COVID-19 Impact and Recovery Analysis | Contact Center Solutions Market 2020-2024 | Integration Of IVR Into Contact Centers to Boost Growth | Technavio

Technavio has been monitoring the contact center solutions market and it is poised to grow by USD 5.45 bn during 2020-2024, progressing at a CAGR of over 9% during the forecast period. The report offers an up-to-date analysis regarding the current market scenario, latest trends and drivers, and the overall market environment.

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Technavio suggests three forecast scenarios (optimistic, probable, and pessimistic) considering the impact of COVID-19. Please Request Latest Free Sample Report on COVID-19 Impact

The market is fragmented, and the degree of fragmentation will accelerate during the forecast period. 8x8 Inc., ALE International, Aspect Software Inc., Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., and NEC Corp, are some of the major market participants. To make the most of the opportunities, market vendors should focus more on the growth prospects in the fast-growing segments, while maintaining their positions in the slow-growing segments.

Integration of IVR into contact centers has been instrumental in driving the growth of the market.

Contact Center Solutions Market 2020-2024 : Segmentation

Contact Center Solutions Market is segmented as below:

• Deployment
  • Cloud-based
  • On-premise
• Type
  • Voice
  • Text
  • Social
• Distribution Channel
  • APAC
  • Europe
  • MEA
  • North America
  • South America

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Contact Center Solutions Market 2020-2024 : Scope

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources. Our contact center solutions market report covers the following areas:

• Contact Center Solutions Market Size
• Contact Center Solutions Market Trends
• Contact Center Solutions Market Industry Analysis

This study identifies the integration of chatbots for better turnaround times as one of the prime reasons driving the contact center solutions market growth during the next few years.

Contact Center Solutions Market 2020-2024 : Vendor Analysis

We provide a detailed analysis of around 25 vendors operating in the contact center solutions market, including some of the vendors such as 8x8 Inc., ALE International, Aspect Software Inc., Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., and NEC Corp. Backed with competitive intelligence and benchmarking, our research reports on the contact center solutions market are designed to provide entry support, customer profile and M&As as well as go-to-market strategy support.

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Contact Center Solutions Market 2020-2024 : Key Highlights

• CAGR of the market during the forecast period 2020-2024
• Detailed information on factors that will assist contact center solutions market growth during the next five years
• Estimation of the contact center solutions market size and its contribution to the parent market
• Predictions on upcoming trends and changes in consumer behavior
• The growth of the contact center solutions market
• Analysis of the market’s competitive landscape and detailed information on vendors
• Comprehensive details of factors that will challenge the growth of contact center solutions market vendors

Table Of Contents :

PART 01: EXECUTIVE SUMMARY

PART 02: SCOPE OF THE REPORT

• 2.1 Preface
• 2.2 Preface
• 2.3 Currency conversion rates for US$

PART 03: MARKET LANDSCAPE

• Market ecosystem
• Market characteristics
• Market segmentation analysis

PART 04: MARKET SIZING

• Market definition
• Market sizing 2019
• Market size and forecast 2019-2024

PART 05: FIVE FORCES ANALYSIS

• Bargaining power of buyers
• Bargaining power of suppliers
• Threat of new entrants
• Threat of substitutes
• Threat of rivalry
• Market condition

PART 06: MARKET SEGMENTATION BY DEPLOYMENT

• Market segmentation by deployment
• Comparison by deployment
• On-premises - Market size and forecast 2019-2024
• Cloud-based - Market size and forecast 2019-2024
• Market opportunity by deployment

PART 07: CUSTOMER LANDSCAPE

PART 08: MARKET SEGMENTATION BY TYPE

• Market segmentation by type
• Comparison by type
• Voice - Market size and forecast 2019-2024
• Text - Market size and forecast 2019-2024
• Social - Market size and forecast 2019-2024
• Market opportunity by type

PART 09: GEOGRAPHIC LANDSCAPE

• Geographic segmentation
• Geographic comparison
• North America - Market size and forecast 2019-2024
• APAC - Market size and forecast 2019-2024
• Europe - Market size and forecast 2019-2024
• South America - Market size and forecast 2019-2024
• MEA - Market size and forecast 2019-2024
• Key leading countries
• Market opportunity

PART 10: DECISION FRAMEWORK

PART 11: DRIVERS AND CHALLENGES

• Market driver
• Market challenges

PART 12: MARKET TRENDS

• Strategic partnerships and acquisitions among market participants
• Increasing use of analytics solutions in contact centers
• Rise of social media channels as medium of contact

PART 13: VENDOR LANDSCAPE

• Overview
• Landscape disruption
• Competitive scenario

PART 14: VENDOR ANALYSIS

• Vendors covered
• Vendor classification
• Market positioning of vendors
• 8x8 Inc.
• ALE International
• Aspect Software Inc.
• Avaya Holdings Corp.
• Cisco Systems, Inc.
• Enghouse Systems Ltd.
• Five9 Inc.
• Genesys Telecommunications Laboratories Inc.
• Mitel Networks Corp.
• NEC Corp.

PART 15: APPENDIX

• Research methodology
• List of abbreviations
• Definition of market positioning of vendors

PART 16: EXPLORE TECHNAVIO

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