コンタクトセンターソフトウェア市場：サービス別、タイプ別、展開別、業種別-2023～2030年の世界予測

コンタクトセンターソフトウェアの世界市場は、2023年にCAGR 13.11%で310億5,000万米ドル、2030年には驚異的な736億8,000万米ドルに達すると予測され、大きく成長すると予測されています。

FPNVポジショニング・マトリックス

FPNVポジショニングマトリックスは世界のコンタクトセンターソフトウェア市場を評価するために不可欠です。ビジネス戦略と製品満足度の主要指標を調査することで、ベンダーの包括的な評価を提供し、ユーザーは特定のニーズに基づいた情報をもとに意思決定を行うことができます。この高度な分析により、ベンダーは成功の度合いが異なる4つの象限に整理されます：フォアフロント（F）、パスファインダー（P）、ニッチ（N）、バイタル（V）です。

市場シェア分析

市場シェア分析では、特定の市場領域におけるベンダーの現状を洞察することができます。全体的な収益、顧客基盤、その他の主要指標に対するベンダーの貢献度を比較することで、企業が市場シェアを争う際に、自社の業績や直面している状況をより深く理解することができます。また、本分析では、調査した基準年において、特定のセクターがどの程度競合しているのか、蓄積、断片化の優位性、合併の特徴についても明らかにしています。

本レポートは、以下のポイントに関する洞察を提供します：

1.市場の浸透度：主要企業が提供する市場に関する包括的な情報を提供します。

2.市場の発展：有利な新興市場に関する詳細情報を提供し、市場の成熟セグメントにおける浸透度を分析します。

3.市場の多様化：新製品の上市、未開発地域、最近の開発、投資に関する詳細情報を提供します。

4.市場の動向：COVID-19、ロシア・ウクライナ紛争、高インフレの累積的な影響を包括的に理解することができます。

5.競合の評価と情報：主要企業の市場シェア、戦略、製品、認証、規制状況、特許状況、製造能力を網羅的に評価します。

6.製品開発およびイノベーション：将来技術、研究開発活動、画期的な製品開発に関する知的洞察を提供します。

本レポートは、以下のような質問にお答えします：

1.コンタクトセンターソフトウェアの世界市場規模および予測は？

2.予測期間中、世界のコンタクトセンターソフトウェア市場を形成するCOVID-19の阻害要因と影響は？

3.コンタクトセンターソフトウェアの世界市場において予測期間中に投資すべき製品/セグメント/アプリケーション/分野は？

4.コンタクトセンターソフトウェアの世界市場における競争戦略は？

5.コンタクトセンターソフトウェアの世界市場における技術動向と規制の枠組みは？

6.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ベンダーの市場シェアは？

7.コンタクトセンターソフトウェアの世界市場への参入には、どのような形態や戦略的な動きが適していると考えられるか？

目次

第1章 序文

第2章 調査手法

第3章 エグゼクティブサマリー

第4章 市場の概要

第5章 市場洞察

• 市場力学
  • 促進要因
    • オムニチャネルコミュニケーションの普及を促進する
    • 動的な顧客の要件に応える必要がある
    • クラウドベースの仮想コンタクトセンターソリューションの導入が拡大
  • 抑制要因
    • レガシーシステムとの複雑な統合
  • 機会
    • 顧客によるソーシャルメディアの利用
    • コンタクトセンターソフトウェアに先進テクノロジーを統合
  • 課題
    • 離職率が高いため、コンタクトセンターの従業員を継続的にトレーニングする必要がある
• 市場動向
• COVID-19の累積的な影響
• ロシア・ウクライナ紛争の累積的影響
• 高インフレの累積的影響
• ポーターのファイブフォース分析
• バリューチェーンとクリティカルパス分析
• 規制の枠組み
• 顧客のカスタマイズ

第6章 コンタクトセンターソフトウェア市場：サービス別

• マネージドサービス
• プロフェッショナルサービス

第7章 コンタクトセンターソフトウェア市場：タイプ別

• インバウンド
• 統合
• オムニチャネル
• アウトバウンド
• レポートと分析
• 労働力の最適化

第8章 コンタクトセンターソフトウェア市場：展開別

• オンクラウド
• オンプレミス

第9章 コンタクトセンターソフトウェア市場バーティカルズ別

• 銀行、金融サービス、保険
• 消費財と小売
• 政府
• ヘルスケア
• ITとテレコム
• メディアとエンターテイメント
• 旅行とホスピタリティ

第10章 南北アメリカのコンタクトセンターソフトウェア市場

• アルゼンチン
• ブラジル
• カナダ
• メキシコ
• 米国

第11章 アジア太平洋地域のコンタクトセンターソフトウェア市場

• オーストラリア
• 中国
• インド
• インドネシア
• 日本
• マレーシア
• フィリピン
• シンガポール
• 韓国
• 台湾
• タイ
• ベトナム

第12章 欧州・中東・アフリカのコンタクトセンターソフトウェア市場

• デンマーク
• エジプト
• フィンランド
• フランス
• ドイツ
• イスラエル
• イタリア
• オランダ
• ナイジェリア
• ノルウェー
• ポーランド
• カタール
• ロシア
• サウジアラビア
• 南アフリカ
• スペイン
• スウェーデン
• スイス
• トルコ
• アラブ首長国連邦
• 英国

第13章 競合情勢

• FPNVポジショニングマトリクス
• 市場シェア分析：主要企業別
• 競合シナリオ分析：主要企業別

第14章 掲載企業一覧

第15章 付録

• ディスカッションガイド
• ライセンスと価格について

LIST OF FIGURES

• FIGURE 1. CONTACT CENTER SOFTWARE MARKET RESEARCH PROCESS
• FIGURE 2. CONTACT CENTER SOFTWARE MARKET SIZE, 2022 VS 2030
• FIGURE 3. CONTACT CENTER SOFTWARE MARKET SIZE, 2018-2030 (USD MILLION)
• FIGURE 4. CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2022 VS 2030 (%)
• FIGURE 5. CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2022 VS 2030 (%)
• FIGURE 6. CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2022 VS 2030 (%)
• FIGURE 7. CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2022 VS 2030 (%)
• FIGURE 8. CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2022 VS 2030 (%)
• FIGURE 9. CONTACT CENTER SOFTWARE MARKET DYNAMICS
• FIGURE 10. CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 11. CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 12. CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 13. CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 14. AMERICAS CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 15. UNITED STATES CONTACT CENTER SOFTWARE MARKET SIZE, BY STATE, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 16. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 17. EUROPE, MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 18. CONTACT CENTER SOFTWARE MARKET, FPNV POSITIONING MATRIX, 2022
• FIGURE 19. CONTACT CENTER SOFTWARE MARKET SHARE, BY KEY PLAYER, 2022

LIST OF TABLES

• TABLE 1. CONTACT CENTER SOFTWARE MARKET SEGMENTATION & COVERAGE
• TABLE 2. UNITED STATES DOLLAR EXCHANGE RATE, 2018-2022
• TABLE 3. CONTACT CENTER SOFTWARE MARKET SIZE, 2018-2030 (USD MILLION)
• TABLE 4. CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 5. CONTACT CENTER SOFTWARE MARKET SIZE, BY MANAGED SERVICES, BY REGION, 2018-2030 (USD MILLION)
• TABLE 6. CONTACT CENTER SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICES, BY REGION, 2018-2030 (USD MILLION)
• TABLE 7. CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 8. CONTACT CENTER SOFTWARE MARKET SIZE, BY INBOUND, BY REGION, 2018-2030 (USD MILLION)
• TABLE 9. CONTACT CENTER SOFTWARE MARKET SIZE, BY INTEGRATION, BY REGION, 2018-2030 (USD MILLION)
• TABLE 10. CONTACT CENTER SOFTWARE MARKET SIZE, BY OMNI-CHANNEL, BY REGION, 2018-2030 (USD MILLION)
• TABLE 11. CONTACT CENTER SOFTWARE MARKET SIZE, BY OUTBOUND, BY REGION, 2018-2030 (USD MILLION)
• TABLE 12. CONTACT CENTER SOFTWARE MARKET SIZE, BY REPORTING & ANALYTICS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 13. CONTACT CENTER SOFTWARE MARKET SIZE, BY WORKFORCE OPTIMIZATION, BY REGION, 2018-2030 (USD MILLION)
• TABLE 14. CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 15. CONTACT CENTER SOFTWARE MARKET SIZE, BY ON-CLOUD, BY REGION, 2018-2030 (USD MILLION)
• TABLE 16. CONTACT CENTER SOFTWARE MARKET SIZE, BY ON-PREMISES, BY REGION, 2018-2030 (USD MILLION)
• TABLE 17. CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 18. CONTACT CENTER SOFTWARE MARKET SIZE, BY BANKING, FINANCIAL SERVICES & INSURANCE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 19. CONTACT CENTER SOFTWARE MARKET SIZE, BY CONSUMER GOODS & RETAIL, BY REGION, 2018-2030 (USD MILLION)
• TABLE 20. CONTACT CENTER SOFTWARE MARKET SIZE, BY GOVERNMENT, BY REGION, 2018-2030 (USD MILLION)
• TABLE 21. CONTACT CENTER SOFTWARE MARKET SIZE, BY HEALTHCARE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 22. CONTACT CENTER SOFTWARE MARKET SIZE, BY IT AND TELECOM, BY REGION, 2018-2030 (USD MILLION)
• TABLE 23. CONTACT CENTER SOFTWARE MARKET SIZE, BY MEDIA & ENTERTAINMENT, BY REGION, 2018-2030 (USD MILLION)
• TABLE 24. CONTACT CENTER SOFTWARE MARKET SIZE, BY TRAVEL & HOSPITALITY, BY REGION, 2018-2030 (USD MILLION)
• TABLE 25. AMERICAS CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 26. AMERICAS CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 27. AMERICAS CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 28. AMERICAS CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 29. AMERICAS CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 30. ARGENTINA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 31. ARGENTINA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 32. ARGENTINA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 33. ARGENTINA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 34. BRAZIL CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 35. BRAZIL CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 36. BRAZIL CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 37. BRAZIL CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 38. CANADA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 39. CANADA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 40. CANADA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 41. CANADA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 42. MEXICO CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 43. MEXICO CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 44. MEXICO CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 45. MEXICO CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 46. UNITED STATES CONTACT CENTER SOFTWARE MARKET SIZE, BY STATE, 2018-2030 (USD MILLION)
• TABLE 47. UNITED STATES CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 48. UNITED STATES CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 49. UNITED STATES CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 50. UNITED STATES CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 51. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 52. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 53. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 54. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 55. ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 56. AUSTRALIA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 57. AUSTRALIA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 58. AUSTRALIA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 59. AUSTRALIA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 60. CHINA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 61. CHINA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 62. CHINA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 63. CHINA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 64. INDIA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 65. INDIA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 66. INDIA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 67. INDIA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 68. INDONESIA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 69. INDONESIA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 70. INDONESIA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 71. INDONESIA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 72. JAPAN CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 73. JAPAN CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 74. JAPAN CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 75. JAPAN CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 76. MALAYSIA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 77. MALAYSIA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 78. MALAYSIA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 79. MALAYSIA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 80. PHILIPPINES CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 81. PHILIPPINES CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 82. PHILIPPINES CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 83. PHILIPPINES CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 84. SINGAPORE CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 85. SINGAPORE CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 86. SINGAPORE CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 87. SINGAPORE CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 88. SOUTH KOREA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 89. SOUTH KOREA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 90. SOUTH KOREA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 91. SOUTH KOREA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 92. TAIWAN CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 93. TAIWAN CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 94. TAIWAN CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 95. TAIWAN CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 96. THAILAND CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 97. THAILAND CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 98. THAILAND CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 99. THAILAND CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 100. VIETNAM CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 101. VIETNAM CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 102. VIETNAM CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 103. VIETNAM CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 104. EUROPE, MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 105. EUROPE, MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 106. EUROPE, MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 107. EUROPE, MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 108. EUROPE, MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 109. DENMARK CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 110. DENMARK CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 111. DENMARK CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 112. DENMARK CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 113. EGYPT CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 114. EGYPT CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 115. EGYPT CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 116. EGYPT CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 117. FINLAND CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 118. FINLAND CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 119. FINLAND CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 120. FINLAND CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 121. FRANCE CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 122. FRANCE CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 123. FRANCE CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 124. FRANCE CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 125. GERMANY CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 126. GERMANY CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 127. GERMANY CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 128. GERMANY CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 129. ISRAEL CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 130. ISRAEL CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 131. ISRAEL CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 132. ISRAEL CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 133. ITALY CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 134. ITALY CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 135. ITALY CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 136. ITALY CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 137. NETHERLANDS CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 138. NETHERLANDS CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 139. NETHERLANDS CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 140. NETHERLANDS CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 141. NIGERIA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 142. NIGERIA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 143. NIGERIA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 144. NIGERIA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 145. NORWAY CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 146. NORWAY CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 147. NORWAY CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 148. NORWAY CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 149. POLAND CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 150. POLAND CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 151. POLAND CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 152. POLAND CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 153. QATAR CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 154. QATAR CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 155. QATAR CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 156. QATAR CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 157. RUSSIA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 158. RUSSIA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 159. RUSSIA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 160. RUSSIA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 161. SAUDI ARABIA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 162. SAUDI ARABIA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 163. SAUDI ARABIA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 164. SAUDI ARABIA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 165. SOUTH AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 166. SOUTH AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 167. SOUTH AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 168. SOUTH AFRICA CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 169. SPAIN CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 170. SPAIN CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 171. SPAIN CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 172. SPAIN CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 173. SWEDEN CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 174. SWEDEN CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 175. SWEDEN CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 176. SWEDEN CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 177. SWITZERLAND CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 178. SWITZERLAND CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 179. SWITZERLAND CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 180. SWITZERLAND CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 181. TURKEY CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 182. TURKEY CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 183. TURKEY CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 184. TURKEY CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 185. UNITED ARAB EMIRATES CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 186. UNITED ARAB EMIRATES CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 187. UNITED ARAB EMIRATES CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 188. UNITED ARAB EMIRATES CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 189. UNITED KINGDOM CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICES, 2018-2030 (USD MILLION)
• TABLE 190. UNITED KINGDOM CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2018-2030 (USD MILLION)
• TABLE 191. UNITED KINGDOM CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 192. UNITED KINGDOM CONTACT CENTER SOFTWARE MARKET SIZE, BY VERTICALS, 2018-2030 (USD MILLION)
• TABLE 193. CONTACT CENTER SOFTWARE MARKET, FPNV POSITIONING MATRIX, 2022
• TABLE 194. CONTACT CENTER SOFTWARE MARKET SHARE, BY KEY PLAYER, 2022
• TABLE 195. CONTACT CENTER SOFTWARE MARKET LICENSE & PRICING

The Global Contact Center Software Market is forecasted to grow significantly, with a projected USD 31.05 billion in 2023 at a CAGR of 13.11% and expected to reach a staggering USD 73.68 billion by 2030.

The Cumulative Impact of COVID-19, the Russia-Ukraine Conflict, and High Inflation is expected to have significant long-term effects on the Global Contact Center Software Market. The ongoing research considers the changes in consumer behavior, supply chain disruptions, and government interventions caused by the pandemic. Similarly, the report considers the ongoing political and economic uncertainty in Eastern Europe caused by the Russia-Ukraine Conflict and its potential implications for demand-supply balances, pressure on pricing variants, and import/export and trading. Additionally, the report addresses the impact of High Inflation on the global economy and details fiscal policies measuring and reducing its effects on demand, supply, cash flow, and currency exchange.

Market Segmentation & Coverage:

This research report categorizes the Global Contact Center Software Market in order to forecast the revenues and analyze trends in each of following sub-markets:

Based on Services, market is studied across Managed Services and Professional Services. The Professional Services is projected to witness significant market share during forecast period.

Based on Type, market is studied across Inbound, Integration, Omni-Channel, Outbound, Reporting & Analytics, and Workforce Optimization. The Workforce Optimization is projected to witness significant market share during forecast period.

Based on Deployment, market is studied across On-Cloud and On-Premises. The On-Premises is projected to witness significant market share during forecast period.

Based on Verticals, market is studied across Banking, Financial Services & Insurance, Consumer Goods & Retail, Government, Healthcare, IT and Telecom, Media & Entertainment, and Travel & Hospitality. The Consumer Goods & Retail is projected to witness significant market share during forecast period.

Based on Region, market is studied across Americas, Asia-Pacific, and Europe, Middle East & Africa. The Americas is further studied across Argentina, Brazil, Canada, Mexico, and United States. The United States is further studied across California, Florida, Illinois, New York, Ohio, Pennsylvania, and Texas. The Asia-Pacific is further studied across Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam. The Europe, Middle East & Africa is further studied across Denmark, Egypt, Finland, France, Germany, Israel, Italy, Netherlands, Nigeria, Norway, Poland, Qatar, Russia, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, and United Kingdom. The Americas commanded largest market share of 38.75% in 2022, followed by Europe, Middle East & Africa.

Market Statistics:

The report provides market sizing and forecasts across 7 major currencies - USD, EUR, JPY, GBP, AUD, CAD, and CHF; multiple currency support helps organization leaders to make well-informed decisions. In this report, 2018 to 2021 are considered as historical years, 2022 is base year, 2023 is estimated year, and years from 2024 to 2030 are considered as forecast period.

FPNV Positioning Matrix:

The FPNV Positioning Matrix is essential for assessing the Global Contact Center Software Market. It provides a comprehensive evaluation of vendors by examining key metrics within Business Strategy and Product Satisfaction, allowing users to make informed decisions based on their specific needs. This advanced analysis then organizes these vendors into four distinct quadrants, which represent varying levels of success: Forefront (F), Pathfinder (P), Niche (N), or Vital(V).

Market Share Analysis:

The Market Share Analysis offers an insightful look at the current state of vendors in a particular market space. By comparing vendor contributions to overall revenue, customer base, and other key metrics, we can give companies a greater understanding of their performance and what they are up against when competing for market share. The analysis also sheds light on just how competitive any given sector is about accumulation, fragmentation dominance, and amalgamation traits over the base year period studied.

The report provides insights on the following pointers:

1. Market Penetration: Provides comprehensive information on the market offered by the key players

2. Market Development: Provides in-depth information about lucrative emerging markets and analyzes penetration across mature segments of the markets

3. Market Diversification: Provides detailed information about new product launches, untapped geographies, recent developments, and investments

4. Market Trends: Provides comprehensive understanding of the Cumulative Impact of COVID-19, the Russia-Ukraine Conflict, and the High Inflation

5. Competitive Assessment & Intelligence: Provides an exhaustive assessment of market shares, strategies, products, certification, regulatory approvals, patent landscape, and manufacturing capabilities of the leading players

6. Product Development & Innovation: Provides intelligent insights on future technologies, R&D activities, and breakthrough product developments

The report answers questions such as:

1. What is the market size and forecast of the Global Contact Center Software Market?

2. What are the inhibiting factors and impact of COVID-19 shaping the Global Contact Center Software Market during the forecast period?

3. Which are the products/segments/applications/areas to invest in over the forecast period in the Global Contact Center Software Market?

4. What is the competitive strategic window for opportunities in the Global Contact Center Software Market?

5. What are the technology trends and regulatory frameworks in the Global Contact Center Software Market?

6. What is the market share of the leading vendors in the Global Contact Center Software Market?

7. What modes and strategic moves are considered suitable for entering the Global Contact Center Software Market?

Table of Contents

1. Preface

• 1.1. Objectives of the Study
• 1.2. Market Segmentation & Coverage
• 1.3. Years Considered for the Study
• 1.4. Currency & Pricing
• 1.5. Language
• 1.6. Limitations
• 1.7. Assumptions
• 1.8. Stakeholders

2. Research Methodology

• 2.1. Define: Research Objective
• 2.2. Determine: Research Design
• 2.3. Prepare: Research Instrument
• 2.4. Collect: Data Source
• 2.5. Analyze: Data Interpretation
• 2.6. Formulate: Data Verification
• 2.7. Publish: Research Report
• 2.8. Repeat: Report Update

3. Executive Summary

4. Market Overview

• 4.1. Introduction
• 4.2. Contact Center Software Market, by Services, 2022 vs 2030
• 4.3. Contact Center Software Market, by Type, 2022 vs 2030
• 4.4. Contact Center Software Market, by Deployment, 2022 vs 2030
• 4.5. Contact Center Software Market, by Verticals, 2022 vs 2030
• 4.6. Contact Center Software Market, by Region, 2022 vs 2030

5. Market Insights

• 5.1. Market Dynamics
  • 5.1.1. Drivers
    • 5.1.1.1. Increase penetration of omnichannel communication
    • 5.1.1.2. Need to cater to dynamic customer requirements
    • 5.1.1.3. Growing adoption of cloud-based and virtual contact center solutions
  • 5.1.2. Restraints
    • 5.1.2.1. Complicated integration with legacy system
  • 5.1.3. Opportunities
    • 5.1.3.1. Use of social media by customers
    • 5.1.3.2. Integration of advanced technologies in contact center software
  • 5.1.4. Challenges
    • 5.1.4.1. Constant need to train contact center employees due to high attrition rate
• 5.2. Market Trends
• 5.3. Cumulative Impact of COVID-19
• 5.4. Cumulative Impact of Russia-Ukraine Conflict
• 5.5. Cumulative Impact of High Inflation
• 5.6. Porter's Five Forces Analysis
  • 5.6.1. Threat of New Entrants
  • 5.6.2. Threat of Substitutes
  • 5.6.3. Bargaining Power of Customers
  • 5.6.4. Bargaining Power of Suppliers
  • 5.6.5. Industry Rivalry
• 5.7. Value Chain & Critical Path Analysis
• 5.8. Regulatory Framework
• 5.9. Client Customization

6. Contact Center Software Market, by Services

• 6.1. Introduction
• 6.2. Managed Services
• 6.3. Professional Services

7. Contact Center Software Market, by Type

• 7.1. Introduction
• 7.2. Inbound
• 7.3. Integration
• 7.4. Omni-Channel
• 7.5. Outbound
• 7.6. Reporting & Analytics
• 7.7. Workforce Optimization

8. Contact Center Software Market, by Deployment

• 8.1. Introduction
• 8.2. On-Cloud
• 8.3. On-Premises

9. Contact Center Software Market, by Verticals

• 9.1. Introduction
• 9.2. Banking, Financial Services & Insurance
• 9.3. Consumer Goods & Retail
• 9.4. Government
• 9.5. Healthcare
• 9.6. IT and Telecom
• 9.7. Media & Entertainment
• 9.8. Travel & Hospitality

10. Americas Contact Center Software Market

• 10.1. Introduction
• 10.2. Argentina
• 10.3. Brazil
• 10.4. Canada
• 10.5. Mexico
• 10.6. United States

11. Asia-Pacific Contact Center Software Market

• 11.1. Introduction
• 11.2. Australia
• 11.3. China
• 11.4. India
• 11.5. Indonesia
• 11.6. Japan
• 11.7. Malaysia
• 11.8. Philippines
• 11.9. Singapore
• 11.10. South Korea
• 11.11. Taiwan
• 11.12. Thailand
• 11.13. Vietnam

12. Europe, Middle East & Africa Contact Center Software Market

• 12.1. Introduction
• 12.2. Denmark
• 12.3. Egypt
• 12.4. Finland
• 12.5. France
• 12.6. Germany
• 12.7. Israel
• 12.8. Italy
• 12.9. Netherlands
• 12.10. Nigeria
• 12.11. Norway
• 12.12. Poland
• 12.13. Qatar
• 12.14. Russia
• 12.15. Saudi Arabia
• 12.16. South Africa
• 12.17. Spain
• 12.18. Sweden
• 12.19. Switzerland
• 12.20. Turkey
• 12.21. United Arab Emirates
• 12.22. United Kingdom

13. Competitive Landscape

• 13.1. FPNV Positioning Matrix
• 13.2. Market Share Analysis, By Key Player
• 13.3. Competitive Scenario Analysis, By Key Player

14. List of Company Mentioned

15. Appendix

• 15.1. Discussion Guide
• 15.2. License & Pricing