HOME Top Market Reports Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021

Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021

By: marketsandmarkets.com
Publishing Date: November 2016
Report Code: TC 2662

 

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The cloud-based contact center market size is estimated to grow from USD 5.43 Billion in 2016 to USD 15.67 Billion by 2021, at an estimated Compound Annual Growth Rate (CAGR) of 23.6%.

The cloud-based contact center report aims at estimating the market size and future growth potential of the market across different segments, such as solution, service, application, organization size, deployment mode, organization, verticals, and regions. The primary objectives of report includes providing a detailed analysis of the major factors influencing the growth of this market (drivers, restraints, opportunities, industry specific challenges, and burning issues) and to analyze the opportunities in the market for stakeholders and details of a competitive landscape for market leaders.

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, such as Cloud Computing Association (CCA), The Computer Science and Engineering Association (CSEA), Asia Cloud Computing Association (ACCA), Information System Security Association (ISSA), Information Systems Audit and Control Association (ISACA), and many more. The vendor’s offerings are also taken into consideration to determine the market segmentation. The bottom-up procedure is employed to arrive at the overall market size of the global cloud-based contact center from the revenue of the key players in the market. After arriving at the overall market size, the total market is 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 data triangulation and market breakdown procedures are employed to complete the overall market engineering process and arrive at the exact statistics for all segments. The breakdown of profiles of primary is depicted in the below figure:

Cloud Based Contact Center Market

To know about the assumptions considered for the study, download the pdf brochure

The cloud-based contact center market comprises a number of intermediaries involved in the ecosystem of this market space. It starts with solution providers such as Five9, Inc., Interactive Intelligence Group, Inc., Cisco Systems, Inc., Oracle Corporation, and 8X8, Inc. There are also service providers such as Cisco Systems, Inc., Oracle Corporation, Aspect Software Parent Inc. and 8X8, Inc. Other stakeholders of the cloud-based contact center include cloud contact center vendors, cloud contact center service providers, application design and development service providers, system integrators, consultancy firms/advisory firms, and training and education service providers.

Target Audience

  • Cloud contact center vendors
  • Cloud contact center service providers
  • Application design and development service providers
  • System integrators
  • Consultancy firms/advisory firms
  • Training and education service providers
  • Data integration service providers
  • Professional service providers
  • Managed service providers

 “The research study answers several questions for the stakeholders, primarily which market segments to focus in during the next two to five years for prioritizing the efforts and investments”.

Scope of the Report

The research report categorizes the cloud-based contact center market to forecast the revenues and analyze the trends in each of the following sub-markets:

By Solution

  • Automatic Call Distribution (ACD)
  • Agent Performance Optimization (APO)
  • Dialers
  • Interactive Voice Response (IVR)
  • Computer Telephony Integration (CTI)
  • Reporting And Analytics
  • Others

By Service

  • Professional Services
  • Managed Services

By Application

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

By Organization Size

  • Small and Medium Enterprise (SME)
  • Large Enterprise

By Deployment Type

  • Public Cloud
  • Private Cloud
  • Hybrid and Community Cloud

By Vertical

  • BFSI
  • Consumer Goods and Retail
  • Government and Public Sector
  • Healthcare and Life Sciences
  • Manufacturing
  • Media and Entertainment
  • Telecommunication and ITES
  • Others

By Region

  • North America
  • Europe
  • Middle East and Africa (MEA)
  • Asia-Pacific (APAC)
  • 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 American cloud-based contact center market
  • Further breakdown of the European market
  • Further breakdown of the APAC market
  • Further breakdown of the MEA market
  • Further breakdown of the Latin American 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 in the Report
    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 Primaries
    2.2 Market Size Estimation
    2.3 Market Breakdown and Data Triangulation
    2.4 Research Assumptions
    2.5 Vendor Dive Matrix Methodology

3 Executive Summary (Page No. - 27)

4 Premium Insights (Page No. - 31)
    4.1 Attractive Market Opportunities in the Cloud-Based Contact Center Market
    4.2 Market Share of Top Three Service Types and Regions
    4.3 Lifecycle Analysis, By Region, 2016
    4.4 Market Investment Scenario
    4.5 Market By Vertical

5 Market Overview (Page No. - 35)
    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 Faster Deployment, Scalability, and Flexibility
                    5.4.1.2 Cloud Compliance Requirements
                    5.4.1.3 Acceptance of Home-Based Work
                    5.4.1.4 Improved Business Continuity
           5.4.2 Restraints
                    5.4.2.1 Risk of Information Loss
                    5.4.2.2 High Initial Investment
                    5.4.2.3 Premises-Based Contact Center Technology Cover Large Portion
           5.4.3 Opportunities
                    5.4.3.1 Improved Customer Experience
                    5.4.3.2 Move to Omni-Channel Experience
                    5.4.3.3 Many Enterprises Moving on Cloud Infrastructure
                    5.4.3.4 Increasing Number of Enterprises Harnessing the Benefits of Contact Center
           5.4.4 Challenges
                    5.4.4.1 Security Issues
                    5.4.4.2 Maintaining Integration Levels

6 Industry Trends (Page No. - 45)
    6.1 Introduction
    6.2 Value Chain Analysis
    6.3 Market Ecosystem
    6.4 Strategic Benchmarking

7 Cloud-Based Contact Center Market Analysis, By Solution (Page No. - 48)
    7.1 Introduction
    7.2 Automatic Call Distribution (ACD)
    7.3 Agent Performance Optimization (APO)
    7.4 Dialers
    7.5 Interactive Voice Response (IVR)
    7.6 Computer Telephony Integration (CTI)
    7.7 Reporting and Analytics
    7.8 Others

8 Cloud-Based Contact Center Market Analysis, By Service Type (Page No. - 56)
    8.1 Introduction
    8.2 Professional Services
    8.3 Managed Services

9 Cloud-Based Contact Center Market Analysis, By Application (Page No. - 60)
    9.1 Introduction
    9.2 Call Routing and Queuing
    9.3 Data Integration and Recording
    9.4 Chat Quality and Monitoring
    9.5 Real-Time Decision Making
    9.6 Workforce Optimization

10 Cloud-Based Contact Center Market Analysis, By Deployment Model (Page No. - 66)
     10.1 Introduction
     10.2 Public Cloud
     10.3 Private Cloud
     10.4 Hybrid and Community Cloud

11 Cloud-Based Contact Center Market Analysis, By Organization Size (Page No. - 71)
     11.1 Introduction
     11.2 Small and Medium Enterprises (SmeS)
     11.3 Large Enterprises

12 Cloud-Based Contact Center Market Analysis, By Vertical (Page No. - 75)
     12.1 Introduction
     12.2 Banking, Financial Services, and Insurance (BFSI)
     12.3 Consumer Goods and Retail
     12.4 Government and Public Sector
     12.5 Healthcare and Life Sciences
     12.6 Media and Entertainment
     12.7 Manufacturing
     12.8 Telecommunication and Ites
     12.9 Others

13 Geographic Analysis (Page No. - 83)
     13.1 Introduction
     13.2 North America
     13.3 Europe
     13.4 Asia-Pacific
     13.5 Middle East and Africa (MEA)
     13.6 Latin America

14 Competitive Landscape (Page No. - 101)
     14.1 Overview
     14.2 Competitive Situation and Trends
             14.2.1 Partnerships, Agreements, and Collaborations
             14.2.2 New Product Launches
             14.2.3 Business Expansions
             14.2.4 Mergers and Acquisitions
     14.3 Cloud-Based Contact Center Market: MnM Dive – Vendor Comparison

15 Company Profile (Page No. - 110)
(Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
     15.1 Introduction
     15.2 8x8, Inc.
     15.3 Five9, Inc.
     15.4 Cisco Systems, Inc.
     15.5 Genesys Telecommunications Laboratories, Inc.
     15.6 Oracle Corporation
     15.7 Nice-Systems Ltd.
     15.8 Newvoicemedia
     15.9 3clogic
     15.10 Connect First, Inc.
     15.11 Aspect Software Parent Inc.
*Details on Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View Might Not Be Captured in Case of Unlisted Companies.
     15.12 Other Major Vendors
             15.12.1 Incontact, Inc.
             15.12.2 Interactive Intelligence Group, Inc.
             15.12.3 Broadsoft, Inc.
             15.12.4 West Corporation
             15.12.5 Liveops Cloud
             15.12.6 Mitel Networks Corporation
             15.12.7 Ozonetel Systems Pvt. Ltd
             15.12.8 Evolve IP, LLC.

16 Appendix (Page No. - 144)
     16.1 Key Industry Insights
     16.2 Discussion Guide
     16.3 Knowledge Store: Marketsandmarkets’ Subscription Portal
     16.4 Introducing RT: Real-Time Market Intelligence
     16.5 Available Customizations
     16.6 Related Reports
     16.7 Author Details


List of Tables (69 Tables)

Table 1 Market Size and Growth Rate, 2014–2021 (USD Million, Yoy)
Table 2 Market Size, By Solution, 2014-2021 (USD Million)
Table 3 Automatic Call Distribution: Market Size, By Region, 2014-2021 (USD Million)
Table 4 Agent Performance Optimization: Market Size, By Region, 2014-2021 (USD Million)
Table 5 Dialers: Market Size, By Region, 2014-2021 (USD Million)
Table 6 Interactive Voice Response: Market Size, By Region, 2014-2021 (USD Million)
Table 7 Computer Telephony Integration: Market Size, By Region, 2014-2021 (USD Million)
Table 8 Reporting and Analytics: Market Size, By Region, 2014-2021 (USD Million)
Table 9 Other Solutions: Market Size, By Region, 2014-2021 (USD Million)
Table 10 Cloud-Based Contact Center Market Size, By Service Type, 2014-2021 (USD Million)
Table 11 Professional Services: Market Size, By Region, 2014-2021 (USD Million)
Table 12 Managed Services: Market Size, By Region, 2014-2021 (USD Million)
Table 13 Cloud-Based Contact Center Market Size, By Application, 2014-2021 (USD Million)
Table 14 Call Routing and Queuing: Market Size, By Region, 2014-2021 (USD Million)
Table 15 Data Integration and Recording: Market Size, By Region, 2014-2021 (USD Million)
Table 16 Chat Quality and Monitoring: Market Size, By Region, 2014-2021 (USD Million)
Table 17 Real-Time Decision Making: Market Size, By Region, 2014-2021 (USD Million)
Table 18 Workforce Optimization: Market Size, By Region, 2014-2021 (USD Million)
Table 19 Cloud-Based Contact Center Market Size, By Deployment Model, 2014-2021 (USD Million)
Table 20 Public Cloud: Market Size, By Region, 2014-2021 (USD Million)
Table 21 Private Cloud: Market Size, By Region, 2014-2021 (USD Million)
Table 22 Hybrid and Community Cloud: Market Size, By Region, 2014-2021 (USD Million)
Table 23 Cloud-Based Contact Center Market Size, By Organization Size, 2014-2021 (USD Million)
Table 24 Small and Medium Enterprises: Market Size, By Region, 2014-2021 (USD Million)
Table 25 Large Enterprises: Market Size, By Region, 2014-2021 (USD Million)
Table 26 Cloud-Based Contact Center Market Size, By Vertical, 2014-2021 (USD Million)
Table 27 Banking, Financial Services, and Insurance: Market Size, By Region, 2014-2021 (USD Million)
Table 28 Consumer Goods and Retail: Market Size, By Region, 2014-2021 (USD Million)
Table 29 Government and Public Sector: Market Size, By Region, 2014-2021 (USD Million)
Table 30 Healthcare and Life Sciences: Market Size, By Region, 2014-2021 (USD Million)
Table 31 Media and Entertainment: Market Size, By Region, 2014-2021 (USD Million)
Table 32 Manufacturing: Market Size, By Region, 2014-2021 (USD Million)
Table 33 Telecommunication and Ites: Market Size, By Region, 2014-2021 (USD Million)
Table 34 Others: Market Size, By Region, 2014-2021 (USD Million)
Table 35 Cloud-Based Contact Center Market Size, By Region, 2014-2021 (USD Million)
Table 36 North America: Market Size, By Vertical, 2014-2021 (USD Million)
Table 37 North America: Market Size, By Solution, 2014-2021 (USD Million)
Table 38 North America: Market Size, By Service Type, 2014-2021 (USD Million)
Table 39 North America: Market Size, By Application, 2014-2021 (USD Million)
Table 40 North America: Market Size, By Deployment Model 2014-2021 (USD Million)
Table 41 North America: Market Size, By Organization Size, 2014-2021 (USD Million)
Table 42 Europe: Cloud-Based Contact Center Market Size, By Vertical, 2014-2021 (USD Million)
Table 43 Europe: Market Size, By Solution, 2014-2021 (USD Million)
Table 44 Europe: Market Size, By Service Type, 2014-2021 (USD Million)
Table 45 Europe: Market Size, By Application, 2014-2021 (USD Million)
Table 46 Europe: Market Size, By Deployment Model, 2014-2021 (USD Million)
Table 47 Europe: Market Size, By Organization Size, 2014-2021 (USD Million)
Table 48 Asia-Pacific: Market Size, By Vertical, 2014-2021 (USD Million)
Table 49 Asia-Pacific: Market Size, By Solution, 2014-2021 (USD Million)
Table 50 Asia-Pacific: Market Size, By Service Type, 2014-2021 (USD Million)
Table 51 Asia-Pacific: Market Size, By Application, 2014-2021 (USD Million)
Table 52 Asia-Pacific: Market Size, By Deployment Model, 2014-2021 (USD Million)
Table 53 Asia-Pacific: Market Size, By Organization Size, 2014-2021 (USD Million)
Table 54 Middle East and Africa: Market Size, By Vertical, 2014-2021 (USD Million)
Table 55 Middle East and Africa: Market Size, By Solution, 2014-2021 (USD Million)
Table 56 Middle East and Africa: Market Size, By Service Type, 2014-2021 (USD Million)
Table 57 Middle East and Africa: Market Size, By Application, 2014-2021 (USD Million)
Table 58 Middle East and Africa: Market Size, By Deployment Model, 2014-2021 (USD Million)
Table 59 Middle East and Africa: Market Size, By Organization Size, 2014-2021 (USD Million)
Table 60 Latin America: Cloud-Based Contact Center Market Size, By Vertical, 2014-2021 (USD Million)
Table 61 Latin America: Market Size, By Solution, 2014-2021 (USD Million)
Table 62 Latin America: Market Size, By Service Type, 2014-2021 (USD Million)
Table 63 Latin America: Market Size, By Application, 2014-2021 (USD Million)
Table 64 Latin America: Market Size, By Deployment Model, 2014-2021 (USD Million)
Table 65 Latin America: Market Size, By Organization Size, 2014-2021 (USD Million)
Table 66 Partnerships, Agreements, and Collaborations, 2015 - 2016
Table 67 New Product Launches, 2015–2016
Table 68 Business Expansions, 2015–2016
Table 69 Mergers and Acquisitions, 2013–2016


List of Figures (54 Figures)

Figure 1 Global Cloud-Based Contact Center Market: Market Segmentation
Figure 2 Market Research Design
Figure 3 Breakdown of Primary Interview: By Company, Designation, and Region
Figure 4 Market Size Estimation Methodology: Bottom-Up Approach
Figure 5 Market Size Estimation Methodology: Top-Down Approach
Figure 6 Data Triangulation
Figure 7 Global Cloud-Based Contact Center Market: Assumptions
Figure 8 Vendor Dive Matrix: Criteria Weightage
Figure 9 Market, By Deployment Model (2016 vs 2021)
Figure 10 Market, By Organization Size (2016 vs 2021)
Figure 11 North America is Estimated to Hold the Largest Market Share in 2016
Figure 12 Top Three Segments for the Cloud-Based Contact Center Market, 2016–2021
Figure 13 Growth Trend of Cloud-Based Contact Center Market (2016–2021)
Figure 14 Banking, Financial Services, and Insurance Vertical and North America Region are Expected to Have the Largest Market Share in 2016
Figure 15 Regional Lifecycle Analysis (2016): Asia-Pacific is Expected to Be the Fastest Growing Region During the Period 2016–2021
Figure 16 Market Investment Scenario: Asia-Pacific Would Emerge as the Best Market for Investment in the Next Five Years
Figure 17 Healthcare and Life Sciences Vertical is Estimated to Hold the Largest Market Size During the Forecast Period
Figure 18 Evolution of Cloud-Based Contact Center Market
Figure 19 Market By Solution
Figure 20 Market By Service Type
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 Market: Value Chain Analysis
Figure 27 Cloud-Based Contact Center Ecosystem
Figure 28 Market: Strategic Benchmarking
Figure 29 Computer Telephony Integration Solution is Estimated to Have the Largest Market Size in 2016
Figure 30 Professional Service Type is Estimated to Have the Largest Market Size in 2016
Figure 31 Call Routing and Queuing Segment is Estimated to Hold the Largest Market Size in 2016
Figure 32 Public Cloud Model is Estimated to Hold the Largest Market Size in 2016
Figure 33 Large Enterprises Segment is Estimated to Hold the Largest Market Size in 2016
Figure 34 Banking, Financial Services, and Insurance Vertical Expected to Hold the Largest Market Size in Market in 2016
Figure 35 North America is Expected to Have the Largest Market Size in 2016
Figure 36 North America Market Snapshot
Figure 37 Asia-Pacific Market Snapshot
Figure 38 Companies Adopted New Product Launches, Partnership, Agreement, and Collaboration as the Key Growth Strategy During the Period 2014-2021
Figure 39 Product Portfolio Comparison of the Top Five Companies
Figure 40 Market Evaluation Framework
Figure 41 Battle for Market Share: New Product Launches Was the Key Strategy
Figure 42 Product Offerings Comparison
Figure 43 Business Strategy Comparison
Figure 44 Geographic Revenue Mix of Top Market Players
Figure 45 8x8, Inc.: Company Snapshot
Figure 46 8x8, Inc.: SWOT Analysis
Figure 47 Five9, Inc.: Company Snapshot
Figure 48 Company Name: SWOT Analysis
Figure 49 Cisco Systems, Inc.: Company Snapshot
Figure 50 Cisco Systems, Inc.: SWOT Analysis
Figure 51 Company Name: SWOT Analysis
Figure 52 Oracle Corporation: Company Snapshot
Figure 53 Oracle Corporation: SWOT Analysis
Figure 54 Nice-Systems Ltd.: Company Snapshot

The cloud-based contact center market is expected to grow from USD 5.43 Billion in 2016 to USD 15.67 Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 23.6% during the forecast period. The major drivers of this market include need for disaster recovery, faster deployment and flexibility of cloud solution, and need for compliance management.

The cloud-based contact center market report has been broadly classified into solutions and services. The dialer solution is expected to grow at the highest CAGR during the forecast period, followed by reporting and analytics. Reporting and analysis is an important part of customer management. Call center analytics and reporting solutions keep track of contact center operations and agent performance. This solution is flexible and easy to use and enables organizations to track real-time management metrics with customizable dashboards so they can make smart business decisions. Dialers, on the other hand, provide automatic dialing the call when agent is ready, along with external table dialing and dynamic filtering. These benefits have given rise to the demand for dialers.

Among services, managed services segment is expected to dominate the cloud-based contact center market. Managed services enable organizations to outsource its entire or a part of the IT infrastructure and operations to focus on their key business goals. Outsourcing helps contact center-based companies to reduce the cost incurred on network and IT spending by eliminating Capital Expenditure (CAPEX) and Operational Expenditure (OPEX). This increases its demand in the market, accelerating its growth.

Chat quality and monitoring application is expected to grow at the highest CAGR during the forecast period. To better understand the customer need and enhance customer service, cloud-based contact center organizations need to monitor the chat quality. It also allows supervisors to silently monitor live calls for a selected agent or randomly monitor calls for campaigns that the supervisor manages.

North America is expected to hold the largest market share in 2016, whereas Asia-Pacific (APAC) region is expected to grow at the highest CAGR from 2016 to 2021 in the cloud-based contact center market. Growth in on-line tourism, e-commerce, and insurance is the major factor for the growth of contact centers in APAC.

Cloud Based Contact Center Market

Need for disaster recovery, faster deployment and flexibility of cloud solution, and need for compliance management are the driving factors in the market. Risk of information loss, high initial investment, and security concerns are some of the major restraints and challenges in the market. The key vendors in this market are 8X8, Inc., Cisco Systems, and FIVE9, Inc. These players have adopted various strategies, such as new product developments, acquisitions, and partnerships, to serve the cloud-based contact center market.

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