Call Center Software Market 2019 Industry Scope of the Research and Development Plans, Forecast to 2022: Five9, inContact, Desk.com, Nextiva, RingCentral, ChaseData, PhoneBurner, CallTools, Pimsware, Freshworks, Salesforce.

The contact center software empowers organizations to communicate and collaborate effectively through multiple channels, including voice, video, web, and social media. A contact center software helps organizations to automate their inbound and outbound processes. This, in turn, helps boost organizations’ overall productivity. The forecast period considered for this report is 2018 to 2022, and 2017 is the base year for estimating the market size.

Rise in omnichannel communication
Customers communicate and collaborate with organizations via a number of channels, such as email, text, voice, mobile, or social media. Omnichannel contact center solutions enable organizations to offer a personal touch to customer interactions, while offering their support and services. Enterprises need a solution that offers centralized control of service delivery over all the different channels; thereby, enterprises have started using omnichannel platforms that integrate all channels and offer a consistent customer experience.

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The following are the major objectives of the study:-
The main objective of this report is to define, describe, and forecast the global contact center software market based on components (solutions and services), deployment types, organization sizes, verticals, and regions.

Industry Ecosystem
The major solution and service providers in the contact center software market include Five9, inContact, Desk.com, Nextiva, RingCentral, ChaseData, PhoneBurner, CallTools, Pimsware, Freshworks, Salesforce.

Market segment by Type:
On-premise call center software
Hosted call center software
Cloud-based call center software
Browser-based call center software

Market segment by Application:
SMEs
Large Organization
Other

The report provides detailed information regarding the major factors influencing the growth of the market (drivers, restraints, opportunities, and industry-specific challenges).
The report attempts to forecast the market size with respect to 5 main regions, namely, North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America.

The report strategically profiles key players and comprehensively analyzes their core competencies.

This report also tracks and analyzes the competitive developments, such as partnerships, mergers and acquisitions, new product developments, and research and development (R&D) activities in the global market.

The research methodology used to estimate and forecast the contact center software market begins with the collection and analysis of data on the key vendor product offerings and business strategies from secondary sources, such as Information Technology (IT) service providers, technology providers, press releases, investor presentations of companies; and white papers, technology journals, certified publications, and articles from recognized authors, directories, and databases. Moreover, the vendor offerings have been taken into consideration to determine the market segmentation. The bottom-up procedures were employed to arrive at the total market size of the market from the revenue of the key market solution and services providers. Post-arrival at the overall market size, the total market was split into several segments and subsegments, which were then verified through primary research by conducting extensive interviews with the key people, such as Chief Executive Officers (CEOs), Vice Presidents (VPs), directors, and executives.

Evolution of the technology has changed the way enterprises deal with potential customers. Intelligent communication that offers ubiquitous working environment to interact with the customers has become the basic requirement for customer-centric enterprises. The contact center software is a communication and collaboration application that enables users to resolve inbound queries and manage outbound to serve or acquire customers. The implementation of contact center software helps organizations to communicate effectively with customers through different channels and to manage customer queries efficiently. Enhanced business agility, improved business continuity, are driving the growth of cloud-based contact center software market.

Professional services are a major service type in the global market. Professional services include integration and implementation, consulting, and training and support for contact center software. The managed services type is expected to record a higher adoption rate than professional services. Managed services help organizations to focus on their core business functions while delegating contact center operations to professionals. Managed service providers ensure efficient management of contact center processes and simultaneously deliver enhanced customer experience through multiple channels.

Major industry verticals, such as banking, financial services, and insurance (BFSI); consumer goods and retail; healthcare; IT and telecom; and travel and hospitality, are increasingly adopt contact center software and services. The retail and consumer goods industry vertical is expected to grow at the highest rate in the global contact center software market during the forecast period.

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Table of Contents
1 Industry Overview of Call Center Software
2 Global Call Center Software Competition Analysis by Players
3 Company (Top Players) Profiles
3.1 Five9
3.1.1 Company Profile
3.1.2 Main Business/Business Overview
3.1.3 Products, Services and Solutions
3.1.4 Call Center Software Revenue (Value) (2012-2017)
3.1.5 Recent Developments
4 Global Call Center Software Market Size by Type and Application (2012-2017)
5 United States Call Center Software Development Status and Outlook
6 EU Call Center Software Development Status and Outlook
7 Japan Call Center Software Development Status and Outlook
8 China Call Center Software Development Status and Outlook
9 India Call Center Software Development Status and Outlook
10 Southeast Asia Call Center Software Development Status and Outlook
Continue . . .

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