Global Contact Center Software Market - Premium Insight, Competitive News Feed Analysis, Company Usability Profiles, Market Sizing & Forecasts to 2025
1. Preface
- 1.1. Objectives of the Study
- 1.2. Market Segmentation & Coverage
- 1.3. Years Considered for the Study
- 1.4. Currency & Pricing
- 1.5. Language
- 1.6. Stakeholders
2. Research & Forecasting
- 2.1. Research Methodology
- 2.1.1. Research Process
- 2.1.2. Research Framework
- 2.1.3. Research Reliability & Validity
- 2.1.4. Research Assumptions
- 2.2. Forecasting Methodology
- 2.3. Research Outcome
- 2.3.1. Competitive Strategic Window
- 2.3.1.1. Leverage Zone
- 2.3.1.2. Vantage Zone
- 2.3.1.3. Speculative Zone
- 2.3.1.4. Bottleneck Zone
- 2.3.2. FPNV Positioning Matrix
- 2.3.2.1. Quadrants
- 2.3.2.1.1. Forefront
- 2.3.2.1.2. Pathfinders
- 2.3.2.1.3. Niche
- 2.3.2.1.4. Vital
- 2.3.2.2. Business Strategy
- 2.3.2.2.1. Business Growth
- 2.3.2.2.2. Industry Coverage
- 2.3.2.2.3. Financial Viability
- 2.3.2.2.4. Channel Support
- 2.3.2.3. Product Satisfaction
- 2.3.2.3.1. Value for Money
- 2.3.2.3.2. Ease of Use
- 2.3.2.3.3. Product Features
- 2.3.2.3.4. Customer Support
3. Executive Summary
- 3.1. Outlook in the Contact Center Software Market
- 3.2. Opportunities in the Contact Center Software Market
- 3.3. Geographical Analysis in the Contact Center Software Market
4. Premium Insight
- 4.1. Market Connectivity
- 4.2. Market Dynamics
- 4.2.1. Drivers
- 4.2.1.1. Increase penetration of omnichannel communication
- 4.2.1.2. Need to cater to dynamic customer requirements
- 4.2.2. Restraints
- 4.2.2.1. Complicated integration with legacy system
- 4.2.3. Opportunities
- 4.2.3.1. Use of social media by customers
- 4.2.3.2. Advanced technologies such as Artificial Intelligence and analytics
- 4.2.4. Challenges
- 4.2.4.1. Need to redesign contact center business processes to be compliant with new data laws and regulations
- 4.2.4.2. Constant need to train contact center employees due to high attrition rate
- 4.2.1. Drivers
- 4.3. Porter’s Five Forces Analysis
- 4.3.1. Threat of New Entrants
- 4.3.2. Threat of Substitutes
- 4.3.3. Bargaining Power of Customers
- 4.3.4. Bargaining Power of Suppliers
- 4.3.5. Industry Rivalry
- 4.4. Industry Trends
5. Global Contact Center Software Market, by Services
- 5.1. Overview
- 5.2. Market Sizing & Forecasting
- 5.3. Managed Services
- 5.4. Professional Services
6. Global Contact Center Software Market, by Type
- 6.1. Overview
- 6.2. Market Sizing & Forecasting
- 6.3. Inbound
- 6.4. Integration
- 6.5. Omni-channel
- 6.6. Outbound
- 6.7. Reporting and Analytics
- 6.8. Workforce Optimization
7. Global Contact Center Software Market, by Deployment
- 7.1. Overview
- 7.2. Market Sizing & Forecasting
- 7.3. On-Cloud
- 7.4. On-Premises
8. Global Contact Center Software Market, by Verticals
- 8.1. Overview
- 8.2. Market Sizing & Forecasting
- 8.3. Banking, Financial Services, and Insurance
- 8.4. Consumer Goods & Retail
- 8.5. Government
- 8.6. Healthcare
- 8.7. IT and Telecom
- 8.8. Media & Entertainment
- 8.9. Travel & Hospitality
9. Global Contact Center Software Market, by Geography
- 9.1. Americas
- 9.1.1. Overview
- 9.1.2. Market Sizing & Forecasting
- 9.1.3. Argentina
- 9.1.4. Canada
- 9.1.5. Mexico
- 9.1.6. United States
- 9.2. Asia-Pacific
- 9.2.1. Overview
- 9.2.2. Market Sizing & Forecasting
- 9.2.3. Australia
- 9.2.4. China
- 9.2.5. India
- 9.2.6. Japan
- 9.3. Europe, Middle East & Africa
- 9.3.1. Overview
- 9.3.2. Market Sizing & Forecasting
- 9.3.3. France
- 9.3.4. Germany
- 9.3.5. Italy
- 9.3.6. Spain
- 9.3.7. United Kingdom
10. Competitive Landscape
- 10.1. FPNV Positioning Matrix for Global Contact Center Software Market
- 10.2. Market Vendor Ranking Analysis for Global Contact Center Software Market
- 10.3. Competitive News Feed Analysis for Global Contact Center Software Market
11. Company Usability Profiles
- 11.1. 3clogic
- 11.1.1. Overview
- 11.1.2. Strategy
- 11.1.3. SWOT
- 11.2. 8x8
- 11.2.1. Overview
- 11.2.2. Strategy
- 11.2.3. SWOT
- 11.3. Avaya
- 11.3.1. Overview
- 11.3.2. Strategy
- 11.3.3. SWOT
- 11.4. BT
- 11.4.1. Overview
- 11.4.2. Strategy
- 11.4.3. SWOT
- 11.5. Cisco
- 11.5.1. Overview
- 11.5.2. Strategy
- 11.5.3. SWOT
- 11.6. Enghouse Interactive
- 11.6.1. Overview
- 11.6.2. Strategy
- 11.6.3. SWOT
- 11.7. Alcatel-Lucent Enterprise
- 11.8. Ameyo
- 11.9. Aspect Software
- 11.10. Five9
- 11.11. Genesys
- 11.12. Huawei Technologies
- 11.13. IBM Corporation
- 11.14. Mitel
- 11.15. NEC
- 11.16. Nice
- 11.17. Oracle Corporation
- 11.18. Ring Central
- 11.19. SAP SE
12. Appendix
- 12.1. Discussion Guide
- 12.2. Top Reports
- 12.2.1. Global Wireless Display Market - Premium Insight, Competitive News Feed Analysis, Company Usability Profiles, Market Sizing & Forecasts to 2025
- 12.2.2. Global Smart TV Market - Premium Insight, Competitive News Feed Analysis, Company Usability Profiles, Market Sizing & Forecasts to 2025
- 12.2.3. Global Head-Up Display Market - Premium Insight, Competitive News Feed Analysis, Company Usability Profiles, Market Sizing & Forecasts to 2025
- 12.2.4. Global Fall Detection System Market - Premium Insight, Competitive News Feed Analysis, Company Usability Profiles, Market Sizing & Forecasts to 2025
- 2.3.1. Competitive Strategic Window
The Global Contact Center Software Market is expected to grow from USD 17,698.87 Million in 2018 to USD 39,896.73 Million by the end of 2025 at a Compound Annual Growth Rate (CAGR) of 12.31%.
"IBM Corporation, Oracle Corporation, and Genesys are placed in forefront due to their excellence in business strategy and product satisfaction"
The positioning of the Global Contact Center Software Market vendors in FPNV Positioning Matrix are determined by Business Strategy (Business Growth, Industry Coverage, Financial Viability, and Channel Support) and Product Satisfaction (Value for Money, Ease of Use, Product Features, and Customer Support) and placed into four quadrants (F: Forefront, P: Pathfinders, N: Niche, and V: Vital).
The report deeply explores the recent significant developments by the leading vendors and innovation profiles in the Global Contact Center Software Market including are 3clogic, 8x8, Avaya, BT, Cisco, Enghouse Interactive, Alcatel-Lucent Enterprise, Ameyo, Aspect Software, Five9, Genesys, Huawei Technologies, IBM Corporation, Mitel, NEC, Nice, Oracle Corporation, Ring Central, and SAP SE.
On the basis of Services, the Global Contact Center Software Market is studied across Managed Services and Professional Services.
On the basis of Type, the Global Contact Center Software Market is studied across Inbound, Integration, Omni-channel, Outbound, Reporting and Analytics, and Workforce Optimization.
On the basis of Deployment, the Global Contact Center Software Market is studied across On-Cloud and On-Premises.
On the basis of Verticals, the Global Contact Center Software Market is studied across Banking, Financial Services, and Insurance, Consumer Goods & Retail, Government, Healthcare, IT and Telecom, Media & Entertainment, and Travel & Hospitality.
For the detailed coverage of the study, the market has been geographically divided into the Americas, Asia-Pacific, and Europe, Middle East & Africa. The report provides details of qualitative and quantitative insights about the major countries in the region and taps the major regional developments in detail.
In the report, we have covered two proprietary models, the FPNV Positioning Matrix and Competitive Strategic Window. The FPNV Positioning Matrix analyses the competitive market place for the players in terms of product satisfaction and business strategy they adopt to sustain in the market. The Competitive Strategic Window analyses the competitive landscape in terms of markets, applications, and geographies. The Competitive Strategic Window helps the vendor define an alignment or fit between their capabilities and opportunities for future growth prospects. During a forecast period, it defines the optimal or favorable fit for the vendors to adopt successive merger and acquisitions strategies, geography expansion, research & development, new product introduction strategies to execute further business expansion and growth.
Research Methodology:
Our market forecasting is based on a market model derived from market connectivity, dynamics, and identified influential factors around which assumptions about the market are made. These assumptions are enlightened by fact-bases, put by primary and secondary research instruments, regressive analysis and an extensive connect with industry people. Market forecasting derived from in-depth understanding attained from future market spending patterns provides quantified insight to support your decision-making process. The interview is recorded, and the information gathered in put on the drawing board with the information collected through secondary research.
The report provides insights on the following pointers:
1. Market Penetration: Provides comprehensive information on Contact Center Software offered by the key players in the Global Contact Center Software Market
2. Product Development & Innovation: Provides intelligent insights on future technologies, R&D activities, and new product developments in the Global Contact Center Software Market
3. Market Development: Provides in-depth information about lucrative emerging markets and analyzes the markets for the Global Contact Center Software Market
4. Market Diversification: Provides detailed information about new products launches, untapped geographies, recent developments, and investments in the Global Contact Center Software Market
5. Competitive Assessment & Intelligence: Provides an exhaustive assessment of market shares, strategies, products, and manufacturing capabilities of the leading players in the Global Contact Center Software Market
The report answers questions such as:
1. What is the market size of Contact Center Software market in the Global?
2. What are the factors that affect the growth in the Global Contact Center Software Market over the forecast period?
3. What is the competitive position in the Global Contact Center Software Market?
4. Which are the best product areas to be invested in over the forecast period in the Global Contact Center Software Market?
5. What are the opportunities in the Global Contact Center Software Market?
6. What are the modes of entering the Global Contact Center Software Market?