The market size of contact center software is projected to grow from USD 41.9 billion in 2023 to USD 109.7 billion by 2028 at a CAGR of 21.2% during the forecast period. The growing demand for personalized and streamlined customer interactions drives the contact center software market’s growth. As per organization size, the SME segment holds the highest CAGR during the forecast period. The contact center software market by organization size bifurcates into large enterprises and SMEs. The SME segment is estimated to grow at the highest CAGR during the forecast period. Due to budget constraints, SMEs rely on manual processes to manage their contact center software processes. However, the competitive market has encouraged SMEs to invest in contact center software solutions to achieve significant business efficiency. Due to limited budgets and staff, SMEs seek flexible, scalable, and cost-effective solutions. SMEs incorporate innovative contact center solutions to manage customer-agent interactions and workforce performance better based on global regulatory standards, thereby accelerating contact center agent and customer engagements and enhancing their experiences. SMEs are recognizing the value and importance of effective customer service and attention. They are investing in contact center software to improve customer interactions, enhance customer satisfaction, and gain a competitive edge. As per vertical, consumer goods & retail vertical hold the highest CAGR during the forecast period. The verticals studied in the report are Telecommunications, BFSI, IT & ITeS, Government & Public Sector, Retail & Consumer Goods, Energy & Utilities, Manufacturing, Healthcare & Life Sciences, and Other Verticals (media and entertainment, travel and hospitality, transportation and logistics, and education). During the forecast period, 2023-2028, the retail & consumer goods vertical segment holds the highest CAGR. The retail and consumer goods industry is customer-centric and looks forward to improving customer experiences and retention. In addition, IT budgets are enormous as they try to maintain a reputed brand image in terms of both employee and customer retention. Therefore, retailers increasingly implement advanced analytics practices to address significant business challenges and maximize benefits. Contact center solutions help retail businesses develop customer-centric market strategies to make quick decisions based on past buying behaviors, customer preferences, and real-time client interactions. As per region, Europe holds the second-largest market share during the forecast period. The contact center software market includes an analysis of five regions. Europe holds the second-largest market share in 2023 and will have similar dominance over the forecast period. Europe has diverse business needs, as several large retailers and manufacturing companies demand robust and scalable IT infrastructure solutions. The region has always been a challenging market for cloud providers due to the stringent regulations and security standards regarding user data privacy. Europe also has strict rules and regulations for data privacy and security, so various contact center software providers have improved their solutions to address companies’ data localization needs and comply with consumer privacy regulations in the region. The European BFSI industry has focused on customer orientation with its offerings and economic value creation. Cloud-based contact center solutions are becoming popular in Europe as they offer several advantages over on-premises solutions, such as cost-effectiveness, scalability, and ease of use. Customers increasingly use multiple channels to contact businesses, such as phone, email, chat, and social media. Companies must be able to provide a seamless customer experience across all channels, which requires contact center software that supports omnichannel customer service. The breakup of the profiles of the primary respondents is provided below:  By Company: Tier I: 35%, Tier II: 25%, and Tier III: 40%  By Designation: C-Level Executives: 25%, Director Level: 30%, and Others: 45%  By Region: North America: 42%, Asia Pacific: 25%, Europe: 18%, Rest of World: 15% Note: Others include sales managers, marketing managers, and product managers Note: The rest of the World consists of the Middle East & Africa, and Latin America Note: Tier 1 companies have revenues of more than USD 100 million; tier 2 companies’ revenue ranges from USD 10 million to USD 100 million; and tier 3 companies’ revenue is less than 10 million Source: Secondary Literature, Expert Interviews, and MarketsandMarkets Analysis The key technology vendors in the market include NICE (Israel), IBM (US), Genesys (US), AWS (US), Five9 (US), Twilio (US), Mitel (Canada), Cisco (US), BT (UK), Verizon (US), Avaya (US), Vonage (US), 8x8 (US), Talkdesk (US), Alcatel Lucent Enterprise (France), Sinch (Sweden), Oracle (US), RingCentral (US), Lifesize (US), Content Guru (UK), Alvaria (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), West (US), NEC (Japan), ZTE (China), Vocalcom (France), Evolve IP (US), UJET (US), Amtelco (US), AVOXI (US), VCC Live (Hungary), Glia (US), Bright Pattern (US), ComputerTalk (Canada), and C-Zentrix (India). Research coverage: The market study covers the contact center software market across segments. The study aims to estimate the market size and the growth potential of the contact center software market across different market segments, including components (solutions, services), vertical, organization size, deployment mode, and region analysis. It includes an in-depth competitive intelligence analysis of the key players in the market, company profiles, observations related to products, services, business offerings, recent developments, and key market strategies. Reasons to buy this report: The report provides insights on the following pointers: • Analysis of key drivers (rising adoption of advanced contact center technologies, need for handling contact center attrition and absenteeism, role of social media in contact center operations, continuous transition to cloud-based contact centers, integration with CRM and Other Business Systems, growing demand for personalized and enhanced customer interactions), restraints (inadequate network bandwidth minimizes the adoption of VoIP and cloud-based telephony, high costs and long-term contracts associated with PRI phone services, impact of IVR frauds and cyber-attacks on business operations, implementation and Integration challenges), opportunities (growing demand for analyzing audio and video conversations, increasing demand for AI and Automation, dynamic customer demands for robust self-service interactions), and challenges (data privacy and security aspects, barriers to shifting contact centers to cloud environments, need for training and skill requirements) influencing the growth of the contact center software market • Product Development/Innovation: Detailed insights on the latest technologies in the contact center software market • Market Development: In-depth information about lucrative markets – the report analyses the contact center software market across various regions. • Market Diversification: Comprehensive information about new products & services, recent developments, untapped geographies, and investments in the contact center software market. • Competitive Assessment: Detailed assessment of market shares, growth strategies, and service offerings of leading players like NICE (Israel), IBM (US), Genesys (US), AWS (US), and Five9 (US), among others, in the contact center software market.

1 INTRODUCTION 44 1.1 STUDY OBJECTIVES 44 1.2 MARKET DEFINITION 44 1.2.1 INCLUSIONS AND EXCLUSIONS 45 1.3 MARKET SCOPE 46 1.3.1 MARKET SEGMENTATION 46 1.3.2 REGIONS COVERED 47 1.3.3 YEARS CONSIDERED 47 1.3.4 CURRENCY CONSIDERED 48 1.4 STAKEHOLDERS 48 1.5 SUMMARY OF CHANGES 48 1.6 IMPACT OF RECESSION 49 2 RESEARCH METHODOLOGY 50 2.1 RESEARCH DATA 50 2.1.1 SECONDARY DATA 51 2.1.2 PRIMARY DATA 52 2.1.2.1 Breakup of primary profiles 52 2.1.2.2 Key insights from industry experts 53 2.2 DATA TRIANGULATION 54 2.3 MARKET SIZE ESTIMATION 55 2.3.1 TOP-DOWN APPROACH 56 2.3.2 BOTTOM-UP APPROACH 56 2.3.3 MARKET ESTIMATION APPROACHES 57 2.4 MARKET FORECAST 59 2.5 RECESSION IMPACT ANALYSIS 60 2.6 ASSUMPTIONS 61 2.7 LIMITATIONS 63 3 EXECUTIVE SUMMARY 64 4 PREMIUM INSIGHTS 68 4.1 ATTRACTIVE OPPORTUNITIES FOR KEY PLAYERS IN CONTACT CENTER SOFTWARE MARKET 68 4.2 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023 VS. 2028 69 4.3 CONTACT CENTER SOFTWARE MARKET, BY SOLUTION, 2023 VS. 2028 69 4.4 CONTACT CENTER SOFTWARE MARKET, BY SERVICE, 2023 VS. 2028 70 4.5 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023 VS. 2028 70 4.6 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023 VS. 2028 71 4.7 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023 VS. 2028 71 4.8 CONTACT CENTER SOFTWARE MARKET: REGIONAL SCENARIO, 2023-2028 72 5 MARKET OVERVIEW AND INDUSTRY TRENDS 73 5.1 INTRODUCTION 73 5.2 MARKET DYNAMICS 73 5.2.1 DRIVERS 74 5.2.1.1 Rising adoption of advanced contact center technologies 74 5.2.1.2 Need to control contact center attrition and absenteeism 74 5.2.1.3 Impact of social media on contact center operations 74 5.2.1.4 Continuous transition to cloud-based contact centers 75 5.2.1.5 Integration with CRM and other business systems 75 5.2.1.6 Growing demand for personalized and streamlined interactions 76 5.2.2 RESTRAINTS 76 5.2.2.1 Inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony 76 5.2.2.2 High costs and long-term contracts associated with PRI phone services 77 5.2.2.3 Impact of IVR fraud and cyberattacks on business operations 77 5.2.3 OPPORTUNITIES 78 5.2.3.1 Growing demand for analyzing audio and video conversations 78 5.2.3.2 Growing demand for AI and automation 78 5.2.3.3 Dynamic customer demand for robust self-service interactions 79 5.2.4 CHALLENGES 79 5.2.4.1 Data privacy and security aspects 79 5.2.4.2 Barriers to moving contact centers to cloud environments 80 5.2.4.3 Lack of trained and skilled workforce 80 5.2.4.4 Implementation and integration challenges 81 5.3 CASE STUDY ANALYSIS 81 5.3.1 CASE STUDY 1: ECSI IMPROVED TELEPHONIC INTERACTION SPEED AND REDUCED CHAT HANDLING TIME WITH NICE’S SOLUTION 81 5.3.2 CASE STUDY 2: 8X8 VIRTUAL CONTACT CENTER HELPED BAILEY INTERNATIONAL REDUCE CALL ANSWER TIMES AND ABANDONMENT RATES 82 5.3.3 CASE STUDY 3: GENESYS HELPED TECHSTYLE FASHION GROUP ENHANCE VISIBILITY AND EXPERIENCE 82 5.3.4 CASE STUDY 4: FIVE9 HELPED TELADOC INCREASE UPTIME, IMPROVE CUSTOMER SATISFACTION, AND PREVENT OUTAGES 83 5.3.5 CASE STUDY 5: KANTAR STREAMLINED GLOBAL MARKET RESEARCH CENTERS WITH SYTEL’S MULTI-TENANT CCAAS PLATFORM 83 5.3.6 CASE STUDY 6: ORANGE OPTIMIZED MESSAGE HANDLING AND ENHANCED CUSTOMER RELATIONS WITH RINGCENTRAL’S SOLUTION 84 5.3.7 CASE STUDY 7: TALKDESK OFFERED REAL-TIME REPORTS AND INTEGRATIONS WITH BUSINESS TOOLS TO IMPROVE ACXIOM’S CUSTOMER EXPERIENCES 84 5.3.8 CASE STUDY 8: ATOS HELPED MUNICIPALITY OF MAASTRICHT IMPROVE RESPONSIVENESS OF CALLS 85 5.3.9 CASE STUDY 9: TWILIO’S SOLUTION HELPED HULU IMPROVE CUSTOMER EXPERIENCE 85 5.3.10 CASE STUDY 10: AVAYA CONTACT CENTER SELECT HELPED GTECH OFFER MINUTE STATISTICS 86 5.4 SUPPLY CHAIN ANALYSIS 86 5.5 ECOSYSTEM/MARKET MAP 87 5.6 TECHNOLOGY ANALYSIS 88 5.6.1 ADVANCED ANALYTICS 88 5.6.1.1 Data analytics 89 5.6.1.2 Speech analytics 89 5.6.1.3 Sentiment analytics 89 5.6.2 ARTIFICIAL INTELLIGENCE 90 5.6.2.1 ML 90 5.6.2.2 NLP 90 5.7 PRICING ANALYSIS 91 5.8 PATENT ANALYSIS 93 5.9 PORTER’S FIVE FORCES ANALYSIS 96 5.9.1 THREAT OF NEW ENTRANTS 97 5.9.2 THREAT OF SUBSTITUTES 97 5.9.3 BARGAINING POWER OF SUPPLIERS 97 5.9.4 BARGAINING POWER OF BUYERS 97 5.9.5 INTENSITY OF COMPETITIVE RIVALRY 98 5.10 TARIFFS AND REGULATORY LANDSCAPE 98 5.10.1 NORTH AMERICA 98 5.10.2 EUROPE 99 5.10.3 ASIA PACIFIC 99 5.10.4 MIDDLE EAST AND SOUTH AFRICA 99 5.10.5 LATIN AMERICA 99 5.11 KEY CONFERENCES AND EVENTS, 2023-2024 100 5.12 TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS’ BUSINESSES 100 5.13 KEY STAKEHOLDERS & BUYING CRITERIA 101 5.13.1 KEY STAKEHOLDERS IN BUYING PROCESS 101 5.13.2 BUYING CRITERIA 102 5.14 BUSINESS MODEL ANALYSIS 103 5.14.1 ON-PREMISES BUSINESS MODEL 103 5.14.2 HOSTED BUSINESS MODEL 104 5.14.3 CLOUD-BASED BUSINESS MODEL 104 6 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT 105 6.1 INTRODUCTION 106 6.2 SOLUTIONS 107 6.2.1 GROWING DEMAND FOR OMNICHANNEL CUSTOMER SERVICE AND INCREASING REGULATORY REQUIREMENTS TO DRIVE MARKET 107 6.2.2 SOLUTIONS: CONTACT CENTER SOFTWARE MARKET DRIVERS 108 6.2.3 OMNICHANNEL ROUTING 109 6.2.3.1 Omnichannel routing to help calls and assign tasks to agents based on their expertise and experience 109 6.2.3.2 Digital channels 110 6.2.3.3 Intelligent routing 110 6.2.3.4 Interactive Voice Response (IVR) 110 6.2.3.5 Automatic Call Distributors (ACD) 110 6.2.3.6 Dialers 111 6.2.3.7 Virtual agents 111 6.2.4 WORKFORCE ENGAGEMENT MANAGEMENT 112 6.2.4.1 Workforce engagement to include faster resolution, improve agent productivity, and increase customer retention 112 6.2.4.2 Workforce optimization 112 6.2.4.3 Call recording and quality management 113 6.2.4.4 Gamification 113 6.2.5 REPORTING AND ANALYTICS 114 6.2.5.1 Reporting and analytics to identify trends, model data, and predict outcomes related to KPIs and SLAs 114 6.2.5.2 Historical and customized reports 114 6.2.5.3 Speech and text analytics 115 6.2.5.4 Real-time analytics and dashboard 116 6.2.6 CUSTOMER ENGAGEMENT MANAGEMENT 116 6.2.6.1 Customer engagement management to identify customer preferences and develop business strategies 116 6.2.6.2 IVR and advanced chat 117 6.2.6.3 Self-service automation 117 6.2.6.4 Customer surveys 117 6.2.7 OTHER SOLUTIONS 118 6.3 SERVICES 119 6.3.1 NEED TO IMPROVE OPERATIONAL EFFICIENCY AND INCREASE AGILITY OF CONTACT CENTER SOLUTIONS TO DRIVE MARKET 119 6.3.2 SERVICES: CONTACT CENTER SOFTWARE MARKET DRIVERS 119 6.3.3 CONSULTING 121 6.3.3.1 Consulting services to ensure smooth implementation and integration of solutions 121 6.3.4 IMPLEMENTATION & INTEGRATION 122 6.3.4.1 Implementation & integration services to provide hassle-free and accurate integration and deployment of solutions 122 6.3.5 TRAINING, SUPPORT & MAINTENANCE 123 6.3.5.1 Training, support & maintenance services to ensure smooth operation and identification of issues 123 7 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE 125 7.1 INTRODUCTION 126 7.1.1 DEPLOYMENT MODES: CONTACT CENTER SOFTWARE MARKET DRIVERS 126 7.2 ON-PREMISES 127 7.2.1 ON-PREMISES DEPLOYMENT TO ENABLE ORGANIZATIONS TO CUSTOMIZE CONTACT CENTER SOLUTIONS TO THEIR SPECIFIC NEEDS 127 7.3 CLOUD 128 7.3.1 CLOUD DEPLOYMENT TO OFFER COST EFFICIENCY, SCALABILITY, ACCESSIBILITY, AND REDUCED INFRASTRUCTURE MANAGEMENT 128 8 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE 130 8.1 INTRODUCTION 131 8.1.1 ORGANIZATION SIZES: CONTACT CENTER SOFTWARE MARKET DRIVERS 131 8.2 LARGE ENTERPRISES 132 8.2.1 NEED FOR ADVANCED FEATURES, SCALABILITY, AND CUSTOMIZATION OPTIONS TO DRIVE DEMAND FOR CONTACT CENTER SOFTWARE 132 8.3 SMALL AND MEDIUM-SIZED ENTERPRISES (SMES) 133 8.3.1 COST-EFFECTIVENESS AND AFFORDABILITY OF CLOUD-BASED CONTACT CENTER SOFTWARE TO DRIVE ITS DEMAND IN SMES 133 9 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL 135 9.1 INTRODUCTION 136 9.1.1 VERTICALS: CONTACT CENTER SOFTWARE MARKET DRIVERS 136 9.2 BFSI 138 9.2.1 NEED TO ENGAGE WITH CUSTOMERS AND PROVIDE SEAMLESS EXPERIENCES TO DRIVE DEMAND FOR CONTACT CENTER SOFTWARE 138 9.3 TELECOMMUNICATIONS 139 9.3.1 NEED FOR COMPREHENSIVE ANALYTICS AND REPORTING TOOLS TO BOOST DEMAND FOR CONTACT CENTER SOFTWARE 139 9.4 HEALTHCARE & LIFE SCIENCES 140 9.4.1 NEED TO MANAGE APPOINTMENT SCHEDULING, ENSURE PATIENT ADHERENCE TO TREATMENT PLANS, AND STREAMLINE APPOINTMENT PROCESSES TO DRIVE MARKET 140 9.5 IT & ITES 141 9.5.1 NEED FOR MULTICHANNEL CUSTOMER ENGAGEMENT, ACCESS CUSTOMER INFORMATION, TRACK INTERACTIONS, AND MANAGE TICKETS TO PROPEL MARKET 141 9.6 MANUFACTURING 143 9.6.1 NEED TO MANAGE ORDER INQUIRIES, TRACK SHIPMENTS, AND PROVIDE STATUS UPDATES TO FUEL DEMAND FOR CONTACT CENTER SOFTWARE 143 9.7 RETAIL & CONSUMER GOODS 144 9.7.1 NEED FOR FASTER DECISION-MAKING, CUSTOMER-CENTRIC MARKET STRATEGIES, AND BUSINESS OPERATIONS TO DRIVE MARKET 144 9.8 GOVERNMENT & PUBLIC SECTOR 145 9.8.1 NEED FOR EFFECTIVE COMMUNICATION, PROGRESS TRACKING, AND TIMELY ISSUE RESOLUTION TO DRIVE MARKET 145 9.9 ENERGY & UTILITIES 146 9.9.1 EFFICIENTLY HANDLING CUSTOMER INQUIRIES, SERVICE REQUESTS, BILLING INQUIRIES, AND OUTAGE REPORTS TO DRIVE MARKET 146 9.10 OTHER VERTICALS 147 10 CONTACT CENTER SOFTWARE MARKET, BY REGION 149 10.1 INTRODUCTION 150 10.2 NORTH AMERICA 151 10.2.1 NORTH AMERICA: CONTACT CENTER SOFTWARE MARKET DRIVERS 151 10.2.2 NORTH AMERICA: RECESSION IMPACT 152 10.2.3 NORTH AMERICA: REGULATORY LANDSCAPE 152 10.2.3.1 US Securities and Exchange Commission (SEC) 153 10.2.3.2 International Organization for Standardization (ISO) 27001 153 10.2.3.3 California Consumer Privacy Act (CCPA) 153 10.2.3.4 Health Insurance Portability and Accountability Act (HIPAA) of 1996 153 10.2.3.5 Sarbanes-Oxley (SOX) Act of 2002 154 10.2.4 US 159 10.2.4.1 Advanced IT infrastructure, presence of numerous organizations, and availability of technical skills to drive market 159 10.2.5 CANADA 161 10.2.5.1 Presence of knowledgeable and skilled workforce, increased digitalization, and rise in workload to drive market 161 10.3 EUROPE 163 10.3.1 EUROPE: CONTACT CENTER SOFTWARE MARKET DRIVERS 164 10.3.2 EUROPE: RECESSION IMPACT 164 10.3.3 EUROPE: REGULATORY LANDSCAPE 165 10.3.3.1 General Data Protection Regulation (GDPR) 165 10.3.3.2 European Cybersecurity Act 165 10.3.4 UK 170 10.3.4.1 Increasing digitalization and rising demand for mobile devices and cloud services to boost demand for contact center software 170 10.3.5 GERMANY 171 10.3.5.1 Government initiatives for technology adoption and growing popularity of WFO to drive market 171 10.3.6 FRANCE 172 10.3.6.1 Need for exceptional customer experiences, digital transformation, and leveraging data insights to propel market 172 10.3.7 BELGIUM 174 10.3.7.1 Need to break out of legacy infrastructure to develop agile approach and presence of robust contact center industry to drive market 174 10.3.8 REST OF EUROPE 175 10.4 ASIA PACIFIC 177 10.4.1 ASIA PACIFIC: CONTACT CENTER SOFTWARE MARKET DRIVERS 177 10.4.2 ASIA PACIFIC: RECESSION IMPACT 177 10.4.3 ASIA PACIFIC: REGULATORY LANDSCAPE 178 10.4.3.1 Personal Data Protection Act (PDPA) 178 10.4.3.2 Singapore Standard (SS) 564 179 10.4.3.3 Internet Data Center (IDC) in China 179 10.4.4 CHINA 184 10.4.4.1 Growing concern for data privacy and security and increasing focus on customer experience to propel market 184 10.4.5 JAPAN 186 10.4.5.1 Presence of major vendors, need to move to cloud-based B2B services, and business-friendly regulations to drive market 186 10.4.6 AUSTRALIA & NEW ZEALAND (ANZ) 187 10.4.6.1 Customer experience, strong service-oriented sectors, and high level of technology adoption to drive market 187 10.4.7 REST OF ASIA PACIFIC 188 10.5 MIDDLE EAST & AFRICA 190 10.5.1 MIDDLE EAST & AFRICA: CONTACT CENTER SOFTWARE MARKET DRIVERS 190 10.5.2 MIDDLE EAST & AFRICA: RECESSION IMPACT 190 10.5.3 MIDDLE EAST & AFRICA: REGULATORY LANDSCAPE 191 10.5.3.1 Personal Data Protection Law (PDPL) 191 10.5.3.2 Cloud Computing Regulatory Framework 191 10.5.4 KSA 196 10.5.4.1 Initiatives such as Vision 2030 and the National Transformation Program to drive market 196 10.5.5 UAE 197 10.5.5.1 Rising need for omnichannel communication and workforce management to fuel demand for contact center software 197 10.5.6 REST OF MIDDLE EAST & AFRICA 199 10.6 LATIN AMERICA 200 10.6.1 LATIN AMERICA: CONTACT CENTER SOFTWARE MARKET DRIVERS 200 10.6.2 LATIN AMERICA: RECESSION IMPACT 201 10.6.3 LATIN AMERICA: REGULATORY LANDSCAPE 201 10.6.3.1 FEDERAL LAW ON PROTECTION OF PERSONAL DATA HELD BY INDIVIDUALS 201 10.6.4 BRAZIL 206 10.6.4.1 Shift toward cloud-based contact center solutions for flexibility and cost-effectiveness to accelerate market 206 10.6.5 MEXICO 208 10.6.5.1 Government initiatives to attract foreign investment, digital advancement, and technical expertise to drive market 208 10.6.6 REST OF LATIN AMERICA 209 11 COMPETITIVE LANDSCAPE 211 11.1 OVERVIEW 211 11.2 STRATEGIES ADOPTED BY KEY PLAYERS 211 11.3 HISTORICAL REVENUE ANALYSIS 215 11.4 MARKET SHARE ANALYSIS 215 11.5 MARKET RANKING OF KEY PLAYERS 217 11.6 GLOBAL SNAPSHOT OF KEY MARKET PARTICIPANTS 217 11.7 COMPETITIVE BENCHMARKING FOR KEY PLAYERS 218 11.7.1 EVALUATION CRITERIA FOR KEY COMPANIES 218 11.8 EVALUATION MATRIX FOR KEY PLAYERS, 2023 219 11.8.1 DEFINITIONS AND METHODOLOGY 220 11.8.2 STARS 221 11.8.3 EMERGING LEADERS 221 11.8.4 PERVASIVE PLAYERS 222 11.8.5 PARTICIPANTS 222 11.9 EVALUATION MATRIX FOR STARTUPS/SMES, 2023 222 11.9.1 DEFINITIONS AND METHODOLOGY 222 11.9.2 PROGRESSIVE COMPANIES 224 11.9.3 RESPONSIVE COMPANIES 224 11.9.4 DYNAMIC COMPANIES 225 11.9.5 STARTING BLOCKS 225 11.10 COMPETITIVE BENCHMARKING FOR STARTUPS/SMES 225 11.10.1 EVALUATION CRITERIA FOR STARTUPS/SMES 225 11.11 VALUATION AND FINANCIAL METRICS OF CONTACT CENTER SOFTWARE VENDORS 227 11.12 COMPETITIVE SCENARIO 228 11.12.1 PRODUCT LAUNCHES AND ENHANCEMENTS 228 11.12.2 DEALS 231 12 COMPANY PROFILES 234 12.1 INTRODUCTION 234 12.2 MAJOR PLAYERS 234 12.2.1 GENESYS 234 12.2.2 NICE 241 12.2.3 IBM 250 12.2.4 AWS 253 12.2.5 FIVE9 259 12.2.6 TWILIO 266 12.2.7 MITEL 270 12.2.8 CISCO 273 12.2.9 BT GROUP 280 12.2.10 VERIZON 283 12.2.11 AVAYA 286 12.2.12 VONAGE 292 12.2.13 8X8 296 12.2.14 TALKDESK 302 12.3 OTHER PLAYERS 307 12.3.1 ALCATEL-LUCENT ENTERPRISE 307 12.3.2 SINCH 308 12.3.3 ORACLE 309 12.3.4 RINGCENTRAL 310 12.3.5 LIFESIZE 311 12.3.6 CONTENT GURU 312 12.3.7 ALVARIA 313 12.3.8 ENGHOUSE INTERACTIVE 314 12.3.9 3CLOGIC INC 315 12.3.10 AMEYO 316 12.3.11 NEC CORPORATION 317 12.3.12 WEST TECHNOLOGY GROUP 318 12.3.13 ZTE CORPORATION 319 12.4 STARTUPS/SMES 320 12.4.1 VOCALCOM 320 12.4.2 EVOLVE IP 321 12.4.3 UJET 322 12.4.4 AMTELCO 323 12.4.5 AVOXI 324 12.4.6 VCC LIVE 325 12.4.7 GLIA TECHNOLOGIES 326 12.4.8 BRIGHT PATTERN 327 12.4.9 COMPUTERTALK 328 12.4.10 C-ZENTRIX 329 13 ADJACENT/RELATED MARKETS 330 13.1 INTRODUCTION 330 13.1.1 RELATED MARKETS 330 13.1.2 LIMITATIONS 330 13.2 CLOUD-BASED CONTACT CENTER MARKET 330 14 APPENDIX 336 14.1 DISCUSSION GUIDE 336 14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 339 14.3 CUSTOMIZATION OPTIONS 341 14.4 RELATED REPORTS 341 14.5 AUTHOR DETAILS 342