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Cloud-Based Contact Center Market – Global Industry Analysis and Forecast (2017-2026) – by Component, Organization Size, Deployment Mode, Industry, and Geography

Market Scenario

Cloud-Based Contact Center Market is expected to propel US$ XX Bn by 2026 with a CAGR of XX% in the forecasting period 2018-2026. A cloud contact centre refers to the central point in an enterprise, being hosted on an Internet server, from where all inbound, as well as the outbound customer communications, are handled. As users continue to increase their use of digital channels to attach with businesses, the necessity to update the contact centre is imperious. Reducing costs and improving ROI, providing better customer experiences and employee empowerment, optimizing agent efficiency, and improving scalability and flexibility are some of the major driving factors for the Cloud-Based Contact Center Market. Cloud-based contact centre solutions allow numerous companies to employ contact centre providers’ contributions to the cloud. These results streamline the procedure of providing reorganized, up-to-date facilities to customers and distinguish these services to match preferences and demands. However, lack of knowledge and risk of information loss are certain factors to restrain the Cloud-Based Contact Center Market growth. The Cloud-Based Contact Center Market has been segmented on the basis of organization sizes into Small and Medium-sized Enterprises (SMEs) and the large enterprises. The large enterprises segment is expected to have the larger market share because of enhanced cloud-based contact center systems helping to enhance customer experience. The advantages, like better scalability, and improved flexibility are further expected to create significant demand for cloud-based contact center solutions fuelling the overall growth.Cloud-Based Contact Center Market The Cloud-Based Contact Center Market is segmented by component, organization size, deployment mode, industry, and region. The hybrid cloud among the deployment mode is expected to hold a higher market share as compared to the private and public cloud. A mix of private and public properties gives organizations an added advantage of understanding the exact storage need and requirements resulting in higher demand. North America is estimated to hold the largest market size in 2018. The market in North America is expected to have the largest market share because of the presence of major vendors and an increase in adoption of associated services. The key players of Cloud-Based Contact Center Market includeOracle (US), 8x8 Inc. (US), Cisco Systems (US), Five9 (US), and Genesys (US).

The scope of the Cloud-Based Contact Center Market :

Cloud-Based Contact Center Market, By Component

• Solution • Services o Professional o Managed

Cloud-Based Contact Center Market, By Organization Size

• Large Enterprise • SMEs

Cloud-Based Contact Center Market, By Deployment Mode

• Public Cloud • Private Cloud • Hybrid Cloud

Cloud-Based Contact Center Market, By Industry

• Banking, Financial Services, and Insurance • Government & Public Sector • IT and Telecom • Manufacturing • Healthcare • Retail • Media & Entertainment • Others

Cloud-Based Contact Center Market, By Geography

• North America • Europe • Asia-Pacific • Middle East & Africa • Latin America

Key Players operating in the Cloud-Based Contact Center Market :

• Oracle • Five9 • Nice Ltd. • 8x8 Inc. • Connect First • Cisco Systems • Genesys • Aspect Software • 3clogic • NewVoiceMedia • 3CLogic Passive Authentication Market

Table of Contents

Cloud-Based Contact Center Market

  1. INTRODUCTION 1.1. Cloud-Based Contact Center Market description & Scope (2016-2024) 1.2. Objectives 1.2.1. Key Takeaways 1.2.2. Abbreviations & Acronyms 2. RESEARCH METHODOLOGY 2.1. Methods used for market forecasting 2.2. Data Sources 2.2.1. Paid Databases 2.2.2. Primary Sources 2.2.3. Secondary Sources 3. EXECUTIVE SUMMARY 3.1. Cloud-Based Contact Center Market, Major Findings 3.1.1. Cloud-Based Contact Center Market, Key Segment Trends 3.1.1.1. Component 3.1.1.2. Deployment Mode 3.1.1.3. Organization Size 3.1.1.4. Industry 3.1.2. Cloud-Based Contact Center Market, Key Regional Trends 3.2. Cloud-Based Contact Center Market, Key Companies and their Strategies 4. MARKET OVERVIEW 4.1. Cloud-Based Contact Center Concept & Definition 4.2. Segments Overview 4.2.1. Cloud-Based Contact Center Market, By Component 4.2.1.1. Solution 4.2.1.2. Services 4.2.1.2.1. Professional 4.2.1.2.2. Managed 4.2.2. Cloud-Based Contact Center Market, By Deployment Mode 4.2.2.1. Public Cloud 4.2.2.2. Private Cloud 4.2.2.3. Hybrid Cloud 4.2.3. Cloud-Based Contact Center Market, By Organization Size 4.2.3.1. Large Enterprise 4.2.3.2. SMEs 4.2.4. Cloud-Based Contact Center Market, By Industry 4.2.4.1. Banking, Financial Services, and Insurance 4.2.4.2. Government & Public Sector 4.2.4.3. IT and Telecom 4.2.4.4. Manufacturing 4.2.4.5. Healthcare 4.2.4.6. Retail 4.2.4.7. Media & Entertainment 4.2.4.8. Others 4.3. Cloud-Based Contact Center Market, Market Dynamics 4.3.1. Drivers 4.3.2. Restraints 4.3.3. Opportunities 4.4. Porter’s Analysis 4.5. PESTLE Analysis 4.6. Fragmentation 4.6.1. Key strategic Alliances of companies (inorganic & organic) 4.6.2. Company Market Share (Top 10 Players) 4.6.3. Comparative Analysis of Key players in Cloud-Based Contact Center 4.7. Key Trends 5. GLOBAL CLOUD-BASED CONTACT CENTER COMPONENT ESTIMATES & TREND ANALYSIS (2016 – 2024) 5.1. Global Cloud-Based Contact Center Market: Component Analysis 5.1.1. Solution 5.1.1.1. Market Share and growth forecasts, 2016 – 2024 (USD Billion) 5.1.2. Services 5.1.2.1. Market Share and growth forecasts, 2016 – 2024 (USD Billion) 5.2. Global Cloud-Based Contact Center Market: Component Trends 6. GLOBAL CLOUD-BASED CONTACT CENTER DEPLOYMENT MODE ESTIMATES & TREND ANALYSIS (2016 – 2024) 6.1. Global Cloud-Based Contact Center Market: Deployment Mode Analysis 6.1.1. Public 6.1.1.1. Market Share and growth forecasts,2016 – 2024 (USD Billion) 6.1.2. Private 6.1.2.1. Market Share and growth forecasts, 2016 – 2024 (USD Billion) 6.1.3. Hybrid 6.1.3.1. Market Share and growth forecasts, 2016 – 2024 (USD Billion) 6.2. Global Cloud-Based Contact Center Market: Deployment Mode Trends 7. GLOBAL CLOUD-BASED CONTACT CENTER ORGANIZATION SIZE ESTIMATES & TREND ANALYSIS (2016 – 2024) 7.1. Global Cloud-Based Contact Center Market: Organization Size Analysis 7.1.1. Large Enterprise 7.1.1.1. Market Share and growth forecasts,2016 – 2024 (USD Billion) 7.1.2. SMEs 7.1.2.1. Market Share and growth forecasts, 2016 – 2024 (USD Billion) 7.2. Global Cloud-Based Contact Center Market: Organization Size Trends 8. GLOBAL CLOUD-BASED CONTACT CENTER INDUSTRY ESTIMATES & TREND ANALYSIS (2016 – 2024) 8.1. Global Cloud-Based Contact Center Market: Industry Analysis 8.1.1. BFSI 8.1.1.1. Market Share and growth forecasts,2016 – 2024 (USD Billion) 8.1.2. IT and Telecom 8.1.2.1. Market Share and growth forecasts, 2016 – 2024 (USD Billion) 8.1.3. Retail 8.1.3.1. Market Share and growth forecasts, 2016 – 2024 (USD Billion) 8.1.4. Government & Public Sector 8.1.4.1. Market Share and growth forecasts,2016 – 2024 (USD Billion) 8.1.5. Manufacturing 8.1.5.1. Market Share and growth forecasts, 2016 – 2024 (USD Billion) 8.1.6. Healthcare 8.1.6.1. Market Share and growth forecasts,2016 – 2024 (USD Billion) 8.1.7. Media & Entertainment 8.1.7.1. Market Share and growth forecasts,2016 – 2024 (USD Billion) 8.1.8. Others 8.1.8.1. Market Share and growth forecasts, 2016 – 2024 (USD Billion) 8.2. Global Cloud-Based Contact Center Market: Industry Trends 9. REGIONAL ESTIMATES & TREND ANALYSIS (2016 – 2024) 9.1. North America Cloud-Based Contact Center market share by Region, 2016 & 2025 9.2. North America 9.2.1. North America Cloud-Based Contact Center market, Market Share and growth forecasts, 2016 – 2024 (USD Billion) 9.2.2. Cloud-Based Contact Center Drivers for North America Market 9.2.3. Market Share Analysis and Growth Forecast, by Country 9.2.3.1. US 9.2.3.2. Canada 9.2.4. Country-wise GDP Growth Forecast 9.2.5. Cloud-Based Contact Center Trends In North America Market 9.3. Europe 9.3.1. Europe Cloud-Based Contact Center market, Market Share and growth forecasts, 2016 – 2024 (USD Billion) 9.3.2. Cloud-Based Contact Center Drivers For Europe Market 9.3.3. Market Share Analysis and Growth Forecast, by Country 9.3.3.1. UK 9.3.3.2. Germany 9.3.3.3. France 9.3.3.4. Russia 9.3.3.5. Spain 9.3.3.6. Italy 9.3.3.7. Others 9.3.4. Country-wise GDP Growth Forecast 9.3.5. Cloud-Based Contact Center Trends In Europe Market 9.4. Asia Pacific 9.4.1. Asia Pacific Cloud-Based Contact Center market, Market Share and growth forecasts, 2016 – 2024 (USD Billion) 9.4.2. Cloud-Based Contact Center Drivers for Asia Pacific Market 9.4.3. Market Share Analysis and Growth Forecast, by Country 9.4.3.1. China 9.4.3.2. Japan 9.4.3.3. India 9.4.3.4. South Korea 9.4.3.5. Australia 9.4.3.6. Others 9.4.4. Country-wise GDP Growth Forecast 9.4.5. Cloud-Based Contact Center Trends In Asia Pacific Market 9.5. Middle-east and Africa 9.5.1. Middle-east and Africa Cloud-Based Contact Center market, Market Share and growth forecasts, 2016 – 2024 (USD Billion) 9.5.2. Cloud-Based Contact Center Drivers for Middle-east and Africa Market 9.5.3. Market Share Analysis and Growth Forecast, by Country 9.5.3.1. GCC Countries 9.5.3.2. Saudi Arabia 9.5.3.3. Others 9.5.4. Cloud-Based Contact Center Trends In Middle-east and Africa Market 9.6. Latin America 9.6.1. Latin America Cloud-Based Contact Center market, Market Share and growth forecasts, 2016 – 2024 (USD Billion) 9.6.2. Cloud-Based Contact Center Drivers for Latin America Market 9.6.3. Market Share Analysis and Growth Forecast, by Country 9.6.3.1. Brazil 9.6.3.2. Mexico 9.6.3.3. Others 9.6.4. Cloud-Based Contact Center Trends In Latin America Market 10. MARKET COMPETITION ANALYSIS 10.1. Strategy Framework 10.2. Consolidation 10.2.1. Patent Analysis 10.2.2. Mergers & Acquisitions 10.2.2.1. Product Based 10.2.2.2. Services Based 10.2.2.3. Region-Based 10.2.2.4. List of Mergers & Acquisitions 10.2.3. Company Benchmarking (Revenue & Profit Based) 10.2.4. Strategic Assessment of Company Consolidations 10.2.5. Emerging Business Models 10.3. Company Profiles 10.3.1. Oracle 10.3.1.1. Company overview 10.3.1.2. Key financials 10.3.1.3. Geographical presence 10.3.1.4. Product and Business Segments 10.3.1.5. Strategic initiatives 10.3.1.6. SWOT analysis 10.3.1.7. Competitive positioning and landscape 10.3.2. Five9 10.3.2.1. Company overview 10.3.2.2. Key financials 10.3.2.3. Geographical presence 10.3.2.4. Product and Business Segments 10.3.2.5. Strategic initiatives 10.3.2.6. SWOT analysis 10.3.2.7. Competitive positioning and landscape 10.3.3. Nice Ltd. 10.3.3.1. Company overview 10.3.3.2. Key financials 10.3.3.3. Geographical presence 10.3.3.4. Product and Business Segments 10.3.3.5. Strategic initiatives 10.3.3.6. SWOT analysis 10.3.3.7. Competitive positioning and landscape 10.3.4. 8x8 Inc. 10.3.4.1. Company overview 10.3.4.2. Key financials 10.3.4.3. Geographical presence 10.3.4.4. Product and Business Segments 10.3.4.5. Strategic initiatives 10.3.4.6. SWOT analysis 10.3.4.7. Competitive positioning and landscape 10.3.5. Connect First 10.3.5.1. Company overview 10.3.5.2. Key financials 10.3.5.3. Geographical presence 10.3.5.4. Product and Business Segments 10.3.5.5. Strategic initiatives 10.3.5.6. SWOT analysis 10.3.5.7. Competitive positioning and landscape 10.3.6. Cisco Systems 10.3.6.1. Company overview 10.3.6.2. Key financials 10.3.6.3. Geographical presence 10.3.6.4. Product and Business Segments 10.3.6.5. Strategic initiatives 10.3.6.6. SWOT analysis 10.3.6.7. Competitive positioning and landscape 10.3.7. Genesys 10.3.7.1. Company overview 10.3.7.2. Key financials 10.3.7.3. Geographical presence 10.3.7.4. Product and Business Segments 10.3.7.5. Strategic initiatives 10.3.7.6. SWOT analysis 10.3.7.7. Competitive positioning and landscape 10.3.8. Aspect Software 10.3.8.1. Company overview 10.3.8.2. Key financials 10.3.8.3. Geographical presence 10.3.8.4. Product and Business Segments 10.3.8.5. Strategic initiatives 10.3.8.6. SWOT analysis 10.3.8.7. Competitive positioning and landscape 10.3.9. 3clogic 10.3.9.1. Company overview 10.3.9.2. Key financials 10.3.9.3. Geographical presence 10.3.9.4. Product and Business Segments 10.3.9.5. Strategic initiatives 10.3.9.6. SWOT analysis 10.3.9.7. Competitive positioning and landscape 10.3.10. NewVoiceMedia 10.3.10.1. Company overview 10.3.10.2. Key financials 10.3.10.3. Geographical presence 10.3.10.4. Product and Business Segments 10.3.10.5. Strategic initiatives 10.3.10.6. SWOT analysis 10.3.10.7. Competitive positioning and landscape 10.3.11. 3CLogic 10.3.11.1. Company overview 10.3.11.2. Key financials 10.3.11.3. Geographical presence 10.3.11.4. Product and Business Segments 10.3.11.5. Strategic initiatives 10.3.11.6. SWOT analysis 10.3.11.7. Competitive positioning and landscape

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Report ID12137
Category Information Technology & Telecommunication
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