Table of Content

1 INTRODUCTION (Page No. - 44)
    1.1 STUDY OBJECTIVES 
    1.2 MARKET DEFINITION 
           1.2.1 INCLUSIONS AND EXCLUSIONS
    1.3 MARKET SCOPE 
           1.3.1 MARKET SEGMENTATION
           1.3.2 REGIONS COVERED
           1.3.3 YEARS CONSIDERED
           1.3.4 CURRENCY CONSIDERED
                    TABLE 1 USD EXCHANGE RATES, 2018–2022
    1.4 STAKEHOLDERS 
    1.5 SUMMARY OF CHANGES 
    1.6 IMPACT OF RECESSION 
2 RESEARCH METHODOLOGY (Page No. - 50)
    2.1 RESEARCH DATA 
           FIGURE 1 CONTACT CENTER SOFTWARE MARKET: RESEARCH DESIGN
           2.1.1 SECONDARY DATA
           2.1.2 PRIMARY DATA
                    2.1.2.1 Breakup of primary profiles
                               FIGURE 2 BREAKUP OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION,  AND REGION
                    2.1.2.2 Key insights from industry experts
    2.2 DATA TRIANGULATION 
           FIGURE 3 MARKET: DATA TRIANGULATION
    2.3 MARKET SIZE ESTIMATION 
           FIGURE 4 MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
           2.3.1 TOP-DOWN APPROACH
           2.3.2 BOTTOM-UP APPROACH
                    FIGURE 5 CONTACT CENTER SOFTWARE MARKET: RESEARCH FLOW
           2.3.3 MARKET ESTIMATION APPROACHES
                    FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY - SUPPLY SIDE: ILLUSTRATION OF VENDOR REVENUE ESTIMATION
                    FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY: SUPPLY-SIDE ANALYSIS
                    FIGURE 8 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF CONTACT CENTER SOFTWARE VENDORS
                    FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY – DEMAND-SIDE APPROACH
    2.4 MARKET FORECAST 
           TABLE 2 FACTOR ANALYSIS
    2.5 RECESSION IMPACT ANALYSIS 
           TABLE 3 CONTACT CENTER SOFTWARE MARKET: RECESSION IMPACT ANALYSIS
    2.6 ASSUMPTIONS 
           TABLE 4 ASSUMPTIONS
    2.7 LIMITATIONS 
           FIGURE 10 LIMITATIONS
3 EXECUTIVE SUMMARY (Page No. - 64)
    TABLE 5 CONTACT CENTER SOFTWARE MARKET SIZE AND GROWTH,  2017–2022 (USD MILLION, Y-O-Y) 
    TABLE 6 MARKET SIZE AND GROWTH,  2023–2028 (USD MILLION, Y-O-Y) 
    FIGURE 11 GLOBAL MARKET TO WITNESS SIGNIFICANT GROWTH 
    FIGURE 12 NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SHARE IN 2023 
    FIGURE 13 FASTEST-GROWING SEGMENTS OF MARKET 
4 PREMIUM INSIGHTS (Page No. - 68)
    4.1 ATTRACTIVE OPPORTUNITIES FOR KEY PLAYERS IN CONTACT CENTER SOFTWARE MARKET 
           FIGURE 14 INCREASING INVESTMENTS IN CONTACT CENTER SOFTWARE TO ENHANCE CUSTOMER EXPERIENCES AND BOOST MARKET GROWTH
    4.2 MARKET, BY COMPONENT,  2023 VS. 2028 
           FIGURE 15 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD
    4.3 MARKET, BY SOLUTION,  2023 VS. 2028 
           FIGURE 16 OMNICHANNEL ROUTING SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD
    4.4 MARKET, BY SERVICE,  2023 VS. 2028 
           FIGURE 17 CONSULTING SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD
    4.5 MARKET, BY ORGANIZATION SIZE, 2023 VS. 2028 
           FIGURE 18 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD
    4.6 MARKET, BY DEPLOYMENT MODE, 2023 VS. 2028 
           FIGURE 19 CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD
    4.7 MARKET, BY VERTICAL,  2023 VS. 2028 
           FIGURE 20 BFSI VERTICAL TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD
    4.8 CONTACT CENTER SOFTWARE MARKET: REGIONAL SCENARIO, 2023–2028 
           FIGURE 21 ASIA PACIFIC TO EMERGE AS BEST MARKET FOR INVESTMENTS IN NEXT FIVE YEARS
5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 73)
    5.1 INTRODUCTION 
    5.2 MARKET DYNAMICS 
           FIGURE 22 CONTACT CENTER SOFTWARE MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
           5.2.1 DRIVERS
                    5.2.1.1 Rising adoption of advanced contact center technologies
                    5.2.1.2 Need to control contact center attrition and absenteeism
                    5.2.1.3 Impact of social media on contact center operations
                               FIGURE 23 NUMBER OF PEOPLE USING SOCIAL MEDIA FOR BUSINESS
                    5.2.1.4 Continuous transition to cloud-based contact centers
                    5.2.1.5 Integration with CRM and other business systems
                    5.2.1.6 Growing demand for personalized and streamlined interactions
                               FIGURE 24 MEDIUM USED TO MAKE HIGH-STAKE PURCHASES
           5.2.2 RESTRAINTS
                    5.2.2.1 Inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony
                    5.2.2.2 High costs and long-term contracts associated with PRI phone services
                               FIGURE 25 CONTACT CENTERS TO FACE CHALLENGES IN REDUCING FINANCIAL COSTS AND HIRING QUALIFIED AGENTS
                    5.2.2.3 Impact of IVR fraud and cyberattacks on business operations
           5.2.3 OPPORTUNITIES
                    5.2.3.1 Growing demand for analyzing audio and video conversations
                    5.2.3.2 Growing demand for AI and automation
                               FIGURE 26 USE OF CHATBOTS FOR COMMON QUESTIONS
                    5.2.3.3 Dynamic customer demand for robust self-service interactions
           5.2.4 CHALLENGES
                    5.2.4.1 Data privacy and security aspects
                    5.2.4.2 Barriers to moving contact centers to cloud environments
                    5.2.4.3 Lack of trained and skilled workforce
                    5.2.4.4 Implementation and integration challenges
    5.3 CASE STUDY ANALYSIS 
           5.3.1 CASE STUDY 1: ECSI IMPROVED TELEPHONIC INTERACTION SPEED AND REDUCED CHAT HANDLING TIME WITH NICE’S SOLUTION
           5.3.2 CASE STUDY 2: 8X8 VIRTUAL CONTACT CENTER HELPED BAILEY INTERNATIONAL REDUCE CALL ANSWER TIMES AND ABANDONMENT RATES
           5.3.3 CASE STUDY 3: GENESYS HELPED TECHSTYLE FASHION GROUP ENHANCE VISIBILITY AND EXPERIENCE
           5.3.4 CASE STUDY 4: FIVE9 HELPED TELADOC INCREASE UPTIME, IMPROVE CUSTOMER SATISFACTION, AND PREVENT OUTAGES
           5.3.5 CASE STUDY 5: KANTAR STREAMLINED GLOBAL MARKET RESEARCH CENTERS WITH SYTEL’S MULTI-TENANT CCAAS PLATFORM
           5.3.6 CASE STUDY 6: ORANGE OPTIMIZED MESSAGE HANDLING AND ENHANCED CUSTOMER RELATIONS WITH RINGCENTRAL’S SOLUTION
           5.3.7 CASE STUDY 7: TALKDESK OFFERED REAL-TIME REPORTS AND INTEGRATIONS WITH BUSINESS TOOLS TO IMPROVE ACXIOM’S CUSTOMER EXPERIENCES
           5.3.8 CASE STUDY 8: ATOS HELPED MUNICIPALITY OF MAASTRICHT IMPROVE RESPONSIVENESS OF CALLS
           5.3.9 CASE STUDY 9: TWILIO’S SOLUTION HELPED HULU IMPROVE CUSTOMER EXPERIENCE
           5.3.10 CASE STUDY 10: AVAYA CONTACT CENTER SELECT HELPED GTECH OFFER MINUTE STATISTICS
    5.4 SUPPLY CHAIN ANALYSIS 
           FIGURE 27 CONTACT CENTER SOFTWARE MARKET: SUPPLY CHAIN ANALYSIS
    5.5 ECOSYSTEM/MARKET MAP 
           FIGURE 28 MARKET: ECOSYSTEM/MARKET MAP
    5.6 TECHNOLOGY ANALYSIS 
           5.6.1 ADVANCED ANALYTICS
                    5.6.1.1 Data analytics
                    5.6.1.2 Speech analytics
                    5.6.1.3 Sentiment analytics
           5.6.2 ARTIFICIAL INTELLIGENCE
                    5.6.2.1 ML
                    5.6.2.2 NLP
    5.7 PRICING ANALYSIS 
           TABLE 7 CONTACT CENTER SOFTWARE MARKET: PRICING ANALYSIS
    5.8 PATENT ANALYSIS 
           FIGURE 29 NUMBER OF PATENTS PUBLISHED, 2012–2022
           FIGURE 30 TOP FIVE PATENT OWNERS (GLOBAL)
           TABLE 8 TOP TEN PATENT APPLICANTS (US)
           TABLE 9 MARKET: PATENT ANALYSIS
    5.9 PORTER’S FIVE FORCES ANALYSIS 
           FIGURE 31 MARKET: PORTER’S FIVE FORCES ANALYSIS
           TABLE 10 CONTACT CENTER SOFTWARE MARKET: PORTER’S FIVE FORCES ANALYSIS
           5.9.1 THREAT OF NEW ENTRANTS
           5.9.2 THREAT OF SUBSTITUTES
           5.9.3 BARGAINING POWER OF SUPPLIERS
           5.9.4 BARGAINING POWER OF BUYERS
           5.9.5 INTENSITY OF COMPETITIVE RIVALRY
    5.10 TARIFFS AND REGULATORY LANDSCAPE 
           5.10.1 NORTH AMERICA
           5.10.2 EUROPE
           5.10.3 ASIA PACIFIC
           5.10.4 MIDDLE EAST AND SOUTH AFRICA
           5.10.5 LATIN AMERICA
    5.11 KEY CONFERENCES AND EVENTS, 2023–2024 
                    TABLE 11 CONTACT CENTER SOFTWARE MARKET: KEY CONFERENCES AND EVENTS, 2023–2024
    5.12 TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS’ BUSINESSES 
                    FIGURE 32 MARKET: TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS’ BUSINESSES
    5.13 KEY STAKEHOLDERS & BUYING CRITERIA 
           5.13.1 KEY STAKEHOLDERS IN BUYING PROCESS
                    FIGURE 33 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR END USERS
                    TABLE 12 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR END USERS
           5.13.2 BUYING CRITERIA
                    FIGURE 34 KEY BUYING CRITERIA FOR END USERS
                    TABLE 13 KEY BUYING CRITERIA FOR END USERS
    5.14 BUSINESS MODEL ANALYSIS 
                    FIGURE 35 MARKET: BUSINESS MODEL ANALYSIS
           5.14.1 ON-PREMISES BUSINESS MODEL
           5.14.2 HOSTED BUSINESS MODEL
           5.14.3 CLOUD-BASED BUSINESS MODEL
6 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT (Page No. - 105)
    6.1 INTRODUCTION 
           FIGURE 36 SOLUTIONS SEGMENT TO HOLD LARGER MARKET SIZE DURING FORECAST PERIOD
           TABLE 14 MARKET, BY COMPONENT, 2017–2022 (USD MILLION)
           TABLE 15 MARKET, BY COMPONENT, 2023–2028 (USD MILLION)
    6.2 SOLUTIONS 
           6.2.1 GROWING DEMAND FOR OMNICHANNEL CUSTOMER SERVICE AND INCREASING REGULATORY REQUIREMENTS TO DRIVE MARKET
           6.2.2 SOLUTIONS: MARKET DRIVERS
                    TABLE 16 MARKET, BY SOLUTION, 2017–2022 (USD MILLION)
                    TABLE 17 MARKET, BY SOLUTION, 2023–2028 (USD MILLION)
                    TABLE 18 SOLUTIONS: MARKET, BY REGION,  2017–2022 (USD MILLION)
                    TABLE 19 SOLUTIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION)
           6.2.3 OMNICHANNEL ROUTING
                    6.2.3.1 Omnichannel routing to help calls and assign tasks to agents based on their expertise and experience
                    6.2.3.2 Digital channels
                    6.2.3.3 Intelligent routing
                    6.2.3.4 Interactive Voice Response (IVR)
                    6.2.3.5 Automatic Call Distributors (ACD)
                    6.2.3.6 Dialers
                    6.2.3.7 Virtual agents
                               TABLE 20 OMNICHANNEL ROUTING: MARKET, BY REGION,  2017–2022 (USD MILLION)
                               TABLE 21 OMNICHANNEL ROUTING: MARKET, BY REGION,  2023–2028 (USD MILLION)
           6.2.4 WORKFORCE ENGAGEMENT MANAGEMENT
                    6.2.4.1 Workforce engagement to include faster resolution, improve agent productivity, and increase customer retention
                    6.2.4.2 Workforce optimization
                    6.2.4.3 Call recording and quality management
                    6.2.4.4 Gamification
                               TABLE 22 WORKFORCE ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET,  BY REGION, 2017–2022 (USD MILLION)
                               TABLE 23 WORKFORCE ENGAGEMENT MANAGEMENT: MARKET,  BY REGION, 2023–2028 (USD MILLION)
           6.2.5 REPORTING AND ANALYTICS
                    6.2.5.1 Reporting and analytics to identify trends, model data, and predict outcomes related to KPIs and SLAs
                    6.2.5.2 Historical and customized reports
                    6.2.5.3 Speech and text analytics
                    6.2.5.4 Real-time analytics and dashboard
                               TABLE 24 REPORTING AND ANALYTICS: MARKET, BY REGION,  2017–2022 (USD MILLION)
                               TABLE 25 REPORTING AND ANALYTICS: MARKET, BY REGION,  2023–2028 (USD MILLION)
           6.2.6 CUSTOMER ENGAGEMENT MANAGEMENT
                    6.2.6.1 Customer engagement management to identify customer preferences and develop business strategies
                    6.2.6.2 IVR and advanced chat
                    6.2.6.3 Self-service automation
                    6.2.6.4 Customer surveys
                               TABLE 26 CUSTOMER ENGAGEMENT MANAGEMENT: MARKET,  BY REGION, 2017–2022 (USD MILLION)
                               TABLE 27 CUSTOMER ENGAGEMENT MANAGEMENT: MARKET,  BY REGION, 2023–2028 (USD MILLION)
           6.2.7 OTHER SOLUTIONS
                    TABLE 28 OTHER SOLUTIONS: MARKET, BY REGION,  2017–2022 (USD MILLION)
                    TABLE 29 OTHER SOLUTIONS: MARKET, BY REGION,  2023–2028 (USD MILLION)
    6.3 SERVICES 
           6.3.1 NEED TO IMPROVE OPERATIONAL EFFICIENCY AND INCREASE AGILITY OF CONTACT CENTER SOLUTIONS TO DRIVE MARKET
           6.3.2 SERVICES: MARKET DRIVERS
                    TABLE 30 MARKET, BY SERVICE, 2017–2022 (USD MILLION)
                    TABLE 31 MARKET, BY SERVICE, 2023–2028 (USD MILLION)
                    TABLE 32 SERVICES: MARKET, BY REGION,  2017–2022 (USD MILLION)
                    TABLE 33 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION)
           6.3.3 CONSULTING
                    6.3.3.1 Consulting services to ensure smooth implementation and integration of solutions
                               TABLE 34 CONSULTING: MARKET, BY REGION,  2017–2022 (USD MILLION)
                               TABLE 35 CONSULTING: MARKET, BY REGION,  2023–2028 (USD MILLION)
           6.3.4 IMPLEMENTATION & INTEGRATION
                    6.3.4.1 Implementation & integration services to provide hassle-free and accurate integration and deployment of solutions
                               TABLE 36 IMPLEMENTATION & INTEGRATION: MARKET, BY REGION, 2017–2022 (USD MILLION)
                               TABLE 37 IMPLEMENTATION & INTEGRATION: MARKET, BY REGION, 2023–2028 (USD MILLION)
           6.3.5 TRAINING, SUPPORT & MAINTENANCE
                    6.3.5.1 Training, support & maintenance services to ensure smooth operation and identification of issues
                               TABLE 38 TRAINING, SUPPORT & MAINTENANCE: MARKET,  BY REGION, 2017–2022 (USD MILLION)
                               TABLE 39 TRAINING, SUPPORT & MAINTENANCE: MARKET,  BY REGION, 2023–2028 (USD MILLION)
7 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE (Page No. - 125)
    7.1 INTRODUCTION 
           FIGURE 37 CLOUD DEPLOYMENT MODE TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
           7.1.1 DEPLOYMENT MODES: MARKET DRIVERS
                    TABLE 40 MARKET, BY DEPLOYMENT MODE,  2017–2022 (USD MILLION)
                    TABLE 41 MARKET, BY DEPLOYMENT MODE,  2023–2028 (USD MILLION)
    7.2 ON-PREMISES 
           7.2.1 ON-PREMISES DEPLOYMENT TO ENABLE ORGANIZATIONS TO CUSTOMIZE CONTACT CENTER SOLUTIONS TO THEIR SPECIFIC NEEDS
                    TABLE 42 ON-PREMISES: MARKET, BY REGION,  2017–2022 (USD MILLION)
                    TABLE 43 ON-PREMISES: MARKET, BY REGION,  2023–2028 (USD MILLION)
    7.3 CLOUD 
           7.3.1 CLOUD DEPLOYMENT TO OFFER COST EFFICIENCY, SCALABILITY, ACCESSIBILITY, AND REDUCED INFRASTRUCTURE MANAGEMENT
                    TABLE 44 CLOUD: MARKET, BY REGION, 2017–2022 (USD MILLION)
                    TABLE 45 CLOUD: MARKET, BY REGION, 2023–2028 (USD MILLION)
8 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE (Page No. - 130)
    8.1 INTRODUCTION 
           FIGURE 38 SMES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
           8.1.1 ORGANIZATION SIZES: MARKET DRIVERS
                    TABLE 46 MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                    TABLE 47 MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
    8.2 LARGE ENTERPRISES 
           8.2.1 NEED FOR ADVANCED FEATURES, SCALABILITY, AND CUSTOMIZATION OPTIONS TO DRIVE DEMAND FOR CONTACT CENTER SOFTWARE
                    TABLE 48 LARGE ENTERPRISES: MARKET, BY REGION,  2017–2022 (USD MILLION)
                    TABLE 49 LARGE ENTERPRISES: MARKET, BY REGION,  2023–2028 (USD MILLION)
    8.3 SMALL AND MEDIUM-SIZED ENTERPRISES (SMES) 
           8.3.1 COST-EFFECTIVENESS AND AFFORDABILITY OF CLOUD-BASED CONTACT CENTER SOFTWARE TO DRIVE ITS DEMAND IN SMES
                    TABLE 50 SMES: MARKET, BY REGION, 2017–2022 (USD MILLION)
                    TABLE 51 SMES: MARKET, BY REGION, 2023–2028 (USD MILLION)
9 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL (Page No. - 135)
    9.1 INTRODUCTION 
           FIGURE 39 BFSI VERTICAL TO ACCOUNT FOR LARGEST MARKET SIZE DURING FORECAST PERIOD
           9.1.1 VERTICALS: MARKET DRIVERS
                    TABLE 52 MARKET, BY VERTICAL, 2017–2022 (USD MILLION)
                    TABLE 53 MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
    9.2 BFSI 
           9.2.1 NEED TO ENGAGE WITH CUSTOMERS AND PROVIDE SEAMLESS EXPERIENCES TO DRIVE DEMAND FOR CONTACT CENTER SOFTWARE
                    TABLE 54 BFSI: MARKET, BY REGION, 2017–2022 (USD MILLION)
                    TABLE 55 BFSI: MARKET, BY REGION, 2023–2028 (USD MILLION)
    9.3 TELECOMMUNICATIONS 
           9.3.1 NEED FOR COMPREHENSIVE ANALYTICS AND REPORTING TOOLS TO BOOST DEMAND FOR CONTACT CENTER SOFTWARE
                    TABLE 56 TELECOMMUNICATIONS: MARKET, BY REGION,  2017–2022 (USD MILLION)
                    TABLE 57 TELECOMMUNICATIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION)
    9.4 HEALTHCARE & LIFE SCIENCES 
           9.4.1 NEED TO MANAGE APPOINTMENT SCHEDULING, ENSURE PATIENT ADHERENCE TO TREATMENT PLANS, AND STREAMLINE APPOINTMENT PROCESSES TO DRIVE MARKET
                    TABLE 58 HEALTHCARE & LIFE SCIENCES: MARKET, BY REGION, 2017–2022 (USD MILLION)
                    TABLE 59 HEALTHCARE & LIFE SCIENCES: MARKET, BY REGION, 2023–2028 (USD MILLION)
    9.5 IT & ITES 
           9.5.1 NEED FOR MULTICHANNEL CUSTOMER ENGAGEMENT, ACCESS CUSTOMER INFORMATION, TRACK INTERACTIONS, AND MANAGE TICKETS TO PROPEL MARKET
                    TABLE 60 IT & ITES: MARKET, BY REGION, 2017–2022 (USD MILLION)
                    TABLE 61 IT & ITES: MARKET, BY REGION, 2023–2028 (USD MILLION)
    9.6 MANUFACTURING 
           9.6.1 NEED TO MANAGE ORDER INQUIRIES, TRACK SHIPMENTS, AND PROVIDE STATUS UPDATES TO FUEL DEMAND FOR CONTACT CENTER SOFTWARE
                    TABLE 62 MANUFACTURING: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION)
                    TABLE 63 MANUFACTURING: MARKET, BY REGION,  2023–2028 (USD MILLION)
    9.7 RETAIL & CONSUMER GOODS 
           9.7.1 NEED FOR FASTER DECISION-MAKING, CUSTOMER-CENTRIC MARKET STRATEGIES, AND BUSINESS OPERATIONS TO DRIVE MARKET
                    TABLE 64 RETAIL & CONSUMER GOODS: MARKET, BY REGION,  2017–2022 (USD MILLION)
                    TABLE 65 RETAIL & CONSUMER GOODS: MARKET, BY REGION,  2023–2028 (USD MILLION)
    9.8 GOVERNMENT & PUBLIC SECTOR 
           9.8.1 NEED FOR EFFECTIVE COMMUNICATION, PROGRESS TRACKING, AND TIMELY ISSUE RESOLUTION TO DRIVE MARKET
                    TABLE 66 GOVERNMENT & PUBLIC SECTOR: MARKET, BY REGION, 2017–2022 (USD MILLION)
                    TABLE 67 GOVERNMENT & PUBLIC SECTOR: MARKET, BY REGION, 2023–2028 (USD MILLION)
    9.9 ENERGY & UTILITIES 
           9.9.1 EFFICIENTLY HANDLING CUSTOMER INQUIRIES, SERVICE REQUESTS, BILLING INQUIRIES, AND OUTAGE REPORTS TO DRIVE MARKET
                    TABLE 68 ENERGY & UTILITIES: MARKET, BY REGION,  2017–2022 (USD MILLION)
                    TABLE 69 ENERGY & UTILITIES: MARKET, BY REGION,  2023–2028 (USD MILLION)
    9.10 OTHER VERTICALS 
           TABLE 70 OTHER VERTICALS: MARKET, BY REGION,  2017–2022 (USD MILLION)
           TABLE 71 OTHER VERTICALS: MARKET, BY REGION,  2023–2028 (USD MILLION)
10 CONTACT CENTER SOFTWARE MARKET, BY REGION (Page No. - 149)
     10.1 INTRODUCTION 
               FIGURE 40 NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SIZE DURING FORECAST PERIOD
               TABLE 72 MARKET, BY REGION, 2017–2022 (USD MILLION)
               TABLE 73 MARKET, BY REGION, 2023–2028 (USD MILLION)
     10.2 NORTH AMERICA 
             10.2.1 NORTH AMERICA: MARKET DRIVERS
             10.2.2 NORTH AMERICA: RECESSION IMPACT
             10.2.3 NORTH AMERICA: REGULATORY LANDSCAPE
                       10.2.3.1 US Securities and Exchange Commission (SEC)
                       10.2.3.2 International Organization for Standardization (ISO) 27001
                       10.2.3.3 California Consumer Privacy Act (CCPA)
                       10.2.3.4 Health Insurance Portability and Accountability Act (HIPAA) of 1996
                       10.2.3.5 Sarbanes-Oxley (SOX) Act of 2002
                                   FIGURE 41 NORTH AMERICA: MARKET SNAPSHOT
                                   TABLE 74 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 75 NORTH AMERICA: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 76 NORTH AMERICA: MARKET, BY SOLUTION,  2017–2022 (USD MILLION)
                                   TABLE 77 NORTH AMERICA: MARKET, BY SOLUTION,  2023–2028 (USD MILLION)
                                   TABLE 78 NORTH AMERICA: MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                                   TABLE 79 NORTH AMERICA: MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                                   TABLE 80 NORTH AMERICA: MARKET, BY DEPLOYMENT MODE,  2017–2022 (USD MILLION)
                                   TABLE 81 NORTH AMERICA: MARKET, BY DEPLOYMENT MODE,  2023–2028 (USD MILLION)
                                   TABLE 82 NORTH AMERICA: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 83 NORTH AMERICA: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
                                   TABLE 84 NORTH AMERICA: MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
                                   TABLE 85 NORTH AMERICA: MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
                                   TABLE 86 NORTH AMERICA: MARKET, BY COUNTRY,  2017–2022 (USD MILLION)
                                   TABLE 87 NORTH AMERICA: MARKET, BY COUNTRY,  2023–2028 (USD MILLION)
             10.2.4 US
                       10.2.4.1 Advanced IT infrastructure, presence of numerous organizations, and availability of technical skills to drive market
                                   TABLE 88 US: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION)
                                   TABLE 89 US: MARKET, BY COMPONENT, 2023–2028 (USD MILLION)
                                   TABLE 90 US: MARKET, BY DEPLOYMENT MODE,  2017–2022 (USD MILLION)
                                   TABLE 91 US: MARKET, BY DEPLOYMENT MODE,  2023–2028 (USD MILLION)
                                   TABLE 92 US: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 93 US: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
             10.2.5 CANADA
                       10.2.5.1 Presence of knowledgeable and skilled workforce, increased digitalization, and rise in workload to drive market
                                   TABLE 94 CANADA: MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 95 CANADA: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 96 CANADA: MARKET, BY DEPLOYMENT MODE,  2017–2022 (USD MILLION)
                                   TABLE 97 CANADA: MARKET, BY DEPLOYMENT MODE,  2023–2028 (USD MILLION)
                                   TABLE 98 CANADA: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 99 CANADA: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
     10.3 EUROPE 
             10.3.1 EUROPE: MARKET DRIVERS
             10.3.2 EUROPE: RECESSION IMPACT
             10.3.3 EUROPE: REGULATORY LANDSCAPE
                       10.3.3.1 General Data Protection Regulation (GDPR)
                       10.3.3.2 European Cybersecurity Act
                                   TABLE 100 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 101 EUROPE: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 102 EUROPE: MARKET, BY SOLUTION,  2017–2022 (USD MILLION)
                                   TABLE 103 EUROPE: MARKET, BY SOLUTION,  2023–2028 (USD MILLION)
                                   TABLE 104 EUROPE: MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                                   TABLE 105 EUROPE: MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                                   TABLE 106 EUROPE: MARKET, BY DEPLOYMENT MODE,  2017–2022 (USD MILLION)
                                   TABLE 107 EUROPE: MARKET, BY DEPLOYMENT MODE,  2023–2028 (USD MILLION)
                                   TABLE 108 EUROPE: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 109 EUROPE: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
                                   TABLE 110 EUROPE: MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
                                   TABLE 111 EUROPE: MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
                                   TABLE 112 EUROPE: MARKET, BY COUNTRY,  2017–2022 (USD MILLION)
                                   TABLE 113 EUROPE: MARKET, BY COUNTRY,  2023–2028 (USD MILLION)
             10.3.4 UK
                       10.3.4.1 Increasing digitalization and rising demand for mobile devices and cloud services to boost demand for contact center software
                                   TABLE 114 UK: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION)
                                   TABLE 115 UK: MARKET, BY COMPONENT, 2023–2028 (USD MILLION)
                                   TABLE 116 UK: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 117 UK: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
             10.3.5 GERMANY
                       10.3.5.1 Government initiatives for technology adoption and growing popularity of WFO to drive market
                                   TABLE 118 GERMANY: MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 119 GERMANY: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 120 GERMANY: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 121 GERMANY: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
             10.3.6 FRANCE
                       10.3.6.1 Need for exceptional customer experiences, digital transformation, and leveraging data insights to propel market
                                   TABLE 122 FRANCE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 123 FRANCE: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 124 FRANCE: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 125 FRANCE: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
             10.3.7 BELGIUM
                       10.3.7.1 Need to break out of legacy infrastructure to develop agile approach and presence of robust contact center industry to drive market
                                   TABLE 126 BELGIUM: MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 127 BELGIUM: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 128 BELGIUM: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 129 BELGIUM: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
             10.3.8 REST OF EUROPE
                       TABLE 130 REST OF EUROPE: MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                       TABLE 131 REST OF EUROPE: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                       TABLE 132 REST OF EUROPE: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                       TABLE 133 REST OF EUROPE: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
     10.4 ASIA PACIFIC 
             10.4.1 ASIA PACIFIC: MARKET DRIVERS
             10.4.2 ASIA PACIFIC: RECESSION IMPACT
             10.4.3 ASIA PACIFIC: REGULATORY LANDSCAPE
                       10.4.3.1 Personal Data Protection Act (PDPA)
                       10.4.3.2 Singapore Standard (SS) 564
                       10.4.3.3 Internet Data Center (IDC) in China
                                   FIGURE 42 ASIA PACIFIC: REGIONAL SNAPSHOT
                                   TABLE 134 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 135 ASIA PACIFIC: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 136 ASIA PACIFIC: MARKET, BY SOLUTION,  2017–2022 (USD MILLION)
                                   TABLE 137 ASIA PACIFIC: MARKET, BY SOLUTION,  2023–2028 (USD MILLION)
                                   TABLE 138 ASIA PACIFIC: MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                                   TABLE 139 ASIA PACIFIC: MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                                   TABLE 140 ASIA PACIFIC: MARKET, BY DEPLOYMENT MODE,  2017–2022 (USD MILLION)
                                   TABLE 141 ASIA PACIFIC: MARKET, BY DEPLOYMENT MODE,  2023–2028 (USD MILLION)
                                   TABLE 142 ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 143 ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
                                   TABLE 144 ASIA PACIFIC: MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
                                   TABLE 145 ASIA PACIFIC: MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
                                   TABLE 146 ASIA PACIFIC: MARKET, BY COUNTRY,  2017–2022 (USD MILLION)
                                   TABLE 147 ASIA PACIFIC: MARKET, BY COUNTRY,  2023–2028 (USD MILLION)
             10.4.4 CHINA
                       10.4.4.1 Growing concern for data privacy and security and increasing focus on customer experience to propel market
                                   TABLE 148 CHINA: MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 149 CHINA: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 150 CHINA: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 151 CHINA: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
             10.4.5 JAPAN
                       10.4.5.1 Presence of major vendors, need to move to cloud-based B2B services, and business-friendly regulations to drive market
                                   TABLE 152 JAPAN: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 153 JAPAN: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 154 JAPAN: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 155 JAPAN: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
             10.4.6 AUSTRALIA & NEW ZEALAND (ANZ)
                       10.4.6.1 Customer experience, strong service-oriented sectors, and high level of technology adoption to drive market
                                   TABLE 156 AUSTRALIA & NEW ZEALAND: MARKET, BY COMPONENT, 2017–2022 (USD MILLION)
                                   TABLE 157 AUSTRALIA & NEW ZEALAND: MARKET, BY COMPONENT, 2023–2028 (USD MILLION)
                                   TABLE 158 AUSTRALIA & NEW ZEALAND: MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
                                   TABLE 159 AUSTRALIA & NEW ZEALAND: MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
             10.4.7 REST OF ASIA PACIFIC
                       TABLE 160 REST OF ASIA PACIFIC: MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                       TABLE 161 REST OF ASIA PACIFIC: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                       TABLE 162 REST OF ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
                       TABLE 163 REST OF ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
     10.5 MIDDLE EAST & AFRICA 
             10.5.1 MIDDLE EAST & AFRICA: MARKET DRIVERS
             10.5.2 MIDDLE EAST & AFRICA: RECESSION IMPACT
             10.5.3 MIDDLE EAST & AFRICA: REGULATORY LANDSCAPE
                       10.5.3.1 Personal Data Protection Law (PDPL)
                       10.5.3.2 Cloud Computing Regulatory Framework
                                   TABLE 164 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 165 MIDDLE EAST & AFRICA: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 166 MIDDLE EAST & AFRICA: MARKET, BY SOLUTION,  2017–2022 (USD MILLION)
                                   TABLE 167 MIDDLE EAST & AFRICA: MARKET, BY SOLUTION,  2023–2028 (USD MILLION)
                                   TABLE 168 MIDDLE EAST & AFRICA: MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                                   TABLE 169 MIDDLE EAST & AFRICA: MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                                   TABLE 170 MIDDLE EAST & AFRICA: MARKET, BY DEPLOYMENT MODE, 2017–2022 (USD MILLION)
                                   TABLE 171 MIDDLE EAST & AFRICA: MARKET, BY DEPLOYMENT MODE, 2023–2028 (USD MILLION)
                                   TABLE 172 MIDDLE EAST & AFRICA: MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
                                   TABLE 173 MIDDLE EAST & AFRICA: MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
                                   TABLE 174 MIDDLE EAST & AFRICA: MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
                                   TABLE 175 MIDDLE EAST & AFRICA: MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
                                   TABLE 176 MIDDLE EAST & AFRICA: MARKET, BY COUNTRY,  2017–2022 (USD MILLION)
                                   TABLE 177 MIDDLE EAST & AFRICA: MARKET, BY COUNTRY,  2023–2028 (USD MILLION)
             10.5.4 KSA
                       10.5.4.1 Initiatives such as Vision 2030 and the National Transformation Program to drive market
                                   TABLE 178 KSA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 179 KSA: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 180 KSA: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 181 KSA: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
             10.5.5 UAE
                       10.5.5.1 Rising need for omnichannel communication and workforce management to fuel demand for contact center software
                                   TABLE 182 UAE: MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 183 UAE: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 184 UAE: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 185 UAE: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
             10.5.6 REST OF MIDDLE EAST & AFRICA
                       TABLE 186 REST OF MIDDLE EAST & AFRICA: MARKET,  BY COMPONENT, 2017–2022 (USD MILLION)
                       TABLE 187 REST OF MIDDLE EAST & AFRICA: MARKET,  BY COMPONENT, 2023–2028 (USD MILLION)
                       TABLE 188 REST OF MIDDLE EAST & AFRICA: MARKET,  BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
                       TABLE 189 REST OF MIDDLE EAST & AFRICA: MARKET,  BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
     10.6 LATIN AMERICA 
             10.6.1 LATIN AMERICA: MARKET DRIVERS
             10.6.2 LATIN AMERICA: RECESSION IMPACT
             10.6.3 LATIN AMERICA: REGULATORY LANDSCAPE
                       10.6.3.1 FEDERAL LAW ON PROTECTION OF PERSONAL DATA HELD BY INDIVIDUALS
                                   TABLE 190 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 191 LATIN AMERICA: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 192 LATIN AMERICA: MARKET, BY SOLUTION,  2017–2022 (USD MILLION)
                                   TABLE 193 LATIN AMERICA: MARKET, BY SOLUTION,  2023–2028 (USD MILLION)
                                   TABLE 194 LATIN AMERICA: MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                                   TABLE 195 LATIN AMERICA: MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                                   TABLE 196 LATIN AMERICA: MARKET, BY DEPLOYMENT MODE,  2017–2022 (USD MILLION)
                                   TABLE 197 LATIN AMERICA: MARKET, BY DEPLOYMENT MODE,  2023–2028 (USD MILLION)
                                   TABLE 198 LATIN AMERICA: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 199 LATIN AMERICA: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
                                   TABLE 200 LATIN AMERICA: MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
                                   TABLE 201 LATIN AMERICA: MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
                                   TABLE 202 LATIN AMERICA: MARKET, BY COUNTRY,  2017–2022 (USD MILLION)
                                   TABLE 203 LATIN AMERICA: MARKET, BY COUNTRY,  2023–2028 (USD MILLION)
             10.6.4 BRAZIL
                       10.6.4.1 Shift toward cloud-based contact center solutions for flexibility and cost-effectiveness to accelerate market
                                   TABLE 204 BRAZIL: MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 205 BRAZIL: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 206 BRAZIL: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 207 BRAZIL: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
             10.6.5 MEXICO
                       10.6.5.1 Government initiatives to attract foreign investment, digital advancement, and technical expertise to drive market
                                   TABLE 208 MEXICO: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                                   TABLE 209 MEXICO: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                                   TABLE 210 MEXICO: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 211 MEXICO: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
             10.6.6 REST OF LATIN AMERICA
                       TABLE 212 REST OF LATIN AMERICA: MARKET, BY COMPONENT,  2017–2022 (USD MILLION)
                       TABLE 213 REST OF LATIN AMERICA: MARKET, BY COMPONENT,  2023–2028 (USD MILLION)
                       TABLE 214 REST OF LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
                       TABLE 215 REST OF LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
11 COMPETITIVE LANDSCAPE (Page No. - 211)
     11.1 OVERVIEW 
     11.2 STRATEGIES ADOPTED BY KEY PLAYERS 
     11.3 HISTORICAL REVENUE ANALYSIS 
               FIGURE 43 HISTORICAL FIVE-YEAR SEGMENTAL REVENUE ANALYSIS OF KEY CONTACT CENTER SOFTWARE PROVIDERS
     11.4 MARKET SHARE ANALYSIS 
               FIGURE 44 CONTACT CENTER SOFTWARE MARKET SHARE ANALYSIS
               TABLE 216 MARKET: DEGREE OF COMPETITION
     11.5 MARKET RANKING OF KEY PLAYERS 
               FIGURE 45 MARKET RANKING OF KEY CONTACT CENTER SOFTWARE PLAYERS, 2023
     11.6 GLOBAL SNAPSHOT OF KEY MARKET PARTICIPANTS 
               FIGURE 46 MARKET: GLOBAL SNAPSHOT OF KEY MARKET PARTICIPANTS, 2023
     11.7 COMPETITIVE BENCHMARKING FOR KEY PLAYERS 
             11.7.1 EVALUATION CRITERIA FOR KEY COMPANIES
                       TABLE 217 COMPANY REGIONAL FOOTPRINT
                       TABLE 218 COMPANY COMPONENT FOOTPRINT
                       TABLE 219 COMPANY VERTICAL FOOTPRINT
     11.8 EVALUATION MATRIX FOR KEY PLAYERS, 2023 
             11.8.1 DEFINITIONS AND METHODOLOGY
                       FIGURE 47 EVALUATION MATRIX FOR KEY PLAYERS: CRITERIA WEIGHTAGE
                       FIGURE 48 EVALUATION MATRIX FOR KEY PLAYERS, 2023
             11.8.2 STARS
             11.8.3 EMERGING LEADERS
             11.8.4 PERVASIVE PLAYERS
             11.8.5 PARTICIPANTS
     11.9 EVALUATION MATRIX FOR STARTUPS/SMES, 2023 
             11.9.1 DEFINITIONS AND METHODOLOGY
                       FIGURE 49 EVALUATION MATRIX FOR SMES/STARTUPS: CRITERIA WEIGHTAGE
                       FIGURE 50 EVALUATION MATRIX FOR STARTUPS/SMES, 2023
             11.9.2 PROGRESSIVE COMPANIES
             11.9.3 RESPONSIVE COMPANIES
             11.9.4 DYNAMIC COMPANIES
             11.9.5 STARTING BLOCKS
     11.1 COMPETITIVE BENCHMARKING FOR STARTUPS/SMES 
             11.10.1 EVALUATION CRITERIA FOR STARTUPS/SMES
                       TABLE 220 DETAILED LIST OF KEY STARTUPS/SMES
                       TABLE 221 COMPANY REGIONAL FOOTPRINT
                       TABLE 222 COMPANY COMPONENT FOOTPRINT
                       TABLE 223 COMPANY VERTICAL FOOTPRINT
     11.11 VALUATION AND FINANCIAL METRICS OF CONTACT CENTER SOFTWARE VENDORS 
                       FIGURE 51 COMPANY FINANCIAL METRICS
     11.12 COMPETITIVE SCENARIO 
             11.12.1 PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 224 MARKET: PRODUCT LAUNCHES AND ENHANCEMENTS
             11.12.2 DEALS
                       TABLE 225 CONTACT CENTER SOFTWARE MARKET: DEALS
12 COMPANY PROFILES (Page No. - 234)
     12.1 INTRODUCTION 
     12.2 MAJOR PLAYERS 
(Business overview, Products/Solutions/Services offered, Recent developments, MnM view, Right to win, Strategic choices, and Weaknesses and competitive threats)*
             12.2.1 GENESYS
                       TABLE 226 GENESYS: COMPANY OVERVIEW
                       TABLE 227 GENESYS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 228 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 229 GENESYS: DEALS
             12.2.2 NICE
                       TABLE 230 NICE: COMPANY OVERVIEW
                       FIGURE 52 NICE: COMPANY SNAPSHOT
                       TABLE 231 NICE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 232 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 233 NICE: DEALS
             12.2.3 IBM
                       TABLE 234 IBM: COMPANY OVERVIEW
                       FIGURE 53 IBM: COMPANY SNAPSHOT
                       TABLE 235 IBM: PRODUCTS/SOLUTIONS/SERVICES OFFERED
             12.2.4 AWS
                       TABLE 236 AWS: COMPANY OVERVIEW
                       FIGURE 54 AWS: COMPANY SNAPSHOT
                       TABLE 237 AWS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 238 AWS: PRODUCT LAUNCHES & ENHANCEMENTS
                       TABLE 239 AWS: DEALS
             12.2.5 FIVE9
                       TABLE 240 FIVE9: COMPANY OVERVIEW
                       FIGURE 55 FIVE9: COMPANY SNAPSHOT
                       TABLE 241 FIVE9: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 242 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 243 FIVE9: DEALS
             12.2.6 TWILIO
                       TABLE 244 TWILIO: COMPANY OVERVIEW
                       FIGURE 56 TWILIO: COMPANY SNAPSHOT
                       TABLE 245 TWILIO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 246 TWILIO: PRODUCT LAUNCHES & ENHANCEMENTS
                       TABLE 247 TWILIO: DEALS
             12.2.7 MITEL
                       TABLE 248 MITEL: COMPANY OVERVIEW
                       TABLE 249 MITEL: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 250 MITEL: PRODUCT LAUNCHES & ENHANCEMENTS
                       TABLE 251 MITEL: DEALS
             12.2.8 CISCO
                       TABLE 252 CISCO: COMPANY OVERVIEW
                       FIGURE 57 CISCO: COMPANY SNAPSHOT
                       TABLE 253 CISCO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 254 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 255 CISCO: DEALS
             12.2.9 BT GROUP
                       TABLE 256 BT GROUP: COMPANY OVERVIEW
                       FIGURE 58 BT GROUP: COMPANY SNAPSHOT
                       TABLE 257 BT GROUP: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 258 BT GROUP: DEALS
             12.2.10 VERIZON
                       TABLE 259 VERIZON: COMPANY OVERVIEW
                       FIGURE 59 VERIZON: COMPANY SNAPSHOT
                       TABLE 260 VERIZON: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 261 VERIZON: PRODUCT LAUNCHES AND ENHANCEMENTS
             12.2.11 AVAYA
                       TABLE 262 AVAYA: COMPANY OVERVIEW
                       TABLE 263 AVAYA: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 264 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 265 AVAYA: DEALS
             12.2.12 VONAGE
                       TABLE 266 VONAGE: COMPANY OVERVIEW
                       TABLE 267 VONAGE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 268 VONAGE: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 269 VONAGE: DEALS
             12.2.13 8X8
                       TABLE 270 8X8: COMPANY OVERVIEW
                       FIGURE 60 8X8: COMPANY SNAPSHOT
                       TABLE 271 8X8: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 272 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 273 8X8: DEALS
             12.2.14 TALKDESK
                       TABLE 274 TALKDESK: COMPANY OVERVIEW
                       TABLE 275 TALKDESK: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 276 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 277 TALKDESK: DEALS
     12.3 OTHER PLAYERS 
             12.3.1 ALCATEL-LUCENT ENTERPRISE
             12.3.2 SINCH
             12.3.3 ORACLE
             12.3.4 RINGCENTRAL
             12.3.5 LIFESIZE
             12.3.6 CONTENT GURU
             12.3.7 ALVARIA
             12.3.8 ENGHOUSE INTERACTIVE
             12.3.9 3CLOGIC INC
             12.3.10 AMEYO
             12.3.11 NEC CORPORATION
             12.3.12 WEST TECHNOLOGY GROUP
             12.3.13 ZTE CORPORATION
     12.4 STARTUPS/SMES 
             12.4.1 VOCALCOM
             12.4.2 EVOLVE IP
             12.4.3 UJET
             12.4.4 AMTELCO
             12.4.5 AVOXI
             12.4.6 VCC LIVE
             12.4.7 GLIA TECHNOLOGIES
             12.4.8 BRIGHT PATTERN
             12.4.9 COMPUTERTALK
             12.4.10 C-ZENTRIX
*Details on Business overview, Products/Solutions/Services offered, Recent developments, MnM view, Right to win, Strategic choices, and Weaknesses and competitive threats might not be captured in case of unlisted companies.
13 ADJACENT/RELATED MARKETS (Page No. - 330)
     13.1 INTRODUCTION 
             13.1.1 RELATED MARKETS
             13.1.2 LIMITATIONS
     13.2 CLOUD-BASED CONTACT CENTER MARKET 
               TABLE 278 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
               TABLE 279 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
               TABLE 280 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016–2021 (USD MILLION)
               TABLE 281 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
               TABLE 282 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION,  2016–2021 (USD MILLION)
               TABLE 283 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION,  2022–2027 (USD MILLION)
               TABLE 284 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION,  2016–2021 (USD MILLION)
               TABLE 285 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION,  2022–2027 (USD MILLION)
               TABLE 286 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
               TABLE 287 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE,  2022–2027 (USD MILLION)
               TABLE 288 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE,  2016–2021 (USD MILLION)
               TABLE 289 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
               TABLE 290 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
               TABLE 291 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
14 APPENDIX (Page No. - 336)
     14.1 DISCUSSION GUIDE 
     14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’  SUBSCRIPTION PORTAL 
     14.3 CUSTOMIZATION OPTIONS 
     14.4 RELATED REPORTS 
     14.5 AUTHOR DETAILS