Contact Center As A Service (CCaaS) Market Analysis North America, Europe, APAC, South America, Middle East and Africa - US, Canada, Australia, UK, France - Size and Forecast 2024-2028

Published: Oct 2023 Pages: 171 SKU: IRTNTR71415

Contact Center As A Service (CCaaS) Market 2024-2028:

The Contact Center As A Service (CCaaS) Market size is estimated to grow at a CAGR of 16.36% between 2023 and 2028. The market size is forecast to increase by USD 5,232.6 million. The growth of the market depends on several factors, including the increasing adoption of cloud-based offerings, the benefits of CCaaS solutions among end-users, and the growing implementation of CCaaS in the media sector. Contact center as a service (CCaaS) is a software deployment model that allows businesses to purchase only the technology they need and is often vendor-operated to reduce IT, integration, and support costs.

This CCaaS market report extensively covers market segmentation by component (solutions and services), end-user (BFSI, IT and telecom, healthcare, consumer goods and retail, and others), and geography (North America, Europe, APAC, South America, and Middle East and Africa). It also includes an in-depth analysis of drivers, trends, and challenges. Furthermore, the report includes historic market data from 2018 to 2022.

What will be the Size of the CCaaS Market During the Forecast Period?

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CCaaS Market Overview

 Driver

One of the key factors driving the CCaaS market growth is the growing implementation of CCaaS in the media sector. The increasing digital evolution of the media sector, such as the print, radio, and television media, is forcing media enterprises to focus more on the customers of social media channels. As a result, there is an increase in the number of customers preferring the use of digital content through alternatives such as smartphones, tablets, and computers. In addition, several media companies are utilizing customer information to create marketing strategies.

Moreover, companies are using CCaaS to streamline customer information. In addition, CCaaS is used for streamlining sales information and resolving customer issues. Furthermore, CCaaS, coupled with analytics, can analyze customer information and extract data insights about customer issues and requirements. Hence, such factors are positively impacting the contact center as a service market. Therefore, it is expected to drive the market growth during the forecast period.

Trends

A key factor shaping the CCaaS market growth is the growing culture of work-from-home. The spread of the COVID-19 pandemic has forced employees to work from home, which led to organizations investing in IT solutions during the pandemic. However, the large vaccination drives implemented by the governments lifted the lockdown restrictions in 2021, and employees were asked to do work from the office or in hybrid mode.

Moreover, many IT and other firms are still doing work from home or in hybrid mode, which fuels the demand for automated responses by CCaaS solutions, driving the growth of the global CCaaS market. Furthermore, many firms have permanently switched to remote mode, and some are planning to go remote, which is positively impacting the contact center as a service market. Therefore, it is expected to drive the market growth during the forecast period.

Restrain

Integration complexities of CCaaS solutions are one of the key challenges hindering the CCaaS market growth. The implementation of the contact center software is complex and comprises many different components, including automated call distribution, computer telephony integration, workforce management, and IVR.  In addition, the complexity of CCaaS solutions requires efficient IT resources and technical expertise to manage and deploy CCaaS solutions.

Moreover,  it is a significant challenge to integrate contact center software with existing systems, such as customer relationship management (CRM) and ticketing systems. Hence, such factors limit its adoption and can negatively impact the contact center as a service market. Therefore, it is expected to hinder the market growth during the forecast period.

CCaaS Market Segmentation By Component

The solutions segment is estimated to witness significant growth during the forecast period. Factors such as the rising adoption of the contact center as a service by enterprises across industries, such as BFSI and retail, to manage and monitor client inquiries with automated responses. is significantly contributing to the growth of the segment. In addition, the CCaaS solutions provide call distribution, customer collaboration, and interactive responses to handle a large number of inbound calls.

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The solutions segment was the largest segment and was valued at USD 2,586.72 million in 2018. Moreover, based on the pre-established distribution criteria, the CCaaS solutions direct incoming calls to particular agents or departments within an organization. Thus, when the call volume is too high, or the call center workers are busy, it also helps the callers, improving the customer experience. Therefore, the growing organization presence and improved solutions are fuelling the growth of this segment which in turn will drive the market growth during the forecast period.

CCaaS Market Segmentation By End-user

The heavy dependency on CCaaS is fuelling the BFSI segment which will increase the market growth. There is a significant dependence of the BFSI segment on CCaaS solutions to build and maintain customer satisfaction. In addition, CCaaS solutions provide the tools and features needed to handle a variety of customer requests, manage complex transactions, and provide real-time support, ensuring a seamless customer experience.  Moreover, the banking finance services and insurance end-users are often required to sell their products and services through external communication. As a result, the frequent product and service launches in this sector require a tool to handle queries and requests of customers to prove a seamless service. Hence, such factors are fuelling the growth of this segment which in turn will drive the market growth during the forecast period.

Regional Overview

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North America is estimated to contribute 35% to the growth of the global market during the forecast period. Technavio’s analysts have elaborately explained the regional trends and drivers that shape the market during the forecast period. Some of the main factors that are contributing to the contact center as a service (CCaaS) market growth in North America include the use of public cloud services by enterprises and the increased need to analyze customers information.

In addition, the availability of technologically advanced infrastructure and the presence of many cloud service providers (CSPs), such as Microsoft, Salesforce, Oracle, and Adobe are positively impacting the market. Moreover, enterprises in the region are investing in cloud services to implement enterprise applications and streamline business processes. Furthermore, CCaaS solutions enable organizations to spend less on customer contact and pay only for potential leads. Hence, such factors are expected to drive market growth in North America during the forecast period.

In 2020, during the COVID-19 pandemic, the growth of the global CCaaS market witnessed a significant slowdown due to the economic conditions which severely impacted the growth of different end-user industries, such as telecom and IT, BFSI, and retail in North America. However, in 2021, the initiation of large-scale vaccination drives?lifted the lockdown and travel restrictions, which led to the restoration of operations in these end-user industries. Such factors are expected to drive the market during the forecast period.

CCaaS Market Customer Landscape

The CCaaS market report includes the adoption lifecycle of the market, covering from the innovator’s stage to the laggard’s stage. It focuses on adoption rates in different regions based on penetration. Furthermore, the report also includes key purchase criteria and drivers of price sensitivity to help companies evaluate and develop their growth strategies.

Global CCaaS Market Customer Landscape

Who are the Major CCaaS Market Companies?

Companies are implementing various strategies, such as strategic alliances, partnerships, mergers and acquisitions, geographical expansion, and product/service launches, to enhance their presence in the market.

3CLogic Inc: The company offers CCaaS solution namely 3CLogic Cloud Call Center.

8x8 Inc: The company offers CCaaS solution namely 8x8 X Series.

Atos SE: The company offers CCaaS solution namely Cxone through its subsidiary Unify.

The research report also includes detailed analyses of the competitive landscape of the market and information about 20 market companies, including:

  • Alvaria Inc.
  • Avaya LLC
  • Capgemini Service SAS
  • China Huaxin Post and Telecom Technologies Co. Ltd.
  • Cisco Systems Inc.
  • Enghouse Systems Ltd.
  • Evolve IP LLC
  • Five9 Inc.
  • Genesys Telecommunications Laboratories Inc.
  • Serenova LLC
  • Lumen Technologies Inc.
  • Microsoft Corp.
  • Mitel Networks Corp.
  • NICE Ltd.
  • Oracle Corp.
  • RingCentral Inc.
  • SAP SE

Qualitative and quantitative analysis of companies has been conducted to help clients understand the wider business environment as well as the strengths and weaknesses of key market players. Data is qualitatively analyzed to categorize companies as pure play, category-focused, industry-focused, and diversified; it is quantitatively analyzed to categorize companies as dominant, leading, strong, tentative, and weak.

Segment Overview

The CCaaS market report forecasts market growth by revenue at global, regional & country levels and provides an analysis of the latest trends and growth opportunities from 2018 to 2028. 

  • Component Outlook (USD Million, 2018 - 2028)
    • Solutions
    • Services
  • End-user Outlook (USD Million, 2018 - 2028)
    • BFSI
    • IT and telecom
    • Healthcare
    • Consumer goods and retail
    • Others
  • Geography Outlook (USD Million, 2018 - 2028)
    • North America
      • The U.S.
      • Canada
    • Europe
      • The U.K.
      • Germany
      • France
      • Rest of Europe
    • APAC
      • China
      • India
    • South America
      • Chile
      • Argentina
      • Brazil
    • Middle East & Africa
      • Saudi Arabia
      • South Africa
      • Rest of the Middle East & Africa

CCaaS Market Scope

Report Coverage

Details

Page number

171

Base year

2023

Historic period

2018-2022

Forecast period

2024-2028

Growth momentum & CAGR

Accelerate at a CAGR of 16.36%

Market growth 2024-2028

USD 5,232.6 million

Market structure

Fragmented

YoY growth 2023-2024(%)

15.3

Regional analysis

North America, Europe, APAC, South America, and Middle East and Africa

Performing market contribution

North America at 35%

Key countries

US, Canada, Australia, UK, and France

Competitive landscape

 Leading Companies, Market Positioning of Companies, Competitive Strategies, and Industry Risks

Key companies profiled

3CLogic Inc., 8x8 Inc., Alvaria Inc., Atos SE, Avaya LLC, Capgemini Service SAS, China Huaxin Post and Telecom Technologies Co. Ltd., Cisco Systems Inc., Enghouse Systems Ltd., Evolve IP LLC, Five9 Inc., Genesys Telecommunications Laboratories Inc., Serenova LLC, Lumen Technologies Inc., Microsoft Corp., Mitel Networks Corp., NICE Ltd., Oracle Corp., RingCentral Inc., and SAP SE

Market dynamics

Parent market analysis, Market growth inducers and obstacles, Fast-growing and slow-growing segment analysis, COVID-19 impact and recovery analysis and future consumer dynamics, and Market condition analysis for the forecast period.

Customization purview

If our report has not included the data that you are looking for, you can reach out to our analysts and get segments customized.

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What are the Key Data Covered in this CCaaS Market Research Report?

  • CAGR of the market during the forecast period
  • Detailed information on factors that will drive the growth of the market between 2024 and 2028
  • Precise estimation of the market size and its contribution to the market in focus on the parent market
  • Accurate predictions about upcoming trends and changes in consumer behavior
  • Growth of the market across North America, Europe, APAC, South America, and Middle East and Africa
  • A thorough analysis of the market’s competitive landscape and detailed information about companies
  • Comprehensive analysis of factors that will challenge the growth of market companies

We can help! Our analysts can customize this market research report to meet your requirements. 

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1 Executive Summary

  • 1.1 Market overview
    • Exhibit 01: Executive Summary – Chart on Market Overview
    • Exhibit 02: Executive Summary – Data Table on Market Overview
    • Exhibit 03: Executive Summary – Chart on Global Market Characteristics
    • Exhibit 04: Executive Summary – Chart on Market by Geography
    • Exhibit 05: Executive Summary – Chart on Market Segmentation by Component
    • Exhibit 06: Executive Summary – Chart on Market Segmentation by End-user
    • Exhibit 07: Executive Summary – Chart on Incremental Growth
    • Exhibit 08: Executive Summary – Data Table on Incremental Growth
    • Exhibit 09: Executive Summary – Chart on Vendor Market Positioning

2 Market Landscape

  • 2.1 Market ecosystem
    • Exhibit 10: Parent market
    • Exhibit 11: Market Characteristics

3 Market Sizing

  • 3.1 Market definition
    • Exhibit 12: Offerings of vendors included in the market definition
  • 3.2 Market segment analysis
    • Exhibit 13: Market segments
  • 3.3 Market size 2023
    • 3.4 Market outlook: Forecast for 2023-2028
      • Exhibit 14: Chart on Global - Market size and forecast 2023-2028 ($ million)
      • Exhibit 15: Data Table on Global - Market size and forecast 2023-2028 ($ million)
      • Exhibit 16: Chart on Global Market: Year-over-year growth 2023-2028 (%)
      • Exhibit 17: Data Table on Global Market: Year-over-year growth 2023-2028 (%)

    4 Historic Market Size

    • 4.1 Global CCaaS market 2018 - 2022
      • Exhibit 18: Historic Market Size – Data Table on global ccaas market 2018 - 2022 ($ million)
    • 4.2 Component Segment Analysis 2018 - 2022
      • Exhibit 19: Historic Market Size – Component Segment 2018 - 2022 ($ million)
    • 4.3 End-user Segment Analysis 2018 - 2022
      • Exhibit 20: Historic Market Size – End-user Segment 2018 - 2022 ($ million)
    • 4.4 Geography Segment Analysis 2018 - 2022
      • Exhibit 21: Historic Market Size – Geography Segment 2018 - 2022 ($ million)
    • 4.5 Country Segment Analysis 2018 - 2022
      • Exhibit 22: Historic Market Size – Country Segment 2018 - 2022 ($ million)

    5 Five Forces Analysis

    • 5.1 Five forces summary
      • Exhibit 23: Five forces analysis - Comparison between 2023 and 2028
    • 5.2 Bargaining power of buyers
      • Exhibit 24: Chart on Bargaining power of buyers – Impact of key factors 2023 and 2028
    • 5.3 Bargaining power of suppliers
      • Exhibit 25: Bargaining power of suppliers – Impact of key factors in 2023 and 2028
    • 5.4 Threat of new entrants
      • Exhibit 26: Threat of new entrants – Impact of key factors in 2023 and 2028
    • 5.5 Threat of substitutes
      • Exhibit 27: Threat of substitutes – Impact of key factors in 2023 and 2028
    • 5.6 Threat of rivalry
      • Exhibit 28: Threat of rivalry – Impact of key factors in 2023 and 2028
    • 5.7 Market condition
      • Exhibit 29: Chart on Market condition - Five forces 2023 and 2028

    6 Market Segmentation by Component

    • 6.1 Market segments
      • Exhibit 30: Chart on Component - Market share 2023-2028 (%)
      • Exhibit 31: Data Table on Component - Market share 2023-2028 (%)
    • 6.2 Comparison by Component
      • Exhibit 32: Chart on Comparison by Component
      • Exhibit 33: Data Table on Comparison by Component
    • 6.3 Solutions - Market size and forecast 2023-2028
      • Exhibit 34: Chart on Solutions - Market size and forecast 2023-2028 ($ million)
      • Exhibit 35: Data Table on Solutions - Market size and forecast 2023-2028 ($ million)
      • Exhibit 36: Chart on Solutions - Year-over-year growth 2023-2028 (%)
      • Exhibit 37: Data Table on Solutions - Year-over-year growth 2023-2028 (%)
    • 6.4 Services - Market size and forecast 2023-2028
      • Exhibit 38: Chart on Services - Market size and forecast 2023-2028 ($ million)
      • Exhibit 39: Data Table on Services - Market size and forecast 2023-2028 ($ million)
      • Exhibit 40: Chart on Services - Year-over-year growth 2023-2028 (%)
      • Exhibit 41: Data Table on Services - Year-over-year growth 2023-2028 (%)
    • 6.5 Market opportunity by Component
      • Exhibit 42: Market opportunity by Component ($ million)
      • Exhibit 43: Data Table on Market opportunity by Component ($ million)

    7 Market Segmentation by End-user

    • 7.1 Market segments
      • Exhibit 44: Chart on End-user - Market share 2023-2028 (%)
      • Exhibit 45: Data Table on End-user - Market share 2023-2028 (%)
    • 7.2 Comparison by End-user
      • Exhibit 46: Chart on Comparison by End-user
      • Exhibit 47: Data Table on Comparison by End-user
    • 7.3 BFSI - Market size and forecast 2023-2028
      • Exhibit 48: Chart on BFSI - Market size and forecast 2023-2028 ($ million)
      • Exhibit 49: Data Table on BFSI - Market size and forecast 2023-2028 ($ million)
      • Exhibit 50: Chart on BFSI - Year-over-year growth 2023-2028 (%)
      • Exhibit 51: Data Table on BFSI - Year-over-year growth 2023-2028 (%)
    • 7.4 IT and telecom - Market size and forecast 2023-2028
      • Exhibit 52: Chart on IT and telecom - Market size and forecast 2023-2028 ($ million)
      • Exhibit 53: Data Table on IT and telecom - Market size and forecast 2023-2028 ($ million)
      • Exhibit 54: Chart on IT and telecom - Year-over-year growth 2023-2028 (%)
      • Exhibit 55: Data Table on IT and telecom - Year-over-year growth 2023-2028 (%)
    • 7.5 Healthcare - Market size and forecast 2023-2028
      • Exhibit 56: Chart on Healthcare - Market size and forecast 2023-2028 ($ million)
      • Exhibit 57: Data Table on Healthcare - Market size and forecast 2023-2028 ($ million)
      • Exhibit 58: Chart on Healthcare - Year-over-year growth 2023-2028 (%)
      • Exhibit 59: Data Table on Healthcare - Year-over-year growth 2023-2028 (%)
    • 7.6 Consumer goods and retail - Market size and forecast 2023-2028
      • Exhibit 60: Chart on Consumer goods and retail - Market size and forecast 2023-2028 ($ million)
      • Exhibit 61: Data Table on Consumer goods and retail - Market size and forecast 2023-2028 ($ million)
      • Exhibit 62: Chart on Consumer goods and retail - Year-over-year growth 2023-2028 (%)
      • Exhibit 63: Data Table on Consumer goods and retail - Year-over-year growth 2023-2028 (%)
    • 7.7 Others - Market size and forecast 2023-2028
      • Exhibit 64: Chart on Others - Market size and forecast 2023-2028 ($ million)
      • Exhibit 65: Data Table on Others - Market size and forecast 2023-2028 ($ million)
      • Exhibit 66: Chart on Others - Year-over-year growth 2023-2028 (%)
      • Exhibit 67: Data Table on Others - Year-over-year growth 2023-2028 (%)
    • 7.8 Market opportunity by End-user
      • Exhibit 68: Market opportunity by End-user ($ million)
      • Exhibit 69: Data Table on Market opportunity by End-user ($ million)

    8 Customer Landscape

    • 8.1 Customer landscape overview
      • Exhibit 70: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

    9 Geographic Landscape

    • 9.1 Geographic segmentation
      • Exhibit 71: Chart on Market share by geography 2023-2028 (%)
      • Exhibit 72: Data Table on Market share by geography 2023-2028 (%)
    • 9.2 Geographic comparison
      • Exhibit 73: Chart on Geographic comparison
      • Exhibit 74: Data Table on Geographic comparison
    • 9.3 North America - Market size and forecast 2023-2028
      • Exhibit 75: Chart on North America - Market size and forecast 2023-2028 ($ million)
      • Exhibit 76: Data Table on North America - Market size and forecast 2023-2028 ($ million)
      • Exhibit 77: Chart on North America - Year-over-year growth 2023-2028 (%)
      • Exhibit 78: Data Table on North America - Year-over-year growth 2023-2028 (%)
    • 9.4 Europe - Market size and forecast 2023-2028
      • Exhibit 79: Chart on Europe - Market size and forecast 2023-2028 ($ million)
      • Exhibit 80: Data Table on Europe - Market size and forecast 2023-2028 ($ million)
      • Exhibit 81: Chart on Europe - Year-over-year growth 2023-2028 (%)
      • Exhibit 82: Data Table on Europe - Year-over-year growth 2023-2028 (%)
    • 9.5 APAC - Market size and forecast 2023-2028
      • Exhibit 83: Chart on APAC - Market size and forecast 2023-2028 ($ million)
      • Exhibit 84: Data Table on APAC - Market size and forecast 2023-2028 ($ million)
      • Exhibit 85: Chart on APAC - Year-over-year growth 2023-2028 (%)
      • Exhibit 86: Data Table on APAC - Year-over-year growth 2023-2028 (%)
    • 9.6 South America - Market size and forecast 2023-2028
      • Exhibit 87: Chart on South America - Market size and forecast 2023-2028 ($ million)
      • Exhibit 88: Data Table on South America - Market size and forecast 2023-2028 ($ million)
      • Exhibit 89: Chart on South America - Year-over-year growth 2023-2028 (%)
      • Exhibit 90: Data Table on South America - Year-over-year growth 2023-2028 (%)
    • 9.7 Middle East and Africa - Market size and forecast 2023-2028
      • Exhibit 91: Chart on Middle East and Africa - Market size and forecast 2023-2028 ($ million)
      • Exhibit 92: Data Table on Middle East and Africa - Market size and forecast 2023-2028 ($ million)
      • Exhibit 93: Chart on Middle East and Africa - Year-over-year growth 2023-2028 (%)
      • Exhibit 94: Data Table on Middle East and Africa - Year-over-year growth 2023-2028 (%)
    • 9.8 US - Market size and forecast 2023-2028
      • Exhibit 95: Chart on US - Market size and forecast 2023-2028 ($ million)
      • Exhibit 96: Data Table on US - Market size and forecast 2023-2028 ($ million)
      • Exhibit 97: Chart on US - Year-over-year growth 2023-2028 (%)
      • Exhibit 98: Data Table on US - Year-over-year growth 2023-2028 (%)
    • 9.9 Australia - Market size and forecast 2023-2028
      • Exhibit 99: Chart on Australia - Market size and forecast 2023-2028 ($ million)
      • Exhibit 100: Data Table on Australia - Market size and forecast 2023-2028 ($ million)
      • Exhibit 101: Chart on Australia - Year-over-year growth 2023-2028 (%)
      • Exhibit 102: Data Table on Australia - Year-over-year growth 2023-2028 (%)
    • 9.10 UK - Market size and forecast 2023-2028
      • Exhibit 103: Chart on UK - Market size and forecast 2023-2028 ($ million)
      • Exhibit 104: Data Table on UK - Market size and forecast 2023-2028 ($ million)
      • Exhibit 105: Chart on UK - Year-over-year growth 2023-2028 (%)
      • Exhibit 106: Data Table on UK - Year-over-year growth 2023-2028 (%)
    • 9.11 Canada - Market size and forecast 2023-2028
      • Exhibit 107: Chart on Canada - Market size and forecast 2023-2028 ($ million)
      • Exhibit 108: Data Table on Canada - Market size and forecast 2023-2028 ($ million)
      • Exhibit 109: Chart on Canada - Year-over-year growth 2023-2028 (%)
      • Exhibit 110: Data Table on Canada - Year-over-year growth 2023-2028 (%)
    • 9.12 France - Market size and forecast 2023-2028
      • Exhibit 111: Chart on France - Market size and forecast 2023-2028 ($ million)
      • Exhibit 112: Data Table on France - Market size and forecast 2023-2028 ($ million)
      • Exhibit 113: Chart on France - Year-over-year growth 2023-2028 (%)
      • Exhibit 114: Data Table on France - Year-over-year growth 2023-2028 (%)
    • 9.13 Market opportunity by geography
      • Exhibit 115: Market opportunity by geography ($ million)
      • Exhibit 116: Data Tables on Market opportunity by geography ($ million)

    10 Drivers, Challenges, and Trends

    • 10.1 Market drivers
      • 10.2 Market challenges
        • 10.3 Impact of drivers and challenges
          • Exhibit 117: Impact of drivers and challenges in 2023 and 2028
        • 10.4 Market trends

          11 Vendor Landscape

          • 11.1 Overview
            • 11.2 Vendor landscape
              • Exhibit 118: Overview on Criticality of inputs and Factors of differentiation
            • 11.3 Landscape disruption
              • Exhibit 119: Overview on factors of disruption
            • 11.4 Industry risks
              • Exhibit 120: Impact of key risks on business

            12 Vendor Analysis

            • 12.1 Vendors covered
              • Exhibit 121: Vendors covered
            • 12.2 Market positioning of vendors
              • Exhibit 122: Matrix on vendor position and classification
            • 12.3 3CLogic Inc.
              • Exhibit 123: 3CLogic Inc. - Overview
              • Exhibit 124: 3CLogic Inc. - Product / Service
              • Exhibit 125: 3CLogic Inc. - Key offerings
            • 12.4 8x8 Inc.
              • Exhibit 126: 8x8 Inc. - Overview
              • Exhibit 127: 8x8 Inc. - Product / Service
              • Exhibit 128: 8x8 Inc. - Key offerings
            • 12.5 Atos SE
              • Exhibit 129: Atos SE - Overview
              • Exhibit 130: Atos SE - Business segments
              • Exhibit 131: Atos SE - Key news
              • Exhibit 132: Atos SE - Key offerings
              • Exhibit 133: Atos SE - Segment focus
            • 12.6 Avaya LLC
              • Exhibit 134: Avaya LLC - Overview
              • Exhibit 135: Avaya LLC - Product / Service
              • Exhibit 136: Avaya LLC - Key offerings
            • 12.7 China Huaxin Post and Telecom Technologies Co. Ltd.
              • Exhibit 137: China Huaxin Post and Telecom Technologies Co. Ltd. - Overview
              • Exhibit 138: China Huaxin Post and Telecom Technologies Co. Ltd. - Product / Service
              • Exhibit 139: China Huaxin Post and Telecom Technologies Co. Ltd. - Key offerings
            • 12.8 Cisco Systems Inc.
              • Exhibit 140: Cisco Systems Inc. - Overview
              • Exhibit 141: Cisco Systems Inc. - Business segments
              • Exhibit 142: Cisco Systems Inc. - Key news
              • Exhibit 143: Cisco Systems Inc. - Key offerings
              • Exhibit 144: Cisco Systems Inc. - Segment focus
            • 12.9 Enghouse Systems Ltd.
              • Exhibit 145: Enghouse Systems Ltd. - Overview
              • Exhibit 146: Enghouse Systems Ltd. - Business segments
              • Exhibit 147: Enghouse Systems Ltd. - Key offerings
              • Exhibit 148: Enghouse Systems Ltd. - Segment focus
            • 12.10 Evolve IP LLC
              • Exhibit 149: Evolve IP LLC - Overview
              • Exhibit 150: Evolve IP LLC - Product / Service
              • Exhibit 151: Evolve IP LLC - Key offerings
            • 12.11 Five9 Inc.
              • Exhibit 152: Five9 Inc. - Overview
              • Exhibit 153: Five9 Inc. - Product / Service
              • Exhibit 154: Five9 Inc. - Key offerings
            • 12.12 Genesys Telecommunications Laboratories Inc.
              • Exhibit 155: Genesys Telecommunications Laboratories Inc. - Overview
              • Exhibit 156: Genesys Telecommunications Laboratories Inc. - Product / Service
              • Exhibit 157: Genesys Telecommunications Laboratories Inc. - Key offerings
            • 12.13 Microsoft Corp.
              • Exhibit 158: Microsoft Corp. - Overview
              • Exhibit 159: Microsoft Corp. - Business segments
              • Exhibit 160: Microsoft Corp. - Key news
              • Exhibit 161: Microsoft Corp. - Key offerings
              • Exhibit 162: Microsoft Corp. - Segment focus
            • 12.14 Mitel Networks Corp.
              • Exhibit 163: Mitel Networks Corp. - Overview
              • Exhibit 164: Mitel Networks Corp. - Product / Service
              • Exhibit 165: Mitel Networks Corp. - Key offerings
            • 12.15 NICE Ltd.
              • Exhibit 166: NICE Ltd. - Overview
              • Exhibit 167: NICE Ltd. - Business segments
              • Exhibit 168: NICE Ltd. - Key news
              • Exhibit 169: NICE Ltd. - Key offerings
              • Exhibit 170: NICE Ltd. - Segment focus
            • 12.16 Oracle Corp.
              • Exhibit 171: Oracle Corp. - Overview
              • Exhibit 172: Oracle Corp. - Business segments
              • Exhibit 173: Oracle Corp. - Key news
              • Exhibit 174: Oracle Corp. - Key offerings
              • Exhibit 175: Oracle Corp. - Segment focus
            • 12.17 SAP SE
              • Exhibit 176: SAP SE - Overview
              • Exhibit 177: SAP SE - Business segments
              • Exhibit 178: SAP SE - Key news
              • Exhibit 179: SAP SE - Key offerings
              • Exhibit 180: SAP SE - Segment focus

            13 Appendix

            • 13.1 Scope of the report
              • 13.2 Inclusions and exclusions checklist
                • Exhibit 181: Inclusions checklist
                • Exhibit 182: Exclusions checklist
              • 13.3 Currency conversion rates for US$
                • Exhibit 183: Currency conversion rates for US$
              • 13.4 Research methodology
                • Exhibit 184: Research methodology
                • Exhibit 185: Validation techniques employed for market sizing
                • Exhibit 186: Information sources
              • 13.5 List of abbreviations
                • Exhibit 187: List of abbreviations

              Research Framework

              Technavio presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources. The analysts have presented the various facets of the market with a particular focus on identifying the key industry influencers. The data thus presented is comprehensive, reliable, and the result of extensive research, both primary and secondary.

              INFORMATION SOURCES

              Primary sources

              • Manufacturers and suppliers
              • Channel partners
              • Industry experts
              • Strategic decision makers

              Secondary sources

              • Industry journals and periodicals
              • Government data
              • Financial reports of key industry players
              • Historical data
              • Press releases

              DATA ANALYSIS

              Data Synthesis

              • Collation of data
              • Estimation of key figures
              • Analysis of derived insights

              Data Validation

              • Triangulation with data models
              • Reference against proprietary databases
              • Corroboration with industry experts

              REPORT WRITING

              Qualitative

              • Market drivers
              • Market challenges
              • Market trends
              • Five forces analysis

              Quantitative

              • Market size and forecast
              • Market segmentation
              • Geographical insights
              • Competitive landscape

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              Key Questions Answered

              • What are the key global market and the regional market share?
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              • What are the key factors driving and challenging this market’s growth?
              • Who are the key market vendors and their growth strategies?
              • What are the latest trends influencing the growth of this market?
              • What are the variables influencing the market growth in the primary regions?
              • What are the factors influencing the growth of the parent market?

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