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TABLE OF CONTENTS

1          Introduction

1.1        Market Definition

1.2        Market Scope

2          Research Methodology

2.1        Primary Research

2.2        Research Methodology

2.3        Assumptions & Exclusions

2.4        Secondary Data Sources

3          Market Overview

3.1        Report Segmentation & Scope

3.2        Value Chain Analysis: Contact Center Software Market

3.3        Key Market Trends

3.3.1     Drivers

3.3.2     Restraints

3.3.3     Opportunities

3.4        Porter’s Five Forces Analysis

3.4.1     Bargaining Power of Suppliers

3.4.2     Bargaining Power of Buyers

3.4.3     Threat of Substitution

3.4.4     Threat of New Entrants

3.4.5     Competitive Rivalry

3.5        Market Share Analysis

4          Solution Overview

4.1        Introduction

4.1.1     Market Size & Forecast

4.2        Intelligent Virtual Assistants

4.2.1     Market Size & Forecast

4.3        Customer Collaboration

4.3.1     Market Size & Forecast

4.4        IVR

4.4.1     Market Size & Forecast

4.5        Dialers

4.5.1     Market Size & Forecast

4.6        Others

4.6.1     Market Size & Forecast

5          Deployment Overview

5.1        Introduction

5.1.1     Market Size & Forecast

5.2        On Premise

5.2.1     Market Size & Forecast

5.3        Cloud

5.3.1     Market Size & Forecast

6          Industry Vertical Overview

6.1        Introduction

6.1.1     Market Size & Forecast

6.2        SMEs

6.2.1     Market Size & Forecast

6.3        Large Enterprises

6.3.1     Market Size & Forecast

7          Industry Vertical Overview

7.1        Introduction

7.1.1     Market Size & Forecast

7.2        BFSI

7.2.1     Market Size & Forecast

7.3        Consumer Goods & Retail

7.3.1     Market Size & Forecast

7.4        Government

7.4.1     Market Size & Forecast

7.5        IT & Telecom

7.5.1     Market Size & Forecast

7.6        Travel and Hospitality

7.6.1     Market Size & Forecast

7.7        Others

7.7.1     Market Size & Forecast

8          Regional Overview

8.1        Introduction

8.1.1     Market Size & Forecast

8.2        North America

8.2.1     Market Size & Forecast

8.2.2      U.S.

8.2.2.1 By Solution

8.2.2.2 By Industry Vertical

8.2.3      Canada

8.2.3.1 By Solution

8.2.3.2 By Industry Vertical

8.2.4      Mexico

8.2.4.1 By Solution

8.2.4.2 By Industry Vertical

8.3        Europe

8.3.1     Market Size & Forecast

8.3.2     Germany

8.3.2.1 By Solution

8.3.2.2 By Industry Vertical

8.3.3     France

8.3.3.1 By Solution

8.3.3.2 By Industry Vertical

8.3.4     U.K.

8.3.4.1 By Solution

8.3.4.2 By Industry Vertical

8.3.5     Italy

8.3.5.1 By Solution

8.3.5.2 By Industry Vertical

8.3.6     Spain

8.3.6.1 By Solution

8.3.6.2 By Industry Vertical

8.3.7     Rest of Europe

8.3.7.1 By Solution

8.3.7.2 By Industry Vertical

8.4        Asia Pacific

8.4.1     Market Size & Forecast

8.4.2     Japan

8.4.2.1 By Solution

8.4.2.2 By Industry Vertical

8.4.3     China

8.4.3.1 By Solution

8.4.3.2 By Industry Vertical

8.4.4     Australia

8.4.4.1 By Solution

8.4.4.2 By Industry Vertical

8.4.5     India

8.4.5.1 By Solution

8.4.5.2 By Industry Vertical

8.4.6     South Korea

8.4.6.1 By Solution

8.4.6.2 By Industry Vertical

8.4.7     Rest of Asia-Pacific

8.4.7.1 By Solution

8.4.7.2 By Industry Vertical

8.5        LAMEA

8.5.1     Market Size & Forecast

8.5.2     Saudi Arabia

8.5.2.1 By Solution

8.5.2.2 By Industry Vertical

8.5.3     South Africa

8.5.3.1 By Solution

8.5.3.2 By Industry Vertical

8.5.4     Brazil

8.5.4.1 By Solution

8.5.4.2 By Industry Vertical

8.5.5     Rest of LAMEA

8.5.5.1 By Solution

                                    8.5.5.2 By Industry Vertical

9          Company Profile

9.1        Alcatel-Lucent Enterprise

9.1.1     Company Overview

9.1.2     Financial Performance

9.1.3     Recent Developments

9.1.4     Product Portfolio

9.2        Cisco Systems

9.2.1     Company Overview

9.2.2     Financial Performance

9.2.3     Recent Developments

9.2.4     Product Portfolio

9.3        Avaya Inc.

9.3.1     Company Overview

9.3.2     Financial Performance

9.3.3     Recent Developments

9.3.4     Product Portfolio

9.4        Huawei Technologies Co., Ltd.

9.4.1     Company Overview

9.4.2     Financial Performance

9.4.3     Recent Developments

9.4.4     Product Portfolio

9.5        Mitel Networks Corporation

9.5.1     Company Overview

9.5.2     Financial Performance

9.5.3     Recent Developments

9.5.4     Product Portfolio

9.6        Oracle Corporation

9.6.1     Company Overview

9.6.2     Financial Performance

9.6.3     Recent Developments

9.6.4     Product Portfolio

9.7        SAP SE

9.7.1     Company Overview

9.7.2     Financial Performance

9.7.3     Recent Developments

9.7.4     Product Portfolio

9.8        Unify, Inc.

9.8.1     Company Overview

9.8.2     Financial Performance

9.8.3     Recent Developments

9.8.4     Solution Portfolio

9.9        IBM Corporation

9.9.1     Company Overview

9.9.2     Financial Performance

9.9.3     Recent Developments

9.9.4     Product Portfolio

9.10      Enghouse Interactive Inc.

9.10.1   Company Overview

9.10.2   Financial Performance

9.10.3   Recent Developments

9.10.4   Product Portfolio



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