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Contact Center Software Market by Component (Solution and Services), Deployment Type (On-premise and Cloud), Enterprise Size (Large Enterprises and Small & Medium Enterprises), Industry Vertical (BFSI, Healthcare, Retail and E-Commerce, Government and Education, IT and Telecom, Travel and Hospitality, and Others: Global Opportunity Analysis and Industry Forecast, 2020-2027

A03725
Pages: 302
Dec 2020 | 4965 Views
 
Author(s) : Rachita Rake & Abhijith Nair
Tables: 181
Charts: 104
 

COVID-19

Pandemic disrupted the entire world and affected many industries.

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Contact Center Software Market Statistics - 2027

The global contact center software market size was valued at $18,700 million in 2019, and is projected to reach at $72,042 million by 2027, growing at a CAGR of 18.9% from 2020 to 2027. Contact center software helps both multi-channel and uni-channel call centers to efficiently manage high volumes of outbound and inbound communications with customers. Types of customer communication can include phone calls, VoIP calls, live chat, fax, email, SMS/text, chatbot conversations, and social media messaging. The main function of software is to route customer contacts to agents as well as to report and track critical metrics regarding customer interactions. This software allows businesses to carry out their customer communications over the internet, without the need for an on-premise PBX phone system. It is cost-efficient, easier to set up & maintain, and gives businesses with more visibility and control into their operations. It helps in increasing effectiveness and efficiency of a contact center, with a specific focus on interactions between contact center agents and customers. 

Post COVID-19 pandemic, number of companies with on-premises systems are expected to move their contact centers over cloud which is expected to drive the adoption of cloud based conatct center software rapidaly. For instance, as per the the NICE inContact survey, 66% contact center decision makers across three global regions whose companies are not using cloud-based contact center software have planned to accelerate their move toward cloud as a result of the pandemic.

On the basis of component, the solution segment exhibited highest growth in the contact center software market in 2019, and is expected to maintain its dominance in the upcoming years, owing to growing popularity of interactive voice response (IVR) solutions to enable quick resolution of queries over calls. Solutions allow customers to resolve product-related matters by themselves rather than depending on customer care executives. However, the services segment is expected to witness the highest growth, owing to extensive adoption of services among end users, as it ensures effective functioning of contact center software throughout the process. In addition, growth in integration of new systems with existing ones at workplace and rapidly growing demand for implementation of new contact center software is expected to fuel growth of this segment.

Contact-Center-Software-Market-2020-2027

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By deployment type, the on-premise segment contribute significant share of global contact center software market share as large corporations are hesitant to move away from on-premise solutions. On-premise contact center software are solely responsible for maintenance and updates. However, the cloud segment is expected to dominate the market as the availability of affordable internet connections is anticipated to boost demand for cloud-based deployment of contact center solutions in organizations.

By enterprise size, the global contact center software market was dominated by the large enterprise segment in 2019, and is expected to maintain its dominance in the upcoming years, as large enterprises have extensive number of customers in numerous regions and account for technical expertise, high market shares, and effective business strategies. Therefore, companies across this segment are anticipated to capitalize on new technologies to effectively run their business.

North America dominates the contact center software market, as organizations across various industries in the region are rapidly adopting and investing in emerging technologies, such as big data, analytics, and cloud platforms. For instance, in October 2018, PHH Mortgage, leading sub-servicers of residential mortgages in the U.S. moved its contact center to cloud-based architecture in association with Serenova. In addition, there is a rise in demand for enterprises in the region to increase their productivity by optimizing outbound and inbound operations further, which fuels the contact center software market growth.  However, Asia-Pacific is expected to observe highest growth rate during the forecast period, owing to presence of a broad customer base and considerable number of SMEs in the region.

The report focuses on growth prospects, restraints, and contact center software market analysis. The study provides Porter’s five forces analysis of the contact center software industry to understand impact of various factors such as bargaining power of suppliers, competitive intensity of competitors, threat of new entrants, threat of substitutes, and bargaining power of buyers on the contact center software market trends.

Segment review

The contact center software market is segmented on the basis of component, deployment, enterprise size, solution type, industry vertical, and region. On the basis of component, it is categorized into solution and services. On the basis of deployment type, it is classified into on-premise and cloud. As per the enterprise size, it is classified into large enterprises and small and medium enterprises. Depending on solution type, it is divided into automatic call distribution and call recording. On the basis of industry vertical, it is categorized into IT and telecommunication, BFSI, healthcare, consumer goods & retail, media & entertainment, travel & hospitality, and others. Region wise, it is analyzed across North America, Europe, Asia-Pacific, and LAMEA.

COVID Impact Analysis

The current estimation of 2027 is projected to be higher than pre-COVID-19 estimates. The COVID-19 outbreak has low impact on growth of the contact center software market, as its adoption has increased in the face of unprecedented circumstances. There is surge in need for enterprises to break out of legacy infrastructure to develop a more agile approach to customer engagement. However, success of customer engagement has always been determined by accuracy and speed of request addressal. In addition, ongoing trend of work from home (WFH) during the pandemic fuels contact center software adoption to ensure business continuity and improve productivity. For instance, in April 2020, VOO, a leading Belgium telco moved its 188 agents to remote work in one week and implemented an agile cloud contact center solution. This has led to absenteeism dropped from 62% to 5% as well as daily calls per team rose from 1300 to 1800, a 38% increase in productivity.

Contact Center Software Market
By Component

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Service segment is projected as one of the most lucrative segments.

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Furthermore, companies with on-premises systems are expected to move contact centers to cloud-based software in the post-pandemic. For instance, as per the the NICE inContact survey, 66% contact center decision makers across three global regions whose companies are not using cloud-based contact center software have planned to accelerate their move toward cloud as a result of the pandemic. This factor provides lucrative opportunities for the market growth in post-pandemic.

Top impacting factors    

Growth of the global contact center software market is mainly driven by surge in use of contact center software among organizations to enhance customer experience through multiple channels including voice, video, mobile, web, and social media. In addition, rise in omnichannel communication approach, rapid advancements in field of customer relationship management, and surge in need for personalized services fuel the global contact center software market. However, difficulty while integrating with legacy systems and cost issues in case of on-premise call center software hamper the market growth to some extent. On the other hand, emergence of advanced technologies such as artificial intelligence, predictive analysis, cloud computing, and machine learning are expected to provide lucrative opportunities for the market growth during the forecast period. In addition, surge in use of social media by customers is anticipated to be opportunistic for the market growth during the contact center software market forecast period.

Contact Center Software Market
By Deployment Type

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Cloud deployment type is projected as one of the most lucrative segments.

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Emergence of advanced technologies 

Contact centers across the globe have realized benefits and potential of adopting technologies such as artificial intelligence (AI), predictive analytics, cloud computing, and machine learning. Hence, they have started implementing them into their systems. Adoption of these technologies have provided lucrative opportunities for the vendor in market to provide seamless customer experience. With surge in popularity of these technologies, enterprises have access to insights and information that enable effective business decisions. AI is rapidly being adopted to develop automated messaging and bots; this has enabled a positive impact on the overall operational efficiency of contact centers. On the other hand, big data analytics has enabled enterprises to access both customer as well as employee insights and use this information to address issues related to employee performance or customer experience. 

Surge in usage of contact center software among organizations to enhance customer experience 

Contact centers are rapidly using contact center software to manage client contacts via various mediums such as fax, email, and telephone. Contact center software offer competitive advantages to organizations in different industries to increase productivity through automation of outbound and inbound operations of a contact center. A mounting number of organizations across the globe are shifting their focus toward providing an all-inclusive experience to customers. In addition, in highly competitive environment, customer needs are ever changing; hence, customer experience has become an imperative factor that affects customer retention. This factor significantly drives the market growth. 

Contact Center Software Market
By Region

2027
North America 
Europe
Asia-pacific
Lamea

Asia-Pacific is projected as one of the most significant region.

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Key Benefits For Stakeholders

  • This study includes the contact center software market analysis, trends, and future estimations to determine the imminent investment pockets.
  • The report presents information related to key drivers, restraints, and contact center software market opportunity.
  • The Contact Center Software Market size is quantitatively analyzed from 2019 to 2027 to highlight the financial competency of the industry.
  • Porter’s five forces analysis illustrates the potency of buyers & suppliers in contact center software market.

Key Market Segments

By Component    

  • Software
  • Services

By Deployment Type

  • On-premise
  • Cloud 

By Enterprise Size

  • Large Enterprises 
  • Small and Medium Enterprises 

By Software Type

  • Intelligent Call Routing
  • IVR
  • Workforce Management
  • Reporting and Analytics
  • Security Functions
  • Intelligent Virtual Assistant
  • Others

By Industry Vertical

  • BFSI
  • Healthcare
  • Retail and E-Commerce
  • Government and Education
  • IT and Telecom
  • Travel and hospitality
  • Others

By Region

  • North America
    • U.S.
    • Canada
  • Europe 
    • UK
    • Germany
    • France
    • Spain
    • Italy
    • Rest of Europe
  • Asia-Pacific 
    • China
    • India
    • Japan
    • Australia
    • Rest of Asia-Pacific
  • LAMEA
    • Latin America 
    • Middle East
    • Africa

Key Market Players

  • Alcatel-Lucent Enterprise
  • Avaya, Inc.
  • Cisco Systems, Inc.
  • Huawei Technologies Co., Ltd.
  • Microsoft Corporation
  • Mitel Corporation
  • NEC Corporation
  • Nice Systems Ltd.
  • Oracle Corporation
  • SAP SE
  • Genesys
  • 8*8 Contact Center
 

CHAPTER 1:INTRODUCTION

1.1.REPORT DESCRIPTION
1.2.KEY BENEFITS FOR STAKEHOLDERS
1.3.KEY MARKET SEGMENTS

1.3.1.Key market players

1.4.RESEARCH METHODOLOGY

1.4.1.Secondary research
1.4.2.Primary research
1.4.3.Analyst tools & models

CHAPTER 2:EXECUTIVE SUMMARY

2.1.KEY FINDINGS

2.1.1.Top impacting factors
2.1.2.Top investment pockets

2.2.CXO PERSPECTIVE

CHAPTER 3:MARKET OVERVIEW

3.1.MARKET DEFINITION AND SCOPE
3.2.KEY FORCES SHAPING THE CONTACT CENTER SOFTWARE MARKET
3.3.MARKET DYNAMICS

3.3.1.Drivers

3.3.1.1.Upsurge in usage of contact center software among organizations to enhance customer experience
3.3.1.2.The rise in omnichannel communication approach
3.3.1.3.Rapid advancements in the field of customer relationship management
3.3.1.4.The surge in need for personalized services
3.3.1.5.Growing adoption of cloud-based contact center software during to COVID-19 pandemic

3.3.2.Restraints

3.3.2.1.Difficulty while integrating with legacy systems
3.3.2.2.Cost issues in case of on-premise call center software

3.3.3.Opportunities

3.3.3.1.Emergence of advanced technologies such as artificial intelligence, predictive analysis, cloud computing, and machine learning
3.3.3.2.Surge in the usage of social media by customers

3.4.IMPACT OF GOVERNMENT REGULATIONS ON THE GLOBAL CONTACT CENTER SOFTWARE MARKET
3.5.PATENT ANALYSIS

3.5.1.By region (2000-2020)
3.5.2.By applicant

3.6.CASE STUDIES

3.6.1.Case Study 01
3.6.2.Case Study 02

3.7.COVID-19 IMPACT ANALYSIS ON THE CONTACT CENTER SOFTWARE MARKET

3.7.1.Impact on market size
3.7.2.Consumer trends, preferences, and budget impact
3.7.3.Economic impact
3.7.4.Key player strategies to tackle negative impact
3.7.5.Opportunity window

CHAPTER 4:CONTACT CENTER SOFTWARE MARKET, BY COMPONENT

4.1.OVERVIEW
4.2.SOFTWARE

4.2.1.Key market trends, growth factors, and opportunities
4.2.2.Market size and forecast, by region
4.2.3.Market analysis, by country

4.3.SERVICES

4.3.1.Key market trends, growth factors, and opportunities
4.3.2.Market size and forecast, by region
4.3.3.Market analysis, by country

CHAPTER 5:CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE

5.1.OVERVIEW
5.2.INTELLIGENT CALL ROUTING

5.2.1.Key market trends, growth factors, and opportunities
5.2.2.Market size and forecast, by region
5.2.3.Market analysis, by country

5.3.IVR

5.3.1.Key market trends, growth factors, and opportunities
5.3.2.Market size and forecast, by region
5.3.3.Market analysis, by country

5.4.WORKFORCE MANAGEMENT

5.4.1.Key market trends, growth factors, and opportunities
5.4.2.Market size and forecast, by region
5.4.3.Market analysis, by country

5.5.REPORTING AND ANALYTICS

5.5.1.Key market trends, growth factors, and opportunities
5.5.2.Market size and forecast, by region
5.5.3.Market analysis, by country

5.6.SECURITY FUNCTIONS

5.6.1.Key market trends, growth factors, and opportunities
5.6.2.Market size and forecast, by region
5.6.3.Market analysis, by country

5.7.INTELLIGENT VIRTUAL ASSISTANT

5.7.1.Key market trends, growth factors, and opportunities
5.7.2.Market size and forecast, by region
5.7.3.Market analysis, by country

5.8.OTHERS

5.8.1.Key market trends, growth factors, and opportunities
5.8.2.Market size and forecast, by region
5.8.3.Market analysis, by country

CHAPTER 6:CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE

6.1.OVERVIEW
6.2.ON-PREMISE

6.2.1.Key market trends, growth factors, and opportunities
6.2.2.Market size and forecast, by region
6.2.3.Market analysis, by country

6.3.CLOUD

6.3.1.Key market trends, growth factors, and opportunities
6.3.2.Market size and forecast, by region
6.3.3.Market analysis, by country

CHAPTER 7:CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE

7.1.OVERVIEW
7.2.SMALL AND MEDIUM ENTERPRISES

7.2.1.Key market trends, growth factors, and opportunities
7.2.2.Market size and forecast, by region
7.2.3.Market analysis, by country

7.3.LARGE ENTERPRISE

7.3.1.Key market trends, growth factors, and opportunities
7.3.2.Market size and forecast, by region
7.3.3.Market analysis, by country

CHAPTER 8:CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL

8.1.OVERVIEW
8.2.BFSI

8.2.1.Key market trends, growth factors, and opportunities
8.2.2.Market size and forecast, by region
8.2.3.Market analysis, by country

8.3.HEALTHCARE

8.3.1.Key market trends, growth factors, and opportunities
8.3.2.Market size and forecast, by region
8.3.3.Market analysis, by country

8.4.RETAIL & E-COMMERCE

8.4.1.Key market trends, growth factors, and opportunities
8.4.2.Market size and forecast, by region
8.4.3.Market analysis, by country

8.5.GOVERNMENT AND EDUCATION

8.5.1.Key market trends, growth factors, and opportunities
8.5.2.Market size and forecast, by region
8.5.3.Market analysis, by country

8.6.IT AND TELECOM

8.6.1.Key market trends, growth factors, and opportunities
8.6.2.Market size and forecast, by region
8.6.3.Market analysis, by country

8.7.TRAVEL AND HOSPITALITY

8.7.1.Key market trends, growth factors, and opportunities
8.7.2.Market size and forecast, by region
8.7.3.Market analysis, by country

8.8.OTHERS

8.8.1.Key market trends, growth factors, and opportunities
8.8.2.Market size and forecast, by region
8.8.3.Market analysis, by country

CHAPTER 9:CONTACT CENTER SOFTWARE MARKET, BY REGION

9.1.OVERVIEW
9.2.NORTH AMERICA

9.2.1.Key market trends, growth factors and opportunities
9.2.2.Market size and forecast, by component
9.2.3.Market size and forecast, by software type
9.2.4.Market size and forecast, by deployment Mode
9.2.5.Market size and forecast, by enterprise size
9.2.6.Market size and forecast, by Industry vertical
9.2.7.Market analysis, by country

9.2.7.1.U.S.

9.2.7.1.1.Market size and forecast, by component
9.2.7.1.2.Market size and forecast, by software type
9.2.7.1.3.Market size and forecast, by deployment Mode
9.2.7.1.4.Market size and forecast, by enterprise size
9.2.7.1.6.Market size and forecast, by industry vertical

9.2.7.2.Canada

9.2.7.2.1.Market size and forecast, by component
9.2.7.2.2.Market size and forecast, by software type
9.2.7.2.3.Market size and forecast, by deployment Mode
9.2.7.2.4.Market size and forecast, by enterprise size
9.2.7.2.6.Market size and forecast, by industry vertical

9.3.EUROPE

9.3.1.Key market trends, growth factors and opportunities
9.3.2.Market size and forecast, by component
9.3.3.Market size and forecast, by software type
9.3.4.Market size and forecast, by deployment Mode
9.3.5.Market size and forecast, by enterprise size
9.3.6.Market size and forecast, by Industry vertical
9.3.7.Market analysis, by country

9.3.7.1.Germany

9.3.7.1.1.Market size and forecast, by component
9.3.7.1.2.Market size and forecast, by software type
9.3.7.1.3.Market size and forecast, by deployment Mode
9.3.7.1.4.Market size and forecast, by enterprise size
9.3.7.1.6.Market size and forecast, by industry vertical

9.3.7.2.UK

9.3.7.2.1.Market size and forecast, by component
9.3.7.2.2.Market size and forecast, by software type
9.3.7.2.3.Market size and forecast, by deployment Mode
9.3.7.2.4.Market size and forecast, by enterprise size
9.3.7.2.6.Market size and forecast, by industry vertical

9.3.7.3.France

9.3.7.3.1.Market size and forecast, by component
9.3.7.3.2.Market size and forecast, by software type
9.3.7.3.3.Market size and forecast, by deployment Mode
9.3.7.3.4.Market size and forecast, by enterprise size
9.3.7.3.6.Market size and forecast, by industry vertical

9.3.7.4.Spain

9.3.7.4.1.Market size and forecast, by component
9.3.7.4.2.Market size and forecast, by software type
9.3.7.4.3.Market size and forecast, by deployment Mode
9.3.7.4.4.Market size and forecast, by enterprise size
9.3.7.4.6.Market size and forecast, by industry vertical

9.3.7.5.Italy

9.3.7.5.1.Market size and forecast, by component
9.3.7.5.2.Market size and forecast, by software type
9.3.7.5.3.Market size and forecast, by deployment Mode
9.3.7.5.4.Market size and forecast, by enterprise size
9.3.7.5.6.Market size and forecast, by industry vertical

9.3.7.6.Rest of Europe

9.3.7.6.1.Market size and forecast, by component
9.3.7.6.2.Market size and forecast, by software type
9.3.7.6.3.Market size and forecast, by deployment Mode
9.3.7.6.4.Market size and forecast, by enterprise size
9.3.7.6.6.Market size and forecast, by industry vertical

9.4.ASIA-PACIFIC

9.4.1.Key market trends, growth factors and opportunities
9.4.2.Market size and forecast, by component
9.4.3.Market size and forecast, by software type
9.4.4.Market size and forecast, by deployment Mode
9.4.5.Market size and forecast, by enterprise size
9.4.6.Market size and forecast, by Industry vertical
9.4.7.Market analysis, by country

9.4.7.1.China

9.4.7.1.1.Market size and forecast, by component
9.4.7.1.2.Market size and forecast, by software type
9.4.7.1.3.Market size and forecast, by deployment Mode
9.4.7.1.4.Market size and forecast, by enterprise size
9.4.7.1.6.Market size and forecast, by industry vertical

9.4.7.2.Japan

9.4.7.2.1.Market size and forecast, by component
9.4.7.2.2.Market size and forecast, by software type
9.4.7.2.3.Market size and forecast, by deployment Mode
9.4.7.2.4.Market size and forecast, by enterprise size
9.4.7.2.6.Market size and forecast, by industry vertical

9.4.7.3.India

9.4.7.3.1.Market size and forecast, by component
9.4.7.3.2.Market size and forecast, by software type
9.4.7.3.3.Market size and forecast, by deployment Mode
9.4.7.3.4.Market size and forecast, by enterprise size
9.4.7.3.6.Market size and forecast, by industry vertical

9.4.7.4.Australia

9.4.7.4.1.Market size and forecast, by component
9.4.7.4.2.Market size and forecast, by software type
9.4.7.4.3.Market size and forecast, by deployment Mode
9.4.7.4.4.Market size and forecast, by enterprise size
9.4.7.4.6.Market size and forecast, by industry vertical

9.4.7.5.Rest of Asia-Pacific

9.4.7.5.1.Market size and forecast, by component
9.4.7.5.2.Market size and forecast, by software type
9.4.7.5.3.Market size and forecast, by deployment Mode
9.4.7.5.4.Market size and forecast, by enterprise size
9.4.7.5.6.Market size and forecast, by industry vertical

9.5.LAMEA

9.5.1.Key market trends, growth factors and opportunities
9.5.2.Market size and forecast, by component
9.5.3.Market size and forecast, by software type
9.5.4.Market size and forecast, by deployment Mode
9.5.5.Market size and forecast, by enterprise size
9.5.6.Market size and forecast, by Industry vertical
9.5.8.Market analysis, by country

9.5.8.1.Latin America

9.5.8.1.1.Market size and forecast, by component
9.5.8.1.2.Market size and forecast, by software type
9.5.8.1.3.Market size and forecast, by deployment Mode
9.5.8.1.4.Market size and forecast, by enterprise size
9.5.8.1.6.Market size and forecast, by industry vertical

9.5.8.2.Middle East

9.5.8.2.1.Market size and forecast, by component
9.5.8.2.2.Market size and forecast, by software type
9.5.8.2.3.Market size and forecast, by deployment Mode
9.5.8.2.4.Market size and forecast, by enterprise size
9.5.8.2.6.Market size and forecast, by industry vertical

9.5.8.3.Africa

9.5.8.3.1.Market size and forecast, by component
9.5.8.3.2.Market size and forecast, by software type
9.5.8.3.3.Market size and forecast, by deployment Mode
9.5.8.3.4.Market size and forecast, by enterprise size
9.5.8.3.6.Market size and forecast, by industry vertical

CHAPTER 10:COMPETITIVE LANDSCAPE

10.1.KEY PLAYER POSITIONING ANALYSIS, 2019
10.2.TOP WINNING STRATEGIES
10.3.COMPETITIVE DASHBOARD
10.4.KEY DEVELOPMENTS

10.4.1.New product launches
10.4.2.Product development
10.4.3.Collaboration
10.4.4.Acquisition
10.4.5.Partnership

CHAPTER 11:COMPANY PROFILE

11.1.8*8 CONTACT CENTER

11.1.1.Company overview
11.1.2.Key executive
11.1.3.Company snapshot
11.1.4.Operating business segments
11.1.5.Product portfolio
11.1.6.Business performance
11.1.7.Key Strategic Move(s)s and developments

11.2.ALCATEL-LUCENT ENTERPRISE

11.2.1.Company overview
11.2.2.Key executive
11.2.3.Company snapshot
11.2.4.Operating business segments
11.2.5.Product portfolio
11.2.6.Business performance
11.2.7.Key Strategic Move(s)s and developments

11.3.AVAYA, INC.

11.3.1.Company overview
11.3.2.Key executives
11.3.3.Company snapshot
11.3.4.Operating business segments
11.3.5.Product portfolio
11.3.6.R&D expenditure
11.3.7.Business performance
11.3.8.Key strategic moves and developments

11.4.CISCO SYSTEMS, INC.

11.4.1.Company overview
11.4.2.Key executives
11.4.3.Company snapshot
11.4.4.Operating business segments
11.4.5.Product portfolio
11.4.6.R&D expenditure
11.4.7.Business performance
11.4.8.Key strategic moves and developments

11.5.GENESYS

11.5.1.Company overview
11.5.2.Key executives
11.5.3.Company snapshot
11.5.4.Operating business segments
11.5.5.Product portfolio
11.5.6.R&D expenditure
11.5.7.Business performance
11.5.8.Key strategic moves and developments

11.6.HUAWEI TECHNOLOGIES CO., LTD.

11.6.1.Company overview
11.6.2.Key executives
11.6.3.Company snapshot
11.6.4.Operating business segments
11.6.5.Product portfolio
11.6.6.R&D expenditure
11.6.7.Business performance
11.6.8.Key strategic moves and developments

11.7.MICROSOFT CORPORATION

11.7.1.Company overview
11.7.2.Key executives
11.7.3.Company snapshot
11.7.4.Operating business segments
11.7.5.Product portfolio
11.7.6.R&D expenditure
11.7.7.Business performance
11.7.8.Key strategic moves and developments

11.8.MITEL CORPORATION

11.8.1.Company overview
11.8.2.Key executives
11.8.3.Company snapshot
11.8.4.Product portfolio
11.8.5.R&D expenditure
11.8.6.Business performance
11.8.7.Key strategic moves and developments

11.9.NEC CORPORATION

11.9.1.Company overview
11.9.2.Key executives
11.9.3.Company snapshot
11.9.4.Product portfolio
11.9.5.Business performance
11.9.6.Key strategic moves and developments

11.10.NICE SYSTEMS LTD.

11.10.1.Company overview
11.10.2.Company snapshot
11.10.3.Operating business segments
11.10.4.Product portfolio
11.10.5.R&D expenditure
11.10.6.Business performance
11.10.7.Key strategic moves and developments

11.11.ORACLE CORPORATION

11.11.1.Company overview
11.11.2.Key executives
11.11.3.Company snapshot
11.11.4.Operating business segments
11.11.5.Product portfolio
11.11.6.R&D expenditure
11.11.7.Business performance
11.11.8.Key strategic moves and developments

11.12.SAP SE

11.12.1.Company overview
11.12.2.Key executives
11.12.3.Company snapshot
11.12.4.Product portfolio
11.12.5.R&D expenditure
11.12.6.Business performance
11.12.7.Key strategic moves and developments

LIST OF TABLES

TABLE 01.CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 02.CONTACT CENTER SOFTWARE MARKET FOR SOFTWARE, BY REGION, 2019–2027 ($MILLION)
TABLE 03.CONTACT CENTER SOFTWARE MARKET FOR SERVICES, BY REGION, 2019–2027 ($MILLION)
TABLE 04.CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 05.CONTACT CENTER SOFTWARE MARKET FOR INTELLIGENT CALL ROUTING, 2019–2027 ($MILLION)
TABLE 06.CONTACT CENTER SOFTWARE MARKET FOR IVR, BY REGION, 2019–2027 ($MILLION)
TABLE 07.CONTACT CENTER SOFTWARE MARKET FOR WORKFORCE MANAGEMENT, BY REGION, 2019–2027 ($MILLION)
TABLE 08.CONTACT CENTER SOFTWARE MARKET FOR REPORTING AND ANALYTICS, BY REGION, 2019–2027 ($MILLION)
TABLE 09.CONTACT CENTER SOFTWARE MARKET FOR SECURITY FUNCTIONS, BY REGION, 2019–2027 ($MILLION)
TABLE 10.CONTACT CENTER SOFTWARE MARKET FOR INTELLIGENT VIRTUAL ASSISTANT, BY REGION, 2019–2027 ($MILLION)
TABLE 11.CONTACT CENTER SOFTWARE MARKET FOR OTHERS, BY REGION, 2019–2027 ($MILLION)
TABLE 12.CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 13.CONTACT CENTER SOFTWARE MARKET FOR ON-PREMISE SEGMENT, BY REGION, 2019–2027 ($MILLION)
TABLE 14.CONTACT CENTER SOFTWARE MARKET FOR CLOUD SEGMENT, BY REGION, 2019–2027 ($MILLION)
TABLE 15.CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 16.CONTACT CENTER SOFTWARE MARKET FOR SMALL AND MEDIUM ENTERPRISES, 2019–2027 ($MILLION)
TABLE 17.CONTACT CENTER SOFTWARE MARKET FOR LARGE ENTERPRISE, BY REGION, 2019–2027 ($MILLION)
TABLE 18.CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 19.CONTACT CENTER SOFTWARE MARKET FOR BFSI, BY REGION, 2019–2027 ($MILLION)
TABLE 20.CONTACT CENTER SOFTWARE MARKET FOR HEALTHCARE, BY REGION, 2019–2027 ($MILLION)
TABLE 21.CONTACT CENTER SOFTWARE MARKET FOR RETAIL & E-COMMERCE, BY REGION, 2019–2027 ($MILLION)
TABLE 22.CONTACT CENTER SOFTWARE MARKET FOR GOVERNMENT AND EDUACTION, BY REGION, 2019–2027 ($MILLION)
TABLE 23.CONTACT CENTER SOFTWARE MARKET FOR IT AND TELECOM, BY REGION, 2019–2027 ($MILLION)
TABLE 24.CONTACT CENTER SOFTWARE MARKET FOR TRAVEL AND HOSPITALITY, BY REGION, 2019–2027 ($MILLION)
TABLE 25.CONTACT CENTER SOFTWARE MARKET FOR OTHERS, BY REGION, 2019–2027 ($MILLION)
TABLE 26.CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2027 ($MILLION)
TABLE 27.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 28.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 29.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 30.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 31.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 32.NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2019–2027 ($MILLION)
TABLE 33.U.S. CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 34.U.S. CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 35.U.S. CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 36.U.S. CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 37.U.S. CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 38.CANADA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 39.CANADA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 40.CANADA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 41.CANADA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 42.CANADA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 43.EUROPE CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 44.EUROPE CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 45.EUROPE CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 46.EUROPE CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 47.EUROPE CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 48.EUROPE CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2019–2027 ($MILLION)
TABLE 49.GERMANY CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 50.GERMANY CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 51.GERMANY CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 52.GERMANY CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 53.GERMANY CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 54.UK CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 55.UK CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 56.UK CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 57.UK CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 58.UK CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 59.FRANCE CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 60.FRANCE CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 61.FRANCE CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 62.FRANCE CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 63.FRANCE CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 64.SPAIN CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 65.SPAIN CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 66.SPAIN CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 67.SPAIN CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 68.SPAIN CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 69.ITALY CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 70.ITALY CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 71.ITALY CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 72.ITALY CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 73.ITALY CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 74.REST OF EUROPE CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 75.REST OF EUROPE CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 76.REST OF EUROPE CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 77.REST OF EUROPE CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 78.REST OF EUROPE CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 79.EUROPE CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 80.EUROPE CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 81.EUROPE CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 82.EUROPE CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 83.EUROPE CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 84.ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2019–2027 ($MILLION)
TABLE 85.CHINA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 86.CHINA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 87.CHINA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 88.CHINA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 89.CHINA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 90.JAPAN CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 91.JAPAN CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 92.JAPAN CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 93.JAPAN CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 94.JAPAN CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 95.INDIA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 96.INDIA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 97.INDIA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 98.INDIA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 99.INDIA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 100.AUSTRALIA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 101.AUSTRALIA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 102.AUSTRALIA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 103.AUSTRALIA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 104.AUSTRALIA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 105.REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 106.REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 107.REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 108.REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 109.REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 110.EUROPE CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 111.EUROPE CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 112.EUROPE CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 113.EUROPE CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 114.EUROPE CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 115.LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 116.LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 117.LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 118.LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 119.LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 120.MIDDLE EAST CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 121.MIDDLE EAST CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 122.MIDDLE EAST CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 123.MIDDLE EAST CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 124.MIDDLE EAST CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 125.AFRICA CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 126.AFRICA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
TABLE 127.AFRICA CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
TABLE 128.AFRICA CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
TABLE 129.AFRICA CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
TABLE 130.KEY NEW PRODUCT LAUNCHES (2017-2020)
TABLE 131.PRODUCT DEVELOPMENT (2017-2020)
TABLE 132.COLLABORATION (2017-2020)
TABLE 133.ACQUISITION (2017-2020)
TABLE 134.PARTNERSHIP (2017-2020)
TABLE 135.8*8 CONTACT CENTER: KEY EXECUTIVE
TABLE 136.8*8 CONTACT CENTER: COMPANY SNAPSHOT
TABLE 137.8*8 CONTACT CENTER: OPERATING SEGMENTS
TABLE 138.8*8 CONTACT CENTER: PRODUCT PORTFOLIO
TABLE 139.ALCATEL-LUCENT ENTERPRISE: KEY EXECUTIVE
TABLE 140.ALCATEL-LUCENT ENTERPRISE: COMPANY SNAPSHOT
TABLE 141.ALCATEL-LUCENT ENTERPRISE: OPERATING SEGMENTS
TABLE 142.ALCATEL-LUCENT ENTERPRISE: PRODUCT PORTFOLIO
TABLE 145.AVAYA, INC.: PRODUCT CATEGORIES
TABLE 147.AVAYA, INC.: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 148.CISCO SYSTEMS, INC.: KEY EXECUTIVES
TABLE 149.CISCO SYSTEMS, INC..: COMPANY SNAPSHOT
TABLE 150.CISCO SYSTEMS, INC..: PRODUCT CATEGORIES
TABLE 151.CISCO SYSTEMS, INC.: PRODUCT PORTFOLIO
TABLE 152.DELL TECHNOLOGIES INC.: KEY EXECUTIVES
TABLE 153.GENESYS.: COMPANY SNAPSHOT
TABLE 154.DELL TECHNOLOGIES INC..: PRODUCT CATEGORIES
TABLE 155.GENESYS: PRODUCT PORTFOLIO
TABLE 156.HUAWEI TECHNOLOGIES CO., LTD.: KEY EXECUTIVES
TABLE 157.HUAWEI TECHNOLOGIES CO., LTD.: COMPANY SNAPSHOT
TABLE 158.HUAWEI TECHNOLOGIES CO., LTD.: OPERATING SEGMENTS
TABLE 159.HUAWEI TECHNOLOGIES CO., LTD.: PRODUCT PORTFOLIO
TABLE 160.MICROSOFT CORPORATION : KEY EXECUTIVES
TABLE 161.MICROSOFT CORPORATION : COMPANY SNAPSHOT
TABLE 162.MICROSOFT CORPORATION : OPERATING SEGMENTS
TABLE 163.MICROSOFT CORPORATION : PRODUCT PORTFOLIO
TABLE 164.MITEL CORPORATION: KEY EXECUTIVES
TABLE 165.MITEL CORPORATION: COMPANY SNAPSHOT
TABLE 166.MITEL CORPORATION: PRODUCT PORTFOLIO
TABLE 167.NEC CORPORATION: KEY EXECUTIVES
TABLE 168.NEC CORPORATION: COMPANY SNAPSHOT
TABLE 169.NEC CORPORATION: PRODUCT PORTFOLIO
TABLE 170.NICE SYSTEMS LTD.: KEY EXECUTIVES
TABLE 171.NICE SYSTEMS LTD.: COMPANY SNAPSHOT
TABLE 172.SYMANTEC CORPORATION: OPERATING SEGMENTS
TABLE 173.NICE SYSTEMS LTD.: PRODUCT PORTFOLIO
TABLE 174.ORACLE CORPORATION: KEY EXECUTIVES
TABLE 175.ORACLE CORPORATION: COMPANY SNAPSHOT
TABLE 176.ORACLE CORPORATION: OPERATING SEGMENTS
TABLE 177.ORACLE CORPORATION: PRODUCT PORTFOLIO
TABLE 178.ORACLE CORPORATION: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 179.SAP SE: KEY EXECUTIVES
TABLE 180.SAP SE: COMPANY SNAPSHOT
TABLE 181.SAP SE: PRODUCT PORTFOLIO

LIST OF FIGURES

FIGURE 01.KEY MARKET SEGMENTS
FIGURE 02.CONTACT CENTER SOFTWARE MARKET SNAPSHOT, BY SEGMENT, 2019–2027
FIGURE 03.CONTACT CENTER SOFTWARE MARKET SNAPSHOT, BY COUNTRY, 2019–2027
FIGURE 04.TOP IMPACTING FACTORS
FIGURE 05.TOP INVESTMENT POCKETS
FIGURE 06.MODERATE-TO-MODERATE BARGAINING POWER OF SUPPLIERS
FIGURE 07.MODERATE-TO-HIGH BARGAINING POWER OF BUYERS
FIGURE 08.MODERATE-TO-HIGH THREAT OF SUBSTITUTES
FIGURE 09.MODERATE-TO-HIGH THREAT OF NEW ENTRANTS
FIGURE 10.HIGH COMPETITIVE RIVALRY
FIGURE 11.MARKET DYNAMICS: GLOBAL CONTACT CENTER SOFTWARE MARKET
FIGURE 12.PATENT ANALYSIS, BY REGION
FIGURE 13.PATENT ANALYSIS, BY APPLICANT
FIGURE 14.CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
FIGURE 15.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR SOFTWARE, BY COUNTRY,  2019 & 2027 (%)
FIGURE 16.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR SERVICES, BY COUNTRY, 2019 & 2027 (%)
FIGURE 17.CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE TYPE, 2019–2027 ($MILLION)
FIGURE 18.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR INTELLIGENT CALL ROUTING,  2019 & 2027 (%)
FIGURE 19.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR IVR, 2019 & 2027 (%)
FIGURE 20.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR WORKFORCE MANAGEMENT, 2019 & 2027 (%)
FIGURE 21.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR REPORTING AND ANALYTICS, 2019 & 2027 (%)
FIGURE 22.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR SECURITY FUNCTIONS, 2019 & 2027 (%)
FIGURE 23.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR INTELLIGENT VIRTUAL ASSISTANT, 2019 & 2027 (%)
FIGURE 24.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR OTHERS, 2019 & 2027 (%)
FIGURE 25.CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2027 ($MILLION)
FIGURE 26.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR ON-PREMISE SEGMENT, BY COUNTRY, 2019 & 2027 (%)
FIGURE 27.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR CLOUD SEGMENT, BY COUNTRY, 2019 & 2027 (%)
FIGURE 28.CONTACT CENTER SOFTWARE MARKET, BY ENTERPRISE SIZE, 2019–2027 ($MILLION)
FIGURE 29.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR SMALL AND MEDIUM ENTERPRISES, 2019 & 2027 (%)
FIGURE 30.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR LARGE ENTERPRISE, 2019 & 2027 (%)
FIGURE 31.CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY VERTICAL, 2019–2027 ($MILLION)
FIGURE 32.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR BFSI, BY COUNTRY,  2019 & 2027 (%)
FIGURE 33.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR HEALTHCARE, BY COUNTRY,  2019 & 2027 (%)
FIGURE 34.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR RETAIL & E-COMMERCE, BY COUNTRY, 2019 & 2027 (%)
FIGURE 35.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR GOVERNMENT AND EDUACTION, BY COUNTRY, 2019 & 2027 (%)
FIGURE 36.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR IT AND TELECOM, BY COUNTRY,  2019 & 2027 (%)
FIGURE 37.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR TRAVEL AND HOSPITALITY, BY COUNTRY,  2019 & 2027 (%)
FIGURE 38.COMPARATIVE SHARE ANALYSIS OF CONTACT CENTER SOFTWARE MARKET FOR OTHERS, BY COUNTRY,  2019 & 2027 (%)
FIGURE 39.U.S. CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 40.CANADA CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 41.GERMANY CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 42.UK CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 43.FRANCE CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 44.SPAIN CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 45.ITALY CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 46.REST OF EUROPE CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 47.CHINA CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 48.JAPAN CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 49.INDIA CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 50.AUSTRALIA CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 51.REST OF ASIA-PACIFIC CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 52.LAMEA CONTACT CENTER SOFTWARE MARKET, BY COUNTRY, 2019–2027 ($MILLION)
FIGURE 53.LATIN AMERICA CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 54.MIDDLE EAST CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 55.AFRICA CONTACT CENTER SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 56.KEY PLAYER POSITIONING ANALYSIS: GLOBAL CONTACT CENTER SOFTWARE MARKET
FIGURE 57.TOP WINNING STRATEGIES, BY YEAR, 2017-2020
FIGURE 58.TOP WINNING STRATEGIES, BY DEVELOPMENT, 2017-2020
FIGURE 59.TOP WINNING STRATEGIES, BY COMPANY, 2017-2020
FIGURE 60.COMPETITIVE DASHBOARD
FIGURE 61.COMPETITIVE DASHBOARD
FIGURE 62.COMPETITIVE HEATMAP OF KEY PLAYERS
FIGURE 63.8*8 CONTACT CENTER: REVENUE, 2017–2019 ($MILLION)
FIGURE 64.8*8 CONTACT CENTER: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 65.8*8 CONTACT CENTER: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 66.ALCATEL-LUCENT ENTERPRISE: REVENUE, 2017–2019 ($MILLION)
FIGURE 67.ALCATEL-LUCENT ENTERPRISE: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 68.ALCATEL-LUCENT ENTERPRISE: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 73.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 74.CISCO SYSTEMS, INC..: REVENUE, 2017–2019 ($MILLION)
FIGURE 75.CISCO SYSTEMS, INC.: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 76.CISCO SYSTEMS, INC.: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 77.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 78.GENESYS.: REVENUE, 2017–2019 ($MILLION)
FIGURE 79.GENESYS: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 80.GENESYS: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 81.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 82.HUAWEI TECHNOLOGIES CO., LTD.: REVENUE, 2017–2019 ($MILLION)
FIGURE 83.HUAWEI TECHNOLOGIES CO., LTD.: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 84.HUAWEI TECHNOLOGIES CO., LTD.: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 85.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 86.MICROSOFT CORPORATION : REVENUE, 2017–2019 ($MILLION)
FIGURE 87.MICROSOFT CORPORATION: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 88.MICROSOFT CORPORATION: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 89.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 90.MITEL CORPORATION: REVENUE, 2017–2019 ($MILLION)
FIGURE 91.MITEL CORPORATION: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 92.NEC CORPORATION: REVENUE, 2017–2019 ($MILLION)
FIGURE 93.NEC CORPORATION: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 94.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 95.NICE SYSTEMS LTD.: REVENUE, 2017–2019 ($MILLION)
FIGURE 96.NICE SYSTEMS LTD.: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 97.NICE SYSTEMS LTD.: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 98.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 99.ORACLE CORPORATION: REVENUE, 2017–2019 ($MILLION)
FIGURE 100.ORACLE CORPORATION: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 101.ORACLE CORPORATION: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 102.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 103.SAP SE: REVENUE, 2017–2019 ($MILLION)
FIGURE 104.SAP SE: REVENUE SHARE BY REGION, 2019 (%)

 
 

According to CXOs of leading companies, the contact center software market is going through enormous transformation and growth. In addition, the market is undergoing a paradigm shift in adoption of innovative technologies. As competition across all business sectors has intensified over the years, it has become necessary for companies to maintain consistent and stable relationships with their customers as well as ensure customer loyalty. Contact center software is widely being adopted by numerous organizations across the globe to improve customer satisfaction levels along with their experience over inquiry calls. This software enables customer care executives to make it easier to build a deeper relationship with customers, which leads to long-term value for businesses.

In addition, ongoing trend of building or moving team to cloud is helping companies to solve issues of customer engagement, time-to-market, and turnaround time. For instance, as per recent studies, about 50% of call center firms are expected to move to cloud in 2020. On the other hand, proliferation of social media is the key opportunity for the contact center software market. Incorporation of social media with contact center software is helping to deliver improved efficiency, seamless customer experience, and consistent contact center metrics. 

Moreover, customers collaborate and communicate with organizations via various channels, including mobile, email, voice, text, or social media. Therefore, advent of omnichannel customer experience toward contact center software is anticipated to observe growth over the upcoming years. Omnichannel contact center solutions allow organizations to offer personalized customer interactions, while offering their services and support. Furthermore, emerging technologies and developments across the contact center industry further boosts the contact center software market. It includes proliferation of new and emerging technologies, such as artificial intelligence (AI), advanced self-assist tools, and analytics tools, which may provide lucrative opportunities for the market growth during forecast period.

The contact center software market is competitive and comprises a number of regional and global vendors competing based on factors such as cost of solutions & services, reliability, efficiency of products, and support services. The market is concentrated with major players consuming 40–50% of the share. The degree of concentration is expected to remain the same during the forecast period. Owing to the competition, vendors operating in the market offer advanced contact center solutions to improve marketing strategies of enterprises. On the other hand, growth on investment trend of companies across the contact center industry further boosts the market growth. For instance, in October 2020, Five9, a leading market player, acquired Inference Solutions, an intelligent virtual agent (IVA) company with the purchase price of $172 million. The acquisition strengthened the contact center software portfolio of the Five9. In addition, key players are heavily investing in R&D activities to develop effective contact center software and services offerings, which is opportunistic for the market.
 

 
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