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Contact Center Software Market by Component (Solutions and Services), Deployment Model (Cloud and On-premises), Organization Size (Large Enterprises and SMEs), Industry, and Region - Global Forecast to 2026

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Date: 06-Apr-2021
No. of pages: 325
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“The global contact center software market size to grow at a CAGR of 20.9% during the forecast period”

MarketsandMarkets estimates the global contact center software market size would grow from USD 24.1 billion in 2020 to USD 75.5 billion by 2026, at a Compound Annual Growth Rate (CAGR) of 20.9% during the forecast period. Major factors that are expected to drive the growth of the contact center software market include the rising adoption of advanced contact center technologies, need for handling contact center attrition and absenteeism, emerging role of social media in contact center operations, increasing adoption of virtual and cloud-based contact center solutions during and post-COVID-19 to achieve better business continuity, growing need for omnichannel solutions to minimize efforts in reaching end customers, continuous transitions to cloud-based contact centers, and rising demand for personalized and streamlined customer interactions to achieve high customer satisfaction.

The services segment is expected to grow at a higher CAGR during the forecast period

Services are an important part of any solution’s deployment life cycle. Therefore, various vendors offer services associated with contact center solutions to help companies effectively implement their contact center strategies. Contact center services involve consulting; implementation and integration; and training, support, and maintenance. These services are required at various stages, starting from pre-sales requirement assessment to post-sales product deployment and execution, enabling clients to get maximum RoI. With these services, contact center solution providers advise end users and help them integrate and deploy software configured to their requirements.

BFSI industry vertical to hold the highest market share in 2020

The need to attract talent, gain holistic visibility into entire contact center processes, improve timely responses to customer complaints and queries in adherence to country-wide regulations, and protect businesses from fraudulent activities is a top priority in the BFSI industry. Contact center solutions enable BFSI companies to monitor, manage, and assist remote agents selling and earning incentives based on the sale of insurance and banking products, such as credit cards and loans. The use of contact center solutions in the BFSI industry to manage to cut costs, adapt to changing regulations, and maximize opportunities related to financial growth is not new.

APAC to grow at the highest CAGR during the forecast period

APAC is expected to experience extensive growth opportunities in the next few years, owing to the rising adoption of advanced technologies such as cloud, and AI- and NLP-enabled bots. According to the respondents of 2018 SMB Customer Service Trend Report by Genesys, 78.5% of APAC SMEs applied AI to engagement channels, and over 61.1% of APAC SMEs consider TCO for sourcing new technologies to transform their customer engagement roadmap. Therefore, many global cloud-based contact center organizations are infusing AI in their contact center solutions and launching solutions in APAC for helping contact centers in driving sales, improving customer experience and engagement, and attracting new customers with automated workflows and speech analytics capabilities.


  • By Company: Tier 1–37%, Tier 2–25%, and Tier 3–38%

  • By Designation: C-Level Executives–22%, Director Level–33%, and Others–45%

  • By Region: North America–42%, Europe–25%, APAC–18%, and RoW– 15%


The contact center software market comprises major solution providers, such as NICE (Israel), Genesys (US), Cisco (US), Avaya (US), Five9 (US), Talkdesk (US), Vonage (US), 8x8 (US), AWS (US), Atos (France), Alcatel-Lucolent Enterprise (France), SAP (Sweden), Oracle (US), RingCentral (US), IBM (US), Lifesize (US), Content Guru (UK), Aspect Software (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), Verizon (US), Intrado (US), AT&T (US), BT (UK), Twilio (US), Vocalcom (France), NEC (Japan), Evolve IP (US), Mitel (Canada), and ZTE (China). The study includes an in-depth competitive analysis of key players in the contact center software market with their company profiles, recent developments, COVID-19 developments, and key market strategies.

Research Coverage

The contact center software market revenue is primarily classified into revenues from solutions and services. Solutions revenue is associated with variety of solutions such as contact center solutions include omnichannel routing, workforce engagement management, reporting and analytics, customer engagement management, and others (CTI, messaging, compliance, and data integration) and services revenue is associated with services including contact center services involve consulting; implementation and integration; and training, support, and maintenance. The market is also segmented based on component, deployment model, organization size, industry, and region.

Key benefits of the report

The report would help the market leaders/new entrants in this market with the information on the closest approximations of the revenue numbers for the overall contact center software market and the sub segments. This report would help stakeholders understand the competitive landscape and gain insights to better position their businesses and plan suitable go-to-market strategies. The report would help stakeholders understand the pulse of the market and provide them with information on the key market drivers, restraints, challenges, opportunities, and COVID-19 impact.

Contact Center Software Market by Component (Solutions and Services), Deployment Model (Cloud and On-premises), Organization Size (Large Enterprises and SMEs), Industry, and Region - Global Forecast to 2026

Table Of Contents

1 Introduction
1.1 Introduction To Covid-19
1.2 Covid-19 Health Assessment
Figure 1 Covid-19: The Global Propagation
Figure 2 Covid-19 Propagation: Select Countries
1.3 Covid-19 Economic Assessment
Figure 3 Revised Gross Domestic Product Forecasts For Select G20 Countries In 2020
1.3.1 Covid-19 Economic Impact—Scenario Assessment
Figure 4 Criteria Impacting The Global Economy
Figure 5 Scenarios In Terms Of Recovery Of The Global Economy
1.4 Objectives Of The Study
1.5 Market Definition
1.5.1 Inclusions And Exclusions
1.6 Market Scope
1.6.1 Market Segmentation
1.6.2 Regions Covered
1.6.3 Years Considered For The Study
1.7 Currency Considered
Table 1 United States Dollar Exchange Rate, 2016–2020
1.8 Stakeholders
1.9 Summary Of Changes

2 Research Methodology
2.1 Research Data
Figure 6 Contact Center Software Market: Research Design
2.1.1 Secondary Data
2.1.2 Primary Data
2.1.2.1 Breakup Of Primary Profiles
Figure 7 Breakup Of Primary Interviews: By Company Type, Designation, And Region
2.1.2.2 Key Industry Insights
2.2 Market Breakup And Data Triangulation
Figure 8 Data Triangulation
2.3 Market Size Estimation
Figure 9 Contact Center Software Market: Top–Down And Bottom–Up Approaches
Figure 10 Market Size Estimation Methodology – Approach 1 (Supply Side): Revenue Of Services From Contact Center Software Vendors
Figure 11 Market Size Estimation Methodology: Bottom-Up Approach (Supply Side): Collective Revenue Of Contact Center Software Vendors
Figure 12 Market Size Estimation Methodology – Supply Side: Illustration Of Vendor Revenue Estimation
Figure 13 Market Size Estimation Methodology – Supply Side: Cagr Projections From The Supply Side
Figure 14 Market Size Estimation Methodology – Approach 2 (Demand Side): Revenue Generated From Industries (1/2)
2.4 Market Forecast
Table 2 Factor Analysis
2.5 Research Assumptions
2.6 Limitations Of The Study

3 Executive Summary
Figure 15 Contact Center Software Market: Global Snapshot
Figure 16 Top–Growing Segments In The Market
Figure 17 Market: Regional Snapshot

4 Premium Insights
4.1 Attractive Growth Opportunities In The Contact Center Software Market
Figure 18 Rising Adoption Of Advanced Technologies In Contact Centers Driving Contact Center Adoption Across Enterprises
4.2 Market, By Solution, 2020 Vs. 2026
Figure 19 Omnichannel Routing Segment To Hold The Largest Market Share During The Forecast Period
4.3 Market, By Deployment Model, 2020
Figure 20 On-Premises Segment To Hold A Larger Market Share In 2020
4.4 Market, By Organization Size, 2020
Figure 21 Large Enterprises Segment To Hold A Larger Market Share In 2020
4.5 Market, By Industry, 2020 Vs. 2026
Figure 22 Manufacturing Vertical To Hold The Largest Market Share During The Forecast Period

5 Market Overview And Industry Trends
5.1 Introduction
5.2 Market Dynamics
Figure 23 Contact Center Software Market: Drivers, Restraints, Opportunities, And Challenges
5.2.1 Drivers
5.2.1.1 Rising Adoption Of Advanced Contact Center Technologies
Figure 24 Advanced Technology Adoption Trends Across Contact Centers
5.2.1.2 Need For Handling Contact Center Attrition And Absenteeism
5.2.1.3 Emerging Role Of Social Media In Contact Center Operations
5.2.1.4 Increasing Adoption Of Virtual And Cloud-Based Contact Center Solutions During And Post-Covid-19 To Achieve Better Business Continuity
Figure 25 Impact Of Covid-19 On Call Center Volume
Figure 26 Covid-19 Statistics: Transitions To Cloud Contact Centers
5.2.1.5 Growing Need For Omnichannel Solutions To Minimize Efforts In Reaching End Customers
Figure 27 Most Demanded Capabilities In Contact Center Solutions
5.2.1.6 Continuous Transitions To Cloud-Based Contact Centers
5.2.1.7 Growing Demand For Personalized And Streamlined Customer Interactions To Achieve High Customer Satisfaction
5.2.2 Restraints
5.2.2.1 Inadequate Network Bandwidth In The Emerging Economies Minimizes The Adoption Of Voip And Cloud-Based Telephony
5.2.2.2 High Costs And Long-Term Contracts Associated With Pri Phone Services
5.2.2.3 Impact Of Ivr Frauds And Cyber Attacks On Business Operations
5.2.3 Opportunities
5.2.3.1 Dynamic Customer Demands For Robust Self-Service Interactions
5.2.3.2 Growing Demand To Analyze Audio And Video Conversations In Real Time
Figure 28 Take-Up Of Speech Analytics In The Next Five To Ten Years
5.2.3.3 Shifting Focus Of Enterprises Toward The Work From Home Culture
5.2.4 Challenges
5.2.4.1 Data Privacy And Security Aspects
5.2.4.2 Barriers In Moving Contact Centers To Cloud Environments
5.3 Covid-19-Driven Market Dynamics
5.3.1 Drivers And Opportunities
5.3.2 Restraints And Challenges
5.4 Regulatory Implications And Industry Standards
5.4.1 General Data Protection Regulation
5.4.2 International Organization For Standardization 9001 Quality Management
5.4.3 International Organization For Standardization/ International Electrotechnical Commission 27000 Standards
5.4.4 Cloud Security Alliance Controls
5.4.5 System And Organization Control Reports
5.4.5.1 System And Organization Control 2
5.4.6 Health Insurance Portability And Accountability Act
5.4.7 Payment Card Industry Data Security Standard
5.4.8 Ofcom Regulations
5.5 Porter’s Five Forces Analysis
Table 3 Contact Center Software Market: Porter’s Five Forces Analysis
Figure 29 Market: Porter’s Five Forces Analysis
5.5.1 Threat Of New Entrants
5.5.2 Threat Of Substitutes
5.5.3 Bargaining Power Of Suppliers
5.5.4 Bargaining Power Of Buyers
5.5.5 Intensity Of Competitive Rivalry
5.6 Case Study Analysis
5.6.1 Case Study 1: Banking, Financial Services, And Insurance
5.6.2 Case Study 2: Manufacturing
5.6.3 Case Study 3: Retail
5.6.4 Case Study 4: Healthcare
5.6.5 Case Study 5: Telecommunications
5.6.6 Case Study 6: Information Technology
5.6.7 Case Study 7: Government
5.6.8 Case Study 8: Media And Entertainment
5.7 Value Chain Analysis
Figure 30 Contact Center Software Market: Value Chain Analysis
5.8 Market Ecosystem
Figure 31 Market: Ecosystem
5.9 Technology Analysis
5.9.1 Advanced Analytics
5.9.1.1 Data Analytics
5.9.1.2 Speech Analytics
5.9.1.3 Sentiment Analytics
5.9.2 Artificial Intelligence
5.9.2.1 Machine Learning
5.9.2.2 Natural Language Processing
5.10 Pricing Analysis
Table 4 Market: Pricing Analysis
5.11 Patent Analysis
Table 5 Market: Patent Analysis

6 Contact Center Software Market, By Component
6.1 Introduction
6.1.1 Components: Covid-19 Impact
Figure 32 Services Segment To Grow At A Higher Cagr During The Forecast Period
Table 6 Market Size, By Component, 2016–2019 (Usd Million)
Table 7 Market Size, By Component, 2020–2026 (Usd Million)
6.2 Solutions
6.2.1 Solutions: Market Drivers
Table 8 Solutions: Market Size, By Type, 2016–2019 (Usd Million)
Table 9 Solutions: Market Size, By Type, 2020–2026 (Usd Million)
Table 10 Solutions: Market Size, By Region, 2016–2019 (Usd Million)
Table 11 Solutions: Market Size, By Region, 2020–2026 (Usd Million)
6.2.2 Omnichannel Routing
6.2.2.1 Digital Channels
6.2.2.2 Interactive Voice Response
6.2.2.3 Automatic Call Distributors
6.2.2.4 Dialers
6.2.2.5 Virtual Agents
Table 12 Omnichannel Routing: Contact Center Software Market Size, By Region, 2016–2019 (Usd Million)
Table 13 Omnichannel Routing: Market Size, By Region, 2020–2026 (Usd Million)
6.2.3 Workforce Engagement Management
6.2.3.1 Workforce Optimization
6.2.3.2 Call Recording And Quality Management
Table 14 Workforce Engagement Management: Market Size, By Region, 2016–2019 (Usd Million)
Table 15 Workforce Engagement Management: Market Size, By Region, 2020–2026 (Usd Million)
6.2.4 Reporting And Analytics
6.2.4.1 Historical And Customized Reports
6.2.4.2 Speech Analytics
6.2.4.3 Text Analytics
Table 16 Reporting And Analytics: Market Size, By Region, 2016–2019 (Usd Million)
Table 17 Reporting And Analytics: Market Size, By Region, 2020–2026 (Usd Million)
6.2.5 Customer Engagement Management
Table 18 Customer Engagement Management: Contact Center Software Market Size, By Region, 2016–2019 (Usd Million)
Table 19 Customer Engagement Management: Market Size, By Region, 2020–2026 (Usd Million)
6.2.6 Other Solutions
Table 20 Other Solutions: Market Size, By Region, 2016–2019 (Usd Million)
Table 21 Others: Market Size, By Region, 2020–2026 (Usd Million)
6.3 Services
6.3.1 Services: Market Drivers
Table 22 Services: Market Size, By Type, 2016–2019 (Usd Million)
Table 23 Services: Market Size, By Type, 2020–2026 (Usd Million)
Table 24 Services: Market Size, By Region, 2016–2019 (Usd Million)
Table 25 Services: Contact Center Software Market Size, By Region, 2020–2026 (Usd Million)
6.3.2 Consulting
Table 26 Consulting Market Size, By Region, 2016–2019 (Usd Million)
Table 27 Consulting Market Size, By Region, 2020–2026 (Usd Million)
6.3.3 Implementation And Integration
Table 28 Implementation And Integration Market Size, By Region, 2016–2019 (Usd Million)
Table 29 Implementation And Integration Market Size, By Region, 2020–2026 (Usd Million)
6.3.4 Training, Support, And Maintenance
Table 30 Training, Support, And Maintenance Market Size, By Region, 2016–2019 (Usd Million)
Table 31 Training, Support, And Maintenance Market Size, By Region, 2020–2026 (Usd Million)

7 Contact Center Software Market, By Organization Size
7.1 Introduction
7.1.1 Organization Size: Covid-19 Impact
Figure 33 Small And Medium-Sized Enterprises Segment To Grow At A Higher Cagr During The Forecast Period
Table 32 Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 33 Market Size, By Organization Size, 2020–2026 (Usd Million)
7.2 Large Enterprises
7.2.1 Large Enterprises: Market Drivers
Table 34 Large Enterprises: Market Size, By Region, 2016–2019 (Usd Million)
Table 35 Large Enterprises: Market Size, By Region, 2020–2026 (Usd Million)
7.3 Small And Medium-Sized Enterprises
7.3.1 Small And Medium-Sized Enterprises: Market Drivers
Table 36 Small And Medium-Sized Enterprises: Market Size, By Region, 2016–2019 (Usd Million)
Table 37 Small And Medium-Sized Enterprises: Market Size, By Region, 2020–2026 (Usd Million)

8 Contact Center Software Market, By Deployment Model
8.1 Introduction
8.1.1 Deployment Model: Covid-19 Impact
Figure 34 Cloud Segment To Grow At A Higher Cagr During The Forecast Period
Table 38 Market Size, By Deployment Model, 2016–2019 (Usd Million)
Table 39 Oftware Market Size, By Deployment Model, 2020–2026 (Usd Million)
8.2 On-Premises
8.2.1 On-Premises: Market Drivers
Table 40 On-Premises: Market Size, By Region, 2016–2019 (Usd Million)
Table 41 On-Premises: Market Size, By Region, 2020–2026 (Usd Million)
8.3 Cloud
8.3.1 Cloud: Market Drivers
Table 42 Cloud: Market Size, By Region, 2016–2019 (Usd Million)
Table 43 Cloud: Market Size, By Region, 2020–2026 (Usd Million)

9 Contact Center Software Market, By Industry
9.1 Introduction
9.1.1 Industries: Covid-19 Impact
Figure 35 Retail And Consumer Goods Industry To Grow At The Highest Cagr During The Forecast Period
Table 44 Market Size, By Industry, 2016–2019 (Usd Million)
Table 45 Market Size, By Industry, 2020–2026 (Usd Million)
9.2 Banking, Financial Services, And Insurance
9.2.1 Banking, Financial Services, And Insurance: Market Drivers
Table 46 Banking, Financial Services, And Insurance: Market Size, By Region, 2016–2019 (Usd Million)
Table 47 Banking, Financial Services, And Insurance: Market Size, By Region, 2020–2026 (Usd Million)
9.3 Telecommunications
9.3.1 Telecommunications: Market Drivers
Table 48 Telecommunications: Market Size, By Region, 2016–2019 (Usd Million)
Table 49 Telecommunications: Market Size, By Region, 2020–2026 (Usd Million)
9.4 Information Technology And Information Technology-Enabled Services
9.4.1 Information Technology And Information Technology-Enabled Services: Contact Center Software Market Drivers
Table 50 Information Technology And Information Technology-Enabled Services: Market Size, By Region, 2016–2019 (Usd Million)
Table 51 Information Technology And Information Technology-Enabled Services: Market Size, By Region, 2020–2026 (Usd Million)
9.5 Government And Public Sector
9.5.1 Government And Public Sector: Market Drivers
Table 52 Government And Public Sector: Market Size, By Region, 2016–2019 (Usd Million)
Table 53 Government And Public Sector: Market Size, By Region, 2020–2026 (Usd Million)
9.6 Retail And Consumer Goods
9.6.1 Retail And Consumer Goods: Market Drivers
Table 54 Retail And Consumer Goods: Market Size, By Region, 2016–2019 (Usd Million)
Table 55 Retail And Consumer Goods: Market Size, By Region, 2020–2026 (Usd Million)
9.7 Manufacturing
9.7.1 Manufacturing: Contact Center Software Market Drivers
Table 56 Manufacturing: Market Size, By Region, 2016–2019 (Usd Million)
Table 57 Manufacturing: Market Size, By Region, 2020–2026 (Usd Million)
9.8 Energy And Utilities
9.8.1 Energy And Utilities: Market Drivers
Table 58 Energy And Utilities: Market Size, By Region, 2016–2019 (Usd Million)
Table 59 Energy And Utilities: Market Size, By Region, 2020–2026 (Usd Million)
9.9 Other Industries
Table 60 Other Industries: Market Size, By Region, 2016–2019 (Usd Million)
Table 61 Other Industries: Market Size, By Region, 2020–2026 (Usd Million)

10 Contact Center Software Market, By Region
10.1 Introduction
Figure 36 Asia Pacific To Grow At The Highest Growth Rate During The Forecast Period
Table 62 Market Size, By Region, 2016–2019 (Usd Million)
Table 63 Market Size, By Region, 2020–2026 (Usd Million)
10.2 North America
10.2.1 North America: Covid-19 Impact
10.2.2 North America: Market Drivers
10.2.3 North America: Regulations
Figure 37 North America: Market Snapshot
Table 64 North America: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 65 North America: Market Size, By Component, 2020–2026 (Usd Million)
Table 66 North America : Market Size, By Solution , 2016–2019 (Usd Million)
Table 67 North America : Market Size, By Solution, 2020–2026 (Usd Million)
Table 68 North America : Components Market Size, By Service , 2016–2019 (Usd Million)
Table 69 North America : Market Size, By Type, 2020–2026 (Usd Million)
Table 70 North America: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 71 North America: Market Size, By Organization Size, 2020–2026 (Usd Million)
Table 72 North America: Market Size, By Deployment Model, 2016–2019 (Usd Million)
Table 73 North America: Market Size, By Deployment Model, 2020–2026 (Usd Million)
Table 74 North America: Market Size, By Industry, 2016–2019 (Usd Million)
Table 75 North America: Market Size, By Industry, 2020–2026 (Usd Million)
Table 76 North America: Market Size, By Country, 2016–2019 (Usd Million)
Table 77 North America: Market Size, By Country, 2020–2026 (Usd Million)
Figure 38 North America: Country Analysis
10.2.4 United States
Table 78 United States: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 79 United States: Market Size, By Component, 2020–2026 (Usd Million)
Table 80 United States: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 81 United States: Market Size, By Organization Size, 2020–2026 (Usd Million)
Table 82 United States: Market Size, By Deployment Model, 2016–2019 (Usd Million)
Table 83 United States: Market Size, By Deployment Model, 2020–2026 (Usd Million)
10.2.5 Canada
Table 84 Canada: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 85 Canada: Market Size, By Component, 2020–2026 (Usd Million)
Table 86 Canada: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 87 Canada: Market Size, By Organization Size, 2020–2026 (Usd Million)
Table 88 Canada: Market Size, By Deployment Model, 2016–2019 (Usd Million)
Table 89 Canada: Market Size, By Deployment Model, 2020–2026 (Usd Million)
10.3 Europe
10.3.1 Europe: Covid-19 Impact
10.3.2 Europe: Market Drivers
10.3.3 Europe: Regulations
Table 90 Europe: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 91 Europe: Market Size, By Component, 2020–2026 (Usd Million)
Table 92 Europe: Market Size, By Solution, 2016–2019 (Usd Million)
Table 93 Europe: Market Size, By Solution, 2020–2026 (Usd Million)
Table 94 Europe: Market Size, By Service, 2016–2019 (Usd Million)
Table 95 Europe: Market Size, By Service, 2020–2026 (Usd Million)
Table 96 Europe: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 97 Europe: Market Size, By Organization Size, 2020–2026 (Usd Million)
Table 98 Europe: Market Size, By Deployment Model, 2016–2019 (Usd Million)
Table 99 Europe: Market Size, By Deployment Model, 2020–2026 (Usd Million)
Table 100 Europe: Market Size, By Industry, 2016–2019 (Usd Million)
Table 101 Europe: Market Size, By Industry, 2020–2026 (Usd Million)
Table 102 Europe: Market Size, By Country, 2016–2019 (Usd Million)
Table 103 Europe: Market Size, By Country, 2020–2026 (Usd Million)
10.3.4 United Kingdom
Table 104 United Kingdom: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 105 United Kingdom: Market Size, By Component, 2020–2026 (Usd Million)
Table 106 United Kingdom: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 107 United Kingdom: Market Size, By Organization Size, 2020–2026 (Usd Million)
10.3.5 Germany
Table 108 Germany: Market Size, By Component, 2016–2019 (Usd Million)
Table 109 Germany: Market Size, By Component, 2020–2026 (Usd Million)
Table 110 Germany: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 111 Germany: Market Size, By Organization Size, 2020–2026 (Usd Million)
10.3.6 Rest Of Europe
Table 112 Rest Of Europe: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 113 Rest Of Europe: Market Size, By Component, 2020–2026 (Usd Million)
Table 114 Rest Of Europe: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 115 Rest Of Europe: Market Size, By Organization Size, 2020–2026 (Usd Million)
10.4 Asia Pacific
10.4.1 Asia Pacific: Covid-19 Impact
10.4.2 Asia Pacific: Market Drivers
10.4.3 Asia Pacific: Regulations
Figure 39 Asia Pacific: Market Snapshot
Table 116 Asia Pacific: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 117 Asia Pacific: Market Size, By Component, 2020–2026 (Usd Million)
Table 118 Asia Pacific: Market Size, By Solution, 2016–2019 (Usd Million)
Table 119 Asia Pacific: Market Size, By Solution, 2020–2026 (Usd Million)
Table 120 Asia Pacific: Market Size, By Service, 2016–2019 (Usd Million)
Table 121 Asia Pacific: Market Size, By Service, 2020–2026 (Usd Million)
Table 122 Asia Pacific: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 123 Asia Pacific: Market Size, By Organization Size, 2020–2026 (Usd Million)
Table 124 Asia Pacific: Market Size, By Deployment Model, 2016–2019 (Usd Million)
Table 125 Asia Pacific: Market Size, By Deployment Model, 2020–2026 (Usd Million)
Table 126 Asia Pacific: Market Size, By Industry, 2016–2019 (Usd Million)
Table 127 Asia Pacific: Market Size, By Industry, 2020–2026 (Usd Million)
Table 128 Asia Pacific: Market Size, By Country, 2016–2019 (Usd Million)
Table 129 Asia Pacific: Market Size, By Country, 2020–2026 (Usd Million)
10.4.4 China
Table 130 China: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 131 China: Market Size, By Component, 2020–2026 (Usd Million)
Table 132 China: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 133 China: Market Size, By Organization Size, 2020–2026 (Usd Million)
10.4.5 Japan
Table 134 Japan: Market Size, By Component, 2016–2019 (Usd Million)
Table 135 Japan: Market Size, By Component, 2020–2026 (Usd Million)
Table 136 Japan: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 137 Japan: Market Size, By Organization Size, 2020–2026 (Usd Million)
10.4.6 Rest Of Asia Pacific
Table 138 Rest Of Asia Pacific: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 139 Rest Of Asia Pacific: Market Size, By Component, 2020–2026 (Usd Million)
Table 140 Rest Of Asia Pacific: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 141 Rest Of Asia Pacific: Market Size, By Organization Size, 2020–2026 (Usd Million)
10.5 Middle East And Africa
10.5.1 Middle East And Africa: Covid-19 Impact
10.5.2 Middle East And Africa: Market Drivers
10.5.3 Middle East And Africa: Regulations
Table 142 Middle East And Africa: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 143 Middle East And Africa: Market Size, By Component, 2020–2026 (Usd Million)
Table 144 Middle East And Africa: Market Size, By Solution, 2016–2019 (Usd Million)
Table 145 Middle East And Africa: Market Size, By Solution, 2020–2026 (Usd Million)
Table 146 Middle East And Africa: Market Size, By Service, 2016–2019 (Usd Million)
Table 147 Middle East And Africa: Market Size, By Service, 2020–2026 (Usd Million)
Table 148 Middle East And Africa: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 149 Middle East And Africa: Market Size, By Organization Size, 2020–2026 (Usd Million)
Table 150 Middle East And Africa: Market Size, By Deployment Model, 2016–2019 (Usd Million)
Table 151 Middle East And Africa: Market Size, By Deployment Model, 2020–2026 (Usd Million)
Table 152 Middle East And Africa: Market Size, By Industry, 2016–2019 (Usd Million)
Table 153 Middle East And Africa: Market Size, By Industry, 2020–2026 (Usd Million)
Table 154 Middle East And Africa: Market Size, By Country, 2016–2019 (Usd Million)
Table 155 Middle East And Africa: Market Size, By Country, 2020–2026 (Usd Million)
10.5.4 Kingdom Of Saudi Arabia
Table 156 Kingdom Of Saudi Arabia: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 157 Kingdom Of Saudi Arabia: Market Size, By Component, 2020–2026 (Usd Million)
Table 158 Kingdom Of Saudi Arabia: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 159 Kingdom Of Saudi Arabia: Market Size, By Organization Size, 2020–2026 (Usd Million)
10.5.5 United Arab Emirates
Table 160 United Arab Emirates: Market Size, By Component, 2016–2019 (Usd Million)
Table 161 United Arab Emirates: Market Size, By Component, 2020–2026 (Usd Million)
Table 162 United Arab Emirates: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 163 United Arab Emirates: Market Size, By Organization Size, 2020–2026 (Usd Million)
10.5.6 Rest Of Middle East And Africa
Table 164 Rest Of Middle East And Africa: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 165 Rest Of Middle East And Africa: Market Size, By Component, 2020–2026 (Usd Million)
Table 166 Rest Of Middle East And Africa: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 167 Rest Of Middle East And Africa: Market Size, By Organization Size, 2020–2026 (Usd Million)
10.6 Latin America
10.6.1 Latin America: Covid-19 Impact
10.6.2 Latin America: Market Drivers
10.6.3 Latin America: Regulations
Table 168 Latin America: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 169 Latin America: Market Size, By Component, 2020–2026 (Usd Million)
Table 170 Latin America: Market Size, By Solution, 2016–2019 (Usd Million)
Table 171 Latin America: Market Size, By Solution, 2020–2026 (Usd Million)
Table 172 Latin America: Market Size, By Service, 2016–2019 (Usd Million)
Table 173 Latin America: Market Size, By Service, 2020–2026 (Usd Million)
Table 174 Latin America: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 175 Latin America: Market Size, By Organization Size, 2020–2026 (Usd Million)
Table 176 Latin America: Market Size, By Deployment Model, 2016–2019 (Usd Million)
Table 177 Latin America: Market Size, By Deployment Model, 2020–2026 (Usd Million)
Table 178 Latin America: Market Size, By Industry, 2016–2019 (Usd Million)
Table 179 Latin America: Market Size, By Industry, 2020–2026 (Usd Million)
Table 180 Latin America: Market Size, By Country, 2016–2019 (Usd Million)
Table 181 Latin America: Market Size, By Country, 2020–2026 (Usd Million)
10.6.4 Brazil
Table 182 Brazil: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 183 Brazil: Market Size, By Component, 2020–2026 (Usd Million)
Table 184 Brazil: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 185 Brazil: Market Size, By Organization Size, 2020–2026 (Usd Million)
10.6.5 Mexico
Table 186 Mexico: Market Size, By Component, 2016–2019 (Usd Million)
Table 187 Mexico: Market Size, By Component, 2020–2026 (Usd Million)
Table 188 Mexico: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 189 Mexico: Market Size, By Organization Size, 2020–2026 (Usd Million)
10.6.6 Rest Of Latin America
Table 190 Rest Of Latin America: Contact Center Software Market Size, By Component, 2016–2019 (Usd Million)
Table 191 Rest Of Latin America: Market Size, By Component, 2020–2026 (Usd Million)
Table 192 Rest Of Latin America: Market Size, By Organization Size, 2016–2019 (Usd Million)
Table 193 Rest Of Latin America: Market Size, By Organization Size, 2020–2026 (Usd Million)

11 Competitive Landscape
11.1 Overview
11.2 Market Evaluation Framework
Figure 40 Market Evaluation Framework
11.3 Market Share Of Top Players
Table 194 Contact Center Software Market: Degree Of Competition
Figure 41 Market Share Of Major Players In The Market, 2019
11.4 Revenue Analysis Of Top Players
Figure 42 Top Five Players Dominated The Market In Last Five Years
11.5 Company Evaluation Quadrant Methodology And Definitions
Table 195 Company Evaluation Quadrant: Criteria Weightage
11.5.1 Star
11.5.2 Emerging Leaders
11.5.3 Pervasive Companies
11.5.4 Other Companies
11.5.5 Product Footprint
Table 196 Company Product Footprint
Table 197 Company Industry Footprint
Table 198 Company Application Footprint
Table 199 Company Regional Footprint
Figure 43 Contact Center Software Market (Global): Company Evaluation Quadrant, 2020
11.6 Startup Evaluation Quadrant Methodology And Definitions
Table 200 Startup/Sme Evaluation Quadrant: Criteria Weightage
11.6.1 Progressive Companies
11.6.2 Responsive Companies
11.6.3 Dynamic Companies
11.6.4 Starting Blocks
Figure 44 Contact Center Software Market (Global): Startup/Sme Evaluation Quadrant, 2020
11.7 Key Market Developments
11.7.1 New Product/Solution Launches
Table 201 Key New Product/Solution Launches, 2020
11.7.2 Deals
Table 202 Key Deals, 2020

12 Company Profiles
12.1 Introduction
12.2 Key Players
(Business Overview, Solutions Offered, Recent Developments, Response To Covid-19, Mnm View, Key Strengths/Right To Win, Strategic Choices, Weaknesses And Competitive Threats)
12.2.1 Nice
Table 203 Nice: Business Overview
Figure 45 Nice: Company Snapshot
12.2.2 Genesys
Table 204 Genesys: Business Overview
12.2.3 Cisco
Table 205 Cisco: Business Overview
Figure 46 Cisco: Company Snapshot
12.2.4 Avaya
Table 206 Avaya: Business Overview
Figure 47 Avaya: Company Snapshot
12.2.5 Five9
Table 207 Five9: Business Overview
Figure 48 Five9: Company Snapshot
12.2.6 Talkdesk
Table 208 Talkdesk: Business Overview
12.2.7 Vonage
Table 209 Vonage: Business Overview
Figure 49 Vonage: Company Snapshot
Table 210 Platforms And Products Offered
12.2.8 8x8
Table 211 8x8: Business Overview
Figure 50 8x8: Company Snapshot
12.2.9 Aws
Table 212 Aws: Business Overview
Figure 51 Aws: Company Snapshot
12.2.10 Atos
Table 213 Atos: Business Overview
Figure 52 Atos: Company Snapshot
*Business Overview, Solutions Offered, Recent Developments, Response To Covid-19, Mnm View, Key Strengths/Right To Win, Strategic Choices, Weaknesses And Competitive Threats Might Not Be Captured In Case Of Unlisted Companies.
12.3 Others Players
12.3.1 Alcatel-Lucent Enterprise
12.3.2 Sap
12.3.3 Oracle
12.3.4 Ringcentral
12.3.5 Ibm
12.3.6 Lifesize
12.3.7 Content Guru
12.3.8 Aspect Software
12.3.9 Enghouse Interactive
12.3.10 3clogic
12.3.11 Ameyo
12.3.12 Verizon
12.3.13 Intrado
12.3.14 At&T
12.3.15 Bt
12.3.16 Twilio
12.3.17 Vocalcom
12.3.18 Nec
12.3.19 Evolve Ip
12.3.20 Mitel
12.3.21 Zte

13 Adjacent Market
13.1 Introduction
13.1.1 Related Market
Table 214 Related Market
13.2 Cloud-Based Contact Center Market
13.2.1 Introduction
Table 215 Cloud-Based Contact Center Market Size, By Component, 2015–2019 (Usd Million)
Table 216 Cloud-Based Contact Center Market Size, By Component, 2020–2025 (Usd Million)
13.2.2 Solutions
Table 217 Solutions: Cloud-Based Contact Center Market Size, By Type, 2015–2019 (Usd Million)
Table 218 Solutions: Cloud-Based Contact Center Market Size, By Type, 2020–2025 (Usd Million)
Table 219 Solutions: Cloud-Based Contact Center Market Size, By Region, 2015–2019 (Usd Million)
Table 220 Solutions: Cloud-Based Contact Center Market Size, By Region, 2020–2025 (Usd Million)
13.2.2.1 Omnichannel Routing
Table 221 Omnichannel Routing: Cloud-Based Contact Center Market Size, By Region, 2015–2019 (Usd Million)
Table 222 Omnichannel Routing: Cloud-Based Contact Center Market Size, By Region, 2020–2025 (Usd Million)
13.2.2.2 Workforce Engagement Management
Table 223 Workforce Engagement Management: Cloud-Based Contact Center Market Size, By Region, 2015–2019 (Usd Million)
Table 224 Workforce Engagement Management: Cloud-Based Contact Center Market Size, By Region, 2020–2025 (Usd Million)
13.2.2.3 Reporting And Analytics
Table 225 Reporting And Analytics: Cloud-Based Contact Center Market Size, By Region, 2015–2019 (Usd Million)
Table 226 Reporting And Analytics: Cloud-Based Contact Center Market Size, By Region, 2020–2025 (Usd Million)
13.2.2.4 Customer Engagement Management
Table 227 Customer Engagement Management: Cloud-Based Contact Center Market Size, By Region, 2015–2019 (Usd Million)
Table 228 Customer Engagement Management: Cloud-Based Contact Center Market Size, By Region, 2020–2025 (Usd Million)
13.2.2.5 Other Solutions
Table 229 Other Solutions: Cloud-Based Contact Center Market Size, By Region, 2015–2019 (Usd Million)
Table 230 Other Solutions: Cloud-Based Contact Center Market Size, By Region, 2020–2025 (Usd Million)
13.2.3 Services
Table 231 Services: Cloud-Based Contact Center Market Size, By Region, 2015–2019 (Usd Million)
Table 232 Services: Cloud-Based Contact Center Market Size, By Region, 2020–2025 (Usd Million)

14 Appendix
14.1 Discussion Guide
14.2 Knowledge Store: Marketsandmarkets’ Subscription Portal
14.3 Available Customizations
14.4 Related Report
14.5 Author Details

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