GLOBAL CONTACT CENTER SOFTWARE MARKET 2022-2028

Description

MARKET OUTLOOK

According to CRI’s research report, the global contact center software market is expected to register growth at a CAGR of 13.57% during the forecast period 2022-2028.
Factors such as rising demand for advanced contact center technologies, increasing penetration of social media in contact center operations, and rapid transition to cloud-based centers are anticipated to fuel the global market’s growth. Additionally, the surge in need for customized services and the emergence of advanced technologies is estimated to open new avenues for the market.
On the contrary, the concerns relating to data security and privacy alongside high investment costs impede the contact center software market’s development.

REGIONAL OUTLOOK

The global contact center software market encompasses North America, Asia-Pacific, Latin America, Europe, and the Middle East and Africa regions.
The Asia-Pacific is expected to observe the fastest growth rate over the forecast period. This growth can be attributed to the rapid adoption of emerging technologies such as cloud, predictive analysis, AI, machine learning, and others. The increased awareness about consumer rights has led to a rise in queries across industries. As a result, companies are investing heavily in contact centers to improve customer experience. Thus, as stated above, these factors are widening the scope and growth of the contact center software market.

COMPETITIVE OUTLOOK

Amazon Web Services Inc, Talkdesk, SAP SE, Unify Inc, NICE, 8×8 Inc, Vocalcom, NEC, Atos, Five9 Inc, Enghouse Interactive Inc, Cisco Systems Inc, Genesys Telecommunications Laboratories Inc, Lifesize, Avaya Inc, Vonage, ZTE Corporation, and Aspect Software are major companies in the contact center software market.
Cisco Systems Inc manufactures and markets networking software, hardware, telecommunications equipment, and other products. It is among the major information technology companies specializing in various tech sectors, such as security, video conferencing, IoT, and energy management. The company has a strong global presence, with around 80,000 employees globally. Founded in 1984, Cisco System is headquartered in California, the United States.

TABLE OF CONTENTS

1. GLOBAL CONTACT CENTER SOFTWARE MARKET – SUMMARY
2. INDUSTRY OUTLOOK
2.1. IMPACT OF COVID-19 ON THE CONTACT CENTER SOFTWARE MARKET
2.2. KEY INSIGHTS
2.2.1. INCREASING NEED TO ENHANCE CUSTOMER EXPERIENCE
2.2.2. RAPID ADVANCEMENTS IN CUSTOMER RELATIONSHIP MANAGEMENT
2.3. PORTER’S FIVE FORCES ANALYSIS
2.3.1. THREAT OF NEW ENTRANTS
2.3.2. THREAT OF SUBSTITUTES
2.3.3. BARGAINING POWER OF BUYERS
2.3.4. BARGAINING POWER OF SUPPLIERS
2.3.5. THREAT OF COMPETITIVE RIVALRY
2.4. KEY BUYING IMPACT ANALYSIS
2.4.1. FLEXIBILITY
2.4.2. SCALABILITY
2.4.3. EASE OF USE
2.4.4. DEPLOYMENT TIME
2.5. MARKET ATTRACTIVENESS INDEX
2.6. VENDOR SCORECARD
2.7. INDUSTRY COMPONENTS
2.8. REGULATORY FRAMEWORK
2.9. KEY MARKET STRATEGIES
2.9.1. ACQUISITIONS
2.9.2. PRODUCT LAUNCHES
2.9.3. CONTRACTS & AGREEMENTS
2.9.4. INVESTMENTS & EXPANSIONS
2.10. MARKET DRIVERS
2.10.1 INCREASING DEMAND FOR ADVANCED CONTACT CENTER TECHNOLOGIES
2.10.2 RISING PENETRATION OF SOCIAL MEDIA IN CONTACT CENTER OPERATIONS
2.10.3 CONTINUOUS AND RAPID TRANSITIONS TO CLOUD-BASED CONTACT CENTERS
2.11. MARKET CHALLENGES
2.11.1. CONCERNS REGARDING DATA SECURITY AND PRIVACY
2.11.2. HIGH INVESTMENT COSTS
2.12. MARKET OPPORTUNITIES
2.12.1. SURGE IN NEED FOR PERSONALIZED SERVICES
2.12.2. EMERGENCE OF ADVANCED TECHNOLOGIES
3. GLOBAL CONTACT CENTER SOFTWARE MARKET OUTLOOK – BY SOFTWARE & SERVICE
3.1. SOFTWARE
3.2. SERVICES
4. GLOBAL CONTACT CENTER SOFTWARE MARKET OUTLOOK – BY DELIVERY MODE
4.1. ON-PREMISE
4.2. CLOUD
5. GLOBAL CONTACT CENTER SOFTWARE MARKET OUTLOOK – BY ORGANIZATION SIZE
5.1. SMALL & MEDIUM ORGANIZATION
5.2. LARGE ORGANIZATIONS
6. GLOBAL CONTACT CENTER SOFTWARE MARKET OUTLOOK – BY END-USER
6.1. BFSI
6.2. HEALTHCARE
6.3. RETAIL & E-COMMERCE
6.4. GOVERNMENT AND EDUCATION
6.5. IT AND TELECOM
6.6. TRAVEL & HOSPITALITY
7. GLOBAL CONTACT CENTER SOFTWARE MARKET – REGIONAL OUTLOOK
7.1. NORTH AMERICA
7.1.1. MARKET OUTLOOK BY SOFTWARE & SERVICE
7.1.2. MARKET OUTLOOK BY DELIVERY MODE
7.1.3. MARKET OUTLOOK BY ORGANIZATION SIZE
7.1.4. MARKET OUTLOOK BY END-USER
7.1.5. COUNTRY ANALYSIS
7.1.5.1. UNITED STATES
7.1.5.2. CANADA
7.2. EUROPE
7.2.1. MARKET OUTLOOK BY SOFTWARE & SERVICE
7.2.2. MARKET OUTLOOK BY DELIVERY MODE
7.2.3. MARKET OUTLOOK BY ORGANIZATION SIZE
7.2.4. MARKET OUTLOOK BY END-USER
7.2.5. COUNTRY ANALYSIS
7.2.5.1. UNITED KINGDOM
7.2.5.2. GERMANY
7.2.5.3. FRANCE
7.2.5.4. SPAIN
7.2.5.5. ITALY
7.2.5.6. REST OF EUROPE
7.3. ASIA-PACIFIC
7.3.1. MARKET OUTLOOK BY SOFTWARE & SERVICE
7.3.2. MARKET OUTLOOK BY DELIVERY MODE
7.3.3. MARKET OUTLOOK BY ORGANIZATION SIZE
7.3.4. MARKET OUTLOOK BY END-USER
7.3.5. COUNTRY ANALYSIS
7.3.5.1. CHINA
7.3.5.2. JAPAN
7.3.5.3. INDIA
7.3.5.4. SOUTH KOREA
7.3.5.5. ASEAN COUNTRIES
7.3.5.6. AUSTRALIA & NEW ZEALAND
7.3.5.7. REST OF ASIA-PACIFIC
7.4. LATIN AMERICA
7.4.1. MARKET OUTLOOK BY SOFTWARE & SERVICE
7.4.2. MARKET OUTLOOK BY DELIVERY MODE
7.4.3. MARKET OUTLOOK BY ORGANIZATION SIZE
7.4.4. MARKET OUTLOOK BY END-USER
7.4.5. COUNTRY ANALYSIS
7.4.5.1. BRAZIL
7.4.5.2. MEXICO
7.4.5.3. REST OF LATIN AMERICA
7.5. MIDDLE EAST AND AFRICA
7.5.1. MARKET OUTLOOK BY SOFTWARE & SERVICE
7.5.2. MARKET OUTLOOK BY DELIVERY MODE
7.5.3. MARKET OUTLOOK BY ORGANIZATION SIZE
7.5.4. MARKET OUTLOOK BY END-USER
7.5.5. COUNTRY ANALYSIS
7.5.5.1. UNITED ARAB EMIRATES
7.5.5.2. SAUDI ARABIA
7.5.5.3. TURKEY
7.5.5.4. SOUTH AFRICA
7.5.5.5. REST OF MIDDLE EAST & AFRICA
8. COMPETITIVE LANDSCAPE
8.1. CISCO SYSTEMS INC
8.2. FIVE9 INC
8.3. GENESYS TELECOMMUNICATIONS LABORATORIES INC
8.4. AVAYA INC
8.5. 8X8 INC
8.6. AMAZON WEB SERVICES INC
8.7. ENGHOUSE INTERACTIVE INC
8.8. UNIFY INC
8.9. SAP SE
8.10. NEC
8.11. ASPECT SOFTWARE
8.12. ATOS
8.13. VONAGE
8.14. ZTE CORPORATION
8.15. NICE
8.16. LIFESIZE
8.17. TALKDESK
8.18. VOCALCOM
9. RESEARCH METHODOLOGY & SCOPE
9.1. RESEARCH SCOPE & DELIVERABLES
9.2. SOURCES OF DATA
9.3. RESEARCH METHODOLOGY

TABLE LIST

TABLE 1: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY REGIONAL OUTLOOK, 2022-2028 (IN $ MILLION)
TABLE 2: VENDOR SCORECARD
TABLE 3: REGULATORY FRAMEWORK
TABLE 4: ACQUISITIONS
TABLE 5: LIST OF PRODUCT LAUNCHES
TABLE 6: LIST OF CONTRACTS & AGREEMENTS
TABLE 7: LIST OF INVESTMENTS & EXPANSIONS
TABLE 8: GLOBAL CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2022-2028 (IN $ MILLION)
TABLE 9: GLOBAL CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2022-2028 (IN $ MILLION)
TABLE 10: GLOBAL CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2022-2028 (IN $ MILLION)
TABLE 11: GLOBAL CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2022-2028 (IN $ MILLION)
TABLE 12: GLOBAL CONTACT CENTER SOFTWARE MARKET, REGIONAL OUTLOOK, 2022-2028 (IN $ MILLION)
TABLE 13: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2022-2028 (IN $ MILLION)
TABLE 14: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2022-2028 (IN $ MILLION)
TABLE 15: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2022-2028 (IN $ MILLION)
TABLE 16: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2022-2028 (IN $ MILLION)
TABLE 17: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)
TABLE 18: EUROPE CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2022-2028 (IN $ MILLION)
TABLE 19: EUROPE CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2022-2028 (IN $ MILLION)
TABLE 20: EUROPE CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2022-2028 (IN $ MILLION)
TABLE 21: EUROPE CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2022-2028 (IN $ MILLION)
TABLE 22: EUROPE CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)
TABLE 23: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2022-2028 (IN $ MILLION)
TABLE 24: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2022-2028 (IN $ MILLION)
TABLE 25: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2022-2028 (IN $ MILLION)
TABLE 26: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2022-2028 (IN $ MILLION)
TABLE 27: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)
TABLE 28: LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2022-2028 (IN $ MILLION)
TABLE 29: LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2022-2028 (IN $ MILLION)
TABLE 30: LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2022-2028 (IN $ MILLION)
TABLE 31: LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2022-2028 (IN $ MILLION)
TABLE 32: LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)
TABLE 33: MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2022-2028 (IN $ MILLION)
TABLE 34: MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2022-2028 (IN $ MILLION)
TABLE 35: MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2022-2028 (IN $ MILLION)
TABLE 36: MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2022-2028 (IN $ MILLION)
TABLE 37: MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)

FIGURE LIST

FIGURE 1: KEY BUYING IMPACT ANALYSIS
FIGURE 2: MARKET ATTRACTIVENESS INDEX
FIGURE 3: INDUSTRY COMPONENTS
FIGURE 4: GLOBAL CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2021 & 2028 (IN %)
FIGURE 5: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE, 2022-2028 (IN $ MILLION)
FIGURE 6: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY SERVICES, 2022-2028 (IN $ MILLION)
FIGURE 7: GLOBAL CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2021 & 2028 (IN %)
FIGURE 8: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY ON-PREMISE, 2022-2028 (IN $ MILLION)
FIGURE 9: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY CLOUD, 2022-2028 (IN $ MILLION)
FIGURE 10: GLOBAL CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2021 & 2028 (IN %)
FIGURE 11: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY SMALL & MEDIUM ORGANIZATION, 2022-2028 (IN $ MILLION)
FIGURE 12: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY LARGE ORGANIZATIONS, 2022-2028 (IN $ MILLION)
FIGURE 13: GLOBAL CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2021 & 2028 (IN %)
FIGURE 14: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY BFSI, 2022-2028 (IN $ MILLION)
FIGURE 15: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY HEALTHCARE, 2022-2028 (IN $ MILLION)
FIGURE 16: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY RETAIL & E-COMMERCE, 2022-2028 (IN $ MILLION)
FIGURE 17: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY GOVERNMENT AND EDUCATION, 2022-2028 (IN $ MILLION)
FIGURE 18: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY IT AND TELECOM, 2022-2028 (IN $ MILLION)
FIGURE 19: GLOBAL CONTACT CENTER SOFTWARE MARKET, BY TRAVEL & HOSPITALITY, 2022-2028 (IN $ MILLION)
FIGURE 20: GLOBAL CONTACT CENTER SOFTWARE MARKET, REGIONAL OUTLOOK, 2021 & 2028 (IN %)
FIGURE 21: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2028 (IN %)
FIGURE 22: UNITED STATES CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 23: CANADA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 24: EUROPE CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2028 (IN %)
FIGURE 25: UNITED KINGDOM CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 26: GERMANY CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 27: FRANCE CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 28: SPAIN CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 29: ITALY CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 30: REST OF EUROPE CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 31: ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2028 (IN %)
FIGURE 32: CHINA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 33: JAPAN CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 34: INDIA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 35: SOUTH KOREA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 36: ASEAN COUNTRIES CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 37: AUSTRALIA & NEW ZEALAND CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 38: REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 39: LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2028 (IN %)
FIGURE 40: BRAZIL CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 41: MEXICO CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 42: REST OF LATIN AMERICA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 43: MIDDLE EAST AND AFRICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2028 (IN %)
FIGURE 44: UNITED ARAB EMIRATES CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 45: SAUDI ARABIA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 46: TURKEY CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 47: SOUTH AFRICA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 48: REST OF MIDDLE EAST & AFRICA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)