• 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.