1 INTRODUCTION 37
1.1 INTRODUCTION TO COVID-19 37
1.2 COVID-19 HEALTH ASSESSMENT 37
FIGURE 1 COVID-19: THE GLOBAL PROPAGATION 37
FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES 38
1.3 COVID-19 ECONOMIC ASSESSMENT 39
FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020 39
1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT 40
FIGURE 4 CRITERIA IMPACTING THE GLOBAL ECONOMY 40
FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF THE GLOBAL ECONOMY 41
1.4 OBJECTIVES OF THE STUDY 42
1.5 MARKET DEFINITION 42
1.5.1 INCLUSIONS AND EXCLUSIONS 43
1.6 MARKET SCOPE 45
1.6.1 MARKET SEGMENTATION 45
1.6.2 REGIONS COVERED 46
1.6.3 YEARS CONSIDERED FOR THE STUDY 46
1.7 CURRENCY CONSIDERED 47
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2016-2020 47
1.8 STAKEHOLDERS 47
1.9 SUMMARY OF CHANGES 48

2 RESEARCH METHODOLOGY 49
2.1 RESEARCH DATA 49
FIGURE 6 CONTACT CENTER SOFTWARE MARKET: RESEARCH DESIGN 50
2.1.1 SECONDARY DATA 50
2.1.2 PRIMARY DATA 51
2.1.2.1 Breakup of primary profiles 52
FIGURE 7 BREAKUP OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION 52
2.1.2.2 Key industry insights 52
2.2 MARKET BREAKUP AND DATA TRIANGULATION 53
FIGURE 8 DATA TRIANGULATION 53
2.3 MARKET SIZE ESTIMATION 54
FIGURE 9 CONTACT CENTER SOFTWARE MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 54
FIGURE 10 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 1 (SUPPLY SIDE): REVENUE OF SERVICES FROM CONTACT CENTER SOFTWARE VENDORS 55
FIGURE 11 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF CONTACT CENTER SOFTWARE VENDORS 56
FIGURE 12 MARKET SIZE ESTIMATION METHODOLOGY - SUPPLY SIDE: ILLUSTRATION OF VENDOR REVENUE ESTIMATION 57
FIGURE 13 MARKET SIZE ESTIMATION METHODOLOGY - SUPPLY SIDE: CAGR PROJECTIONS FROM THE SUPPLY SIDE 58
FIGURE 14 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 2 (DEMAND SIDE): REVENUE GENERATED FROM INDUSTRIES (1/2) 59
2.4 MARKET FORECAST 60
TABLE 2 FACTOR ANALYSIS 60
2.5 RESEARCH ASSUMPTIONS 61
2.6 LIMITATIONS OF THE STUDY 62

3 EXECUTIVE SUMMARY 63
FIGURE 15 CONTACT CENTER SOFTWARE MARKET: GLOBAL SNAPSHOT 64
FIGURE 16 TOP-GROWING SEGMENTS IN THE CONTACT CENTER SOFTWARE MARKET 64
FIGURE 17 CONTACT CENTER SOFTWARE MARKET: REGIONAL SNAPSHOT 65

4 PREMIUM INSIGHTS 67
4.1 ATTRACTIVE GROWTH OPPORTUNITIES IN THE CONTACT CENTER SOFTWARE MARKET 67
FIGURE 18 RISING ADOPTION OF ADVANCED TECHNOLOGIES IN CONTACT CENTERS DRIVING CONTACT CENTER ADOPTION ACROSS ENTERPRISES 67
4.2 CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2020 VS. 2026 68
FIGURE 19 OMNICHANNEL ROUTING SEGMENT TO HOLD THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD 68
4.3 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODEL, 2020 68
FIGURE 20 ON-PREMISES SEGMENT TO HOLD A LARGER MARKET SHARE IN 2020 68
4.4 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2020 69
FIGURE 21 LARGE ENTERPRISES SEGMENT TO HOLD A LARGER MARKET SHARE IN 2020 69
4.5 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2020 VS. 2026 69
FIGURE 22 MANUFACTURING VERTICAL TO HOLD THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD 69

5 MARKET OVERVIEW AND INDUSTRY TRENDS 70
5.1 INTRODUCTION 70
5.2 MARKET DYNAMICS 70
FIGURE 23 CONTACT CENTER SOFTWARE MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 71
5.2.1 DRIVERS 71
5.2.1.1 Rising adoption of advanced contact center technologies 71
FIGURE 24 ADVANCED TECHNOLOGY ADOPTION TRENDS ACROSS CONTACT CENTERS 72
5.2.1.2 Need for handling contact center attrition and absenteeism 72
5.2.1.3 Emerging role of social media in contact center operations 72
5.2.1.4 Increasing adoption of virtual and cloud-based contact center solutions during and post-COVID-19 to achieve better business continuity 73
FIGURE 25 IMPACT OF COVID-19 ON CALL CENTER VOLUME 74
FIGURE 26 COVID-19 STATISTICS: TRANSITIONS TO CLOUD CONTACT CENTERS 75
5.2.1.5 Growing need for omnichannel solutions to minimize efforts in reaching end customers 75
FIGURE 27 MOST DEMANDED CAPABILITIES IN CONTACT CENTER SOLUTIONS 76
5.2.1.6 Continuous transitions to cloud-based contact centers 76
5.2.1.7 Growing demand for personalized and streamlined customer interactions to achieve high customer satisfaction 77
5.2.2 RESTRAINTS 77
5.2.2.1 Inadequate network bandwidth in the emerging economies minimizes the adoption of VoIP and cloud-based telephony 77
5.2.2.2 High costs and long-term contracts associated with PRI phone services 77
5.2.2.3 Impact of IVR frauds and cyber attacks on business operations 78
5.2.3 OPPORTUNITIES 78
5.2.3.1 Dynamic customer demands for robust self-service interactions 78
5.2.3.2 Growing demand to analyze audio and video conversations in real time 79
FIGURE 28 TAKE-UP OF SPEECH ANALYTICS IN THE NEXT FIVE TO TEN YEARS 79
5.2.3.3 Shifting focus of enterprises toward the work from home culture 80
5.2.4 CHALLENGES 80
5.2.4.1 Data privacy and security aspects 80
5.2.4.2 Barriers in moving contact centers to cloud environments 80
5.3 COVID-19-DRIVEN MARKET DYNAMICS 81
5.3.1 DRIVERS AND OPPORTUNITIES 81
5.3.2 RESTRAINTS AND CHALLENGES 82
5.4 REGULATORY IMPLICATIONS AND INDUSTRY STANDARDS 83
5.4.1 GENERAL DATA PROTECTION REGULATION 83
5.4.2 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 9001 QUALITY MANAGEMENT 83
5.4.3 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION/ INTERNATIONAL ELECTROTECHNICAL COMMISSION 27000 STANDARDS 83
5.4.4 CLOUD SECURITY ALLIANCE CONTROLS 84
5.4.5 SYSTEM AND ORGANIZATION CONTROL REPORTS 84
5.4.5.1 System and organization control 2 84
5.4.6 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT 84
5.4.7 PAYMENT CARD INDUSTRY DATA SECURITY STANDARD 85
5.4.8 OFCOM REGULATIONS 85
5.5 PORTER'S FIVE FORCES ANALYSIS 86
TABLE 3 CONTACT CENTER SOFTWARE MARKET: PORTER'S FIVE FORCES ANALYSIS 86
FIGURE 29 CONTACT CENTER SOFTWARE MARKET: PORTER'S FIVE FORCES ANALYSIS 86
5.5.1 THREAT OF NEW ENTRANTS 87
5.5.2 THREAT OF SUBSTITUTES 87
5.5.3 BARGAINING POWER OF SUPPLIERS 87
5.5.4 BARGAINING POWER OF BUYERS 88
5.5.5 INTENSITY OF COMPETITIVE RIVALRY 88
5.6 CASE STUDY ANALYSIS 88
5.6.1 CASE STUDY 1: BANKING, FINANCIAL SERVICES, AND INSURANCE 88
5.6.2 CASE STUDY 2: MANUFACTURING 89
5.6.3 CASE STUDY 3: RETAIL 89
5.6.4 CASE STUDY 4: HEALTHCARE 90
5.6.5 CASE STUDY 5: TELECOMMUNICATIONS 91
5.6.6 CASE STUDY 6: INFORMATION TECHNOLOGY 91
5.6.7 CASE STUDY 7: GOVERNMENT 92
5.6.8 CASE STUDY 8: MEDIA AND ENTERTAINMENT 92
5.7 VALUE CHAIN ANALYSIS 93
FIGURE 30 CONTACT CENTER SOFTWARE MARKET: VALUE CHAIN ANALYSIS 93
5.8 MARKET ECOSYSTEM 94
FIGURE 31 CONTACT CENTER SOFTWARE MARKET: ECOSYSTEM 94
5.9 TECHNOLOGY ANALYSIS 95
5.9.1 ADVANCED ANALYTICS 95
5.9.1.1 Data analytics 95
5.9.1.2 Speech analytics 95
5.9.1.3 Sentiment analytics 95
5.9.2 ARTIFICIAL INTELLIGENCE 96
5.9.2.1 Machine learning 96
5.9.2.2 Natural language processing 96
5.10 PRICING ANALYSIS 97
TABLE 4 CONTACT CENTER SOFTWARE MARKET: PRICING ANALYSIS 98
5.11 PATENT ANALYSIS 99
TABLE 5 CONTACT CENTER SOFTWARE MARKET: PATENT ANALYSIS 99

6 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT 105
6.1 INTRODUCTION 106
6.1.1 COMPONENTS: COVID-19 IMPACT 106
FIGURE 32 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 107
TABLE 6 CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 107
TABLE 7 CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 107
6.2 SOLUTIONS 108
6.2.1 SOLUTIONS: CONTACT CENTER SOFTWARE MARKET DRIVERS 108
TABLE 8 SOLUTIONS: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2016-2019 (USD MILLION) 108
TABLE 9 SOLUTIONS: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2020-2026 (USD MILLION) 109
TABLE 10 SOLUTIONS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 109
TABLE 11 SOLUTIONS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 110
6.2.2 OMNICHANNEL ROUTING 110
6.2.2.1 Digital channels 110
6.2.2.2 Interactive voice response 110
6.2.2.3 Automatic call distributors 111
6.2.2.4 Dialers 111
6.2.2.5 Virtual agents 111
TABLE 12 OMNICHANNEL ROUTING: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 111
TABLE 13 OMNICHANNEL ROUTING: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 112
6.2.3 WORKFORCE ENGAGEMENT MANAGEMENT 112
6.2.3.1 Workforce optimization 112
6.2.3.2 Call recording and quality management 112
TABLE 14 WORKFORCE ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 113
TABLE 15 WORKFORCE ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 113
6.2.4 REPORTING AND ANALYTICS 113
6.2.4.1 Historical and customized reports 113
6.2.4.2 Speech analytics 114
6.2.4.3 Text analytics 114
TABLE 16 REPORTING AND ANALYTICS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 114
TABLE 17 REPORTING AND ANALYTICS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 114
6.2.5 CUSTOMER ENGAGEMENT MANAGEMENT 115
TABLE 18 CUSTOMER ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 115
TABLE 19 CUSTOMER ENGAGEMENT MANAGEMENT: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 115
6.2.6 OTHER SOLUTIONS 116
TABLE 20 OTHER SOLUTIONS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 116
TABLE 21 OTHERS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 116
6.3 SERVICES 117
6.3.1 SERVICES: CONTACT CENTER SOFTWARE MARKET DRIVERS 117
TABLE 22 SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2016-2019 (USD MILLION) 117
TABLE 23 SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2020-2026 (USD MILLION) 117
TABLE 24 SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 118
TABLE 25 SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 118
6.3.2 CONSULTING 118
TABLE 26 CONSULTING MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 119
TABLE 27 CONSULTING MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 119
6.3.3 IMPLEMENTATION AND INTEGRATION 119
TABLE 28 IMPLEMENTATION AND INTEGRATION MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 120
TABLE 29 IMPLEMENTATION AND INTEGRATION MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 120
6.3.4 TRAINING, SUPPORT, AND MAINTENANCE 120
TABLE 30 TRAINING, SUPPORT, AND MAINTENANCE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 121
TABLE 31 TRAINING, SUPPORT, AND MAINTENANCE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 121

7 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE 122
7.1 INTRODUCTION 123
7.1.1 ORGANIZATION SIZE: COVID-19 IMPACT 123
FIGURE 33 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 123
TABLE 32 CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 124
TABLE 33 CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 124
7.2 LARGE ENTERPRISES 124
7.2.1 LARGE ENTERPRISES: CONTACT CENTER SOFTWARE MARKET DRIVERS 124
TABLE 34 LARGE ENTERPRISES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 125
TABLE 35 LARGE ENTERPRISES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 125
7.3 SMALL AND MEDIUM-SIZED ENTERPRISES 125
7.3.1 SMALL AND MEDIUM-SIZED ENTERPRISES: CONTACT CENTER SOFTWARE MARKET DRIVERS 126
TABLE 36 SMALL AND MEDIUM-SIZED ENTERPRISES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 126
TABLE 37 SMALL AND MEDIUM-SIZED ENTERPRISES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 126

8 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODEL 127
8.1 INTRODUCTION 128
8.1.1 DEPLOYMENT MODEL: COVID-19 IMPACT 128
FIGURE 34 CLOUD SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 129
TABLE 38 CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2019 (USD MILLION) 129
TABLE 39 CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2020-2026 (USD MILLION) 129
8.2 ON-PREMISES 130
8.2.1 ON-PREMISES: CONTACT CENTER SOFTWARE MARKET DRIVERS 130
TABLE 40 ON-PREMISES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 130
TABLE 41 ON-PREMISES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 131
8.3 CLOUD 131
8.3.1 CLOUD: CONTACT CENTER SOFTWARE MARKET DRIVERS 131
TABLE 42 CLOUD: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 132
TABLE 43 CLOUD: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 132

9 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY 133
9.1 INTRODUCTION 134
9.1.1 INDUSTRIES: COVID-19 IMPACT 134
FIGURE 35 RETAIL AND CONSUMER GOODS INDUSTRY TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 134
TABLE 44 CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2016-2019 (USD MILLION) 135
TABLE 45 CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2020-2026 (USD MILLION) 135
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 136
9.2.1 BANKING, FINANCIAL SERVICES, AND INSURANCE: CONTACT CENTER SOFTWARE MARKET DRIVERS 136
TABLE 46 BANKING, FINANCIAL SERVICES, AND INSURANCE: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 136
TABLE 47 BANKING, FINANCIAL SERVICES, AND INSURANCE: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 137
9.3 TELECOMMUNICATIONS 137
9.3.1 TELECOMMUNICATIONS: CONTACT CENTER SOFTWARE MARKET DRIVERS 137
TABLE 48 TELECOMMUNICATIONS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 138
TABLE 49 TELECOMMUNICATIONS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 138
9.4 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES 138
9.4.1 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: CONTACT CENTER SOFTWARE MARKET DRIVERS 139
TABLE 50 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 139
TABLE 51 INFORMATION TECHNOLOGY AND INFORMATION TECHNOLOGY-ENABLED SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 139
9.5 GOVERNMENT AND PUBLIC SECTOR 140
9.5.1 GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER SOFTWARE MARKET DRIVERS 140
TABLE 52 GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 140
TABLE 53 GOVERNMENT AND PUBLIC SECTOR: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 141
9.6 RETAIL AND CONSUMER GOODS 141
9.6.1 RETAIL AND CONSUMER GOODS: CONTACT CENTER SOFTWARE MARKET DRIVERS 141
TABLE 54 RETAIL AND CONSUMER GOODS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 142
TABLE 55 RETAIL AND CONSUMER GOODS: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 142
9.7 MANUFACTURING 142
9.7.1 MANUFACTURING: CONTACT CENTER SOFTWARE MARKET DRIVERS 143
TABLE 56 MANUFACTURING: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 143
TABLE 57 MANUFACTURING: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 143
9.8 ENERGY AND UTILITIES 144
9.8.1 ENERGY AND UTILITIES: CONTACT CENTER SOFTWARE MARKET DRIVERS 144
TABLE 58 ENERGY AND UTILITIES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 144
TABLE 59 ENERGY AND UTILITIES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 144
9.9 OTHER INDUSTRIES 145
TABLE 60 OTHER INDUSTRIES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 145
TABLE 61 OTHER INDUSTRIES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 146

10 CONTACT CENTER SOFTWARE MARKET, BY REGION 147
10.1 INTRODUCTION 148
FIGURE 36 ASIA PACIFIC TO GROW AT THE HIGHEST GROWTH RATE DURING THE FORECAST PERIOD 148
TABLE 62 CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016-2019 (USD MILLION) 148
TABLE 63 CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2020-2026 (USD MILLION) 149
10.2 NORTH AMERICA 149
10.2.1 NORTH AMERICA: COVID-19 IMPACT 149
10.2.2 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET DRIVERS 150
10.2.3 NORTH AMERICA: REGULATIONS 150
FIGURE 37 NORTH AMERICA: MARKET SNAPSHOT 153
TABLE 64 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 153
TABLE 65 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 154
TABLE 66 NORTH AMERICA : CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION , 2016-2019 (USD MILLION) 154
TABLE 67 NORTH AMERICA : CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2020-2026 (USD MILLION) 154
TABLE 68 NORTH AMERICA : COMPONENTS CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE , 2016-2019 (USD MILLION) 155
TABLE 69 NORTH AMERICA : CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2020-2026 (USD MILLION) 155
TABLE 70 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 155
TABLE 71 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 156
TABLE 72 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2019 (USD MILLION) 156
TABLE 73 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2020-2026 (USD MILLION) 156
TABLE 74 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2016-2019 (USD MILLION) 157
TABLE 75 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2020-2026 (USD MILLION) 157
TABLE 76 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2019 (USD MILLION) 158
TABLE 77 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2020-2026 (USD MILLION) 158
FIGURE 38 NORTH AMERICA: COUNTRY ANALYSIS 158
10.2.4 UNITED STATES 159
TABLE 78 UNITED STATES: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 159
TABLE 79 UNITED STATES: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 159
TABLE 80 UNITED STATES: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 160
TABLE 81 UNITED STATES: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 160
TABLE 82 UNITED STATES: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2019 (USD MILLION) 160
TABLE 83 UNITED STATES: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2020-2026 (USD MILLION) 161
10.2.5 CANADA 161
TABLE 84 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 161
TABLE 85 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 162
TABLE 86 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 162
TABLE 87 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 162
TABLE 88 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2019 (USD MILLION) 162
TABLE 89 CANADA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2020-2026 (USD MILLION) 163
10.3 EUROPE 163
10.3.1 EUROPE: COVID-19 IMPACT 163
10.3.2 EUROPE: CONTACT CENTER SOFTWARE MARKET DRIVERS 164
10.3.3 EUROPE: REGULATIONS 164
TABLE 90 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 165
TABLE 91 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 165
TABLE 92 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2016-2019 (USD MILLION) 166
TABLE 93 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2020-2026 (USD MILLION) 166
TABLE 94 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2016-2019 (USD MILLION) 166
TABLE 95 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2020-2026 (USD MILLION) 167
TABLE 96 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 167
TABLE 97 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 167
TABLE 98 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2019 (USD MILLION) 168
TABLE 99 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2020-2026 (USD MILLION) 168
TABLE 100 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2016-2019 (USD MILLION) 168
TABLE 101 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2020-2026 (USD MILLION) 169
TABLE 102 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2019 (USD MILLION) 169
TABLE 103 EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2020-2026 (USD MILLION) 170
10.3.4 UNITED KINGDOM 170
TABLE 104 UNITED KINGDOM: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 170
TABLE 105 UNITED KINGDOM: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 170
TABLE 106 UNITED KINGDOM: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 171
TABLE 107 UNITED KINGDOM: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 171
10.3.5 GERMANY 171
TABLE 108 GERMANY: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 172
TABLE 109 GERMANY: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 172
TABLE 110 GERMANY: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 172
TABLE 111 GERMANY: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 172
10.3.6 REST OF EUROPE 173
TABLE 112 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 173
TABLE 113 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 173
TABLE 114 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 173
TABLE 115 REST OF EUROPE: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 174
10.4 ASIA PACIFIC 174
10.4.1 ASIA PACIFIC: COVID-19 IMPACT 174
10.4.2 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET DRIVERS 175
10.4.3 ASIA PACIFIC: REGULATIONS 175
FIGURE 39 ASIA PACIFIC: MARKET SNAPSHOT 176
TABLE 116 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 177
TABLE 117 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 177
TABLE 118 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2016-2019 (USD MILLION) 177
TABLE 119 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2020-2026 (USD MILLION) 178
TABLE 120 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2016-2019 (USD MILLION) 178
TABLE 121 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2020-2026 (USD MILLION) 178
TABLE 122 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 179
TABLE 123 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 179
TABLE 124 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2019 (USD MILLION) 179
TABLE 125 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2020-2026 (USD MILLION) 179
TABLE 126 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2016-2019 (USD MILLION) 180
TABLE 127 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2020-2026 (USD MILLION) 180
TABLE 128 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2019 (USD MILLION) 181
TABLE 129 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2020-2026 (USD MILLION) 181
10.4.4 CHINA 181
TABLE 130 CHINA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 181
TABLE 131 CHINA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 182
TABLE 132 CHINA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 182
TABLE 133 CHINA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 182
10.4.5 JAPAN 183
TABLE 134 JAPAN: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 183
TABLE 135 JAPAN: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 183
TABLE 136 JAPAN: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 183
TABLE 137 JAPAN: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 184
10.4.6 REST OF ASIA PACIFIC 184
TABLE 138 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 184
TABLE 139 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 184
TABLE 140 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 185
TABLE 141 REST OF ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 185
10.5 MIDDLE EAST AND AFRICA 185
10.5.1 MIDDLE EAST AND AFRICA: COVID-19 IMPACT 185
10.5.2 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET DRIVERS 186
10.5.3 MIDDLE EAST AND AFRICA: REGULATIONS 187
TABLE 142 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 187
TABLE 143 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 187
TABLE 144 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2016-2019 (USD MILLION) 188
TABLE 145 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2020-2026 (USD MILLION) 188
TABLE 146 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2016-2019 (USD MILLION) 188
TABLE 147 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2020-2026 (USD MILLION) 189
TABLE 148 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 189
TABLE 149 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 189
TABLE 150 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2019 (USD MILLION) 190
TABLE 151 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2020-2026 (USD MILLION) 190
TABLE 152 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2016-2019 (USD MILLION) 190
TABLE 153 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2020-2026 (USD MILLION) 191
TABLE 154 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2019 (USD MILLION) 191
TABLE 155 MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2020-2026 (USD MILLION) 191
10.5.4 KINGDOM OF SAUDI ARABIA 192
TABLE 156 KINGDOM OF SAUDI ARABIA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 192
TABLE 157 KINGDOM OF SAUDI ARABIA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 192
TABLE 158 KINGDOM OF SAUDI ARABIA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 192
TABLE 159 KINGDOM OF SAUDI ARABIA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 193
10.5.5 UNITED ARAB EMIRATES 193
TABLE 160 UNITED ARAB EMIRATES: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 193
TABLE 161 UNITED ARAB EMIRATES: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 193
TABLE 162 UNITED ARAB EMIRATES: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 194
TABLE 163 UNITED ARAB EMIRATES: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 194
10.5.6 REST OF MIDDLE EAST AND AFRICA 194
TABLE 164 REST OF MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 194
TABLE 165 REST OF MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 195
TABLE 166 REST OF MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 195
TABLE 167 REST OF MIDDLE EAST AND AFRICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 195
10.6 LATIN AMERICA 196
10.6.1 LATIN AMERICA: COVID-19 IMPACT 196
10.6.2 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET DRIVERS 196
10.6.3 LATIN AMERICA: REGULATIONS 196
TABLE 168 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 197
TABLE 169 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 197
TABLE 170 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2016-2019 (USD MILLION) 197
TABLE 171 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SOLUTION, 2020-2026 (USD MILLION) 198
TABLE 172 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2016-2019 (USD MILLION) 198
TABLE 173 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY SERVICE, 2020-2026 (USD MILLION) 198
TABLE 174 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 199
TABLE 175 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 199
TABLE 176 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2016-2019 (USD MILLION) 199
TABLE 177 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY DEPLOYMENT MODEL, 2020-2026 (USD MILLION) 199
TABLE 178 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2016-2019 (USD MILLION) 200
TABLE 179 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY INDUSTRY, 2020-2026 (USD MILLION) 200
TABLE 180 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2016-2019 (USD MILLION) 201
TABLE 181 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COUNTRY, 2020-2026 (USD MILLION) 201
10.6.4 BRAZIL 201
TABLE 182 BRAZIL: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 202
TABLE 183 BRAZIL: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 202
TABLE 184 BRAZIL: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 202
TABLE 185 BRAZIL: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 202
10.6.5 MEXICO 203
TABLE 186 MEXICO: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 203
TABLE 187 MEXICO: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 203
TABLE 188 MEXICO: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 203
TABLE 189 MEXICO: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 204
10.6.6 REST OF LATIN AMERICA 204
TABLE 190 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016-2019 (USD MILLION) 204
TABLE 191 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2020-2026 (USD MILLION) 204
TABLE 192 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 205
TABLE 193 REST OF LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET SIZE, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 205

11 COMPETITIVE LANDSCAPE 206
11.1 OVERVIEW 206
11.2 MARKET EVALUATION FRAMEWORK 206
FIGURE 40 MARKET EVALUATION FRAMEWORK 206
11.3 MARKET SHARE OF TOP PLAYERS 207
TABLE 194 CONTACT CENTER SOFTWARE MARKET: DEGREE OF COMPETITION 207
FIGURE 41 MARKET SHARE OF MAJOR PLAYERS IN THE CONTACT CENTER SOFTWARE MARKET, 2019 208
11.4 REVENUE ANALYSIS OF TOP PLAYERS 208
FIGURE 42 TOP FIVE PLAYERS DOMINATED THE CONTACT CENTER SOFTWARE MARKET IN LAST FIVE YEARS 209
11.5 COMPANY EVALUATION QUADRANT METHODOLOGY AND DEFINITIONS 210
TABLE 195 COMPANY EVALUATION QUADRANT: CRITERIA WEIGHTAGE 210
11.5.1 STAR 210
11.5.2 EMERGING LEADERS 210
11.5.3 PERVASIVE COMPANIES 210
11.5.4 OTHER COMPANIES 211
11.5.5 PRODUCT FOOTPRINT 211
TABLE 196 COMPANY PRODUCT FOOTPRINT 211
TABLE 197 COMPANY INDUSTRY FOOTPRINT 212
TABLE 198 COMPANY APPLICATION FOOTPRINT 212
TABLE 199 COMPANY REGIONAL FOOTPRINT 213
FIGURE 43 CONTACT CENTER SOFTWARE MARKET (GLOBAL): COMPANY EVALUATION QUADRANT, 2020 214
11.6 STARTUP EVALUATION QUADRANT METHODOLOGY AND DEFINITIONS 215
TABLE 200 STARTUP/SME EVALUATION QUADRANT: CRITERIA WEIGHTAGE 215
11.6.1 PROGRESSIVE COMPANIES 215
11.6.2 RESPONSIVE COMPANIES 215
11.6.3 DYNAMIC COMPANIES 215
11.6.4 STARTING BLOCKS 215
FIGURE 44 CONTACT CENTER SOFTWARE MARKET (GLOBAL): STARTUP/SME EVALUATION QUADRANT, 2020 216

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