HOME Top Market Reports Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization), by Vertical, by Region - Global Forecast to 2020

Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization), by Vertical, by Region - Global Forecast to 2020

By: marketsandmarkets.com
Publishing Date: November 2015
Report Code: TC 2662

 

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The report defines cloud-based contact center as a deployment model that allows businesses and organizations to host their contact centers in the third-party’s data center. The provider owns the call center technology and provides the services in a monthly subscription model. The report aims at estimating the market size and future growth potential of cloud-based contact center market across different segments such as components, solutions, services, deployment models, applications, verticals and regions. A dominant factor driving the growth of this market is the financial benefit of moving expenses from capital expenditure to operating expenditure, avoiding the high infrastructure costs. By deploying cloud-based contact centers, businesses can avoid upfront investments in infrastructure and vendor licenses and can opt for a payment model based on usage. Small and medium-sized enterprises are moving towards the adoption of cloud-based solutions.

The Global cloud-based contact center market size is estimated to grow from USD 4.68 Billion in 2015 to USD 14.71 Billion by 2020, at a Compound Annual Growth Rate (CAGR) of 25.7%.

The years considered for the study are:

  • Historical Year – 2013
  • Base Year – 2014
  • Estimated Year – 2015
  • Projected Year – 2020
  • Forecast Period – 2015 to 2020

For company profiles in the report, 2014 has been considered. Where information is unavailable for the base year, the prior year has been considered.

Research Methodology

This research study involves extensive usage of secondary sources, directories, and databases (such as Hoovers, Bloomberg, Businessweek, Factiva, and OneSource) to identify and collect information useful for this technical, market-oriented, and commercial aspects of fault current limiter. The below explain the research methodology.

  • The research methodology used to estimate and forecast the cloud-based contact center market begins with capturing data on key vendor revenues through secondary research.
  • The vendor offerings are also taken into consideration to determine the market segmentation.
  • The bottom-up procedure was employed to arrive at the overall market size of the global cloud-based contact center market from the revenue of the key players in the market.
  • This data triangulation and market breakdown procedures were employed to complete the overall market engineering process and arrive at the exact statistics for all segments and sub-segments.

After arriving at the overall market size, the total market was split into several segments and sub-segments which are then verified through primary research by conducting extensive interviews with key people such as CEOs, VPs, Directors and executives. 

The figure below shows the break-down of the primaries on the basis of company, designation, and region, conducted during the research study.

Cloud Based Contact Center Market

The cloud-based contact center ecosystem comprises of security solution vendors such as Oracle, Cisco, Genesys, 3CLogic, Interactive Intelligence, 8X8, Aspect Software, InContact, Connect First, Five9 and other key innovators such as Mitel and LiveOps.

Stakeholders:

  • Cloud solution providers
  • Software-as-a-service providers
  • Contact centers
  • Application service providers
  • System integrators
  • Government agencies
  • Investor and venture capitalists

Scope of the Report

The research report segments the cloud-based contact center market to following submarkets:

By Solution:

  • Automatic Call Distribution (ACD)
  • Agent Performance Optimization (APO)
  • Dialers
  • Interactive Voice Response (IVR)
  • Computer Telephony Integration (CTI)
  • Analytics and Reporting
  • Omni-Channel Solutions

By Service:

  • Professional Services
  • System Integrator
  • Managed Services

By Deployment type:

  • Public Cloud
  • Hybrid Cloud
  • Private Cloud

By Application:

  • Call Routing and Queuing
  • Data Integration and Recording
  • Chat Quality Monitoring
  • Real-Time Decision Making
  • Workforce Optimization

By Vertical:

  • BFSI
  • Consumer Goods & Retail
  • Government
  • Healthcare
  • Media & Entertainment
  • Travel & Hospitality
  • Telecommunications & IT
  • Transportation & Logistics
  • Others

By Region:

  • North America
  • Europe
  • Asia-Pacific
  • Middle East and Africa
  • Latin America

Available Customizations

With the given market data, MarketsandMarkets offers customizations as per the company’s specific needs. The following customization options are available for the report:

Product Analysis

  • Product matrix which gives a detailed comparison of product portfolio of each company

Geographic Analysis

  • Further breakdown of the North America cloud-based contact center market
  • Further breakdown of the Europe cloud-based contact center market
  • Further breakdown of the APAC cloud-based contact center market
  • Further breakdown of the MEA cloud-based contact center market
  • Further breakdown of the Latin America cloud-based contact center market

Company Information

  • Detailed analysis and profiling of additional market players

Table of Contents

1 Introduction (Page No. - 14)
    1.1 Objectives of the Study
    1.2 Market Definition
    1.3 Market Scope
           1.3.1 Markets Covered
           1.3.2 Years Considered for the Study
    1.4 Currency
    1.5 Limitations
    1.6 Stakeholders

2 Research Methodology (Page No. - 17)
    2.1 Research Data
           2.1.1 Secondary Data
                    2.1.1.1 Key Data From Secondary Sources
           2.1.2 Primary Data
                    2.1.2.1 Key Data From Primary Sources
                    2.1.2.2 Key Industry Insights
                    2.1.2.3 Breakdown of Primary Interviews
    2.2 Market Size Estimation
           2.2.1 Bottom-Up Approach
           2.2.2 Top-Down Approach
    2.3 Market Breakdown and Data Triangulation
    2.4 Research Assumptions

3 Executive Summary (Page No. - 25)

4 Premium Insights (Page No. - 29)
    4.1 Attractive Market Opportunities in the Cloud-Based Contact Center Market
    4.2 Market, By Type
    4.3 Cloud-Based Contact Center Global Market, By Verticals & Regions
    4.4 Lifecycle Analysis, By Region (2015)
    4.5 Best Market to Invest
    4.6 Region Wise Adoption Scenario

5 Cloud-Based Contact Center Market Overview (Page No. - 34)
    5.1 Introduction
    5.2 Market Evolution
    5.3 Market Segmentation
           5.3.1 By Solution
           5.3.2 By Service
           5.3.3 By Deployment Model
           5.3.4 By Application
           5.3.5 By Vertical
           5.3.6 By Region
    5.4 Market Dynamics
           5.4.1 Drivers
                    5.4.1.1 Minimal Capital Expenses
                    5.4.1.2 Enhanced Business Agility
                    5.4.1.3 Faster Deployment
                    5.4.1.4 Acceptance of Home-Based Work
           5.4.2 Restraints
                    5.4.2.1 High Initial Investment
                    5.4.2.2 Risk of Information Loss
           5.4.3 Opportunities
                    5.4.3.1 Move to Omni-Channel Experience
                    5.4.3.2 Improved Customer Experience
           5.4.4 Challenges
                    5.4.4.1 Security Issues
                    5.4.4.2 Maintaining Integration Levels
           5.4.5 Regulatory Implications
    5.5 Innovation Spotlight

6 Cloud-Based Contact Center Market Industry Trends (Page No. - 44)
    6.1 Introduction
    6.2 Value Chain Analysis
    6.3 Strategic Benchmarking
           6.3.1 Strategic Benchmarking: Product Development and Enhancement By Key Players From 2013 to 2015
           6.3.2 Strategic Benchmarking: Mergers, Acquisitions, and Strategic Agreements By Emerging/Innovative Vendors From 2013 to 2015
    6.4 Data Traffic Trends in Global Market
    6.5 Porter’s Five Forces Analysis
           6.5.1 Threat of New Entrants
           6.5.2 Threat of Substitutes
           6.5.3 Bargaining Power of Suppliers
           6.5.4 Bargaining Power of Buyers
           6.5.5 Intensity of Competitive Rivalry

7 Cloud-Based Contact Center Market Analysis, By Type (Page No. - 50)
    7.1 Introduction
    7.2 Market: By Solution
           7.2.1 Automatic Call Distribution (ACD)
           7.2.2 Agent Performance Optimization (APO)
           7.2.3 Dialers
           7.2.4 Interactive Voice Response (IVR)
           7.2.5 Computer Telephony Integration (CTI)
           7.2.6 Analytics and Reporting
           7.2.7 Omni-Channel Solutions
    7.3 Market: By Service
           7.3.1 Professional Services
           7.3.2 System Integrator
           7.3.3 Managed Services

8 Cloud-Based Contact Center Market Analysis,  By Deployment Model (Page No. - 60)
    8.1 Introduction
    8.2 Public Cloud
    8.3 Hybrid Cloud
    8.4 Private Cloud

9 Cloud-Based Contact Center Market Analysis,  By Application (Page No. - 65)
    9.1 Introduction
    9.2 Call Routing and Queuing
    9.3 Data Integration and Recording
    9.4 Chat Quality Monitoring
    9.5 Real-Time Decision Making
    9.6 Workforce Optimization

10 Cloud-Based Contact Center Market Analysis, By Vertical (Page No. - 70)
     10.1 Introduction
     10.2 BFSI
     10.3 Consumer Goods & Retail
     10.4 Government
     10.5 Healthcare
     10.6 Media & Entertainment
     10.7 Travel & Hospitality
     10.8 Telecommunications & IT
     10.9 Transportation & Logistics
     10.10 Others

11 Geographic Analysis (Page No. - 78)
     11.1 Introduction
     11.2 North America
     11.3 Europe
     11.4 Asia-Pacific (APAC)
     11.5 Middle East and Africa
     11.6 Latin America

12 Competitive Landscape (Page No. - 97)
     12.1 Overview
     12.2 Competitive Situation & Trends
             12.2.1 New Product Launches and Enhancements
             12.2.2 Partnerships and Collaborations
             12.2.3 Mergers and Acquisitions
             12.2.4 Integrations and Expansions
     12.3 End-User Analysis
             12.3.1 High Adoption Y Large Enterprises
             12.3.2 Demand for Cloud-Based Contact Center Across Verticals
                        12.3.2.1 BFSI
                        12.3.2.2 Telecommunication and IT
     12.4 Contact Center Data Traffic
     12.5 Product Portfolio Comparison

13 Company Profiles (Page No. - 108)
(Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
     13.2 Interactive Intelligence Group, Inc.
     13.3 Cisco Systems, Inc.
     13.4 Five9, Inc.
     13.5 Genesys Telecommunications Laboratories, Inc.
     13.6 Oracle Corporation
     13.7 8x8, Inc.
     13.8 Incontact, Inc.
     13.9 3clogic, Inc.
     13.10 Connect First, Inc.
     13.11 Aspect Software
     13.12 Key Innovators
             13.12.1 Mitel Networks Corporation
             13.12.2 Liveops Social

*Details on Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View Might Not Be Captured in Case of Unlisted Companies.

14 Appendix (Page No. - 142)
     14.1 Insights From Industry Experts
     14.2 Discussion Guide
     14.3 Introduction RT: Real-Time Market Intelligence
     14.4 Available Customizations
     14.5 Related Reports


List of Tables (70 Tables)

Table 1 Cloud Based Contact Center Market Size and Growth, 2013-2020 (USD Million, Y-O-Y %)
Table 2 Innovation Spotlight: Latest Technology Innovations
Table 3 Market Size, By Type, 2013-2020 (USD Million)
Table 4 Market Size, By Solution, 2013-2020 (USD Million)
Table 5 Automatic Call Distribution: Market Size, By Region, 2013-2020 (USD Million)
Table 6 Agent Performance Optimization: C Loud-Based Contact Center Market Size, By Region, 2013-2020 (USD Million)
Table 7 Dialers: Market Size, By Region, 2013-2020 (USD Million)
Table 8 Interactive Voice Response: Market Size, By Region, 2013-2020 (USD Million)
Table 9 Customer Telephony Integration Solutions: Market Size, By Region, 2013-2020 (USD Million)
Table 10 Analytics and Reporting: Market Size, By Region, 2013-2020 (USD Million)
Table 11 Omni-Channel Solutions: Market Size, By Region, 2013-2020 (USD Million)
Table 12 Cloud Based Contact Center Market, By Service, 2013-2020 (USD Million)
Table 13 Professional Services: Market Size, By Region, 2013-2020 (USD Million)
Table 14 System Integrator Services: Market Size, By Region, 2013-2020 (USD Million)
Table 15 Managed Services: Market Size,By Region, 2013-2020 (USD Million)
Table 16 Market Size, By Deployment Model, 2013-2020 (USD Million)
Table 17 Public Cloud: Market Size, By Region, 2013-2020 (USD Million)
Table 18 Hybrid Cloud: Market Size, By Region, 2013-2020 (USD Million)
Table 19 Private Cloud: Market Size, By Region, 2013-2020 (USD Million)
Table 20 Market Size, By Application, 2013-2020 (USD Million)
Table 21 Call Routing and Queuing: Market Size, By Region, 2013-2020 (USD Million)
Table 22 Data Integration and Recording: Market Size, By Region, 2013-2020 (USD Million)
Table 23 Chat Quality Monitoring: Market Size, By Region, 2013-2020 (USD Million)
Table 24 Real-Time Decision Making: Market Size, By Region, 2013-2020 (USD Million)
Table 25 Workforce Optimization: Market Size, By Region, 2013-2020 (USD Million)
Table 26 Cloud Based Contact Center Market Size, By Vertical, 2013-2020 (USD Million)
Table 27 BFSI: Market Size , By Region, 2013-2020 (USD Million)
Table 28 Consumer Goods & Retail: Market Size, By Region, 2013-2020 (USD Million)
Table 29 Government: Market Size By Region, 2013-2020 (USD Million)
Table 30 Healthcare: Market Size By Region, 2013-2020 (USD Million)
Table 31 Media & Entertainment: Market Size, By Region, 2013-2020 (USD Million)
Table 32 Travel & Hospitality: Market Size , By Region, 2013-2020 (USD Million)
Table 33 Telecommunications & IT: Market Size, By Region, 2013-2020 (USD Million)
Table 34 Transportation & Logistics: Market Size, By Region, 2013-2020 (USD Million)
Table 35 Others: Market Size, By Region, 2013-2020 (USD Million)
Table 36 Global Cloud Based Contact Center Market Size, 2013-2020 (USD Million)
Table 37 North America: Market Size, By Component, 2013-2015 (USD Million)
Table 38 North America: Market Size, By Solution, 2013-2020 (USD Million)
Table 39 North America: Market Size, By Service, 2013-2020 (USD Million)
Table 40 North America: Market Size, By Deployment Model, 2013-2020 (USD Million)
Table 41 North America: Market Size, By Application, 2013-2020 (USD Million)
Table 42 North America: Market Size, By Vertical, 2013–2020 (USD Million)
Table 43 Europe: Market Size, By Component, 2013-2020 (USD Million)
Table 44 Europe: Market Size, By Solution, 2013-2020 (USD Million)
Table 45 Europe: Market Size, By Service, 2013-2020 (USD Million)
Table 46 Europe: Market Size, By Deployment Model, 2013-2020 (USD Million)
Table 47 Europe: Market Size, By Application, 2013-2020 (USD Million)
Table 48 Europe: Market Size, By Vertical, 2013–2020 (USD Million)
Table 49 Asia-Pacific: Market Size, By Component, 2013-2020 (USD Million)
Table 50 Asia-Pacific: Market Size, By Solution, 2013-2020 (USD Million)
Table 51 Asia-Pacific: Market Size, By Service, 2013-2020 (USD Million)
Table 52 Asia-Pacific: Market Size, By Deployment Model, 2013-2020 (USD Million)
Table 53 Asia-Pacific: Market Size, By Application, 2013-2020 (USD Million)
Table 54 Asia-Pacific: Market Size, By Vertical, 2013–2020 (USD Million)
Table 55 Middle East and Africa: Market Size, By Component, 2013-2020 (USD Million)
Table 56 Middle East and Africa: Market Size, By Solution, 2013-2020 (USD Million)
Table 57 Middle East and Africa: Market Size, By Service, 2013-2020 (USD Million)
Table 58 Middle East and Africa: Market Size, By Deployment Model, 2013-2020 (USD Million)
Table 59 Middle East and Africa: Market Size, By Application, 2013-2020 (USD Million)
Table 60 Middle East and Africa: Market Size, By Vertical 2013-2020 (USD Million)
Table 61 Latin America: Market Size, By Component, 2013-2020 (USD Million)
Table 62 Latin America: Market Size, By Solution, 2013-2020 (USD Million)
Table 63 Latin America: Market Size, By Service, 2013-2020 (USD Million)
Table 64 Latin America: Market Size, By Deployment Model, 2013-2020 (USD Million)
Table 65 Latin America: Market Size, By Application, 2013-2020 (USD Million)
Table 66 Latin America: Market Size, By Vertical, 2013-2020 (USD Million)
Table 67 New Product Launches and Enhancements, 2011–2015
Table 68 Partnerships and Collaborations, 2011–2015
Table 69 Mergers and Acquisitions, 2011–2015
Table 70 Integrations and Expansions, 2011–2015


List of Figures (58 Figures)

Figure 1 Cloud Based Contact Center: Research Design
Figure 2 Breakdown of Primary Interviews: By Company Type, Designation, and Region
Figure 3 Market Size Estimation Methodology: Bottom-Up Approach
Figure 4 Market Size Estimation Methodology: Top-Down Approach
Figure 5 Data Triangulation
Figure 6 Services are Estimated to Grow at the Highest CAGR During the Forecast Period
Figure 7 Omni-Channel Solutions are Expected to Grow at the Highest CAGR During the Forecast Period
Figure 8 Managed Services Estimated to Grow at the Highest CAGR During the Forecast Period
Figure 9 Hybrid Cloud Deployment to Grow at the Highest CAGR During the Forecast Period
Figure 10 BFSI to Grow at the Highest CAGR From 2015 to 2020
Figure 11 North America is Estimated to Hold the Largest Share of the Cloud Based Contact Center Market in 2015
Figure 12 Demand for Better Customer Experience is Expected to Propel the Market During the Forecast Period
Figure 13 Services to Dominate the Component Segment of Market During the Forecast Period
Figure 14 BFSI Estimated to Dominate the Market in 2015
Figure 15 Latin America is Expected to Grow Rapidly in the Coming Years
Figure 16 Best Market to Invest, By Region
Figure 17 Regional On-Demand Adoption Scenario, 2015
Figure 18 Evolution of the Market
Figure 19 Cloud Based Contact Center Market, By Solution
Figure 20 Market By Service
Figure 21 Market By Deployment Model
Figure 22 Market By Application
Figure 23 Market By Vertical
Figure 24 Market By Region
Figure 25 Market: Drivers, Restraints, Opportunities, and Challenges
Figure 26 Value Chain
Figure 27 Strategic Benchmarking: Product Development and Product Enhancement By Top Vendors
Figure 28 Strategic Benchmarking: Mergers, Acquisitions, and Strategic Agreements
Figure 29 Porter’S Five Forces Analysis
Figure 30 Cloud Based Contact Center Market By Type: Services are Expected to Grow at A Higher Rate During the Forecast Period
Figure 31 Omni-Channel Solutions Solution is Expected to Have the Highest CAGR By 2020
Figure 32 Managed Services Segment is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 33 Hybrid Cloud is Expected to Have the Highest Adoption Rate During the Forecast Period
Figure 34 Hybrid Cloud is Projected to Grow at the Highest CAGR During the Forecast Period
Figure 35 Call Routing and Queuing is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 36 BFSI Vertical is Expected to Exhibit the Highest Growth Rate During the Forecast Period
Figure 37 Latin America is Projected to Exhibit the Highest Growth in the Market During the Forecast Period
Figure 38 Geographic Snapshot: North America Estimated to Account for the Largest Share in the Market During the Forecast Period
Figure 39 Latin America is the Fastest Growing Region in the Cloud Based Contact Center Market During the Forecast Period
Figure 40 North America Market Snapshot: Large Enterprises are Expected to Have the Largest Market Size in 2015
Figure 41 Asia-Pacific Market Snapshot: Asia-Pacific is Expected to Be One of the Fastest-Growing Regions in 2015
Figure 42 Companies Adopted New Product Launch & Enhancement as the Key Growth Strategy in the Past Three Years
Figure 43 Market Evaluation Framework
Figure 44 Battle for Market Share: Product Launch and Enhancement Was the Key Strategy
Figure 45 Contact Based Contact Center : Portfolio Comparison
Figure 46 Region-Wise Revenue Mix of the Top 5 Market Players
Figure 47 Interactive Intelligence Group, Inc.: Company Snapshot
Figure 48 Interactive Intellignece Group, Inc.: SWOT Analysis
Figure 49 Cisco Systems, Inc.: Company Snapshot
Figure 50 Cisco Systems: SWOT Analysis
Figure 51 Five9, Inc.: Company Snapshot
Figure 52 Five9, Inc.: SWOT Analysis
Figure 53 Genesys Telecommunication Laboratories, Inc.: SWOT Analysis
Figure 54 Oracle Corporation: Company Snapshot
Figure 55 Oracle Corpoation: SWOT Analysis
Figure 56 8X8, Inc.: Company Snapshot
Figure 57 Incontact,Inc.: Company Snapshot:
Figure 58 Mitel Networks Corporation: Company Snapshot

The cloud model has seen high demand and growth in the contact center market over the past few years. Cloud-based contact center can be defined as a deployment model that allows businesses to host their contact center in a remote, third-party data center.

A dominant factor driving the growth of this market is the financial benefit of moving expenses from capital expenditure to operating expenditure, avoiding costly infrastructure. By deploying cloud-based contact centers, businesses can avoid upfront investment in infrastructure and vendor licenses, and can opt for a payment model based on the usage. A cloud-based contact center is easy and fast to deploy as the services are offered over the internet. Cloud call centers also enjoy unlimited scalability and flexibility as compared to on-premise centers.

The report covers the cloud-based contact center market on the basis of solutions, services, deployment types, applications, verticals, and regions. Enhanced business agility and the growing acceptance of home-based work are driving the growth of this market. However, high initial investment incurred to migrate to cloud and the risk of losing information is still restraining the growth of this market.

The cloud-based contact center market has seen rapid adoption across various verticals, such as Banking, Financial Services, and Insurance (BFSI), IT and telecom, media and entertainment, and retail, which has led to rapid growth of the market, globally. The need for cloud-based solutions has a wide scope and finds acceptability across all verticals. Ease of deployment of cloud and low initial investments are the contributing factors for the growth of the market and are finding increased acceptance among the enterprises of all sizes.

Business leaders are turning to the cloud to achieve differentiation in customer service rather than immediate and long-term cost savings. Cloud tools such as automatic call distribution and dialers, agent performance optimization and interactive voice response allows contact center managers to get more out of their agents, while reducing the time that customers wait on the phone. And many contact centers are now using analytics and reporting to focus on call quality and make sure that customers receive optimal experience. Calls can be tracked and analyzed, and this is driving improved results.

The cloud-based contact center market is consolidated with key players such as Interactive Intelligence, Cisco Systems, Five9, Oracle Corporation, and Genesys Telecommunications. These players adopted various strategies of new product developments, partnerships, collaborations and business expansions to cater to the needs of the market. The market players have adopted new product launches and enhancements as a major strategy to expand their security portfolio, market shares, and customer base.
The cloud-based contact center market size is expected to grow from USD 4.68 Billion in 2015 to USD 14.71 Billion by 2020, at an estimated Compound Annual Growth Rate (CAGR) of 25.7% from 2015 to 2020.

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