1 Study Coverage 1.1 Contact Center Infrastructure Software Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Introduction 1.2 Global Contact Center Infrastructure Software Outlook 2017 VS 2022 VS 2028 1.2.1 Global Contact Center Infrastructure Software Market Size for the Year 2017-2028 1.2.2 Global Contact Center Infrastructure Software Market Size for the Year 2017-2028 1.3 Contact Center Infrastructure Software Market Size, United States VS Global, 2017 VS 2022 VS 2028 1.3.1 The Market Share of United States Contact Center Infrastructure Software in Global, 2017 VS 2022 VS 2028 1.3.2 The Growth Rate of Contact Center Infrastructure Software Market Size, United States VS Global, 2017 VS 2022 VS 2028 1.4 Contact Center Infrastructure Software Market Dynamics 1.4.1 Contact Center Infrastructure Software Industry Trends 1.4.2 Contact Center Infrastructure Software Market Drivers 1.4.3 Contact Center Infrastructure Software Market Challenges 1.4.4 Contact Center Infrastructure Software Market Restraints 1.5 Study Objectives 1.6 Years Considered 2 Contact Center Infrastructure Software by Type 2.1 Contact Center Infrastructure Software Market Segment by Type 2.1.1 On-Premises 2.1.2 Cloud Based 2.2 Global Contact Center Infrastructure Software Market Size by Type (2017, 2022 & 2028) 2.3 Global Contact Center Infrastructure Software Market Size by Type (2017-2028) 2.4 United States Contact Center Infrastructure Software Market Size by Type (2017, 2022 & 2028) 2.5 United States Contact Center Infrastructure Software Market Size by Type (2017-2028) 3 Contact Center Infrastructure Software by Application 3.1 Contact Center Infrastructure Software Market Segment by Application 3.1.1 Large Enterprised 3.1.2 SMEs 3.2 Global Contact Center Infrastructure Software Market Size by Application (2017, 2022 & 2028) 3.3 Global Contact Center Infrastructure Software Market Size by Application (2017-2028) 3.4 United States Contact Center Infrastructure Software Market Size by Application (2017, 2022 & 2028) 3.5 United States Contact Center Infrastructure Software Market Size by Application (2017-2028) 4 Global Contact Center Infrastructure Software Competitor Landscape by Company 4.1 Global Contact Center Infrastructure Software Market Size by Company 4.1.1 Top Global Contact Center Infrastructure Software Companies Ranked by Revenue (2021) 4.1.2 Global Contact Center Infrastructure Software Revenue by Player (2017-2022) 4.2 Global Contact Center Infrastructure Software Concentration Ratio (CR) 4.2.1 Contact Center Infrastructure Software Market Concentration Ratio (CR) (2017-2022) 4.2.2 Global Top 5 and Top 10 Largest Companies of Contact Center Infrastructure Software in 2021 4.2.3 Global Contact Center Infrastructure Software Market Share by Company Type (Tier 1, Tier 2, and Tier 3) 4.3 Global Contact Center Infrastructure Software Headquarters, Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Type 4.3.1 Global Contact Center Infrastructure Software Headquarters and Area Served 4.3.2 Global Contact Center Infrastructure Software Companies Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Type 4.3.3 Date of International Companies Enter into Contact Center Infrastructure Software Market 4.4 Companies Mergers & Acquisitions, Expansion Plans 4.5 United States Contact Center Infrastructure Software Market Size by Company 4.5.1 Top Contact Center Infrastructure Software Players in United States, Ranked by Revenue (2021) 4.5.2 United States Contact Center Infrastructure Software Revenue by Players (2020, 2021 & 2022) 5 Global Contact Center Infrastructure Software Market Size by Region 5.1 Global Contact Center Infrastructure Software Market Size by Region: 2017 VS 2022 VS 2028 5.2 Global Contact Center Infrastructure Software Market Size by Region (2017-2028) 5.2.1 Global Contact Center Infrastructure Software Market Size by Region: 2017-2022 5.2.2 Global Contact Center Infrastructure Software Market Size by Region (2023-2028) 6 Segment in Region Level & Country Level 6.1 North America 6.1.1 North America Contact Center Infrastructure Software Market Size YoY Growth 2017-2028 6.1.2 North America Contact Center Infrastructure Software Market Facts & Figures by Country (2017, 2022 & 2028) 6.1.3 U.S. 6.1.4 Canada 6.2 Asia-Pacific 6.2.1 Asia-Pacific Contact Center Infrastructure Software Market Size YoY Growth 2017-2028 6.2.2 Asia-Pacific Contact Center Infrastructure Software Market Facts & Figures by Region (2017, 2022 & 2028) 6.2.3 China 6.2.4 Japan 6.2.5 South Korea 6.2.6 India 6.2.7 Australia 6.2.8 Taiwan 6.2.9 Indonesia 6.2.10 Thailand 6.2.11 Malaysia 6.2.12 Philippines 6.3 Europe 6.3.1 Europe Contact Center Infrastructure Software Market Size YoY Growth 2017-2028 6.3.2 Europe Contact Center Infrastructure Software Market Facts & Figures by Country (2017, 2022 & 2028) 6.3.3 Germany 6.3.4 France 6.3.5 U.K. 6.3.6 Italy 6.3.7 Russia 6.4 Latin America 6.4.1 Latin America Contact Center Infrastructure Software Market Size YoY Growth 2017-2028 6.4.2 Latin America Contact Center Infrastructure Software Market Facts & Figures by Country (2017, 2022 & 2028) 6.4.3 Mexico 6.4.4 Brazil 6.4.5 Argentina 6.5 Middle East and Africa 6.5.1 Middle East and Africa Contact Center Infrastructure Software Market Size YoY Growth 2017-2028 6.5.2 Middle East and Africa Contact Center Infrastructure Software Market Facts & Figures by Country (2017, 2022 & 2028) 6.5.3 Turkey 6.5.4 Saudi Arabia 6.5.5 U.A.E 7 Company Profiles 7.1 Genesys 7.1.1 Genesys Company Details 7.1.2 Genesys Business Overview 7.1.3 Genesys Contact Center Infrastructure Software Introduction 7.1.4 Genesys Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.1.5 Genesys Recent Development 7.2 3CX 7.2.1 3CX Company Details 7.2.2 3CX Business Overview 7.2.3 3CX Contact Center Infrastructure Software Introduction 7.2.4 3CX Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.2.5 3CX Recent Development 7.3 Aircall 7.3.1 Aircall Company Details 7.3.2 Aircall Business Overview 7.3.3 Aircall Contact Center Infrastructure Software Introduction 7.3.4 Aircall Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.3.5 Aircall Recent Development 7.4 Aspect 7.4.1 Aspect Company Details 7.4.2 Aspect Business Overview 7.4.3 Aspect Contact Center Infrastructure Software Introduction 7.4.4 Aspect Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.4.5 Aspect Recent Development 7.5 NICE 7.5.1 NICE Company Details 7.5.2 NICE Business Overview 7.5.3 NICE Contact Center Infrastructure Software Introduction 7.5.4 NICE Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.5.5 NICE Recent Development 7.6 Cisco 7.6.1 Cisco Company Details 7.6.2 Cisco Business Overview 7.6.3 Cisco Contact Center Infrastructure Software Introduction 7.6.4 Cisco Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.6.5 Cisco Recent Development 7.7 Five9 7.7.1 Five9 Company Details 7.7.2 Five9 Business Overview 7.7.3 Five9 Contact Center Infrastructure Software Introduction 7.7.4 Five9 Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.7.5 Five9 Recent Development 7.8 Google 7.8.1 Google Company Details 7.8.2 Google Business Overview 7.8.3 Google Contact Center Infrastructure Software Introduction 7.8.4 Google Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.8.5 Google Recent Development 7.9 Dixa 7.9.1 Dixa Company Details 7.9.2 Dixa Business Overview 7.9.3 Dixa Contact Center Infrastructure Software Introduction 7.9.4 Dixa Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.9.5 Dixa Recent Development 7.10 KOOKOO 7.10.1 KOOKOO Company Details 7.10.2 KOOKOO Business Overview 7.10.3 KOOKOO Contact Center Infrastructure Software Introduction 7.10.4 KOOKOO Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.10.5 KOOKOO Recent Development 7.11 Amazon 7.11.1 Amazon Company Details 7.11.2 Amazon Business Overview 7.11.3 Amazon Contact Center Infrastructure Software Introduction 7.11.4 Amazon Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.11.5 Amazon Recent Development 7.12 SAP 7.12.1 SAP Company Details 7.12.2 SAP Business Overview 7.12.3 SAP Contact Center Infrastructure Software Introduction 7.12.4 SAP Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.12.5 SAP Recent Development 7.13 Connect First 7.13.1 Connect First Company Details 7.13.2 Connect First Business Overview 7.13.3 Connect First Contact Center Infrastructure Software Introduction 7.13.4 Connect First Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.13.5 Connect First Recent Development 7.14 8x8 7.14.1 8x8 Company Details 7.14.2 8x8 Business Overview 7.14.3 8x8 Contact Center Infrastructure Software Introduction 7.14.4 8x8 Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.14.5 8x8 Recent Development 7.15 Call Tracking Metrics 7.15.1 Call Tracking Metrics Company Details 7.15.2 Call Tracking Metrics Business Overview 7.15.3 Call Tracking Metrics Contact Center Infrastructure Software Introduction 7.15.4 Call Tracking Metrics Revenue in Contact Center Infrastructure Software Business (2017-2022) 7.15.5 Call Tracking Metrics Recent Development 8 Research Findings and Conclusion 9 Appendix 9.1 Research Methodology 9.1.1 Methodology/Research Approach 9.1.2 Data Source 9.2 Author Details 9.3 Disclaimer

List of Tables Table 1. Contact Center Infrastructure Software Market Size United States VS Global, CAGR (2017 VS 2022 VS 2028) Table 2. Contact Center Infrastructure Software Market Trends Table 3. Contact Center Infrastructure Software Market Drivers Table 4. Contact Center Infrastructure Software Market Challenges Table 5. Contact Center Infrastructure Software Market Restraints Table 6. Global Contact Center Infrastructure Software Market Size by Type: 2017 VS 2022 VS 2028 (US$ Million) Table 7. United States Contact Center Infrastructure Software Market Size by Type: 2017 VS 2022 VS 2028 (US$ Million) Table 8. Global Contact Center Infrastructure Software Market Size by Application: 2017 VS 2022 VS 2028 (US$ Million) Table 9. United States Contact Center Infrastructure Software Market Size by Application: 2017 VS 2022 VS 2028 (US$ Million) Table 10. Top Contact Center Infrastructure Software Companies in Global Market, Ranking by Revenue (2021) Table 11. Global Contact Center Infrastructure Software Revenue by Player, (US$ Million), 2017-2022 Table 12. Global Contact Center Infrastructure Software Revenue Share by Player, 2017-2022 Table 13. Global Contact Center Infrastructure Software Companies Market Concentration Ratio (CR5 and HHI) Table 14. Global Contact Center Infrastructure Software by Company Type (Tier 1, Tier 2, and Tier 3) & (based on the Revenue in Contact Center Infrastructure Software as of 2021) Table 15. Top Players of Contact Center Infrastructure Software in Global Market, Headquarters and Area Served Table 16. Companies Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Type Table 17. Date of International Companies Enter into Contact Center Infrastructure Software Market Table 18. Companies Mergers & Acquisitions, Expansion Plans Table 19. Top Contact Center Infrastructure Software Players in United States Market, Ranking by Revenue (2021) Table 20. United States Contact Center Infrastructure Software Revenue by Players, (US$ Million), 2020, 2021 & 2022 Table 21. United States Contact Center Infrastructure Software Revenue Share by Players, 2020, 2021 & 2022 Table 22. Global Contact Center Infrastructure Software Market Size by Region (US$ Million): 2017 VS 2022 VS 2028 Table 23. Global Contact Center Infrastructure Software Market Size by Region (2017-2022) & (US$ Million) Table 24. Global Contact Center Infrastructure Software Market Size Forecast by Region (2023-2028) & (US$ Million) Table 25. North America Contact Center Infrastructure Software Sales in Value by Country (2017-2028) & (US$ Million) Table 26. Asia Pacific Contact Center Infrastructure Software Sales in Value by Region (2017-2028) & (US$ Million) Table 27. Europe Contact Center Infrastructure Software Sales in Value by Country (2017-2028) & (US$ Million) Table 28. Latin Americaa Contact Center Infrastructure Software Sales in Value by Country (2017-2028) & (US$ Million) Table 29. Middle East and Africa Contact Center Infrastructure Software Sales in Value by Country (2017-2028) & (US$ Million) Table 30. Genesys Company Details Table 31. Genesys Business Overview Table 32. Genesys Contact Center Infrastructure Software Product Table 33. Genesys Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 34. Genesys Recent Development Table 35. 3CX Company Details Table 36. 3CX Business Overview Table 37. 3CX Contact Center Infrastructure Software Product Table 38. 3CX Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 39. 3CX Recent Development Table 40. Aircall Company Details Table 41. Aircall Business Overview Table 42. Aircall Contact Center Infrastructure Software Product Table 43. Aircall Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 44. Aircall Recent Development Table 45. Aspect Company Details Table 46. Aspect Business Overview Table 47. Aspect Contact Center Infrastructure Software Product Table 48. Aspect Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 49. Aspect Recent Development Table 50. NICE Company Details Table 51. NICE Business Overview Table 52. NICE Contact Center Infrastructure Software Product Table 53. NICE Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 54. NICE Recent Development Table 55. Cisco Company Details Table 56. Cisco Business Overview Table 57. Cisco Contact Center Infrastructure Software Product Table 58. Cisco Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 59. Cisco Recent Development Table 60. Five9 Company Details Table 61. Five9 Business Overview Table 62. Five9 Contact Center Infrastructure Software Product Table 63. Five9 Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 64. Five9 Recent Development Table 65. Google Company Details Table 66. Google Business Overview Table 67. Google Contact Center Infrastructure Software Product Table 68. Google Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 69. Google Recent Development Table 70. Dixa Company Details Table 71. Dixa Business Overview Table 72. Dixa Contact Center Infrastructure Software Product Table 73. Dixa Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 74. Dixa Recent Development Table 75. KOOKOO Company Details Table 76. KOOKOO Business Overview Table 77. KOOKOO Contact Center Infrastructure Software Product Table 78. KOOKOO Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 79. KOOKOO Recent Development Table 80. Amazon Company Details Table 81. Amazon Business Overview Table 82. Amazon Contact Center Infrastructure Software Product Table 83. Amazon Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 84. Amazon Recent Development Table 85. SAP Company Details Table 86. SAP Business Overview Table 87. SAP Contact Center Infrastructure Software Product Table 88. SAP Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 89. SAP Recent Development Table 90. Connect First Company Details Table 91. Connect First Business Overview Table 92. Connect First Contact Center Infrastructure Software Product Table 93. Connect First Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 94. Connect First Recent Development Table 95. 8x8 Company Details Table 96. 8x8 Business Overview Table 97. 8x8 Contact Center Infrastructure Software Product Table 98. 8x8 Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 99. 8x8 Recent Development Table 100. Call Tracking Metrics Company Details Table 101. Call Tracking Metrics Business Overview Table 102. Call Tracking Metrics Contact Center Infrastructure Software Product Table 103. Call Tracking Metrics Revenue in Contact Center Infrastructure Software Business (2017-2022) & (US$ Million) Table 104. Call Tracking Metrics Recent Development Table 105. Research Programs/Design for This Report Table 106. Key Data Information from Secondary Sources Table 107. Key Data Information from Primary Sources List of Figures Figure 1. Contact Center Infrastructure Software Product Picture Figure 2. Global Contact Center Infrastructure Software Market Size, (US$ Million), 2017 VS 2022 VS 2028 Figure 3. Global Contact Center Infrastructure Software Market Size 2017-2028 (US$ Million) Figure 4. United States Contact Center Infrastructure Software Market Size, (US$ Million), 2017 VS 2022 VS 2028 Figure 5. United States Contact Center Infrastructure Software Market Size 2017-2028 (US$ Million) Figure 6. United States Contact Center Infrastructure Software Market Share in Global 2017-2028 Figure 7. Contact Center Infrastructure Software Report Years Considered Figure 8. Product Picture of On-Premises Figure 9. Product Picture of Cloud Based Figure 10. Global Contact Center Infrastructure Software Market Share by Type in 2022 & 2028 Figure 11. Global Contact Center Infrastructure Software Market Size by Type (2017-2028) & (US$ Million) Figure 12. Global Contact Center Infrastructure Software Market Share by Type (2017-2028) Figure 13. United States Contact Center Infrastructure Software Market Share by Type in 2022 & 2028 Figure 14. United States Contact Center Infrastructure Software Market Size by Type (2017-2028) & (US$ Million) Figure 15. United States Contact Center Infrastructure Software Market Share by Type (2017-2028) Figure 16. Product Picture of Large Enterprised Figure 17. Product Picture of SMEs Figure 18. Global Contact Center Infrastructure Software Market Share by Application in 2022 & 2028 Figure 19. Global Contact Center Infrastructure Software Market Size by Application (2017-2028) & (US$ Million) Figure 20. Global Contact Center Infrastructure Software Market Share by Application (2017-2028) Figure 21. United States Contact Center Infrastructure Software Market Share by Application in 2022 & 2028 Figure 22. United States Contact Center Infrastructure Software Market Size by Application (2017-2028) & (US$ Million) Figure 23. United States Contact Center Infrastructure Software Market Share by Application (2017-2028) Figure 24. North America Contact Center Infrastructure Software Market Size Growth Rate 2017-2028 (US$ Million) Figure 25. U.S. Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 26. Canada Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 27. Europe Contact Center Infrastructure Software Market Size Growth Rate 2017-2028 (US$ Million) Figure 28. Germany Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 29. France Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 30. U.K. Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 31. Italy Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 32. Russia Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 33. Asia-Pacific Contact Center Infrastructure Software Market Size Growth Rate 2017-2028 (US$ Million) Figure 34. China Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 35. Japan Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 36. South Korea Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 37. India Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 38. Australia Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 39. Taiwan Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 40. Indonesia Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 41. Thailand Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 42. Malaysia Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 43. Philippines Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 44. Latin America Contact Center Infrastructure Software Market Size Growth Rate 2017-2028 (US$ Million) Figure 45. Mexico Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 46. Brazil Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 47. Argentina Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 48. Middle East & Africa Contact Center Infrastructure Software Market Size Growth Rate 2017-2028 (US$ Million) Figure 49. Turkey Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 50. Saudi Arabia Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 51. U.A.E Contact Center Infrastructure Software Market Size Growth Rate (2017-2028) & (US$ Million) Figure 52. Genesys Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 53. 3CX Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 54. Aircall Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 55. Aspect Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 56. NICE Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 57. Cisco Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 58. Five9 Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 59. Google Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 60. Dixa Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 61. KOOKOO Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 62. Amazon Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 63. SAP Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 64. Connect First Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 65. 8x8 Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 66. Call Tracking Metrics Revenue Growth Rate in Contact Center Infrastructure Software Business (2017-2022) Figure 67. Bottom-up and Top-down Approaches for This Report Figure 68. Data Triangulation Figure 69. Key Executives Interviewed

Genesys 3CX Aircall Aspect NICE Cisco Five9 Google Dixa KOOKOO Amazon SAP Connect First 8x8 Call Tracking Metrics