Contact Center Software Market By Service (Managed Services, Integration & Deployment, Training & Consulting and Support & Maintenance), Solution (Workforce Optimization, Automatic Call Distribution (ACD), Reporting & Analytics, Call Recording, Interactive Voice Responses (IVR), Computer Telephony Integration (CTI), Dialer, Customer Collaboration and Other Solutions), Deployment (On-premise and Hosted), Enterprise (Small & Medium Enterprise and Large Enterprise) and End User (Traveling & Hospitality, BFSI, IT & Telecom, Consumer Goods & Retail, Healthcare, Government and Other End Users) - Global Industry Analysis And Forecast To 2025

Industry Outlook

The software for call center is the item that causes the user handle the discussions on business telephone. The telephone groups can utilize the preferred software of call center to handle incoming calls, load automated scripts, track the key metrics of the call center, perform management of workforce, and make outgoing calls for your telephone group. The agents of call center are the telephone colleagues who utilize this software to connect with clients or prospects. Telephone remains an indispensable piece of the channels related to business communication. But, there are also others channels too, for example, social media channels, live chat, emails and so forth which can be outfit contingent upon the business goals. Therefore, the Contact Center Software Market is anticipated to expand and has tremendous scope during the forecast period. The global Contact Center Software Market anticipated to flourish in the future by growing at a significantly higher CAGR.

Market Segmentation

Based on Service the market is segmented into Managed Services, Integration & Deployment, Training & Consulting and Support & Maintenance. The Integration & Deployment section is leading the market due to increasing utilization of new systems for the contact centers also the integration of these systems.

Based on Solution the market is segmented into Workforce Optimization, Automatic Call Distribution (ACD), Reporting & Analytics, Call Recording, Interactive Voice Responses (IVR), Computer Telephony Integration (CTI), Dialer, Customer Collaboration and Other Solutions. The Interactive Voice Responses (IVR) section is leading the market due to rising demand as the response to queries in quicker in this solution, more helpfulness of these solutions for the customers to solve their problems on their own, etc.

Based on Deployment the market is segmented into On-premise and Hosted. The Hosted section is leading the market owing to rising demand & adoption of these techniques as any problem can be any location by the authorized personals.

Based on Enterprise the market is segmented into Small & Medium Enterprise and Large Enterprise. The Small & Medium Enterprise section is leading the market owing to rising adoption of the solutions for customer care by various organizations.

Based on End User the market is segmented into Traveling & Hospitality, BFSI, IT & Telecom, Consumer Goods & Retail, Healthcare, Government and Other End Users. The demand for these services is increasing from all the end user sectors owing to increasing number of queries, feedbacks, complaints & inquiries by the customers.

Regional Insights

The North American region is leading the global Contact Center Software Market owing to rising awareness & adoption of these software’s by the organization present in this region locally, well developed IT sector present in this region, etc.

Contact Center Software Market, By Region




North America


U.S.
Canada
Mexico

Europe


Germany
UK
France
Russia
Italy
Rest of Europe

Asia-Pacific


China
Japan
South Korea
India
Southeast Asia
Rest of Asia-Pacific

South America


Brazil
Argentina
Columbia
Rest of South America

Middle East and Africa


Saudi Arabia
UAE
Egypt
Nigeria
South Africa
Rest of MEA


Competitive Analysis

The major players in the market are profiled in detail in view of qualities, for example, company portfolio, business strategies, financial overview, recent developments, and market share of the overall industry.


Huawei Technologies Co. Ltd.
Alcatel-Lucent Enterprise
Nice Systems Ltd.
Avaya Inc.
SAP SE
Cisco Systems Inc.
Mitel Corporation
Enghouse Interactive Inc.
Genesys
Five9 Inc.


Some of the key questions answered by the report are:


What was the market size in 2014 and forecast from 2015 to 2025?
What will be the industry market growth from 2015 to 2025?
What are the major drivers, restraints, opportunities, challenges, and industry trends and their impact on the market forecast?
What are the major segments leading the market growth and why?
Which are the leading players in the market and what are the major strategies adopted by them to sustain the market competition?