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1 Preface
2 Report Coverage – Key Segmentation and Scope
3 Report Description
3.1 Market Definition and Outlook
3.2 Properties and Applications
3.3 Market Analysis
3.4 Key Players
4 Key Assumptions
5 Executive Summary
5.1 Overview
5.2 Key Drivers
5.3 Key Developments
5.4 Competitive Structure
5.5 Key Industrial Trends
6 Snapshot
6.1 Global
6.2 Regional
7 Opportunities and Challenges in the Market
8 Global Contact Centre Software Market Analysis
8.1 Key Industry Highlights
8.2 Global Contact Centre Software Historical Market (2018-2023)
8.3 Global Contact Centre Software Market Forecast (2024-2032)
8.4 Global Contact Centre Software Market by Component
8.4.1 Software
8.4.1.1 Historical Trend (2018-2023)
8.4.1.2 Forecast Trend (2024-2032)
8.4.2 Services
8.4.2.1 Historical Trend (2018-2023)
8.4.2.2 Forecast Trend (2024-2032)
8.5 Global Contact Centre Software Market by Software Type
8.5.1 Intelligent Call Routing
8.5.1.1 Historical Trend (2018-2023)
8.5.1.2 Forecast Trend (2024-2032)
8.5.2 IVR
8.5.2.1 Historical Trend (2018-2023)
8.5.2.2 Forecast Trend (2024-2032)
8.5.3 Workforce Management
8.5.3.1 Historical Trend (2018-2023)
8.5.3.2 Forecast Trend (2024-2032)
8.5.4 Reporting and Analytics
8.5.4.1 Historical Trend (2018-2023)
8.5.4.2 Forecast Trend (2024-2032)
8.5.5 Security Functions
8.5.5.1 Historical Trend (2018-2023)
8.5.5.2 Forecast Trend (2024-2032)
8.5.6 Intelligent Virtual Assistant
8.5.6.1 Historical Trend (2018-2023)
8.5.6.2 Forecast Trend (2024-2032)
8.5.7 Others
8.6 Global Contact Centre Software Market by Deployment Mode
8.6.1 On-Premises
8.6.1.1 Historical Trend (2018-2023)
8.6.1.2 Forecast Trend (2024-2032)
8.6.2 Cloud
8.6.2.1 Historical Trend (2018-2023)
8.6.2.2 Forecast Trend (2024-2032)
8.7 Global Contact Centre Software Market by Enterprise Size
8.7.1 Small and Medium Enterprises
8.7.1.1 Historical Trend (2018-2023)
8.7.1.2 Forecast Trend (2024-2032)
8.7.2 Large Enterprise
8.7.2.1 Historical Trend (2018-2023)
8.7.2.2 Forecast Trend (2024-2032)
8.8 Global Contact Centre Software Market by Industry Vertical
8.8.1 BFSI
8.8.1.1 Historical Trend (2018-2023)
8.8.1.2 Forecast Trend (2024-2032)
8.8.2 Healthcare
8.8.2.1 Historical Trend (2018-2023)
8.8.2.2 Forecast Trend (2024-2032)
8.8.3 Retail and E-commerce
8.8.3.1 Historical Trend (2018-2023)
8.8.3.2 Forecast Trend (2024-2032)
8.8.4 Government and Education
8.8.4.1 Historical Trend (2018-2023)
8.8.4.2 Forecast Trend (2024-2032)
8.8.5 IT and Telecom
8.8.5.1 Historical Trend (2018-2023)
8.8.5.2 Forecast Trend (2024-2032)
8.8.6 Travel and Hospitality
8.8.6.1 Historical Trend (2018-2023)
8.8.6.2 Forecast Trend (2024-2032)
8.8.7 Others
8.9 Global Contact Centre Software Market by Region
8.9.1 North America
8.9.1.1 Historical Trend (2018-2023)
8.9.1.2 Forecast Trend (2024-2032)
8.9.2 Europe
8.9.2.1 Historical Trend (2018-2023)
8.9.2.2 Forecast Trend (2024-2032)
8.9.3 Asia Pacific
8.9.3.1 Historical Trend (2018-2023)
8.9.3.2 Forecast Trend (2024-2032)
8.9.4 Latin America
8.9.4.1 Historical Trend (2018-2023)
8.9.4.2 Forecast Trend (2024-2032)
8.9.5 Middle East and Africa
8.9.5.1 Historical Trend (2018-2023)
8.9.5.2 Forecast Trend (2024-2032)
9 North America Contact Centre Software Market Analysis
9.1 United States of America
9.1.1 Historical Trend (2018-2023)
9.1.2 Forecast Trend (2024-2032)
9.2 Canada
9.2.1 Historical Trend (2018-2023)
9.2.2 Forecast Trend (2024-2032)
10 Europe Contact Centre Software Market Analysis
10.1 United Kingdom
10.1.1 Historical Trend (2018-2023)
10.1.2 Forecast Trend (2024-2032)
10.2 Germany
10.2.1 Historical Trend (2018-2023)
10.2.2 Forecast Trend (2024-2032)
10.3 France
10.3.1 Historical Trend (2018-2023)
10.3.2 Forecast Trend (2024-2032)
10.4 Italy
10.4.1 Historical Trend (2018-2023)
10.4.2 Forecast Trend (2024-2032)
10.5 Others
11 Asia Pacific Contact Centre Software Market Analysis
11.1 China
11.1.1 Historical Trend (2018-2023)
11.1.2 Forecast Trend (2024-2032)
11.2 Japan
11.2.1 Historical Trend (2018-2023)
11.2.2 Forecast Trend (2024-2032)
11.3 India
11.3.1 Historical Trend (2018-2023)
11.3.2 Forecast Trend (2024-2032)
11.4 ASEAN
11.4.1 Historical Trend (2018-2023)
11.4.2 Forecast Trend (2024-2032)
11.5 Australia
11.5.1 Historical Trend (2018-2023)
11.5.2 Forecast Trend (2024-2032)
11.6 Others
12 Latin America Contact Centre Software Market Analysis
12.1 Brazil
12.1.1 Historical Trend (2018-2023)
12.1.2 Forecast Trend (2024-2032)
12.2 Argentina
12.2.1 Historical Trend (2018-2023)
12.2.2 Forecast Trend (2024-2032)
12.3 Mexico
12.3.1 Historical Trend (2018-2023)
12.3.2 Forecast Trend (2024-2032)
12.4 Others
13 Middle East and Africa Contact Centre Software Market Analysis
13.1 Saudi Arabia
13.1.1 Historical Trend (2018-2023)
13.1.2 Forecast Trend (2024-2032)
13.2 United Arab Emirates
13.2.1 Historical Trend (2018-2023)
13.2.2 Forecast Trend (2024-2032)
13.3 Nigeria
13.3.1 Historical Trend (2018-2023)
13.3.2 Forecast Trend (2024-2032)
13.4 South Africa
13.4.1 Historical Trend (2018-2023)
13.4.2 Forecast Trend (2024-2032)
13.5 Others
14 Market Dynamics
14.1 SWOT Analysis
14.1.1 Strengths
14.1.2 Weaknesses
14.1.3 Opportunities
14.1.4 Threats
14.2 Porter’s Five Forces Analysis
14.2.1 Supplier’s Power
14.2.2 Buyer’s Power
14.2.3 Threat of New Entrants
14.2.4 Degree of Rivalry
14.2.5 Threat of Substitutes
14.3 Key Indicators for Demand
14.4 Key Indicators for Price
15 Value Chain Analysis
16 Competitive Landscape
16.1 Market Structure
16.2 Company Profiles
16.2.1 Avaya Holdings Corporation
16.2.1.1 Company Overview
16.2.1.2 Product Portfolio
16.2.1.3 Demographic Reach and Achievements
16.2.1.4 Certifications
16.2.2 ALE International
16.2.2.1 Company Overview
16.2.2.2 Product Portfolio
16.2.2.3 Demographic Reach and Achievements
16.2.2.4 Certifications
16.2.3 Cisco Systems, Inc.
16.2.3.1 Company Overview
16.2.3.2 Product Portfolio
16.2.3.3 Demographic Reach and Achievements
16.2.3.4 Certifications
16.2.4 Talkdesk, Inc.
16.2.4.1 Company Overview
16.2.4.2 Product Portfolio
16.2.4.3 Demographic Reach and Achievements
16.2.4.4 Certifications
16.2.5 8x8, Inc.
16.2.5.1 Company Overview
16.2.5.2 Product Portfolio
16.2.5.3 Demographic Reach and Achievements
16.2.5.4 Certifications
16.2.6 NEC Corporation
16.2.6.1 Company Overview
16.2.6.2 Product Portfolio
16.2.6.3 Demographic Reach and Achievements
16.2.6.4 Certifications
16.2.7 Five9, Inc.
16.2.7.1 Company Overview
16.2.7.2 Product Portfolio
16.2.7.3 Demographic Reach and Achievements
16.2.7.4 Certifications
16.2.8 Twilio Inc.
16.2.8.1 Company Overview
16.2.8.2 Product Portfolio
16.2.8.3 Demographic Reach and Achievements
16.2.8.4 Certifications
16.2.9 Mitel Networks Corp
16.2.9.1 Company Overview
16.2.9.2 Product Portfolio
16.2.9.3 Demographic Reach and Achievements
16.2.9.4 Certifications
16.2.10 NICE Ltd.
16.2.10.1 Company Overview
16.2.10.2 Product Portfolio
16.2.10.3 Demographic Reach and Achievements
16.2.10.4 Certifications
16.2.11 Vonage America, LLC
16.2.11.1 Company Overview
16.2.11.2 Product Portfolio
16.2.11.3 Demographic Reach and Achievements
16.2.11.4 Certifications
16.2.12 Enghouse System Limited
16.2.12.1 Company Overview
16.2.12.2 Product Portfolio
16.2.12.3 Demographic Reach and Achievements
16.2.12.4 Certifications
16.2.13 Exotel Techcom Pvt. Ltd.
16.2.13.1 Company Overview
16.2.13.2 Product Portfolio
16.2.13.3 Demographic Reach and Achievements
16.2.13.4 Certifications
16.2.14 BT Group
16.2.14.1 Company Overview
16.2.14.2 Product Portfolio
16.2.14.3 Demographic Reach and Achievements
16.2.14.4 Certifications
16.2.15 Verizon
16.2.15.1 Company Overview
16.2.15.2 Product Portfolio
16.2.15.3 Demographic Reach and Achievements
16.2.15.4 Certifications
16.2.16 ZTE Corporation
16.2.16.1 Company Overview
16.2.16.2 Product Portfolio
16.2.16.3 Demographic Reach and Achievements
16.2.16.4 Certifications
16.2.17 Exotel Techcom Pvt. Ltd.
16.2.17.1 Company Overview
16.2.17.2 Product Portfolio
16.2.17.3 Demographic Reach and Achievements
16.2.17.4 Certifications
16.2.18 Spok Inc.
16.2.18.1 Company Overview
16.2.18.2 Product Portfolio
16.2.18.3 Demographic Reach and Achievements
16.2.18.4 Certifications
16.2.19 Oracle Corporation
16.2.19.1 Company Overview
16.2.19.2 Product Portfolio
16.2.19.4 Certifications
16.2.19.3 Demographic Reach and Achievements
16.2.20 Genesys Telecommunications Laboratories, Inc.
16.2.20.1 Company Overview
16.2.20.2 Product Portfolio
16.2.20.4 Certifications
16.2.20.3 Demographic Reach and Achievements
16.2.21 Othets
17 Key Trends and Developments in the Market
List of Key Figures and Tables
1. Global Contact Centre Software Market: Key Industry Highlights, 2018 and 2032
2. Global Contact Centre Software Historical Market: Breakup by Component (USD Million), 2018-2023
3. Global Contact Centre Software Market Forecast: Breakup by Component (USD Million), 2024-2032
4. Global Contact Centre Software Historical Market: Breakup by Software Type (USD Million), 2018-2023
5. Global Contact Centre Software Market Forecast: Breakup by Software Type (USD Million), 2024-2032
6. Global Contact Centre Software Historical Market: Breakup by Deployment Mode (USD Million), 2018-2023
7. Global Contact Centre Software Market Forecast: Breakup by Deployment Mode (USD Million), 2024-2032
8. Global Contact Centre Software Historical Market: Breakup by Enterprise Size (USD Million), 2018-2023
9. Global Contact Centre Software Market Forecast: Breakup by Enterprise Size (USD Million), 2024-2032
10. Global Contact Centre Software Historical Market: Breakup by Industry Vertical (USD Million), 2018-2023
11. Global Contact Centre Software Market Forecast: Breakup by Industry Vertical (USD Million), 2024-2032
12. Global Contact Centre Software Historical Market: Breakup by Region (USD Million), 2018-2023
13. Global Contact Centre Software Market Forecast: Breakup by Region (USD Million), 2024-2032
14. North America Contact Centre Software Historical Market: Breakup by Country (USD Million), 2018-2023
15. North America Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2024-2032
16. Europe Contact Centre Software Historical Market: Breakup by Country (USD Million), 2018-2023
17. Europe Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2024-2032
18. Asia Pacific Contact Centre Software Historical Market: Breakup by Country (USD Million), 2018-2023
19. Asia Pacific Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2024-2032
20. Latin America Contact Centre Software Historical Market: Breakup by Country (USD Million), 2018-2023
21. Latin America Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2024-2032
22. Middle East and Africa Contact Centre Software Historical Market: Breakup by Country (USD Million), 2018-2023
23. Middle East and Africa Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2024-2032
24. Global Contact Centre Software Market Structure
In 2023, the attained a value of approximately USD 30.57 billion.
The market is projected to grow at a CAGR of 18.2% between 2024 and 2032.
The market is estimated to witness a healthy growth in the forecast period of 2024-2032 to reach USD 138.42 billion by 2032.
The major drivers of the market include the surge of social media, increasing adoption of virtual and cloud-based contact centre solutions, growing need for omnichannel solutions, rising demand for personalised and streamlined customer interactions, and favourable government initiatives.
The emergence of advanced technologies, growth in the integration of new systems with existing ones at workplace, and the rapidly growing demand for the implementation of new contact centre software are the key trends propelling the growth of the market.
The major regions in the market are North America, Latin America, the Middle East and Africa, Europe, and the Asia Pacific.
The major components of contact centre software in the market can be divided into software and service.
The leading software types of contact centre software in the market are intelligent call routing, IVR, workforce management, reporting and analytics, security functions, and intelligent virtual assistant, among others.
On-Premises and cloud are the significant deployment modes of contact centre software in the market.
The major enterprise sizes in the market are small and medium enterprises and large enterprises.
The leading industry verticals in the market are BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, and travel, and hospitality, among others.
The major players in the market are Avaya Holdings Corporation, ALE International, Cisco Systems, Inc., Talkdesk, Inc., 8x8, Inc., NEC Corporation, Five9, Inc., Twilio Inc., Mitel Networks Corp, NICE Ltd., Vonage America, LLC, Enghouse System Limited, Exotel Techcom Pvt. Ltd., BT Group, Verizon, ZTE Corporation, Exotel Techcom Pvt. Ltd., Spok Inc., Oracle Corporation, and Genesys Telecommunications Laboratories, Inc., among others.
The global contact centre software market attained a value of approximately USD 30.57 billion in 2023, driven by the rising adoption of advanced contact centre technologies. Aided by the surge in the use of social media, continuous transitions to cloud-based contact centres, and the rising demand for personalised and streamlined customer interactions, the market is expected to witness a further growth in the forecast period of 2024-2032, growing at a CAGR of 18.2%. The market is projected to reach USD 138.42 billion by 2032.
EMR’s meticulous research methodology delves deep into the market, covering the macro and micro aspects of the market. By components, the market can be divided into software and service. Based on software types, the market can be segmented into intelligent call routing, IVR, workforce management, reporting and analytics, security functions, and intelligent virtual assistant, among others. On-premises and cloud are the leading deployment modes of contact centre software in the market. On the basis of enterprise size, the market is divided into small and medium enterprises and large enterprises. By industry vertical, the market is divided into BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, and travel and hospitality, among others. The major regional markets for contact centre software are North America, Europe, the Asia Pacific, Latin America, and the Middle East and Africa. The key players in the above market are are Avaya Holdings Corporation, ALE International, Cisco Systems, Inc., Talkdesk, Inc., 8x8, Inc., NEC Corporation, Five9, Inc., Twilio Inc., Mitel Networks Corp, NICE Ltd., Vonage America, LLC, Enghouse System Limited, Exotel Techcom Pvt. Ltd., BT Group, Verizon, ZTE Corporation, Exotel Techcom Pvt. Ltd., Spok Inc., Oracle Corporation, and Genesys Telecommunications Laboratories, Inc., among others.
EMR’s research methodology uses a combination of cutting-edge analytical tools and the expertise of their highly accomplished team, thus, providing their customers with market insights that are accurate, actionable, and help them remain ahead of their competition.
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