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Global Contact Center Systems Market Size, Status and Forecast 2019-2025

Published By :

QYResearch

Published Date : Jan 2019

Category :

Software

No. of Pages : 99 Pages

Market globalization have enforced businesses to expand their operations across multiple regions and thereby fulfil their consumer demand. Businesses have customer interaction centers where professionals interact with customers and address their enquires on daily basis. Thus, a huge amount of enquires are generated during the conversion of sales between the business and customers. Businesses are finding it difficult to manage these enquires in the form of information and storage of data. Further, due to technological advancement in contact channel, the interaction between the customer and contact center have increased through voice, email and messaging. A contact center system is software based system which enables automatic contact routing facility during high amount of customer enquiries. The contact center system also involves additional services such as voice portal, quality monitoring system, outbound dialers, workforce management, interactive voice response (IVR) and analytical services. This helps contact center professionals to address customer concerns within less time and thereby increase their satisfaction level.
Services such as IVR and voice portal saves valuable time of contact center through interactive voice based recordings which helps in assisting the concerns of customers. Further, in sales or outbound call center, most of the services such as cross-selling, renewals, cross-selling and satisfaction surveys involves making outgoing calls to customers. Contact center system helps in providing a list of prospective customer contact and maintain them on a timely basis. It also helps in analyzing the quality of call through sending automatic messages to customers in order to scale customer satisfaction. Contact center system also involves recording of voice call and chat history in order to monitor the team performance. This helps to formulate a team strategy with the help of additional analytical insights on customer satisfaction provided by contact center system.
In 2018, the global Contact Center Systems market size was xx million US$ and it is expected to reach xx million US$ by the end of 2025, with a CAGR of xx% during 2019-2025.

This report focuses on the global Contact Center Systems status, future forecast, growth opportunity, key market and key players. The study objectives are to present the Contact Center Systems development in United States, Europe and China.

The key players covered in this study
Cisco Systems
3CLogic
Aspect Software
Genesys
Five9
Oracle
IBM
InContact

Market segment by Type, the product can be split into
Cloud
On Premise

Market segment by Application, split into
Healthcare
Financial Services
Telecommunication
Retail
Government
Transportation Sector

Market segment by Regions/Countries, this report covers
United States
Europe
China
Japan
Southeast Asia
India
Central & South America

The study objectives of this report are:
To analyze global Contact Center Systems status, future forecast, growth opportunity, key market and key players.
To present the Contact Center Systems development in United States, Europe and China.
To strategically profile the key players and comprehensively analyze their development plan and strategies.
To define, describe and forecast the market by product type, market and key regions.

In this study, the years considered to estimate the market size of Contact Center Systems are as follows:
History Year: 2014-2018
Base Year: 2018
Estimated Year: 2019
Forecast Year 2019 to 2025
For the data information by region, company, type and application, 2018 is considered as the base year. Whenever data information was unavailable for the base year, the prior year has been considered.
Table of Contents

1 Report Overview
1.1 Study Scope
1.2 Key Market Segments
1.3 Players Covered
1.4 Market Analysis by Type
1.4.1 Global Contact Center Systems Market Size Growth Rate by Type (2014-2025)
1.4.2 Cloud
1.4.3 On Premise
1.5 Market by Application
1.5.1 Global Contact Center Systems Market Share by Application (2014-2025)
1.5.2 Healthcare
1.5.3 Financial Services
1.5.4 Telecommunication
1.5.5 Retail
1.5.6 Government
1.5.7 Transportation Sector
1.6 Study Objectives
1.7 Years Considered

2 Global Growth Trends
2.1 Contact Center Systems Market Size
2.2 Contact Center Systems Growth Trends by Regions
2.2.1 Contact Center Systems Market Size by Regions (2014-2025)
2.2.2 Contact Center Systems Market Share by Regions (2014-2019)
2.3 Industry Trends
2.3.1 Market Top Trends
2.3.2 Market Drivers
2.3.3 Market Opportunities

3 Market Share by Key Players
3.1 Contact Center Systems Market Size by Manufacturers
3.1.1 Global Contact Center Systems Revenue by Manufacturers (2014-2018)
3.1.2 Global Contact Center Systems Revenue Market Share by Manufacturers (2014-2018)
3.1.3 Global Contact Center Systems Market Concentration Ratio (CR5 and HHI)
3.2 Contact Center Systems Key Players Head office and Area Served
3.3 Key Players Contact Center Systems Product/Solution/Service
3.4 Date of Enter into Contact Center Systems Market
3.5 Mergers & Acquisitions, Expansion Plans

4 Breakdown Data by Type and Application
4.1 Global Contact Center Systems Market Size by Type (2014-2019)
4.2 Global Contact Center Systems Market Size by Application (2014-2019)

5 United States
5.1 United States Contact Center Systems Market Size (2014-2019)
5.2 Contact Center Systems Key Players in United States
5.3 United States Contact Center Systems Market Size by Type
5.4 United States Contact Center Systems Market Size by Application

6 Europe
6.1 Europe Contact Center Systems Market Size (2014-2019)
6.2 Contact Center Systems Key Players in Europe
6.3 Europe Contact Center Systems Market Size by Type
6.4 Europe Contact Center Systems Market Size by Application

7 China
7.1 China Contact Center Systems Market Size (2014-2019)
7.2 Contact Center Systems Key Players in China
7.3 China Contact Center Systems Market Size by Type
7.4 China Contact Center Systems Market Size by Application

8 Japan
8.1 Japan Contact Center Systems Market Size (2014-2019)
8.2 Contact Center Systems Key Players in Japan
8.3 Japan Contact Center Systems Market Size by Type
8.4 Japan Contact Center Systems Market Size by Application

9 Southeast Asia
9.1 Southeast Asia Contact Center Systems Market Size (2014-2019)
9.2 Contact Center Systems Key Players in Southeast Asia
9.3 Southeast Asia Contact Center Systems Market Size by Type
9.4 Southeast Asia Contact Center Systems Market Size by Application

10 India
10.1 India Contact Center Systems Market Size (2014-2019)
10.2 Contact Center Systems Key Players in India
10.3 India Contact Center Systems Market Size by Type
10.4 India Contact Center Systems Market Size by Application

11 Central & South America
11.1 Central & South America Contact Center Systems Market Size (2014-2019)
11.2 Contact Center Systems Key Players in Central & South America
11.3 Central & South America Contact Center Systems Market Size by Type
11.4 Central & South America Contact Center Systems Market Size by Application

12 International Players Profiles
12.1 Cisco Systems
12.1.1 Cisco Systems Company Details
12.1.2 Company Description and Business Overview
12.1.3 Contact Center Systems Introduction
12.1.4 Cisco Systems Revenue in Contact Center Systems Business (2014-2019)
12.1.5 Cisco Systems Recent Development
12.2 3CLogic
12.2.1 3CLogic Company Details
12.2.2 Company Description and Business Overview
12.2.3 Contact Center Systems Introduction
12.2.4 3CLogic Revenue in Contact Center Systems Business (2014-2019)
12.2.5 3CLogic Recent Development
12.3 Aspect Software
12.3.1 Aspect Software Company Details
12.3.2 Company Description and Business Overview
12.3.3 Contact Center Systems Introduction
12.3.4 Aspect Software Revenue in Contact Center Systems Business (2014-2019)
12.3.5 Aspect Software Recent Development
12.4 Genesys
12.4.1 Genesys Company Details
12.4.2 Company Description and Business Overview
12.4.3 Contact Center Systems Introduction
12.4.4 Genesys Revenue in Contact Center Systems Business (2014-2019)
12.4.5 Genesys Recent Development
12.5 Five9
12.5.1 Five9 Company Details
12.5.2 Company Description and Business Overview
12.5.3 Contact Center Systems Introduction
12.5.4 Five9 Revenue in Contact Center Systems Business (2014-2019)
12.5.5 Five9 Recent Development
12.6 Oracle
12.6.1 Oracle Company Details
12.6.2 Company Description and Business Overview
12.6.3 Contact Center Systems Introduction
12.6.4 Oracle Revenue in Contact Center Systems Business (2014-2019)
12.6.5 Oracle Recent Development
12.7 IBM
12.7.1 IBM Company Details
12.7.2 Company Description and Business Overview
12.7.3 Contact Center Systems Introduction
12.7.4 IBM Revenue in Contact Center Systems Business (2014-2019)
12.7.5 IBM Recent Development
12.8 InContact
12.8.1 InContact Company Details
12.8.2 Company Description and Business Overview
12.8.3 Contact Center Systems Introduction
12.8.4 InContact Revenue in Contact Center Systems Business (2014-2019)
12.8.5 InContact Recent Development

13 Market Forecast 2019-2025
13.1 Market Size Forecast by Regions
13.2 United States
13.3 Europe
13.4 China
13.5 Japan
13.6 Southeast Asia
13.7 India
13.8 Central & South America
13.9 Market Size Forecast by Product (2019-2025)
13.10 Market Size Forecast by Application (2019-2025)

14 Analyst's Viewpoints/Conclusions

15 Appendix
15.1 Research Methodology
15.1.1 Methodology/Research Approach
15.1.1.1 Research Programs/Design
15.1.1.2 Market Size Estimation
12.1.1.3 Market Breakdown and Data Triangulation
15.1.2 Data Source
15.1.2.1 Secondary Sources
15.1.2.2 Primary Sources
15.2 Disclaimer
15.3 Author Details

List of Table

List of Tables and Figures

Table Contact Center Systems Key Market Segments
Table Key Players Contact Center Systems Covered
Table Global Contact Center Systems Market Size Growth Rate by Type 2014-2025 (Million US$)
Figure Global Contact Center Systems Market Size Market Share by Type 2014-2025
Figure Cloud Figures
Table Key Players of Cloud
Figure On Premise Figures
Table Key Players of On Premise
Table Global Contact Center Systems Market Size Growth by Application 2014-2025 (Million US$)
Figure Healthcare Case Studies
Figure Financial Services Case Studies
Figure Telecommunication Case Studies
Figure Retail Case Studies
Figure Government Case Studies
Figure Transportation Sector Case Studies
Figure Contact Center Systems Report Years Considered
Table Global Contact Center Systems Market Size 2014-2025 (Million US$)
Figure Global Contact Center Systems Market Size and Growth Rate 2014-2025 (Million US$)
Table Global Contact Center Systems Market Size by Regions 2014-2025 (Million US$)
Table Global Contact Center Systems Market Size by Regions 2014-2019 (Million US$)
Table Global Contact Center Systems Market Share by Regions 2014-2019
Figure Global Contact Center Systems Market Share by Regions 2014-2019
Figure Global Contact Center Systems Market Share by Regions 2019
Table Market Top Trends
Table Global Contact Center Systems Revenue by Manufacturers (2014-2019) (Million US$)
Table Global Contact Center Systems Market Share by Manufacturers (2014-2019)
Figure Global Contact Center Systems Market Share by Manufacturers in 2018
Table Global Contact Center Systems Manufacturers Market Concentration Ratio (CR5 and HHI)
Table Key Players Head office and Area Served
Table Key Players Contact Center Systems Product/Solution/Service
Table Date of Enter into Contact Center Systems Market
Table Mergers & Acquisitions, Expansion Plans
Table Global Contact Center Systems Market Size by Type (2014-2019) (Million US$)
Table Global Contact Center Systems Market Size Share by Type (2014-2019)
Figure Global Contact Center Systems Market Size Market Share by Type (2014-2019)
Table Global Contact Center Systems Market Size by Application (2014-2019) (Million US$)
Table Global Contact Center Systems Market Size Share by Application (2014-2019)
Figure Global Contact Center Systems Market Size Market Share by Application (2014-2019)
Figure Global Contact Center Systems Revenue Market Share by Application in 2018
Figure United States Contact Center Systems Market Size 2014-2019 (Million US$)
Table United States Key Players Contact Center Systems Revenue (2018-2019) (Million US$)
Table United States Key Players Contact Center Systems Market Share (2018-2019)
Table United States Contact Center Systems Market Size by Type (2014-2019) (Million US$)
Table United States Contact Center Systems Market Share by Type (2014-2019)
Table United States Contact Center Systems Market Size by Application (2014-2019) (Million US$)
Table United States Contact Center Systems Market Share by Application (2014-2019)
Figure Europe Contact Center Systems Market Size 2014-2019 (Million US$)
Table Europe Key Players Contact Center Systems Revenue (2018-2019) (Million US$)
Table Europe Key Players Contact Center Systems Market Share (2018-2019)
Table Europe Contact Center Systems Market Size by Type (2014-2019) (Million US$)
Table Europe Contact Center Systems Market Share by Type (2014-2019)
Table Europe Contact Center Systems Market Size by Application (2014-2019) (Million US$)
Table Europe Contact Center Systems Market Share by Application (2014-2019)
Figure China Contact Center Systems Market Size 2014-2019 (Million US$)
Table China Key Players Contact Center Systems Revenue (2018-2019) (Million US$)
Table China Key Players Contact Center Systems Market Share (2018-2019)
Table China Contact Center Systems Market Size by Type (2014-20189) (Million US$)
Table China Contact Center Systems Market Share by Type (2014-2019)
Table China Contact Center Systems Market Size by Application (2014-2019) (Million US$)
Table China Contact Center Systems Market Share by Application (2014-2019)
Figure Japan Contact Center Systems Market Size 2014-2019 (Million US$)
Table Japan Key Players Contact Center Systems Revenue (2018-2019) (Million US$)
Table Japan Key Players Contact Center Systems Market Share (2018-2019)
Table Japan Contact Center Systems Market Size by Type (2014-2019) (Million US$)
Table Japan Contact Center Systems Market Share by Type (2014-2019)
Table Japan Contact Center Systems Market Size by Application (2014-2019) (Million US$)
Table Japan Contact Center Systems Market Share by Application (2014-2019)
Figure Southeast Asia Contact Center Systems Market Size 2014-2019 (Million US$)
Table Southeast Asia Key Players Contact Center Systems Revenue (2018-2019) (Million US$)
Table Southeast Asia Key Players Contact Center Systems Market Share (2018-2019)
Table Southeast Asia Contact Center Systems Market Size by Type (2014-2019) (Million US$)
Table Southeast Asia Contact Center Systems Market Share by Type (2014-2019)
Table Southeast Asia Contact Center Systems Market Size by Application (2014-2019) (Million US$)
Table Southeast Asia Contact Center Systems Market Share by Application (2014-2019)
Figure India Contact Center Systems Market Size 2014-2019 (Million US$)
Table India Key Players Contact Center Systems Revenue (2018-2019) (Million US$)
Table India Key Players Contact Center Systems Market Share (2018-2019)
Table India Contact Center Systems Market Size by Type (2014-2019) (Million US$)
Table India Contact Center Systems Market Share by Type (2014-2019)
Table India Contact Center Systems Market Size by Application (2014-2019) (Million US$)
Table India Contact Center Systems Market Share by Application (2014-2019)
Figure Central & South America Contact Center Systems Market Size 2014-2019 (Million US$)
Table Central & South America Key Players Contact Center Systems Revenue (2018-2019) (Million US$)
Table Central & South America Key Players Contact Center Systems Market Share (2018-2019)
Table Central & South America Contact Center Systems Market Size by Type (2014-2019) (Million US$)
Table Central & South America Contact Center Systems Market Share by Type (2014-2019)
Table Central & South America Contact Center Systems Market Size by Application (2014-2019) (Million US$)
Table Central & South America Contact Center Systems Market Share by Application (2014-2019)
Table Cisco Systems Company Details
Table Cisco Systems Revenue in Contact Center Systems Business (2014-2019) (Million US$)
Figure Cisco Systems Revenue Growth Rate in Contact Center Systems Business (2014-2019)
Table Cisco Systems Recent Development
Table 3CLogic Company Details
Table 3CLogic Revenue in Contact Center Systems Business (2014-2019)(Million US$)
Figure 3CLogic Revenue Growth Rate in Contact Center Systems Business (2014-2019)
Table 3CLogic Recent Development
Table Aspect Software Company Details
Table Aspect Software Revenue in Contact Center Systems Business (2014-2019)(Million US$)
Figure Aspect Software Revenue Growth Rate in Contact Center Systems Business (2014-2019)
Table Aspect Software Recent Development
Table Genesys Company Details
Table Genesys Revenue in Contact Center Systems Business (2014-2019)(Million US$)
Figure Genesys Revenue Growth Rate in Contact Center Systems Business (2014-2019)
Table Genesys Recent Development
Table Five9 Company Details
Table Five9 Revenue in Contact Center Systems Business (2014-2019)(Million US$)
Figure Five9 Revenue Growth Rate in Contact Center Systems Business (2014-2019)
Table Five9 Recent Development
Table Oracle Company Details
Table Oracle Revenue in Contact Center Systems Business (2014-2019)(Million US$)
Figure Oracle Revenue Growth Rate in Contact Center Systems Business (2014-2019)
Table Oracle Recent Development
Table IBM Company Details
Table IBM Revenue in Contact Center Systems Business (2014-2019)(Million US$)
Figure IBM Revenue Growth Rate in Contact Center Systems Business (2014-2019)
Table IBM Recent Development
Table InContact Company Details
Table InContact Revenue in Contact Center Systems Business (2014-2019)(Million US$)
Figure InContact Revenue Growth Rate in Contact Center Systems Business (2014-2019)
Table InContact Recent Development
Table Global Contact Center Systems Market Size by Regions (Million US$) 2019-2025
Figure Global Contact Center Systems Market Size Share by Regions (2019-2025)
Figure Global Contact Center Systems Market Size Share by Regions in 2025
Figure United States Contact Center Systems Market Size Forecast (2019-2025)(Million USD)
Figure Europe Contact Center Systems Market Size Forecast (2019-2025)(Million USD)
Figure China Contact Center Systems Market Size Forecast (2019-2025)(Million USD)
Figure Japan Contact Center Systems Market Size Forecast (2019-2025)(Million USD)
Figure Southeast Asia Contact Center Systems Market Size Forecast (2019-2025)(Million USD)
Figure India Contact Center Systems Market Size Forecast (2019-2025)(Million USD)
Figure Central & South America Contact Center Systems Market Size Forecast (2019-2025)(Million USD)
Table Global Contact Center Systems Market Size by Product (2019-2025) (Million US$)
Figure Global Contact Center Systems Market Size by Product (2019-2025)
Figure Global Contact Center Systems Market Size by Product in 2025
Table Global Contact Center Systems Market Size by Application (2019-2025) (Million US$)
Figure Global Contact Center Systems Market Size by Application (2019-2025)
Figure Global Contact Center Systems Market Size by Application in 2025
Table Research Programs/Design for This Report
Figure Bottom-up and Top-down Approaches for This Report
Figure Data Triangulation
Table Key Data Information from Secondary Sources
Table Key Data Information from Primary Sources

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