コンタクトセンター向けソフトウェア市場 : 2028年までの世界予測

Report Overview

The market size of contact center software is projected to grow from USD 41.9 billion in 2023 to USD 109.7 billion by 2028 at a CAGR of 21.2% during the forecast period. The growing demand for personalized and streamlined customer interactions drives the contact center software market’s growth.

As per organization size, the SME segment holds the highest CAGR during the forecast period.
The contact center software market by organization size bifurcates into large enterprises and SMEs. The SME segment is estimated to grow at the highest CAGR during the forecast period. Due to budget constraints, SMEs rely on manual processes to manage their contact center software processes. However, the competitive market has encouraged SMEs to invest in contact center software solutions to achieve significant business efficiency. Due to limited budgets and staff, SMEs seek flexible, scalable, and cost-effective solutions. SMEs incorporate innovative contact center solutions to manage customer-agent interactions and workforce performance better based on global regulatory standards, thereby accelerating contact center agent and customer engagements and enhancing their experiences. SMEs are recognizing the value and importance of effective customer service and attention. They are investing in contact center software to improve customer interactions, enhance customer satisfaction, and gain a competitive edge.

As per vertical, consumer goods & retail vertical hold the highest CAGR during the forecast period.
The verticals studied in the report are Telecommunications, BFSI, IT & ITeS, Government & Public Sector, Retail & Consumer Goods, Energy & Utilities, Manufacturing, Healthcare & Life Sciences, and Other Verticals (media and entertainment, travel and hospitality, transportation and logistics, and education). During the forecast period, 2023-2028, the retail & consumer goods vertical segment holds the highest CAGR. The retail and consumer goods industry is customer-centric and looks forward to improving customer experiences and retention. In addition, IT budgets are enormous as they try to maintain a reputed brand image in terms of both employee and customer retention. Therefore, retailers increasingly implement advanced analytics practices to address significant business challenges and maximize benefits. Contact center solutions help retail businesses develop customer-centric market strategies to make quick decisions based on past buying behaviors, customer preferences, and real-time client interactions.

As per region, Europe holds the second-largest market share during the forecast period.
The contact center software market includes an analysis of five regions. Europe holds the second-largest market share in 2023 and will have similar dominance over the forecast period. Europe has diverse business needs, as several large retailers and manufacturing companies demand robust and scalable IT infrastructure solutions. The region has always been a challenging market for cloud providers due to the stringent regulations and security standards regarding user data privacy. Europe also has strict rules and regulations for data privacy and security, so various contact center software providers have improved their solutions to address companies’ data localization needs and comply with consumer privacy regulations in the region. The European BFSI industry has focused on customer orientation with its offerings and economic value creation. Cloud-based contact center solutions are becoming popular in Europe as they offer several advantages over on-premises solutions, such as cost-effectiveness, scalability, and ease of use. Customers increasingly use multiple channels to contact businesses, such as phone, email, chat, and social media. Companies must be able to provide a seamless customer experience across all channels, which requires contact center software that supports omnichannel customer service.

The breakup of the profiles of the primary respondents is provided below:
 By Company: Tier I: 35%, Tier II: 25%, and Tier III: 40%
 By Designation: C-Level Executives: 25%, Director Level: 30%, and Others: 45%
 By Region: North America: 42%, Asia Pacific: 25%, Europe: 18%, Rest of World: 15%
Note: Others include sales managers, marketing managers, and product managers
Note: The rest of the World consists of the Middle East & Africa, and Latin America
Note: Tier 1 companies have revenues of more than USD 100 million; tier 2 companies’ revenue ranges from USD 10 million to USD 100 million; and tier 3 companies’ revenue is less than 10 million
Source: Secondary Literature, Expert Interviews, and MarketsandMarkets Analysis

The key technology vendors in the market include NICE (Israel), IBM (US), Genesys (US), AWS (US), Five9 (US), Twilio (US), Mitel (Canada), Cisco (US), BT (UK), Verizon (US), Avaya (US), Vonage (US), 8×8 (US), Talkdesk (US), Alcatel Lucent Enterprise (France), Sinch (Sweden), Oracle (US), RingCentral (US), Lifesize (US), Content Guru (UK), Alvaria (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), West (US), NEC (Japan), ZTE (China), Vocalcom (France), Evolve IP (US), UJET (US), Amtelco (US), AVOXI (US), VCC Live (Hungary), Glia (US), Bright Pattern (US), ComputerTalk (Canada), and C-Zentrix (India).
Research coverage:
The market study covers the contact center software market across segments. The study aims to estimate the market size and the growth potential of the contact center software market across different market segments, including components (solutions, services), vertical, organization size, deployment mode, and region analysis. It includes an in-depth competitive intelligence analysis of the key players in the market, company profiles, observations related to products, services, business offerings, recent developments, and key market strategies.
Reasons to buy this report:

The report provides insights on the following pointers:

• Analysis of key drivers (rising adoption of advanced contact center technologies, need for handling contact center attrition and absenteeism, role of social media in contact center operations, continuous transition to cloud-based contact centers, integration with CRM and Other Business Systems, growing demand for personalized and enhanced customer interactions), restraints (inadequate network bandwidth minimizes the adoption of VoIP and cloud-based telephony, high costs and long-term contracts associated with PRI phone services, impact of IVR frauds and cyber-attacks on business operations, implementation and Integration challenges), opportunities (growing demand for analyzing audio and video conversations, increasing demand for AI and Automation, dynamic customer demands for robust self-service interactions), and challenges (data privacy and security aspects, barriers to shifting contact centers to cloud environments, need for training and skill requirements) influencing the growth of the contact center software market

• Product Development/Innovation: Detailed insights on the latest technologies in the contact center software market

• Market Development: In-depth information about lucrative markets – the report analyses the contact center software market across various regions.

• Market Diversification: Comprehensive information about new products & services, recent developments, untapped geographies, and investments in the contact center software market.

• Competitive Assessment: Detailed assessment of market shares, growth strategies, and service offerings of leading players like NICE (Israel), IBM (US), Genesys (US), AWS (US), and Five9 (US), among others, in the contact center software market.

Table of Contents

1 INTRODUCTION 44
1.1 STUDY OBJECTIVES 44
1.2 MARKET DEFINITION 44
1.2.1 INCLUSIONS AND EXCLUSIONS 45
1.3 MARKET SCOPE 46
1.3.1 MARKET SEGMENTATION 46
1.3.2 REGIONS COVERED 47
1.3.3 YEARS CONSIDERED 47
1.3.4 CURRENCY CONSIDERED 48
TABLE 1 USD EXCHANGE RATES, 2018–2022 48
1.4 STAKEHOLDERS 48
1.5 SUMMARY OF CHANGES 48
1.6 IMPACT OF RECESSION 49
2 RESEARCH METHODOLOGY 50
2.1 RESEARCH DATA 50
FIGURE 1 CONTACT CENTER SOFTWARE MARKET: RESEARCH DESIGN 50
2.1.1 SECONDARY DATA 51
2.1.2 PRIMARY DATA 52
2.1.2.1 Breakup of primary profiles 52
FIGURE 2 BREAKUP OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION,  AND REGION 52
2.1.2.2 Key insights from industry experts 53
2.2 DATA TRIANGULATION 54
FIGURE 3 CONTACT CENTER SOFTWARE MARKET: DATA TRIANGULATION 54
2.3 MARKET SIZE ESTIMATION 55
FIGURE 4 CONTACT CENTER SOFTWARE MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 55
2.3.1 TOP-DOWN APPROACH 56
2.3.2 BOTTOM-UP APPROACH 56
FIGURE 5 CONTACT CENTER SOFTWARE MARKET: RESEARCH FLOW 56
2.3.3 MARKET ESTIMATION APPROACHES 57
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY – SUPPLY SIDE: ILLUSTRATION OF VENDOR REVENUE ESTIMATION 57
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY: SUPPLY-SIDE ANALYSIS 58
FIGURE 8 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF CONTACT CENTER SOFTWARE VENDORS 58
FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY – DEMAND-SIDE APPROACH 59
2.4 MARKET FORECAST 59
TABLE 2 FACTOR ANALYSIS 59
2.5 RECESSION IMPACT ANALYSIS 60
TABLE 3 CONTACT CENTER SOFTWARE MARKET: RECESSION IMPACT ANALYSIS 60
2.6 ASSUMPTIONS 61
TABLE 4 ASSUMPTIONS 61
2.7 LIMITATIONS 63
FIGURE 10 LIMITATIONS 63
3 EXECUTIVE SUMMARY 64
TABLE 5 CONTACT CENTER SOFTWARE MARKET SIZE AND GROWTH,  2017–2022 (USD MILLION, Y-O-Y) 65
TABLE 6 CONTACT CENTER SOFTWARE MARKET SIZE AND GROWTH,  2023–2028 (USD MILLION, Y-O-Y) 65
FIGURE 11 GLOBAL CONTACT CENTER SOFTWARE MARKET TO WITNESS SIGNIFICANT GROWTH 65
FIGURE 12 NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SHARE IN 2023 66
FIGURE 13 FASTEST-GROWING SEGMENTS OF CONTACT CENTER SOFTWARE MARKET 67
4 PREMIUM INSIGHTS 68
4.1 ATTRACTIVE OPPORTUNITIES FOR KEY PLAYERS IN CONTACT CENTER SOFTWARE MARKET 68
FIGURE 14 INCREASING INVESTMENTS IN CONTACT CENTER SOFTWARE TO ENHANCE CUSTOMER EXPERIENCES AND BOOST MARKET GROWTH 68
4.2 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023 VS. 2028 69
FIGURE 15 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD 69
4.3 CONTACT CENTER SOFTWARE MARKET, BY SOLUTION,  2023 VS. 2028 69
FIGURE 16 OMNICHANNEL ROUTING SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD 69
4.4 CONTACT CENTER SOFTWARE MARKET, BY SERVICE,  2023 VS. 2028 70
FIGURE 17 CONSULTING SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD 70
4.5 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023 VS. 2028 70
FIGURE 18 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD 70
4.6 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023 VS. 2028 71
FIGURE 19 CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD 71
4.7 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL,  2023 VS. 2028 71
FIGURE 20 BFSI VERTICAL TO ACCOUNT FOR LARGEST MARKET SHARE DURING FORECAST PERIOD 71
4.8 CONTACT CENTER SOFTWARE MARKET: REGIONAL SCENARIO, 2023–2028 72
FIGURE 21 ASIA PACIFIC TO EMERGE AS BEST MARKET FOR INVESTMENTS IN NEXT FIVE YEARS 72
5 MARKET OVERVIEW AND INDUSTRY TRENDS 73
5.1 INTRODUCTION 73
5.2 MARKET DYNAMICS 73
FIGURE 22 CONTACT CENTER SOFTWARE MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 73
5.2.1 DRIVERS 74
5.2.1.1 Rising adoption of advanced contact center technologies 74
5.2.1.2 Need to control contact center attrition and absenteeism 74
5.2.1.3 Impact of social media on contact center operations 74
FIGURE 23 NUMBER OF PEOPLE USING SOCIAL MEDIA FOR BUSINESS 75
5.2.1.4 Continuous transition to cloud-based contact centers 75
5.2.1.5 Integration with CRM and other business systems 75
5.2.1.6 Growing demand for personalized and streamlined interactions 76
FIGURE 24 MEDIUM USED TO MAKE HIGH-STAKE PURCHASES 76
5.2.2 RESTRAINTS 76
5.2.2.1 Inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony 76
5.2.2.2 High costs and long-term contracts associated with PRI phone services 77
FIGURE 25 CONTACT CENTERS TO FACE CHALLENGES IN REDUCING FINANCIAL COSTS AND HIRING QUALIFIED AGENTS 77
5.2.2.3 Impact of IVR fraud and cyberattacks on business operations 77
5.2.3 OPPORTUNITIES 78
5.2.3.1 Growing demand for analyzing audio and video conversations 78
5.2.3.2 Growing demand for AI and automation 78
FIGURE 26 USE OF CHATBOTS FOR COMMON QUESTIONS 79
5.2.3.3 Dynamic customer demand for robust self-service interactions 79
5.2.4 CHALLENGES 79
5.2.4.1 Data privacy and security aspects 79
5.2.4.2 Barriers to moving contact centers to cloud environments 80
5.2.4.3 Lack of trained and skilled workforce 80
5.2.4.4 Implementation and integration challenges 81
5.3 CASE STUDY ANALYSIS 81
5.3.1 CASE STUDY 1: ECSI IMPROVED TELEPHONIC INTERACTION SPEED AND REDUCED CHAT HANDLING TIME WITH NICE’S SOLUTION 81
5.3.2 CASE STUDY 2: 8X8 VIRTUAL CONTACT CENTER HELPED BAILEY INTERNATIONAL REDUCE CALL ANSWER TIMES AND ABANDONMENT RATES 82
5.3.3 CASE STUDY 3: GENESYS HELPED TECHSTYLE FASHION GROUP ENHANCE VISIBILITY AND EXPERIENCE 82
5.3.4 CASE STUDY 4: FIVE9 HELPED TELADOC INCREASE UPTIME, IMPROVE CUSTOMER SATISFACTION, AND PREVENT OUTAGES 83
5.3.5 CASE STUDY 5: KANTAR STREAMLINED GLOBAL MARKET RESEARCH CENTERS WITH SYTEL’S MULTI-TENANT CCAAS PLATFORM 83
5.3.6 CASE STUDY 6: ORANGE OPTIMIZED MESSAGE HANDLING AND ENHANCED CUSTOMER RELATIONS WITH RINGCENTRAL’S SOLUTION 84
5.3.7 CASE STUDY 7: TALKDESK OFFERED REAL-TIME REPORTS AND INTEGRATIONS WITH BUSINESS TOOLS TO IMPROVE ACXIOM’S CUSTOMER EXPERIENCES 84
5.3.8 CASE STUDY 8: ATOS HELPED MUNICIPALITY OF MAASTRICHT IMPROVE RESPONSIVENESS OF CALLS 85
5.3.9 CASE STUDY 9: TWILIO’S SOLUTION HELPED HULU IMPROVE CUSTOMER EXPERIENCE 85
5.3.10 CASE STUDY 10: AVAYA CONTACT CENTER SELECT HELPED GTECH OFFER MINUTE STATISTICS 86
5.4 SUPPLY CHAIN ANALYSIS 86
FIGURE 27 CONTACT CENTER SOFTWARE MARKET: SUPPLY CHAIN ANALYSIS 87
5.5 ECOSYSTEM/MARKET MAP 87
FIGURE 28 CONTACT CENTER SOFTWARE MARKET: ECOSYSTEM/MARKET MAP 88
5.6 TECHNOLOGY ANALYSIS 88
5.6.1 ADVANCED ANALYTICS 88
5.6.1.1 Data analytics 89
5.6.1.2 Speech analytics 89
5.6.1.3 Sentiment analytics 89
5.6.2 ARTIFICIAL INTELLIGENCE 90
5.6.2.1 ML 90
5.6.2.2 NLP 90
5.7 PRICING ANALYSIS 91
TABLE 7 CONTACT CENTER SOFTWARE MARKET: PRICING ANALYSIS 91
5.8 PATENT ANALYSIS 93
FIGURE 29 NUMBER OF PATENTS PUBLISHED, 2012–2022 93
FIGURE 30 TOP FIVE PATENT OWNERS (GLOBAL) 93
TABLE 8 TOP TEN PATENT APPLICANTS (US) 93
TABLE 9 CONTACT CENTER SOFTWARE MARKET: PATENT ANALYSIS 94
5.9 PORTER’S FIVE FORCES ANALYSIS 96
FIGURE 31 CONTACT CENTER SOFTWARE MARKET: PORTER’S FIVE FORCES ANALYSIS 96
TABLE 10 CONTACT CENTER SOFTWARE MARKET: PORTER’S FIVE FORCES ANALYSIS 96
5.9.1 THREAT OF NEW ENTRANTS 97
5.9.2 THREAT OF SUBSTITUTES 97
5.9.3 BARGAINING POWER OF SUPPLIERS 97
5.9.4 BARGAINING POWER OF BUYERS 97
5.9.5 INTENSITY OF COMPETITIVE RIVALRY 98
5.10 TARIFFS AND REGULATORY LANDSCAPE 98
5.10.1 NORTH AMERICA 98
5.10.2 EUROPE 99
5.10.3 ASIA PACIFIC 99
5.10.4 MIDDLE EAST AND SOUTH AFRICA 99
5.10.5 LATIN AMERICA 99
5.11 KEY CONFERENCES AND EVENTS, 2023–2024 100
TABLE 11 CONTACT CENTER SOFTWARE MARKET: KEY CONFERENCES AND EVENTS, 2023–2024 100
5.12 TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS’ BUSINESSES 100
FIGURE 32 CONTACT CENTER SOFTWARE MARKET: TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS’ BUSINESSES 100
5.13 KEY STAKEHOLDERS & BUYING CRITERIA 101
5.13.1 KEY STAKEHOLDERS IN BUYING PROCESS 101
FIGURE 33 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR END USERS 101
TABLE 12 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR END USERS 101
5.13.2 BUYING CRITERIA 102
FIGURE 34 KEY BUYING CRITERIA FOR END USERS 102
TABLE 13 KEY BUYING CRITERIA FOR END USERS 102
5.14 BUSINESS MODEL ANALYSIS 103
FIGURE 35 CONTACT CENTER SOFTWARE MARKET: BUSINESS MODEL ANALYSIS 103
5.14.1 ON-PREMISES BUSINESS MODEL 103
5.14.2 HOSTED BUSINESS MODEL 104
5.14.3 CLOUD-BASED BUSINESS MODEL 104
6 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT 105
6.1 INTRODUCTION 106
FIGURE 36 SOLUTIONS SEGMENT TO HOLD LARGER MARKET SIZE DURING FORECAST PERIOD 106
TABLE 14 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION) 106
TABLE 15 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023–2028 (USD MILLION) 107
6.2 SOLUTIONS 107
6.2.1 GROWING DEMAND FOR OMNICHANNEL CUSTOMER SERVICE AND INCREASING REGULATORY REQUIREMENTS TO DRIVE MARKET 107
6.2.2 SOLUTIONS: CONTACT CENTER SOFTWARE MARKET DRIVERS 108
TABLE 16 CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017–2022 (USD MILLION) 108
TABLE 17 CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023–2028 (USD MILLION) 108
TABLE 18 SOLUTIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION) 109
TABLE 19 SOLUTIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION) 109
6.2.3 OMNICHANNEL ROUTING 109
6.2.3.1 Omnichannel routing to help calls and assign tasks to agents based on their expertise and experience 109
6.2.3.2 Digital channels 110
6.2.3.3 Intelligent routing 110
6.2.3.4 Interactive Voice Response (IVR) 110
6.2.3.5 Automatic Call Distributors (ACD) 110
6.2.3.6 Dialers 111
6.2.3.7 Virtual agents 111
TABLE 20 OMNICHANNEL ROUTING: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION) 111
TABLE 21 OMNICHANNEL ROUTING: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION) 112
6.2.4 WORKFORCE ENGAGEMENT MANAGEMENT 112
6.2.4.1 Workforce engagement to include faster resolution, improve agent productivity, and increase customer retention 112
6.2.4.2 Workforce optimization 112
6.2.4.3 Call recording and quality management 113
6.2.4.4 Gamification 113
TABLE 22 WORKFORCE ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET,  BY REGION, 2017–2022 (USD MILLION) 114
TABLE 23 WORKFORCE ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET,  BY REGION, 2023–2028 (USD MILLION) 114
6.2.5 REPORTING AND ANALYTICS 114
6.2.5.1 Reporting and analytics to identify trends, model data, and predict outcomes related to KPIs and SLAs 114
6.2.5.2 Historical and customized reports 114
6.2.5.3 Speech and text analytics 115
6.2.5.4 Real-time analytics and dashboard 116
TABLE 24 REPORTING AND ANALYTICS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION) 116
TABLE 25 REPORTING AND ANALYTICS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION) 116
6.2.6 CUSTOMER ENGAGEMENT MANAGEMENT 116
6.2.6.1 Customer engagement management to identify customer preferences and develop business strategies 116
6.2.6.2 IVR and advanced chat 117
6.2.6.3 Self-service automation 117
6.2.6.4 Customer surveys 117
TABLE 26 CUSTOMER ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET,  BY REGION, 2017–2022 (USD MILLION) 117
TABLE 27 CUSTOMER ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET,  BY REGION, 2023–2028 (USD MILLION) 118
6.2.7 OTHER SOLUTIONS 118
TABLE 28 OTHER SOLUTIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION) 118
TABLE 29 OTHER SOLUTIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION) 119
6.3 SERVICES 119
6.3.1 NEED TO IMPROVE OPERATIONAL EFFICIENCY AND INCREASE AGILITY OF CONTACT CENTER SOLUTIONS TO DRIVE MARKET 119
6.3.2 SERVICES: CONTACT CENTER SOFTWARE MARKET DRIVERS 119
TABLE 30 CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017–2022 (USD MILLION) 120
TABLE 31 CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023–2028 (USD MILLION) 120
TABLE 32 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION) 120
TABLE 33 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION) 121
6.3.3 CONSULTING 121
6.3.3.1 Consulting services to ensure smooth implementation and integration of solutions 121
TABLE 34 CONSULTING: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION) 121
TABLE 35 CONSULTING: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION) 122
6.3.4 IMPLEMENTATION & INTEGRATION 122
6.3.4.1 Implementation & integration services to provide hassle-free and accurate integration and deployment of solutions 122
TABLE 36 IMPLEMENTATION & INTEGRATION: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017–2022 (USD MILLION) 122
TABLE 37 IMPLEMENTATION & INTEGRATION: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023–2028 (USD MILLION) 123
6.3.5 TRAINING, SUPPORT & MAINTENANCE 123
6.3.5.1 Training, support & maintenance services to ensure smooth operation and identification of issues 123
TABLE 38 TRAINING, SUPPORT & MAINTENANCE: CONTACT CENTER SOFTWARE MARKET,  BY REGION, 2017–2022 (USD MILLION) 123
TABLE 39 TRAINING, SUPPORT & MAINTENANCE: CONTACT CENTER SOFTWARE MARKET,  BY REGION, 2023–2028 (USD MILLION) 124
7 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE 125
7.1 INTRODUCTION 126
FIGURE 37 CLOUD DEPLOYMENT MODE TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 126
7.1.1 DEPLOYMENT MODES: CONTACT CENTER SOFTWARE MARKET DRIVERS 126
TABLE 40 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,  2017–2022 (USD MILLION) 127
TABLE 41 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,  2023–2028 (USD MILLION) 127
7.2 ON-PREMISES 127
7.2.1 ON-PREMISES DEPLOYMENT TO ENABLE ORGANIZATIONS TO CUSTOMIZE CONTACT CENTER SOLUTIONS TO THEIR SPECIFIC NEEDS 127
TABLE 42 ON-PREMISES: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION) 128
TABLE 43 ON-PREMISES: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION) 128
7.3 CLOUD 128
7.3.1 CLOUD DEPLOYMENT TO OFFER COST EFFICIENCY, SCALABILITY, ACCESSIBILITY, AND REDUCED INFRASTRUCTURE MANAGEMENT 128
TABLE 44 CLOUD: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017–2022 (USD MILLION) 129
TABLE 45 CLOUD: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023–2028 (USD MILLION) 129
8 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE 130
8.1 INTRODUCTION 131
FIGURE 38 SMES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 131
8.1.1 ORGANIZATION SIZES: CONTACT CENTER SOFTWARE MARKET DRIVERS 131
TABLE 46 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 131
TABLE 47 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 132
8.2 LARGE ENTERPRISES 132
8.2.1 NEED FOR ADVANCED FEATURES, SCALABILITY, AND CUSTOMIZATION OPTIONS TO DRIVE DEMAND FOR CONTACT CENTER SOFTWARE 132
TABLE 48 LARGE ENTERPRISES: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION) 132
TABLE 49 LARGE ENTERPRISES: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION) 133
8.3 SMALL AND MEDIUM-SIZED ENTERPRISES (SMES) 133
8.3.1 COST-EFFECTIVENESS AND AFFORDABILITY OF CLOUD-BASED CONTACT CENTER SOFTWARE TO DRIVE ITS DEMAND IN SMES 133
TABLE 50 SMES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017–2022 (USD MILLION) 133
TABLE 51 SMES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023–2028 (USD MILLION) 134
9 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL 135
9.1 INTRODUCTION 136
FIGURE 39 BFSI VERTICAL TO ACCOUNT FOR LARGEST MARKET SIZE DURING FORECAST PERIOD 136
9.1.1 VERTICALS: CONTACT CENTER SOFTWARE MARKET DRIVERS 136
TABLE 52 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 137
TABLE 53 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 137
9.2 BFSI 138
9.2.1 NEED TO ENGAGE WITH CUSTOMERS AND PROVIDE SEAMLESS EXPERIENCES TO DRIVE DEMAND FOR CONTACT CENTER SOFTWARE 138
TABLE 54 BFSI: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017–2022 (USD MILLION) 138
TABLE 55 BFSI: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023–2028 (USD MILLION) 138
9.3 TELECOMMUNICATIONS 139
9.3.1 NEED FOR COMPREHENSIVE ANALYTICS AND REPORTING TOOLS TO BOOST DEMAND FOR CONTACT CENTER SOFTWARE 139
TABLE 56 TELECOMMUNICATIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION) 139
TABLE 57 TELECOMMUNICATIONS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION) 140
9.4 HEALTHCARE & LIFE SCIENCES 140
9.4.1 NEED TO MANAGE APPOINTMENT SCHEDULING, ENSURE PATIENT ADHERENCE TO TREATMENT PLANS, AND STREAMLINE APPOINTMENT PROCESSES TO DRIVE MARKET 140
TABLE 58 HEALTHCARE & LIFE SCIENCES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017–2022 (USD MILLION) 141
TABLE 59 HEALTHCARE & LIFE SCIENCES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023–2028 (USD MILLION) 141
9.5 IT & ITES 141
9.5.1 NEED FOR MULTICHANNEL CUSTOMER ENGAGEMENT, ACCESS CUSTOMER INFORMATION, TRACK INTERACTIONS, AND MANAGE TICKETS TO PROPEL MARKET 141
TABLE 60 IT & ITES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017–2022 (USD MILLION) 142
TABLE 61 IT & ITES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023–2028 (USD MILLION) 142
9.6 MANUFACTURING 143
9.6.1 NEED TO MANAGE ORDER INQUIRIES, TRACK SHIPMENTS, AND PROVIDE STATUS UPDATES TO FUEL DEMAND FOR CONTACT CENTER SOFTWARE 143
TABLE 62 MANUFACTURING: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION) 143
TABLE 63 MANUFACTURING: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION) 144
9.7 RETAIL & CONSUMER GOODS 144
9.7.1 NEED FOR FASTER DECISION-MAKING, CUSTOMER-CENTRIC MARKET STRATEGIES, AND BUSINESS OPERATIONS TO DRIVE MARKET 144
TABLE 64 RETAIL & CONSUMER GOODS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION) 144
TABLE 65 RETAIL & CONSUMER GOODS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION) 145
9.8 GOVERNMENT & PUBLIC SECTOR 145
9.8.1 NEED FOR EFFECTIVE COMMUNICATION, PROGRESS TRACKING, AND TIMELY ISSUE RESOLUTION TO DRIVE MARKET 145
TABLE 66 GOVERNMENT & PUBLIC SECTOR: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017–2022 (USD MILLION) 146
TABLE 67 GOVERNMENT & PUBLIC SECTOR: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023–2028 (USD MILLION) 146
9.9 ENERGY & UTILITIES 146
9.9.1 EFFICIENTLY HANDLING CUSTOMER INQUIRIES, SERVICE REQUESTS, BILLING INQUIRIES, AND OUTAGE REPORTS TO DRIVE MARKET 146
TABLE 68 ENERGY & UTILITIES: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION) 147
TABLE 69 ENERGY & UTILITIES: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION) 147
9.10 OTHER VERTICALS 147
TABLE 70 OTHER VERTICALS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2017–2022 (USD MILLION) 148
TABLE 71 OTHER VERTICALS: CONTACT CENTER SOFTWARE MARKET, BY REGION,  2023–2028 (USD MILLION) 148
10 CONTACT CENTER SOFTWARE MARKET, BY REGION 149
10.1 INTRODUCTION 150
FIGURE 40 NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SIZE DURING FORECAST PERIOD 150
TABLE 72 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017–2022 (USD MILLION) 150
TABLE 73 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023–2028 (USD MILLION) 151
10.2 NORTH AMERICA 151
10.2.1 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET DRIVERS 151
10.2.2 NORTH AMERICA: RECESSION IMPACT 152
10.2.3 NORTH AMERICA: REGULATORY LANDSCAPE 152
10.2.3.1 US Securities and Exchange Commission (SEC) 153
10.2.3.2 International Organization for Standardization (ISO) 27001 153
10.2.3.3 California Consumer Privacy Act (CCPA) 153
10.2.3.4 Health Insurance Portability and Accountability Act (HIPAA) of 1996 153
10.2.3.5 Sarbanes-Oxley (SOX) Act of 2002 154
FIGURE 41 NORTH AMERICA: MARKET SNAPSHOT 154
TABLE 74 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION) 155
TABLE 75 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023–2028 (USD MILLION) 155
TABLE 76 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION,  2017–2022 (USD MILLION) 155
TABLE 77 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION,  2023–2028 (USD MILLION) 156
TABLE 78 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE,  2017–2022 (USD MILLION) 156
TABLE 79 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE,  2023–2028 (USD MILLION) 156
TABLE 80 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,  2017–2022 (USD MILLION) 157
TABLE 81 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,  2023–2028 (USD MILLION) 157
TABLE 82 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 157
TABLE 83 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 157
TABLE 84 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL,  2017–2022 (USD MILLION) 158
TABLE 85 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL,  2023–2028 (USD MILLION) 158
TABLE 86 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY,  2017–2022 (USD MILLION) 159
TABLE 87 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY,  2023–2028 (USD MILLION) 159
10.2.4 US 159
10.2.4.1 Advanced IT infrastructure, presence of numerous organizations, and availability of technical skills to drive market 159
TABLE 88 US: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION) 160
TABLE 89 US: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023–2028 (USD MILLION) 160
TABLE 90 US: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,  2017–2022 (USD MILLION) 160
TABLE 91 US: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,  2023–2028 (USD MILLION) 160
TABLE 92 US: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 161
TABLE 93 US: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 161
10.2.5 CANADA 161
10.2.5.1 Presence of knowledgeable and skilled workforce, increased digitalization, and rise in workload to drive market 161
TABLE 94 CANADA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION) 162
TABLE 95 CANADA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023–2028 (USD MILLION) 162
TABLE 96 CANADA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,  2017–2022 (USD MILLION) 162
TABLE 97 CANADA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,  2023–2028 (USD MILLION) 162
TABLE 98 CANADA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 163
TABLE 99 CANADA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 163
10.3 EUROPE 163
10.3.1 EUROPE: CONTACT CENTER SOFTWARE MARKET DRIVERS 164
10.3.2 EUROPE: RECESSION IMPACT 164
10.3.3 EUROPE: REGULATORY LANDSCAPE 165
10.3.3.1 General Data Protection Regulation (GDPR) 165
10.3.3.2 European Cybersecurity Act 165
TABLE 100 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION) 165
TABLE 101 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023–2028 (USD MILLION) 166
TABLE 102 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION,  2017–2022 (USD MILLION) 166
TABLE 103 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION,  2023–2028 (USD MILLION) 166
TABLE 104 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY SERVICE,  2017–2022 (USD MILLION) 167
TABLE 105 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY SERVICE,  2023–2028 (USD MILLION) 167
TABLE 106 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,  2017–2022 (USD MILLION) 167
TABLE 107 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,  2023–2028 (USD MILLION) 167
TABLE 108 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 168
TABLE 109 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 168
TABLE 110 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL,  2017–2022 (USD MILLION) 168
TABLE 111 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL,  2023–2028 (USD MILLION) 169
TABLE 112 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY,  2017–2022 (USD MILLION) 169
TABLE 113 EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY,  2023–2028 (USD MILLION) 169
10.3.4 UK 170
10.3.4.1 Increasing digitalization and rising demand for mobile devices and cloud services to boost demand for contact center software 170
TABLE 114 UK: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION) 170
TABLE 115 UK: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023–2028 (USD MILLION) 170
TABLE 116 UK: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 170
TABLE 117 UK: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 171
10.3.5 GERMANY 171
10.3.5.1 Government initiatives for technology adoption and growing popularity of WFO to drive market 171
TABLE 118 GERMANY: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION) 171
TABLE 119 GERMANY: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023–2028 (USD MILLION) 172
TABLE 120 GERMANY: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 172
TABLE 121 GERMANY: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 172
10.3.6 FRANCE 172
10.3.6.1 Need for exceptional customer experiences, digital transformation, and leveraging data insights to propel market 172
TABLE 122 FRANCE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION) 173
TABLE 123 FRANCE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023–2028 (USD MILLION) 173
TABLE 124 FRANCE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 173
TABLE 125 FRANCE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 173
10.3.7 BELGIUM 174
10.3.7.1 Need to break out of legacy infrastructure to develop agile approach and presence of robust contact center industry to drive market 174
TABLE 126 BELGIUM: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION) 174
TABLE 127 BELGIUM: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023–2028 (USD MILLION) 174
TABLE 128 BELGIUM: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 175
TABLE 129 BELGIUM: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 175
10.3.8 REST OF EUROPE 175
TABLE 130 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION) 176
TABLE 131 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023–2028 (USD MILLION) 176
TABLE 132 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 176
TABLE 133 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 176
10.4 ASIA PACIFIC 177
10.4.1 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET DRIVERS 177
10.4.2 ASIA PACIFIC: RECESSION IMPACT 177
10.4.3 ASIA PACIFIC: REGULATORY LANDSCAPE 178
10.4.3.1 Personal Data Protection Act (PDPA) 178
10.4.3.2 Singapore Standard (SS) 564 179
10.4.3.3 Internet Data Center (IDC) in China 179
FIGURE 42 ASIA PACIFIC: REGIONAL SNAPSHOT 179
TABLE 134 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION) 180
TABLE 135 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023–2028 (USD MILLION) 180
TABLE 136 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION,  2017–2022 (USD MILLION) 180
TABLE 137 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION,  2023–2028 (USD MILLION) 181
TABLE 138 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY SERVICE,  2017–2022 (USD MILLION) 181
TABLE 139 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY SERVICE,  2023–2028 (USD MILLION) 181
TABLE 140 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,  2017–2022 (USD MILLION) 182
TABLE 141 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE,  2023–2028 (USD MILLION) 182
TABLE 142 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 182
TABLE 143 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 182
TABLE 144 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL,  2017–2022 (USD MILLION) 183
TABLE 145 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL,  2023–2028 (USD MILLION) 183
TABLE 146 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY,  2017–2022 (USD MILLION) 184
TABLE 147 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY,  2023–2028 (USD MILLION) 184
10.4.4 CHINA 184
10.4.4.1 Growing concern for data privacy and security and increasing focus on customer experience to propel market 184
TABLE 148 CHINA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION) 185
TABLE 149 CHINA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023–2028 (USD MILLION) 185
TABLE 150 CHINA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 185
TABLE 151 CHINA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 185
10.4.5 JAPAN 186
10.4.5.1 Presence of major vendors, need to move to cloud-based B2B services, and business-friendly regulations to drive market 186
TABLE 152 JAPAN: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION) 186
TABLE 153 JAPAN: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023–2028 (USD MILLION) 186
TABLE 154 JAPAN: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 186
TABLE 155 JAPAN: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 187
10.4.6 AUSTRALIA & NEW ZEALAND (ANZ) 187
10.4.6.1 Customer experience, strong service-oriented sectors, and high level of technology adoption to drive market 187
TABLE 156 AUSTRALIA & NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION) 187
TABLE 157 AUSTRALIA & NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023–2028 (USD MILLION) 187
TABLE 158 AUSTRALIA & NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 188
TABLE 159 AUSTRALIA & NEW ZEALAND: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 188
10.4.7 REST OF ASIA PACIFIC 188
TABLE 160 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION) 189
TABLE 161 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023–2028 (USD MILLION) 189
TABLE 162 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 189
TABLE 163 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 189
10.5 MIDDLE EAST & AFRICA 190
10.5.1 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET DRIVERS 190
10.5.2 MIDDLE EAST & AFRICA: RECESSION IMPACT 190
10.5.3 MIDDLE EAST & AFRICA: REGULATORY LANDSCAPE 191
10.5.3.1 Personal Data Protection Law (PDPL) 191
10.5.3.2 Cloud Computing Regulatory Framework 191
TABLE 164 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION) 191
TABLE 165 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023–2028 (USD MILLION) 192
TABLE 166 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION,  2017–2022 (USD MILLION) 192
TABLE 167 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION,  2023–2028 (USD MILLION) 192
TABLE 168 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE,  2017–2022 (USD MILLION) 193
TABLE 169 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE,  2023–2028 (USD MILLION) 193
TABLE 170 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017–2022 (USD MILLION) 193
TABLE 171 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023–2028 (USD MILLION) 193
TABLE 172 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 194
TABLE 173 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 194
TABLE 174 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL,  2017–2022 (USD MILLION) 194
TABLE 175 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL,  2023–2028 (USD MILLION) 195
TABLE 176 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY,  2017–2022 (USD MILLION) 195
TABLE 177 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY,  2023–2028 (USD MILLION) 195
10.5.4 KSA 196
10.5.4.1 Initiatives such as Vision 2030 and the National Transformation Program to drive market 196
TABLE 178 KSA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2017–2022 (USD MILLION) 196
TABLE 179 KSA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,  2023–2028 (USD MILLION) 196
TABLE 180 KSA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION) 197
TABLE 181 KSA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION) 197

10.5.5 UAE 197
10.5.5.1 Rising need for omnichannel communication and workforce management to fuel demand for contact center software 197
TABLE 182 UAE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION) 198
TABLE 183 UAE: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023–2028 (USD MILLION) 198
TABLE 184 UAE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 198
TABLE 185 UAE: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 198
10.5.6 REST OF MIDDLE EAST & AFRICA 199
TABLE 186 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION) 199
TABLE 187 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023–2028 (USD MILLION) 199
TABLE 188 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 200
TABLE 189 REST OF MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 200
10.6 LATIN AMERICA 200
10.6.1 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET DRIVERS 200
10.6.2 LATIN AMERICA: RECESSION IMPACT 201
10.6.3 LATIN AMERICA: REGULATORY LANDSCAPE 201
10.6.3.1 FEDERAL LAW ON PROTECTION OF PERSONAL DATA HELD BY INDIVIDUALS 201
TABLE 190 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION) 202
TABLE 191 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023–2028 (USD MILLION) 202
TABLE 192 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2017–2022 (USD MILLION) 202
TABLE 193 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023–2028 (USD MILLION) 203
TABLE 194 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2017–2022 (USD MILLION) 203
TABLE 195 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023–2028 (USD MILLION) 203
TABLE 196 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017–2022 (USD MILLION) 204
TABLE 197 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023–2028 (USD MILLION) 204
TABLE 198 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 204
TABLE 199 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 204
TABLE 200 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 205
TABLE 201 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 205
TABLE 202 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2017–2022 (USD MILLION) 206
TABLE 203 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 206
10.6.4 BRAZIL 206
10.6.4.1 Shift toward cloud-based contact center solutions for flexibility and cost-effectiveness to accelerate market 206
TABLE 204 BRAZIL: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION) 207
TABLE 205 BRAZIL: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023–2028 (USD MILLION) 207
TABLE 206 BRAZIL: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 207
TABLE 207 BRAZIL: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 207
10.6.5 MEXICO 208
10.6.5.1 Government initiatives to attract foreign investment, digital advancement, and technical expertise to drive market 208
TABLE 208 MEXICO: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION) 208
TABLE 209 MEXICO: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023–2028 (USD MILLION) 208
TABLE 210 MEXICO: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 208
TABLE 211 MEXICO: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 209
10.6.6 REST OF LATIN AMERICA 209
TABLE 212 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION) 209
TABLE 213 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023–2028 (USD MILLION) 209
TABLE 214 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 210
TABLE 215 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 210
11 COMPETITIVE LANDSCAPE 211
11.1 OVERVIEW 211
11.2 STRATEGIES ADOPTED BY KEY PLAYERS 211
11.3 HISTORICAL REVENUE ANALYSIS 215
FIGURE 43 HISTORICAL FIVE-YEAR SEGMENTAL REVENUE ANALYSIS OF KEY CONTACT CENTER SOFTWARE PROVIDERS 215
11.4 MARKET SHARE ANALYSIS 215
FIGURE 44 MARKET SHARE ANALYSIS 216
TABLE 216 CONTACT CENTER SOFTWARE MARKET: DEGREE OF COMPETITION 216
11.5 MARKET RANKING OF KEY PLAYERS 217
FIGURE 45 MARKET RANKING OF KEY CONTACT CENTER SOFTWARE PLAYERS, 2023 217
11.6 GLOBAL SNAPSHOT OF KEY MARKET PARTICIPANTS 217
FIGURE 46 CONTACT CENTER SOFTWARE MARKET: GLOBAL SNAPSHOT OF KEY MARKET PARTICIPANTS, 2023 217
11.7 COMPETITIVE BENCHMARKING FOR KEY PLAYERS 218
11.7.1 EVALUATION CRITERIA FOR KEY COMPANIES 218
TABLE 217 COMPANY REGIONAL FOOTPRINT 218
TABLE 218 COMPANY COMPONENT FOOTPRINT 218
TABLE 219 COMPANY VERTICAL FOOTPRINT 219
11.8 EVALUATION MATRIX FOR KEY PLAYERS, 2023 219
11.8.1 DEFINITIONS AND METHODOLOGY 220
FIGURE 47 EVALUATION MATRIX FOR KEY PLAYERS: CRITERIA WEIGHTAGE 220
FIGURE 48 EVALUATION MATRIX FOR KEY PLAYERS, 2023 221
11.8.2 STARS 221
11.8.3 EMERGING LEADERS 221
11.8.4 PERVASIVE PLAYERS 222
11.8.5 PARTICIPANTS 222
11.9 EVALUATION MATRIX FOR STARTUPS/SMES, 2023 222
11.9.1 DEFINITIONS AND METHODOLOGY 222
FIGURE 49 EVALUATION MATRIX FOR SMES/STARTUPS: CRITERIA WEIGHTAGE 223
FIGURE 50 EVALUATION MATRIX FOR STARTUPS/SMES, 2023 224
11.9.2 PROGRESSIVE COMPANIES 224
11.9.3 RESPONSIVE COMPANIES 224
11.9.4 DYNAMIC COMPANIES 225
11.9.5 STARTING BLOCKS 225
11.10 COMPETITIVE BENCHMARKING FOR STARTUPS/SMES 225
11.10.1 EVALUATION CRITERIA FOR STARTUPS/SMES 225
TABLE 220 DETAILED LIST OF KEY STARTUPS/SMES 225
TABLE 221 COMPANY REGIONAL FOOTPRINT 226
TABLE 222 COMPANY COMPONENT FOOTPRINT 226
TABLE 223 COMPANY VERTICAL FOOTPRINT 227
11.11 VALUATION AND FINANCIAL METRICS OF CONTACT CENTER SOFTWARE VENDORS 227
FIGURE 51 COMPANY FINANCIAL METRICS 227
11.12 COMPETITIVE SCENARIO 228
11.12.1 PRODUCT LAUNCHES AND ENHANCEMENTS 228
TABLE 224 CONTACT CENTER SOFTWARE MARKET: PRODUCT LAUNCHES AND ENHANCEMENTS 228
11.12.2 DEALS 231
TABLE 225 CONTACT CENTER SOFTWARE MARKET: DEALS 231
12 COMPANY PROFILES 234
12.1 INTRODUCTION 234
12.2 MAJOR PLAYERS 234
(Business overview, Products/Solutions/Services offered, Recent developments, MnM view, Right to win, Strategic choices, and Weaknesses and competitive threats)*
12.2.1 GENESYS 234
TABLE 226 GENESYS: COMPANY OVERVIEW 234
TABLE 227 GENESYS: PRODUCTS/SOLUTIONS/SERVICES OFFERED 234
TABLE 228 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS 235
TABLE 229 GENESYS: DEALS 237
12.2.2 NICE 241
TABLE 230 NICE: COMPANY OVERVIEW 241
FIGURE 52 NICE: COMPANY SNAPSHOT 242
TABLE 231 NICE: PRODUCTS/SOLUTIONS/SERVICES OFFERED 242
TABLE 232 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS 244
TABLE 233 NICE: DEALS 246
12.2.3 IBM 250
TABLE 234 IBM: COMPANY OVERVIEW 250
FIGURE 53 IBM: COMPANY SNAPSHOT 250
TABLE 235 IBM: PRODUCTS/SOLUTIONS/SERVICES OFFERED 251
12.2.4 AWS 253
TABLE 236 AWS: COMPANY OVERVIEW 253
FIGURE 54 AWS: COMPANY SNAPSHOT 253
TABLE 237 AWS: PRODUCTS/SOLUTIONS/SERVICES OFFERED 254
TABLE 238 AWS: PRODUCT LAUNCHES & ENHANCEMENTS 255
TABLE 239 AWS: DEALS 258
12.2.5 FIVE9 259
TABLE 240 FIVE9: COMPANY OVERVIEW 259
FIGURE 55 FIVE9: COMPANY SNAPSHOT 259
TABLE 241 FIVE9: PRODUCTS/SOLUTIONS/SERVICES OFFERED 260
TABLE 242 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS 261
TABLE 243 FIVE9: DEALS 262
12.2.6 TWILIO 266
TABLE 244 TWILIO: COMPANY OVERVIEW 266
FIGURE 56 TWILIO: COMPANY SNAPSHOT 266
TABLE 245 TWILIO: PRODUCTS/SOLUTIONS/SERVICES OFFERED 267
TABLE 246 TWILIO: PRODUCT LAUNCHES & ENHANCEMENTS 267
TABLE 247 TWILIO: DEALS 268
12.2.7 MITEL 270
TABLE 248 MITEL: COMPANY OVERVIEW 270
TABLE 249 MITEL: PRODUCTS/SOLUTIONS/SERVICES OFFERED 270
TABLE 250 MITEL: PRODUCT LAUNCHES & ENHANCEMENTS 271
TABLE 251 MITEL: DEALS 272
12.2.8 CISCO 273
TABLE 252 CISCO: COMPANY OVERVIEW 273
FIGURE 57 CISCO: COMPANY SNAPSHOT 274
TABLE 253 CISCO: PRODUCTS/SOLUTIONS/SERVICES OFFERED 274
TABLE 254 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS 276
TABLE 255 CISCO: DEALS 278
12.2.9 BT GROUP 280
TABLE 256 BT GROUP: COMPANY OVERVIEW 280
FIGURE 58 BT GROUP: COMPANY SNAPSHOT 281
TABLE 257 BT GROUP: PRODUCTS/SOLUTIONS/SERVICES OFFERED 281
TABLE 258 BT GROUP: DEALS 282
12.2.10 VERIZON 283
TABLE 259 VERIZON: COMPANY OVERVIEW 283
FIGURE 59 VERIZON: COMPANY SNAPSHOT 283
TABLE 260 VERIZON: PRODUCTS/SOLUTIONS/SERVICES OFFERED 284
TABLE 261 VERIZON: PRODUCT LAUNCHES AND ENHANCEMENTS 285
12.2.11 AVAYA 286
TABLE 262 AVAYA: COMPANY OVERVIEW 286
TABLE 263 AVAYA: PRODUCTS/SOLUTIONS/SERVICES OFFERED 286
TABLE 264 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS 287
TABLE 265 AVAYA: DEALS 288
12.2.12 VONAGE 292
TABLE 266 VONAGE: COMPANY OVERVIEW 292
TABLE 267 VONAGE: PRODUCTS/SOLUTIONS/SERVICES OFFERED 292
TABLE 268 VONAGE: PRODUCT LAUNCHES AND ENHANCEMENTS 293
TABLE 269 VONAGE: DEALS 293
12.2.13 8X8 296
TABLE 270 8X8: COMPANY OVERVIEW 296
FIGURE 60 8X8: COMPANY SNAPSHOT 297
TABLE 271 8X8: PRODUCTS/SOLUTIONS/SERVICES OFFERED 297
TABLE 272 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS 298
TABLE 273 8X8: DEALS 299
12.2.14 TALKDESK 302
TABLE 274 TALKDESK: COMPANY OVERVIEW 302
TABLE 275 TALKDESK: PRODUCTS/SOLUTIONS/SERVICES OFFERED 302
TABLE 276 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS 303
TABLE 277 TALKDESK: DEALS 305
12.3 OTHER PLAYERS 307
12.3.1 ALCATEL-LUCENT ENTERPRISE 307
12.3.2 SINCH 308
12.3.3 ORACLE 309
12.3.4 RINGCENTRAL 310
12.3.5 LIFESIZE 311
12.3.6 CONTENT GURU 312
12.3.7 ALVARIA 313
12.3.8 ENGHOUSE INTERACTIVE 314
12.3.9 3CLOGIC INC 315
12.3.10 AMEYO 316
12.3.11 NEC CORPORATION 317
12.3.12 WEST TECHNOLOGY GROUP 318
12.3.13 ZTE CORPORATION 319
12.4 STARTUPS/SMES 320
12.4.1 VOCALCOM 320
12.4.2 EVOLVE IP 321
12.4.3 UJET 322
12.4.4 AMTELCO 323
12.4.5 AVOXI 324
12.4.6 VCC LIVE 325
12.4.7 GLIA TECHNOLOGIES 326
12.4.8 BRIGHT PATTERN 327
12.4.9 COMPUTERTALK 328
12.4.10 C-ZENTRIX 329
*Details on Business overview, Products/Solutions/Services offered, Recent developments, MnM view, Right to win, Strategic choices, and Weaknesses and competitive threats might not be captured in case of unlisted companies.
13 ADJACENT/RELATED MARKETS 330
13.1 INTRODUCTION 330
13.1.1 RELATED MARKETS 330
13.1.2 LIMITATIONS 330
13.2 CLOUD-BASED CONTACT CENTER MARKET 330
TABLE 278 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 331
TABLE 279 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 331
TABLE 280 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016–2021 (USD MILLION) 331
TABLE 281 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022–2027 (USD MILLION) 332
TABLE 282 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 332
TABLE 283 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 332
TABLE 284 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 333
TABLE 285 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 333
TABLE 286 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 333
TABLE 287 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 334
TABLE 288 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 334
TABLE 289 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 334
TABLE 290 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016–2021 (USD MILLION) 335
TABLE 291 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 335
14 APPENDIX 336
14.1 DISCUSSION GUIDE 336
14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 339
14.3 CUSTOMIZATION OPTIONS 341
14.4 RELATED REPORTS 341
14.5 AUTHOR DETAILS 342