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Contact Center Software Market Size, Share, Growth and Global Industry Analysis By Type & Application, Regional Insights and Forecast to 2024-2032

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from $4,850 160 Pages Fortune Business Insights Pvt. Ltd. April, 2024 FOB18772820
Best Price Guarantee
Price from $4,850
Length 160 Pages
Publisher Fortune Business Insights Pvt. Ltd.
Published Date April, 2024
SKU FOB18772820

Contact Center Software Market Size, Share, Growth and Global Industry Analysis By Type & Application, Regional Insights and Forecast to 2024-2032



Growth Factors of Contact Center Software Market


The contact center software market size was valued at USD 42.47 billion in 2023, and the market is now projected to grow from USD 52.17 billion in 2024 to USD 218.31 billion by 2032, exhibiting a CAGR of 19.6% during the forecast period of 2024-2032.

The COVID-19 pandemic created significant opportunities for the market due to the rise in remote work and the adoption of work-from-home policies. It contributed to a range of sectors. Due to unexpected behavioral changes, companies moved to cloud software to provide quick solutions, impeding the rise of contact center software market growth.

The demand for contact center software has risen due to the increased demand for personalized communication that modernizes operations and delivers cost-effective services, fueling the expansion of omnichannel services resulting into the expansion of contact center software market share globally. These customer-tailored services assist in maintaining strong customer relationships by developing client trust.

Additionally, there is improved efficiency due to the integration of Artificial Intelligence (AI). it analyses customer behavior and provides real-time insights. The AI-enabled chatbots offer speedy services and minimize waiting time.

Comprehensive Analysis of Contact Center Software Market

The contact center software market is rising at an exponential rate due to its market segmentation. This market expansion effectively provides a detailed regional assessments considering the dominant supply and demand forces that impact the software industry. These segmentations are methodically segregated by component, by deployment of the software, by use in the enterprise, and by vertical analysis. The components include solutions and services. On the basis of deployment, it can be segmented into cloud and on-premise. The enterprise segment includes large and small & medium enterprises. However, the end users such as BFSI, IT and telecom, government, media and entertainment, ITES, healthcare, travel and hospitality, consumer goods and retail, and others.

The North America region lead the contact center software market by benefitting a market size of USD 12.11 billion in 2023d due to innovative technologies and the emergence of real-time solutions.

The top players in the market play a crucial role in the software industry assuring industrial prospectus growth and setting market standards. These players include, Alcatel Lucent Enterprise (France), NEC Corporation (Japan), Mitel Networks Corporation ((Canada), Bright Pattern, Inc. (U.S), Enghouse Interactive Inc. (U.S), Five9 (U.S), 8x8 Inc. (U.S), 3CLogic (U.S), Genesys Telecommunication Laboratories Inc. (U.S), NICE ltd. (Israel). These market players provide a level-playing competitive landscape.

October 2023: Bharti Airtel, an Indian telecommunication service provider, introduced Airtel CCaaS. It is an omnichannel cloud platform that provides a unified solution to enterprises for contact center needs.

Segmentation Table

Attribute Details

Study Period 2019-2032

Base Year 2023

Estimated Year 2024

Forecast Period 2024-2032

Historical Period 2019-2022

Growth RateCAGR of 19.6% from 2024 to 2032

Unit Value (USD Billion)

Segmentation By Component

Solution

-Interactive Voice Response (IVR)

-Automatic Call Distribution

-Computer Telephony Integration (CTI)

-Call Recording

-Reporting and Analytics

-Dialer

-Workforce Optimization

-Customer Collaboration

-Others

Services

-Professional Services

 Consulting Services

 Training and Education

 Support and Maintenance

-Managed Services

By Deployment

Cloud

On-premise

By Enterprise Type

Small & Medium Enterprises

Large Enterprises

By Vertical

Banking, Financial Services and Insurance (BFSI)

ITES

IT and Telecom

Government

Healthcare

Consumer Goods and Retail

Travel and Hospitality

Media and Entertainment

Others

By Region

North America (By Component, By Deployment, By Enterprise Type, By Vertical, By Region)

-U.S. (By Vertical)

-Canada (By Vertical)

Europe (By Component, By Deployment, By Enterprise Type, By Vertical, By Region)

-U.K. (By Vertical)

-Germany (By Vertical)

-France (By Vertical)

-Spain (By Vertical)

-Rest of Europe

Asia Pacific (By Component, By Deployment, By Enterprise Type, By Vertical, By Region)

-China (By Vertical)

-Japan (By Vertical)

-India (By Vertical)

-Southeast Asia (By Vertical)

-Rest of Asia Pacific

Middle East & Africa (By Component, By Deployment, By Enterprise Type, By Vertical, By Region)

-GCC (By Vertical)

-South Africa (By Vertical)

-Rest of the Middle East & Africa

Latin America (By Component, By Deployment, By Enterprise Type, By Vertical, By Region)

-Mexico (By Vertical)

-Brazil (By Vertical)

-Rest of Latin America


1. Introduction
1.1. Definition, By Segment
1.2. Research Methodology/Approach
1.3. Data Sources
2. Executive Summary
3. Market Dynamics
3.1. Macro and Micro Economic Indicators
3.2. Drivers, Restraints, Opportunities and Trends
4. Competition Landscape
4.1. Business Strategies Adopted by Key Players
4.2. Consolidated SWOT Analysis of Key Players
4.3. Global Contact Center Software Key Players Market Share/Ranking, 2023
5. Global Contact Center Software Market Size Estimates and Forecasts, By Segments, 2019-2032
5.1. Key Findings
5.2. By Component (USD)
5.2.1. Solution
5.2.1.1. Interactive Voice Response (IVR)
5.2.1.2. Automatic Call Distribution
5.2.1.3. Computer Telephony Integration (CTI)
5.2.1.4. Call Recording
5.2.1.5. Reporting and Analytics
5.2.1.6. Dialer
5.2.1.7. Workforce Optimization
5.2.1.8. Customer Collaboration
5.2.1.9. Others
5.2.2. Services
5.2.2.1. Professional Services
5.2.2.1.1. Consulting
5.2.2.1.2. Training & Education
5.2.2.1.3. Support & Maintenance
5.2.2.2. Managed Services
5.3. By Deployment (USD)
5.3.1. Cloud
5.3.2. On-Premise
5.4. By Enterprise Type (USD)
5.4.1. Small & Medium Enterprises
5.4.2. Large Enterprises
5.5. By Vertical (USD)
5.5.1. Banking, Financial Services, and Insurance
5.5.2. ITES
5.5.3. IT and Telecom
5.5.4. Government
5.5.5. Healthcare
5.5.6. Consumer Goods and Retail
5.5.7. Travel and Hospitality
5.5.8. Media and Entertainment
5.5.9. Others
5.6. By Region (USD)
5.6.1. North America
5.6.2. Europe
5.6.3. Asia Pacific
5.6.4. Middle East & Africa
5.6.5. Latin America
6. North America Contact Center Software Market Size Estimates and Forecasts, By Segments, 2019-2032
6.1. Key Findings
6.2. By Component (USD)
6.2.1. Solution
6.2.1.1. Interactive Voice Response (IVR)
6.2.1.2. Automatic Call Distribution
6.2.1.3. Computer Telephony Integration (CTI)
6.2.1.4. Call Recording
6.2.1.5. Reporting and Analytics
6.2.1.6. Dialer
6.2.1.7. Workforce Optimization
6.2.1.8. Customer Collaboration
6.2.1.9. Others
6.2.2. Services
6.2.2.1. Professional Services
6.2.2.1.1. Consulting
6.2.2.1.2. Training & Education
6.2.2.1.3. Support & Maintenance
6.2.2.2. Managed Services
6.3. By Deployment (USD)
6.3.1. Cloud
6.3.2. On-Premise
6.4. By Enterprise Type (USD)
6.4.1. Small & Medium Enterprises
6.4.2. Large Enterprises
6.5. By Vertical (USD)
6.5.1. Banking, Financial Services, and Insurance
6.5.2. ITES
6.5.3. IT and Telecom
6.5.4. Government
6.5.5. Healthcare
6.5.6. Consumer Goods and Retail
6.5.7. Travel and Hospitality
6.5.8. Media and Entertainment
6.5.9. Others
6.6. By Country (USD)
6.6.1. United States
6.6.1.1. By Vertical
6.6.2. Canada
6.6.2.1. By Vertical
7. Europe Contact Center Software Market Size Estimates and Forecasts, By Segments, 2019-2032
7.1. Key Findings
7.2. By Component (USD)
7.2.1. Solution
7.2.1.1. Interactive Voice Response (IVR)
7.2.1.2. Automatic Call Distribution
7.2.1.3. Computer Telephony Integration (CTI)
7.2.1.4. Call Recording
7.2.1.5. Reporting and Analytics
7.2.1.6. Dialer
7.2.1.7. Workforce Optimization
7.2.1.8. Customer Collaboration
7.2.1.9. Others
7.2.2. Services
7.2.2.1. Professional Services
7.2.2.1.1. Consulting
7.2.2.1.2. Training & Education
7.2.2.1.3. Support & Maintenance
7.2.2.2. Managed Services
7.3. By Deployment (USD)
7.3.1. Cloud
7.3.2. On-Premise
7.4. By Enterprise Type (USD)
7.4.1. Small & Medium Enterprises
7.4.2. Large Enterprises
7.5. By Vertical (USD)
7.5.1. Banking, Financial Services, and Insurance
7.5.2. ITES
7.5.3. IT and Telecom
7.5.4. Government
7.5.5. Healthcare
7.5.6. Consumer Goods and Retail
7.5.7. Travel and Hospitality
7.5.8. Media and Entertainment
7.5.9. Others
7.6. By Country (USD)
7.6.1. U.K.
7.6.1.1. By Vertical
7.6.2. Germany
7.6.2.1. By Vertical
7.6.3. France
7.6.3.1. By Vertical
7.6.4. Spain
7.6.4.1. By Vertical
7.6.5. Rest of Europe
8. Asia Pacific Contact Center Software Market Size Estimates and Forecasts, By Segments, 2019-2032
8.1. Key Findings
8.2. By Component (USD)
8.2.1. Solution
8.2.1.1. Interactive Voice Response (IVR)
8.2.1.2. Automatic Call Distribution
8.2.1.3. Computer Telephony Integration (CTI)
8.2.1.4. Call Recording
8.2.1.5. Reporting and Analytics
8.2.1.6. Dialer
8.2.1.7. Workforce Optimization
8.2.1.8. Customer Collaboration
8.2.1.9. Others
8.2.2. Services
8.2.2.1. Professional Services
8.2.2.1.1. Consulting
8.2.2.1.2. Training & Education
8.2.2.1.3. Support & Maintenance
8.2.2.2. Managed Services
8.3. By Deployment (USD)
8.3.1. Cloud
8.3.2. On-Premise
8.4. By Enterprise Type (USD)
8.4.1. Small & Medium Enterprises
8.4.2. Large Enterprises
8.5. By Vertical (USD)
8.5.1. Banking, Financial Services, and Insurance
8.5.2. ITES
8.5.3. IT and Telecom
8.5.4. Government
8.5.5. Healthcare
8.5.6. Consumer Goods and Retail
8.5.7. Travel and Hospitality
8.5.8. Media and Entertainment
8.5.9. Others
8.6. By Country (USD)
8.6.1. China
8.6.1.1. By Vertical
8.6.2. Japan
8.6.2.1. By Vertical
8.6.3. India
8.6.3.1. By Vertical
8.6.4. Southeast Asia
8.6.4.1. By Vertical
8.6.5. Rest of Asia Pacific
9. Middle East & Africa Contact Center Software Market Size Estimates and Forecasts, By Segments, 2019-2032
9.1. Key Findings
9.2. By Component (USD)
9.2.1. Solution
9.2.1.1. Interactive Voice Response (IVR)
9.2.1.2. Automatic Call Distribution
9.2.1.3. Computer Telephony Integration (CTI)
9.2.1.4. Call Recording
9.2.1.5. Reporting and Analytics
9.2.1.6. Dialer
9.2.1.7. Workforce Optimization
9.2.1.8. Customer Collaboration
9.2.1.9. Others
9.2.2. Services
9.2.2.1. Professional Services
9.2.2.1.1. Consulting
9.2.2.1.2. Training & Education
9.2.2.1.3. Support & Maintenance
9.2.2.2. Managed Services
9.3. By Deployment (USD)
9.3.1. Cloud
9.3.2. On-Premise
9.4. By Enterprise Type (USD)
9.4.1. Small & Medium Enterprises
9.4.2. Large Enterprises
9.5. By Vertical (USD)
9.5.1. Banking, Financial Services, and Insurance
9.5.2. ITES
9.5.3. IT and Telecom
9.5.4. Government
9.5.5. Healthcare
9.5.6. Consumer Goods and Retail
9.5.7. Travel and Hospitality
9.5.8. Media and Entertainment
9.5.9. Others
9.6. By Country (USD)
9.6.1. GCC
9.6.1.1. By Vertical
9.6.2. South Africa
9.6.2.1. By Vertical
9.6.3. Rest of MEA
10. Latin America Contact Center Software Market Size Estimates and Forecasts, By Segments, 2019-2032
10.1. Key Findings
10.2. By Component (USD)
10.2.1. Solution
10.2.1.1. Interactive Voice Response (IVR)
10.2.1.2. Automatic Call Distribution
10.2.1.3. Computer Telephony Integration (CTI)
10.2.1.4. Call Recording
10.2.1.5. Reporting and Analytics
10.2.1.6. Dialer
10.2.1.7. Workforce Optimization
10.2.1.8. Customer Collaboration
10.2.1.9. Others
10.2.2. Services
10.2.2.1. Professional Services
10.2.2.1.1. Consulting
10.2.2.1.2. Training & Education
10.2.2.1.3. Support & Maintenance
10.2.2.2. Managed Services
10.3. By Deployment (USD)
10.3.1. Cloud
10.3.2. On-Premise
10.4. By Enterprise Type (USD)
10.4.1. Small & Medium Enterprises
10.4.2. Large Enterprises
10.5. By Vertical (USD)
10.5.1. Banking, Financial Services, and Insurance
10.5.2. ITES
10.5.3. IT and Telecom
10.5.4. Government
10.5.5. Healthcare
10.5.6. Consumer Goods and Retail
10.5.7. Travel and Hospitality
10.5.8. Media and Entertainment
10.5.9. Others
10.6. By Country (USD)
10.6.1. Mexico
10.6.1.1. By Vertical
10.6.2. Brazil
10.6.2.1. By Vertical
10.6.3. Rest of Latin America
11. Company Profiles for Top 10 Players (Based on data availability in public domain and/or on paid databases)
11.1. Alcatel Lucent Enterprise
11.1.1. Overview
11.1.1.1. Key Management
11.1.1.2. Headquarters
11.1.1.3. Offerings/Business Segments
11.1.2. Key Details (Key details are consolidated data and not product/service specific)
11.1.2.1. Employee Size
11.1.2.2. Past and Current Revenue
11.1.2.3. Geographical Share
11.1.2.4. Business Segment Share
11.1.2.5. Recent Developments
11.2. NEC Corporation
11.2.1. Overview
11.2.1.1. Key Management
11.2.1.2. Headquarters
11.2.1.3. Offerings/Business Segments
11.2.2. Key Details (Key details are consolidated data and not product/service specific)
11.2.2.1. Employee Size
11.2.2.2. Past and Current Revenue
11.2.2.3. Geographical Share
11.2.2.4. Business Segment Share
11.2.2.5. Recent Developments
11.3. Mitel Networks Corporation
11.3.1. Overview
11.3.1.1. Key Management
11.3.1.2. Headquarters
11.3.1.3. Offerings/Business Segments
11.3.2. Key Details (Key details are consolidated data and not product/service specific)
11.3.2.1. Employee Size
11.3.2.2. Past and Current Revenue
11.3.2.3. Geographical Share
11.3.2.4. Business Segment Share
11.3.2.5. Recent Developments
11.4. Bright Pattern, Inc.
11.4.1. Overview
11.4.1.1. Key Management
11.4.1.2. Headquarters
11.4.1.3. Offerings/Business Segments
11.4.2. Key Details (Key details are consolidated data and not product/service specific)
11.4.2.1. Employee Size
11.4.2.2. Past and Current Revenue
11.4.2.3. Geographical Share
11.4.2.4. Business Segment Share
11.4.2.5. Recent Developments
11.5. Enghouse Interactive Inc.
11.5.1. Overview
11.5.1.1. Key Management
11.5.1.2. Headquarters
11.5.1.3. Offerings/Business Segments
11.5.2. Key Details (Key details are consolidated data and not product/service specific)
11.5.2.1. Employee Size
11.5.2.2. Past and Current Revenue
11.5.2.3. Geographical Share
11.5.2.4. Business Segment Share
11.5.2.5. Recent Developments
11.6. Genesys Telecommunications Laboratories, Inc.
11.6.1. Overview
11.6.1.1. Key Management
11.6.1.2. Headquarters
11.6.1.3. Offerings/Business Segments
11.6.2. Key Details (Key details are consolidated data and not product/service specific)
11.6.2.1. Employee Size
11.6.2.2. Past and Current Revenue
11.6.2.3. Geographical Share
11.6.2.4. Business Segment Share
11.6.2.5. Recent Developments
11.7. Five9
11.7.1. Overview
11.7.1.1. Key Management
11.7.1.2. Headquarters
11.7.1.3. Offerings/Business Segments
11.7.2. Key Details (Key details are consolidated data and not product/service specific)
11.7.2.1. Employee Size
11.7.2.2. Past and Current Revenue
11.7.2.3. Geographical Share
11.7.2.4. Business Segment Share
11.7.2.5. Recent Developments
11.8. 8x8, Inc.
11.8.1. Overview
11.8.1.1. Key Management
11.8.1.2. Headquarters
11.8.1.3. Offerings/Business Segments
11.8.2. Key Details (Key details are consolidated data and not product/service specific)
11.8.2.1. Employee Size
11.8.2.2. Past and Current Revenue
11.8.2.3. Geographical Share
11.8.2.4. Business Segment Share
11.8.2.5. Recent Developments
11.9. NICE Ltd.
11.9.1. Overview
11.9.1.1. Key Management
11.9.1.2. Headquarters
11.9.1.3. Offerings/Business Segments
11.9.2. Key Details (Key details are consolidated data and not product/service specific)
11.9.2.1. Employee Size
11.9.2.2. Past and Current Revenue
11.9.2.3. Geographical Share
11.9.2.4. Business Segment Share
11.9.2.5. Recent Developments
11.10. 3CLogic
11.10.1. Overview
11.10.1.1. Key Management
11.10.1.2. Headquarters
11.10.1.3. Offerings/Business Segments
11.10.2. Key Details (Key details are consolidated data and not product/service specific)
11.10.2.1. Employee Size
11.10.2.2. Past and Current Revenue
11.10.2.3. Geographical Share
11.10.2.4. Business Segment Share
11.10.2.5. Recent Developments

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