컨택센터(Contact Center) 소프트웨어 시장 : 2027년까지의 세계 예측

출판 : MarketsandMarkets(마켓츠앤마켓츠)출판년월 : 2022년07월

컨택센터(Contact Center) 소프트웨어 시장 : 구성 요소(솔루션 및 서비스), 배포 모델(클라우드 및 온프레미스), 조직 규모(대기업 및 중소기업), 산업 및 지역별 – 2027년까지의 세계 예측
Contact Center Software Market by Component (Solutions and Services), Deployment Model (Cloud and On-Premises), Organization Size ( Large and Small and Medium-Sized Enterprises), Industry and Region – Global Forecast to 2027

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The Contact Center Software market size is expected to grow from USD 35.2 billion in 2022 to USD 93.7 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 21.6% during the forecast period. The infusion of Artificial Intelligence (AI)-related technologies, such as Machine Learning (ML) and Natural Language Processing (NLP), further adds to the available opportunities for contact center solution providers to innovate in the market.
컨택 센터 소프트웨어 시장 규모는 예측 기간 동안 21.6%의 연평균 복합 성장률(CAGR)로 2022년 352억 달러에서 2027년 937억 달러로 성장할 것으로 예상됩니다. 머신 러닝(ML) 및 자연어 처리(NLP)와 같은 인공 지능(AI) 관련 기술의 주입은 컨택 센터 솔루션 공급자가 시장에서 혁신할 수 있는 기회를 추가로 추가합니다.

The services enables benefit the organizations by enhancing the contact center solution’s execution and streamlining their operations
Services form an integral part of the Contact Center Software software life cycle. With these services, contact center solution providers enables end users to integrate and deploy software configured to their requirements. Enterprises across the globe are investing heavily on integrating several applications and tools, such as CRM into their business processes, thus, driving the growth of this segment. The growing need for business agility and rapid deployment of cloud-based solutions also contributes well for the growth of the these services in the market. The managed services segment is expected grow at fast rate over the forecast period.
Scalability and cost-effectiveness are the major factors driving the adoption of cloud-based Contact Center Software.
While enabling contact centers to optimize agent performance, enhance customer experiences, and streamline routing of calls and similar demands, cloud-based contact center solutions help eliminate costs related to physical telephony systems, servers, storage hardware, and technical staff. The cloud-based deployment model is expected to replace the on-premises-based deployment model in the short-term.
The intensely competitive market scenario has encouraged SMEs to invest in contact center solutions to achieve high business efficiency
Being constrained by limited budgets, small IT infrastructure, and staff, SMEs look for flexible, scalable, and cost-effective solutions. Hence, SMEs increasingly adopt cloud-based Contact Center Software solutions to optimize and automate customer communications and outreach.


Contact Center Software in the retail and consumer goods industry has a specific importance in the overall business operations and is expected to deliver a higher RoI
Contact center solutions are one-stop solutions that help retail and consumer goods businesses in building customer-centric market strategies and making faster decisions based on customer preferences, past buying behaviors, and real-time interactions. These solutions assist companies in making significant enhancements in business operations. Using the contact center solutions, companies can easily analyze the historical interest of customers and purchase patterns to deliver the best possible recommendations and gain maximum profits.
North America to dominate the Contact Center Software market in 2022
The two major countries contributing towards region’s growth: the US and Canada are expected to boost the adoption of contact center software solution in the region. The vendors in this region are continuously focusing on developing and integrating contact center solutions for organizations that are willing to streamline their customer care processes. For instance, in December 2021, 8X8, Inc. has announced that DMV Veterinary Centers, an emergency and specialty pet hospitals and services provider in Canada, have deployed their 8×8 Contact Center for Microsoft Teams which has helped DMV Veterinary Centers in meeting the growing demand for veterinary services and thus, effectively enhance the customer experience for pet owners. The solution provides advanced omnichannel contact center capabilities to ensure quick resolution of customer issues across the four veterinary centers in Canada. The growth in call volumes, increase in demand for the remote management of contact center agent performance, heightened adoption of contact center solutions by government and public sector organizations, and rise in M&As and partnerships by contact center providers in the region drive the adoption of contact center solutions in North America.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with the key people. The breakup of the profiles of the primary participants as follows:
• By Company Type: Tier I: 35%, Tier II: 25%, and Tier III: 40%
• By Designation: C-Level: 25%, D-Level: 30%, and Others: 45%
• By Region: North America: 42%, Europe: 25%, APAC: 18%, Row: 15%
The report profiles the following key vendors:
1. Genesys (US)
2. IBM (US)
3. AWS (US)
4. Five9 (US)
5. Twilio (US)
6. Mitel (Canada)
7. NICE (Israel)
8. Cisco (US)
9. BT (UK)
10. Verizon (US)


Research Coverage
The report segments the Contact Center Software market by the component segment which includes solutions and services. The solutions has various types such as omnichannel routing, workforce engagement management, reporting and analytics, customer engagement, others. The services are further segmented into consulting, integration and implementation, and training, support, and maintenance.
Based on the deployment model, the market is segmented into on-premises and cloud.
The market is also segmented based on organization sizes as small and medium-sized enterprises and large enterprises.
Different industries using contact center solutions include BFSI, telecommunications, IT and ITES, government and public sector, retail and consumer goods, manufacturing, energy and utilities and other industries.
The geographic analysis of the contact center market is spread across five major regions: North America, Europe, Asia Pacific, Middle East & Africa, and Latin America.

Key Benefits of Buying the Report

The report will help the market leaders/new entrants in the Contact Center Software market with information on the closest approximations of the revenue numbers for the overall Contact Center Software market and the subsegments. The report will help stakeholders understand the competitive landscape and gain more insights to better position their businesses and to plan suitable go-to-market strategies. The report also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.


목차

TABLE OF CONTENTS

1 INTRODUCTION (Page No. – 42)
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 GEOGRAPHIC SCOPE
1.3.3 YEARS CONSIDERED
1.4 CURRENCY CONSIDERED
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2019–2021
1.5 STAKEHOLDERS
1.6 SUMMARY OF CHANGES

2 RESEARCH METHODOLOGY (Page No. – 48)
    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 primaries
FIGURE 2 BREAKUP OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION
2.1.2.2 Key industry insights
2.2 MARKET BREAKUP AND DATA TRIANGULATION
FIGURE 3 DATA TRIANGULATION
2.3 MARKET SIZE ESTIMATION
FIGURE 4 MARKET: TOP–DOWN AND BOTTOM–UP APPROACHES
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 1 (SUPPLY SIDE): REVENUE OF SERVICES FROM CONTACT CENTER SOFTWARE VENDORS
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF CONTACT CENTER SOFTWARE VENDORS
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 2 (DEMAND SIDE): CONTACT CENTER SOFTWARE MARKET
FIGURE 8 MARKET SIZE ESTIMATION METHODOLOGY – SUPPLY SIDE: ILLUSTRATION OF VENDOR REVENUE ESTIMATION
2.4 MARKET FORECAST
TABLE 2 FACTOR ANALYSIS
2.5 COMPANY EVALUATION MATRIX METHODOLOGY
FIGURE 9 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE
2.6 STARTUP/SME EVALUATION MATRIX METHODOLOGY
FIGURE 10 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE
2.7 ASSUMPTIONS
2.8 LIMITATIONS

3 EXECUTIVE SUMMARY (Page No. – 62)
FIGURE 11 CONTACT CENTER MARKET: GLOBAL SNAPSHOT, 2020–2027
FIGURE 12 TOP-GROWING SEGMENTS IN CONTACT CENTER MARKET
FIGURE 13 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING FORECAST PERIOD
FIGURE 14 CLOUD DEPLOYMENT MODEL TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
FIGURE 15 SMALL AND MEDIUM-SIZED ENTERPRISES TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
FIGURE 16 RETAIL & CONSUMER GOODS INDUSTRY VERTICAL TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
FIGURE 17 NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD

4 PREMIUM INSIGHTS (Page No. – 67)
    4.1 BRIEF OVERVIEW OF CONTACT CENTER MARKET
FIGURE 18 INCREASING INVESTMENTS IN CONTACT CENTER SOLUTIONS TO IMPROVE AND ENHANCE CUSTOMER EXPERIENCES
4.2 CONTACT CENTER MARKET, BY COMPONENT, 2022 VS. 2027
FIGURE 19 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE BY 2027
4.3 CONTACT CENTER MARKET, BY SOLUTION, 2022 VS. 2027
FIGURE 20 OMNICHANNEL ROUTING TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027
4.4 CONTACT CENTER MARKET, BY SERVICE, 2022 VS. 2027
FIGURE 21 INTEGRATION & IMPLEMENTATION SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027
4.5 CONTACT CENTER MARKET, BY DEPLOYMENT MODEL, 2022 VS. 2027
FIGURE 22 ON-PREMISES DEPLOYMENT TO ACCOUNT FOR LARGER MARKET SHARE BY 2027
4.6 CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022 VS. 2027
FIGURE 23 LARGE ENTERPRISES TO ACCOUNT FOR LARGER MARKET SHARE BY 2027
4.7 CONTACT CENTER MARKET, BY INDUSTRY, 2022 VS. 2027
FIGURE 24 BANKING FINANCIAL SERVICES AND INSURANCE VERTICAL TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027
4.8 CONTACT CENTER MARKET—INVESTMENT SCENARIO
FIGURE 25 ASIA PACIFIC TO EMERGE AS BEST MARKET FOR INVESTMENT IN NEXT FIVE YEARS

5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. – 71)
5.1 INTRODUCTION
5.2 MARKET DYNAMICS
FIGURE 26 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CONTACT CENTER SOFTWARE MARKET
5.2.1 DRIVERS
5.2.1.1 Rising adoption of advanced contact center technologies
5.2.1.2 Need for handling contact center attrition and absenteeism
5.2.1.3 Role of social media in contact center operations
5.2.1.4 Increasing adoption of virtual and cloud-based contact center solutions during and post-COVID-19
5.2.1.5 Continuous transition to cloud-based contact centers
5.2.1.6 Growing demand for personalized and streamlined customer interactions
5.2.2 RESTRAINTS
5.2.2.1 Inadequate network bandwidth minimizes the adoption of VoIP and cloud-based telephony
5.2.2.2 High costs and long-term contracts associated with PRI phone services
5.2.2.3 Impact of IVR frauds and cyber-attacks on business operations
5.2.3 OPPORTUNITIES
5.2.3.1 Dynamic customer demands for robust self-service interactions
5.2.3.2 Growing demand for analyzing audio and video conversations
5.2.3.3 Shifting focus of enterprises toward work-from-home culture
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
5.3 ECOSYSTEM
FIGURE 27 CONTACT CENTER SOFTWARE MARKET: ECOSYSTEM
5.4 SUPPLY CHAIN ANALYSIS
FIGURE 28 MARKET: SUPPLY CHAIN
5.5 KEY STAKEHOLDERS AND BUYING CRITERIA
5.5.1 KEY STAKEHOLDERS IN THE BUYING PROCESS
TABLE 3 KEY STAKEHOLDERS IN BUYING PROCESS BY TOP THREE INDUSTRY VERTICALS
5.5.2 BUYING CRITERIA
TABLE 4 CONTACT CENTER SOFTWARE VENDOR’S SELECTION CRITERIA
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 Machine learning
5.6.2.2 Natural language processing
5.7 PRICING ANALYSIS
TABLE 5 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 6 TOP TEN PATENT APPLICANTS (US)
TABLE 7 MARKET – PATENTS GRANTED TO CONTACT CENTER SOFTWARE VENDORS
5.9 KEY CONFERENCES AND EVENTS IN 2022–2023
TABLE 8 MARKET: DETAILED LIST OF CONFERENCES AND EVENTS
5.10 COVID-19 DRIVEN MARKET DYNAMICS
5.10.1 DRIVERS AND OPPORTUNITIES
5.10.2 RESTRAINTS AND CHALLENGES
5.11 CASE STUDY ANALYSIS
5.11.1 CASE STUDY 1: BFSI
5.11.2 CASE STUDY 2: MANUFACTURING
5.11.3 CASE STUDY 3: RETAIL
5.11.4 CASE STUDY 4: HEALTHCARE
5.11.5 CASE STUDY 5: TELECOMMUNICATIONS
5.11.6 CASE STUDY 6: INFORMATION TECHNOLOGY
5.11.7 CASE STUDY 7: GOVERNMENT
5.11.8 CASE STUDY 8: MEDIA AND ENTERTAINMENT
5.12 PORTER’S FIVE FORCES ANALYSIS
FIGURE 31 CONTACT CENTER SOFTWARE MARKET: PORTER’S FIVE FORCES ANALYSIS
TABLE 9 MARKET: PORTER’S FIVE FORCES ANALYSIS
5.12.1 THREAT OF NEW ENTRANTS
5.12.2 THREAT OF SUBSTITUTES
5.12.3 BARGAINING POWER OF SUPPLIERS
5.12.4 BARGAINING POWER OF BUYERS
5.12.5 INTENSITY OF COMPETITIVE RIVALRY
5.13 EMERGING TRENDS
FIGURE 32 TRENDS AND DISRUPTIONS IMPACTING MARKET
5.14 TARIFF AND REGULATORY LANDSCAPE
5.14.1 REGULATORY BODIES, GOVERNMENT AGENCIES AND OTHER ORGANIZATIONS
TABLE 10 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 11 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 12 ASIA-PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 13 REST OF WORLD: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
5.14.2 REGULATIONS
5.14.2.1 North America
5.14.2.2 Europe
5.14.2.3 Asia Pacific
5.14.2.4 Middle East and South Africa
5.14.2.5 Latin America

6 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT (Page No. – 106)
6.1 INTRODUCTION
FIGURE 33 SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
TABLE 14 MARKET, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 15 MARKET, BY COMPONENT, 2021–2027 (USD MILLION)
6.1.1 COMPONENT: MARKET DRIVERS
6.1.2 COMPONENT: COVID-19 IMPACT
6.2 SOLUTION
TABLE 16 SOLUTION: MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
TABLE 17 SOLUTION: MARKET SIZE, BY TYPE, 2021–2027 (USD MILLION)
TABLE 18 SOLUTION: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 19 SOLUTION: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.2.1 OMNICHANNEL ROUTING
6.2.1.1 Digital channels
6.2.1.2 Interactive voice response
6.2.1.3 Automatic call distributors
6.2.1.4 Dialers
6.2.1.5 Virtual agents
TABLE 20 OMNICHANNEL ROUTING: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 21 OMNICHANNEL ROUTING: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT
6.2.2.1 Workforce optimization
6.2.2.2 Call recording and quality management
TABLE 22 WORKFORCE ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 23 WORKFORCE ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.2.3 REPORTING AND ANALYTICS
6.2.3.1 Historical and customized reports
6.2.3.2 Speech analytics
6.2.3.3 Text analytics
TABLE 24 REPORTING AND ANALYTICS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 25 REPORTING AND ANALYTICS: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT
TABLE 26 CUSTOMER ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 27 CUSTOMER ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.2.5 OTHER SOLUTIONS
TABLE 28 OTHERS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 29 OTHERS: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.3 SERVICES
TABLE 30 SERVICES: MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
TABLE 31 SERVICES: MARKET SIZE, BY TYPE, 2021–2027 (USD MILLION)
TABLE 32 SERVICES: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 33 SERVICES: MARKET, BY REGION, 2021–2027 (USD MILLION)
6.3.1 CONSULTING
TABLE 34 CONSULTING: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 35 CONSULTING: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.3.2 IMPLEMENTATION AND INTEGRATION
TABLE 36 IMPLEMENTATION AND INTEGRATION: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 37 IMPLEMENTATION AND INTEGRATION: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
6.3.3 TRAINING, SUPPORT, AND MAINTENANCE
TABLE 38 TRAINING, SUPPORT, AND MAINTENANCE MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 39 TRAINING, SUPPORT, AND MAINTENANCE MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)

7 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODEL (Page No. – 122)
    7.1 INTRODUCTION
FIGURE 34 CLOUD DEPLOYMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
TABLE 40 MARKET, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 41 MARKET, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
7.1.1 DEPLOYMENT MODEL: MARKET DRIVERS
7.1.2 DEPLOYMENT MODEL: COVID-19 IMPACT
7.2 ON-PREMISES
TABLE 42 ON-PREMISES: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 43 ON-PREMISES: MARKET, BY REGION, 2021–2027 (USD MILLION)
7.3 CLOUD
TABLE 44 CLOUD: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 45 CLOUD: MARKET, BY REGION, 2021–2027 (USD MILLION)

8 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE (Page No. – 127)
8.1 INTRODUCTION
8.1.1 ORGANIZATION SIZE: MARKET
8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT
FIGURE 35 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
TABLE 46 MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 47 MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
8.2 LARGE ENTERPRISES
TABLE 48 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
TABLE 49 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)
8.3 SMALL AND MEDIUM-SIZED ENTERPRISES
TABLE 50 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2016–2020(USD MILLION)
TABLE 51 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2021–2027 (USD MILLION)

9 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY (Page No. – 132)
9.1 INTRODUCTION
FIGURE 36 BFSI INDUSTRY EXPECTED TO ACCOUNT FOR THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD
TABLE 52 MARKET, BY INDUSTRY, 2016-2020(USD MILLION)
TABLE 53 MARKET, BY VERTICAL, 2021-2027(USD MILLION)
9.1.1 INDUSTRY: MARKET DRIVERS
9.1.2 INDUSTRY: COVID-19 IMPACT
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
TABLE 54 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 55 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.3 TELECOMMUNICATIONS
TABLE 56 TELECOMMUNICATIONS: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 57 TELECOMMUNICATIONS: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.4 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES
TABLE 58 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 59 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.5 GOVERNMENT AND PUBLIC SECTOR
TABLE 60 GOVERNMENT AND PUBLIC SECTOR: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 61 GOVERNMENT AND PUBLIC SECTOR: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.6 RETAIL AND CONSUMER GOODS
TABLE 62 RETAIL AND CONSUMER GOODS: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 63 RETAIL AND CONSUMER GOODS: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.7 MANUFACTURING
TABLE 64 MANUFACTURING: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 65 MANUFACTURING: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.8 ENERGY AND UTILITIES
TABLE 66 ENERGY AND UTILITIES: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 67 ENERGY AND UTILITIES: MARKET, BY REGION, 2021–2027 (USD MILLION)
9.9 OTHERS
TABLE 68 OTHERS: MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 69 OTHERS: MARKET, BY REGION, 2021–2027 (USD MILLION)

10 CONTACT CENTER SOFTWARE MARKET, BY REGION (Page No. – 144)
10.1 INTRODUCTION
FIGURE 37 ASIA PACIFIC TO SHOW HIGHEST GROWTH RATE DURING FORECAST PERIOD
TABLE 70 MARKET, BY REGION, 2016–2020 (USD MILLION)
TABLE 71 MARKET, BY REGION, 2021–2027 (USD MILLION)
10.2 NORTH AMERICA
10.2.1 NORTH AMERICA: MARKET DRIVERS
10.2.2 NORTH AMERICA: COVID-19 IMPACT
FIGURE 38 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SNAPSHOT
TABLE 72 NORTH AMERICA: MARKET, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 73 NORTH AMERICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 74 NORTH AMERICA: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
TABLE 75 NORTH AMERICA: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
TABLE 76 NORTH AMERICA: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
TABLE 77 NORTH AMERICA: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
TABLE 78 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 79 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
TABLE 80 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 81 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 82 NORTH AMERICA: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
TABLE 83 NORTH AMERICA: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
TABLE 84 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
TABLE 85 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
10.2.3 US
TABLE 86 US: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 87 US: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 88 US: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 89 US: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 90 US: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 91 US: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.2.4 CANADA
TABLE 92 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 93 CANADA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 94 CANADA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 95 CANADA: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 96 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 97 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.3 EUROPE
10.3.1 EUROPE: MARKET DRIVERS
10.3.2 EUROPE: COVID-19 IMPACT
TABLE 98 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 99 EUROPE: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 100 EUROPE: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
TABLE 101 EUROPE: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
TABLE 102 EUROPE: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
TABLE 103 EUROPE: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
TABLE 104 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 105 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
TABLE 106 EUROPE: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 107 EUROPE: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 108 EUROPE: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
TABLE 109 EUROPE: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
TABLE 110 EUROPE: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
TABLE 111 EUROPE: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
10.3.3 UK
TABLE 112 UK: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 113 UK: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 114 UK: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 115 UK: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.3.4 GERMANY
TABLE 116 GERMANY: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 117 GERMANY: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 118 GERMANY: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 119 GERMANY: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.3.5 FRANCE
TABLE 120 FRANCE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 121 FRANCE: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 122 FRANCE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 123 FRANCE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.3.6 BELGIUM
TABLE 124 BELGIUM: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 125 BELGIUM: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 126 BELGIUM: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 127 BELGIUM: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.3.7 REST OF EUROPE
TABLE 128 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 129 REST OF EUROPE: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 130 REST OF EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 131 REST OF EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.4 ASIA PACIFIC
10.4.1 ASIA PACIFIC: MARKET DRIVERS
10.4.2 ASIA PACIFIC: COVID-19 IMPACT
FIGURE 39 ASIA PACIFIC: MARKET SNAPSHOT
TABLE 132 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 133 ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 134 ASIA PACIFIC: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
TABLE 135 ASIA PACIFIC: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
TABLE 136 ASIA PACIFIC: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
TABLE 137 ASIA PACIFIC: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
TABLE 138 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 139 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
TABLE 140 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 141 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 142 ASIA PACIFIC: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
TABLE 143 ASIA PACIFIC: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
TABLE 144 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
TABLE 145 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
10.4.3 CHINA
TABLE 146 CHINA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 147 CHINA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 148 CHINA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 149 CHINA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.4.4 JAPAN
TABLE 150 JAPAN: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 151 JAPAN: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 152 JAPAN: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 153 JAPAN: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.4.5 AUSTRALIA AND NEW ZEALAND
TABLE 154 AUSTRALIA AND NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 155 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 156 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 157 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.4.6 REST OF ASIA PACIFIC
TABLE 158 REST OF ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 159 REST OF ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 160 REST OF ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 161 REST OF ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.5 MIDDLE EAST & AFRICA
10.5.1 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET DRIVERS
10.5.2 MIDDLE EAST & AFRICA: COVID-19 IMPACT
TABLE 162 MIDDLE EAST & AFRICA: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 163 MIDDLE EAST & AFRICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 164 MIDDLE EAST & AFRICA: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
TABLE 165 MIDDLE EAST & AFRICA: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
TABLE 166 MIDDLE EAST & AFRICA: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
TABLE 167 MIDDLE EAST & AFRICA: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
TABLE 168 MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 169 MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
TABLE 170 MIDDLE EAST & AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 171 MIDDLE EAST & AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 172 MIDDLE EAST & AFRICA: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
TABLE 173 MIDDLE EAST & AFRICA: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
TABLE 174 MIDDLE EAST & AFRICA: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
TABLE 175 MIDDLE EAST & AFRICA: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
10.5.3 SAUDI ARABIA
TABLE 176 SAUDI ARABIA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 177 SAUDI ARABIA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 178 SAUDI ARABIA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 179 SAUDI ARABIA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.5.4 UAE
TABLE 180 UAE: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 181 UAE: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 182 UAE: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 183 UAE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.5.5 REST OF MIDDLE EAST & AFRICA
TABLE 184 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 185 REST OF MIDDLE EAST & AFRICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 186 REST OF MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 187 REST OF MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.6 LATIN AMERICA
10.6.1 LATIN AMERICA: MARKET DRIVERS
10.6.2 LATIN AMERICA: COVID-19 IMPACT
TABLE 188 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 189 LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 190 LATIN AMERICA: MARKET SIZE, BY SOLUTION, 2016–2020 (USD MILLION)
TABLE 191 LATIN AMERICA: MARKET SIZE, BY SOLUTION, 2021–2027 (USD MILLION)
TABLE 192 LATIN AMERICA: MARKET SIZE, BY SERVICES, 2016–2020 (USD MILLION)
TABLE 193 LATIN AMERICA: MARKET SIZE, BY SERVICES, 2021–2027 (USD MILLION)
TABLE 194 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 195 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
TABLE 196 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2016–2020 (USD MILLION)
TABLE 197 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2021–2027 (USD MILLION)
TABLE 198 LATIN AMERICA: MARKET SIZE, BY INDUSTRY, 2016–2020 (USD MILLION)
TABLE 199 LATIN AMERICA: MARKET SIZE, BY INDUSTRY, 2021–2027 (USD MILLION)
TABLE 200 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
TABLE 201 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2021–2027 (USD MILLION)
10.6.3 BRAZIL
TABLE 202 BRAZIL: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 203 BRAZIL: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 204 BRAZIL: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 205 BRAZIL: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.6.4 MEXICO
TABLE 206 MEXICO: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 207 MEXICO: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 208 MEXICO: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 209 MEXICO: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)
10.6.5 REST OF LATIN AMERICA
TABLE 210 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
TABLE 211 REST OF LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2021–2027 (USD MILLION)
TABLE 212 REST OF LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
TABLE 213 REST OF LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2027 (USD MILLION)

11 COMPETITIVE LANDSCAPE (Page No. – 198)
11.1 INTRODUCTION
FIGURE 40 MARKET EVALUATION FRAMEWORK, 2019–2022
11.2 KEY PLAYERS’ STRATEGIES/RIGHT TO WIN
TABLE 214 OVERVIEW OF STRATEGIES BY KEY CONTACT CENTER SOFTWARE VENDORS
11.3 MARKET SHARE OF TOP VENDORS
TABLE 215 CONTACT CENTER SOFTWARE: DEGREE OF COMPETITION
FIGURE 41 CONTACT CENTER SOFTWARE MARKET: VENDOR SHARE ANALYSIS
11.4 HISTORICAL REVENUE ANALYSIS OF LEADING PLAYERS
FIGURE 42 HISTORICAL FIVE-YEAR REVENUE ANALYSIS OF LEADING PLAYERS, 2017-2021
11.5 COMPETITIVE SCENARIO
TABLE 216 MARKET: PRODUCT LAUNCHES AND ENHANCEMENTS, 2019–2022
TABLE 217 MARKET: DEALS, 2019–2022
11.6 COMPANY EVALUATION QUADRANT
11.6.1 STARS
11.6.2 EMERGING LEADERS
11.6.3 PERVASIVE PLAYERS
11.6.4 PARTICIPANTS
FIGURE 43 CONTACT CENTER SOFTWARE MARKET (GLOBAL): COMPANY EVALUATION QUADRANT, 2021
11.7 COMPANY PRODUCT FOOTPRINT ANALYSIS
TABLE 218 COMPANY APPLICATION FOOTPRINT
TABLE 219 COMPANY VERTICAL FOOTPRINT
TABLE 220 COMPANY REGION FOOTPRINT
TABLE 221 COMPANY FOOTPRINT
11.8 SME EVALUATION QUADRANT
11.8.1 PROGRESSIVE COMPANIES
11.8.2 RESPONSIVE COMPANIES
11.8.3 DYNAMIC COMPANIES
11.8.4 STARTING BLOCKS
FIGURE 44 CONTACT CENTER SOFTWARE MARKET: SME EVALUATION QUADRANT, 2021
11.8.5 COMPETITIVE BENCHMARKING
TABLE 222 MARKET: DETAILED LIST OF KEY STARTUP/SMES
11.9 SME/STARTUP PRODUCT FOOTPRINT ANALYSIS
TABLE 223 SME/STARTUP APPLICATION FOOTPRINT
TABLE 224 SME/STARTUP VERTICAL FOOTPRINT
TABLE 225 SME/STARTUP REGION FOOTPRINT
TABLE 226 SME/STARTUP FOOTPRINT

12 COMPANY PROFILES (Page No. – 218)
12.1 INTRODUCTION
12.2 KEY COMPANIES
(Business Overview, Products/Services/Solutions Offered, Recent Developments, and MnM View)*
12.2.1 GENESYS
TABLE 227 GENESYS: BUSINESS OVERVIEW
TABLE 228 GENESYS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 229 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 230 GENESYS: DEALS
12.2.2 IBM
TABLE 231 IBM: BUSINESS OVERVIEW
FIGURE 45 IBM: COMPANY SNAPSHOT
TABLE 232 IBM: PRODUCTS/SOLUTIONS/SERVICES OFFERED
12.2.3 AWS
TABLE 233 AWS: BUSINESS OVERVIEW
FIGURE 46 AWS: COMPANY SNAPSHOT
TABLE 234 AWS: SOLUTIONS/SERVICES OFFERED
TABLE 235 AWS: PRODUCT LAUNCHES
TABLE 236 AWS: DEALS
12.2.4 FIVE9
TABLE 237 FIVE9: BUSINESS OVERVIEW
FIGURE 47 FIVE9: COMPANY SNAPSHOT
TABLE 238 FIVE9: PRODUCTS/SERVICES/SOLUTIONS OFFERED
TABLE 239 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 240 FIVE9: DEALS
12.2.5 TWILIO
TABLE 241 TWILIO: BUSINESS OVERVIEW
FIGURE 48 TWILIO: COMPANY SNAPSHOT
TABLE 242 TWILIO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 243 TWILIO: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 244 TWILIO: DEALS
12.2.6 MITEL
TABLE 245 MITEL: BUSINESS OVERVIEW
TABLE 246 MITE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 247 MITEL: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 248 MITEL: DEALS
12.2.7 NICE
TABLE 249 NICE: BUSINESS OVERVIEW
FIGURE 49 NICE: COMPANY SNAPSHOT
TABLE 250 NICE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 251 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 252 NICE: DEALS
12.2.8 CISCO
TABLE 253 CISCO: BUSINESS OVERVIEW
FIGURE 50 CISCO: COMPANY SNAPSHOT
TABLE 254 CISCO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 255 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 256 CISCO: DEALS
12.2.9 BT
TABLE 257 BT: BUSINESS OVERVIEW
FIGURE 51 BT: COMPANY SNAPSHOT
TABLE 258 BT: PRODUCTS/SOLUTIONS/SERVICES OFFERED
12.2.10 VERIZON
TABLE 259 VERIZON: BUSINESS OVERVIEW
FIGURE 52 VERIZON: COMPANY SNAPSHOT
TABLE 260 VERIZON: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 261 VERIZON: PRODUCT LAUNCHES AND ENHANCEMENTS
12.2.11 AVAYA
TABLE 262 AVAYA: BUSINESS OVERVIEW
FIGURE 53 AVAYA: COMPANY SNAPSHOT
TABLE 263 AVAYA: SOLUTIONS/SERVICES OFFERED
TABLE 264 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 265 AVAYA: DEALS
12.2.12 VONAGE
TABLE 266 VONAGE: BUSINESS OVERVIEW
FIGURE 54 VONAGE: COMPANY SNAPSHOT
TABLE 267 VONAGE: PRODUCTS/SERVICES/SOLUTIONS OFFERED
TABLE 268 VONAGE: PRODUCT LAUNCHES
TABLE 269 VONAGE: DEALS
12.2.13 8X8
TABLE 270 8X8: BUSINESS OVERVIEW
FIGURE 55 8X8: COMPANY SNAPSHOT
TABLE 271 8X8: SOLUTIONS/SERVICES OFFERED
TABLE 272 8X8: PRODUCT LAUNCHES
TABLE 273 8X8: DEALS
12.2.14 ATOS
TABLE 274 ATOS: BUSINESS OVERVIEW
FIGURE 56 ATOS: COMPANY SNAPSHOT
TABLE 275 ATOS: SOLUTIONS/SERVICES OFFERED
TABLE 276 ATOS: PRODUCT LAUNCHES
TABLE 277 ATOS: DEALS
12.2.15 TALKDESK
TABLE 278 TALKDESK: BUSINESS OVERVIEW
TABLE 279 TALKDESK: PRODUCTS/SERVICES/SOLUTIONS OFFERED
TABLE 280 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 281 TALKDESK: DEALS
12.2.16 ALCATEL-LUCENT ENTERPRISE
12.2.17 SINCH
12.2.18 ORACLE
12.2.19 RINGCENTRAL
12.2.20 LIFESIZE
12.2.21 CONTENT GURU
12.2.22 ASPECT SOFTWARE
12.2.23 ENGHOUSE INTERACTIVE
12.2.24 3CLOGIC
12.2.25 AMEYO
12.2.26 INTRADO
12.2.27 AT&T
12.2.28 NEC
12.2.29 ZTE
* Business Overview, Products/Services/Solutions Offered, Recent Developments, and MnM View might not be captured in case of unlisted companies.
12.3 STARTUP/SME PROFILES
12.3.1 VOCALCOM
12.3.2 EVOLVE IP
12.3.3 UJET
12.3.4 AMTELCO
12.3.5 AVOXI
12.3.6 VCC LIVE
12.3.7 GLIA
12.3.8 BRIGHT PATTERN
12.3.9 COMPUTERTALK
12.3.10 C-ZENTRIX

13 ADJACENT MARKET (Page No. – 320)
13.1 INTRODUCTION
13.1.1 RELATED MARKET
TABLE 282 RELATED MARKET
13.2 CLOUD-BASED CONTACT CENTER MARKET
13.2.1 INTRODUCTION
TABLE 283 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
TABLE 284 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
13.2.2 SOLUTIONS
TABLE 285 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
TABLE 286 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2020–2025 (USD MILLION)
TABLE 287 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 288 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
13.2.2.1 Omnichannel routing
TABLE 289 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 290 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
13.2.2.2 Workforce engagement management
TABLE 291 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 292 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
13.2.2.3 Reporting and analytics
TABLE 293 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 294 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
13.2.2.4 Customer engagement management
TABLE 295 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 296 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
13.2.2.5 Other solutions
TABLE 297 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 298 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
13.2.3 SERVICES
TABLE 299 SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 300 SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)

14 APPENDIX (Page No. – 330)
     14.1 DISCUSSION GUIDE
14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
14.3 AVAILABLE CUSTOMIZATION OPTIONS
14.4 RELATED REPORTS
14.5 AUTHOR DETAILS


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