Contact Center Software Market Size, Share, & Trends Analysis Report By Solution, By Service, By Deployment, By Enterprise Size, By End Use, By Region, And Segment Forecasts, 2024 - 2030

Research Methodology

A three-pronged approach was followed for deducing the contact center software market estimates and forecasts. The process has three steps: information procurement, analysis, and validation. The whole process is cyclical, and steps repeat until the estimates are validated. The three steps are explained in detail below:

Information procurement: Information procurement is one of the most extensive and important stages in our research process, and quality data is critical for accurate analysis. We followed a multi-channel data collection process for contact center software market to gather the most reliable and current information possible.

• We buy access to paid databases such as Hoover’s and Factiva for company financials, industry information, white papers, industry journals, SME journals, and more.
• We tap into Grand View’s proprietary database of data points and insights from active and archived monitoring and reporting.
• We conduct primary research with industry experts through questionnaires and one-on-one phone interviews.
• We pull from reliable secondary sources such as white papers and government statistics, published by organizations like WHO, NGOs, World Bank, etc., Key Opinion Leaders (KoL) publications, company filings, investor documents, and more.
• We purchase and review investor analyst reports, broker reports, academic commentary, government quotes, and wealth management publications for insightful third-party perspectives.

Analysis: We mine the data collected to establish baselines for forecasting, identify trends and opportunities, gain insight into consumer demographics and drivers, and so much more. We utilized different methods of contact center software market data depending on the type of information we’re trying to uncover in our research.

• Market Research Efforts: Bottom-up Approach for estimating and forecasting demand size and opportunity, top-down Approach for new product forecasting and penetration, and combined approach of both Bottom-up and Top-down for full coverage analysis.

• Value-Chain-Based Sizing & Forecasting: Supply-side estimates for understanding potential revenue through competitive benchmarking, forecasting, and penetration modeling.

• Demand-side estimates for identifying parent and ancillary markets, segment modeling, and heuristic forecasting.

• Qualitative Functional Deployment (QFD) Modelling for market share assessment.

Market formulation and validation: We mine the data collected to establish baselines for forecasting, identify trends and opportunities, gain insight into consumer demographics and drivers, and so much more. We utilize different methods of data analysis depending on the type of information we’re trying to uncover in our research.

• Market Formulation: This step involves the finalization of market numbers. This step on an internal level is designed to manage outputs from the Data Analysis step.

• Data Normalization: The final market estimates and forecasts are then aligned and sent to industry experts, in-panel quality control managers for validation.

• This step also entails the finalization of the report scope and data representation pattern.

• Validation: The process entails multiple levels of validation. All these steps run in parallel, and the study is forwarded for publishing only if all three levels render validated results.

Contact Center Software Market Categorization:

The contact center software market was categorized into six segments, namely solution (Automatic Call Distribution, Call Recording, Computer Telephony Integration, Customer Collaboration, Dialer, Interactive Voice Responses, Reporting & Analytics, Workforce Optimization), service (Integration & Deployment, Support & Maintenance, Training & Consulting, Managed Services), deployment (Hosted, On-premise), enterprise (Large Enterprise, Small & Medium Enterprise), end-use (BFSI, Consumer Goods & Retail, Government, Healthcare, IT & Telecom, Travel & Hospitality) and region (North America, Europe, Asia Pacific, Latin America, Middle East and Africa).

Segment Market Methodology:

The contact center software market was segmented into solution, service, deployment, enterprise, end-use and regions. The demand at a segment level was deduced using a funnel method. Concepts like the TAM, SAM, SOM, etc., were put into practice to understand the demand. We at GVR deploy three methods to deduce market estimates and determine forecasts. These methods are explained below:

Market research approaches: Bottom-up

• Demand estimation of each product across countries/regions summed up to from the total market.

• Variable analysis for demand forecast.

• Demand estimation via analyzing paid database, and company financials either via annual reports or paid database.

• Primary interviews for data revalidation and insight collection.

Market research approaches: Top-down

• Used extensively for new product forecasting or analyzing penetration levels.

• Tool used invoice product flow and penetration models Use of regression multi-variant analysis for forecasting Involves extensive use of paid and public databases.

• Primary interviews and vendor-based primary research for variable impact analysis.

Market research approaches: Combined

• This is the most common method. We apply concepts from both the top-down and bottom-up approaches to arrive at a viable conclusion.

Regional Market Methodology:

The contact center software market was analyzed at a regional level. The global was divided into North America, Europe, Asia Pacific, Latin America, Middle East and Africa, keeping in focus variables like consumption patterns, export-import regulations, consumer expectations, etc. These regions were further divided into sixteen countries, namely, the U.S.; Canada; Germany; the UK.; France; Spain; China; India; Japan; South Korea; Australia; Brazil; Mexico; Kingdom of Saudi Arabia; UAE; South Africa.

All three above-mentioned market research methodologies were applied to arrive at regional-level conclusions. The regions were then summed up to form the global market.

Contact center software market companies & financials:

The contact center software market was analyzed via companies operating in the sector. Analyzing these companies and cross-referencing them to the demand equation helped us validate our assumptions and conclusions. Key market players analyzed include:

• 8X8, Inc, 8X8, Inc. is engaged in providing configurable and scalable cloud communication platforms for video and voice interactions, chat and team collaboration, contact center, and analytics for enterprises of all sizes. The company’s clientele includes incumbents of various industries and industry verticals, including retail, healthcare, manufacturing, transportation, and insurance, as well as government agencies. 8X8, Inc.’s service portfolio includes 8x8 virtual office, 8x8 contact center, 8x8 meetings, 8x8 team messaging, and script8. The company markets these services directly to end users through various channels, including third-party lead generation sources, search engine marketing and optimization, industry conferences, digital advertising, webinars, and trade shows. 8X8, Inc. faces competition from cloud service providers, telephone companies, communication and collaboration software vendors, and other resellers of legacy communication equipment. The company’s competitors include various contact center service providers, such as NICE inContact; Five9, Inc.; Fuze, Inc.; Zoom Video Communications, Inc.; Vonage Holdings Corp.; and RingCentral, Inc.; among others.

• ALE International, ALE International is a communication and networking solutions provider. The company’s offerings are categorized into four different segments, namely communication products, network products, services, and solutions. It provides applications, devices, platforms, and management & security solutions as part of its communication products segment. The network products segment offers switches, WAN, WLAN, and management & security solutions. The company’s solutions are categorized into business telephony, cloud communication, mobile campus, network on demand, small & medium businesses, and unified communications. Additionally, it offers education services, managed services, professional services, support services, and customization services. The company serves several industries such as education, healthcare, hospitality, government, and transportation. It provides its services across five regions, namely North America, Latin America, Europe, Asia Pacific, and the Middle East & Africa, and serves over 830,000 customers globally.

• Altivon, Altivon is engaged in designing, developing, and deploying contact center software solutions and services. The company primarily operates across the North American region. The company handles all the aspects from designing the solution to deployment, support, and continuous improvement. Altivon has categorized its solutions under all-in-one contact center, virtual contact center, cloud-based contact center, business process automation solution, and real-time quality management solution, and its products under contact center platform, omnichannel management platform, Computer Telephony Integration (CTI), and workforce management platform. Altivon focuses on partnering with various companies to deliver effective contact center software solutions and services. As such, the company’s partners include Genesys, Virtual Hold Technology, TekVision, Vidyo, and Nuance.

• Amazon Web Services, Inc., Amazon Web Services, Inc. (AWS) is engaged in providing cloud computing, e-commerce, artificial intelligence, and web services to its customers. The company’s web services are used by multiple businesses in 190 countries around the globe. The AWS business segment offers featured services, including blockchain, analytics, conversational systems solution, compute platforms, application integration, AR & VR, business applications, developer tools, database, IoT, machine learning, media services, robotics, and storage. Through the AWS business segment, the company offers these services to government agencies as well as incumbents of various industries and sectors, including financial services, energy, gaming, healthcare & life sciences, manufacturing, media & entertainment, retail, power & utilities, telecom, travel & hospitality, automotive, education, consumer packaged goods, and advertising & marketing. AWS has an extensive cloud infrastructure, which has been launched in 22 countries. The company has also announced a cloud infrastructure plan for five more countries, namely Japan, Spain, Italy, Indonesia, and South Africa. The company’s data centers are located in the U.S., Japan, Singapore, and European countries. Customers across all these countries are adopting web and cloud computing services. Academic institutions, hospital networks, research laboratories, and pharmaceutical companies across the globe are using AWS web services to accelerate their operations.

• Ameyo, Ameyo provides customer experience platforms that can help businesses of all sizes in serving, connecting with, and supporting their customers. The company offers a one-stop contact center software solution that allows enterprises to establish personalized interactions with their customers across various channels. The company’s solutions leverage AI and machine learning technologies to help businesses in improving profitability and productivity. The company’s solutions are designed to help businesses in meeting their respective goals for customer retention & acquisition, repeat sales, and business process automation, among others. Ameyo’s product portfolio includes fusion CX, omnichannel contact center software, call center software, and automated collection software, among others. The company’s solution portfolio includes call center solution, cloud contact center software solution, customer support system, and knowledge management system, among others. The company’s clientele includes more than 2,000 businesses belonging to various industries and industry verticals, such as retail, healthcare, travel & tourism, telecommunication, financial services, e-commerce, and banking. The company offers Ameyo Call Center Software for the healthcare industry. Ameyo has regional offices in Kenya, Nigeria, Indonesia, the Philippines, and South Africa.

• Amtelco, Amtelco manufactures telecommunication equipment and develops contact center communications systems and software applications for contact centers, higher education facilities, and healthcare facilities, among others. The company provides contact centers with various tools, including Automatic Call Distribution (ACD), text messaging, voice processing, and digital switching, which can potentially help businesses in transforming into specialized customer resource centers. Amtelco also designs, manufactures, and markets a myriad of PCI, PC, and CompactPCI switching boards for specific computer-based development companies across the world. Amtelco operates through different divisions, including 1Call Division of AMTELCO, Call Center Division of AMTELCO, Telescan Division of AMTELCO, and miAmtelcoCloud Division, and caters to government agencies, utilities, and healthcare companies.

• Aspect Software, Aspect Software provides contact center software and workforce optimization solutions. The company’s solutions can be installed within the premises or in any private, public, or hosted cloud environment. The company offers its products and solutions under four categories, namely contact center, workforce optimization, industry solutions, and professional services. Aspect Software’s contact center solution portfolio includes inbound voice, outbound voice, omnichannel agent, and CX automated agent. The company’s Aspect Channel Partner Program is designed to offer opportunities for new and existing partners to enable advanced customer engagement capabilities through the deployment of the company’s portfolio of on-premise and cloud-based solutions. Aspect Software’s geographical presence spans across North America, Europe, Asia Pacific, Latin America, and Africa.

• Avaya Inc, Avaya Inc. is a provider of software and services in the contact center and unified communications marketspace. The company provides a comprehensive range of solutions such as on-premise, cloud-based, or hybrid solutions. It provides solutions to small, midsize, large, and multinational businesses across the globe. It has two reportable segments, namely Products & Solutions and Services. It offers contact center solutions through its Products & Solutions segment. The omnichannel contact center platform offers reliable, scalable communications-centric solutions, including voice, email, chat, social media, and third-party integration that improves customer service. Through the Services segment, the company offers enterprise cloud and managed services, professional services, and global support services to its clients, which address the risk of system outages and help businesses to protect their technology investments. In order to maintain its position in the market, the company engages in strategic initiatives such as new system and product development, and as such, it has added more than 70 new products to its offerings in 2018. It is also planning to expand its hybrid cloud solutions to deliver a complete portfolio of technologies across hybrid cloud development models to meet the growing client demand. It provides services across five major geographies, namely North America, Latin America, Europe, Asia Pacific, and MEA.

• Avoxi, Avoxi provides cloud communications solutions that are focused specifically on meeting the calling needs of tour operators, hotels, and contact centers, among others. The company offers enhanced VoIP and telecommunications solutions, including conference calling, VoIP phone systems, VPN solutions, call center solutions, Cloud PBXs, and call recording services, among others. Avoxi offers its products under four categories, namely virtual phone numbers, cloud contact center software, business texting, and global SIP trunking. The cloud contact center software portfolio includes inbound contact center, customer service, help desks, and remote call center. The company delivers Voice over Internet Protocol (VoIP) services and Communications as a Service (CaaS) to international businesses across North America, Europe, Asia Pacific, Latin America, and the Middle East & Africa.

• Cisco Systems, Inc.,offers products and services related to networking and systems-related applications. Its product portfolio constitutes wireless technology systems, networking devices, unified communication, security, collaboration, telepresence, virtualization, data centers, and unified computing systems. Besides these products, the company also provides a wide range of services that include advanced services and technical support. The company provides hardware, software, and integrated communication solutions to large corporations as well as small- and medium-scale businesses. Its network and communication solutions also serve public institutions and government agencies. Cisco Systems, Inc. categorizes its products under various categories including collaboration, which comprises solutions to integrate voice, data, video, and mobile applications on mobile and fixed communication networks across multiple endpoints and related Information Technology (IT) equipment, such as desktop & laptop computers, smartphones, tablets, and virtualization clients. The company's products in the collaboration category include IP phones, software-based Instant Messaging (IM) clients, call control, call center & messaging products, communication gateways & unified communication, and conferencing. Cisco Systems, Inc. facilitates companies to build communication networks and integrate, automate, and digitize IT-enabled solutions and services. The company has deployed a direct sales force and a global network of channel partners to sell and market its products and services. It operates across the globe and has regional offices in North America, Europe, Asia Pacific, and the Middle East & Africa. It has a diversified clientele, including government agencies as well as companies operating across various industries and sectors, such as IT, telecommunication, consumer, and healthcare.

Value chain-based sizing & forecasting

Supply Side Estimates

• Company revenue estimation via referring to annual reports, investor presentations, and Hoover’s.

• Segment revenue determination via variable analysis and penetration modeling.

• Competitive benchmarking to identify market leaders and their collective revenue shares.

• Forecasting via analyzing commercialization rates, pipelines, market initiatives, distribution networks, etc.

Demand side estimates

• Identifying parent markets and ancillary markets

• Segment penetration analysis to obtain pertinent

• revenue/volume

• Heuristic forecasting with the help of subject matter experts

• Forecasting via variable analysis

Contact Center Software Market Report Objectives:

• Understanding market dynamics (in terms of drivers, restraints, & opportunities) in the countries.

• Understanding trends & variables in the individual countries & their impact on growth and using analytical tools to provide high-level insights into the market dynamics and the associated growth pattern.

• Understanding market estimates and forecasts (with the base year as 2022, historic information from 2017 to 2021, and forecast from 2023 to 2030). Regional estimates & forecasts for each category are available and are summed up to form the global market estimates.

Contact Center Software Market Report Assumptions:

• The report provides market value for the base year 2022 and a yearly forecast till 2030 in terms of revenue/volume or both. The market for each of the segment outlooks has been provided on region & country basis for the above-mentioned forecast period.

• The key industry dynamics, major technological trends, and application markets are evaluated to understand their impact on the demand for the forecast period. The growth rates were estimated using correlation, regression, and time-series analysis.

• We have used the bottom-up approach for market sizing, analyzing key regional markets, dynamics, & trends for various products and end-users. The total market has been estimated by integrating the country markets.

• All market estimates and forecasts have been validated through primary interviews with the key industry participants.

• Inflation has not been accounted for to estimate and forecast the market.

• Numbers may not add up due to rounding off.

• Europe consists of EU-8, Central & Eastern Europe, along with the Commonwealth of Independent States (CIS).

• Asia Pacific includes South Asia, East Asia, Southeast Asia, and Oceania (Australia & New Zealand).

• Latin America includes Central American countries and the South American continent

• Middle East includes Western Asia (as assigned by the UN Statistics Division) and the African continent.

Primary Research

GVR strives to procure the latest and unique information for reports directly from industry experts, which gives it a competitive edge. Quality is of utmost importance to us, therefore every year we focus on increasing our experts’ panel. Primary interviews are one of the critical steps in identifying recent market trends and scenarios. This process enables us to justify and validate our market estimates and forecasts to our clients. With more than 8,000 reports in our database, we have connected with some key opinion leaders across various domains, including healthcare, technology, consumer goods, and the chemical sector. Our process starts with identifying the right platform for a particular type of report, i.e., emails, LinkedIn, seminars, or telephonic conversation, as every report is unique and requires a differentiated approach.

We send out questionnaires to different experts from various regions/ countries, which is dependent on the following factors:

• Report/Market scope: If the market study is global, we send questionnaires to industry experts across various regions, including North America, Europe, Asia Pacific, Latin America, and MEA.

• Market Penetration: If the market is driven by technological advancements, population density, disease prevalence, or other factors, we identify experts and send out questionnaires based on region or country dominance.

The time to start receiving responses from industry experts varies based on how niche or well-penetrated the market is. Our reports include a detailed chapter on the KoL opinion section, which helps our clients understand the perspective of experts already in the market space.