Global Contact Center Market 2024-2028

The contact center market is forecasted to grow by USD 208.2 bn during 2023-2028, accelerating at a CAGR of 10.7% during the forecast period. The report on the contact center market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current market scenario, the latest trends and drivers, and the overall market environment. The market is driven by rising adoption of cloud-based contact centers, necessity to improve crm for effective revenue generation, and integration of interactive voice response (IVR) into contact centers.

Market Scope
Base Year	2024
End Year	2028
Series Year	2024-2028
Growth Momentum	Accelerate
YOY 2024	9.4%
CAGR	10.7%
Incremental Value	$208.2 bn

Technavio's contact center market is segmented as below:

By Type

Voice-based
Text-based
Social media-based

By Deployment

On-premises
Cloud-based

By Geographical Landscape

North America
APAC
Europe
South America
Middle East and Africa

This study identifies the integration of chatbots for better turnaround times as one of the prime reasons driving the contact center market growth during the next few years. Also, use of analytics for enhancing customer experience and incorporation of ai for providing customized solutions will lead to sizable demand in the market.

The report on the contact center market covers the following areas:

Contact Center Market sizing
Contact Center Market forecast
Contact Center Market industry analysis

The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading contact center market vendors that include 8x8 Inc., ALE International, Alphabet Inc., Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Atos SE, Avaya LLC, 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.. Also, the contact center market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to an analysis of the key vendors.

The publisher presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive primary and secondary research. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast accurate market growth.

Product Code: IRTNTR40477

1 Executive Summary

1.1 Market overview
- Executive Summary - Chart on Market Overview
- Executive Summary - Data Table on Market Overview
- Executive Summary - Chart on Global Market Characteristics
- Executive Summary - Chart on Market By Geographical Landscape
- Executive Summary - Chart on Market Segmentation by Type
- Executive Summary - Chart on Market Segmentation by Deployment
- Executive Summary - Chart on Incremental Growth
- Executive Summary - Data Table on Incremental Growth
- Executive Summary - Chart on Company Market Positioning

2 Market Landscape

2.1 Market ecosystem
- Parent Market
- Data Table on - Parent Market
2.2 Market characteristics
- Market characteristics analysis
2.3 Value chain analysis
- Value Chain Analysis

3 Market Sizing

3.1 Market definition
- Offerings of companies included in the market definition
3.2 Market segment analysis
- Market segments
3.3 Market size 2023
3.4 Market outlook: Forecast for 2023-2028
- Chart on Global - Market size and forecast 2023-2028 ($ billion)
- Data Table on Global - Market size and forecast 2023-2028 ($ billion)
- Chart on Global Market: Year-over-year growth 2023-2028 (%)
- Data Table on Global Market: Year-over-year growth 2023-2028 (%)

4 Historic Market Size

4.1 Global Contact Center Market 2018 - 2022
- Historic Market Size - Data Table on Global Contact Center Market 2018 - 2022 ($ billion)
4.2 Type segment analysis 2018 - 2022
- Historic Market Size - Type Segment 2018 - 2022 ($ billion)
4.3 Deployment segment analysis 2018 - 2022
- Historic Market Size - Deployment Segment 2018 - 2022 ($ billion)
4.4 Geography segment analysis 2018 - 2022
- Historic Market Size - Geography Segment 2018 - 2022 ($ billion)
4.5 Country segment analysis 2018 - 2022
- Historic Market Size - Country Segment 2018 - 2022 ($ billion)

5 Five Forces Analysis

5.1 Five forces summary
- Five forces analysis - Comparison between 2023 and 2028
5.2 Bargaining power of buyers
- Bargaining power of buyers - Impact of key factors 2023 and 2028
5.3 Bargaining power of suppliers
- Bargaining power of suppliers - Impact of key factors in 2023 and 2028
5.4 Threat of new entrants
- Threat of new entrants - Impact of key factors in 2023 and 2028
5.5 Threat of substitutes
- Threat of substitutes - Impact of key factors in 2023 and 2028
5.6 Threat of rivalry
- Threat of rivalry - Impact of key factors in 2023 and 2028
5.7 Market condition
- Chart on Market condition - Five forces 2023 and 2028

6 Market Segmentation by Type

6.1 Market segments
- Chart on Type - Market share 2023-2028 (%)
- Data Table on Type - Market share 2023-2028 (%)
6.2 Comparison by Type
- Chart on Comparison by Type
- Data Table on Comparison by Type
6.3 Voice-based - Market size and forecast 2023-2028
- Chart on Voice-based - Market size and forecast 2023-2028 ($ billion)
- Data Table on Voice-based - Market size and forecast 2023-2028 ($ billion)
- Chart on Voice-based - Year-over-year growth 2023-2028 (%)
- Data Table on Voice-based - Year-over-year growth 2023-2028 (%)
6.4 Text-based - Market size and forecast 2023-2028
- Chart on Text-based - Market size and forecast 2023-2028 ($ billion)
- Data Table on Text-based - Market size and forecast 2023-2028 ($ billion)
- Chart on Text-based - Year-over-year growth 2023-2028 (%)
- Data Table on Text-based - Year-over-year growth 2023-2028 (%)
6.5 Social media-based - Market size and forecast 2023-2028
- Chart on Social media-based - Market size and forecast 2023-2028 ($ billion)
- Data Table on Social media-based - Market size and forecast 2023-2028 ($ billion)
- Chart on Social media-based - Year-over-year growth 2023-2028 (%)
- Data Table on Social media-based - Year-over-year growth 2023-2028 (%)
6.6 Market opportunity by Type
- Market opportunity by Type ($ billion)
- Data Table on Market opportunity by Type ($ billion)

7 Market Segmentation by Deployment

7.1 Market segments
- Chart on Deployment - Market share 2023-2028 (%)
- Data Table on Deployment - Market share 2023-2028 (%)
7.2 Comparison by Deployment
- Chart on Comparison by Deployment
- Data Table on Comparison by Deployment
7.3 On-premises - Market size and forecast 2023-2028
- Chart on On-premises - Market size and forecast 2023-2028 ($ billion)
- Data Table on On-premises - Market size and forecast 2023-2028 ($ billion)
- Chart on On-premises - Year-over-year growth 2023-2028 (%)
- Data Table on On-premises - Year-over-year growth 2023-2028 (%)
7.4 Cloud-based - Market size and forecast 2023-2028
- Chart on Cloud-based - Market size and forecast 2023-2028 ($ billion)
- Data Table on Cloud-based - Market size and forecast 2023-2028 ($ billion)
- Chart on Cloud-based - Year-over-year growth 2023-2028 (%)
- Data Table on Cloud-based - Year-over-year growth 2023-2028 (%)
7.5 Market opportunity by Deployment
- Market opportunity by Deployment ($ billion)
- Data Table on Market opportunity by Deployment ($ billion)

8 Customer Landscape

8.1 Customer landscape overview
- Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

9 Geographic Landscape

9.1 Geographic segmentation
- Chart on Market share By Geographical Landscape 2023-2028 (%)
- Data Table on Market share By Geographical Landscape 2023-2028 (%)
9.2 Geographic comparison
- Chart on Geographic comparison
- Data Table on Geographic comparison
9.3 North America - Market size and forecast 2023-2028
- Chart on North America - Market size and forecast 2023-2028 ($ billion)
- Data Table on North America - Market size and forecast 2023-2028 ($ billion)
- Chart on North America - Year-over-year growth 2023-2028 (%)
- Data Table on North America - Year-over-year growth 2023-2028 (%)
9.4 APAC - Market size and forecast 2023-2028
- Chart on APAC - Market size and forecast 2023-2028 ($ billion)
- Data Table on APAC - Market size and forecast 2023-2028 ($ billion)
- Chart on APAC - Year-over-year growth 2023-2028 (%)
- Data Table on APAC - Year-over-year growth 2023-2028 (%)
9.5 Europe - Market size and forecast 2023-2028
- Chart on Europe - Market size and forecast 2023-2028 ($ billion)
- Data Table on Europe - Market size and forecast 2023-2028 ($ billion)
- Chart on Europe - Year-over-year growth 2023-2028 (%)
- Data Table on Europe - Year-over-year growth 2023-2028 (%)
9.6 South America - Market size and forecast 2023-2028
- Chart on South America - Market size and forecast 2023-2028 ($ billion)
- Data Table on South America - Market size and forecast 2023-2028 ($ billion)
- Chart on South America - Year-over-year growth 2023-2028 (%)
- Data Table on South America - Year-over-year growth 2023-2028 (%)
9.7 Middle East and Africa - Market size and forecast 2023-2028
- Chart on Middle East and Africa - Market size and forecast 2023-2028 ($ billion)
- Data Table on Middle East and Africa - Market size and forecast 2023-2028 ($ billion)
- Chart on Middle East and Africa - Year-over-year growth 2023-2028 (%)
- Data Table on Middle East and Africa - Year-over-year growth 2023-2028 (%)
9.8 US - Market size and forecast 2023-2028
- Chart on US - Market size and forecast 2023-2028 ($ billion)
- Data Table on US - Market size and forecast 2023-2028 ($ billion)
- Chart on US - Year-over-year growth 2023-2028 (%)
- Data Table on US - Year-over-year growth 2023-2028 (%)
9.9 UK - Market size and forecast 2023-2028
- Chart on UK - Market size and forecast 2023-2028 ($ billion)
- Data Table on UK - Market size and forecast 2023-2028 ($ billion)
- Chart on UK - Year-over-year growth 2023-2028 (%)
- Data Table on UK - Year-over-year growth 2023-2028 (%)
9.10 Australia - Market size and forecast 2023-2028
- Chart on Australia - Market size and forecast 2023-2028 ($ billion)
- Data Table on Australia - Market size and forecast 2023-2028 ($ billion)
- Chart on Australia - Year-over-year growth 2023-2028 (%)
- Data Table on Australia - Year-over-year growth 2023-2028 (%)
9.11 Germany - Market size and forecast 2023-2028
- Chart on Germany - Market size and forecast 2023-2028 ($ billion)
- Data Table on Germany - Market size and forecast 2023-2028 ($ billion)
- Chart on Germany - Year-over-year growth 2023-2028 (%)
- Data Table on Germany - Year-over-year growth 2023-2028 (%)
9.12 India - Market size and forecast 2023-2028
- Chart on India - Market size and forecast 2023-2028 ($ billion)
- Data Table on India - Market size and forecast 2023-2028 ($ billion)
- Chart on India - Year-over-year growth 2023-2028 (%)
- Data Table on India - Year-over-year growth 2023-2028 (%)
9.13 Market opportunity By Geographical Landscape
- Market opportunity By Geographical Landscape ($ billion)
- Data Tables on Market opportunity By Geographical Landscape ($ billion)

10 Drivers, Challenges, and Opportunity/Restraints

10.1 Market drivers
10.2 Market challenges
10.3 Impact of drivers and challenges
- Impact of drivers and challenges in 2023 and 2028
10.4 Market opportunities/restraints

11 Competitive Landscape

11.1 Overview
11.2 Competitive Landscape
- Overview on criticality of inputs and factors of differentiation
11.3 Landscape disruption
- Overview on factors of disruption
11.4 Industry risks
- Impact of key risks on business

12 Competitive Analysis

12.1 Companies profiled
- Companies covered
12.2 Market positioning of companies
- Matrix on companies position and classification
- 8x8 Inc.
- 8x8 Inc. - Overview
- 8x8 Inc. - Product / Service
- 8x8 Inc. - Key news
- 8x8 Inc. - Key offerings
12.4 ALE International
- ALE International - Overview
- ALE International - Product / Service
- ALE International - Key offerings
12.5 Alphabet Inc.
- Alphabet Inc. - Overview
- Alphabet Inc. - Business segments
- Alphabet Inc. - Key offerings
- Alphabet Inc. - Segment focus
12.6 Alvaria Inc.
- Alvaria Inc. - Overview
- Alvaria Inc. - Product / Service
- Alvaria Inc. - Key offerings
12.7 Amazon.com Inc.
- Amazon.com Inc. - Overview
- Amazon.com Inc. - Business segments
- Amazon.com Inc. - Key news
- Amazon.com Inc. - Key offerings
- Amazon.com Inc. - Segment focus
12.8 Ameyo Pvt Ltd.
- Ameyo Pvt Ltd. - Overview
- Ameyo Pvt Ltd. - Product / Service
- Ameyo Pvt Ltd. - Key offerings
12.9 Atos SE
- Atos SE - Overview
- Atos SE - Business segments
- Atos SE - Key news
- Atos SE - Key offerings
- Atos SE - Segment focus
12.10 Avaya LLC
- Avaya LLC - Overview
- Avaya LLC - Product / Service
- Avaya LLC - Key news
- Avaya LLC - Key offerings
12.11 Cisco Systems Inc.
- Cisco Systems Inc. - Overview
- Cisco Systems Inc. - Business segments
- Cisco Systems Inc. - Key news
- Cisco Systems Inc. - Key offerings
- Cisco Systems Inc. - Segment focus
12.12 Enghouse Systems Ltd.
- Enghouse Systems Ltd. - Overview
- Enghouse Systems Ltd. - Business segments
- Enghouse Systems Ltd. - Key offerings
- Enghouse Systems Ltd. - Segment focus
12.13 Five9 Inc.
- Five9 Inc. - Overview
- Five9 Inc. - Product / Service
- Five9 Inc. - Key news
- Five9 Inc. - Key offerings
12.14 Genesys Telecommunications Laboratories Inc.
- Genesys Telecommunications Laboratories Inc. - Overview
- Genesys Telecommunications Laboratories Inc. - Product / Service
- Genesys Telecommunications Laboratories Inc. - Key offerings
12.15 Mitel Networks Corp.
- Mitel Networks Corp. - Overview
- Mitel Networks Corp. - Product / Service
- Mitel Networks Corp. - Key offerings
12.16 NEC Corp.
- NEC Corp. - Overview
- NEC Corp. - Business segments
- NEC Corp. - Key news
- NEC Corp. - Key offerings
- NEC Corp. - Segment focus
12.17 NICE Ltd.
- NICE Ltd. - Overview
- NICE Ltd. - Business segments
- NICE Ltd. - Key news
- NICE Ltd. - Key offerings
- NICE Ltd. - Segment focus

13 Appendix

13.1 Scope of the report
13.2 Inclusions and exclusions checklist
- Inclusions checklist
- Exclusions checklist
13.3 Currency conversion rates for US$
- Currency conversion rates for US$
13.4 Research methodology
- Research methodology
13.5 Data procurement
- Information sources
13.6 Data validation
- Data validation
13.7 Validation techniques employed for market sizing
- Validation techniques employed for market sizing
13.8 Data synthesis
- Data synthesis
13.9 360 degree market analysis
- 360 degree market analysis
13.10 List of abbreviations
- List of abbreviations