Contact center market size to increase by USD 161.73 billion | The rising adoption of cloud-based contact centers drives market growth- Technavio

NEW YORK, Oct. 24, 2023 /PRNewswire/ — The Contact Center Market by Type, Deployment, and Geography – Forecast and Analysis 2023-2027 report has been published by Technavio. Market growth is estimated to accelerate at a CAGR of 9.33% and register an incremental growth of USD 161.73 billion during the forecast period. The market is driven by factors such as the rising adoption of cloud-based contact centers, the necessity to improve CRM for effective revenue generation, and the integration of interactive voice response (IVR) into contact centers. However, the inability to achieve an ASA is hindering the market growth. The report provides a comprehensive analysis of growth opportunities at regional levels, new product launches, the latest trends, and the post-pandemic recovery of the global market. Download a PDF Sample Report

Regional analysis

By region, the global contact center market is segmented into North America, APAC, Europe, South America, and the Middle East and Africa. North America will account for 34% of the market’s growth during the forecast period. The growing adoption of contact center analytics, including multichannel customer interaction analytics, speech analytics, and contact center performance analytics applications in North America is driving the growth of the regional market.

Company profiles

The contact center market report includes information on the key products and recent developments of leading vendors, including:

Avaya Holdings Corp: The company offers contact center services for data retrieval, real-time reporting, and an empowered workforce.Cisco Systems Inc: The company offers contact center services such as Webex for cloud migration and a unified open platform.Enghouse Systems Ltd: The company offers a contact center for services, enterprises, and SMBs.Five9 Inc: The company offers contact center solutions such as unified communications, agent desktops, and agent assist.Genesys Telecommunications Laboratories Inc: The company offers contact center services such as inbound, outbound, and voice services.Mitel Networks Corp.NEC Corp.NICE Ltd.SAP SEVocalcom GroupVonage Holdings Corp.Zendesk Inc.ZTE Corp.To gain access to more vendor profiles available with Technavio, buy the report!

Competitive analysis

The competitive scenario categorizes companies based on various performance indicators. Some of the factors considered include the financial performance of companies over the past few years, growth strategies, product innovations, new product launches, investments, and growth in market share, among others. Request a Sample

Market segmentation

By type, the market is segmented into voice-based, text-based, and social media-based. The voice-based segment accounted for the largest share of the market.By geography, the market is segmented into North America, APAC, Europe, South America, and Middle East and Africa. North America held the largest share of the market.

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What are the key data covered in this contact center market report?

CAGR of the market during the forecast periodDetailed information on factors that will drive the growth of the contact center market between 2023 and 2027Precise estimation of the size of the contact center market and its contribution to the parent marketAccurate predictions about upcoming trends and changes in consumer behaviorGrowth of the contact center market across North America, APAC, Europe, South America, and Middle East and Africa        A thorough analysis of the market’s competitive landscape and detailed information about vendorsComprehensive analysis of factors that will challenge the growth of contact center market vendors

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Table of Contents

1 Executive Summary

1.1 Market overview Exhibit 01: Executive Summary – Chart on Market OverviewExhibit 02: Executive Summary – Data Table on Market OverviewExhibit 03: Executive Summary – Chart on Global Market CharacteristicsExhibit 04: Executive Summary – Chart on Market by GeographyExhibit 05: Executive Summary – Chart on Market Segmentation by TypeExhibit 06: Executive Summary – Chart on Market Segmentation by DeploymentExhibit 07: Executive Summary – Chart on Incremental GrowthExhibit 08: Executive Summary – Data Table on Incremental GrowthExhibit 09: Executive Summary – Chart on Vendor Market Positioning

2 Market Landscape

2.1 Market ecosystem Exhibit 10: Parent marketExhibit 11: Market Characteristics

3 Market Sizing

3.1 Market definition Exhibit 12: Offerings of vendors included in the market definition3.2 Market segment analysis Exhibit 13: Market segments3.3 Market size 20223.4 Market outlook: Forecast for 2022-2027 Exhibit 14: Chart on Global – Market size and forecast 2022-2027 (USD billion)Exhibit 15: Data Table on Global – Market size and forecast 2022-2027 (USD billion)Exhibit 16: Chart on Global Market: Year-over-year growth 2022-2027 (%)Exhibit 17: Data Table on Global Market: Year-over-year growth 2022-2027 (%)

4 Historic Market Size

4.1 Global contact center market 2017 – 2021Exhibit 18: Historic Market Size – Data Table on Global contact center market 2017 – 2021 (USD billion)4.2 Type Segment Analysis 2017 – 2021 Exhibit 19: Historic Market Size – Type Segment 2017 – 2021 (USD billion)4.3 Deployment Segment Analysis 2017 – 2021Exhibit 20: Historic Market Size – Deployment Segment 2017 – 2021 (USD billion)4.4 Geography Segment Analysis 2017 – 2021 Exhibit 21: Historic Market Size – Geography Segment 2017 – 2021 (USD billion)4.5 Country Segment Analysis 2017 – 2021 Exhibit 22: Historic Market Size – Country Segment 2017 – 2021 (USD billion)

5 Five Forces Analysis

5.1 Five forces summary Exhibit 23: Five forces analysis – Comparison between 2022 and 20275.2 Bargaining power of buyers Exhibit 24: Chart on Bargaining power of buyers – Impact of key factors 2022 and 20275.3 Bargaining power of suppliers Exhibit 25: Bargaining power of suppliers – Impact of key factors in 2022 and 20275.4 Threat of new entrants Exhibit 26: Threat of new entrants – Impact of key factors in 2022 and 20275.5 Threat of substitutes Exhibit 27: Threat of substitutes – Impact of key factors in 2022 and 20275.6 Threat of rivalry Exhibit 28: Threat of rivalry – Impact of key factors in 2022 and 20275.7 Market condition Exhibit 29: Chart on Market condition – Five forces 2022 and 2027

6 Market Segmentation by Type

6.1 Market segments Exhibit 30: Chart on Type – Market share 2022-2027 (%)Exhibit 31: Data Table on Type – Market share 2022-2027 (%)6.2 Comparison by Type Exhibit 32: Chart on Comparison by TypeExhibit 33: Data Table on Comparison by Type6.3 Voice-based – Market size and forecast 2022-2027Exhibit 34: Chart on Voice-based – Market size and forecast 2022-2027 (USD billion)Exhibit 35: Data Table on Voice-based – Market size and forecast 2022-2027 (USD billion)Exhibit 36: Chart on Voice-based – Year-over-year growth 2022-2027 (%)Exhibit 37: Data Table on Voice-based – Year-over-year growth 2022-2027 (%)6.4 Text-based – Market size and forecast 2022-2027Exhibit 38: Chart on Text-based – Market size and forecast 2022-2027 (USD billion)Exhibit 39: Data Table on Text-based – Market size and forecast 2022-2027 (USD billion)Exhibit 40: Chart on Text-based – Year-over-year growth 2022-2027 (%)Exhibit 41: Data Table on Text-based – Year-over-year growth 2022-2027 (%)6.5 Social media-based – Market size and forecast 2022-2027Exhibit 42: Chart on Social media-based – Market size and forecast 2022-2027 (USD billion)Exhibit 43: Data Table on Social media-based – Market size and forecast 2022-2027 (USD billion)Exhibit 44: Chart on Social media-based – Year-over-year growth 2022-2027 (%)Exhibit 45: Data Table on Social media-based – Year-over-year growth 2022-2027 (%)6.6 Market opportunity by Type Exhibit 46: Market opportunity by Type (USD billion)

7 Market Segmentation by Deployment

7.1 Market segments Exhibit 47: Chart on Deployment – Market share 2022-2027 (%)Exhibit 48: Data Table on Deployment – Market share 2022-2027 (%)7.2 Comparison by Deployment Exhibit 49: Chart on Comparison by DeploymentExhibit 50: Data Table on Comparison by Deployment7.3 On-premises – Market size and forecast 2022-2027Exhibit 51: Chart on On-premises – Market size and forecast 2022-2027 (USD billion)Exhibit 52: Data Table on On-premises – Market size and forecast 2022-2027 (USD billion)Exhibit 53: Chart on On-premises – Year-over-year growth 2022-2027 (%)Exhibit 54: Data Table on On-premises – Year-over-year growth 2022-2027 (%)7.4 Cloud-based – Market size and forecast 2022-2027Exhibit 55: Chart on Cloud-based – Market size and forecast 2022-2027 (USD billion)Exhibit 56: Data Table on Cloud-based – Market size and forecast 2022-2027 (USD billion)Exhibit 57: Chart on Cloud-based – Year-over-year growth 2022-2027 (%)Exhibit 58: Data Table on Cloud-based – Year-over-year growth 2022-2027 (%)7.5 Market opportunity by Deployment Exhibit 59: Market opportunity by Deployment (USD billion)

8 Customer Landscape

8.1 Customer landscape overview Exhibit 60: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

9 Geographic Landscape

9.1 Geographic segmentation Exhibit 61: Chart on Market share by geography 2022-2027 (%)Exhibit 62: Data Table on Market share by geography 2022-2027 (%)9.2 Geographic comparison Exhibit 63: Chart on Geographic comparisonExhibit 64: Data Table on Geographic comparison9.3 North America – Market size and forecast 2022-2027Exhibit 65: Chart on North America – Market size and forecast 2022-2027 (USD billion)Exhibit 66: Data Table on North America – Market size and forecast 2022-2027 (USD billion)Exhibit 67: Chart on North America – Year-over-year growth 2022-2027 (%)Exhibit 68: Data Table on North America – Year-over-year growth 2022-2027 (%)9.4 APAC – Market size and forecast 2022-2027Exhibit 69: Chart on APAC – Market size and forecast 2022-2027 (USD billion)Exhibit 70: Data Table on APAC – Market size and forecast 2022-2027 (USD billion)Exhibit 71: Chart on APAC – Year-over-year growth 2022-2027 (%)Exhibit 72: Data Table on APAC – Year-over-year growth 2022-2027 (%)9.5 Europe – Market size and forecast 2022-2027Exhibit 73: Chart on Europe – Market size and forecast 2022-2027 (USD billion)Exhibit 74: Data Table on Europe – Market size and forecast 2022-2027 (USD billion)Exhibit 75: Chart on Europe – Year-over-year growth 2022-2027 (%)Exhibit 76: Data Table on Europe – Year-over-year growth 2022-2027 (%)9.6 South America – Market size and forecast 2022-2027Exhibit 77: Chart on South America – Market size and forecast 2022-2027 (USD billion)Exhibit 78: Data Table on South America – Market size and forecast 2022-2027 (USD billion)Exhibit 79: Chart on South America – Year-over-year growth 2022-2027 (%)Exhibit 80: Data Table on South America – Year-over-year growth 2022-2027 (%)9.7 Middle East and Africa – Market size and forecast 2022-2027 Exhibit 81: Chart on Middle East and Africa – Market size and forecast 2022-2027 (USD billion)Exhibit 82: Data Table on Middle East and Africa – Market size and forecast 2022-2027 (USD billion)Exhibit 83: Chart on Middle East and Africa – Year-over-year growth 2022-2027 (%)Exhibit 84: Data Table on Middle East and Africa – Year-over-year growth 2022-2027 (%)9.8 US – Market size and forecast 2022-2027Exhibit 85: Chart on US – Market size and forecast 2022-2027 (USD billion)Exhibit 86: Data Table on US – Market size and forecast 2022-2027 (USD billion)Exhibit 87: Chart on US – Year-over-year growth 2022-2027 (%)Exhibit 88: Data Table on US – Year-over-year growth 2022-2027 (%)9.9 UK – Market size and forecast 2022-2027Exhibit 89: Chart on UK – Market size and forecast 2022-2027 (USD billion)Exhibit 90: Data Table on UK – Market size and forecast 2022-2027 (USD billion)Exhibit 91: Chart on UK – Year-over-year growth 2022-2027 (%)Exhibit 92: Data Table on UK – Year-over-year growth 2022-2027 (%)9.10 Australia – Market size and forecast 2022-2027Exhibit 93: Chart on Australia – Market size and forecast 2022-2027 (USD billion)Exhibit 94: Data Table on Australia – Market size and forecast 2022-2027 (USD billion)Exhibit 95: Chart on Australia – Year-over-year growth 2022-2027 (%)Exhibit 96: Data Table on Australia – Year-over-year growth 2022-2027 (%)9.11 Germany – Market size and forecast 2022-2027Exhibit 97: Chart on Germany – Market size and forecast 2022-2027 (USD billion)Exhibit 98: Data Table on Germany – Market size and forecast 2022-2027 (USD billion)Exhibit 99: Chart on Germany – Year-over-year growth 2022-2027 (%)Exhibit 100: Data Table on Germany – Year-over-year growth 2022-2027 (%)9.12 India – Market size and forecast 2022-2027Exhibit 101: Chart on India – Market size and forecast 2022-2027 (USD billion)Exhibit 102: Data Table on India – Market size and forecast 2022-2027 (USD billion)Exhibit 103: Chart on India – Year-over-year growth 2022-2027 (%)Exhibit 104: Data Table on India – Year-over-year growth 2022-2027 (%)9.13 Market opportunity by geography Exhibit 105: Market opportunity by geography (USD billion)

10 Drivers, Challenges, and Trends

10.1 Market drivers10.2 Market challenges10.3 Impact of drivers and challenges Exhibit 106: Impact of drivers and challenges in 2022 and 202710.4 Market trends

11 Vendor Landscape

11.1 Overview11.2 Vendor landscape Exhibit 107: Overview on Criticality of inputs and Factors of differentiation11.3 Landscape disruption Exhibit 108: Overview on factors of disruption11.4 Industry risks Exhibit 109: Impact of key risks on business

12 Vendor Analysis

12.1 Vendors covered Exhibit 110: Vendors covered12.2 Market positioning of vendors Exhibit 111: Matrix on vendor position and classification12.3 8×8 Inc. Exhibit 112: 8×8 Inc. – OverviewExhibit 113: 8×8 Inc. – Product / ServiceExhibit 114: 8×8 Inc. – Key offerings12.4 ALE International Exhibit 115: ALE International – OverviewExhibit 116: ALE International – Product / ServiceExhibit 117: ALE International – Key offerings12.5 Alphabet Inc. Exhibit 118: Alphabet Inc. – OverviewExhibit 119: Alphabet Inc. – Business segmentsExhibit 120: Alphabet Inc. – Key newsExhibit 121: Alphabet Inc. – Key offeringsExhibit 122: Alphabet Inc. – Segment focus12.6 Alvaria Inc. Exhibit 123: Alvaria Inc. – OverviewExhibit 124: Alvaria Inc. – Product / ServiceExhibit 125: Alvaria Inc. – Key offerings12.7 Amazon.com Inc. Exhibit 126: Amazon.com Inc. – OverviewExhibit 127: Amazon.com Inc. – Business segmentsExhibit 128: Amazon.com Inc. – Key newsExhibit 129: Amazon.com Inc. – Key offeringsExhibit 130: Amazon.com Inc. – Segment focus12.8 Ameyo Pvt Ltd. Exhibit 131: Ameyo Pvt Ltd. – OverviewExhibit 132: Ameyo Pvt Ltd. – Product / ServiceExhibit 133: Ameyo Pvt Ltd. – Key offerings12.9 Atos SE Exhibit 134: Atos SE – OverviewExhibit 135: Atos SE – Business segmentsExhibit 136: Atos SE – Key newsExhibit 137: Atos SE – Key offeringsExhibit 138: Atos SE – Segment focus12.10 Avaya Holdings Corp. Exhibit 139: Avaya Holdings Corp. – OverviewExhibit 140: Avaya Holdings Corp. – Business segmentsExhibit 141: Avaya Holdings Corp. – Key offeringsExhibit 142: Avaya Holdings Corp. – Segment focus12.11 Cisco Systems Inc. Exhibit 143: Cisco Systems Inc. – OverviewExhibit 144: Cisco Systems Inc. – Business segmentsExhibit 145: Cisco Systems Inc. – Key newsExhibit 146: Cisco Systems Inc. – Key offeringsExhibit 147: Cisco Systems Inc. – Segment focus12.12 Enghouse Systems Ltd. Exhibit 148: Enghouse Systems Ltd. – OverviewExhibit 149: Enghouse Systems Ltd. – Business segmentsExhibit 150: Enghouse Systems Ltd. – Key offeringsExhibit 151: Enghouse Systems Ltd. – Segment focus12.13 Five9 Inc. Exhibit 152: Five9 Inc. – OverviewExhibit 153: Five9 Inc. – Product / ServiceExhibit 154: Five9 Inc. – Key offerings12.14 Genesys Telecommunications Laboratories Inc.Exhibit 155: Genesys Telecommunications Laboratories Inc. – OverviewExhibit 156: Genesys Telecommunications Laboratories Inc. – Product / ServiceExhibit 157: Genesys Telecommunications Laboratories Inc. – Key offerings12.15 Mitel Networks Corp. Exhibit 158: Mitel Networks Corp. – OverviewExhibit 159: Mitel Networks Corp. – Product / ServiceExhibit 160: Mitel Networks Corp. – Key offerings12.16 NEC Corp. Exhibit 161: NEC Corp. – OverviewExhibit 162: NEC Corp. – Business segmentsExhibit 163: NEC Corp. – Key newsExhibit 164: NEC Corp. – Key offeringsExhibit 165: NEC Corp. – Segment focus12.17 NICE Ltd. Exhibit 166: NICE Ltd. – OverviewExhibit 167: NICE Ltd. – Business segmentsExhibit 168: NICE Ltd. – Key newsExhibit 169: NICE Ltd. – Key offeringsExhibit 170: NICE Ltd. – Segment focus

13 Appendix

13.1 Scope of the report13.2 Inclusions and exclusions checklist Exhibit 171: Inclusions checklistExhibit 172: Exclusions checklist13.3 Currency conversion rates for USUSD Exhibit 173: Currency conversion rates for USUSD13.4 Research methodology Exhibit 174: Research methodologyExhibit 175: Validation techniques employed for market sizingExhibit 176: Information sources13.5 List of abbreviations Exhibit 177: List of abbreviations

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