Global Contact Centre Market Report 2021 by Key Players, Types, Applications, Countries, Market Size, Forecast to 2027 (Based on 2020 COVID-19 Worldwide Spread)
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The Contact Centre market is expected to grow from USD X.X million in 2021 to USD X.X million by 2027, at a CAGR of X.X% during the forecast period. The global Contact Centre market report is a comprehensive research that focuses on the overall consumption structure, development trends, sales models and sales of top countries in the global Contact Centre market. The report focuses on well-known providers in the global Contact Centre industry, market segments, competition, and the macro environment.
Under COVID-19 Outbreak, how the Contact Centre Industry will develop is also analyzed in detail in Chapter 1.7 of the report.
In Chapter 2.4, we analyzed industry trends in the context of COVID-19.
In Chapter 3.5, we analyzed the impact of COVID-19 on the product industry chain based on the upstream and downstream markets.
In Chapters 6 to 10 of the report, we analyze the impact of COVID-19 on various regions and major countries.
In chapter 13.5, the impact of COVID-19 on the future development of the industry is pointed out.
A holistic study of the market is made by considering a variety of factors, from demographics conditions and business cycles in a particular country to market-specific microeconomic impacts. The study found the shift in market paradigms in terms of regional competitive advantage and the competitive landscape of major players.
Key players in the global Contact Centre market covered in Chapter 4:
Huawei Technologies
IBM
NEC
Nice
Five9
Genesys
Cisco
Enghouse Interactive
Oracle
Mitel
In Chapter 11 and 13.3, on the basis of types, the Contact Centre market from 2016 to 2027 is primarily split into:
Cloud
On-Premises
In Chapter 12 and 13.4, on the basis of applications, the Contact Centre market from 2016 to 2027 covers:
Large Enterprises
Medium-sized Enterprises
Small Enterprises
Geographically, the detailed analysis of consumption, revenue, market share and growth rate, historic and forecast (2016-2027) of the following regions are covered in Chapter 5, 6, 7, 8, 9, 10, 13:
North America (Covered in Chapter 6 and 13)
United States
Canada
Mexico
Europe (Covered in Chapter 7 and 13)
Germany
UK
France
Italy
Spain
Russia
Others
Asia-Pacific (Covered in Chapter 8 and 13)
China
Japan
South Korea
Australia
India
Southeast Asia
Others
Middle East and Africa (Covered in Chapter 9 and 13)
Saudi Arabia
UAE
Egypt
Nigeria
South Africa
Others
South America (Covered in Chapter 10 and 13)
Brazil
Argentina
Columbia
Chile
Others
Years considered for this report:
Historical Years: 2016-2020
Base Year: 2020
Estimated Year: 2021
Forecast Period: 2021-2027
Table of Content
1 Report Overview
1.1 Study Scope
1.2 Key Market Segments
1.3 Regulatory Scenario by Region/Country
1.4 Market Investment Scenario Strategic
1.5 Market Analysis by Type
1.5.1 Global Contact Centre Market Share by Type (2021-2027)
1.5.2 Cloud
1.5.3 On-Premises
1.6 Market by Application
1.6.1 Global Contact Centre Market Share by Application (2021-2027)
1.6.2 Large Enterprises
1.6.3 Medium-sized Enterprises
1.6.4 Small Enterprises
1.7 Contact Centre Industry Development Trends under COVID-19 Outbreak
1.7.1 Global COVID-19 Status Overview
1.7.2 Influence of COVID-19 Outbreak on Contact Centre Industry Development
2. Global Market Growth Trends
2.1 Industry Trends
2.1.1 SWOT Analysis
2.1.2 Porter’s Five Forces Analysis
2.2 Potential Market and Growth Potential Analysis
2.3 Industry News and Policies by Regions
2.3.1 Industry News
2.3.2 Industry Policies
2.4 Industry Trends Under COVID-19
3 Value Chain of Contact Centre Market
3.1 Value Chain Status
3.2 Contact Centre Manufacturing Cost Structure Analysis
3.2.1 Production Process Analysis
3.2.2 Manufacturing Cost Structure of Contact Centre
3.2.3 Labor Cost of Contact Centre
3.2.3.1 Labor Cost of Contact Centre Under COVID-19
3.3 Sales and Marketing Model Analysis
3.4 Downstream Major Customer Analysis (by Region)
3.5 Value Chain Status Under COVID-19
4 Players Profiles
4.1 Huawei Technologies
4.1.1 Huawei Technologies Basic Information
4.1.2 Contact Centre Product Profiles, Application and Specification
4.1.3 Huawei Technologies Contact Centre Market Performance (2016-2021)
4.1.4 Huawei Technologies Business Overview
4.2 IBM
4.2.1 IBM Basic Information
4.2.2 Contact Centre Product Profiles, Application and Specification
4.2.3 IBM Contact Centre Market Performance (2016-2021)
4.2.4 IBM Business Overview
4.3 NEC
4.3.1 NEC Basic Information
4.3.2 Contact Centre Product Profiles, Application and Specification
4.3.3 NEC Contact Centre Market Performance (2016-2021)
4.3.4 NEC Business Overview
4.4 Nice
4.4.1 Nice Basic Information
4.4.2 Contact Centre Product Profiles, Application and Specification
4.4.3 Nice Contact Centre Market Performance (2016-2021)
4.4.4 Nice Business Overview
4.5 Five9
4.5.1 Five9 Basic Information
4.5.2 Contact Centre Product Profiles, Application and Specification
4.5.3 Five9 Contact Centre Market Performance (2016-2021)
4.5.4 Five9 Business Overview
4.6 Genesys
4.6.1 Genesys Basic Information
4.6.2 Contact Centre Product Profiles, Application and Specification
4.6.3 Genesys Contact Centre Market Performance (2016-2021)
4.6.4 Genesys Business Overview
4.7 Cisco
4.7.1 Cisco Basic Information
4.7.2 Contact Centre Product Profiles, Application and Specification
4.7.3 Cisco Contact Centre Market Performance (2016-2021)
4.7.4 Cisco Business Overview
4.8 Enghouse Interactive
4.8.1 Enghouse Interactive Basic Information
4.8.2 Contact Centre Product Profiles, Application and Specification
4.8.3 Enghouse Interactive Contact Centre Market Performance (2016-2021)
4.8.4 Enghouse Interactive Business Overview
4.9 Oracle
4.9.1 Oracle Basic Information
4.9.2 Contact Centre Product Profiles, Application and Specification
4.9.3 Oracle Contact Centre Market Performance (2016-2021)
4.9.4 Oracle Business Overview
4.10 Mitel
4.10.1 Mitel Basic Information
4.10.2 Contact Centre Product Profiles, Application and Specification
4.10.3 Mitel Contact Centre Market Performance (2016-2021)
4.10.4 Mitel Business Overview
5 Global Contact Centre Market Analysis by Regions
5.1 Global Contact Centre Sales, Revenue and Market Share by Regions
5.1.1 Global Contact Centre Sales by Regions (2016-2021)
5.1.2 Global Contact Centre Revenue by Regions (2016-2021)
5.2 North America Contact Centre Sales and Growth Rate (2016-2021)
5.3 Europe Contact Centre Sales and Growth Rate (2016-2021)
5.4 Asia-Pacific Contact Centre Sales and Growth Rate (2016-2021)
5.5 Middle East and Africa Contact Centre Sales and Growth Rate (2016-2021)
5.6 South America Contact Centre Sales and Growth Rate (2016-2021)
6 North America Contact Centre Market Analysis by Countries
6.1 North America Contact Centre Sales, Revenue and Market Share by Countries
6.1.1 North America Contact Centre Sales by Countries (2016-2021)
6.1.2 North America Contact Centre Revenue by Countries (2016-2021)
6.1.3 North America Contact Centre Market Under COVID-19
6.2 United States Contact Centre Sales and Growth Rate (2016-2021)
6.2.1 United States Contact Centre Market Under COVID-19
6.3 Canada Contact Centre Sales and Growth Rate (2016-2021)
6.4 Mexico Contact Centre Sales and Growth Rate (2016-2021)
7 Europe Contact Centre Market Analysis by Countries
7.1 Europe Contact Centre Sales, Revenue and Market Share by Countries
7.1.1 Europe Contact Centre Sales by Countries (2016-2021)
7.1.2 Europe Contact Centre Revenue by Countries (2016-2021)
7.1.3 Europe Contact Centre Market Under COVID-19
7.2 Germany Contact Centre Sales and Growth Rate (2016-2021)
7.2.1 Germany Contact Centre Market Under COVID-19
7.3 UK Contact Centre Sales and Growth Rate (2016-2021)
7.3.1 UK Contact Centre Market Under COVID-19
7.4 France Contact Centre Sales and Growth Rate (2016-2021)
7.4.1 France Contact Centre Market Under COVID-19
7.5 Italy Contact Centre Sales and Growth Rate (2016-2021)
7.5.1 Italy Contact Centre Market Under COVID-19
7.6 Spain Contact Centre Sales and Growth Rate (2016-2021)
7.6.1 Spain Contact Centre Market Under COVID-19
7.7 Russia Contact Centre Sales and Growth Rate (2016-2021)
7.7.1 Russia Contact Centre Market Under COVID-19
8 Asia-Pacific Contact Centre Market Analysis by Countries
8.1 Asia-Pacific Contact Centre Sales, Revenue and Market Share by Countries
8.1.1 Asia-Pacific Contact Centre Sales by Countries (2016-2021)
8.1.2 Asia-Pacific Contact Centre Revenue by Countries (2016-2021)
8.1.3 Asia-Pacific Contact Centre Market Under COVID-19
8.2 China Contact Centre Sales and Growth Rate (2016-2021)
8.2.1 China Contact Centre Market Under COVID-19
8.3 Japan Contact Centre Sales and Growth Rate (2016-2021)
8.3.1 Japan Contact Centre Market Under COVID-19
8.4 South Korea Contact Centre Sales and Growth Rate (2016-2021)
8.4.1 South Korea Contact Centre Market Under COVID-19
8.5 Australia Contact Centre Sales and Growth Rate (2016-2021)
8.6 India Contact Centre Sales and Growth Rate (2016-2021)
8.6.1 India Contact Centre Market Under COVID-19
8.7 Southeast Asia Contact Centre Sales and Growth Rate (2016-2021)
8.7.1 Southeast Asia Contact Centre Market Under COVID-19
9 Middle East and Africa Contact Centre Market Analysis by Countries
9.1 Middle East and Africa Contact Centre Sales, Revenue and Market Share by Countries
9.1.1 Middle East and Africa Contact Centre Sales by Countries (2016-2021)
9.1.2 Middle East and Africa Contact Centre Revenue by Countries (2016-2021)
9.1.3 Middle East and Africa Contact Centre Market Under COVID-19
9.2 Saudi Arabia Contact Centre Sales and Growth Rate (2016-2021)
9.3 UAE Contact Centre Sales and Growth Rate (2016-2021)
9.4 Egypt Contact Centre Sales and Growth Rate (2016-2021)
9.5 Nigeria Contact Centre Sales and Growth Rate (2016-2021)
9.6 South Africa Contact Centre Sales and Growth Rate (2016-2021)
10 South America Contact Centre Market Analysis by Countries
10.1 South America Contact Centre Sales, Revenue and Market Share by Countries
10.1.1 South America Contact Centre Sales by Countries (2016-2021)
10.1.2 South America Contact Centre Revenue by Countries (2016-2021)
10.1.3 South America Contact Centre Market Under COVID-19
10.2 Brazil Contact Centre Sales and Growth Rate (2016-2021)
10.2.1 Brazil Contact Centre Market Under COVID-19
10.3 Argentina Contact Centre Sales and Growth Rate (2016-2021)
10.4 Columbia Contact Centre Sales and Growth Rate (2016-2021)
10.5 Chile Contact Centre Sales and Growth Rate (2016-2021)
11 Global Contact Centre Market Segment by Types
11.1 Global Contact Centre Sales, Revenue and Market Share by Types (2016-2021)
11.1.1 Global Contact Centre Sales and Market Share by Types (2016-2021)
11.1.2 Global Contact Centre Revenue and Market Share by Types (2016-2021)
11.2 Cloud Sales and Price (2016-2021)
11.3 On-Premises Sales and Price (2016-2021)
12 Global Contact Centre Market Segment by Applications
12.1 Global Contact Centre Sales, Revenue and Market Share by Applications (2016-2021)
12.1.1 Global Contact Centre Sales and Market Share by Applications (2016-2021)
12.1.2 Global Contact Centre Revenue and Market Share by Applications (2016-2021)
12.2 Large Enterprises Sales, Revenue and Growth Rate (2016-2021)
12.3 Medium-sized Enterprises Sales, Revenue and Growth Rate (2016-2021)
12.4 Small Enterprises Sales, Revenue and Growth Rate (2016-2021)
13 Contact Centre Market Forecast by Regions (2021-2027)
13.1 Global Contact Centre Sales, Revenue and Growth Rate (2021-2027)
13.2 Contact Centre Market Forecast by Regions (2021-2027)
13.2.1 North America Contact Centre Market Forecast (2021-2027)
13.2.2 Europe Contact Centre Market Forecast (2021-2027)
13.2.3 Asia-Pacific Contact Centre Market Forecast (2021-2027)
13.2.4 Middle East and Africa Contact Centre Market Forecast (2021-2027)
13.2.5 South America Contact Centre Market Forecast (2021-2027)
13.3 Contact Centre Market Forecast by Types (2021-2027)
13.4 Contact Centre Market Forecast by Applications (2021-2027)
13.5 Contact Centre Market Forecast Under COVID-19
14 Appendix
14.1 Methodology
14.2 Research Data Source
List of Tables and Figures
Table Global Contact Centre Market Size Growth Rate by Type (2021-2027)
Figure Global Contact Centre Market Share by Type in 2020 & 2026
Figure Cloud Features
Figure On-Premises Features
Table Global Contact Centre Market Size Growth by Application (2021-2027)
Figure Global Contact Centre Market Share by Application in 2020 & 2026
Figure Large Enterprises Description
Figure Medium-sized Enterprises Description
Figure Small Enterprises Description
Figure Global COVID-19 Status Overview
Table Influence of COVID-19 Outbreak on Contact Centre Industry Development
Table SWOT Analysis
Figure Porter's Five Forces Analysis
Figure Global Contact Centre Market Size and Growth Rate 2016-2027
Table Industry News
Table Industry Policies
Figure Value Chain Status of Contact Centre
Figure Production Process of Contact Centre
Figure Manufacturing Cost Structure of Contact Centre
Figure Major Company Analysis (by Business Distribution Base, by Product Type)
Table Downstream Major Customer Analysis (by Region)
Table Huawei Technologies Profile
Table Huawei Technologies Production, Value, Price, Gross Margin 2016-2021
Table IBM Profile
Table IBM Production, Value, Price, Gross Margin 2016-2021
Table NEC Profile
Table NEC Production, Value, Price, Gross Margin 2016-2021
Table Nice Profile
Table Nice Production, Value, Price, Gross Margin 2016-2021
Table Five9 Profile
Table Five9 Production, Value, Price, Gross Margin 2016-2021
Table Genesys Profile
Table Genesys Production, Value, Price, Gross Margin 2016-2021
Table Cisco Profile
Table Cisco Production, Value, Price, Gross Margin 2016-2021
Table Enghouse Interactive Profile
Table Enghouse Interactive Production, Value, Price, Gross Margin 2016-2021
Table Oracle Profile
Table Oracle Production, Value, Price, Gross Margin 2016-2021
Table Mitel Profile
Table Mitel Production, Value, Price, Gross Margin 2016-2021
Figure Global Contact Centre Sales and Growth Rate (2016-2021)
Figure Global Contact Centre Revenue ($) and Growth (2016-2021)
Table Global Contact Centre Sales by Regions (2016-2021)
Table Global Contact Centre Sales Market Share by Regions (2016-2021)
Table Global Contact Centre Revenue ($) by Regions (2016-2021)
Table Global Contact Centre Revenue Market Share by Regions (2016-2021)
Table Global Contact Centre Revenue Market Share by Regions in 2016
Table Global Contact Centre Revenue Market Share by Regions in 2020
Figure North America Contact Centre Sales and Growth Rate (2016-2021)
Figure Europe Contact Centre Sales and Growth Rate (2016-2021)
Figure Asia-Pacific Contact Centre Sales and Growth Rate (2016-2021)
Figure Middle East and Africa Contact Centre Sales and Growth Rate (2016-2021)
Figure South America Contact Centre Sales and Growth Rate (2016-2021)
Figure North America Contact Centre Revenue ($) and Growth (2016-2021)
Table North America Contact Centre Sales by Countries (2016-2021)
Table North America Contact Centre Sales Market Share by Countries (2016-2021)
Figure North America Contact Centre Sales Market Share by Countries in 2016
Figure United States Contact Centre Sales and Growth Rate (2016-2021)
Figure Canada Contact Centre Sales and Growth Rate (2016-2021)
Figure Mexico Contact Centre Sales and Growth (2016-2021)
Figure Europe Contact Centre Revenue ($) Growth (2016-2021)
Table Europe Contact Centre Sales by Countries (2016-2021)
Table Europe Contact Centre Sales Market Share by Countries (2016-2021)
Figure Germany Contact Centre Sales and Growth Rate (2016-2021)
Figure UK Contact Centre Sales and Growth Rate (2016-2021)
Figure France Contact Centre Sales and Growth Rate (2016-2021)
Figure Italy Contact Centre Sales and Growth Rate (2016-2021)
Figure Spain Contact Centre Sales and Growth Rate (2016-2021)
Figure Russia Contact Centre Sales and Growth Rate (2016-2021)
Figure Asia-Pacific Contact Centre Revenue ($) and Growth (2016-2021)
Table Asia-Pacific Contact Centre Sales by Countries (2016-2021)
Table Asia-Pacific Contact Centre Sales Market Share by Countries (2016-2021)
Figure China Contact Centre Sales and Growth Rate (2016-2021)
Figure Japan Contact Centre Sales and Growth Rate (2016-2021)
Figure South Korea Contact Centre Sales and Growth Rate (2016-2021)
Figure Australia Contact Centre Sales and Growth Rate (2016-2021)
Figure India Contact Centre Sales and Growth Rate (2016-2021)
Figure Southeast Asia Contact Centre Sales and Growth Rate (2016-2021)
Figure Middle East and Africa Contact Centre Revenue ($) and Growth (2016-2021)
Table Middle East and Africa Contact Centre Sales by Countries (2016-2021)
Table Middle East and Africa Contact Centre Sales Market Share by Countries (2016-2021)
Figure Saudi Arabia Contact Centre Sales and Growth Rate (2016-2021)
Figure UAE Contact Centre Sales and Growth Rate (2016-2021)
Figure Egypt Contact Centre Sales and Growth Rate (2016-2021)
Figure Nigeria Contact Centre Sales and Growth Rate (2016-2021)
Figure South Africa Contact Centre Sales and Growth Rate (2016-2021)
Figure South America Contact Centre Revenue ($) and Growth (2016-2021)
Figure Brazil Contact Centre Sales and Growth Rate (2016-2021)
Figure Argentina Contact Centre Sales and Growth Rate (2016-2021)
Figure Columbia Contact Centre Sales and Growth Rate (2016-2021)
Figure Chile Contact Centre Sales and Growth Rate (2016-2021)
Table Global Contact Centre Sales by Types (2016-2021)
Table Global Contact Centre Revenue ($) by Types (2016-2021)
Figure Global Cloud Sales and Growth Rate (2016-2021)
Figure Global Cloud Price (2016-2021)
Figure Global On-Premises Sales and Growth Rate (2016-2021)
Figure Global On-Premises Price (2016-2021)
Table Global Contact Centre Sales by Applications (2016-2021)
Table Global Contact Centre Sales Share by Applications (2016-2021)
Figure Global Large Enterprises Sales and Growth Rate (2016-2021)
Figure Global Large Enterprises Revenue and Growth Rate (2016-2021)
Figure Global Medium-sized Enterprises Sales and Growth Rate (2016-2021)
Figure Global Medium-sized Enterprises Revenue and Growth Rate (2016-2021)
Figure Global Small Enterprises Sales and Growth Rate (2016-2021)
Figure Global Small Enterprises Revenue and Growth Rate (2016-2021)
Figure Global Contact Centre Sales and Growth Rate (2021-2027)
Figure Global Contact Centre Revenue ($) and Growth Rate (2021-2027)
Table Global Contact Centre Sales Forecast by Regions (2021-2027)
Table Global Contact Centre Revenue Forecast by Regions (2021-2027)
Figure North America Contact Centre Sales Forecast (2021-2027)
Figure North America Contact Centre Revenue Forecast (2021-2027)
Figure Europe Contact Centre Sales Forecast (2021-2027)
Figure Europe Contact Centre Revenue Forecast (2021-2027)
Figure Asia-Pacific Contact Centre Sales Forecast (2021-2027)
Figure Asia-Pacific Contact Centre Revenue Forecast (2021-2027)
Figure Middle East and Africa Contact Centre Sales Forecast (2021-2027)
Figure Middle East and Africa Contact Centre Revenue Forecast (2021-2027)
Figure South America Contact Centre Sales Forecast (2021-2027)
Figure South America Contact Centre Revenue Forecast (2021-2027)
Table Global Contact Centre Sales Forecast by Types (2021-2027)
Table Global Contact Centre Sales Market Share Forecast by Types (2021-2027)
Table Global Contact Centre Revenue Market Share Forecast by Types (2021-2027)
Table Global Contact Centre Sales Market Share Forecast by Applications (2021-2027)
Table Global Contact Centre Revenue Forecast by Applications (2021-2027)
Table Global Contact Centre Revenue Market Share Forecast by Applications (2021-2027)
Research Methodology:
Contact Centre 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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