Reports

Sale

Global Contact Centre Software Market Size, Share, Industry Analysis, Forecast: By Component: Software, Services; By Software Type: Intelligent Call Routing, IVR, Others; By Deployment Mode; By Enterprise Size; By Industry Vertical; Regional Analysis; Market Dynamics; Competitive Landscape; Industry Events and Developments; 2024-2032

*While we strive to always give you current and accurate information, the numbers depicted on the website are indicative and may differ from the actual numbers in the main report. At Expert Market Research, we aim to bring you the latest insights and trends in the market. Using our analyses and forecasts, stakeholders can understand the market dynamics, navigate challenges, and capitalize on opportunities to make data-driven strategic decisions.

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

Key Questions Answered in the Report

What was the global contact centre software market size in 2023?

In 2023, the attained a value of approximately USD 30.57 billion.

What is the growth rate of the global contact centre software market?

The market is projected to grow at a CAGR of 18.2% between 2024 and 2032.

What is the forecast outlook of the market for 2024-2032?

The market is estimated to witness a healthy growth in the forecast period of 2024-2032 to reach USD 138.42 billion by 2032.

What are the major drivers of the market?

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.

What are the key trends of the global contact centre software market?

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.

What are the major regional markets of contact centre software, according to the EMR report?

The major regions in the market are North America, Latin America, the Middle East and Africa, Europe, and the Asia Pacific.

What are the major components of contact centre software in the market?

The major components of contact centre software in the market can be divided into software and service.

What are the leading software types of contact centre software in the market?

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.

What are the significant deployment modes of contact centre software in the market?

On-Premises and cloud are the significant deployment modes of contact centre software in the market.

What are the major enterprise sizes in the market?

The major enterprise sizes in the market are small and medium enterprises and large enterprises.

What are the leading industry verticals in the market?

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.

Who are the key market players, according to the report?

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.

Analyst Review

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.

Request Sample

Purchase Full Report

Datasheet

$ ~~2199~~ $1999

Selected Sections, One User
Printing Not Allowed
Email Delivery in PDF
~~Free Limited Customisation~~
~~Post Sales Analyst Support~~
~~50% Discount on Next Update~~

Buy Now

Single User License

$ ~~3299~~ $2999

All Sections, One User
One Print Allowed
Email Delivery in PDF
~~Free Limited Customisation~~
~~Post Sales Analyst Support~~
~~50% Discount on Next Update~~

Buy Now

Five User License

$ ~~4399~~ $3999

All Sections, Five Users
Five Prints Allowed
Email Delivery in PDF
Free Limited Customisation
Post Sales Analyst Support
~~50% Discount on Next Update~~

Buy Now

Corporate License

$ ~~5499~~ $4999

All Sections, Unlimited Users
Unlimited Prints Allowed
Email Delivery in PDF + Excel
Free Limited Customisation
Post Sales Analyst Support
50% Discount on Next Update

Buy Now

Any Question? Speak With An Analyst

Contact Analyst

View A Sample

Request Sample

Did You Miss Anything, Ask Now

Request Customisation

Why Expert Market Research?

Right People

We are technically excellent, strategic, practical, experienced and efficient; our analysts are hand-picked based on having the right attributes to work successfully and execute projects based on your expectations.

Right Methodology

We leverage our cutting-edge technology, our access to trusted databases, and our knowledge of the current models used in the market to deliver you research solutions that are tailored to your needs and put you ahead of the curve.

Right Price

We deliver in-depth and superior quality research in prices that are reasonable, unmatchable, and shows our understanding of your resource structure. We, additionally, offer attractive discounts on our upcoming reports.

Right Support

Our team of expert analysts are at your beck and call to deliver you optimum results that are customised to meet your precise needs within the specified timeframe and help you form a better understanding of the industry.

NEWSLETTER