Table of Content

1 Preface

2 Scope and Methodology
2.1 Objectives of the Study
2.2 Stakeholders
2.3 Data Sources
2.3.1 Primary Sources
2.3.2 Secondary Sources
2.4 Market Estimation
2.4.1 Bottom-Up Approach
2.4.2 Top-Down Approach
2.5 Forecasting Methodology

3 Executive Summary

4 Introduction
4.1 Overview
4.2 Key Industry Trends

5 Global Contact Center Software Market
5.1 Market Overview
5.2 Market Performance
5.3 Impact of COVID-19
5.4 Market Forecast

6 Market Breakup by Component
6.1 Solution
6.1.1 Market Trends
6.1.2 Key Segments
6.1.2.1 Automatic Call Distribution (ACD)
6.1.2.2 Call Recording
6.1.2.3 Computer Telephony Integration (CTI)
6.1.2.4 Customer Collaboration
6.1.2.5 Dialer
6.1.2.6 Interactive Voice Responses (IVR)
6.1.2.7 Others
6.1.3 Market Forecast
6.2 Service
6.2.1 Market Trends
6.2.2 Key Segments
6.2.2.1 Integration and Deployment
6.2.2.2 Support and Maintenance
6.2.2.3 Training and Consulting
6.2.2.4 Managed Services
6.2.3 Market Forecast

7 Market Breakup by Deployment Mode
7.1 On-premises
7.1.1 Market Trends
7.1.2 Market Forecast
7.2 Cloud-based
7.2.1 Market Trends
7.2.2 Market Forecast

8 Market Breakup by Enterprise Size
8.1 Large Enterprise
8.1.1 Market Trends
8.1.2 Market Forecast
8.2 Small and Medium Enterprise
8.2.1 Market Trends
8.2.2 Market Forecast

9 Market Breakup by End Use
9.1 BFSI
9.1.1 Market Trends
9.1.2 Market Forecast
9.2 Consumer Goods and Retail
9.2.1 Market Trends
9.2.2 Market Forecast
9.3 Government
9.3.1 Market Trends
9.3.2 Market Forecast
9.4 Healthcare
9.4.1 Market Trends
9.4.2 Market Forecast
9.5 IT and Telecom
9.5.1 Market Trends
9.5.2 Market Forecast
9.6 Travel and Hospitality
9.6.1 Market Trends
9.6.2 Market Forecast
9.7 Others
9.7.1 Market Trends
9.7.2 Market Forecast

10 Market Breakup by Region
10.1 North America
10.1.1 United States
10.1.1.1 Market Trends
10.1.1.2 Market Forecast
10.1.2 Canada
10.1.2.1 Market Trends
10.1.2.2 Market Forecast
10.2 Asia-Pacific
10.2.1 China
10.2.1.1 Market Trends
10.2.1.2 Market Forecast
10.2.2 Japan
10.2.2.1 Market Trends
10.2.2.2 Market Forecast
10.2.3 India
10.2.3.1 Market Trends
10.2.3.2 Market Forecast
10.2.4 South Korea
10.2.4.1 Market Trends
10.2.4.2 Market Forecast
10.2.5 Australia
10.2.5.1 Market Trends
10.2.5.2 Market Forecast
10.2.6 Indonesia
10.2.6.1 Market Trends
10.2.6.2 Market Forecast
10.2.7 Others
10.2.7.1 Market Trends
10.2.7.2 Market Forecast
10.3 Europe
10.3.1 Germany
10.3.1.1 Market Trends
10.3.1.2 Market Forecast
10.3.2 France
10.3.2.1 Market Trends
10.3.2.2 Market Forecast
10.3.3 United Kingdom
10.3.3.1 Market Trends
10.3.3.2 Market Forecast
10.3.4 Italy
10.3.4.1 Market Trends
10.3.4.2 Market Forecast
10.3.5 Spain
10.3.5.1 Market Trends
10.3.5.2 Market Forecast
10.3.6 Russia
10.3.6.1 Market Trends
10.3.6.2 Market Forecast
10.3.7 Others
10.3.7.1 Market Trends
10.3.7.2 Market Forecast
10.4 Latin America
10.4.1 Brazil
10.4.1.1 Market Trends
10.4.1.2 Market Forecast
10.4.2 Mexico
10.4.2.1 Market Trends
10.4.2.2 Market Forecast
10.4.3 Others
10.4.3.1 Market Trends
10.4.3.2 Market Forecast
10.5 Middle East and Africa
10.5.1 Market Trends
10.5.2 Market Breakup by Country
10.5.3 Market Forecast

11 SWOT Analysis
11.1 Overview
11.2 Strengths
11.3 Weaknesses
11.4 Opportunities
11.5 Threats

12 Value Chain Analysis

13 Porters Five Forces Analysis
13.1 Overview
13.2 Bargaining Power of Buyers
13.3 Bargaining Power of Suppliers
13.4 Degree of Competition
13.5 Threat of New Entrants
13.6 Threat of Substitutes

14 Price Analysis

15 Competitive Landscape
15.1 Market Structure
15.2 Key Players
15.3 Profiles of Key Players
15.3.1 Aspect Software
15.3.1.1 Company Overview
15.3.1.2 Product Portfolio
15.3.2 Avaya Inc.
15.3.2.1 Company Overview
15.3.2.2 Product Portfolio
15.3.3 Cisco Systems Inc.
15.3.3.1 Company Overview
15.3.3.2 Product Portfolio
15.3.4 Enghouse Interactive Inc.
15.3.4.1 Company Overview
15.3.4.2 Product Portfolio
15.3.5 Five9 Inc.
15.3.5.1 Company Overview
15.3.5.2 Product Portfolio
15.3.5.3 Financials
15.3.6 Genesys
15.3.6.1 Company Overview
15.3.6.2 Product Portfolio
15.3.7 International Business Machines Corporation
15.3.7.1 Company Overview
15.3.7.2 Product Portfolio
15.3.7.3 Financials
15.3.7.4 SWOT Analysis
15.3.8 NEC Corporation
15.3.8.1 Company Overview
15.3.8.2 Product Portfolio
15.3.8.3 Financials
15.3.8.4 SWOT Analysis
15.3.9 Oracle Corporation
15.3.9.1 Company Overview
15.3.9.2 Product Portfolio
15.3.9.3 Financials
15.3.9.4 SWOT Analysis
15.3.10 SAP SE
15.3.10.1 Company Overview
15.3.10.2 Product Portfolio
15.3.10.3 Financials
15.3.10.4 SWOT Analysis
15.3.11 Unify Inc. (Atos SE)
15.3.11.1 Company Overview
15.3.11.2 Product Portfolio