Contact Center Solutions Market Analysis Highlights the Impact of COVID-19 (2020-2024) | Integration Of IVR Into Contact Centers to Boost Market 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.
Although the COVID-19 pandemic continues to transform the growth of various industries, the immediate impact of the outbreak is varied. While a few industries will register a drop in demand, numerous others will continue to remain unscathed and show promising growth opportunities. Technavio's in-depth research has all your needs covered as our research reports include all foreseeable market scenarios, including pre- & post-COVID-19 analysis. Download a Free Sample Report on COVID-19 Impacts
Frequently Asked Questions:
What are the major trends in the market?
Integration of chatbots for better turnaround times is a major trend driving the market growth.
At what rate is the market projected to grow?
The year-over-year growth for 2020 is estimated at 8.76% and the incremental growth of the market is anticipated to be $ 5.45 bn during the forecast period.
Who are the top players in the market?
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
What is the key market driver?
The integration of IVR into contact centers is driving the growth of the market.
How big is the North American market?
The North America region will contribute 43% of the market share
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. The integration of IVR into contact centers will offer immense growth opportunities. To make 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.
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Technavio's custom research reports offer detailed insights on the impact of COVID-19 at an industry level, a regional level, and subsequent supply chain operations. This customized report will also help clients keep up with new product launches in direct & indirect COVID-19 related markets, upcoming vaccines and pipeline analysis, and significant developments in vendor operations and government regulations.
Contact Center Solutions Market 2020-2024: Segmentation
Contact Center Solutions Market is segmented as below:
Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources. The 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.
Technavio suggests three forecast scenarios (optimistic, probable, and pessimistic) considering the impact of COVID-19. Technavio's in-depth research has direct and indirect COVID-19 impacted market research reports.
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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