NORTH AMERICA CONTACT CENTER SOFTWARE MARKET 2022-2028

Description

MARKET OUTLOOK

According to this report, the contact center software market in North America is evaluated to gain a CAGR of 10.63% over the forecasting years from 2022 to 2028. The United States and Canada are studied in this region.
In Canada, the availability of call center solutions and the tremendous growth of the IT and telecom industry are key factors supporting the market’s growth. Besides this, technological advancements have encouraged IT companies to adopt contact center solutions. Further, the presence of notable call centers such as CloudTalk, ConneXio, CallShaper, and MightyCall also support the adoption of these solutions. As per estimates, the IT sector has expanded significantly over the past few years. Therefore, as stated above, these factors are augmenting the contact center software market’s growth.
Similarly, the growth of the IT industry coupled with the presence of notable players creates opportunities for the studied market. Several companies are adopting contact center solutions to enhance customer relations, gaining a competitive edge. Along with this, numerous players are collaborating to introduce new solutions in the market. For instance, Five9 partnered with Conn3ct to improve user experience and strengthen their foothold. Therefore, the development of telecom infrastructure and developments by market players is expected to generate new opportunities for the studied market.

COMPETITIVE OUTLOOK

Some of the major companies in the contact center software market consist of Cisco Systems Inc, Avaya Inc, 8X8 Inc, Amazon Web Services Inc, and Unify Inc.

TABLE OF CONTENTS

1. NORTH AMERICA 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. NORTH AMERICA CONTACT CENTER SOFTWARE MARKET OUTLOOK – BY SOFTWARE & SERVICE
3.1. SOFTWARE
3.2. SERVICES
4. NORTH AMERICA CONTACT CENTER SOFTWARE MARKET OUTLOOK – BY DELIVERY MODE
4.1. ON-PREMISE
4.2. CLOUD
5. NORTH AMERICA CONTACT CENTER SOFTWARE MARKET OUTLOOK – BY ORGANIZATION SIZE
5.1. SMALL & MEDIUM ORGANIZATION
5.2. LARGE ORGANIZATIONS
6. NORTH AMERICA 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. NORTH AMERICA CONTACT CENTER SOFTWARE MARKET – COUNTRY OUTLOOK
7.1. UNITED STATES
7.2. CANADA
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: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY COUNTRY 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: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICES, 2022-2028 (IN $ MILLION)
TABLE 9: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2022-2028 (IN $ MILLION)
TABLE 10: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2022-2028 (IN $ MILLION)
TABLE 11: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2022-2028 (IN $ MILLION)
TABLE 12: NORTH AMERICA 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: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2021 & 2028 (IN %)
FIGURE 5: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE, 2022-2028 (IN $ MILLION)
FIGURE 6: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY SERVICES, 2022-2028 (IN $ MILLION)
FIGURE 7: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2021 & 2028 (IN %)
FIGURE 8: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY ON-PREMISE, 2022-2028 (IN $ MILLION)
FIGURE 9: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY CLOUD, 2022-2028 (IN $ MILLION)
FIGURE 10: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2021 & 2028 (IN %)
FIGURE 11: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY SMALL & MEDIUM ORGANIZATION, 2022-2028 (IN $ MILLION)
FIGURE 12: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY LARGE ORGANIZATIONS, 2022-2028 (IN $ MILLION)
FIGURE 13: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2021 & 2028 (IN %)
FIGURE 14: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY BFSI, 2022-2028 (IN $ MILLION)
FIGURE 15: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY HEALTHCARE, 2022-2028 (IN $ MILLION)
FIGURE 16: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY RETAIL & E-COMMERCE, 2022-2028 (IN $ MILLION)
FIGURE 17: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY GOVERNMENT AND EDUCATION, 2022-2028 (IN $ MILLION)
FIGURE 18: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY IT AND TELECOM, 2022-2028 (IN $ MILLION)
FIGURE 19: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY TRAVEL & HOSPITALITY, 2022-2028 (IN $ MILLION)
FIGURE 20: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2028 (IN %)
FIGURE 21: UNITED STATES CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)
FIGURE 22: CANADA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)