Market Overview:
The global telecom services for call centers software market is expected to grow at a CAGR of 6.5% during the forecast period from 2018 to 2030. The growth in this market can be attributed to the increasing demand for cloud-based telecom services for call centers and the rising number of small and medium enterprises (SMEs) across the globe. On-premises telecom services for call centers are currently preferred by large enterprises as they offer more control over data and security. However, with the increasing demand for cloud-based solutions, SMEs are expected to shift towards using cloud-based telecom services for their call center operations in order to reduce costs and improve efficiency. North America is currently leading the global market in terms of revenue, followed by Europe and Asia Pacific.
Product Definition:
Telecommunications services for call centers software allow companies to manage and route calls to the appropriate agent. Important features of these services include: ability to handle a high volume of calls, automatic call distribution (ACD), Skills-Based Routing (SBR), and queuing.
On-Premises:
On-premises is a term used for software and services that are hosted on the customer's site. The service provider has no access to the cloud and cannot utilize any information stored in the cloud. An on-premises solution provides all necessary tools to manage customers, their data, and their workflows without relying upon third-party vendors or accessing any external information.
Cloud Based:
Cloud-based software is a type of software system that provides shared services for voice, data, and video communications. It helps in reducing the cost of technology and infrastructure while increasing efficiency. The telecom industry has been witnessing an increase in demand for cloud-based solutions as they help to reduce operational costs by eliminating the need for additional hardware or software installation at customer premises.
Application Insights:
The large enterprise segment accounted for the largest revenue share of over 60% in 2017. The growth can be attributed to the increasing demand from enterprises for telecom services, which offer high scalability and reliability. Large enterprises usually have a dedicated team of telecom service providers who work closely with them on a daily basis to understand their requirements and provide best-in-class solutions. These service providers are also responsible for handling emergencies, escalations and support tickets as per defined policies set by large enterprises.
Telecom service providers (TSPs) are increasingly focusing on offering flexible packages along with advanced features such as VoIP that suits the requirement of different industries such as IT & telecommunication or BFSI sector among others. For instance, TATA Communications offers SIP trunking plans to its customers so they can easily deploy it across multiple locations while retaining control over security settings at each location through TataUI remote management platform.
Regional Analysis:
North America is expected to be the key regional market over the forecast period owing to the presence of a large number of telecom service providers and increasing demand for advanced telecom solutions. The U.S., in particular, dominates this region with a revenue share of more than 80% in 2017. Increasing adoption of cloud-based services has resulted in high growth opportunities for North America's telecom software industry.
Asia Pacific is anticipated to witness significant growth over the next eight years due to growing investments by global players and increased focus on providing cost-effective solutions for call centers operations across various industries such as banking & financial services, government & education, etc.
The Middle East & Africa (MEA) market also presents lucrative opportunities due to increasing awareness about improved customer experience resulting from adopting innovative technologies such as voice response systems.
Growth Factors:
- Increasing demand for customer service and support from businesses of all sizes
- The need for better customer experience to differentiate businesses in a competitive market
- Rising adoption of cloud-based call center software solutions
- Growing demand for omni-channel customer service capabilities
- Emergence of new technologies such as big data, artificial intelligence, and machine learning
Scope Of The Report
Report Attributes
Report Details
Report Title
Telecom Services for Call Centers Software Market Research Report
By Type
On-Premises, Cloud Based
By Application
Large Enterprised, SMEs
By Companies
Genesys, 8x8, Sayint, Cisco, RingCentral, Nextiva, Talkdesk, AT&T Business, Verizon Enterprise Solutions, Deutsche Telekom
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
197
Number of Tables & Figures
138
Customization Available
Yes, the report can be customized as per your need.
Global Telecom Services for Call Centers Software Market Report Segments:
The global Telecom Services for Call Centers 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
- 8x8
- Sayint
- Cisco
- RingCentral
- Nextiva
- Talkdesk
- AT&T Business
- Verizon Enterprise Solutions
- Deutsche Telekom
Highlights of The Telecom Services for Call Centers 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 Telecom Services for Call Centers 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
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- Product & Brand Management
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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?
Telecom Services for Call Centers Software is a software that helps call centers manage their customer interactions. It includes features such as contact management, routing, and analytics. This software can help call centers improve their customer service by tracking and managing interactions with customers.
Some of the major players in the telecom services for call centers software market are Genesys, 8x8, Sayint, Cisco, RingCentral, Nextiva, Talkdesk, AT&T Business, Verizon Enterprise Solutions, Deutsche Telekom.
The telecom services for call centers software market is expected to grow at a compound annual growth rate of 6.5%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Telecom Services for Call Centers 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 Telecom Services for Call Centers Software Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Telecom Services for Call Centers 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 Telecom Services for Call Centers 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 Telecom Services for Call Centers Software Market Size & Forecast, 2018-2028
4.5.1 Telecom Services for Call Centers Software Market Size and Y-o-Y Growth
4.5.2 Telecom Services for Call Centers Software Market Absolute $ Opportunity
Chapter 5 Global Telecom Services for Call Centers 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 Telecom Services for Call Centers 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 Telecom Services for Call Centers 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 Telecom Services for Call Centers 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 Telecom Services for Call Centers 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 Telecom Services for Call Centers 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 Telecom Services for Call Centers Software Analysis and Forecast
9.1 Introduction
9.2 North America Telecom Services for Call Centers 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 Telecom Services for Call Centers 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 Telecom Services for Call Centers 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 Telecom Services for Call Centers Software Analysis and Forecast
10.1 Introduction
10.2 Europe Telecom Services for Call Centers 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 Telecom Services for Call Centers 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 Telecom Services for Call Centers 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 Telecom Services for Call Centers Software Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Telecom Services for Call Centers 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 Telecom Services for Call Centers 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 Telecom Services for Call Centers 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 Telecom Services for Call Centers Software Analysis and Forecast
12.1 Introduction
12.2 Latin America Telecom Services for Call Centers 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 Telecom Services for Call Centers 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 Telecom Services for Call Centers 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) Telecom Services for Call Centers Software Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Telecom Services for Call Centers 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) Telecom Services for Call Centers 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) Telecom Services for Call Centers 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 Telecom Services for Call Centers Software Market: Competitive Dashboard
14.2 Global Telecom Services for Call Centers Software Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Genesys
14.3.2 8x8
14.3.3 Sayint
14.3.4 Cisco
14.3.5 RingCentral
14.3.6 Nextiva
14.3.7 Talkdesk
14.3.8 AT&T Business
14.3.9 Verizon Enterprise Solutions
14.3.10 Deutsche Telekom
