• Executive Summary o Market Overview • Market Landscape o Market ecosystem o Value chain analysis • Market Sizing o Market definition o Market segment analysis o Market size 2019 o Market outlook: Forecast for 2019 - 2024 • Five Forces Analysis o Five Forces Summary o Bargaining power of buyers o Bargaining power of suppliers o Threat of new entrants o Threat of substitutes o Threat of rivalry o Market condition • Market Segmentation by Type o Market segments o Comparison by Type placement o Voice-based - Market size and forecast 2019-2024 o Text-based - Market size and forecast 2019-2024 o Social media-based - Market size and forecast 2019-2024 o Market opportunity by Type • Market Segmentation by Deployment o Market segments o Comparison by Deployment placement o Market opportunity by Deployment • Customer landscape o Overview • Geographic Landscape o Geographic segmentation o Geographic comparison o APAC - Market size and forecast 2019-2024 o North America - Market size and forecast 2019-2024 o Europe - Market size and forecast 2019-2024 o South America - Market size and forecast 2019-2024 o MEA - Market size and forecast 2019-2024 o Key leading countries o Market opportunity by geography • Drivers, Challenges, and Trends o Market drivers o Volume driver - Demand led growth o Volume driver - Supply led growth o Volume driver - External factors o Volume driver - Demand shift in adjacent markets o Price driver - Inflation o Price driver - Shift from lower to higher priced units o Market challenges o Market trends • Vendor Landscape o Overview o Vendor landscape o Landscape disruption • Vendor Analysis o Vendors covered o Market positioning of vendors o 8x8 Inc. o ALE International o Aspect Software Inc. o Avaya Holdings Corp. o Cisco Systems Inc. o Enghouse Systems Ltd. o Five9 Inc. o Genesys Telecommunications Laboratories Inc. o Mitel Networks Corp. o NEC Corp. • Appendix o Scope of the report o Currency conversion rates for US$ o Research methodology o List of abbreviations Exhibits • 1.Key Finding 1 • 2.Key Finding 2 • 3.Key Finding 3 • 4.Key Finding 4 • 5.Key Finding 5 • 6.Key Finding 6 • 7.Key Finding 7 • 8.Key Finding 8 • 9.Market in focus • 10.Parent market • 11.Market characteristics • 12.Product / Service portfolio of key vendors included in the market definition • 13.Market segments • 14.Global - Market size and forecast 2019 - 2024 ($ billion) • 15.Global market: Year-over-year growth 2019 - 2024 (%) • 16.Five forces analysis 2019 & 2024 • 17.Bargaining power of buyers • 18.Bargaining power of suppliers • 19.Threat of new entrants • 20.Threat of substitutes • 21.Threat of rivalry • 22.Market condition - Five forces 2019 • 23.Type placement - Market share 2019-2024 (%) • 24.Comparison by Type placement • 25.Voice-based - Market size and forecast 2019-2024 ($ billion) • 26.Voice-based - Year-over-year growth 2019-2024 (%) • 27.Text-based - Market size and forecast 2019-2024 ($ billion) • 28.Text-based - Year-over-year growth 2019-2024 (%) • 29.Social media-based - Market size and forecast 2019-2024 ($ billion) • 30.Social media-based - Year-over-year growth 2019-2024 (%) • 31. Market opportunity by Type • 32.Deployment placement - Market share 2019-2024 (%) • 33.Comparison by Deployment placement • 34. Market opportunity by Deployment • 35.Customer landscape • 36.Market share by geography 2019-2024 (%) • 37.Geographic comparison • 38.APAC - Market size and forecast 2019-2024 ($ billion) • 39.APAC - Year-over-year growth 2019-2024 (%) • 40.North America - Market size and forecast 2019-2024 ($ billion) • 41.North America - Year-over-year growth 2019-2024 (%) • 42.Europe - Market size and forecast 2019-2024 ($ billion) • 43.Europe - Year-over-year growth 2019-2024 (%) • 44.South America - Market size and forecast 2019-2024 ($ billion) • 45.South America - Year-over-year growth 2019-2024 (%) • 46.MEA - Market size and forecast 2019-2024 ($ billion) • 47.MEA - Year-over-year growth 2019-2024 (%) • 48.Key leading countries • 49.Market opportunity by geography ($ billion) • 50.Impact of drivers • 51.Impact of challenges • 52.Landscape disruption • 53.Industry risks • 54.Vendors covered • 55.Market positioning of vendors • 56.8x8 Inc. - Overview (1/3) • 57.8x8 Inc. - Overview (2/3) • 58.8x8 Inc. - Overview (3/3) • 59.8x8 Inc. - Product and service • 60.8x8 Inc. - Key offerings • 61.8x8 Inc. - Key customers • 62.8x8 Inc. - Segment focus • 63.ALE International - Overview (1/3) • 64.ALE International - Overview (2/3) • 65.ALE International - Overview (3/3) • 66.ALE International - Product and service • 67.ALE International - Key offerings • 68.ALE International - Key customers • 69.ALE International - Segment focus • 70.Aspect Software Inc. - Overview (1/3) • 71.Aspect Software Inc. - Overview (2/3) • 72.Aspect Software Inc. - Overview (3/3) • 73.Aspect Software Inc. - Product and service • 74.Aspect Software Inc. - Key offerings • 75.Aspect Software Inc. - Key customers • 76.Aspect Software Inc. - Segment focus • 77.Avaya Holdings Corp. - Overview (1/3) • 78.Avaya Holdings Corp. - Overview (2/3) • 79.Avaya Holdings Corp. - Overview (3/3) • 80.Avaya Holdings Corp. - Business segments • 81.Avaya Holdings Corp. - Key offerings • 82.Avaya Holdings Corp. - Key customers • 83.Avaya Holdings Corp. - Segment focus • 84.Cisco Systems Inc. - Overview (1/3) • 85.Cisco Systems Inc. - Overview (2/3) • 86.Cisco Systems Inc. - Overview (3/3) • 87.Cisco Systems Inc. - Business segments • 88.Cisco Systems Inc. - Key offerings • 89.Cisco Systems Inc. - Key customers • 90.Cisco Systems Inc. - Segment focus • 91.Enghouse Systems Ltd. - Overview (1/3) • 92.Enghouse Systems Ltd. - Overview (2/3) • 93.Enghouse Systems Ltd. - Overview (3/3) • 94.Enghouse Systems Ltd. - Business segments • 95.Enghouse Systems Ltd. - Key offerings • 96.Enghouse Systems Ltd. - Key customers • 97.Enghouse Systems Ltd. - Segment focus • 98.Five9 Inc. - Overview (1/3) • 99.Five9 Inc. - Overview (2/3) • 100.Five9 Inc. - Overview (3/3) • 101.Five9 Inc. - Product and service • 102.Five9 Inc. - Key offerings • 103.Five9 Inc. - Key customers • 104.Five9 Inc. - Segment focus • 105.Genesys Telecommunications Laboratories Inc. - Overview (1/3) • 106.Genesys Telecommunications Laboratories Inc. - Overview (2/3) • 107.Genesys Telecommunications Laboratories Inc. - Overview (3/3) • 108.Genesys Telecommunications Laboratories Inc. - Product and service • 109.Genesys Telecommunications Laboratories Inc. - Key offerings • 110.Genesys Telecommunications Laboratories Inc. - Key customers • 111.Genesys Telecommunications Laboratories Inc. - Segment focus • 112.Mitel Networks Corp. - Overview (1/3) • 113.Mitel Networks Corp. - Overview (2/3) • 114.Mitel Networks Corp. - Overview (3/3) • 115.Mitel Networks Corp. - Product and service • 116.Mitel Networks Corp. - Key offerings • 117.Mitel Networks Corp. - Key customers • 118.Mitel Networks Corp. - Segment focus • 119.NEC Corp. - Overview (1/3) • 120.NEC Corp. - Overview (2/3) • 121.NEC Corp. - Overview (3/3) • 122.NEC Corp. - Business segments • 123.NEC Corp. - Key offerings • 124.NEC Corp. - Key customers • 125.NEC Corp. - Segment focus • 126.Currency conversion rates for US$ • 127.Research Methodology • 128.Validation techniques employed for market sizing • 129.Information sources • 130.List of abbreviations

8x8 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.