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Global Contact Centre Software Market: By Component: Software, Services; By Software Type; By Deployment Mode: On-Premises, Cloud; By Enterprise Size; By Industry Vertical; Regional Analysis; Historical Market and Forecast (2016-2026); Market Dynamics; Competitive Landscape; Industry Events and Developments

Global Contact Centre Software Market Outlook

The global contact centre software market reached a value of about USD 21,496 million in 2020. The industry is further expected to grow at a CAGR of about 19.2% in the forecast period of 2021-2026 to reach a value of around USD 61,661 million by 2026.


North America to be a Significant Regional Market for Contact Centre Software

North America is projected to be the most promising region for the contact centre software industry. 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 propel the growth of the contact centre software industry.

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: Industry Definition and 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.

The major components of the industry 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 industry 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 industry 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.


Rising Adoption of Advanced Contact Centre Technologies Boosting the 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 expected to fuel the growth of the industry. Some of the other factors that are expected to drive the growth of the contact centre software industry 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 centre software industry 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 Industry Players in the Global Contact Centre Software Market

The report gives a detailed analysis of the following key players in the global contact centre software market, covering their competitive landscape, capacity, and latest developments like mergers, acquisitions, and investments, expansions of capacity, and plant turnarounds:

  • Oracle Corporation
  • ALE International SAS 
  • Avaya Inc.
  • Cisco Systems, Inc.
  • Genesys Telecommunications Laboratories, Inc.
  • Others

The comprehensive EMR report provides an in-depth assessment of the industry based on the Porter's five forces model along with giving a SWOT analysis.

*We at Expert Market Research always thrive to give you the latest information. The numbers in the article are only indicative and may be different from the actual 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    Industry Opportunities and Challenges
8    Global Contact Centre Software Market Analysis

    8.1    Key Industry Highlights
    8.2    Global Contact Centre Software Historical Market (2016-2020) 
    8.3    Global Contact Centre Software Market Forecast (2021-2026)
    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 (2016-2020)
            8.4.1.3    Forecast Trend (2021-2026)
        8.4.2    Services
            8.4.2.1    Market Share
            8.4.2.2    Historical Trend (2016-2020)
            8.4.2.3    Forecast Trend (2021-2026)
    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 (2016-2020)
            8.5.1.3    Forecast Trend (2021-2026)
        8.5.2    IVR
            8.5.2.1    Market Share
            8.5.2.2    Historical Trend (2016-2020)
            8.5.2.3    Forecast Trend (2021-2026)
        8.5.3    Workforce Management
            8.5.3.1    Market Share
            8.5.3.2    Historical Trend (2016-2020)
            8.5.3.3    Forecast Trend (2021-2026)
        8.5.4    Reporting and Analytics
            8.5.4.1    Market Share
            8.5.4.2    Historical Trend (2016-2020)
            8.5.4.3    Forecast Trend (2021-2026)
        8.5.5    Security Functions
            8.5.5.1    Market Share
            8.5.5.2    Historical Trend (2016-2020)
            8.5.5.3    Forecast Trend (2021-2026)
        8.5.6    Intelligent Virtual Assistant
            8.5.6.1    Market Share
            8.5.6.2    Historical Trend (2016-2020)
            8.5.6.3    Forecast Trend (2021-2026)
        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 (2016-2020)
            8.6.1.3    Forecast Trend (2021-2026)
        8.6.2    Cloud
            8.6.2.1    Market Share
            8.6.2.2    Historical Trend (2016-2020)
            8.6.2.3    Forecast Trend (2021-2026)
    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 (2016-2020)
            8.7.1.3    Forecast Trend (2021-2026)
        8.7.2    Large Enterprise
            8.7.2.1    Market Share
            8.7.2.2    Historical Trend (2016-2020)
            8.7.2.3    Forecast Trend (2021-2026)
    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 (2016-2020)
            8.8.1.3    Forecast Trend (2021-2026)
        8.8.2    Healthcare
            8.8.2.1    Market Share
            8.8.2.2    Historical Trend (2016-2020)
            8.8.2.3    Forecast Trend (2021-2026)
        8.8.3    Retail and E-commerce
            8.8.3.1    Market Share
            8.8.3.2    Historical Trend (2016-2020)
            8.8.3.3    Forecast Trend (2021-2026)
        8.8.4    Government and Education
            8.8.4.1    Market Share
            8.8.4.2    Historical Trend (2016-2020)
            8.8.4.3    Forecast Trend (2021-2026)
        8.8.5    IT and Telecom  
            8.8.5.1    Market Share
            8.8.5.2    Historical Trend (2016-2020)
            8.8.5.3    Forecast Trend (2021-2026)
        8.8.6    Travel and Hospitality  
            8.8.6.1    Market Share
            8.8.6.2    Historical Trend (2016-2020)
            8.8.6.3    Forecast Trend (2021-2026)
        8.8.7    Others
    8.9    Global Contact Centre Software Market by Region
        8.9.1    Market Share
            8.9.1.1    North America
            8.9.1.2    Europe
            8.9.1.3    Asia Pacific
            8.9.1.4    Latin America
            8.9.1.5    Middle East and Africa
9    Regional Analysis
    9.1    North America
        9.1.1    Historical Trend (2016-2020)
        9.1.2    Forecast Trend (2021-2026)
        9.1.3    Breakup by Country
            9.1.3.1    United States of America 
            9.1.3.2    Canada
    9.2    Europe
        9.2.1    Historical Trend (2016-2020)
        9.2.2    Forecast Trend (2021-2026)
        9.2.3    Breakup by Country 
            9.2.3.1    United Kingdom
            9.2.3.2    Germany
            9.2.3.3    France
            9.2.3.4    Italy
            9.2.3.5    Others
    9.3    Asia Pacific
        9.3.1    Historical Trend (2016-2020)
        9.3.2    Forecast Trend (2021-2026)
        9.3.3    Breakup by Country
            9.3.3.1    China
            9.3.3.2    Japan
            9.3.3.3    India
            9.3.3.4    ASEAN
            9.3.3.5    Australia
            9.3.3.6    Others
    9.4    Latin America
        9.4.1    Historical Trend (2016-2020)
        9.4.2    Forecast Trend (2021-2026)
        9.4.3    Breakup by Country
            9.4.3.1    Brazil 
            9.4.3.2    Argentina
            9.4.3.3    Mexico
            9.4.3.4    Others
    9.5    Middle East and Africa
        9.5.1    Historical Trend (2016-2020)
        9.5.2    Forecast Trend (2021-2026)
        9.5.3    Breakup by Country
            9.5.3.1    Saudi Arabia
            9.5.3.2    United Arab Emirates
            9.5.3.3    Nigeria
            9.5.3.4    South Africa
            9.5.3.5    Others
10    Market Dynamics
    10.1    SWOT Analysis
        10.1.1    Strengths
        10.1.2    Weaknesses
        10.1.3    Opportunities
        10.1.4    Threats
    10.2    Porter’s Five Forces Analysis
        10.2.1    Supplier’s Power
        10.2.2    Buyer’s Power
        10.2.3    Threat of New Entrants
        10.2.4    Degree of Rivalry
        10.2.5    Threat of Substitutes
    10.3    EMR’s Key Indicators for Demand
    10.4    EMR’s Key Indicators for Price  
11    Value Chain Analysis
12    Competitive Landscape

    12.1    Market Structure
    12.2    Company Profiles
        12.2.1    Oracle Corporation  
            12.2.1.1    Company Overview
            12.2.1.2    Product Portfolio
            12.2.1.3    Demographic Reach and Achievements
            12.2.1.4    Certifications
        12.2.2    ALE International SAS
            12.2.2.1    Company Overview
            12.2.2.2    Product Portfolio
            12.2.2.3    Demographic Reach and Achievements
            12.2.2.4    Certifications
        12.2.3     Avaya Inc.
            12.2.3.1    Company Overview
            12.2.3.2    Product Portfolio
            12.2.3.3    Demographic Reach and Achievements
            12.2.3.4    Certifications
        12.2.4    Cisco Systems, Inc.
            12.2.4.1    Company Overview
            12.2.4.2    Product Portfolio
            12.2.4.3    Demographic Reach and Achievements
            12.2.4.4    Certifications
        12.2.5    Genesys Telecommunications Laboratories, Inc.
            12.2.5.1    Company Overview
            12.2.5.2    Product Portfolio
            12.2.5.3    Demographic Reach and Achievements
            12.2.5.4    Certifications
        12.2.6    Others 
13    Industry Events and Developments


List of Figures and Tables

1.    Global Contact Centre Software Market: Key Industry Highlights, 2016 and 2026
2.    Global Contact Centre Software Historical Market: Breakup by Component (USD Million), 2016-2020
3.    Global Contact Centre Software Market Forecast: Breakup by Component (USD Million), 2021-2026
4.    Global Contact Centre Software Historical Market: Breakup by Software Type (USD Million), 2016-2020
5.    Global Contact Centre Software Market Forecast: Breakup by Software Type (USD Million), 2021-2026
6.    Global Contact Centre Software Historical Market: Breakup by Deployment Mode (USD Million), 2016-2020
7.    Global Contact Centre Software Market Forecast: Breakup by Deployment Mode (USD Million), 2021-2026
8.    Global Contact Centre Software Historical Market: Breakup by Enterprise Size (USD Million), 2016-2020
9.    Global Contact Centre Software Market Forecast: Breakup by Enterprise Size (USD Million), 2021-2026
10.    Global Contact Centre Software Historical Market: Breakup by Industry Vertical (USD Million), 2016-2020
11.    Global Contact Centre Software Market Forecast: Breakup by Industry Vertical (USD Million), 2021-2026
12.    Global Contact Centre Software Historical Market: Breakup by Region (USD Million), 2016-2020
13.    Global Contact Centre Software Market Forecast: Breakup by Region (USD Million), 2021-2026
14.    North America Contact Centre Software Historical Market: Breakup by Country (USD Million), 2016-2020
15.    North America Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2021-2026
16.    Europe Contact Centre Software Historical Market: Breakup by Country (USD Million), 2016-2020
17.    Europe Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2021-2026
18.    Asia Pacific Contact Centre Software Historical Market: Breakup by Country (USD Million), 2016-2020
19.    Asia Pacific Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2021-2026
20.    Latin America Contact Centre Software Historical Market: Breakup by Country (USD Million), 2016-2020
21.    Latin America Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2021-2026
22.    Middle East and Africa Contact Centre Software Historical Market: Breakup by Country (USD Million), 2016-2020
23.    Middle East and Africa Contact Centre Software Market Forecast: Breakup by Country (USD Million), 2021-2026
24.    Global Contact Centre Software Market Structure

Key Questions Answered in the Report

In 2020, the global contact centre software market attained a value of nearly USD 21,496 million.

The market is projected to grow at a CAGR of 19.2% between 2021 and 2026.

The market is estimated to witness a healthy growth in the forecast period of 2021-2026 to reach USD 61,661 million by 2026.

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 industry trends propelling the growth of the market.

The major regions in the industry are North America, Latin America, the Middle East and Africa, Europe, and the Asia Pacific.

The major components of contact centre software in the industry 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 industry.

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 industry are Oracle Corporation, ALE International SAS, Avaya Inc., Cisco Systems, Inc., and Genesys Telecommunications Laboratories, Inc., among others.

Analyst Review

The global contact centre software market attained a value of USD 21,496 million in 2020, 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 2021-2026, growing at a CAGR of 19.2%. The market is projected to reach USD 61,661 million by 2026.

EMR’s meticulous research methodology delves deep into the market, covering the macro and micro aspects of the industry. 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 Oracle Corporation, ALE International SAS, Avaya Inc., Cisco Systems, Inc., 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.

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