Global Contact Center Software Market Size, Trends & Analysis - Forecasts To 2026 By Solution (Automatic Call Distribution (ACD), Call Recording, Computer Telephony Integration (CTI), Customer Collaboration, Dialer, Others), By Service (Integration & Deployment, Support & Maintenance, Training & Consulting, Managed Services), By Enterprise (Small and medium Enterprise, Large Enterprise), By Deployment (Hosted, On-premise), By End Use (BFSI, Consumer Goods & Retail, Government, Travel & Hospitality, Healthcare, IT & Telecom, Others), By Region (North America, Europe, Asia Pacific and Rest of the World); Vendor Landscape, End User Landscape and Company Market Share Analysis & Competitor Analysis

Global Contact Center Software Market Size, Trends & Analysis - Forecasts To 2026 By Solution (Automatic Call Distribution (ACD), Call Recording, Computer Telephony Integration (CTI), Customer Collaboration, Dialer, Others), By Service (Integration & Deployment, Support & Maintenance, Training & Consulting, Managed Services), By Enterprise (Small and medium Enterprise, Large Enterprise), By Deployment (Hosted, On-premise), By End Use (BFSI, Consumer Goods & Retail, Government, Travel & Hospitality, Healthcare, IT & Telecom, Others), By Region (North America, Europe, Asia Pacific and Rest of the World); Vendor Landscape, End User Landscape and Company Market Share Analysis & Competitor Analysis

  • Published Date: February 26 : 2020
  • Base Year for Estimate: 2019
  • Report Id:1813

Contact Center Software Market: Insights

The global contact center software market is estimated to witness a significant CAGR during the forecast period (2019-2026). The growth of the contact center software market is anticipated to increase with the Increasing demand for the automation of contact center solutions, growing emphasis on enhancing customer experience through Omni channel solutions and surging adoption of cloud-based contact centers among others.

Contact Center Software Market

Contact Center Software Market: By Solution

On the basis of solution, the global contact center software market is segmented into automatic call distribution (ACD), call recording, computer telephony integration (CTI), customer collaboration, dialer and others.  The report contains quantitative insights about the following:

  1. Introduction   
    1. Contact Center Software Market, By Solution, 2018-2026 (USD Million)     
  2. Automatic Call Distribution (ACD)      
    1. Automatic Call Distribution (ACD): Contact Center Software Market, 2018-2026 (USD Million)       
  3. Call Recording           
    1. Call Recording: Contact Center Software Market, 2018-2026 (USD Million)
  4. Computer Telephony Integration (CTI)           
    1. Computer Telephony Integration (CTI): Contact Center Software Market, 2018-2026 (USD Million)
  5. Customer Collaboration        
    1. Customer Collaboration: Contact Center Software Market, 2018-2026 (USD Million)
  6. Dialer 
    1. Dialer: Contact Center Software Market, 2018-2026 (USD Million)
  7. Others           
    1. Others: Contact Center Software Market, 2018-2026 (USD Million)

Contact Center Software Market: By Service

On the basis of service, the global contact center software market is segmented into integration & deployment, support & maintenance, training & consulting and managed services. The report contains quantitative insights about the following:

  1. Introduction   
    1. Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)  
  2. Integration & Deployment     
    1. Integration & Deployment: Contact Center Software Market, 2018-2026 (USD Million)      
  3. Support & Maintenance        
    1. Support & Maintenance: Contact Center Software Market, 2018-2026 (USD Million)
  4. Training & Consulting 
    1. Training & Consulting: Contact Center Software Market, 2018-2026 (USD Million)  
  5. Managed Services     
    1. Managed Services: Contact Center Software Market, 2018-2026 (USD Million)      

Contact Center Software Market: By Enterprise

On the basis of enterprise, the global contact center software market is segmented into small and medium enterprise and large enterprise.  The report contains quantitative insights about the following:

  1. Introduction   
    1. Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)  
  2. Small and medium Enterprise           
    1. Small and medium Enterprise: Contact Center Software Market, 2018-2026 (USD Million)
  3. Large Enterprise        
    1. Large Enterprise: Contact Center Software Market, 2018-2026 (USD Million)

Contact Center Software Market: By Deployment

On the basis of deployment, the global contact center software market is segmented into hosted and on premise. The report contains quantitative insights about the following:

  1. Introduction   
    1. Contact Center Software Market, By Service, 2018-2026 (USD Million)      
  2. Hosted          
    1. Hosted: Contact Center Software Market, 2018-2026 (USD Million)           
  3. On-premise    
    1. On-premise: Contact Center Software Market, 2018-2026 (USD Million)

Contact Center Software Market: By End Use

On the basis of end use, the global contact center software market is segmented into BFSI, consumer goods & retail, government, travel & hospitality, healthcare, it & telecom and among others. The report contains quantitative insights about the following:

  1. Introduction   
    1. Contact Center Software Market, By End-Use, 2018-2026 (USD Million)     
  2. BFSI  
    1. BFSI: Contact Center Software Market, 2018-2026 (USD Million)   
  3. Consumer Goods & Retail     
    1. Consumer Goods & Retail: Contact Center Software Market, 2018-2026 (USD Million)
  4. Government  
    1. Government: Contact Center Software Market, 2018-2026 (USD Million)
  5. Travel & Hospitality   
    1. Travel & Hospitality: Contact Center Software Market, 2018-2026 (USD Million)
  6. Healthcare    
    1. Healthcare: Contact Center Software Market, 2018-2026 (USD Million)
  7. IT & Telecom 
    1. IT & Telecom: Contact Center Software Market, 2018-2026 (USD Million)
  8. Others           
    1. Others: Contact Center Software Market, 2018-2026 (USD Million)

Global Contact Center Software Market

Contact Center Software Market: By Region

On the basis of region, the global contact center software market is segmented into North America, Europe, Asia Pacific, Central & South America and Middle East & Africa. The countries covered include: U.S., Canada, Mexico, Germany, France, UK, Italy, Spain, China, India, Japan, South Korea, Australia, Brazil, Saudi Arabia, UAE, and South Africa among others. The report provides qualitative & quantitative insights both at a regional as well as country level.

  1. Introduction    
    1. Global Contact Center Software Market, Regional Analysis, 2018-2026 (USD Million)            
  2. North America
    1. North America Contact Center Software Market, Regional Analysis, 2018-2026 (USD Million)           
      1. By Solution        
        1. North America Contact Center Software Market, By Solution, 2018-2026 (USD Million)   
      2. By Service          
        1. North America Contact Center Software Market, By Service, 2018-2026 (USD Million)     
      3. By Enterprise    
        1. North America Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)             
      4. By Deployment
        1. North America Contact Center Software Market, By Deployment, 2018-2026 (USD Million)
      5. By End Use        
        1. North America Contact Center Software Market, By End Use, 2018-2026 (USD Million)   
      6. By Country         
        1. U.S        
          1. By Solution        
            1. U.S Contact Center Software Market, By Solution, 2018-2026 (USD Million)         
          2. By Service          
            1. U.S Contact Center Software Market, By Service, 2018-2026 (USD Million)           
          3. By Enterprise    
            1. U.S Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)     
          4. By Deployment
            1. U.S Contact Center Software Market, By Deployment, 2018-2026 (USD Million)
          5. By End Use        
            1. U.S Contact Center Software Market, By End Use, 2018-2026 (USD Million)         
        2. Canada.               
          1. By Solution        
            1. Canada Contact Center Software Market, By Solution, 2018-2026 (USD Million) 
          2. By Service          
            1. Canada Contact Center Software Market, By Service, 2018-2026 (USD Million)   
          3. By Enterprise    
            1. Canada Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)       
          4. By Deployment
            1. Canada Contact Center Software Market, By Deployment, 2018-2026 (USD Million)
          5. By End Use        
            1. Canada Contact Center Software Market, By End Use, 2018-2026 (USD Million) 
        3. Mexico
          1. By Solution        
            1. Mexico Contact Center Software Market, By Solution, 2018-2026 (USD Million) 
          2. By Service          
            1. Mexico Contact Center Software Market, By Service, 2018-2026 (USD Million)   
          3. By Enterprise    
            1. Mexico Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)       
          4. By Deployment
            1. Mexico Contact Center Software Market, By Deployment, 2018-2026 (USD Million)       
          5. By End Use        
            1. Mexico Contact Center Software Market, By End Use, 2018-2026 (USD Million)
  3. Europe               
    1. Europe Contact Center Software Market, Regional Analysis, 2018-2026 (USD Million)          
      1. By Solution        
        1. Europe Contact Center Software Market, By Solution, 2018-2026 (USD Million)  
      2. By Service          
        1. Europe Contact Center Software Market, By Service, 2018-2026 (USD Million)    
      3. By Enterprise    
        1. Europe Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)             
      4. By Deployment
        1. Europe Contact Center Software Market, By Deployment, 2018-2026 (USD Million)         
      5. By End Use        
        1. Europe Contact Center Software Market, By End Use, 2018-2026 (USD Million)
      6. By Country         
        1. Germany            
          1. By Solution        
            1. Germany Contact Center Software Market, By Solution, 2018-2026 (USD Million)       
          2. By Service          
            1. Germany Contact Center Software Market, By Service, 2018-2026 (USD Million)       
          3. By Enterprise    
            1. Germany Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)       
          4. By Deployment
            1. Germany Contact Center Software Market, By Deployment, 2018-2026 (USD Million)        
          5. By End Use        
            1. Germany Contact Center Software Market, By End Use, 2018-2026 (USD Million)
        2. UK         
          1. By Solution        
            1. UK Contact Center Software Market, By Solution, 2018-2026 (USD Million)          
          2. By Service          
            1. UK Contact Center Software Market, By Service, 2018-2026 (USD Million)            
          3. By Enterprise    
            1. UK Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)      
          4. By Deployment
            1. UK Contact Center Software Market, By Deployment, 2018-2026 (USD Million)
          5. By End Use        
            1. UK Contact Center Software Market, By End Use, 2018-2026 (USD Million)          
        3. France 
          1. By Solution        
            1. France Contact Center Software Market, By Solution, 2018-2026 (USD Million)   
          2. By Service          
            1. France Contact Center Software Market, By Service, 2018-2026 (USD Million)     
          3. By Enterprise    
            1. France Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)       
          4. By Deployment
            1. France Contact Center Software Market, By Deployment, 2018-2026 (USD Million)       
          5. By End Use        
            1. France Contact Center Software Market, By End Use, 2018-2026 (USD Million)
        4. Italy      
          1. By Solution        
            1. Italy Contact Center Software Market, By Solution, 2018-2026 (USD Million)        
          2. By Service          
            1. Italy Contact Center Software Market, By Service, 2018-2026 (USD Million)          
          3. By Enterprise    
            1. Italy Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)   
          4. By Deployment
            1. Italy Contact Center Software Market, By Deployment, 2018-2026 (USD Million)
          5. By End Use        
            1. Italy Contact Center Software Market, By End Use, 2018-2026 (USD Million)        
        5. Spain    
          1. By Solution        
            1. Spain Contact Center Software Market, By Solution, 2018-2026 (USD Million)     
          2. By Service          
            1. Spain Contact Center Software Market, By Service, 2018-2026 (USD Million)       
          3. By Enterprise    
            1. Spain Contact Center Software Market, By Enterprise, 2018-2026 (USD Million) 
          4. By Deployment
            1. Spain Contact Center Software Market, By Deployment, 2018-2026 (USD Million)
          5. By End Use        
            1. Spain Contact Center Software Market, By End Use, 2018-2026 (USD Million)             
        6. Rest Of Europe
          1. By Solution        
            1. Rest Of Europe Contact Center Software Market, By Solution, 2018-2026 (USD Million)        
          2. By Service          
            1. Rest Of Europe Contact Center Software Market, By Service, 2018-2026 (USD Million)        
          3. By Enterprise    
            1. Rest Of Europe Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)        
          4. By Deployment
            1. Rest Of Europe Contact Center Software Market, By Deployment, 2018-2026 (USD Million)        
          5. By End Use        
            1. Rest Of Europe Contact Center Software Market, By End Use, 2018-2026 (USD Million)
  4. Asia Pacific       
    1. Asia Pacific Contact Center Software Market, Regional Analysis, 2018-2026 (USD Million)   
      1. By Solution        
        1. Asia Pacific Contact Center Software Market, By Solution, 2018-2026 (USD Million)          
      2. By Service          
        1. Asia Pacific Contact Center Software Market, By Service, 2018-2026 (USD Million)            
      3. By Enterprise    
        1. Asia Pacific Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)      
      4. By Deployment
        1. Asia Pacific Contact Center Software Market, By Deployment, 2018-2026 (USD Million)  
      5. By Country         
        1. China    
          1. By Solution        
            1. China Contact Center Software Market, By Solution, 2018-2026 (USD Million)     
          2. By Service          
            1. China Contact Center Software Market, By Service, 2018-2026 (USD Million)       
          3. By Enterprise    
            1. China Contact Center Software Market, By Enterprise, 2018-2026 (USD Million) 
          4. By Deployment
            1. China Contact Center Software Market, By Deployment, 2018-2026 (USD Million)       
          5. By End Use        
            1. China Contact Center Software Market, By End Use, 2018-2026 (USD Million)
        2. Japan   
          1. By Solution        
            1. Japan Contact Center Software Market, By Solution, 2018-2026 (USD Million)     
          2. By Service          
            1. Japan Contact Center Software Market, By Service, 2018-2026 (USD Million)       
          3. By Enterprise    
            1. Japan Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)
          4. By Deployment
            1. Japan Contact Center Software Market, By Deployment, 2018-2026 (USD Million)       
          5. By End Use        
            1. Japan Contact Center Software Market, By End Use, 2018-2026 (USD Million)
        3. India     
          1. By Solution        
            1. India Contact Center Software Market, By Solution, 2018-2026 (USD Million)      
          2. By Service          
            1. India Contact Center Software Market, By Service, 2018-2026 (USD Million)        
          3. By Enterprise    
            1. India Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)  
          4. By Deployment
            1. India Contact Center Software Market, By Deployment, 2018-2026 (USD Million)
          5. By End Use        
            1. India Contact Center Software Market, By End Use, 2018-2026 (USD Million)      
        4. South Korea      
          1. By Solution        
            1. South Korea Contact Center Software Market, By Solution, 2018-2026 (USD Million)       
          2. By Service          
            1. South Korea Contact Center Software Market, By Service, 2018-2026 (USD Million)       
          3. By Enterprise    
            1. South Korea Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)        
          4. By Deployment
            1. South Korea Contact Center Software Market, By Deployment, 2018-2026 (USD Million)        
          5. By End Use        
            1. South Korea Contact Center Software Market, By End Use, 2018-2026 (USD Million)
  5. Central & South America            
    1. Central & South America Contact Center Software Market, Regional Analysis, 2018-2026 (USD Million)       
      1. By Solution        
        1. Central & South America Contact Center Software Market, By Solution, 2018-2026 (USD Million)              
      2. By Service          
        1. Central & South America Contact Center Software Market, By Service, 2018-2026 (USD Million)              
      3. By Enterprise    
        1. Central & South America Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)              
      4. By Deployment
        1. Central & South America Contact Center Software Market, By Deployment, 2018-2026 (USD Million)              
      5. By End Use        
        1. Central & South America Contact Center Software Market, By End Use, 2018-2026 (USD Million)
      6. By Country         
        1. Brazil    
          1. By Solution        
            1. Brazil Contact Center Software Market, By Solution, 2018-2026 (USD Million)      
          2. By Service          
            1. Brazil Contact Center Software Market, By Service, 2018-2026 (USD Million)        
          3. By Enterprise    
            1. Brazil Contact Center Software Market, By Enterprise, 2018-2026 (USD Million) 
          4. By Deployment
            1. Brazil Contact Center Software Market, By Deployment, 2018-2026 (USD Million)       
          5. By End Use        
            1. Brazil Contact Center Software Market, By End Use, 2018-2026 (USD Million)
  6. Middle East & Africa     
    1. Middle East & Africa Contact Center Software Market, Regional Analysis, 2018-2026 (USD Million)
      1. By Solution        
        1. Middle East & Africa Contact Center Software Market, By Solution, 2018-2026 (USD Million)             
      2. By Service          
        1. Middle East & Africa Contact Center Software Market, By Service, 2018-2026 (USD Million)             
      3. By Enterprise    
        1. Middle East & Africa Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)              
      4. By Deployment
        1. Middle East & Africa Contact Center Software Market, By Deployment, 2018-2026 (USD Million)
      5. By End Use        
        1. Middle East & Africa Contact Center Software Market, By End Use, 2018-2026 (USD Million)             
      6. By Country         
        1. Saudi Arabia      
          1. By Solution        
            1. Saudi Arabia Contact Center Software Market, By Solution, 2018-2026 (USD Million)       
          2. By Service          
            1. Saudi Arabia Contact Center Software Market, By Service, 2018-2026 (USD Million)       
          3. By Enterprise    
            1. Saudi Arabia Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)        
          4. By Deployment
            1. Saudi Arabia Contact Center Software Market, By Deployment, 2018-2026 (USD Million)        
          5. By End Use        
            1. Saudi Arabia Contact Center Software Market, By End Use, 2018-2026 (USD Million)
        2. UAE      
          1. By Solution        
            1. UAE Contact Center Software Market, By Solution, 2018-2026 (USD Million)        
          2. By Service          
            1. UAE Contact Center Software Market, By Service, 2018-2026 (USD Million)          
          3. By Enterprise    
            1. UAE Contact Center Software Market, By Enterprise, 2018-2026 (USD Million)   
          4. By Deployment
            1. UAE Contact Center Software Market, By Deployment, 2018-2026 (USD Million)
          5. By End Use        
            1. UAE Contact Center Software Market, By End Use, 2018-2026 (USD Million)

Contact Center Software Market: End Use Landscape

The end-user landscape entails a list of current and prospective consumers prevailing across the regions. This section briefs you about company addresses, contact details, products, and regional presence of companies who are purchasing or are likely to purchase contact center software. The key end-users of the markets are Bank of America, LG, Samsung, and Walmart among others.

Contact Center Software Market: Vendor Landscape

The report contains a chapter dedicated to vendors operating in the market, covering raw material manufactures, equipment developers, manufacturers, and distributors. The report provides these insights on a regional level. This section of the report entails contact details, experience, products manufactured/supplied, and geographical presence of companies.

Contact Center Software Market: Share & Competitor Analysis

Some of the key players operating in the contact center software market are Alcatel-Lucent Enterprise; Avaya, Inc.; Cisco Systems, Inc.; Enghouse Interactive, Inc.; Five9, Inc.; Genesys; Microsoft Corporation; NEC Corporation; Mitel Corporation; SAP SE; Nice Systems Ltd.; and Huawei Technologies Co., Ltd among others.

Please note: This is not an exhaustive list of companies profiled in the report.

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The global Contact Center Software Market has been studied from the year 2017 till 2026. However, the CAGR provided in the report is from the year 2018 to 2026. The research methodology involved three stages: Desk research, Primary research, and Analysis & Output from the entire research process.

Contact Center Software Market

The desk research involved a robust background study which meant referring to paid and unpaid databases to understand the market dynamics; mapping contracts from press releases; identifying the key players in the market, studying their product portfolio, competition level, annual reports/SEC filings & investor presentations; and learning the demand and supply side analysis for the Contact Center Software market.

Contact Center Software Market

The primary research activity included telephonic conversations with more than 50 tier 1 industry consultants, distributors, and end-use product manufacturers.

Contact Center Software Market

Finally, based on the above thorough research process, an in-depth analysis was carried out considering the following aspects: market attractiveness, current & future market trends, market share analysis, SWOT analysis of the companies and customer analytics.

Contact Center Software Market

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