Overview

Contact Center Software Market is poised to value over USD 81 billion by 2027 end at a CAGR of over 21.1% during the forecast period 2020 to 2027.

FutureWise Market Research has instantiated a report that provides an intricate analysis of Contact Center Software Market trends that shall affect the overall market growth. Furthermore, it includes detailed information on the graph of profitability, SWOT analysis, market share and regional proliferation of this business. Moreover, the report offers insights on the current stature of prominent market players in the competitive landscape analysis of this market.

According to the research study conducted by FutureWise research analysts, the Contact Center Software Market is anticipated to attain substantial growth by the end of the forecast period. The report explains that this business is predicted to register a noteworthy growth rate over the forecast period. This report provides crucial information pertaining to the total valuation that is presently held by this industry and it also lists the segmentation of the market along with the growth opportunities present across this business vertical.

Major players included in the Contact Center Software Market:
• 8X8, Inc.
• ALE International
• Altivon
• Amazon Web Services, Inc.
• Ameyo
• Amtelco
• Aspect Software
• Avaya Inc.
• Avoxi
• Cisco Systems, Inc.
• Enghouse Interactive Inc.
• Exotel Techcom Pvt. Ltd.
• Five9, Inc.
• Genesys
• Microsoft Corporation
• NEC Corporation
• SAP SE
• Spok, Inc.
• Talkdesk, Inc.
• Twilio Inc.
• UiPath
• Unify Inc.
• VCC Live
  (Note: The list of the major players will be updated with the latest market scenario and trends)

Contact Center Software Market Segmentation:
By Solution
• Automatic Call Distribution (ACD)
• Call Recording
• Computer Telephony Integration (CTI)
• Customer Collaboration
• Dialer
• Interactive Voice Responses (IVR)
• Reporting & Analytics
• Workforce Optimization
• Others

By Service
• Integration & Deployment
• Support & Maintenance
• Training & Consulting
• Managed Services

By Deployment
• Hosted
• On-premise

By Enterprise Size
• Large Enterprise
• Small & Medium Enterprise

By End-Use
• Banking, Financial Services and Insurance (BFSI)
• Consumer Goods & Retail
• Government
• Information & Communications Technology
• IT & Telecom
• Traveling & Hospitality
• Others

By Region
• North America
• Europe
• Asia-Pacific
• Latin America
• Middle East and Africa

Competitive Landscape:
• Tier 1 players- established companies in the market with a major market share
• Tier 2 players
• Emerging players which are growing rapidly
• New Entrants

FutureWise Key Takeaways:
• Growth prospects
• SWOT analysis
• Key trends
• Key data-points affecting market growth

Objectives of the Study:
• To provide with an exhaustive analysis on the Contact Center Software Market By Solution, By Service, By Deployment, By Enterprise Size,  By    End-Use and By Region.
• To cater comprehensive information on factors impacting market growth (drivers, restraints, opportunities, and industry-specific restraints)
• To evaluate and forecast micro-markets and the overall market
• To predict the market size, in key regions— North America, Europe, Asia Pacific, Latin America and Middle East and Africa.
• To record and evaluate competitive landscape mapping- product launches, technological advancements, mergers and expansions

Flexible Delivery Model:
• We have a flexible delivery model and you can suggest changes in the scope/table of content as per your requirement
• The customization Mobility Care offered are free of charge with purchase of any license of the report
• You can directly share your requirements/changes to the current table of content to: sales@futurewiseresearch.com

Table of Contents

1. Market Introduction
   1.1 Objectives of the Study 
   1.2 Market Definition 
   1.3 Market Scope 
       1.3.1 Years Considered for the Study
       1.3.2 Market Covered
   1.4 Currency 
   1.5 Limitations 
   1.6 Stakeholders 

 2. Research Methodology 
    2.1 Research Data 
        2.1.1 Secondary Data
              2.1.1.1 Key Data from Secondary Sources
        2.1.2 Primary Data
              2.1.2.1 Key Data from Primary Sources
    2.2 Market Size Estimation 
    2.3 Market Breakdown and Data Triangulation 
    2.4 Assumptions for the Study  

3. Executive Summary
   3.1 Market Outlook
   3.2 Segment Outlook
   3.3 Competitive Insights

4. Global Contact Center Software Market Variables, Trends & Scope
   4.1. Market Lineage Outlook
   4.2. Penetration and Growth Prospect Mapping
   4.3. Industry Value Chain Analysis
   4.4. Cost Analysis Breakdown
   4.5. Technology Overview
   4.6. Regulatory Framework
        4.6.1. Reimbursement Framework
        4.6.2. Standards and Compliances

5. Market Overview
   5.1. Market Dynamics
        5.1.1. Market Driver Analysis
               5.1.1.1. Increasing focus of Contact Center Software Companies on Brand Protection
               5.1.1.2. Untapped Opportunities in Emerging Regions
        5.1.2. Market Restraint Analysis
               5.1.2.1. High Cost Associated with Implementation of Predictive Analysis
        5.1.3. Industry Challenges
               5.1.3.1. Presence of Ambiguous Regulatory Framework

6. Global Contact Center Software Market Analysis Tools
   6.1. Industry Analysis - Porter’s
        6.1.1. Supplier Power
        6.1.2. Buyer Power
        6.1.3. Substitution Threat
        6.1.4. Threat from New Entrants
        6.1.5. Competitive Rivalry
   6.2. Pestel Analysis
        6.2.1. Political Landscape
        6.2.2. Environmental Landscape
        6.2.3. Social Landscape
        6.2.4. Technology Landscape
        6.2.5. Legal Landscape
   6.3. Major Deals And Strategic Alliances Analysis
        6.3.1. Joint Ventures
        6.3.2. Mergers and Acquisitions
        6.3.3. Licensing and Partnership
        6.3.4. Technology Collaborations
        6.3.5. Strategic Divestments
   6.4. Market Entry Strategies
   6.5. Case Studies

7. Global Contact Center Software Market, By Solution Historical Analysis and Forecast 2020-2027 (USD Million)
   7.1. Automatic Call Distribution (ACD)
   7.2. Call Recording
   7.3. Computer Telephony Integration (CTI)
   7.4. Customer Collaboration
   7.5. Dialer
   7.6. Interactive Voice Responses (IVR)
   7.7. Reporting & Analytics
   7.8. Workforce Optimization
   7.9. Others
 
8. Global Contact Center Software Market, By Service Historical Analysis and Forecast 2020-2027 (USD Million)
   8.1. Integration & Deployment
   8.2. Support & Maintenance
   8.3. Training & Consulting
   8.4. Managed Services

9. Global Contact Center Software Market, By Deployment Historical Analysis and Forecast 2020-2027 (USD Million)
   9.1. Hosted
   9.2. On-premise

10. Global Contact Center Software Market, By Enterprise Size Historical Analysis and Forecast 2020-2027 (USD Million)
   10.1. Large Enterprise
   10.2. Small & Medium Enterprise

11. Global Contact Center Software Market, By End-Use Historical Analysis and Forecast 2020-2027 (USD Million)
   11.1. Banking, Financial Services and Insurance (BFSI)
   11.2. Consumer Goods & Retail
   11.3. Government
   11.4. Information & Communications Technology
   11.5. IT & Telecom
   11.6. Traveling & Hospitality
   11.7. Others

12. North America Contact Center Software Market Analysis 2015–2019 and Forecast 2020–2027 (USD Million)
   12.1. Introduction
   12.2. Historical Market Size (USD Million) Analysis By Country, 2015-2019
        12.2.1. U.S.A
        12.2.2. Canada
        12.2.3. Mexico
   12.3. Market Size (USD Million) Forecast for North America 2020-2027

13. Latin America Contact Center Software Market Analysis 2015–2019 and Forecast 2020–2027 (USD Million)
    13.1. Introduction
    13.2. Historical Market Size (USD Million) Analysis By Country, 2015-2019
          13.2.1. Brazil
          13.2.2. Venezuela
          13.2.3. Argentina
          13.2.4. Rest of Latin America
    13.3. Market Size (USD Million) Forecast for Latin America 2020-2027

14. Europe Contact Center Software Market Analysis 2015–2019 and Forecast 2020–2027 (USD Million)
    14.1. Introduction
    14.2. Historical Market Size (USD Million) Analysis By Country, 2015-2019
          14.2.1. Germany
          14.2.2. U.K         
          14.2.3. France
          14.2.4. Italy
          14.2.5. Spain
          14.2.6. Russia
          14.2.7. Poland
          14.2.8. Rest of Europe
    14.3. Market Size (USD Million) Forecast for Europe 2020-2027

15. Asia Pacific Contact Center Software Market Analysis 2015–2019 and Forecast 2020–2027 (USD Million)
    15.1. Introduction
    15.2. Historical Market Size (USD Million) Analysis By Country, 2015-2019
          15.2.1. Japan
          15.2.2. China
          15.2.3. India
          15.2.4. Australia and New Zealand
          15.2.5. ASEAN
          15.2.6. Rest of Asia Pacific
    15.3. Market Size (USD Million) Forecast for Asia Pacific 2020-2027  

16. Middle East and Africa Market Analysis 2015–2019 and Forecast 2020–2027 (USD Million)
    16.1. Introduction
    16.2. Historical Market Size (USD Million) Analysis By Country, 2015-2019
          16.2.1. Saudi Arabia
          16.2.2. UAE
          16.2.3. South Africa
          16.2.4. Egypt
    16.3. Market Size (USD Million) Forecast for MEA 2020-2027

17. Market Share Analysis and Competitive Landscape   
    17.1. Global Landscape - Key Players, Revenue and Presence
    17.2. Global Share Analysis - Key Players (Tier 1, Tier 2, Tier 3)
    17.3. Global Emerging Companies
    17.4. North America - Market Share Analysis and Key Regional Players
    17.5. Europe - Market Share Analysis and Key Regional Players
    17.6. Asia Pacific - Market Share Analysis and Key Regional Players
    17.7. Global Key Player - Growth Matrix

18. Company Profiles (Competition Dashboard, Competitors Deep Dive, Products Offered and Financial Layouts)
    18.1. 8X8, Inc.
          18.1.1. Company Overview
          18.1.2. Product Portfolio
          18.1.3. SWOT Analysis
          18.1.4. Financial Overview
          18.1.5. Strategic Overview
    18.2. ALE International
          18.2.1. Company Overview
          18.2.2. Product Portfolio
          18.2.3. SWOT Analysis
          18.2.4. Financial Overview
          18.2.5. Strategic Overview 
    18.3. Altivon
          18.3.1. Company Overview
          18.3.2. Product Portfolio
          18.3.3. SWOT Analysis
          18.3.4. Financial Overview
          18.3.5. Strategic Overview
    18.4. Amazon Web Services, Inc.
          18.4.1. Company Overview
          18.4.2. Product Portfolio
          18.4.3. SWOT Analysis
          18.4.4. Financial Overview
          18.4.5. Strategic Overview
    18.5. Ameyo
          18.5.1. Company Overview
          18.5.2. Product Portfolio
          18.5.3. SWOT Analysis
          18.5.4. Financial Overview
          18.5.5. Strategic Overview          
    18.6. Amtelco
          18.6.1. Company Overview
          18.6.2. Product Portfolio
          18.6.3. SWOT Analysis
          18.6.4. Financial Overview
          18.6.5. Strategic Overview      
    18.7. Aspect Software
          18.7.1. Company Overview
          18.7.2. Product Portfolio
          18.7.3. SWOT Analysis
          18.7.4. Financial Overview
          18.7.5. Strategic Overview
    18.8. Avaya Inc.
          18.8.1. Company Overview
          18.8.2. Product Portfolio
          18.8.3. SWOT Analysis
          18.8.4. Financial Overview
          18.8.5. Strategic Overview 
    18.9. Avoxi
          18.9.1. Company Overview
          18.9.2. Product Portfolio
          18.9.3. SWOT Analysis
          18.9.4. Financial Overview
          18.9.5. Strategic Overview
    18.10. Cisco Systems, Inc.
          18.10.1. Company Overview
          18.10.2. Product Portfolio
          18.10.3. SWOT Analysis
          18.10.4. Financial Overview
          18.10.5. Strategic Overview
    18.11. Enghouse Interactive Inc.
          18.11.1. Company Overview
          18.11.2. Product Portfolio
          18.11.3. SWOT Analysis
          18.11.4. Financial Overview
          18.11.5. Strategic Overview
    18.12. Exotel Techcom Pvt. Ltd.
          18.12.1. Company Overview
          18.12.2. Product Portfolio
          18.12.3. SWOT Analysis
          18.12.4. Financial Overview
          18.12.5. Strategic Overview 
    18.13. Five9, Inc.
          18.13.1. Company Overview
          18.13.2. Product Portfolio
          18.13.3. SWOT Analysis
          18.13.4. Financial Overview
          18.13.5. Strategic Overview
    18.14. Genesys
          18.14.1. Company Overview
          18.14.2. Product Portfolio
          18.14.3. SWOT Analysis
          18.14.4. Financial Overview
          18.14.5. Strategic Overview
    18.15. Microsoft Corporation
          18.15.1. Company Overview
          18.15.2. Product Portfolio
          18.15.3. SWOT Analysis
          18.15.4. Financial Overview
          18.15.5. Strategic Overview          
    18.16. NEC Corporation
          18.16.1. Company Overview
          18.16.2. Product Portfolio
          18.16.3. SWOT Analysis
          18.16.4. Financial Overview
          18.16.5. Strategic Overview      
    18.17. SAP SE
          18.17.1. Company Overview
          18.17.2. Product Portfolio
          18.17.3. SWOT Analysis
          18.17.4. Financial Overview
          18.17.5. Strategic Overview
    18.18. Spok, Inc.
          18.18.1. Company Overview
          18.18.2. Product Portfolio
          18.18.3. SWOT Analysis
          18.18.4. Financial Overview
          18.18.5. Strategic Overview 
    18.19. Talkdesk, Inc.
          18.19.1. Company Overview
          18.19.2. Product Portfolio
          18.19.3. SWOT Analysis
          18.19.4. Financial Overview
          18.19.5. Strategic Overview
    18.20. Twilio Inc.
          18.20.1. Company Overview
          18.20.2. Product Portfolio
          18.20.3. SWOT Analysis
          18.20.4. Financial Overview
          18.20.5. Strategic Overview
    18.21. UiPath
          18.21.1. Company Overview
          18.21.2. Product Portfolio
          18.21.3. SWOT Analysis
          18.21.4. Financial Overview
          18.21.5. Strategic Overview
    18.22. Unify Inc.
          18.22.1. Company Overview
          18.22.2. Product Portfolio
          18.22.3. SWOT Analysis
          18.22.4. Financial Overview
          18.22.5. Strategic Overview 
    18.23. VCC Live
          18.23.1. Company Overview
          18.23.2. Product Portfolio
          18.23.3. SWOT Analysis
          18.23.4. Financial Overview
          18.23.5. Strategic Overview          

19. Pre and Post COVID-19 Impact
    19.1. Positive influence on the Information & Communications Technology industry
    19.2. The financial disruption of the manufacturing sector
    19.3. Impact of COVID-19 on emerging companies
    19.4. Significant mandates in the Information & Communications Technology regulations initiated by administrations
    19.5. The overall economic slowdown of the developing and developed nations

20. FutureWise SME Key Takeaway Points for Client

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