TABLE OF CONTENT: 1.Introduction 1.1. Research Scope 1.2. Market Segmentation 1.3. Research Methodology and Assumptions 2. Executive Summary 3. Market Dynamics 3.1. Drivers, Restraints and Opportunities 3.2. Emerging Trends of Market 4. Key Insights 4.1. Macro and Micro Economic Factors 4.2. Key Technological Developments 4.3. Industry SWOT Analysis 5. Global Contact Center Software Market Analysis, Insights and Forecast, 2015-2026 5.1. Key Findings / Summary 5.2. Market Sizing Estimations and Forecasts – By Component (US$ Mn) 5.2.1. Solutions 5.2.1.1. Interactive Voice Response (IVR) 5.2.1.2. Automatic Call Distribution 5.2.1.3. Computer Telephony Integration (CTI) 5.2.1.4. Call Recording 5.2.1.5. Reporting and Analytics 5.2.1.6. Dialer 5.2.1.7. Workforce Optimization 5.2.1.8. Customer Collaboration 5.2.1.9. Others 5.2.2. Services 5.2.2.1. Professional Services 5.2.2.1.1. Consulting 5.2.2.1.2. Training and Education 5.2.2.1.3. Support and Maintenance 5.2.2.2. Managed Services 5.3. Market Sizing Estimations and Forecasts – By Organization Size (US$ Mn) 5.3.1. Large Enterprises 5.3.2. Small and Medium-Sized Enterprises 5.4. Market Sizing Estimations and Forecasts – By Deployment (US$ Mn) 5.4.1. Cloud 5.4.2. On-Premises 5.5. Market Sizing Estimations and Forecasts – By Vertical (US$ Mn) 5.5.1. Banking, Financial Services, and Insurance 5.5.2. IT and Telecom 5.5.3. Government 5.5.4. Healthcare 5.5.5. Consumer Goods and Retail 5.5.6. Travel and Hospitality 5.5.7. Media and Entertainment 5.5.8. Others 5.6. Market Analysis, Insights and Forecast – By Geography (US$ Mn) 5.6.1. North America 5.6.2. Europe 5.6.3. Asia Pacific 5.6.4. Middle East and Africa 5.6.5. Latin America 6. North America Contact Center Software Market Analysis, Insights and Forecast, 2015-2026 6.1. Key Findings / Summary 6.2. Market Sizing Estimations and Forecasts – By Component (US$ Mn) 6.2.1. Solutions 6.2.1.1. Interactive Voice Response (IVR) 6.2.1.2. Automatic Call Distribution 6.2.1.3. Computer Telephony Integration (CTI) 6.2.1.4. Call Recording 6.2.1.5. Reporting and Analytics 6.2.1.6. Dialer 6.2.1.7. Workforce Optimization 6.2.1.8. Customer Collaboration 6.2.1.9. Others 6.2.2. Services 6.2.2.1. Professional Services 6.2.2.1.1. Consulting 6.2.2.1.2. Training and Education 6.2.2.1.3. Support and Maintenance 6.2.2.2. Managed Services 6.3. Market Sizing Estimations and Forecasts – By Organization Size (US$ Mn) 6.3.1. Large Enterprises 6.3.2. Small and Medium-Sized Enterprises 6.4. Market Sizing Estimations and Forecasts – By Deployment (US$ Mn) 6.4.1. Cloud 6.4.2. On-Premises 6.5. Market Sizing Estimations and Forecasts – By Vertical (US$ Mn) 6.5.1. Banking, Financial Services, and Insurance 6.5.2. IT and Telecom 6.5.3. Government 6.5.4. Healthcare 6.5.5. Consumer Goods and Retail 6.5.6. Travel and Hospitality 6.5.7. Media and Entertainment 6.5.8. Others 6.6. Market Analysis, Insights and Forecast – By Country (US$ Mn) 6.6.1. United States 6.6.2. Canada 6.6.3. Rest of North America 7. Europe Contact Center Software Market Analysis, Insights and Forecast, 2015-2026 7.1. Key Findings / Summary 7.2. Market Sizing Estimations and Forecasts – By Component (US$ Mn) 7.2.1. Solutions 7.2.1.1. Interactive Voice Response (IVR) 7.2.1.2. Automatic Call Distribution 7.2.1.3. Computer Telephony Integration (CTI) 7.2.1.4. Call Recording 7.2.1.5. Reporting and Analytics 7.2.1.6. Dialer 7.2.1.7. Workforce Optimization 7.2.1.8. Customer Collaboration 7.2.1.9. Others 7.2.2. Services 7.2.2.1. Professional Services 7.2.2.1.1. Consulting 7.2.2.1.2. Training and Education 7.2.2.1.3. Support and Maintenance 7.2.2.2. Managed Services 7.3. Market Sizing Estimations and Forecasts – By Organization Size (US$ Mn) 7.3.1. Large Enterprises 7.3.2. Small and Medium-Sized Enterprises 7.4. Market Sizing Estimations and Forecasts – By Deployment (US$ Mn) 7.4.1. Cloud 7.4.2. On-Premises 7.5. Market Sizing Estimations and Forecasts – By Vertical (US$ Mn) 7.5.1. Banking, Financial Services, and Insurance 7.5.2. IT and Telecom 7.5.3. Government 7.5.4. Healthcare 7.5.5. Consumer Goods and Retail 7.5.6. Travel and Hospitality 7.5.7. Media and Entertainment 7.5.8. Others 7.6. Market Analysis, Insights and Forecast – By Country (US$ Mn) 7.6.1. UK 7.6.2. Germany 7.6.3. France 7.6.4. Rest of Europ 8. Asia Pacific Contact Center Software Market Analysis, Insights and Forecast, 2015-2026 8.1. Key Findings / Summary 8.2. Market Sizing Estimations and Forecasts – By Component (US$ Mn) 8.2.1. Solutions 8.2.1.1. Interactive Voice Response (IVR) 8.2.1.2. Automatic Call Distribution 8.2.1.3. Computer Telephony Integration (CTI) 8.2.1.4. Call Recording 8.2.1.5. Reporting and Analytics 8.2.1.6. Dialer 8.2.1.7. Workforce Optimization 8.2.1.8. Customer Collaboration 8.2.1.9. Others 8.2.2. Services 8.2.2.1. Professional Services 8.2.2.1.1. Consulting 8.2.2.1.2. Training and Education 8.2.2.1.3. Support and Maintenance 8.2.2.2. Managed Services 8.3. Market Sizing Estimations and Forecasts – By Organization Size (US$ Mn) 8.3.1. Large Enterprises 8.3.2. Small and Medium-Sized Enterprises 8.4. Market Sizing Estimations and Forecasts – By Deployment (US$ Mn) 8.4.1. Cloud 8.4.2. On-Premises 8.5. Market Sizing Estimations and Forecasts – By Vertical (US$ Mn) 8.5.1. Banking, Financial Services, and Insurance 8.5.2. IT and Telecom 8.5.3. Government 8.5.4. Healthcare 8.5.5. Consumer Goods and Retail 8.5.6. Travel and Hospitality 8.5.7. Media and Entertainment 8.5.8. Others 8.6. Market Analysis, Insights and Forecast – By Country (US$ Mn) 8.6.1. Japan 8.6.2. China 8.6.3. India 8.6.4. Southeast Asia 8.6.5. Rest of Asia Pacific 9. Middle East and Africa Contact Center Software Market Analysis, Insights and Forecast, 2015-2026 9.1. Key Findings / Summary 9.2. Market Sizing Estimations and Forecasts – By Component (US$ Mn) 9.2.1. Solutions 9.2.1.1. Interactive Voice Response (IVR) 9.2.1.2. Automatic Call Distribution 9.2.1.3. Computer Telephony Integration (CTI) 9.2.1.4. Call Recording 9.2.1.5. Reporting and Analytics 9.2.1.6. Dialer 9.2.1.7. Workforce Optimization 9.2.1.8. Customer Collaboration 9.2.1.9. Others 9.2.2. Services 9.2.2.1. Professional Services 9.2.2.1.1. Consulting 9.2.2.1.2. Training and Education 9.2.2.1.3. Support and Maintenance 9.2.2.2. Managed Services 9.3. Market Sizing Estimations and Forecasts – By Organization Size (US$ Mn) 9.3.1. Large Enterprises 9.3.2. Small and Medium-Sized Enterprises 9.4. Market Sizing Estimations and Forecasts – By Deployment (US$ Mn) 9.4.1. Cloud 9.4.2. On-Premises 9.5. Market Sizing Estimations and Forecasts – By Vertical (US$ Mn) 9.5.1. Banking, Financial Services, and Insurance 9.5.2. IT and Telecom 9.5.3. Government 9.5.4. Healthcare 9.5.5. Consumer Goods and Retail 9.5.6. Travel and Hospitality 9.5.7. Media and Entertainment 9.5.8. Others 9.6. Market Analysis, Insights and Forecast – By Country (US$ Mn) 9.6.1. South Africa 9.6.2. GCC 9.6.3. Rest of Middle East & Africa 10. Latin America Contact Center Software Market Analysis, Insights and Forecast, 2015-2026 10.1. Key Findings / Summary 10.2. Market Sizing Estimations and Forecasts – By Component (US$ Mn) 10.2.1. Solutions 10.2.1.1. Interactive Voice Response (IVR) 10.2.1.2. Automatic Call Distribution 10.2.1.3. Computer Telephony Integration (CTI) 10.2.1.4. Call Recording 10.2.1.5. Reporting and Analytics 10.2.1.6. Dialer 10.2.1.7. Workforce Optimization 10.2.1.8. Customer Collaboration 10.2.1.9. Others 10.2.2. Services 10.2.2.1. Professional Services 10.2.2.1.1. Consulting 10.2.2.1.2. Training and Education 10.2.2.1.3. Support and Maintenance 10.2.2.2. Managed Services 10.3. Market Sizing Estimations and Forecasts – By Organization Size (US$ Mn) 10.3.1. Large Enterprises 10.3.2. Small and Medium-Sized Enterprises 10.4. Market Sizing Estimations and Forecasts – By Deployment (US$ Mn) 10.4.1. Cloud 10.4.2. On-Premises 10.5. Market Sizing Estimations and Forecasts – By Vertical (US$ Mn) 10.5.1. Banking, Financial Services, and Insurance 10.5.2. IT and Telecom 10.5.3. Government 10.5.4. Healthcare 10.5.5. Consumer Goods and Retail 10.5.6. Travel and Hospitality 10.5.7. Media and Entertainment 10.5.8. Others 10.6. Market Analysis, Insights and Forecast – By Country (US$ Mn) 10.6.1. Brazil 10.6.2. Mexico 10.6.3. Rest of LATAM 11. Competitive Landscape 11.1. Global Market Share Analysis, By Key Players, 2018 11.2. Competition Matrix 11.2.1. Business Strategies Adopted by Leading Players 11.2.2. Comparison Matrix 12. Company Profile 12.1. Alcatel-Lucent Enterprise 12.1.1. Overview 12.1.2. Product Portfolio 12.1.3. Financials 12.1.4. Recent Developments Similar data shall be provided for below companies 12.2. Avaya, Inc. 12.3. Cisco Systems 12.4. Enghouse Interactive, Inc. 12.5. Five9, Inc. 12.6. Genesys 12.7. Microsoft Corporation 12.8. NEC Corporation 12.9. Mitel Corporation 12.10. SAP SE 12.11. Nice Systems Ltd 12.12. Huawei Technologies Co., Ltd

Alcatel-Lucent Enterprise Avaya, Inc. Cisco Systems Enghouse Interactive, Inc. Five9, Inc. Genesys Microsoft Corporation NEC Corporation Mitel Corporation SAP SE Nice Systems Ltd Huawei Technologies Co., Ltd