Contact Center Market Analysis North America, APAC, Europe, South America, Middle East and Africa - US, UK, Australia, India, Germany - Size and Forecast 2024-2028

1 Executive Summary

• 1.1 Market overview
  • Executive Summary - Chart on Market Overview
  • Executive Summary - Data Table on Market Overview
  • Executive Summary - Chart on Global Market Characteristics
  • Executive Summary - Chart on Market by Geography
  • Executive Summary - Chart on Market Segmentation by Type
  • Executive Summary - Chart on Market Segmentation by Deployment
  • Executive Summary - Chart on Incremental Growth
  • Executive Summary - Data Table on Incremental Growth
  • Executive Summary - Chart on Company Market Positioning

2 Market Landscape

• 2.1 Market ecosystem
  • Parent Market
  • Data Table on - Parent Market

• 2.2 Market characteristics
  • Market characteristics analysis

• 2.3 Value chain analysis
  • Value Chain Analysis

3 Market Sizing

• 3.1 Market definition
  • Offerings of companies included in the market definition

• 3.2 Market segment analysis
  • Market segments

• 3.3 Market size 2023

• 3.4 Market outlook: Forecast for 2023-2028
  • Chart on Global - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Global - Market size and forecast 2023-2028 ($ billion)
  • Chart on Global Market: Year-over-year growth 2023-2028 (%)
  • Data Table on Global Market: Year-over-year growth 2023-2028 (%)

4 Historic Market Size

• 4.1 Global Contact Center Market 2018 - 2022
  • Historic Market Size - Data Table on Global Contact Center Market 2018 - 2022 ($ billion)

• 4.2 Type segment analysis 2018 - 2022
  • Historic Market Size - Type Segment 2018 - 2022 ($ billion)

• 4.3 Deployment segment analysis 2018 - 2022
  • Historic Market Size - Deployment Segment 2018 - 2022 ($ billion)

• 4.4 Geography segment analysis 2018 - 2022
  • Historic Market Size - Geography Segment 2018 - 2022 ($ billion)

• 4.5 Country segment analysis 2018 - 2022
  • Historic Market Size - Country Segment 2018 - 2022 ($ billion)

5 Five Forces Analysis

• 5.1 Five forces summary
  • Five forces analysis - Comparison between 2023 and 2028

• 5.2 Bargaining power of buyers
  • Bargaining power of buyers - Impact of key factors 2023 and 2028

• 5.3 Bargaining power of suppliers
  • Bargaining power of suppliers - Impact of key factors in 2023 and 2028

• 5.4 Threat of new entrants
  • Threat of new entrants - Impact of key factors in 2023 and 2028

• 5.5 Threat of substitutes
  • Threat of substitutes - Impact of key factors in 2023 and 2028

• 5.6 Threat of rivalry
  • Threat of rivalry - Impact of key factors in 2023 and 2028

• 5.7 Market condition
  • Chart on Market condition - Five forces 2023 and 2028

6 Market Segmentation by Type

• 6.1 Market segments
  • Chart on Type - Market share 2023-2028 (%)
  • Data Table on Type - Market share 2023-2028 (%)

• 6.2 Comparison by Type
  • Chart on Comparison by Type
  • Data Table on Comparison by Type

• 6.3 Voice-based - Market size and forecast 2023-2028
  • Chart on Voice-based - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Voice-based - Market size and forecast 2023-2028 ($ billion)
  • Chart on Voice-based - Year-over-year growth 2023-2028 (%)
  • Data Table on Voice-based - Year-over-year growth 2023-2028 (%)

• 6.4 Text-based - Market size and forecast 2023-2028
  • Chart on Text-based - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Text-based - Market size and forecast 2023-2028 ($ billion)
  • Chart on Text-based - Year-over-year growth 2023-2028 (%)
  • Data Table on Text-based - Year-over-year growth 2023-2028 (%)

• 6.5 Social media-based - Market size and forecast 2023-2028
  • Chart on Social media-based - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Social media-based - Market size and forecast 2023-2028 ($ billion)
  • Chart on Social media-based - Year-over-year growth 2023-2028 (%)
  • Data Table on Social media-based - Year-over-year growth 2023-2028 (%)

• 6.6 Market opportunity by Type
  • Market opportunity by Type ($ billion)
  • Data Table on Market opportunity by Type ($ billion)

7 Market Segmentation by Deployment

• 7.1 Market segments
  • Chart on Deployment - Market share 2023-2028 (%)
  • Data Table on Deployment - Market share 2023-2028 (%)

• 7.2 Comparison by Deployment
  • Chart on Comparison by Deployment
  • Data Table on Comparison by Deployment

• 7.3 On-premises - Market size and forecast 2023-2028
  • Chart on On-premises - Market size and forecast 2023-2028 ($ billion)
  • Data Table on On-premises - Market size and forecast 2023-2028 ($ billion)
  • Chart on On-premises - Year-over-year growth 2023-2028 (%)
  • Data Table on On-premises - Year-over-year growth 2023-2028 (%)

• 7.4 Cloud-based - Market size and forecast 2023-2028
  • Chart on Cloud-based - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Cloud-based - Market size and forecast 2023-2028 ($ billion)
  • Chart on Cloud-based - Year-over-year growth 2023-2028 (%)
  • Data Table on Cloud-based - Year-over-year growth 2023-2028 (%)

• 7.5 Market opportunity by Deployment
  • Market opportunity by Deployment ($ billion)
  • Data Table on Market opportunity by Deployment ($ billion)

8 Customer Landscape

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

9 Geographic Landscape

• 9.1 Geographic segmentation
  • Chart on Market share by geography 2023-2028 (%)
  • Data Table on Market share by geography 2023-2028 (%)

• 9.2 Geographic comparison
  • Chart on Geographic comparison
  • Data Table on Geographic comparison

• 9.3 North America - Market size and forecast 2023-2028
  • Chart on North America - Market size and forecast 2023-2028 ($ billion)
  • Data Table on North America - Market size and forecast 2023-2028 ($ billion)
  • Chart on North America - Year-over-year growth 2023-2028 (%)
  • Data Table on North America - Year-over-year growth 2023-2028 (%)

• 9.4 APAC - Market size and forecast 2023-2028
  • Chart on APAC - Market size and forecast 2023-2028 ($ billion)
  • Data Table on APAC - Market size and forecast 2023-2028 ($ billion)
  • Chart on APAC - Year-over-year growth 2023-2028 (%)
  • Data Table on APAC - Year-over-year growth 2023-2028 (%)

• 9.5 Europe - Market size and forecast 2023-2028
  • Chart on Europe - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Europe - Market size and forecast 2023-2028 ($ billion)
  • Chart on Europe - Year-over-year growth 2023-2028 (%)
  • Data Table on Europe - Year-over-year growth 2023-2028 (%)

• 9.6 South America - Market size and forecast 2023-2028
  • Chart on South America - Market size and forecast 2023-2028 ($ billion)
  • Data Table on South America - Market size and forecast 2023-2028 ($ billion)
  • Chart on South America - Year-over-year growth 2023-2028 (%)
  • Data Table on South America - Year-over-year growth 2023-2028 (%)

• 9.7 Middle East and Africa - Market size and forecast 2023-2028
  • Chart on Middle East and Africa - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Middle East and Africa - Market size and forecast 2023-2028 ($ billion)
  • Chart on Middle East and Africa - Year-over-year growth 2023-2028 (%)
  • Data Table on Middle East and Africa - Year-over-year growth 2023-2028 (%)

• 9.8 US - Market size and forecast 2023-2028
  • Chart on US - Market size and forecast 2023-2028 ($ billion)
  • Data Table on US - Market size and forecast 2023-2028 ($ billion)
  • Chart on US - Year-over-year growth 2023-2028 (%)
  • Data Table on US - Year-over-year growth 2023-2028 (%)

• 9.9 UK - Market size and forecast 2023-2028
  • Chart on UK - Market size and forecast 2023-2028 ($ billion)
  • Data Table on UK - Market size and forecast 2023-2028 ($ billion)
  • Chart on UK - Year-over-year growth 2023-2028 (%)
  • Data Table on UK - Year-over-year growth 2023-2028 (%)

• 9.10 Australia - Market size and forecast 2023-2028
  • Chart on Australia - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Australia - Market size and forecast 2023-2028 ($ billion)
  • Chart on Australia - Year-over-year growth 2023-2028 (%)
  • Data Table on Australia - Year-over-year growth 2023-2028 (%)

• 9.11 Germany - Market size and forecast 2023-2028
  • Chart on Germany - Market size and forecast 2023-2028 ($ billion)
  • Data Table on Germany - Market size and forecast 2023-2028 ($ billion)
  • Chart on Germany - Year-over-year growth 2023-2028 (%)
  • Data Table on Germany - Year-over-year growth 2023-2028 (%)

• 9.12 India - Market size and forecast 2023-2028
  • Chart on India - Market size and forecast 2023-2028 ($ billion)
  • Data Table on India - Market size and forecast 2023-2028 ($ billion)
  • Chart on India - Year-over-year growth 2023-2028 (%)
  • Data Table on India - Year-over-year growth 2023-2028 (%)

• 9.13 Market opportunity by geography
  • Market opportunity by geography ($ billion)
  • Data Tables on Market opportunity by geography ($ billion)

10 Drivers, Challenges, and Opportunity/Restraints

• 10.1 Market drivers

• 10.2 Market challenges

• 10.3 Impact of drivers and challenges
  • Impact of drivers and challenges in 2023 and 2028

• 10.4 Market opportunities/restraints

11 Competitive Landscape

• 11.1 Overview

• 11.2 Competitive Landscape
  • Overview on criticality of inputs and factors of differentiation

• 11.3 Landscape disruption
  • Overview on factors of disruption

• 11.4 Industry risks
  • Impact of key risks on business

12 Competitive Analysis

• 12.1 Companies profiled
  • Companies covered

• 12.2 Market positioning of companies
  • Matrix on companies position and classification

• 8x8 Inc.
  • 8x8 Inc. - Overview
  • 8x8 Inc. - Product / Service
  • 8x8 Inc. - Key news
  • 8x8 Inc. - Key offerings

• 12.4 ALE International
  • ALE International - Overview
  • ALE International - Product / Service
  • ALE International - Key offerings

• 12.5 Alphabet Inc.
  • Alphabet Inc. - Overview
  • Alphabet Inc. - Business segments
  • Alphabet Inc. - Key offerings
  • Alphabet Inc. - Segment focus

• 12.6 Alvaria Inc.
  • Alvaria Inc. - Overview
  • Alvaria Inc. - Product / Service
  • Alvaria Inc. - Key offerings

• 12.7 Amazon.com Inc.
  • Amazon.com Inc. - Overview
  • Amazon.com Inc. - Business segments
  • Amazon.com Inc. - Key news
  • Amazon.com Inc. - Key offerings
  • Amazon.com Inc. - Segment focus

• 12.8 Ameyo Pvt Ltd.
  • Ameyo Pvt Ltd. - Overview
  • Ameyo Pvt Ltd. - Product / Service
  • Ameyo Pvt Ltd. - Key offerings

• 12.9 Atos SE
  • Atos SE - Overview
  • Atos SE - Business segments
  • Atos SE - Key news
  • Atos SE - Key offerings
  • Atos SE - Segment focus

• 12.10 Avaya LLC
  • Avaya LLC - Overview
  • Avaya LLC - Product / Service
  • Avaya LLC - Key news
  • Avaya LLC - Key offerings

• 12.11 Cisco Systems Inc.
  • Cisco Systems Inc. - Overview
  • Cisco Systems Inc. - Business segments
  • Cisco Systems Inc. - Key news
  • Cisco Systems Inc. - Key offerings
  • Cisco Systems Inc. - Segment focus

• 12.12 Enghouse Systems Ltd.
  • Enghouse Systems Ltd. - Overview
  • Enghouse Systems Ltd. - Business segments
  • Enghouse Systems Ltd. - Key offerings
  • Enghouse Systems Ltd. - Segment focus

• 12.13 Five9 Inc.
  • Five9 Inc. - Overview
  • Five9 Inc. - Product / Service
  • Five9 Inc. - Key news
  • Five9 Inc. - Key offerings

• 12.14 Genesys Telecommunications Laboratories Inc.
  • Genesys Telecommunications Laboratories Inc. - Overview
  • Genesys Telecommunications Laboratories Inc. - Product / Service
  • Genesys Telecommunications Laboratories Inc. - Key offerings

• 12.15 Mitel Networks Corp.
  • Mitel Networks Corp. - Overview
  • Mitel Networks Corp. - Product / Service
  • Mitel Networks Corp. - Key offerings

• 12.16 NEC Corp.
  • NEC Corp. - Overview
  • NEC Corp. - Business segments
  • NEC Corp. - Key news
  • NEC Corp. - Key offerings
  • NEC Corp. - Segment focus

• 12.17 NICE Ltd.
  • NICE Ltd. - Overview
  • NICE Ltd. - Business segments
  • NICE Ltd. - Key news
  • NICE Ltd. - Key offerings
  • NICE Ltd. - Segment focus

13 Appendix

• 13.1 Scope of the report

• 13.2 Inclusions and exclusions checklist
  • Inclusions checklist
  • Exclusions checklist

• 13.3 Currency conversion rates for US$
  • Currency conversion rates for US$

• 13.4 Research methodology
  • Research methodology

• 13.5 Data procurement
  • Information sources

• 13.6 Data validation
  • Data validation

• 13.7 Validation techniques employed for market sizing
  • Validation techniques employed for market sizing

• 13.8 Data synthesis
  • Data synthesis

• 13.9 360 degree market analysis
  • 360 degree market analysis

• 13.10 List of abbreviations
  • List of abbreviations