Global Contact Center Quality Assurance Software Market Opportunities, Challenges, Strategies & Forecasts
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This report studies the Contact Center Quality Assurance Software market, covering market size for segment by type (On-premises, Cloud-based, etc.), by application (SMEs, Large Enterprises, etc.), by sales channel (Direct Channel, Distribution Channel), by player (Talkdesk, Arcaris, CloudTalk, CallSource, Scorebuddy, etc.) and by region (North America, Europe, Asia-Pacific, South America and Middle East & Africa).
This report provides detailed historical analysis of global market for Contact Center Quality Assurance Software from 2016-2021, and provides extensive market forecasts from 2022-2030 by region/country and subsectors. It covers the sales/revenue/value, gross margin, historical growth and future perspectives in the Contact Center Quality Assurance Software market.
Moreover, the impact of COVID-19 is also concerned. Since outbreak in December 2019, the COVID-19 virus has spread to all around the world and caused huge losses of lives and economy, and the global manufacturing, tourism and financial markets have been hit hard, while the online market/industry increase. Fortunately, with the development of vaccine and other effort by global governments and organizations, the negative impact of COVID-19 is expected to subside and the global economy is expected to recover.
This research covers COVID-19 impacts on the upstream, midstream and downstream industries. Moreover, this research provides an in-depth market evaluation by highlighting information on various aspects covering market dynamics like drivers, barriers, opportunities, threats, and industry news & trends. In the end, this report also provides in-depth analysis and professional advices on how to face the post COIVD-19 period.
The research methodology used to estimate and forecast this market begins by capturing the revenues of the key players and their shares in the market. Various secondary sources such as press releases, annual reports, non-profit organizations, industry associations, governmental agencies and customs data, have been used to identify and collect information useful for this extensive commercial study of the market. Calculations based on this led to the overall market size. After arriving at the overall market size, the total market has been split into several segments and subsegments, which have then been verified through primary research by conducting extensive interviews with industry experts such as CEOs, VPs, directors, and executives. The data triangulation and market breakdown procedures have been employed to complete the overall market engineering process and arrive at the exact statistics for all segments and subsegments.
Leading players of Contact Center Quality Assurance Software including:
Talkdesk
Arcaris
CloudTalk
CallSource
Scorebuddy
Adtrib
Aspect Software
Enghouse Interactive
EvaluAgent
Qualitista
Genesys
Salesforce
Ranorex
Bright Pattern
AVOXI
Market split by Type, can be divided into:
On-premises
Cloud-based
Market split by Application, can be divided into:
SMEs
Large Enterprises
Market split by Sales Channel, can be divided into:
Direct Channel
Distribution Channel
Market segment by Region/Country including:
North America (United States, Canada and Mexico)
Europe (Germany, UK, France, Italy, Russia and Spain etc.)
Asia-Pacific (China, Japan, Korea, India, Australia and Southeast Asia etc.)
South America (Brazil, Argentina and Colombia etc.)
Middle East & Africa (South Africa, UAE and Saudi Arabia etc.)
Key Questions Answered in Report
Which is the most lucrative market
Which factors will impact the growth of the market
How will changing trends impact the strategies of market players
How can market players capture the low-hanging opportunities across regions
Which companies are leading the industry
What are the winning strategies of stakeholders in the market
Chapter 1 Contact Center Quality Assurance Software Market Overview
1.1 Contact Center Quality Assurance Software Definition
1.2 Global Contact Center Quality Assurance Software Market Size Status and Outlook (2016-2030)
1.3 Global Contact Center Quality Assurance Software Market Size Comparison by Region (2016-2030)
1.4 Global Contact Center Quality Assurance Software Market Size Comparison by Type (2016-2030)
1.5 Global Contact Center Quality Assurance Software Market Size Comparison by Application (2016-2030)
1.6 Global Contact Center Quality Assurance Software Market Size Comparison by Sales Channel (2016-2030)
1.7 Contact Center Quality Assurance Software Market Dynamics (COVID-19 Impacts)
1.7.1 Market Drivers/Opportunities
1.7.2 Market Challenges/Risks
1.7.3 Market News (Mergers/Acquisitions/Expansion)
1.7.4 COVID-19 Impacts
1.7.5 Post-Strategies of COVID-19
Chapter 2 Contact Center Quality Assurance Software Market Segment Analysis by Player
2.1 Global Contact Center Quality Assurance Software Sales and Market Share by Player (2019-2021)
2.2 Global Contact Center Quality Assurance Software Revenue and Market Share by Player (2019-2021)
2.3 Global Contact Center Quality Assurance Software Average Price by Player (2019-2021)
2.4 Players Competition Situation & Trends
2.5 Conclusion of Segment by Player
Chapter 3 Contact Center Quality Assurance Software Market Segment Analysis by Type
3.1 Global Contact Center Quality Assurance Software Market by Type
3.1.1 On-premises
3.1.2 Cloud-based
3.2 Global Contact Center Quality Assurance Software Sales and Market Share by Type (2016-2021)
3.3 Global Contact Center Quality Assurance Software Revenue and Market Share by Type (2016-2021)
3.4 Global Contact Center Quality Assurance Software Average Price by Type (2016-2021)
3.5 Leading Players of Contact Center Quality Assurance Software by Type in 2021
3.6 Conclusion of Segment by Type
Chapter 4 Contact Center Quality Assurance Software Market Segment Analysis by Application
4.1 Global Contact Center Quality Assurance Software Market by Application
4.1.1 SMEs
4.1.2 Large Enterprises
4.2 Global Contact Center Quality Assurance Software Revenue and Market Share by Application (2016-2021)
4.3 Leading Consumers of Contact Center Quality Assurance Software by Application in 2021
4.4 Conclusion of Segment by Application
Chapter 5 Contact Center Quality Assurance Software Market Segment Analysis by Sales Channel
5.1 Global Contact Center Quality Assurance Software Market by Sales Channel
5.1.1 Direct Channel
5.1.2 Distribution Channel
5.2 Global Contact Center Quality Assurance Software Revenue and Market Share by Sales Channel (2016-2021)
5.3 Leading Distributors/Dealers of Contact Center Quality Assurance Software by Sales Channel in 2021
5.4 Conclusion of Segment by Sales Channel
Chapter 6 Contact Center Quality Assurance Software Market Segment Analysis by Region
6.1 Global Contact Center Quality Assurance Software Market Size and CAGR by Region (2016-2030)
6.2 Global Contact Center Quality Assurance Software Sales and Market Share by Region (2016-2021)
6.3 Global Contact Center Quality Assurance Software Revenue and Market Share by Region (2016-2021)
6.4 North America
6.4.1 North America Market by Country
6.4.2 North America Contact Center Quality Assurance Software Market Share by Type
6.4.3 North America Contact Center Quality Assurance Software Market Share by Application
6.4.4 United States
6.4.5 Canada
6.4.6 Mexico
6.5 Europe
6.5.1 Europe Market by Country
6.5.2 Europe Contact Center Quality Assurance Software Market Share by Type
6.5.3 Europe Contact Center Quality Assurance Software Market Share by Application
6.5.4 Germany
6.5.5 UK
6.5.6 France
6.5.7 Italy
6.5.8 Russia
6.5.9 Spain
6.6 Asia-Pacific
6.6.1 Asia-Pacific Market by Country
6.6.2 Asia-Pacific Contact Center Quality Assurance Software Market Share by Type
6.6.3 Asia-Pacific Contact Center Quality Assurance Software Market Share by Application
6.6.4 China
6.6.5 Japan
6.6.6 Korea
6.6.7 India
6.6.8 Southeast Asia
6.6.9 Australia
6.7 South America
6.7.1 South America Market by Country
6.7.2 South America Contact Center Quality Assurance Software Market Share by Type
6.7.3 South America Contact Center Quality Assurance Software Market Share by Application
6.7.4 Brazil
6.7.5 Argentina
6.7.6 Colombia
6.8 Middle East & Africa
6.8.1 Middle East & Africa Market by Country
6.8.2 Middle East & Africa Contact Center Quality Assurance Software Market Share by Type
6.8.3 Middle East & Africa Contact Center Quality Assurance Software Market Share by Application
6.8.4 UAE
6.8.5 Saudi Arabia
6.8.6 South Africa
6.9 Conclusion of Segment by Region
Chapter 7 Profile of Leading Contact Center Quality Assurance Software Players
7.1 Talkdesk
7.1.1 Company Snapshot
7.1.2 Product/Service Offered
7.1.3 Business Performance (Sales, Price, Revenue, Gross Margin and Market Share)
7.2 Arcaris
7.3 CloudTalk
7.4 CallSource
7.5 Scorebuddy
7.6 Adtrib
7.7 Aspect Software
7.8 Enghouse Interactive
7.9 EvaluAgent
7.10 Qualitista
7.11 Genesys
7.12 Salesforce
7.13 Ranorex
7.14 Bright Pattern
7.15 AVOXI
Chapter 8 Upstream and Downstream Analysis of Contact Center Quality Assurance Software
8.1 Industrial Chain of Contact Center Quality Assurance Software
8.2 Upstream of Contact Center Quality Assurance Software
8.3 Downstream of Contact Center Quality Assurance Software
Chapter 9 Development Trend of Contact Center Quality Assurance Software (2022-2030)
9.1 Global Contact Center Quality Assurance Software Market Size (Sales and Revenue) Forecast (2022-2030)
9.2 Global Contact Center Quality Assurance Software Market Size and CAGR Forecast by Region (2022-2030)
9.3 Global Contact Center Quality Assurance Software Market Size and CAGR Forecast by Type (2022-2030)
9.4 Global Contact Center Quality Assurance Software Market Size and CAGR Forecast by Application (2022-2030)
9.5 Global Contact Center Quality Assurance Software Market Size and CAGR Forecast by Sales Channel (2022-2030)
Chapter 10 Appendix
10.1 Research Methodology
10.2 Data Sources
10.3 Disclaimer
10.4 Analysts Certification
List of Tables and Figures
Figure Contact Center Quality Assurance Software Example
Figure Global Contact Center Quality Assurance Software Revenue (Million $) Status and Outlook (2016-2030)
Figure Global Contact Center Quality Assurance Software Revenue (Million $) Comparison by Region (2016-2030)
Figure Global Contact Center Quality Assurance Software Revenue (Million $) Comparison by Type (2016-2030)
Figure Global Contact Center Quality Assurance Software Revenue (Million $) Comparison by Application (2016-2030)
Figure Global Contact Center Quality Assurance Software Revenue (Million $) Comparison by Sales Channel (2016-2030)
Table Global Contact Center Quality Assurance Software Sales by Player (2019-2021)
Table Global Contact Center Quality Assurance Software Sales Market Share by Player (2019-2021)
Figure Global Contact Center Quality Assurance Software Sales Market Share by Player in 2021
Table Global Contact Center Quality Assurance Software Revenue (Million $) by Player (2019-2021)
Table Global Contact Center Quality Assurance Software Revenue Market Share by Player (2019-2021)
Figure Global Contact Center Quality Assurance Software Revenue Market Share by Player in 2021
Table Global Contact Center Quality Assurance Software Average Price by Player (2019-2021)
Figure Global Contact Center Quality Assurance Software Average Price by Player in 2021
Figure Global Contact Center Quality Assurance Software Players Competition Situation – Top 5 Players’ Revenue Market Share in 2019
Figure Global Contact Center Quality Assurance Software Players Competition Trends – Top 5 Players’ Revenue Market Share in 2021
Figure Example of On-premises
Figure Global On-premises Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Cloud-based
Figure Global Cloud-based Revenue (Million $) and Growth Rate (2016-2021)
Table Global Contact Center Quality Assurance Software Sales by Type (2016-2021)
Table Global Contact Center Quality Assurance Software Sales Market Share by Type (2016-2021)
Figure Global Contact Center Quality Assurance Software Sales Market Share by Type in 2021
Table Global Contact Center Quality Assurance Software Revenue (Million $) by Type (2016-2021)
Table Global Contact Center Quality Assurance Software Revenue Market Share by Type (2016-2021)
Figure Global Contact Center Quality Assurance Software Revenue Market Share by Type in 2021
Table Global Contact Center Quality Assurance Software Average Price by Type (2016-2021)
Figure Global Contact Center Quality Assurance Software Average Price by Type in 2021
Table Leading Players of Contact Center Quality Assurance Software by Type in 2021
Figure Example of SMEs
Figure Global Contact Center Quality Assurance Software for SMEs Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Large Enterprises
Figure Global Contact Center Quality Assurance Software for Large Enterprises Revenue (Million $) and Growth Rate (2016-2021)
Table Global Contact Center Quality Assurance Software Sales by Application (2016-2021)
Table Global Contact Center Quality Assurance Software Sales Market Share by Application (2016-2021)
Figure Global Contact Center Quality Assurance Software Sales Market Share by Application in 2021
Table Leading Consumers of Contact Center Quality Assurance Software by Application in 2021
Figure Example of Direct Channel
Figure Global Contact Center Quality Assurance Software for Direct Channel Revenue (Million $) and Growth Rate (2016-2021)
Figure Example of Distribution Channel
Figure Global Contact Center Quality Assurance Software for Distribution Channel Revenue (Million $) and Growth Rate (2016-2021)
Table Global Contact Center Quality Assurance Software Revenue by Sales Channel (2016-2021)
Table Global Contact Center Quality Assurance Software Revenue Market Share by Sales Channel (2016-2021)
Figure Global Contact Center Quality Assurance Software Revenue Market Share by Sales Channel in 2021
Table Leading Distributors/Dealers of Contact Center Quality Assurance Software by Sales Channel in 2021
Table Global Contact Center Quality Assurance Software Market Size and CAGR by Region (2016-2030)
Table Global Contact Center Quality Assurance Software Sales by Region (2016-2021)
Table Global Contact Center Quality Assurance Software Sales Market Share by Region (2016-2021)
Figure Global Contact Center Quality Assurance Software Sales Market Share by Region in 2021
Table Global Contact Center Quality Assurance Software Revenue (Million $) by Region (2016-2021)
Table Global Contact Center Quality Assurance Software Revenue Market Share by Region (2016-2021)
Figure Global Contact Center Quality Assurance Software Revenue Market Share by Region in 2021
Table North America Contact Center Quality Assurance Software Sales by Country (2016-2021)
Figure North America Contact Center Quality Assurance Software Sales Market Share by Country (2016-2021)
Table North America Contact Center Quality Assurance Software Revenue by Country (2016-2021)
Figure North America Contact Center Quality Assurance Software Revenue Market Share by Country (2016-2021)
Figure North America Contact Center Quality Assurance Software Market Share by Type in 2021
Figure North America Contact Center Quality Assurance Software Market Share by Application in 2021
Figure United States Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure United States Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure Canada Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Canada Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure Mexico Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Mexico Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Table Europe Contact Center Quality Assurance Software Sales by Country (2016-2021)
Figure Europe Contact Center Quality Assurance Software Sales Market Share by Country (2016-2021)
Table Europe Contact Center Quality Assurance Software Revenue by Country (2016-2021)
Figure Europe Contact Center Quality Assurance Software Revenue Market Share by Country (2016-2021)
Figure Europe Contact Center Quality Assurance Software Market Share by Type in 2021
Figure Europe Contact Center Quality Assurance Software Market Share by Application in 2021
Figure Germany Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Germany Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure UK Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure UK Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure France Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure France Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure Italy Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Italy Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure Russia Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Russia Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure Spain Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Spain Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Table Asia-Pacific Contact Center Quality Assurance Software Sales by Country (2016-2021)
Figure Asia-Pacific Contact Center Quality Assurance Software Sales Market Share by Country (2016-2021)
Table Asia-Pacific Contact Center Quality Assurance Software Revenue by Country (2016-2021)
Figure Asia-Pacific Contact Center Quality Assurance Software Revenue Market Share by Country (2016-2021)
Figure Asia-Pacific Contact Center Quality Assurance Software Market Share by Type in 2021
Figure Asia-Pacific Contact Center Quality Assurance Software Market Share by Application in 2021
Figure China Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure China Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure Japan Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Japan Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure Korea Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Korea Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure India Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure India Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure Southeast Asia Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Southeast Asia Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure Australia Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Australia Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Table South America Contact Center Quality Assurance Software Sales by Country (2016-2021)
Figure South America Contact Center Quality Assurance Software Sales Market Share by Country (2016-2021)
Table South America Contact Center Quality Assurance Software Revenue by Country (2016-2021)
Figure South America Contact Center Quality Assurance Software Revenue Market Share by Country (2016-2021)
Figure South America Contact Center Quality Assurance Software Market Share by Type in 2021
Figure South America Contact Center Quality Assurance Software Market Share by Application in 2021
Figure Brazil Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Brazil Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure Argentina Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Argentina Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure Colombia Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Colombia Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Table Middle East & Africa Contact Center Quality Assurance Software Sales by Country (2016-2021)
Figure Middle East & Africa Contact Center Quality Assurance Software Sales Market Share by Country (2016-2021)
Table Middle East & Africa Contact Center Quality Assurance Software Revenue by Country (2016-2021)
Figure Middle East & Africa Contact Center Quality Assurance Software Revenue Market Share by Country (2016-2021)
Figure Middle East & Africa Contact Center Quality Assurance Software Market Share by Type in 2021
Figure Middle East & Africa Contact Center Quality Assurance Software Market Share by Application in 2021
Figure UAE Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure UAE Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure Saudi Arabia Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure Saudi Arabia Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Figure South Africa Contact Center Quality Assurance Software Sales and Growth Rate (2016-2021)
Figure South Africa Contact Center Quality Assurance Software Revenue (Million $) and Growth Rate (2016-2021)
Table Company Snapshot of Talkdesk
Table Contact Center Quality Assurance Software Introduction of Talkdesk
Table Contact Center Quality Assurance Software Sales, Price, Revenue, Gross Margin and Market Share of Talkdesk (2019-2021)
Table Industrial Chain of Contact Center Quality Assurance Software
Table Manufacturing Cost Structure of Contact Center Quality Assurance Software
Table General Manufacturing Process of Contact Center Quality Assurance Software
Table Leading Distributors/Dealers of Contact Center Quality Assurance Software
Table Leading Consumers of Contact Center Quality Assurance Software
Figure Global Contact Center Quality Assurance Software Sales and Growth Rate Forecast (2022-2030)
Figure Global Contact Center Quality Assurance Software Revenue and Growth Rate Forecast (2022-2030)
Table Global Contact Center Quality Assurance Software Market Size and CAGR Forecast by Region (2022-2030)
Table Global Contact Center Quality Assurance Software Market Size and CAGR Forecast by Type (2022-2030)
Table Global Contact Center Quality Assurance Software Market Size and CAGR Forecast by Application (2022-2030)
Table Global Contact Center Quality Assurance Software Market Size and CAGR Forecast by Sales Channel (2022-2030)
Research Methodology:
Contact Center Quality Assurance Software Market Size Estimation
To estimate market size and trends, we use a combination of top-down and bottom-up methods. This allows us to evaluate the market from various perspectives—by company, region, product type, and end users.
Our estimates are based on actual sales data, excluding any discounts. Segment breakdowns and market shares are calculated using weighted averages based on usage rates and average prices. Regional insights are determined by how widely a product or service is adopted in each area.
Key companies are identified through secondary sources like industry reports and company filings. We then verify revenue estimates and other key data points through primary research, including interviews with industry experts, company executives, and decision-makers.
We take into account all relevant factors that could influence the market and validate our findings with real-world input. Our final insights combine both qualitative and quantitative data to provide a well-rounded view. Please note, these estimates do not account for unexpected changes such as inflation, economic downturns, or policy shifts.
Data Source
Secondary Sources
This study draws on a wide range of secondary sources, including press releases, annual reports, non-profit organizations, industry associations, government agencies, and customs data. We also referred to reputable databases and directories such as Bloomberg, Wind Info, Hoovers, Factiva, Trading Economics, Statista, and others. Additional references include investor presentations, company filings (e.g., SEC), economic data, and documents from regulatory and industry bodies.
These sources were used to gather technical and market-focused insights, identify key players, analyze market segmentation and classification, and track major trends and developments across industries.
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Primary Sources
As part of our primary research, we interviewed a variety of stakeholders from both the supply and demand sides to gather valuable qualitative and quantitative insights.
On the supply side, we spoke with product manufacturers, competitors, industry experts, research institutions, distributors, traders, and raw material suppliers. On the demand side, we engaged with business leaders, marketing and sales heads, technology and innovation directors, supply chain executives, and end users across key organizations.
These conversations helped us better understand market segmentation, pricing, applications, leading players, supply chains, demand trends, industry outlook, and key market dynamics—including risks, opportunities, barriers, and strategic developments.
Key Data Information from Primary Sources
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