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市場調査レポート
商品コード
1330293

コンタクトセンターソフトウェアの世界市場：コンポーネント別、組織規模別、展開方式別、業界別、地域別 - 予測（～2028年）

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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英文 331 Pages
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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=144.64円
コンタクトセンターソフトウェアの世界市場：コンポーネント別、組織規模別、展開方式別、業界別、地域別 - 予測（～2028年）
出版日: 2023年07月31日
発行: MarketsandMarkets
ページ情報: 英文 331 Pages
納期: 即納可能 即納可能とは
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  • 目次
概要

世界のコンタクトセンターソフトウェアの市場規模は、2023年の419億米ドルから2028年までに1,097億米ドルに達し、予測期間中にCAGRで21.2％の成長が予測されています。

個別化・合理化された顧客対応への需要の高まりが、市場成長を促進しています。

組織規模別では、中小企業セグメントが予測期間中にもっとも高いCAGRを持ちます。

予算の制約から、中小企業はコンタクトセンターソフトウェアのプロセスを手作業に頼っています。しかし、市場競合の激化により、中小企業はコンタクトセンターソフトウェアソリューションに投資し、大幅な業務効率化を実現するようになっています。予算と人員の制約により、中小企業は柔軟性と拡張性があり、コスト効率の高いソリューションを求めています。中小企業は、革新的なコンタクトセンターソリューションを取り入れることで、世界の規制基準に基づいて顧客とエージェントのやり取りや従業員の実績を管理し、コンタクトセンターのエージェントと顧客のエンゲージメントを加速し、顧客体験を向上させています。中小企業は、効果的なカスタマーサービスとアテンションの価値と重要性を認識しています。中小企業は、顧客とのやり取りを改善し、顧客満足度を高め、競争優位性を獲得するため、コンタクトセンターソフトウェアに投資しています。

業界別では、消費財・小売業界がが予測期間中にもっとも高いCAGRを持ちます。

小売・消費財業界は顧客中心主義であり、顧客体験の向上と顧客維持に期待しています。また、従業員と顧客の定着でともに評判の高いブランドイメージを維持しようとするため、IT予算は膨大なものとなっています。そのため、小売企業は重要な経営課題に対処し、利益を最大化するために、アドバンストアナリティクスを導入するケースが増えています。コンタクトセンターソリューションは、小売企業が顧客中心の市場戦略を策定し、過去の購買行動や顧客の選好、リアルタイムの顧客とのやり取りに基づいて迅速な意思決定を行うのに役立ちます。

地域別では、欧州が予測期間中に第2位の市場シェアを占めます。

欧州は、複数の主要小売企業や製造企業が堅牢で拡張性の高いITインフラソリューションを求めており、ビジネスニーズが多様化しています。同地域は、ユーザーデータのプライバシーに関する規制やセキュリティ基準が厳しいため、クラウドプロバイダーにとっては常に厳しい市場となっています。欧州にもデータプライバシーとセキュリティに関する厳しい規則や規制があるため、さまざまなコンタクトセンターソフトウェアプロバイダーが、企業のデータローカライゼーションのニーズに対応し、同地域の消費者プライバシー規制を遵守するためにソリューションを改善してきました。欧州のBFSI業界は、顧客志向のサービスと経済的価値の創造に重点を置いています。クラウドベースのコンタクトセンターソリューションは、費用対効果、拡張性、使いやすさなど、オンプレミスソリューションと比較していくつかの利点があるため、欧州では人気が高まっています。顧客は、電話、電子メール、チャット、ソーシャルメディアなど、複数のチャネルを使って企業に問い合わせることが増えています。企業は、すべてのチャネルでシームレスな顧客体験を提供できなければなりません。そのためには、オムニチャネルのカスタマーサービスをサポートするコンタクトセンターソフトウェアが必要です。

当レポートでは、世界のコンタクトセンターソフトウェア市場について調査分析し、主な促進要因と抑制要因、競合情勢、将来の動向などの情報を提供しています。

目次

第1章 イントロダクション

第2章 調査手法

第3章 エグゼクティブサマリー

第4章 主要考察

  • コンタクトセンターソフトウェア市場の主要企業にとっての魅力的な機会
  • コンタクトセンターソフトウェア市場：コンポーネント別（2023年・2023年2028年）
  • コンタクトセンターソフトウェア市場：ソリューション別（2023年・2028年）
  • コンタクトセンターソフトウェア市場：サービス別（2023年・2028年）
  • コンタクトセンターソフトウェア市場、組織規模別（2023年・2023年2028年）
  • コンタクトセンターソフトウェア市場：展開方式別（2023年・2023年2028年）
  • コンタクトセンターソフトウェア市場：業界別（2023年・2028年）
  • コンタクトセンターソフトウェア市場：地域のシナリオ（2023年～2028年）

第5章 市場の概要と業界動向

  • イントロダクション
  • 市場力学
    • 促進要因
    • 抑制要因
    • 機会
    • 課題
  • ケーススタディ分析
  • サプライチェーン分析
  • エコシステム/市場マップ
  • 技術分析
  • 価格分析
  • 特許分析
  • ポーターのファイブフォース分析
  • 関税と規制情勢
    • 北米
    • 欧州
    • アジア太平洋
    • 中東・南アフリカ
    • ラテンアメリカ
  • 主な会議とイベント（2023年～2024年）
  • 購買者/クライアントのビジネスに影響を与える動向/混乱
  • 主なステークホルダーと購入基準
    • 購入プロセスにおける主なステークホルダー
    • 購入基準
  • ビジネスモデル分析
    • オンプレミスビジネスモデル
    • ホストビジネスモデル
    • クラウドベースビジネスモデル

第6章 コンタクトセンターソフトウェア市場：コンポーネント別

  • イントロダクション
  • ソリューション
  • サービス

第7章 コンタクトセンターソフトウェア市場：展開方式別

  • イントロダクション
  • オンプレミス
  • クラウド

第8章 コンタクトセンターソフトウェア市場：組織規模別

  • イントロダクション
  • 大企業
  • 中小企業（SMEs）

第9章 コンタクトセンターソフトウェア市場：業界別

  • イントロダクション
  • BFSI
  • 通信
  • 医療・ライフサイエンス
  • IT・ITES
  • 製造
  • 小売・消費財
  • 政府・公共部門
  • エネルギー・公共事業
  • その他の業界

第10章 コンタクトセンターソフトウェア市場：地域別

  • イントロダクション
  • 北米
    • 北米：コンタクトセンターソフトウェア市場の促進要因
    • 北米：不況の影響
    • 北米：規制情勢
    • 米国
    • カナダ
  • 欧州
    • 欧州：コンタクトセンターソフトウェア市場の促進要因
    • 欧州：不況の影響
    • 欧州：規制情勢
    • 英国
    • ドイツ
    • フランス
    • ベルギー
    • その他の欧州
  • アジア太平洋
    • アジア太平洋：コンタクトセンターソフトウェア市場の促進要因
    • アジア太平洋：不況の影響
    • アジア太平洋：規制情勢
    • 中国
    • 日本
    • オーストラリア・ニュージーランド
    • その他のアジア太平洋
  • 中東・アフリカ
    • 中東・アフリカ：コンタクトセンターソフトウェア市場の促進要因
    • 中東・アフリカ：不況の影響
    • 中東・アフリカ：規制情勢
    • サウジアラビア
    • アラブ首長国連邦
    • その他の中東・アフリカ
  • ラテンアメリカ
    • ラテンアメリカ：コンタクトセンターソフトウェア市場の促進要因
    • ラテンアメリカ：不況の影響
    • ラテンアメリカ：規制情勢
    • ブラジル
    • メキシコ
    • その他のラテンアメリカ

第11章 競合情勢

  • 概要
  • 主要企業が採用した戦略
  • 収益実績の分析
  • 市場シェア分析
  • 主要企業の市場ランキング
  • 世界の主な市場参入企業のスナップショット
  • 主要企業の競合ベンチマーキング
  • 主要企業の評価マトリクス（2023年）
  • スタートアップ/中小企業の評価マトリクス（2023年）
  • スタートアップ/中小企業の競合ベンチマーキング
  • コンタクトセンターソフトウェアベンダーの評価と財務指標
  • 競合シナリオ

第12章 企業プロファイル

  • イントロダクション
  • 主要企業
    • GENESYS
    • NICE
    • IBM
    • AWS
    • FIVE9
    • TWILIO
    • MITEL
    • CISCO
    • BT GROUP
    • VERIZON
    • AVAYA
    • VONAGE
    • 8X8
    • TALKDESK
  • その他の企業
    • ALCATEL-LUCENT ENTERPRISE
    • SINCH
    • ORACLE
    • RINGCENTRAL
    • LIFESIZE
    • CONTENT GURU
    • ALVARIA
    • ENGHOUSE INTERACTIVE
    • 3CLOGIC INC
    • AMEYO
    • NEC CORPORATION
    • WEST TECHNOLOGY GROUP
    • ZTE CORPORATION
  • スタートアップ/中小企業
    • VOCALCOM
    • EVOLVE IP
    • UJET
    • AMTELCO
    • AVOXI
    • VCC LIVE
    • GLIA TECHNOLOGIES
    • BRIGHT PATTERN
    • COMPUTERTALK
    • C-ZENTRIX

第13章 隣接/関連市場

  • イントロダクション
  • クラウドベースコンタクトセンター市場

第14章 付録

目次
Product Code: TC 5534

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

Source: Secondary Literature, Expert Interviews, and MarketsandMarkets Analysis

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 CONTACT CENTER SOFTWARE MARKET: DATA TRIANGULATION
  • 2.3 MARKET SIZE ESTIMATION
    • FIGURE 4 CONTACT CENTER SOFTWARE 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 CONTACT CENTER SOFTWARE MARKET SIZE AND GROWTH, 2023-2028 (USD MILLION, Y-O-Y)
    • FIGURE 11 GLOBAL CONTACT CENTER SOFTWARE MARKET TO WITNESS SIGNIFICANT GROWTH
    • FIGURE 12 NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SHARE IN 2023
    • FIGURE 13 FASTEST-GROWING SEGMENTS OF CONTACT CENTER SOFTWARE 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 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023 VS. 2028
    • FIGURE 15 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD
  • 4.3 CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023 VS. 2028
    • FIGURE 16 OMNICHANNEL ROUTING SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD
  • 4.4 CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023 VS. 2028
    • FIGURE 17 CONSULTING SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD
  • 4.5 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023 VS. 2028
    • FIGURE 18 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD
  • 4.6 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023 VS. 2028
    • FIGURE 19 CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD
  • 4.7 CONTACT CENTER SOFTWARE 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 CONTACT CENTER SOFTWARE 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 CONTACT CENTER SOFTWARE MARKET: PATENT ANALYSIS
  • 5.9 PORTER'S FIVE FORCES ANALYSIS
    • FIGURE 31 CONTACT CENTER SOFTWARE 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 CONTACT CENTER SOFTWARE 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 CONTACT CENTER SOFTWARE 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 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 15 CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • TABLE 16 CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017-2022 (USD MILLION)
    • TABLE 17 CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023-2028 (USD MILLION)
    • TABLE 18 SOLUTIONS: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 21 OMNICHANNEL ROUTING: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 25 REPORTING AND ANALYTICS: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 27 CUSTOMER ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
    • 6.2.7 OTHER SOLUTIONS
    • TABLE 28 OTHER SOLUTIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 29 OTHER SOLUTIONS: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • TABLE 30 CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017-2022 (USD MILLION)
    • TABLE 31 CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023-2028 (USD MILLION)
    • TABLE 32 SERVICES: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 35 CONSULTING: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 37 IMPLEMENTATION & INTEGRATION: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 39 TRAINING, SUPPORT & MAINTENANCE: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • TABLE 40 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 41 CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 43 ON-PREMISES: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 45 CLOUD: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • TABLE 46 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 47 CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 49 LARGE ENTERPRISES: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 51 SMES: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET DRIVERS
    • TABLE 52 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
    • TABLE 53 CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 55 BFSI: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 59 HEALTHCARE & LIFE SCIENCES: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 61 IT & ITES: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 65 RETAIL & CONSUMER GOODS: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 67 GOVERNMENT & PUBLIC SECTOR: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 69 ENERGY & UTILITIES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 9.10 OTHER VERTICALS
    • TABLE 70 OTHER VERTICALS: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 71 OTHER VERTICALS: CONTACT CENTER SOFTWARE 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 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 73 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)
  • 10.2 NORTH AMERICA
    • 10.2.1 NORTH AMERICA: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 76 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017-2022 (USD MILLION)
    • TABLE 77 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023-2028 (USD MILLION)
    • TABLE 78 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017-2022 (USD MILLION)
    • TABLE 79 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023-2028 (USD MILLION)
    • TABLE 80 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 81 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 82 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 83 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • TABLE 84 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
    • TABLE 85 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
    • TABLE 86 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2017-2022 (USD MILLION)
    • TABLE 87 NORTH AMERICA: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 90 US: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 91 US: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 92 US: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 93 US: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 95 CANADA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 96 CANADA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 97 CANADA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 98 CANADA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 99 CANADA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
  • 10.3 EUROPE
    • 10.3.1 EUROPE: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 102 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017-2022 (USD MILLION)
    • TABLE 103 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023-2028 (USD MILLION)
    • TABLE 104 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017-2022 (USD MILLION)
    • TABLE 105 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023-2028 (USD MILLION)
    • TABLE 106 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 107 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 108 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 109 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • TABLE 110 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
    • TABLE 111 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
    • TABLE 112 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2017-2022 (USD MILLION)
    • TABLE 113 EUROPE: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 116 UK: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 117 UK: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 119 GERMANY: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 120 GERMANY: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 121 GERMANY: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 124 FRANCE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 125 FRANCE: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 127 BELGIUM: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 128 BELGIUM: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 129 BELGIUM: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.3.8 REST OF EUROPE
    • TABLE 130 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 131 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 132 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 133 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
  • 10.4 ASIA PACIFIC
    • 10.4.1 ASIA PACIFIC: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 136 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017-2022 (USD MILLION)
    • TABLE 137 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023-2028 (USD MILLION)
    • TABLE 138 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017-2022 (USD MILLION)
    • TABLE 139 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023-2028 (USD MILLION)
    • TABLE 140 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 141 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 142 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 143 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • TABLE 144 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
    • TABLE 145 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
    • TABLE 146 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2017-2022 (USD MILLION)
    • TABLE 147 ASIA PACIFIC: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 149 CHINA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 150 CHINA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 151 CHINA: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 154 JAPAN: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 155 JAPAN: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 157 AUSTRALIA & NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 158 AUSTRALIA & NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 159 AUSTRALIA & NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.4.7 REST OF ASIA PACIFIC
    • TABLE 160 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 161 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 162 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 163 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
  • 10.5 MIDDLE EAST & AFRICA
    • 10.5.1 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 166 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017-2022 (USD MILLION)
    • TABLE 167 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023-2028 (USD MILLION)
    • TABLE 168 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017-2022 (USD MILLION)
    • TABLE 169 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023-2028 (USD MILLION)
    • TABLE 170 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 171 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 172 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 173 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • TABLE 174 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
    • TABLE 175 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
    • TABLE 176 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2017-2022 (USD MILLION)
    • TABLE 177 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 180 KSA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 181 KSA: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 183 UAE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 184 UAE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 185 UAE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.5.6 REST OF MIDDLE EAST & AFRICA
    • TABLE 186 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 187 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 188 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 189 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
  • 10.6 LATIN AMERICA
    • 10.6.1 LATIN AMERICA: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 192 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017-2022 (USD MILLION)
    • TABLE 193 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023-2028 (USD MILLION)
    • TABLE 194 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017-2022 (USD MILLION)
    • TABLE 195 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023-2028 (USD MILLION)
    • TABLE 196 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 197 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • TABLE 198 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 199 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • TABLE 200 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
    • TABLE 201 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
    • TABLE 202 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2017-2022 (USD MILLION)
    • TABLE 203 LATIN AMERICA: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 205 BRAZIL: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 206 BRAZIL: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 207 BRAZIL: CONTACT CENTER SOFTWARE 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: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 210 MEXICO: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 211 MEXICO: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 10.6.6 REST OF LATIN AMERICA
    • TABLE 212 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 213 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • TABLE 214 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 215 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE 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 MARKET SHARE ANALYSIS
    • TABLE 216 CONTACT CENTER SOFTWARE 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 CONTACT CENTER SOFTWARE 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 CONTACT CENTER SOFTWARE 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, MnM 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, MnM 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: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 14.3 CUSTOMIZATION OPTIONS
  • 14.4 RELATED REPORTS
  • 14.5 AUTHOR DETAILS