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Scope of the Report:
This report studies the Contact Center Software market status and outlook of Global and major regions, from angles of players, countries, product types and end industries; this report analyzes the top players in global market, and splits the Contact Center Software market by product type and applications/end industries.
Evolution of the technology has changed the way enterprises deal with the potential customers. Intelligent communication that offers ubiquitous working environment to interact with the customers has become a basic requirement for customer-centric enterprises. The contact center software is a communication and collaboration application that enables users to resolve inbound queries and manage outbound to serve or acquire customers. Enhanced business agility, improved business continuity, and the growing acceptance of home-based work are driving the growth of cloud-based contact center software market.
Professional services, including consulting, training and support, and integration and implementation of contact center software, are a widely used service type in the contact center software market. Managed services have a higher adoption rate than professional services. Managed services empower organizations to focus on their core business functions while delegating contact center operations to professionals. Managed service providers ensure the efficient management of contact center processes and simultaneously deliver enhanced customer experience through multiple channels.
The global Contact Center Software market is valued at xx million USD in 2017 and is expected to reach xx million USD by the end of 2023, growing at a CAGR of 13.5% between 2017 and 2023.
The Asia-Pacific will occupy for more market share in following years, especially in China, also fast growing India and Southeast Asia regions.
North America, especially The United States, will still play an important role which cannot be ignored. Any changes from United States might affect the development trend of Contact Center Software.
Europe also play important roles in global market, with market size of xx million USD in 2017 and will be xx million USD in 2023, with a CAGR of xx%.
Market Segment by Companies, this report covers
8x8, Inc.
Alcatel-Lucent Enterprise
Ameyo (Drishti-Soft)
Avaya Inc.
Cisco
Enghouse Interactive Inc.
Five9, Inc.
Genesys
Huawei Technologies Co., Ltd.
Mitel Networks Corporation
Oracle
SAP
Unify, Inc.
Market Segment by Regions, regional analysis covers
North America (United States, Canada and Mexico)
Europe (Germany, France, UK, Russia and Italy)
Asia-Pacific (China, Japan, Korea, India and Southeast Asia)
South America (Brazil, Argentina, Colombia)
Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa)
Market Segment by Type, covers
Cloud
On-Premises
Market Segment by Applications, can be divided into
Large Enterprises
Small and Medium-sized Enterprises
The base year for the study has been considered 2019, historic year 2014 and 2018, the forecast period considered is from 2020 to 2027. The regions analyzed for the market include North America, Europe, South America, Asia Pacific, and Middle East and Africa. These regions are further analyzed at the country-level. The study also includes attractiveness analysis of type, application and regions which are benchmarked based on their market size, growth rate and attractiveness in terms of present and future opportunity for understanding the future growth of the market.
Market is segmented on the basis:
The report offers in-depth analysis of driving factors, opportunities, restraints, and challenges for gaining the key insight of the market. The report emphasizes on all the key trends that play a vital role in the enlargement of the market from 2019 to 2026.
The report provides company profile of the key players operating in the market and a comparative analysis based on their business overviews industry offering, segment market share, regional presence, business strategies, innovations, mergers & acquisitions, recent developments, joint venture, collaborations, partnerships, SWOT analysis, and key financial information.
Table of Contents
1 Contact Center Software Market Overview
1.1 Product Overview and Scope of Contact Center Software
1.2 Classification of Contact Center Software by Types
1.2.1 Global Contact Center Software Revenue Comparison by Types (2017-2023)
1.2.2 Global Contact Center Software Revenue Market Share by Types in 2017
1.2.3 Cloud
1.2.4 On-Premises
1.3 Global Contact Center Software Market by Application
1.3.1 Global Contact Center Software Market Size and Market Share Comparison by Applications (2013-2023)
1.3.2 Large Enterprises
1.3.3 Small and Medium-sized Enterprises
1.4 Global Contact Center Software Market by Regions
1.4.1 Global Contact Center Software Market Size (Million USD) Comparison by Regions (2013-2023)
1.4.1 North America (USA, Canada and Mexico) Contact Center Software Status and Prospect (2013-2023)
1.4.2 Europe (Germany, France, UK, Russia and Italy) Contact Center Software Status and Prospect (2013-2023)
1.4.3 Asia-Pacific (China, Japan, Korea, India and Southeast Asia) Contact Center Software Status and Prospect (2013-2023)
1.4.4 South America (Brazil, Argentina, Colombia) Contact Center Software Status and Prospect (2013-2023)
1.4.5 Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa) Contact Center Software Status and Prospect (2013-2023)
1.5 Global Market Size of Contact Center Software (2013-2023)
2 Manufacturers Profiles
2.1 8x8, Inc.
2.1.1 Business Overview
2.1.2 Contact Center Software Type and Applications
2.1.2.1 Product A
2.1.2.2 Product B
2.1.3 8x8, Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.2 Alcatel-Lucent Enterprise
2.2.1 Business Overview
2.2.2 Contact Center Software Type and Applications
2.2.2.1 Product A
2.2.2.2 Product B
2.2.3 Alcatel-Lucent Enterprise Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.3 Ameyo (Drishti-Soft)
2.3.1 Business Overview
2.3.2 Contact Center Software Type and Applications
2.3.2.1 Product A
2.3.2.2 Product B
2.3.3 Ameyo (Drishti-Soft) Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.4 Avaya Inc.
2.4.1 Business Overview
2.4.2 Contact Center Software Type and Applications
2.4.2.1 Product A
2.4.2.2 Product B
2.4.3 Avaya Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.5 Cisco
2.5.1 Business Overview
2.5.2 Contact Center Software Type and Applications
2.5.2.1 Product A
2.5.2.2 Product B
2.5.3 Cisco Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.6 Enghouse Interactive Inc.
2.6.1 Business Overview
2.6.2 Contact Center Software Type and Applications
2.6.2.1 Product A
2.6.2.2 Product B
2.6.3 Enghouse Interactive Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.7 Five9, Inc.
2.7.1 Business Overview
2.7.2 Contact Center Software Type and Applications
2.7.2.1 Product A
2.7.2.2 Product B
2.7.3 Five9, Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.8 Genesys
2.8.1 Business Overview
2.8.2 Contact Center Software Type and Applications
2.8.2.1 Product A
2.8.2.2 Product B
2.8.3 Genesys Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.9 Huawei Technologies Co., Ltd.
2.9.1 Business Overview
2.9.2 Contact Center Software Type and Applications
2.9.2.1 Product A
2.9.2.2 Product B
2.9.3 Huawei Technologies Co., Ltd. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.10 Mitel Networks Corporation
2.10.1 Business Overview
2.10.2 Contact Center Software Type and Applications
2.10.2.1 Product A
2.10.2.2 Product B
2.10.3 Mitel Networks Corporation Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.11 Oracle
2.11.1 Business Overview
2.11.2 Contact Center Software Type and Applications
2.11.2.1 Product A
2.11.2.2 Product B
2.11.3 Oracle Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.12 SAP
2.12.1 Business Overview
2.12.2 Contact Center Software Type and Applications
2.12.2.1 Product A
2.12.2.2 Product B
2.12.3 SAP Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
2.13 Unify, Inc.
2.13.1 Business Overview
2.13.2 Contact Center Software Type and Applications
2.13.2.1 Product A
2.13.2.2 Product B
2.13.3 Unify, Inc. Contact Center Software Revenue, Gross Margin and Market Share (2016-2017)
3 Global Contact Center Software Market Competition, by Players
3.1 Global Contact Center Software Revenue and Share by Players (2013-2018)
3.2 Market Concentration Rate
3.2.1 Top 5 Contact Center Software Players Market Share
3.2.2 Top 10 Contact Center Software Players Market Share
3.3 Market Competition Trend
4 Global Contact Center Software Market Size by Regions
4.1 Global Contact Center Software Revenue and Market Share by Regions
4.2 North America Contact Center Software Revenue and Growth Rate (2013-2018)
4.3 Europe Contact Center Software Revenue and Growth Rate (2013-2018)
4.4 Asia-Pacific Contact Center Software Revenue and Growth Rate (2013-2018)
4.5 South America Contact Center Software Revenue and Growth Rate (2013-2018)
4.6 Middle East and Africa Contact Center Software Revenue and Growth Rate (2013-2018)
5 North America Contact Center Software Revenue by Countries
5.1 North America Contact Center Software Revenue by Countries (2013-2018)
5.2 USA Contact Center Software Revenue and Growth Rate (2013-2018)
5.3 Canada Contact Center Software Revenue and Growth Rate (2013-2018)
5.4 Mexico Contact Center Software Revenue and Growth Rate (2013-2018)
6 Europe Contact Center Software Revenue by Countries
6.1 Europe Contact Center Software Revenue by Countries (2013-2018)
6.2 Germany Contact Center Software Revenue and Growth Rate (2013-2018)
6.3 UK Contact Center Software Revenue and Growth Rate (2013-2018)
6.4 France Contact Center Software Revenue and Growth Rate (2013-2018)
6.5 Russia Contact Center Software Revenue and Growth Rate (2013-2018)
6.6 Italy Contact Center Software Revenue and Growth Rate (2013-2018)
7 Asia-Pacific Contact Center Software Revenue by Countries
7.1 Asia-Pacific Contact Center Software Revenue by Countries (2013-2018)
7.2 China Contact Center Software Revenue and Growth Rate (2013-2018)
7.3 Japan Contact Center Software Revenue and Growth Rate (2013-2018)
7.4 Korea Contact Center Software Revenue and Growth Rate (2013-2018)
7.5 India Contact Center Software Revenue and Growth Rate (2013-2018)
7.6 Southeast Asia Contact Center Software Revenue and Growth Rate (2013-2018)
8 South America Contact Center Software Revenue by Countries
8.1 South America Contact Center Software Revenue by Countries (2013-2018)
8.2 Brazil Contact Center Software Revenue and Growth Rate (2013-2018)
8.3 Argentina Contact Center Software Revenue and Growth Rate (2013-2018)
8.4 Colombia Contact Center Software Revenue and Growth Rate (2013-2018)
9 Middle East and Africa Revenue Contact Center Software by Countries
9.1 Middle East and Africa Contact Center Software Revenue by Countries (2013-2018)
9.2 Saudi Arabia Contact Center Software Revenue and Growth Rate (2013-2018)
9.3 UAE Contact Center Software Revenue and Growth Rate (2013-2018)
9.4 Egypt Contact Center Software Revenue and Growth Rate (2013-2018)
9.5 Nigeria Contact Center Software Revenue and Growth Rate (2013-2018)
9.6 South Africa Contact Center Software Revenue and Growth Rate (2013-2018)
10 Global Contact Center Software Market Segment by Type
10.1 Global Contact Center Software Revenue and Market Share by Type (2013-2018)
10.2 Global Contact Center Software Market Forecast by Type (2018-2023)
10.3 Cloud Revenue Growth Rate (2013-2023)
10.4 On-Premises Revenue Growth Rate (2013-2023)
11 Global Contact Center Software Market Segment by Application
11.1 Global Contact Center Software Revenue Market Share by Application (2013-2018)
11.2 Contact Center Software Market Forecast by Application (2018-2023)
11.3 Large Enterprises Revenue Growth (2013-2018)
11.4 Small and Medium-sized Enterprises Revenue Growth (2013-2018)
12 Global Contact Center Software Market Size Forecast (2018-2023)
12.1 Global Contact Center Software Market Size Forecast (2018-2023)
12.2 Global Contact Center Software Market Forecast by Regions (2018-2023)
12.3 North America Contact Center Software Revenue Market Forecast (2018-2023)
12.4 Europe Contact Center Software Revenue Market Forecast (2018-2023)
12.5 Asia-Pacific Contact Center Software Revenue Market Forecast (2018-2023)
12.6 South America Contact Center Software Revenue Market Forecast (2018-2023)
12.7 Middle East and Africa Contact Center Software Revenue Market Forecast (2018-2023)
13 Research Findings and Conclusion
14 Appendix
14.1 Methodology
14.2 Data Source
List of Tables and Figures
Figure Contact Center Software Picture
Table Product Specifications of Contact Center Software
Table Global Contact Center Software and Revenue (Million USD) Market Split b
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