Contact Center Market by Type, Deployment, and Geography - Forecast and Analysis 2023-2027

Published: Jan 2023 Pages: 164 SKU: IRTNTR40477

Contact Center Software Market Report Summary: 2023-2027

The contact center market size is estimated to grow at a CAGR of 9.33% between 2022 and 2027. The size of the market is forecast to increase by USD 161.73 billion. The growth of the market depends on several factors, including the rising adoption of cloud-based contact centers, the necessity to improve CRM for effective revenue generation, and the integration of interactive voice response (IVR) into contact centers.

This report extensively covers market segmentation by type (voice-based, text-based, and social media-based), deployment (on-premises and cloud-based), and geography (North America, APAC, Europe, 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 2017 to 2021.

What will be the size of the Contact Center Market During the Forecast Period?

To learn more about this report, Download Report Sample

Contact Center Market: Key Drivers, Trends, Challenges, and Customer Landscape

The rising adoption of cloud-based contact centers is notably driving the market growth, although factors such as the inability to achieve an ASA may impede the contact center software market growth.  Our researchers analyzed the data with 2022 as the base year, along with the key drivers, trends, and challenges. A holistic analysis of drivers will help companies refine their marketing strategies to gain a competitive advantage.

Key Contact Center Market Driver

The rising adoption of cloud-based contact centers is notably driving the IT services market growth. A cloud-based contact center is a SaaS that is deployed, stored, and precisely designed for cloud solutions.  Cloud-based contact centers are flexible as they are able to quickly adapt to the changing business needs and can be integrated with third-party applications through open application programming interface (API) frameworks.

A reliable cloud-based solution can handle outbound, inbound, and blended interaction seamlessly, which will help in providing personalized services to customers easily and in a cost-effective manner. With cloud-based contact centers, enterprises can aggregate customer data and the history of previous queries, which can help them understand customer preferences. This can help enterprises personalize services, effectively route inquiries, and solve problems within one interactive session. This will lead to an increase in the adoption of cloud-based contact centers during the forecast period.

Significant Contact Center Market Trend

The integration of chatbots for better turnaround times is the key market trend driving the global contact center software market growth. The contact centers are trying to implement chatbots in their processes because, in the future, they must look for options other than human agents to handle simple customer queries and provide better resolutions. Good customer service can lead to the success of a business.

Chatbots will help enterprises in giving instant responses to customers, which will lead to better turnaround times. Since time is of utmost importance while attending to a customer, chatbots will skip the dependency on the repair personnel and will give responses directly to the customers. Chatbots will also help enterprises delight their customers without losing the human touch. Thus, the integration of chatbots into contact centers will help in improving the customer experience. Hence, it will lead to an increase in the adoption of contact center solutions.

Major Contact Center Market Challenge

The inability to achieve an ASA is the major challenge impeding the global business process outsourcing market growth. An ASA is the key performance indicator for contact centers, which helps managers in assessing their team s performance and the efficiency of their callers.

An ASA includes the amount of time a customer waits in line and the time the agent s phone is ringing. However, it does not include the time taken for customers to navigate through IVR. Contact centers should use workforce management (WFM) solutions to manage their resources so that they can meet the desired ASA and service levels. Owing to the growing customer expectations for better services, this problem is a huge challenge for the vendors of contact center solutions.

Key Contact Center Market Customer Landscape

The report includes the adoption lifecycle of the contact center software 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 Contact Center Market Customer Landscape

Who are the Major Contact Center Market Vendors?

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

8x8 Inc. - The company offers contact center solutions with a flexible architecture, thus allowing integration of multiple locations such as headquarters, remote offices, and outsourced locations through a virtual call center. The company also offers other solutions such as Technical Support HelpDesk, Home-Based Agents, Inbound Call Center, and Customer Service Call Center Software.

The major contact market reserach  report also includes detailed analyses of the competitive landscape of the contact center software market and information about 15 market vendors, including:

  • Ameyo Pvt Ltd.
  • Atos SE
  • Avaya Holdings Corp.
  • Cisco Systems Inc.
  • Enghouse Systems Ltd.
  • Five9 Inc.
  • Genesys Telecommunications Laboratories Inc.
  • Mitel Networks Corp.
  • NEC Corp.
  • NICE Ltd.
  • SAP SE
  • Vocalcom Group
  • Vonage Holdings Corp.
  • Zendesk Inc.
  • ZTE Corp.

Qualitative and quantitative analysis of vendors 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 vendors as pure play, category-focused, industry-focused, and diversified; it is quantitatively analyzed to categorize vendors as dominant, leading, strong, tentative, and weak.

What is the Fastest-Growing Segment in the Contact Center Market?

The market share growth of the voice-based segment will be significant during the forecast period. The use of voice-based interaction is expected to maintain its dominance during the forecast period. Therefore, vendors in this market are focusing on offering advanced solutions to handle the high volumes of voice calls. Thus, the growth of the segment can be attributed to the increasing use of customer care service offerings in end-user industries and the launch of new solutions.

Get a glance at the market contribution of various segments Request a PDF Sample

The voice-based segment was valued at USD 73.31 in 2017 and continue to grow by 2021. Voice-based interaction helps contact centers reduce the throughput time in resolving customer queries. However, owing to the rising popularity of text-based interaction and social media-based interaction, the market share of the voice-based interaction segment is expected to register moderate growth during the forecast period.

Which are the Key Regions for the Contact Center Market?

For more insights on the market share of various regions Request PDF Sample now!

North America is estimated to contribute 34% to the growth of the global contact center software market during the forecast period. Technavio’s analysts have elaborately explained the regional trends and drivers that shape the market during the forecast period.

The major factor that fuels the growth of the contact center software market in North America is the growing adoption of contact center analytics, including multichannel customer interaction analytics, speech analytics, and contact center performance analytics applications in North America. Analytics is given importance by enterprises in North America because it helps enterprises offer enhanced customer experiences as they move toward the concept of omnichannel customer care. Key vendors in North America, such as 8x8 Inc., Amazon.com Inc., Avaya Holdings Corp., and Cisco Systems Inc., are constantly adding value to their services by using technology and digitalization. Additionally, growing industries such as hospitality, retail, and healthcare care are expected to boost the demand for contact center services during the forecast period.

COVID-19 positively impacted the regional market. This led to increased call and text volumes in contact centers in North America as people wanted to get information on various topics related to their businesses. Also, people contacted medical contact centers to verify symptoms of COVID-19 and get information about their health and medical insurance coverage details. These factors tremendously increased the call and text volumes in contact centers. Therefore, the market in North America witnessed growth during 2020 and is expected to grow during the forecast period.

Segment Overview

The report forecasts contact center software market growth by revenue at global, regional & country levels and provides an analysis of the latest trends and growth opportunities from 2017 to 2027. 

  • Type Outlook (USD Billion, 2017 - 2027)
    • Voice-based
    • Text-based
    • Social media-based
  • Deployment Outlook (USD Billion, 2017 - 2027)
    • On-premises
    • Cloud-based
  • Region Outlook (USD Billion, 2017 - 2027)
    • North America
      • The U.S.
      • Canada
    • APAC
      • China
      • India
    • Europe
      • The U.K.
      • Germany
      • France
      • Rest of Europe
    • South America
      • Brazil
      • Argentina
    • Middle East & Africa
      • Saudi Arabia
      • South Africa
      • Rest of the Middle East & Africa

Contact Center Market Scope

Report Coverage

Details

Page number

164

Base year

2022

Historic period

2017-2021

Forecast period

2023-2027

Growth momentum & CAGR

Accelerate at a CAGR of 9.33%

Market growth 2023-2027

USD 161.73 billion

Market structure

Fragmented

YoY growth 2022-2023(%)

8.89

Regional analysis

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

Performing market contribution

North America at 34%

Key countries

US, Australia, India, UK, and Germany

Competitive landscape

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

Key companies profiled

8x8 Inc., ALE International, Alphabet Inc., Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Atos SE, Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., NEC Corp., NICE Ltd., SAP SE, Vocalcom Group, Vonage Holdings Corp., Zendesk Inc., and ZTE Corp.

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.

Request PDF sample

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

  • CAGR of the contact center software market during the forecast period
  • Detailed information on factors that will drive the growth of the contact center market between 2023 and 2027
  • Precise estimation of the contact center market size and its contribution to the parent market
  • Accurate predictions about upcoming trends and changes in consumer behavior
  • Growth of the industry across North America, APAC, Europe, South America, and Middle East and Africa
  • Thorough analysis of the market’s competitive landscape and detailed information about vendors
  • Comprehensive analysis of factors that will challenge the growth of contact center market vendors

We can help! Our analysts can customize this market reserach report to meet your requirements. Get in touch

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 Type
    • Exhibit 06: Executive Summary – Chart on Market Segmentation by Deployment
    • 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 2022
    • 3.4 Market outlook: Forecast for 2022-2027
      • Exhibit 14: Chart on Global - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 15: Data Table on Global - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 16: Chart on Global Market: Year-over-year growth 2022-2027 (%)
      • Exhibit 17: Data Table on Global Market: Year-over-year growth 2022-2027 (%)

    4 Historic Market Size

    • 4.1 Global contact center market 2017 - 2021
      • Exhibit 18: Historic Market Size – Data Table on Global contact center market 2017 - 2021 ($ billion)
    • 4.2 Type Segment Analysis 2017 - 2021
      • Exhibit 19: Historic Market Size – Type Segment 2017 - 2021 ($ billion)
    • 4.3 Deployment Segment Analysis 2017 - 2021
      • Exhibit 20: Historic Market Size – Deployment Segment 2017 - 2021 ($ billion)
    • 4.4 Geography Segment Analysis 2017 - 2021
      • Exhibit 21: Historic Market Size – Geography Segment 2017 - 2021 ($ billion)
    • 4.5 Country Segment Analysis 2017 - 2021
      • Exhibit 22: Historic Market Size – Country Segment 2017 - 2021 ($ billion)

    5 Five Forces Analysis

    • 5.1 Five forces summary
      • Exhibit 23: Five forces analysis - Comparison between 2022 and 2027
    • 5.2 Bargaining power of buyers
      • Exhibit 24: Chart on Bargaining power of buyers – Impact of key factors 2022 and 2027
    • 5.3 Bargaining power of suppliers
      • Exhibit 25: Bargaining power of suppliers – Impact of key factors in 2022 and 2027
    • 5.4 Threat of new entrants
      • Exhibit 26: Threat of new entrants – Impact of key factors in 2022 and 2027
    • 5.5 Threat of substitutes
      • Exhibit 27: Threat of substitutes – Impact of key factors in 2022 and 2027
    • 5.6 Threat of rivalry
      • Exhibit 28: Threat of rivalry – Impact of key factors in 2022 and 2027
    • 5.7 Market condition
      • Exhibit 29: Chart on Market condition - Five forces 2022 and 2027

    6 Market Segmentation by Type

    • 6.1 Market segments
      • Exhibit 30: Chart on Type - Market share 2022-2027 (%)
      • Exhibit 31: Data Table on Type - Market share 2022-2027 (%)
    • 6.2 Comparison by Type
      • Exhibit 32: Chart on Comparison by Type
      • Exhibit 33: Data Table on Comparison by Type
    • 6.3 Voice-based - Market size and forecast 2022-2027
      • Exhibit 34: Chart on Voice-based - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 35: Data Table on Voice-based - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 36: Chart on Voice-based - Year-over-year growth 2022-2027 (%)
      • Exhibit 37: Data Table on Voice-based - Year-over-year growth 2022-2027 (%)
    • 6.4 Text-based - Market size and forecast 2022-2027
      • Exhibit 38: Chart on Text-based - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 39: Data Table on Text-based - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 40: Chart on Text-based - Year-over-year growth 2022-2027 (%)
      • Exhibit 41: Data Table on Text-based - Year-over-year growth 2022-2027 (%)
    • 6.5 Social media-based - Market size and forecast 2022-2027
      • Exhibit 42: Chart on Social media-based - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 43: Data Table on Social media-based - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 44: Chart on Social media-based - Year-over-year growth 2022-2027 (%)
      • Exhibit 45: Data Table on Social media-based - Year-over-year growth 2022-2027 (%)
    • 6.6 Market opportunity by Type
      • Exhibit 46: Market opportunity by Type ($ billion)

    7 Market Segmentation by Deployment

    • 7.1 Market segments
      • Exhibit 47: Chart on Deployment - Market share 2022-2027 (%)
      • Exhibit 48: Data Table on Deployment - Market share 2022-2027 (%)
    • 7.2 Comparison by Deployment
      • Exhibit 49: Chart on Comparison by Deployment
      • Exhibit 50: Data Table on Comparison by Deployment
    • 7.3 On-premises - Market size and forecast 2022-2027
      • Exhibit 51: Chart on On-premises - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 52: Data Table on On-premises - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 53: Chart on On-premises - Year-over-year growth 2022-2027 (%)
      • Exhibit 54: Data Table on On-premises - Year-over-year growth 2022-2027 (%)
    • 7.4 Cloud-based - Market size and forecast 2022-2027
      • Exhibit 55: Chart on Cloud-based - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 56: Data Table on Cloud-based - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 57: Chart on Cloud-based - Year-over-year growth 2022-2027 (%)
      • Exhibit 58: Data Table on Cloud-based - Year-over-year growth 2022-2027 (%)
    • 7.5 Market opportunity by Deployment
      • Exhibit 59: Market opportunity by Deployment ($ billion)

    8 Customer Landscape

    • 8.1 Customer landscape overview
      • Exhibit 60: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

    9 Geographic Landscape

    • 9.1 Geographic segmentation
      • Exhibit 61: Chart on Market share by geography 2022-2027 (%)
      • Exhibit 62: Data Table on Market share by geography 2022-2027 (%)
    • 9.2 Geographic comparison
      • Exhibit 63: Chart on Geographic comparison
      • Exhibit 64: Data Table on Geographic comparison
    • 9.3 North America - Market size and forecast 2022-2027
      • Exhibit 65: Chart on North America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 66: Data Table on North America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 67: Chart on North America - Year-over-year growth 2022-2027 (%)
      • Exhibit 68: Data Table on North America - Year-over-year growth 2022-2027 (%)
    • 9.4 APAC - Market size and forecast 2022-2027
      • Exhibit 69: Chart on APAC - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 70: Data Table on APAC - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 71: Chart on APAC - Year-over-year growth 2022-2027 (%)
      • Exhibit 72: Data Table on APAC - Year-over-year growth 2022-2027 (%)
    • 9.5 Europe - Market size and forecast 2022-2027
      • Exhibit 73: Chart on Europe - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 74: Data Table on Europe - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 75: Chart on Europe - Year-over-year growth 2022-2027 (%)
      • Exhibit 76: Data Table on Europe - Year-over-year growth 2022-2027 (%)
    • 9.6 South America - Market size and forecast 2022-2027
      • Exhibit 77: Chart on South America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 78: Data Table on South America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 79: Chart on South America - Year-over-year growth 2022-2027 (%)
      • Exhibit 80: Data Table on South America - Year-over-year growth 2022-2027 (%)
    • 9.7 Middle East and Africa - Market size and forecast 2022-2027
      • Exhibit 81: Chart on Middle East and Africa - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 82: Data Table on Middle East and Africa - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 83: Chart on Middle East and Africa - Year-over-year growth 2022-2027 (%)
      • Exhibit 84: Data Table on Middle East and Africa - Year-over-year growth 2022-2027 (%)
    • 9.8 US - Market size and forecast 2022-2027
      • Exhibit 85: Chart on US - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 86: Data Table on US - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 87: Chart on US - Year-over-year growth 2022-2027 (%)
      • Exhibit 88: Data Table on US - Year-over-year growth 2022-2027 (%)
    • 9.9 UK - Market size and forecast 2022-2027
      • Exhibit 89: Chart on UK - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 90: Data Table on UK - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 91: Chart on UK - Year-over-year growth 2022-2027 (%)
      • Exhibit 92: Data Table on UK - Year-over-year growth 2022-2027 (%)
    • 9.10 Australia - Market size and forecast 2022-2027
      • Exhibit 93: Chart on Australia - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 94: Data Table on Australia - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 95: Chart on Australia - Year-over-year growth 2022-2027 (%)
      • Exhibit 96: Data Table on Australia - Year-over-year growth 2022-2027 (%)
    • 9.11 Germany - Market size and forecast 2022-2027
      • Exhibit 97: Chart on Germany - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 98: Data Table on Germany - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 99: Chart on Germany - Year-over-year growth 2022-2027 (%)
      • Exhibit 100: Data Table on Germany - Year-over-year growth 2022-2027 (%)
    • 9.12 India - Market size and forecast 2022-2027
      • Exhibit 101: Chart on India - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 102: Data Table on India - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 103: Chart on India - Year-over-year growth 2022-2027 (%)
      • Exhibit 104: Data Table on India - Year-over-year growth 2022-2027 (%)
    • 9.13 Market opportunity by geography
      • Exhibit 105: Market opportunity by geography ($ billion)

    10 Drivers, Challenges, and Trends

    • 10.1 Market drivers
      • 10.2 Market challenges
        • 10.3 Impact of drivers and challenges
          • Exhibit 106: Impact of drivers and challenges in 2022 and 2027
        • 10.4 Market trends

          11 Vendor Landscape

          • 11.1 Overview
            • 11.2 Vendor landscape
              • Exhibit 107: Overview on Criticality of inputs and Factors of differentiation
            • 11.3 Landscape disruption
              • Exhibit 108: Overview on factors of disruption
            • 11.4 Industry risks
              • Exhibit 109: Impact of key risks on business

            12 Vendor Analysis

            • 12.1 Vendors covered
              • Exhibit 110: Vendors covered
            • 12.2 Market positioning of vendors
              • Exhibit 111: Matrix on vendor position and classification
            • 12.3 8x8 Inc.
              • Exhibit 112: 8x8 Inc. - Overview
              • Exhibit 113: 8x8 Inc. - Product / Service
              • Exhibit 114: 8x8 Inc. - Key offerings
            • 12.4 ALE International
              • Exhibit 115: ALE International - Overview
              • Exhibit 116: ALE International - Product / Service
              • Exhibit 117: ALE International - Key offerings
            • 12.5 Alphabet Inc.
              • Exhibit 118: Alphabet Inc. - Overview
              • Exhibit 119: Alphabet Inc. - Business segments
              • Exhibit 120: Alphabet Inc. - Key news
              • Exhibit 121: Alphabet Inc. - Key offerings
              • Exhibit 122: Alphabet Inc. - Segment focus
            • 12.6 Alvaria Inc.
              • Exhibit 123: Alvaria Inc. - Overview
              • Exhibit 124: Alvaria Inc. - Product / Service
              • Exhibit 125: Alvaria Inc. - Key offerings
            • 12.7 Amazon.com Inc.
              • Exhibit 126: Amazon.com Inc. - Overview
              • Exhibit 127: Amazon.com Inc. - Business segments
              • Exhibit 128: Amazon.com Inc. - Key news
              • Exhibit 129: Amazon.com Inc. - Key offerings
              • Exhibit 130: Amazon.com Inc. - Segment focus
            • 12.8 Ameyo Pvt Ltd.
              • Exhibit 131: Ameyo Pvt Ltd. - Overview
              • Exhibit 132: Ameyo Pvt Ltd. - Product / Service
              • Exhibit 133: Ameyo Pvt Ltd. - Key offerings
            • 12.9 Atos SE
              • Exhibit 134: Atos SE - Overview
              • Exhibit 135: Atos SE - Business segments
              • Exhibit 136: Atos SE - Key news
              • Exhibit 137: Atos SE - Key offerings
              • Exhibit 138: Atos SE - Segment focus
            • 12.10 Avaya Holdings Corp.
              • Exhibit 139: Avaya Holdings Corp. - Overview
              • Exhibit 140: Avaya Holdings Corp. - Business segments
              • Exhibit 141: Avaya Holdings Corp. - Key offerings
              • Exhibit 142: Avaya Holdings Corp. - Segment focus
            • 12.11 Cisco Systems Inc.
              • Exhibit 143: Cisco Systems Inc. - Overview
              • Exhibit 144: Cisco Systems Inc. - Business segments
              • Exhibit 145: Cisco Systems Inc. - Key news
              • Exhibit 146: Cisco Systems Inc. - Key offerings
              • Exhibit 147: Cisco Systems Inc. - Segment focus
            • 12.12 Enghouse Systems Ltd.
              • Exhibit 148: Enghouse Systems Ltd. - Overview
              • Exhibit 149: Enghouse Systems Ltd. - Business segments
              • Exhibit 150: Enghouse Systems Ltd. - Key offerings
              • Exhibit 151: Enghouse Systems Ltd. - Segment focus
            • 12.13 Five9 Inc.
              • Exhibit 152: Five9 Inc. - Overview
              • Exhibit 153: Five9 Inc. - Product / Service
              • Exhibit 154: Five9 Inc. - Key offerings
            • 12.14 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
            • 12.15 Mitel Networks Corp.
              • Exhibit 158: Mitel Networks Corp. - Overview
              • Exhibit 159: Mitel Networks Corp. - Product / Service
              • Exhibit 160: Mitel Networks Corp. - Key offerings
            • 12.16 NEC Corp.
              • Exhibit 161: NEC Corp. - Overview
              • Exhibit 162: NEC Corp. - Business segments
              • Exhibit 163: NEC Corp. - Key news
              • Exhibit 164: NEC Corp. - Key offerings
              • Exhibit 165: NEC Corp. - Segment focus
            • 12.17 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

            13 Appendix

            • 13.1 Scope of the report
              • 13.2 Inclusions and exclusions checklist
                • Exhibit 171: Inclusions checklist
                • Exhibit 172: Exclusions checklist
              • 13.3 Currency conversion rates for US$
                • Exhibit 173: Currency conversion rates for US$
              • 13.4 Research methodology
                • Exhibit 174: Research methodology
                • Exhibit 175: Validation techniques employed for market sizing
                • Exhibit 176: Information sources
              • 13.5 List of abbreviations
                • Exhibit 177: 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

              PURCHASE FULL REPORT OF

              contact center market

              QUICK BUY

              Key Questions Answered

              • What are the key global market and the regional market share?
              • What are the revenue-generating key market segments?
              • 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?

              Why should you prefer Technavio's market insights report?

              • Off-the-shelf research reports
              • Reports can be tailored to meet the customer's needs
              • Trusted by more than 100 fortune 500 organizations
              • Information about the market's key drivers, trends, and challenges
              • Parent market analysis
              • Every week, 50,000 people visit our subscription platform
              • Detailed vendors report with competitive landscape
              • Covid-19 impact and recovery analysis
              • Data on revenue-generating market segments
              • Details on the market shares of various regions
              • Five-force market analysis