Global Contact Center Systems

Contact Center Systems Comprehensive Study by Type (Cloud, On Premise), Application (Customer experience management, Automatic call distributor, Real-time monitoring and reporting, Log management, Risk and compliance management, Workforce optimization), Organization type (SMEs, Large enterprises), Component (Solutions, Services), End user (Banking, Financial Services, and Insurance, IT and Telecom, Government, Healthcare, Consumer Goods and Retail, Travel and Hospitality, Media and Entertainment) Players and Region - Global Market Outlook to 2026

Contact Center Systems Market by XX Submarkets | Forecast Years 2022-2027  

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  • Summary
  • Market Segments
  • Table of Content
  • List of Table & Figures
  • Players Profiled
What is Contact Center Systems?
Contact Center System provides call and contact routing to the resource and manages the contact traffic. It also provides inbound handling and contact distribution. This software is a switch based processor system located at the third party site which can support PBX or automatic call distributor installation. Additionally, Contact center system generates reports of historical activities and contains the features such as real time monitoring, agent status lookup, viewing the number of contacts in the queue and change agent status. Rising customer preferences is causing the adoption of contact center system.

The market study is broken down by Type (Cloud and On Premise), by Application (Customer experience management, Automatic call distributor, Real-time monitoring and reporting, Log management, Risk and compliance management and Workforce optimization) and major geographies with country level break-up.

Analysts at AMA Research estimates that Players from United States will contribute to the maximum growth of Global Contact Center Systems market throughout the predicted period. Established and emerging Players should take a closer view at their existing organizations and reinvent traditional business and operating models to adapt to the future.

IBM (United States), Microsoft Corporation (United States), Cisco Systems (United States), Oracle (United States), Alcatel-Lucent Enterprise (France), Avaya, Inc. (United States), Enghouse Interactive, Inc. (United States), Five9, Inc. (United States), Genesys (United States) and inContact (United States) are some of the key players that are part of study coverage. Additionally, the Players which are also part of the research coverage are Mitel Corporation (Canada), SAP SE (Germany), Nice Systems Ltd (Israel), Huawei Technologies Co., Ltd (China), 3CLogic (United States), Aspect Software (United States) and NEC Corporation (Japan).

Segmentation Overview
AdvanceMarketAnalytics has segmented the market of Global Contact Center Systems market by Type, Application and Region.

On the basis of geography, the market of Contact Center Systems has been segmented into South America (Brazil, Argentina, Rest of South America), Asia Pacific (China, Japan, India, South Korea, Taiwan, Australia, Rest of Asia-Pacific), Europe (Germany, France, Italy, United Kingdom, Netherlands, Rest of Europe), MEA (Middle East, Africa), North America (United States, Canada, Mexico). If we see Market by Organization type, the sub-segment i.e. SMEs will boost the Contact Center Systems market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth. If we see Market by Component, the sub-segment i.e. Solutions will boost the Contact Center Systems market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth. If we see Market by End user, the sub-segment i.e. Banking, Financial Services, and Insurance will boost the Contact Center Systems market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth.




Market Trend
  • Adoption of cloud based contact center systems
  • Rising adoption of social media platform and mobile analytics

Market Drivers
  • Rising IT and telecom sectors are contributing towards the growth of this market
  • Need of improving business sales by knowing the customers preferences and solving queries

Opportunities
  • Rising need of better customer experience management solutions

Restraints
  • High costs related to the contact center system

Challenges
  • Issues related to the data privacy may hamper the market
  • Stiff competition due to availability of major players


Key Target Audience
Manufacturers, Raw Material Suppliers, Distributors and Traders, Research Organisations, Government Agencies and Organisations

About Approach
To evaluate and validate the market size various sources including primary and secondary analysis is utilized. AMA Research follows regulatory standards such as NAICS/SIC/ICB/TRCB, to have the better understanding of the market. The market study is conducted on basis of more than 200 companies dealing in the market regional as well as global areas with purpose to understand company’s positioning regarding market value, volume and their market share for regional as well as global.

Further to bring relevance specific to any niche market we set and apply number of criteria like Geographic Footprints, Regional Segments of Revenue, Operational Centres, etc. The next step is to finalize a team (In-House + Data Agencies) who then starts collecting C & D level executives and profiles, Industry experts, Opinion leaders etc. and work towards appointment generation.

The primary research is performed by taking the interviews of executives of various companies dealing in the market as well as using the survey reports, research institute, and latest research reports. Meanwhile, analyst team keeps preparing set of questionnaires and after getting appointee list; the target audience are then tapped and segregated with various mediums and channels that are feasible for making connection that includes email communication, telephonic, skype, LinkedIn Group & InMail, Community Forums, Community Forums, open Survey, SurveyMonkey etc.

Report Objectives / Segmentation Covered

By Type
  • Cloud
  • On Premise
By Application
  • Customer experience management
  • Automatic call distributor
  • Real-time monitoring and reporting
  • Log management
  • Risk and compliance management
  • Workforce optimization
By Organization type
  • SMEs
  • Large enterprises

By Component
  • Solutions
  • Services

By End user
  • Banking, Financial Services, and Insurance
  • IT and Telecom
  • Government
  • Healthcare
  • Consumer Goods and Retail
  • Travel and Hospitality
  • Media and Entertainment

By Regions
  • South America
    • Brazil
    • Argentina
    • Rest of South America
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Taiwan
    • Australia
    • Rest of Asia-Pacific
  • Europe
    • Germany
    • France
    • Italy
    • United Kingdom
    • Netherlands
    • Rest of Europe
  • MEA
    • Middle East
    • Africa
  • North America
    • United States
    • Canada
    • Mexico
  • 1. Market Overview
    • 1.1. Introduction
    • 1.2. Scope/Objective of the Study
      • 1.2.1. Research Objective
  • 2. Executive Summary
    • 2.1. Introduction
  • 3. Market Dynamics
    • 3.1. Introduction
    • 3.2. Market Drivers
      • 3.2.1. Rising IT and telecom sectors are contributing towards the growth of this market
      • 3.2.2. Need of improving business sales by knowing the customers preferences and solving queries
    • 3.3. Market Challenges
      • 3.3.1. Issues related to the data privacy may hamper the market
      • 3.3.2. Stiff competition due to availability of major players
    • 3.4. Market Trends
      • 3.4.1. Adoption of cloud based contact center systems
      • 3.4.2. Rising adoption of social media platform and mobile analytics
  • 4. Market Factor Analysis
    • 4.1. Porters Five Forces
    • 4.2. Supply/Value Chain
    • 4.3. PESTEL analysis
    • 4.4. Market Entropy
    • 4.5. Patent/Trademark Analysis
  • 5. Global Contact Center Systems, by Type, Application, Organization type, Component, End user and Region (value) (2015-2020)
    • 5.1. Introduction
    • 5.2. Global Contact Center Systems (Value)
      • 5.2.1. Global Contact Center Systems by: Type (Value)
        • 5.2.1.1. Cloud
        • 5.2.1.2. On Premise
      • 5.2.2. Global Contact Center Systems by: Application (Value)
        • 5.2.2.1. Customer experience management
        • 5.2.2.2. Automatic call distributor
        • 5.2.2.3. Real-time monitoring and reporting
        • 5.2.2.4. Log management
        • 5.2.2.5. Risk and compliance management
        • 5.2.2.6. Workforce optimization
      • 5.2.3. Global Contact Center Systems by: Organization type (Value)
        • 5.2.3.1. SMEs
        • 5.2.3.2. Large enterprises
      • 5.2.4. Global Contact Center Systems by: Component (Value)
        • 5.2.4.1. Solutions
        • 5.2.4.2. Services
      • 5.2.5. Global Contact Center Systems by: End user (Value)
        • 5.2.5.1. Banking, Financial Services, and Insurance
        • 5.2.5.2. IT and Telecom
        • 5.2.5.3. Government
        • 5.2.5.4. Healthcare
        • 5.2.5.5. Consumer Goods and Retail
        • 5.2.5.6. Travel and Hospitality
        • 5.2.5.7. Media and Entertainment
      • 5.2.6. Global Contact Center Systems Region
        • 5.2.6.1. South America
          • 5.2.6.1.1. Brazil
          • 5.2.6.1.2. Argentina
          • 5.2.6.1.3. Rest of South America
        • 5.2.6.2. Asia Pacific
          • 5.2.6.2.1. China
          • 5.2.6.2.2. Japan
          • 5.2.6.2.3. India
          • 5.2.6.2.4. South Korea
          • 5.2.6.2.5. Taiwan
          • 5.2.6.2.6. Australia
          • 5.2.6.2.7. Rest of Asia-Pacific
        • 5.2.6.3. Europe
          • 5.2.6.3.1. Germany
          • 5.2.6.3.2. France
          • 5.2.6.3.3. Italy
          • 5.2.6.3.4. United Kingdom
          • 5.2.6.3.5. Netherlands
          • 5.2.6.3.6. Rest of Europe
        • 5.2.6.4. MEA
          • 5.2.6.4.1. Middle East
          • 5.2.6.4.2. Africa
        • 5.2.6.5. North America
          • 5.2.6.5.1. United States
          • 5.2.6.5.2. Canada
          • 5.2.6.5.3. Mexico
  • 6. Contact Center Systems: Manufacturers/Players Analysis
    • 6.1. Competitive Landscape
      • 6.1.1. Market Share Analysis
        • 6.1.1.1. Top 3
        • 6.1.1.2. Top 5
    • 6.2. Peer Group Analysis (2020)
    • 6.3. BCG Matrix
    • 6.4. Company Profile
      • 6.4.1. IBM (United States)
        • 6.4.1.1. Business Overview
        • 6.4.1.2. Products/Services Offerings
        • 6.4.1.3. Financial Analysis
        • 6.4.1.4. SWOT Analysis
      • 6.4.2. Microsoft Corporation (United States)
        • 6.4.2.1. Business Overview
        • 6.4.2.2. Products/Services Offerings
        • 6.4.2.3. Financial Analysis
        • 6.4.2.4. SWOT Analysis
      • 6.4.3. Cisco Systems (United States)
        • 6.4.3.1. Business Overview
        • 6.4.3.2. Products/Services Offerings
        • 6.4.3.3. Financial Analysis
        • 6.4.3.4. SWOT Analysis
      • 6.4.4. Oracle (United States)
        • 6.4.4.1. Business Overview
        • 6.4.4.2. Products/Services Offerings
        • 6.4.4.3. Financial Analysis
        • 6.4.4.4. SWOT Analysis
      • 6.4.5. Alcatel-Lucent Enterprise (France)
        • 6.4.5.1. Business Overview
        • 6.4.5.2. Products/Services Offerings
        • 6.4.5.3. Financial Analysis
        • 6.4.5.4. SWOT Analysis
      • 6.4.6. Avaya, Inc. (United States)
        • 6.4.6.1. Business Overview
        • 6.4.6.2. Products/Services Offerings
        • 6.4.6.3. Financial Analysis
        • 6.4.6.4. SWOT Analysis
      • 6.4.7. Enghouse Interactive, Inc. (United States)
        • 6.4.7.1. Business Overview
        • 6.4.7.2. Products/Services Offerings
        • 6.4.7.3. Financial Analysis
        • 6.4.7.4. SWOT Analysis
      • 6.4.8. Five9, Inc. (United States)
        • 6.4.8.1. Business Overview
        • 6.4.8.2. Products/Services Offerings
        • 6.4.8.3. Financial Analysis
        • 6.4.8.4. SWOT Analysis
      • 6.4.9. Genesys (United States)
        • 6.4.9.1. Business Overview
        • 6.4.9.2. Products/Services Offerings
        • 6.4.9.3. Financial Analysis
        • 6.4.9.4. SWOT Analysis
      • 6.4.10. InContact (United States)
        • 6.4.10.1. Business Overview
        • 6.4.10.2. Products/Services Offerings
        • 6.4.10.3. Financial Analysis
        • 6.4.10.4. SWOT Analysis
  • 7. Global Contact Center Systems Sale, by Type, Application, Organization type, Component, End user and Region (value) (2021-2026)
    • 7.1. Introduction
    • 7.2. Global Contact Center Systems (Value)
      • 7.2.1. Global Contact Center Systems by: Type (Value)
        • 7.2.1.1. Cloud
        • 7.2.1.2. On Premise
      • 7.2.2. Global Contact Center Systems by: Application (Value)
        • 7.2.2.1. Customer experience management
        • 7.2.2.2. Automatic call distributor
        • 7.2.2.3. Real-time monitoring and reporting
        • 7.2.2.4. Log management
        • 7.2.2.5. Risk and compliance management
        • 7.2.2.6. Workforce optimization
      • 7.2.3. Global Contact Center Systems by: Organization type (Value)
        • 7.2.3.1. SMEs
        • 7.2.3.2. Large enterprises
      • 7.2.4. Global Contact Center Systems by: Component (Value)
        • 7.2.4.1. Solutions
        • 7.2.4.2. Services
      • 7.2.5. Global Contact Center Systems by: End user (Value)
        • 7.2.5.1. Banking, Financial Services, and Insurance
        • 7.2.5.2. IT and Telecom
        • 7.2.5.3. Government
        • 7.2.5.4. Healthcare
        • 7.2.5.5. Consumer Goods and Retail
        • 7.2.5.6. Travel and Hospitality
        • 7.2.5.7. Media and Entertainment
      • 7.2.6. Global Contact Center Systems Region
        • 7.2.6.1. South America
          • 7.2.6.1.1. Brazil
          • 7.2.6.1.2. Argentina
          • 7.2.6.1.3. Rest of South America
        • 7.2.6.2. Asia Pacific
          • 7.2.6.2.1. China
          • 7.2.6.2.2. Japan
          • 7.2.6.2.3. India
          • 7.2.6.2.4. South Korea
          • 7.2.6.2.5. Taiwan
          • 7.2.6.2.6. Australia
          • 7.2.6.2.7. Rest of Asia-Pacific
        • 7.2.6.3. Europe
          • 7.2.6.3.1. Germany
          • 7.2.6.3.2. France
          • 7.2.6.3.3. Italy
          • 7.2.6.3.4. United Kingdom
          • 7.2.6.3.5. Netherlands
          • 7.2.6.3.6. Rest of Europe
        • 7.2.6.4. MEA
          • 7.2.6.4.1. Middle East
          • 7.2.6.4.2. Africa
        • 7.2.6.5. North America
          • 7.2.6.5.1. United States
          • 7.2.6.5.2. Canada
          • 7.2.6.5.3. Mexico
  • 8. Appendix
    • 8.1. Acronyms
  • 9. Methodology and Data Source
    • 9.1. Methodology/Research Approach
      • 9.1.1. Research Programs/Design
      • 9.1.2. Market Size Estimation
      • 9.1.3. Market Breakdown and Data Triangulation
    • 9.2. Data Source
      • 9.2.1. Secondary Sources
      • 9.2.2. Primary Sources
    • 9.3. Disclaimer
List of Tables
  • Table 1. Contact Center Systems: by Type(USD Million)
  • Table 2. Contact Center Systems Cloud , by Region USD Million (2015-2020)
  • Table 3. Contact Center Systems On Premise , by Region USD Million (2015-2020)
  • Table 4. Contact Center Systems: by Application(USD Million)
  • Table 5. Contact Center Systems Customer experience management , by Region USD Million (2015-2020)
  • Table 6. Contact Center Systems Automatic call distributor , by Region USD Million (2015-2020)
  • Table 7. Contact Center Systems Real-time monitoring and reporting , by Region USD Million (2015-2020)
  • Table 8. Contact Center Systems Log management , by Region USD Million (2015-2020)
  • Table 9. Contact Center Systems Risk and compliance management , by Region USD Million (2015-2020)
  • Table 10. Contact Center Systems Workforce optimization , by Region USD Million (2015-2020)
  • Table 11. Contact Center Systems: by Organization type(USD Million)
  • Table 12. Contact Center Systems SMEs , by Region USD Million (2015-2020)
  • Table 13. Contact Center Systems Large enterprises , by Region USD Million (2015-2020)
  • Table 14. Contact Center Systems: by Component(USD Million)
  • Table 15. Contact Center Systems Solutions , by Region USD Million (2015-2020)
  • Table 16. Contact Center Systems Services , by Region USD Million (2015-2020)
  • Table 17. Contact Center Systems: by End user(USD Million)
  • Table 18. Contact Center Systems Banking, Financial Services, and Insurance , by Region USD Million (2015-2020)
  • Table 19. Contact Center Systems IT and Telecom , by Region USD Million (2015-2020)
  • Table 20. Contact Center Systems Government , by Region USD Million (2015-2020)
  • Table 21. Contact Center Systems Healthcare , by Region USD Million (2015-2020)
  • Table 22. Contact Center Systems Consumer Goods and Retail , by Region USD Million (2015-2020)
  • Table 23. Contact Center Systems Travel and Hospitality , by Region USD Million (2015-2020)
  • Table 24. Contact Center Systems Media and Entertainment , by Region USD Million (2015-2020)
  • Table 25. South America Contact Center Systems, by Country USD Million (2015-2020)
  • Table 26. South America Contact Center Systems, by Type USD Million (2015-2020)
  • Table 27. South America Contact Center Systems, by Application USD Million (2015-2020)
  • Table 28. South America Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 29. South America Contact Center Systems, by Component USD Million (2015-2020)
  • Table 30. South America Contact Center Systems, by End user USD Million (2015-2020)
  • Table 31. Brazil Contact Center Systems, by Type USD Million (2015-2020)
  • Table 32. Brazil Contact Center Systems, by Application USD Million (2015-2020)
  • Table 33. Brazil Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 34. Brazil Contact Center Systems, by Component USD Million (2015-2020)
  • Table 35. Brazil Contact Center Systems, by End user USD Million (2015-2020)
  • Table 36. Argentina Contact Center Systems, by Type USD Million (2015-2020)
  • Table 37. Argentina Contact Center Systems, by Application USD Million (2015-2020)
  • Table 38. Argentina Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 39. Argentina Contact Center Systems, by Component USD Million (2015-2020)
  • Table 40. Argentina Contact Center Systems, by End user USD Million (2015-2020)
  • Table 41. Rest of South America Contact Center Systems, by Type USD Million (2015-2020)
  • Table 42. Rest of South America Contact Center Systems, by Application USD Million (2015-2020)
  • Table 43. Rest of South America Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 44. Rest of South America Contact Center Systems, by Component USD Million (2015-2020)
  • Table 45. Rest of South America Contact Center Systems, by End user USD Million (2015-2020)
  • Table 46. Asia Pacific Contact Center Systems, by Country USD Million (2015-2020)
  • Table 47. Asia Pacific Contact Center Systems, by Type USD Million (2015-2020)
  • Table 48. Asia Pacific Contact Center Systems, by Application USD Million (2015-2020)
  • Table 49. Asia Pacific Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 50. Asia Pacific Contact Center Systems, by Component USD Million (2015-2020)
  • Table 51. Asia Pacific Contact Center Systems, by End user USD Million (2015-2020)
  • Table 52. China Contact Center Systems, by Type USD Million (2015-2020)
  • Table 53. China Contact Center Systems, by Application USD Million (2015-2020)
  • Table 54. China Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 55. China Contact Center Systems, by Component USD Million (2015-2020)
  • Table 56. China Contact Center Systems, by End user USD Million (2015-2020)
  • Table 57. Japan Contact Center Systems, by Type USD Million (2015-2020)
  • Table 58. Japan Contact Center Systems, by Application USD Million (2015-2020)
  • Table 59. Japan Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 60. Japan Contact Center Systems, by Component USD Million (2015-2020)
  • Table 61. Japan Contact Center Systems, by End user USD Million (2015-2020)
  • Table 62. India Contact Center Systems, by Type USD Million (2015-2020)
  • Table 63. India Contact Center Systems, by Application USD Million (2015-2020)
  • Table 64. India Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 65. India Contact Center Systems, by Component USD Million (2015-2020)
  • Table 66. India Contact Center Systems, by End user USD Million (2015-2020)
  • Table 67. South Korea Contact Center Systems, by Type USD Million (2015-2020)
  • Table 68. South Korea Contact Center Systems, by Application USD Million (2015-2020)
  • Table 69. South Korea Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 70. South Korea Contact Center Systems, by Component USD Million (2015-2020)
  • Table 71. South Korea Contact Center Systems, by End user USD Million (2015-2020)
  • Table 72. Taiwan Contact Center Systems, by Type USD Million (2015-2020)
  • Table 73. Taiwan Contact Center Systems, by Application USD Million (2015-2020)
  • Table 74. Taiwan Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 75. Taiwan Contact Center Systems, by Component USD Million (2015-2020)
  • Table 76. Taiwan Contact Center Systems, by End user USD Million (2015-2020)
  • Table 77. Australia Contact Center Systems, by Type USD Million (2015-2020)
  • Table 78. Australia Contact Center Systems, by Application USD Million (2015-2020)
  • Table 79. Australia Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 80. Australia Contact Center Systems, by Component USD Million (2015-2020)
  • Table 81. Australia Contact Center Systems, by End user USD Million (2015-2020)
  • Table 82. Rest of Asia-Pacific Contact Center Systems, by Type USD Million (2015-2020)
  • Table 83. Rest of Asia-Pacific Contact Center Systems, by Application USD Million (2015-2020)
  • Table 84. Rest of Asia-Pacific Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 85. Rest of Asia-Pacific Contact Center Systems, by Component USD Million (2015-2020)
  • Table 86. Rest of Asia-Pacific Contact Center Systems, by End user USD Million (2015-2020)
  • Table 87. Europe Contact Center Systems, by Country USD Million (2015-2020)
  • Table 88. Europe Contact Center Systems, by Type USD Million (2015-2020)
  • Table 89. Europe Contact Center Systems, by Application USD Million (2015-2020)
  • Table 90. Europe Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 91. Europe Contact Center Systems, by Component USD Million (2015-2020)
  • Table 92. Europe Contact Center Systems, by End user USD Million (2015-2020)
  • Table 93. Germany Contact Center Systems, by Type USD Million (2015-2020)
  • Table 94. Germany Contact Center Systems, by Application USD Million (2015-2020)
  • Table 95. Germany Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 96. Germany Contact Center Systems, by Component USD Million (2015-2020)
  • Table 97. Germany Contact Center Systems, by End user USD Million (2015-2020)
  • Table 98. France Contact Center Systems, by Type USD Million (2015-2020)
  • Table 99. France Contact Center Systems, by Application USD Million (2015-2020)
  • Table 100. France Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 101. France Contact Center Systems, by Component USD Million (2015-2020)
  • Table 102. France Contact Center Systems, by End user USD Million (2015-2020)
  • Table 103. Italy Contact Center Systems, by Type USD Million (2015-2020)
  • Table 104. Italy Contact Center Systems, by Application USD Million (2015-2020)
  • Table 105. Italy Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 106. Italy Contact Center Systems, by Component USD Million (2015-2020)
  • Table 107. Italy Contact Center Systems, by End user USD Million (2015-2020)
  • Table 108. United Kingdom Contact Center Systems, by Type USD Million (2015-2020)
  • Table 109. United Kingdom Contact Center Systems, by Application USD Million (2015-2020)
  • Table 110. United Kingdom Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 111. United Kingdom Contact Center Systems, by Component USD Million (2015-2020)
  • Table 112. United Kingdom Contact Center Systems, by End user USD Million (2015-2020)
  • Table 113. Netherlands Contact Center Systems, by Type USD Million (2015-2020)
  • Table 114. Netherlands Contact Center Systems, by Application USD Million (2015-2020)
  • Table 115. Netherlands Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 116. Netherlands Contact Center Systems, by Component USD Million (2015-2020)
  • Table 117. Netherlands Contact Center Systems, by End user USD Million (2015-2020)
  • Table 118. Rest of Europe Contact Center Systems, by Type USD Million (2015-2020)
  • Table 119. Rest of Europe Contact Center Systems, by Application USD Million (2015-2020)
  • Table 120. Rest of Europe Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 121. Rest of Europe Contact Center Systems, by Component USD Million (2015-2020)
  • Table 122. Rest of Europe Contact Center Systems, by End user USD Million (2015-2020)
  • Table 123. MEA Contact Center Systems, by Country USD Million (2015-2020)
  • Table 124. MEA Contact Center Systems, by Type USD Million (2015-2020)
  • Table 125. MEA Contact Center Systems, by Application USD Million (2015-2020)
  • Table 126. MEA Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 127. MEA Contact Center Systems, by Component USD Million (2015-2020)
  • Table 128. MEA Contact Center Systems, by End user USD Million (2015-2020)
  • Table 129. Middle East Contact Center Systems, by Type USD Million (2015-2020)
  • Table 130. Middle East Contact Center Systems, by Application USD Million (2015-2020)
  • Table 131. Middle East Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 132. Middle East Contact Center Systems, by Component USD Million (2015-2020)
  • Table 133. Middle East Contact Center Systems, by End user USD Million (2015-2020)
  • Table 134. Africa Contact Center Systems, by Type USD Million (2015-2020)
  • Table 135. Africa Contact Center Systems, by Application USD Million (2015-2020)
  • Table 136. Africa Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 137. Africa Contact Center Systems, by Component USD Million (2015-2020)
  • Table 138. Africa Contact Center Systems, by End user USD Million (2015-2020)
  • Table 139. North America Contact Center Systems, by Country USD Million (2015-2020)
  • Table 140. North America Contact Center Systems, by Type USD Million (2015-2020)
  • Table 141. North America Contact Center Systems, by Application USD Million (2015-2020)
  • Table 142. North America Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 143. North America Contact Center Systems, by Component USD Million (2015-2020)
  • Table 144. North America Contact Center Systems, by End user USD Million (2015-2020)
  • Table 145. United States Contact Center Systems, by Type USD Million (2015-2020)
  • Table 146. United States Contact Center Systems, by Application USD Million (2015-2020)
  • Table 147. United States Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 148. United States Contact Center Systems, by Component USD Million (2015-2020)
  • Table 149. United States Contact Center Systems, by End user USD Million (2015-2020)
  • Table 150. Canada Contact Center Systems, by Type USD Million (2015-2020)
  • Table 151. Canada Contact Center Systems, by Application USD Million (2015-2020)
  • Table 152. Canada Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 153. Canada Contact Center Systems, by Component USD Million (2015-2020)
  • Table 154. Canada Contact Center Systems, by End user USD Million (2015-2020)
  • Table 155. Mexico Contact Center Systems, by Type USD Million (2015-2020)
  • Table 156. Mexico Contact Center Systems, by Application USD Million (2015-2020)
  • Table 157. Mexico Contact Center Systems, by Organization type USD Million (2015-2020)
  • Table 158. Mexico Contact Center Systems, by Component USD Million (2015-2020)
  • Table 159. Mexico Contact Center Systems, by End user USD Million (2015-2020)
  • Table 160. Company Basic Information, Sales Area and Its Competitors
  • Table 161. Company Basic Information, Sales Area and Its Competitors
  • Table 162. Company Basic Information, Sales Area and Its Competitors
  • Table 163. Company Basic Information, Sales Area and Its Competitors
  • Table 164. Company Basic Information, Sales Area and Its Competitors
  • Table 165. Company Basic Information, Sales Area and Its Competitors
  • Table 166. Company Basic Information, Sales Area and Its Competitors
  • Table 167. Company Basic Information, Sales Area and Its Competitors
  • Table 168. Company Basic Information, Sales Area and Its Competitors
  • Table 169. Company Basic Information, Sales Area and Its Competitors
  • Table 170. Contact Center Systems: by Type(USD Million)
  • Table 171. Contact Center Systems Cloud , by Region USD Million (2021-2026)
  • Table 172. Contact Center Systems On Premise , by Region USD Million (2021-2026)
  • Table 173. Contact Center Systems: by Application(USD Million)
  • Table 174. Contact Center Systems Customer experience management , by Region USD Million (2021-2026)
  • Table 175. Contact Center Systems Automatic call distributor , by Region USD Million (2021-2026)
  • Table 176. Contact Center Systems Real-time monitoring and reporting , by Region USD Million (2021-2026)
  • Table 177. Contact Center Systems Log management , by Region USD Million (2021-2026)
  • Table 178. Contact Center Systems Risk and compliance management , by Region USD Million (2021-2026)
  • Table 179. Contact Center Systems Workforce optimization , by Region USD Million (2021-2026)
  • Table 180. Contact Center Systems: by Organization type(USD Million)
  • Table 181. Contact Center Systems SMEs , by Region USD Million (2021-2026)
  • Table 182. Contact Center Systems Large enterprises , by Region USD Million (2021-2026)
  • Table 183. Contact Center Systems: by Component(USD Million)
  • Table 184. Contact Center Systems Solutions , by Region USD Million (2021-2026)
  • Table 185. Contact Center Systems Services , by Region USD Million (2021-2026)
  • Table 186. Contact Center Systems: by End user(USD Million)
  • Table 187. Contact Center Systems Banking, Financial Services, and Insurance , by Region USD Million (2021-2026)
  • Table 188. Contact Center Systems IT and Telecom , by Region USD Million (2021-2026)
  • Table 189. Contact Center Systems Government , by Region USD Million (2021-2026)
  • Table 190. Contact Center Systems Healthcare , by Region USD Million (2021-2026)
  • Table 191. Contact Center Systems Consumer Goods and Retail , by Region USD Million (2021-2026)
  • Table 192. Contact Center Systems Travel and Hospitality , by Region USD Million (2021-2026)
  • Table 193. Contact Center Systems Media and Entertainment , by Region USD Million (2021-2026)
  • Table 194. South America Contact Center Systems, by Country USD Million (2021-2026)
  • Table 195. South America Contact Center Systems, by Type USD Million (2021-2026)
  • Table 196. South America Contact Center Systems, by Application USD Million (2021-2026)
  • Table 197. South America Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 198. South America Contact Center Systems, by Component USD Million (2021-2026)
  • Table 199. South America Contact Center Systems, by End user USD Million (2021-2026)
  • Table 200. Brazil Contact Center Systems, by Type USD Million (2021-2026)
  • Table 201. Brazil Contact Center Systems, by Application USD Million (2021-2026)
  • Table 202. Brazil Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 203. Brazil Contact Center Systems, by Component USD Million (2021-2026)
  • Table 204. Brazil Contact Center Systems, by End user USD Million (2021-2026)
  • Table 205. Argentina Contact Center Systems, by Type USD Million (2021-2026)
  • Table 206. Argentina Contact Center Systems, by Application USD Million (2021-2026)
  • Table 207. Argentina Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 208. Argentina Contact Center Systems, by Component USD Million (2021-2026)
  • Table 209. Argentina Contact Center Systems, by End user USD Million (2021-2026)
  • Table 210. Rest of South America Contact Center Systems, by Type USD Million (2021-2026)
  • Table 211. Rest of South America Contact Center Systems, by Application USD Million (2021-2026)
  • Table 212. Rest of South America Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 213. Rest of South America Contact Center Systems, by Component USD Million (2021-2026)
  • Table 214. Rest of South America Contact Center Systems, by End user USD Million (2021-2026)
  • Table 215. Asia Pacific Contact Center Systems, by Country USD Million (2021-2026)
  • Table 216. Asia Pacific Contact Center Systems, by Type USD Million (2021-2026)
  • Table 217. Asia Pacific Contact Center Systems, by Application USD Million (2021-2026)
  • Table 218. Asia Pacific Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 219. Asia Pacific Contact Center Systems, by Component USD Million (2021-2026)
  • Table 220. Asia Pacific Contact Center Systems, by End user USD Million (2021-2026)
  • Table 221. China Contact Center Systems, by Type USD Million (2021-2026)
  • Table 222. China Contact Center Systems, by Application USD Million (2021-2026)
  • Table 223. China Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 224. China Contact Center Systems, by Component USD Million (2021-2026)
  • Table 225. China Contact Center Systems, by End user USD Million (2021-2026)
  • Table 226. Japan Contact Center Systems, by Type USD Million (2021-2026)
  • Table 227. Japan Contact Center Systems, by Application USD Million (2021-2026)
  • Table 228. Japan Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 229. Japan Contact Center Systems, by Component USD Million (2021-2026)
  • Table 230. Japan Contact Center Systems, by End user USD Million (2021-2026)
  • Table 231. India Contact Center Systems, by Type USD Million (2021-2026)
  • Table 232. India Contact Center Systems, by Application USD Million (2021-2026)
  • Table 233. India Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 234. India Contact Center Systems, by Component USD Million (2021-2026)
  • Table 235. India Contact Center Systems, by End user USD Million (2021-2026)
  • Table 236. South Korea Contact Center Systems, by Type USD Million (2021-2026)
  • Table 237. South Korea Contact Center Systems, by Application USD Million (2021-2026)
  • Table 238. South Korea Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 239. South Korea Contact Center Systems, by Component USD Million (2021-2026)
  • Table 240. South Korea Contact Center Systems, by End user USD Million (2021-2026)
  • Table 241. Taiwan Contact Center Systems, by Type USD Million (2021-2026)
  • Table 242. Taiwan Contact Center Systems, by Application USD Million (2021-2026)
  • Table 243. Taiwan Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 244. Taiwan Contact Center Systems, by Component USD Million (2021-2026)
  • Table 245. Taiwan Contact Center Systems, by End user USD Million (2021-2026)
  • Table 246. Australia Contact Center Systems, by Type USD Million (2021-2026)
  • Table 247. Australia Contact Center Systems, by Application USD Million (2021-2026)
  • Table 248. Australia Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 249. Australia Contact Center Systems, by Component USD Million (2021-2026)
  • Table 250. Australia Contact Center Systems, by End user USD Million (2021-2026)
  • Table 251. Rest of Asia-Pacific Contact Center Systems, by Type USD Million (2021-2026)
  • Table 252. Rest of Asia-Pacific Contact Center Systems, by Application USD Million (2021-2026)
  • Table 253. Rest of Asia-Pacific Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 254. Rest of Asia-Pacific Contact Center Systems, by Component USD Million (2021-2026)
  • Table 255. Rest of Asia-Pacific Contact Center Systems, by End user USD Million (2021-2026)
  • Table 256. Europe Contact Center Systems, by Country USD Million (2021-2026)
  • Table 257. Europe Contact Center Systems, by Type USD Million (2021-2026)
  • Table 258. Europe Contact Center Systems, by Application USD Million (2021-2026)
  • Table 259. Europe Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 260. Europe Contact Center Systems, by Component USD Million (2021-2026)
  • Table 261. Europe Contact Center Systems, by End user USD Million (2021-2026)
  • Table 262. Germany Contact Center Systems, by Type USD Million (2021-2026)
  • Table 263. Germany Contact Center Systems, by Application USD Million (2021-2026)
  • Table 264. Germany Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 265. Germany Contact Center Systems, by Component USD Million (2021-2026)
  • Table 266. Germany Contact Center Systems, by End user USD Million (2021-2026)
  • Table 267. France Contact Center Systems, by Type USD Million (2021-2026)
  • Table 268. France Contact Center Systems, by Application USD Million (2021-2026)
  • Table 269. France Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 270. France Contact Center Systems, by Component USD Million (2021-2026)
  • Table 271. France Contact Center Systems, by End user USD Million (2021-2026)
  • Table 272. Italy Contact Center Systems, by Type USD Million (2021-2026)
  • Table 273. Italy Contact Center Systems, by Application USD Million (2021-2026)
  • Table 274. Italy Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 275. Italy Contact Center Systems, by Component USD Million (2021-2026)
  • Table 276. Italy Contact Center Systems, by End user USD Million (2021-2026)
  • Table 277. United Kingdom Contact Center Systems, by Type USD Million (2021-2026)
  • Table 278. United Kingdom Contact Center Systems, by Application USD Million (2021-2026)
  • Table 279. United Kingdom Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 280. United Kingdom Contact Center Systems, by Component USD Million (2021-2026)
  • Table 281. United Kingdom Contact Center Systems, by End user USD Million (2021-2026)
  • Table 282. Netherlands Contact Center Systems, by Type USD Million (2021-2026)
  • Table 283. Netherlands Contact Center Systems, by Application USD Million (2021-2026)
  • Table 284. Netherlands Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 285. Netherlands Contact Center Systems, by Component USD Million (2021-2026)
  • Table 286. Netherlands Contact Center Systems, by End user USD Million (2021-2026)
  • Table 287. Rest of Europe Contact Center Systems, by Type USD Million (2021-2026)
  • Table 288. Rest of Europe Contact Center Systems, by Application USD Million (2021-2026)
  • Table 289. Rest of Europe Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 290. Rest of Europe Contact Center Systems, by Component USD Million (2021-2026)
  • Table 291. Rest of Europe Contact Center Systems, by End user USD Million (2021-2026)
  • Table 292. MEA Contact Center Systems, by Country USD Million (2021-2026)
  • Table 293. MEA Contact Center Systems, by Type USD Million (2021-2026)
  • Table 294. MEA Contact Center Systems, by Application USD Million (2021-2026)
  • Table 295. MEA Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 296. MEA Contact Center Systems, by Component USD Million (2021-2026)
  • Table 297. MEA Contact Center Systems, by End user USD Million (2021-2026)
  • Table 298. Middle East Contact Center Systems, by Type USD Million (2021-2026)
  • Table 299. Middle East Contact Center Systems, by Application USD Million (2021-2026)
  • Table 300. Middle East Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 301. Middle East Contact Center Systems, by Component USD Million (2021-2026)
  • Table 302. Middle East Contact Center Systems, by End user USD Million (2021-2026)
  • Table 303. Africa Contact Center Systems, by Type USD Million (2021-2026)
  • Table 304. Africa Contact Center Systems, by Application USD Million (2021-2026)
  • Table 305. Africa Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 306. Africa Contact Center Systems, by Component USD Million (2021-2026)
  • Table 307. Africa Contact Center Systems, by End user USD Million (2021-2026)
  • Table 308. North America Contact Center Systems, by Country USD Million (2021-2026)
  • Table 309. North America Contact Center Systems, by Type USD Million (2021-2026)
  • Table 310. North America Contact Center Systems, by Application USD Million (2021-2026)
  • Table 311. North America Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 312. North America Contact Center Systems, by Component USD Million (2021-2026)
  • Table 313. North America Contact Center Systems, by End user USD Million (2021-2026)
  • Table 314. United States Contact Center Systems, by Type USD Million (2021-2026)
  • Table 315. United States Contact Center Systems, by Application USD Million (2021-2026)
  • Table 316. United States Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 317. United States Contact Center Systems, by Component USD Million (2021-2026)
  • Table 318. United States Contact Center Systems, by End user USD Million (2021-2026)
  • Table 319. Canada Contact Center Systems, by Type USD Million (2021-2026)
  • Table 320. Canada Contact Center Systems, by Application USD Million (2021-2026)
  • Table 321. Canada Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 322. Canada Contact Center Systems, by Component USD Million (2021-2026)
  • Table 323. Canada Contact Center Systems, by End user USD Million (2021-2026)
  • Table 324. Mexico Contact Center Systems, by Type USD Million (2021-2026)
  • Table 325. Mexico Contact Center Systems, by Application USD Million (2021-2026)
  • Table 326. Mexico Contact Center Systems, by Organization type USD Million (2021-2026)
  • Table 327. Mexico Contact Center Systems, by Component USD Million (2021-2026)
  • Table 328. Mexico Contact Center Systems, by End user USD Million (2021-2026)
  • Table 329. Research Programs/Design for This Report
  • Table 330. Key Data Information from Secondary Sources
  • Table 331. Key Data Information from Primary Sources
List of Figures
  • Figure 1. Porters Five Forces
  • Figure 2. Supply/Value Chain
  • Figure 3. PESTEL analysis
  • Figure 4. Global Contact Center Systems: by Type USD Million (2015-2020)
  • Figure 5. Global Contact Center Systems: by Application USD Million (2015-2020)
  • Figure 6. Global Contact Center Systems: by Organization type USD Million (2015-2020)
  • Figure 7. Global Contact Center Systems: by Component USD Million (2015-2020)
  • Figure 8. Global Contact Center Systems: by End user USD Million (2015-2020)
  • Figure 9. South America Contact Center Systems Share (%), by Country
  • Figure 10. Asia Pacific Contact Center Systems Share (%), by Country
  • Figure 11. Europe Contact Center Systems Share (%), by Country
  • Figure 12. MEA Contact Center Systems Share (%), by Country
  • Figure 13. North America Contact Center Systems Share (%), by Country
  • Figure 14. Global Contact Center Systems share by Players 2020 (%)
  • Figure 15. Global Contact Center Systems share by Players (Top 3) 2020(%)
  • Figure 16. Global Contact Center Systems share by Players (Top 5) 2020(%)
  • Figure 17. BCG Matrix for key Companies
  • Figure 18. IBM (United States) Revenue, Net Income and Gross profit
  • Figure 19. IBM (United States) Revenue: by Geography 2020
  • Figure 20. Microsoft Corporation (United States) Revenue, Net Income and Gross profit
  • Figure 21. Microsoft Corporation (United States) Revenue: by Geography 2020
  • Figure 22. Cisco Systems (United States) Revenue, Net Income and Gross profit
  • Figure 23. Cisco Systems (United States) Revenue: by Geography 2020
  • Figure 24. Oracle (United States) Revenue, Net Income and Gross profit
  • Figure 25. Oracle (United States) Revenue: by Geography 2020
  • Figure 26. Alcatel-Lucent Enterprise (France) Revenue, Net Income and Gross profit
  • Figure 27. Alcatel-Lucent Enterprise (France) Revenue: by Geography 2020
  • Figure 28. Avaya, Inc. (United States) Revenue, Net Income and Gross profit
  • Figure 29. Avaya, Inc. (United States) Revenue: by Geography 2020
  • Figure 30. Enghouse Interactive, Inc. (United States) Revenue, Net Income and Gross profit
  • Figure 31. Enghouse Interactive, Inc. (United States) Revenue: by Geography 2020
  • Figure 32. Five9, Inc. (United States) Revenue, Net Income and Gross profit
  • Figure 33. Five9, Inc. (United States) Revenue: by Geography 2020
  • Figure 34. Genesys (United States) Revenue, Net Income and Gross profit
  • Figure 35. Genesys (United States) Revenue: by Geography 2020
  • Figure 36. InContact (United States) Revenue, Net Income and Gross profit
  • Figure 37. InContact (United States) Revenue: by Geography 2020
  • Figure 38. Global Contact Center Systems: by Type USD Million (2021-2026)
  • Figure 39. Global Contact Center Systems: by Application USD Million (2021-2026)
  • Figure 40. Global Contact Center Systems: by Organization type USD Million (2021-2026)
  • Figure 41. Global Contact Center Systems: by Component USD Million (2021-2026)
  • Figure 42. Global Contact Center Systems: by End user USD Million (2021-2026)
  • Figure 43. South America Contact Center Systems Share (%), by Country
  • Figure 44. Asia Pacific Contact Center Systems Share (%), by Country
  • Figure 45. Europe Contact Center Systems Share (%), by Country
  • Figure 46. MEA Contact Center Systems Share (%), by Country
  • Figure 47. North America Contact Center Systems Share (%), by Country
List of companies from research coverage that are profiled in the study
  • IBM (United States)
  • Microsoft Corporation (United States)
  • Cisco Systems (United States)
  • Oracle (United States)
  • Alcatel-Lucent Enterprise (France)
  • Avaya, Inc. (United States)
  • Enghouse Interactive, Inc. (United States)
  • Five9, Inc. (United States)
  • Genesys (United States)
  • inContact (United States)
Additional players considered in the study are as follows:
Mitel Corporation (Canada) , SAP SE (Germany) , Nice Systems Ltd (Israel) , Huawei Technologies Co., Ltd (China) , 3CLogic (United States) , Aspect Software (United States) , NEC Corporation (Japan)
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Key Highlights of Report


Jul 2021 226 Pages 56 Tables Base Year: 2021 Coverage: 15+ Companies; 18 Countries

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Global Contact Center Systems Quantitative research analysis
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Frequently Asked Questions (FAQ):

The standard version of the report profiles players such as IBM (United States), Microsoft Corporation (United States), Cisco Systems (United States), Oracle (United States), Alcatel-Lucent Enterprise (France), Avaya, Inc. (United States), Enghouse Interactive, Inc. (United States), Five9, Inc. (United States), Genesys (United States) and inContact (United States) etc.
The Study can be customized subject to feasibility and data availability. Please connect with our sales representative for further information.
Analysts at AMA estimates Contact Center Systems Market to reach USD Million by 2026.

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