Cloud-Based Contact Center Market: Global Industry Analysis, Trends, and Forecasts (2021 – 2027)

Cloud-Based Contact Center Market was valued at US$ 11.5 Bn. in 2020 and is expected to reach US$ 54.2 Bn. by 2027, at a CAGR of 24.8% during a forecast period.

Cloud-Based Contact Center Market Overview:

The Cloud-Based Contact Center includes software, which includes a suite of tools, and cloud-hosted services such as intelligent call routing, various communication channels, agent management, and analytics. It provides and enables businesses to use data stored in the cloud. It is critical in assisting organizations in adopting a methodical approach and improving performance. Cloud centers are in high demand due to their finest benefits such as cost reduction, improved ROI, increased flexibility and scalability, improved agent efficiency, better client experiences, and staff empowerment. Cloud-Based Contact Center Market To know about the Research Methodology :- Request Free Sample Report The report has covered the market trends from 2016 to forecast the market through 2027. 2020 is considered a base year. Special attention is given to 2020 and effect of lockdown on the demand and supply, and also the impact of lockdown for next two years on the market. Some companies have done well in lockdown also and specific strategic analysis of those companies is done in the report. COVID -19 Impact on Cloud-Based Contact Center Market: The COVID-19 pandemic has altered everything in the world. Due to the virus's escalating spread over the world, several countries are taking steps to prevent its transmission by imposing lockdowns, maintaining social distance, employing face masks or shields, and shutting down all manufacturing, educational, and business sectors, among other things. To preserve social distance from one another in this pandemic condition, businesses are turning to cloud-based contact center solutions to run their day-to-day operations remotely.

Cloud-Based Contact Center Market Dynamics:

Cloud compliance requirements, as well as a pay-per-use subscription pricing model for end users, are likely to support the growth of the cloud-based contact center industry. The majority of firms instil powerful Social Media, Mobile Analytics, and Cloud (SMAC) technology in their contact centers. These technologies assist the company in opening new operations in order to meet the changing client preferences and the demand for multi-channel consistency. These technologies assist organizations in increasing the agility of their business processes by addressing changing client preferences and the need for multi-channel consistency. Modern contact centers are focused on capabilities such as communication as a service, smartphone access to provide contact center agents with relevant real-time information, virtual contact centers to reduce costs and complexity, and advanced analytics to analyses unstructured data in bulk and deliver key insights into customer behavior. Cloud-Based Contact Center Market Improving the customer experience, as well as the increased interest of global companies in investing in the sector, is expected to be one of the primary cloud-based contact center market possibilities to drive market growth. Contact centers routinely hold massive volumes of data that have been attracted by hackers and may alter the data may be the market's major challenge. The risk of information loss could limit the market growth. Another factor hampering market growth is a lack of understanding about the benefits of cloud-based contact centers in a few economically emerging nations. Unfortunately, contact centers, which often handle a large amount of sensitive consumer data, are no exception. Contact centers routinely acquire and retain a massive amount of client information, which draws cybercriminals to target them.

Cloud-Based Contact Center Market segment analysis:

Based on organization size, the large enterprise segment held the largest market share of xx% in 2020. Customers of the large enterprise are spread throughout multiple locations. Large enterprises are expected to invest in cutting-edge technologies in order to run their businesses efficiently. Furthermore, huge corporations seek to employ solutions and services that are expected to help them increase their profits. As a result, large enterprises are likely to increase their use of contact center software solutions. Based on industry, the IT and telecom segment held the largest market share of xx% in 2020. The IT and telecommunications industries are becoming more competitive than ever. Several new companies are entering the industry, each with its own innovative ways and approaches to success. As a result, firms that have already established themselves in the sector are widely implementing contact center software solutions to improve business operations efficiency. The retailer is the second dominant segment and it held xx% of the share in 2020. Customers are increasingly turning to digital media for their buying needs. Furthermore, consumer adoption of new technologies and channels has compelled consumer goods and retail organizations to adapt to contact center software solutions in order to provide excellent customer experiences. Through individualized client encounters, these technologies assist organizations and merchants in developing strong customer relationships. Cloud-Based Contact Center Market

Cloud-Based Contact Center Market Regional Insight:

The North America region held the largest market share of xx% in 2020. Because of the existence of major vendors and the increasing acceptance of related services Because of the growing acceptance of cloud-based solutions, as well as the development and deployment of beneficial technologies such as the Internet of Things (IoT), the Asia-Pacific area is growing at a quicker rate. The availability of cloud-based contact centers at a cheaper cost by the region's key vendors fosters industry expansion. Large-scale digitalization initiatives and an increasing number of startups in this region are propelling the cloud-based contact center industry at a rapid pace. The objective of the report is to present a comprehensive analysis of the Cloud-Based Contact Center market to the stakeholders in the industry. The past and current status of the industry with the forecasted market size and trends are presented in the report with the analysis of complicated data in simple language. The report covers all the aspects of the industry with a dedicated study of key players that include market leaders, followers, and new entrants. PORTER, PESTEL analysis with the potential impact of micro-economic factors of the market have been presented in the report. External as well as internal factors that are supposed to affect the business positively or negatively have been analyzed, which will give a clear futuristic view of the industry to the decision-makers. The report also helps in understanding the Cloud-Based Contact Center market dynamics, structure by analyzing the market segments and projects the Cloud-Based Contact Center market size. Clear representation of competitive analysis of key players by product, price, financial position, product portfolio, growth strategies, and regional presence in the Cloud-Based Contact Center market make the report investor’s guide.

Cloud-Based Contact Center Market Scope: Inquiry Before Buying

Cloud-Based Contact Center Market
Report Coverage Details
Base Year: 2020 Forecast Period: 2021-2027
Historical Data: 2016 to 2020 Market Size in 2020: US $ 11.5 Bn.
Forecast Period 2021 to 2027 CAGR: 24.8 % Market Size in 2027: US $ 54.2 Bn.
Segments Covered: by Component • Solution • Services o Professional o Managed
by Organization Size •Large Enterprise • SMEs
by Deployment mode • Public Cloud • Private Cloud • Hybrid Cloud
by Industry • BFSI • Government & Public Sector • IT and Telecom • Manufacturing • Healthcare • Retail • Media & Entertainment • Others

Cloud-Based Contact Center Market, by Region

• North America • Europe • Asia Pacific • Middle East and Africa • South America

Cloud-Based Contact Center Market Key Players

• NICE • Genesys • Five9 • Vonage • Talkdesk • 8x8 • Cisco • Avaya • Serenova • Content Guru • Aspect Software • RingCentral • Enghouse Interactive • 3CLogic • Ameyo • Twilio • Vocalcom • Evolve IP • Pypestream • TechSee • Sentiment Machines Frequently Asked Questions: 1. Which region has the largest share in Cloud-Based Contact Center Market? Ans: North America region holds the highest share in 2020. 2. What is the growth rate of Cloud-Based Contact Center Market? Ans: The Cloud-Based Contact Center Market is growing at a CAGR of 24.8 % during forecasting period 2021-2027. 3. What segments are covered in Cloud-Based Contact Center market? Ans: Cloud-Based Contact Center Market is segmented into component, deployment mode, organization size, industry and region. 4. Who are the key players in Cloud-Based Contact Center market? Ans: The important key players in the Cloud-Based Contact Center Market are – NICE , Genesys , Five9 , Vonage , Talkdesk , 8x8 , Cisco , Avaya , Serenova , Content Guru ,Aspect Software , RingCentral , Enghouse Interactive , 3CLogic , Ameyo. 5. What is the study period of this market? Ans: The Cloud-Based Contact Center Market is studied from 2020 to 2027.
1. Global Cloud Based Contact Center Market: Research Methodology 2. Global Cloud Based Contact Center Market: Executive Summary 2.1. Market Overview and Definitions 2.1.1. Introduction to Global Cloud Based Contact Center Market 2.2. Summary 2.2.1. Key Findings 2.2.2. Recommendations for Investors 2.2.3. Recommendations for Market Leaders 2.2.4. Recommendations for New Market Entry 3. Global Cloud Based Contact Center Market: Competitive Analysis 3.1. MMR Competition Matrix 3.1.1. Market Structure by region 3.1.2. Competitive Benchmarking of Key Players 3.2. Consolidation in the Market 3.2.1 M&A by region 3.3. Key Developments by Companies 3.4. Market Drivers 3.5. Market Restraints 3.6. Market Opportunities 3.7. Market Challenges 3.8. Market Dynamics 3.9. PORTERS Five Forces Analysis 3.10. PESTLE 3.11. Regulatory Landscape by region • North America • Europe • Asia Pacific • The Middle East and Africa • Latin America 3.12. COVID-19 Impact 4. Global Cloud Based Contact Center Market Segmentation 4.1. Global Cloud Based Contact Center Market, by Component (2020-2027) • Solution • Services o Professional o Managed 4.2. Global Cloud Based Contact Center Market, by Deployment Model (2020-2027) • Public Cloud • Private Cloud • Hybrid Cloud 4.3. Global Cloud Based Contact Center Market, by Organization size (2020-2027) • Small & Medium Enterprises • Large Enterprises 4.4. Global Cloud Based Contact Center Market, by Industry (2020-2027) • BFSI • Government & Public Sector • IT and Telecom • Manufacturing • Healthcare • Retail • Media & Entertainment • Others 5. North America Cloud Based Contact Center Market(2020-2027) 5.1. North America Cloud Based Contact Center Market, by Component (2020-2027) • Solution • Services o Professional o Managed 5.2. North America Cloud Based Contact Center Market, by Deployment Model (2020-2027) • Public Cloud • Private Cloud • Hybrid Cloud 5.3. North America Cloud Based Contact Center Market, by Organization size (2020-2027) • Small & Medium Enterprises • Large Enterprises 5.4. North America Cloud Based Contact Center Market, by Industry (2020-2027) • BFSI • Government & Public Sector • IT and Telecom • Manufacturing • Healthcare • Retail • Media & Entertainment • Others 5.5. North America Cloud Based Contact Center Market, by Country (2020-2027) • United States • Canada • Mexico 6. European Cloud Based Contact Center Market (2020-2027) 6.1. European Cloud Based Contact Center Market, by Component (2020-2027) 6.2. European Cloud Based Contact Center Market, by Deployment Model (2020-2027) 6.3. European Cloud Based Contact Center Market, by Organization size (2020-2027) 6.4. European Cloud Based Contact Center Market, by Industry(2020-2027) 6.5. European Cloud Based Contact Center Market, by Country (2020-2027) • UK • France • Germany • Italy • Spain • Sweden • Austria • Rest Of Europe 7. Asia Pacific Cloud Based Contact Center Market (2020-2027) 7.1. Asia Pacific Cloud Based Contact Center Market, by Component (2020-2027) 7.2. Asia Pacific Cloud Based Contact Center Market, by Deployment Model (2020-2027) 7.3. Asia Pacific Cloud Based Contact Center Market, by Organization size (2020-2027) 7.4. Asia Pacific Cloud Based Contact Center Market, by Industry(2020-2027) 7.5. Asia Pacific Cloud Based Contact Center Market, by Country (2020-2027) • China • India • Japan • South Korea • Australia • ASEAN • Rest Of APAC 8. Middle East and Africa Cloud Based Contact Center Market (2020-2027) 8.1. Middle East and Africa Cloud Based Contact Center Market, by Component (2020-2027) 8.2. Middle East and Africa Cloud Based Contact Center Market, by Deployment Model (2020-2027) 8.3. Middle East and Africa Cloud Based Contact Center Market, by Organization size (2020-2027) 8.4. Middle East and Africa Cloud Based Contact Center Market, by Industry(2020-2027) 8.5. Middle East and Africa Cloud Based Contact Center Market, by Country (2020-2027) • South Africa • GCC • Egypt • Nigeria • Rest Of ME&A 9. Latin America Cloud Based Contact Center Market (2020-2027) 9.1. Latin America Cloud Based Contact Center Market, by Component (2020-2027) 9.2. Latin America Cloud Based Contact Center Market, by Deployment Model (2020-2027) 9.3. Latin America Cloud Based Contact Center Market, by Organization size (2020-2027) 9.4. Latin America Cloud Based Contact Center Market, by Industry(2020-2027) 9.5. Latin America Cloud Based Contact Center Market, by Country (2020-2027) • Brazil • Argentina • Rest Of Latin America 10. Company Profile: Key players 10.1. NICE 10.1.1. Financial Overview 10.1.2. Global Presence 10.1.3. Capacity Portfolio 10.1.4. Business Strategy 10.1.5. Recent Developments 10.2. Genesys 10.3. Five9 10.4. Vonage 10.5. Talkdesk 10.6. 8x8 10.7. Cisco 10.8. Avaya 10.9. Serenova 10.10. Content Guru 10.11. Aspect Software 10.12. RingCentral 10.13. Enghouse Interactive 10.14. 3CLogic 10.15. Ameyo 10.16. Twilio 10.17. Vocalcom 10.18. Evolve IP 10.19. Pypestream 10.20. TechSee 10.21. Sentiment Machines

About This Report

Report ID12137
Category Information Technology & Telecommunication
Published DateOctober 2019
Updated DateNov 2021
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