市場調查報告書

客服中心軟體的全球市場

Contact Center Software

出版商 Global Industry Analysts, Inc. 商品編碼 901919
出版日期 內容資訊 英文 166 Pages
商品交期: 最快1-2個工作天內
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客服中心軟體的全球市場 Contact Center Software
出版日期: 2019年10月01日內容資訊: 英文 166 Pages
簡介

全球客服中心軟體市場預計將以15.1%的年複合成長率發展,並成長到299億美元的規模。各地區中,美國維持16.2%的年複合成長率,德國市場今後5∼6年將創造12億美元據信將增強在歐洲市場的影響力。日本的軟體解決方案市場,預計至調查期間後半達到22億美元的規模。世界第2名的經濟大國,作為全球市場的新改變遊戲規則者的中國預計今後數年將以14.9%的年複合成長率成長。

本報告提供全球客服中心軟體市場調查,市場概要,市場佔有率分析,各解決方案、服務、地區、國家詳細趨勢,競爭情形,主要企業的簡介等全面性資訊。

目錄

第1章 調查手法

第2章 摘要整理

  • 市場概要
    • 競爭企業的市場佔有率
    • 競爭企業的市場佔有率:方案分析
    • 競爭企業的市場佔有率:各市場區隔
    • 軟體解決方案的市場佔有率
    • 軟體服務的市場佔有率
  • 關注企業
  • 市場趨勢和成長要素
  • 全球市場預測

第3章 市場分析

  • 市場分析:各地區
  • 美國
    • 市場概要
    • 企業的市場佔有率
    • 軟體解決方案:主要企業的市場佔有率分析
    • 軟體服務:收益佔有率分析
  • 加拿大
  • 日本
  • 中國
  • 歐洲
  • 法國
  • 德國
  • 義大利
  • 英國
  • 其他的歐洲地區
  • 亞太地區
  • 其他地區

第4章 競爭情形

  • 3CLOGIC
  • 8X8
  • ALCATEL-LUCENT ENTERPRISE
  • AMEYO (DRISHTI-SOFT SOLUTION PVT. LTD.)
  • ASPECT SOFTWARE
  • AVAYA
  • BT GROUP PLC
  • CISCO SYSTEMS
  • ENGHOUSE INTERACTIVE
  • FENERO
  • FIVE9
  • GENESYS
  • HUAWEI TECHNOLOGIES
  • IBM CORPORATION
  • MITEL NETWORKS CORPORATION
  • NEC CORPORATION
  • NICE
  • ORACLE CORPORATION
  • RINGCENTRAL
  • SAP SE
  • SOLGARI
  • TOP DOWN SYSTEMS CORPORATION
  • UNIFY SOFTWARE AND SOLUTIONS GMBH & CO. KG
  • VOCALCOM
  • VERIZON COMMUNICATIONS
  • WEST CORPORATION
  • ZTE CORPORATION
  • ZENDESK, INC.

第5章 調查資料

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目錄
Product Code: MCP11295

Contact Center Software market worldwide is projected to grow by US$29.9 Billion, driven by a compounded growth of 15.1%. Software Solution, one of the segments analyzed and sized in this study, displays the potential to grow at over 13.9%. The shifting dynamics supporting this growth makes it critical for businesses in this space to keep abreast of the changing pulse of the market. Poised to reach over US$30.4 Billion by the year 2025, Software Solution will bring in healthy gains adding significant momentum to global growth.

Representing the developed world, the United States will maintain a 16.2% growth momentum. Within Europe, which continues to remain an important element in the world economy, Germany will add over US$1.2 Billion to the region's size and clout in the next 5 to 6 years. Over US$1.4 Billion worth of projected demand in the region will come from Rest of Europe markets. In Japan, Software Solution will reach a market size of US$2.2 Billion by the close of the analysis period. As the world's second largest economy and the new game changer in global markets, China exhibits the potential to grow at 14.9% over the next couple of years and add approximately US$5.3 Billion in terms of addressable opportunity for the picking by aspiring businesses and their astute leaders. Presented in visually rich graphics are these and many more need-to-know quantitative data important in ensuring quality of strategy decisions, be it entry into new markets or allocation of resources within a portfolio. Several macroeconomic factors and internal market forces will shape growth and development of demand patterns in emerging countries in Asia-Pacific. All research viewpoints presented are based on validated engagements from influencers in the market, whose opinions supersede all other research methodologies.

Competitors identified in this market include, among others, 3CLogic; 8x8, Inc.; Alcatel-Lucent Enterprise; Ameyo (Drishti-soft Solution Pvt. Ltd.); Aspect Software, Inc.; Avaya, Inc.; BT Group plc; Cisco Systems, Inc.; Enghouse Interactive; Fenero, Inc.; Five9, Inc.; Genesys; Huawei Technologies Co., Ltd.; IBM Corporation; Mitel Networks Corp.; NEC Corporation; NICE Ltd.; Oracle Corporation; RingCentral, Inc; SAP SE; Solgari; Top Down Systems Corporation; Unify is part of Atos Group; Verizon Communications Inc.; Vocalcom Group; West Corporation; Zendesk, Inc.; ZTE Corporation

TABLE OF CONTENTS

I. METHODOLOGY

II. EXECUTIVE SUMMARY

1. MARKET OVERVIEW

  • Global Competitor Market Shares
  • Contact Center Software Competitor Market Share Scenario Worldwide (in %): 2019 & 2025

2. FOCUS ON SELECT PLAYERS

3. MARKET TRENDS & DRIVERS

4. GLOBAL MARKET PERSPECTIVE

  • TABLE 1: Contact Center Software Global Market Estimates and Forecasts in US$ Million by Region/Country: 2018-2025
  • TABLE 2: Contact Center Software Global Retrospective Market Scenario in US$ Million by Region/Country: 2009-2017
  • TABLE 3: Contact Center Software Market Share Shift across Key Geographies Worldwide: 2009 VS 2019 VS 2025
  • TABLE 4: Software Solution (Component) World Market by Region/Country in US$ Million: 2018 to 2025
  • TABLE 5: Software Solution (Component) Historic Market Analysis by Region/Country in US$ Million: 2009 to 2017
  • TABLE 6: Software Solution (Component) Market Share Breakdown of Worldwide Sales by Region/Country: 2009 VS 2019 VS 2025
  • TABLE 7: Software Services (Component) Potential Growth Markets Worldwide in US$ Million: 2018 to 2025
  • TABLE 8: Software Services (Component) Historic Market Perspective by Region/Country in US$ Million: 2009 to 2017
  • TABLE 9: Software Services (Component) Market Sales Breakdown by Region/Country in Percentage: 2009 VS 2019 VS 2025
  • TABLE 10: BFSI (Vertical) Global Market Estimates & Forecasts in US$ Million by Region/Country: 2018-2025
  • TABLE 11: BFSI (Vertical) Retrospective Demand Analysis in US$ Million by Region/Country: 2009-2017
  • TABLE 12: BFSI (Vertical) Market Share Breakdown by Region/Country: 2009 VS 2019 VS 2025
  • TABLE 13: Consumer Goods and retail (Vertical) Demand Potential Worldwide in US$ Million by Region/Country: 2018-2025
  • TABLE 14: Consumer Goods and retail (Vertical) Historic Sales Analysis in US$ Million by Region/Country: 2009-2017
  • TABLE 15: Consumer Goods and retail (Vertical) Share Breakdown Review by Region/Country: 2009 VS 2019 VS 2025
  • TABLE 16: Healthcare (Vertical) Worldwide Latent Demand Forecasts in US$ Million by Region/Country: 2018-2025
  • TABLE 17: Healthcare (Vertical) Global Historic Analysis in US$ Million by Region/Country: 2009-2017
  • TABLE 18: Healthcare (Vertical) Distribution of Global Sales by Region/Country: 2009 VS 2019 VS 2025
  • TABLE 19: IT and Telecom (Vertical) Sales Estimates and Forecasts in US$ Million by Region/Country for the Years 2018 through 2025
  • TABLE 20: IT and Telecom (Vertical) Analysis of Historic Sales in US$ Million by Region/Country for the Years 2009 to 2017
  • TABLE 21: IT and Telecom (Vertical) Global Market Share Distribution by Region/Country for 2009, 2019, and 2025
  • TABLE 22: Government (Vertical) Global Opportunity Assessment in US$ Million by Region/Country: 2018-2025
  • TABLE 23: Government (Vertical) Historic Sales Analysis in US$ Million by Region/Country: 2009-2017
  • TABLE 24: Government (Vertical) Percentage Share Breakdown of Global Sales by Region/Country: 2009 VS 2019 VS 2025
  • TABLE 25: Travel and Hospitality (Vertical) Worldwide Sales in US$ Million by Region/Country: 2018-2025
  • TABLE 26: Travel and Hospitality (Vertical) Historic Demand Patterns in US$ Million by Region/Country: 2009-2017
  • TABLE 27: Travel and Hospitality (Vertical) Market Share Shift across Key Geographies: 2009 VS 2019 VS 2025
  • TABLE 28: Media and Entertainment (Vertical) Global Market Estimates & Forecasts in US$ Million by Region/Country: 2018-2025
  • TABLE 29: Media and Entertainment (Vertical) Retrospective Demand Analysis in US$ Million by Region/Country: 2009-2017
  • TABLE 30: Media and Entertainment (Vertical) Market Share Breakdown by Region/Country: 2009 VS 2019 VS 2025
  • TABLE 31: Other Verticals (Vertical) Demand Potential Worldwide in US$ Million by Region/Country: 2018-2025
  • TABLE 32: Other Verticals (Vertical) Historic Sales Analysis in US$ Million by Region/Country: 2009-2017
  • TABLE 33: Other Verticals (Vertical) Share Breakdown Review by Region/Country: 2009 VS 2019 VS 2025

III. MARKET ANALYSIS

  • GEOGRAPHIC MARKET ANALYSIS
  • UNITED STATES
    • Market Facts & Figures
    • US Contact Center Software Market Share (in %) by Company: 2019 & 2025
    • TABLE 34: United States Contact Center Software Market Estimates and Projections in US$ Million by Component: 2018 to 2025
    • TABLE 35: Contact Center Software Market in the United States by Component: A Historic Review in US$ Million for 2009-2017
    • TABLE 36: United States Contact Center Software Market Share Breakdown by Component: 2009 VS 2019 VS 2025
    • TABLE 37: United States Contact Center Software Latent Demand Forecasts in US$ Million by Vertical: 2018 to 2025
    • TABLE 38: Contact Center Software Historic Demand Patterns in the United States by Vertical in US$ Million for 2009-2017
    • TABLE 39: Contact Center Software Market Share Breakdown in the United States by Vertical: 2009 VS 2019 VS 2025
  • CANADA
    • TABLE 40: Canadian Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2018 to 2025
    • TABLE 41: Canadian Contact Center Software Historic Market Review by Component in US$ Million: 2009-2017
    • TABLE 42: Contact Center Software Market in Canada: Percentage Share Breakdown of Sales by Component for 2009, 2019, and 2025
    • TABLE 43: Canadian Contact Center Software Market Quantitative Demand Analysis in US$ Million by Vertical: 2018 to 2025
    • TABLE 44: Contact Center Software Market in Canada: Summarization of Historic Demand Patterns in US$ Million by Vertical for 2009-2017
    • TABLE 45: Canadian Contact Center Software Market Share Analysis by Vertical: 2009 VS 2019 VS 2025
  • JAPAN
    • TABLE 46: Japanese Market for Contact Center Software: Annual Sales Estimates and Projections in US$ Million by Component for the Period 2018-2025
    • TABLE 47: Contact Center Software Market in Japan: Historic Sales Analysis in US$ Million by Component for the Period 2009-2017
    • TABLE 48: Japanese Contact Center Software Market Share Analysis by Component: 2009 VS 2019 VS 2025
    • TABLE 49: Japanese Demand Estimates and Forecasts for Contact Center Software in US$ Million by Vertical: 2018 to 2025
    • TABLE 50: Japanese Contact Center Software Market in US$ Million by Vertical: 2009-2017
    • TABLE 51: Contact Center Software Market Share Shift in Japan by Vertical: 2009 VS 2019 VS 2025
  • CHINA
    • TABLE 52: Chinese Contact Center Software Market Growth Prospects in US$ Million by Component for the Period 2018-2025
    • TABLE 53: Contact Center Software Historic Market Analysis in China in US$ Million by Component: 2009-2017
    • TABLE 54: Chinese Contact Center Software Market by Component: Percentage Breakdown of Sales for 2009, 2019, and 2025
    • TABLE 55: Chinese Demand for Contact Center Software in US$ Million by Vertical: 2018 to 2025
    • TABLE 56: Contact Center Software Market Review in China in US$ Million by Vertical: 2009-2017
    • TABLE 57: Chinese Contact Center Software Market Share Breakdown by Vertical: 2009 VS 2019 VS 2025
  • EUROPE
    • Market Facts & Figures
    • European Contact Center Software Market: Competitor Market Share Scenario (in %) for 2019 & 2025
    • TABLE 58: European Contact Center Software Market Demand Scenario in US$ Million by Region/Country: 2018-2025
    • TABLE 59: Contact Center Software Market in Europe: A Historic Market Perspective in US$ Million by Region/Country for the Period 2009-2017
    • TABLE 60: European Contact Center Software Market Share Shift by Region/Country: 2009 VS 2019 VS 2025
    • TABLE 61: European Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2018-2025
    • TABLE 62: Contact Center Software Market in Europe in US$ Million by Component: A Historic Review for the Period 2009-2017
    • TABLE 63: European Contact Center Software Market Share Breakdown by Component: 2009 VS 2019 VS 2025
    • TABLE 64: European Contact Center Software Addressable Market Opportunity in US$ Million by Vertical: 2018-2025
    • TABLE 65: Contact Center Software Market in Europe: Summarization of Historic Demand in US$ Million by Vertical for the Period 2009-2017
    • TABLE 66: European Contact Center Software Market Share Analysis by Vertical: 2009 VS 2019 VS 2025
  • FRANCE
    • TABLE 67: Contact Center Software Market in France by Component: Estimates and Projections in US$ Million for the Period 2018-2025
    • TABLE 68: French Contact Center Software Historic Market Scenario in US$ Million by Component: 2009-2017
    • TABLE 69: French Contact Center Software Market Share Analysis by Component: 2009 VS 2019 VS 2025
    • TABLE 70: Contact Center Software Quantitative Demand Analysis in France in US$ Million by Vertical: 2018-2025
    • TABLE 71: French Contact Center Software Historic Market Review in US$ Million by Vertical: 2009-2017
    • TABLE 72: French Contact Center Software Market Share Analysis: A 17-Year Perspective by Vertical for 2009, 2019, and 2025
  • GERMANY
    • TABLE 73: Contact Center Software Market in Germany: Recent Past, Current and Future Analysis in US$ Million by Component for the Period 2018-2025
    • TABLE 74: German Contact Center Software Historic Market Analysis in US$ Million by Component: 2009-2017
    • TABLE 75: German Contact Center Software Market Share Breakdown by Component: 2009 VS 2019 VS 2025
    • TABLE 76: Contact Center Software Market in Germany: Annual Sales Estimates and Forecasts in US$ Million by Vertical for the Period 2018-2025
    • TABLE 77: German Contact Center Software Market in Retrospect in US$ Million by Vertical: 2009-2017
    • TABLE 78: Contact Center Software Market Share Distribution in Germany by Vertical: 2009 VS 2019 VS 2025
  • ITALY
    • TABLE 79: Italian Contact Center Software Market Growth Prospects in US$ Million by Component for the Period 2018-2025
    • TABLE 80: Contact Center Software Historic Market Analysis in Italy in US$ Million by Component: 2009-2017
    • TABLE 81: Italian Contact Center Software Market by Component: Percentage Breakdown of Sales for 2009, 2019, and 2025
    • TABLE 82: Italian Demand for Contact Center Software in US$ Million by Vertical: 2018 to 2025
    • TABLE 83: Contact Center Software Market Review in Italy in US$ Million by Vertical: 2009-2017
    • TABLE 84: Italian Contact Center Software Market Share Breakdown by Vertical: 2009 VS 2019 VS 2025
  • UNITED KINGDOM
    • TABLE 85: United Kingdom Market for Contact Center Software: Annual Sales Estimates and Projections in US$ Million by Component for the Period 2018-2025
    • TABLE 86: Contact Center Software Market in the United Kingdom: Historic Sales Analysis in US$ Million by Component for the Period 2009-2017
    • TABLE 87: United Kingdom Contact Center Software Market Share Analysis by Component: 2009 VS 2019 VS 2025
    • TABLE 88: United Kingdom Demand Estimates and Forecasts for Contact Center Software in US$ Million by Vertical: 2018 to 2025
    • TABLE 89: United Kingdom Contact Center Software Market in US$ Million by Vertical: 2009-2017
    • TABLE 90: Contact Center Software Market Share Shift in the United Kingdom by Vertical: 2009 VS 2019 VS 2025
  • REST OF EUROPE
    • TABLE 91: Rest of Europe Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2018-2025
    • TABLE 92: Contact Center Software Market in Rest of Europe in US$ Million by Component: A Historic Review for the Period 2009-2017
    • TABLE 93: Rest of Europe Contact Center Software Market Share Breakdown by Component: 2009 VS 2019 VS 2025
    • TABLE 94: Rest of Europe Contact Center Software Addressable Market Opportunity in US$ Million by Vertical: 2018-2025
    • TABLE 95: Contact Center Software Market in Rest of Europe: Summarization of Historic Demand in US$ Million by Vertical for the Period 2009-2017
    • TABLE 96: Rest of Europe Contact Center Software Market Share Analysis by Vertical: 2009 VS 2019 VS 2025
  • ASIA-PACIFIC
    • TABLE 97: Contact Center Software Market in Asia-Pacific by Component: Estimates and Projections in US$ Million for the Period 2018-2025
    • TABLE 98: Asia-Pacific Contact Center Software Historic Market Scenario in US$ Million by Component: 2009-2017
    • TABLE 99: Asia-Pacific Contact Center Software Market Share Analysis by Component: 2009 VS 2019 VS 2025
    • TABLE 100: Contact Center Software Quantitative Demand Analysis in Asia-Pacific in US$ Million by Vertical: 2018-2025
    • TABLE 101: Asia-Pacific Contact Center Software Historic Market Review in US$ Million by Vertical: 2009-2017
    • TABLE 102: Asia-Pacific Contact Center Software Market Share Analysis: A 17-Year Perspective by Vertical for 2009, 2019, and 2025
  • REST OF WORLD
    • TABLE 103: Rest of World Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2018 to 2025
    • TABLE 104: Rest of World Contact Center Software Historic Market Review by Component in US$ Million: 2009-2017
    • TABLE 105: Contact Center Software Market in Rest of World: Percentage Share Breakdown of Sales by Component for 2009, 2019, and 2025
    • TABLE 106: Rest of World Contact Center Software Market Quantitative Demand Analysis in US$ Million by Vertical: 2018 to 2025
    • TABLE 107: Contact Center Software Market in Rest of World: Summarization of Historic Demand Patterns in US$ Million by Vertical for 2009-2017
    • TABLE 108: Rest of World Contact Center Software Market Share Analysis by Vertical: 2009 VS 2019 VS 2025

IV. COMPETITION

  • 3CLOGIC
  • 8X8
  • ALCATEL-LUCENT ENTERPRISE
  • AMEYO (DRISHTI-SOFT SOLUTION PVT. LTD.)
  • ASPECT SOFTWARE
  • AVAYA
  • BT GROUP PLC
  • CISCO SYSTEMS
  • ENGHOUSE INTERACTIVE
  • FENERO
  • FIVE9
  • GENESYS
  • HUAWEI TECHNOLOGIES
  • IBM CORPORATION
  • MITEL NETWORKS CORPORATION
  • NEC CORPORATION
  • NICE
  • ORACLE CORPORATION
  • RINGCENTRAL
  • SAP SE
  • SOLGARI
  • TOP DOWN SYSTEMS CORPORATION
  • UNIFY SOFTWARE AND SOLUTIONS GMBH & CO. KG
  • VOCALCOM
  • VERIZON COMMUNICATIONS
  • WEST CORPORATION
  • ZTE CORPORATION
  • ZENDESK, INC.

V. CURATED RESEARCH

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