Reports
Global Contact Centre Software Market Size, Share, Industry Analysis, Forecast: By Component: Software, Services; By Software Type: Intelligent Call Routing, IVR, Others; By Deployment Mode; By Enterprise Size; By Industry Vertical; Regional Analysis; Market Dynamics; Competitive Landscape; Industry Events and Developments; 2023-2028
Global Contact Centre Software Market Outlook
The global contact centre market size reached a value of about USD 25.8 billion in 2022. The market is further expected to grow at a CAGR of about 18.50% in the forecast period of 2023-2028 to reach a value of around USD 70.2 billion by 2028.
With to the rising popularity of cloud-based contact centres, which provide more scalability and flexibility than conventional contact centres, the contact center software market size is increasing. AI is being included by businesses to improve the performance of contact centre software. The functionality of contact centres is anticipated to be improved by new technologies including machine learning, cloud computing, predictive analytics, and artificial intelligence.
Growing consumer rights knowledge has resulted in increasing customer queries across all industries. In order to improve the customer experience and assure service satisfaction, customer service-focused companies in sectors such as consumer goods and retail, healthcare, and BFSI are investing increasingly in contact centres, thus aiding the contact center analytics software market.
Businesses are increasingly adopting cloud-based software due to greater competition and the rising cost of on-premises alternatives. Contact centres provide agents with quick assistance so they can provide end use customers with better service. Agents use contact centre software to help consumers within a short time-frame so customers wait less as a result, and they are more inclined to be loyal to the company.
Read more about this report - REQUEST FREE SAMPLE COPY IN PDF
North America to be a Significant Regional Market for Contact Centre Software
As per the contact center software market report, North America is projected to be a promising region for the contact centre software market. North American companies are increasingly turning to contact centre solutions to meet the growing consumer demands, resolve customer complaints, and improve feedback from both digital and non-digital channels to boost revenue and avoid losses. The rapid adoption of contact centre solutions, especially during and post-COVID-19, to cater to the upsurge in call volumes has further driven the market growth.
Technological advancements like big data, analytics, and cloud platforms are being rapidly adopted and invested in by enterprises across the region, which is further supporting the market growth. The demand for contact centre software is also being driven by the growing omnichannel approach to sales, and the growing e-commerce industry in North America. Companies are attempting to diversify their company portfolios in the region because of its great potential. For instance, the omnichannel, cloud-based contact centre software provider, ZaiLab, announced its plans to expand its product offerings in North America. Furthermore, there has been a growing demand among large, small, and medium-sized enterprises to improve their efficiency by optimising outgoing and inbound processes, which is projected to increase the growth of the contact center software market share.
Meanwhile, due to a large client base and many small and medium businesses in the region, the market in the Asia Pacific is predicted to develop at one of the fastest rates throughout the forecast period. The regional market is predicted to grow at a healthy pace because of a rising number of favourable government initiatives encouraging the adoption of cloud-based technologies and the automation of business processes. Also, numerous organisations across the globe are keen on investing in the region, which is expected to create further growth opportunities for the market.
Impact of COVID-19 on the Market
The COVID-19 pandemic has led to an increased adoption of contact centre software despite the unusual circumstances. During the pandemic, the ongoing work from home (WFH) has fuelled contact centre software adoption to ensure business continuity and improve productivity.
Contact Centre Software: Market Segmentation
Multi-channel and uni-channel call centres can use contact centre software to efficiently manage enormous quantities of outbound and inbound client conversations. Phone calls, VoIP calls, live chat, fax, email, SMS/text, chatbot dialogues, and social media messaging are all examples of client communication. The software's main purpose is to route customer calls to agents and to record and track key customer interaction data. This software enables organisations to communicate with their customers through the internet instead of using an on-premises PBX phone system. It helps increase the effectiveness and efficiency of a contact centre, with a specific focus on interactions between contact centre agents and customers.
Read more about this report - REQUEST FREE SAMPLE COPY IN PDF
The major components of the market can be divided into:
- Software
- Services
The various software types in the market are:
- Intelligent Call Routing
- IVR
- Workforce Management
- Reporting and Analytics
- Security Functions
- Intelligent Virtual Assistant
- Others
On the basis of deployment, the market is divided into:
- On-Premises
- Cloud
By enterprise size, the market is categorised into:
- Small and Medium Enterprises
- Large Enterprise
Based on industry vertical, the market is segmented into:
- BFSI
- Healthcare
- Retail and E-commerce
- Government and Education
- IT and Telecom
- Travel and Hospitality
- Others
The regional markets for contact centre software can be divided into North America, Europe, the Asia Pacific, Latin America, and the Middle East and Africa.
Read more about this report - REQUEST FREE SAMPLE COPY IN PDF
Rising Adoption of Advanced Contact Centre Technologies Boosting the Contact Center Software Market Growth
During the forecast period, advanced technologies such as artificial intelligence (AI), predictive analytics, cloud computing, and machine learning are expected to provide lucrative growth opportunities for the market. The surge in the use of social media by customers is anticipated to further propel the market forward during the forecast period. In addition, the growth in the integration of new systems with existing ones at the workplace and the rapidly growing demand for the implementation of new contact centre software are the key contact center software market trends propelling the market growth.
Some of the other factors that are expected to drive the growth of the contact centre software market include the need for handling contact centre attrition and absenteeism, the emerging role of social media in contact centre operations, increasing adoption of virtual and cloud-based contact centre solutions during and post-COVID-19 to achieve better business continuity, growing need for omnichannel solutions to minimise efforts in reaching end customers, continuous transitions to cloud-based contact centres, and the rising demand for personalised customer interactions to achieve high customer satisfaction.
Smartphone access provides global accessibility to the customer and further provides contact centre agents with appropriate real-time information irrespective of their location. This adds to the growing demand for mobile-enabled, analytics-powered, advanced contact centre solutions. The growth of the global contact center software market is also expected to be driven by a surge in the use of contact centre software among organisations to enhance customer experience through channels, such as voice, video, mobile, web, and social media.
Key Players in the Global Contact Centre Software Market
The report gives a detailed analysis of the following key players in the global contact center software market, covering their competitive landscape, capacity, and latest developments like mergers, acquisitions, and investments, expansions of capacity, and plant turnarounds:
- Avaya Holdings Corporation
- ALE International
- Cisco Systems, Inc.
- Talkdesk, Inc.
- 8x8, Inc.
- NEC Corporation
- Five9, Inc.
- Twilio Inc.
- Mitel Networks Corp
- NICE Ltd.
- Vonage America, LLC
- Enghouse System Limited
- Exotel Techcom Pvt. Ltd.
- BT Group
- Verizon
- ZTE Corporation
- Exotel Techcom Pvt. Ltd.
- Spok Inc.
- Oracle Corporation
- Genesys Telecommunications Laboratories, Inc.
- Others
The comprehensive EMR report provides an in-depth assessment of the market based on the Porter's five forces model along with giving a SWOT analysis.
Key Highlights of the Report
| REPORT FEATURES | DETAILS |
|---|---|
| Base Year | 2022 |
| Historical Period | 2018-2022 |
| Forecast Period | 2023-2028 |
| Scope of the Report |
Historical and Forecast Trends, Industry Drivers and Constraints, Historical and Forecast Market Analysis by Segment:
|
| Breakup by Component |
|
| Breakup by Software Type |
|
| Breakup by Deployment Mode |
|
| Breakup by Enterprise Size |
|
| Breakup by Industry Vertical |
|
| Breakup by Region |
|
| Market Dynamics |
|
| Competitive Landscape |
|
| Companies Covered |
|
| Report Price and Purchase Option | Explore our purchase options that are best suited to your resources and industry needs. |
| Delivery Format | Delivered as an attached PDF and Excel through email, with an option of receiving an editable PPT, according to the purchase option. |
*At Expert Market Research, we strive to always give you current and accurate information. The numbers depicted in the description are indicative and may differ from the actual numbers in the final EMR report.
1 Preface
2 Report Coverage – Key Segmentation and Scope
3 Report Description
3.1 Market Definition and Outlook
3.2 Properties and Applications
3.3 Market Analysis
3.4 Key Players
4 Key Assumptions
5 Executive Summary
5.1 Overview
5.2 Key Drivers
5.3 Key Developments
5.4 Competitive Structure
5.5 Key Industrial Trends
6 Snapshot
6.1 Global
6.2 Regional
7 Opportunities and Challenges in the Market
8 Global Contact Centre Software Market Analysis
8.1 Key Industry Highlights
8.2 Global Contact Centre Software Historical Market (2018-2022)
8.3 Global Contact Centre Software Market Forecast (2023-2028)
8.4 Global Contact Centre Software Market by Component
8.4.1 Software
8.4.1.1 Market Share
8.4.1.2 Historical Trend (2018-2022)
8.4.1.3 Forecast Trend (2023-2028)
8.4.2 Services
8.4.2.1 Market Share
8.4.2.2 Historical Trend (2018-2022)
8.4.2.3 Forecast Trend (2023-2028)
8.5 Global Contact Centre Software Market by Software Type
8.5.1 Intelligent Call Routing
8.5.1.1 Market Share
8.5.1.2 Historical Trend (2018-2022)
8.5.1.3 Forecast Trend (2023-2028)
8.5.2 IVR
8.5.2.1 Market Share
8.5.2.2 Historical Trend (2018-2022)
8.5.2.3 Forecast Trend (2023-2028)
8.5.3 Workforce Management
8.5.3.1 Market Share
8.5.3.2 Historical Trend (2018-2022)
8.5.3.3 Forecast Trend (2023-2028)
8.5.4 Reporting and Analytics
8.5.4.1 Market Share
8.5.4.2 Historical Trend (2018-2022)
8.5.4.3 Forecast Trend (2023-2028)
8.5.5 Security Functions
8.5.5.1 Market Share
8.5.5.2 Historical Trend (2018-2022)
8.5.5.3 Forecast Trend (2023-2028)
8.5.6 Intelligent Virtual Assistant
8.5.6.1 Market Share
8.5.6.2 Historical Trend (2018-2022)
8.5.6.3 Forecast Trend (2023-2028)
8.5.7 Others
8.6 Global Contact Centre Software Market by Deployment Mode
8.6.1 On-Premises
8.6.1.1 Market Share
8.6.1.2 Historical Trend (2018-2022)
8.6.1.3 Forecast Trend (2023-2028)
8.6.2 Cloud
8.6.2.1 Market Share
8.6.2.2 Historical Trend (2018-2022)
8.6.2.3 Forecast Trend (2023-2028)
8.7 Global Contact Centre Software Market by Enterprise Size
8.7.1 Small and Medium Enterprises
8.7.1.1 Market Share
8.7.1.2 Historical Trend (2018-2022)
8.7.1.3 Forecast Trend (2023-2028)
8.7.2 Large Enterprise
8.7.2.1 Market Share
8.7.2.2 Historical Trend (2018-2022)
8.7.2.3 Forecast Trend (2023-2028)
8.8 Global Contact Centre Software Market by Industry Vertical
8.8.1 BFSI
8.8.1.1 Market Share
8.8.1.2 Historical Trend (2018-2022)
8.8.1.3 Forecast Trend (2023-2028)
8.8.2 Healthcare
8.8.2.1 Market Share
8.8.2.2 Historical Trend (2018-2022)
8.8.2.3 Forecast Trend (2023-2028)
8.8.3 Retail and E-commerce
8.8.3.1 Market Share
8.8.3.2 Historical Trend (2018-2022)
8.8.3.3 Forecast Trend (2023-2028)
8.8.4 Government and Education
8.8.4.1 Market Share
8.8.4.2 Historical Trend (2018-2022)
8.8.4.3 Forecast Trend (2023-2028)
8.8.5 IT and Telecom
8.8.5.1 Market Share
8.8.5.2 Historical Trend (2018-2022)
8.8.5.3 Forecast Trend (2023-2028)
8.8.6 Travel and Hospitality
8.8.6.1 Market Share
8.8.6.2 Historical Trend (2018-2022)
8.8.6.3 Forecast Trend (2023-2028)
8.8.7 Others
8.9 Global Contact Centre Software Market by Region
8.9.1 North America
8.9.1.1 Market Share
8.9.1.2 Historical Trend (2018-2022)
8.9.1.3 Forecast Trend (2023-2028)
8.9.2 Europe
8.9.2.1 Market Share
8.9.2.2 Historical Trend (2018-2022)
8.9.2.3 Forecast Trend (2023-2028)
8.9.3 Asia Pacific
8.9.3.1 Market Share
8.9.3.2 Historical Trend (2018-2022)
8.9.3.3 Forecast Trend (2023-2028)
8.9.4 Latin America
8.9.4.1 Market Share
8.9.4.2 Historical Trend (2018-2022)
8.9.4.3 Forecast Trend (2023-2028)
8.9.5 Middle East and Africa
8.9.5.1 Market Share
8.9.5.2 Historical Trend (2018-2022)
8.9.5.3 Forecast Trend (2023-2028)
9 North America Contact Centre Software Market Analysis
9.1 United States of America
9.1.1 Market Share
9.1.2 Historical Trend (2018-2022)
9.1.3 Forecast Trend (2023-2028)
9.2 Canada
9.2.1 Market Share
9.2.2 Historical Trend (2018-2022)
9.2.3 Forecast Trend (2023-2028)
10 Europe Contact Centre Software Market Analysis
10.1 United Kingdom
10.1.1 Market Share
10.1.2 Historical Trend (2018-2022)
10.1.3 Forecast Trend (2023-2028)
10.2 Germany
10.2.1 Market Share
10.2.2 Historical Trend (2018-2022)
10.2.3 Forecast Trend (2023-2028)
10.3 France
10.3.1 Market Share
10.3.2 Historical Trend (2018-2022)
10.3.3 Forecast Trend (2023-2028)
10.4 Italy
10.4.1 Market Share
10.4.2 Historical Trend (2018-2022)
10.4.3 Forecast Trend (2023-2028)
10.5 Others
11 Asia Pacific Contact Centre Software Market Analysis
11.1 China
11.1.1 Market Share
11.1.2 Historical Trend (2018-2022)
11.1.3 Forecast Trend (2023-2028)
11.2 Japan
11.2.1 Market Share
11.2.2 Historical Trend (2018-2022)
11.2.3 Forecast Trend (2023-2028)
11.3 India
11.3.1 Market Share
11.3.2 Historical Trend (2018-2022)
11.3.3 Forecast Trend (2023-2028)
11.4 ASEAN
11.4.1 Market Share
11.4.2 Historical Trend (2018-2022)
11.4.3 Forecast Trend (2023-2028)
11.5 Australia
11.5.1 Market Share
11.5.2 Historical Trend (2018-2022)
11.5.3 Forecast Trend (2023-2028)
11.6 Others
12 Latin America Contact Centre Software Market Analysis
12.1 Brazil
12.1.1 Market Share
12.1.2 Historical Trend (2018-2022)
12.1.3 Forecast Trend (2023-2028)
12.2 Argentina
12.2.1 Market Share
12.2.2 Historical Trend (2018-2022)
12.2.3 Forecast Trend (2023-2028)
12.3 Mexico
12.3.1 Market Share
12.3.2 Historical Trend (2018-2022)
12.3.3 Forecast Trend (2023-2028)
12.4 Others
13 Middle East and Africa Contact Centre Software Market Analysis
13.1 Saudi Arabia
13.1.1 Market Share
13.1.2 Historical Trend (2018-2022)
13.1.3 Forecast Trend (2023-2028)
13.2 United Arab Emirates
13.2.1 Market Share
13.2.2 Historical Trend (2018-2022)
13.2.3 Forecast Trend (2023-2028)
13.3 Nigeria
13.3.1 Market Share
13.3.2 Historical Trend (2018-2022)
13.3.3 Forecast Trend (2023-2028)
13.4 South Africa
13.4.1 Market Share
13.4.2 Historical Trend (2018-2022)
13.4.3 Forecast Trend (2023-2028)
13.5 Others
14 Market Dynamics
14.1 SWOT Analysis
14.1.1 Strengths
14.1.2 Weaknesses
14.1.3 Opportunities
14.1.4 Threats
14.2 Porter’s Five Forces Analysis
14.2.1 Supplier’s Power
14.2.2 Buyer’s Power
14.2.3 Threat of New Entrants
14.2.4 Degree of Rivalry
14.2.5 Threat of Substitutes
14.3 Key Indicators for Demand
14.4 Key Indicators for Price
15 Value Chain Analysis
16 Competitive Landscape
16.1 Market Structure
16.2 Company Profiles
16.2.1 Avaya Holdings Corporation
16.2.1.1 Company Overview
16.2.1.2 Product Portfolio
16.2.1.3 Demographic Reach and Achievements
16.2.1.4 Certifications
16.2.2 ALE International
16.2.2.1 Company Overview
16.2.2.2 Product Portfolio
16.2.2.3 Demographic Reach and Achievements
16.2.2.4 Certifications
16.2.3 Cisco Systems, Inc.
16.2.3.1 Company Overview
16.2.3.2 Product Portfolio
16.2.3.3 Demographic Reach and Achievements
16.2.3.4 Certifications
16.2.4 Talkdesk, Inc.
16.2.4.1 Company Overview
16.2.4.2 Product Portfolio
16.2.4.3 Demographic Reach and Achievements
16.2.4.4 Certifications
16.2.5 8x8, Inc.
16.2.5.1 Company Overview
16.2.5.2 Product Portfolio
16.2.5.3 Demographic Reach and Achievements
16.2.5.4 Certifications
16.2.6 NEC Corporation
16.2.6.1 Company Overview
16.2.6.2 Product Portfolio
16.2.6.3 Demographic Reach and Achievements
16.2.6.4 Certifications
16.2.7 Five9, Inc.
16.2.7.1 Company Overview
16.2.7.2 Product Portfolio
16.2.7.3 Demographic Reach and Achievements
16.2.7.4 Certifications
16.2.8 Twilio Inc.
16.2.8.1 Company Overview
16.2.8.2 Product Portfolio
16.2.8.3 Demographic Reach and Achievements
16.2.8.4 Certifications
16.2.9 Mitel Networks Corp
16.2.9.1 Company Overview
16.2.9.2 Product Portfolio
16.2.9.3 Demographic Reach and Achievements
16.2.9.4 Certifications
16.2.10 NICE Ltd.
16.2.10.1 Company Overview
16.2.10.2 Product Portfolio
16.2.10.3 Demographic Reach and Achievements
16.2.10.4 Certifications
16.2.11 Vonage America, LLC
16.2.11.1 Company Overview
16.2.11.2 Product Portfolio
16.2.11.3 Demographic Reach and Achievements
16.2.11.4 Certifications
16.2.12 Enghouse System Limited
16.2.12.1 Company Overview
16.2.12.2 Product Portfolio
16.2.12.3 Demographic Reach and Achievements
16.2.12.4 Certifications
16.2.13 Exotel Techcom Pvt. Ltd.
16.2.13.1 Company Overview
16.2.13.2 Product Portfolio
16.2.13.3 Demographic Reach and Achievements
16.2.13.4 Certifications
16.2.14 BT Group
16.2.14.1 Company Overview
16.2.14.2 Product Portfolio
16.2.14.3 Demographic Reach and Achievements
16.2.14.4 Certifications
16.2.15 Verizon
16.2.15.1 Company Overview
16.2.15.2 Product Portfolio
16.2.15.3 Demographic Reach and Achievements
16.2.15.4 Certifications
16.2.16 ZTE Corporation
16.2.16.1 Company Overview
16.2.16.2 Product Portfolio
16.2.16.3 Demographic Reach and Achievements
16.2.16.4 Certifications
16.2.17 Exotel Techcom Pvt. Ltd.
16.2.17.1 Company Overview
16.2.17.2 Product Portfolio
16.2.17.3 Demographic Reach and Achievements
16.2.17.4 Certifications
16.2.18 Spok Inc.
16.2.18.1 Company Overview
16.2.18.2 Product Portfolio
16.2.18.3 Demographic Reach and Achievements
16.2.18.4 Certifications
16.2.19 Oracle Corporation
16.2.19.1 Company Overview
16.2.19.2 Product Portfolio
16.2.19.4 Certifications
16.2.19.3 Demographic Reach and Achievements
16.2.20 Genesys Telecommunications Laboratories, Inc.
16.2.20.1 Company Overview
16.2.20.2 Product Portfolio
16.2.20.4 Certifications
16.2.20.3 Demographic Reach and Achievements
16.2.21 Othets
17 Key Trends and Developments in the Market
List of Key Figures and Tables
1. Global Contact Centre Software Market: Key Industry Highlights, 2018 and 2028
2. Global Contact Centre Software Historical Market: Breakup by Component (USD Million), 2018-2022
3. Global Contact Centre Software Market Forecast: Breakup by Component (USD Million), 2023-2028
4. Global Contact Centre Software Historical Market: Breakup by Software Type (USD Million), 2018-2022
5. Global Contact Centre Software Market Forecast: Breakup by Software Type (USD Million), 2023-2028
6. Global Contact Centre Software Historical Market: Breakup by Deployment Mode (USD Million), 2018-2022
7. Global Contact Centre Software Market Forecast: Breakup by Deployment Mode (USD Million), 2023-2028
8. Global Contact Centre Software Historical Market: Breakup by Enterprise Size (USD Million), 2018-2022
9. Global Contact Centre Software Market Forecast: Breakup by Enterprise Size (USD Million), 2023-2028
10. Global Contact Centre Software Historical Market: Breakup by Industry Vertical (USD Million), 2018-2022
11. Global Contact Centre Software Market Forecast: Breakup by Industry Vertical (USD Million), 2023-2028
12. Global Contact Centre Software Historical Market: Breakup by Region (USD Million), 2018-2022
13. Global Contact Centre Software Market Forecast: Breakup by Region (USD Million), 2023-2028
14. North America Contact Centre Software Historical Market: Breakup by Country (USD Million), 2018-2022
15. North America Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2023-2028
16. Europe Contact Centre Software Historical Market: Breakup by Country (USD Million), 2018-2022
17. Europe Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2023-2028
18. Asia Pacific Contact Centre Software Historical Market: Breakup by Country (USD Million), 2018-2022
19. Asia Pacific Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2023-2028
20. Latin America Contact Centre Software Historical Market: Breakup by Country (USD Million), 2018-2022
21. Latin America Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2023-2028
22. Middle East and Africa Contact Centre Software Historical Market: Breakup by Country (USD Million), 2018-2022
23. Middle East and Africa Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2023-2028
24. Global Contact Centre Software Market Structure
Key Questions Answered in the Report
In 2022, the attained a value of approximately USD 25.8 billion.
The market is projected to grow at a CAGR of 18.50% between 2023 and 2028.
The market is estimated to witness a healthy growth in the forecast period of 2023-2028 to reach USD 70.2 billion by 2028.
The major drivers of the market include the surge of social media, increasing adoption of virtual and cloud-based contact centre solutions, growing need for omnichannel solutions, rising demand for personalised and streamlined customer interactions, and favourable government initiatives.
The emergence of advanced technologies, growth in the integration of new systems with existing ones at workplace, and the rapidly growing demand for the implementation of new contact centre software are the key trends propelling the growth of the market.
The major regions in the market are North America, Latin America, the Middle East and Africa, Europe, and the Asia Pacific.
The major components of contact centre software in the market can be divided into software and service.
The leading software types of contact centre software in the market are intelligent call routing, IVR, workforce management, reporting and analytics, security functions, and intelligent virtual assistant, among others.
On-Premises and cloud are the significant deployment modes of contact centre software in the market.
The major enterprise sizes in the market are small and medium enterprises and large enterprises.
The leading industry verticals in the market are BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, and travel, and hospitality, among others.
The major players in the market are Avaya Holdings Corporation, ALE International, Cisco Systems, Inc., Talkdesk, Inc., 8x8, Inc., NEC Corporation, Five9, Inc., Twilio Inc., Mitel Networks Corp, NICE Ltd., Vonage America, LLC, Enghouse System Limited, Exotel Techcom Pvt. Ltd., BT Group, Verizon, ZTE Corporation, Exotel Techcom Pvt. Ltd., Spok Inc., Oracle Corporation, and Genesys Telecommunications Laboratories, Inc., among others.
Analyst Review
The global contact centre software market attained a value of approximately USD 25.8 billion in 2022, driven by the rising adoption of advanced contact centre technologies. Aided by the surge in the use of social media, continuous transitions to cloud-based contact centres, and the rising demand for personalised and streamlined customer interactions, the market is expected to witness a further growth in the forecast period of 2023-2028, growing at a CAGR of 18.50%. The market is projected to reach USD 70.2 billion by 2028.
EMR’s meticulous research methodology delves deep into the market, covering the macro and micro aspects of the market. By components, the market can be divided into software and service. Based on software types, the market can be segmented into intelligent call routing, IVR, workforce management, reporting and analytics, security functions, and intelligent virtual assistant, among others. On-premises and cloud are the leading deployment modes of contact centre software in the market. On the basis of enterprise size, the market is divided into small and medium enterprises and large enterprises. By industry vertical, the market is divided into BFSI, healthcare, retail and e-commerce, government and education, IT and telecom, and travel and hospitality, among others. The major regional markets for contact centre software are North America, Europe, the Asia Pacific, Latin America, and the Middle East and Africa. The key players in the above market are are Avaya Holdings Corporation, ALE International, Cisco Systems, Inc., Talkdesk, Inc., 8x8, Inc., NEC Corporation, Five9, Inc., Twilio Inc., Mitel Networks Corp, NICE Ltd., Vonage America, LLC, Enghouse System Limited, Exotel Techcom Pvt. Ltd., BT Group, Verizon, ZTE Corporation, Exotel Techcom Pvt. Ltd., Spok Inc., Oracle Corporation, and Genesys Telecommunications Laboratories, Inc., among others.
EMR’s research methodology uses a combination of cutting-edge analytical tools and the expertise of their highly accomplished team, thus, providing their customers with market insights that are accurate, actionable, and help them remain ahead of their competition.
Purchase Options
Call us on
Purchase Full Report
Mini Report
$1699
-
Selected Sections, One User
-
Printing Not Allowed
-
Email Delivery in PDF
-
Free Limited CustomisationPost Sales Analyst Support50% Discount on Next UpdateSingle User License
$2799-
All Sections, One User
-
One Print Allowed
-
Email Delivery in PDF
-
Free Limited CustomisationPost Sales Analyst Support50% Discount on Next Update
Five User License
$3999-
All Sections, Five Users
-
Five Prints Allowed
-
Email Delivery in PDF
-
Free Limited Customisation
-
Post Sales Analyst Support
-
50% Discount on Next Update
Corporate License
$4999-
All Sections, Unlimited Users
-
Unlimited Prints Allowed
-
Email Delivery in PDF + Excel
-
Free Limited Customisation
-
Post Sales Analyst Support
-
50% Discount on Next Update
Contact AnalystAny Question? Speak With An Analyst
Request SampleView A Sample
Request CustomisationDid You Miss Anything, Ask Now
Why Expert Market Research?Right People
We are technically excellent, strategic, practical, experienced and efficient; our analysts are hand-picked based on having the right attributes to work successfully and execute projects based on your expectations.
Right Methodology
We leverage our cutting-edge technology, our access to trusted databases, and our knowledge of the current models used in the market to deliver you research solutions that are tailored to your needs and put you ahead of the curve.
Right Price
We deliver in-depth and superior quality research in prices that are reasonable, unmatchable, and shows our understanding of your resource structure. We, additionally, offer attractive discounts on our upcoming reports.
Right Support
Our team of expert analysts are at your beck and call to deliver you optimum results that are customised to meet your precise needs within the specified timeframe and help you form a better understanding of the industry.
Similar Reports
NEWSLETTER