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TMCNet:  Contact Center Software Market 2018-2023: Worldwide Analysis by Solution, Service, Deployment Type, Organization Size, Vertical, and Region

[August 03, 2018]

Contact Center Software Market 2018-2023: Worldwide Analysis by Solution, Service, Deployment Type, Organization Size, Vertical, and Region

DUBLIN, Aug 3, 2018 /PRNewswire/ --

The "Contact Center Software Market by Solution, Service, Deployment Type, Organization Size, Vertical, and Region - Global Forecast to 2023" report has been added to's offering.

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The contact center software market is expected to grow from USD 17.65 billion in 2018 to USD 35.32 billion by 2023, at a Compound Annual Growth Rate (CAGR) of 14.9% during the forecast period.

Increasing use of contact center solutions among organizations to offer customers with enhanced experience through multiple channels including the voice, video, web, mobile, and social media is one of the major growth factors for the market. The contact center software offers competitive advantages by increasing productivity of organizations through the automation of inbound and outbound operations of contact center.

However, difficulty in integrating new age digital contact center solutions with existing legacy systems of organizations may restrain the growth of contact center software market.

Professional services are a major service type in the contact center software market. Professional services include integration and implementation, consulting, and training and support for contact center software. The managed services type is expected to record a higher adoption rate than professional services.

Major industry verticals, such as banking, financial services, and insurance (BFSI); consumer goods and retail; healthcare; IT and telecom; and travel and hospitality, are increasingly adopt contact center software and services. The retail and consumer goods industry vertical is expected to grow at the highest rate in the global market during the forecast period.

North America is expected to hold the largest market size and dominate the global contact center software market from 2018 to 2023. This is mainly due to the high focus on innovations obtained from research and development and technology adoption, especially in the developed economies of North America. The high adoption rate of cloud, mobile, analytics, and social media among enterprise across industry verticals is expected to help contact center market to grow in North America.

APAC is expected to be the fastest-growing region in the global contact center software market, owing to the presence of considerable number of SMEs and a broad customer base in the region.

Major vendors have adopted different types of organic and inorganic growth strategies, such as new product launches, partnerships and collaborations, and mergers and acquisitions to expand their offerings in the global contact center software market.

Key Topics Covered

1 Introduction
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.4 Years Considered for the Study
1.5 Currency
1.6 Stakeholders

2 Research Methodology
2.1 Research Data
2.1.1 Secondary Data
2.1.2 Primary Data Breakdown of Primaries Key Industry Insights
2.2 Market Size Estimation
2.3 Research Assumptions and Limitations
2.4 Limitations

3 Executive Summary

4 Premium Insights
4.1 Attractive Market Opportunities in the Contact Center Software Market
4.2 Market By Component
4.3 Market By Software
4.4 Market By Service
4.5 Market By Deployment Type
4.6 Market By Organization Size
4.7 Market By Vertical and Region

5 Market Overview and Industry Trends
5.1 Introduction
5.2 Market Dynamics
5.2.1 Drivers Rise in Omnichannel Communication Growing Need to Cater to Dynamic Customer Requirements
5.2.2 Restraints Difficult to Integrate With Legacy Systems
5.2.3 Opportunities Rise in the Use of Social Media By Customers Advancements in Technologies Such as Artificial Intelligence and Analytics
5.2.4 Challenges Need to Redesign Contact Center Business Processes to Be Compliant With New Data Laws and Regulations Constant Need to Train Contact Center Employees Due to High Attrition Rate
5.3 Industry Trends
5.3.1 Use Cases Use Case #1 Use Case #2

6 Contact Center Software Market, By Component
6.1 Introduction
6.2 Software
6.2.1 Intelligent Call Routing
6.2.2 Workforce Optimization
6.2.3 Reporting and Analytics
6.2.4 Intelligent Virtual Assistants
6.2.5 Security Fraud Management Network Security Others
6.2.6 Dialer Preview Dialer Progressive Dialer Predictive Dialer
6.2.7 Customer Collaboration
6.2.8 Automatic Call Distribution
6.2.9 Computer Telephony Integration
6.2.10 Call Recording
6.2.11 Interactive Voice Response
6.2.12 Others
6.3 Services
6.3.1 Professional Services Integration and Implementation Consulting Training and Support
6.3.2 Managed Services

7 Contact Center Software Market, By Deployment Type
7.1 Introduction
7.2 Cloud
7.3 On-Premises

8 Market By Organization Size
8.1 Introduction
8.2 Large Enterprises
8.3 Small and Medium-Sized Enterprises

9 Contact Center Software Market, By Vertical
9.1 Introduction
9.2 Banking, Financial Services, and Insurance
9.3 Consumer Goods and Retail
9.4 Healthcare
9.5 IT and Telecom
9.6 Government
9.7 Travel and Hospitality
9.8 Media and Entertainment
9.9 Others

10 Contact Center Software Market, By Region
10.1 Introduction
10.2 North America
10.2.1 United States
10.2.2 Canada
10.3 Europe
10.3.1 United Kingdom
10.3.2 Germany
10.3.3 France
10.3.4 Rest of Europe
10.4 Asia Pacific
10.4.1 China
10.4.2 Japan
10.4.3 Australia and New Zealand
10.4.4 Rest of Asia Pacific
10.5 Middle East and Africa
10.5.1 Kingdom of Saudi Arabia
10.5.2 United Arab Emirates
10.5.3 South Africa
10.5.4 Rest of Middle East and Africa
10.6 Latin America
10.6.1 Brazil
10.6.2 Mexico
10.6.3 Rest of Latin America

11 Competitive Landscape
11.1 Overview
11.2 Competitive Scenario
11.2.1 New Product Launches/Service Launches/Upgradations
11.2.2 Mergers and Acquisitions
11.2.3 Business Expansions
11.2.4 Partnerships, Agreements, and Collaborations

12 Company Profiles
12.1 Introduction
12.2 3clogic
12.3 8x8
12.4 Alcatel-Lucent Enterprise
12.5 Ameyo (Drishti-Soft)
12.6 Aspect Software
12.7 Avaya
12.8 BT
12.9 Cisco
12.10 Enghouse Interactive
12.11 Five9
12.12 Genesys
12.13 Huawei Technologies
12.14 IBM
12.15 Mitel
12.16 NEC
12.17 Nice
12.18 Oracle
12.19 Ring Central
12.20 SAP
12.21 Unify
12.22 Verizon
12.23 Vocalcom
12.24 West Corporation
12.25 Zendesk
12.26 ZTE
12.27 Key Innovators
12.27.1 Fenero
12.27.2 Solgari
12.27.3 Topdown

For more information about this report visit

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