Contact Centre Software Market

Contact Centre Software Market Size, Share, Segment Analysis, Growth Drivers And Forecast 2020-2025

  • Report ID: BMRC 580 | Number of pages: 192 | Publish Date: Jan 2020
    Status: Published | Category: Technology And Media | Delivery Timeline: 48 hrs


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Market Size Graph


"Global Contact Center Software market is growing with significant CAGR of 14.67 % and it was worth of revenue USD 17.54 billion in 2018 and it is expected to reach USD 38.83 billion in 2025"

Increasing demands of technological solutions from IT and telecom, BFSI, government, consumer goods, retail sectors and other industries is expected to drive the market growth.

Scope of Global Contact Centre Software Market Reports –

Contact center software is a technological tool that deals with the effectiveness and efficacy of a contact center with a special focus on the interactions between customers and contact center agents. It is a space where all customer conversations across all social media occur. The center is a central point from where all contacts get managed. This provides facilities to handle clients’ contacts via different mediums such as, email, fax and telephone among others. The software comes in many forms and functions such as auto dialer, contact center monitors, call accounting solutions, call analytics, predictive driver, computer telephony interactive voice response, call recording and automatic call distributor. The software is used for enhancing customer service management for growing communication, responsibilities, productivity and efficiency.

Global contact centre software market report is segmented on the basis of component, deployment, organization, vertical level & regional and country level. Based upon component, global Contact Centre Software Market is segmented into softwares and services. Softwares are further divided into intelligent call routing, workforce optimization, reporting & analytics, intelligent virtual assistants, security, dialers, customer collaboration, automatic call distribution (ACD), computer telephony integration (CTI), call recording, interactive voice response (IVR) and others. Service segment is also further divided into professional services and managed services. Based on deployment market is classified into on-premises and cloud. Based on organization, the market is fragmented into small & medium enterprises and large enterprises. Based upon vertical, market is segmented into retail and consumer goods, BFSI, healthcare, government, IT & telecom, media & entertainment, travel and hospitality.

The regions covered in this Contact Centre Software Market report are North America, Europe, Asia-Pacific and Rest of the World. On the basis of country level, the market of Contact Centre Software  is sub divided into U.S., Mexico, Canada, U.K., France, Germany, Italy, China, Japan, India, South East Asia, GCC, Africa, etc.

Contact Centre Software Companies:

Some major key players for global Contact Centre Software Market are,

  • Cisco Systems Inc.
  • IBM Corporation
  • Oracle Corporation
  • NICE Ltd
  • Avaya
  • BT Group
  • others.

Market Dynamics –

The contact center software is in a growing need to accommodate the customer requirements and raising Omni channel communications and are  the major drivers of the global contact centre software market. Increasing demands from IT and telecom, BFSI, government, consumer goods and retail sectors are expected to drive the market growth. Customers can communicate and unite with institutions via number of channels like email, text, voice, mobile and social media. The Omni channel contact center software permits institutions to offer personal touch with customer interactions at the time of offering services. Enterprises require a solution which offers centralized control of service delivery over all the distinct channels, therefore, enterprises have started using Omni channel communication platforms that fuse all channels and give a compatible customer experience.

However, difficulty to blend with inherent systems and the on-premise software are stationed on-site and cannot be moved, also the term on-premise software itself explains that the software is self-explanatory that means it is local to a contact center and whenever administrators, supervisors, representatives and agents are not active on premise and therefore, acts as the barriers for the growth of the contact center software market.

Moreover, increasing developments in the technological field such as Internet of Things (IOT), analytics and artificial intelligence (AI) can create significant opportunities for revenue growth during the forecast period.

 

 

Regional Analysis-

The global contact centre software market is segmented into North America, Europe, Asia-Pacific and Rest of the World (ROW). North America is expected to get largest market size of global contact center software market owing to the huge focus on innovations gained by research, development and technological acceptance in this region. Moreover, Asia-pacific countries are anticipated to be fastest growing due to the presence of considerable small and medium-size(SMEs) and a large customer base in this region. Philippines has overtaken India to transpire as the world’s largest BPO destinations and industrial leader with up to 20% of global contact center software market share outsourcing. For instance 66% of consumers on an average uses three various communication channels for the contact purpose

Key Benefits for Market Report–

Global Contact Centre Software Market report covers in-depth historical and forecast analysis.

Global Contact Centre Software Market research report provides detail information about Market Introduction, Market Summary, Global market Revenue (Revenue USD), Market Drivers, Market Restraints, Market Opportunities, Competitive Analysis, Regional and Country Level.

Global Contact Centre Software Market report helps to identify opportunities in marketplace.

Global Contact Centre Software Market report covers extensive analysis of emerging trends and competitive landscape.

Market Segmentation:-

By Component: Software (Intelligent Call Routing, Intelligent Virtual Assistants, Workforce Optimization, Reporting and Analytics, Security), Fraud Management, Network Security, Others (Dialers) Predictive Dialer, Preview Dialer, Progressive Dialer, (Customer Collaboration, Call Recording, Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Automatic Call Distribution (ACD), Others), Service (Professional Services, Managed Services)

By Deployment: Cloud, On-premise

By Organization: Large Enterprises, Small and Medium-sized Enterprises (SMEs)

By Vertical: Banking, Financial services, and Insurance (BFSI), Healthcare, IT and Telecom, Travel and Hospitality, Consumer Goods and Retail, Government, Media and Entertainment, Others

Regional & Country Analysis
North America, U.S., Mexico, Canada , Europe, UK, France, Germany, Italy , Asia Pacific, China, Japan, India, Southeast Asia, South America, Brazil, Argentina, Columbia, The Middle East and Africa, GCC, Africa, Rest of Middle East and Africa


Frequently Asked Questions (FAQ) :
Increasing demands from IT and telecom, BFSI, government, consumer goods and retail sectors are expected to drive the market growth. More Details
Contact Centre Software Market is valued at USD 17.54 Billion in 2018 and expected to reach USD 38.83 Billion by 2025 with a CAGR of 14.67 % over the forecast period.



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Contact Centre Software Market Share and Growth to 2025 and Analysis 2019-2025

report cover

Table of Content

Chapter 1 Global Contact Centre Software Market: Summary and Quantitative Analysis
1.1 Report Description
1.2 Global Contact Centre Software Market Revenue Overview
1.3 Global Contact Centre Software Market Revenue (USD Billion) and Growth (%) Rate, 2015- 2025

Chapter 2 Global Contact Centre Software Market: Overview and Qualitative Analysis
2.1 Executive Summary
2.2 Market Drivers
2.2.1 Increasing need to improve the process in order to comply with new standards is anticipated to witness a high growth of Contact Centre Software Market
2.3 Market Restraints
2.4 Market Opportunities
2.5 Market Trends
2.6 Global Contact Centre Software Market: SWOT Analysis
2.7 Global Contact Centre Software Market: PEST Analysis
2.8 Global Contact Centre Software Market: Attractiveness Analysis
2.8.1 Global Contact Centre Software Market: Attractiveness Analysis by Type
2.8.2 Global Contact Centre Software Market: Attractiveness Analysis by Grade
2.8.3 Global Contact Centre Software Market: Attractiveness Analysis by Regional

Chapter 3 Competitive Analysis
3.1 Global Contact Centre Software Market
3.1.1 Global Contact Centre Software market Revenue (USD Billion), By Players 2018
3.1.2 Global Contact Centre Software Market Revenue Share (%), By Players 2018

Chapter 5 Global Contact Centre Software Market: By Types
5.1 Global Contact Centre Software Market Share (%), By Types, 2018
5.2 Global Contact Centre Software Market Revenue (USD Billion), By Types, 2015 – 2025
5.3 Global Contact Centre Software Market Revenue (USD Billion), Based,2015-2025
5.4 Global Contact Centre Software Market Revenue (USD Billion), Based,2015-2025
5.5 Global Contact Centre Software Market Revenue Share (%), By Types, 2015 – 2025
5.6 Global Contact Centre Software Market Revenue Market Share (%), By Types, 2015-2025

Chapter 6 Global Contact Centre Software Market: By Application
6.1 Global Contact Centre Software Market Share (%), By Application, 2018
6.2 Global Contact Centre Software Market Revenue (USD Billion), By Application, 2015 – 2025
6.3 Global Contact Centre Software Market Revenue (USD Billion), Enterprises, 2015-2025
6.4 Global Contact Centre Software Market Revenue (USD Billion),2015-2025
6.5 Global Contact Centre Software Market Revenue Share (%), By Application, 2015 – 2025
6.6 Global Contact Centre Software Market Revenue Market Share (%), By Application, 2015-2025

Chapter 7 North America Contact Centre Software Market Analysis
7.1 North America Market Snapshot
7.1.1 North America Contact Centre Software Market Revenue and Growth Rate (%), 2015-2025.
7.1.2 North America Contact Centre Software Market Revenue (USD Billion) Overview, by Country, 2015 – 2025
7.1.3 North America Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015 – 2025.
7.1.4 North America Contact Centre Software Revenue (USD Billion) Overview, by Type, 2015-2025
7.1.5 North America Contact Centre Software Revenue (USD Billion) Overview, by Types, 2015-2025
7.1.6 North America Contact Centre Software Revenue (USD Billion) Overview, by Application , 2015-2025

Chapter 8 Europe Contact Centre Software Market Analysis
8.1 Europe Market Snapshot
8.1.1 Europe Contact Centre Software Market Revenue and Growth Rate (%), 2015-2025.
8.1.2 Europe Contact Centre Software Market Revenue (USD Billion) Overview, by Country, 2015 – 2025
8.1.3 Europe Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015 – 2025.
8.1.4 Europe Contact Centre Software Revenue (USD Billion) Overview, by Type, 2015-2025
8.1.5 Europe Contact Centre Software Revenue (USD Billion) Overview, by Types, 2015-2025
8.1.6 Europe Contact Centre Software Revenue (USD Billion) Overview, by Application, 2015-2025

Chapter 9 Asia Pacific Contact Centre Software Market Analysis
9.1 Asia Pacific Market Snapshot
9.1.1 Asia Pacific Contact Centre Software Market Revenue and Growth Rate (%), 2015-2025.
9.1.2 Asia Pacific Contact Centre Software Market Revenue (USD Billion) Overview, by Country, 2015 – 2025
9.1.3 Asia Pacific Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015 – 2025.
9.1.4 Asia Pacific Contact Centre Software Revenue (USD Billion) Overview, by Type, 2015-2025
9.1.5 Asia Pacific Contact Centre Software Revenue (USD Billion) Overview, by Types, 2015-2025
9.1.6 Asia Pacific Contact Centre Software Revenue (USD Billion) Overview, by Application, 2015-2025

Chapter 10 Latin America Contact Centre Software Market Analysis
10.1 Latin America Market Snapshot
10.1.1 Latin America Contact Centre Software Market Revenue and Growth Rate (%), 2015-2025.
10.1.2 Latin America Contact Centre Software Market Revenue (USD Billion) Overview, by Country, 2015 – 2025
10.1.3 Latin America Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015 – 2025.
10.1.4 Latin America Contact Centre Software Revenue (USD Billion) Overview, by Type, 2015-2025
10.1.5 Latin America Contact Centre Software Revenue (USD Billion) Overview, by Types, 2015-2025
10.1.6 Latin America Contact Centre Software Revenue (USD Billion) Overview, by Application, 2015-2025

Chapter 11 Middle East & Africa Contact Centre Software Market Analysis
11.1 Middle East & Africa Market Snapshot
11.1.1 Middle East & Africa Contact Centre Software Market Revenue and Growth Rate (%), 2015-2025.
11.1.2 Middle East & Africa Contact Centre Software Market Revenue (USD Billion) Overview, by Country, 2015 – 2025
11.1.3 Middle East & Africa Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015 – 2025.
11.1.4 Middle East & Africa Contact Centre Software Revenue (USD Billion) Overview, by Type, 2015-2025
11.1.5 Middle East & Africa Contact Centre Software Revenue (USD Billion) Overview, by Types, 2015-2025
11.1.6 Middle East & Africa Contact Centre Software Revenue (USD Billion) Overview, by Application, 2015-2025

Chapter 12 Competitive Analysis
12.1 COMPANY 1.
12.1.1 Company Basic Information, Manufacturing Base, Sales Area and Its Competitors
12.1.2 COMPANY 1. Total Company Revenue 2015-2018
12.1.3 COMPANY 1. Total Company Revenue, By Segment of Business 2015-2018
12.1.4 COMPANY 1. Total Company Revenue, By Region 2015-2018
12.1.5 COMPANY 1. Global Contact Centre Software Product Category and Description
12.1.6 COMPANY 1. Recent Activity 2015-2019
12.1.7 Main Business/Business Overview
12.1.8 Business Strategy
12.1.9 SWOT Analysis
12.2 Company 2.
12.2.1 Company Basic Information, Manufacturing Base, Sales Area and Its Competitors
12.2.2 Company 2. Total Company Revenue 2015-2018 117
12.2.3 Company 2. Total Company Revenue, By Segment of Business 2015-2018
12.2.4 Company 2. Total Company Revenue, By Region 2015-2018
12.2.5 Company 2. Global Contact Centre Software Product Category and Description
12.2.6 Company 2. Recent Activity 2015-2019
12.2.7 Main Business/Business Overview
12.2.8 Business Strategy
12.2.9 SWOT Analysis
12.3 COMPANY 3
12.3.1 Business Overview
12.3.2 COMPANY 3 Market Product Category and Description & Specification
12.3.3 Main Business/Business Overview
12.3.4 Business Strategy
12.3.5 SWOT Analysis
12.4 COMPANY 4
12.4.1 Business Overview
12.4.2 COMPANY 4 Company Total Company Revenue 2015-2018
12.4.3 COMPANY 4 Company Total Company Revenue, By Segment of Business 2015-2018
12.4.4 COMPANY 4 Company Total Company Revenue, By Region of Business 2015-2018
12.4.5 COMPANY 4 Company Product Category, Specification and Description
12.4.6 COMPANY 4 Company Recent Mergers & Acquisitions (M&A) Activity 2015-2019
12.4.7 COMPANY 4 Company Main Business/Business Overview
12.4.8 Business Strategy
12.4.9 SWOT Analysis
12.5 Company 5
12.5.1 Business Overview
12.5.2 Company 5 Company Net Sales 2015-2018
12.5.3 Company 5 Company Net Sales, By Segment of Business 2011-2018
12.5.4 Company 5 Company Net Sales, By Region 2015-2018
12.5.5 Company 5 Contact Centre Software Market Product Category and Specification
12.5.6 COMPANY 5 Recent Mergers & Acquisitions (M&A) Activity 2015-2019
12.5.7 COMPANY 5 Main Business/Business Overview
12.5.8 Business Strategy
12.5.9 SWOT Analysis
12.6 Company 6
12.6.1 Business Overview
12.6.2 Company 6 Contact Centre Software Market Product Category and Specification
12.6.3 Company 6 Recent Mergers & Acquisitions (M&A) Activity 2015-2019
12.6.4 Company 6 Main Business/Business Overview
12.6.5 Business Strategy
12.6.6 SWOT Analysis
12.7 Company 7
12.7.1 Business Overview
12.7.2 Company 7 Total Company Revenue 2015-2018
12.7.3 Company 7 Total Company Revenue, By Segment of Business 2015-2018
12.7.4 Company 7 Contact Centre Software Market Product Category and Description
12.7.5 Company 7 Recent Mergers &Acquisitions (M&A) Activity 2015-2019
12.7.6 Company 7 Main Business/Business Overview
12.7.7 Business Strategy
12.7.8 SWOT Analysis

Chapter 13 Market Research Findings & Conclusion

Chapter 14 Research Methodology
14.1 Research Process
14.2 Primary Research
14.3 Secondary Research
14.4 Market Size Estimates
14.5 Forecast Model
14.7 Who is This Report For?
14.8 USP’s of Report

List of Figures 

FIG. 1 Global Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015- 2025
FIG. 3 Global Contact Centre Software Market: Attractiveness Analysis by Type
FIG. 4 Global Contact Centre Software Market: Attractiveness Analysis by Types
FIG. 5 Global Contact Centre Software Market: Attractiveness Analysis by Application
FIG. 6 Global Contact Centre Software Market: Attractiveness Analysis by Regional
FIG. 7 Global Contact Centre Software Market
FIG. 8 Global Contact Centre Software Market Share (%), By Type, 2018
FIG. 9 Global Contact Centre Software Market Revenue (USD Billion),
FIG. 10 Global Contact Centre Software Market Revenue (USD Billion),
FIG. 11 Global Contact Centre Software Market Revenue Market Share (%), By Type, 2015-2025
FIG. 12 Global Contact Centre Software Market Share (%), By Types, 2018
FIG. 13 Global Contact Centre Software Market Revenue (USD Billion), 2015-2025
FIG. 14 Global Contact Centre Software Market Revenue (USD Billion), 2015-2025
FIG. 15 Global Contact Centre Software Market Revenue Market Share (%), By Types, 2015-2025
FIG. 16 Global Contact Centre Software Market Share (%), By Application, 2018
FIG. 17 Global Contact Centre Software Market Revenue (USD Billion), By Large Enterprises, 2015-2025
FIG. 18 Global Contact Centre Software Market Revenue (USD Billion), 2015-2025
FIG. 19 Global Contact Centre Software Market Revenue Market Share (%), By Application, 2015-2025
FIG. 20 North America Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015-2025.
FIG. 21 North America Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015 – 2025.
FIG. 22 Europe Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015-2025.
FIG. 23 Europe Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015 – 2025.
FIG. 24 Asia Pacific Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015-2025.
FIG. 25 Asia Pacific Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015 – 2025.
FIG. 26 Latin America Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015-2025.
FIG. 27 Latin America Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015 – 2025.
FIG. 28 Middle East & Africa Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015-2025.
FIG. 29 Middle East & Africa Contact Centre Software Market Revenue (USD Billion) and Growth Rate (%), 2015 – 2025.
FIG. 30 COMPANY 1. Total Company Revenue 2015-2018 (USD Million, R & D Expenses %)
FIG. 31 COMPANY 1. Total Company Revenue, by Segment of Business 2015-2018 (USD Million, AGR %)
FIG. 32 COMPANY 1. Total Company Revenue, by Region 2015-2018 (USD Million, AGR %)
FIG. 33 Company 2. Total Company Revenue 2015-2018 (USD Million)
FIG. 34 Company 2. Total Company Revenue, by Segment of Business 2015-2018 (USD Million, AGR %)
FIG. 35 Company 2. Total Company Revenue, by Region 2015-2018 (USD Million, AGR %)
FIG. 36 COMPANY 4 Company Total Company Revenue 2015-2018 (USD Million)
FIG. 37 COMPANY 4 Company Total Company Revenue, by Segment of Business 2015-2018 (USD Million, AGR %)
FIG. 38 COMPANY 4 Company Total Company Revenue, by Region of Business 2015-2018 (USD Million, AGR %)
FIG. 39 Company 5 Company Net Sales 2015-2018 (USD Million, R & D Expenses %)
FIG. 40 Company 5 Company Net Sales, by Segment of Business 2015-2018 (USD Million, AGR %)
FIG. 41 Company 5 Company Net Sales, by Region 2015-2018 (USD Million, AGR %)
FIG. 42 Company 7 Total Company Revenue 2015-2018 (USD Million, R & D Expenses %)
FIG. 43 Company 7 Total Company Revenue, by Segment of Business 2015-2018 (USD Million, AGR %)
FIG. 44 Primary Research
FIG. 45 Sources of Secondary Research
FIG. 46 Forecast Model

List of Tables

TABLE 1 Global Contact Centre Software Market Overview
TABLE 2 Market Driver Impact Analysis
TABLE 3 Market Restraints Impact Analysis
TABLE 4 Global Contact Centre Software market Revenue (USD Billion), By Players2018
TABLE 5 Global Contact Centre Software market Revenue Market share (%), By Players- 2018
TABLE 6 Global Contact Centre Software Market Revenue (USD Billion), By Product Type, 2015 - 2025
TABLE 7 Global Contact Centre Software Market Revenue Share (%), By Type, 2015 - 2025
TABLE 8 Global Contact Centre Software Market Revenue (USD Billion), By Types, 2015 - 2025
TABLE 9 Global Contact Centre Software Market Revenue Share (%), By Types, 2015 - 2025
TABLE 10 Global Contact Centre Software Market Revenue (USD Billion), By Application, 2015 - 2025
TABLE 11 Global Contact Centre Software Market Revenue Share (%), By Application, 2015 - 2025
TABLE 12 North America Contact Centre Software market Revenue (USD Billion), by Country, 2015 - 2025
TABLE 13 North America Contact Centre Software Revenue (USD Billion), by Type, 2015-2025
TABLE 14 North America Contact Centre Software Revenue (USD Billion), by Types, 2015-2025
TABLE 15 North America Contact Centre Software Revenue (USD Billion), by Application , 2015-2025
TABLE 16 Europe Contact Centre Software market Revenue (USD Billion), by Country, 2015 - 2025
TABLE 17 Europe Contact Centre Software Revenue (USD Billion), by Type, 2015-2025
TABLE 18 Europe Contact Centre Software Revenue (USD Billion), by Types, 2015-2025
TABLE 19 Europe Contact Centre Software Revenue (USD Billion), by Application, 2015-2025
TABLE 20 Asia Pacific Contact Centre Software market Revenue (USD Billion), by Country, 2015 - 2025
TABLE 21 Asia Pacific Contact Centre Software Revenue (USD Billion), by Type, 2015-2025
TABLE 22 Asia Pacific Contact Centre Software Revenue (USD Billion), by Types, 2015-2025
TABLE 23 Asia Pacific Contact Centre Software Revenue (USD Billion), by Application, 2015-2025
TABLE 24 Latin America Contact Centre Software market Revenue (USD Billion), by Country, 2015 - 2025
TABLE 25 Latin America Contact Centre Software Revenue (USD Billion), by Type, 2015-2025
TABLE 26 Latin America Contact Centre Software Revenue (USD Billion), by Types, 2015-2025
TABLE 27 Latin America Contact Centre Software Revenue (USD Billion), by Application, 2015-2025
TABLE 28 Middle East & Africa Contact Centre Software market Revenue (USD Billion), by Country, 2015 - 2025
TABLE 29 Middle East & Africa Contact Centre Software Revenue (USD Billion), by Type, 2015-2025
TABLE 30 Middle East & Africa Contact Centre Software Revenue (USD Billion), by Types, 2015-2025
TABLE 31 Middle East & Africa Contact Centre Software Revenue (USD Billion), by Application, 2015-2025
TABLE 32 COMPANY 1. Basic Information, Manufacturing Base, Sales Area and Its Competitors
TABLE 33 Company 2. Basic Information, Manufacturing Base, Sales Area and Its Competitors
TABLE 34 COMPANY 4 Basic Information, Manufacturing Base and Competitors
TABLE 35 COMPANY 4 Company Basic Information, Manufacturing Base and Competitors
TABLE 36 Company 5 Basic Information, Manufacturing Base and Competitors
TABLE 37 Company 6 Basic Information, Manufacturing Base and Competitors
TABLE 38 Company 7 Basic Information, Manufacturing Base and Competitors

Contact Centre Software Market Size, Share, Segment Analysis, Growth Drivers And Forecast 2020-2025

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