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Contact center market size to increase by USD 161.73 billion | The rising adoption of cloud-based contact centers drives market growth- Technavio
[October 24, 2023]

Contact center market size to increase by USD 161.73 billion | The rising adoption of cloud-based contact centers drives market growth- Technavio


NEW YORK, Oct. 24, 2023 /PRNewswire/ -- The Contact Center Market by Type, Deployment, and Geography - Forecast and Analysis 2023-2027 report has been published by Technavio. Market growth is estimated to accelerate at a CAGR of 9.33% and register an incremental growth of USD 161.73 billion during the forecast period. The market is driven by factors such as the rising adoption of cloud-based contact centers, the necessity to improve CRM for effective revenue generation, and the integration of interactive voice response (IVR) into contact centers. However, the inability to achieve an ASA is hindering the market growth. The report provides a comprehensive analysis of growth opportunities at regional levels, new product launches, the latest trends, and the post-pandemic recovery of the global market. Download a PDF Sample Report

Regional analysis

By region, the global contact center market is segmented into North America, APAC, Europe, South America, and the Middle East and Africa. North America will account for 34% of the market's growth during the forecast period. The growing adoption of contact center analytics, including multichannel customer interaction analytics, speech analytics, and contact center performance analytics applications in North America is driving the growth of the regional market.

Company profiles

The contact center market report includes information on the key products and recent developments of leading vendors, including:

  • Avaya Holdings Corp: The company offers contact center services for data retrieval, real-time reporting, and an empowered workforce.
  • Cisco Systems Inc: The company offers contact center services such as Webex for cloud migration and a unified open platform.
  • Enghouse Systems Ltd: The company offers a contact center for services, enterprises, and SMBs.
  • Five9 Inc: The company offers contact center solutions such as unified communications, agent desktops, and agent assist.
  • Genesys Telecommunications Laboratories Inc: The company offers contact center services such as inbound, outbound, and voice services.
  • Mitel Networks Corp.
  • NEC Corp.
  • NICE Ltd.
  • SAP SE
  • Vocalcom Group
  • Vonage Holdings Corp.
  • Zendesk Inc.
  • ZTE Corp.
  • To gain access to more vendor profiles available with Technavio, buy the report!

Competitive analysis

The competitive scenario categorizes companies based on various performance indicators. Some of the factors considered include the financial performance of companies over the past few years, growth strategies, product innovations, new product launches, investments, and growth in market share, among others. Request a Sample

Market segmentation

  • By type, the market is segmented into voice-based, text-based, and social media-based. The voice-based segment accounted for the largest share of the market.
  • By geography, the market is segmented into North America, APAC, Europe, South America, and Middle East and Africa. North America held the largest share of the market.

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Cloud-Based ITSM Market by Component, End-user and Geography - Forecast and Analysis 2023-2027: The cloud-based ITSM market is estimated to grow at a CAGR of 15.08% between 2022 and 2027. The size of the market is forecast to increase by USD 6,094.37 million. The growing need for control and accountability is notably driving market growth, although factors such as growing integration concerns in business organizations may impede market growth. 

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What are the key data covered in this contact center market report?

  • CAGR of the market during the forecast period
  • Detailed information on factors that will drive the growth of the contact center market between 2023 and 2027
  • Precise estimation of the size of the contact center market and its contribution to the parent market
  • Accurate predictions about upcoming trends and changes in consumer behavior
  • Growth of the contact center market across North America, APAC, Europe, South America, and Middle East and Africa        
  • A thorough analysis of the market's competitive landscape and detailed information about vendors
  • Comprehensive analysis of factors that will challenge the growth of contact center market vendors




Contact Center Market Scope

Report Coverage

Details

Page number

164

Base year

2022

Historic period

2017-2021

Forecast period

2023-2027

Growth momentum & CAGR

Accelerate at a CAGR of 9.33%

Market growth 2023-2027

USD 161.73 billion

Market structure

Fragmented

YoY growth 2022-2023 (%)

8.89

Regional analysis

North America, APAC, Europe, South America, and Middle East and Africa

Performing market contribution

North America at 34%

Key countries

US, Australia, India, UK, and Germany

Competitive landscape

Leading Vendors, Market Positioning of Vendors, Competitive Strategies, and Industry Risks

Key companies profiled

8x8 Inc., ALE International, Alphabet Inc., Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Atos SE, Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., NEC Corp., NICE Ltd., SAP SE, Vocalcom Group, Vonage Holdings Corp., Zendesk Inc., and ZTE Corp.

Market dynamics

Parent Market Analysis; Market growth inducers and obstacles; Fast-growing and slow-growing segment analysis for the forecast period

Customization purview

If our report has not included the data that you are looking for, you can reach out to our analysts and get segments customized.


Browse for Technavio "Information Technology" Research Reports

Table of Contents

1 Executive Summary

  • 1.1 Market overview 
    • Exhibit 01: Executive Summary – Chart on Market Overview
    • Exhibit 02: Executive Summary – Data Table on Market Overview
    • Exhibit 03: Executive Summary – Chart on Global Market Characteristics
    • Exhibit 04: Executive Summary – Chart on Market by Geography
    • Exhibit 05: Executive Summary – Chart on Market Segmentation by Type
    • Exhibit 06: Executive Summary – Chart on Market Segmentation by Deployment
    • Exhibit 07: Executive Summary – Chart on Incremental Growth
    • Exhibit 08: Executive Summary – Data Table on Incremental Growth
    • Exhibit 09: Executive Summary – Chart on Vendor Market Positioning

2 Market Landscape

  • 2.1 Market ecosystem 
    • Exhibit 10: Parent market
    • Exhibit 11: Market Characteristics

3 Market Sizing

  • 3.1 Market definition 
    • Exhibit 12: Offerings of vendors included in the market definition
  • 3.2 Market segment analysis 
    • Exhibit 13: Market segments
  • 3.3 Market size 2022
  • 3.4 Market outlook: Forecast for 2022-2027 
    • Exhibit 14: Chart on Global - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 15: Data Table on Global - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 16: Chart on Global Market: Year-over-year growth 2022-2027 (%)
    • Exhibit 17: Data Table on Global Market: Year-over-year growth 2022-2027 (%)

4 Historic Market Size

  • 4.1 Global contact center market 2017 - 2021
    • Exhibit 18: Historic Market Size – Data Table on Global contact center market 2017 - 2021 (USD billion)
  • 4.2 Type Segment Analysis 2017 - 2021 
    • Exhibit 19: Historic Market Size – Type Segment 2017 - 2021 (USD billion)
  • 4.3 Deployment Segment Analysis 2017 - 2021
    • Exhibit 20: Historic Market Size – Deployment Segment 2017 - 2021 (USD billion)
  • 4.4 Geography Segment Analysis 2017 - 2021 
    • Exhibit 21: Historic Market Size – Geography Segment 2017 - 2021 (USD billion)
  • 4.5 Country Segment Analysis 2017 - 2021 
    • Exhibit 22: Historic Market Size – Country Segment 2017 - 2021 (USD billion)

5 Five Forces Analysis

  • 5.1 Five forces summary 
    • Exhibit 23: Five forces analysis - Comparison between 2022 and 2027
  • 5.2 Bargaining power of buyers 
    • Exhibit 24: Chart on Bargaining power of buyers – Impact of key factors 2022 and 2027
  • 5.3 Bargaining power of suppliers 
    • Exhibit 25: Bargaining power of suppliers – Impact of key factors in 2022 and 2027
  • 5.4 Threat of new entrants 
    • Exhibit 26: Threat of new entrants – Impact of key factors in 2022 and 2027
  • 5.5 Threat of substitutes 
    • Exhibit 27: Threat of substitutes – Impact of key factors in 2022 and 2027
  • 5.6 Threat of rivalry 
    • Exhibit 28: Threat of rivalry – Impact of key factors in 2022 and 2027
  • 5.7 Market condition 
    • Exhibit 29: Chart on Market condition - Five forces 2022 and 2027

6 Market Segmentation by Type

  • 6.1 Market segments 
    • Exhibit 30: Chart on Type - Market share 2022-2027 (%)
    • Exhibit 31: Data Table on Type - Market share 2022-2027 (%)
  • 6.2 Comparison by Type 
    • Exhibit 32: Chart on Comparison by Type
    • Exhibit 33: Data Table on Comparison by Type
  • 6.3 Voice-based - Market size and forecast 2022-2027
    • Exhibit 34: Chart on Voice-based - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 35: Data Table on Voice-based - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 36: Chart on Voice-based - Year-over-year growth 2022-2027 (%)
    • Exhibit 37: Data Table on Voice-based - Year-over-year growth 2022-2027 (%)
  • 6.4 Text-based - Market size and forecast 2022-2027
    • Exhibit 38: Chart on Text-based - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 39: Data Table on Text-based - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 40: Chart on Text-based - Year-over-year growth 2022-2027 (%)
    • Exhibit 41: Data Table on Text-based - Year-over-year growth 2022-2027 (%)
  • 6.5 Social media-based - Market size and forecast 2022-2027
    • Exhibit 42: Chart on Social media-based - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 43: Data Table on Social media-based - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 44: Chart on Social media-based - Year-over-year growth 2022-2027 (%)
    • Exhibit 45: Data Table on Social media-based - Year-over-year growth 2022-2027 (%)
  • 6.6 Market opportunity by Type 
    • Exhibit 46: Market opportunity by Type (USD billion)

7 Market Segmentation by Deployment

  • 7.1 Market segments 
    • Exhibit 47: Chart on Deployment - Market share 2022-2027 (%)
    • Exhibit 48: Data Table on Deployment - Market share 2022-2027 (%)
  • 7.2 Comparison by Deployment 
    • Exhibit 49: Chart on Comparison by Deployment
    • Exhibit 50: Data Table on Comparison by Deployment
  • 7.3 On-premises - Market size and forecast 2022-2027
    • Exhibit 51: Chart on On-premises - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 52: Data Table on On-premises - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 53: Chart on On-premises - Year-over-year growth 2022-2027 (%)
    • Exhibit 54: Data Table on On-premises - Year-over-year growth 2022-2027 (%)
  • 7.4 Cloud-based - Market size and forecast 2022-2027
    • Exhibit 55: Chart on Cloud-based - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 56: Data Table on Cloud-based - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 57: Chart on Cloud-based - Year-over-year growth 2022-2027 (%)
    • Exhibit 58: Data Table on Cloud-based - Year-over-year growth 2022-2027 (%)
  • 7.5 Market opportunity by Deployment 
    • Exhibit 59: Market opportunity by Deployment (USD billion)

8 Customer Landscape

  • 8.1 Customer landscape overview 
    • Exhibit 60: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

9 Geographic Landscape

  • 9.1 Geographic segmentation 
    • Exhibit 61: Chart on Market share by geography 2022-2027 (%)
    • Exhibit 62: Data Table on Market share by geography 2022-2027 (%)
  • 9.2 Geographic comparison 
    • Exhibit 63: Chart on Geographic comparison
    • Exhibit 64: Data Table on Geographic comparison
  • 9.3 North America - Market size and forecast 2022-2027
    • Exhibit 65: Chart on North America - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 66: Data Table on North America - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 67: Chart on North America - Year-over-year growth 2022-2027 (%)
    • Exhibit 68: Data Table on North America - Year-over-year growth 2022-2027 (%)
  • 9.4 APAC - Market size and forecast 2022-2027
    • Exhibit 69: Chart on APAC - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 70: Data Table on APAC - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 71: Chart on APAC - Year-over-year growth 2022-2027 (%)
    • Exhibit 72: Data Table on APAC - Year-over-year growth 2022-2027 (%)
  • 9.5 Europe - Market size and forecast 2022-2027
    • Exhibit 73: Chart on Europe - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 74: Data Table on Europe - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 75: Chart on Europe - Year-over-year growth 2022-2027 (%)
    • Exhibit 76: Data Table on Europe - Year-over-year growth 2022-2027 (%)
  • 9.6 South America - Market size and forecast 2022-2027
    • Exhibit 77: Chart on South America - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 78: Data Table on South America - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 79: Chart on South America - Year-over-year growth 2022-2027 (%)
    • Exhibit 80: Data Table on South America - Year-over-year growth 2022-2027 (%)
  • 9.7 Middle East and Africa - Market size and forecast 2022-2027 
    • Exhibit 81: Chart on Middle East and Africa - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 82: Data Table on Middle East and Africa - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 83: Chart on Middle East and Africa - Year-over-year growth 2022-2027 (%)
    • Exhibit 84: Data Table on Middle East and Africa - Year-over-year growth 2022-2027 (%)
  • 9.8 US - Market size and forecast 2022-2027
    • Exhibit 85: Chart on US - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 86: Data Table on US - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 87: Chart on US - Year-over-year growth 2022-2027 (%)
    • Exhibit 88: Data Table on US - Year-over-year growth 2022-2027 (%)
  • 9.9 UK - Market size and forecast 2022-2027
    • Exhibit 89: Chart on UK - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 90: Data Table on UK - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 91: Chart on UK - Year-over-year growth 2022-2027 (%)
    • Exhibit 92: Data Table on UK - Year-over-year growth 2022-2027 (%)
  • 9.10 Australia - Market size and forecast 2022-2027
    • Exhibit 93: Chart on Australia - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 94: Data Table on Australia - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 95: Chart on Australia - Year-over-year growth 2022-2027 (%)
    • Exhibit 96: Data Table on Australia - Year-over-year growth 2022-2027 (%)
  • 9.11 Germany - Market size and forecast 2022-2027
    • Exhibit 97: Chart on Germany - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 98: Data Table on Germany - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 99: Chart on Germany - Year-over-year growth 2022-2027 (%)
    • Exhibit 100: Data Table on Germany - Year-over-year growth 2022-2027 (%)
  • 9.12 India - Market size and forecast 2022-2027
    • Exhibit 101: Chart on India - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 102: Data Table on India - Market size and forecast 2022-2027 (USD billion)
    • Exhibit 103: Chart on India - Year-over-year growth 2022-2027 (%)
    • Exhibit 104: Data Table on India - Year-over-year growth 2022-2027 (%)
  • 9.13 Market opportunity by geography 
    • Exhibit 105: Market opportunity by geography (USD billion)

10 Drivers, Challenges, and Trends

  • 10.1 Market drivers
  • 10.2 Market challenges
  • 10.3 Impact of drivers and challenges 
    • Exhibit 106: Impact of drivers and challenges in 2022 and 2027
  • 10.4 Market trends

11 Vendor Landscape

  • 11.1 Overview
  • 11.2 Vendor landscape 
    • Exhibit 107: Overview on Criticality of inputs and Factors of differentiation
  • 11.3 Landscape disruption 
    • Exhibit 108: Overview on factors of disruption
  • 11.4 Industry risks 
    • Exhibit 109: Impact of key risks on business

12 Vendor Analysis

  • 12.1 Vendors covered 
    • Exhibit 110: Vendors covered
  • 12.2 Market positioning of vendors 
    • Exhibit 111: Matrix on vendor position and classification
  • 12.3 8x8 Inc. 
    • Exhibit 112: 8x8 Inc. - Overview
    • Exhibit 113: 8x8 Inc. - Product / Service
    • Exhibit 114: 8x8 Inc. - Key offerings
  • 12.4 ALE International 
    • Exhibit 115: ALE International - Overview
    • Exhibit 116: ALE International - Product / Service
    • Exhibit 117: ALE International - Key offerings
  • 12.5 Alphabet Inc. 
    • Exhibit 118: Alphabet Inc. - Overview
    • Exhibit 119: Alphabet Inc. - Business segments
    • Exhibit 120: Alphabet Inc. - Key news
    • Exhibit 121: Alphabet Inc. - Key offerings
    • Exhibit 122: Alphabet Inc. - Segment focus
  • 12.6 Alvaria Inc. 
    • Exhibit 123: Alvaria Inc. - Overview
    • Exhibit 124: Alvaria Inc. - Product / Service
    • Exhibit 125: Alvaria Inc. - Key offerings
  • 12.7 Amazon.com Inc. 
    • Exhibit 126: Amazon.com Inc. - Overview
    • Exhibit 127: Amazon.com Inc. - Business segments
    • Exhibit 128: Amazon.com Inc. - Key news
    • Exhibit 129: Amazon.com Inc. - Key offerings
    • Exhibit 130: Amazon.com Inc. - Segment focus
  • 12.8 Ameyo Pvt Ltd. 
    • Exhibit 131: Ameyo Pvt Ltd. - Overview
    • Exhibit 132: Ameyo Pvt Ltd. - Product / Service
    • Exhibit 133: Ameyo Pvt Ltd. - Key offerings
  • 12.9 Atos SE 
    • Exhibit 134: Atos SE - Overview
    • Exhibit 135: Atos SE - Business segments
    • Exhibit 136: Atos SE - Key news
    • Exhibit 137: Atos SE - Key offerings
    • Exhibit 138: Atos SE - Segment focus
  • 12.10 Avaya Holdings Corp. 
    • Exhibit 139: Avaya Holdings Corp. - Overview
    • Exhibit 140: Avaya Holdings Corp. - Business segments
    • Exhibit 141: Avaya Holdings Corp. - Key offerings
    • Exhibit 142: Avaya Holdings Corp. - Segment focus
  • 12.11 Cisco Systems Inc. 
    • Exhibit 143: Cisco Systems Inc. - Overview
    • Exhibit 144: Cisco Systems Inc. - Business segments
    • Exhibit 145: Cisco Systems Inc. - Key news
    • Exhibit 146: Cisco Systems Inc. - Key offerings
    • Exhibit 147: Cisco Systems Inc. - Segment focus
  • 12.12 Enghouse Systems Ltd. 
    • Exhibit 148: Enghouse Systems Ltd. - Overview
    • Exhibit 149: Enghouse Systems Ltd. - Business segments
    • Exhibit 150: Enghouse Systems Ltd. - Key offerings
    • Exhibit 151: Enghouse Systems Ltd. - Segment focus
  • 12.13 Five9 Inc. 
    • Exhibit 152: Five9 Inc. - Overview
    • Exhibit 153: Five9 Inc. - Product / Service
    • Exhibit 154: Five9 Inc. - Key offerings
  • 12.14 Genesys Telecommunications Laboratories Inc.
    • Exhibit 155: Genesys Telecommunications Laboratories Inc. - Overview
    • Exhibit 156: Genesys Telecommunications Laboratories Inc. - Product / Service
    • Exhibit 157: Genesys Telecommunications Laboratories Inc. - Key offerings
  • 12.15 Mitel Networks Corp. 
    • Exhibit 158: Mitel Networks Corp. - Overview
    • Exhibit 159: Mitel Networks Corp. - Product / Service
    • Exhibit 160: Mitel Networks Corp. - Key offerings
  • 12.16 NEC Corp. 
    • Exhibit 161: NEC Corp. - Overview
    • Exhibit 162: NEC Corp. - Business segments
    • Exhibit 163: NEC Corp. - Key news
    • Exhibit 164: NEC Corp. - Key offerings
    • Exhibit 165: NEC Corp. - Segment focus
  • 12.17 NICE Ltd. 
    • Exhibit 166: NICE Ltd. - Overview
    • Exhibit 167: NICE Ltd. - Business segments
    • Exhibit 168: NICE Ltd. - Key news
    • Exhibit 169: NICE Ltd. - Key offerings
    • Exhibit 170: NICE Ltd. - Segment focus

13 Appendix

  • 13.1 Scope of the report
  • 13.2 Inclusions and exclusions checklist 
    • Exhibit 171: Inclusions checklist
    • Exhibit 172: Exclusions checklist
  • 13.3 Currency conversion rates for USUSD 
    • Exhibit 173: Currency conversion rates for USUSD
  • 13.4 Research methodology 
    • Exhibit 174: Research methodology
    • Exhibit 175: Validation techniques employed for market sizing
    • Exhibit 176: Information sources
  • 13.5 List of abbreviations 
    • Exhibit 177: List of abbreviations

About US

Technavio is a leading global technology research and advisory company. Their research and analysis focus on emerging market trends and provides actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions. With over 500 specialized analysts, Technavio's report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio's comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.

Contact

Technavio Research
Jesse Maida
Media & Marketing Executive
US: +1 844 364 1100
UK: +44 203 893 3200
Email: [email protected]
Website: www.technavio.com/

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