Cloud-based Contact Center Market

Cloud-based Contact Center Market by Component (Solutions and Services), Deployment Model (Public Cloud and Private Cloud), Organization Size, Industry (BFSI, Telecommunications, and Retail and Consumer Goods), and Region - Global Forecast to 2025

Report Code: TC 2662 Oct, 2020, by marketsandmarkets.com

[278 Pages Report] The global cloud-based contact center market size is expected to grow at a Compound Annual Growth Rate (CAGR) of 25.8% during the forecast period, to reach USD 36.1 billion by 2025 from USD 11.5 billion in 2020. Cloud-based contact center solutions enable several companies to utilize contact center providers’ offerings on the cloud. These solutions streamline the process of providing modernized, up-to-date services to customers and personalize these services to meet their preferences and demands for providing the advantages of minimal capital investment; 24/7 technical support; and high levels of reliability, security, and scalability. Moreover, these solutions are expected to witness a rise in demand as they are finding utility in improving the customer experience from industries, such as Banking, Financial Services, and Insurance (BFSI), telecommunications, Information and Technology (IT), and Information Technology Enabled Services (ITES), and healthcare and life sciences.

Cloud-based Contact Center Market

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COVID-19 Impact Cloud-based Contact Center Market

Enterprises are opting for cloud-based contact center solutions to manage contact center operations during the COVID-19 times to execute day to day operations remotely. The demand for cloud-based contact center solutions is expected to surge in 2020 as it offers benefits such as flexibility, scalability, and low setup cost. Many of the enterprises across industries have adopted the work from home model to safeguard employee well-being and maintain operational efficiency, surging the demand for cloud-based solutions

Cloud-based Contact Center Market Dynamics

Drivers: 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 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.

Restraints: Cyber attacks impacting business operations

In today’s digital world, access to critical information has led to a number of challenges. One of these challenges is that enterprises storing sensitive data have become a major target for cybercriminals. Unfortunately, contact centers, which usually handle a lot of 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 has 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 with storing information in cloud.

Challenges: integration of mobility with the existing capabilities

In today’s world, customers have become dependent on their mobile phones for all types of interactions. With the increased adoption of smartphone devices and mobile apps, more and more customers demand access to customer service through these channels. Businesses need to be able to support the growing and important medium of communication, ensuring customers can reach them anytime, anywhere, and how they prefer. According to the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark survey, 66% of organizations planned to invest in mobile app experience as it is a necessity for enterprises to optimize mobile apps and mobile-friendly websites for quick responses to common customer questions and issues. Contact center solution providers are aware of this situation and proactively take efforts to offer mobility to customers with the existing capabilities. They enable real-time collaboration, wherein agents can communicate to share insights or get inputs with ease using instant messaging and built-in chat features.

Opportunities: enhanced customer experience to increase cloud-based contact center adoption

Customer experience is one of the most stimulating 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 as well as improves products and services based on customer feedback. The incorporation of 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 the existing customers.

In 2020 Digital Marketing Trends Report’by Econsultancy, respondent companies were asked a single most exciting opportunity for their organization in the upcoming year; according to most of the respondents, it was customer experience.

Based on components, the solutions segment to be a larger contributor to the cloud-based contact market growth during the forecast period

The global cloud-based contact center market by component has been segmented into solutions and services. Enterprises are using cloud-based solutions and services to reduce the total cost of ownership and increase business agility and productivity by outsourcing the complete contact center operations to cloud-based contact center vendors. The increasing demand and awareness among public and private organizations have increased the scalability and agility of operations, which is one of the major reasons expected to drive the growth of the cloud-based contact center market. Moreover, the availability of customized cloud-based contact center solutions at low prices, possessing new capabilities, is another prime reason for higher adoption.

Based on the organization size, the large enterprises segment to be a larger contributor to the cloud-based contact center market growth during the forecast period

Organizations with more than 1,000 employees are categorized under the large enterprise segment. Large enterprises have a large corporate network and a huge customer base. Enhancing customer experience is at the forefront of the company’s vision. The advantages, such as the pay-per-use subscription model, better scalability, improved flexibility, and personalized customer interactions resulting in enhanced customer experience, are expected to create significant demand for cloud-based contact center solutions among large enterprises.

Cloud-based Contact Center Market   by Region

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Asia Pacific (APAC) to grow at the highest CAGR during the forecast period

The rapid growth of cloud-based contact center adoption in APAC is mainly driven by the dramatic growth of the data center business, increasing number of startups and customers’ willingness to adopt new technologies are driving the growth of cloud-based contact center market.

Key Market Players

The cloud-based contact center market is dominated by companies such as NICE (Israel), Genesys (US), Five9 (US), Vonage (US), Talkdesk (US), 8x8 (US), Cisco (US), Avaya (US), and others. These vendors have a large customer base and strong geographic footprint along with organized distribution channels, which helps them to increase revenues.

Scope of Report

Report Metrics

Details

Market size available for years

2015-2025

Base year considered

2019

Forecast period

2020-2025

Forecast units

Value (USD)

Segments covered

Component, Deployment Model, Organization Size, Industries, and Regions

Regions covered

North America, Europe, APAC, MEA, 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 (UK), Aspect Software (US), RingCentral (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), Twilio (US), Vocalcom (France), Evolve IP (US), Pypestream (US), TechSee (US), Sentiment Machines (UK), AirCall (US), Nubitel (Singapore), JustCall (US), Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).

This research report categorizes the cloud-based contact center market to forecast revenue and analyze trends in each of the following submarkets:

Based on the Component:

  • Solutions
  • Services

Based on the Deployment Model:

  • Public Cloud
  • Private Cloud

Based on organization size:

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

Based on Industries:

  • BFSI
  • Telecommunications
  • IT and ITeS
  • Government and Public Sector
  • Retail and Consumer Goods
  • Manufacturing
  • Energy and Utilities
  • Media and Entertainment
  • Healthcare and Life Sciences
  • Others (travel and hospitality, transportation and logistics, and education)

Based on regions:

  • North America
    • US
    • Canada
  • Europe
    • UK
    • Germany
    • France
    • Rest of Europe
  • APAC
    • China
    • Japan
    • India
    • ANZ
    • Indonesia
    • Rest of APAC
  • MEA
    • KSA
    • UAE
    • South Africa
    • Rest of MEA
  • Latin America
    • Mexico
    • Brazil
    • Rest of Latin America

Recent Developments

  • In May 2020, NICE inConnect, a business of NICE, partnered with Zendesk to support contact centers responding to the changing customer demands. As per the partnership, both companies can now use NICE inContact CXone home with Zendesk Support Suite and complimentary Zendesk Remote Support Bundle to help remote contact centers and desk teams keep up with increased interactions due to COVID-19. Both NICE inContact CXone home and Zendesk Remote Support Bundle provide a fully virtual contact center for business continuity, productivity, and service reliability. The partnership ensures agents to have a full view of their customers in an easy-to-use workspace.
  • In April 2020, In the current light of the COVID-19 pandemic, Genesys released the Rapid Response to support businesses in adapting to Genesys Cloud within 48 hours. This offering that includes support for automation and self-service, voice and email routing, and interaction recording and collaboration tools for customers.

Frequently Asked Questions (FAQ):

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TABLE OF CONTENTS

1 INTRODUCTION (Page No. - 26)
    1.1 INTRODUCTION TO COVID-19
    1.2 COVID-19 HEALTH ASSESSMENT
           FIGURE 1 COVID-19: GLOBAL PROPAGATION
           FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES
    1.3 COVID-19 ECONOMIC ASSESSMENT
           FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020
           1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT
                    FIGURE 4 FACTORS IMPACTING GLOBAL ECONOMY
                    FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF GLOBAL ECONOMY
    1.4 OBJECTIVES OF THE STUDY
    1.5 MARKET DEFINITION
           1.5.1 INCLUSIONS AND EXCLUSIONS
    1.6 MARKET SCOPE
           1.6.1 MARKET SEGMENTATION
           1.6.2 REGIONS COVERED
           1.6.3 YEARS CONSIDERED FOR THE STUDY
    1.7 CURRENCY CONSIDERED
           TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2017–2019
    1.8 STAKEHOLDERS
    1.9 SUMMARY OF CHANGES

2 RESEARCH METHODOLOGY (Page No. - 37)
    2.1 RESEARCH DATA
           FIGURE 6 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 7 DATA TRIANGULATION
    2.3 MARKET SIZE ESTIMATION
           FIGURE 8 MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
           2.3.1 TOP-DOWN APPROACH
           2.3.2 BOTTOM-UP APPROACH
                    FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY ̶ APPROACH 1 (SUPPLY SIDE): REVENUE OF SOLUTIONS/SERVICES OF THE MARKET
                    FIGURE 10 MARKET SIZE ESTIMATION METHODOLOGY ̶ APPROACH 2 BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF THE MARKET
                    FIGURE 11 MARKET SIZE ESTIMATION METHODOLOGY—APPROACH 3—BOTTOM-UP (DEMAND SIDE): SIZE OF THE 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 12 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE
    2.6 SMALL AND MEDIUM-SIZED ENTERPRISES/ STARTUP COMPETITIVE EVALUATION MATRIX METHODOLOGY
           FIGURE 13 SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPSME COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE
    2.7 ASSUMPTIONS FOR THE STUDY
    2.8 STUDY LIMITATIONS

3 EXECUTIVE SUMMARY (Page No. - 51)
    FIGURE 14 CLOUD-BASED CONTACT CENTER MARKET: GLOBAL SNAPSHOT
    FIGURE 15 TOP GROWING SEGMENTS IN THE MARKET
    FIGURE 16 SOLUTIONS SEGMENT TO HOLD A LARGER MARKET SIZE DURING THE FORECAST PERIOD
    FIGURE 17 LARGE ENTERPRISES SEGMENT TO HOLD A LARGER MARKET SIZE DURING THE FORECAST PERIOD
    FIGURE 18 BANKING, FINANCIAL SERVICES, AND INSURANCE INDUSTRY TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD
    FIGURE 19 MARKET: REGIONAL SNAPSHOT

4 PREMIUM INSIGHTS (Page No. - 56)
    4.1 ATTRACTIVE GROWTH OPPORTUNITIES IN THE CLOUD-BASED CONTACT CENTER MARKET
           FIGURE 20 INCREASING ADOPTION OF CLOUD-BASED OFFERINGS TO FUEL THE GROWTH OF THE MARKET
    4.2 MARKET: BY DEPLOYMENT MODEL, 2020 VS 2025
           FIGURE 21 PUBLIC CLOUD SEGMENT TO HOLD A LARGER MARKET SIZE DURING THE FORECAST PERIOD
    4.3 MARKET: BY SOLUTION, 2020 VS 2025
           FIGURE 22 OMNICHANNEL ROUTING SEGMENT TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD
    4.4 MARKET INVESTMENT SCENARIO
           FIGURE 23 ASIA PACIFIC TO EMERGE AS THE BEST MARKET FOR INVESTMENT OVER THE NEXT FIVE YEARS

5 MARKET OVERVIEW AND INDUSTRY TREND (Page No. - 59)
    5.1 INTRODUCTION
           FIGURE 24 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 25 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 the 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 26 MOST EXCITING BUSINESS OPPORTUNITY
                    5.1.3.2 Need to analyze audio conversations in real time
                    5.1.3.3 Shifting focus of enterprises towards the work from home culture
                    5.1.3.4 Implementation of AI, analytics, and NLP Capabilities to add value in existing cloud-based contact centers
                               FIGURE 27 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 the existing capabilities
                               FIGURE 28 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 CASE STUDY ANALYSIS
           5.3.1 CASE STUDY 1: BANKING, FINANCIAL SERVICES, AND INSURANCE
           5.3.2 CASE STUDY 2: RETAIL
           5.3.3 CASE STUDY 3: HEALTHCARE
           5.3.4 CASE STUDY 4: TELECOMMUNICATIONS
           5.3.5 CASE STUDY 5: INFORMATION TECHNOLOGY
           5.3.6 CASE STUDY 6: GOVERNMENT
           5.3.7 CASE STUDY 7: MEDIA AND ENTERTAINMENT
    5.4 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS
           FIGURE 29 MARKET: VALUE CHAIN ANALYSIS
    5.5 MARKET ECOSYSTEM
           FIGURE 30 MARKET ECOSYSTEM
    5.6 TECHNOLOGY ANALYSIS
           5.6.1 ADVANCED ANALYTICS
                    5.6.1.1 Data analytics
                    5.6.1.2 Speech analytics
                    5.6.1.3 Sentiment analytics
           5.6.2 ARTIFICIAL INTELLIGENCE
                    5.6.2.1 Machine Learning
                    5.6.2.2 Natural Language Processing
    5.7 PRICING ANALYSIS
    5.8 PATENT ANALYSIS

6 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT (Page No. - 80)
    6.1 INTRODUCTION
           FIGURE 31 SOLUTIONS SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020
           6.1.1 COMPONENT: MARKET DRIVERS
           6.1.2 COMPONENT: COVID-19 IMPACT
                    TABLE 4 MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                    TABLE 5 MARKET SIZE, BY COMPONENT,  2020–2025 (USD MILLION)
    6.2 SOLUTIONS
           FIGURE 32 REPORTING AND ANALYTICS SOLUTION TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
           TABLE 6 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
           TABLE 7 SOLUTIONS: MARKET SIZE, BY TYPE, 2020–2025 (USD MILLION)
           TABLE 8 SOLUTIONS: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 9 SOLUTIONS: MARKET SIZE, BY REGION, 2020–2025 (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 Distributor
                    6.2.1.4 Dialer
                    6.2.1.5 Virtual Agents
                               TABLE 10 OMNICHANNEL ROUTING: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                               TABLE 11 OMNICHANNEL ROUTING: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
           6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT
                    6.2.2.1 Workforce Optimization
                    6.2.2.2 Call Recording and Quality Management
                               TABLE 12 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                               TABLE 13 WORKFORCE ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2020–2025 (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 14 REPORTING AND ANALYTICS: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                               TABLE 15 REPORTING AND ANALYTICS: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
           6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT
                    TABLE 16 CUSTOMER ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 17 CUSTOMER ENGAGEMENT MANAGEMENT: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
           6.2.5 OTHERS
                    TABLE 18 OTHERS SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 19 OTHERS SOLUTIONS: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
    6.3 SERVICES
           6.3.1 CONSULTING
           6.3.2 IMPLEMENTATION AND INTEGRATION
           6.3.3 TRAINING, AND SUPPORT AND MAINTENANCE
                    TABLE 20 SERVICES: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 21 SERVICES: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)

7 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL (Page No. - 95)
    7.1 INTRODUCTION
           FIGURE 33 PUBLIC CLOUD SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020
           7.1.1 DEPLOYMENT MODEL: MARKET DRIVERS
           7.1.2 DEPLOYMENT MODEL: COVID-19 IMPACT
                    TABLE 22 MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                    TABLE 23 MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
    7.2 PUBLIC CLOUD
           TABLE 24 PUBLIC CLOUD: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 25 PUBLIC CLOUD: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
    7.3 PRIVATE CLOUD
           TABLE 26 PRIVATE CLOUD: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 27 PRIVATE CLOUD: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)

8 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE (Page No. - 100)
    8.1 INTRODUCTION
           FIGURE 34 LARGE ENTERPRISES SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020
           8.1.1 ORGANIZATION SIZE: MARKET DRIVERS
           8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT
                    TABLE 28 MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                    TABLE 29 MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
    8.2 LARGE ENTERPRISES
           TABLE 30 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 31 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
    8.3 SMALL AND MEDIUM-SIZED ENTERPRISES
           TABLE 32 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 33 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)

9 CLOUD-BASED CONTACT CENTER MARKET, BY INDUSTRY (Page No. - 105)
    9.1 INTRODUCTION
           FIGURE 35 BANKING, FINANCIAL SERVICES, AND INSURANCE INDUSTRY TO HOLD THE LARGEST MARKET SIZE IN 2020
           9.1.1 INDUSTRIES: MARKET DRIVERS
           9.1.2 INDUSTRIES: COVID-19 IMPACT
                    TABLE 34 MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION)
                    TABLE 35 MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION)
    9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
           TABLE 36 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 37 BANKING, FINANCIAL SERVICES, AND INSURANCE: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
    9.3 TELECOMMUNICATIONS
           TABLE 38 TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 39 TELECOMMUNICATIONS: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
    9.4 IT AND ITES
           TABLE 40 IT AND ITES: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 41 IT AND ITES: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
    9.5 GOVERNMENT AND PUBLIC SECTOR
           TABLE 42 GOVERNMENT AND PUBLIC SECTOR: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 43 GOVERNMENT AND PUBLIC SECTOR: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
    9.6 RETAIL AND CONSUMER GOODS
           TABLE 44 RETAIL AND CONSUMER GOODS: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 45 RETAIL AND CONSUMER GOODS: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
    9.7 MANUFACTURING
           TABLE 46 MANUFACTURING: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 47 MANUFACTURING: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
    9.8 ENERGY AND UTILITIES
           TABLE 48 ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 49 ENERGY AND UTILITIES: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
    9.9 MEDIA AND ENTERTAINMENT
           TABLE 50 MEDIA AND ENTERTAINMENT: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 51 MEDIA AND ENTERTAINMENT: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
    9.10 HEALTHCARE AND LIFE SCIENCES
           TABLE 52 HEALTHCARE AND LIFE SCIENCES: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 53 HEALTHCARE AND LIFE SCIENCES: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
    9.11 OTHERS
                    TABLE 54 OTHERS INDUSTRY: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 55 OTHERS INDUSTRY: MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)

10 CLOUD-BASED CONTACT CENTER MARKET, BY REGION (Page No. - 121)
     10.1 INTRODUCTION
               FIGURE 36 NORTH AMERICA TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD
               TABLE 56 MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
               TABLE 57 MARKET SIZE, BY REGION, 2020–2025 (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 UNITED STATES 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 37 NORTH AMERICA: MARKET SNAPSHOT
                       TABLE 58 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 59 NORTH AMERICA: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 60 NORTH AMERICA: MARKET SIZE, BY SOLUTION, 2015–2019 (USD MILLION)
                       TABLE 61 NORTH AMERICA: MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION)
                       TABLE 62 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 63 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 64 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 65 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
                       TABLE 66 NORTH AMERICA: MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION)
                       TABLE 67 NORTH AMERICA: MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION)
                       TABLE 68 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                       TABLE 69 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION)
             10.2.9 UNITED STATES
                       TABLE 70 UNITED STATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 71 UNITED STATES: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 72 UNITED STATES: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 73 UNITED STATES: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 74 UNITED STATES: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 75 UNITED STATES: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
               10.2.10 CANADA
                                   TABLE 76 CANADA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                                   TABLE 77 CANADA: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                                   TABLE 78 CANADA: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                                   TABLE 79 CANADA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                                   TABLE 80 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                                   TABLE 81 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (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 82 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 83 EUROPE: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 84 EUROPE: MARKET SIZE, BY SOLUTION, 2015–2019 (USD MILLION)
                       TABLE 85 EUROPE: MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION)
                       TABLE 86 EUROPE: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 87 EUROPE: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 88 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 89 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
                       TABLE 90 EUROPE: MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION)
                       TABLE 91 EUROPE: MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION)
                       TABLE 92 EUROPE: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                       TABLE 93 EUROPE: MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION)
             10.3.6 UNITED KINGDOM
                       TABLE 94 UNITED KINGDOM: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 95 UNITED KINGDOM: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 96 UNITED KINGDOM: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 97 UNITED KINGDOM: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 98 UNITED KINGDOM: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 99 UNITED KINGDOM: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
             10.3.7 GERMANY
                       TABLE 100 GERMANY: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 101 GERMANY: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 102 GERMANY: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 103 GERMANY: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 104 GERMANY: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 105 GERMANY: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
             10.3.8 FRANCE
                       TABLE 106 FRANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 107 FRANCE: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 108 FRANCE: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 109 FRANCE: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 110 FRANCE: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 111 FRANCE: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
             10.3.9 REST OF EUROPE
                       TABLE 112 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 113 REST OF EUROPE: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 114 REST OF EUROPE: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 115 REST OF EUROPE: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 116 REST OF EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 117 REST OF EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (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 THE SINGAPORE STANDARD SS 564
             10.4.6 INTERNET DATA CENTER IN CHINA
                       FIGURE 38 ASIA PACIFIC: REGIONAL SNAPSHOT
                       TABLE 118 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 119 ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 120 ASIA PACIFIC: MARKET SIZE, BY SOLUTION, 2015–2019 (USD MILLION)
                       TABLE 121 ASIA PACIFIC: MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION)
                       TABLE 122 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 123 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 124 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 125 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
                       TABLE 126 ASIA PACIFIC: MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION)
                       TABLE 127 ASIA PACIFIC: MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION)
                       TABLE 128 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                       TABLE 129 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION)
             10.4.7 CHINA
                       TABLE 130 CHINA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 131 CHINA: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 132 CHINA: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 133 CHINA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 134 CHINA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 135 CHINA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
             10.4.8 JAPAN
                       TABLE 136 JAPAN: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 137 JAPAN: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 138 JAPAN: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 139 JAPAN: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 140 JAPAN: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 141 JAPAN: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
             10.4.9 INDIA
                       TABLE 142 INDIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 143 INDIA: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 144 INDIA: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 145 INDIA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 146 INDIA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 147 INDIA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
               10.4.10 AUSTRALIA AND NEW ZEALAND
                                   TABLE 148 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                                   TABLE 149 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                                   TABLE 150 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                                   TABLE 151 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                                   TABLE 152 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                                   TABLE 153 AUSTRALIA AND NEW ZEALAND: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
               10.4.11 INDONESIA
                                   TABLE 154 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                                   TABLE 155 INDONESIA: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                                   TABLE 156 INDONESIA: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                                   TABLE 157 INDONESIA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                                   TABLE 158 INDONESIA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                                   TABLE 159 INDONESIA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
               10.4.12 REST OF ASIA PACIFIC
                                   TABLE 160 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                                   TABLE 161 REST OF ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                                   TABLE 162 REST OF ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                                   TABLE 163 REST OF ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                                   TABLE 164 REST OF ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                                   TABLE 165 REST OF ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
     10.5 MIDDLE EAST AND AFRICA
             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 166 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 167 MIDDLE EAST AND AFRICA: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 168 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SOLUTION, 2015–2019 (USD MILLION)
                       TABLE 169 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION)
                       TABLE 170 MIDDLE EAST AND AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 171 MIDDLE EAST AND AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 172 MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 173 MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
                       TABLE 174 MIDDLE EAST AND AFRICA: MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION)
                       TABLE 175 MIDDLE EAST AND AFRICA: MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION)
                       TABLE 176 MIDDLE EAST AND AFRICA: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                       TABLE 177 MIDDLE EAST AND AFRICA : MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION)
             10.5.6 KINGDOM OF SAUDI ARABIA
                       TABLE 178 KINGDOM OF SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 179 KINGDOM OF SAUDI ARABIA: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 180 KINGDOM OF SAUDI ARABIA: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 181 KINGDOM OF SAUDI ARABIA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 182 KINGDOM OF SAUDI ARABIA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 183 KINGDOM OF SAUDI ARABIA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
             10.5.7 UNITED ARAB EMIRATES
                       TABLE 184 UNITED ARAB EMIRATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 185 UNITED ARAB EMIRATES: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 186 UNITED ARAB EMIRATES: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 187 UNITED ARAB EMIRATES: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 188 UNITED ARAB EMIRATES: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 189 UNITED ARAB EMIRATES: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
             10.5.8 SOUTH AFRICA
                       TABLE 190 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 191 SOUTH AFRICA: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 192 SOUTH AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 193 SOUTH AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 194 SOUTH AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 195 SOUTH AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
             10.5.9 REST OF MIDDLE EAST AND AFRICA
                       TABLE 196 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 197 REST OF MIDDLE EAST AND AFRICA: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 198 REST OF MIDDLE EAST AND AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 199 REST OF MIDDLE EAST AND AFRICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 200 REST OF MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 201 REST OF MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
     10.6 LATIN AMERICA
             10.6.1 LATIN AMERICA: 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 202 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 203 LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 204 LATIN AMERICA: MARKET SIZE, BY SOLUTION, 2015–2019 (USD MILLION)
                       TABLE 205 LATIN AMERICA: MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION)
                       TABLE 206 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 207 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 208 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 209 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
                       TABLE 210 LATIN AMERICA: MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION)
                       TABLE 211 LATIN AMERICA: MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION)
                       TABLE 212 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                       TABLE 213 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION)
             10.6.5 BRAZIL
                       TABLE 214 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 215 BRAZIL: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 216 BRAZIL: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 217 BRAZIL: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 218 BRAZIL: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 219 BRAZIL: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
             10.6.6 MEXICO
                       TABLE 220 MEXICO: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 221 MEXICO: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 222 MEXICO: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 223 MEXICO: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 224 MEXICO: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 225 MEXICO: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
             10.6.7 REST OF LATIN AMERICA
                       TABLE 226 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 227 REST OF LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
                       TABLE 228 REST OF LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)
                       TABLE 229 REST OF LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)
                       TABLE 230 REST OF LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 231 REST OF LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)

11 COMPETITIVE LANDSCAPE (Page No. - 200)
     11.1 MARKET EVALUATION FRAMEWORK
               FIGURE 39 MARKET EVALUATION FRAMEWORK
     11.2 MARKET SHARE ANALYSIS
               FIGURE 40 MARKET SHARE ANALYSIS OF COMPANIES IN THE CLOUD-BASED CONTACT CENTER MARKET
     11.3 HISTORICAL REVENUE ANALYSIS OF LEADING PLAYERS
               FIGURE 41 HISTORICAL FIVE-YEAR REVENUE ANALYSIS OF LEADING PLAYERS, 2015-2019
     11.4 COMPANY EVALUATION MATRIX
             11.4.1 DEFINITIONS AND METHODOLOGY
                       TABLE 232 COMPANY EVALUATION MATRIX: CRITERIA AND WEIGHTAGE
             11.4.2 STAR
             11.4.3 EMERGING LEADERS
             11.4.4 PERVASIVE
             11.4.5 PARTICIPANT
                       FIGURE 42 CLOUD-BASED CONTACT CENTER MARKET (GLOBAL): COMPANY EVALUATION MATRIX, 2020
     11.5 SMALL AND MEDIUM ENTERPRISE / STARTUP EVALUATION MATRIX
             11.5.1 DEFINITIONS AND METHODOLOGY
                       TABLE 233 SMALL AND MEDIUM ENTERPRISE/STARTUP EVALUATION MATRIX: CRITERIA WEIGHTAGE
             11.5.2 PROGRESSIVE COMPANIES
             11.5.3 RESPONSIVE COMPANIES
             11.5.4 DYNAMIC COMPANIES
             11.5.5 STARTING BLOCKS
                       FIGURE 43 CLOUD-BASED CONTACT CENTER MARKET (GLOBAL): SME/START UP EVALUATION MATRIX, 2020

12 COMPANY PROFILES (Page No. - 207)
     12.1 INTRODUCTION
(Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
     12.2 NICE
               FIGURE 44 NICE: COMPANY SNAPSHOT
     12.3 GENESYS
     12.4 FIVE9
               FIGURE 45 FIVE9: COMPANY SNAPSHOT
     12.5 VONAGE
               FIGURE 46 VONAGE: COMPANY SNAPSHOT
     12.6 TALKDESK
     12.7 8X8
               FIGURE 47 8X8: COMPANY SNAPSHOT
     12.8 CISCO
               FIGURE 48 CISCO: COMPANY SNAPSHOT
     12.9 AVAYA
               FIGURE 49 AVAYA: COMPANY SNAPSHOT
     12.10 SERENOVA
     12.11 CONTENT GURU
     12.12 ASPECT SOFTWARE
     12.13 RINGCENTRAL
     12.14 ENGHOUSE INTERACTIVE
     12.15 3CLOGIC
     12.16 AMEYO
     12.17 TWILIO
     12.18 VOCALCOM
     12.19 EVOLVE IP
*Details on Business Overview, Products, Solutions, & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
     12.20 STARTUP/SME PROFILES
               12.20.1 PYPESTREAM
               12.20.2 TECHSEE
               12.20.3 AIRCALL
               12.20.4 SENTIMENT MACHINES
               12.20.5 NUBITEL
               12.20.6 JUSTCALL
               12.20.7 DIALER360
               12.20.8 SERVETEL
               12.20.9 NEODOVE
               12.20.10 RULAI

13 ADJACENT AND RELATED MARKETS (Page No. - 266)
     13.1 INTRODUCTION
             13.1.1 RELATED MARKETS
             13.1.2 LIMITATIONS
     13.2 CONTACT CENTER SOFTWARE MARKET
             13.2.1 MARKET DEFINITION
                       TABLE 234 CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT, 2016–2023 (USD MILLION)
                       TABLE 235 SOFTWARE: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE, 2016–2023 (USD MILLION)
                       TABLE 236 SOFTWARE: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
                       TABLE 237 SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE,  2016–2023 (USD MILLION)
                       TABLE 238 SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION, 2016–2023 (USD MILLION)
     13.3 CONTACT CENTER ANALYTICS MARKET
             13.3.1 MARKET DEFINITION
                       TABLE 239 CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT, 2015–2022 (USD MILLION)
                       TABLE 240 SOFTWARE: CONTACT CENTER ANALYTICS MARKET SIZE, BY TYPE, 2015–2022 (USD MILLION)
                       TABLE 241 SERVICES: CONTACT CENTER ANALYTICS MARKET SIZE, BY TYPE, 2015–2022 (USD MILLION)

14 APPENDIX (Page No. - 271)
     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 use of extensive secondary sources, directories, and databases, such as D&B Hoovers, DiscoverOrg, Factiva, data center associations, vendor data sheets, product demos, Cloud Computing Association (CCA), Asia Cloud Computing Association, and The Software Alliance. All these sources were referred to identify and collect information useful for this technical, market-oriented, and commercial study of the cloud-based contact center market. The primary sources were mainly several industry experts from the core and related industries, preferred software providers, hardware manufacturers, distributors, service providers, technology developers, alliances, and organizations related to all the segments of the industry’s value chain. In-depth interviews were conducted with various primary respondents, including key industry participants, subject-matter experts, C-level executives of key market players, and industry consultants, to obtain and verify critical qualitative and quantitative information and assess the market’s prospects.

Secondary Research

The market size of the companies offering the cloud-based contact center solutions was based on the secondary data available through paid and unpaid sources, and by analyzing the product portfolios of major companies in the ecosystem and rating the companies based on their product capabilities and business strategies. In the secondary research process, various sources were referred to for identifying and collecting information for the study. The secondary sources included annual reports, press releases, and investor presentations of companies, and product data sheets, white papers, journals, and certified publications, and articles from recognized authors, government websites, directories, and databases.

Primary Research

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

The following figure depicts the breakup of the 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

Both top-down and bottom-up approaches were used to estimate and validate the total size of the cloud-based contact center market. They were also used extensively to estimate the size of various subsegments in the market. The research methodology used to estimate the market size includes the following:

  • The key players in the industry and markets have been identified through extensive secondary research.
  • The industry’s supply chain and market size, in terms of value, have been determined through primary and secondary research processes.
  • All percentage shares, splits, and breakdowns have been determined using secondary sources and verified through primary sources.

Data Triangulation

After arriving at the overall market size—using the market size estimation processes as explained above—the market was split into several segments and subsegments. To complete the overall market engineering process and arrive at the exact statistics of each market segment and subsegment, the data triangulation, and market breakup procedures were employed, wherever applicable. The data was triangulated by studying several factors and trends from both the demand and supply sides in the cloud system market.

Report Objectives

  • To define, describe, and forecast the cloud-based contact center market by component (solutions and services), deployment model, organization size, industry, and region
  • To provide detailed information about the major factors (drivers, restraints, opportunities, and industry-specific challenges) influencing the market growth
  • To analyze the opportunities in the market and provide details of the competitive landscape for stakeholders and market leaders
  • To forecast the market size of the segments with respect to five main regions: North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America
  • To profile the key players and comprehensively analyze their market rankings and core competencies
  • To analyze competitive developments, such as partnerships, new product launches, and mergers and acquisitions, in the cloud-based contact center market
  • To analyze the impact of the COVID-19 pandemic on the cloud-based contact center market

Available Customizations

With the given market data, MarketsandMarkets offers customizations as per the company’s specific needs and on a best effort basis for the profiling of additional market players.

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

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Related Technologies/Products

 

Adjacent Markets

Mar. Size
2018
CAGR 2018-23

Competitive Landscape

 
 
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Report Code
TC 2662
Published ON
Oct, 2020
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