Contact center market size to increase by USD 161.73 billion: North America will account for 34% of the market's growth during the forecast period - Technavio

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Jan 31, 2023, 06:30 ET

NEW YORK, Jan. 31, 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 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

Technavio has announced its latest market research report titled Global Contact Center Market 2023-2027

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!

Market dynamics

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.

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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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.

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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 ($ billion)
Exhibit 15: Data Table on Global - Market size and forecast 2022-2027 ($ 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 ($ billion)

4.2 Type Segment Analysis 2017 - 2021

Exhibit 19: Historic Market Size – Type Segment 2017 - 2021 ($ billion)

4.3 Deployment Segment Analysis 2017 - 2021

Exhibit 20: Historic Market Size – Deployment Segment 2017 - 2021 ($ billion)

4.4 Geography Segment Analysis 2017 - 2021

Exhibit 21: Historic Market Size – Geography Segment 2017 - 2021 ($ billion)

4.5 Country Segment Analysis 2017 - 2021

Exhibit 22: Historic Market Size – Country Segment 2017 - 2021 ($ 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 ($ billion)
Exhibit 35: Data Table on Voice-based - Market size and forecast 2022-2027 ($ 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 ($ billion)
Exhibit 39: Data Table on Text-based - Market size and forecast 2022-2027 ($ 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 ($ billion)
Exhibit 43: Data Table on Social media-based - Market size and forecast 2022-2027 ($ 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 ($ 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 ($ billion)
Exhibit 52: Data Table on On-premises - Market size and forecast 2022-2027 ($ 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 ($ billion)
Exhibit 56: Data Table on Cloud-based - Market size and forecast 2022-2027 ($ 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 ($ 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 ($ billion)
Exhibit 66: Data Table on North America - Market size and forecast 2022-2027 ($ 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 ($ billion)
Exhibit 70: Data Table on APAC - Market size and forecast 2022-2027 ($ 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 ($ billion)
Exhibit 74: Data Table on Europe - Market size and forecast 2022-2027 ($ 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 ($ billion)
Exhibit 78: Data Table on South America - Market size and forecast 2022-2027 ($ 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 ($ billion)
Exhibit 82: Data Table on Middle East and Africa - Market size and forecast 2022-2027 ($ 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 ($ billion)
Exhibit 86: Data Table on US - Market size and forecast 2022-2027 ($ 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 ($ billion)
Exhibit 90: Data Table on UK - Market size and forecast 2022-2027 ($ 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 ($ billion)
Exhibit 94: Data Table on Australia - Market size and forecast 2022-2027 ($ 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 ($ billion)
Exhibit 98: Data Table on Germany - Market size and forecast 2022-2027 ($ 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 ($ billion)
Exhibit 102: Data Table on India - Market size and forecast 2022-2027 ($ 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 ($ 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 US$

Exhibit 173: Currency conversion rates for US$

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

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