1 INTRODUCTION
1.1 Study Assumptions and Market Definition
1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET DYNAMICS
4.1 Market Overview
4.2 Industry Attractiveness - Porter's Five Forces Analysis
4.2.1 Bargaining Power of Suppliers
4.2.2 Bargaining Power of Consumers
4.2.3 Threat of New Entrants
4.2.4 Threat of Substitute Products
4.2.5 Intensity of Competitive Rivalry
4.3 Market Drivers
4.3.1 Need For Reduction in Overall Cost of Contact Center Management
4.3.2 Flexible Cloud-based Contact Center Solutions
4.4 Market Challenges
4.4.1 Integration of New Solutions with Legacy Systems
4.5 Impact of COVID-19 on Contact Center Software Market

5 ANALYSIS OF CONTACT CENTER TRANSFORMATION
5.1 Solution Roadmap Analysis (2012-2019)
5.2 Impact of the convergence of AI, Machine Learning, and Automation in Contact Centers
5.3 Thematic Analysis on the Transformation of Contact Centers
5.3.1 Evolving Customer Preferences (Multi-channel Customer Engagement Trends, like Chatbots and Social Media)
5.3.2 Automation and Growth of Advanced Analytics in the Contact Center
5.3.3 Embracing Omnichannel-based Communication
5.4 Analysis of Major Advancements - Voice-based Biometrics and Real-time Analytics

6 MARKET SEGMENTATION
6.1 Type
6.1.1 Intelligent Call Routing
6.1.2 Workforce Performance Optimization
6.1.3 Dialers
6.1.4 Interactive Voice Response
6.1.5 Computer Telephony Integration
6.1.6 Analytics and Reporting
6.1.7 Services (Consulting and Managed Services)
6.2 Deployment
6.2.1 On-Premise
6.2.2 Hosted
6.3 Organization Size
6.3.1 Small and Medium Enterprises
6.3.2 Large
6.4 End-user Industry
6.4.1 Banking, Financial Services, and Insurance (BFSI)
6.4.2 IT and Telecom
6.4.3 Media and Entertainment
6.4.4 Retail and Consumer
6.4.5 Healthcare
6.4.6 Other End-user Industries
6.5 Geography
6.5.1 North America
6.5.2 Europe
6.5.3 Asia-Pacific
6.5.4 Latin America
6.5.5 Middle East and Africa

7 COMPETITIVE LANDSCAPE
7.1 Company Profiles
7.1.1 RingCentral Inc.
7.1.2 NICE Systems Inc.
7.1.3 8x8 Inc.
7.1.4 Genesys Telecommunications Laboratories Inc.
7.1.5 Five9 Inc.
7.1.6 Avaya Inc.
7.1.7 Enghouse Interactive Inc.
7.1.8 Vocalcom SA
7.1.9 Mitel Networks Corp
7.1.10 Altitude Software
7.1.11 Aspect Software Inc.

8 INVESTMENT ANALYSIS

9 MARKET OPPORTUNTIIES AND FUTURE TRENDS

Companies Mentioned
 - RingCentral Inc.
- NICE Systems Inc.
- 8x8 Inc.
- Genesys Telecommunications Laboratories Inc.
- Five9 Inc.
- Avaya Inc.
- Enghouse Interactive Inc.
- Vocalcom SA
- Mitel Networks Corp
- Altitude Software
- Aspect Software Inc.