New

Contact Center Market

2021

Contact Center Market Forecast to 2028 - COVID-19 Impact and Global Analysis By Component (Solution, Services); Deployment (Cloud, On-Premises); End-User (BFSI, Healthcare, IT and Telecom, Government, Media and Entertainment, Travel and Hospitality, Others) and Geography

| Report Code: TIPTE100000405 | No. of Pages: 150 | Category: Technology, Media and Telecommunications | Status: Upcoming

Market Insights

Contact Center Market 2028 By Component, Deployment, End-User and Geography | The Insight Partners

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MARKET INTRODUCTION



A contact center is a centralized office operated by a company to measure the performance of customer service representatives. It is used to centrally process letters, faxes and emails, and send and receive a large number of requests over the phone in one place. It also helps to understand the general approach to customer relationship management to assess interactions and is used by the call center to close gaps (if any) so that appropriate corrections can be made.

MARKET DYNAMICS



As the need to meet changing customer needs continues to grow, companies can provide important insights to increase the customer experience, which ultimately leads to the growth of the contact center analytics market. In addition, the increasing adoption of cloud-based contact centers is one of the key factors that will have a positive impact on the growth of the global contact center market in the near future. In addition, the increase in multi-channel communications, the increase in customer use of social networks, and technological advancements in artificial intelligence and analytics are driving the development of the contact center market.

MARKET SCOPE



The "Global Contact Center Market Analysis To 2028" is a specialized and in-depth study of the technology, media, and telecommunication industry with a special focus on the global market trend analysis. The contact center market report aims to provide an overview of the contact center market with detailed market segmentation by component, deployment, end-user, and geography. The global contact center 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 market players and offers key trends and opportunities in the market.

MARKET SEGMENTATION



The global contact center market is segmented based on component, deployment, end-user. Based on component, the contact center market is segmented into solution, services. Based on deployment, the contact center market is segmented into cloud, on-premises. Based on end-user, the contact center market is segmented into BFSI, healthcare, IT and telecom, government, media and entertainment, travel and hospitality, 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 market based on various segments. It also provides market size and forecast estimates from the year 2017 to 2027 with respect to five major regions, namely, North America, Europe, Asia-Pacific (APAC), Middle East and Africa (MEA) and South & Central America. The contact center 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 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 PEST analysis for all five regions namely, North America, Europe, APAC, MEA, and South& Central America after evaluating political, economic, social and technological factors affecting the contact center market in these regions.

MARKET PLAYERS



The reports cover key developments in the contact center 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 players from contact center market are anticipated to lucrative growth opportunities in the future with the rising demand for filter products in the global market. Below mentioned is the list of few companies engaged in the underwriting and rating software market.

The report also includes the profiles of key companies along with their SWOT analysis and market strategies in the underwriting and rating software market. In addition, the report focuses on leading industry players with information such as company profiles, components, 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, Inc.
  • Enghouse Interactive
  • Five9, Inc.
  • Mitel Corporation
  • SAP SE
  • Unify, Inc.
The Insight Partner's dedicated research and analysis team consist of experienced professionals with advanced statistical expertise and offer various customization options in the existing study.
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 Market - By Component
1.3.2 Contact Center Market - By Deployment
1.3.3 Contact Center Market - By End-User
1.3.4 Contact Center Market - By Region
1.3.4.1 By Country

2. KEY TAKEAWAYS

3. RESEARCH METHODOLOGY

4. CONTACT CENTER MARKET LANDSCAPE
4.1. OVERVIEW
4.2. PORTER'S FIVE FORCES ANALYSIS
4.2.1 Bargaining Power of Buyers
4.2.1 Bargaining Power of Suppliers
4.2.1 Threat of Substitute
4.2.1 Threat of New Entrants
4.2.1 Competitive Rivalry
4.3. ECOSYSTEM ANALYSIS
4.4. EXPERT OPINIONS

5. CONTACT CENTER 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 MARKET - GLOBAL MARKET ANALYSIS
6.1. CONTACT CENTER - GLOBAL MARKET OVERVIEW
6.2. CONTACT CENTER - GLOBAL MARKET AND FORECAST TO 2028
6.3. MARKET POSITIONING/MARKET SHARE

7. CONTACT CENTER MARKET - REVENUE AND FORECASTS TO 2028 - COMPONENT
7.1. OVERVIEW
7.2. COMPONENT MARKET FORECASTS AND ANALYSIS
7.3. SOLUTION
7.3.1. Overview
7.3.2. Solution Market Forecast and Analysis
7.3.3. Automatic Call Distribution (ACD) Market
7.3.3.1. Overview
7.3.3.2. Automatic Call Distribution (ACD) Market Forecast and Analysis
7.3.4. Call Recording Market
7.3.4.1. Overview
7.3.4.2. Call Recording Market Forecast and Analysis
7.3.5. Customer Collaboration Market
7.3.5.1. Overview
7.3.5.2. Customer Collaboration Market Forecast and Analysis
7.3.6. Interactive Voice Responses (IVR) Market
7.3.6.1. Overview
7.3.6.2. Interactive Voice Responses (IVR) Market Forecast and Analysis
7.3.7. Reporting and Analytics Market
7.3.7.1. Overview
7.3.7.2. Reporting and Analytics Market Forecast and Analysis
7.3.8. Others Market
7.3.8.1. Overview
7.3.8.2. Others Market Forecast and Analysis
7.4. SERVICES
7.4.1. Overview
7.4.2. Services Market Forecast and Analysis
7.4.3. Integration Market
7.4.3.1. Overview
7.4.3.2. Integration Market Forecast and Analysis
7.4.4. Support and Maintenance Market
7.4.4.1. Overview
7.4.4.2. Support and Maintenance Market Forecast and Analysis
7.4.5. Training and Consulting Market
7.4.5.1. Overview
7.4.5.2. Training and Consulting Market Forecast and Analysis
7.4.6. Others Market
7.4.6.1. Overview
7.4.6.2. Others Market Forecast and Analysis
8. CONTACT CENTER MARKET - REVENUE AND FORECASTS TO 2028 - DEPLOYMENT
8.1. OVERVIEW
8.2. DEPLOYMENT MARKET FORECASTS AND ANALYSIS
8.3. CLOUD
8.3.1. Overview
8.3.2. Cloud Market Forecast and Analysis
8.4. ON-PREMISES
8.4.1. Overview
8.4.2. On-Premises Market Forecast and Analysis
9. CONTACT CENTER MARKET - REVENUE AND FORECASTS TO 2028 - END-USER
9.1. OVERVIEW
9.2. END-USER MARKET FORECASTS AND ANALYSIS
9.3. BFSI
9.3.1. Overview
9.3.2. BFSI Market Forecast and Analysis
9.4. HEALTHCARE
9.4.1. Overview
9.4.2. Healthcare Market Forecast and Analysis
9.5. IT AND TELECOM
9.5.1. Overview
9.5.2. IT and Telecom Market Forecast and Analysis
9.6. GOVERNMENT
9.6.1. Overview
9.6.2. Government Market Forecast and Analysis
9.7. MEDIA AND ENTERTAINMENT
9.7.1. Overview
9.7.2. Media and Entertainment Market Forecast and Analysis
9.8. TRAVEL AND HOSPITALITY
9.8.1. Overview
9.8.2. Travel and Hospitality Market Forecast and Analysis
9.9. OTHERS
9.9.1. Overview
9.9.2. Others Market Forecast and Analysis

10. CONTACT CENTER MARKET REVENUE AND FORECASTS TO 2028 - GEOGRAPHICAL ANALYSIS
10.1. NORTH AMERICA
10.1.1 North America Contact Center Market Overview
10.1.2 North America Contact Center Market Forecasts and Analysis
10.1.3 North America Contact Center Market Forecasts and Analysis - By Component
10.1.4 North America Contact Center Market Forecasts and Analysis - By Deployment
10.1.5 North America Contact Center Market Forecasts and Analysis - By End-User
10.1.6 North America Contact Center Market Forecasts and Analysis - By Countries
10.1.6.1 United States Contact Center Market
10.1.6.1.1 United States Contact Center Market by Component
10.1.6.1.2 United States Contact Center Market by Deployment
10.1.6.1.3 United States Contact Center Market by End-User
10.1.6.2 Canada Contact Center Market
10.1.6.2.1 Canada Contact Center Market by Component
10.1.6.2.2 Canada Contact Center Market by Deployment
10.1.6.2.3 Canada Contact Center Market by End-User
10.1.6.3 Mexico Contact Center Market
10.1.6.3.1 Mexico Contact Center Market by Component
10.1.6.3.2 Mexico Contact Center Market by Deployment
10.1.6.3.3 Mexico Contact Center Market by End-User
10.2. EUROPE
10.2.1 Europe Contact Center Market Overview
10.2.2 Europe Contact Center Market Forecasts and Analysis
10.2.3 Europe Contact Center Market Forecasts and Analysis - By Component
10.2.4 Europe Contact Center Market Forecasts and Analysis - By Deployment
10.2.5 Europe Contact Center Market Forecasts and Analysis - By End-User
10.2.6 Europe Contact Center Market Forecasts and Analysis - By Countries
10.2.6.1 Germany Contact Center Market
10.2.6.1.1 Germany Contact Center Market by Component
10.2.6.1.2 Germany Contact Center Market by Deployment
10.2.6.1.3 Germany Contact Center Market by End-User
10.2.6.2 France Contact Center Market
10.2.6.2.1 France Contact Center Market by Component
10.2.6.2.2 France Contact Center Market by Deployment
10.2.6.2.3 France Contact Center Market by End-User
10.2.6.3 Italy Contact Center Market
10.2.6.3.1 Italy Contact Center Market by Component
10.2.6.3.2 Italy Contact Center Market by Deployment
10.2.6.3.3 Italy Contact Center Market by End-User
10.2.6.4 United Kingdom Contact Center Market
10.2.6.4.1 United Kingdom Contact Center Market by Component
10.2.6.4.2 United Kingdom Contact Center Market by Deployment
10.2.6.4.3 United Kingdom Contact Center Market by End-User
10.2.6.5 Russia Contact Center Market
10.2.6.5.1 Russia Contact Center Market by Component
10.2.6.5.2 Russia Contact Center Market by Deployment
10.2.6.5.3 Russia Contact Center Market by End-User
10.2.6.6 Rest of Europe Contact Center Market
10.2.6.6.1 Rest of Europe Contact Center Market by Component
10.2.6.6.2 Rest of Europe Contact Center Market by Deployment
10.2.6.6.3 Rest of Europe Contact Center Market by End-User
10.3. ASIA-PACIFIC
10.3.1 Asia-Pacific Contact Center Market Overview
10.3.2 Asia-Pacific Contact Center Market Forecasts and Analysis
10.3.3 Asia-Pacific Contact Center Market Forecasts and Analysis - By Component
10.3.4 Asia-Pacific Contact Center Market Forecasts and Analysis - By Deployment
10.3.5 Asia-Pacific Contact Center Market Forecasts and Analysis - By End-User
10.3.6 Asia-Pacific Contact Center Market Forecasts and Analysis - By Countries
10.3.6.1 Australia Contact Center Market
10.3.6.1.1 Australia Contact Center Market by Component
10.3.6.1.2 Australia Contact Center Market by Deployment
10.3.6.1.3 Australia Contact Center Market by End-User
10.3.6.2 China Contact Center Market
10.3.6.2.1 China Contact Center Market by Component
10.3.6.2.2 China Contact Center Market by Deployment
10.3.6.2.3 China Contact Center Market by End-User
10.3.6.3 India Contact Center Market
10.3.6.3.1 India Contact Center Market by Component
10.3.6.3.2 India Contact Center Market by Deployment
10.3.6.3.3 India Contact Center Market by End-User
10.3.6.4 Japan Contact Center Market
10.3.6.4.1 Japan Contact Center Market by Component
10.3.6.4.2 Japan Contact Center Market by Deployment
10.3.6.4.3 Japan Contact Center Market by End-User
10.3.6.5 South Korea Contact Center Market
10.3.6.5.1 South Korea Contact Center Market by Component
10.3.6.5.2 South Korea Contact Center Market by Deployment
10.3.6.5.3 South Korea Contact Center Market by End-User
10.3.6.6 Rest of Asia-Pacific Contact Center Market
10.3.6.6.1 Rest of Asia-Pacific Contact Center Market by Component
10.3.6.6.2 Rest of Asia-Pacific Contact Center Market by Deployment
10.3.6.6.3 Rest of Asia-Pacific Contact Center Market by End-User
10.4. MIDDLE EAST AND AFRICA
10.4.1 Middle East and Africa Contact Center Market Overview
10.4.2 Middle East and Africa Contact Center Market Forecasts and Analysis
10.4.3 Middle East and Africa Contact Center Market Forecasts and Analysis - By Component
10.4.4 Middle East and Africa Contact Center Market Forecasts and Analysis - By Deployment
10.4.5 Middle East and Africa Contact Center Market Forecasts and Analysis - By End-User
10.4.6 Middle East and Africa Contact Center Market Forecasts and Analysis - By Countries
10.4.6.1 South Africa Contact Center Market
10.4.6.1.1 South Africa Contact Center Market by Component
10.4.6.1.2 South Africa Contact Center Market by Deployment
10.4.6.1.3 South Africa Contact Center Market by End-User
10.4.6.2 Saudi Arabia Contact Center Market
10.4.6.2.1 Saudi Arabia Contact Center Market by Component
10.4.6.2.2 Saudi Arabia Contact Center Market by Deployment
10.4.6.2.3 Saudi Arabia Contact Center Market by End-User
10.4.6.3 U.A.E Contact Center Market
10.4.6.3.1 U.A.E Contact Center Market by Component
10.4.6.3.2 U.A.E Contact Center Market by Deployment
10.4.6.3.3 U.A.E Contact Center Market by End-User
10.4.6.4 Rest of Middle East and Africa Contact Center Market
10.4.6.4.1 Rest of Middle East and Africa Contact Center Market by Component
10.4.6.4.2 Rest of Middle East and Africa Contact Center Market by Deployment
10.4.6.4.3 Rest of Middle East and Africa Contact Center Market by End-User
10.5. SOUTH AND CENTRAL AMERICA
10.5.1 South and Central America Contact Center Market Overview
10.5.2 South and Central America Contact Center Market Forecasts and Analysis
10.5.3 South and Central America Contact Center Market Forecasts and Analysis - By Component
10.5.4 South and Central America Contact Center Market Forecasts and Analysis - By Deployment
10.5.5 South and Central America Contact Center Market Forecasts and Analysis - By End-User
10.5.6 South and Central America Contact Center Market Forecasts and Analysis - By Countries
10.5.6.1 Brazil Contact Center Market
10.5.6.1.1 Brazil Contact Center Market by Component
10.5.6.1.2 Brazil Contact Center Market by Deployment
10.5.6.1.3 Brazil Contact Center Market by End-User
10.5.6.2 Argentina Contact Center Market
10.5.6.2.1 Argentina Contact Center Market by Component
10.5.6.2.2 Argentina Contact Center Market by Deployment
10.5.6.2.3 Argentina Contact Center Market by End-User
10.5.6.3 Rest of South and Central America Contact Center Market
10.5.6.3.1 Rest of South and Central America Contact Center Market by Component
10.5.6.3.2 Rest of South and Central America Contact Center Market by Deployment
10.5.6.3.3 Rest of South and Central America Contact Center Market by End-User

11. INDUSTRY LANDSCAPE
11.1. MERGERS AND ACQUISITIONS
11.2. AGREEMENTS, COLLABORATIONS AND JOIN VENTURES
11.3. NEW PRODUCT LAUNCHES
11.4. EXPANSIONS AND OTHER STRATEGIC DEVELOPMENTS

12. CONTACT CENTER MARKET, KEY COMPANY PROFILES
12.1. 3CLOGIC
12.1.1. Key Facts
12.1.2. Business Description
12.1.3. Products and Services
12.1.4. Financial Overview
12.1.5. SWOT Analysis
12.1.6. Key Developments
12.2. ALCATEL LUCENT ENTERPRISE
12.2.1. Key Facts
12.2.2. Business Description
12.2.3. Products and Services
12.2.4. Financial Overview
12.2.5. SWOT Analysis
12.2.6. Key Developments
12.3. ASPECT SOFTWARE
12.3.1. Key Facts
12.3.2. Business Description
12.3.3. Products and Services
12.3.4. Financial Overview
12.3.5. SWOT Analysis
12.3.6. Key Developments
12.4. AVAYA, INC.
12.4.1. Key Facts
12.4.2. Business Description
12.4.3. Products and Services
12.4.4. Financial Overview
12.4.5. SWOT Analysis
12.4.6. Key Developments
12.5. CISCO SYSTEMS, INC.
12.5.1. Key Facts
12.5.2. Business Description
12.5.3. Products and Services
12.5.4. Financial Overview
12.5.5. SWOT Analysis
12.5.6. Key Developments
12.6. ENGHOUSE INTERACTIVE
12.6.1. Key Facts
12.6.2. Business Description
12.6.3. Products and Services
12.6.4. Financial Overview
12.6.5. SWOT Analysis
12.6.6. Key Developments
12.7. FIVE9, INC.
12.7.1. Key Facts
12.7.2. Business Description
12.7.3. Products and Services
12.7.4. Financial Overview
12.7.5. SWOT Analysis
12.7.6. Key Developments
12.8. MITEL CORPORATION
12.8.1. Key Facts
12.8.2. Business Description
12.8.3. Products and Services
12.8.4. Financial Overview
12.8.5. SWOT Analysis
12.8.6. Key Developments
12.9. SAP SE
12.9.1. Key Facts
12.9.2. Business Description
12.9.3. Products and Services
12.9.4. Financial Overview
12.9.5. SWOT Analysis
12.9.6. Key Developments
12.10. UNIFY, INC.
12.10.1. Key Facts
12.10.2. Business Description
12.10.3. Products and Services
12.10.4. Financial Overview
12.10.5. SWOT Analysis
12.10.6. Key Developments

13. APPENDIX
13.1. ABOUT THE INSIGHT PARTNERS
13.2. 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.
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