Contact Center Software Market

1. Global Contact Center Software Market Research and Forecast Report 2024-2032 Format: PDF+EXCEL © 2023 IMARC All Rights Reserved

2. About IMARC Group International Market Analysis Research and Consulting Group is a leading adviser on management strategy and market research worldwide. We partner with clients in all regions and industry verticals to identify their highest-value opportunities, address their most critical challenges, and transform their businesses. IMARC’s information products include major market, scientific, economic and technological developments for business leaders in pharmaceutical, industrial, and high technology organizations. Market forecasts and industry analysis for biotechnology, advanced materials, chemicals, food and beverage, travel and tourism, nanotechnology and novel processing methods are at the top of the company’s expertise. IMARC’s tailored approach combines unfathomable insight into the dynamics of companies and markets with close cooperation at all levels of the client organization. This ensures that our clients achieve unmatchable competitive advantage, build more proficient organizations, and secure lasting results.

3. According to the latest report by IMARC Group, titled "Contact Center Software Market: Industry Trends, Share, Size, Growth, Opportunity and Forecast 2024-2032,“The global contact center software market size reached US$ 35.2 Billion in 2023. Contact center software refers to a technology tool that facilitates smooth customer interactions via multiple channels, such as voice, video, live web chats, mobile applications, social media and chatbot conversations. It collects data from all the channels to compile it into a single customer profile and helps organizations optimize their inbound and outbound operations. It is extensively utilized by uni- and multi-channel call centers for virtual communications, real-time call monitoring, workforce optimization, interactive voice response, reporting and analytics, maintaining network security, and fraud management. In recent years, contact center software has gained immense traction due to its cost-effectiveness, enhanced visibility and operational control. Report Highlight and Description Looking forward, IMARC Group expects the market to reach US$ 143.3 Billion by 2032, exhibiting a growth rate (CAGR) of 16.4% during 2024- 2032. Request for a PDF sample of this report: https://www.imarcgroup.com/contact-center-software-market/requestsample

4. Report Description Global Contact Center Software Market Trends: The expanding telecommunications industry, coupled with the growing need for business process automation solutions, represents the primary factor driving the global market. Additionally, the improving focus of organizations on providing optimal customer service and enhancing customer experience using omnichannel solutions is another major growth-inducing factor. Besides this, the increasing product applications across the banking, financial services and insurance (BFSI), healthcare, information technology (IT), retail, education and media industries are also catalyzing the demand for contact center software. Furthermore, leading players are integrating contact center software with advanced technologies, such as the Internet of Things (IoT), big data, machine learning (ML), artificial intelligence (AI) and cloud computing solutions, to cater to diverse consumer requirements. This, in line with the widespread adoption of cloud-based systems, is propelling the market growth. Apart from this, the ongoing research and development (R&D) activities and increasing use of call centers by medium and large organizations are creating a favorable market outlook. View Report, TOC, Figures and Tables: https://www.imarcgroup.com/contact-center-software-market

5. Breakup by Component: Solution • Automatic Call Distribution (ACD) o Call Recording o Computer Telephony Integration (CTI) o Report Segmentation Customer Collaboration o Dialer o Interactive Voice Responses (IVR) o Others o Service • Integration and Deployment o Support and Maintenance o Training and Consulting o Managed Services o

6. Breakup by Deployment Mode: On-premises • Cloud-based • Report Segmentation Breakup by End Use: BFSI • Consumer Goods and Retail • Government • Healthcare • IT and Telecom • Travel and Hospitality • Others •

7. Breakup by Enterprise Size: Large Enterprise • Small and Medium Enterprise • Breakup by Region: Report Segmentation North America (United States, Canada) • Asia Pacific (China, Japan, India, Australia, Indonesia, South Korea, Others) • Europe (Germany, France, United Kingdom, Italy, Spain, Russia, Others) • Latin America (Brazil, Mexico, Others) • Middle East and Africa •

8. Aspect Software • Avaya Inc. • Cisco Systems Inc. • Enghouse Interactive Inc. • Competitive Landscape Five9 Inc. • Genesys • International Business Machines Corporation • NEC Corporation • Oracle Corporation • SAP SE • Unify Inc. (Atos SE) •

9. How has the global contact center software market performed so far, and how will it perform in the coming years? What are the drivers, restraints, and opportunities in the global contact center software market? Key Questions Answered in the Report What is the impact of each driver, restraint, and opportunity on the global contact center software market? What are the key regional markets? Which countries represent the most attractive contact center software market? What is the breakup of the market based on the component? Which is the most attractive component in the contact center software market?

10. What is the breakup of the market based on the deployment mode? Which is the most attractive deployment mode in the contact center software market? Key Questions Answered in the Report What is the breakup of the market based on the enterprise size? Which is the most attractive enterprise size in the contact center software market? What is the breakup of the market based on the end use? Which is the most attractive end use in the contact center software market? What is the competitive structure of the global contact center software market? Who are the key players/companies in the global contact center software market?

11. 1 Preface 2 Scope and Methodology 2.1 Objectives of the Study 2.2 Stakeholders 2.3 Data Sources 2.3.1 Primary Sources 2.3.2 Secondary Sources 2.4 Market Estimation 2.4.1 Bottom-Up Approach 2.4.2 Top-Down Approach 2.5 Forecasting Methodology 3 Executive Summary 4 Introduction 4.1 Overview 4.2 Key Industry Trends 5 Global Contact Center Software Market 5.1 Market Overview 5.2 Market Performance 5.3 Impact of COVID-19 5.4 Market Forecast 6 Market Breakup by Component 6.1 Solution 6.1.1 Market Trends 6.1.2 Key Segments 6.1.2.1 Automatic Call Distribution (ACD) 6.1.2.2 Call Recording 6.1.2.3 Computer Telephony Integration (CTI) 6.1.2.4 Customer Collaboration 6.1.2.5 Dialer 6.1.2.6 Interactive Voice Responses (IVR) 6.1.2.7 Others 6.1.3 Market Forecast Table of Contents

12. 6.2 Service 6.2.1 Market Trends 6.2.2 Key Segments 6.2.2.1 Integration and Deployment 6.2.2.2 Support and Maintenance 6.2.2.3 Training and Consulting 6.2.2.4 Managed Services 6.2.3 Market Forecast 7 Market Breakup by Deployment Mode 7.1 On-premises 7.1.1 Market Trends 7.1.2 Market Forecast 7.2 Cloud-based 7.2.1 Market Trends 7.2.2 Market Forecast 8 Market Breakup by Enterprise Size 8.1 Large Enterprise 8.1.1 Market Trends 8.1.2 Market Forecast 8.2 Small and Medium Enterprise 8.2.1 Market Trends 8.2.2 Market Forecast 9 Market Breakup by End Use 9.1 BFSI 9.1.1 Market Trends 9.1.2 Market Forecast 9.2 Consumer Goods and Retail 9.2.1 Market Trends 9.2.2 Market Forecast 9.3 Government 9.3.1 Market Trends Table of Contents

13. 9.3.2 Market Forecast 9.4 Healthcare 9.4.1 Market Trends 9.4.2 Market Forecast 9.5 IT and Telecom 9.5.1 Market Trends 9.5.2 Market Forecast 9.6 Travel and Hospitality 9.6.1 Market Trends 9.6.2 Market Forecast 9.7 Others 9.7.1 Market Trends 9.7.2 Market Forecast 10 Market Breakup by Region 10.1 North America 10.1.1 United States 10.1.1.1 Market Trends 10.1.1.2 Market Forecast 10.1.2 Canada 10.1.2.1 Market Trends 10.1.2.2 Market Forecast 10.2 Asia-Pacific 10.2.1 China 10.2.1.1 Market Trends 10.2.1.2 Market Forecast 10.2.2 Japan 10.2.2.1 Market Trends 10.2.2.2 Market Forecast 10.2.3 India 10.2.3.1 Market Trends 10.2.3.2 Market Forecast 10.2.4 South Korea Table of Contents

14. 10.2.4.1 Market Trends 10.2.4.2 Market Forecast 10.2.5 Australia 10.2.5.1 Market Trends 10.2.5.2 Market Forecast 10.2.6 Indonesia 10.2.6.1 Market Trends 10.2.6.2 Market Forecast 10.2.7 Others 10.2.7.1 Market Trends 10.2.7.2 Market Forecast 10.3 Europe 10.3.1 Germany 10.3.1.1 Market Trends 10.3.1.2 Market Forecast 10.3.2 France 10.3.2.1 Market Trends 10.3.2.2 Market Forecast 10.3.3 United Kingdom 10.3.3.1 Market Trends 10.3.3.2 Market Forecast 10.3.4 Italy 10.3.4.1 Market Trends 10.3.4.2 Market Forecast 10.3.5 Spain 10.3.5.1 Market Trends 10.3.5.2 Market Forecast 10.3.6 Russia 10.3.6.1 Market Trends 10.3.6.2 Market Forecast 10.3.7 Others Table of Contents

15. 10.3.7.1 Market Trends 10.3.7.2 Market Forecast 10.4 Latin America 10.4.1 Brazil 10.4.1.1 Market Trends 10.4.1.2 Market Forecast 10.4.2 Mexico 10.4.2.1 Market Trends 10.4.2.2 Market Forecast 10.4.3 Others 10.4.3.1 Market Trends 10.4.3.2 Market Forecast 10.5 Middle East and Africa 10.5.1 Market Trends 10.5.2 Market Breakup by Country 10.5.3 Market Forecast 11 SWOT Analysis 11.1 Overview 11.2 Strengths 11.3 Weaknesses 11.4 Opportunities 11.5 Threats 12 Value Chain Analysis 13 Porters Five Forces Analysis 13.1 Overview 13.2 Bargaining Power of Buyers 13.3 Bargaining Power of Suppliers 13.4 Degree of Competition 13.5 Threat of New Entrants 13.6 Threat of Substitutes 14 Price Analysis 15 Competitive Landscape Table of Contents

16. 15.1 Market Structure 15.2 Key Players 15.3 Profiles of Key Players 15.3.1 Aspect Software 15.3.1.1 Company Overview 15.3.1.2 Product Portfolio 15.3.2 Avaya Inc. 15.3.2.1 Company Overview 15.3.2.2 Product Portfolio 15.3.3 Cisco Systems Inc. 15.3.3.1 Company Overview 15.3.3.2 Product Portfolio 15.3.4 Enghouse Interactive Inc. 15.3.4.1 Company Overview 15.3.4.2 Product Portfolio 15.3.5 Five9 Inc. 15.3.5.1 Company Overview 15.3.5.2 Product Portfolio 15.3.5.3 Financials 15.3.6 Genesys 15.3.6.1 Company Overview 15.3.6.2 Product Portfolio 15.3.7 International Business Machines Corporation 15.3.7.1 Company Overview 15.3.7.2 Product Portfolio 15.3.7.3 Financials 15.3.7.4 SWOT Analysis 15.3.8 NEC Corporation 15.3.8.1 Company Overview 15.3.8.2 Product Portfolio 15.3.8.3 Financials 15.3.8.4 SWOT Analysis Table of Contents

17. 15.3.9 Oracle Corporation 15.3.9.1 Company Overview 15.3.9.2 Product Portfolio 15.3.9.3 Financials 15.3.9.4 SWOT Analysis 15.3.10 SAP SE 15.3.10.1 Company Overview 15.3.10.2 Product Portfolio 15.3.10.3 Financials 15.3.10.4 SWOT Analysis 15.3.11 Unify Inc. (Atos SE) 15.3.11.1 Company Overview 15.3.11.2 Product Portfolio Table of Contents For more information, visit: https://www.imarcgroup.com/contact- center-software-market/toc

18. Partial List of Clients

19. Partial List of Clients

20. Disclaimer © 2024 IMARC All Rights Reserved This Publication and all it’s contents unless otherwise mentioned are copyrighted in the name of International Market Analysis Research and Consulting (IMARC). No part of this publication may be reproduced, repackaged, redistributed or resold in whole or in any part. The publication may also not be used in any form or by and means graphic electronic or mechanical, including photocopying, recording, taping or by information storage or retrieval, or by any other form, without the express consent of International Market Analysis Research and Consulting (IMARC). Disclaimer: All contents and data of this publication, including forecasts, data analysis and opinion have been based on information and sources believed to be accurate and reliable at the time of publishing. International Market Analysis Research and Consulting makes no representation of warranty of any kind as to the accuracy or completeness of any Information provided. IMARC accepts no liability whatsoever for any loss or damage resulting from opinion, errors or inaccuracies if any found this publication. IMARC, IMARC Group and Global Therapy Insight Series are registered trademarks of International Market Analysis Research and Consulting. All other trademarks used in this publication are registered trademarks of their respective companies.

21. Contact Us Visit us at : https://www.imarcgroup.com +1-631-791-1145 sales@imarcgroup.com Stay With Us: