Table of Content

1 INTRODUCTION
1.1 Study Deliverables
1.2 Study Assumptions
1.3 Scope of the Study


2 RESEARCH METHODOLOGY


3 EXECUTIVE SUMMARY


4 MARKET DYNAMICS
4.1 Market Overview
4.2 Introduction to Market Drivers and Restraints
4.3 Market Drivers
4.3.1 Increasing Focus on Delivering Enhanced Customer Experience
4.3.2 Increasing Demand for Automation and Reduction in Overall Cost of Contact Center Management
4.3.3 Flexible Cloud-based Contact Center Solutions
4.4 Market Restraints
4.4.1 Integration of New Solutions with Legacy Systems
4.5 Industry Attractiveness - Porter’s Five Force Analysis
4.5.1 Threat of New Entrants
4.5.2 Bargaining Power of Buyers/Consumers
4.5.3 Bargaining Power of Suppliers
4.5.4 Threat of Substitute Products
4.5.5 Intensity of Competitive Rivalry


5 MARKET SEGMENTATION
5.1 By Type
5.1.1 Outbound
5.1.2 Inbound
5.1.3 Omni-channel
5.1.4 Workforce Optimization
5.1.5 Reporting and Analytics
5.1.6 Integration
5.1.7 Other Types
5.2 By Deployment
5.2.1 Cloud
5.2.2 On-premise
5.3 By Service
5.3.1 Professional
5.3.2 Managed
5.4 By End-user Industry
5.4.1 IT and Telecommunication
5.4.2 Healthcare
5.4.3 Retail
5.4.4 Government
5.4.5 BFSI
5.4.6 Media and Entertainment
5.4.7 Education
5.4.8 Other End-user Industries
5.5 Geography
5.5.1 North America
5.5.2 Europe
5.5.3 Asia-Pacific
5.5.4 Latin America
5.5.5 Middle East & Africa


6 COMPETITIVE LANDSCAPE
6.1 Company Profiles
6.1.1 Enghouse Interactive Inc.
6.1.2 Cisco Systems Inc.
6.1.3 Unify Inc.
6.1.4 Five9 Inc.
6.1.5 Genesys Telecommunications Laboratories Inc.
6.1.6 Oracle Corporation
6.1.7 SAP SE
6.1.8 Mitel Networks Corp
6.1.9 Avaya Inc.
6.1.10 NEC Enterprise Solutions
6.1.11 ZTE Corporation
6.1.12 Vocalcom SA
6.1.13 Aspect Software Inc.


7 INVESTMENT ANALYSIS


8 MARKET OPPORTUNITIES AND FUTURE TRENDS