Title: Contact Center Software Market Size, Share, Demand, Report, Forecast 2024-2032
1Global Contact Center Software Market Research
and Forecast Report 2024-2032
2023 IMARC All Rights Reserved
2About IMARC Group
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3Report Highlight and Description
- 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. - 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
4Report 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 (RD) 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
5Report Segmentation
- Breakup by Component
- Solution
- Automatic Call Distribution (ACD)
- Call Recording
- Computer Telephony Integration (CTI)
- Customer Collaboration
- Dialer
- Interactive Voice Responses (IVR)
- Others
- Service
- Integration and Deployment
- Support and Maintenance
- Training and Consulting
- Managed Services
6Report Segmentation
- Breakup by Deployment Mode
- On-premises
- Cloud-based
- Breakup by Enterprise Size
- Large Enterprise
- Small and Medium Enterprise
- Breakup by End Use
- BFSI
- Consumer Goods and Retail
- Government
- Healthcare
- IT and Telecom
- Travel and Hospitality
- Others
7Report Segmentation
- Breakup by Region
- 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
8Competitive Landscape
- Aspect Software
- Avaya Inc.
- Cisco Systems Inc.
- Enghouse Interactive Inc.
- Five9 Inc.
- Genesys
- International Business Machines Corporation
- NEC Corporation
- Oracle Corporation
- SAP SE
- Unify Inc. (Atos SE)
9Key Questions Answered in the Report
10Key Questions Answered in the Report
11Key Questions Answered in the Report
12Table of Contents
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
13Table of Contents
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
9.3.2 Market Forecast
14Table of Contents
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
10.2.4.1 Market Trends
15Table of Contents
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
10.3.7.1 Market Trends 10.3.7.2 Market
Forecast
16Table of Contents
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 15.1
Market Structure 15.2 Key Players
17Table of Contents
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 15.3.9 Oracle Corporation
18Table of Contents
- 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
- For more information, visit https//www.imarcgrou
p.com/contact-center-software-market/toc
19Partial List of Clients
20Partial List of Clients
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