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 194 Pages
商品交期: 最快1-2個工作天內
價格
客服中心軟體的全球市場 Contact Center Software
出版日期: 2020年07月01日內容資訊: 英文 194 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

本網頁內容可能與最新版本有所差異。詳細情況請與我們聯繫。

目錄
Product Code: MCP11295

Global Contact Center Software Market to Reach $52.4 Billion by 2027

Amid the COVID-19 crisis, the global market for Contact Center Software estimated at US$20.6 Billion in the year 2020, is projected to reach a revised size of US$52.4 Billion by 2027, growing at aCAGR of 14.3% over the period 2020-2027. Software Solution, one of the segments analyzed in the report, is projected to record 13.1% CAGR and reach US$33 Billion by the end of the analysis period. After an early analysis of the business implications of the pandemic and its induced economic crisis, growth in the Software Services segment is readjusted to a revised 16.6% CAGR for the next 7-year period.

The U.S. Market is Estimated at $6.1 Billion, While China is Forecast to Grow at 13.8% CAGR

The Contact Center Software market in the U.S. is estimated at US$6.1 Billion in the year 2020. China, the world`s second largest economy, is forecast to reach a projected market size of US$9.2 Billion by the year 2027 trailing a CAGR of 13.8% over the analysis period 2020 to 2027. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 12.6% and 12.3% respectively over the 2020-2027 period. Within Europe, Germany is forecast to grow at approximately 10.5% CAGR.We bring years of research experience to this 8th edition of our report. The 194-page report presents concise insights into how the pandemic has impacted production and the buy side for 2020 and 2021. A short-term phased recovery by key geography is also addressed.

Competitors identified in this market include, among others,

  • 3CLogic
  • x, 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. INTRODUCTION, METHODOLOGY & REPORT SCOPE

II. EXECUTIVE SUMMARY

1. MARKET OVERVIEW

  • Global Competitor Market Shares
  • Contact Center Software Competitor Market Share Scenario Worldwide (in %): 2019 & 2025
  • Impact of Covid-19 and a Looming Global Recession

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: 2020-2027
  • TABLE 2: Contact Center Software Global Retrospective Market Scenario in US$ Million by Region/Country: 2012-2019
  • TABLE 3: Contact Center Software Market Share Shift across Key Geographies Worldwide: 2012 VS 2020 VS 2027
  • TABLE 4: Software Solution (Component) World Market by Region/Country in US$ Million: 2020 to 2027
  • TABLE 5: Software Solution (Component) Historic Market Analysis by Region/Country in US$ Million: 2012 to 2019
  • TABLE 6: Software Solution (Component) Market Share Breakdown of Worldwide Sales by Region/Country: 2012 VS 2020 VS 2027
  • TABLE 7: Software Services (Component) Potential Growth Markets Worldwide in US$ Million: 2020 to 2027
  • TABLE 8: Software Services (Component) Historic Market Perspective by Region/Country in US$ Million: 2012 to 2019
  • TABLE 9: Software Services (Component) Market Sales Breakdown by Region/Country in Percentage: 2012 VS 2020 VS 2027
  • TABLE 10: BFSI (Vertical) Global Market Estimates & Forecasts in US$ Million by Region/Country: 2020-2027
  • TABLE 11: BFSI (Vertical) Retrospective Demand Analysis in US$ Million by Region/Country: 2012-2019
  • TABLE 12: BFSI (Vertical) Market Share Breakdown by Region/Country: 2012 VS 2020 VS 2027
  • TABLE 13: Consumer Goods and retail (Vertical) Demand Potential Worldwide in US$ Million by Region/Country: 2020-2027
  • TABLE 14: Consumer Goods and retail (Vertical) Historic Sales Analysis in US$ Million by Region/Country: 2012-2019
  • TABLE 15: Consumer Goods and retail (Vertical) Share Breakdown Review by Region/Country: 2012 VS 2020 VS 2027
  • TABLE 16: Healthcare (Vertical) Worldwide Latent Demand Forecasts in US$ Million by Region/Country: 2020-2027
  • TABLE 17: Healthcare (Vertical) Global Historic Analysis in US$ Million by Region/Country: 2012-2019
  • TABLE 18: Healthcare (Vertical) Distribution of Global Sales by Region/Country: 2012 VS 2020 VS 2027
  • TABLE 19: IT and Telecom (Vertical) Sales Estimates and Forecasts in US$ Million by Region/Country for the Years 2020 through 2027
  • TABLE 20: IT and Telecom (Vertical) Analysis of Historic Sales in US$ Million by Region/Country for the Years 2012 to 2019
  • TABLE 21: IT and Telecom (Vertical) Global Market Share Distribution by Region/Country for 2012, 2020, and 2027
  • TABLE 22: Government (Vertical) Global Opportunity Assessment in US$ Million by Region/Country: 2020-2027
  • TABLE 23: Government (Vertical) Historic Sales Analysis in US$ Million by Region/Country: 2012-2019
  • TABLE 24: Government (Vertical) Percentage Share Breakdown of Global Sales by Region/Country: 2012 VS 2020 VS 2027
  • TABLE 25: Travel and Hospitality (Vertical) Worldwide Sales in US$ Million by Region/Country: 2020-2027
  • TABLE 26: Travel and Hospitality (Vertical) Historic Demand Patterns in US$ Million by Region/Country: 2012-2019
  • TABLE 27: Travel and Hospitality (Vertical) Market Share Shift across Key Geographies: 2012 VS 2020 VS 2027
  • TABLE 28: Media and Entertainment (Vertical) Global Market Estimates & Forecasts in US$ Million by Region/Country: 2020-2027
  • TABLE 29: Media and Entertainment (Vertical) Retrospective Demand Analysis in US$ Million by Region/Country: 2012-2019
  • TABLE 30: Media and Entertainment (Vertical) Market Share Breakdown by Region/Country: 2012 VS 2020 VS 2027
  • TABLE 31: Other Verticals (Vertical) Demand Potential Worldwide in US$ Million by Region/Country: 2020-2027
  • TABLE 32: Other Verticals (Vertical) Historic Sales Analysis in US$ Million by Region/Country: 2012-2019
  • TABLE 33: Other Verticals (Vertical) Share Breakdown Review by Region/Country: 2012 VS 2020 VS 2027

III. MARKET ANALYSIS

  • GEOGRAPHIC MARKET ANALYSIS
  • UNITED STATES
    • Market Facts & Figures
    • US Contact Center Software Market Share (in %) by Company: 2019 & 2025
    • Market Analytics
    • TABLE 34: United States Contact Center Software Market Estimates and Projections in US$ Million by Component: 2020 to 2027
    • TABLE 35: Contact Center Software Market in the United States by Component: A Historic Review in US$ Million for 2012-2019
    • TABLE 36: United States Contact Center Software Market Share Breakdown by Component: 2012 VS 2020 VS 2027
    • TABLE 37: United States Contact Center Software Latent Demand Forecasts in US$ Million by Vertical: 2020 to 2027
    • TABLE 38: Contact Center Software Historic Demand Patterns in the United States by Vertical in US$ Million for 2012-2019
    • TABLE 39: Contact Center Software Market Share Breakdown in the United States by Vertical: 2012 VS 2020 VS 2027
  • CANADA
    • TABLE 40: Canadian Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2020 to 2027
    • TABLE 41: Canadian Contact Center Software Historic Market Review by Component in US$ Million: 2012-2019
    • TABLE 42: Contact Center Software Market in Canada: Percentage Share Breakdown of Sales by Component for 2012, 2020, and 2027
    • TABLE 43: Canadian Contact Center Software Market Quantitative Demand Analysis in US$ Million by Vertical: 2020 to 2027
    • TABLE 44: Contact Center Software Market in Canada: Summarization of Historic Demand Patterns in US$ Million by Vertical for 2012-2019
    • TABLE 45: Canadian Contact Center Software Market Share Analysis by Vertical: 2012 VS 2020 VS 2027
  • JAPAN
    • TABLE 46: Japanese Market for Contact Center Software: Annual Sales Estimates and Projections in US$ Million by Component for the Period 2020-2027
    • TABLE 47: Contact Center Software Market in Japan: Historic Sales Analysis in US$ Million by Component for the Period 2012-2019
    • TABLE 48: Japanese Contact Center Software Market Share Analysis by Component: 2012 VS 2020 VS 2027
    • TABLE 49: Japanese Demand Estimates and Forecasts for Contact Center Software in US$ Million by Vertical: 2020 to 2027
    • TABLE 50: Japanese Contact Center Software Market in US$ Million by Vertical: 2012-2019
    • TABLE 51: Contact Center Software Market Share Shift in Japan by Vertical: 2012 VS 2020 VS 2027
  • CHINA
    • TABLE 52: Chinese Contact Center Software Market Growth Prospects in US$ Million by Component for the Period 2020-2027
    • TABLE 53: Contact Center Software Historic Market Analysis in China in US$ Million by Component: 2012-2019
    • TABLE 54: Chinese Contact Center Software Market by Component: Percentage Breakdown of Sales for 2012, 2020, and 2027
    • TABLE 55: Chinese Demand for Contact Center Software in US$ Million by Vertical: 2020 to 2027
    • TABLE 56: Contact Center Software Market Review in China in US$ Million by Vertical: 2012-2019
    • TABLE 57: Chinese Contact Center Software Market Share Breakdown by Vertical: 2012 VS 2020 VS 2027
  • EUROPE
    • Market Facts & Figures
    • European Contact Center Software Market: Competitor Market Share Scenario (in %) for 2019 & 2025
    • Market Analytics
    • TABLE 58: European Contact Center Software Market Demand Scenario in US$ Million by Region/Country: 2020-2027
    • TABLE 59: Contact Center Software Market in Europe: A Historic Market Perspective in US$ Million by Region/Country for the Period 2012-2019
    • TABLE 60: European Contact Center Software Market Share Shift by Region/Country: 2012 VS 2020 VS 2027
    • TABLE 61: European Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2020-2027
    • TABLE 62: Contact Center Software Market in Europe in US$ Million by Component: A Historic Review for the Period 2012-2019
    • TABLE 63: European Contact Center Software Market Share Breakdown by Component: 2012 VS 2020 VS 2027
    • TABLE 64: European Contact Center Software Addressable Market Opportunity in US$ Million by Vertical: 2020-2027
    • TABLE 65: Contact Center Software Market in Europe: Summarization of Historic Demand in US$ Million by Vertical for the Period 2012-2019
    • TABLE 66: European Contact Center Software Market Share Analysis by Vertical: 2012 VS 2020 VS 2027
  • FRANCE
    • TABLE 67: Contact Center Software Market in France by Component: Estimates and Projections in US$ Million for the Period 2020-2027
    • TABLE 68: French Contact Center Software Historic Market Scenario in US$ Million by Component: 2012-2019
    • TABLE 69: French Contact Center Software Market Share Analysis by Component: 2012 VS 2020 VS 2027
    • TABLE 70: Contact Center Software Quantitative Demand Analysis in France in US$ Million by Vertical: 2020-2027
    • TABLE 71: French Contact Center Software Historic Market Review in US$ Million by Vertical: 2012-2019
    • TABLE 72: French Contact Center Software Market Share Analysis: A 17-Year Perspective by Vertical for 2012, 2020, and 2027
  • GERMANY
    • TABLE 73: Contact Center Software Market in Germany: Recent Past, Current and Future Analysis in US$ Million by Component for the Period 2020-2027
    • TABLE 74: German Contact Center Software Historic Market Analysis in US$ Million by Component: 2012-2019
    • TABLE 75: German Contact Center Software Market Share Breakdown by Component: 2012 VS 2020 VS 2027
    • TABLE 76: Contact Center Software Market in Germany: Annual Sales Estimates and Forecasts in US$ Million by Vertical for the Period 2020-2027
    • TABLE 77: German Contact Center Software Market in Retrospect in US$ Million by Vertical: 2012-2019
    • TABLE 78: Contact Center Software Market Share Distribution in Germany by Vertical: 2012 VS 2020 VS 2027
  • ITALY
    • TABLE 79: Italian Contact Center Software Market Growth Prospects in US$ Million by Component for the Period 2020-2027
    • TABLE 80: Contact Center Software Historic Market Analysis in Italy in US$ Million by Component: 2012-2019
    • TABLE 81: Italian Contact Center Software Market by Component: Percentage Breakdown of Sales for 2012, 2020, and 2027
    • TABLE 82: Italian Demand for Contact Center Software in US$ Million by Vertical: 2020 to 2027
    • TABLE 83: Contact Center Software Market Review in Italy in US$ Million by Vertical: 2012-2019
    • TABLE 84: Italian Contact Center Software Market Share Breakdown by Vertical: 2012 VS 2020 VS 2027
  • UNITED KINGDOM
    • TABLE 85: United Kingdom Market for Contact Center Software: Annual Sales Estimates and Projections in US$ Million by Component for the Period 2020-2027
    • TABLE 86: Contact Center Software Market in the United Kingdom: Historic Sales Analysis in US$ Million by Component for the Period 2012-2019
    • TABLE 87: United Kingdom Contact Center Software Market Share Analysis by Component: 2012 VS 2020 VS 2027
    • TABLE 88: United Kingdom Demand Estimates and Forecasts for Contact Center Software in US$ Million by Vertical: 2020 to 2027
    • TABLE 89: United Kingdom Contact Center Software Market in US$ Million by Vertical: 2012-2019
    • TABLE 90: Contact Center Software Market Share Shift in the United Kingdom by Vertical: 2012 VS 2020 VS 2027
  • REST OF EUROPE
    • TABLE 91: Rest of Europe Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2020-2027
    • TABLE 92: Contact Center Software Market in Rest of Europe in US$ Million by Component: A Historic Review for the Period 2012-2019
    • TABLE 93: Rest of Europe Contact Center Software Market Share Breakdown by Component: 2012 VS 2020 VS 2027
    • TABLE 94: Rest of Europe Contact Center Software Addressable Market Opportunity in US$ Million by Vertical: 2020-2027
    • TABLE 95: Contact Center Software Market in Rest of Europe: Summarization of Historic Demand in US$ Million by Vertical for the Period 2012-2019
    • TABLE 96: Rest of Europe Contact Center Software Market Share Analysis by Vertical: 2012 VS 2020 VS 2027
  • ASIA-PACIFIC
    • TABLE 97: Contact Center Software Market in Asia-Pacific by Component: Estimates and Projections in US$ Million for the Period 2020-2027
    • TABLE 98: Asia-Pacific Contact Center Software Historic Market Scenario in US$ Million by Component: 2012-2019
    • TABLE 99: Asia-Pacific Contact Center Software Market Share Analysis by Component: 2012 VS 2020 VS 2027
    • TABLE 100: Contact Center Software Quantitative Demand Analysis in Asia-Pacific in US$ Million by Vertical: 2020-2027
    • TABLE 101: Asia-Pacific Contact Center Software Historic Market Review in US$ Million by Vertical: 2012-2019
    • TABLE 102: Asia-Pacific Contact Center Software Market Share Analysis: A 17-Year Perspectiveby Vertical for 2012, 2020, and 2027
  • REST OF WORLD
    • TABLE 103: Rest of World Contact Center Software Market Estimates and Forecasts in US$ Million by Component: 2020 to 2027
    • TABLE 104: Rest of World Contact Center Software Historic Market Review by Component in US$ Million: 2012-2019
    • TABLE 105: Contact Center Software Market in Rest of World: Percentage Share Breakdown of Sales by Component for 2012, 2020, and 2027
    • TABLE 106: Rest of World Contact Center Software Market Quantitative Demand Analysis in US$ Million by Vertical: 2020 to 2027
    • TABLE 107: Contact Center Software Market in Rest of World: Summarization of Historic Demand Patterns in US$ Million by Vertical for 2012-2019
    • TABLE 108: Rest of World Contact Center Software Market Share Analysis by Vertical: 2012 VS 2020 VS 2027

IV. COMPETITION

  • Total Companies Profiled: 47