The report classifies the global “contact centre software“ market on the bases of deployment, organization size, component size, by vertical, and by geography. In terms of deployment, the market is further grouped into on-premise and cloud. On the bases of organization size, the market is classified into small, medium, and large enterprises. By component, the market is segmented into solutions and services.
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The global Contact Centre Software market is likely to gain momentum from a rise in omnichannel communication. Recently, Fortune Business Insights has published a report, titled “Contact Centre Software Market: Global Market Analysis, Insights and Forecast, 2019-2026”. As per the report, in 2018, the global contact centre software market was valued at USD 16,750.7 Mn. The market is expected to progress at an astounding CAGR of 14.62% and reach USD 48,010.0 Mn by the end of 2026. The report also states that demand for contact centres is increasing day by day. This is anticipated to be one of the major drivers for the growth of the global contact centre software market.
- Alcatel-Lucent Enterprise
- Huawei Technologies Co. Ltd
- Avaya Inc.
- Mitel Corporation
- Enghouse Interactive Inc.
- Nice Systems Ltd
- Cisco Systems
- SAP SE
- Microsoft Corporation
- NEC Corporation
- Five9 Inc
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Redefined Content Value Likely to Boost the Growth of the Global Market
Contact centres are used to manage customer service, telemarketing, accounting, debt collection, and other associated operations. They are often operated by external businesses. Recently, numerous efficient channels of communications are available for usage. This has resulted in the evolution of customer preferences and redefined content value.
All these factors are projected to increase the adoption of contact centre software solutions across the globe. Furthermore, competition has also increased in the market. This has caused the organizations to retain a coherent and stable relationship with the customers and safeguard customer loyalty.
1. By Component
- Interactive voice response(IVR)
- Automatic Call Distribution
- Computer Telephony Integration (CTI)
- Call Recording
- Reporting and Analytics
- Workforce Optimization
- Customer Collaboration
- Training and Education
- Support and Maintenance
2. By Organization Size
- Small & Medium Enterprises (SMEs)
3. By Deployment
4. By Vertical
- Banking, Financial Services, and Insurance
- IT and Telecom
- Consumer Goods and Retail
- Travel and Hospitality
- Media and Entertainment
5. By Geography
- North America (the USA and Canada)
- Europe (UK, Germany, France, Italy, Spain, and Rest of Europe)
- Asia Pacific (Japan, China, India, Australia, Southeast Asia and Rest of Asia Pacific)
- Latin America (Brazil, Mexico and Rest of Latin America)
- Middle East & Africa (South Africa, GCC and Rest of the Middle East & Africa)
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Table of Content
5. Global Contact Center Software Market Analysis, Insights and Forecast, 2015-2026
5.1. Key Findings / Summary
5.2. Market Size Estimates and Forecasts
5.2.1. By Component (Value)
18.104.22.168.1. Interactive Voice Response (IVR)
22.214.171.124.2. Automatic Call Distribution
126.96.36.199.3. Computer Telephony Integration (CTI)
188.8.131.52.4. Call Recording
184.108.40.206.5. Reporting and Analytics
220.127.116.11.7. Workforce Optimization
18.104.22.168.8. Customer Collaboration
22.214.171.124.1. Professional Services
126.96.36.199.1.2. Training and Education
188.8.131.52.1.3. Support and Maintenance
184.108.40.206.2. Managed Services
5.2.2. By Organization Size (Value)
220.127.116.11. Large Enterprises
18.104.22.168. Small and Medium-Sized Enterprises (SMEs)
5.2.3. By Deployment (Value)
5.2.4. By Vertical (Value)
22.214.171.124. Banking, Financial Services, and Insurance (BFSI)
126.96.36.199. IT and Telecom
188.8.131.52. Consumer Goods and Retail
184.108.40.206. Travel and Hospitality
220.127.116.11. Media and Entertainment
5.2.5. By Geography (Value and Volume)
18.104.22.168. North America
22.214.171.124. Asia Pacific
126.96.36.199. Middle East and Africa
188.8.131.52. Latin America
6. North America Contact Center Software Market Analysis, Insights and Forecast, 2015-2026
6.1. Key Findings / Summary
6.2. Market Size Estimates and Forecasts
6.2.1. By Component (Value)
184.108.40.206.1. Interactive Voice Response (IVR)
220.127.116.11.2. Automatic Call Distribution
18.104.22.168.3. Computer Telephony Integration (CTI)
22.214.171.124.4. Call Recording
126.96.36.199.5. Reporting and Analytics
188.8.131.52.7. Workforce Optimization
184.108.40.206.8. Customer Collaboration
220.127.116.11.1. Professional Services
18.104.22.168.1.2. Training and Education
22.214.171.124.1.3. Support and Maintenance
126.96.36.199.2. Managed Services
6.2.2. By Organization Size (Value)
188.8.131.52. Large Enterprises
184.108.40.206. Small and Medium-Sized Enterprises (SMEs)
6.2.3. By Deployment (Value)
6.2.4. By Vertical (Value)
220.127.116.11. Banking, Financial Services, and Insurance (BFSI)
18.104.22.168. IT and Telecom
An Overview of the Impact of COVID-19 on this Market:
The emergence of COVID-19 has brought the world to a standstill. We understand that this health crisis has brought an unprecedented impact on businesses across industries. However, this too shall pass. Rising support from governments and several companies can help in the fight against this highly contagious disease. There are some industries that are struggling and some are thriving. Overall, almost every sector is anticipated to be impacted by the pandemic.
We are taking continuous efforts to help your business sustain and grow during COVID-19 pandemics. Based on our experience and expertise, we will offer you an impact analysis of coronavirus outbreak across industries to help you prepare for the future.
Click here to get the short-term and long-term impact of COVID-19 on this Market.
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