PART 01: Executive summary • Highlights PART 02: Scope of the report • Market overview • Countries covered • Top-vendor offerings PART 03: Market research methodology • Research methodology • Economic indicators PART 04: Introduction • Key market highlights PART 05: Market landscape • Market overview • Technology evolution in contact center • Market size and forecast • Five forces analysis PART 06: Market segmentation by technology • Global contact center market by technology • Global inbound systems contact center market • Global IVR contact center market • Global analytics contact center market • Global QM contact center market • Global WFM contact center market • Global outbound systems contact center market PART 07: Market segmentation by IT deployment model • Global contact center market by IT deployment model • Global on-premises contact center market • Global hosted contact center market PART 08: Geographical segmentation • Global contact center market by geography • Americas • EMEA • APAC PART 09: Market drivers • Need to automate contact center operations • Exponential increase in data generated by contact centers • Digital transformation of contact centers • Increased demand for CRM PART 10: Impact of drivers PART 11: Market challenges • System integration issues • Data privacy and security risks • High attrition rate and shrinking IT budget • Lack of domain expertise PART 12: Impact of drivers and challenges PART 13: Market trends • Emergence of RPA • Increased adoption of speech analytics • Incorporation of voice biometrics • Rise of CCaaS • Evolution of UC in customer service PART 14: Vendor landscape • Competitive landscape • Other prominent vendors PART 15: Key vendor profile • Avaya • Cisco Systems • Genesys • Huawei Technologies PART 16: Appendix • List of abbreviations   List of Exhibits Exhibit 01: Global contact center market segmentation overview Exhibit 02: Countries covered for market analysis Exhibit 03: Product offerings Exhibit 04: Details of contact center phases Exhibit 05: Technology evolution in contact center Exhibit 06: Global contact center market 2015-2020 ($ billions) Exhibit 07: Five forces analysis Exhibit 08: Global contact center market by technology 2015 Exhibit 09: Global inbound systems contact center market 2015-2020 ($ billions) Exhibit 10: Global IVR contact center market 2015-2020 ($ billions) Exhibit 11: Global analytics contact center market 2015-2020 ($ billions) Exhibit 12: Global QM contact center market 2015-2020 ($ billions) Exhibit 13: Global WFM contact center market 2015-2020 ($ billions) Exhibit 14: Global Outbound systems contact center market 2015-2020 ($ billions) Exhibit 15: Global contact center market by IT deployment model Exhibit 16: Global on-premises contact center market 2015-2020 ($ billions) Exhibit 17: Global Hosted contact center market 2015-2020 ($ billions) Exhibit 18: Global contact center market by geography 2015 Exhibit 19: Contact center market in Americas 2015-2020 ($ billions) Exhibit 20: Contact center market in EMEA 2015-2020 ($ billions) Exhibit 21: Contact center market in APAC 2015-2020 ($ billions) Exhibit 22: Impact of drivers Exhibit 23: Impact of drivers and challenges Exhibit 24: Other prominent vendors Exhibit 25: Recent developments Exhibit 26: Cisco: Recent developments Exhibit 27: Genesys: Recent developments Exhibit 28: Recent developments

Avaya, Cisco Systems, Genesys, Huawei Technologies, 3CLogic, 8x8, Aastra, Altitude Software, Aspect Software, Connect First, Convergys, CRMXchange, Five9, Fujitsu, HP, IBM, inContact, Interactive Intelligence, Mitel Networks, NICE, Noble Systems, Oracle, Presence Technology, SAP, ShoreTel, Syntel, Teleopti, Unify, Verint Systems, Verizon Communications, Vocalcom