Cloud-Based Contact Center Market

Cloud-Based Contact Center Market by Component (Solutions and Services), Deployment Mode (Public and Private Cloud), Organization Size, Industry (BFSI, Telecommunications, and Retail and Consumer Goods) and Region - Global Forecast to 2027

Report Code: TC 2662 Jun, 2022, by marketsandmarkets.com

[301 Pages Report] The global cloud-based contact center market size is to grow from USD 17.1 billion in 2022 to USD 54.6 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 26.1% during the forecast period. The rise in demand for multi-channel customer contacts ensures successful customer service delivery. Organizations across the globe are dedicatedly investing in AI and ML technologies to improve user experience and stay competitive in the ever-changing market environment.

Cloud-Based Contact Center Market

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In Cloud-Based Contact Center Market Dynamics

Rising adoption of SMAC technologies

Contact centers are evolving rapidly from primary models where operations are deployed in a single channel to multi-channel, multi-function units for handling customer relationship management. Modern age contact centers manage in-bound and out-bound calls, emails, web inquiries, and chats worldwide. To achieve better results, organizations infuse their contact centers with robust social media, Mobile, Analytics, and Cloud (SMAC) technologies. These technologies enable organizations to expand the agility of their business operations by addressing dynamic customer preferences and the need for multi-channel consistency. Modern contact centers are focused on providing abilities, such as communication as a service, social media capabilities to handle queries originating from social media, smartphone access to provide contact center agents with the appropriate real-time information, video enablement to engage in face-to-face video calls, virtual contact centers to reduce costs and complexities, and advanced analytics to analyze unstructured data in bulk and deliver key insights into customer behavior.

Cyber-attacks impacting business operations

In today’s digital world, access to critical information has led to several challenges. One of these challenges is that enterprises storing sensitive data have become a major target for cybercriminals. Unfortunately, contact centers, which usually handle valuable customer information, are no exception. Contact centers regularly collect and store an enormous amount of customer information that attracts cybercriminals to target these contact centers. Recently, 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 have suffered cloud cyberattacks and are concerned about storing information in cloud. Enterprises need to be prepared with robust security solutions, which can be very expensive.

Enhanced customer experience to increase cloud-based contact center adoption

Customer experience is one of the most encouraging opportunities for businesses in the upcoming years as companies are focusing on customer experiences, reducing churn, and increasing revenue. Customer experience enables companies to have insightful interactions with their customers to understand their experiences related to specific products and services. Enhanced customer experience plays an important role in maintaining customer relationships and improving products and services based on customer feedback. Incorporating cutting-edge technologies, such as AI, ML, and analytics, enables organizations to connect with their customers for better, efficient, and insightful customer experiences. As not a single business can survive without customers, organizations are focused on building robust customer experience strategies to gain new loyal customers and retain existing customers.

Organizational, technical, and operational difficulties while moving contact centers in cloud

Cloud is one of the most demanded and dynamic technologies of modern business. It has transformed traditional business models and made new things possible in workplaces. Enterprises transform their contact centers to deliver innovative and flawless customer experiences. Most companies shift their contact centers to cloud as it offers several benefits, such as improved flexibility, cost reduction, real-time control, continuous innovation, integrated reporting, and manageable multi-site contact centers. Though there are many benefits to migrating contact centers to the cloud, it can be complex and contain inherent risks. Contact center migration to cloud is more visible than other cloud migration projects, and it can make the customer experience visible. This contains the potential risk of being amplified through social media as a “customer experience fail.” It is extremely complex and expensive to meet customer demands via multiple channels as it needs robust infrastructure to connect multiple channels and pass customer data between channels. Moreover, traditional software testing techniques fall short in these complex cloud environments.

The solution segment is expected to account for the larger market share during the forecast period

The market size of the solutions segment is expected to hold a larger market share during the forecast period. The cloud-based contact center solution includes omnichannel routing, workforce engagement management, reporting and analytics, customer engagement management, and others (including CTI, messaging, compliance, and data integration). The increasing trend of digitization and technological advancements has made contact center solution an extremely important entity to businesses as it mitigates the process of decision-making and helps companies streamline their businesses. Cloud-based contact center solution empowers organizations with several benefits, including improved access to customer data, improved communication and accountability, increased sales, and reduced costs. Furthermore, it helps organizations boost the productivity of organizations by reducing the time and efforts required to solve customer queries. It also enables organizations to strengthen customer relationships by efficiently allocating customer requests and queries to the right agents, thereby helping them improve their customer service.

North America is expected to hold the largest share during the forecast period

North America is one of the major contributors to the cloud-based contact center market. This region is an extremely open and competitive market in the adoption of cloud-based contact center solutions across the major industries. It is particularly responsive toward the adoption of the latest technological advancements. Some of the leading industries, such as BFSI, telecommunication, and IT and ITeS, are increasingly adopting cloud-based contact center solution and services. Enterprises in this region are adopting measures to minimize operational costs and increase ROI by enhancing customer’s satisfaction. The adoption of cloud-based contact center solutions is higher in North America as compared to other regions. The region is expected to grow at a CAGR of 22.6% during the forecast period. This is mainly due to the presence of various developed economies, such as Canada and the US, and the growing focus on innovations obtained from R&D and technology.

Cloud-Based Contact Center Market by Region

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Key Market Players

NICE (Israel), Genesys (US), Five9 (US), Vonage (US), Talkdesk (US), 8x8 (US), Cisco (US), Avaya (US), Serenova (US), Content Guru (US), Alvaria (US), RingCentral (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), Twilio (US), Vocalcom (France), Evolve IP (US), Pypestream (US), TechSee (US), AirCall (US), Nubitel (Singapore), JustCall (US), Sentiment Machines (UK) 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

2016–2027

Base year considered

2021

Forecast period

2022–2027

Forecast units

USD Million/Billion

Segments covered

By Component, Deployment Mode, ,Organization size, Vertical, and Region

Geographies covered

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

Companies covered

NICE (Israel), Genesys (US), Five9 (US), Vonage (US), Talkdesk (US), 8x8 (US), Cisco (US), Avaya (US), Serenova (US), Content Guru (US), Alvaria (US), RingCentral (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), Twilio (US), Vocalcom (France), Evolve IP (US), Pypestream (US), TechSee (US), AirCall (US), Nubitel (Singapore), JustCall (US), Sentiment Machines (UK) Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).

This research report categorizes cloud-based contact center market, By Component, Deployment Mode, ,Organization size, Vertical, and Region.

By Component:

  • Solutions
    • Omnichannel Routing
    • Workforce Engagement Management
    • Reporting and Analytics
    • Customer Engagement Management
    • Other Solutions
  • Services
    • Professional Services
      • Training & Consulting
      • System integration & implementations
      • Support & Maintenance
    • Managed Services

By Deployment Mode

  • Private cloud
  • Public cloud

By Organzisation Size

  • SMEs
  • Large Enterprises

By Verticals

  • Banking, Financial Services, And Insurance
  • Telecommunications
  • IT and Ites
  • Government and Public Sector
  • retail and consumer goods
  • Manufacturing
  • energy and utilities
  • media and entertainment
  • Healthcare and Life Sciences
  • Other Verticals

By Region

  • North America
    • US
    • Canada
  • Europe
    • United Kingdom
    • Germany
    • France
    • Rest of Europe
  • Asia Pacific
    • China
    • India
    • Japan
    • ANZ
    • Indonesia
    • Rest of Asia Pacific
  • Middle East & Africa
    • KSA
    • united arab emirates
    • South Africa
    • Rest of Middle East & Africa
  • Latin America
  • Brazil
  • Mexico
  • Rest of Latin America

Recent Developments:

  • In March 2022, 8x8 launched a new 8x8 Contact Center composed experience transforming the contact center agent role. 8x8 Agent Workspace is a fully browser-based, design-led interface, delivering a tailored and intuitive experience that uniquely blends contact center and unified communications capabilities in a single application
  • In March 2022, 8X8 launched the continued global growth and customer adoption of the 8x8 XCaaS solution. 8x8 XCaaS includes an integrated cloud contact center, voice, team chat, video meetings, and CPaaS embeddable APIs capabilities in a single-vendor solution.
  • In December 2021, storm SCIM improves administration efficiency for large contact centers, by automating agent provisioning and removing the need to manually add, remove or update users. SCIM gives back valuable work time to administrators by automatically provisioning users, freeing up time to spend on more complex matters. With SCIM, an organization’s provisioning process is completed quickly and securely, creating accounts for new agents right away and removing them for leavers.
  • In October 2021, Nice announced the next leap in customer experience (CX) with the introduction of Customer Experience Interactions (CXi), a new framework delivered through a unified suite of applications on the CXone platform. CXi empowers organizations to intelligently meet their customers wherever their journey begins, enables resolution through AI and data-driven self-service, and prepares agents to successfully resolve any customer needs event.
  • In October 2021, Talkdesk introduced Talkdesk Insurance Smart Service, an enterprise-grade contact center solution tailor-made to elevate the policyholder and agent experiences. The new solution will provide a better way to alleviate the industries’ most critical customer experience (CX) pain points and expedite claims processing. Combining self-service and agent assist capabilities with artificial intelligence (AI) and out-of-the-box CRM integrations, Insurance Smart Service modernizes the policyholder and agent experience to deliver more convenient, personalized engagements, and faster claims resolution.

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TABLE OF CONTENTS

1 INTRODUCTION (Page No. - 28)
    1.1 OBJECTIVES OF THE STUDY
    1.2 MARKET DEFINITION
           1.2.1 INCLUSIONS AND EXCLUSIONS
    1.3 MARKET SCOPE
           1.3.1 MARKET SEGMENTATION
           1.3.2 REGIONS COVERED
           1.3.3 YEARS CONSIDERED
    1.4 CURRENCY CONSIDERED
           TABLE 1 US DOLLAR EXCHANGE RATE, 2019–2021
    1.5 STAKEHOLDERS
    1.6 SUMMARY OF CHANGES

2 RESEARCH METHODOLOGY (Page No. - 34)
    2.1 RESEARCH DATA
           FIGURE 1 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN
           2.1.1 SECONDARY DATA
           2.1.2 PRIMARY DATA
                    TABLE 2 PRIMARY INTERVIEWS
                    2.1.2.1 Breakup of primary profiles
                    2.1.2.2 Key industry insights
    2.2 MARKET BREAKUP AND DATA TRIANGULATION
           FIGURE 2 DATA TRIANGULATION
    2.3 MARKET SIZE ESTIMATION
           FIGURE 3 MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
           2.3.1 TOP-DOWN APPROACH
           2.3.2 BOTTOM-UP APPROACH
                    FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 1) (SUPPLY SIDE): REVENUE OF SOLUTIONS/SERVICES OF MARKET
                    FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 2), BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF MARKET
                    FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 3), BOTTOM-UP (DEMAND SIDE): SIZE OF CLOUD-BASED CONTACT CENTER MARKET THROUGH OVERALL CLOUD-BASED CONTACT CENTER SPENDING
    2.4 MARKET FORECAST
           TABLE 3 FACTOR ANALYSIS
    2.5 COMPANY EVALUATION MATRIX METHODOLOGY
           FIGURE 7 COMPANY EVALUATION MATRIX: CRITERIA WEIGHT
    2.6 COMPETITIVE EVALUATION MATRIX METHODOLOGY FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS
           FIGURE 8 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS/SMES: CRITERIA WEIGHT
    2.7 ASSUMPTIONS FOR THE STUDY
    2.8 STUDY LIMITATIONS

3 EXECUTIVE SUMMARY (Page No. - 48)
    TABLE 4 GLOBAL CLOUD-BASED CONTACT CENTER MARKET AND GROWTH RATE, 2016–2021 (USD MILLION, Y-O-Y%)
    TABLE 5 GLOBAL MARKET AND GROWTH RATE, 2022–2027 (USD MILLION, Y-O-Y%)
    FIGURE 9 SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022
    FIGURE 10 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SHARE IN 2022
    FIGURE 11 PUBLIC CLOUD SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022
    FIGURE 12 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE IN 2022
    FIGURE 13 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE IN 2022

4 PREMIUM INSIGHTS (Page No. - 53)
    4.1 ATTRACTIVE OPPORTUNITIES IN MARKET
           FIGURE 14 INCREASING DEMAND FOR MULTICHANNEL CUSTOMER CONTACTS BOOSTING MARKET GROWTH
    4.2 MARKET, BY VERTICAL
           FIGURE 15 BFSI SEGMENT EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE FROM 2022 TO 2027
    4.3 MARKET, BY REGION
           FIGURE 16 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027
    4.4 MARKET, BY SOLUTION AND VERTICAL
           FIGURE 17 OMNICHANNEL ROUTING AND BFSI SEGMENTS EXPECTED TO ACCOUNT FOR SIGNIFICANT MARKET SHARES

5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 56)
    5.1 INTRODUCTION
           FIGURE 18 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
           5.1.1 DRIVERS
                    5.1.1.1 Rising adoption of SMAC technologies
                    5.1.1.2 Role of social media in cloud-based contact center operations
                    5.1.1.3 Benefits of SMAC technologies in contact centers
                    5.1.1.4 Increasing adoption of cloud-based contact centers due to COVID-19
                               FIGURE 19 IMPACT OF COVID-19 ON CALL CENTER VOLUME
                    5.1.1.5 Rising number of channels to reach end-customers
                    5.1.1.6 Growing need for personalized and streamlined customer interactions
                    5.1.1.7 Faster deployment, scalability, and flexibility of cloud-based contact centers
                    5.1.1.8 Better business continuity with cloud-based contact centers
           5.1.2 RESTRAINTS
                    5.1.2.1 Inadequate network bandwidth in emerging economies
                    5.1.2.2 Cyber-attacks impacting business operations
           5.1.3 OPPORTUNITIES
                    5.1.3.1 Enhanced customer experience to increase cloud-based contact center adoption
                               FIGURE 20 MOST EXCITING BUSINESS OPPORTUNITY
                    5.1.3.2 Need to analyze audio conversations in real-time
                    5.1.3.3 Shifting focus of enterprises on work from home culture
                    5.1.3.4 Implementation of AI, analytics, and NLP capabilities to add value to existing cloud-based contact centers
                               FIGURE 21 ROLE OF ARTIFICIAL INTELLIGENCE IN CONTACT CENTER TRANSFORMATION
           5.1.4 CHALLENGES
                    5.1.4.1 Privacy and data security aspects
                    5.1.4.2 Organizational, technical, and operational difficulties while moving contact centers in cloud
                    5.1.4.3 Integration of mobility with existing capabilities
                               FIGURE 22 INTEGRATION OF MOBILITY IN EXISTING CAPABILITIES OF CONTACT CENTERS
    5.2 COVID-19-DRIVEN MARKET DYNAMICS
           5.2.1 DRIVERS AND OPPORTUNITIES
           5.2.2 RESTRAINTS AND CHALLENGES
    5.3 CLOUD-BASED CONTACT CENTER: EVOLUTION
           FIGURE 23 EVOLUTION OF CLOUD-BASED CONTACT CENTER
    5.4 CASE STUDY ANALYSIS
           5.4.1 CASE STUDY 1: BANKING, FINANCIAL SERVICES, AND INSURANCE
           5.4.2 CASE STUDY 2: RETAIL
           5.4.3 CASE STUDY 3: HEALTHCARE
           5.4.4 CASE STUDY 4: TELECOMMUNICATIONS
           5.4.5 CASE STUDY 5: INFORMATION TECHNOLOGY
           5.4.6 CASE STUDY 6: GOVERNMENT
           5.4.7 CASE STUDY 7: MEDIA AND ENTERTAINMENT
           5.4.8 CASE STUDY 8: ENERGY AND UTILITIES
           5.4.9 CASE STUDY 9: MANUFACTURING
    5.5 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS
           FIGURE 24 MARKET: VALUE CHAIN ANALYSIS
    5.6 MARKET ECOSYSTEM
           FIGURE 25 MARKET ECOSYSTEM
    5.7 MARKET: COVID-19 IMPACT
    5.8 TRENDS AND DISRUPTIONS IMPACTING BUYERS
           FIGURE 26 REVENUE SHIFT FOR MARKET
    5.9 TECHNOLOGY ANALYSIS
           5.9.1 ADVANCED ANALYTICS
                    5.9.1.1 Data analytics
                    5.9.1.2 Speech analytics
                    5.9.1.3 Sentiment analytics
           5.9.2 ARTIFICIAL INTELLIGENCE
                    5.9.2.1 Machine learning
                    5.9.2.2 Natural language processing
    5.10 PRICING ANALYSIS
           TABLE 6 CLOUD-BASED CONTACT CENTER MARKET: PRICING MODEL ANALYSIS, 2021
    5.11 PATENT ANALYSIS
                    FIGURE 27 TOP TEN COMPANIES WITH HIGHEST PATENT APPLICATIONS
                    TABLE 7 TOP TWENTY PATENT OWNERS (US)
                    FIGURE 28 NUMBER OF PATENTS GRANTED IN A YEAR, 2013–2021
    5.12 PORTER’S FIVE FORCES ANALYSIS
                    FIGURE 29 MARKET: PORTER’S FIVE FORCES ANALYSIS
                    TABLE 8 MARKET: PORTER’S FIVE FORCES ANALYSIS
           5.12.1 THREAT OF NEW ENTRANTS
           5.12.2 THREAT OF SUBSTITUTES
           5.12.3 BARGAINING POWER OF SUPPLIERS
           5.12.4 BARGAINING POWER OF BUYERS
           5.12.5 INTENSITY OF COMPETITIVE RIVALRY

6 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT (Page No. - 80)
    6.1 INTRODUCTION
           FIGURE 30 SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022
           6.1.1 COMPONENT: MARKET DRIVERS
           6.1.2 COMPONENT: COVID-19 IMPACT
                    TABLE 9 MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                    TABLE 10 MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
    6.2 SOLUTIONS
           FIGURE 31 REPORTING AND ANALYTICS SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
           TABLE 11 MARKET, BY SOLUTION, 2016–2021 (USD MILLION)
           TABLE 12 MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
           TABLE 13 SOLUTIONS: MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 14 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION)
           6.2.1 OMNICHANNEL ROUTING
                    6.2.1.1 Digital channels
                    6.2.1.2 Interactive voice response
                    6.2.1.3 Automatic call distributors
                    6.2.1.4 Dialers
                    6.2.1.5 Virtual agents
                               TABLE 15 OMNICHANNEL ROUTING: MARKET, BY REGION, 2016–2021 (USD MILLION)
                               TABLE 16 OMNICHANNEL ROUTING: MARKET, BY REGION, 2022–2027 (USD MILLION)
           6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT
                    6.2.2.1 Workforce optimization
                    6.2.2.2 Call recording and quality management
                               TABLE 17 WORKFORCE ENGAGEMENT MANAGEMENT: MARKET, BY REGION, 2016–2021 (USD MILLION)
                               TABLE 18 WORKFORCE ENGAGEMENT MANAGEMENT: MARKET, BY REGION, 2022–2027 (USD MILLION)
           6.2.3 REPORTING AND ANALYTICS
                    6.2.3.1 Historical and customized reports
                    6.2.3.2 Speech analytics
                    6.2.3.3 Text analytics
                               TABLE 19 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION)
                               TABLE 20 REPORTING AND ANALYTICS: MARKET, BY REGION, 2022–2027 (USD MILLION)
           6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT
                    TABLE 21 CUSTOMER ENGAGEMENT MANAGEMENT: MARKET, BY REGION, 2016–2021 (USD MILLION)
                    TABLE 22 CUSTOMER ENGAGEMENT MANAGEMENT: MARKET, BY REGION, 2022–2027 (USD MILLION)
           6.2.5 OTHER SOLUTIONS
                    TABLE 23 OTHER SOLUTIONS: MARKET, BY REGION, 2016–2021 (USD MILLION)
                    TABLE 24 OTHER SOLUTIONS: MARKET, BY REGION, 2022–2027(USD MILLION)
    6.3 SERVICES
           6.3.1 CONSULTING
           6.3.2 IMPLEMENTATION AND INTEGRATION
           6.3.3 TRAINING AND SUPPORT AND MAINTENANCE
                    TABLE 25 SERVICES: MARKET, BY REGION, 2016–2021 (USD MILLION)
                    TABLE 26 SERVICES: MARKET, BY REGION, 2022–2027 (USD MILLION)

7 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE (Page No. - 96)
    7.1 INTRODUCTION
           FIGURE 32 PUBLIC CLOUD SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022
           7.1.1 DEPLOYMENT MODE: MARKET DRIVERS
           7.1.2 DEPLOYMENT MODE: COVID-19 IMPACT
                    TABLE 27 MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                    TABLE 28 MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
    7.2 PUBLIC CLOUD
           TABLE 29 PUBLIC CLOUD: MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 30 PUBLIC CLOUD: MARKET, BY REGION, 2022–2027 (USD MILLION)
    7.3 PRIVATE CLOUD
           TABLE 31 PRIVATE CLOUD: MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 32 PRIVATE CLOUD: MARKET, BY REGION, 2022–2027 (USD MILLION)

8 MARKET, BY ORGANIZATION SIZE (Page No. - 101)
    8.1 INTRODUCTION
           FIGURE 33 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022
           8.1.1 ORGANIZATION SIZE: MARKET DRIVERS
           8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT
                    TABLE 33 MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                    TABLE 34 MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
    8.2 LARGE ENTERPRISES
           TABLE 35 LARGE ENTERPRISES: MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 36 LARGE ENTERPRISES: MARKET, BY REGION, 2022–2027 (USD MILLION)
    8.3 SMALL AND MEDIUM-SIZED ENTERPRISES
           TABLE 37 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 38 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET, BY REGION, 2022–2027 (USD MILLION)

9 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL (Page No. - 106)
    9.1 INTRODUCTION
           FIGURE 34 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE IN 2022
           9.1.1 VERTICAL: MARKET DRIVERS
           9.1.2 VERTICAL: COVID-19 IMPACT
                    TABLE 39 MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
                    TABLE 40 MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
    9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
           TABLE 41 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 42 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET, BY REGION, 2022–2027 (USD MILLION)
    9.3 TELECOMMUNICATIONS
           TABLE 43 TELECOMMUNICATIONS: MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 44 TELECOMMUNICATIONS: MARKET, BY REGION, 2022–2027 (USD MILLION)
    9.4 IT AND ITES
           TABLE 45 IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 46 IT AND ITES: MARKET, BY REGION, 2022–2027 (USD MILLION)
    9.5 GOVERNMENT AND PUBLIC SECTOR
           TABLE 47 GOVERNMENT AND PUBLIC SECTOR: MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 48 GOVERNMENT AND PUBLIC SECTOR: MARKET, BY REGION, 2022–2027 (USD MILLION)
    9.6 RETAIL AND CONSUMER GOODS
           TABLE 49 RETAIL AND CONSUMER GOODS: MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 50 RETAIL AND CONSUMER GOODS: MARKET, BY REGION, 2022–2027 (USD MILLION)
    9.7 MANUFACTURING
           TABLE 51 MANUFACTURING: MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 52 MANUFACTURING: MARKET, BY REGION, 2022–2027 (USD MILLION)
    9.8 ENERGY AND UTILITIES
           TABLE 53 ENERGY AND UTILITIES: MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 54 ENERGY AND UTILITIES: MARKET, BY REGION, 2022–2027 (USD MILLION)
    9.9 MEDIA AND ENTERTAINMENT
           TABLE 55 MEDIA AND ENTERTAINMENT: MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 56 MEDIA AND ENTERTAINMENT: MARKET, BY REGION, 2022–2027 (USD MILLION)
    9.10 HEALTHCARE AND LIFE SCIENCES
           TABLE 57 HEALTHCARE AND LIFE SCIENCES: MARKET, BY REGION, 2016–2021 (USD MILLION)
           TABLE 58 HEALTHCARE AND LIFE SCIENCES: MARKET, BY REGION, 2022–2027 (USD MILLION)
    9.11 OTHER VERTICALS
                    TABLE 59 OTHER VERTICALS: MARKET, BY REGION, 2016–2021 (USD MILLION)
                    TABLE 60 OTHER VERTICALS: MARKET, BY REGION, 2022–2027 (USD MILLION)

10 CLOUD-BASED CONTACT CENTER MARKET, BY REGION (Page No. - 122)
     10.1 INTRODUCTION
               FIGURE 35 ASIA PACIFIC EXPECTED TO ACCOUNT FOR HIGHEST CAGR DURING FORECAST PERIOD
               TABLE 61 MARKET, BY REGION, 2016–2021 (USD MILLION)
               TABLE 62 MARKET, BY REGION, 2022–2027 (USD MILLION)
     10.2 NORTH AMERICA
             10.2.1 NORTH AMERICA: MARKET DRIVERS
             10.2.2 NORTH AMERICA: COVID-19 IMPACT
             10.2.3 NORTH AMERICA: REGULATORY IMPLICATIONS
             10.2.4 US SECURITIES AND EXCHANGE COMMISSION
             10.2.5 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001
             10.2.6 CALIFORNIA CONSUMER PRIVACY ACT
             10.2.7 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996
             10.2.8 SARBANES-OXLEY ACT OF 2002
                       FIGURE 36 NORTH AMERICA: MARKET SNAPSHOT
                       TABLE 63 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 64 NORTH AMERICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 65 NORTH AMERICA: MARKET, BY SOLUTION, 2016–2021 (USD MILLION)
                       TABLE 66 NORTH AMERICA: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
                       TABLE 67 NORTH AMERICA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 68 NORTH AMERICA: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 69 NORTH AMERICA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 70 NORTH AMERICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                       TABLE 71 NORTH AMERICA: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
                       TABLE 72 NORTH AMERICA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
                       TABLE 73 NORTH AMERICA: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
                       TABLE 74 NORTH AMERICA: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
             10.2.9 US
                       TABLE 75 US: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 76 US: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 77 US: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 78 US: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 79 US: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 80 US: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
               10.2.10 CANADA
                                   TABLE 81 CANADA: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                                   TABLE 82 CANADA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                                   TABLE 83 CANADA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                                   TABLE 84 CANADA: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                                   TABLE 85 CANADA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                                   TABLE 86 CANADA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
     10.3 EUROPE
             10.3.1 EUROPE: MARKET DRIVERS
             10.3.2 EUROPE: COVID-19 IMPACT
             10.3.3 EUROPE: REGULATORY IMPLICATIONS
             10.3.4 GENERAL DATA PROTECTION REGULATION
             10.3.5 EUROPEAN CYBERSECURITY ACT
                       TABLE 87 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 88 EUROPE: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 89 EUROPE: MARKET, BY SOLUTION, 2016–2021 (USD MILLION)
                       TABLE 90 EUROPE: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
                       TABLE 91 EUROPE: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 92 EUROPE: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 93 EUROPE: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 94 EUROPE: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                       TABLE 95 EUROPE: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
                       TABLE 96 EUROPE: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
                       TABLE 97 EUROPE: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
                       TABLE 98 EUROPE: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
             10.3.6 UK
                       TABLE 99 UK: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 100 UK: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 101 UK: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 102 UK: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 103 UK: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 104 UK: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
             10.3.7 GERMANY
                       TABLE 105 GERMANY: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 106 GERMANY: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 107 GERMANY: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 108 GERMANY: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 109 GERMANY: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 110 GERMANY: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
             10.3.8 FRANCE
                       TABLE 111 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 112 FRANCE: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 113 FRANCE: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 114 FRANCE: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 115 FRANCE: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 116 FRANCE: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
             10.3.9 REST OF EUROPE
                       TABLE 117 REST OF EUROPE: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 118 REST OF EUROPE: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 119 REST OF EUROPE: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 120 REST OF EUROPE: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 121 REST OF EUROPE: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 122 REST OF EUROPE: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
     10.4 ASIA PACIFIC
             10.4.1 ASIA PACIFIC: MARKET DRIVERS
             10.4.2 ASIA PACIFIC: COVID-19 IMPACT
             10.4.3 ASIA PACIFIC: REGULATORY IMPLICATIONS
             10.4.4 PERSONAL DATA PROTECTION ACT
             10.4.5 SINGAPORE STANDARD SS 564
             10.4.6 INTERNET DATA CENTER IN CHINA
                       FIGURE 37 ASIA PACIFIC: REGIONAL SNAPSHOT
                       TABLE 123 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 124 ASIA PACIFIC: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 125 ASIA PACIFIC: MARKET, BY SOLUTION, 2016–2021 (USD MILLION)
                       TABLE 126 ASIA PACIFIC: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
                       TABLE 127 ASIA PACIFIC: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 128 ASIA PACIFIC: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 129 ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 130 ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                       TABLE 131 ASIA PACIFIC: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
                       TABLE 132 ASIA PACIFIC: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
                       TABLE 133 ASIA PACIFIC: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
                       TABLE 134 ASIA PACIFIC: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
             10.4.7 CHINA
                       TABLE 135 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 136 CHINA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 137 CHINA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 138 CHINA: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 139 CHINA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 140 CHINA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
             10.4.8 JAPAN
                       TABLE 141 JAPAN: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 142 JAPAN: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 143 JAPAN: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 144 JAPAN: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 145 JAPAN: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 146 JAPAN: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
             10.4.9 INDIA
                       TABLE 147 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 148 INDIA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 149 INDIA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 150 INDIA: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 151 INDIA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 152 INDIA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
             10.4.10 AUSTRALIA AND NEW ZEALAND
                       TABLE 153 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 154 AUSTRALIA AND NEW ZEALAND: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 155 AUSTRALIA AND NEW ZEALAND: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 156 AUSTRALIA AND NEW ZEALAND: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 157 AUSTRALIA AND NEW ZEALAND: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 158 AUSTRALIA AND NEW ZEALAND: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
               10.4.11 INDONESIA
                                   TABLE 159 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                                   TABLE 160 INDONESIA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                                   TABLE 161 INDONESIA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                                   TABLE 162 INDONESIA: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                                   TABLE 163 INDONESIA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                                   TABLE 164 INDONESIA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
               10.4.12 REST OF ASIA PACIFIC
                                   TABLE 165 REST OF ASIA PACIFIC: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                                   TABLE 166 REST OF ASIA PACIFIC: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                                   TABLE 167 REST OF ASIA PACIFIC: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                                   TABLE 168 REST OF ASIA PACIFIC: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                                   TABLE 169 REST OF ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                                   TABLE 170 REST OF ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
     10.5 MIDDLE EAST AND AFRICA (MEA)
             10.5.1 MIDDLE EAST AND AFRICA: MARKET DRIVERS
             10.5.2 MIDDLE EAST AND AFRICA: COVID-19 IMPACT
             10.5.3 MIDDLE EAST AND AFRICA: REGULATORY IMPLICATIONS
             10.5.4 PERSONAL DATA PROTECTION LAW
             10.5.5 CLOUD COMPUTING REGULATORY FRAMEWORK
                       TABLE 171 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 172 MIDDLE EAST AND AFRICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 173 MIDDLE EAST AND AFRICA: MARKET, BY SOLUTION, 2016–2021 (USD MILLION)
                       TABLE 174 MIDDLE EAST AND AFRICA: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
                       TABLE 175 MIDDLE EAST AND AFRICA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 176 MIDDLE EAST AND AFRICA: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 177 MIDDLE EAST AND AFRICA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 178 MIDDLE EAST AND AFRICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                       TABLE 179 MIDDLE EAST AND AFRICA: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
                       TABLE 180 MIDDLE EAST AND AFRICA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
                       TABLE 181 MIDDLE EAST AND AFRICA: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
                       TABLE 182 MIDDLE EAST AND AFRICA: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
             10.5.6 SAUDI ARABIA
                       TABLE 183 SAUDI ARABIA: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 184 SAUDI ARABIA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 185 SAUDI ARABIA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 186 SAUDI ARABIA: MARKET SIZE, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 187 SAUDI ARABIA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 188 SAUDI ARABIA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
             10.5.7 UAE
                       TABLE 189 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 190 UAE: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 191 UAE: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 192 UAE: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 193 UAE: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 194 UAE: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
             10.5.8 SOUTH AFRICA
                       TABLE 195 SOUTH AFRICA: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 196 SOUTH AFRICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 197 SOUTH AFRICA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 198 SOUTH AFRICA: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 199 SOUTH AFRICA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 200 SOUTH AFRICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
             10.5.9 REST OF MIDDLE EAST AND AFRICA
                       TABLE 201 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 202 REST OF MIDDLE EAST AND AFRICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 203 REST OF MIDDLE EAST AND AFRICA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 204 REST OF MIDDLE EAST AND AFRICA: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 205 REST OF MIDDLE EAST AND AFRICA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 206 REST OF MIDDLE EAST AND AFRICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
     10.6 LATIN AMERICA
             10.6.1 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
             10.6.2 LATIN AMERICA: COVID-19 IMPACT
             10.6.3 LATIN AMERICA: REGULATORY IMPLICATIONS
             10.6.4 FEDERAL LAW ON PROTECTION OF PERSONAL DATA HELD BY INDIVIDUALS
                       TABLE 207 LATIN AMERICA: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 208 LATIN AMERICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 209 LATIN AMERICA: MARKET, BY SOLUTION, 2016–2021 (USD MILLION)
                       TABLE 210 LATIN AMERICA: MARKET, BY SOLUTION, 2022–2027 (USD MILLION)
                       TABLE 211 LATIN AMERICA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 212 LATIN AMERICA: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 213 LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 214 LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                       TABLE 215 LATIN AMERICA: MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
                       TABLE 216 LATIN AMERICA: MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
                       TABLE 217 LATIN AMERICA: MARKET, BY COUNTRY, 2016–2021 (USD MILLION)
                       TABLE 218 LATIN AMERICA: MARKET, BY COUNTRY, 2022–2027 (USD MILLION)
             10.6.5 BRAZIL
                       TABLE 219 BRAZIL: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 220 BRAZIL: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 221 BRAZIL: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 222 BRAZIL: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 223 BRAZIL: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 224 BRAZIL: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
             10.6.6 MEXICO
                       TABLE 225 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 226 MEXICO: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 227 MEXICO: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 228 MEXICO: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 229 MEXICO: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 230 MEXICO: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
             10.6.7 REST OF LATIN AMERICA
                       TABLE 231 REST OF LATIN AMERICA: MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                       TABLE 232 REST OF LATIN AMERICA: MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                       TABLE 233 REST OF LATIN AMERICA: MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 234 REST OF LATIN AMERICA: MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 235 REST OF LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 236 REST OF LATIN AMERICA: MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)

11 COMPETITIVE LANDSCAPE (Page No. - 201)
     11.1 KEY PLAYER STRATEGIES
               TABLE 237 OVERVIEW OF STRATEGIES DEPLOYED BY KEY PLAYERS IN CLOUD-BASED CONTACT CENTER MARKET
     11.2 MARKET EVALUATION FRAMEWORK
               FIGURE 38 MARKET EVALUATION FRAMEWORK, 2019–2022
     11.3 MARKET SHARE ANALYSIS
               FIGURE 39 MARKET SHARE ANALYSIS OF COMPANIES IN MARKET, 2022
     11.4 HISTORICAL REVENUE ANALYSIS OF LEADING PLAYERS
               FIGURE 40 REVENUE ANALYSIS OF TOP FIVE LEADING PLAYERS, 2019–2021
     11.5 COMPANY EVALUATION MATRIX
             11.5.1 DEFINITIONS AND METHODOLOGY
                       TABLE 238 COMPANY EVALUATION MATRIX: CRITERIA AND WEIGHT
             11.5.2 STARS
             11.5.3 EMERGING LEADERS
             11.5.4 PERVASIVE PLAYERS
             11.5.5 PARTICIPANTS
                       FIGURE 41 CLOUD-BASED CONTACT CENTER MARKET (GLOBAL): COMPANY EVALUATION MATRIX, 2022
     11.6 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS
             11.6.1 DEFINITIONS AND METHODOLOGY
                       TABLE 239 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS: CRITERIA WEIGHT
             11.6.2 PROGRESSIVE COMPANIES
             11.6.3 RESPONSIVE COMPANIES
             11.6.4 DYNAMIC COMPANIES
             11.6.5 STARTING BLOCKS
                       FIGURE 42 CLOUD-BASED CONTACT CENTER MARKET (GLOBAL): SME/START-UP EVALUATION MATRIX, 2022
     11.7 COMPETITIVE SCENARIO
             11.7.1 PRODUCT LAUNCHES
                       TABLE 240 PRODUCT LAUNCHES, 2019–2022
             11.7.2 DEALS
                       TABLE 241 DEALS, 2018–2022

12 COMPANY PROFILES (Page No. - 226)
     12.1 INTRODUCTION
     12.2 KEY PLAYERS
(Business Overview, Products, Solutions & Services, Recent Developments, MnM View)*
             12.2.1 NICE
                       TABLE 242 NICE: BUSINESS OVERVIEW
                       FIGURE 43 NICE: COMPANY SNAPSHOT
                       TABLE 243 NICE: SOLUTIONS OFFERED
                       TABLE 244 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 245 NICE: DEALS
             12.2.2 GENESYS
                       TABLE 246 GENESYS: BUSINESS OVERVIEW
                       TABLE 247 GENESYS: SOLUTIONS OFFERED
                       TABLE 248 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 249 GENESYS: DEALS
             12.2.3 FIVE9
                       TABLE 250 FIVE9: BUSINESS OVERVIEW
                       FIGURE 44 FIVE9: COMPANY SNAPSHOT
                       TABLE 251 FIVE9: SOLUTIONS OFFERED
                       TABLE 252 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 253 FIVE9: DEALS
             12.2.4 VONAGE
                       TABLE 254 VONAGE: BUSINESS OVERVIEW
                       FIGURE 45 VONAGE: COMPANY SNAPSHOT
                       TABLE 255 VONAGE: SOLUTIONS OFFERED
                       TABLE 256 VONAGE: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 257 VONAGE: DEALS
             12.2.5 TALKDESK
                       TABLE 258 TALKDESK: BUSINESS OVERVIEW
                       TABLE 259 TALKDESK: SOLUTIONS OFFERED
                       TABLE 260 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 261 TALKDESK: DEALS
             12.2.6 8X8
                       TABLE 262 8X8: BUSINESS OVERVIEW
                       FIGURE 46 8X8: COMPANY SNAPSHOT
                       TABLE 263 8X8: SOLUTIONS OFFERED
                       TABLE 264 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 265 8X8: DEALS
             12.2.7 CISCO
                       TABLE 266 CISCO: BUSINESS OVERVIEW
                       FIGURE 47 CISCO: COMPANY SNAPSHOT
                       TABLE 267 CISCO: SOLUTIONS OFFERED
                       TABLE 268 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 269 CISCO: DEALS
             12.2.8 AVAYA
                       TABLE 270 AVAYA: BUSINESS OVERVIEW
                       FIGURE 48 AVAYA: COMPANY SNAPSHOT
                       TABLE 271 AVAYA: SOLUTIONS OFFERED
                       TABLE 272 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 273 AVAYA: DEALS
             12.2.9 SERENOVA
                       TABLE 274 SERENOVA: BUSINESS OVERVIEW
                       TABLE 275 SERENOVA: SOLUTIONS OFFERED
                       TABLE 276 SERENOVA: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 277 SERENOVA: DEALS
             12.2.10 CONTENT GURU
                       TABLE 278 CONTENT GURU: BUSINESS OVERVIEW
                       TABLE 279 CONTENT GURU: SOLUTIONS OFFERED
                       TABLE 280 CONTENT GURU: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 281 CONTENT GURU: DEALS
             12.2.11 ALVARIA
             12.2.12 RINGCENTRAL
             12.2.13 ENGHOUSE INTERACTIVE
             12.2.14 3CLOGIC
             12.2.15 AMEYO
             12.2.16 TWILIO
             12.2.17 VOCALCOM
             12.2.18 EVOLVE IP
*Details on Business Overview, Products, Solutions & Services, Recent Developments, MnM View might not be captured in case of unlisted companies.
     12.3 STARTUP/SME PROFILES
             12.3.1 PYPESTREAM
             12.3.2 TECHSEE
             12.3.3 AIRCALL
             12.3.4 SENTIMENT MACHINES
             12.3.5 NUBITEL
             12.3.6 JUSTCALL
             12.3.7 DIALER360
             12.3.8 SERVETEL
             12.3.9 NEODOVE
             12.3.10 RULAI

13 ADJACENT AND RELATED MARKETS (Page No. - 281)
     13.1 INTRODUCTION
             13.1.1 RELATED MARKETS
             13.1.2 LIMITATIONS
     13.2 CONTACT CENTER SOFTWARE MARKET
             13.2.1 MARKET DEFINITION
                       13.2.1.1 Contact center software market, by component
                                   TABLE 282 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2016–2019 (USD MILLION)
                                   TABLE 283 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2020–2026 (USD MILLION)
                                   TABLE 284 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2020–2026 (USD MILLION)
                                   TABLE 285 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2020–2026 (USD MILLION)
                       13.2.1.2 Contact center software market, by organization size
                                   TABLE 286 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
                                   TABLE 287 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
                       13.2.1.3 Contact center software market, by deployment mode
                                   TABLE 288 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2016–2019 (USD MILLION)
                                   TABLE 289 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2020–2026 (USD MILLION)
                       13.2.1.4 Contact center software market, by industry
                                   TABLE 290 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2016–2019 (USD MILLION)
                                   TABLE 291 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2020–2026 (USD MILLION)
                       13.2.1.5 Contact center software market, by region
                                   TABLE 292 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016–2019 (USD MILLION)
                                   TABLE 293 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2020–2026 (USD MILLION)
     13.3 CONTACT CENTER ANALYTICS MARKET
             13.3.1 MARKET DEFINITION
                       13.3.1.1 Contact center analytics market, by component
                                   TABLE 294 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016–2021 (USD MILLION)
                                   TABLE 295 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022–2027 (USD MILLION)
                                   TABLE 296 CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022–2027 (USD MILLION)
                                   TABLE 297 CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022–2027 (USD MILLION)
                       13.3.1.2 Contact center analytics market, by deployment mode
                                   TABLE 298 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                                   TABLE 299 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       13.3.1.3 Contact center analytics market, by organization size
                                   TABLE 300 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                                   TABLE 301 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                       13.3.1.4 Contact center analytics market, by application
                                   TABLE 302 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
                                   TABLE 303 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
                       13.3.1.5 Contact center analytics market, by vertical
                                   TABLE 304 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
                                   TABLE 305 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
                       13.3.1.6 Contact center analytics market, by region
                                   TABLE 306 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016–2021 (USD MILLION)
                                   TABLE 307 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022–2027 (USD MILLION)

14 APPENDIX (Page No. - 294)
     14.1 DISCUSSION GUIDE
     14.2 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
     14.3 AVAILABLE CUSTOMIZATIONS
     14.4 RELATED REPORTS
     14.5 AUTHOR DETAILS  

This research study involved the extensive use of secondary sources, directories, and databases, such as D&B Hoovers, Bloomberg Businessweek, and Factiva, to identify and collect information useful for this technical, market-oriented, and commercial study of the cloud-based contact center market. Along with that, a few other market-related sources, such as journals of the Uptime Institute, ResearchGate, Springer, and white papers, were also considered while conducting the extensive secondary research. The primary sources were mainly industry experts from the core and related industries, and preferred system developers, service providers, system integrators, resellers, partners, standards, and certification organizations from companies and organizations related to the various segments of this industry’s value chain. In-depth interviews were conducted with various primary respondents, including key industry participants, subject matter experts, C-level executives of the key market players, and industry consultants, to obtain and verify critical qualitative and quantitative information as well as assess the prospects. The market has been forecast by analyzing the driving factors, such as the increasing adoption of multiple clouds and rising need to efficiently manage the security and performance of the cloud.

Secondary Research

The market size of companies offering cloud-based contact center solutions and services was arrived at based on secondary data available through paid and unpaid sources. It was also arrived at by analyzing the product portfolios of major companies and rating the companies based on their performance and quality.

In the secondary research process, various sources were referred to for identifying and collecting information for this study. The secondary sources included annual reports, press releases, and investor presentations of companies; white papers, journals, and certified publications; and articles from recognized authors, directories, and databases. The data was also collected from secondary sources, such as Contact Center Pipeline, and Artificial Intelligence (AI) for Communications, and related magazines.

Primary Research

In the primary research process, various primary sources from both supply and demand sides were interviewed to obtain qualitative and quantitative information of the market. The primary sources from the supply side included various industry experts, such as Chief Experience Officers (CXOs), Vice Presidents (VPs), and directors, from business development, marketing, product development/innovation teams, and related key executives from cloud-based contact center solution vendors, System Integrators (Sis), service providers, industry associations, and key opinion leaders.

Primary interviews were conducted to gather insights, such as market statistics, data of revenue collected from the solutions and services, market breakups, market size estimations, market forecasting, and data triangulation. Primary research also helped in understanding the various trends related to technologies, deployments, and regions. Stakeholders from the demand side, such as Chief Information Officers (CIOs), Chief Technology Officers (CTOs), and Chief Security Officers (CSOs), and installation teams of the governments/end users using cloud-based contact center solutions were interviewed to understand the buyer’s perspective on the suppliers, products, service providers, and their current usage of cloud-based contact center solution and services that would affect the overall cloud-based contact center market.

The following is the breakup of primary profiles:

Cloud-Based Contact Center 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 summation of companies’ revenue generated through the sale of solutions and services.

Key market players were not limited to such as NICE (Israel), Genesys (US), Five9 (US), Vonage (US), Talkdesk (US), 8x8 (US), Cisco (US), Avaya (US), Serenova (US), Content Guru (US), Alvaria (US), RingCentral (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), Twilio (US), Vocalcom (France), Evolve IP (US), Pypestream (US), TechSee (US), AirCall (US), Nubitel (Singapore), JustCall (US), Sentiment Machines (UK) Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).

Cloud-Based Contact Center Market Size,  Share & Growth Report
Report Code
TC 2662
Published ON
Jun, 2022
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