Global Contact Center Solution Market Research Report 2023

Contact Center Solution Market

A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed. Their primary purpose is to provide customers with efficient and effective technical support, customer service and sales assistance. Digital transformation is changing the way we operate contact centers. New technologies are providing unprecedented insight into the way we interact with customers contextually along with increasing agent productivity. 

The global Contact Center Solution market was valued at US$ million in 2022 and is anticipated to reach US$ million by 2029, witnessing a CAGR of % during the forecast period 2023-2029. The influence of COVID-19 and the Russia-Ukraine War were considered while estimating market sizes.

North American market for Contact Center Solution is estimated to increase from $ million in 2023 to reach $ million by 2029, at a CAGR of % during the forecast period of 2023 through 2029.

Asia-Pacific market for Contact Center Solution is estimated to increase from $ million in 2023 to reach $ million by 2029, at a CAGR of % during the forecast period of 2023 through 2029.

The global market for Contact Center Solution in BFSI is estimated to increase from $ million in 2023 to $ million by 2029, at a CAGR of % during the forecast period of 2023 through 2029.

The key global companies of Contact Center Solution include Aculab, AGC Networks Ltd., AT&T Inc., Cisco Systems, Inc., Five9, Inc., Genesys, Metaswitch Networks, Mitel Networks Corp. and RingCentral, Inc., etc. In 2022, the world's top three vendors accounted for approximately % of the revenue.

Report Scope

This report aims to provide a comprehensive presentation of the global market for Contact Center Solution, with both quantitative and qualitative analysis, to help readers develop business/growth strategies, assess the market competitive situation, analyze their position in the current marketplace, and make informed business decisions regarding Contact Center Solution.

The Contact Center Solution market size, estimations, and forecasts are provided in terms of and revenue ($ millions), considering 2022 as the base year, with history and forecast data for the period from 2018 to 2029. This report segments the global Contact Center Solution market comprehensively. Regional market sizes, concerning products by type, by application, and by players, are also provided.

For a more in-depth understanding of the market, the report provides profiles of the competitive landscape, key competitors, and their respective market ranks. The report also discusses technological trends and new product developments.

The report will help the Contact Center Solution companies, new entrants, and industry chain related companies in this market with information on the revenues for the overall market and the sub-segments across the different segments, by company, by type, by application, and by regions.

Scope of Contact Center Solution Market Report

Core Chapters

1.1 Study Scope

1.2 Market Analysis by Type

1.2.1 Global Contact Center Solution Market Size Growth Rate by Type: 2018 VS 2022 VS 2029

1.2.2 Integration & Deployment

1.2.3 Support & Maintenance

1.2.4 Training & Consulting

1.2.5 Managed Services

1.3 Market by Application

1.3.1 Global Contact Center Solution Market Growth by Application: 2018 VS 2022 VS 2029

1.3.2 BFSI

1.3.3 Consumer Goods & Retail

1.3.4 Government

1.3.5 Healthcare

1.3.6 IT & Telecom

1.3.7 Travel & Hospitality

1.3.8 Others

1.4 Study Objectives

1.5 Years Considered

1.6 Years Considered

2.1 Global Contact Center Solution Market Perspective (2018-2029)

2.2 Contact Center Solution Growth Trends by Region

2.2.1 Global Contact Center Solution Market Size by Region: 2018 VS 2022 VS 2029

2.2.2 Contact Center Solution Historic Market Size by Region (2018-2023)

2.2.3 Contact Center Solution Forecasted Market Size by Region (2024-2029)

2.3 Contact Center Solution Market Dynamics

2.3.1 Contact Center Solution Industry Trends

2.3.2 Contact Center Solution Market Drivers

2.3.3 Contact Center Solution Market Challenges

2.3.4 Contact Center Solution Market Restraints

3.1 Global Top Contact Center Solution Players by Revenue

3.1.1 Global Top Contact Center Solution Players by Revenue (2018-2023)

3.1.2 Global Contact Center Solution Revenue Market Share by Players (2018-2023)

3.2 Global Contact Center Solution Market Share by Company Type (Tier 1, Tier 2, and Tier 3)

3.3 Players Covered: Ranking by Contact Center Solution Revenue

3.4 Global Contact Center Solution Market Concentration Ratio

3.4.1 Global Contact Center Solution Market Concentration Ratio (CR5 and HHI)

3.4.2 Global Top 10 and Top 5 Companies by Contact Center Solution Revenue in 2022

3.5 Contact Center Solution Key Players Head office and Area Served

3.6 Key Players Contact Center Solution Product Solution and Service

3.7 Date of Enter into Contact Center Solution Market

3.8 Mergers & Acquisitions, Expansion Plans

4.1 Global Contact Center Solution Historic Market Size by Type (2018-2023)

4.2 Global Contact Center Solution Forecasted Market Size by Type (2024-2029)

5.1 Global Contact Center Solution Historic Market Size by Application (2018-2023)

5.2 Global Contact Center Solution Forecasted Market Size by Application (2024-2029)

6.1 North America Contact Center Solution Market Size (2018-2029)

6.2 North America Contact Center Solution Market Growth Rate by Country: 2018 VS 2022 VS 2029

6.3 North America Contact Center Solution Market Size by Country (2018-2023)

6.4 North America Contact Center Solution Market Size by Country (2024-2029)

6.5 United States

6.6 Canada

7.1 Europe Contact Center Solution Market Size (2018-2029)

7.2 Europe Contact Center Solution Market Growth Rate by Country: 2018 VS 2022 VS 2029

7.3 Europe Contact Center Solution Market Size by Country (2018-2023)

7.4 Europe Contact Center Solution Market Size by Country (2024-2029)

7.5 Germany

7.6 France

7.7 U.K.

7.8 Italy

7.9 Russia

7.10 Nordic Countries

8.1 Asia-Pacific Contact Center Solution Market Size (2018-2029)

8.2 Asia-Pacific Contact Center Solution Market Growth Rate by Region: 2018 VS 2022 VS 2029

8.3 Asia-Pacific Contact Center Solution Market Size by Region (2018-2023)

8.4 Asia-Pacific Contact Center Solution Market Size by Region (2024-2029)

8.5 China

8.6 Japan

8.7 South Korea

8.8 Southeast Asia

8.9 India

8.10 Australia

9.1 Latin America Contact Center Solution Market Size (2018-2029)

9.2 Latin America Contact Center Solution Market Growth Rate by Country: 2018 VS 2022 VS 2029

9.3 Latin America Contact Center Solution Market Size by Country (2018-2023)

9.4 Latin America Contact Center Solution Market Size by Country (2024-2029)

9.5 Mexico

9.6 Brazil

10.1 Middle East & Africa Contact Center Solution Market Size (2018-2029)

10.2 Middle East & Africa Contact Center Solution Market Growth Rate by Country: 2018 VS 2022 VS 2029

10.3 Middle East & Africa Contact Center Solution Market Size by Country (2018-2023)

10.4 Middle East & Africa Contact Center Solution Market Size by Country (2024-2029)

10.5 Turkey

10.6 Saudi Arabia

10.7 UAE

11.1 Aculab

11.1.1 Aculab Company Detail

11.1.2 Aculab Business Overview

11.1.3 Aculab Contact Center Solution Introduction

11.1.4 Aculab Revenue in Contact Center Solution Business (2018-2023)

11.1.5 Aculab Recent Development

11.2 AGC Networks Ltd.

11.2.1 AGC Networks Ltd. Company Detail

11.2.2 AGC Networks Ltd. Business Overview

11.2.3 AGC Networks Ltd. Contact Center Solution Introduction

11.2.4 AGC Networks Ltd. Revenue in Contact Center Solution Business (2018-2023)

11.2.5 AGC Networks Ltd. Recent Development

11.3 AT&T Inc.

11.3.1 AT&T Inc. Company Detail

11.3.2 AT&T Inc. Business Overview

11.3.3 AT&T Inc. Contact Center Solution Introduction

11.3.4 AT&T Inc. Revenue in Contact Center Solution Business (2018-2023)

11.3.5 AT&T Inc. Recent Development

11.4 Cisco Systems, Inc.

11.4.1 Cisco Systems, Inc. Company Detail

11.4.2 Cisco Systems, Inc. Business Overview

11.4.3 Cisco Systems, Inc. Contact Center Solution Introduction

11.4.4 Cisco Systems, Inc. Revenue in Contact Center Solution Business (2018-2023)

11.4.5 Cisco Systems, Inc. Recent Development

11.5 Five9, Inc.

11.5.1 Five9, Inc. Company Detail

11.5.2 Five9, Inc. Business Overview

11.5.3 Five9, Inc. Contact Center Solution Introduction

11.5.4 Five9, Inc. Revenue in Contact Center Solution Business (2018-2023)

11.5.5 Five9, Inc. Recent Development

11.6 Genesys

11.6.1 Genesys Company Detail

11.6.2 Genesys Business Overview

11.6.3 Genesys Contact Center Solution Introduction

11.6.4 Genesys Revenue in Contact Center Solution Business (2018-2023)

11.6.5 Genesys Recent Development

11.7 Metaswitch Networks

11.7.1 Metaswitch Networks Company Detail

11.7.2 Metaswitch Networks Business Overview

11.7.3 Metaswitch Networks Contact Center Solution Introduction

11.7.4 Metaswitch Networks Revenue in Contact Center Solution Business (2018-2023)

11.7.5 Metaswitch Networks Recent Development

11.8 Mitel Networks Corp.

11.8.1 Mitel Networks Corp. Company Detail

11.8.2 Mitel Networks Corp. Business Overview

11.8.3 Mitel Networks Corp. Contact Center Solution Introduction

11.8.4 Mitel Networks Corp. Revenue in Contact Center Solution Business (2018-2023)

11.8.5 Mitel Networks Corp. Recent Development

11.9 RingCentral, Inc.

11.9.1 RingCentral, Inc. Company Detail

11.9.2 RingCentral, Inc. Business Overview

11.9.3 RingCentral, Inc. Contact Center Solution Introduction

11.9.4 RingCentral, Inc. Revenue in Contact Center Solution Business (2018-2023)

11.9.5 RingCentral, Inc. Recent Development

11.10 SAP SE

11.10.1 SAP SE Company Detail

11.10.2 SAP SE Business Overview

11.10.3 SAP SE Contact Center Solution Introduction

11.10.4 SAP SE Revenue in Contact Center Solution Business (2018-2023)

11.10.5 SAP SE Recent Development

11.11 Talkdesk, Inc.

11.11.1 Talkdesk, Inc. Company Detail

11.11.2 Talkdesk, Inc. Business Overview

11.11.3 Talkdesk, Inc. Contact Center Solution Introduction

11.11.4 Talkdesk, Inc. Revenue in Contact Center Solution Business (2018-2023)

11.11.5 Talkdesk, Inc. Recent Development

13.1 Research Methodology

13.1.1 Methodology/Research Approach

13.1.2 Data Source

13.2 Disclaimer

13.3 Author Details

List of Tables

    Table 1. Global Contact Center Solution Market Size Growth Rate by Type (US$ Million): 2018 VS 2022 VS 2029

    Table 2. Key Players of Integration & Deployment

    Table 3. Key Players of Support & Maintenance

    Table 4. Key Players of Training & Consulting

    Table 5. Key Players of Managed Services

    Table 6. Global Contact Center Solution Market Size Growth by Application (US$ Million): 2018 VS 2022 VS 2029

    Table 7. Global Contact Center Solution Market Size by Region (US$ Million): 2018 VS 2022 VS 2029

    Table 8. Global Contact Center Solution Market Size by Region (2018-2023) & (US$ Million)

    Table 9. Global Contact Center Solution Market Share by Region (2018-2023)

    Table 10. Global Contact Center Solution Forecasted Market Size by Region (2024-2029) & (US$ Million)

    Table 11. Global Contact Center Solution Market Share by Region (2024-2029)

    Table 12. Contact Center Solution Market Trends

    Table 13. Contact Center Solution Market Drivers

    Table 14. Contact Center Solution Market Challenges

    Table 15. Contact Center Solution Market Restraints

    Table 16. Global Contact Center Solution Revenue by Players (2018-2023) & (US$ Million)

    Table 17. Global Contact Center Solution Market Share by Players (2018-2023)

    Table 18. Global Top Contact Center Solution Players by Company Type (Tier 1, Tier 2, and Tier 3) & (based on the Revenue in Contact Center Solution as of 2022)

    Table 19. Ranking of Global Top Contact Center Solution Companies by Revenue (US$ Million) in 2022

    Table 20. Global 5 Largest Players Market Share by Contact Center Solution Revenue (CR5 and HHI) & (2018-2023)

    Table 21. Key Players Headquarters and Area Served

    Table 22. Key Players Contact Center Solution Product Solution and Service

    Table 23. Date of Enter into Contact Center Solution Market

    Table 24. Mergers & Acquisitions, Expansion Plans

    Table 25. Global Contact Center Solution Market Size by Type (2018-2023) & (US$ Million)

    Table 26. Global Contact Center Solution Revenue Market Share by Type (2018-2023)

    Table 27. Global Contact Center Solution Forecasted Market Size by Type (2024-2029) & (US$ Million)

    Table 28. Global Contact Center Solution Revenue Market Share by Type (2024-2029)

    Table 29. Global Contact Center Solution Market Size by Application (2018-2023) & (US$ Million)

    Table 30. Global Contact Center Solution Revenue Market Share by Application (2018-2023)

    Table 31. Global Contact Center Solution Forecasted Market Size by Application (2024-2029) & (US$ Million)

    Table 32. Global Contact Center Solution Revenue Market Share by Application (2024-2029)

    Table 33. North America Contact Center Solution Market Size Growth Rate by Country (US$ Million): 2018 VS 2022 VS 2029

    Table 34. North America Contact Center Solution Market Size by Country (2018-2023) & (US$ Million)

    Table 35. North America Contact Center Solution Market Size by Country (2024-2029) & (US$ Million)

    Table 36. Europe Contact Center Solution Market Size Growth Rate by Country (US$ Million): 2018 VS 2022 VS 2029

    Table 37. Europe Contact Center Solution Market Size by Country (2018-2023) & (US$ Million)

    Table 38. Europe Contact Center Solution Market Size by Country (2024-2029) & (US$ Million)

    Table 39. Asia-Pacific Contact Center Solution Market Size Growth Rate by Region (US$ Million): 2018 VS 2022 VS 2029

    Table 40. Asia-Pacific Contact Center Solution Market Size by Region (2018-2023) & (US$ Million)

    Table 41. Asia-Pacific Contact Center Solution Market Size by Region (2024-2029) & (US$ Million)

    Table 42. Latin America Contact Center Solution Market Size Growth Rate by Country (US$ Million): 2018 VS 2022 VS 2029

    Table 43. Latin America Contact Center Solution Market Size by Country (2018-2023) & (US$ Million)

    Table 44. Latin America Contact Center Solution Market Size by Country (2024-2029) & (US$ Million)

    Table 45. Middle East & Africa Contact Center Solution Market Size Growth Rate by Country (US$ Million): 2018 VS 2022 VS 2029

    Table 46. Middle East & Africa Contact Center Solution Market Size by Country (2018-2023) & (US$ Million)

    Table 47. Middle East & Africa Contact Center Solution Market Size by Country (2024-2029) & (US$ Million)

    Table 48. Aculab Company Detail

    Table 49. Aculab Business Overview

    Table 50. Aculab Contact Center Solution Product

    Table 51. Aculab Revenue in Contact Center Solution Business (2018-2023) & (US$ Million)

    Table 52. Aculab Recent Development

    Table 53. AGC Networks Ltd. Company Detail

    Table 54. AGC Networks Ltd. Business Overview

    Table 55. AGC Networks Ltd. Contact Center Solution Product

    Table 56. AGC Networks Ltd. Revenue in Contact Center Solution Business (2018-2023) & (US$ Million)

    Table 57. AGC Networks Ltd. Recent Development

    Table 58. AT&T Inc. Company Detail

    Table 59. AT&T Inc. Business Overview

    Table 60. AT&T Inc. Contact Center Solution Product

    Table 61. AT&T Inc. Revenue in Contact Center Solution Business (2018-2023) & (US$ Million)

    Table 62. AT&T Inc. Recent Development

    Table 63. Cisco Systems, Inc. Company Detail

    Table 64. Cisco Systems, Inc. Business Overview

    Table 65. Cisco Systems, Inc. Contact Center Solution Product

    Table 66. Cisco Systems, Inc. Revenue in Contact Center Solution Business (2018-2023) & (US$ Million)

    Table 67. Cisco Systems, Inc. Recent Development

    Table 68. Five9, Inc. Company Detail

    Table 69. Five9, Inc. Business Overview

    Table 70. Five9, Inc. Contact Center Solution Product

    Table 71. Five9, Inc. Revenue in Contact Center Solution Business (2018-2023) & (US$ Million)

    Table 72. Five9, Inc. Recent Development

    Table 73. Genesys Company Detail

    Table 74. Genesys Business Overview

    Table 75. Genesys Contact Center Solution Product

    Table 76. Genesys Revenue in Contact Center Solution Business (2018-2023) & (US$ Million)

    Table 77. Genesys Recent Development

    Table 78. Metaswitch Networks Company Detail

    Table 79. Metaswitch Networks Business Overview

    Table 80. Metaswitch Networks Contact Center Solution Product

    Table 81. Metaswitch Networks Revenue in Contact Center Solution Business (2018-2023) & (US$ Million)

    Table 82. Metaswitch Networks Recent Development

    Table 83. Mitel Networks Corp. Company Detail

    Table 84. Mitel Networks Corp. Business Overview

    Table 85. Mitel Networks Corp. Contact Center Solution Product

    Table 86. Mitel Networks Corp. Revenue in Contact Center Solution Business (2018-2023) & (US$ Million)

    Table 87. Mitel Networks Corp. Recent Development

    Table 88. RingCentral, Inc. Company Detail

    Table 89. RingCentral, Inc. Business Overview

    Table 90. RingCentral, Inc. Contact Center Solution Product

    Table 91. RingCentral, Inc. Revenue in Contact Center Solution Business (2018-2023) & (US$ Million)

    Table 92. RingCentral, Inc. Recent Development

    Table 93. SAP SE Company Detail

    Table 94. SAP SE Business Overview

    Table 95. SAP SE Contact Center Solution Product

    Table 96. SAP SE Revenue in Contact Center Solution Business (2018-2023) & (US$ Million)

    Table 97. SAP SE Recent Development

    Table 98. Talkdesk, Inc. Company Detail

    Table 99. Talkdesk, Inc. Business Overview

    Table 100. Talkdesk, Inc. Contact Center Solution Product

    Table 101. Talkdesk, Inc. Revenue in Contact Center Solution Business (2018-2023) & (US$ Million)

    Table 102. Talkdesk, Inc. Recent Development

    Table 103. Research Programs/Design for This Report

    Table 104. Key Data Information from Secondary Sources

    Table 105. Key Data Information from Primary Sources

List of Figures

    Figure 1. Global Contact Center Solution Market Size Comparison by Type (2023-2029) & (US$ Million)

    Figure 2. Global Contact Center Solution Market Share by Type: 2022 VS 2029

    Figure 3. Integration & Deployment Features

    Figure 4. Support & Maintenance Features

    Figure 5. Training & Consulting Features

    Figure 6. Managed Services Features

    Figure 7. Global Contact Center Solution Market Size Comparison by Application (2023-2029) & (US$ Million)

    Figure 8. Global Contact Center Solution Market Share by Application: 2022 VS 2029

    Figure 9. BFSI Case Studies

    Figure 10. Consumer Goods & Retail Case Studies

    Figure 11. Government Case Studies

    Figure 12. Healthcare Case Studies

    Figure 13. IT & Telecom Case Studies

    Figure 14. Travel & Hospitality Case Studies

    Figure 15. Others Case Studies

    Figure 16. Contact Center Solution Report Years Considered

    Figure 17. Global Contact Center Solution Market Size (US$ Million), Year-over-Year: 2018-2029

    Figure 18. Global Contact Center Solution Market Size, (US$ Million), 2018 VS 2022 VS 2029

    Figure 19. Global Contact Center Solution Market Share by Region: 2022 VS 2029

    Figure 20. Global Contact Center Solution Market Share by Players in 2022

    Figure 21. Global Top Contact Center Solution Players by Company Type (Tier 1, Tier 2, and Tier 3) & (based on the Revenue in Contact Center Solution as of 2022)

    Figure 22. The Top 10 and 5 Players Market Share by Contact Center Solution Revenue in 2022

    Figure 23. North America Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 24. North America Contact Center Solution Market Share by Country (2018-2029)

    Figure 25. United States Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 26. Canada Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 27. Europe Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 28. Europe Contact Center Solution Market Share by Country (2018-2029)

    Figure 29. Germany Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 30. France Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 31. U.K. Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 32. Italy Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 33. Russia Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 34. Nordic Countries Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 35. Asia-Pacific Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 36. Asia-Pacific Contact Center Solution Market Share by Region (2018-2029)

    Figure 37. China Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 38. Japan Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 39. South Korea Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 40. Southeast Asia Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 41. India Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 42. Australia Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 43. Latin America Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 44. Latin America Contact Center Solution Market Share by Country (2018-2029)

    Figure 45. Mexico Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 46. Brazil Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 47. Middle East & Africa Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 48. Middle East & Africa Contact Center Solution Market Share by Country (2018-2029)

    Figure 49. Turkey Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 50. Saudi Arabia Contact Center Solution Market Size YoY Growth (2018-2029) & (US$ Million)

    Figure 51. Aculab Revenue Growth Rate in Contact Center Solution Business (2018-2023)

    Figure 52. AGC Networks Ltd. Revenue Growth Rate in Contact Center Solution Business (2018-2023)

    Figure 53. AT&T Inc. Revenue Growth Rate in Contact Center Solution Business (2018-2023)

    Figure 54. Cisco Systems, Inc. Revenue Growth Rate in Contact Center Solution Business (2018-2023)

    Figure 55. Five9, Inc. Revenue Growth Rate in Contact Center Solution Business (2018-2023)

    Figure 56. Genesys Revenue Growth Rate in Contact Center Solution Business (2018-2023)

    Figure 57. Metaswitch Networks Revenue Growth Rate in Contact Center Solution Business (2018-2023)

    Figure 58. Mitel Networks Corp. Revenue Growth Rate in Contact Center Solution Business (2018-2023)

    Figure 59. RingCentral, Inc. Revenue Growth Rate in Contact Center Solution Business (2018-2023)

    Figure 60. SAP SE Revenue Growth Rate in Contact Center Solution Business (2018-2023)

    Figure 61. Talkdesk, Inc. Revenue Growth Rate in Contact Center Solution Business (2018-2023)

    Figure 62. Bottom-up and Top-down Approaches for This Report

    Figure 63. Data Triangulation

    Figure 64. Key Executives Interviewed