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Contact Center Solutions Market Analysis Highlights the Impact of COVID-19 (2020-2024) | Integration Of IVR Into Contact Centers to Boost Market Growth | Technavio

LONDON–(BUSINESS WIRE)–#ContactCenterSolutionsMarket–Technavio has been monitoring the contact center solutions market and it is poised to grow by USD 5.45 bn during 2020-2024, progressing at a CAGR of over 9% during the forecast period. The report offers an up-to-date analysis regarding the current market scenario, latest trends and drivers, and the overall market environment.


Although the COVID-19 pandemic continues to transform the growth of various industries, the immediate impact of the outbreak is varied. While a few industries will register a drop in demand, numerous others will continue to remain unscathed and show promising growth opportunities. Technavio’s in-depth research has all your needs covered as our research reports include all foreseeable market scenarios, including pre- & post-COVID-19 analysis. Download a Free Sample Report on COVID-19 Impacts

Frequently Asked Questions:

  • What are the major trends in the market?
    Integration of chatbots for better turnaround times is a major trend driving the market growth.
  • At what rate is the market projected to grow?
    The year-over-year growth for 2020 is estimated at 8.76% and the incremental growth of the market is anticipated to be $ 5.45 bn during the forecast period.
  • Who are the top players in the market?
    8×8 Inc., ALE International, Aspect Software Inc., Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., and NEC Corp., are some of the major market participants
  • What is the key market driver?
    The integration of IVR into contact centers is driving the growth of the market.
  • How big is the North American market?
    The North America region will contribute 43% of the market share

The market is fragmented, and the degree of fragmentation will accelerate during the forecast period. 8×8 Inc., ALE International, Aspect Software Inc., Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Mitel Networks Corp., and NEC Corp. are some of the major market participants. The integration of IVR into contact centers will offer immense growth opportunities. To make most of the opportunities, market vendors should focus more on the growth prospects in the fast-growing segments, while maintaining their positions in the slow-growing segments.

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Technavio’s custom research reports offer detailed insights on the impact of COVID-19 at an industry level, a regional level, and subsequent supply chain operations. This customized report will also help clients keep up with new product launches in direct & indirect COVID-19 related markets, upcoming vaccines and pipeline analysis, and significant developments in vendor operations and government regulations.

Contact Center Solutions Market 2020-2024: Segmentation

Contact Center Solutions Market is segmented as below:

  • Deployment

    • Cloud-based
    • On-premise
  • Type

    • Voice
    • Text
    • Social
  • Geographic Landscape

    • APAC
    • Europe
    • MEA
    • North America
    • South America

To learn more about the global trends impacting the future of market research, download a free sample: https://www.technavio.com/talk-to-us?report=IRTNTR40027

Contact Center Solutions Market 2020-2024: Scope

Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources. The contact center solutions market report covers the following areas:

  • Contact Center Solutions Market Size
  • Contact Center Solutions Market Trends
  • Contact Center Solutions Market Industry Analysis

This study identifies the integration of chatbots for better turnaround times as one of the prime reasons driving the contact center solutions market growth during the next few years.

Technavio suggests three forecast scenarios (optimistic, probable, and pessimistic) considering the impact of COVID-19. Technavio’s in-depth research has direct and indirect COVID-19 impacted market research reports.

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Contact Center Solutions Market 2020-2024: Key Highlights

  • CAGR of the market during the forecast period 2020-2024
  • Detailed information on factors that will assist contact center solutions market growth during the next five years
  • Estimation of the contact center solutions market size and its contribution to the parent market
  • Predictions on upcoming trends and changes in consumer behavior
  • The growth of the contact center solutions market
  • Analysis of the market’s competitive landscape and detailed information on vendors
  • Comprehensive details of factors that will challenge the growth of contact center solutions market, vendors

Table of Contents:

PART 01: EXECUTIVE SUMMARY

PART 02: SCOPE OF THE REPORT

  • 2.1 Preface
  • 2.2 Preface
  • 2.3 Currency conversion rates for US$

PART 03: MARKET LANDSCAPE

  • Market ecosystem
  • Market characteristics
  • Market segmentation analysis

PART 04: MARKET SIZING

  • Market definition
  • Market sizing 2019
  • Market size and forecast 2019-2024

PART 05: FIVE FORCES ANALYSIS

  • Bargaining power of buyers
  • Bargaining power of suppliers
  • Threat of new entrants
  • Threat of substitutes
  • Threat of rivalry
  • Market condition

PART 06: MARKET SEGMENTATION BY DEPLOYMENT

  • Market segmentation by deployment
  • Comparison by deployment
  • On-premises – Market size and forecast 2019-2024
  • Cloud-based – Market size and forecast 2019-2024
  • Market opportunity by deployment

PART 07: CUSTOMER LANDSCAPE

PART 08: MARKET SEGMENTATION BY TYPE

  • Market segmentation by type
  • Comparison by type
  • Voice – Market size and forecast 2019-2024
  • Text – Market size and forecast 2019-2024
  • Social – Market size and forecast 2019-2024
  • Market opportunity by type

PART 09: GEOGRAPHIC LANDSCAPE

  • Geographic segmentation
  • Geographic comparison
  • North America – Market size and forecast 2019-2024
  • APAC – Market size and forecast 2019-2024
  • Europe – Market size and forecast 2019-2024
  • South America – Market size and forecast 2019-2024
  • MEA – Market size and forecast 2019-2024
  • Key leading countries
  • Market opportunity

PART 10: DECISION FRAMEWORK

PART 11: DRIVERS AND CHALLENGES

  • Market driver
  • Market challenges

PART 12: MARKET TRENDS

  • Strategic partnerships and acquisitions among market participants
  • Increasing use of analytics solutions in contact centers
  • Rise of social media channels as medium of contact

PART 13: VENDOR LANDSCAPE

  • Overview
  • Landscape disruption
  • Competitive scenario

PART 14: VENDOR ANALYSIS

  • Vendors covered
  • Vendor classification
  • Market positioning of vendors
  • 8×8 Inc.
  • ALE International
  • Aspect Software Inc.
  • Avaya Holdings Corp.
  • Cisco Systems, Inc.
  • Enghouse Systems Ltd.
  • Five9 Inc.
  • Genesys Telecommunications Laboratories Inc.
  • Mitel Networks Corp.
  • NEC Corp.

PART 15: APPENDIX

  • Research methodology
  • List of abbreviations
  • Definition of market positioning of vendors

PART 16: EXPLORE TECHNAVIO

About Us

Technavio is a leading global technology research and advisory company. Their research and analysis focuses on emerging market trends and provides actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions. With over 500 specialized analysts, Technavio’s report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio’s comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.

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