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Contact Center Software Market Size, Share & COVID-19 Impact Analysis, By Component (Solution and Services), By Deployment (Cloud, and On-Premises), By Enterprise Size (Large Enterprises and Small & Medium Enterprises), By Industry (BFSI, ITES, IT, and Telecom, Government, Healthcare, Consumer Goods and Retail, Travel and Hospitality, Media and Entertainment, and Others), and Regional Forecast, 2020-2027

Region : Global | Format: PDF | Report ID: FBI100840

 

Table of Content:

  1. Introduction
    1. Definition, By Segment
    2. Research Methodology/Approach
    3. Data Sources
  2. Executive Summary
  3. Market Dynamics
    1. Macro and Micro Economic Indicators
    2. Drivers, Restraints, Opportunities and Trends
    3. Impact of COVID-19
      1. Short-term Impact
      2. Long-term Impact
  4. Competition Landscape
    1. Business Strategies Adopted by Key Players
    2. Consolidated SWOT Analysis of Key Players
    3. Porter’s Five Force Analysis
    4. Global Market Share Analysis and Matrix, 2019
  5. Key Market Insights and Analysis, By Segments
  6. Global Contact Center Software Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
    1. By Component (Value)
      1. Solution                   
        1. Interactive Voice Response (IVR)
        2. Automatic Call Distribution
        3. Computer Telephony Integration (CTI)
        4. Call Recording
        5. Reporting and Analytics
        6. Dialer   
        7. Workforce Optimization
        8. Customer Collaboration
        9. Others 
      2. Services                   
        1. Professional Services
          1. Consulting Services
          2. Training and Education
          3. Support and Maintenance
        2. Managed Services
    2. By Deployment (Value)
      1. Cloud
      2. On-premises
    3. By Enterprise Size (Value)
      1. Large Enterprises
      2. Small & Medium Enterprises
    4. By Industry (Value)
      1. Banking, Financial Services, and Insurance
      2. ITES
      3. IT and Telecom
      4. Government
      5. Healthcare
      6. Consumer Goods and Retail
      7. Travel and Hospitality
      8. Media and Entertainment
      9. Others
    5. By Region (Value)
      1. North America
      2. Europe
      3. Asia Pacific
      4. Middle East & Africa
      5. Latin America
  7. North America Contact Center Software Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
    1. Component (Value)
      1. Solution                   
        1. Interactive Voice Response (IVR)
        2. Automatic Call Distribution
        3. Computer Telephony Integration (CTI)
        4. Call Recording
        5. Reporting and Analytics
        6. Dialer   
        7. Workforce Optimization
        8. Customer Collaboration
        9. Others 
      2. Services                   
        1. Professional Services
          1. Consulting Services
          2. Training and Education
          3. Support and Maintenance
        2. Managed Services
    2. By Deployment (Value)
      1. Cloud
      2. On-premises
    3. By Enterprise Size (Value)
      1. Large Enterprises
      2. Small & Medium Enterprises
    4. By Industry (Value)
      1. Banking, Financial Services, and Insurance
      2. ITES
      3. IT and Telecom
      4. Government
      5. Healthcare
      6. Consumer Goods and Retail
      7. Travel and Hospitality
      8. Media and Entertainment
      9. Others
    5. By Country (Value)
      1. United States
      2. Canada
  8. Europe Contact Center Software Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
    1. Component (Value)
      1. Solution                   
        1. Interactive Voice Response (IVR)
        2. Automatic Call Distribution
        3. Computer Telephony Integration (CTI)
        4. Call Recording
        5. Reporting and Analytics
        6. Dialer   
        7. Workforce Optimization
        8. Customer Collaboration
        9. Others 
      2. Services                   
        1. Professional Services
          1. Consulting Services
          2. Training and Education
          3. Support and Maintenance
        2. Managed Services
    2. By Deployment (Value)
      1. Cloud
      2. On-premises
    3. By Enterprise Size (Value)
      1. Large Enterprises
      2. Small & Medium Enterprises
    4. By Industry (Value)
      1. Banking, Financial Services, and Insurance
      2. ITES
      3. IT and Telecom
      4. Government
      5. Healthcare
      6. Consumer Goods and Retail
      7. Travel and Hospitality
      8. Media and Entertainment
      9. Others
    5. By Country (Value)
      1. U.K.
      2. Germany
      3. France
      4. Spain
      5. Rest of Europe
  9. Asia Pacific Contact Center Software Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
    1. Component (Value)
      1. Solution                   
        1. Interactive Voice Response (IVR)
        2. Automatic Call Distribution
        3. Computer Telephony Integration (CTI)
        4. Call Recording
        5. Reporting and Analytics
        6. Dialer   
        7. Workforce Optimization
        8. Customer Collaboration
        9. Others 
      2. Services                   
        1. Professional Services
          1. Consulting Services
          2. Training and Education
          3. Support and Maintenance
        2. Managed Services
    2. By Deployment (Value)
      1. Cloud
      2. On-premises
    3. By Enterprise Size (Value)
      1. Large Enterprises
      2. Small & Medium Enterprises
    4. By Industry (Value)
      1. Banking, Financial Services, and Insurance
      2. ITES
      3. IT and Telecom
      4. Government
      5. Healthcare
      6. Consumer Goods and Retail
      7. Travel and Hospitality
      8. Media and Entertainment
      9. Others
    5. By Country (Value)
      1. China
      2. Japan
      3. India
      4. Southeast Asia
      5. Rest of Asia Pacific
  10. Middle East & Africa Contact Center Software Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
    1. Component (Value)
      1. Solution                              
        1. Interactive Voice Response (IVR)
        2. Automatic Call Distribution
        3. Computer Telephony Integration (CTI)
        4. Call Recording
        5. Reporting and Analytics
        6. Dialer   
        7. Workforce Optimization
        8. Customer Collaboration
        9. Others 
      2. Services                              
        1. Professional Services
          1. Consulting Services
          2. Training and Education
          3. Support and Maintenance
        2. Managed Services
    2. By Deployment (Value)
      1. Cloud
      2. On-premises
    3. By Enterprise Size (Value)
      1. Large Enterprises
      2. Small & Medium Enterprises
    4. By Industry (Value)
      1. Banking, Financial Services, and Insurance
      2. ITES
      3. IT and Telecom
      4. Government
      5. Healthcare
      6. Consumer Goods and Retail
      7. Travel and Hospitality
      8. Media and Entertainment
      9. Others
    5. By Country (Value)
      1. GCC
      2. South Africa
      3. Rest of Middle East and Africa
  11. Latin America Contact Center Software Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
    1. Component (Value)
      1. Solution                              
        1. Interactive Voice Response (IVR)
        2. Automatic Call Distribution
        3. Computer Telephony Integration (CTI)
        4. Call Recording
        5. Reporting and Analytics
        6. Dialer   
        7. Workforce Optimization
        8. Customer Collaboration
        9. Others 
      2. Services                              
        1. Professional Services
          1. Consulting Services
          2. Training and Education
          3. Support and Maintenance
        2. Managed Services
    2. By Deployment (Value)
      1. Cloud
      2. On-premises
    3. By Enterprise Size (Value)
      1. Large Enterprises
      2. Small & Medium Enterprises
    4. By Industry (Value)
      1. Banking, Financial Services, and Insurance
      2. ITES
      3. IT and Telecom
      4. Government
      5. Healthcare
      6. Consumer Goods and Retail
      7. Travel and Hospitality
      8. Media and Entertainment
      9. Others
    5. By Country (Value)
      1. Brazil
      2. Mexico
      3. Rest of Latin America
  12. Profiles of Key Players (Would be provided for 10 players only)
    1. Overview
      1. Key Management
      2. Headquarters etc
    2. Offerings/Business Segments
    3. Key Details (Key details are subjected to data availability in public domain and/or on paid databases)
      1. Employee Size
      2. Past and Current Revenue
      3. Geographical Share
      4. Business Segment Share
    4. Recent Developments
      1. Alcatel Lucent Enterprise (Colombes, France)
      2. Cisco Systems, Inc. (California, United States)
      3. Genesys Telecommunications Laboratories, Inc. (California, United States)
      4. Five9 (California, United States)
      5. 8x8, Inc. (California, United States)
      6. NICE Ltd. (Ra'anana, Israel)
      7. 3CLogic (Maryland, United States)
      8. NEC Corporation (Tokyo, Japan)
      9. Oracle Corporation (California, United States)
      10. Avaya, Inc. (California, United States)
      11. SAP SE (Walldorf, Germany)
      12. Mitel Networks Corporation (Ottawa, Canada)
      13. Bright Pattern, Inc. (California, United States)
      14. Aspect Software (Massachusetts, United States)
      15. Evolve IP, LLC. (Pennsylvania, United States)
      16. Enghouse Interactive Inc. (Arizona, United States)
      17. Microsoft Corporation (Washington, United States)
      18. West Corporation (Nebraska, United States)
      19. Zendesk, Inc. (California, United States)
      20. ZTE Corporation (Shenzhen, China)

List of Table

Table 1: Global Contact Center Software Market Size Estimates and Forecasts, YoY Growth Rate, 2016 – 2027

Table 2: Global Contact Center Software Market Size Estimates and Forecasts, By Component, 2016 – 2027

Table 3: Global Contact Center Software Market Size Estimates and Forecasts, By Deployment, 2016 – 2027

Table 4: Global Contact Center Software Market Size Estimates and Forecasts, By Enterprise Size, 2016 – 2027

Table 5: Global Contact Center Software Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 6: Global Contact Center Software Market Size Estimates and Forecasts, by Region, 2016 – 2027

Table 7: North America Contact Center Software Market Size Estimates and Forecasts, 2016 – 2027

Table 8: North America Contact Center Software Market Size Estimates and Forecasts, By Component, 2016 – 2027

Table 9: North America Contact Center Software Market Size Estimates and Forecasts, By Deployment, 2016 – 2027

Table 10: North America Contact Center Software Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 11: North America Contact Center Software Market Size Estimates and Forecasts, By Enterprise Size, 2016 – 2027

Table 12: North America Contact Center Software Market Size Estimates and Forecasts, by Country, 2016 – 2027

Table 13: Europe Contact Center Software Market Size Estimates and Forecasts, 2016 – 2027

Table 14: Europe Contact Center Software Market Size Estimates and Forecasts, By Component, 2016 – 2027

Table 15: Europe Contact Center Software Market Size Estimates and Forecasts, By Deployment, 2016 – 2027

Table 16: Europe Contact Center Software Market Size Estimates and Forecasts, By Enterprise Size, 2016 – 2027

Table 17: Europe Contact Center Software Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 18: Europe Contact Center Software Market Size Estimates and Forecasts, by Country, 2016 – 2027

Table 19: Asia Pacific Contact Center Software Market Size Estimates and Forecasts, 2016 – 2027

Table 20: Asia Pacific Contact Center Software Market Size Estimates and Forecasts, By Component, 2016 – 2027

Table 21: Asia Pacific Contact Center Software Market Size Estimates and Forecasts, By Deployment, 2016 – 2027

Table 22: Asia Pacific Contact Center Software Market Size Estimates and Forecasts, By Enterprise Size, 2016 – 2027

Table 23: Asia Pacific Contact Center Software Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 24: Asia Pacific Contact Center Software Market Size Estimates and Forecasts, by Country, 2016 – 2027

Table 25: Middle East and Africa Contact Center Software Market Size Estimates and Forecasts, 2016 – 2027

Table 26: Middle East and Africa Contact Center Software Market Size Estimates and Forecasts, By Component, 2016 – 2027

Table 27: Middle East and Africa Contact Center Software Market Size Estimates and Forecasts, By Deployment, 2016 – 2027

Table 28: Middle East and Africa Contact Center Software Market Size Estimates and Forecasts, By Enterprise Size, 2016 – 2027

Table 29: Middle East and Africa Contact Center Software Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 30: Middle East and Africa Contact Center Software Market Size Estimates and Forecasts, by Country, 2016 – 2027

Table 31: Latin America Contact Center Software Market Size Estimates and Forecasts, 2016 – 2027

Table 32: Latin America Contact Center Software Market Size Estimates and Forecasts, By Component, 2016 – 2027

Table 33: Latin America Contact Center Software Market Size Estimates and Forecasts, By Deployment, 2016 – 2027

Table 34: Latin America Contact Center Software Market Size Estimates and Forecasts, By Enterprise Size, 2016 – 2027

Table 35: Latin America Contact Center Software Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 36: Latin America Contact Center Software Market Size Estimates and Forecasts, by Country, 2016 – 2027

List of Figure

Figure 1: Global Contact Center Software Market Revenue Share Split (%), By Component, 2019 and 2027

Figure 2: Global Contact Center Software Market Revenue Share Split (%), By Deployment, 2019 and 2027

Figure 3: Global Contact Center Software Market Revenue Share Split (%), By Enterprise Size, 2019 and 2027

Figure 4: Global Contact Center Software Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 5: Global Contact Center Software Market Revenue Share Split (%), by Region, 2019 and 2027

Figure 6: Global Contact Center Software Market Share Analysis and Matrix, 2019

Figure 7: North America Contact Center Software Market Revenue Share Split (%), By Component, 2019 and 2027

Figure 8: North America Contact Center Software Market Revenue Share Split (%), By Deployment, 2019 and 2027

Figure 9: North America Contact Center Software Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 10: North America Contact Center Software Market Revenue Share Split (%), By Enterprise Size, 2019 and 2027

Figure 11: North America Contact Center Software Market Revenue Share Split (%), by Country, 2019 and 2027

Figure 12: Europe Contact Center Software Market Revenue Share Split (%), By Component, 2019 and 2027

Figure 13: Europe Contact Center Software Market Revenue Share Split (%), By Deployment, 2019 and 2027

Figure 14: Europe Contact Center Software Market Revenue Share Split (%), By Enterprise Size, 2019 and 2027

Figure 15: Europe Contact Center Software Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 16: Europe Contact Center Software Market Revenue Share Split (%), by Country, 2019 and 2027

Figure 17: Asia Pacific Contact Center Software Market Revenue Share Split (%), By Component, 2019 and 2027

Figure 18: Asia Pacific Contact Center Software Market Revenue Share Split (%), By Deployment, 2019 and 2027

Figure 19: Asia Pacific Contact Center Software Market Revenue Share Split (%), By Enterprise Size, 2019 and 2027

Figure 20: Asia Pacific Contact Center Software Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 21: Asia Pacific Contact Center Software Market Revenue Share Split (%), by Country, 2019 and 2027

Figure 22: Middle East and Africa Contact Center Software Market Revenue Share Split (%), By Component, 2019 and 2027

Figure 23: Middle East and Africa Contact Center Software Market Revenue Share Split (%), By Deployment, 2019 and 2027

Figure 24: Middle East and Africa Contact Center Software Market Revenue Share Split (%), By Enterprise Size, 2019 and 2027

Figure 25: Middle East and Africa Contact Center Software Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 26: Middle East and Africa Contact Center Software Market Revenue Share Split (%), by Country, 2019 and 2027

Figure 27: Latin America Contact Center Software Market Revenue Share Split (%), By Component, 2019 and 2027

Figure 28: Latin America Contact Center Software Market Revenue Share Split (%), By Deployment, 2019 and 2027

Figure 29: Latin America Contact Center Software Market Revenue Share Split (%), By Enterprise Size, 2019 and 2027

Figure 30: Latin America Contact Center Software Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 31: Latin America Contact Center Software Market Revenue Share Split (%), by Country, 2019 and 2027

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