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Contact Center Software Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2021-2026

Market Overview:

The global contact center software market exhibited strong growth during 2015-2020. Looking forward, IMARC Group expects the market to grow at a CAGR of 20.3% during 2021-2026. Keeping in mind the uncertainties of COVID-19, we are continuously tracking and evaluating the direct as well as the indirect influence of the pandemic on different end use industries. These insights are included in the report as a major market contributor. 

Contact center software is a telecommunication system used by organizations to communicate with their customers and optimize inbound and outbound operations. It enables smooth interactions through numerous channels, including video, voice, live web chats, chatbot conversations, mobile applications and social media. The software also offers real-time call monitoring, analysis and reporting through a centralized platform. It is commonly available in on-premises, hosted and cloud-based or virtual variants and is widely used by uni- and multi-channel call centers. It is also highly cost-effective and provides enhanced visibility and operational control to the enterprises.

Significant growth in the telecommunications industry across the globe, along with the increasing requirement for business process automation solutions, is one of the key factors creating a positive outlook for the market. Furthermore, widespread product adoption across various industries, including healthcare, information technology (IT), retail, banking, financial services and insurance (BFSI), media and education, is providing a thrust to the market growth. Contact center software is extensively used for workforce optimization, virtual communications, interactive voice response, fraud management, reporting and analytics and maintaining network security. Additionally, various technological advancements, such as the integration of the Internet of Things (IoT), artificial intelligence (AI), machine learning (ML), big data and cloud computing solutions, with the contact center software to cater to the dynamic consumer requirements, are contributing to the market growth. Other factors, including increasing utilization of call centers services by large- and medium-sized organizations, especially in the developing economies, along with extensive research and development (R&D) activities, are anticipated to drive the market toward growth.

Key Market Segmentation:

IMARC Group provides an analysis of the key trends in each sub-segment of the global contact center software market report, along with forecasts for growth at the global, regional and country level from 2021-2026. Our report has categorized the market based on region, component, deployment mode, enterprise size and end use.

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
       

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
     

Breakup by Region:

  • North America
    • United States
    • Canada
  • Asia-Pacific
    • China
    • Japan
    • India
    • South Korea
    • Australia
    • Indonesia
    • Others
  • Europe
    • Germany
    • France
    • United Kingdom
    • Italy
    • Spain
    • Russia
    • Others
  • Latin America
    • Brazil
    • Mexico
    • Others
  • Middle East and Africa
     

Competitive Landscape:

The competitive landscape of the industry has also been examined along with the profiles of the key players being Aspect Software, Avaya Inc., Cisco Systems Inc., Enghouse Interactive Inc., Five9 Inc., Genesys, International Business Machines Corporation, NEC Corporation, Oracle Corporation, SAP SE and Unify Inc. (Atos SE).

Key Questions Answered in This Report:

  • How has the global contact center software market performed so far and how will it perform in the coming years?
  • What has been the impact of COVID-19 on the global contact center software market?
  • What are the key regional markets?
  • What is the breakup of the market based on the component?
  • What is the breakup of the market based on the deployment mode?
  • What is the breakup of the market based on the enterprise size?
  • What is the breakup of the market based on the end use?
  • What are the various stages in the value chain of the industry?
  • What are the key driving factors and challenges in the industry?
  • What is the structure of the global contact center software market and who are the key players?
  • What is the degree of competition in the industry?

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
    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
    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
           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
    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
    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
           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

List of Figures

Figure 1: Global: Contact Center Software Market: Major Drivers and Challenges
Figure 2: Global: Contact Center Software Market: Sales Value (in Billion US$), 2015-2020
Figure 3: Global: Contact Center Software Market Forecast: Sales Value (in Billion US$), 2021-2026
Figure 4: Global: Contact Center Software Market: Breakup by Component (in %), 2020
Figure 5: Global: Contact Center Software Market: Breakup by Deployment Mode (in %), 2020
Figure 6: Global: Contact Center Software Market: Breakup by Enterprise Size (in %), 2020
Figure 7: Global: Contact Center Software Market: Breakup by End Use (in %), 2020
Figure 8: Global: Contact Center Software Market: Breakup by Region (in %), 2020
Figure 9: Global: Contact Center Software (Solution) Market: Sales Value (in Million US$), 2015 & 2020
Figure 10: Global: Contact Center Software (Solution) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 11: Global: Contact Center Software (Service) Market: Sales Value (in Million US$), 2015 & 2020
Figure 12: Global: Contact Center Software (Service) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 13: Global: Contact Center Software (On-premises) Market: Sales Value (in Million US$), 2015 & 2020
Figure 14: Global: Contact Center Software (On-premises) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 15: Global: Contact Center Software (Cloud-based) Market: Sales Value (in Million US$), 2015 & 2020
Figure 16: Global: Contact Center Software (Cloud-based) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 17: Global: Contact Center Software (Large Enterprise) Market: Sales Value (in Million US$), 2015 & 2020
Figure 18: Global: Contact Center Software (Large Enterprise) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 19: Global: Contact Center Software (Small and Medium Enterprise) Market: Sales Value (in Million US$), 2015 & 2020
Figure 20: Global: Contact Center Software (Small and Medium Enterprise) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 21: Global: Contact Center Software (BFSI) Market: Sales Value (in Million US$), 2015 & 2020
Figure 22: Global: Contact Center Software (BFSI) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 23: Global: Contact Center Software (Consumer Goods and Retail) Market: Sales Value (in Million US$), 2015 & 2020
Figure 24: Global: Contact Center Software (Consumer Goods and Retail) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 25: Global: Contact Center Software (Government) Market: Sales Value (in Million US$), 2015 & 2020
Figure 26: Global: Contact Center Software (Government) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 27: Global: Contact Center Software (Healthcare) Market: Sales Value (in Million US$), 2015 & 2020
Figure 28: Global: Contact Center Software (Healthcare) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 29: Global: Contact Center Software (IT and Telecom) Market: Sales Value (in Million US$), 2015 & 2020
Figure 30: Global: Contact Center Software (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 31: Global: Contact Center Software (Travel and Hospitality) Market: Sales Value (in Million US$), 2015 & 2020
Figure 32: Global: Contact Center Software (Travel and Hospitality) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 33: Global: Contact Center Software (Other End Uses) Market: Sales Value (in Million US$), 2015 & 2020
Figure 34: Global: Contact Center Software (Other End Uses) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 35: North America: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 36: North America: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 37: United States: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 38: United States: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 39: Canada: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 40: Canada: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 41: Asia-Pacific: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 42: Asia-Pacific: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 43: China: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 44: China: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 45: Japan: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 46: Japan: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 47: India: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 48: India: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 49: South Korea: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 50: South Korea: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 51: Australia: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 52: Australia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 53: Indonesia: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 54: Indonesia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 55: Others: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 56: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 57: Europe: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 58: Europe: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 59: Germany: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 60: Germany: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 61: France: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 62: France: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 63: United Kingdom: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 64: United Kingdom: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 65: Italy: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 66: Italy: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 67: Spain: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 68: Spain: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 69: Russia: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 70: Russia: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 71: Others: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 72: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 73: Latin America: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 74: Latin America: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 75: Brazil: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 76: Brazil: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 77: Mexico: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 78: Mexico: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 79: Others: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 80: Others: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 81: Middle East and Africa: Contact Center Software Market: Sales Value (in Million US$), 2015 & 2020
Figure 82: Middle East and Africa: Contact Center Software Market: Breakup by Country (in %), 2020
Figure 83: Middle East and Africa: Contact Center Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 84: Global: Contact Center Software Industry: SWOT Analysis
Figure 85: Global: Contact Center Software Industry: Value Chain Analysis
Figure 86: Global: Contact Center Software Industry: Porter's Five Forces Analysis

List of Tables

Table 1: Global: Contact Center Software Market: Key Industry Highlights, 2020 and 2026
Table 2: Global: Contact Center Software Market Forecast: Breakup by Component (in Million US$), 2021-2026
Table 3: Global: Contact Center Software Market Forecast: Breakup by Deployment Mode (in Million US$), 2021-2026
Table 4: Global: Contact Center Software Market Forecast: Breakup by Enterprise Size (in Million US$), 2021-2026
Table 5: Global: Contact Center Software Market Forecast: Breakup by End Use (in Million US$), 2021-2026
Table 6: Global: Contact Center Software Market Forecast: Breakup by Region (in Million US$), 2021-2026
Table 7: Global: Contact Center Software Market: Competitive Structure
Table 8: Global: Contact Center Software Market: Key Players

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