2020-2025 Global Contact Center Software Market Report - Production and Consumption Professional Analysis (Impact of COVID-19)

Published on 04/06/2021| Code: MAR41115D| Category: Information Technology| Total Pages: 211

Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents.

This report elaborates the market size, market characteristics, and market growth of the Contact Center Software industry, and breaks down according to the type, application, and consumption area of Contact Center Software. The report also conducted a PESTEL analysis of the industry to study the main influencing factors and entry barriers of the industry.

In Chapter 3.4 of the report, the impact of the COVID-19 outbreak on the industry was fully assessed. Fully risk assessment and industry recommendations were made for Contact Center Software in a special period. This chapter also compares the markets of Pre COVID-19 and Post COVID-19.

In addition, chapters 8-12 consider the impact of COVID-19 on the regional economy.

Key players in the global Contact Center Software market covered in Chapter 13:

Huawei
NEC
Enghouse Interactive
Cisco Systems
Genesys
Five9, Inc.
3CLogic
Aspect Software
8x8
SAP SE
Alcatel Lucent Enterprise
Unify, Inc
BT
Mitel Corporation
IBM
Ameyo
Avaya, Inc
Alcatel-Lucent Enterprise
Fenero
ZTE

In Chapter 6, on the basis of types, the Contact Center Software market from 2015 to 2025 is primarily split into:

Automatic Call Distribution (ACD)
Call Recording
Computer Telephony Integration (CTI)
Customer Collaboration
Dialer
Interactive Voice Responses (IVR)
Reporting & Analytics
Workforce Optimization
Others

In Chapter 7, on the basis of applications, the Contact Center Software market from 2015 to 2025 covers:

BFSI
Consumer Goods & Retail
Government
Healthcare
IT & Telecom
Traveling & Hospitality
Others

Geographically, the detailed analysis of production, trade of the following countries is covered in Chapter 4.2, 5:

United States

Europe

China

Japan

India

Geographically, the detailed analysis of consumption, revenue, market share and growth rate of the following regions are covered in Chapter 8, 9, 10, 11, 12:

North America (Covered in Chapter 8)

United States

Canada

Mexico

Europe (Covered in Chapter 9)

Germany

France

Italy

Spain

Others

Asia-Pacific (Covered in Chapter 10)

China

Japan

India

South Korea

Southeast Asia

Others

Middle East and Africa (Covered in Chapter 11)

Saudi Arabia

UAE

South Africa

Others

South America (Covered in Chapter 12)

Brazil

Others

Years considered for this report:

Historical Years: 2015-2019

Base Year: 2019

Estimated Year: 2020

Forecast Period: 2020-2025

Table of Content

1 Contact Center Software Market - Research Scope

1.1 Study Goals

1.2 Market Definition and Scope

1.3 Key Market Segments

1.4 Study and Forecasting Years

2 Contact Center Software Market - Research Methodology

2.1 Methodology

2.2 Research Data Source

2.2.1 Secondary Data

2.2.2 Primary Data

2.2.3 Market Size Estimation

2.2.4 Legal Disclaimer

3 Contact Center Software Market Forces

3.1 Global Contact Center Software Market Size

3.2 Top Impacting Factors (PESTEL Analysis)

3.2.1 Political Factors

3.2.2 Economic Factors

3.2.3 Social Factors

3.2.4 Technological Factors

3.2.5 Environmental Factors

3.2.6 Legal Factors

3.3 Industry Trend Analysis

3.4 Industry Trends Under COVID-19

3.4.1 Risk Assessment on COVID-19

3.4.2 Assessment of the Overall Impact of COVID-19 on the Industry

3.4.3 Pre COVID-19 and Post COVID-19 Market Scenario

3.5 Industry Risk Assessment

4 Contact Center Software Market - By Geography

4.1 Global Contact Center Software Market Value and Market Share by Regions

4.1.1 Global Contact Center Software Value ($) by Region (2015-2020)

4.1.2 Global Contact Center Software Value Market Share by Regions (2015-2020)

4.2 Global Contact Center Software Market Production and Market Share by Major Countries

4.2.1 Global Contact Center Software Production by Major Countries (2015-2020)

4.2.2 Global Contact Center Software Production Market Share by Major Countries (2015-2020)

4.3 Global Contact Center Software Market Consumption and Market Share by Regions

4.3.1 Global Contact Center Software Consumption by Regions (2015-2020)

4.3.2 Global Contact Center Software Consumption Market Share by Regions (2015-2020)

5 Contact Center Software Market - By Trade Statistics

5.1 Global Contact Center Software Export and Import

5.2 United States Contact Center Software Export and Import (2015-2020)

5.3 Europe Contact Center Software Export and Import (2015-2020)

5.4 China Contact Center Software Export and Import (2015-2020)

5.5 Japan Contact Center Software Export and Import (2015-2020)

5.6 India Contact Center Software Export and Import (2015-2020)

5.7 ...

6 Contact Center Software Market - By Type

6.1 Global Contact Center Software Production and Market Share by Types (2015-2020)

6.1.1 Global Contact Center Software Production by Types (2015-2020)

6.1.2 Global Contact Center Software Production Market Share by Types (2015-2020)

6.2 Global Contact Center Software Value and Market Share by Types (2015-2020)

6.2.1 Global Contact Center Software Value by Types (2015-2020)

6.2.2 Global Contact Center Software Value Market Share by Types (2015-2020)

6.3 Global Contact Center Software Production, Price and Growth Rate of Automatic Call Distribution (ACD) (2015-2020)
6.4 Global Contact Center Software Production, Price and Growth Rate of Call Recording (2015-2020)
6.5 Global Contact Center Software Production, Price and Growth Rate of Computer Telephony Integration (CTI) (2015-2020)
6.6 Global Contact Center Software Production, Price and Growth Rate of Customer Collaboration (2015-2020)
6.7 Global Contact Center Software Production, Price and Growth Rate of Dialer (2015-2020)
6.8 Global Contact Center Software Production, Price and Growth Rate of Interactive Voice Responses (IVR) (2015-2020)
6.9 Global Contact Center Software Production, Price and Growth Rate of Reporting & Analytics (2015-2020)
6.10 Global Contact Center Software Production, Price and Growth Rate of Workforce Optimization (2015-2020)
6.11 Global Contact Center Software Production, Price and Growth Rate of Others (2015-2020)

7 Contact Center Software Market - By Application

7.1 Global Contact Center Software Consumption and Market Share by Applications (2015-2020)

7.1.1 Global Contact Center Software Consumption by Applications (2015-2020)

7.1.2 Global Contact Center Software Consumption Market Share by Applications (2015-2020)

7.2 Global Contact Center Software Consumption and Growth Rate of BFSI (2015-2020)
7.3 Global Contact Center Software Consumption and Growth Rate of Consumer Goods & Retail (2015-2020)
7.4 Global Contact Center Software Consumption and Growth Rate of Government (2015-2020)
7.5 Global Contact Center Software Consumption and Growth Rate of Healthcare (2015-2020)
7.6 Global Contact Center Software Consumption and Growth Rate of IT & Telecom (2015-2020)
7.7 Global Contact Center Software Consumption and Growth Rate of Traveling & Hospitality (2015-2020)
7.8 Global Contact Center Software Consumption and Growth Rate of Others (2015-2020)

8 North America Contact Center Software Market

8.1 North America Contact Center Software Market Size

8.2 United States Contact Center Software Market Size

8.3 Canada Contact Center Software Market Size

8.4 Mexico Contact Center Software Market Size

8.5 The Influence of COVID-19 on North America Market

9 Europe Contact Center Software Market Analysis

9.1 Europe Contact Center Software Market Size

9.2 Germany Contact Center Software Market Size

9.3 United Kingdom Contact Center Software Market Size

9.4 France Contact Center Software Market Size

9.5 Italy Contact Center Software Market Size

9.6 Spain Contact Center Software Market Size

9.7 The Influence of COVID-19 on Europe Market

10 Asia-Pacific Contact Center Software Market Analysis

10.1 Asia-Pacific Contact Center Software Market Size

10.2 China Contact Center Software Market Size

10.3 Japan Contact Center Software Market Size

10.4 South Korea Contact Center Software Market Size

10.5 Southeast Asia Contact Center Software Market Size

10.6 India Contact Center Software Market Size

10.7 The Influence of COVID-19 on Asia Pacific Market

11 Middle East and Africa Contact Center Software Market Analysis

11.1 Middle East and Africa Contact Center Software Market Size

11.2 Saudi Arabia Contact Center Software Market Size

11.3 UAE Contact Center Software Market Size

11.4 South Africa Contact Center Software Market Size

11.5 The Influence of COVID-19 on Middle East and Africa Market

12 South America Contact Center Software Market Analysis

12.1 South America Contact Center Software Market Size

12.2 Brazil Contact Center Software Market Size

12.3 The Influence of COVID-19 on South America Market

13 Company Profiles

13.1 Huawei
13.1.1 Huawei Basic Information
13.1.2 Huawei Product Profiles, Application and Specification
13.1.3 Huawei Contact Center Software Market Performance (2015-2020)
13.2 NEC
13.2.1 NEC Basic Information
13.2.2 NEC Product Profiles, Application and Specification
13.2.3 NEC Contact Center Software Market Performance (2015-2020)
13.3 Enghouse Interactive
13.3.1 Enghouse Interactive Basic Information
13.3.2 Enghouse Interactive Product Profiles, Application and Specification
13.3.3 Enghouse Interactive Contact Center Software Market Performance (2015-2020)
13.4 Cisco Systems
13.4.1 Cisco Systems Basic Information
13.4.2 Cisco Systems Product Profiles, Application and Specification
13.4.3 Cisco Systems Contact Center Software Market Performance (2015-2020)
13.5 Genesys
13.5.1 Genesys Basic Information
13.5.2 Genesys Product Profiles, Application and Specification
13.5.3 Genesys Contact Center Software Market Performance (2015-2020)
13.6 Five9, Inc.
13.6.1 Five9, Inc. Basic Information
13.6.2 Five9, Inc. Product Profiles, Application and Specification
13.6.3 Five9, Inc. Contact Center Software Market Performance (2015-2020)
13.7 3CLogic
13.7.1 3CLogic Basic Information
13.7.2 3CLogic Product Profiles, Application and Specification
13.7.3 3CLogic Contact Center Software Market Performance (2015-2020)
13.8 Aspect Software
13.8.1 Aspect Software Basic Information
13.8.2 Aspect Software Product Profiles, Application and Specification
13.8.3 Aspect Software Contact Center Software Market Performance (2015-2020)
13.9 8x8
13.9.1 8x8 Basic Information
13.9.2 8x8 Product Profiles, Application and Specification
13.9.3 8x8 Contact Center Software Market Performance (2015-2020)
13.10 SAP SE
13.10.1 SAP SE Basic Information
13.10.2 SAP SE Product Profiles, Application and Specification
13.10.3 SAP SE Contact Center Software Market Performance (2015-2020)
13.11 Alcatel Lucent Enterprise
13.11.1 Alcatel Lucent Enterprise Basic Information
13.11.2 Alcatel Lucent Enterprise Product Profiles, Application and Specification
13.11.3 Alcatel Lucent Enterprise Contact Center Software Market Performance (2015-2020)
13.12 Unify, Inc
13.12.1 Unify, Inc Basic Information
13.12.2 Unify, Inc Product Profiles, Application and Specification
13.12.3 Unify, Inc Contact Center Software Market Performance (2015-2020)
13.13 BT
13.13.1 BT Basic Information
13.13.2 BT Product Profiles, Application and Specification
13.13.3 BT Contact Center Software Market Performance (2015-2020)
13.14 Mitel Corporation
13.14.1 Mitel Corporation Basic Information
13.14.2 Mitel Corporation Product Profiles, Application and Specification
13.14.3 Mitel Corporation Contact Center Software Market Performance (2015-2020)
13.15 IBM
13.15.1 IBM Basic Information
13.15.2 IBM Product Profiles, Application and Specification
13.15.3 IBM Contact Center Software Market Performance (2015-2020)
13.16 Ameyo
13.16.1 Ameyo Basic Information
13.16.2 Ameyo Product Profiles, Application and Specification
13.16.3 Ameyo Contact Center Software Market Performance (2015-2020)
13.17 Avaya, Inc
13.17.1 Avaya, Inc Basic Information
13.17.2 Avaya, Inc Product Profiles, Application and Specification
13.17.3 Avaya, Inc Contact Center Software Market Performance (2015-2020)
13.18 Alcatel-Lucent Enterprise
13.18.1 Alcatel-Lucent Enterprise Basic Information
13.18.2 Alcatel-Lucent Enterprise Product Profiles, Application and Specification
13.18.3 Alcatel-Lucent Enterprise Contact Center Software Market Performance (2015-2020)
13.19 Fenero
13.19.1 Fenero Basic Information
13.19.2 Fenero Product Profiles, Application and Specification
13.19.3 Fenero Contact Center Software Market Performance (2015-2020)
13.20 ZTE
13.20.1 ZTE Basic Information
13.20.2 ZTE Product Profiles, Application and Specification
13.20.3 ZTE Contact Center Software Market Performance (2015-2020)