Press release
Contact Center Software Market by Top Players – Huawei Technologies Co. Ltd., Alcatel-Lucent Enterprise, Nice Systems Ltd., Avaya Inc., SAP SE, Cisco Systems Inc., Mitel Corporation, Enghouse Interactive Inc., Genesys, Five9 Inc.
Contact Center Software
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Industry Outlook
The software for call center is the item that causes the user handle the discussions on business telephone. The telephone groups can utilize the preferred software of call center to handle incoming calls, load automated scripts, track the key metrics of the call center, perform management of workforce, and make outgoing calls for your telephone group. The agents of call center are the telephone colleagues who utilize this software to connect with clients or prospects. Telephone remains an indispensable piece of the channels related to business communication. But, there are also others channels too, for example, social media channels, live chat, emails and so forth which can be outfit contingent upon the business goals. Therefore, the Contact Center Software Market is anticipated to expand and has tremendous scope during the forecast period. The global Contact Center Software Market anticipated to flourish in the future by growing at a significantly higher CAGR.
Market Segmentation
Based on Service the market is segmented into Managed Services, Integration & Deployment, Training & Consulting and Support & Maintenance. The Integration & Deployment section is leading the market due to increasing utilization of new systems for the contact centers also the integration of these systems.
Based on Solution the market is segmented into Workforce Optimization, Automatic Call Distribution (ACD), Reporting & Analytics, Call Recording, Interactive Voice Responses (IVR), Computer Telephony Integration (CTI), Dialer, Customer Collaboration and Other Solutions. The Interactive Voice Responses (IVR) section is leading the market due to rising demand as the response to queries in quicker in this solution, more helpfulness of these solutions for the customers to solve their problems on their own, etc.
Based on Deployment the market is segmented into On-premise and Hosted. The Hosted section is leading the market owing to rising demand & adoption of these techniques as any problem can be any location by the authorized personals.
Based on Enterprise the market is segmented into Small & Medium Enterprise and Large Enterprise. The Small & Medium Enterprise section is leading the market owing to rising adoption of the solutions for customer care by various organizations.
Based on End User the market is segmented into Traveling & Hospitality, BFSI, IT & Telecom, Consumer Goods & Retail, Healthcare, Government and Other End Users. The demand for these services is increasing from all the end user sectors owing to increasing number of queries, feedbacks, complaints & inquiries by the customers.
Top Manufacturers: Huawei Technologies Co. Ltd., Alcatel-Lucent Enterprise, Nice Systems Ltd., Avaya Inc., SAP SE, Cisco Systems Inc., Mitel Corporation, Enghouse Interactive Inc., Genesys, Five9 Inc.
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Table of Contents:
1. Introduction
1.1. Report Description
2. Executive Summary
2.1. Key Highlights
3. Market Overview
3.1. Introduction
3.1.1. Market Definition
3.1.2. Market Segmentation
3.2. Market Dynamics
3.2.1. Drivers
3.2.2. Restraints
3.2.3. Opportunities
3.3. SWOT Analysis
4. Market Analysis by Regions
4.1. North America (United States, Canada and Mexico)
4.1.1. United States Market Status and Outlook (2014-2025)
4.1.2. Canada Market Status and Outlook (2014-2025)
4.1.3. Mexico Market Status and Outlook (2014-2025)
4.2. Europe (Germany, France, UK, Russia, Italy and Rest of Europe)
4.2.1. Germany Market Status and Outlook (2014-2025)
4.2.2. France Market Status and Outlook (2014-2025)
4.2.3. UK Market Status and Outlook (2014-2025)
4.2.4. Russia Market Status and Outlook (2014-2025)
4.2.5. Italy Market Status and Outlook (2014-2025)
4.2.6. Rest of Europe Market Status and Outlook (2014-2025)
4.3. Asia-Pacific (China, Japan, Korea, India, Southeast Asia and Rest of Asia-Pacific)
4.3.1. China Market Status and Outlook (2014-2025)
4.3.2. Japan Market Status and Outlook (2014-2025)
4.3.3. Korea Market Status and Outlook (2014-2025)
4.3.4. India Market Status and Outlook (2014-2025)
4.3.5. Southeast Asia Market Status and Outlook (2014-2025)
4.3.6. Rest of Asia-Pacific Market Status and Outlook (2014-2025)
4.4. South America (Brazil, Argentina, Columbia and Rest of South America)
4.4.1. Brazil Market Status and Outlook (2014-2025)
4.4.2. Argentina Market Status and Outlook (2014-2025)
4.4.3. Columbia Market Status and Outlook (2014-2025)
4.4.4. Rest of South America Market Status and Outlook (2014-2025)
4.5. Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria, South Africa and Rest of MEA)
4.5.1. Saudi Arabia Market Status and Outlook (2014-2025)
4.5.2. United Arab Emirates Market Status and Outlook (2014-2025)
4.5.3. Egypt Market Status and Outlook (2014-2025)
4.5.4. Nigeria Market Status and Outlook (2014-2025)
4.5.5. South Africa Market Status and Outlook (2014-2025)
4.5.6. Turkey Market Status and Outlook (2014-2025)
4.5.7. Rest of Middle East and Africa Market Status and Outlook (2014-2025)
5. Contact Center Software Market, By Service
5.1. Introduction
5.2. Global Contact Center Software Revenue and Market Share by Service (2014-2018)
5.2.1. Global Contact Center Software Revenue and Revenue Share by Service (2014-2018)
5.3. Managed Services
5.3.1. Global Managed Services Revenue and Growth Rate (2014-2018)
5.4. Integration & Deployment
5.4.1. Global Integration & Deployment Revenue and Growth Rate (2014-2018)
5.5. Training & Consulting
5.5.1. Global Training & Consulting Revenue and Growth Rate (2014-2018)
5.6. Support & Maintenance
5.6.1. Global Support & Maintenance Revenue and Growth Rate (2014-2018)
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