HOME Research Insight NICE Ltd. (Israel) and 3CLogic (US) are the Key Players in the Cloud-Based Contact Center Market



NICE Ltd. (Israel) and 3CLogic (US) are the Key Players in the Cloud-Based Contact Center Market


The exponential need for improved business continuity and cloud compliance requirements are expected to positively impact the growing demand for cloud-based contact center offerings across the globe. The cloud-based contact center market is expected to witness a significant growth, owing to the rise in adoption of cloud-based services by the Small and Medium-sized Enterprises (SMEs). The global cloud-based contact center market is projected to reach USD 20.93 Billion by 2022 and is expected to grow at a Compound Annual Growth Rate (CAGR) of 25.2% during the forecast period.

The cloud-based contact center market includes various vendors, such as 8x8 Inc. (US), Five9 (US), Cisco Systems (US), Genesys (US), Oracle (US), NewVoiceMedia (UK), Connect First (US), Aspect Software (US), NICE Ltd. (Israel), and 3CLogic (US). These players have embraced different strategies to expand their global presence and increase their market shares. New product launches and partnerships/collaborations are some of the significant strategies embraced by the market players to accomplish developments in the cloud-based contact center market. Several companies, such as 8x8 Inc., Genesys, NICE Ltd., and Five9 have adopted these strategies to expand their product portfolios.

NICE Ltd., is one of the major providers of cloud-based contact center offerings. The company focuses on providing advanced customer engagement solutions to its clients across the globe. In addition, it has focused on inorganic growth through strategic partnerships and acquisitions. For instance, in November 2016, NICE Ltd. announced the acquisition of inContact. This acquisition enabled inContact to provide an integrated, analytics-driven contact center and Workforce Optimization (WFO) suite in the cloud. Moreover, the company partnered with players, such as EMC, to enhance cloud performance, and reduce storage cost. The company’s extensive focus on inorganic growth strategy has helped the company gain a leading position in the global cloud-based contact center market.

3CLogic provides an enterprise-grade communications solution that increases efficiency and helps in transforming the customer experience. The company has focused its strategic efforts toward delivering contact center solutions that provide security, reliability, flexibility, and scalability. These solutions provided by 3CLogic enables the organizations to get accurate information about customers, further respond to their queries, and improve customer satisfaction. The company offers integrated customer interaction channels, such as voice, chat, and social media, which enhances the customer experiences. In May 2016, 3CLogic announced the latest release of Cloud Communication Platform, a hybrid cloud solution for enterprises and the contact center industry. The company’s strategic move toward developing new and innovative products and further enhancing existing products have helped it gain a leading position in the global cloud-based contact center market.

Related Reports:

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

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