NORTH AMERICA CONTACT CENTER SOFTWARE MARKET 2022-2028

According to Triton Market Research’s report, the contact center software market in North America is deemed to register growth at a compound annual growth rate of 10.63% during the forecasted period from 2022 to 2028.

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The countries evaluated in the region comprise:

• The United States

• Canada

The United States captures the highest share in the contact center software market. The market’s growth in the region can be attributed to the growth of industries such as BFSI, IT, and telecommunications. As per estimates, companies in the US are losing significant revenue owing to consumers switching products. As a result, companies are adopting contact center solutions to resolve customer complaints, increase requests, and improve feedback. Thus, as stated above, these factors are estimated to drive the contact center software market.

In the United States, the rapid adoption of advanced technologies and the presence of prominent companies supports the market's growth. Moreover, the significant growth of the telecom and IT infrastructure have influenced companies to adopt contact center solutions. For instance, 8X8 Inc launched a contact center for Microsoft Teams, offering employees and agents a direct routing solution. Further, Five9 collaborated with Conn3ct to enhance customer experience. Such developments are expected to influence companies to adopt contact center solutions, fueling the market’s growth.

Large organizations are adopting emerging technologies to automate mundane tasks, increasing the overall productivity and efficiency of contact centers. The adoption of contact center solutions is more in large enterprises due to sufficient budgets, high call volumes, and low customer satisfaction scores. The market’s growth is determined based on organization size, end-user, delivery mode, and software & service. The organization size segment is categorized into large organizations and small & medium organizations.

The major companies in the market consist of SAP SE, Aspect Software, NEC, Atos, ZTE Corporation, Vonage, and Nice.

Vonage is a US-based business cloud communications provider. It serves clients across multiple industries, including telecom and IT. The company offers CPaaS, CCaaS, UCaaS, unified communications, call center, contact center, and office phone systems. Vonage has operations across multiple regions, with headquarters in New Jersey, the United States.

Key deliverables of the report:

· Market CAGR during the forecasting years 2022-2028

· Detailed data highlighting key insights, industry components, and market strategies

· Comprehensive information and estimation of the contact center software market revenue growth in North America and its influence on the parent market

· In-depth study of forthcoming trends in consumer behavioral patterns

· A meticulous analysis of the competitive landscape, vendor scorecard, and Porter’s Five Forces

· A wide-ranging study of factors that will challenge the North America contact center software market’s growth during the upcoming years

Want to get specific insights? Our team of analysts can customize this report based on your preferences. Connect with us here.

Major Players in the Market

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Table of Content

1. NORTH AMERICA CONTACT CENTER SOFTWARE MARKET - SUMMARY

2. INDUSTRY OUTLOOK

2.1. IMPACT OF COVID-19 ON THE CONTACT CENTER SOFTWARE MARKET

2.2. KEY INSIGHTS

2.2.1. INCREASING NEED TO ENHANCE CUSTOMER EXPERIENCE

2.2.2. RAPID ADVANCEMENTS IN CUSTOMER RELATIONSHIP MANAGEMENT

2.3. PORTER’S FIVE FORCES ANALYSIS

2.3.1. THREAT OF NEW ENTRANTS

2.3.2. THREAT OF SUBSTITUTES

2.3.3. BARGAINING POWER OF BUYERS

2.3.4. BARGAINING POWER OF SUPPLIERS

2.3.5. THREAT OF COMPETITIVE RIVALRY

2.4. KEY BUYING IMPACT ANALYSIS

2.4.1. FLEXIBILITY

2.4.2. SCALABILITY

2.4.3. EASE OF USE

2.4.4. DEPLOYMENT TIME

2.5. MARKET ATTRACTIVENESS INDEX

2.6. VENDOR SCORECARD

2.7. INDUSTRY COMPONENTS

2.8. REGULATORY FRAMEWORK

2.9. KEY MARKET STRATEGIES

2.9.1. ACQUISITIONS

2.9.2. PRODUCT LAUNCHES

2.9.3. CONTRACTS & AGREEMENTS

2.9.4. INVESTMENTS & EXPANSIONS

2.10. MARKET DRIVERS

2.10.1 INCREASING DEMAND FOR ADVANCED CONTACT CENTER TECHNOLOGIES

2.10.2 RISING PENETRATION OF SOCIAL MEDIA IN CONTACT CENTER OPERATIONS

2.10.3 CONTINUOUS AND RAPID TRANSITIONS TO CLOUD-BASED CONTACT CENTERS

2.11. MARKET CHALLENGES

2.11.1. CONCERNS REGARDING DATA SECURITY AND PRIVACY

2.11.2. HIGH INVESTMENT COSTS

2.12. MARKET OPPORTUNITIES

2.12.1. SURGE IN NEED FOR PERSONALIZED SERVICES

2.12.2. EMERGENCE OF ADVANCED TECHNOLOGIES

3. NORTH AMERICA CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY SOFTWARE & SERVICE

3.1. SOFTWARE

3.2. SERVICES

4. NORTH AMERICA CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY DELIVERY MODE

4.1. ON-PREMISE

4.2. CLOUD

5. NORTH AMERICA CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY ORGANIZATION SIZE

5.1. SMALL & MEDIUM ORGANIZATION

5.2. LARGE ORGANIZATIONS

6. NORTH AMERICA CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY END-USER

6.1. BFSI

6.2. HEALTHCARE

6.3. RETAIL & E-COMMERCE

6.4. GOVERNMENT AND EDUCATION

6.5. IT AND TELECOM

6.6. TRAVEL & HOSPITALITY

7. NORTH AMERICA CONTACT CENTER SOFTWARE MARKET – COUNTRY OUTLOOK

7.1. UNITED STATES

7.2. CANADA

8. COMPETITIVE LANDSCAPE

8.1. CISCO SYSTEMS INC

8.2. FIVE9 INC

8.3. GENESYS TELECOMMUNICATIONS LABORATORIES INC

8.4. AVAYA INC

8.5. 8X8 INC

8.6. AMAZON WEB SERVICES INC

8.7. ENGHOUSE INTERACTIVE INC

8.8. UNIFY INC

8.9. SAP SE

8.10. NEC

8.11. ASPECT SOFTWARE

8.12. ATOS

8.13. VONAGE

8.14. ZTE CORPORATION

8.15. NICE

8.16. LIFESIZE

8.17. TALKDESK

8.18. VOCALCOM

9. RESEARCH METHODOLOGY & SCOPE

9.1. RESEARCH SCOPE & DELIVERABLES

9.2. SOURCES OF DATA

9.3. RESEARCH METHODOLOGY

List of Tables

TABLE 1: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)

TABLE 2: VENDOR SCORECARD

TABLE 3: REGULATORY FRAMEWORK

TABLE 4: ACQUISITIONS

TABLE 5: LIST OF PRODUCT LAUNCHES

TABLE 6: LIST OF CONTRACTS & AGREEMENTS

TABLE 7: LIST OF INVESTMENTS & EXPANSIONS

TABLE 8: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICES, 2022-2028 (IN $ MILLION)

TABLE 9: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2022-2028 (IN $ MILLION)

TABLE 10: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2022-2028 (IN $ MILLION)

TABLE 11: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2022-2028 (IN $ MILLION)

TABLE 12: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)

List of Figures

FIGURE 1: KEY BUYING IMPACT ANALYSIS

FIGURE 2: MARKET ATTRACTIVENESS INDEX

FIGURE 3: INDUSTRY COMPONENTS

FIGURE 4: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2021 & 2028 (IN %)

FIGURE 5: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE, 2022-2028 (IN $ MILLION)

FIGURE 6: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY SERVICES, 2022-2028 (IN $ MILLION)

FIGURE 7: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2021 & 2028 (IN %)

FIGURE 8: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY ON-PREMISE, 2022-2028 (IN $ MILLION)

FIGURE 9: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY CLOUD, 2022-2028 (IN $ MILLION)

FIGURE 10: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2021 & 2028 (IN %)

FIGURE 11: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY SMALL & MEDIUM ORGANIZATION, 2022-2028 (IN $ MILLION)

FIGURE 12: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY LARGE ORGANIZATIONS, 2022-2028 (IN $ MILLION)

FIGURE 13: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2021 & 2028 (IN %)

FIGURE 14: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY BFSI, 2022-2028 (IN $ MILLION)

FIGURE 15: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY HEALTHCARE, 2022-2028 (IN $ MILLION)

FIGURE 16: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY RETAIL & E-COMMERCE, 2022-2028 (IN $ MILLION)

FIGURE 17: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY GOVERNMENT AND EDUCATION, 2022-2028 (IN $ MILLION)

FIGURE 18: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY IT AND TELECOM, 2022-2028 (IN $ MILLION)

FIGURE 19: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, BY TRAVEL & HOSPITALITY, 2022-2028 (IN $ MILLION)

FIGURE 20: NORTH AMERICA CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2028 (IN %)

FIGURE 21: UNITED STATES CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

FIGURE 22: CANADA CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)