle East and Africa
    • 10.5.1 Market Trends
    • 10.5.2 Market Breakup by Country
    • 10.5.3 Market Forecast

11 SWOT Analysis

  • 11.1 Overview
  • 11.2 Strengths
  • 11.3 Weaknesses
  • 11.4 Opportunities
  • 11.5 Threats

12 Value Chain Analysis

13 Porters Five Forces Analysis

  • 13.1 Overview
  • 13.2 Bargaining Power of Buyers
  • 13.3 Bargaining Power of Suppliers
  • 13.4 Degree of Competition
  • 13.5 Threat of New Entrants
  • 13.6 Threat of Substitutes

14 Price Analysis

15 Competitive Landscape

  • 15.1 Market Structure
  • 15.2 Key Players
  • 15.3 Profiles of Key Players
    • 15.3.1 Aspect Software
      • 15.3.1.1 Company Overview
      • 15.3.1.2 Product Portfolio
    • 15.3.2 Avaya Inc.
      • 15.3.2.1 Company Overview
      • 15.3.2.2 Product Portfolio
    • 15.3.3 Cisco Systems Inc.
      • 15.3.3.1 Company Overview
      • 15.3.3.2 Product Portfolio
    • 15.3.4 Enghouse Interactive Inc.
      • 15.3.4.1 Company Overview
      • 15.3.4.2 Product Portfolio
    • 15.3.5 Five9 Inc.
      • 15.3.5.1 Company Overview
      • 15.3.5.2 Product Portfolio
      • 15.3.5.3 Financials
    • 15.3.6 Genesys
      • 15.3.6.1 Company Overview
      • 15.3.6.2 Product Portfolio
    • 15.3.7 International Business Machines Corporation
      • 15.3.7.1 Company Overview
      • 15.3.7.2 Product Portfolio
      • 15.3.7.3 Financials
      • 15.3.7.4 SWOT Analysis
    • 15.3.8 NEC Corporation
      • 15.3.8.1 Company Overview
      • 15.3.8.2 Product Portfolio
      • 15.3.8.3 Financials
      • 15.3.8.4 SWOT Analysis
    • 15.3.9 Oracle Corporation
      • 15.3.9.1 Company Overview
      • 15.3.9.2 Product Portfolio
      • 15.3.9.3 Financials
      • 15.3.9.4 SWOT Analysis
    • 15.3.10 SAP SE
      • 15.3.10.1 Company Overview
      • 15.3.10.2 Product Portfolio
      • 15.3.10.3 Financials
      • 15.3.10.4 SWOT Analysis
    • 15.3.11 Unify Inc. (Atos SE)
      • 15.3.11.1 Company Overview
      • 15.3.11.2 Product Portfolio