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회사소개 | 문의 | 비교리스트

컨택센터 소프트웨어 시장 : 구성요소, 소프트웨어 유형, 전개 구분, 기업 규모, 산업(은행/금융서비스/보험(BFSI), 헬스케어, 소매&E-Commerce, 정부&교육 등), 지역별 - 세계 기회 분석 및 업계 예측(2020-2027년)

Contact Center Software Market by Component, Deployment Type, Enterprise Size, Industry Vertical (BFSI, Healthcare, Retail & E-Commerce, Government & Education, & Others), Global Opportunity Analysis & Industry Forecast, 2020-2027

리서치사 Allied Market Research
발행일 2020년 12월 상품 코드 991212
페이지 정보 영문 302 Pages
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주의 : 본 보고서는 DRM(디지털 저작권 관리 시스템)이 장착된 PDF 파일로, 라이선스에 따라 자료 이용 및 인쇄 등에 제약이 있을 수 있습니다. 자세한 내용은 라이선스 설명문( )을 참고하여 주시기 바랍니다.



컨택센터 소프트웨어 시장 : 구성요소, 소프트웨어 유형, 전개 구분, 기업 규모, 산업(은행/금융서비스/보험(BFSI), 헬스케어, 소매&E-Commerce, 정부&교육 등), 지역별 - 세계 기회 분석 및 업계 예측(2020-2027년) Contact Center Software Market by Component, Deployment Type, Enterprise Size, Industry Vertical (BFSI, Healthcare, Retail & E-Commerce, Government & Education, & Others), Global Opportunity Analysis & Industry Forecast, 2020-2027
발행일 : 2020년 12월 페이지 정보 : 영문 302 Pages

본 상품은 영문 자료로 한글과 영문목차에 불일치하는 내용이 있을 경우 영문을 우선합니다. 정확한 검토를 위해 영문목차를 참고해주시기 바랍니다.

음성, 비디오, 모바일, 웹, 소셜미디어 등 여러가지 경로를 통해 고객 경험을 강화하기 위해서 기업의 컨택센터 소프트웨어 이용이 급증하고 있으며, 이것이 시장 성장을 가속하고 있습니다. 옴니채널 커뮤니케이션 접근 증가, 고객관계관리의 발전, 맞춤 서비스 필요성 확대 등의 요인 또한 시장 성장을 촉진할 전망입니다. 그러나, 기존 시스템과의 어려운 통합, 온프레미스 콜센터 소프트웨어의 비용 관련 문제 등이 시장의 새로운 성장에 걸림돌이 되고 있습니다.

세계의 컨택센터 소프트웨어(Contact Center Software) 시장을 조사했으며, 시장의 정의와 개요, 코로나19(COVID-19) 및 기타 시장 영향요인 분석, 법규제 환경, 특허 동향, 시장 규모 추이와 예측, 구성요소·소프트웨어 유형·전개 구분·조직 규모·산업·지역/주요 국가 등 각종 구분별 분석, 경쟁 환경, 주요 기업 프로파일 등의 정보를 정리하여 전해드립니다.

제1장 서론

제2장 개요

제3장 시장 개요

  • 시장의 정의와 범위
  • Porter의 산업 분석
  • 시장 역학
    • 성장 촉진요인
    • 성장 억제요인
    • 시장 기회
  • 정부 규제의 영향
  • 특허 분석
  • 사례 연구
  • COVID-19 : 영향 분석

제4장 시장 분석과 예측 : 구성요소별

  • 소프트웨어
  • 서비스
    • 주요 동향, 성장요인, 시장 기회
    • 시장 규모와 예측 : 지역별
    • 시장 분석 : 국가별

제5장 시장 분석과 예측 : 소프트웨어 유형별

  • 지능형 호 라우팅(INTELLIGENT CALL ROUTING)
  • IVR
  • 인력 관리
  • 리포팅/애널리틱스
  • 보안 기능
  • 지능형 가상비서
  • 기타
    • 주요 동향, 성장요인, 시장 기회
    • 시장 규모와 예측 : 지역별
    • 시장 분석 : 국가별

제6장 시장 분석과 예측 : 전개 구분별

  • 개요
  • 온프레미스
  • 클라우드
    • 주요 동향, 성장요인, 시장 기회
    • 시장 규모와 예측 : 지역별
    • 시장 분석 : 국가별

제7장 시장 분석과 예측 : 기업 규모별

  • 개요
  • 중소기업
  • 대기업
    • 주요 동향, 성장요인, 시장 기회
    • 시장 규모와 예측 : 지역별
    • 시장 분석 : 국가별

제8장 시장 분석과 예측 : 산업별

  • 개요
  • 은행/금융서비스/보험(BFSI)
  • 헬스케어
  • 소매/E-Commerce
  • 정부/교육
  • IT/통신
  • 여행/호스피탈리티
  • 기타
    • 주요 동향, 성장요인, 시장 기회
    • 시장 규모와 예측 : 지역별
    • 시장 분석 : 국가별

제9장 시장 분석과 예측 : 지역/주요 국가별

  • 북미
  • 유럽
  • 아시아태평양
  • 라틴아메리카/중동 및 아프리카
    • 주요 동향, 성장요인, 시장 기회
    • 시장 규모와 예측 : 구성요소별
    • 시장 규모와 예측 : 소프트웨어 유형별
    • 시장 규모와 예측 : 전개 구분별
    • 시장 규모와 예측 : 조직 규모별
    • 시장 규모와 예측 : 산업별
    • 시장 규모와 예측 : 국가별

제10장 경쟁 구도

  • 주요 기업의 포지셔닝
  • 주요 성공 전략
  • 경쟁 대시보드
  • 주요 전개

제11장 기업 개요

  • 8*8 CONTACT CENTER
  • ALCATEL-LUCENT ENTERPRISE
  • AVAYA, INC.
  • CISCO SYSTEMS, INC.
  • GENESYS
  • HUAWEI TECHNOLOGIES CO., LTD.
  • MICROSOFT CORPORATION
  • MITEL CORPORATION
  • NEC CORPORATION
  • NICE SYSTEMS LTD.
  • ORACLE CORPORATION
  • SAP SE
LSH 21.03.05

LIST OF TABLES

  • TABLE 01.CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 02.CONTACT CENTER SOFTWARE MARKET FOR SOFTWARE, BY REGION, 2019-2027 ($MILLION)
  • TABLE 03.CONTACT CENTER SOFTWARE MARKET FOR SERVICES, BY REGION, 2019-2027 ($MILLION)
  • TABLE 04.CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 05.CONTACT CENTER SOFTWARE MARKET FOR INTELLIGENT CALL ROUTING, 2019-2027 ($MILLION)
  • TABLE 06.CONTACT CENTER SOFTWARE MARKET FOR IVR, BY REGION, 2019-2027 ($MILLION)
  • TABLE 07.CONTACT CENTER SOFTWARE MARKET FOR WORKFORCE MANAGEMENT, BY REGION, 2019-2027 ($MILLION)
  • TABLE 08.CONTACT CENTER SOFTWARE MARKET FOR REPORTING AND ANALYTICS, BY REGION, 2019-2027 ($MILLION)
  • TABLE 09.CONTACT CENTER SOFTWARE MARKET FOR SECURITY FUNCTIONS, BY REGION, 2019-2027 ($MILLION)
  • TABLE 10.CONTACT CENTER SOFTWARE MARKET FOR INTELLIGENT VIRTUAL ASSISTANT, BY REGION, 2019-2027 ($MILLION)
  • TABLE 11.CONTACT CENTER SOFTWARE MARKET FOR OTHERS, BY REGION, 2019-2027 ($MILLION)
  • TABLE 12.CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 13.CONTACT CENTER SOFTWARE MARKET FOR ON-PREMISE SEGMENT, BY REGION, 2019-2027 ($MILLION)
  • TABLE 14.CONTACT CENTER SOFTWARE MARKET FOR CLOUD SEGMENT, BY REGION, 2019-2027 ($MILLION)
  • TABLE 15.CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 16.CONTACT CENTER SOFTWARE MARKET FOR SMALL AND MEDIUM ENTERPRISES, 2019-2027 ($MILLION)
  • TABLE 17.CONTACT CENTER SOFTWARE MARKET FOR LARGE ENTERPRISE, BY REGION, 2019-2027 ($MILLION)
  • TABLE 18.CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 19.CONTACT CENTER SOFTWARE MARKET FOR BFSI, BY REGION, 2019-2027 ($MILLION)
  • TABLE 20.CONTACT CENTER SOFTWARE MARKET FOR HEALTHCARE, BY REGION, 2019-2027 ($MILLION)
  • TABLE 21.CONTACT CENTER SOFTWARE MARKET FOR RETAIL & E-COMMERCE, BY REGION, 2019-2027 ($MILLION)
  • TABLE 22.CONTACT CENTER SOFTWARE MARKET FOR GOVERNMENT AND EDUACTION, BY REGION, 2019-2027 ($MILLION)
  • TABLE 23.CONTACT CENTER SOFTWARE MARKET FOR IT AND TELECOM, BY REGION, 2019-2027 ($MILLION)
  • TABLE 24.CONTACT CENTER SOFTWARE MARKET FOR TRAVEL AND HOSPITALITY, BY REGION, 2019-2027 ($MILLION)
  • TABLE 25.CONTACT CENTER SOFTWARE MARKET FOR OTHERS, BY REGION, 2019-2027 ($MILLION)
  • TABLE 26.CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019-2027 ($MILLION)
  • TABLE 27.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 28.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 29.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 30.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 31.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 32.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2019-2027 ($MILLION)
  • TABLE 33.U.S. CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 34.U.S. CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 35.U.S. CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 36.U.S. CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 37.U.S. CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 38.CANADA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 39.CANADA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 40.CANADA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 41.CANADA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 42.CANADA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 43.EUROPE CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 44.EUROPE CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 45.EUROPE CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 46.EUROPE CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 47.EUROPE CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 48.EUROPE CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2019-2027 ($MILLION)
  • TABLE 49.GERMANY CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 50.GERMANY CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 51.GERMANY CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 52.GERMANY CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 53.GERMANY CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 54.UK CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 55.UK CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 56.UK CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 57.UK CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 58.UK CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 59.FRANCE CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 60.FRANCE CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 61.FRANCE CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 62.FRANCE CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 63.FRANCE CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 64.SPAIN CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 65.SPAIN CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 66.SPAIN CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 67.SPAIN CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 68.SPAIN CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 69.ITALY CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 70.ITALY CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 71.ITALY CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 72.ITALY CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 73.ITALY CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 74.REST OF EUROPE CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 75.REST OF EUROPE CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 76.REST OF EUROPE CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 77.REST OF EUROPE CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 78.REST OF EUROPE CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 79.EUROPE CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 80.EUROPE CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 81.EUROPE CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 82.EUROPE CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 83.EUROPE CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 84.ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2019-2027 ($MILLION)
  • TABLE 85.CHINA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 86.CHINA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 87.CHINA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 88.CHINA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 89.CHINA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 90.JAPAN CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 91.JAPAN CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 92.JAPAN CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 93.JAPAN CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 94.JAPAN CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 95.INDIA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 96.INDIA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 97.INDIA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 98.INDIA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 99.INDIA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 100.AUSTRALIA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 101.AUSTRALIA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 102.AUSTRALIA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 103.AUSTRALIA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 104.AUSTRALIA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 105.REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 106.REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 107.REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 108.REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 109.REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 110.EUROPE CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 111.EUROPE CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 112.EUROPE CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 113.EUROPE CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 114.EUROPE CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 115.LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 116.LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 117.LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 118.LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 119.LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 120.MIDDLE EAST CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 121.MIDDLE EAST CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 122.MIDDLE EAST CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 123.MIDDLE EAST CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 124.MIDDLE EAST CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 125.AFRICA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • TABLE 126.AFRICA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • TABLE 127.AFRICA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • TABLE 128.AFRICA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • TABLE 129.AFRICA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • TABLE 130.KEY NEW PRODUCT LAUNCHES (2017-2020)
  • TABLE 131.PRODUCT DEVELOPMENT (2017-2020)
  • TABLE 132.COLLABORATION (2017-2020)
  • TABLE 133.ACQUISITION (2017-2020)
  • TABLE 134.PARTNERSHIP (2017-2020)
  • TABLE 135.8*8 CONTACT CENTER: KEY EXECUTIVE
  • TABLE 136.8*8 CONTACT CENTER: COMPANY SNAPSHOT
  • TABLE 137.8*8 CONTACT CENTER: OPERATING SEGMENTS
  • TABLE 138.8*8 CONTACT CENTER: PRODUCT PORTFOLIO
  • TABLE 139.ALCATEL-LUCENT ENTERPRISE: KEY EXECUTIVE
  • TABLE 140.ALCATEL-LUCENT ENTERPRISE: COMPANY SNAPSHOT
  • TABLE 141.ALCATEL-LUCENT ENTERPRISE: OPERATING SEGMENTS
  • TABLE 142.ALCATEL-LUCENT ENTERPRISE: PRODUCT PORTFOLIO
  • TABLE 145.AVAYA, INC.: PRODUCT CATEGORIES
  • TABLE 147.AVAYA, INC.: KEY STRATEGIC MOVES AND DEVELOPMENTS
  • TABLE 148.CISCO SYSTEMS, INC.: KEY EXECUTIVES
  • TABLE 149.CISCO SYSTEMS, INC..: COMPANY SNAPSHOT
  • TABLE 150.CISCO SYSTEMS, INC..: PRODUCT CATEGORIES
  • TABLE 151.CISCO SYSTEMS, INC.: PRODUCT PORTFOLIO
  • TABLE 152.DELL TECHNOLOGIES INC.: KEY EXECUTIVES
  • TABLE 153.GENESYS.: COMPANY SNAPSHOT
  • TABLE 154.DELL TECHNOLOGIES INC..: PRODUCT CATEGORIES
  • TABLE 155.GENESYS: PRODUCT PORTFOLIO
  • TABLE 156.HUAWEI TECHNOLOGIES CO., LTD.: KEY EXECUTIVES
  • TABLE 157.HUAWEI TECHNOLOGIES CO., LTD.: COMPANY SNAPSHOT
  • TABLE 158.HUAWEI TECHNOLOGIES CO., LTD.: OPERATING SEGMENTS
  • TABLE 159.HUAWEI TECHNOLOGIES CO., LTD.: PRODUCT PORTFOLIO
  • TABLE 160.MICROSOFT CORPORATION : KEY EXECUTIVES
  • TABLE 161.MICROSOFT CORPORATION : COMPANY SNAPSHOT
  • TABLE 162.MICROSOFT CORPORATION : OPERATING SEGMENTS
  • TABLE 163.MICROSOFT CORPORATION : PRODUCT PORTFOLIO
  • TABLE 164.MITEL CORPORATION: KEY EXECUTIVES
  • TABLE 165.MITEL CORPORATION: COMPANY SNAPSHOT
  • TABLE 166.MITEL CORPORATION: PRODUCT PORTFOLIO
  • TABLE 167.NEC CORPORATION: KEY EXECUTIVES
  • TABLE 168.NEC CORPORATION: COMPANY SNAPSHOT
  • TABLE 169.NEC CORPORATION: PRODUCT PORTFOLIO
  • TABLE 170.NICE SYSTEMS LTD.: KEY EXECUTIVES
  • TABLE 171.NICE SYSTEMS LTD.: COMPANY SNAPSHOT
  • TABLE 172.SYMANTEC CORPORATION: OPERATING SEGMENTS
  • TABLE 173.NICE SYSTEMS LTD.: PRODUCT PORTFOLIO
  • TABLE 174.ORACLE CORPORATION: KEY EXECUTIVES
  • TABLE 175.ORACLE CORPORATION: COMPANY SNAPSHOT
  • TABLE 176.ORACLE CORPORATION: OPERATING SEGMENTS
  • TABLE 177.ORACLE CORPORATION: PRODUCT PORTFOLIO
  • TABLE 178.ORACLE CORPORATION: KEY STRATEGIC MOVES AND DEVELOPMENTS
  • TABLE 179.SAP SE: KEY EXECUTIVES
  • TABLE 180.SAP SE: COMPANY SNAPSHOT
  • TABLE 181.SAP SE: PRODUCT PORTFOLIO

LIST OF FIGURES

  • FIGURE 01.KEY MARKET SEGMENTS
  • FIGURE 02.CONTACT CENTER SOFTWARE MARKET SNAPSHOT, BY SEGMENT, 2019-2027
  • FIGURE 03.CONTACT CENTER SOFTWARE MARKET SNAPSHOT, BY COUNTRY, 2019-2027
  • FIGURE 04.TOP IMPACTING FACTORS
  • FIGURE 05.TOP INVESTMENT POCKETS
  • FIGURE 06.MODERATE-TO-MODERATE BARGAINING POWER OF SUPPLIERS
  • FIGURE 07.MODERATE-TO-HIGH BARGAINING POWER OF BUYERS
  • FIGURE 08.MODERATE-TO-HIGH THREAT OF SUBSTITUTES
  • FIGURE 09.MODERATE-TO-HIGH THREAT OF NEW ENTRANTS
  • FIGURE 10.HIGH COMPETITIVE RIVALRY
  • FIGURE 11.MARKET DYNAMICS: GLOBAL CONTACT CENTER SOFTWARE MARKET
  • FIGURE 12.PATENT ANALYSIS, BY REGION
  • FIGURE 13.PATENT ANALYSIS, BY APPLICANT
  • FIGURE 14.CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019-2027 ($MILLION)
  • FIGURE 15.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR SOFTWARE, BY COUNTRY, 2019 & 2027 (%)
  • FIGURE 16.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR SERVICES, BY COUNTRY, 2019 & 2027 (%)
  • FIGURE 17.CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019-2027 ($MILLION)
  • FIGURE 18.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR INTELLIGENT CALL ROUTING, 2019 & 2027 (%)
  • FIGURE 19.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR IVR, 2019 & 2027 (%)
  • FIGURE 20.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR WORKFORCE MANAGEMENT, 2019 & 2027 (%)
  • FIGURE 21.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR REPORTING AND ANALYTICS, 2019 & 2027 (%)
  • FIGURE 22.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR SECURITY FUNCTIONS, 2019 & 2027 (%)
  • FIGURE 23.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR INTELLIGENT VIRTUAL ASSISTANT, 2019 & 2027 (%)
  • FIGURE 24.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR OTHERS, 2019 & 2027 (%)
  • FIGURE 25.CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2027 ($MILLION)
  • FIGURE 26.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR ON-PREMISE SEGMENT, BY COUNTRY, 2019 & 2027 (%)
  • FIGURE 27.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR CLOUD SEGMENT, BY COUNTRY, 2019 & 2027 (%)
  • FIGURE 28.CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019-2027 ($MILLION)
  • FIGURE 29.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR SMALL AND MEDIUM ENTERPRISES, 2019 & 2027 (%)
  • FIGURE 30.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR LARGE ENTERPRISE, 2019 & 2027 (%)
  • FIGURE 31.CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019-2027 ($MILLION)
  • FIGURE 32.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR BFSI, BY COUNTRY, 2019 & 2027 (%)
  • FIGURE 33.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR HEALTHCARE, BY COUNTRY, 2019 & 2027 (%)
  • FIGURE 34.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR RETAIL & E-COMMERCE, BY COUNTRY, 2019 & 2027 (%)
  • FIGURE 35.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR GOVERNMENT AND EDUACTION, BY COUNTRY, 2019 & 2027 (%)
  • FIGURE 36.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR IT AND TELECOM, BY COUNTRY, 2019 & 2027 (%)
  • FIGURE 37.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR TRAVEL AND HOSPITALITY, BY COUNTRY, 2019 & 2027 (%)
  • FIGURE 38.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR OTHERS, BY COUNTRY, 2019 & 2027 (%)
  • FIGURE 39.U.S. CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 40.CANADA CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 41.GERMANY CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 42.UK CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 43.FRANCE CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 44.SPAIN CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 45.ITALY CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 46.REST OF EUROPE CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 47.CHINA CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 48.JAPAN CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 49.INDIA CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 50.AUSTRALIA CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 51.REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 52.LAMEA CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2019-2027 ($MILLION)
  • FIGURE 53.LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 54.MIDDLE EAST CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 55.AFRICA CONTACT CENTER SOFTWARE MARKET, 2019-2027 ($MILLION)
  • FIGURE 56.KEY PLAYER POSITIONING ANALYSIS: GLOBAL CONTACT CENTER SOFTWARE MARKET
  • FIGURE 57.TOP WINNING STRATEGIES, BY YEAR, 2017-2020
  • FIGURE 58.TOP WINNING STRATEGIES, BY DEVELOPMENT, 2017-2020
  • FIGURE 59.TOP WINNING STRATEGIES, BY COMPANY, 2017-2020
  • FIGURE 60.COMPETITIVE DASHBOARD
  • FIGURE 61.COMPETITIVE DASHBOARD
  • FIGURE 62.COMPETITIVE HEATMAP OF KEY PLAYERS
  • FIGURE 63.8*8 CONTACT CENTER: REVENUE, 2017-2019 ($MILLION)
  • FIGURE 64.8*8 CONTACT CENTER: REVENUE SHARE BY SEGMENT, 2019 (%)
  • FIGURE 65.8*8 CONTACT CENTER: REVENUE SHARE BY REGION, 2019 (%)
  • FIGURE 66.ALCATEL-LUCENT ENTERPRISE: REVENUE, 2017-2019 ($MILLION)
  • FIGURE 67.ALCATEL-LUCENT ENTERPRISE: REVENUE SHARE BY SEGMENT, 2019 (%)
  • FIGURE 68.ALCATEL-LUCENT ENTERPRISE: REVENUE SHARE BY REGION, 2019 (%)
  • FIGURE 73.R&D EXPENDITURE, 2017-2019 ($MILLION)
  • FIGURE 74.CISCO SYSTEMS, INC..: REVENUE, 2017-2019 ($MILLION)
  • FIGURE 75.CISCO SYSTEMS, INC.: REVENUE SHARE BY SEGMENT, 2019 (%)
  • FIGURE 76.CISCO SYSTEMS, INC.: REVENUE SHARE BY REGION, 2019 (%)
  • FIGURE 77.R&D EXPENDITURE, 2017-2019 ($MILLION)
  • FIGURE 78.GENESYS.: REVENUE, 2017-2019 ($MILLION)
  • FIGURE 79.GENESYS: REVENUE SHARE BY SEGMENT, 2019 (%)
  • FIGURE 80.GENESYS: REVENUE SHARE BY REGION, 2019 (%)
  • FIGURE 81.R&D EXPENDITURE, 2017-2019 ($MILLION)
  • FIGURE 82.HUAWEI TECHNOLOGIES CO., LTD.: REVENUE, 2017-2019 ($MILLION)
  • FIGURE 83.HUAWEI TECHNOLOGIES CO., LTD.: REVENUE SHARE BY SEGMENT, 2019 (%)
  • FIGURE 84.HUAWEI TECHNOLOGIES CO., LTD.: REVENUE SHARE BY REGION, 2019 (%)
  • FIGURE 85.R&D EXPENDITURE, 2017-2019 ($MILLION)
  • FIGURE 86.MICROSOFT CORPORATION : REVENUE, 2017-2019 ($MILLION)
  • FIGURE 87.MICROSOFT CORPORATION: REVENUE SHARE BY SEGMENT, 2019 (%)
  • FIGURE 88.MICROSOFT CORPORATION: REVENUE SHARE BY REGION, 2019 (%)
  • FIGURE 89.R&D EXPENDITURE, 2017-2019 ($MILLION)
  • FIGURE 90.MITEL CORPORATION: REVENUE, 2017-2019 ($MILLION)
  • FIGURE 91.MITEL CORPORATION: REVENUE SHARE BY REGION, 2019 (%)
  • FIGURE 92.NEC CORPORATION: REVENUE, 2017-2019 ($MILLION)
  • FIGURE 93.NEC CORPORATION: REVENUE SHARE BY REGION, 2019 (%)
  • FIGURE 94.R&D EXPENDITURE, 2017-2019 ($MILLION)
  • FIGURE 95.NICE SYSTEMS LTD.: REVENUE, 2017-2019 ($MILLION)
  • FIGURE 96.NICE SYSTEMS LTD.: REVENUE SHARE BY SEGMENT, 2019 (%)
  • FIGURE 97.NICE SYSTEMS LTD.: REVENUE SHARE BY REGION, 2019 (%)
  • FIGURE 98.R&D EXPENDITURE, 2017-2019 ($MILLION)
  • FIGURE 99.ORACLE CORPORATION: REVENUE, 2017-2019 ($MILLION)
  • FIGURE 100.ORACLE CORPORATION: REVENUE SHARE BY SEGMENT, 2019 (%)
  • FIGURE 101.ORACLE CORPORATION: REVENUE SHARE BY REGION, 2019 (%)
  • FIGURE 102.R&D EXPENDITURE, 2017-2019 ($MILLION)
  • FIGURE 103.SAP SE: REVENUE, 2017-2019 ($MILLION)
  • FIGURE 104.SAP SE: REVENUE SHARE BY REGION, 2019 (%)

Title:
Contact Center Software Market by Component (Solution and Services), Deployment Type (On-premise and Cloud), Enterprise Size (Large Enterprises and Small & Medium Enterprises), Industry Vertical (BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom, Travel and Hospitality, and Others: Global Opportunity Analysis and Industry Forecast, 2020-2027.

Consumers play a significant role across various business sectors. Hence, to maintain customers as well as to cater to rise in demand for consumers, an efficient call center software is essential. Contact center software helps customers to reach businesses for their support needs. It enables companies to manage a high volume of outbound and inbound customer communications across a range of channels. It includes call center solutions, which focus on handling and managing incoming calls based on number and related database of instructions handling. Contact centers and associated call centers are typically part of an overall customer relationship management (CRM) strategy and processes of a company. For every business, it offers various benefits such as enhanced customer service management, improved reporting features, and enhanced productivity and efficiency.

Surge in use of contact center software among organizations to enhance customer experience through multiple channels including voice, video, mobile, web, and social media is the key factor that drives market growth. In addition, rise in omnichannel communication approach, rapid advancements in field of customer relationship management, and surge in need for personalized services fuel the global contact center software market. However, difficulty while integrating with legacy systems and cost issues in case of on-premise call center software hampers the market growth to some extent. On the other hand, emergence of advanced technologies such as artificial intelligence, predictive analysis, cloud computing, and machine learning are expected to provide lucrative opportunities for the market growth during forecast period. In addition, surge in use of social media by customers is anticipated to be opportunistic for the market growth during the forecast period.

The contact center software market is segmented on the basis of component, deployment, enterprise size, solution type, industry vertical, and region. On the basis of component, it is categorized into solution and services. On the basis of deployment type, it is classified into on-premise and cloud. As per enterprise size, it is classified into large enterprises and small & medium enterprises. On the basis of industry vertical, it is categorized into IT and telecommunication, BFSI, healthcare, consumer goods & retail, media & entertainment, travel & hospitality, and others. Region wise, the market is analyzed across North America, Europe, Asia-Pacific, and LAMEA.

The company profiles of Contact Center Software Market players included in this report are Alcatel-Lucent Enterprise, Avaya, Inc., Cisco Systems, Inc., Huawei Technologies Co., Ltd., Microsoft Corporation, Mitel Corporation, NEC Corporation, Nice Systems Ltd., Oracle Corporation, and SAP SE.

KEY BENEFITS FOR STAKEHOLDERS

The study provides an in-depth analysis of the contact center software market along with current trends and future estimations to elucidate imminent investment pockets.

Information about key drivers, restrains, and opportunities and their impact analysis on the market size is provided in the report.

Porter's five forces analysis illustrates the potency of buyers and suppliers operating in the industry.

The quantitative analysis of contact center software market for the period 2020-2027 is provided to determine the market potential.

KEY MARKET SEGMENTS

BY COMPONENT

  • Software
  • Services

BY DEPLOYMENT TYPE

  • On-premise
  • Cloud

BY ENTERPRISE SIZE

  • Large Enterprises
  • Small and Medium Enterprises

BY SOFTWARE TYPE

  • Intelligent Call Routing
  • IVR
  • Workforce Management
  • Reporting and Analytics
  • Security Functions
  • Intelligent Virtual Assistant
  • Others

BY INDUSTRY VERTICAL

  • BFSI
  • Healthcare
  • Retail and E-Commerce
  • Government and Education
  • IT and Telecom
  • Travel and hospitality
  • Others

BY REGION

  • North America
  • U.S.
  • Canada
  • Europe
  • UK
  • Germany
  • France
  • Spain
  • Italy
  • Rest of Europe
  • Asia-Pacific
  • China
  • India
  • Japan
  • Australia
  • Rest of Asia-Pacific
  • LAMEA
  • Latin America
  • Middle East
  • Africa

KEY MARKET PLAYERS

  • Alcatel-Lucent Enterprise
  • Avaya, Inc.
  • Cisco Systems, Inc.
  • Huawei Technologies Co., Ltd.
  • Microsoft Corporation
  • Mitel Corporation
  • NEC Corporation
  • Nice Systems Ltd.
  • Oracle Corporation
  • SAP SE
  • Genesys
  • 8*8 Contact Center

TABLE OF CONTENTS

CHAPTER 1:INTRODUCTION

  • 1.1.REPORT DESCRIPTION
  • 1.2.KEY BENEFITS FOR STAKEHOLDERS
  • 1.3.KEY MARKET SEGMENTS
    • 1.3.1.Key market players
  • 1.4.RESEARCH METHODOLOGY
    • 1.4.1.Secondary research
    • 1.4.2.Primary research
    • 1.4.3.Analyst tools & models

CHAPTER 2:EXECUTIVE SUMMARY

  • 2.1.KEY FINDINGS
    • 2.1.1.Top impacting factors
    • 2.1.2.Top investment pockets
  • 2.2.CXO PERSPECTIVE

CHAPTER 3:MARKET OVERVIEW

  • 3.1.MARKET DEFINITION AND SCOPE
  • 3.2.KEY FORCES SHAPING THE CONTACT CENTER SOFTWARE MARKET
  • 3.3.MARKET DYNAMICS
    • 3.3.1.Drivers
      • 3.3.1.1.Upsurge in usage of contact center software among organizations to enhance customer experience
      • 3.3.1.2.The rise in omnichannel communication approach
      • 3.3.1.3.Rapid advancements in the field of customer relationship management
      • 3.3.1.4.The surge in need for personalized services
      • 3.3.1.5.Growing adoption of cloud-based contact center software during to COVID-19 pandemic
    • 3.3.2.Restraints
      • 3.3.2.1.Difficulty while integrating with legacy systems
      • 3.3.2.2.Cost issues in case of on-premise call center software
    • 3.3.3.Opportunities
      • 3.3.3.1.Emergence of advanced technologies such as artificial intelligence, predictive analysis, cloud computing, and machine learning
      • 3.3.3.2.Surge in the usage of social media by customers
  • 3.4.IMPACT OF GOVERNMENT REGULATIONS ON THE GLOBAL CONTACT CENTER SOFTWARE MARKET
  • 3.5.PATENT ANALYSIS
    • 3.5.1.By region (2000-2020)
    • 3.5.2.By applicant
  • 3.6.CASE STUDIES
    • 3.6.1.Case Study 01
    • 3.6.2.Case Study 02
  • 3.7.COVID-19 IMPACT ANALYSIS ON THE CONTACT CENTER SOFTWARE MARKET
    • 3.7.1.Impact on market size
    • 3.7.2.Consumer trends, preferences, and budget impact
    • 3.7.3.Economic impact
    • 3.7.4.Key player strategies to tackle negative impact
    • 3.7.5.Opportunity window

CHAPTER 4:CONTACT CENTER SOFTWARE MARKET, BY COMPONENT

  • 4.1.OVERVIEW
  • 4.2.SOFTWARE
    • 4.2.1.Key market trends, growth factors, and opportunities
    • 4.2.2.Market size and forecast, by region
    • 4.2.3.Market analysis, by country
  • 4.3.SERVICES
    • 4.3.1.Key market trends, growth factors, and opportunities
    • 4.3.2.Market size and forecast, by region
    • 4.3.3.Market analysis, by country

CHAPTER 5:CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE

  • 5.1.OVERVIEW
  • 5.2.INTELLIGENT CALL ROUTING
    • 5.2.1.Key market trends, growth factors, and opportunities
    • 5.2.2.Market size and forecast, by region
    • 5.2.3.Market analysis, by country
  • 5.3.IVR
    • 5.3.1.Key market trends, growth factors, and opportunities
    • 5.3.2.Market size and forecast, by region
    • 5.3.3.Market analysis, by country
  • 5.4.WORKFORCE MANAGEMENT
    • 5.4.1.Key market trends, growth factors, and opportunities
    • 5.4.2.Market size and forecast, by region
    • 5.4.3.Market analysis, by country
  • 5.5.REPORTING AND ANALYTICS
    • 5.5.1.Key market trends, growth factors, and opportunities
    • 5.5.2.Market size and forecast, by region
    • 5.5.3.Market analysis, by country
  • 5.6.SECURITY FUNCTIONS
    • 5.6.1.Key market trends, growth factors, and opportunities
    • 5.6.2.Market size and forecast, by region
    • 5.6.3.Market analysis, by country
  • 5.7.INTELLIGENT VIRTUAL ASSISTANT
    • 5.7.1.Key market trends, growth factors, and opportunities
    • 5.7.2.Market size and forecast, by region
    • 5.7.3.Market analysis, by country
  • 5.8.OTHERS
    • 5.8.1.Key market trends, growth factors, and opportunities
    • 5.8.2.Market size and forecast, by region
    • 5.8.3.Market analysis, by country

CHAPTER 6:CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE

  • 6.1.OVERVIEW
  • 6.2.ON-PREMISE
    • 6.2.1.Key market trends, growth factors, and opportunities
    • 6.2.2.Market size and forecast, by region
    • 6.2.3.Market analysis, by country
  • 6.3.CLOUD
    • 6.3.1.Key market trends, growth factors, and opportunities
    • 6.3.2.Market size and forecast, by region
    • 6.3.3.Market analysis, by country

CHAPTER 7:CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE

  • 7.1.OVERVIEW
  • 7.2.SMALL AND MEDIUM ENTERPRISES
    • 7.2.1.Key market trends, growth factors, and opportunities
    • 7.2.2.Market size and forecast, by region
    • 7.2.3.Market analysis, by country
  • 7.3.LARGE ENTERPRISE
    • 7.3.1.Key market trends, growth factors, and opportunities
    • 7.3.2.Market size and forecast, by region
    • 7.3.3.Market analysis, by country

CHAPTER 8:CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL

  • 8.1.OVERVIEW
  • 8.2.BFSI
    • 8.2.1.Key market trends, growth factors, and opportunities
    • 8.2.2.Market size and forecast, by region
    • 8.2.3.Market analysis, by country
  • 8.3.HEALTHCARE
    • 8.3.1.Key market trends, growth factors, and opportunities
    • 8.3.2.Market size and forecast, by region
    • 8.3.3.Market analysis, by country
  • 8.4.RETAIL & E-COMMERCE
    • 8.4.1.Key market trends, growth factors, and opportunities
    • 8.4.2.Market size and forecast, by region
    • 8.4.3.Market analysis, by country
  • 8.5.GOVERNMENT AND EDUCATION
    • 8.5.1.Key market trends, growth factors, and opportunities
    • 8.5.2.Market size and forecast, by region
    • 8.5.3.Market analysis, by country
  • 8.6.IT AND TELECOM
    • 8.6.1.Key market trends, growth factors, and opportunities
    • 8.6.2.Market size and forecast, by region
    • 8.6.3.Market analysis, by country
  • 8.7.TRAVEL AND HOSPITALITY
    • 8.7.1.Key market trends, growth factors, and opportunities
    • 8.7.2.Market size and forecast, by region
    • 8.7.3.Market analysis, by country
  • 8.8.OTHERS
    • 8.8.1.Key market trends, growth factors, and opportunities
    • 8.8.2.Market size and forecast, by region
    • 8.8.3.Market analysis, by country

CHAPTER 9:CONTACT CENTER SOFTWARE MARKET, BY REGION

  • 9.1.OVERVIEW
  • 9.2.NORTH AMERICA
    • 9.2.1.Key market trends, growth factors and opportunities
    • 9.2.2.Market size and forecast, by component
    • 9.2.3.Market size and forecast, by software type
    • 9.2.4.Market size and forecast, by deployment Mode
    • 9.2.5.Market size and forecast, by enterprise size
    • 9.2.6.Market size and forecast, by Industry vertical
    • 9.2.7.Market analysis, by country
      • 9.2.7.1.U.S.
      • 9.2.7.1.1.Market size and forecast, by component
      • 9.2.7.1.2.Market size and forecast, by software type
      • 9.2.7.1.3.Market size and forecast, by deployment Mode
      • 9.2.7.1.4.Market size and forecast, by enterprise size
      • 9.2.7.1.6.Market size and forecast, by industry vertical
      • 9.2.7.2.Canada
      • 9.2.7.2.1.Market size and forecast, by component
      • 9.2.7.2.2.Market size and forecast, by software type
      • 9.2.7.2.3.Market size and forecast, by deployment Mode
      • 9.2.7.2.4.Market size and forecast, by enterprise size
      • 9.2.7.2.6.Market size and forecast, by industry vertical
  • 9.3.EUROPE
    • 9.3.1.Key market trends, growth factors and opportunities
    • 9.3.2.Market size and forecast, by component
    • 9.3.3.Market size and forecast, by software type
    • 9.3.4.Market size and forecast, by deployment Mode
    • 9.3.5.Market size and forecast, by enterprise size
    • 9.3.6.Market size and forecast, by Industry vertical
    • 9.3.7.Market analysis, by country
      • 9.3.7.1.Germany
      • 9.3.7.1.1.Market size and forecast, by component
      • 9.3.7.1.2.Market size and forecast, by software type
      • 9.3.7.1.3.Market size and forecast, by deployment Mode
      • 9.3.7.1.4.Market size and forecast, by enterprise size
      • 9.3.7.1.6.Market size and forecast, by industry vertical
      • 9.3.7.2.UK
      • 9.3.7.2.1.Market size and forecast, by component
      • 9.3.7.2.2.Market size and forecast, by software type
      • 9.3.7.2.3.Market size and forecast, by deployment Mode
      • 9.3.7.2.4.Market size and forecast, by enterprise size
      • 9.3.7.2.6.Market size and forecast, by industry vertical
      • 9.3.7.3.France
      • 9.3.7.3.1.Market size and forecast, by component
      • 9.3.7.3.2.Market size and forecast, by software type
      • 9.3.7.3.3.Market size and forecast, by deployment Mode
      • 9.3.7.3.4.Market size and forecast, by enterprise size
      • 9.3.7.3.6.Market size and forecast, by industry vertical
      • 9.3.7.4.Spain
      • 9.3.7.4.1.Market size and forecast, by component
      • 9.3.7.4.2.Market size and forecast, by software type
      • 9.3.7.4.3.Market size and forecast, by deployment Mode
      • 9.3.7.4.4.Market size and forecast, by enterprise size
      • 9.3.7.4.6.Market size and forecast, by industry vertical
      • 9.3.7.5.Italy
      • 9.3.7.5.1.Market size and forecast, by component
      • 9.3.7.5.2.Market size and forecast, by software type
      • 9.3.7.5.3.Market size and forecast, by deployment Mode
      • 9.3.7.5.4.Market size and forecast, by enterprise size
      • 9.3.7.5.6.Market size and forecast, by industry vertical
      • 9.3.7.6.Rest of Europe
      • 9.3.7.6.1.Market size and forecast, by component
      • 9.3.7.6.2.Market size and forecast, by software type
      • 9.3.7.6.3.Market size and forecast, by deployment Mode
      • 9.3.7.6.4.Market size and forecast, by enterprise size
      • 9.3.7.6.6.Market size and forecast, by industry vertical
  • 9.4.ASIA-PACIFIC
    • 9.4.1.Key market trends, growth factors and opportunities
    • 9.4.2.Market size and forecast, by component
    • 9.4.3.Market size and forecast, by software type
    • 9.4.4.Market size and forecast, by deployment Mode
    • 9.4.5.Market size and forecast, by enterprise size
    • 9.4.6.Market size and forecast, by Industry vertical
    • 9.4.7.Market analysis, by country
      • 9.4.7.1.China
      • 9.4.7.1.1.Market size and forecast, by component
      • 9.4.7.1.2.Market size and forecast, by software type
      • 9.4.7.1.3.Market size and forecast, by deployment Mode
      • 9.4.7.1.4.Market size and forecast, by enterprise size
      • 9.4.7.1.6.Market size and forecast, by industry vertical
      • 9.4.7.2.Japan
      • 9.4.7.2.1.Market size and forecast, by component
      • 9.4.7.2.2.Market size and forecast, by software type
      • 9.4.7.2.3.Market size and forecast, by deployment Mode
      • 9.4.7.2.4.Market size and forecast, by enterprise size
      • 9.4.7.2.6.Market size and forecast, by industry vertical
      • 9.4.7.3.India
      • 9.4.7.3.1.Market size and forecast, by component
      • 9.4.7.3.2.Market size and forecast, by software type
      • 9.4.7.3.3.Market size and forecast, by deployment Mode
      • 9.4.7.3.4.Market size and forecast, by enterprise size
      • 9.4.7.3.6.Market size and forecast, by industry vertical
      • 9.4.7.4.Australia
      • 9.4.7.4.1.Market size and forecast, by component
      • 9.4.7.4.2.Market size and forecast, by software type
      • 9.4.7.4.3.Market size and forecast, by deployment Mode
      • 9.4.7.4.4.Market size and forecast, by enterprise size
      • 9.4.7.4.6.Market size and forecast, by industry vertical
      • 9.4.7.5.Rest of Asia-Pacific
      • 9.4.7.5.1.Market size and forecast, by component
      • 9.4.7.5.2.Market size and forecast, by software type
      • 9.4.7.5.3.Market size and forecast, by deployment Mode
      • 9.4.7.5.4.Market size and forecast, by enterprise size
      • 9.4.7.5.6.Market size and forecast, by industry vertical
  • 9.5.LAMEA
    • 9.5.1.Key market trends, growth factors and opportunities
    • 9.5.2.Market size and forecast, by component
    • 9.5.3.Market size and forecast, by software type
    • 9.5.4.Market size and forecast, by deployment Mode
    • 9.5.5.Market size and forecast, by enterprise size
    • 9.5.6.Market size and forecast, by Industry vertical
    • 9.5.8.Market analysis, by country
      • 9.5.8.1.Latin America
      • 9.5.8.1.1.Market size and forecast, by component
      • 9.5.8.1.2.Market size and forecast, by software type
      • 9.5.8.1.3.Market size and forecast, by deployment Mode
      • 9.5.8.1.4.Market size and forecast, by enterprise size
      • 9.5.8.1.6.Market size and forecast, by industry vertical
      • 9.5.8.2.Middle East
      • 9.5.8.2.1.Market size and forecast, by component
      • 9.5.8.2.2.Market size and forecast, by software type
      • 9.5.8.2.3.Market size and forecast, by deployment Mode
      • 9.5.8.2.4.Market size and forecast, by enterprise size
      • 9.5.8.2.6.Market size and forecast, by industry vertical
      • 9.5.8.3.Africa
      • 9.5.8.3.1.Market size and forecast, by component
      • 9.5.8.3.2.Market size and forecast, by software type
      • 9.5.8.3.3.Market size and forecast, by deployment Mode
      • 9.5.8.3.4.Market size and forecast, by enterprise size
      • 9.5.8.3.6.Market size and forecast, by industry vertical

CHAPTER 10:COMPETITIVE LANDSCAPE

  • 10.1.KEY PLAYER POSITIONING ANALYSIS, 2019
  • 10.2.TOP WINNING STRATEGIES
  • 10.3.COMPETITIVE DASHBOARD
  • 10.4.KEY DEVELOPMENTS
    • 10.4.1.New product launches
    • 10.4.2.Product development
    • 10.4.3.Collaboration
    • 10.4.4.Acquisition
    • 10.4.5.Partnership

CHAPTER 11:COMPANY PROFILE

  • 11.1.8*8 CONTACT CENTER
    • 11.1.1.Company overview
    • 11.1.2.Key executive
    • 11.1.3.Company snapshot
    • 11.1.4.Operating business segments
    • 11.1.5.Product portfolio
    • 11.1.6.Business performance
    • 11.1.7.Key Strategic Move(s)s and developments
  • 11.2.ALCATEL-LUCENT ENTERPRISE
    • 11.2.1.Company overview
    • 11.2.2.Key executive
    • 11.2.3.Company snapshot
    • 11.2.4.Operating business segments
    • 11.2.5.Product portfolio
    • 11.2.6.Business performance
    • 11.2.7.Key Strategic Move(s)s and developments
  • 11.3.AVAYA, INC.
    • 11.3.1.Company overview
    • 11.3.2.Key executives
    • 11.3.3.Company snapshot
    • 11.3.4.Operating business segments
    • 11.3.5.Product portfolio
    • 11.3.6.R&D expenditure
    • 11.3.7.Business performance
    • 11.3.8.Key strategic moves and developments
  • 11.4.CISCO SYSTEMS, INC.
    • 11.4.1.Company overview
    • 11.4.2.Key executives
    • 11.4.3.Company snapshot
    • 11.4.4.Operating business segments
    • 11.4.5.Product portfolio
    • 11.4.6.R&D expenditure
    • 11.4.7.Business performance
    • 11.4.8.Key strategic moves and developments
  • 11.5.GENESYS
    • 11.5.1.Company overview
    • 11.5.2.Key executives
    • 11.5.3.Company snapshot
    • 11.5.4.Operating business segments
    • 11.5.5.Product portfolio
    • 11.5.6.R&D expenditure
    • 11.5.7.Business performance
    • 11.5.8.Key strategic moves and developments
  • 11.6.HUAWEI TECHNOLOGIES CO., LTD.
    • 11.6.1.Company overview
    • 11.6.2.Key executives
    • 11.6.3.Company snapshot
    • 11.6.4.Operating business segments
    • 11.6.5.Product portfolio
    • 11.6.6.R&D expenditure
    • 11.6.7.Business performance
    • 11.6.8.Key strategic moves and developments
  • 11.7.MICROSOFT CORPORATION
    • 11.7.1.Company overview
    • 11.7.2.Key executives
    • 11.7.3.Company snapshot
    • 11.7.4.Operating business segments
    • 11.7.5.Product portfolio
    • 11.7.6.R&D expenditure
    • 11.7.7.Business performance
    • 11.7.8.Key strategic moves and developments
  • 11.8.MITEL CORPORATION
    • 11.8.1.Company overview
    • 11.8.2.Key executives
    • 11.8.3.Company snapshot
    • 11.8.4.Product portfolio
    • 11.8.5.R&D expenditure
    • 11.8.6.Business performance
    • 11.8.7.Key strategic moves and developments
  • 11.9.NEC CORPORATION
    • 11.9.1.Company overview
    • 11.9.2.Key executives
    • 11.9.3.Company snapshot
    • 11.9.4.Product portfolio
    • 11.9.5.Business performance
    • 11.9.6.Key strategic moves and developments
  • 11.10.NICE SYSTEMS LTD.
    • 11.10.1.Company overview
    • 11.10.2.Company snapshot
    • 11.10.3.Operating business segments
    • 11.10.4.Product portfolio
    • 11.10.5.R&D expenditure
    • 11.10.6.Business performance
    • 11.10.7.Key strategic moves and developments
  • 11.11.ORACLE CORPORATION
    • 11.11.1.Company overview
    • 11.11.2.Key executives
    • 11.11.3.Company snapshot
    • 11.11.4.Operating business segments
    • 11.11.5.Product portfolio
    • 11.11.6.R&D expenditure
    • 11.11.7.Business performance
    • 11.11.8.Key strategic moves and developments
  • 11.12.SAP SE
    • 11.12.1.Company overview
    • 11.12.2.Key executives
    • 11.12.3.Company snapshot
    • 11.12.4.Product portfolio
    • 11.12.5.R&D expenditure
    • 11.12.6.Business performance
    • 11.12.7.Key strategic moves and developments
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