Cloud-based Contact Center Market

Cloud-based Contact Center Market by Offering (Software by Engagement Type and Services), Communication Channel (Voice, Digital, and Self-service), Application (Marketing Automation, Helpdesk Management), Vertical and Region - Global Forecast to 2029

Report Code: TC 2662 May, 2024, by marketsandmarkets.com

[359 Pages Report] The cloud-based contact center market is projected to grow from USD 26.2 billion in 2024 to USD 86.4 billion by 2029, at a compound annual growth rate (CAGR) of 26.9% during the forecast period. Due to various business drivers, the cloud-based contact center market is expected to grow significantly during the forecast period. The market is experiencing significant growth due to the growing impact of social media on contact center operations. Continuous transition to cloud-based contact centers, and rising adoption of advanced contact center technologies is also responsible for driving the market’s growth.

Cloud-based Contact Center Market

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Cloud-based Contact Center Market Opportunities

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Market Dynamics

Driver: Continuous transition to cloud-based contact centers

Many contact centers are transitioning from on-premises settings to cloud-based environments. This is because cloud-based contact center solutions allow businesses to lower deployment time, offer flexibility, and permit their employees to work from anywhere. Using cloud-based contact centers provides comprehensive solutions at reasonable prices despite the amount of data and digital interactions. As a result, they are becoming increasingly popular among contact centers. These solutions also assist organizations in achieving greater flexibility and scalability, which are critical for business agility and growth. Scalability enables businesses to increase or decrease IT resources as needed to operate contact centers at different traffic volumes. The cloud model allows companies to make faster, cost-effective decisions on capacity depending on business needs. This also allows for a quick response to growth or crisis, enabling companies to take advantage of new opportunities and react to market fluctuations without overspending on IT infrastructure.

Restraints: Impact of IVR fraud and cyberattacks on business operations

As more contact centers adopt self-service channels, IVRs, and webchats to minimize the call volumes at the agents’ end, fraud attacks and associated losses are on the rise, especially after a surge in the number of calls due to the outbreak of COVID-19. Many fraudsters have developed certain algorithms to autodial IVRs, bypass PIN securities, and crack the last digits of Social Security Numbers and CVVs of credit and debit cards to perform account takeovers and extract money from people’s bank accounts, despite the absence of a payment IVR in place. Furthermore, cyberattacks for stealing potential customer information from other online contact channels, such as the web, social media, and SMS, have also increased. Recently, the SANS Institute released a new cloud security report based on a survey of several hundred companies across the US, Asia, Europe, and Canada. According to the survey, 19% of respondents suffered from cloud cyberattacks and are concerned about storing information in the cloud. Contact centers are a rich source of critical customer information, as they continuously interact with customers and process large volumes of information, attracting cybercriminals to target these contact centers. The growing number of security challenges force contact centers to stick to the traditional methods of customer interactions, thereby affecting the adoption of new contact center methods or technologies. This, in turn, maximizes the unattended call and call-waiting-in-queue rates and consequently decreases the customer satisfaction scores and brand value.

Opportunity: Implementation of generative AI, analytics, and NLP capabilities to add value to existing cloud-based contact centers

Implementing generative AI, analytics, and NLP capabilities presents a significant opportunity for adopting cloud-based contact center solutions. Generative AI, a branch of artificial intelligence focused on creating new content, enables contact centers to generate personalized responses to customer queries in real-time. This capability empowers organizations to deliver more engaging and relevant interactions tailored to individual customer preferences and needs. Analytics plays a crucial role in optimizing contact center performance and customer experiences. Analytics tools can provide valuable insights into customer behavior, preferences, and trends by harnessing data from customer interactions, feedback, and other sources. Contact centers can use this information to identify patterns, anticipate customer needs, and tailor their services accordingly. NLP capabilities enable contact centers to understand and interpret human language, facilitating more natural and effective communication between customers and agents. With NLP-powered chatbots and virtual assistants, contact centers can automate routine inquiries, provide instant responses, and offer self-service options, reducing reliance on human agents for basic queries. According to industry research, adopting cloud-based contact center solutions is on the rise, driven by scalability, flexibility, and cost-effectiveness. By integrating generative AI, analytics, and NLP capabilities into these solutions, vendors can offer enhanced value propositions to customers, addressing their evolving needs and expectations. For example, a recent survey found that 72% of businesses believe AI-driven contact center solutions will be the future of customer service, highlighting the growing demand for intelligent and automated support capabilities. The growth trajectory presents ample opportunities for vendors to innovate and differentiate their offerings by integrating advanced technologies such as generative AI, analytics, and NLP.

Challenge:Challenges impeding migration of contact centers to cloud-based environments

The migration of contact centers to cloud-based environments presents numerous challenges that act as significant barriers to adoption, impacting the pace and extent of implementation in the market. One primary challenge is the complexity of transitioning legacy systems to cloud-based architectures. Many contact centers still rely on on-premises infrastructure, which may entail substantial reconfiguration and integration efforts to ensure compatibility with cloud platforms. According to a report by Genesys, a leading cloud-based contact center solution provider, 63% of contact centers cite integration challenges as a top barrier to adopting cloud technology. Security concerns also pose a significant impediment to migration. Contact centers handle sensitive customer data, making data security and privacy paramount concerns. While cloud providers implement robust security measures, including encryption and access controls, apprehensions about data breaches and compliance remain prevalent. A survey conducted by Cisco Systems revealed that 58% of contact center professionals cite security concerns as a key barrier to adopting cloud-based solutions. Furthermore, the cost of migration and ongoing operational expenses can deter organizations from embracing cloud-based contact center solutions. While cloud deployments offer potential cost savings through pay-as-you-go pricing models and reduced infrastructure maintenance, the initial investment in migrating systems and training staff can be substantial. Another challenge is ensuring seamless connectivity and uptime.

Cloud-based Contact Center Market Ecosystem

Top Companies in Cloud-based Contact Center Market

By professional services, the Support & Maintenance segment registered the highest CAGR during the forecast period.

Support and maintenance services are essential for sustaining optimal performance and reliability of cloud-based contact center environments. Dedicated support teams provide round-the-clock assistance, monitoring, and troubleshooting to address technical issues and minimize downtime. As businesses increasingly rely on contact centers as a critical component of customer engagement, ensuring uninterrupted service delivery becomes paramount, driving the demand for ongoing maintenance. Additionally, the complexity of contact center solutions, which often integrate various communication channels and technologies, requires specialized expertise for troubleshooting and optimization.

By communication channel, voice segment to register the largest market size during the forecast period.

The market for voice segment within the cloud-based contact center sector is experiencing significant growth driven by several key factors. Businesses across various industries are increasingly recognizing the significance of personalized and efficient customer interactions, with voice communication remaining a cornerstone of such engagement. Cloud-based contact centers offer advanced features like IVR systems, automatic call distribution, and real-time analytics, empowering organizations to deliver seamless and responsive customer service experiences. Moreover, the integration of AI and machine learning technologies within cloud-based platforms enhances the efficiency of voice interactions through functionalities like speech recognition, sentiment analysis, and predictive analytics, driving further market growth.

By vertical, Healthcare & Life Sciences segment to register the highest CAGR during the forecast period.

The expansion of the cloud-based contact center market within the healthcare and life sciences sectors is primarily fueled by several key factors. The increasing demand for enhanced patient experiences drives healthcare providers to adopt more efficient communication solutions. Cloud-based contact centers offer flexibility, scalability, and advanced features such as omnichannel communication and AI-powered analytics, catering to evolving patient needs. Moreover, stringent regulatory requirements in the healthcare industry necessitate secure and compliant communication channels, which cloud solutions can readily provide.

By region, North America to witness the largest & fastest market size during the forecast period.

The cloud-based contact center market in North America is experiencing significant growth, driven by several key factors. The increasing demand for flexible and scalable customer service solutions is propelling businesses to adopt cloud-based contact center services, allowing them to efficiently manage fluctuating call volumes and adapt to evolving customer needs. Additionally, the shift towards remote work due to the pandemic has accelerated the adoption of cloud solutions, enabling agents to work from anywhere while maintaining seamless customer interactions. Moreover, the advanced features offered by cloud-based contact centers, such as artificial intelligence-powered analytics and omnichannel support, are enhancing customer engagement and driving operational efficiency for businesses.

North American Cloud-based Contact Center Market Size, and Share

Key Market Players

The cloud-based contact center solution and service providers have implemented various types of organic and inorganic growth strategies, such as product upgrades, new product launches, partnerships, and agreements, business expansions, and mergers and acquisitions to strengthen their offerings in the market. Some major players in the cloud-based contact center market include NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), Talkdesk (US), Cisco (US), Avaya (US), Zoho (India), 8x8 (US), Verizon (US), Alvaria (US), Amelia (US), Twilio (US), CloudWave (Australia), Content Guru (UK), RingCentral (US), 3CLogic (US), Enghouse Interactive (US), Vocalcom (France), Evolve IP (US), Sprinklr (US), Mitel (Canada), BT Group (UK), Pypestream (US), TechSee (Israel), Aircall (France), Sentient Machines (UK), Nubitel (Singapore), JustCall (US), Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).

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Scope of the Report

Report Metrics

Details

Market size available for years

2019–2029

Base year considered

2023

Forecast period

2024–2029

Forecast units

USD (Billion)

Segments Covered

Offering, Application, Communication Channel, Vertical, and Region

Geographies covered

North America, Asia Pacific, Europe, Middle East & Africa, and Latin America

Companies covered

NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), Talkdesk (US), Cisco (US), Avaya (US), Zoho (India), 8x8 (US), Verizon (US), Alvaria (US), Amelia (US), Twilio (US), CloudWave (Australia), Content Guru (UK), RingCentral (US), 3CLogic (US), Enghouse Interactive (US), Vocalcom (France), Evolve IP (US), Sprinklr (US), Mitel (Canada), BT Group (UK), Pypestream (US), TechSee (Israel), Aircall (France), Sentient Machines (UK), Nubitel (Singapore), JustCall (US), Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).

This research report categorizes the cloud-based contact center market based on offering, deployment mode, communication channel, application, vertical, and region.

By Offering:
  • Software
    • Software, By Type
      • Omnichannel Routing
        • IVR
        • ACD (Automatic Call Distribution)
        • Voice Call Reporting
        • Dialers
      • Workforce Engagement Management
        • Workforce Optimization
        • Training and Coaching
        • Forecasting and Scheduling
        • Knowledge Management
        • Resource Management
      • Reporting & Analytics
        • Real-time Speech & Text Analytics 
        • Historic Reporting Tools
        • Performance Analytics & Reporting Software
        • Ad Hoc Query & Analysis Tools
      • Customer Engagement Management
        • Multichannel Communication Platform
        • CRM Integration Tools
        • Customer Feedback & Satisfaction Monitoring Tools
    • Software By Engagement Type
      • Inbound
      • Outbound
      • Blended
    • Software By Deployment Mode
      • Public
      • Private
      • Hybrid
  • Services
    • Professional Services
      • Consulting & Advisory
      • Integration & Deployment
      • Support & Maintenance
      • Training & Education
    • Managed Services
By Communication Channel:
  • Voice
    • Phone
    • VOIP
    • Virtual Phone System
  • Digital
    • Email
    • Live Chat
    • SMS
    • Social Media
    • Instant Messaging Services
    • Video Chat
    • Web Forms
  • Self-Service
    • IVR
    • Chatbot
    • Virtual Assistant
By Application:
  • Marketing Automation
  • Social Media Management
  • Helpdesk Management
  • Business Intelligence
  • Collaboration & Productivity
  • Customer Relationship Management (CRM)
  • Other Applications
By Vertical:
  • BFSI
    • Loan and Mortgage Application Processing
    • Investment advisory services
    • Insurance claims processing
    • Fraud detection and prevention
    • Others
  • Retail & Consumer Goods
    • Order management and tracking
    • Returns and Exchanges Processing
    • Product inquiries and recommendations
    • E-commerce customer support
    • Others
  • Telecommunications
    • Service activation and troubleshooting
    • Technical support services
    • Billing inquiries & payments
    • Plan Upgrades & Changes
    • Others
  • Travel & Hospitality
    • Reservation and Booking Assistance
    • Travel itinerary changes
    • Flight or Hotel Status Updates
    • Loyalty Program Inquiries & Rewards Redemption
    • Others
  • Healthcare & Life Sciences
    • Appointment Scheduling and Reminders
    • Telemedicine & Remote Patient Monitoring
    • Patient Inquiries & Support
    • Health Insurance Inquiries & Claims Processing
    • Others
  • Transportation & Logistics
    • Delivery Scheduling & Rerouting
    • Freight Rate Quotes & Booking
    • Shipment Tracking & Status Updates 
    • Customs Clearance Assistance
    • Others
  • IT & ITeS
    • Software Licensing Inquiries And Renewals
    • Developer Support and API Documentation
    • IT Infrastructure Monitoring and Management
    • Cloud Service Provisioning and Support
    • Others
  • Government & Public Sector
    • Citizen Inquiries & Support Services
    • Emergency Response & Disaster Management Support
    • Benefit Enrollment and Eligibility Verification
    • Permit and License Application Processing
    • Others
  • Media & Entertainment
    • Audience Engagement and Support
    • Content Distribution and Subscription Management
    • Event Management and Ticketing
    • Content Moderation and Community Management
    • Others
  • Other Verticals (Energy & Utilities, Education, and Manufacturing)
By Region:
  • North America
    • US
    • Canada
  • Europe
    • UK
    • Germany
    • France
    • Italy
    • Spain
    • Rest of Europe
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Australia and New Zealand (ANZ)
    • ASEAN Countries
    • Rest of Asia Pacific
  • Middle East & Africa
    • UAE
    • Saudi Arabia
    • South Africa
    • Qatar
    • Egypt
    • Rest of the Middle East & Africa
  • Latin America
    • Brazil
    • Mexico
    • Argentina
    • Rest of Latin America

Recent Developments:

  • In March 2024, Vonage announced the addition of Vonage Enhanced Noise Cancellation to the Vonage Contact Center (VCC). This noise and echo cancellation feature uses machine learning to eliminate disruptive background noises and voices, boosting agent productivity, reducing average handle time, and improving the overall customer experience.
  • In March 2024, Five9 announced GenAI Studio, an industry-first solution that allows organizations to customize general-purpose, off-the-shelf generative AI models, such as OpenAI, for the contact center with just a few clicks.
  • In December 2023, NICE announced the launch of the 2023 CXone Fall Release, expanding AI and automation and increasing openness across the CXone platform. CXone is the industry’s leading interaction-centric platform, enabling organizations to effectively manage all interactions—attended and unattended. As organizations look to infuse AI and automation throughout their CX operations, this release further enhances NICE’s leadership gap with unique capabilities that allow organizations to succeed and compete in the digital era.
  • In June 2023, Genesys collaborated with Lighthouse Works, which has resulted in significant career opportunities for the Blind or Visually Impaired (BI). According to Lighthouse Works, using the Genesys Cloud CX platform integrated with its proprietary API, Lighthouse Works created more than 25% of new blind jobs in the US last year.
  • In December 2022, AWS partnered with Stability AI to build and grow its AI models for creating pictures, language, audio, video, and 3D content. Stability AI accelerated its work on open-source generative AI models by utilizing Amazon SageMaker (AWS’s end-to-end machine learning service) and AWS’s computer and storage infrastructure. Stability AI will work with Amazon to make its open-source tools and models accessible to startups, academics, and businesses worldwide.

Frequently Asked Questions (FAQ):

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TABLE OF CONTENTS
 
1 INTRODUCTION (Page No. - 34)
    1.1 STUDY OBJECTIVES 
    1.2 MARKET DEFINITION 
           1.2.1 INCLUSIONS AND EXCLUSIONS
    1.3 MARKET SCOPE 
           1.3.1 MARKET SEGMENTATION
                    FIGURE 1 CLOUD-BASED CONTACT CENTER MARKET SEGMENTATION
                    TABLE 1 MARKET: DETAILED SEGMENTATION
           1.3.2 REGIONS COVERED
                    FIGURE 2 REGIONAL SEGMENTATION
           1.3.3 YEARS CONSIDERED
    1.4 CURRENCY CONSIDERED 
           TABLE 2 USD EXCHANGE RATES, 2019–2023
    1.5 STAKEHOLDERS 
    1.6 SUMMARY OF CHANGES 
           1.6.1 RECESSION IMPACT
 
2 RESEARCH METHODOLOGY (Page No. - 42)
    2.1 RESEARCH DATA 
           FIGURE 3 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN
           2.1.1 SECONDARY DATA
           2.1.2 PRIMARY DATA
                    TABLE 3 PRIMARY INTERVIEWS
                    2.1.2.1 Breakup of primary profiles
                    2.1.2.2 Key industry insights
    2.2 DATA TRIANGULATION 
           FIGURE 4 DATA TRIANGULATION
    2.3 MARKET SIZE ESTIMATION 
           FIGURE 5 MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
           2.3.1 TOP-DOWN APPROACH
           2.3.2 BOTTOM-UP APPROACH
                    FIGURE 6 APPROACH 1, BOTTOM-UP (SUPPLY-SIDE): REVENUE FROM SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
                    FIGURE 7 APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
                    FIGURE 8 APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF MARKET
                    FIGURE 9 APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CLOUD-BASED CONTACT CENTER THROUGH OVERALL DIGITAL SOLUTIONS SPENDING
    2.4 MARKET FORECAST 
           TABLE 4 FACTOR ANALYSIS
    2.5 RESEARCH ASSUMPTIONS 
    2.6 RISK ASSESSMENT 
    2.7 STUDY LIMITATIONS 
    2.8 IMPLICATIONS OF RECESSION ON MARKET 
           TABLE 5 IMPACT OF RECESSION ON GLOBAL MARKET
 
3 EXECUTIVE SUMMARY (Page No. - 57)
    TABLE 6 GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE, 2019–2023 (USD MILLION, Y-O-Y %) 
    TABLE 7 GLOBAL MARKET SIZE AND GROWTH RATE, 2024–2029 (USD MILLION, Y-O-Y %) 
    FIGURE 10 SOFTWARE SEGMENT TO DOMINATE MARKET IN 2024 
    FIGURE 11 OMNICHANNEL ROUTING TO HOLD LARGEST MARKET SHARE IN 2024 
    FIGURE 12 INBOUND ENGAGEMENT TYPE TO DOMINATE MARKET IN 2024 
    FIGURE 13 PUBLIC CLOUD SEGMENT TO HOLD LARGEST MARKET SHARE IN 2024 
    FIGURE 14 PROFESSIONAL SERVICES SEGMENT TO DOMINATE CLOUD-BASED CONTACT CENTER MARKET IN 2024 
    FIGURE 15 INTEGRATION & DEPLOYMENT SERVICES TO HOLD LARGEST MARKET SHARE IN 2024 
    FIGURE 16 VOICE COMMUNICATION CHANNEL TO DOMINATE MARKET IN 2024 
    FIGURE 17 MARKETING AUTOMATION SEGMENT TO HOLD LARGEST SHARE IN 2024 
    FIGURE 18 HEALTHCARE AND LIFE SCIENCES SEGMENT TO GROW AT HIGHEST CAGR AND BFSI TO HOLD LARGEST MARKET SIZE DURING FORECAST PERIOD 
    FIGURE 19 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 
 
4 PREMIUM INSIGHTS (Page No. - 65)
    4.1 ATTRACTIVE OPPORTUNITIES IN CLOUD-BASED CONTACT CENTER MARKET 
           FIGURE 20 GROWING IMPACT OF SOCIAL MEDIA ON CONTACT CENTER OPERATIONS TO DRIVE MARKET GROWTH
    4.2 MARKET: TOP THREE APPLICATIONS 
           FIGURE 21 HELPDESK MANAGEMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
    4.3 NORTH AMERICA: MARKET, BY OFFERING AND SERVICE 
           FIGURE 22 SOFTWARE SEGMENT AND PROFESSIONAL SERVICES SEGMENT TO HOLD LARGEST MARKET SHARES IN NORTH AMERICA IN 2024
    4.4 MARKET, BY REGION 
           FIGURE 23 NORTH AMERICA TO HOLD LARGEST MARKET SHARE IN 2024
 
5 CLOUD-BASED CONTACT CENTER MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 68)
    5.1 INTRODUCTION 
    5.2 MARKET DYNAMICS 
           FIGURE 24 MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
           5.2.1 DRIVERS
                    5.2.1.1 Increasing need for tailored and efficient engagements
                    5.2.1.2 Growing impact of social media on contact center operations
                    5.2.1.3 Continuous transition to cloud-based contact centers
                    5.2.1.4 Rising adoption of advanced contact center technologies
           5.2.2 RESTRAINTS
                    5.2.2.1 Impact of IVR fraud and cyberattacks on business operations
                    5.2.2.2 Inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony
           5.2.3 OPPORTUNITIES
                    5.2.3.1 Implementation of generative AI, analytics, and NLP capabilities to add value to existing cloud-based contact centers
                    5.2.3.2 Dynamic customer demand for robust self-service interactions
                    5.2.3.3 Growing demand for analyzing audio and video conversations in real-time
           5.2.4 CHALLENGES
                    5.2.4.1 Challenges impeding migration of contact centers to cloud-based environments
                    5.2.4.2 Implementation and integration challenges
                    5.2.4.3 Data privacy and security aspects
    5.3 EVOLUTION OF CLOUD-BASED CONTACT CENTER MARKET 
           FIGURE 25 MARKET: EVOLUTION
    5.4 MARKET ARCHITECTURE 
           FIGURE 26 MARKET: ARCHITECTURE
    5.5 SUPPLY CHAIN ANALYSIS 
           FIGURE 27 MARKET: SUPPLY CHAIN ANALYSIS
    5.6 ECOSYSTEM ANALYSIS/MARKET MAP 
           TABLE 8 MARKET: ECOSYSTEM
           FIGURE 28 KEY PLAYERS IN CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM
           5.6.1 PLATFORM PROVIDERS
           5.6.2 SOFTWARE PROVIDERS
           5.6.3 SERVICE PROVIDERS
           5.6.4 CLOUD SERVICE PROVIDERS
           5.6.5 END USERS
           5.6.6 REGULATORY BODIES
    5.7 CASE STUDY ANALYSIS 
           5.7.1 CASE STUDY 1: SITA WITNESSED GROWTH IN CUSTOMER EXPERIENCE WITH GENESYS CLOUD
           5.7.2 CASE STUDY 2: COMPANY NURSE REVOLUTIONIZED WORKPLACE INJURY MANAGEMENT WITH GENESYS CLOUD
           5.7.3 CASE STUDY 3: CI FINANCIAL IMPROVED CUSTOMER SERVICE AND GAINED DATA INSIGHTS WITH AMAZON CONNECT
           5.7.4 CASE STUDY 4: AGILYSYS MODERNIZED CONTACT CENTER BY IMPLEMENTING FIVE9 PLATFORM
           5.7.5 CASE STUDY 5: IMPLEMENTATION OF CLOUDWAVE CONCIERGE FOR ENHANCED CUSTOMER EXPERIENCE IN ILLAWARRA CREDIT UNION
           5.7.6 CASE STUDY 6: AVAYA CONTACT CENTER ENABLED FLEXIBILITY AND AGILITY IN SOUTH CENTRAL AMBULANCE SERVICES
           5.7.7 CASE STUDY 7: ALVARIA CLOUD IMPROVED EFFICIENCY AND PRODUCTIVITY OF HOIST FINANCE
           5.7.8 CASE STUDY 8: CLEVELAND CLINIC'S IMPLEMENTATION OF 3CLOGIC'S AI-POWERED CLOUD CONTACT CENTER SOLUTION TRANSFORMED PATIENT SERVICES
           5.7.9 CASE STUDY 9: ARISTON USA'S SWITCH TO 8X8'S CLOUD-BASED CONTACT CENTER PLATFORM ENABLED CUSTOMER SERVICE AND OPERATIONS EFFICIENCY
           5.7.10 CASE STUDY 10: FORCE THERAPEUTICS USED ENGAGEMENT PLATFORM TO IMPROVE PATIENT CARE IN FORCE THERAPEUTICS
    5.8 TECHNOLOGY ANALYSIS 
           5.8.1 KEY TECHNOLOGIES
                    5.8.1.1 Cloud Computing
                    5.8.1.2 NLP
                    5.8.1.3 Voice Biometrics
                    5.8.1.4 VOIP
                    5.8.1.5 Big Data & Analytics
                    5.8.1.6 Text-to-Speech (TTS)
           5.8.2 COMPLEMENTARY TECHNOLOGIES
                    5.8.2.1 IoT
                    5.8.2.2 AR & VR
                    5.8.2.3 Blockchain
                    5.8.2.4 Robotic Process Automation (RPA)
           5.8.3 ADJACENT TECHNOLOGIES
                    5.8.3.1 Edge Computing
                    5.8.3.2 5G
    5.9 REGULATORY LANDSCAPE 
           5.9.1 REGULATORY LANDSCAPE
           5.9.2 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 9 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 10 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 11 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 12 MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 13 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
           5.9.3 PERTINENT REGULATIONS
                    5.9.3.1 North America
                               5.9.3.1.1 General Data Protection Regulation (GDPR)
                               5.9.3.1.2 California Consumer Privacy Act (CCPA)
                               5.9.3.1.3 Health Insurance Portability and Accountability Act (HIPAA)
                    5.9.3.2 Europe
                               5.9.3.2.1 General Data Protection Regulation (GDPR)
                               5.9.3.2.2 Audiovisual Media Services Directive (AVMSD)
                               5.9.3.2.3 ePrivacy directive
                    5.9.3.3 Asia Pacific
                               5.9.3.3.1 Act on the Protection of Personal Information (APPI)
                               5.9.3.3.2 Telecommunications Business Law
                    5.9.3.4 Middle East & Africa
                               5.9.3.4.1 Consumer Protection Regulations
                    5.9.3.5 Latin America
                               5.9.3.5.1 Telecommunications Laws
    5.10 PATENT ANALYSIS 
           5.10.1 METHODOLOGY
           5.10.2 PATENTS FILED, BY DOCUMENT TYPE
                    TABLE 14 PATENTS FILED, 2013–2023
           5.10.3 INNOVATION AND PATENT APPLICATIONS
                    FIGURE 29 TOTAL NUMBER OF PATENTS GRANTED, 2013–2023
                    5.10.3.1 Top 10 patent applicants in MARKET
                               FIGURE 30 TOP 10 APPLICANTS IN MARKET, 2013–2023
                               TABLE 15 TOP 20 PATENT OWNERS IN CLOUD-BASED CONTACT CENTER MARKET, 2013–2023
                               TABLE 16 LIST OF PATENTS GRANTED IN CLOUD-BASED CONTACT CENTER MARKET, 2022–2023
                               FIGURE 31 REGIONAL ANALYSIS OF PATENTS GRANTED, 2013–2023
    5.11 PRICING ANALYSIS 
           5.11.1 AVERAGE SELLING PRICES OF KEY PLAYERS: TOP 3 APPLICATIONS
                    FIGURE 32 AVERAGE SELLING PRICES OF KEY PLAYERS: TOP 3 APPLICATIONS
                    TABLE 17 AVERAGE SELLING PRICES OF KEY PLAYERS FOR TOP 3 APPLICATIONS (USD)
           5.11.2 INDICATIVE PRICING ANALYSIS, BY OFFERING
                    TABLE 18 INDICATIVE PRICING LEVELS OF CLOUD-BASED CONTACT CENTER SOFTWARE, BY OFFERING
    5.12 KEY CONFERENCES AND EVENTS, 2024–2025 
                    TABLE 19 CLOUD-BASED CONTACT CENTER MARKET: DETAILED LIST OF CONFERENCES AND EVENTS, 2024–2025
    5.13 PORTER’S FIVE FORCES ANALYSIS 
                    TABLE 20 PORTER’S FIVE FORCES’ IMPACT ON MARKET
                    FIGURE 33 PORTER’S FIVE FORCES ANALYSIS: CLOUD-BASED CONTACT CENTER MARKET
           5.13.1 THREAT OF NEW ENTRANTS
           5.13.2 THREAT OF SUBSTITUTES
           5.13.3 BARGAINING POWER OF SUPPLIERS
           5.13.4 BARGAINING POWER OF BUYERS
           5.13.5 INTENSITY OF COMPETITIVE RIVALRY
    5.14 INVESTMENT LANDSCAPE AND FUNDING SCENARIO 
                    FIGURE 34 MARKET: INVESTMENT LANDSCAPE AND FUNDING SCENARIO (USD MILLION AND NUMBER OF FUNDING ROUNDS)
    5.15 CLOUD-BASED CONTACT CENTER BUSINESS MODELS 
           5.15.1 SUBSCRIPTION-BASED MODELS
           5.15.2 PAY-PER-USE MODEL
           5.15.3 TIERED PRICING MODEL
           5.15.4 PERPETUAL LICENSE MODEL
           5.15.5 HYBRID MODEL
           5.15.6 CUSTOMIZED PRICING MODEL
    5.16 BENEFITS OF TRANSITIONING CONTACT CENTER TO CLOUD 
    5.17 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS’ BUSINESSES 
                    FIGURE 35 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS’ BUSINESSES
    5.18 KEY STAKEHOLDERS & BUYING CRITERIA 
           5.18.1 KEY STAKEHOLDERS IN BUYING PROCESS
                    FIGURE 36 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE APPLICATIONS
                    TABLE 21 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE APPLICATIONS
           5.18.2 BUYING CRITERIA
                    FIGURE 37 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS
                    TABLE 22 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS
 
6 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING (Page No. - 116)
    6.1 INTRODUCTION 
           6.1.1 OFFERING: MARKET DRIVERS
                    FIGURE 38 SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
                    TABLE 23 MARKET, BY OFFERING, 2019–2023 (USD MILLION)
                    TABLE 24 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION)
    6.2 SOFTWARE BY TYPE 
           FIGURE 39 REPORTING & ANALYTICS SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
           TABLE 25 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
           TABLE 26 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
           6.2.1 OMNICHANNEL ROUTING
                    6.2.1.1 Omnichannel routing to help calls and assign tasks to agents based on their expertise and experience
                               TABLE 27 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 28 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
                    6.2.1.2 IVR
                    6.2.1.3 Automatic call distribution (ACD)
                    6.2.1.4 Voice call recording
                    6.2.1.5 Dialers
           6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT
                    6.2.2.1 Workforce engagement to include faster resolution, improve agent productivity, and increase customer retention
                               TABLE 29 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 30 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
                               6.2.2.1.1 Workforce Optimization
                               6.2.2.1.2 Training and Coaching
                               6.2.2.1.3 Forecasting and Scheduling
                               6.2.2.1.4 Knowledge Management
                               6.2.2.1.5 Resource Management
           6.2.3 REPORTING & ANALYTICS
                    6.2.3.1 Reporting and analytics to identify trends, model data, and predict outcomes related to KPIs and SLAs
                               TABLE 31 REPORTING & ANALYTICS: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 32 REPORTING & ANALYTICS: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
                               6.2.3.1.1 Real-time Speech & Text Analytics
                               6.2.3.1.2 Historic Reporting Tools
                               6.2.3.1.3 Performance Analytics & Reporting Software
                               6.2.3.1.4 Ad Hoc Query & Analysis Tools
           6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT
                    6.2.4.1 Customer engagement management to identify customer preferences and develop business strategies
                               TABLE 33 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 34 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
                               6.2.4.1.1 Multichannel Communication Platform
                               6.2.4.1.2 CRM Integration Tools
                               6.2.4.1.3 Customer Feedback & Satisfaction Monitoring Tools
           6.2.5 OTHER SOFTWARE TYPES
                    TABLE 35 OTHER SOFTWARE TYPES: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 36 OTHER SOFTWARE TYPES: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
    6.3 SOFTWARE BY ENGAGEMENT TYPE 
           FIGURE 40 BLENDED SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
           TABLE 37 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
           TABLE 38 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
           6.3.1 INBOUND
                    6.3.1.1 Inbound solutions efficiently manage high call volumes while ensuring prompt and personalized assistance
                               TABLE 39 INBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 40 INBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
           6.3.2 OUTBOUND
                    6.3.2.1 Outbound cloud-based contact center software enabling industries to drive revenue growth and expand CLOUD-BASED CONTACT CENTER Market reach
                               TABLE 41 OUTBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 42 OUTBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
           6.3.3 BLENDED
                    6.3.3.1 Blended contact center software to enable organizations to maintain agility and adaptability in today's fast-paced business landscape
                               TABLE 43 BLENDED: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 44 BLENDED: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
    6.4 SOFTWARE BY DEPLOYMENT MODE 
           FIGURE 41 PRIVATE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
           TABLE 45 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
           TABLE 46 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
           6.4.1 PUBLIC
                    6.4.1.1 Public clouds to be attractive option for SMEs seeking cost-effective solutions
                               TABLE 47 PUBLIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 48 PUBLIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
           6.4.2 PRIVATE
                    6.4.2.1 Private cloud deployments typically entail higher upfront costs and necessitate internal IT expertise for management and maintenance
                               TABLE 49 PRIVATE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 50 PRIVATE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
           6.4.3 HYBRID
                    6.4.3.1 Hybrid cloud solutions to enable large enterprises to navigate intricacies of modern IT environments with ease
                               TABLE 51 HYBRID: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 52 HYBRID: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
    6.5 SERVICES 
           FIGURE 42 MANAGED SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
           TABLE 53 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION)
           TABLE 54 MARKET, BY SERVICE, 2024–2029 (USD MILLION)
           TABLE 55 SERVICES: MARKET, BY REGION, 2019–2023 (USD MILLION)
           TABLE 56 SERVICES: MARKET, BY REGION, 2024–2029 (USD MILLION)
           6.5.1 PROFESSIONAL SERVICES
                    FIGURE 43 SUPPORT & MAINTENANCE SERVICES TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
                    TABLE 57 MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
                    TABLE 58 MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
                    TABLE 59 PROFESSIONAL SERVICES: MARKET, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 60 PROFESSIONAL SERVICES: MARKET, BY REGION, 2024–2029 (USD MILLION)
                    6.5.1.1 Consulting & Advisory
                               6.5.1.1.1 Consulting services to ensure smooth implementation and integration of solutions
                               TABLE 61 CONSULTING & ADVISORY: MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 62 CONSULTING & ADVISORY: MARKET, BY REGION, 2024–2029 (USD MILLION)
                    6.5.1.2 Integration & deployment
                               6.5.1.2.1 Integration and deployment services to maximize efficiency, functionality, and value of cloud-based contact center solutions
                               TABLE 63 INTEGRATION & DEPLOYMENT: MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 64 INTEGRATION & DEPLOYMENT: MARKET, BY REGION, 2024–2029 (USD MILLION)
                    6.5.1.3 Support & maintenance
                               6.5.1.3.1 Support & maintenance services to ensure smooth operation and identification of issues
                               TABLE 65 SUPPORT & MAINTENANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 66 SUPPORT & MAINTENANCE: MARKET, BY REGION, 2024–2029 (USD MILLION)
                    6.5.1.4 Training & education
                               6.5.1.4.1 Training services to maximize return on investment in cloud-based contact center technology
                               TABLE 67 TRAINING & EDUCATION: MARKET, BY REGION, 2019–2023 (USD MILLION)
                               TABLE 68 TRAINING & EDUCATION: MARKET, BY REGION, 2024–2029 (USD MILLION)
           6.5.2 MANAGED SERVICES
                    TABLE 69 MANAGED SERVICES: MARKET, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 70 MANAGED SERVICES: MARKET, BY REGION, 2024–2029 (USD MILLION)
 
7 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL (Page No. - 147)
    7.1 INTRODUCTION 
           7.1.1 COMMUNICATION CHANNEL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
                    FIGURE 44 SELF-SERVICE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
                    TABLE 71 MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
                    TABLE 72 MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
    7.2 VOICE 
           7.2.1 WITH FEATURES LIKE ACD AND CALL RECORDING, CLOUD-BASED PLATFORMS ENSURE EFFICIENT CALL HANDLING AND AGENT PERFORMANCE MONITORING
                    TABLE 73 VOICE: COMMUNICATION CHANNEL IN MARKET, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 74 VOICE: COMMUNICATION CHANNEL IN MARKET, BY REGION, 2024–2029 (USD MILLION)
                    7.2.1.1 Phone
                    7.2.1.2 VOIP
                    7.2.1.3 Virtual Phone System
    7.3 DIGITAL 
           7.3.1 OPTIMIZING DIGITAL COMMUNICATION IN CLOUD-BASED CONTACT CENTERS FOR ENHANCED EFFICIENCY
                    TABLE 75 DIGITAL: COMMUNICATION CHANNEL IN MARKET, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 76 DIGITAL: COMMUNICATION CHANNEL IN MARKET, BY REGION, 2024–2029 (USD MILLION)
                    7.3.1.1 Email
                    7.3.1.2 Live Chat
                    7.3.1.3 SMS
                    7.3.1.4 Social Media
                    7.3.1.5 Instant Messaging Services
                    7.3.1.6 Video Chat
                    7.3.1.7 Web Forms
    7.4 SELF-SERVICE 
           7.4.1 TRANSFORMING CUSTOMER SUPPORT BY MASTERING SELF-SERVICE IN CLOUD-BASED CONTACT CENTERS
                    TABLE 77 SELF-SERVICE: COMMUNICATION CHANNEL IN MARKET, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 78 SELF-SERVICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
                    7.4.1.1 IVR
                    7.4.1.2 Chatbot
                    7.4.1.3 Virtual Assistant
 
8 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION (Page No. - 156)
    8.1 INTRODUCTION 
           8.1.1 APPLICATION: MARKET DRIVERS
                    FIGURE 45 HELPDESK MANAGEMENT SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
                    TABLE 79 MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
                    TABLE 80 MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
    8.2 MARKETING AUTOMATION 
           8.2.1 DEPLOYMENT OF MARKETING AUTOMATION FOR ELEVATION OF CUSTOMER ENGAGEMENT
                    TABLE 81 MARKETING AUTOMATION: MARKET, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 82 MARKETING AUTOMATION: MARKET, BY REGION, 2024–2029 (USD MILLION)
    8.3 SOCIAL MEDIA MANAGEMENT 
           8.3.1 MAXIMIZATION OF SOCIAL MEDIA MANAGEMENT EFFICIENCY IN MARKET
                    TABLE 83 SOCIAL MEDIA MANAGEMENT: MARKET, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 84 SOCIAL MEDIA MANAGEMENT: MARKET, BY REGION, 2024–2029 (USD MILLION)
    8.4 HELPDESK MANAGEMENT 
           8.4.1 EMPOWERING BUSINESSES BY DELIVERING SUPERIOR CUSTOMER SERVICE THROUGH HELPDESK OPTIMIZATION
                    TABLE 85 HELPDESK MANAGEMENT: MARKET, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 86 HELPDESK MANAGEMENT: MARKET, BY REGION, 2024–2029 (USD MILLION)
    8.5 BUSINESS INTELLIGENCE 
           8.5.1 INTEGRATION OF BUSINESS INTELLIGENCE TOOLS ESSENTIAL FOR DELIVERING SEAMLESS EXPERIENCES ACROSS COMMUNICATION CHANNELS
                    TABLE 87 BUSINESS INTELLIGENCE: MARKET, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 88 BUSINESS INTELLIGENCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
    8.6 COLLABORATION AND PRODUCTIVITY 
           8.6.1 CLOUD TECHNOLOGY TO FACILITATE COLLABORATION AMONG AGENTS, FOSTERING TEAMWORK AND KNOWLEDGE SHARING
                    TABLE 89 COLLABORATION & PRODUCTIVITY: MARKET, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 90 COLLABORATION & PRODUCTIVITY: MARKET, BY REGION, 2024–2029 (USD MILLION)
    8.7 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) 
           8.7.1 CRM INTEGRATED CLOUD-BASED CONTACT SERVICES TO STREAMLINE OPERATIONS AND IMPROVE EFFICIENCY AND PRODUCTIVITY
                    TABLE 91 CRM: MARKET, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 92 CRM: MARKET, BY REGION, 2024–2029 (USD MILLION)
    8.8 OTHER APPLICATIONS 
           TABLE 93 OTHER APPLICATIONS: MARKET, BY REGION, 2019–2023 (USD MILLION)
           TABLE 94 OTHER APPLICATIONS: MARKET, BY REGION, 2024–2029 (USD MILLION)
 
9 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL (Page No. - 166)
    9.1 INTRODUCTION 
           9.1.1 VERTICAL: MARKET DRIVERS
                    FIGURE 46 HEALTHCARE & LIFE SCIENCES SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
                    TABLE 95 MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
                    TABLE 96 MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
    9.2 BFSI 
           9.2.1 CLOUD-BASED CONTACT CENTER SOLUTIONS TO ENHANCE OPERATIONAL EFFICIENCY AND SECURITY IN FINANCIAL INSTITUTIONS
                    TABLE 97 MARKET IN BFSI, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 98 MARKET IN BFSI, BY REGION, 2024–2029 (USD MILLION)
           9.2.2 BFSI USE CASES
                    9.2.2.1 Loan and Mortgage Application Processing
                    9.2.2.2 Investment Advisory Services
                    9.2.2.3 Insurance Claims Processing
                    9.2.2.4 Fraud Detection and Prevention
                    9.2.2.5 Others
    9.3 RETAIL & CONSUMER GOODS 
           9.3.1 NEED FOR FASTER DECISION-MAKING, CUSTOMER-CENTRIC MARKET STRATEGIES, AND BUSINESS OPERATIONS TO DRIVE MARKET
                    TABLE 99 MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 100 MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2024–2029 (USD MILLION)
           9.3.2 RETAIL & CONSUMER GOODS USE CASES
                    9.3.2.1 Order Management and Tracking
                    9.3.2.2 Return and Exchanges Processing
                    9.3.2.3 Product Inquiries and Recommendations
                    9.3.2.4 E-commerce Customer Support
                    9.3.2.5 Others
    9.4 TELECOM 
           9.4.1 NEED FOR COMPREHENSIVE ANALYTICS AND REPORTING TOOLS TO BOOST DEMAND FOR CLOUD-BASED CONTACT CENTER SOFTWARE
                    TABLE 101 MARKET IN TELECOM, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 102 MARKET IN TELECOM, BY REGION, 2024–2029 (USD MILLION)
           9.4.2 TELECOM USE CASES
                    9.4.2.1 Service Activation and Troubleshooting
                    9.4.2.2 Technical Support Services
                    9.4.2.3 Billing Inquiries and Payments
                    9.4.2.4 Plan Upgrades and Changes
                    9.4.2.5 Others
    9.5 TRAVEL AND HOSPITALITY 
           9.5.1 CLOUD-BASED CONTACT CENTER SOLUTIONS TO TRANSFORM TRAVEL AND HOSPITALITY CUSTOMER SERVICE
                    TABLE 103 MARKET IN TRAVEL & HOSPITALITY, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 104 MARKET IN TRAVEL & HOSPITALITY, BY REGION, 2024–2029 (USD MILLION)
           9.5.2 TRAVEL AND HOSPITALITY USE CASES
                    9.5.2.1 Reservation and Booking Assistance
                    9.5.2.2 Travel Itinerary Changes
                    9.5.2.3 Flight or Hotel Status Updates
                    9.5.2.4 Loyalty Program Inquiries and Claims Processing
                    9.5.2.5 Others
    9.6 HEALTHCARE & LIFE SCIENCES 
           9.6.1 NEED TO MANAGE APPOINTMENT SCHEDULING, ENSURE PATIENT ADHERENCE TO TREATMENT PLANS, AND STREAMLINE APPOINTMENT PROCESSES TO DRIVE MARKET
                    TABLE 105 MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 106 MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2024–2029 (USD MILLION)
           9.6.2 HEALTHCARE AND LIFE SCIENCES USE CASES
                    9.6.2.1 Appointment Scheduling and Reminders
                    9.6.2.2 Telemedicine and Remote Patient Monitoring
                    9.6.2.3 Patient Inquiries and Support
                    9.6.2.4 Health Insurance Inquiries and Claims Processing
                    9.6.2.5 Others
    9.7 TRANSPORTATION AND LOGISTICS 
           9.7.1 REVOLUTIONIZING TRANSPORTATION AND LOGISTICS BY LEVERAGING CLOUD-BASED SOLUTIONS FOR ENHANCED COMMUNICATION AND OPERATIONS TO DRIVE GROWTH
                    TABLE 107 MARKET IN TRANSPORTATION & LOGISTICS, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 108 MARKET IN TRANSPORTATION & LOGISTICS, BY REGION, 2024–2029 (USD MILLION)
           9.7.2 TRANSPORTATION AND LOGISTICS USE CASES
                    9.7.2.1 Delivery Scheduling and Rerouting
                    9.7.2.2 Freight Rate Quotes and Booking
                    9.7.2.3 Shipment Tracking and Status Updates
                    9.7.2.4 Custom Clearance Assistance
                    9.7.2.5 Others
    9.8 IT AND ITES 
           9.8.1 CLOUD-BASED CONTACT CENTERS TO MAXIMIZE CUSTOMER ENGAGEMENT AND OPERATIONAL EFFICIENCY IN IT, ITES, AND BPO SECTORS
                    TABLE 109 MARKET IN IT & ITES, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 110 MARKET IN IT & ITES, BY REGION, 2024–2029 (USD MILLION)
           9.8.2 IT AND ITES USE CASE
                    9.8.2.1 Software Licensing Inquiries and Renewals
                    9.8.2.2 Developer Support and API Documentation
                    9.8.2.3 IT Infrastructure Monitoring and Management
                    9.8.2.4 Cloud Service Provisioning and Support
                    9.8.2.5 Others
    9.9 GOVERNMENT AND PUBLIC SECTOR 
           9.9.1 NEED FOR EFFECTIVE COMMUNICATION, PROGRESS TRACKING, AND TIMELY ISSUE RESOLUTION TO DRIVE MARKET
                    TABLE 111 MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 112 MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2024–2029 (USD MILLION)
           9.9.2 GOVERNMENT AND PUBLIC SECTOR USE CASES
                    9.9.2.1 Citizen Inquiries and Support Services
                    9.9.2.2 Emergency Response and Disaster Management Support
                    9.9.2.3 Benefit Environment and Eligibility Verification
                    9.9.2.4 Permit and License Application Processing
                    9.9.2.5 Others
    9.10 MEDIA AND ENTERTAINMENT 
           9.10.1 CLOUD-BASED SOLUTIONS ENHANCE CUSTOMER INTERACTIONS, ENABLING MEDIA AND ENTERTAINMENT COMPANIES TO SCALE GLOBALLY
                    TABLE 113 MARKET IN MEDIA & ENTERTAINMENT, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 114 CLOUD-BASED CONTACT CENTER MARKET IN MEDIA & ENTERTAINMENT, BY REGION, 2024–2029 (USD MILLION)
           9.10.2 MEDIA AND ENTERTAINMENT USE CASES
                    9.10.2.1 Audience Engagement and Support
                    9.10.2.2 Content Distribution and Subscription Management
                    9.10.2.3 Event Management and Ticketing
                    9.10.2.4 Content Moderation and Community Management
                    9.10.2.5 Others
    9.11 OTHER VERTICALS 
                    TABLE 115 MARKET IN OTHER VERTICALS, BY REGION, 2019–2023 (USD MILLION)
                    TABLE 116 MARKET IN OTHER VERTICALS, BY REGION, 2024–2029 (USD MILLION)
 
10 CLOUD-BASED CONTACT CENTER MARKET, BY REGION (Page No. - 192)
     10.1 INTRODUCTION 
               FIGURE 47 INDIA TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD
               FIGURE 48 ASIA PACIFIC TO WITNESS HIGHEST CAGR DURING FORECAST PERIOD
               TABLE 117 MARKET, BY REGION, 2019–2023 (USD MILLION)
               TABLE 118 MARKET, BY REGION, 2024–2029 (USD MILLION)
     10.2 NORTH AMERICA 
             10.2.1 NORTH AMERICA: MARKET DRIVERS
             10.2.2 NORTH AMERICA: IMPACT OF RECESSION
             10.2.3 NORTH AMERICA: MARKET SHARE ANALYSIS OF KEY PLAYERS
                       FIGURE 49 NORTH AMERICA: MARKET SHARE ANALYSIS OF KEY PLAYERS
                       FIGURE 50 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT
                       TABLE 119 NORTH AMERICA: MARKET, BY OFFERING, 2019–2023 (USD MILLION)
                       TABLE 120 NORTH AMERICA: MARKET, BY OFFERING, 2024–2029 (USD MILLION)
                       TABLE 121 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
                       TABLE 122 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
                       TABLE 123 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
                       TABLE 124 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
                       TABLE 125 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
                       TABLE 126 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
                       TABLE 127 NORTH AMERICA: MARKET, BY SERVICE, 2019–2023 (USD MILLION)
                       TABLE 128 NORTH AMERICA: MARKET, BY SERVICE, 2024–2029 (USD MILLION)
                       TABLE 129 NORTH AMERICA: MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
                       TABLE 130 NORTH AMERICA: MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
                       TABLE 131 NORTH AMERICA: MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
                       TABLE 132 NORTH AMERICA: MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
                       TABLE 133 NORTH AMERICA: MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
                       TABLE 134 NORTH AMERICA: MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
                       TABLE 135 NORTH AMERICA: MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
                       TABLE 136 NORTH AMERICA: MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
                       TABLE 137 NORTH AMERICA: MARKET, BY COUNTRY, 2019–2023 (USD MILLION)
                       TABLE 138 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024–2029 (USD MILLION)
             10.2.4 US
                       10.2.4.1 High readiness for cloud adoption to enable companies in US to spend more on AI, ML, and NLP-enabled cloud contact center solutions
             10.2.5 CANADA
                       10.2.5.1 Canadian organizations to prioritize delivering exceptional customer experiences to gain competitive edge
     10.3 EUROPE 
             10.3.1 EUROPE: MARKET DRIVERS
             10.3.2 EUROPE: IMPACT OF RECESSION
             10.3.3 EUROPE: MARKET SHARE ANALYSIS OF KEY PLAYERS
                       FIGURE 51 EUROPE: MARKET SHARE ANALYSIS OF KEY PLAYERS
                       TABLE 139 EUROPE: MARKET, BY OFFERING, 2019–2023 (USD MILLION)
                       TABLE 140 EUROPE: MARKET, BY OFFERING, 2024–2029 (USD MILLION)
                       TABLE 141 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
                       TABLE 142 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
                       TABLE 143 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
                       TABLE 144 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
                       TABLE 145 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
                       TABLE 146 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
                       TABLE 147 EUROPE: MARKET, BY SERVICE, 2019–2023 (USD MILLION)
                       TABLE 148 EUROPE: MARKET, BY SERVICE, 2024–2029 (USD MILLION)
                       TABLE 149 EUROPE: MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
                       TABLE 150 EUROPE: MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
                       TABLE 151 EUROPE: MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
                       TABLE 152 EUROPE: MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
                       TABLE 153 EUROPE: MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
                       TABLE 154 EUROPE: MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
                       TABLE 155 EUROPE: MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
                       TABLE 156 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
                       TABLE 157 EUROPE: MARKET, BY COUNTRY, 2019–2023 (USD MILLION)
                       TABLE 158 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024–2029 (USD MILLION)
             10.3.4 UK
                       10.3.4.1 UK Government to take digital transformation initiatives to support growing demand from citizens
             10.3.5 GERMANY
                       10.3.5.1 German government to support technology adoption at grassroots level by constantly providing practical guidance to companies
             10.3.6 FRANCE
                       10.3.6.1 French businesses increasingly prioritizing customer experience as key differentiator
             10.3.7 ITALY
                       10.3.7.1 Businesses integrating multiple channels, including voice, email, chat, and social media, to provide customers with omnichannel experiences
             10.3.8 SPAIN
                       10.3.8.1 As Spanish businesses continue to prioritize customer satisfaction and loyalty, demand for cloud-based contact center solutions to remain strong
             10.3.9 REST OF EUROPE
     10.4 ASIA PACIFIC 
             10.4.1 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER  MARKET DRIVERS
             10.4.2 ASIA PACIFIC: IMPACT OF RECESSION
             10.4.3 ASIA PACIFIC: MARKET SHARE ANALYSIS OF KEY PLAYERS
                       FIGURE 52 ASIA PACIFIC: MARKET SHARE ANALYSIS OF KEY PLAYERS
                       FIGURE 53 ASIA PACIFIC: MARKET SNAPSHOT
                       TABLE 159 ASIA PACIFIC: MARKET, BY OFFERING, 2019–2023 (USD MILLION)
                       TABLE 160 ASIA PACIFIC: MARKET, BY OFFERING, 2024–2029 (USD MILLION)
                       TABLE 161 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
                       TABLE 162 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
                       TABLE 163 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
                       TABLE 164 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
                       TABLE 165 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
                       TABLE 166 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
                       TABLE 167 ASIA PACIFIC: MARKET, BY SERVICE, 2019–2023 (USD MILLION)
                       TABLE 168 ASIA PACIFIC: MARKET, BY SERVICE, 2024–2029 (USD MILLION)
                       TABLE 169 ASIA PACIFIC: MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
                       TABLE 170 ASIA PACIFIC: MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
                       TABLE 171 ASIA PACIFIC: MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
                       TABLE 172 ASIA PACIFIC: MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
                       TABLE 173 ASIA PACIFIC: MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
                       TABLE 174 ASIA PACIFIC: MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
                       TABLE 175 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
                       TABLE 176 ASIA PACIFIC: MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
                       TABLE 177 ASIA PACIFIC: MARKET, BY COUNTRY/REGION, 2019–2023 (USD MILLION)
                       TABLE 178 ASIA PACIFIC: MARKET, BY COUNTRY/REGION, 2024–2029 (USD MILLION)
             10.4.4 INDIA
                       10.4.4.1 Demand for advanced cloud-based contact center solutions expected to further accelerate in India
             10.4.5 JAPAN
                       10.4.5.1 Japanese MARKET characterized by strong focus on operational efficiency, workforce optimization, and regulatory compliance
             10.4.6 CHINA
                       10.4.6.1 China's CLOUD-BASED CONTACT CENTER MARKET characterized by rapid innovation and adoption of advanced technologies
             10.4.7 ASEAN COUNTRIES
                       10.4.7.1 Companies operating in ASEAN countries encouraging organizations to invest in cloud-based contact center solutions to enhance their competitive edge
             10.4.8 SOUTH KOREA
                       10.4.8.1 Adoption of cloud-based contact centers to enhance operations and customer interactions of businesses in South Korea
             10.4.9 AUSTRALIA & NEW ZEALAND (ANZ)
                       10.4.9.1 Customer experience, strong service-oriented sectors, and high level of technology adoption to drive market
               10.4.10 REST OF ASIA PACIFIC
     10.5 MIDDLE EAST & AFRICA 
             10.5.1 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
             10.5.2 MIDDLE EAST & AFRICA: IMPACT OF RECESSION
                       TABLE 179 MIDDLE EAST & AFRICA: MARKET, BY OFFERING, 2019–2023 (USD MILLION)
                       TABLE 180 MIDDLE EAST & AFRICA: MARKET, BY OFFERING, 2024–2029 (USD MILLION)
                       TABLE 181 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
                       TABLE 182 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
                       TABLE 183 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
                       TABLE 184 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
                       TABLE 185 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
                       TABLE 186 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
                       TABLE 187 MIDDLE EAST & AFRICA: MARKET, BY SERVICE, 2019–2023 (USD MILLION)
                       TABLE 188 MIDDLE EAST & AFRICA: MARKET, BY SERVICE, 2024–2029 (USD MILLION)
                       TABLE 189 MIDDLE EAST & AFRICA: MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
                       TABLE 190 MIDDLE EAST & AFRICA: MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
                       TABLE 191 MIDDLE EAST & AFRICA: MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
                       TABLE 192 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
                       TABLE 193 MIDDLE EAST & AFRICA: MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
                       TABLE 194 MIDDLE EAST & AFRICA: MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
                       TABLE 195 MIDDLE EAST & AFRICA: MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
                       TABLE 196 MIDDLE EAST & AFRICA: MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
                       TABLE 197 MIDDLE EAST & AFRICA: MARKET, BY COUNTRY, 2019–2023 (USD MILLION)
                       TABLE 198 MIDDLE EAST & AFRICA: MARKET, BY COUNTRY, 2024–2029 (USD MILLION)
             10.5.3 SAUDI ARABIA
                       10.5.3.1 Initiatives such as Vision 2030 and National Transformation Program to drive market
             10.5.4 UAE
                       10.5.4.1 Technology-related advancements expected to increase adoption of contact center solutions across industries in UAE
             10.5.5 SOUTH AFRICA
                       10.5.5.1 Integration of AI and automation technologies to shape MARKET in South Africa
             10.5.6 QATAR
                       10.5.6.1 Growing emphasis on data security and compliance in Qatar to drive adoption of cloud-based contact center solutions
             10.5.7 EGYPT
                       10.5.7.1 Egypt to prioritize customer experience and operational efficiency, driving cloud-based contact center solution market growth
             10.5.8 REST OF MIDDLE EAST & AFRICA
     10.6 LATIN AMERICA 
             10.6.1 LATIN AMERICA: MARKET DRIVERS
             10.6.2 LATIN AMERICA: IMPACT OF RECESSION
                       TABLE 199 LATIN AMERICA: MARKET, BY OFFERING, 2019–2023 (USD MILLION)
                       TABLE 200 LATIN AMERICA: MARKET, BY OFFERING, 2024–2029 (USD MILLION)
                       TABLE 201 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
                       TABLE 202 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
                       TABLE 203 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
                       TABLE 204 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
                       TABLE 205 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
                       TABLE 206 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
                       TABLE 207 LATIN AMERICA: MARKET, BY SERVICE, 2019–2023 (USD MILLION)
                       TABLE 208 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION)
                       TABLE 209 LATIN AMERICA: MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
                       TABLE 210 LATIN AMERICA: MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
                       TABLE 211 LATIN AMERICA: MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
                       TABLE 212 LATIN AMERICA: MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
                       TABLE 213 LATIN AMERICA: MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
                       TABLE 214 LATIN AMERICA: MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
                       TABLE 215 LATIN AMERICA: MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
                       TABLE 216 LATIN AMERICA: MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
                       TABLE 217 LATIN AMERICA: MARKET, BY COUNTRY, 2019–2023 (USD MILLION)
                       TABLE 218 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024–2029 (USD MILLION)
             10.6.3 BRAZIL
                       10.6.3.1 Shift toward cloud-based contact center solutions for flexibility and cost-effectiveness to accelerate market
             10.6.4 MEXICO
                       10.6.4.1 Government initiatives to attract foreign investment, digital advancement, and technical expertise to drive market
             10.6.5 ARGENTINA
                       10.6.5.1 Argentina's expanding outsourcing industry to drive adoption of cloud-based contact centers
             10.6.6 REST OF LATIN AMERICA
 
11 COMPETITIVE LANDSCAPE (Page No. - 247)
     11.1 OVERVIEW 
     11.2 KEY PLAYER STRATEGIES/RIGHT TO WIN 
               TABLE 219 OVERVIEW OF STRATEGIES ADOPTED BY KEY CLOUD-BASED CONTACT CENTER VENDORS
     11.3 REVENUE ANALYSIS 
               FIGURE 54 TOP FIVE PLAYERS DOMINATING MARKET FROM 2019 TO 2023 (USD MILLION)
     11.4 MARKET SHARE ANALYSIS 
               FIGURE 55 SHARE OF LEADING COMPANIES IN MARKET, 2023
             11.4.1 MARKET RANKING ANALYSIS
                       TABLE 220 MARKET: DEGREE OF COMPETITION
     11.5 BRAND COMPARATIVE ANALYSIS 
               FIGURE 56 BRAND COMPARATIVE ANALYSIS
     11.6 COMPANY VALUATION AND FINANCIAL METRICS OF KEY VENDORS 
               FIGURE 57 COMPANY VALUATION AND FINANCIAL METRICS OF KEY VENDORS
               FIGURE 58 YEAR-TO-DATE (YTD) PRICE TOTAL RETURN AND 5-YEAR STOCK BETA OF KEY VENDORS
     11.7 COMPANY EVALUATION MATRIX: KEY PLAYERS, 2023 
             11.7.1 STARS
             11.7.2 EMERGING LEADERS
             11.7.3 PERVASIVE PLAYERS
             11.7.4 PARTICIPANTS
                       FIGURE 59 CLOUD-BASED CONTACT CENTER MARKET: COMPANY EVALUATION MATRIX (KEY PLAYERS), 2023
             11.7.5 COMPANY FOOTPRINT: KEY PLAYERS, 2023
                       11.7.5.1 Company footprint
                                   FIGURE 60 COMPANY FOOTPRINT (24 COMPANIES)
                       11.7.5.2 Region footprint
                                   TABLE 221 REGION FOOTPRINT (24 COMPANIES)
                       11.7.5.3 Application footprint
                                   TABLE 222 APPLICATION FOOTPRINT (24 COMPANIES)
                       11.7.5.4 Vertical footprint
                                   TABLE 223 VERTICAL FOOTPRINT (24 COMPANIES)
                       11.7.5.5 Offering footprint
                                   TABLE 224 OFFERING FOOTPRINT (24 COMPANIES)
     11.8 COMPANY EVALUATION MATRIX: STARTUPS/SMES, 2023 
             11.8.1 PROGRESSIVE COMPANIES
             11.8.2 RESPONSIVE COMPANIES
             11.8.3 DYNAMIC COMPANIES
             11.8.4 STARTING BLOCKS
                       FIGURE 61 MARKET: COMPANY EVALUATION MATRIX (STARTUPS/SMES), 2023
             11.8.5 COMPETITIVE BENCHMARKING: STARTUPS/SMES, 2023
                       11.8.5.1 Detailed list of key startups/SMEs
                                   TABLE 225 MARKET: DETAILED LIST OF KEY STARTUPS/SMES
                       11.8.5.2 Competitive benchmarking of key startups/SMEs
                                   TABLE 226 MARKET: COMPETITIVE BENCHMARKING OF STARTUPS/SMES
     11.9 COMPETITIVE SCENARIO AND TRENDS 
             11.9.1 PRODUCT LAUNCHES & ENHANCEMENTS
                       TABLE 227 CLOUD-BASED CONTACT CENTER MARKET: PRODUCT LAUNCHES & ENHANCEMENTS, JANUARY 2021–MARCH 2024
             11.9.2 DEALS
                       TABLE 228 MARKET: DEALS, JANUARY 2021–MARCH 2024
 
12 COMPANY PROFILES (Page No. - 268)
     12.1 INTRODUCTION 
     12.2 KEY PLAYERS 
(Business Overview, Products/Solutions/Services offered, Recent Developments, MnM View)*
             12.2.1 NICE
                       TABLE 229 NICE: COMPANY OVERVIEW
                       FIGURE 62 NICE: COMPANY SNAPSHOT
                       TABLE 230 NICE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 231 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 232 NICE: DEALS
             12.2.2 AWS
                       TABLE 233 AWS: COMPANY OVERVIEW
                       FIGURE 63 AWS: COMPANY SNAPSHOT
                       TABLE 234 AWS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 235 AWS: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 236 AWS: DEALS
             12.2.3 GENESYS
                       TABLE 237 GENESYS: COMPANY OVERVIEW
                       TABLE 238 GENESYS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 239 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 240 GENESYS: DEALS
                       TABLE 241 GENESYS: OTHERS
             12.2.4 VONAGE
                       TABLE 242 VONAGE: COMPANY OVERVIEW
                       TABLE 243 VONAGE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 244 VONAGE: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 245 VONAGE: DEALS
             12.2.5 FIVE9
                       TABLE 246 FIVE9: COMPANY OVERVIEW
                       FIGURE 64 FIVE9: COMPANY SNAPSHOT
                       TABLE 247 FIVE9: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 248 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 249 FIVE9: DEALS
             12.2.6 TALKDESK
                       TABLE 250 TALKDESK: COMPANY OVERVIEW
                       TABLE 251 TALKDESK: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 252 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 253 TALKDESK: DEALS
             12.2.7 CISCO
                       TABLE 254 CISCO: COMPANY OVERVIEW
                       FIGURE 65 CISCO: COMPANY SNAPSHOT
                       TABLE 255 CISCO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 256 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS
             12.2.8 AVAYA
                       TABLE 257 AVAYA: COMPANY OVERVIEW
                       TABLE 258 AVAYA: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 259 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 260 AVAYA: DEALS
             12.2.9 ZOHO
                       TABLE 261 ZOHO: COMPANY OVERVIEW
                       TABLE 262 ZOHO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                       TABLE 263 ZOHO: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 264 ZOHO: DEALS
             12.2.10 8X8
                                   TABLE 265 8X8: COMPANY OVERVIEW
                                   FIGURE 66 8X8: COMPANY SNAPSHOT
                                   TABLE 266 8X8: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                                   TABLE 267 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS
                                   TABLE 268 8X8: DEALS
             12.2.11 VERIZON
                                   TABLE 269 VERIZON: COMPANY OVERVIEW
                                   FIGURE 67 VERIZON: COMPANY SNAPSHOT
                                   TABLE 270 VERIZON: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                                   TABLE 271 VERIZON: PRODUCT LAUNCHES AND ENHANCEMENTS
             12.2.12 ALVARIA
                                   TABLE 272 ALVARIA: COMPANY OVERVIEW
                                   TABLE 273 ALVARIA: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                                   TABLE 274 ALVARIA: DEALS
             12.2.13 AMELIA
                                   TABLE 275 AMELIA: COMPANY OVERVIEW
                                   TABLE 276 AMELIA: PRODUCTS/SOLUTIONS/SERVICES OFFERED
                                   TABLE 277 AMELIA: DEALS
*Details on Business Overview, Products/Solutions/Services offered, Recent Developments, MnM View might not be captured in case of unlisted companies.
     12.3 OTHER PLAYERS 
             12.3.1 TWILIO
             12.3.2 CLOUDWAVE
             12.3.3 CONTENT GURU
             12.3.4 RINGCENTRAL
             12.3.5 3CLOGIC
             12.3.6 ENGHOUSE INTERACTIVE
             12.3.7 VOCALCOM
             12.3.8 EVOLVE IP
             12.3.9 SPRINKLR
             12.3.10 MITEL
             12.3.11 BT GROUP
     12.4 STARTUP/SME PROFILES 
             12.4.1 PYPESTREAM
             12.4.2 TECHSEE
             12.4.3 AIRCALL
             12.4.4 SENTIENT MACHINES
             12.4.5 NUBITEL
             12.4.6 JUSTCALL
             12.4.7 DAILER360
             12.4.8 SERVETEL
             12.4.9 NEODOVE
             12.4.10 RULAI
 
13 ADJACENT AND RELATED CLOUD-BASED CONTACT CENTER MARKETS (Page No. - 337)
     13.1 INTRODUCTION 
     13.2 CONVERSATIONAL AI MARKET - GLOBAL FORECAST TO 2030 
             13.2.1 MARKET DEFINITION
             13.2.2 MARKET OVERVIEW
             13.2.3 CONVERSATIONAL AI MARKET, BY OFFERING
                       TABLE 278 CONVERSATIONAL AI MARKET, BY OFFERING, 2019–2023 (USD MILLION)
                       TABLE 279 CONVERSATIONAL AI MARKET, BY OFFERING, 2024–2030 (USD MILLION)
             13.2.4 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION
                       TABLE 280 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION, 2019–2023 (USD MILLION)
                       TABLE 281 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION, 2024–2030 (USD MILLION)
             13.2.5 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE
                       TABLE 282 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE, 2019–2023 (USD MILLION)
                       TABLE 283 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE, 2024–2030 (USD MILLION)
             13.2.6 CONVERSATIONAL AI MARKET, BY INTEGRATION MODE
                       TABLE 284 CONVERSATIONAL AI MARKET, BY INTEGRATION MODE, 2019–2023 (USD MILLION)
                       TABLE 285 CONVERSATIONAL AI MARKET, BY INTEGRATION MODE, 2024–2030 (USD MILLION)
             13.2.7 CONVERSATIONAL AI MARKET, BY VERTICAL
                       TABLE 286 CONVERSATIONAL AI MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
                       TABLE 287 CONVERSATIONAL AI MARKET, BY VERTICAL, 2024–2030 (USD MILLION)
             13.2.8 CONVERSATIONAL AI MARKET, BY REGION
                       TABLE 288 CONVERSATIONAL AI MARKET, BY REGION, 2019–2023 (USD MILLION)
                       TABLE 289 CONVERSATIONAL AI MARKET, BY REGION, 2024–2030 (USD MILLION)
     13.3 CONTACT CENTER SOFTWARE MARKET - GLOBAL FORECAST TO 2028 
             13.3.1 MARKET DEFINITION
             13.3.2 MARKET OVERVIEW
             13.3.3 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT
                       TABLE 290 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION)
                       TABLE 291 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023–2028 (USD MILLION)
             13.3.4 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE
                       TABLE 292 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017–2022 (USD MILLION)
                       TABLE 293 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023–2028 (USD MILLION)
             13.3.5 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE
                       TABLE 294 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
                       TABLE 295 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
             13.3.6 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL
                       TABLE 296 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017–2022 (USD MILLION)
                       TABLE 297 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
             13.3.7 CONTACT CENTER SOFTWARE MARKET, BY REGION
                       TABLE 298 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017–2022 (USD MILLION)
                       TABLE 299 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023–2028 (USD MILLION)
 
14 APPENDIX (Page No. - 349)
     14.1 DISCUSSION GUIDE 
     14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 
     14.3 CUSTOMIZATION OPTIONS 
     14.4 RELATED REPORTS 
     14.5 AUTHOR DETAILS 

The cloud-based contact center market research study involved extensive secondary sources, directories, journals, and paid databases. Primary sources were mainly industry experts from the core and related industries, preferred cloud-based contact center providers, third-party service providers, consulting service providers, end users, and other commercial enterprises. In-depth interviews with primary respondents, including key industry participants and subject matter experts, were conducted to obtain and verify critical qualitative and quantitative information and assess the market’s prospects.

Secondary Research

In the secondary research process, various sources were referred to identify and collect information for this study. Secondary sources included annual reports, press releases, investor presentations of companies, white papers, journals, and certified publications, and articles from recognized authors, directories, and databases. The data was also collected from other secondary sources, such as journals, government websites, blogs, and vendor websites. Additionally, cloud-based contact center spending from various countries was extracted from the respective sources. Secondary research was mainly used to obtain key information related to the industry’s value chain and supply chain to identify key players based on solutions, services, market classification, and segmentation according to offerings of major players, industry trends related to software, services, communication channel, application, verticals, and regions, and key developments from both market- and technology-oriented perspectives.

Primary Research

In the primary research process, various supply and demand sources were interviewed to obtain qualitative and quantitative information on the market. The primary sources from the supply side included various industry experts, including Chief Experience Officers (CXOs); Vice Presidents (VPs); directors from business development, marketing, and cloud-based contact center expertise; related key executives from cloud-based contact center solution vendors, SIs, professional service providers, and industry associations; and key opinion leaders.

Primary interviews were conducted to gather insights, such as market statistics, revenue data from software and services, market breakups, market size estimations, market forecasts, and data triangulation. Primary research also helped understand various trends related to technologies, applications, deployments, and regions. Stakeholders from the demand side, such as Chief Information Officers (CIOs), Chief Technology Officers (CTOs), Chief Strategy Officers (CSOs), and end users using cloud-based contact center solutions, were interviewed to understand the buyer’s perspective on suppliers, products, service providers, and their current usage of cloud-based contact center software and services, which would impact the overall cloud-based contact center market.

Cloud-based Contact Center Market  Market Size, and Share

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

Market Size Estimation

Multiple approaches were adopted for estimating and forecasting the cloud-based contact center market. The first approach involves estimating the market size by summating companies’ revenue generated through the sale of solutions and services.

Market Size Estimation Methodology-Top-down approach

The top-down approach prepared an exhaustive list of all the vendors offering solutions and services in the cloud-based contact center market. The revenue contribution of the market vendors was estimated through annual reports, press releases, funding, investor presentations, paid databases, and primary interviews. Each vendor’s offerings were evaluated based on the breadth of software and services according to communication channel, application, vertical, and deployment models. The aggregate of all the companies’ revenue was extrapolated to reach the overall market size. Each subsegment was studied and analyzed for its global market size and regional penetration. The markets were triangulated through both primary and secondary research. The primary procedure included extensive interviews for key insights from industry leaders, such as CIOs, CEOs, VPs, directors, and marketing executives. The market numbers were further triangulated with the existing MarketsandMarkets’ repository for validation.

Market Size Estimation Methodology-Bottom-up approach

In the bottom-up approach, the adoption rate of cloud-based contact center solutions and services among different end users in key countries with respect to their regions contributing the most to the market share was identified. For cross-validation, the adoption of cloud-based contact center solutions and services among industries, along with different use cases with respect to their regions, was identified and extrapolated. Weightage was given to use cases identified in different regions for the market size calculation.

Based on the market numbers, the regional split was determined by primary and secondary sources. The procedure included the analysis of the cloud-based contact center market’s regional penetration. Based on secondary research, the regional spending on Information and Communications Technology (ICT), socio-economic analysis of each country, strategic vendor analysis of major cloud-based contact center providers, and organic and inorganic business development activities of regional and global players were estimated. With the data triangulation procedure and data validation through primary interviews, the exact values of the overall cloud-based contact center market size and segments’ size were determined and confirmed using the study.

Global Cloud-based contact center Market Size: Bottom-Up and Top-Down Approach:

Cloud-based Contact Center Market Market Bottom Up and Top Down Approach

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Data Triangulation

Based on the market numbers, the regional split was determined by primary and secondary sources. The procedure included the analysis of the cloud-based contact center market’s regional penetration. Based on secondary research, the regional spending on Information and Communications Technology (ICT), socio-economic analysis of each country, strategic vendor analysis of major cloud-based contact center providers, and organic and inorganic business development activities of regional and global players were estimated. With the data triangulation procedure and data validation through primaries, the exact values of the overall cloud-based contact center market size and segments’ size were determined and confirmed using the study.

Market Definition

A cloud-based contact center is an internet-based facility that handles all inbound and outbound customer communications for a company. It's a software solution that offers a comprehensive suite of tools and applications that allows users to deliver outstanding levels of customer service across multiple channels, including voice, SMS, email, and social media. Unlike business VoIP, cloud-based contact centers streamline customer communication across multiple channels, including phone, email, text, social media, and more. It offers advanced features one won’t find in an on-premise phone system.

Stakeholders

  • Application design and software developers
  • Business owners/executives
  • Business analysts
  • Contact center managers
  • Cloud service providers
  • Consulting service providers
  • Data scientists
  • Quality assurance analysts
  • Distributors and Value-added Resellers (VARs)
  • Government agencies
  • Independent Software Vendors (ISVs)
  • Market research and consulting firms
  • Support and maintenance service providers
  • System Integrators (SIs)/Migration service providers
  • Technology providers

Report Objectives

  • To define, describe, and predict the cloud-based contact center market by offering (software (type, engagement type, deployment mode) and services), communication channel, application, vertical, and region
  • To provide detailed information related to major factors (drivers, restraints, opportunities, and industry-specific challenges) influencing the market growth
  • To analyze the micro markets with respect to individual growth trends, prospects, and their contribution to the total market
  • To analyze the opportunities in the market for stakeholders by identifying the high-growth segments of the cloud-based contact center market
  • To analyze the opportunities in the market and provide details of the competitive landscape for stakeholders and market leaders
  • To forecast the market size of segments for five main regions: North America, Europe, Asia Pacific, Middle East & Africa, and Latin America
  • To profile key players and comprehensively analyze their market rankings and core competencies.
  • To analyze the competitive developments, such as partnerships, product launches, and mergers & acquisitions, in the cloud-based contact center market
  • To analyze the impact of recession across all regions in the cloud-based contact center market

Available Customizations

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

Product Analysis

  • Product quadrant, which gives a detailed comparison of the product portfolio of each company.

Geographic Analysis

  • Further breakup of the North American cloud-based contact center market
  • Further breakup of the European market
  • Further breakup of the Asia Pacific market
  • Further breakup of the Middle Eastern & African market
  • Further breakup of the Latin America cloud-based contact center market

Company Information

  • Detailed analysis and profiling of additional market players (up to five)
Custom Market Research Services

We will customize the research for you, in case the report listed above does not meet with your exact requirements. Our custom research will comprehensively cover the business information you require to help you arrive at strategic and profitable business decisions.

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  • What are the Known and Unknown Adjacencies Impacting the Cloud-based Contact Center Market
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