Cloud-Based Contact Center Market

Cloud-Based Contact Center Market by Solution (ACD, APO, Dialers, IVR, CTI, Reporting and Analytics, and Security), Service (Professional and Managed), Application, Deployment Model, Organization Size, Vertical, and Region - Global Forecast to 2022

Report Code: TC 2662 Mar, 2018, by marketsandmarkets.com

The global cloud-based contact center market is expected to grow from USD 6.8 billion in 2017 to USD 20.9 billion by 2022, at a Compound Annual Growth Rate (CAGR) of 25.2% during the forecast period. In this study, 2016 has been considered as the base year and 2017–2022 as the forecast period. Cloud-based contact centers are independent of the location they are situated that enables agents, supervisors, and administrators to access them from anywhere through a phone or by an internet connection. This makes cloud-based contact centers a disaster recovery/business continuity solution. This is one of the major growth drivers for the cloud-based contact center market, as these solutions provide an effective control that aid in meeting compliances and uptime. The main objective of this report is to define, describe, and forecast the global cloud-based contact center market based on solutions, services, deployment models, organization sizes, applications, verticals, and regions.

Cloud Based Contact Center Market

The growing need Faster deployment, better scalability, and improved flexibility is one of the factors driving the growth of the cloud-based contact center

Cloud-based solutions help organizations achieve increased flexibility and better scalability, which are critical for business agility and the key drivers for business growth. Scalability assists companies in addressing computing challenges by providing adequate computing resources to operate contact centers at different traffic volumes. The cloud model enables companies to make faster, cost-effective capacity decisions, depending on the data traffic and business need. The cloud also enables quick response to growth or crisis, helping companies take advantage of new opportunities and react to market fluctuations, without having to invest in infrastructure beyond their need.

The call routing and queuing segment is expected to have the largest market size during the forecast period

Call routing designates certain calls to different agents and locations depending on a variety of factors. Focusing on call routing enables organizations to manage thousands of calls continuously without compromising with the customer satisfaction. Moreover, organizations could easily manage spikes in call volume by intelligently distributing calls among multiple contact centers, including remote centers and home-based agents, with the unique cloud routing technology. However, demand for call routing and queuing solution is expected to increase in various verticals.

The large enterprise segment is expected to have the larger market share during the forecast period

The cloud-based contact center market has been segmented based on organization size into Small and Medium-sized Enterprises (SMEs) and large enterprises. The major benefit large enterprises receive with the implementation of cloud transformation is that the cloud services are maintained and supported by the vendors themselves. Moreover, firms could thereby engage their employees in more strategic business tasks. The demand for flexible, scalable, and convenient solutions for large enterprises pushes service providers to come up with the new technologies and offer innovative solutions. Hence, the cloud-based contact center market for large enterprises is expected to grow at a significant rate.

North America is estimated to have the largest market share in 2017, whereas Asia Pacific is projected to grow at the highest rate during the forecast period

North America is estimated to capture the largest market share in 2017, and the trend is expected to continue during the forecast period. Growth in adoption of cloud-based services in SMEs and large enterprises is expected to drive the revenue growth in this region. On the other hand, the cloud-based contact center market in Asia Pacific (APAC) is expected to witness an exponential growth and is projected to be one of the fastest-growing regions in the global cloud-based contact center market. This is attributed to the large-scale adoption of cost-effective cloud-based solutions in these regions.

Cloud Based Contact Center Market

Market Dynamics

Pay-per-use subscription model for charging end-users

The pay-as-you-use subscription model enables organizations to procure services as and when needed. The risk and financial burden associated with the infrastructure is borne by the service providers, thereby enabling enterprises to focus more on their core business functions. Enterprises are only billed for what they use. A wide range of billing options is available, ranging from basic telephony-based agent services to full multimedia and multichannel capabilities. The pay-per-use subscription model enables SMEs to use external service providers’ contact center infrastructure and pay a monthly fee or an aggregate usage fee. This helps SMEs avoid unnecessary charges, resulting in greater flexibility for customers.

Risk of information loss

Information security and privacy concerns about how and where data is stored may deter the adoption of cloud-based solutions in certain verticals, such as banking and federal government departments. These days, highly confidential and sensitive corporate data is being made available using public networks, which is a risk for any organization. Therefore, security concerns and issues have come to the forefront. It has also been detected that security is a major concern in voice systems, due to the continuous risk of eavesdropping. Today, most of the public attacks on Time-Division Multiplexing (TDM) phone systems and Internet Protocol (IP) telephony systems are Denial-of-Service (DoS) attacks, toll frauds, and eavesdropping. To overcome the risk of information loss, organizations should monitor the movement and location of their media traffic and data. Moreover, the media traffic and stored data should be in an encrypted format. Additional security measures should be used for the data stored in organizations’ networks and firewalls. The isolation of customers’ data on their personal virtual servers in the data center can also reduce the risks involved.

Improved customer experience

Customer expectations change constantly which increases the need for cloud-based contact centers that can keep up with the changing expectations. For companies, customer experience is a competitive differentiator. When customers reach out to contact centers to resolve a complex issue, they expect to be connected to an agent who can serve as a customer advocate, anticipate their needs, make them feel valued, and resolve their issue on the first contact, no matter which channel they have chosen. If a company is not available over a channel (social, mobile, or web) of the customer’s choice, they will be less competitive and may end up losing their customers. Cloud solutions enable businesses to get their omnichannel support solutions up and running uniformly.

Maintaining integration levels

A key challenge for contact centers is maintaining the integration levels to provide consistent services across all channel offerings. For instance, a traditional contact center solution may work fine for voice communication, but additional modalities, such as Short Message Service (SMS), video, and chat, may be difficult to achieve with the existing architecture. Therefore, the challenge is to integrate all channels to provide a consistent and seamless customer experience. Integration in an efficient and cost-effective manner poses a challenge for businesses in the cloud-based contact center market.

Scope of the Report

Report Metric

Details

Market size available for years

2015–2022

Base year considered

2016

Forecast period

2017–2022

Forecast units

Million (USD)

Segments covered

Solution (Automatic Call Distribution (ACD), Agent Performance Optimization (APO), dialers, Interactive Voice Response (IVR), Computer Telephony Integration (CTI), reporting and analytics, security, others (issue tracking, omnichannel, and mobile care solution), Services, Deployment Model, Organization Size, Applications, Vertical and Region

Geographies covered

North America, Europe, APAC, MEA, and Latin America

Companies covered

8x8 Inc. (US), Cisco Systems (US), Genesys (US), Oracle (US) , Five9 (US), NewVoiceMedia (UK), Connect First (US), Aspect Software (US), NICE Ltd. (Israel) and 3CLogic (US)

The research report categorizes the market to forecast the revenues and analyze the trends in each of the following sub-segments: trends in each of the following subsegments:

By solution

  • Automatic Call Distribution (ACD)
  • Agent Performance Optimization (APO)
  • Dialers
  • Interactive Voice Response (IVR)
  • Computer Telephony Integration (CTI)
  • Reporting and analytics
  • Security
  • Others (issue tracking, omnichannel, and mobile care solution)

By Service

  • Professional service
  • Managed service

By deployment model

  • Public cloud
  • Private cloud
  • Hybrid cloud

By organization size:

  • Small and Medium-sized Enterprises (SMEs)
  • Large enterprises

By application:

  • Call routing and queuing
  • Data integration and recording
  • Chat quality and monitoring
  • Real-time decision-making
  • Workforce Optimization (WFO)

By vertical:

  • Banking, Financial Services, and Insurance (BFSI)
  • Consumer goods and retail
  • Government and public sector
  • Healthcare and life sciences
  • Manufacturing
  • Media and entertainment
  • Telecommunication and Information Technology Enabled Services (ITES)
  • Others (transportation and logistics, and education)

By region:

  • North America
  • Europe
  • APAC
  • MEA
  • Latin America

Key Market Players

8x8, Inc. was founded in 1987 and is headquartered in California, US. The company provides the communications cloud that combines team collaboration, unified communications, contact center, and analytics on a single platform. 8x8, Inc. provides its solutions to many small, mid-sized, and distributed enterprise organizations across the globe. It offers a wide range of services, which includes virtual office services, VCC, virtual meeting, and virtual office analytics. The company operates its business through two segments, namely, service and product. The company’s VCC is an integrated cloud-based call center solution that works with any broadband internet connection and provides enterprise-class contact center functionality, combined with virtual office calling features. 8x8 offers features, such as skill-based routing, multimedia management, real-time monitoring and reporting, voice recording and logging, historical reporting, IVR integration with third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) solutions and contact and case management tools.

Recent Developments

  • In September 2017, 8x8, Inc. collaborated with Atlassian Corporation Plc to develop contact center, integrated unified communications, team messaging, and collaboration solutions.
  • In July 2017, 8x8, Inc. collaborated with Ingram Micro Inc. to enhance Ingram Micro’s product offering through the addition of 8x8 Virtual Office and 8x8 Virtual Contact Center to its UCC portfolios.

Critical questions the report answers:

  • Where will all these developments take the industry in the long term?
  • What are the upcoming trends for the Cloud-based contact center market?
  • Which segment provides the most opportunity for growth?
  • Who are the leading vendors operating in this market?
  • What are the opportunities for new market entrants?

To speak to our analyst for a discussion on the above findings, click Speak to Analyst

Table of Contents

1 Introduction (Page No. - 17)
    1.1 Objectives of the Study
    1.2 Market Definition
    1.3 Market Scope
    1.4 Years Considered for the Study
    1.5 Currency Considered
    1.6 Stakeholders

2 Research Methodology (Page No. - 20)
    2.1 Research Data
           2.1.1 Secondary Data
           2.1.2 Primary Data
                    2.1.2.1 Breakdown of Primaries
                    2.1.2.2 Key Industry Insights
    2.2 Market Size Estimation
    2.3 Research Assumptions
    2.4 Limitations

3 Executive Summary (Page No. - 28)

4 Premium Insights (Page No. - 34)
    4.1 Attractive Market Opportunities in the Cloud-Based Contact Center Market
    4.2 Cloud-Based Contact Center Market, Top 3 Verticals and Regions
    4.3 Market Investment Scenario

5 Market Overview and Industry Trends (Page No. - 37)
    5.1 Introduction
    5.2 Market Dynamics
           5.2.1 Drivers
                    5.2.1.1  Pay-Per-Use Subscription Model for Charging End-Users
                    5.2.1.2 Faster Deployment, Better Scalability, and Improved Flexibility
                    5.2.1.3 Improved Business Continuity
                    5.2.1.4  Cloud Compliance Requirements
                    5.2.1.5  Improved Integration and Usability
                    5.2.1.6  Increasing Demand in SMES for Cloud-Based Contact Center Services
           5.2.2 Restraints
                    5.2.2.1 Risk of Information Loss
                    5.2.2.2 Lack of Awareness About Cloud-Based Contact Centers in Some Regions
                    5.2.2.3 On-Premises Contact Center Technology Covers a Large Portion of the Current Contact Center Market
           5.2.3 Opportunities
                    5.2.3.1 Improved Customer Experience
                    5.2.3.2 Increasing Numbers of Enterprises are Harnessing the Benefits of Cloud-Based Contact Centers
                    5.2.3.3 Rising Interest of the Major Market Vendors
           5.2.4 Challenges
                    5.2.4.1 Maintaining Integration Levels
                    5.2.4.2 Poor It Infrastructure for Cloud-Based Contact Center Adoption
    5.3 Technology Trends and Standards
           5.3.1 Introduction
           5.3.2 Standards and Guidelines for the Cloud-Based Contact Center Market
                    5.3.2.1 Service Organization Control (SOC) 2
                    5.3.2.2 Sarbanes–Oxley Act (SOX)
                    5.3.2.3 Gramm–Leach–Bliley Act (GLBA)
                    5.3.2.4 Health Insurance Portability and Accountability Act (HIPAA)
                    5.3.2.5 National Institute of Standards and Technology (NIST) Cybersecurity Framework (CSF)
                    5.3.2.6 Cloud Security Alliance (CSA) Cloud Controls Matrix (CCM)
                    5.3.2.7 Payment Card Industry Data Security Standard (PCI DSS)
                    5.3.2.8 Federal Information Security Management Act (FISMA)
    5.4 Cloud-Based Contact Center Market: Value Chain Analysis
    5.5 Market Ecosystem

6 Cloud-Based Contact Center Market, By Solution (Page No. - 46)
    6.1 Introduction
    6.2 Automatic Call Distribution
    6.3 Agent Performance Optimization
    6.4 Dialers
    6.5 Interactive Voice Response

7 Cloud-Based Contact Center Market, By Service (Page No. - 55)
    7.1 Introduction
    7.2 Professional Services
    7.3 Managed Services

8 Cloud-Based Contact Center Market, By Application (Page No. - 60)
    8.1 Introduction
    8.2 Call Routing and Queuing
    8.3 Data Integration and Recording
    8.4 Chat Quality and Monitoring
    8.5 Real-Time Decision Making
    8.6 Workforce Optimization

9 Cloud-Based Contact Center Market, By Deployment Model (Page No. - 67)
    9.1 Introduction
    9.2 Public Cloud
    9.3 Private Cloud
    9.4 Hybrid Cloud

10 Cloud-Based Contact Center Market, By Organization Size (Page No. - 73)
     10.1 Introduction
     10.2 Large Enterprises
     10.3 Small and Medium-Sized Enterprises

11 Cloud-Based Contact Center Market, By Vertical (Page No. - 77)
     11.1 Introduction
     11.2 Banking, Financial Services, and Insurance
     11.3 Consumer Goods and Retail
     11.4 Government and Public Sector
     11.5 Healthcare and Life Sciences
     11.6 Manufacturing
     11.7 Media and Entertainment
     11.8 Telecommunication and Ites
     11.9 Others

12 Cloud-Based Contact Center Market, By Region (Page No. - 86)
     12.1 Introduction
     12.2 North America
     12.3 Europe
     12.4 Asia Pacific
     12.5 Middle East and Africa
     12.6 Latin America

13 Competitive Landscape (Page No. - 111)
     13.1 Overview
             13.1.1 Market Ranking
             13.1.2 New Product/Technology Launches
             13.1.3 Partnerships, Agreements, and Collaborations
             13.1.4 Mergers and Acquisitions

14 Company Profiles (Page No. - 120)
     14.1 Introduction
     14.2 8x8, Inc.
             14.2.1 Business Overview
             14.2.2 Products/Services Offered
             14.2.3 Recent Developments
             14.2.4 SWOT Analysis
             14.2.5 MnM View
     14.3 Five9
             14.3.1 Business Overview
             14.3.2 Products and Services Offered
             14.3.3 Recent Developments
             14.3.4 SWOT Analysis
             14.3.5 MnM View
     14.4 Cisco Systems
             14.4.1 Business Overview
             14.4.2 Products Offered
             14.4.3 Recent Developments
             14.4.4 SWOT Analysis
             14.4.5 MnM View
     14.5 Genesys
             14.5.1 Business Overview
             14.5.2 Products Offered
             14.5.3 Recent Developments
             14.5.4 SWOT Analysis
             14.5.5 MnM View
     14.6 Oracle
             14.6.1 Business Overview
             14.6.2 Products Offered
             14.6.3 Recent Developments
             14.6.4 SWOT Analysis
             14.6.5 MnM View
     14.7 NewVoiceMedia
             14.7.1 Business Overview
             14.7.2 Products Offered
             14.7.3 Recent Developments
             14.7.4 MnM View
     14.8 Connect First
             14.8.1 Business Overview
             14.8.2 Products Offered
             14.8.3 Recent Developments
             14.8.4 MnM View
     14.9 Aspect Software
             14.9.1 Business Overview
             14.9.2 Products Offered
             14.9.3 Recent Developments
             14.9.4 MnM View
     14.10 NICE Ltd.
               14.10.1 Business Overview
               14.10.2 Products Offered
               14.10.3 Recent Developments
               14.10.4 MnM View
     14.11 3CLogic
               14.11.1 Business Overview
               14.11.2 Products Offered
               14.11.3 Recent Developments
               14.11.4 MnM View

15 Key Innovators (Page No. - 153)
     15.1 Bt Group
             15.1.1 Business Overview
     15.2 West Corporation
             15.2.1 Business Overview
     15.3 Liveops
             15.3.1 Business Overview
     15.4 Mitel Networks Corporation
             15.4.1 Business Overview
     15.5 Ozonetel Systems Pvt. Ltd
             15.5.1 Business Overview
     15.6 Evolve Ip, LLC.
             15.6.1 Business Overview

16 Appendix (Page No. - 156)
     16.1 Insights of Industry Experts
     16.2 Knowledge Store: Marketsandmarkets’ Subscription Portal
     16.3 Introducing Rt: Real-Time Market Intelligence
     16.4 Available Customizations
     16.5 Related Reports


List of Tables (111 Tables)

Table 1 Global Cloud-Based Contact Center Market: Assumptions
Table 2 Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 3 Automatic Cloud Distribution: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 4 Agent Performance Optimization: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 5 Dialers: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 6 Interactive Voice Response: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 7 Computer Telephony Integration: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 8 Reporting and Analytics: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 9 Security: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 10 Others: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 11 Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 12 Professional Services: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 13 Managed Services: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 14 Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 15 Call Routing and Queuing: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 16 Data Integration and Recording: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 17 Chat Quality and Monitoring: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 18 Real-Time Decision Making: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 19 Workforce Optimization: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 20 Cloud-Based Contact Center Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 21 Public Cloud: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 22 Private Cloud: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 23 Hybrid Cloud: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 24 Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 25 Large Enterprises: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 26 Small and Medium-Sized Enterprises: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 27 Cloud-Based Contact Center Market Size, By Vertical, 2015–2022 (USD Million)
Table 28 Banking, Financial Services, and Insurance: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 29 Consumer Goods and Retail: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 30 Government and Public Sector: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 31 Healthcare and Life Sciences: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 32 Manufacturing: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 33 Media and Entertainment: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 34 Telecommunication and ITes: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 35 Others: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 36 Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 37 North America: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 38 North America: Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 39 North America: Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 40 North America: Cloud-Based Contact Center Market Size, By Deployment Model 2015–2022 (USD Million)
Table 41 North America: Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 42 North America: Cloud-Based Contact Center Market Size, By Vertical, 2015–2022 (USD Million)
Table 43 North America: Cloud-Based Contact Center Market Size, By Country, 2015–2022 (USD Million)
Table 44 US: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 45 US: Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 46 US: Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 47 US: Cloud-Based Contact Center Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 48 US: Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 49 Canada: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 50 Canada: Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 51 Canada: Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 52 Canada: Cloud-Based Contact Center Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 53 Canada: Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 54 Europe: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 55 Europe: Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 56 Europe: Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 57 Europe: Cloud-Based Contact Center Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 58 Europe: Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 59 Europe: Cloud-Based Contact Center Market Size, By Vertical, 2015–2022 (USD Million)
Table 60 Europe: Cloud-Based Contact Center Market Size, By Country, 2015–2022 (USD Million)
Table 61 UK: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 62 UK: Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 63 UK: Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 64 UK: Cloud-Based Contact Center Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 65 UK: Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 66 Rest of Europe: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 67 Rest of Europe: Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 68 Rest of Europe: Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 69 Rest of Europe: Cloud-Based Contact Center Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 70 Rest of Europe: Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 71 Asia Pacific: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 72 Asia Pacific: Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 73 Asia Pacific: Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 74 Asia Pacific: Cloud-Based Contact Center Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 75 Asia Pacific: Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 76 Asia Pacific: Cloud-Based Contact Center Market Size, By Vertical, 2015–2022 (USD Million)
Table 77 Asia Pacific: Cloud-Based Contact Center Market Size, By Country, 2015–2022 (USD Million)
Table 78 China: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 79 China: Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 80 China: Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 81 China: Cloud-Based Contact Center Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 82 China: Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 83 Rest of APAC: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 84 Rest of APAC: Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 85 Rest of APAC: Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 86 Rest of APAC: Cloud-Based Contact Center Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 87 Rest of APAC: Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 88 Middle East and Africa: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 89 Middle East and Africa: Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 90 Middle East and Africa: Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 91 Middle East and Africa: Cloud-Based Contact Center Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 92 Middle East and Africa: Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 93 Middle East and Africa: Cloud-Based Contact Center Market Size, By Vertical, 2015–2022 (USD Million)
Table 94 Middle East and Africa: Cloud-Based Contact Center Market Size, By Country, 2015–2022 (USD Million)
Table 95 KSA: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 96 KSA: Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 97 KSA: Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 98 KSA: Cloud-Based Contact Center Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 99 KSA: Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 100 Rest of Middle East and Africa: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 101 Rest of Middle East and Africa: Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 102 Rest of Middle East and Africa: Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 103 Rest of Middle East and Africa: Cloud-Based Contact Center Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 104 Rest of Middle East and Africa: Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 105 Latin America: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 106 Latin America: Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 107 Latin America: Cloud-Based Contact Center Market Size, By Application, 2015–2022 (USD Million)
Table 108 Latin America: Cloud-Based Contact Center Market Size, By Deployment Model, 2015–2022 (USD Million)
Table 109 Latin America: Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 110 Latin America: Cloud-Based Contact Center Market Size, By Vertical, 2015–2022 (USD Million)
Table 111 Latin America: Cloud-Based Contact Center Market Size, By Country, 2015–2022 (USD Million)
 
 
List of Figures (47 Figures)
 
Figure 1 Global Cloud-Based Contact Center Market: Market Segmentation
Figure 2 Cloud-Based Contact Center Market: Research Design
Figure 3 Breakdown of Primary Interviews: By Company, Designation, and Region
Figure 4 Data Triangulation
Figure 5 Market Size Estimation Methodology: Bottom-Up Approach
Figure 6 Market Size Estimation Methodology: Top-Down Approach
Figure 7 Cloud-Based Contact Center Market: Regional Snapshot
Figure 8 Cloud-Based Contact Center Market Snapshot, By Solution
Figure 9 Cloud-Based Contact Center Market Snapshot, By Service
Figure 10 Cloud-Based Contact Center Market Snapshot, By Organization Size
Figure 11 Cloud-Based Contact Center Market Snapshot, By Vertical
Figure 12 Increasing Adoption of Cloud-Based Offerings is Expected to Fuel the Growth of the Cloud-Based Contact Center Market
Figure 13 Banking, Financial Services, and Insurance Vertical, and North America are Estimated to Have the Largest Market Shares in 2017
Figure 14 Asia Pacific is Expected to Emerge as the Best Market for Investments Over the Next 5 Years
Figure 15 Cloud-Based Contact Center Market: Drivers, Restraints, Opportunities, and Challenges
Figure 16 Cloud-Based Contact Center Market: Value Chain Analysis
Figure 17 Cloud-Based Contact Center Market Ecosystem
Figure 18 Security Segment is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 19 Managed Services Segment is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 20 Chat Quality and Monitoring Segment is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 21 Hybrid Cloud Segment is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 22 Small and Medium-Sized Enterprises Segment is Expected to Grow at a Higher CAGR During the Forecast Period
Figure 23 Consumer Goods and Retail Vertical is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 24 Asia Pacific is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 25 North America: Market Snapshot
Figure 26 Asia Pacific: Market Snapshot
Figure 27 Companies Adopted New Product/Technology Launches; and Partnerships, Agreements, and Collaborations as the Key Growth Strategies From 2015 to 2022
Figure 28 Market Ranking for the Cloud-Based Contact Center Market, 2017
Figure 29 New Product/Technology Launches, 2015–2017
Figure 30 Partnerships, Agreements, and Collaborations, 2015–2018
Figure 31 Mergers and Acquisitions, 2015–2018
Figure 32 Geographic Revenue Mix of Key Market Players
Figure 33 8x8, Inc.: Company Snapshot
Figure 34 8x8, Inc.: SWOT Analysis
Figure 35 Five9: Company Snapshot
Figure 36 Five9: SWOT Analysis
Figure 37 Cisco Systems: Company Snapshot
Figure 38 Cisco Systems: SWOT Analysis
Figure 39 Genesys: Company Snapshot
Figure 40 Genesys: SWOT Analysis
Figure 41 Oracle: Company Snapshot
Figure 42 Oracle: SWOT Analysis
Figure 43 NewVoiceMedia: Company Snapshot
Figure 44 Connect First: Company Snapshot
Figure 45 Aspect Software: Company Snapshot
Figure 46 NICE Ltd.: Company Snapshot
Figure 47 3CLogic: Company Snapshot


Request for detailed methodology, assumptions & how numbers were triangulated.

Please share your problem/objectives in greater details so that our analyst can verify if they can solve your problem(s).
5 8 7 2 7  
  • Select all
  • News-Letters with latest Market insights
  • Information & discussion on the relevant new products and services
  • Information & discussion on Market insights and Market information
  • Information & discussion on our events and conferences
    • Select all
    • Email Phone Professional and social network (Linkedin, etc)
COVID-19

Get in-depth analysis of the COVID-19 impact on the Cloud-Based Contact Center Market

Benchmarking the rapid strategy shifts of the Top 100 companies in the Cloud-Based Contact Center Market

Request For Special Pricing

Speak to analyst to detect blind spots in your revenue decisions by analysing interconnected unknowns around ""

Related Technologies/Products

 

Adjacent Markets

Mar. Size
2018
CAGR 2018-23

Competitive Landscape

 
 
Share your business objectives to help us evaluate impact of these interconnections on your business
Report Code
TC 2662
Published ON
Mar, 2018
Choose License Type
BUY NOW
  • SHARE
X
Request Customization
Speak to Analyst
Speak to Analyst
OR FACE-TO-FACE MEETING
PERSONALIZE THIS RESEARCH
  • Triangulate with your Own Data
  • Get Data as per your Format and Definition
  • Gain a Deeper Dive on a Specific Application, Geography, Customer or Competitor
  • Any level of Personalization
REQUEST A FREE CUSTOMIZATION
LET US HELP YOU!
  • What are the Known and Unknown Adjacencies Impacting the Cloud-Based Contact Center Market
  • What will your New Revenue Sources be?
  • Who will be your Top Customer; what will make them switch?
  • Defend your Market Share or Win Competitors
  • Get a Scorecard for Target Partners
CUSTOMIZED WORKSHOP REQUEST
ADJACENT MARKETS
REQUEST BUNDLE REPORTS
+1-888-600-6441
  • Call Us
  • +1-888-600-6441 (Corporate office hours)
  • +1-888-600-6441 (US/Can toll free)
  • +44-800-368-9399 (UK office hours)
CONNECT WITH US
ABOUT TRUST ONLINE
©2020 MarketsandMarkets Research Private Ltd. All rights reserved
...

Digital Virtual Assistant - MarketsandMarkets

Home