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Contact Center Software Market by Product Type (Cloud, On-Premises), by Application (Banking, Financial Services, and Insurance (BFSI), Retail and Consumer Goods, IT and Telecom, Healthcare, Travel and Hospitality, Government, Media and Entertainment, Others) - Overall In-depth Analysis, Global Market Share, Top Trends, Professional & Technical Industry Insights 2020 - 2026

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The global contact center software market size was valued at USD XX million in 2019 and is predicted to register a CAGR of XX% from 2020 to 2026.

The report covers the current estimate and forecast for contact center software market on a global and regional level. The report provides an in-depth analysis of the contact center software market for the period 2016 – 2026, wherein 2019 is the base year and the period from 2020 to 2026 is the forecast period. Data for 2016- 2018 has been included as historical information. The study provides a holistic perspective on market growth, throughout the above forecast period in terms of revenue estimates (in US$ MN), across different geographies, which includes North America (NA), Europe (EU), Asia Pacific (APAC), Middle East & Africa (MEA) and Latin America (LATAM).

The report provides cross-sectional analysis of the contact center software market in terms of market estimates and forecasts for all the segments across different geographic regions. The report covers all the prevalent trends and technologies playing a major role in the growth of the contact center software market over the forecast period. It also highlights various drivers, restraints, and opportunities expected to influence the market growth during the said period.

The study offers market attractiveness analysis and the Porter’s Five Forces model analysis to help the client gauge the competitive landscape of major vendors of the global contact center software market. This comprehensive study also provides a detailed analysis and overview of each segments included in the study.

In order to give the users of this report, a comprehensive view of the contact center software market, we have included a detailed competitive scenario and product portfolio of the key vendors spread across various geographies. The report study also includes PESTEL analysis and SWOT analysis of the industry. The study encompasses a market attractiveness analysis, wherein all the segments are benchmarked based on their market size, growth rate, and general attractiveness in terms of investment opportunity and incremental value growth.

Regional Insights

The report segments the market by major types, applications, and regions. All the segments have been analyzed based on present and future trends and the market is estimated from 2020 to 2026.

The regional segmentation includes the historic and forecast demand for North America, Europe, Asia Pacific, Latin America, and Middle East & Africa. These regions are further divided into countries such as U.S., Canada, Mexico, Germany, UK, France, Italy, Spain, Japan, India, China, Brazil, GCC countries, South Africa among others.

Contact Center Software Market Share Insights

Key industry participants analyzed and profiled in this study includes Genesys Telecommunications Laboratories, Inc.(US), Cisco Systems (US), Avaya Inc. (US), Mitel Networks Corporation (Canada), Enghouse Interactive (US), SAP SE (Germany), Five9, Inc (US), Huawei Technologies Co., Ltd. (China), Alcatel-Lucent Enterprise (France), Oracle Corporation (US), 8x8, Inc. (US), Unify Inc. (US), Drishti Soft Solutions Pvt. Ltd. (India) among others.

Scope of the Report

Attribute Details
Base year for estimation 2019
Actual estimates/Historical data 2016 - 2018
Forecast period 2020 - 2026
Market representation Revenue in USD Million & CAGR from 2020 to 2026
Regional scope North America, Europe, Asia Pacific, Central & South America & MEA
Country scope U.S., Germany, U.K., Italy, China, Japan, Brazil
Report coverage       Revenue forecast, company share, competitive landscape, growth factors and trends
Free customization scope (equivalent to 5 analyst working days) If you need specific information, which is not currently within the scope of the report, we will provide it to you as a part of customization

 

Segments Covered in the Report

This report forecasts revenue growth at global, regional, and country levels and provides an analysis of latest industry trends and opportunities in each of the sub-segments from 2016 to 2026. For the purpose of this study, Syndicate Market Research has segmented the global contact center software market report on the basis of product type, application, and region:

Global Contact Center Software Market: Product Type Segment Analysis

  • Cloud
  • On-Premises

Global Contact Center Software Market: Application Segment Analysis

  • Banking
  • Financial Services
  • and Insurance (BFSI)
  • Retail and Consumer Goods
  • IT and Telecom
  • Healthcare
  • Travel and Hospitality
  • Government
  • Media and Entertainment
  • Others

Global Contact Center Software Market: Regional Segment Analysis

  • North America
    • U.S.
    • Canada
    • Mexico
  • Europe
    • Germany
    • UK
    • France
    • Spain
    • Italy
    • Rest of Europe
  • Asia Pacific
    • China
    • Japan
    • India
    • Australia
    • Southeast Asia
    • Rest of Asia Pacific
  • Latin America
    • Brazil
    • Argentina
    • Chile
    • Rest of Latin America
  • Middle East & Africa
    • GCC Countries
    • South Africa
    • Rest of Middle East & Africa
  1. Preface
    1. Report Description and Scope
    2. Research Scope
    3. Research Methodology
      1. Market Research Process
      2. Market Research Methodology
  2. Executive Summary
    1. Contact Center Software Market, 2016-2026 (USD Million)
    2. Contact Center Software Market: Snapshot
  3. Contact Center Software - Industry Analysis
    1. Contact Center Software: Market Dynamics
    2. Market Drivers
      1. Driver 1
      2. Driver 2
    3. Restraints
      1. Restraint 1
      2. Restraint 2
    4. Opportunity
      1. Government funding and support
    5. Porter’s Five Forces Analysis
    6. Market Attractiveness Analysis
      1. Market attractiveness analysis By Product
      2. Market attractiveness analysis By Application
      3. Market attractiveness analysis by Region
  4. Contact Center Software Market - Competitive Landscape
    1. Company market share analysis
      1. Global Contact Center Software Market: company market share, 2019
    2. Strategic development
      1. Acquisitions & mergers
      2. New Product launches
      3. Agreements, partnerships, collaborations and joint ventures
      4. Research and development and Regional expansion
    3. Price trend analysis
  5. Global Contact Center Software Market -Product Type Analysis
    1. Global Contact Center Software Market overview: By Product Type
      1. Global Contact Center Software Market share, By Product Type,2019 and 2026
    2. Cloud
      1. Global Contact Center Software Market by Cloud, 2016-2026 (USD Million)
    3. On-Premises
      1. Global Contact Center Software Market by On-Premises, 2016-2026 (USD Million)
  6. Global Contact Center Software Market -Application Analysis
    1. Global Contact Center Software Market overview: By Application
      1. Global Contact Center Software Market share, By Application,2019 and 2026
    2. Banking
      1. Global Contact Center Software Market by Banking, 2016-2026 (USD Million)
    3. Financial Services
      1. Global Contact Center Software Market by Financial Services, 2016-2026 (USD Million)
    4. and Insurance (BFSI)
      1. Global Contact Center Software Market by and Insurance (BFSI), 2016-2026 (USD Million)
    5. Retail and Consumer Goods
      1. Global Contact Center Software Market by Retail and Consumer Goods, 2016-2026 (USD Million)
    6. IT and Telecom
      1. Global Contact Center Software Market by IT and Telecom, 2016-2026 (USD Million)
    7. Healthcare
      1. Global Contact Center Software Market by Healthcare, 2016-2026 (USD Million)
    8. Travel and Hospitality
      1. Global Contact Center Software Market by Travel and Hospitality, 2016-2026 (USD Million)
    9. Government
      1. Global Contact Center Software Market by Government, 2016-2026 (USD Million)
    10. Media and Entertainment
      1. Global Contact Center Software Market by Media and Entertainment, 2016-2026 (USD Million)
    11. Others
      1. Global Contact Center Software Market by Others, 2016-2026 (USD Million)
  7. Global Contact Center Software Market - Regional Analysis
    1. Global Contact Center Software Market overview: by Region
      1. Global Contact Center Software Market share, by Region, 2019 and 2026
    2. North America
      1. North America Contact Center Software Market, 2016-2026 (USD Million)
      1. North America Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      1. North America Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      1. U.S. Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      2. U.S. Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      3. Canada Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      4. Canada Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      5. Mexico Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      6. Mexico Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
    3. Europe
      1. Europe Contact Center Software Market, 2016-2026 (USD Million)
      1. Europe Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      1. Europe Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      1. UK Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      2. UK Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      3. Germany Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      4. Germany Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      5. France Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      6. France Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      7. Italy Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      8. Italy Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      9. Spain Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      10. Spain Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      11. Netherlands Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      12. Netherlands Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      13. Rest of Europe Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      14. Rest of Europe Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
    4. Asia Pacific
      1. Asia Pacific Contact Center Software Market, 2016-2026 (USD Million)
      1. Asia Pacific Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      1. Asia Pacific Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      1. China Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      2. China Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      3. Japan Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      4. Japan Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      5. India Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      6. India Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      7. Australia Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      8. Australia Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      9. South East Asia Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      10. South East Asia Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      11. South Korea Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      12. South Korea Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      13. Rest of Asia Pacific Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      14. Rest of Asia Pacific Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
    5. Latin America
      1. Latin America Contact Center Software Market, 2016-2026 (USD Million)
      1. Latin America Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      1. Latin America Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      1. Brazil Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      2. Brazil Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      3. Argentina Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      4. Argentina Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      5. Chile Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      6. Chile Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      7. Rest of Latin America Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      8. Rest of Latin America Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
    6. Middle East & Africa
      1. Middle East & Africa Contact Center Software Market, 2016-2026 (USD Million)
      1. Middle East & Africa Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      1. Middle East & Africa Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      1. GCC Countries Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      2. GCC Countries Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      3. Nigeria Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      4. Nigeria Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      5. South Africa Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      6. South Africa Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
      7. Rest of Middle East & Africa Contact Center Software Market revenue, By Product Type, 2016-2026 (USD Million)
      8. Rest of Middle East & Africa Contact Center Software Market revenue, By Application, 2016-2026 (USD Million)
  8. Company Profiles
    1. Genesys Telecommunications Laboratories
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    2. Inc.(US)
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    3. Cisco Systems (US)
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    4. Avaya Inc. (US)
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    5. Mitel Networks Corporation (Canada)
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    6. Enghouse Interactive (US)
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    7. SAP SE (Germany)
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    8. Five9
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    9. Inc (US)
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    10. Huawei Technologies Co.
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    11. Ltd. (China)
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    12. Alcatel-Lucent Enterprise (France)
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    13. Oracle Corporation (US)
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    14. 8x8
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    15. Inc. (US)
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    16. Unify Inc. (US)
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments
    17. Drishti Soft Solutions Pvt. Ltd. (India)
      1. Overview
      2. Financials
      3. Product Portfolio
      4. Business Strategy
      5. Recent Developments

 

List of Figures

  1. Market research process
  2. Market research methodology
  3. Global Contact Center Software Market, 2016-2026 (USD Million)
  4. Porter’s Five Forces Analysis
  5. Global Contact Center Software Market attractiveness, By Product Type
  6. Global Contact Center Software Market attractiveness, By Application
  7. Global Contact Center Software market share, By Product Type, 2019 and 2026
  8. Global Contact Center Software Market by Cloud, 2016-2026 (USD Million)
  9. Global Contact Center Software Market by On-Premises, 2016-2026 (USD Million)
  10. Global Contact Center Software market share, By Application, 2019 and 2026
  11. Global Contact Center Software Market by Banking, 2016-2026 (USD Million)
  12. Global Contact Center Software Market by Financial Services, 2016-2026 (USD Million)
  13. Global Contact Center Software Market by and Insurance (BFSI), 2016-2026 (USD Million)
  14. Global Contact Center Software Market by Retail and Consumer Goods, 2016-2026 (USD Million)
  15. Global Contact Center Software Market by IT and Telecom, 2016-2026 (USD Million)
  16. Global Contact Center Software Market by Healthcare, 2016-2026 (USD Million)
  17. Global Contact Center Software Market by Travel and Hospitality, 2016-2026 (USD Million)
  18. Global Contact Center Software Market by Government, 2016-2026 (USD Million)
  19. Global Contact Center Software Market by Media and Entertainment, 2016-2026 (USD Million)
  20. Global Contact Center Software Market by Others, 2016-2026 (USD Million)
  21. Global Contact Center Software Market share, by Region, 2019 and 2026
  22. North America Contact Center Software Market, 2016-2026 (USD Million)
  23. Europe Contact Center Software Market, 2016-2026 (USD Million)
  24. Asia Pacific Contact Center Software Market, 2016-2026 (USD Million)
  25. Latin America Contact Center Software Market, 2016-2026 (USD Million)
  26. Middle East & Africa Contact Center Software Market, 2016-2026 (USD Million)

 

List of Tables

  1. Global Contact Center Software Market: snapshot
  2. Drivers of the Contact Center Software Market: impact analysis
  3. Restraints of the Contact Center Software Market: impact analysis
  4. North America Contact Center Software Market revenue, By Product Type,2016-2026 (USD Million)
  5. North America Contact Center Software Market revenue, By Application,2016-2026 (USD Million)
  6. Europe Contact Center Software Market revenue, By Product Type,2016-2026 (USD Million)
  7. Europe Contact Center Software Market revenue, By Application,2016-2026 (USD Million)
  8. Asia Pacific Contact Center Software Market revenue, By Product Type,2016-2026 (USD Million)
  9. Asia Pacific Contact Center Software Market revenue, By Application,2016-2026 (USD Million)
  10. Latin America Contact Center Software Market revenue, By Product Type,2016-2026 (USD Million)
  11. Latin America Contact Center Software Market revenue, By Application,2016-2026 (USD Million)
  12. Middle East & Africa Contact Center Software Market revenue, By Product Type,2016-2026 (USD Million)
  13. Middle East & Africa Contact Center Software Market revenue, By Application,2016-2026 (USD Million)
  • Genesys Telecommunications Laboratories
  • Inc.(US)
  • Cisco Systems (US)
  • Avaya Inc. (US)
  • Mitel Networks Corporation (Canada)
  • Enghouse Interactive (US)
  • SAP SE (Germany)
  • Five9
  • Inc (US)
  • Huawei Technologies Co.
  • Ltd. (China)
  • Alcatel-Lucent Enterprise (France)
  • Oracle Corporation (US)
  • 8x8
  • Inc. (US)
  • Unify Inc. (US)
  • Drishti Soft Solutions Pvt. Ltd. (India)

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An Overview on Research Methodology used at Syndicate Market Research:

1.1 Research Methodology

The process of market research at Syndicate Market Research is an iterative in nature and usually follows following path. Information from secondary is used to build data models, further the results obtained from data models are validated from primary participants. Then cycle repeats where, according to inputs from primary participants, additional secondary research is done and new information is again incorporated into data model. The process continues till desired level of information is not generated.

To calculate the market size, the report considers the revenue generated from the sales of the market providers. The revenue generated from the sales of market is calculated through primary and secondary research. The key players operating in the market across the globe are identified through secondary research and a corresponding detailed analysis of the top vendors in the market is done. The market size calculation also includes clinical trial phase segmentation determined using secondary sources and verified through primary sources.

1.2 Secondary Research

The secondary research sources that are typically referred to include, but are not limited to:

  • Company websites, annual reports, financial reports, broker reports, investor presentations and SEC filings
  • Internal and external proprietary databases, relevant patent and regulatory databases
  • National government documents, statistical databases and market reports
  • News articles, press releases and web-casts specific to the companies operating in the market

The sources for secondary research includes but is not limited to: Factiva, Hoovers and Statista

1.3 Primary Research

We conduct primary interviews on an ongoing basis with industry participants and commentators in order to validate data and analysis. A typical research interview fulfills the following functions:

  • It provides first-hand information on the market size, market trends, growth trends, competitive landscape, future outlook etc.
  • Helps in validating and strengthening the secondary research findings
  • Further develops the analysis team’s expertise and market understanding
  • Primary research involves E-mail interactions, telephonic interviews as well as face-to-face interviews for each market, category, segment and sub-segment across geographies

The participants who typically take part in such a process include, but are not limited to:

  • Industry participants: CEOs, VPs, marketing/ clinical trial phase managers, market intelligence managers and national sales managers
  • Purchasing managers, technical personnel, distributors and resellers
  • Outside experts: Investment bankers, valuation experts, research analysts specializing in specific markets
  • Key opinion leaders specializing in different areas corresponding to different industry end users

1.4 Models

Where no hard data is available, we use modeling and estimates in order to produce comprehensive data sets. A rigorous methodology is adopted in which the available hard data is cross referenced with the following data types to produce estimates:

  • Demographic data: Population split by segment
  • Macro-economic indicators: GDP, etc.
  • Industry indicators: Expenditure, infrastructure, sector growth and facilities.

Data is then cross checked by the expert panel.

1.4.1 Company Share Analysis Model

Company share analysis is used to derive the size of global market. As well as study of revenues of companies for last three to five years also provide the base for forecasting the market size and its growth rate. This model is built in following steps:

1.4.2 Revenue Based Modeling

Revenue based models can be built in two ways - Top-Down or Bottom-Up irrespective of industry. Market size estimated from company share analysis acts as a validation point for bottom-up approach where as it acts as starting point for top-down approach.

1.5 Research Limitations

Inflation is not a part of pricing in this report. Prices of the products and its derivatives vary in each region and hence similar revenue ratio does not follow for each individual region. The same price for each type has been taken into account while estimating and forecasting market revenue on a global basis. Regional average price has been considered while breaking down this market by end user in each region.

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