Global Contact Center Solution Market: Industry Analysis and Forecast 2020 -2026: By Deployment, End-use and Region.

Global Contact Center Solution Market is anticipated to reach US$ XX Bn by 2026 from US$ XX Bn in 2019 at a CAGR of 20% during a forecast period.

Global Contact Center Solution Market Overview

The global contact center solution market is projected to benefit from increasing technological developments in the field of customer relationship management, as well as the integration of artificial intelligence and machine learning into corporate operations. The growing need to meet changing consumer needs and the increase in Omni-channel communication have fueled demand for contact center solutions all around the globe. Also, increased usage of advanced voice recognition in many industries, such as BFSI, retail sector, and healthcare, leads to development in the market for contact center solutions. Thus, many companies across the world are focused on implementing software solutions from contact centers. These solutions assist companies to improve operational efficiency, enhance customer service and provide better management reporting tools.

Global Contact Center Solution Market Dynamics

The transition from analog to digital technology has resulted in a massive increase in the amount of data held by organizations. Since a result, it is expected that more than a quarter of the world's population is expected to use wireless devices, as software-based telephony technologies allow contact centers to communicate with consumers via their desktops without the use of a hardware-based telephone system. As a result, the demand for cross-channel communication solutions is expected to rise. Contact center solutions are a cost-effective way to communicate with consumers in real-time. As a result, the need for real-time customer service is increasing, which is expected to drive the contact center solution markets growth during the forecast period. Global Contact Center Solution Market To know about the Research Methodology :- Request Free Sample Report Because of greater consumer awareness and the rising use of smartphones, Internet usage is predicted to climb from moderate to high levels (iOS and Android). Organizations infuse their contact centers with strong software-based telephony technologies, including as ACDs, CTI, dialer APIs, and Voice over Internet Protocol (VoIP) softphones, to manage inbound, outgoing, and blended calls, emails, online queries, and chats. This is also anticipated to result in the widespread use of contact center solutions like automatic call distribution, interactive voice response, and video chat. Contact center call volumes increased by over 800 % from typical levels in the second quarter of 2020, according to Pindrop's 2021 Voice Intelligence and Security Report. In addition, call durations increased by 14% in the fourth quarter of 2020 when compared to pre-COVID-19 levels.

COVID-19 Impact on the Global Contact Center Solution Market

COVID pandemic has a major impact on the market in terms of sales as more than 44% of sales of units are hampered owing to disruption in transport capabilities of the manufacturers due to stringent norms of lockdown and increasing safety concerns. Furthermore, supply chain interruptions, demand destruction, and changes in customer behavior owing to stringent lockdown conditions across the globe have impacted the Global Contact Center, Solution Market. The COVID-19 outbreak is expected to have a positive impact on the contact center solutions market. While contact center executives are focused on making quick decisions to serve their customers effectively during the crisis, many are also working to improve customer service and operations in the long run. The agents are given laptop computers and can access the corporate network through a Virtual Private Network from their residential Wi-Fi. Service providers can obtain more flexibility in managing client operations utilizing a remote workforce with the aid of the cloud. On the other hand, the home-sourcing movement is gaining traction in countries of Asia Pacific during the pandemic.

Global Contact Center Solution Market Segmentation Analysis

By Deployment, as the most conventional strategy for deploying contact center solutions, the on-premises deployment segment held the majority of the global contact center solutions market in 2019. Global Contact Center Solution Market Investments in on-premises phone systems and ACDs, in-house servers, networks, storage, hardware, software licensing, and other infrastructure needs are all part of on-premises installations. It also helps the company's great contact center management, risk management, business processes, and internal policies. Because of platforms for finance, CRM, HR, and SCM, as well as audio, video, and messaging APIs and out-of-the-box contact center solutions, the market for on-premises contact center solutions is growing. By End-use, in 2020, the IT and telecom segment held 27% of the global contact center solutions market. The IT and telecom sector is becoming more competitive than ever as the number of telecom firms' agreements with OTT platform providers such as Netflix, Amazon Prime Video, HBO Now, and Hulu is growing. The solutions greatly assist businesses in spotting possible risks by gathering data from multiple data channels such as phone, social media, email, and online, allowing them to establish stronger client connections. As a result, organizations that have already established themselves in the sector are widely using contact center solutions to enhance the efficiency of their operations.

Global Contact Center Solution Market Regional Analysis

North America accounted for 37% of the global contact center solutions market in 2020. Big data, analytics, and cloud platforms are being significantly invested in by companies in the region, which has enhanced outward and incoming operations while also increasing efficiency. As a result, an increasing number of organizations in North America are turning to contact center solutions to meet rising consumer expectations, handle customer complaints, and enhance feedback from both digital and non-digital channels to create income and reduce losses. The Asia Pacific is predicted to have the highest growth rate during the forecast period. Growing businesses, the use of cloud-based technologies, and business process automation are all factors contributing to the market's growth in the region. Besides, several companies from across the world are interested in investing in the region, which is likely to boost the market growth. Global Contact Center Solution MarketThe objective of the report is to present a comprehensive analysis of the Global Contact Center Solution Market to the stakeholders in the industry. The past and current status of the industry with forecasted market size and trends are presented in the report with the analysis of complicated data in simple language. The report covers all the aspects of the industry with a dedicated study of key players that include market leaders, followers, and new entrants. PORTER, SVOR, PESTEL analysis with the potential impact of micro-economic factors of the market have been presented in the report. External as well as internal factors that are supposed to affect the business positively or negatively have been analyzed, which will give a clear futuristic view of the industry to the decision-makers. The report also helps in understanding Global Contact Center Solution Market dynamics, structure by analyzing the market segments and project the Global Contact Center Solution Market size. Clear representation of competitive analysis of key players by product, price, financial position, product portfolio, growth strategies, and regional presence in the Global Contact Center Solution Market make the report investor’s guide.

Global Contact Center Solution Market Scope: Inquire before buying

Global Contact Center Solution Market

Global Contact Center Solution Market by Region

• North America • Asia pacific • Europe • Middle East and Africa • South America

Global Contact Center Solution Market Key Players

• 8x8, Inc • Alcatel-Lucent International • Avaya, Inc • Cisco Systems, Inc • Five9, Inc • Huawei Technologies Co., Ltd • IBM Corporation • Mitel Networks Corp • NICE Ltd • Oracle Corporation • Salesforce.com, Inc. • SAP SE • West Corporation • Zendesk Inc • ZTE Corporation
1. Preface 1.1. Market Definition and Key Research Objectives 1.2. Research Highlights 2. Assumptions and Research Methodology 2.1. Report Assumptions 2.2. Abbreviations 2.3. Research Methodology 2.3.1. Secondary Research 2.3.1.1. Secondary data 2.3.1.2. Secondary Sources 2.3.2. Primary Research 2.3.2.1. Data from Primary Sources 2.3.2.2. Breakdown of Primary Sources 3. Executive Summary: Global Contact Center Solution Market Size, by Market Value (US$ Bn) 3.1. Global Market Segmentation 3.2. Global Market Segmentation Share Analysis, 2019 3.2.1. Global 3.2.2. By Region (North America, Europe, Asia Pacific, South America, Middle East Africa) 3.3. Geographical Snapshot of the Contact Center Solution Market 3.4. Geographical Snapshot of the Contact Center Solution Market, By Manufacturer share 4. Global Contact Center Solution Market Overview, 2019-2026 4.1. Market Dynamics 4.1.1. Drivers 4.1.1.1. Global 4.1.1.2. By Region (North America, Europe, Asia Pacific, South America, Middle East Africa) 4.1.2. Restraints 4.1.2.1. Global 4.1.2.2. By Region (North America, Europe, Asia Pacific, South America, Middle East Africa) 4.1.3. Opportunities 4.1.3.1. Global 4.1.3.2. By Region (North America, Europe, Asia Pacific, South America, Middle East Africa) 4.1.4. Challenges 4.1.4.1. Global 4.1.4.2. By Region (North America, Europe, Asia Pacific, South America, Middle East Africa) 4.1.5. Industry Trends and Emerging Technologies 4.1.6. Porters Five Forces Analysis 4.1.6.1. Threat of New Entrants 4.1.6.2. Bargaining Power of Buyers/Consumers 4.1.6.3. Bargaining Power of Suppliers 4.1.6.4. Threat of Substitute Products 4.1.6.5. Intensity of Competitive Rivalry 4.1.7. Value Chain Analysis 4.1.8. Technological Roadmap 4.1.9. Regulatory landscape 4.1.10. Impact of the Covid-19 Pandemic on the Global Contact Center Solution Market 5. Supply Side and Demand Side Indicators 6. Global Contact Center Solution Market Analysis and Forecast, 2019-2026 6.1. Global Contact Center Solution Market Size & Y-o-Y Growth Analysis. 7. Global Contact Center Solution Market Analysis and Forecasts, 2019-2026 7.1. Market Size (Value) Estimates & Forecast By Deployment, 2019-2026 7.1.1. On-premises 7.1.2. Cloud 7.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 7.2.1. Banking, Financial Services and Insurance (BFSI) 7.2.2. Consumer Goods & Retail 7.2.3. Government 7.2.4. Healthcare 7.2.5. IT & Telecom 7.2.6. Travel & Hospitality 8. Global Contact Center Solution Market Analysis and Forecasts, By Region 8.1. Market Size (Value) Estimates & Forecast By Region, 2019-2026 8.1.1. North America 8.1.2. Europe 8.1.3. Asia-Pacific 8.1.4. Middle East & Africa 8.1.5. South America 9. North America Contact Center Solution Market Analysis and Forecasts, 2019-2026 9.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 9.1.1. On-premises 9.1.2. Cloud 9.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 9.2.1. Banking, Financial Services and Insurance (BFSI) 9.2.2. Consumer Goods & Retail 9.2.3. Government 9.2.4. Healthcare 9.2.5. IT & Telecom 9.2.6. Travel & Hospitality 10. North America Contact Center Solution Market Analysis and Forecasts, By Country 10.1. Market Size (Value) Estimates & Forecast By Country, 2019-2026 10.1.1. US 10.1.2. Canada 10.1.3. Mexico 11. U.S. Contact Center Solution Market Analysis and Forecasts, 2019-2026 11.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 11.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 12. Canada Contact Center Solution Market Analysis and Forecasts, 2019-2026 12.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 12.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 13. Mexico Contact Center Solution Market Analysis and Forecasts, 2019-2026 13.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 13.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 14. Europe Contact Center Solution Market Analysis and Forecasts, 2019-2026 14.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 14.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 15. Europe Contact Center Solution Market Analysis and Forecasts, By Country 15.1. Market Size (Value) Estimates & Forecast By Country, 2019-2026 15.1.1. U.K 15.1.2. France 15.1.3. Germany 15.1.4. Italy 15.1.5. Spain 15.1.6. Sweden 15.1.7. CIS Countries 15.1.8. Rest of Europe 16. U.K. Contact Center Solution Market Analysis and Forecasts, 2019-2026 16.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 16.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 17. France Contact Center Solution Market Analysis and Forecasts, 2019-2026 17.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 17.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 18. Germany Contact Center Solution Market Analysis and Forecasts, 2019-2026 18.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 18.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 19. Italy Contact Center Solution Market Analysis and Forecasts, 2019-2026 19.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 19.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 20. Spain Contact Center Solution Market Analysis and Forecasts, 2019-2026 20.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 20.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 21. Sweden Contact Center Solution Market Analysis and Forecasts, 2019-2026 21.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 21.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 22. CIS Countries Contact Center Solution Market Analysis and Forecasts, 2019-2026 22.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 22.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 23. Rest of Europe Contact Center Solution Market Analysis and Forecasts, 2019-2026 23.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 23.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 24. Asia Pacific Contact Center Solution Market Analysis and Forecasts, 2019-2026 24.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 24.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 25. Asia Pacific Contact Center Solution Market Analysis and Forecasts, by Country 25.1. Market Size (Value) Estimates & Forecast By Country, 2019-2026 25.1.1. China 25.1.2. India 25.1.3. Japan 25.1.4. South Korea 25.1.5. Australia 25.1.6. ASEAN 25.1.7. Rest of Asia Pacific 26. China Contact Center Solution Market Analysis and Forecasts, 2019-2026 26.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 26.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 27. India Contact Center Solution Market Analysis and Forecasts, 2019-2026 27.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 27.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 28. Japan Contact Center Solution Market Analysis and Forecasts, 2019-2026 28.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 28.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 29. South Korea Contact Center Solution Market Analysis and Forecasts, 2019-2026 29.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 29.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 30. Australia Contact Center Solution Market Analysis and Forecasts, 2019-2026 30.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 30.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 31. ASEAN Contact Center Solution Market Analysis and Forecasts, 2019-2026 31.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 31.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 32. Rest of Asia Pacific Contact Center Solution Market Analysis and Forecasts, 2019-2026 32.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 32.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 33. Middle East Africa Contact Center Solution Market Analysis and Forecasts, 2019-2026 33.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 33.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 34. Middle East Africa Contact Center Solution Market Analysis and Forecasts, by Country 34.1. Market Size (Value) Estimates & Forecast by Country, 2019-2026 34.1.1. South Africa 34.1.2. GCC Countries 34.1.3. Egypt 34.1.4. Nigeria 34.1.5. Rest of ME&A 35. South Africa Contact Center Solution Market Analysis and Forecasts, 2019-2026 35.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 35.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 36. GCC Countries Contact Center Solution Market Analysis and Forecasts, 2019-2026 36.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 36.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 37. Egypt Contact Center Solution Market Analysis and Forecasts, 2019-2026 37.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 37.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 38. Nigeria Contact Center Solution Market Analysis and Forecasts, 2019-2026 38.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 38.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 39. Rest of ME&A Contact Center Solution Market Analysis and Forecasts, 2019-2026 39.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 39.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 40. South America Contact Center Solution Market Analysis and Forecasts, 2019-2026 40.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 40.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 41. South America Contact Center Solution Market Analysis and Forecasts, by Country 41.1. Market Size (Value) Estimates & Forecast by Country, 2019-2026 41.1.1. Brazil 41.1.2. Argentina 41.1.3. Rest of South America 42. Brazil Contact Center Solution Market Analysis and Forecasts, 2019-2026 42.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 42.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 43. Argentina Contact Center Solution Market Analysis and Forecasts, 2019-2026 43.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 43.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 44. Rest of South America Contact Center Solution Market Analysis and Forecasts, 2019-2026 44.1. Market Size (Value) Estimates & Forecast By Deployment , 2019-2026 44.2. Market Size (Value) Estimates & Forecast By End-use, 2019-2026 45. Competitive Landscape 45.1. Geographic Footprint of Major Players in the Global Contact Center Solution Market 45.2. Competition Matrix 45.2.1. Competitive Benchmarking of key players by price, presence, market share, Applications and R&D investment 45.2.2. New Product Launches and Product Enhancements 45.2.3. Market Consolidation 45.2.3.1. M&A by Regions, Investment and Applications 45.2.3.2. M&A Key Players, Forward Integration and Backward Integration 45.3. Company Profile : Key Players 45.3.1. NICE Ltd 45.3.1.1. Company Overview 45.3.1.2. Financial Overview 45.3.1.3. Geographic Footprint 45.3.1.4. Product Portfolio 45.3.1.5. Business Strategy 45.3.1.6. Recent Developments 45.4. 8x8, Inc 45.5. Alcatel-Lucent International 45.6. Avaya, Inc 45.7. Cisco Systems, Inc 45.8. Five9, Inc 45.9. Huawei Technologies Co., Ltd 45.10. IBM Corporation 45.11. Mitel Networks Corp 45.12. NICE Ltd 45.13. Oracle Corporation 45.14. Salesforce.com, Inc. 45.15. SAP SE 45.16. West Corporation 45.17. Zendesk Inc 45.18. ZTE Corporation 46.Primary Key Insights

About This Report

Report ID111994
Category Information Technology & Telecommunication
Published DateJul 2021
Updated Date
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