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市场调查报告书
商品编码
1378960

2023-2028 年按组件、部署模式、企业规模、最终用途和地区分類的联络中心软体市场报告

Contact Center Software Market Report by Component, Deployment Mode, Enterprise Size, End Use, and Region 2023-2028
出版日期: | 出版商: IMARC | 英文 142 Pages | 商品交期: 2-3个工作天内

价格

抽象的

2022年全球联络中心软体市场规模达296亿美元。展望未来， IMARC Group预计到2028年市场规模将达到831亿美元，2022-2028年复合年增长率（CAGR）为18.8%。消费者对与企业无缝和个性化互动的需求不断增长，越来越多地采用基于云端的解决方案来提供增强的灵活性，以及​​整合先进技术以改善用户体验是推动市场的一些主要因素。

联络中心软体是一种技术解决方案，旨在简化和增强客户沟通和支援流程。它包括自动呼叫路由、即时监控、效能分析和客户关係管理 (CRM) 系统。它充当管理跨各种管道（例如电话、电子邮件、聊天和社交媒体）的入站和出站互动的中央枢纽。它使企业能够有效地处理客户查询、解决问题并提供个人化帮助。由于联络中心软体有助于提高客户满意度，因此全球范围内对联络中心软体的需求正在增加。

目前，联络中心软体的采用率不断上升，因为它允许组织根据自己的要求轻鬆扩展或减少运营，这有助于市场的成长。与此一致的是，对能够有效管理社交媒体、聊天和电子邮件等各种通讯管道的查询的先进解决方案的需求不断增长，这正在加强市场的成长。此外，对联络中心软体的需求不断增长，因为它有助于提高座席生产力并减少对实体基础设施的需求，从而推动了市场的成长。此外，个人对资料隐私和安全的日益关注为行业投资者提供了利润丰厚的成长机会。此外，对允许公司优化客户服务营运并缩短响应时间的解决方案的需求不断增长，正在支持市场的成长。

联络中心软体市场趋势/驱动因素：

消费者对无缝和个人化互动的需求不断增长

消费者对与企业无缝、个人化互动的需求不断增长，推动了市场的成长。据此，联络中心软体提供了各种功能，例如智慧呼叫路由、整合客户关係管理（CRM）资料和即时客户回馈分析，有助于提高客户满意度。这些工具使代理商能够提供快速且量身定制的解决方案，有助于增强整体客户体验。除此之外，这些工具还有助于提高客户忠诚度和维护企业声誉，进而促进市场的成长。因此，企业正在投资解决方案以保持竞争力并确保其客户服务符合最高标准。

越来越多地采用提供灵活性的基于云端的解决方案

由于全球范围内的远距工作文化，个人越来越多地采用基于云端的解决方案，这正在加强市场的成长。与此相适应，组织越来越需要基于云端的联络中心解决方案，使其座席能够在任何地方工作。除此之外，基于云端的解决方案提供了在中断期间维持营运和确保业务连续性所需的灵活性，这推动了市场的成长。此外，它们减少了对实体基础设施的依赖，这有利于节省企业成本。此外，世界各地大众对灵活敏捷解决方案的需求不断增加。

先进技术的融合

资料分析和人工智慧（AI）等先进技术在联络中心软体中的整合正在推动市场的成长。除此之外，进阶分析工具还可以分析客户交互，以提取有价值的见解，这些见解可进一步用于优化营运效率、提高代理绩效并识别客户行为趋势。此外，人工智慧驱动的聊天机器人和虚拟助理增强了自助服务选项，并对常见查询提供即时回应，从而减少了手动代理的工作量。此外，这不仅提高了效率，还确保了一致的服务品质。此外，人工智慧驱动的分析有助于识别互动过程中的客户情绪，并使公司能够提供量身定制的支援。

联络中心软体产业细分：

IMARC Group提供了全球联络中心软体市场报告各细分市场主要趋势的分析，以及 2023-2028 年全球、区域和国家层面的预测。我们的报告根据组件、部署模式、企业规模和最终用途对市场进行了分类。

按组件划分：

解决方案

自动呼叫分配 (ACD)

通话录音

电脑电话整合 (CTI)

客户协作

拨号器

互动式语音应答 (IVR)

其他的

服务

整合部署

支援与维护

培训与咨询

管理服务

解决方案（IVR）代表最大的细分市场

该报告根据组成部分提供了详细的市场细分和分析。这包括解决方案（自动呼叫分配（ACD、通话录音、电脑电话整合(CTI)、客户协作、拨号器、互动式语音应答(IVR) 等）和服务（整合和部署、支援和维护、培训和咨询、和託管服务。根据该报告，解决方案(IVR) 代表了最大的细分市场。解决方案互动式语音应答(IVR) 可自动执行和管理传入的客户呼叫。IVR 系统使用语音识别和按键式键盘输入来与呼叫者进行交互，并允许他们透过一系列预先录製的提示和选单进行导航，以存取所需的资讯或服务。此外，IVR 解决方案在联络中心内具有多种用途。它们可以有效地将呼叫路由到适当的座席或部门，有助于减少等待时间，并确保客户连接到正确的资源。IVR 还可以处理日常查询和交易，例如检查帐户余额、付款或提供订单状态更新，而无需客服人员干预。

按部署模式划分：

本地

基于云端

基于云端的占据大部分市场份额

该报告根据部署模式对市场进行了详细的细分和分析。这包括本地和基于云端的。根据该报告，基于云端的占据了最大的部分。基于云端是指在云端中託管和运行的解决方案。此外，它还提供可扩展性，使企业能够轻鬆调整其联络中心容量以满足不断变化的需求。这种灵活性在高峰期或扩展业务时尤其有价值。此外，云端消除了对大量前期硬体和基础设施投资的需求。公司可以订阅基于云端的服务来减少资本支出并实现更快的部署。它还提供地理灵活性，使代理商能够在有网路连线的任何地方工作。

按企业规模划分：

大型企业

中小企业

大企业占最大市场份额

该报告根据企业规模对市场进行了详细的细分和分析。这包括大型企业和中小企业。报告称，大型企业代表了最大的细分市场。大型企业的特点是拥有广泛的客户群，通常需要先进且高度可自订的解决方案来有效管理其客户互动。大型企业的联络中心软体可以处理大量客户查询（通常跨越多个通讯管道），而不会影响效能或客户体验。随着业务的成长或客户需求的季节性波动，它可以轻鬆扩展。与此一致的是，大型企业通常需要先进的功能，例如人工智慧驱动的分析，以更深入地了解客户行为和趋势。这些见解有助于做出数据驱动的决策并提高整体客户满意度。

按最终用途细分：

BFSI

消费品和零售

政府

卫生保健

资讯科技和电信

旅游和酒店业

其他的

消费品和零售占据市场份额

该报告根据最终用途提供了详细的市场细分和分析。这包括 BFSI、消费品和零售、政府、医疗保健、IT 和电信、旅游和酒店等。报告称，消费品和零售业是最大的细分市场。消费品和零售业包括超市、电子商务平台、服饰零售商和消费性电子商店等多种业务。联络中心软体在增强客户体验方面发挥着至关重要的作用，是品牌与其客户之间互动的主要点。它有助于管理与产品资讯、订单追踪、退货和一般客户支援相关的查询。此外，它还有助于促进全通路客户参与。它使企业能够在这些管道上提供一致和个性化的支援。

按地区划分：

北美洲

美国

加拿大

亚太

中国

日本

印度

韩国

澳洲

印尼

其他的

欧洲

德国

法国

英国

义大利

西班牙

俄罗斯

其他的

拉丁美洲

巴西

墨西哥

其他的

中东和非洲

北美表现出明显的主导地位，占据最大的联络中心软体市场份额

市场研究报告还对所有主要区域市场进行了全面分析，其中包括北美（美国和加拿大）；亚太地区（中国、日本、印度、韩国、澳洲、印尼等）；欧洲（德国、法国、英国、义大利、西班牙、俄罗斯等）；拉丁美洲（巴西、墨西哥等）；以及中东和非洲。报告称，北美占据最大的市场份额。

由于越来越注重增强客户服务和满意度，北美占据了最大的市场份额。除此之外，对资料隐私和安全的日益重视也促进了该地区市场的成长。与此一致的是，严格的安全合规性正在推动市场的成长。除此之外，人们对有效客户参与和支持重要性的认识不断提高，正在推动北美地区市场的成长。

竞争格局：

主要参与者正在整合人工智慧 (AI)、机器学习 (ML) 和自然语言处理 (NLP) 等先进技术，以增强自动化、改善自助服务选项并提供更个人化的客户互动。此外，许多公司正在扩展其基于云端的产品，使企业能够轻鬆适应不断变化的客户需求并支援远端员工。除此之外，各大厂商都在关注全通路能力。它们使企业能够透过语音、电子邮件、聊天、社交媒体和简讯服务 (SMS) 等各种管道与客户无缝互动，以确保一致且整合的客户体验。此外，公司正致力于增强其分析和报告能力。

该报告对市场竞争格局进行了全面分析。也提供了所有主要公司的详细资料。市场上的一些主要参与者包括：

方面软体

阿瓦亚公司

思科系统公司

恩豪斯互动公司

五、九公司

OK绷

国际商业机器公司

NEC公司

甲骨文公司

SAP系统公司

统一公司（Atos SE）

最近的发展：

2023 年 5 月，Five9 和 BT 宣布扩大合作伙伴关係，以增强为全球组织提供的联络中心服务和解决方案。它允许客户透过与现有语音、数位管道、统一通讯和客户关係管理 (CRM) 系统整合来完全数位化其工作场所。

2023 年 3 月，Genesys (R) 和 Acqueon 合作，协助企业对消费者 (B2C) 组织优化销售、收货和服务的主动客户拓展。透过此次合作，联合联络中心客户可以无缝利用 Genesys Cloud CX (TM) 平台基于人工智慧 (AI) 的体验编排功能以及 Acqueon 全通路工作流程、预测分析、人工智慧和内建合规套件。

2022 年 5 月，Avaya 与 Microsoft 合作，在 Microsoft Azure 上提供 Avaya OneCloud (TM) 解决方案，为组织提供更多选择，以无与伦比的可靠性、敏捷性和规模来提高生产力和客户参与度。

本报告回答的关键问题：

  • 迄今为止，全球联络中心软体市场表现如何，未来几年将如何表现？
  • 全球联络中心软体市场的驱动因素、限制因素和机会是什么？
  • 每个驱动因素、限制因素和机会对全球联络中心软体市场有何影响？
  • 主要区域市场有哪些？
  • 哪些国家代表了最具吸引力的联络中心软体市场？
  • 基于组件的市场区隔是什么？
  • 联络中心软体市场中哪个元件最具吸引力？
  • 基于部署模式的市场区隔是怎样的？
  • 联络中心软体市场哪种部署模式最具吸引力？
  • 依企业规模分類的市场是怎么样的？
  • 联络中心软体市场中最具吸引力的企业规模是多少？
  • 根据最终用途分類的市场是怎样的？
  • 联络中心软体市场中最具吸引力的最终用途是什么？
  • 全球联络中心软体市场的竞争格局如何？
  • 全球联络中心软体市场的主要参与者/公司有哪些？

本报告回答的关键问题：

  • 迄今为止，全球联络中心软体市场表现如何，未来几年将如何表现？
  • 全球联络中心软体市场的驱动因素、限制因素和机会是什么？
  • 每个驱动因素、限制因素和机会对全球联络中心软体市场有何影响？
  • 主要区域市场有哪些？
  • 哪些国家代表了最具吸引力的联络中心软体市场？
  • 基于组件的市场区隔是什么？
  • 联络中心软体市场中哪个元件最具吸引力？
  • 基于部署模式的市场区隔是怎样的？
  • 联络中心软体市场哪种部署模式最具吸引力？
  • 依企业规模分類的市场是怎么样的？
  • 联络中心软体市场中最具吸引力的企业规模是多少？
  • 根据最终用途分類的市场是怎样的？
  • 联络中心软体市场中最具吸引力的最终用途是什么？
  • 全球联络中心软体市场的竞争格局如何？
  • 全球联络中心软体市场的主要参与者/公司有哪些？

目录

第一章：前言

第 2 章：范围与方法

  • 研究目的
  • 利害关係人
  • 资料来源
    • 主要资源
    • 二手资料
  • 市场预测
    • 自下而上的方法
    • 自上而下的方法
  • 预测方法

第 3 章：执行摘要

第 4 章：简介

  • 概述
  • 主要行业趋势

第 5 章：全球联络中心软体市场

  • 市场概况
  • 市场业绩
  • COVID-19 的影响
  • 市场预测

第 6 章：按成分分類的市场区隔

  • 解决方案
    • 市场走向
    • 关键环节
      • 自动呼叫分配 (ACD)
      • 通话录音
      • 电脑电话整合 (CTI)
      • 客户协作
      • 拨号器
      • 互动式语音应答 (IVR)
      • 其他的
    • 市场预测
  • 服务
    • 市场走向
    • 关键环节
      • 整合部署
      • 支援与维护
      • 培训与咨询
      • 管理服务
    • 市场预测

第 7 章：按部署模式分類的市场区隔

  • 本地
    • 市场走向
    • 市场预测
  • 基于云端
    • 市场走向
    • 市场预测

第 8 章：依企业规模分類的市场区隔

  • 大型企业
    • 市场走向
    • 市场预测
  • 中小企业
    • 市场走向
    • 市场预测

第 9 章：依最终用途分類的市场区隔

  • BFSI
    • 市场走向
    • 市场预测
  • 消费品和零售
    • 市场走向
    • 市场预测
  • 政府
    • 市场走向
    • 市场预测
  • 卫生保健
    • 市场走向
    • 市场预测
  • 资讯科技和电信
    • 市场走向
    • 市场预测
  • 旅游和酒店业
    • 市场走向
    • 市场预测
  • 其他的
    • 市场走向
    • 市场预测

第 10 章：按地区分類的市场细分

  • 北美洲
    • 美国
      • 市场走向
      • 市场预测
    • 加拿大
      • 市场走向
      • 市场预测
  • 亚太
    • 中国
      • 市场走向
      • 市场预测
    • 日本
      • 市场走向
      • 市场预测
    • 印度
      • 市场走向
      • 市场预测
    • 韩国
      • 市场走向
      • 市场预测
    • 澳洲
      • 市场走向
      • 市场预测
    • 印尼
      • 市场走向
      • 市场预测
    • 其他的
      • 市场走向
      • 市场预测
  • 欧洲
    • 德国
      • 市场走向
      • 市场预测
    • 法国
      • 市场走向
      • 市场预测
    • 英国
      • 市场走向
      • 市场预测
    • 义大利
      • 市场走向
      • 市场预测
    • 西班牙
      • 市场走向
      • 市场预测
    • 俄罗斯
      • 市场走向
      • 市场预测
    • 其他的
      • 市场走向
      • 市场预测
  • 拉丁美洲
    • 巴西
      • 市场走向
      • 市场预测
    • 墨西哥
      • 市场走向
      • 市场预测
    • 其他的
      • 市场走向
      • 市场预测
  • 中东和非洲
    • 市场走向
    • 按国家/地区分類的市场细分
    • 市场预测

第 11 章：SWOT 分析

  • 概述
  • 优势
  • 弱点
  • 机会
  • 威胁

第 12 章：价值链分析

第 13 章：波特五力分析

  • 概述
  • 买家的议价能力
  • 供应商的议价能力
  • 竞争程度
  • 新进入者的威胁
  • 替代品的威胁

第 14 章：价格分析

第15章：竞争格局

  • 市场结构
  • 关键参与者
  • 关键参与者简介
    • Aspect Software
    • Avaya Inc.
    • Cisco Systems Inc.
    • Enghouse Interactive Inc.
    • Five9 Inc.
    • Genesys
    • International Business Machines Corporation
    • NEC Corporation
    • Oracle Corporation
    • SAP SE
    • Unify Inc. (Atos SE)
Product Code: SR112023A3735

Abstract

The global contact center software market size reached US$ 29.6 Billion in 2022. Looking forward, IMARC Group expects the market to reach US$ 83.1 Billion by 2028, exhibiting a growth rate (CAGR) of 18.8% during 2022-2028. The growing consumer demand for seamless and personalized interactions with businesses, rising adoption of cloud-based solutions that offer enhanced flexibility, and integration of advanced technologies to improve user experience are some of the major factors propelling the market.

Contact center software is a technological solution that is designed to streamline and enhance customer communication and support processes. It comprises automated call routing, real-time monitoring, performance analytics, and customer relationship management (CRM) systems. It serves as the central hub for managing inbound and outbound interactions across various channels, such as phone, email, chat, and social media. It allows businesses to efficiently handle customer inquiries, resolve issues, and provide personalized assistance. As it assists in improving customer satisfaction, the demand for contact center software is increasing across the globe.

At present, the rising adoption of contact center software, as it allows organizations to easily expand or reduce their operations as per their requirements, is contributing to the growth of the market. In line with this, the increasing need for advanced solutions that efficiently manage inquiries across various communication channels, such as social media, chat, and email, is strengthening the growth of the market. Moreover, the rising demand for contact center software, as it helps in improving agent productivity and reducing the need for physical infrastructure, is bolstering the growth of the market. In addition, the increasing concern about data privacy and security among individuals is offering lucrative growth opportunities to industry investors. Furthermore, the rising need for solutions that allow companies to optimize their customer service operations and reduce response times is supporting the growth of the market.

Contact Center Software Market Trends/Drivers:

Rising consumer demand for seamless and personalized interactions

The rising consumer demand for seamless and personalized interactions with businesses is contributing to the growth of the market. In line with this, contact center software offers various features, such as intelligent call routing, integrated customer relationship management (CRM) data, and real-time customer feedback analysis that assist in enhancing customer satisfaction. These tools enable agents to provide quick and tailored solutions that aid in enhancing the overall customer experience. Apart from this, these tools benefit in boosting customer loyalty and maintaining the reputation of a business, which is bolstering the growth of the market. As a result, businesses are investing in solutions to remain competitive and ensure that their customer service meets the highest standards.

Increasing adoption of cloud-based solutions that offer flexibility

The increasing adoption of cloud-based solutions among individuals due to the remote work culture across the globe is strengthening the growth of the market. In line with this, organizations increasingly require cloud-based contact center solutions that enable their agents to work from anywhere. Apart from this, cloud-based solutions offer the flexibility needed to maintain operations during disruptions and ensure business continuity, which is propelling the growth of the market. Furthermore, they reduce the reliance on physical infrastructure, which benefits in saving costs in a business. In addition, there is a rise in the demand for flexible and agile solutions among the masses around the world.

Integration of advanced technologies

The integration of advanced technologies, such as data analytics and artificial intelligence (AI), in the contact center software is impelling the growth of the market. Besides this, advanced analytics tools analyze customer interactions to extract valuable insights that can be further used to optimize operational efficiency, improve agent performance, and identify trends in customer behavior. In addition, AI-powered chatbots and virtual assistants enhance self-service options and provide immediate responses to common queries that reduce the workload on human agents. Moreover, this not only boosts efficiency but also ensures consistent service quality. Furthermore, AI-driven analysis helps in identifying customer emotions during interactions and allows companies to offer tailored support.

Contact Center Software Industry Segmentation:

IMARC Group provides an analysis of the key trends in each segment of the global contact center software market report, along with forecasts at the global, regional and country levels from 2023-2028. Our report has categorized the market based on component, deployment mode, enterprise size and end use.

Breakup by Component:

Solution

Automatic Call Distribution (ACD)

Call Recording

Computer Telephony Integration (CTI)

Customer Collaboration

Dialer

Interactive Voice Responses (IVR)

Others

Service

Integration and Deployment

Support and Maintenance

Training and Consulting

Managed Services

Solution (IVR) represents the largest market segment

The report has provided a detailed breakup and analysis of the market based on the component. This includes solution (automatic call distribution (ACD, call recording, computer telephony integration (CTI), customer collaboration, dialer, interactive voice responses (IVR), and others) and service (integration and deployment, support and maintenance, training and consulting, and managed services. According to the report, solution (IVR) represented the largest segment. Solution interactive voice response (IVR) automates and manages incoming customer calls. IVR systems use voice recognition and touch-tone keypad inputs to interact with callers and allow them to navigate through a series of pre-recorded prompts and menus to access the information or services they require. In addition, IVR solutions serve multiple purposes within contact centers. They efficiently route calls to the appropriate agents or departments, aid in reducing wait times, and ensure customers are connected to the right resources. IVR can also handle routine inquiries and transactions, such as checking account balances, making payments, or providing order status updates, without the need for agent intervention.

Breakup by Deployment Mode:

On-premises

Cloud-based

Cloud-based accounts for the majority of the market share

The report has provided a detailed breakup and analysis of the market based on the deployment mode. This includes on-premises and cloud-based. According to the report, cloud-based represented the largest segment. Cloud-based refers to solutions that are hosted and operated in the cloud. In addition, it provides scalability that allows businesses to easily adjust their contact center capacity to meet fluctuating demand. This flexibility is particularly valuable during peak periods or when expanding operations. Additionally, the cloud eliminates the need for significant upfront hardware and infrastructure investments. Companies can subscribe to cloud-based services to reduce capital expenditures and enable quicker deployment. It also offers geographic flexibility that enables agents to work from anywhere with an internet connection.

Breakup by Enterprise Size:

Large Enterprise

Small and Medium Enterprise

Large enterprise holds the biggest market share

The report has provided a detailed breakup and analysis of the market based on the enterprise size. This includes large enterprise and small and medium enterprise. According to the report, large enterprise represented the largest segment. Large enterprises are characterized by their extensive customer bases that often require advanced and highly customizable solutions to effectively manage their customer interactions. Contact center software for large enterprises can handle a high volume of customer inquiries, often across multiple communication channels, without compromising performance or customer experience. It allows for easy expansion as the business grows or experiences seasonal fluctuations in customer demand. In line with this, large enterprises often require advanced features, such as AI-driven analytics, to gain deeper insights into customer behavior and trends. These insights aid in making data-driven decisions and improving overall customer satisfaction.

Breakup by End Use:

BFSI

Consumer Goods and Retail

Government

Healthcare

IT and Telecom

Travel and Hospitality

Others

Consumer goods and retail dominate the market share

The report has provided a detailed breakup and analysis of the market based on the end use. This includes BFSI, consumer goods and retail, government, healthcare, IT and telecom, travel and hospitality, and others. According to the report, consumer goods and retail represented the largest segment. The consumer goods and retail sector comprises a wide range of businesses, such as supermarkets, e-commerce platforms, apparel retailers, and consumer electronics stores. The contact center software plays a vital role in enhancing customer experience and serves as the primary point of interaction between the brand and its customers. It helps in managing inquiries related to product information, order tracking, returns, and general customer support. In addition, it assists in facilitating omnichannel customer engagement. It enables businesses to provide consistent and personalized support across these channels.

Breakup by Region:

North America

United States

Canada

Asia-Pacific

China

Japan

India

South Korea

Australia

Indonesia

Others

Europe

Germany

France

United Kingdom

Italy

Spain

Russia

Others

Latin America

Brazil

Mexico

Others

Middle East and Africa

North America exhibits a clear dominance, accounting for the largest contact center software market share

The market research report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America accounted for the largest market share.

North America held the biggest market share due to the increasing focus on enhanced customer service and satisfaction. Apart from this, the rising preference for data privacy and security is contributing to the growth of the market in the region. In line with this, stringent compliance with security is propelling the growth of the market. Besides this, the rising awareness about the importance of effective customer engagement and support is bolstering the growth of the market in the North America region.

Competitive Landscape:

Key players are integrating advanced technologies, such as artificial intelligence (AI), machine learning (ML), and natural language processing (NLP), to enhance automation, improve self-service options, and provide more personalized customer interactions. In addition, many companies are expanding their cloud-based offerings that allow businesses to easily adapt to changing customer demands and to support remote workforces. Apart from this, major manufacturers are focusing on omnichannel capabilities. They are enabling businesses to engage with customers seamlessly across various channels, such as voice, email, chat, social media, and short message service (SMS), to ensure a consistent and integrated customer experience. Moreover, companies are focusing on enhancing their analytics and reporting capabilities.

The report has provided a comprehensive analysis of the competitive landscape in the market. Detailed profiles of all major companies have also been provided. Some of the key players in the market include:

Aspect Software

Avaya Inc.

Cisco Systems Inc.

Enghouse Interactive Inc.

Five9 Inc.

Genesys

International Business Machines Corporation

NEC Corporation

Oracle Corporation

SAP SE

Unify Inc. (Atos SE)

Recent Developments:

In May 2023, Five9 and BT announced that they are expanding their partnership to enhance contact centre services and solutions offered to organizations globally. It allows customers to fully digitalize their workplace through integration with existing voice, digital channels, unified communications, and customer relationship management (CRM) systems.

In March 2023, Genesys® and Acqueon partnered to help business-to-consumer (B2C) organizations optimize proactive customer outreach for sales, collections, and service. Through the partnership, joint contact center customers can seamlessly leverage the artificial intelligence (AI)-based experience orchestration capabilities of the Genesys Cloud CX™ platform with the Acqueon omnichannel workflows, predictive analytics, AI and built-in compliance suite.

In May 2022, Avaya partnered with Microsoft to deliver Avaya OneCloud™ solutions on Microsoft Azure to provide organizations with more options to increase their productivity and customer engagement with unrivaled reliability, agility, and scale.

Key Questions Answered in This Report:

  • How has the global contact center software market performed so far, and how will it perform in the coming years?
  • What are the drivers, restraints, and opportunities in the global contact center software market?
  • What is the impact of each driver, restraint, and opportunity on the global contact center software market?
  • What are the key regional markets?
  • Which countries represent the most attractive contact center software market?
  • What is the breakup of the market based on the component?
  • Which is the most attractive component in the contact center software market?
  • What is the breakup of the market based on the deployment mode?
  • Which is the most attractive deployment mode in the contact center software market?
  • What is the breakup of the market based on the enterprise size?
  • Which is the most attractive enterprise size in the contact center software market?
  • What is the breakup of the market based on the end use?
  • Which is the most attractive end use in the contact center software market?
  • What is the competitive structure of the global contact center software market?
  • Who are the key players/companies in the global contact center software market?

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

  • 4.1 Overview
  • 4.2 Key Industry Trends

5 Global Contact Center Software Market

  • 5.1 Market Overview
  • 5.2 Market Performance
  • 5.3 Impact of COVID-19
  • 5.4 Market Forecast

6 Market Breakup by Component

  • 6.1 Solution
    • 6.1.1 Market Trends
    • 6.1.2 Key Segments
      • 6.1.2.1 Automatic Call Distribution (ACD)
      • 6.1.2.2 Call Recording
      • 6.1.2.3 Computer Telephony Integration (CTI)
      • 6.1.2.4 Customer Collaboration
      • 6.1.2.5 Dialer
      • 6.1.2.6 Interactive Voice Responses (IVR)
      • 6.1.2.7 Others
    • 6.1.3 Market Forecast
  • 6.2 Service
    • 6.2.1 Market Trends
    • 6.2.2 Key Segments
      • 6.2.2.1 Integration and Deployment
      • 6.2.2.2 Support and Maintenance
      • 6.2.2.3 Training and Consulting
      • 6.2.2.4 Managed Services
    • 6.2.3 Market Forecast

7 Market Breakup by Deployment Mode

  • 7.1 On-premises
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2 Cloud-based
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast

8 Market Breakup by Enterprise Size

  • 8.1 Large Enterprise
    • 8.1.1 Market Trends
    • 8.1.2 Market Forecast
  • 8.2 Small and Medium Enterprise
    • 8.2.1 Market Trends
    • 8.2.2 Market Forecast

9 Market Breakup by End Use

  • 9.1 BFSI
    • 9.1.1 Market Trends
    • 9.1.2 Market Forecast
  • 9.2 Consumer Goods and Retail
    • 9.2.1 Market Trends
    • 9.2.2 Market Forecast
  • 9.3 Government
    • 9.3.1 Market Trends
    • 9.3.2 Market Forecast
  • 9.4 Healthcare
    • 9.4.1 Market Trends
    • 9.4.2 Market Forecast
  • 9.5 IT and Telecom
    • 9.5.1 Market Trends
    • 9.5.2 Market Forecast
  • 9.6 Travel and Hospitality
    • 9.6.1 Market Trends
    • 9.6.2 Market Forecast
  • 9.7 Others
    • 9.7.1 Market Trends
    • 9.7.2 Market Forecast

10 Market Breakup by Region

  • 10.1 North America
    • 10.1.1 United States
      • 10.1.1.1 Market Trends
      • 10.1.1.2 Market Forecast
    • 10.1.2 Canada
      • 10.1.2.1 Market Trends
      • 10.1.2.2 Market Forecast
  • 10.2 Asia-Pacific
    • 10.2.1 China
      • 10.2.1.1 Market Trends
      • 10.2.1.2 Market Forecast
    • 10.2.2 Japan
      • 10.2.2.1 Market Trends
      • 10.2.2.2 Market Forecast
    • 10.2.3 India
      • 10.2.3.1 Market Trends
      • 10.2.3.2 Market Forecast
    • 10.2.4 South Korea
      • 10.2.4.1 Market Trends
      • 10.2.4.2 Market Forecast
    • 10.2.5 Australia
      • 10.2.5.1 Market Trends
      • 10.2.5.2 Market Forecast
    • 10.2.6 Indonesia
      • 10.2.6.1 Market Trends
      • 10.2.6.2 Market Forecast
    • 10.2.7 Others
      • 10.2.7.1 Market Trends
      • 10.2.7.2 Market Forecast
  • 10.3 Europe
    • 10.3.1 Germany
      • 10.3.1.1 Market Trends
      • 10.3.1.2 Market Forecast
    • 10.3.2 France
      • 10.3.2.1 Market Trends
      • 10.3.2.2 Market Forecast
    • 10.3.3 United Kingdom
      • 10.3.3.1 Market Trends
      • 10.3.3.2 Market Forecast
    • 10.3.4 Italy
      • 10.3.4.1 Market Trends
      • 10.3.4.2 Market Forecast
    • 10.3.5 Spain
      • 10.3.5.1 Market Trends
      • 10.3.5.2 Market Forecast
    • 10.3.6 Russia
      • 10.3.6.1 Market Trends
      • 10.3.6.2 Market Forecast
    • 10.3.7 Others
      • 10.3.7.1 Market Trends
      • 10.3.7.2 Market Forecast
  • 10.4 Latin America
    • 10.4.1 Brazil
      • 10.4.1.1 Market Trends
      • 10.4.1.2 Market Forecast
    • 10.4.2 Mexico
      • 10.4.2.1 Market Trends
      • 10.4.2.2 Market Forecast
    • 10.4.3 Others
      • 10.4.3.1 Market Trends
      • 10.4.3.2 Market Forecast
  • 10.5 Middle East and Africa
    • 10.5.1 Market Trends
    • 10.5.2 Market Breakup by Country
    • 10.5.3 Market Forecast

11 SWOT Analysis

  • 11.1 Overview
  • 11.2 Strengths
  • 11.3 Weaknesses
  • 11.4 Opportunities
  • 11.5 Threats

12 Value Chain Analysis

13 Porters Five Forces Analysis

  • 13.1 Overview
  • 13.2 Bargaining Power of Buyers
  • 13.3 Bargaining Power of Suppliers
  • 13.4 Degree of Competition
  • 13.5 Threat of New Entrants
  • 13.6 Threat of Substitutes

14 Price Analysis

15 Competitive Landscape

  • 15.1 Market Structure
  • 15.2 Key Players
  • 15.3 Profiles of Key Players
    • 15.3.1 Aspect Software
      • 15.3.1.1 Company Overview
      • 15.3.1.2 Product Portfolio
    • 15.3.2 Avaya Inc.
      • 15.3.2.1 Company Overview
      • 15.3.2.2 Product Portfolio
    • 15.3.3 Cisco Systems Inc.
      • 15.3.3.1 Company Overview
      • 15.3.3.2 Product Portfolio
    • 15.3.4 Enghouse Interactive Inc.
      • 15.3.4.1 Company Overview
      • 15.3.4.2 Product Portfolio
    • 15.3.5 Five9 Inc.
      • 15.3.5.1 Company Overview
      • 15.3.5.2 Product Portfolio
      • 15.3.5.3 Financials
    • 15.3.6 Genesys
      • 15.3.6.1 Company Overview
      • 15.3.6.2 Product Portfolio
    • 15.3.7 International Business Machines Corporation
      • 15.3.7.1 Company Overview
      • 15.3.7.2 Product Portfolio
      • 15.3.7.3 Financials
      • 15.3.7.4 SWOT Analysis
    • 15.3.8 NEC Corporation
      • 15.3.8.1 Company Overview
      • 15.3.8.2 Product Portfolio
      • 15.3.8.3 Financials
      • 15.3.8.4 SWOT Analysis
    • 15.3.9 Oracle Corporation
      • 15.3.9.1 Company Overview
      • 15.3.9.2 Product Portfolio
      • 15.3.9.3 Financials
      • 15.3.9.4 SWOT Analysis
    • 15.3.10 SAP SE
      • 15.3.10.1 Company Overview
      • 15.3.10.2 Product Portfolio
      • 15.3.10.3 Financials
      • 15.3.10.4 SWOT Analysis
    • 15.3.11 Unify Inc. (Atos SE)
      • 15.3.11.1 Company Overview
      • 15.3.11.2 Product Portfolio

List of Figures

  • Figure 1: Global: Contact Center Software Market: Major Drivers and Challenges
  • Figure 2: Global: Contact Center Software Market: Sales Value (in Billion US$), 2017-2022
  • Figure 3: Global: Contact Center Software Market Forecast: Sales Value (in Billion US$), 2023-2028
  • Figure 4: Global: Contact Center Software Market: Breakup by Component (in %), 2022
  • Figure 5: Global: Contact Center Software Market: Breakup by Deployment Mode (in %), 2022
  • Figure 6: Global: Contact Center Software Market: Breakup by Enterprise Size (in %), 2022
  • Figure 7: Global: Contact Center Software Market: Breakup by End Use (in %), 2022
  • Figure 8: Global: Contact Center Software Market: Breakup by Region (in %), 2022
  • Figure 9: Global: Contact Center Software (Solution) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 10: Global: Contact Center Software (Solution) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 11: Global: Contact Center Software (Service) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 12: Global: Contact Center Software (Service) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 13: Global: Contact Center Software (On-premises) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 14: Global: Contact Center Software (On-premises) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 15: Global: Contact Center Software (Cloud-based) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 16: Global: Contact Center Software (Cloud-based) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 17: Global: Contact Center Software (Large Enterprise) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 18: Global: Contact Center Software (Large Enterprise) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 19: Global: Contact Center Software (Small and Medium Enterprise) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 20: Global: Contact Center Software (Small and Medium Enterprise) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 21: Global: Contact Center Software (BFSI) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 22: Global: Contact Center Software (BFSI) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 23: Global: Contact Center Software (Consumer Goods and Retail) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 24: Global: Contact Center Software (Consumer Goods and Retail) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 25: Global: Contact Center Software (Government) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 26: Global: Contact Center Software (Government) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 27: Global: Contact Center Software (Healthcare) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 28: Global: Contact Center Software (Healthcare) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 29: Global: Contact Center Software (IT and Telecom) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 30: Global: Contact Center Software (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 31: Global: Contact Center Software (Travel and Hospitality) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 32: Global: Contact Center Software (Travel and Hospitality) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 33: Global: Contact Center Software (Other End Uses) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 34: Global: Contact Center Software (Other End Uses) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 35: North America: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 36: North America: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 37: United States: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 38: United States: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 39: Canada: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 40: Canada: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 41: Asia-Pacific: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 42: Asia-Pacific: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 43: China: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 44: China: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 45: Japan: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 46: Japan: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 47: India: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 48: India: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 49: South Korea: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 50: South Korea: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 51: Australia: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 52: Australia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 53: Indonesia: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 54: Indonesia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 55: Others: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 56: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 57: Europe: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 58: Europe: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 59: Germany: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 60: Germany: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 61: France: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 62: France: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 63: United Kingdom: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 64: United Kingdom: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 65: Italy: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 66: Italy: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 67: Spain: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 68: Spain: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 69: Russia: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 70: Russia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 71: Others: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 72: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 73: Latin America: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 74: Latin America: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 75: Brazil: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 76: Brazil: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 77: Mexico: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 78: Mexico: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 79: Others: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 80: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 81: Middle East and Africa: Contact Center Software Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 82: Middle East and Africa: Contact Center Software Market: Breakup by Country (in %), 2022
  • Figure 83: Middle East and Africa: Contact Center Software Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 84: Global: Contact Center Software Industry: SWOT Analysis
  • Figure 85: Global: Contact Center Software Industry: Value Chain Analysis
  • Figure 86: Global: Contact Center Software Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: Contact Center Software Market: Key Industry Highlights, 2022 and 2028
  • Table 2: Global: Contact Center Software Market Forecast: Breakup by Component (in Million US$), 2023-2028
  • Table 3: Global: Contact Center Software Market Forecast: Breakup by Deployment Mode (in Million US$), 2023-2028
  • Table 4: Global: Contact Center Software Market Forecast: Breakup by Enterprise Size (in Million US$), 2023-2028
  • Table 5: Global: Contact Center Software Market Forecast: Breakup by End Use (in Million US$), 2023-2028
  • Table 6: Global: Contact Center Software Market Forecast: Breakup by Region (in Million US$), 2023-2028
  • Table 7: Global: Contact Center Software Market: Competitive Structure
  • Table 8: Global: Contact Center Software Market: Key Players