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コンタクトセンターソフトウェア市場ー業界洞察、主要プレーヤー・企業別、成長機会別、最新傾向別、開発別、主要な成長ドライバー別、主要な課題別によってセグメンテーション、予測 2023年


[ 英語タイトル ] Contact Center Software Market by Solution (Intelligent Virtual Assistants, Customer Collaboration, Dialers, IVR, Workforce Optimization, Reporting & Analytics), Service, Deployment Type, Organization Size, Vertical, and Region - Global Forecast to 2023


Product Code : MNMICT00110063
Survey : MarketsandMarkets
Publish On : March, 2021
Category : ICT and Telecom
Study Area : Global
Report format : PDF
Sales price option (consumption tax not included)
Single User USD5650 / Question Form
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[Report Description]

“Seamless customer experience and automation of inbound and outbound processes are driving the contact center software market”
The contact center software market size is expected to grow from USD 17.65 billion in 2018 to USD 35.32 billion by 2023, at a Compound Annual Growth Rate (CAGR) of 14.9% during the forecast period. Enhanced customer experience through multiple channels, such as voice, video, web, and social media, and the growing adoption of cloud contact center solutions are expected to fuel the growth of contact center software market. However, the high initial investment incurred while integration of new age solutions with legacy systems may restrain the market growth.
“Consumer goods and retail vertical is expected to grow at the highest CAGR during the forecast period”
The consumer goods and retail vertical is expected to grow at the highest CAGR during the forecast period. The vertical is becoming more customer centric with its continual focus on leveraging internet technology. Consumer goods and retail companies have adopted a strategy of managing business operations globally and working locally on development of products. Contact center software enables organizations to reach customers and manage their queries through multiple touch points, such as voice, chat, video, web, mobile, and social media. Furthermore, contact center software provides an opportunity to organizations to cross sell and up sell products and services to customers by facilitating effective communication through multiple channels.
“Asia Pacific is expected to grow at the highest rate during the forecast period”
Asia Pacific is expected to grow at the highest CAGR in the contact center software market by region during the forecast period. Enterprises across verticals are adopting contact center solutions to provide customers with enhanced experience. Additionally, contact center software enables organizations to automate processes, thereby helping organizations to improve productivity of contact center agents. Large presence of SMEs in this region augments the adoption of relatively low-cost cloud-based contact center for varied business needs. The region has a large potential for generation of significant revenue as organizations are looking forward to strengthen brand presence and loyalty by reaching customers through multiple channels including voice, video, web, mobile, applications, and social media. Furthermore, rapid advancements in mobility and cloud adoption in the region is expected to provide growth opportunities for vendors in the contact center software market.

Breakdown of profile of primaries
• By Company: Tier 1 – 32%, Tier 2 – 44%, and Tier 3 – 24%
• By Designation: C-level – 71%, Director level – 20%, and Manager level – 9%
• By Region: North America – 55%, Europe – 20%, APAC – 15%, Latin America – 6%, and MEA – 4%
The contact center software market ecosystem comprises major vendors, such as 3CLogic (US), 8x8 (US), Alcatel-Lucent Enterprise (France), Ameyo (Drishti-Soft; India), Aspect Software (US), Avaya (US), BT (England), Cisco (US), Enghouse Interactive (US), Fenero (US), Five9 (US), Genesys (US), Huawei (China), IBM (US), Mitel (Canada), NEC (Japan), NICE (Israel), Oracle (US), RingCentral (US), SAP (Germany), Solgari (Ireland), Unify (Germany), Verizon (US), Vocalcom (France), West Corporation (US), Zendesk (US), and ZTE (China).
Research Coverage
The report includes in-depth competitive analysis of these key players in the contact center software market, with their company profiles, the strength of product portfolios, recent developments, and key market strategies. The research report segments the contact center software market by component (solutions and services), deployment type, organization size, vertical, and region.
Reasons to Buy the Report
The report on the global contact center software market would help leaders/new entrants in the market in the following ways:
1. The report segments the contact center software market comprehensively and provides the closest approximations of the revenue numbers for the overall market and the subsegments. The market numbers are further split across various industries and regions.
2. The report helps the stakeholders to understand the pulse of the market and provides them information on key market drivers, restraints, challenges, and opportunities.
3. This report helps stakeholders in better understanding the competitors and gaining more insights to better position their businesses. There is a separate section on competitive landscape, including competitor ecosystem, and mergers and acquisitions. Besides, there are company profiles of 27 players offering services in this market. The section provides market internals that can put stakeholders ahead of their competitors.

TABLE OF CONTENTS

1 INTRODUCTION 18
1.1 OBJECTIVES OF THE STUDY 18
1.2 MARKET DEFINITION 18
1.3 MARKET SCOPE 19
1.4 YEARS CONSIDERED FOR THE STUDY 20
1.5 CURRENCY 20
1.6 STAKEHOLDERS 21
2 RESEARCH METHODOLOGY 22
2.1 RESEARCH DATA 22
2.1.1 SECONDARY DATA 23
2.1.2 PRIMARY DATA 23
2.1.2.1 Breakdown of primaries 23
2.1.2.2 Key industry insights 24
2.2 MARKET SIZE ESTIMATION 25
2.3 RESEARCH ASSUMPTIONS AND LIMITATIONS 27
2.4 LIMITATIONS 27
3 EXECUTIVE SUMMARY 28
4 PREMIUM INSIGHTS 31
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CONTACT CENTER SOFTWARE MARKET 31
4.2 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT 31
4.3 CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE 32
4.4 CONTACT CENTER SOFTWARE MARKET, BY SERVICE 33
4.5 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT TYPE 33
4.6 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE 34
4.7 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL AND REGION 34
5 MARKET OVERVIEW AND INDUSTRY TRENDS 35
5.1 INTRODUCTION 35
5.2 MARKET DYNAMICS 35
5.2.1 DRIVERS 36
5.2.1.1 Rise in omnichannel communication 36
5.2.1.2 Growing need to cater to dynamic customer requirements 36
5.2.2 RESTRAINTS 36
5.2.2.1 Difficult to integrate with legacy systems 36

5.2.3 OPPORTUNITIES 36
5.2.3.1 Rise in the use of social media by customers 36
5.2.3.2 Advancements in technologies such as artificial intelligence
and analytics 37
5.2.4 CHALLENGES 37
5.2.4.1 Need to redesign contact center business processes to be compliant with new data laws and regulations 37
5.2.4.2 Constant need to train contact center employees due to high attrition rate 37
5.3 INDUSTRY TRENDS 38
5.3.1 USE CASES 38
5.3.1.1 Use case #1 38
5.3.1.2 Use case #2 38
6 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT 39
6.1 INTRODUCTION 40
6.2 SOFTWARE 41
6.2.1 INTELLIGENT CALL ROUTING 43
6.2.2 WORKFORCE OPTIMIZATION 43
6.2.3 REPORTING AND ANALYTICS 44
6.2.4 INTELLIGENT VIRTUAL ASSISTANTS 45
6.2.5 SECURITY 45
6.2.5.1 Fraud management 46
6.2.5.2 Network security 47
6.2.5.3 Others 47
6.2.6 DIALER 48
6.2.6.1 Preview dialer 49
6.2.6.2 Progressive dialer 49
6.2.6.3 Predictive dialer 50
6.2.7 CUSTOMER COLLABORATION 50
6.2.8 AUTOMATIC CALL DISTRIBUTION 51
6.2.9 COMPUTER TELEPHONY INTEGRATION 51
6.2.10 CALL RECORDING 52
6.2.11 INTERACTIVE VOICE RESPONSE 53
6.2.12 OTHERS 53
6.3 SERVICES 54
6.3.1 PROFESSIONAL SERVICES 55
6.3.1.1 Integration and implementation 57
6.3.1.2 Consulting 57
6.3.1.3 Training and support 58
6.3.2 MANAGED SERVICES 59

7 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT TYPE 60
7.1 INTRODUCTION 61
7.2 CLOUD 62
7.3 ON-PREMISES 63
8 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE 64
8.1 INTRODUCTION 65
8.2 LARGE ENTERPRISES 66
8.3 SMALL AND MEDIUM-SIZED ENTERPRISES 67
9 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL 68
9.1 INTRODUCTION 69
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 70
9.3 CONSUMER GOODS AND RETAIL 71
9.4 HEALTHCARE 72
9.5 IT AND TELECOM 73
9.6 GOVERNMENT 74
9.7 TRAVEL AND HOSPITALITY 75
9.8 MEDIA AND ENTERTAINMENT 76
9.9 OTHERS 77
10 CONTACT CENTER SOFTWARE MARKET, BY REGION 78
10.1 INTRODUCTION 79
10.2 NORTH AMERICA 80
10.2.1 UNITED STATES 81
10.2.2 CANADA 82
10.3 EUROPE 86
10.3.1 UNITED KINGDOM 86
10.3.2 GERMANY 86
10.3.3 FRANCE 86
10.3.4 REST OF EUROPE 87
10.4 ASIA PACIFIC 91
10.4.1 CHINA 92
10.4.2 JAPAN 92
10.4.3 AUSTRALIA AND NEW ZEALAND 93
10.4.4 REST OF ASIA PACIFIC 93
10.5 MIDDLE EAST AND AFRICA 97
10.5.1 KINGDOM OF SAUDI ARABIA 97
10.5.2 UNITED ARAB EMIRATES 98
10.5.3 SOUTH AFRICA 98
10.5.4 REST OF MIDDLE EAST AND AFRICA 98

10.6 LATIN AMERICA 102
10.6.1 BRAZIL 102
10.6.2 MEXICO 103
10.6.3 REST OF LATIN AMERICA 103
11 COMPETITIVE LANDSCAPE 108
11.1 OVERVIEW 108
11.2 COMPETITIVE SCENARIO 110
11.2.1 NEW PRODUCT LAUNCHES/SERVICE LAUNCHES/UPGRADATIONS 111
11.2.2 MERGERS AND ACQUISITIONS 112
11.2.3 BUSINESS EXPANSIONS 113
11.2.4 PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS 114
12 COMPANY PROFILES 116
(Business Overview, Solutions Offered, Recent Developments, and MNM View)*
12.1 INTRODUCTION 116
12.2 3CLOGIC 117
12.3 8X8 120
12.4 ALCATEL-LUCENT ENTERPRISE 123
12.5 AMEYO (DRISHTI-SOFT) 124
12.6 ASPECT SOFTWARE 126
12.7 AVAYA 129
12.8 BT 132
12.9 CISCO 134
12.10 ENGHOUSE INTERACTIVE 137
12.11 FIVE9 141
12.12 GENESYS 145
12.13 HUAWEI TECHNOLOGIES 148
12.14 IBM 150
12.15 MITEL 152
12.16 NEC 155
12.17 NICE 157
12.18 ORACLE 160
12.19 RING CENTRAL 162
12.20 SAP 164
12.21 UNIFY 166
12.22 VERIZON 168
12.23 VOCALCOM 170
12.24 WEST CORPORATION 172
12.25 ZENDESK 174
12.26 ZTE 176
*Details on Business Overview, Solutions Offered, Recent Developments, and MNM View might not be captured in case of unlisted companies.
12.27 KEY INNOVATORS 178
12.27.1 FENERO 178
12.27.2 SOLGARI 180
12.27.3 TOPDOWN 181
13 APPENDIX 182
13.1 KEY INDUSTRY INSIGHTS 182
13.2 DISCUSSION GUIDE 183
13.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 188
13.4 AVAILABLE CUSTOMIZATIONS 190
13.5 RELATED REPORTS 190
13.6 AUTHOR DETAILS 191

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