Market Overview:
The global contact center infrastructure software market is expected to grow at a CAGR of 10.8% during the forecast period from 2018 to 2030. The growth in this market can be attributed to the increasing demand for cloud-based contact center infrastructure software and the growing adoption of omni-channel customer service by enterprises. North America is expected to hold the largest share of the global contact center infrastructure software market in 2018, followed by Europe and Asia Pacific. However, Asia Pacific is projected to witness the highest CAGR during the forecast period due to rising investments by enterprises in this region for improving customer service.
Product Definition:
Contact Center Infrastructure Software is a type of software that helps organizations manage and operate their contact centers. It enables agents to handle customer interactions more effectively and efficiently, while also providing managers with the tools they need to oversee operations. Additionally, this software can help optimize resources and improve customer service levels.
On-Premises:
On-premises is a software-centric approach to contact center deployment. It's an older model of deploying a contact center and has been around for many years. However, it has some advantages such as high customization flexibility and low cost that make it attractive to Contact Center Infrastructure (CCI) Software providers.
Cloud Based:
Cloud-based software is a type of software service that provides solutions to contact centers through the internet. It helps businesses eliminate hardware and reduce costs by offering services such as voice, video conferencing, messaging, archiving and retention, and virtualization.
Application Insights:
The large enterprise segment accounted for the largest revenue share of over 60% in 2017. The growth is attributed to factors such as increasing demand for advanced customer service solutions from major companies. Furthermore, growing adoption of these services by large enterprises to improve customer experience and reduce support costs are some of the key factors driving this market growth.
The Small and Medium-sized Businesses (SMBs) segment is expected to register a significant CAGR over the forecast period owing to rising demand for efficient contact center solutions from SMBs with limited IT resources at their disposal. In addition, improving communication infrastructure has become critical in order to enhance business productivity and profitability across all industries globally, which will further propel industry expansion over the coming years.
Regional Analysis:
North America dominated the global market in 2017. The region is expected to retain its dominance throughout the forecast period owing to presence of major players, high adoption rate of latest technologies and availability of high-quality services at competitive prices. Moreover, increasing demand for customer service solutions due to rising number of contact centers in the region is also driving growth.
Asia Pacific is anticipated to be one of the fastest growing regions over the forecast period owing to presence of a large number who are seeking employment opportunities in this region along with improving economic conditions and rapid technological advancements across all sectors including telecom, IT & electronics among others which provide an opportunity for CCTI providers’ expansion and new business development activities within this industry verticals.
Growth Factors:
- Increasing demand for customer service and support
- Rising need to manage customer interactions effectively
- Growing number of contact centers worldwide
- Proliferation of digital channels and technologies
- Emergence of cloud-based contact center solutions
Scope Of The Report
Report Attributes
Report Details
Report Title
Contact Center Infrastructure Software Market Research Report
By Type
On-Premises, Cloud Based
By Application
Large Enterprised, SMEs
By Companies
Genesys, 3CX, Aircall, Aspect, NICE, Cisco, Five9, Google, Dixa, KOOKOO, Amazon, SAP, Connect First, 8x8, Call Tracking Metrics
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
239
Number of Tables & Figures
168
Customization Available
Yes, the report can be customized as per your need.
Global Contact Center Infrastructure Software Market Report Segments:
The global Contact Center Infrastructure Software market is segmented on the basis of:
Types
On-Premises, Cloud Based
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
Large Enterprised, SMEs
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Genesys
- 3CX
- Aircall
- Aspect
- NICE
- Cisco
- Five9
- Google
- Dixa
- KOOKOO
- Amazon
- SAP
- Connect First
- 8x8
- Call Tracking Metrics
Highlights of The Contact Center Infrastructure Software Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- On-Premises
- Cloud Based
- By Application:
- Large Enterprised
- SMEs
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Contact Center Infrastructure Software Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
How you may use our products:
- Correctly Positioning New Products
- Market Entry Strategies
- Business Expansion Strategies
- Consumer Insights
- Understanding Competition Scenario
- Product & Brand Management
- Channel & Customer Management
- Identifying Appropriate Advertising Appeals
8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Contact center infrastructure software is a suite of applications and services that help contact centers manage their operations. This includes things like customer service, call routing, communication management, and reporting. It can also include features that help contact centers improve their customer experience, such as chatbots or voice recognition technology.
Some of the key players operating in the contact center infrastructure software market are Genesys, 3CX, Aircall, Aspect, NICE, Cisco, Five9, Google, Dixa, KOOKOO, Amazon, SAP, Connect First, 8x8, Call Tracking Metrics.
The contact center infrastructure software market is expected to register a CAGR of 10.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Contact Center Infrastructure Software Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Contact Center Infrastructure Software Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Contact Center Infrastructure Software Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Contact Center Infrastructure Software Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Contact Center Infrastructure Software Market Size & Forecast, 2018-2028
4.5.1 Contact Center Infrastructure Software Market Size and Y-o-Y Growth
4.5.2 Contact Center Infrastructure Software Market Absolute $ Opportunity
Chapter 5 Global Contact Center Infrastructure Software Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Contact Center Infrastructure Software Market Size Forecast by Type
5.2.1 On-Premises
5.2.2 Cloud Based
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Contact Center Infrastructure Software Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Contact Center Infrastructure Software Market Size Forecast by Applications
6.2.1 Large Enterprised
6.2.2 SMEs
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Contact Center Infrastructure Software Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Contact Center Infrastructure Software Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Contact Center Infrastructure Software Analysis and Forecast
9.1 Introduction
9.2 North America Contact Center Infrastructure Software Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Contact Center Infrastructure Software Market Size Forecast by Type
9.6.1 On-Premises
9.6.2 Cloud Based
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Contact Center Infrastructure Software Market Size Forecast by Applications
9.10.1 Large Enterprised
9.10.2 SMEs
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Contact Center Infrastructure Software Analysis and Forecast
10.1 Introduction
10.2 Europe Contact Center Infrastructure Software Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Contact Center Infrastructure Software Market Size Forecast by Type
10.6.1 On-Premises
10.6.2 Cloud Based
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Contact Center Infrastructure Software Market Size Forecast by Applications
10.10.1 Large Enterprised
10.10.2 SMEs
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Contact Center Infrastructure Software Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Contact Center Infrastructure Software Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Contact Center Infrastructure Software Market Size Forecast by Type
11.6.1 On-Premises
11.6.2 Cloud Based
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Contact Center Infrastructure Software Market Size Forecast by Applications
11.10.1 Large Enterprised
11.10.2 SMEs
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Contact Center Infrastructure Software Analysis and Forecast
12.1 Introduction
12.2 Latin America Contact Center Infrastructure Software Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Contact Center Infrastructure Software Market Size Forecast by Type
12.6.1 On-Premises
12.6.2 Cloud Based
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Contact Center Infrastructure Software Market Size Forecast by Applications
12.10.1 Large Enterprised
12.10.2 SMEs
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Contact Center Infrastructure Software Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Contact Center Infrastructure Software Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Contact Center Infrastructure Software Market Size Forecast by Type
13.6.1 On-Premises
13.6.2 Cloud Based
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Contact Center Infrastructure Software Market Size Forecast by Applications
13.10.1 Large Enterprised
13.10.2 SMEs
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Contact Center Infrastructure Software Market: Competitive Dashboard
14.2 Global Contact Center Infrastructure Software Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Genesys
14.3.2 3CX
14.3.3 Aircall
14.3.4 Aspect
14.3.5 NICE
14.3.6 Cisco
14.3.7 Five9
14.3.8 Google
14.3.9 Dixa
14.3.10 KOOKOO
14.3.11 Amazon
14.3.12 SAP
14.3.13 Connect First
14.3.14 8x8
14.3.15 Call Tracking Metrics
