Contact Center Applications Market to 2027 - Global Analysis and Forecasts by Solution (Automatic Call Distribution (ACD), Call Recording, Computer Telephony Integration (CTI), Customer Collaboration, Dialer, Interactive Voice Responses (IVR), Reporting and Analytics, Workforce Optimization, Others); Service (Integration and Deployment, Support and Maintenance, Training and Consulting, Managed Services); Deployment Model (Cloud-based, On-premise); End-User (BFSI, Consumer Goods and Retail, Healthcare, IT and Telecom, Government, Media and Entertainment, Travel and Hospitality, Others) and Geography
Report Code: TIPRE00003916 No. of Pages: 150 Category: Technology, Media and Telecommunications Status: Upcoming
MARKET INTRODUCTION
In a bid to garner larger market shares, businesses today have laid down large emphasis on customer serving strategies. The contact center applications comprise of a part of larger customer relationship management strategies. Contact center applications offer Omni-channel communication services with the customer over voice, mail, social media, and website support. With the help of contact center applications, the inbound and outbound processes of an organization are automated and it reduces the burden on the customer care department thereby contributing in boosting the overall productivity of the organization.
MARKET DYNAMICS
Increasing needs for organizations to adopt a customer-centric approach in the wake of fierce competitions, and the presence of Omni-channel communication methods are the major factors driving the contact center applications market. Problems in integration with the legacy systems hinder the smooth adoptions of the contact center applications market and pose little challenges to the growth. Further, proliferation in the number of customers using social media lay out a strong growth platform for the players in the contact center applications market.
MARKET SCOPE
The "Global Contact Center Applications Market Analysis to 2027" is a specialized and in-depth study of the technology, media and telecommunications industry with a special focus on the global market trend analysis. The report aims to provide an overview of the contact center applications market with detailed market segmentation by solution, service, deployment model, end-user, and geography. The global contact center applications market is expected to witness high growth during the forecast period. The report provides key statistics on the market status of the leading contact center applications market players and offers key trends and opportunities in the market.
MARKET SEGMENTATION
The global contact center applications market is segmented on the basis of solution, service, deployment model, and end-user. Based on solution, the contact center applications market is segmented into Automatic Call Distribution (ACD), Call Recording, Computer Telephony Integration (CTI), Customer Collaboration, Dialer, Interactive Voice Responses (IVR), Reporting & Analytics, Workforce Optimization, and Others. On the basis of service, the contact center applications market is segmented into Integration and Deployment, Support and Maintenance, Training and Consulting, and Managed Services. Further, the contact center applications market is segmented on the basis of deployment model into Cloud-based and On-premise. The contact center applications market on the basis of the end-user is classified into BFSI, Consumer Goods and Retail, Healthcare, IT and Telecom, Government, Media and Entertainment, Travel and Hospitality, and Others.
REGIONAL FRAMEWORK
The report provides a detailed overview of the industry including both qualitative and quantitative information. It provides an overview and forecast of the global contact center applications market based on various segments. It also provides market size and forecast estimates from the year 2018 to 2027 with respect to five major regions, namely; North America, Europe, Asia-Pacific (APAC), Middle East and Africa (MEA) and South America. The contact center applications market by each region is later sub-segmented by respective countries and segments. The report covers the analysis and forecast of 18 countries globally along with the current trend and opportunities prevailing in the region.
The report analyzes factors affecting the contact center applications market from both demand and supply side and further evaluates market dynamics affecting the market during the forecast period i.e., drivers, restraints, opportunities, and future trend. The report also provides exhaustive Porter's Five Forces analysis for all five regions namely; North America, Europe, APAC, MEA, and South America after evaluating political, economic, social and technological factors affecting the contact center applications in these regions.
MARKET PLAYERS
The reports cover key developments in the contact center applications market as organic and inorganic growth strategies. Various companies are focusing on organic growth strategies such as product launches, product approvals and others such as patents and events. Inorganic growth strategies activities witnessed in the market were acquisitions, and partnership & collaborations. These activities have paved way for the expansion of business and customer base of market players. The market payers from contact center applications market are anticipated to lucrative growth opportunities in the future with the rising demand for contact center applications in the global market. Below mentioned is the list of few companies engaged in the contact center applications market.
The report also includes the profiles of key companies along with their SWOT analysis and market strategies in the contact center applications market. In addition, the report focuses on leading industry players with information such as company profiles, solutions, and services offered, financial information of the last 3 years, the key development in the past five years.
In a bid to garner larger market shares, businesses today have laid down large emphasis on customer serving strategies. The contact center applications comprise of a part of larger customer relationship management strategies. Contact center applications offer Omni-channel communication services with the customer over voice, mail, social media, and website support. With the help of contact center applications, the inbound and outbound processes of an organization are automated and it reduces the burden on the customer care department thereby contributing in boosting the overall productivity of the organization.
MARKET DYNAMICS
Increasing needs for organizations to adopt a customer-centric approach in the wake of fierce competitions, and the presence of Omni-channel communication methods are the major factors driving the contact center applications market. Problems in integration with the legacy systems hinder the smooth adoptions of the contact center applications market and pose little challenges to the growth. Further, proliferation in the number of customers using social media lay out a strong growth platform for the players in the contact center applications market.
MARKET SCOPE
The "Global Contact Center Applications Market Analysis to 2027" is a specialized and in-depth study of the technology, media and telecommunications industry with a special focus on the global market trend analysis. The report aims to provide an overview of the contact center applications market with detailed market segmentation by solution, service, deployment model, end-user, and geography. The global contact center applications market is expected to witness high growth during the forecast period. The report provides key statistics on the market status of the leading contact center applications market players and offers key trends and opportunities in the market.
MARKET SEGMENTATION
The global contact center applications market is segmented on the basis of solution, service, deployment model, and end-user. Based on solution, the contact center applications market is segmented into Automatic Call Distribution (ACD), Call Recording, Computer Telephony Integration (CTI), Customer Collaboration, Dialer, Interactive Voice Responses (IVR), Reporting & Analytics, Workforce Optimization, and Others. On the basis of service, the contact center applications market is segmented into Integration and Deployment, Support and Maintenance, Training and Consulting, and Managed Services. Further, the contact center applications market is segmented on the basis of deployment model into Cloud-based and On-premise. The contact center applications market on the basis of the end-user is classified into BFSI, Consumer Goods and Retail, Healthcare, IT and Telecom, Government, Media and Entertainment, Travel and Hospitality, and Others.
REGIONAL FRAMEWORK
The report provides a detailed overview of the industry including both qualitative and quantitative information. It provides an overview and forecast of the global contact center applications market based on various segments. It also provides market size and forecast estimates from the year 2018 to 2027 with respect to five major regions, namely; North America, Europe, Asia-Pacific (APAC), Middle East and Africa (MEA) and South America. The contact center applications market by each region is later sub-segmented by respective countries and segments. The report covers the analysis and forecast of 18 countries globally along with the current trend and opportunities prevailing in the region.
The report analyzes factors affecting the contact center applications market from both demand and supply side and further evaluates market dynamics affecting the market during the forecast period i.e., drivers, restraints, opportunities, and future trend. The report also provides exhaustive Porter's Five Forces analysis for all five regions namely; North America, Europe, APAC, MEA, and South America after evaluating political, economic, social and technological factors affecting the contact center applications in these regions.
The reports cover key developments in the contact center applications market as organic and inorganic growth strategies. Various companies are focusing on organic growth strategies such as product launches, product approvals and others such as patents and events. Inorganic growth strategies activities witnessed in the market were acquisitions, and partnership & collaborations. These activities have paved way for the expansion of business and customer base of market players. The market payers from contact center applications market are anticipated to lucrative growth opportunities in the future with the rising demand for contact center applications in the global market. Below mentioned is the list of few companies engaged in the contact center applications market.
The report also includes the profiles of key companies along with their SWOT analysis and market strategies in the contact center applications market. In addition, the report focuses on leading industry players with information such as company profiles, solutions, and services offered, financial information of the last 3 years, the key development in the past five years.
- 3clogic
- Alcatel Lucent Enterprise
- Aspect Software
- Avaya, Inc.
- Cisco Systems
- Enghouse Interactive
- Five9, Inc.
- Mitel Corporation
- SAP SE
- Unify, Inc.
TABLE OF CONTENTS
1. INTRODUCTION
1.1. SCOPE OF THE STUDY
1.2. THE INSIGHT PARTNERS RESEARCH REPORT GUIDANCE
1.3. MARKET SEGMENTATION
1.3.1 Contact Center Applications Market - By Solution
1.3.2 Contact Center Applications Market - By Service
1.3.3 Contact Center Applications Market - By Deployment Model
1.3.4 Contact Center Applications Market - By End-User
1.3.5 Contact Center Applications Market - By Region
1.3.5.1 By Country
2. KEY TAKEWAYS
3. RESEARCH METHODOLOGY
4. CONTACT CENTER APPLICATIONS MARKET LANDSCAPE
4.1. OVERVIEW
4.2. PEST ANALYSIS
4.2.1 North America - Pest Analysis
4.2.2 Europe - Pest Analysis
4.2.3 Asia-Pacific - Pest Analysis
4.2.4 Middle East and Africa - Pest Analysis
4.2.5 South and Central America - Pest Analysis
4.3. ECOSYSTEM ANALYSIS
4.4. EXPERT OPINIONS
5. CONTACT CENTER APPLICATIONS MARKET - KEY MARKET DYNAMICS
5.1. KEY MARKET DRIVERS
5.2. KEY MARKET RESTRAINTS
5.3. KEY MARKET OPPORTUNITIES
5.4. FUTURE TRENDS
5.5. IMPACT ANALYSIS OF DRIVERS AND RESTRAINTS
6. CONTACT CENTER APPLICATIONS MARKET - GLOBAL MARKET ANALYSIS
6.1. CONTACT CENTER APPLICATIONS - GLOBAL MARKET OVERVIEW
6.2. CONTACT CENTER APPLICATIONS - GLOBAL MARKET AND FORECAST TO 2027
6.3. MARKET POSITIONING/MARKET SHARE
7. CONTACT CENTER APPLICATIONS MARKET - REVENUE AND FORECASTS TO 2027 - SOLUTION
7.1. OVERVIEW
7.2. SOLUTION MARKET FORECASTS AND ANALYSIS
7.3. AUTOMATIC CALL DISTRIBUTION (ACD)
7.3.1. Overview
7.3.2. Automatic Call Distribution (ACD) Market Forecast and Analysis
7.4. CALL RECORDING
7.4.1. Overview
7.4.2. Call Recording Market Forecast and Analysis
7.5. COMPUTER TELEPHONY INTEGRATION (CTI)
7.5.1. Overview
7.5.2. Computer Telephony Integration (CTI) Market Forecast and Analysis
7.6. CUSTOMER COLLABORATION
7.6.1. Overview
7.6.2. Customer Collaboration Market Forecast and Analysis
7.7. DIALER
7.7.1. Overview
7.7.2. Dialer Market Forecast and Analysis
7.8. INTERACTIVE VOICE RESPONSES (IVR)
7.8.1. Overview
7.8.2. Interactive Voice Responses (IVR) Market Forecast and Analysis
7.9. REPORTING AND ANALYTICS
7.9.1. Overview
7.9.2. Reporting and Analytics Market Forecast and Analysis
7.10. WORKFORCE OPTIMIZATION
7.10.1. Overview
7.10.2. Workforce Optimization Market Forecast and Analysis
7.11. OTHERS
7.11.1. Overview
7.11.2. Others Market Forecast and Analysis
8. CONTACT CENTER APPLICATIONS MARKET - REVENUE AND FORECASTS TO 2027 - SERVICE
8.1. OVERVIEW
8.2. SERVICE MARKET FORECASTS AND ANALYSIS
8.3. INTEGRATION AND DEPLOYMENT
8.3.1. Overview
8.3.2. Integration and Deployment Market Forecast and Analysis
8.4. SUPPORT AND MAINTENANCE
8.4.1. Overview
8.4.2. Support and Maintenance Market Forecast and Analysis
8.5. TRAINING AND CONSULTING
8.5.1. Overview
8.5.2. Training and Consulting Market Forecast and Analysis
8.6. MANAGED SERVICES
8.6.1. Overview
8.6.2. Managed Services Market Forecast and Analysis
9. CONTACT CENTER APPLICATIONS MARKET - REVENUE AND FORECASTS TO 2027 - DEPLOYMENT MODEL
9.1. OVERVIEW
9.2. DEPLOYMENT MODEL MARKET FORECASTS AND ANALYSIS
9.3. CLOUD-BASED
9.3.1. Overview
9.3.2. Cloud-based Market Forecast and Analysis
9.4. ON-PREMISE
9.4.1. Overview
9.4.2. On-premise Market Forecast and Analysis
10. CONTACT CENTER APPLICATIONS MARKET - REVENUE AND FORECASTS TO 2027 - END-USER
10.1. OVERVIEW
10.2. END-USER MARKET FORECASTS AND ANALYSIS
10.3. BFSI
10.3.1. Overview
10.3.2. BFSI Market Forecast and Analysis
10.4. CONSUMER GOODS AND RETAIL
10.4.1. Overview
10.4.2. Consumer Goods and Retail Market Forecast and Analysis
10.5. HEALTHCARE
10.5.1. Overview
10.5.2. Healthcare Market Forecast and Analysis
10.6. IT AND TELECOM
10.6.1. Overview
10.6.2. IT and Telecom Market Forecast and Analysis
10.7. GOVERNMENT
10.7.1. Overview
10.7.2. Government Market Forecast and Analysis
10.8. MEDIA AND ENTERTAINMENT
10.8.1. Overview
10.8.2. Media and Entertainment Market Forecast and Analysis
10.9. TRAVEL AND HOSPITALITY
10.9.1. Overview
10.9.2. Travel and Hospitality Market Forecast and Analysis
10.10. OTHERS
10.10.1. Overview
10.10.2. Others Market Forecast and Analysis
11. CONTACT CENTER APPLICATIONS MARKET REVENUE AND FORECASTS TO 2027 - GEOGRAPHICAL ANALYSIS
11.1. NORTH AMERICA
11.1.1 North America Contact Center Applications Market Overview
11.1.2 North America Contact Center Applications Market Forecasts and Analysis
11.1.3 North America Contact Center Applications Market Forecasts and Analysis - By Solution
11.1.4 North America Contact Center Applications Market Forecasts and Analysis - By Service
11.1.5 North America Contact Center Applications Market Forecasts and Analysis - By Deployment Model
11.1.6 North America Contact Center Applications Market Forecasts and Analysis - By End-User
11.1.7 North America Contact Center Applications Market Forecasts and Analysis - By Countries
11.1.7.1 United States Contact Center Applications Market
11.1.7.1.1 United States Contact Center Applications Market by Solution
11.1.7.1.2 United States Contact Center Applications Market by Service
11.1.7.1.3 United States Contact Center Applications Market by Deployment Model
11.1.7.1.4 United States Contact Center Applications Market by End-User
11.1.7.2 Canada Contact Center Applications Market
11.1.7.2.1 Canada Contact Center Applications Market by Solution
11.1.7.2.2 Canada Contact Center Applications Market by Service
11.1.7.2.3 Canada Contact Center Applications Market by Deployment Model
11.1.7.2.4 Canada Contact Center Applications Market by End-User
11.1.7.3 Mexico Contact Center Applications Market
11.1.7.3.1 Mexico Contact Center Applications Market by Solution
11.1.7.3.2 Mexico Contact Center Applications Market by Service
11.1.7.3.3 Mexico Contact Center Applications Market by Deployment Model
11.1.7.3.4 Mexico Contact Center Applications Market by End-User
11.2. EUROPE
11.2.1 Europe Contact Center Applications Market Overview
11.2.2 Europe Contact Center Applications Market Forecasts and Analysis
11.2.3 Europe Contact Center Applications Market Forecasts and Analysis - By Solution
11.2.4 Europe Contact Center Applications Market Forecasts and Analysis - By Service
11.2.5 Europe Contact Center Applications Market Forecasts and Analysis - By Deployment Model
11.2.6 Europe Contact Center Applications Market Forecasts and Analysis - By End-User
11.2.7 Europe Contact Center Applications Market Forecasts and Analysis - By Countries
11.2.7.1 Germany Contact Center Applications Market
11.2.7.1.1 Germany Contact Center Applications Market by Solution
11.2.7.1.2 Germany Contact Center Applications Market by Service
11.2.7.1.3 Germany Contact Center Applications Market by Deployment Model
11.2.7.1.4 Germany Contact Center Applications Market by End-User
11.2.7.2 France Contact Center Applications Market
11.2.7.2.1 France Contact Center Applications Market by Solution
11.2.7.2.2 France Contact Center Applications Market by Service
11.2.7.2.3 France Contact Center Applications Market by Deployment Model
11.2.7.2.4 France Contact Center Applications Market by End-User
11.2.7.3 Italy Contact Center Applications Market
11.2.7.3.1 Italy Contact Center Applications Market by Solution
11.2.7.3.2 Italy Contact Center Applications Market by Service
11.2.7.3.3 Italy Contact Center Applications Market by Deployment Model
11.2.7.3.4 Italy Contact Center Applications Market by End-User
11.2.7.4 United Kingdom Contact Center Applications Market
11.2.7.4.1 United Kingdom Contact Center Applications Market by Solution
11.2.7.4.2 United Kingdom Contact Center Applications Market by Service
11.2.7.4.3 United Kingdom Contact Center Applications Market by Deployment Model
11.2.7.4.4 United Kingdom Contact Center Applications Market by End-User
11.2.7.5 Russia Contact Center Applications Market
11.2.7.5.1 Russia Contact Center Applications Market by Solution
11.2.7.5.2 Russia Contact Center Applications Market by Service
11.2.7.5.3 Russia Contact Center Applications Market by Deployment Model
11.2.7.5.4 Russia Contact Center Applications Market by End-User
11.2.7.6 Rest of Europe Contact Center Applications Market
11.2.7.6.1 Rest of Europe Contact Center Applications Market by Solution
11.2.7.6.2 Rest of Europe Contact Center Applications Market by Service
11.2.7.6.3 Rest of Europe Contact Center Applications Market by Deployment Model
11.2.7.6.4 Rest of Europe Contact Center Applications Market by End-User
11.3. ASIA-PACIFIC
11.3.1 Asia-Pacific Contact Center Applications Market Overview
11.3.2 Asia-Pacific Contact Center Applications Market Forecasts and Analysis
11.3.3 Asia-Pacific Contact Center Applications Market Forecasts and Analysis - By Solution
11.3.4 Asia-Pacific Contact Center Applications Market Forecasts and Analysis - By Service
11.3.5 Asia-Pacific Contact Center Applications Market Forecasts and Analysis - By Deployment Model
11.3.6 Asia-Pacific Contact Center Applications Market Forecasts and Analysis - By End-User
11.3.7 Asia-Pacific Contact Center Applications Market Forecasts and Analysis - By Countries
11.3.7.1 Australia Contact Center Applications Market
11.3.7.1.1 Australia Contact Center Applications Market by Solution
11.3.7.1.2 Australia Contact Center Applications Market by Service
11.3.7.1.3 Australia Contact Center Applications Market by Deployment Model
11.3.7.1.4 Australia Contact Center Applications Market by End-User
11.3.7.2 China Contact Center Applications Market
11.3.7.2.1 China Contact Center Applications Market by Solution
11.3.7.2.2 China Contact Center Applications Market by Service
11.3.7.2.3 China Contact Center Applications Market by Deployment Model
11.3.7.2.4 China Contact Center Applications Market by End-User
11.3.7.3 India Contact Center Applications Market
11.3.7.3.1 India Contact Center Applications Market by Solution
11.3.7.3.2 India Contact Center Applications Market by Service
11.3.7.3.3 India Contact Center Applications Market by Deployment Model
11.3.7.3.4 India Contact Center Applications Market by End-User
11.3.7.4 Japan Contact Center Applications Market
11.3.7.4.1 Japan Contact Center Applications Market by Solution
11.3.7.4.2 Japan Contact Center Applications Market by Service
11.3.7.4.3 Japan Contact Center Applications Market by Deployment Model
11.3.7.4.4 Japan Contact Center Applications Market by End-User
11.3.7.5 South Korea Contact Center Applications Market
11.3.7.5.1 South Korea Contact Center Applications Market by Solution
11.3.7.5.2 South Korea Contact Center Applications Market by Service
11.3.7.5.3 South Korea Contact Center Applications Market by Deployment Model
11.3.7.5.4 South Korea Contact Center Applications Market by End-User
11.3.7.6 Rest of Asia-Pacific Contact Center Applications Market
11.3.7.6.1 Rest of Asia-Pacific Contact Center Applications Market by Solution
11.3.7.6.2 Rest of Asia-Pacific Contact Center Applications Market by Service
11.3.7.6.3 Rest of Asia-Pacific Contact Center Applications Market by Deployment Model
11.3.7.6.4 Rest of Asia-Pacific Contact Center Applications Market by End-User
11.4. MIDDLE EAST AND AFRICA
11.4.1 Middle East and Africa Contact Center Applications Market Overview
11.4.2 Middle East and Africa Contact Center Applications Market Forecasts and Analysis
11.4.3 Middle East and Africa Contact Center Applications Market Forecasts and Analysis - By Solution
11.4.4 Middle East and Africa Contact Center Applications Market Forecasts and Analysis - By Service
11.4.5 Middle East and Africa Contact Center Applications Market Forecasts and Analysis - By Deployment Model
11.4.6 Middle East and Africa Contact Center Applications Market Forecasts and Analysis - By End-User
11.4.7 Middle East and Africa Contact Center Applications Market Forecasts and Analysis - By Countries
11.4.7.1 South Africa Contact Center Applications Market
11.4.7.1.1 South Africa Contact Center Applications Market by Solution
11.4.7.1.2 South Africa Contact Center Applications Market by Service
11.4.7.1.3 South Africa Contact Center Applications Market by Deployment Model
11.4.7.1.4 South Africa Contact Center Applications Market by End-User
11.4.7.2 Saudi Arabia Contact Center Applications Market
11.4.7.2.1 Saudi Arabia Contact Center Applications Market by Solution
11.4.7.2.2 Saudi Arabia Contact Center Applications Market by Service
11.4.7.2.3 Saudi Arabia Contact Center Applications Market by Deployment Model
11.4.7.2.4 Saudi Arabia Contact Center Applications Market by End-User
11.4.7.3 U.A.E Contact Center Applications Market
11.4.7.3.1 U.A.E Contact Center Applications Market by Solution
11.4.7.3.2 U.A.E Contact Center Applications Market by Service
11.4.7.3.3 U.A.E Contact Center Applications Market by Deployment Model
11.4.7.3.4 U.A.E Contact Center Applications Market by End-User
11.4.7.4 Rest of Middle East and Africa Contact Center Applications Market
11.4.7.4.1 Rest of Middle East and Africa Contact Center Applications Market by Solution
11.4.7.4.2 Rest of Middle East and Africa Contact Center Applications Market by Service
11.4.7.4.3 Rest of Middle East and Africa Contact Center Applications Market by Deployment Model
11.4.7.4.4 Rest of Middle East and Africa Contact Center Applications Market by End-User
11.5. SOUTH AND CENTRAL AMERICA
11.5.1 South and Central America Contact Center Applications Market Overview
11.5.2 South and Central America Contact Center Applications Market Forecasts and Analysis
11.5.3 South and Central America Contact Center Applications Market Forecasts and Analysis - By Solution
11.5.4 South and Central America Contact Center Applications Market Forecasts and Analysis - By Service
11.5.5 South and Central America Contact Center Applications Market Forecasts and Analysis - By Deployment Model
11.5.6 South and Central America Contact Center Applications Market Forecasts and Analysis - By End-User
11.5.7 South and Central America Contact Center Applications Market Forecasts and Analysis - By Countries
11.5.7.1 Brazil Contact Center Applications Market
11.5.7.1.1 Brazil Contact Center Applications Market by Solution
11.5.7.1.2 Brazil Contact Center Applications Market by Service
11.5.7.1.3 Brazil Contact Center Applications Market by Deployment Model
11.5.7.1.4 Brazil Contact Center Applications Market by End-User
11.5.7.2 Argentina Contact Center Applications Market
11.5.7.2.1 Argentina Contact Center Applications Market by Solution
11.5.7.2.2 Argentina Contact Center Applications Market by Service
11.5.7.2.3 Argentina Contact Center Applications Market by Deployment Model
11.5.7.2.4 Argentina Contact Center Applications Market by End-User
11.5.7.3 Rest of South and Central America Contact Center Applications Market
11.5.7.3.1 Rest of South and Central America Contact Center Applications Market by Solution
11.5.7.3.2 Rest of South and Central America Contact Center Applications Market by Service
11.5.7.3.3 Rest of South and Central America Contact Center Applications Market by Deployment Model
11.5.7.3.4 Rest of South and Central America Contact Center Applications Market by End-User
12. INDUSTRY LANDSCAPE
12.1. MERGERS AND ACQUISITIONS
12.2. AGREEMENTS, COLLABORATIONS AND JOIN VENTURES
12.3. NEW PRODUCT LAUNCHES
12.4. EXPANSIONS AND OTHER STRATEGIC DEVELOPMENTS
13. CONTACT CENTER APPLICATIONS MARKET, KEY COMPANY PROFILES
13.1. 3CLOGIC
13.1.1. Key Facts
13.1.2. Business Description
13.1.3. Products and Services
13.1.4. Financial Overview
13.1.5. SWOT Analysis
13.1.6. Key Developments
13.2. ALCATEL LUCENT ENTERPRISE
13.2.1. Key Facts
13.2.2. Business Description
13.2.3. Products and Services
13.2.4. Financial Overview
13.2.5. SWOT Analysis
13.2.6. Key Developments
13.3. ASPECT SOFTWARE
13.3.1. Key Facts
13.3.2. Business Description
13.3.3. Products and Services
13.3.4. Financial Overview
13.3.5. SWOT Analysis
13.3.6. Key Developments
13.4. AVAYA, INC.
13.4.1. Key Facts
13.4.2. Business Description
13.4.3. Products and Services
13.4.4. Financial Overview
13.4.5. SWOT Analysis
13.4.6. Key Developments
13.5. CISCO SYSTEMS, INC.
13.5.1. Key Facts
13.5.2. Business Description
13.5.3. Products and Services
13.5.4. Financial Overview
13.5.5. SWOT Analysis
13.5.6. Key Developments
13.6. ENGHOUSE INTERACTIVE
13.6.1. Key Facts
13.6.2. Business Description
13.6.3. Products and Services
13.6.4. Financial Overview
13.6.5. SWOT Analysis
13.6.6. Key Developments
13.7. FIVE9, INC.
13.7.1. Key Facts
13.7.2. Business Description
13.7.3. Products and Services
13.7.4. Financial Overview
13.7.5. SWOT Analysis
13.7.6. Key Developments
13.8. MITEL CORPORATION
13.8.1. Key Facts
13.8.2. Business Description
13.8.3. Products and Services
13.8.4. Financial Overview
13.8.5. SWOT Analysis
13.8.6. Key Developments
13.9. SAP SE
13.9.1. Key Facts
13.9.2. Business Description
13.9.3. Products and Services
13.9.4. Financial Overview
13.9.5. SWOT Analysis
13.9.6. Key Developments
13.10. UNIFY, INC.
13.10.1. Key Facts
13.10.2. Business Description
13.10.3. Products and Services
13.10.4. Financial Overview
13.10.5. SWOT Analysis
13.10.6. Key Developments
14. APPENDIX
14.1. ABOUT THE INSIGHT PARTNERS
14.2. GLOSSARY OF TERMS
1. INTRODUCTION
1.1. SCOPE OF THE STUDY
1.2. THE INSIGHT PARTNERS RESEARCH REPORT GUIDANCE
1.3. MARKET SEGMENTATION
1.3.1 Contact Center Applications Market - By Solution
1.3.2 Contact Center Applications Market - By Service
1.3.3 Contact Center Applications Market - By Deployment Model
1.3.4 Contact Center Applications Market - By End-User
1.3.5 Contact Center Applications Market - By Region
1.3.5.1 By Country
2. KEY TAKEWAYS
3. RESEARCH METHODOLOGY
4. CONTACT CENTER APPLICATIONS MARKET LANDSCAPE
4.1. OVERVIEW
4.2. PEST ANALYSIS
4.2.1 North America - Pest Analysis
4.2.2 Europe - Pest Analysis
4.2.3 Asia-Pacific - Pest Analysis
4.2.4 Middle East and Africa - Pest Analysis
4.2.5 South and Central America - Pest Analysis
4.3. ECOSYSTEM ANALYSIS
4.4. EXPERT OPINIONS
5. CONTACT CENTER APPLICATIONS MARKET - KEY MARKET DYNAMICS
5.1. KEY MARKET DRIVERS
5.2. KEY MARKET RESTRAINTS
5.3. KEY MARKET OPPORTUNITIES
5.4. FUTURE TRENDS
5.5. IMPACT ANALYSIS OF DRIVERS AND RESTRAINTS
6. CONTACT CENTER APPLICATIONS MARKET - GLOBAL MARKET ANALYSIS
6.1. CONTACT CENTER APPLICATIONS - GLOBAL MARKET OVERVIEW
6.2. CONTACT CENTER APPLICATIONS - GLOBAL MARKET AND FORECAST TO 2027
6.3. MARKET POSITIONING/MARKET SHARE
7. CONTACT CENTER APPLICATIONS MARKET - REVENUE AND FORECASTS TO 2027 - SOLUTION
7.1. OVERVIEW
7.2. SOLUTION MARKET FORECASTS AND ANALYSIS
7.3. AUTOMATIC CALL DISTRIBUTION (ACD)
7.3.1. Overview
7.3.2. Automatic Call Distribution (ACD) Market Forecast and Analysis
7.4. CALL RECORDING
7.4.1. Overview
7.4.2. Call Recording Market Forecast and Analysis
7.5. COMPUTER TELEPHONY INTEGRATION (CTI)
7.5.1. Overview
7.5.2. Computer Telephony Integration (CTI) Market Forecast and Analysis
7.6. CUSTOMER COLLABORATION
7.6.1. Overview
7.6.2. Customer Collaboration Market Forecast and Analysis
7.7. DIALER
7.7.1. Overview
7.7.2. Dialer Market Forecast and Analysis
7.8. INTERACTIVE VOICE RESPONSES (IVR)
7.8.1. Overview
7.8.2. Interactive Voice Responses (IVR) Market Forecast and Analysis
7.9. REPORTING AND ANALYTICS
7.9.1. Overview
7.9.2. Reporting and Analytics Market Forecast and Analysis
7.10. WORKFORCE OPTIMIZATION
7.10.1. Overview
7.10.2. Workforce Optimization Market Forecast and Analysis
7.11. OTHERS
7.11.1. Overview
7.11.2. Others Market Forecast and Analysis
8. CONTACT CENTER APPLICATIONS MARKET - REVENUE AND FORECASTS TO 2027 - SERVICE
8.1. OVERVIEW
8.2. SERVICE MARKET FORECASTS AND ANALYSIS
8.3. INTEGRATION AND DEPLOYMENT
8.3.1. Overview
8.3.2. Integration and Deployment Market Forecast and Analysis
8.4. SUPPORT AND MAINTENANCE
8.4.1. Overview
8.4.2. Support and Maintenance Market Forecast and Analysis
8.5. TRAINING AND CONSULTING
8.5.1. Overview
8.5.2. Training and Consulting Market Forecast and Analysis
8.6. MANAGED SERVICES
8.6.1. Overview
8.6.2. Managed Services Market Forecast and Analysis
9. CONTACT CENTER APPLICATIONS MARKET - REVENUE AND FORECASTS TO 2027 - DEPLOYMENT MODEL
9.1. OVERVIEW
9.2. DEPLOYMENT MODEL MARKET FORECASTS AND ANALYSIS
9.3. CLOUD-BASED
9.3.1. Overview
9.3.2. Cloud-based Market Forecast and Analysis
9.4. ON-PREMISE
9.4.1. Overview
9.4.2. On-premise Market Forecast and Analysis
10. CONTACT CENTER APPLICATIONS MARKET - REVENUE AND FORECASTS TO 2027 - END-USER
10.1. OVERVIEW
10.2. END-USER MARKET FORECASTS AND ANALYSIS
10.3. BFSI
10.3.1. Overview
10.3.2. BFSI Market Forecast and Analysis
10.4. CONSUMER GOODS AND RETAIL
10.4.1. Overview
10.4.2. Consumer Goods and Retail Market Forecast and Analysis
10.5. HEALTHCARE
10.5.1. Overview
10.5.2. Healthcare Market Forecast and Analysis
10.6. IT AND TELECOM
10.6.1. Overview
10.6.2. IT and Telecom Market Forecast and Analysis
10.7. GOVERNMENT
10.7.1. Overview
10.7.2. Government Market Forecast and Analysis
10.8. MEDIA AND ENTERTAINMENT
10.8.1. Overview
10.8.2. Media and Entertainment Market Forecast and Analysis
10.9. TRAVEL AND HOSPITALITY
10.9.1. Overview
10.9.2. Travel and Hospitality Market Forecast and Analysis
10.10. OTHERS
10.10.1. Overview
10.10.2. Others Market Forecast and Analysis
11. CONTACT CENTER APPLICATIONS MARKET REVENUE AND FORECASTS TO 2027 - GEOGRAPHICAL ANALYSIS
11.1. NORTH AMERICA
11.1.1 North America Contact Center Applications Market Overview
11.1.2 North America Contact Center Applications Market Forecasts and Analysis
11.1.3 North America Contact Center Applications Market Forecasts and Analysis - By Solution
11.1.4 North America Contact Center Applications Market Forecasts and Analysis - By Service
11.1.5 North America Contact Center Applications Market Forecasts and Analysis - By Deployment Model
11.1.6 North America Contact Center Applications Market Forecasts and Analysis - By End-User
11.1.7 North America Contact Center Applications Market Forecasts and Analysis - By Countries
11.1.7.1 United States Contact Center Applications Market
11.1.7.1.1 United States Contact Center Applications Market by Solution
11.1.7.1.2 United States Contact Center Applications Market by Service
11.1.7.1.3 United States Contact Center Applications Market by Deployment Model
11.1.7.1.4 United States Contact Center Applications Market by End-User
11.1.7.2 Canada Contact Center Applications Market
11.1.7.2.1 Canada Contact Center Applications Market by Solution
11.1.7.2.2 Canada Contact Center Applications Market by Service
11.1.7.2.3 Canada Contact Center Applications Market by Deployment Model
11.1.7.2.4 Canada Contact Center Applications Market by End-User
11.1.7.3 Mexico Contact Center Applications Market
11.1.7.3.1 Mexico Contact Center Applications Market by Solution
11.1.7.3.2 Mexico Contact Center Applications Market by Service
11.1.7.3.3 Mexico Contact Center Applications Market by Deployment Model
11.1.7.3.4 Mexico Contact Center Applications Market by End-User
11.2. EUROPE
11.2.1 Europe Contact Center Applications Market Overview
11.2.2 Europe Contact Center Applications Market Forecasts and Analysis
11.2.3 Europe Contact Center Applications Market Forecasts and Analysis - By Solution
11.2.4 Europe Contact Center Applications Market Forecasts and Analysis - By Service
11.2.5 Europe Contact Center Applications Market Forecasts and Analysis - By Deployment Model
11.2.6 Europe Contact Center Applications Market Forecasts and Analysis - By End-User
11.2.7 Europe Contact Center Applications Market Forecasts and Analysis - By Countries
11.2.7.1 Germany Contact Center Applications Market
11.2.7.1.1 Germany Contact Center Applications Market by Solution
11.2.7.1.2 Germany Contact Center Applications Market by Service
11.2.7.1.3 Germany Contact Center Applications Market by Deployment Model
11.2.7.1.4 Germany Contact Center Applications Market by End-User
11.2.7.2 France Contact Center Applications Market
11.2.7.2.1 France Contact Center Applications Market by Solution
11.2.7.2.2 France Contact Center Applications Market by Service
11.2.7.2.3 France Contact Center Applications Market by Deployment Model
11.2.7.2.4 France Contact Center Applications Market by End-User
11.2.7.3 Italy Contact Center Applications Market
11.2.7.3.1 Italy Contact Center Applications Market by Solution
11.2.7.3.2 Italy Contact Center Applications Market by Service
11.2.7.3.3 Italy Contact Center Applications Market by Deployment Model
11.2.7.3.4 Italy Contact Center Applications Market by End-User
11.2.7.4 United Kingdom Contact Center Applications Market
11.2.7.4.1 United Kingdom Contact Center Applications Market by Solution
11.2.7.4.2 United Kingdom Contact Center Applications Market by Service
11.2.7.4.3 United Kingdom Contact Center Applications Market by Deployment Model
11.2.7.4.4 United Kingdom Contact Center Applications Market by End-User
11.2.7.5 Russia Contact Center Applications Market
11.2.7.5.1 Russia Contact Center Applications Market by Solution
11.2.7.5.2 Russia Contact Center Applications Market by Service
11.2.7.5.3 Russia Contact Center Applications Market by Deployment Model
11.2.7.5.4 Russia Contact Center Applications Market by End-User
11.2.7.6 Rest of Europe Contact Center Applications Market
11.2.7.6.1 Rest of Europe Contact Center Applications Market by Solution
11.2.7.6.2 Rest of Europe Contact Center Applications Market by Service
11.2.7.6.3 Rest of Europe Contact Center Applications Market by Deployment Model
11.2.7.6.4 Rest of Europe Contact Center Applications Market by End-User
11.3. ASIA-PACIFIC
11.3.1 Asia-Pacific Contact Center Applications Market Overview
11.3.2 Asia-Pacific Contact Center Applications Market Forecasts and Analysis
11.3.3 Asia-Pacific Contact Center Applications Market Forecasts and Analysis - By Solution
11.3.4 Asia-Pacific Contact Center Applications Market Forecasts and Analysis - By Service
11.3.5 Asia-Pacific Contact Center Applications Market Forecasts and Analysis - By Deployment Model
11.3.6 Asia-Pacific Contact Center Applications Market Forecasts and Analysis - By End-User
11.3.7 Asia-Pacific Contact Center Applications Market Forecasts and Analysis - By Countries
11.3.7.1 Australia Contact Center Applications Market
11.3.7.1.1 Australia Contact Center Applications Market by Solution
11.3.7.1.2 Australia Contact Center Applications Market by Service
11.3.7.1.3 Australia Contact Center Applications Market by Deployment Model
11.3.7.1.4 Australia Contact Center Applications Market by End-User
11.3.7.2 China Contact Center Applications Market
11.3.7.2.1 China Contact Center Applications Market by Solution
11.3.7.2.2 China Contact Center Applications Market by Service
11.3.7.2.3 China Contact Center Applications Market by Deployment Model
11.3.7.2.4 China Contact Center Applications Market by End-User
11.3.7.3 India Contact Center Applications Market
11.3.7.3.1 India Contact Center Applications Market by Solution
11.3.7.3.2 India Contact Center Applications Market by Service
11.3.7.3.3 India Contact Center Applications Market by Deployment Model
11.3.7.3.4 India Contact Center Applications Market by End-User
11.3.7.4 Japan Contact Center Applications Market
11.3.7.4.1 Japan Contact Center Applications Market by Solution
11.3.7.4.2 Japan Contact Center Applications Market by Service
11.3.7.4.3 Japan Contact Center Applications Market by Deployment Model
11.3.7.4.4 Japan Contact Center Applications Market by End-User
11.3.7.5 South Korea Contact Center Applications Market
11.3.7.5.1 South Korea Contact Center Applications Market by Solution
11.3.7.5.2 South Korea Contact Center Applications Market by Service
11.3.7.5.3 South Korea Contact Center Applications Market by Deployment Model
11.3.7.5.4 South Korea Contact Center Applications Market by End-User
11.3.7.6 Rest of Asia-Pacific Contact Center Applications Market
11.3.7.6.1 Rest of Asia-Pacific Contact Center Applications Market by Solution
11.3.7.6.2 Rest of Asia-Pacific Contact Center Applications Market by Service
11.3.7.6.3 Rest of Asia-Pacific Contact Center Applications Market by Deployment Model
11.3.7.6.4 Rest of Asia-Pacific Contact Center Applications Market by End-User
11.4. MIDDLE EAST AND AFRICA
11.4.1 Middle East and Africa Contact Center Applications Market Overview
11.4.2 Middle East and Africa Contact Center Applications Market Forecasts and Analysis
11.4.3 Middle East and Africa Contact Center Applications Market Forecasts and Analysis - By Solution
11.4.4 Middle East and Africa Contact Center Applications Market Forecasts and Analysis - By Service
11.4.5 Middle East and Africa Contact Center Applications Market Forecasts and Analysis - By Deployment Model
11.4.6 Middle East and Africa Contact Center Applications Market Forecasts and Analysis - By End-User
11.4.7 Middle East and Africa Contact Center Applications Market Forecasts and Analysis - By Countries
11.4.7.1 South Africa Contact Center Applications Market
11.4.7.1.1 South Africa Contact Center Applications Market by Solution
11.4.7.1.2 South Africa Contact Center Applications Market by Service
11.4.7.1.3 South Africa Contact Center Applications Market by Deployment Model
11.4.7.1.4 South Africa Contact Center Applications Market by End-User
11.4.7.2 Saudi Arabia Contact Center Applications Market
11.4.7.2.1 Saudi Arabia Contact Center Applications Market by Solution
11.4.7.2.2 Saudi Arabia Contact Center Applications Market by Service
11.4.7.2.3 Saudi Arabia Contact Center Applications Market by Deployment Model
11.4.7.2.4 Saudi Arabia Contact Center Applications Market by End-User
11.4.7.3 U.A.E Contact Center Applications Market
11.4.7.3.1 U.A.E Contact Center Applications Market by Solution
11.4.7.3.2 U.A.E Contact Center Applications Market by Service
11.4.7.3.3 U.A.E Contact Center Applications Market by Deployment Model
11.4.7.3.4 U.A.E Contact Center Applications Market by End-User
11.4.7.4 Rest of Middle East and Africa Contact Center Applications Market
11.4.7.4.1 Rest of Middle East and Africa Contact Center Applications Market by Solution
11.4.7.4.2 Rest of Middle East and Africa Contact Center Applications Market by Service
11.4.7.4.3 Rest of Middle East and Africa Contact Center Applications Market by Deployment Model
11.4.7.4.4 Rest of Middle East and Africa Contact Center Applications Market by End-User
11.5. SOUTH AND CENTRAL AMERICA
11.5.1 South and Central America Contact Center Applications Market Overview
11.5.2 South and Central America Contact Center Applications Market Forecasts and Analysis
11.5.3 South and Central America Contact Center Applications Market Forecasts and Analysis - By Solution
11.5.4 South and Central America Contact Center Applications Market Forecasts and Analysis - By Service
11.5.5 South and Central America Contact Center Applications Market Forecasts and Analysis - By Deployment Model
11.5.6 South and Central America Contact Center Applications Market Forecasts and Analysis - By End-User
11.5.7 South and Central America Contact Center Applications Market Forecasts and Analysis - By Countries
11.5.7.1 Brazil Contact Center Applications Market
11.5.7.1.1 Brazil Contact Center Applications Market by Solution
11.5.7.1.2 Brazil Contact Center Applications Market by Service
11.5.7.1.3 Brazil Contact Center Applications Market by Deployment Model
11.5.7.1.4 Brazil Contact Center Applications Market by End-User
11.5.7.2 Argentina Contact Center Applications Market
11.5.7.2.1 Argentina Contact Center Applications Market by Solution
11.5.7.2.2 Argentina Contact Center Applications Market by Service
11.5.7.2.3 Argentina Contact Center Applications Market by Deployment Model
11.5.7.2.4 Argentina Contact Center Applications Market by End-User
11.5.7.3 Rest of South and Central America Contact Center Applications Market
11.5.7.3.1 Rest of South and Central America Contact Center Applications Market by Solution
11.5.7.3.2 Rest of South and Central America Contact Center Applications Market by Service
11.5.7.3.3 Rest of South and Central America Contact Center Applications Market by Deployment Model
11.5.7.3.4 Rest of South and Central America Contact Center Applications Market by End-User
12. INDUSTRY LANDSCAPE
12.1. MERGERS AND ACQUISITIONS
12.2. AGREEMENTS, COLLABORATIONS AND JOIN VENTURES
12.3. NEW PRODUCT LAUNCHES
12.4. EXPANSIONS AND OTHER STRATEGIC DEVELOPMENTS
13. CONTACT CENTER APPLICATIONS MARKET, KEY COMPANY PROFILES
13.1. 3CLOGIC
13.1.1. Key Facts
13.1.2. Business Description
13.1.3. Products and Services
13.1.4. Financial Overview
13.1.5. SWOT Analysis
13.1.6. Key Developments
13.2. ALCATEL LUCENT ENTERPRISE
13.2.1. Key Facts
13.2.2. Business Description
13.2.3. Products and Services
13.2.4. Financial Overview
13.2.5. SWOT Analysis
13.2.6. Key Developments
13.3. ASPECT SOFTWARE
13.3.1. Key Facts
13.3.2. Business Description
13.3.3. Products and Services
13.3.4. Financial Overview
13.3.5. SWOT Analysis
13.3.6. Key Developments
13.4. AVAYA, INC.
13.4.1. Key Facts
13.4.2. Business Description
13.4.3. Products and Services
13.4.4. Financial Overview
13.4.5. SWOT Analysis
13.4.6. Key Developments
13.5. CISCO SYSTEMS, INC.
13.5.1. Key Facts
13.5.2. Business Description
13.5.3. Products and Services
13.5.4. Financial Overview
13.5.5. SWOT Analysis
13.5.6. Key Developments
13.6. ENGHOUSE INTERACTIVE
13.6.1. Key Facts
13.6.2. Business Description
13.6.3. Products and Services
13.6.4. Financial Overview
13.6.5. SWOT Analysis
13.6.6. Key Developments
13.7. FIVE9, INC.
13.7.1. Key Facts
13.7.2. Business Description
13.7.3. Products and Services
13.7.4. Financial Overview
13.7.5. SWOT Analysis
13.7.6. Key Developments
13.8. MITEL CORPORATION
13.8.1. Key Facts
13.8.2. Business Description
13.8.3. Products and Services
13.8.4. Financial Overview
13.8.5. SWOT Analysis
13.8.6. Key Developments
13.9. SAP SE
13.9.1. Key Facts
13.9.2. Business Description
13.9.3. Products and Services
13.9.4. Financial Overview
13.9.5. SWOT Analysis
13.9.6. Key Developments
13.10. UNIFY, INC.
13.10.1. Key Facts
13.10.2. Business Description
13.10.3. Products and Services
13.10.4. Financial Overview
13.10.5. SWOT Analysis
13.10.6. Key Developments
14. APPENDIX
14.1. ABOUT THE INSIGHT PARTNERS
14.2. GLOSSARY OF TERMS
The List of Companies
1. 3clogic
2. Alcatel Lucent Enterprise
3. Aspect Software
4. Avaya, Inc.
5. Cisco Systems, Inc.
6. Enghouse Interactive
7. Five9, Inc.
8. Mitel Corporation
9. SAP SE
10. Unify, Inc.
1. 3clogic
2. Alcatel Lucent Enterprise
3. Aspect Software
4. Avaya, Inc.
5. Cisco Systems, Inc.
6. Enghouse Interactive
7. Five9, Inc.
8. Mitel Corporation
9. SAP SE
10. Unify, Inc.