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市场调查报告书
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1370878

联络中心软体市场 - 2018-2028 年全球产业规模、份额、趋势、机会和预测，按解决方案、服务、部署、企业规模、产业、地区和竞争细分

Contact Center Software Market - Global Industry Size, Share, Trends, Opportunity, and Forecast, 2018-2028F Segmented By Solution, By Service, By Deployment, By Enterprise Size, By Industry, By Region and Competition
出版日期: | 出版商: TechSci Research | 英文 172 Pages | 商品交期: 2-3个工作天内

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简介目录

由于企业越来越多地采用全通路客户来满足不断增长的业务需求，预计全球联络中心软体市场将在预测期内激增。使用基于云端的联络中心解决方案可以提高业务连续性，是市场扩张的重要因素。此外，人工智慧和机器学习也被用来自动化联络中心的任务，例如路由呼叫、回答问题和解决问题。此外，由于全球联络中心软体市场的成长，企业正在采用联络中心软体来降低功耗并製造速度更快的电脑。

云端技术的日益普及正在推动全球联络中心软体市场的发展

市场概况
预测期 2024-2028
2022 年市场规模 431亿美元
2028 年市场规模 1208.6亿美元
2023-2028 年复合年增长率 18.87%
成长最快的细分市场 卫生保健
最大的市场 北美洲

由于人们对基于互联网的服务的接受度不断提高，许多企业越来越多地使用基于云端的软体。基于云端的解决方案具有很强的适应性，代表可以即时存取客户讯息，并跨渠道和地点与他们进行沟通。此外，该软体消除了代理或代表全天候在办公室的要求。此外，该软体的主要卖点是可靠性和安全性，可供企业采用。此外，中小型企业已采用云端技术，因为实施、维护和升级的成本较低，而大型企业则继续使用云端解决方案，因为其营运效率高且易于整合到现有系统中。此外，已经在使用云端技术的企业打算增加其云端预算。与传统的本地选项相比，基于云端的联络中心软体通常可以提供更好的价值。因为企业不需要购买和维护自己的软体和硬件，并且可以根据需要自由增加或减少联络中心的规模，而不会产生额外的成本。基于云端的软体可以让企业轻鬆整合人工智慧、机器学习和其他全通路解决方案以及所使用的各种分析工具。企业将因此有机会进行长期投资。因此，由于所有这些因素，对联络中心软体的需求预计在预测期内将大幅成长。因此，云端的日益普及预计将在预测期内推动全球联络中心软体市场的成长。

对自动化客户服务不断增长的需求正在促进联络中心软体的成长

对自动化客户服务的需求不断增长是推动联络中心软体市场成长的关键因素之一。企业越来越多地寻求自动化客户服务运营，以提高效率、降低成本并提供更好的客户体验。自动化客户服务可以帮助企业提高客户服务营运的效率，让客服人员专注于更复杂的问题。为了为企业创造长期价值，负责客户服务的主管需要与客户保持更紧密的联繫。此外，企业如果想确保品牌忠诚度，就必须专注于保留现有受众。流程中的自动化可以透过减少解决问题所需的时间，为客户提供 24/7 全天候支持，有助于改善客户体验。因此，企业正在整合自动化客户服务，以减少回答典型客户询问所花费的时间，并利用这些时间来解决更复杂的问题以及与新客户的互动。例如，对人工智慧 (AI) 支援的聊天机器人和社群媒体管理系统快速解决客户问题的需求不断增加。聊天机器人可用于回答常见问题，自助服务入口网站可用于让客户解决自己的问题，而无需与现场客服人员交谈。此外，由于机器学习和人工智慧 (AI)，联络中心透过自动通讯进行的互动将比透过人工座席进行的互动更多。这反过来又提高了对自动化客户服务的需求，从而促进了预测期内全球联络中心软体市场的成长。

全通路客户服务的兴起使联络中心软体成为可能

客户满意度对于零售商保持永续性和获利能力至关重要。亚马逊、星巴克、家得宝等企业使用联络中心软体来提供无缝的全通路客户体验。客户可以透过多种管道联繫企业，包括电话、电子邮件、聊天和社群媒体。由于数位化程度的提高，零售业正在进入一个新时代，这对商业策略产生了重大而有益的影响。零售商的目标是让顾客购物变得轻鬆、顺利、愉快和放鬆。全通路零售是零售业的颠覆性数位创新之一。与竞争对手相比，使用全通路联络中心解决方案的企业拥有更高的客户保留率。此外，数位管道和新兴通讯技术的扩展使得全通路客户支援在业务中得以整合。

透过提供所有互动的单一视图，全通路联络中心软体使座席能够更轻鬆地回应来自各种管道的客户的询问。就每位客户的平均利润率而言，为企业提供全通路服务的企业优于其他公司。此外，在审查与中心的联繫时，客户对自助服务替代方案给予了很高的评价。透过这些替代方案，客户可以使用任何设备快速、方便地找到所需的资讯。由于基于云端的技术可以轻鬆地与全通路联络中心解决方案相结合，以提供跨所有装置的无缝通讯体验。全通路服务的需求使得企业中的联络中心软体快速成长，这归因于预测期内全球联络中心软体市场的成长。

平均回应时间不足且初始呼叫解决率较差

联络中心的首次通话解决率 (FCR) 和平均回应速度 (ASA) 可能会产生多种负面影响，包括座席人员和客户满意度下降。高放弃率、更长的处理时间以及联络中心成本增加都是联络中心面临的挑战。这些挑战可能会导致客户不满意、收入损失和营运成本增加。儘管许多联络中心解决方案提供者正在采取措施确保在规定的时间内处理客户的询问，但来电量与首次通话中回答的问题量之间仍存在显着差异。 ASA 和 FCR 是用来评估联络中心成效的两个指标。随着客户需求的增加，企业一直在努力提供必要的客户服务。大多数客户不愿意在呼叫伫列中等待超过 20 秒。但是，当客户等待时间超过 20 秒时，通话量或每天处理的通话数量就会受到负面影响。因此，平均回应时间不足和初始呼叫解决率不佳正在限制预测期内全球联络中心软体市场的成长。

市场区隔

全球联络中心软体市场分为解决方案、服务、部署、企业规模、产业。根据解决方案，市场分为自动呼叫分配（ACD）、电脑电话整合（CTI）、通话录音、拨号器、客户协作、报告和分析、互动式语音应答（IVR）、劳动力优化等。根据服务，市场进一步分为整合和部署、支援和维护、培训和咨询以及託管服务。根据部署，市场分为云端和本地。依企业规模，市场分为大型企业、中小企业。根据行业，市场分为消费品和零售、政府、BFSI、医疗保健、资讯科技 (IT) 和电信等。

公司简介

思科系统公司、中兴通讯公司、NEC Enterprise Solutions、甲骨文公司、SAP SE、Enghouse Interactive Inc.、Five9 Inc.、Genesys Te communications Laboratories Inc.、Mitel Networks Corporation 和Aspect Software Inc. 是推动这一趋势的主要参与者。全球联络中心软体市场的成长。

报告范围：

在本报告中，除了以下详细介绍的产业趋势外，全球联络中心软体市场也分为以下几类：

联络中心软体市场，依解决方案：

  • 自动呼叫分配 (ACD)
  • 电脑电话整合 (CTI)
  • 通话录音
  • 拨号器
  • 客户协作
  • 报告与分析
  • 互动式语音应答 (IVR)
  • 劳动力优化
  • 其他的

联络中心软体市场，依服务划分：

  • 整合与部署
  • 支援与维护
  • 培训与咨询
  • 管理服务

联络中心软体市场，依部署划分：

  • 云
  • 本地部署

联络中心软体市场，依最终使用者划分：

  • 大型企业
  • 中小企业

联络中心软体市场（按行业）：

  • 消费品与零售
  • 政府
  • BFSI
  • 卫生保健
  • 资讯科技 (IT) 和电信
  • 其他的

联络中心软体市场（按地区）：

  • 亚太
  • 中国
  • 日本
  • 印度
  • 澳洲
  • 韩国
  • 北美洲
  • 美国
  • 加拿大
  • 墨西哥
  • 欧洲
  • 英国
  • 德国
  • 法国
  • 西班牙
  • 义大利
  • 中东和非洲
  • 以色列
  • 卡达
  • 沙乌地阿拉伯
  • 阿联酋
  • 南美洲
  • 巴西
  • 阿根廷
  • 哥伦比亚

竞争格局

  • 公司概况：对全球联络中心软体市场中主要公司的详细分析。

可用的客製化：

  • 根据给定的市场资料，TechSci Research 可根据公司的具体需求提供客製化服务。该报告可以使用以下自订选项：

公司资讯

  • 其他市场参与者（最多五个）的详细分析和概况分析。

目录

第 1 章：服务概述

第 2 章：研究方法

第 3 章：执行摘要

第 4 章：客户之声

第 5 章：全球联络中心软体市场展望

  • 市场规模及预测
    • 按价值
  • 市占率及预测
    • 按解决方案（自动呼叫分配 (ACD)、电脑电话整合 (CTI)、通话录音、拨号器、客户协作、报告和分析、互动式语音回应 (IVR)、劳动力优化等）
    • 按服务（整合和部署、支援和维护、培训和咨询、託管服务）
    • 按部署（云端、本机）
    • 依企业规模（大型企业、中小企业）
    • 按行业（消费性电子、汽车、工业、医疗保健、资讯科技 (IT) 和电信）
    • 按地区
  • 按公司划分 (2022)
  • 市场地图

第 6 章：北美联络中心软体市场展望

  • 市场规模及预测
    • 按价值
  • 市占率及预测
    • 按解决方案
    • 按服务
    • 按部署
    • 按企业规模
    • 按行业分类
    • 按国家/地区
  • 北美：国家分析
    • 美国
    • 加拿大
    • 墨西哥

第 7 章：亚太地区联络中心软体市场展望

  • 市场规模及预测
    • 按价值
  • 市占率及预测
    • 按解决方案
    • 按服务
    • 按部署
    • 按企业规模
    • 按行业分类
    • 按国家/地区
  • 亚太地区：国家分析
    • 中国
    • 日本
    • 韩国
    • 印度
    • 澳洲

第 8 章：欧洲联络中心软体市场展望

  • 市场规模及预测
    • 按价值
  • 市占率及预测
    • 按解决方案
    • 按服务
    • 按部署
    • 按企业规模
    • 按行业分类
    • 按国家/地区
  • 欧洲：国家分析
    • 德国
    • 英国
    • 法国
    • 义大利
    • 西班牙

第 9 章：南美洲联络中心软体市场展望

  • 市场规模及预测
    • 按价值
  • 市占率及预测
    • 按解决方案
    • 按服务
    • 按部署
    • 按企业规模
    • 按行业分类
    • 按国家/地区
  • 南美洲：国家分析
    • 巴西
    • 阿根廷
    • 哥伦比亚

第 10 章：中东和非洲联络中心软体市场展望

  • 市场规模及预测
    • 按价值
  • 市占率及预测
    • 按解决方案
    • 按服务
    • 按部署
    • 按企业规模
    • 按行业分类
    • 按国家/地区
  • 中东和非洲：国家分析
    • 以色列
    • 卡达
    • 阿联酋
    • 沙乌地阿拉伯

第 11 章：市场动态

  • 司机
  • 挑战

第 12 章：市场趋势与发展

第 13 章：公司简介

  • 思科系统公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • 中兴通讯公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • NEC 企业解决方案
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • 甲骨文公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • SAP系统公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • 恩豪斯互动公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • 五、九公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • Genesys 电信实验室公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • 敏迪网路公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered
  • 方面软体公司
    • Business Overview
    • Key Revenue (If Available)
    • Recent Developments
    • Key Personnel
    • Key Product/Service Offered

第 14 章：策略建议

第 15 章：关于我们与免责声明

（註：公司名单可依客户要求客製化。）

简介目录
Product Code: 15757

Global contact center software market is predicted to proliferate during the forecast period due to the growing adoption of omnichannel customer by enterprises to meet the need for growing businesses. The use of cloud-based contact center solutions can improve business continuity and is a significant factor in the market's expansion. In addition, AI and ML are being used to automate tasks in contact centers, such as routing calls, answering questions, and resolving issues. Furthermore, businesses are adopting contact center software to lower power consumption and to create much faster computers that are attributed to the growth of contact center software market globally.

A contact center software is a suite of applications that automate essential contact center operations, such as call routing, agent scheduling, and customer data management. It assists organizations in controlling cost, creating agents, improving customer experience, adhering to regulatory requirements, and increasing efficiency. The contact center software typically includes the following features such as interactive voice response (IVR), automatic call distribution (ACD), customer relationship management (CRM), and workforce management (WFM). In addition to these core features, a contact center software might have a variety of other features, such as email, social media, video conferencing, speech analytics, and many more. Moreover, by automating key contact center processes, contact center software can enable enterprises to incorporate cutting-edge technologies including artificial intelligence (AI). This will create new opportunities for companies that develop and manufacture contact center software in the upcoming years.

The increasing adoption of Cloud is Boosting the Global Contact Center Software Market

Market Overview
Forecast Period2024-2028
Market Size 2022USD 43.1 Billion
Market Size 2028USD 120.86 Billion
CAGR 2023-202818.87%
Fastest Growing SegmentHealthcare
Largest MarketNorth America

Numerous businesses are increasingly utilizing cloud-based software because of the growing acceptance of internet-based services. The cloud-based solution is so adaptable that representatives can access customers' information in real time and communicate with them across channels and locations. Additionally, the software removes the requirement for agents or representatives to be present in offices round-the-clock. Additionally, this software's main selling points are reliability and security enabled for businesses to adopt it. Additionally, small, and medium-sized businesses have adopted cloud technology because of lower costs associated with implementation, upkeep, and upgrades, whereas large businesses continue to utilize cloud solutions due to their high operational efficacy and simple integration into existing systems. Moreover, enterprises that are already using cloud technology intend to increase their cloud budgets. When compared to conventional on-premises options, cloud-based contact center software frequently offers better value. It is because businesses do not have to purchase and maintain their own software and hardware, and they are free to increase or decrease the size of their contact center as required without incurring additional costs. Cloud-based software can make it simple for businesses to incorporate AI, machine learning, and other omnichannel solutions, as well as a variety of analytical tools utilized. Businesses will have the chance to make long-term investments because of it. As a result, the demand for contact center software is expected to rise significantly over the forecast period due to all these factors. Therefore, the increasing adoption of cloud is expected to grow the global contact center software market in the forecasting period.

Rising need for Automated Client Services is Proliferating the Contact Center Software Growth

The rising need for automated client services is one of the key factors driving the growth of the contact center software market. Businesses are increasingly seeking to automate their customer service operations to improve efficiency, reduce costs, and provide a better customer experience. Automated client services can help businesses to improve the efficiency of their customer service operations by freeing up agents to focus on more complex issues. To create long-term value for the business, executives in charge of customer service are required to maintain closer ties with customers. In addition, enterprises are required to concentrate on preserving their present audience if they want to ensure brand loyalty. Automation in the process can aid to improve the customer experience by providing customers with 24/7 access to support by reducing the time it requires to resolve issues. Due to this, enterprises are integrating automated client services to cut down on the time spent while answering typical customer inquiries and instead utilizing that time to address more complicated issues and interaction with new customers. For instance, artificial intelligence (AI)-powered chatbots and social media management systems are increasing in demand to resolve customer issues rapidly. Chatbots can be used to answer frequently asked questions and self-service portals can be used to allow customers to resolve their own issues without the need to speak to a live agent. Moreover, there will be more interactions at contact centers through automated communication than through human agents owing to machine learning and artificial intelligence (AI). This in turn is raising the need for automated client services, proliferating the growth of global contact center software market in the forecast period.

The Rise of Omnichannel Customer Service is Enabling Contact Center Software

Customer satisfaction is essential for the retailer to maintain its sustainability and profitability. Enterprises such as Amazon, Starbucks, Home Depot etc. uses contact center software to provide a seamless omnichannel customer experience. Customers can contact enterprises through a variety of channels, including phone, email, chat, and social media. The retail industry is entering a new era owing to increasing digitalization, which has a significant and beneficial impact on business strategy. The goal of retailers is to make shopping easy, smooth, enjoyable, and relaxing for their customers. Omnichannel retailing is one of the disruptive digital innovations in retailing. When compared to their rivals, businesses that utilize omnichannel contact center solutions have a higher rate of customer retention. Additionally, the expansion of digital channels and emerging communication technologies has enabled the integration of omnichannel customer support in the business.

By providing a single view of all interactions, omnichannel contact center software makes it easier for agents to respond to inquiries from customers coming from a variety of channels. Enterprises that are offering omnichannel services to business are outperforming other companies in terms of average profit margin per client. Moreover, when reviewing their contacts with centers, clients give self-service alternatives a high rating. With these alternatives, customers can quickly and conveniently locate the information they require, using any device. As cloud-based technology may be easily combined with omnichannel contact center solutions to provide a seamless communication experience across all devices. The demand for omnichannel services enable the contact center software's in the enterprises are growing rapidly, attributing the growth of global contact center software market in the forecast period.

Inadequate Average Response Time and Poor Initial Call Resolution

A contact center's First Call Resolution (FCR) and Average Speed of Answer (ASA) can have several negative effects, including a decrease in agent and customer satisfaction. High rates of abandonment, longer processing times, and increased costs for the contact center are all challenges that contact centers face. These challenges can lead to customer dissatisfaction, lost revenue, and increased operational costs. There is a significant discrepancy between the volume of incoming phone calls and the volume of questions that are answered on the initial call, even though many providers of contact center solutions are taking steps to ensure that client inquiries are processed within the allotted time frame. ASA and FCR are two types of metrics that are used to evaluate the effectiveness of contact centers. Businesses have struggled to provide the necessary customer service as customer demands have increased. Most of the customers prefer not to wait more than 20 seconds in a call queue. But the call volume, or the number of calls handled each day is negatively impacted when a customer waits longer than 20 seconds. Therefore, the inadequate average response time and poor initial call resolution are restraining the growth of the global contact center software market in the forecast period.

Market Segmentation

Global Contact Center Software Market is divided into solution, service, deployment, enterprise size, industry. Based on solution, the market is segmented into automatic call distribution (ACD), computer telephony integration (CTI), call recording, dialer, customer collaboration, reporting & analytics, interactive voice responses (IVR), workforce optimization, and others. Based on service, the market is further divided into integration & deployment, support & maintenance, training & consulting, and managed services. Based on deployment, the market is bifurcated into cloud and on-premises. Based on enterprise size, the market is segmented into large enterprises, small and medium-sized enterprises. Based on industry, the market is segmented into consumer goods & retail, government, BFSI, healthcare, information technology (IT) & telecom, and others.

Company Profiles

Cisco Systems Inc., ZTE Corporation, NEC Enterprise Solutions, Oracle Corporation, SAP SE, Enghouse Interactive Inc., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corporation, and Aspect Software Inc. are among the major players that are driving the growth of the global contact center software market.

Report Scope:

In this report, the global contact center software market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Contact Center Software Market, By Solution:

  • Automatic Call Distribution (ACD)
  • Computer Telephony Integration (CTI)
  • Call Recording
  • Dialer
  • Customer Collaboration
  • Reporting & Analytics
  • Interactive Voice Response (IVR)
  • Workforce Optimization
  • Others

Contact Center Software Market, By Service:

  • Integration & Deployment
  • Support & Maintenance
  • Training & Consulting
  • Managed Services

Contact Center Software Market, By Deployment:

  • Cloud
  • On-premise

Contact Center Software Market, By End User:

  • Large Enterprises
  • Small and Medium-Sized Enterprises

Contact Center Software Market, By Industry:

  • Consumer Goods & Retail
  • Government
  • BFSI
  • Healthcare
  • Information Technology (IT) & Telecom
  • Others

Contact Center Software Market, By Region:

  • Asia-Pacific
  • China
  • Japan
  • India
  • Australia
  • South Korea
  • North America
  • United States
  • Canada
  • Mexico
  • Europe
  • United Kingdom
  • Germany
  • France
  • Spain
  • Italy
  • Middle East & Africa
  • Israel
  • Qatar
  • Saudi Arabia
  • UAE
  • South America
  • Brazil
  • Argentina
  • Colombia

Competitive Landscape

  • Company Profiles: Detailed analysis of the major companies present in the global contact center software market.

Available Customizations:

  • With the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

  • Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Service Overview

2. Research Methodology

3. Executive Summary

4. Voice of Customer

5. Global Contact Center Software Market Outlook

  • 5.1. Market Size & Forecast
    • 5.1.1. By Value
  • 5.2. Market Share & Forecast
    • 5.2.1. By Solution (Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), Call Recording, Dialer, Customer Collaboration, Reporting & Analytics, Interactive Voice Responses (IVR), Workforce Optimization, Others)
    • 5.2.2. By Service (Integration & Deployment, Support & Maintenance, Training & Consulting, Managed Services)
    • 5.2.3. By Deployment (Cloud, On-premise)
    • 5.2.4. By Enterprise Size (Large Enterprises, Small and Medium-Sized Enterprises)
    • 5.2.5. By Industry (Consumer Electronics, Automotive, Industrial, Healthcare, Information Technology (IT) & Telecom)
    • 5.2.6. By Region
  • 5.3. By Company (2022)
  • 5.4. Market Map

6. North America Contact Center Software Market Outlook

  • 6.1. Market Size & Forecast
    • 6.1.1. By Value
  • 6.2. Market Share & Forecast
    • 6.2.1. By Solution
    • 6.2.2. By Service
    • 6.2.3. By Deployment
    • 6.2.4. By Enterprise Size
    • 6.2.5. By Industry
    • 6.2.6. By Country
  • 6.3. North America: Country Analysis
    • 6.3.1. United States Contact Center Software Market Outlook
      • 6.3.1.1. Market Size & Forecast
        • 6.3.1.1.1. By Value
      • 6.3.1.2. Market Share & Forecast
        • 6.3.1.2.1. By Solution
        • 6.3.1.2.2. By Service
        • 6.3.1.2.3. By Deployment
        • 6.3.1.2.4. By Enterprise Size
        • 6.3.1.2.5. By Industry
    • 6.3.2. Canada Contact Center Software Market Outlook
      • 6.3.2.1. Market Size & Forecast
        • 6.3.2.1.1. By Value
      • 6.3.2.2. Market Share & Forecast
        • 6.3.2.2.1. By Solution
        • 6.3.2.2.2. By Service
        • 6.3.2.2.3. By Deployment
        • 6.3.2.2.4. By Enterprise Size
        • 6.3.2.2.5. By Industry
    • 6.3.3. Mexico Contact Center Software Market Outlook
      • 6.3.3.1. Market Size & Forecast
        • 6.3.3.1.1. By Value
      • 6.3.3.2. Market Share & Forecast
        • 6.3.3.2.1. By Solution
        • 6.3.3.2.2. By Service
        • 6.3.3.2.3. By Deployment
        • 6.3.3.2.4. By Enterprise Size
        • 6.3.3.2.5. By Industry

7. Asia-Pacific Contact Center Software Market Outlook

  • 7.1. Market Size & Forecast
    • 7.1.1. By Value
  • 7.2. Market Share & Forecast
    • 7.2.1. By Solution
    • 7.2.2. By Service
    • 7.2.3. By Deployment
    • 7.2.4. By Enterprise Size
    • 7.2.5. By Industry
    • 7.2.6. By Country
  • 7.3. Asia-Pacific: Country Analysis
    • 7.3.1. China Contact Center Software Market Outlook
      • 7.3.1.1. Market Size & Forecast
        • 7.3.1.1.1. By Value
      • 7.3.1.2. Market Share & Forecast
        • 7.3.1.2.1. By Solution
        • 7.3.1.2.2. By Service
        • 7.3.1.2.3. By Deployment
        • 7.3.1.2.4. By Enterprise Size
        • 7.3.1.2.5. By Industry
    • 7.3.2. Japan Contact Center Software Market Outlook
      • 7.3.2.1. Market Size & Forecast
        • 7.3.2.1.1. By Value
      • 7.3.2.2. Market Share & Forecast
        • 7.3.2.2.1. By Solution
        • 7.3.2.2.2. By Service
        • 7.3.2.2.3. By Deployment
        • 7.3.2.2.4. By Enterprise Size
        • 7.3.2.2.5. By Industry
    • 7.3.3. South Korea Contact Center Software Market Outlook
      • 7.3.3.1. Market Size & Forecast
        • 7.3.3.1.1. By Value
      • 7.3.3.2. Market Share & Forecast
        • 7.3.3.2.1. By Solution
        • 7.3.3.2.2. By Service
        • 7.3.3.2.3. By Deployment
        • 7.3.3.2.4. By Enterprise Size
        • 7.3.3.2.5. By Industry
    • 7.3.4. India Contact Center Software Market Outlook
      • 7.3.4.1. Market Size & Forecast
        • 7.3.4.1.1. By Value
      • 7.3.4.2. Market Share & Forecast
        • 7.3.4.2.1. By Solution
        • 7.3.4.2.2. By Service
        • 7.3.4.2.3. By Deployment
        • 7.3.4.2.4. By Enterprise Size
        • 7.3.4.2.5. By Industry
    • 7.3.5. Australia Contact Center Software Market Outlook
      • 7.3.5.1. Market Size & Forecast
        • 7.3.5.1.1. By Value
      • 7.3.5.2. Market Share & Forecast
        • 7.3.5.2.1. By Solution
        • 7.3.5.2.2. By Service
        • 7.3.5.2.3. By Deployment
        • 7.3.5.2.4. By Enterprise Size
        • 7.3.5.2.5. By Industry

8. Europe Contact Center Software Market Outlook

  • 8.1. Market Size & Forecast
    • 8.1.1. By Value
  • 8.2. Market Share & Forecast
    • 8.2.1. By Solution
    • 8.2.2. By Service
    • 8.2.3. By Deployment
    • 8.2.4. By Enterprise Size
    • 8.2.5. By Industry
    • 8.2.6. By Country
  • 8.3. Europe: Country Analysis
    • 8.3.1. Germany Contact Center Software Market Outlook
      • 8.3.1.1. Market Size & Forecast
        • 8.3.1.1.1. By Value
      • 8.3.1.2. Market Share & Forecast
        • 8.3.1.2.1. By Solution
        • 8.3.1.2.2. By Service
        • 8.3.1.2.3. By Deployment
        • 8.3.1.2.4. By Enterprise Size
        • 8.3.1.2.5. By Industry
    • 8.3.2. United Kingdom Contact Center Software Market Outlook
      • 8.3.2.1. Market Size & Forecast
        • 8.3.2.1.1. By Value
      • 8.3.2.2. Market Share & Forecast
        • 8.3.2.2.1. By Solution
        • 8.3.2.2.2. By Service
        • 8.3.2.2.3. By Deployment
        • 8.3.2.2.4. By Enterprise Size
        • 8.3.2.2.5. By Industry
    • 8.3.3. France Contact Center Software Market Outlook
      • 8.3.3.1. Market Size & Forecast
        • 8.3.3.1.1. By Value
      • 8.3.3.2. Market Share & Forecast
        • 8.3.3.2.1. By Solution
        • 8.3.3.2.2. By Service
        • 8.3.3.2.3. By Deployment
        • 8.3.3.2.4. By Enterprise Size
        • 8.3.3.2.5. By Industry
    • 8.3.4. Italy Contact Center Software Market Outlook
      • 8.3.4.1. Market Size & Forecast
        • 8.3.4.1.1. By Value
      • 8.3.4.2. Market Share & Forecast
        • 8.3.4.2.1. By Solution
        • 8.3.4.2.2. By Service
        • 8.3.4.2.3. By Deployment
        • 8.3.4.2.4. By Enterprise Size
        • 8.3.4.2.5. By Industry
    • 8.3.5. Spain Contact Center Software Market Outlook
      • 8.3.5.1. Market Size & Forecast
        • 8.3.5.1.1. By Value
      • 8.3.5.2. Market Share & Forecast
        • 8.3.5.2.1. By Solution
        • 8.3.5.2.2. By Service
        • 8.3.5.2.3. By Deployment
        • 8.3.5.2.4. By Enterprise Size
        • 8.3.5.2.5. By Industry

9. South America Contact Center Software Market Outlook

  • 9.1. Market Size & Forecast
    • 9.1.1. By Value
  • 9.2. Market Share & Forecast
    • 9.2.1. By Solution
    • 9.2.2. By Service
    • 9.2.3. By Deployment
    • 9.2.4. By Enterprise Size
    • 9.2.5. By Industry
    • 9.2.6. By Country
  • 9.3. South America: Country Analysis
    • 9.3.1. Brazil Contact Center Software Market Outlook
      • 9.3.1.1. Market Size & Forecast
        • 9.3.1.1.1. By Value
      • 9.3.1.2. Market Share & Forecast
        • 9.3.1.2.1. By Solution
        • 9.3.1.2.2. By Service
        • 9.3.1.2.3. By Deployment
        • 9.3.1.2.4. By Enterprise Size
        • 9.3.1.2.5. By Industry
    • 9.3.2. Argentina Contact Center Software Market Outlook
      • 9.3.2.1. Market Size & Forecast
        • 9.3.2.1.1. By Value
      • 9.3.2.2. Market Share & Forecast
        • 9.3.2.2.1. By Solution
        • 9.3.2.2.2. By Service
        • 9.3.2.2.3. By Deployment
        • 9.3.2.2.4. By Enterprise Size
        • 9.3.2.2.5. By Industry
    • 9.3.3. Colombia Contact Center Software Market Outlook
      • 9.3.3.1. Market Size & Forecast
        • 9.3.3.1.1. By Value
      • 9.3.3.2. Market Share & Forecast
        • 9.3.3.2.1. By Solution
        • 9.3.3.2.2. By Service
        • 9.3.3.2.3. By Deployment
        • 9.3.3.2.4. By Enterprise Size
        • 9.3.3.2.5. By Industry

10. Middle East & Africa Contact Center Software Market Outlook

  • 10.1. Market Size & Forecast
    • 10.1.1. By Value
  • 10.2. Market Share & Forecast
    • 10.2.1. By Solution
    • 10.2.2. By Service
    • 10.2.3. By Deployment
    • 10.2.4. By Enterprise Size
    • 10.2.5. By Industry
    • 10.2.6. By Country
  • 10.3. Middle East & Africa: Country Analysis
    • 10.3.1. Israel Contact Center Software Market Outlook
      • 10.3.1.1. Market Size & Forecast
        • 10.3.1.1.1. By Value
      • 10.3.1.2. Market Share & Forecast
        • 10.3.1.2.1. By Solution
        • 10.3.1.2.2. By Service
        • 10.3.1.2.3. By Deployment
        • 10.3.1.2.4. By Enterprise Size
        • 10.3.1.2.5. By Industry
    • 10.3.2. Qatar Contact Center Software Market Outlook
      • 10.3.2.1. Market Size & Forecast
        • 10.3.2.1.1. By Value
      • 10.3.2.2. Market Share & Forecast
        • 10.3.2.2.1. By Solution
        • 10.3.2.2.2. By Service
        • 10.3.2.2.3. By Deployment
        • 10.3.2.2.4. By Enterprise Size
        • 10.3.2.2.5. By Industry
    • 10.3.3. UAE Contact Center Software Market Outlook
      • 10.3.3.1. Market Size & Forecast
        • 10.3.3.1.1. By Value
      • 10.3.3.2. Market Share & Forecast
        • 10.3.3.2.1. By Solution
        • 10.3.3.2.2. By Service
        • 10.3.3.2.3. By Deployment
        • 10.3.3.2.4. By Enterprise Size
        • 10.3.3.2.5. By Industry
    • 10.3.4. Saudi Arabia Contact Center Software Market Outlook
      • 10.3.4.1. Market Size & Forecast
        • 10.3.4.1.1. By Value
      • 10.3.4.2. Market Share & Forecast
        • 10.3.4.2.1. By Solution
        • 10.3.4.2.2. By Service
        • 10.3.4.2.3. By Deployment
        • 10.3.4.2.4. By Enterprise Size
        • 10.3.4.2.5. By Industry

11. Market Dynamics

  • 11.1. Drivers
  • 11.2. Challenges

12. Market Trends & Developments

13. Company Profiles

  • 13.1. Cisco Systems Inc.
    • 13.1.1. Business Overview
    • 13.1.2. Key Revenue (If Available)
    • 13.1.3. Recent Developments
    • 13.1.4. Key Personnel
    • 13.1.5. Key Product/Service Offered
  • 13.2. ZTE Corporation
    • 13.2.1. Business Overview
    • 13.2.2. Key Revenue (If Available)
    • 13.2.3. Recent Developments
    • 13.2.4. Key Personnel
    • 13.2.5. Key Product/Service Offered
  • 13.3. NEC Enterprise Solutions
    • 13.3.1. Business Overview
    • 13.3.2. Key Revenue (If Available)
    • 13.3.3. Recent Developments
    • 13.3.4. Key Personnel
    • 13.3.5. Key Product/Service Offered
  • 13.4. Oracle Corporation
    • 13.4.1. Business Overview
    • 13.4.2. Key Revenue (If Available)
    • 13.4.3. Recent Developments
    • 13.4.4. Key Personnel
    • 13.4.5. Key Product/Service Offered
  • 13.5. SAP SE
    • 13.5.1. Business Overview
    • 13.5.2. Key Revenue (If Available)
    • 13.5.3. Recent Developments
    • 13.5.4. Key Personnel
    • 13.5.5. Key Product/Service Offered
  • 13.6. Enghouse Interactive Inc.
    • 13.6.1. Business Overview
    • 13.6.2. Key Revenue (If Available)
    • 13.6.3. Recent Developments
    • 13.6.4. Key Personnel
    • 13.6.5. Key Product/Service Offered
  • 13.7. Five9 Inc.
    • 13.7.1. Business Overview
    • 13.7.2. Key Revenue (If Available)
    • 13.7.3. Recent Developments
    • 13.7.4. Key Personnel
    • 13.7.5. Key Product/Service Offered
  • 13.8. Genesys Telecommunications Laboratories Inc.
    • 13.8.1. Business Overview
    • 13.8.2. Key Revenue (If Available)
    • 13.8.3. Recent Developments
    • 13.8.4. Key Personnel
    • 13.8.5. Key Product/Service Offered
  • 13.9. Mitel Networks Corporation
    • 13.9.1. Business Overview
    • 13.9.2. Key Revenue (If Available)
    • 13.9.3. Recent Developments
    • 13.9.4. Key Personnel
    • 13.9.5. Key Product/Service Offered
  • 13.10. Aspect Software Inc.
    • 13.10.1. Business Overview
    • 13.10.2. Key Revenue (If Available)
    • 13.10.3. Recent Developments
    • 13.10.4. Key Personnel
    • 13.10.5. Key Product/Service Offered

14. Strategic Recommendations

15. About Us & Disclaimer

(Note: The companies list can be customized based on the client requirements.)