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Pulished Date August, 2019
ID: 8285
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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 (2020 - 2025)

Pulished: August, 2019
ID: 8285
Pages: 170

Cloud-Based Contact Center Size & Growth (2020 – 2025)

As of 2019, Cloud-Based Contact Center market is valued at 10 billion USD, and it is estimated to reach 31.25 billion USD by the year 2025 with an average CAGR of 26.3 % during the forecast period.

North America has the largest market share while Asia-Pacific (APAC) region has the highest CAGR of the Cloud-Based Contact Center market.

Market Drivers and Restraints

Drivers

Many large corporations realize that Cloud-Based Contact Centre’s are a very cost-effective method by establishing their centers in an economy which provides cheap skilled labor.  With the growing adoption of cloud, the movement of solution providers offering full suites of contact center applications is growing rapidly.

Restraints

If a company is establishing a cloud-based contact center outside the country, they are essentially taking away the jobs from their own country and recently there has been a lot of pressure from the Government to avoid that.

This global market research report is segmented and sub-segmented as following:

By Solution

  1. Automatic Call Distribution (ACD)
  2. Agent Performance Optimization (APO)
  3. Dialers
  4. Interactive Voice Response (IVR)
  5. Computer Telephony Integration (CTI)
  6. Reporting and analytics
  7. Security
  8. Others (issue tracking, omnichannel, and mobile care solution)

Based on the solution, the security segment is expected to lead the market in the forecast period. This is because of the presence of personal information that these systems use to serve customers which are expected to witness an explosion of security intrusions and need enhanced security and active corporate vigilance to accomplish these security standards.

By Service

  1. Professional service
  2. Managed service

Based on service, a managed service is expected to lead the market in the forecast period. This is because the managed service focuses on the service quality and end-user experience while delivering speed, cost optimization, and quality of service.

By Application

  1. Call routing and queuing
  2. Data integration and recording
  3. Chat quality and monitoring
  4. Real-time decision-making
  5. Workforce Optimization (WFO)

By Deployment Mode:

  1. Public cloud
  2. Private cloud
  3. Hybrid cloud

By Organization Size

  1. Small and Medium-sized Enterprises (SMEs)
  2. Large Enterprises

By Vertical

  1. Banking, Financial Services, and Insurance (BFSI)
  2. Consumer goods and retail
  3. Government and public sector
  4. Healthcare and life sciences
  5. Manufacturing
  6. Media and entertainment
  7. Telecommunication and Information Technology Enabled Services (ITES)
  8. Others (transportation and logistics, and education

Geographical Analysis

North America commands the highest market share of Cloud-Based Contact Center Market as of 2018, and it’s expected to remain so in the forecast period. This is because of the presence of several vendors and the rapid adoption of cloud-based solutions in the US. Furthermore, APAC is expected to grow at the highest CAGR during the forecast period. Rapid economic growth, the presence of cheap skilled labor are the reasons behind APAC’s highest growth rates in the Cloud-Based Contact Center market.

Some of the major vendors operating in Cloud-Based Contact Centre Market are

  1. 8x8 Inc.
  2. Five9
  3. Cisco Systems
  4. Genesys
  5. Oracle
  6. NewVoiceMedia
  7. Connect First
  8. Aspect Software
  9. NICE Ltd.
  10. 3CLogic

1. Introduction                                

               1.1 Market Definition                    

               1.2 Scope of the report                

               1.3 Study Assumptions                  

               1.4 Base Currency, Base Year and Forecast Periods                         

2. Research Methodology                                          

               2.1 Analysis Design                        

               2.2 Research Phases                      

                              2.2.1 Secondary Research           

                              2.2.2 Primary Research 

                              2.2.3 Data Modelling      

                              2.2.4 Expert Validation  

               2.3 Study Timeline                         

3. Report Overview                                       

               3.1 Executive Summary                

               3.2 Key Inferencees                       

4. Market Dynamics                                     

               4.1 Impact Analysis                        

                              4.1.1 Drivers      

                              4.1.2 Restaints  

                              4.1.3 Opportunities         

               4.2 Regulatory Environment                      

               4.3 Technology Timeline & Recent Trends                           

5. Competitor Benchmarking Analysis                                   

               5.1 Market Share Analysis                          

               5.2 Product Benchmarking                         

               5.3 Regional Presence                   

               5.4 Mergers & Acquistion Landscape                     

               5.5 Joint Ventures & Collaborations                       

6. Market Segmentation                                            

               6.1 Cloud-Based Contact Centre Market, by Solution                      

                              6.1.1 ACD           

                              6.1.2 APO           

                              6.1.3 Dialers      

                              6.1.4 IVR            

                              6.1.5 CTI             

                              6.1.6 Reporting and analytics     

                              6.1.7 Security    

                              6.1.8 Others      

                              6.1.9 Market Size Estimations & Forecasts (2020-2025)   

                              6.1.10 Y-o-Y Growth Rate Analysis           

                              6.1.11 Market Attractiveness Index         

               6.2 Cloud-Based Contact Centre Market, by Service                        

                              6.2.1 Professional Service            

                              6.2.2 Managed Service  

                              6.2.3 Market Size Estimations & Forecasts (2020-2025)   

                              6.2.4 Y-o-Y Growth Rate Analysis              

                              6.2.5 Market Attractiveness Index           

               6.3 Cloud-Based Contact Centre Market, by Application                 

                              6.3.1  Call routing and queuing   

                              6.3.2  Data integration and recording      

                              6.3.3 Chat quality and monitoring            

                              6.3.4  Real-time decision-making              

                              6.3.5 Workforce Optimization    

                              6.3.6 Market Size Estimations & Forecasts (2020-2025)   

                              6.3.7 Y-o-Y Growth Rate Analysis              

                              6.3.8 Market Attractiveness Index           

               6.4 Cloud-Based Contact Centre Market, by Deployement Mode               

                              6.4.1 Public Cloud           

                              6.4.2 Private Cloud         

                              6.4.3 Hybrid Cloud          

                              6.4.4 Market Size Estimations & Forecasts (2020-2025)   

                              6.4.5 Y-o-Y Growth Rate Analysis              

                              6.4.6 Market Attractiveness Index           

               6.5 Cloud-Based Contact Centre Market, by Organization Size                    

                              6.5.1 Small and Medium-Sized Enterprises           

                              6.5.2 Large Enterprises  

                              6.5.3 Market Size Estimations & Forecasts (2020-2025)   

                              6.5.4 Y-o-Y Growth Rate Analysis              

                              6.5.5 Market Attractiveness Index           

               6.6 Cloud-Based Contact Centre Market, by Vertical                       

                              6.6.1 BFSI           

                              6.6.2 Consumer Goods and Retail            

                              6.6.3 Government and Public Sector       

                              6.6.4 Healthcare and life sciences            

                              6.6.5 Manufacturing       

                              6.6.6 Media and entertainment  

                              6.6.7 Telecommunication and ITES          

                              6.6.8 Others      

                              6.6.9 Market Size Estimations & Forecasts (2020-2025)   

                              6.6.10 Y-o-Y Growth Rate Analysis           

                              6.6.11 Market Attractiveness Index         

7. Geographical Landscape                                        

               7.1 Aircraft Seat Actuation System Market, by Region                    

               7.2 North America - Market Analysis (2020-2025)                          

                              7.2.1 By Country              

                                             7.2.1.1 USA

                                             7.2.1.2 Canada

                              7.2.2 By Solution             

                              7.2.3 By Service

                              7.2.4 By Application        

                              7.2.5 By Deployment Mode        

                              7.2.6 By Organization Size           

                              7.2.7 By Vertical              

                              7.2.8 Y-o-Y Growth Rate Analysis              

                              7.2.9 Market Attractiveness Index           

               7.3 Europe                        

                              7.3.1 By Country              

                                             7.3.1.1 UK

                                             7.3.1.2 France

                                             7.3.1.3 Germany

                                             7.3.1.4 Spain

                                             7.3.1.5 Italy

                                             7.3.1.6 Rest of Europe

                              7.3.2 By Solution             

                              7.3.3 By Service

                              7.3.4 By Application        

                              7.3.5 By Deployment Mode        

                              7.3.6 By Organization Size           

                              7.3.7 By Vertical              

                              7.3.8 Y-o-Y Growth Rate Analysis              

                              7.3.9 Market Attractiveness Index           

               7.4 Asia Pacific                 

                              7.4.1 By Country              

                                             7.4.1.1 China

                                             7.4.1.2 India

                                             7.4.1.3 Japan

                                             7.4.1.4 South Korea

                                             7.4.1.5 South East Asia

                                             7.4.1.6 Australia & NZ

                                             7.4.1.7 Rest of Asia-Pacific

                              7.4.2 By Solution             

                              7.4.3 By Service

                              7.4.4 By Application        

                              7.4.5 By Deployment Mode        

                              7.4.6 By Organization Size           

                              7.4.7 By Vertical              

                              7.4.8 Y-o-Y Growth Rate Analysis              

                              7.4.9 Market Attractiveness Index           

               7.5 Latin America                           

                              7.5.1 By Country              

                                             7.5.1.1 Brazil

                                             7.5.1.2 Argentina

                                             7.5.1.3 Mexico

                                             7.5.1.4 Rest of Latin America

                              7.5.2 By Solution             

                              7.5.3 By Service

                              7.5.4 By Application        

                              7.5.5 By Deployment Mode        

                              7.5.6 By Organization Size           

                              7.5.7 By Vertical              

                              7.5.8 Y-o-Y Growth Rate Analysis              

                              7.5.9 Market Attractiveness Index           

               7.6 Middle East and Africa                         

                              7.6.1 By Country              

                                             7.6.1.1 Middle East

                                             7.6.1.2 Africa

                              7.6.2 By Solution             

                              7.6.3 By Service

                              7.6.4 By Application        

                              7.6.5 By Deployment Mode        

                              7.6.6 By Organization Size           

                              7.6.7 By Vertical              

                              7.6.8 Y-o-Y Growth Rate Analysis              

                              7.6.9 Market Attractiveness Index           

8. Key Player Analysis                                   

               8.1 8x8 Inc. (US)                             

                              8.1.1 Business Description           

                              8.1.2 Products/Service   

                              8.1.3 Financials 

                              8.1.4 SWOT Analysis       

                              8.1.5 Recent Developments        

                              8.1.6 Analyst Overview  

               8.2 Five9 (US)                   

               8.3 Cisco Systems (US)                  

               8.4 Genesys (US)                            

               8.5 Oracle (US)                 

               8.6 NewVoiceMedia (UK)                            

               8.7 Connect First (US)                   

               8.8 Aspect Software (US)                            

               8.9 NICE Ltd. (Israel)                      

               8.10 3CLogic (US)                           

9. Market Outlook & Investment Opportunities                                 

Appendix                                          

               List of Tables                    

               List of Figures                   

  • Global,Regional and country-level analysis and forecasts of the study market; providing Insights on the major countries/regions in which this industry is blooming and to also identify the regions that are still untapped
  • Segment-level analysis in terms of by solution  along with market size forecasts and estimations to detect key areas of industry growth in detail
  • Identification of key drivers, restraints, opportunities, and challenges (DROC) in the market and their impact on shifting market dynamics
  • Study of the effect of exogenous and endogenous factors that affect the global market; which includes broadly demographic, economics, and political, among other macro-environmental factors presented in an extensive PESTLE Analysis
  • Study the micro environment factors that determine the overall profitability of an Industry, using Porter’s five forces analysis for analysing the level of competition and business strategy development
  • A comprehensive list of key market players along with their product portfolio, current strategic interests, key financial information, legal issues, SWOT analysis and analyst overview to study and sustain the market environment
  • Competitive landscape analysis listing out the mergers, acquisitions, collaborations in the field along with new product launches, comparative financial studies and recent developments in the market by the major companies
  • An executive summary, abridging the entire report in such a way that decision-making personnel can rapidly become acquainted with background information, concise analysis and main conclusions
  • Expertly devised analyst overview along with Investment opportunities to provide both individuals and organizations a strong financial foothold in the market
  1. Global Cloud-Based Contact Center Market By Region, From 2020-2025 ( USD Billion )
  2. Global Cloud-Based Contact Center Market By Solution, From 2020-2025 ( USD Billion )
  3. Global ACD Market By Region, From 2020-2025 ( USD Billion )
  4. Global APO Market By Region, From 2020-2025 ( USD Billion )
  5. Global Dialers Market By Region, From 2020-2025 ( USD Billion )
  6. Global IVR Market By Region, From 2020-2025 ( USD Billion )
  7. Global CTI Market By Region, From 2020-2025 ( USD Billion )
  8. Global Reporting & Analytics Market By Region, From 2020-2025 ( USD Billion )
  9. Global Security Market By Region, From 2020-2025 ( USD Billion )
  10. Global Others Market By Region, From 2020-2025 ( USD Billion )
  11. Global Cloud-Based Contact Center Market By Service, From 2020-2025 ( USD Billion )
  12. Global Professional Service Market By Region, From 2020-2025 ( USD Billion )
  13. Global Managed Service Market By Region, From 2020-2025 ( USD Billion )
  14. Global Cloud-Based Contact Center Market By Application, From 2020-2025 ( USD Billion )
  15. Global Call Routing and queuing Market By Region, From 2020-2025 ( USD Billion )
  16. Global Data integration and recording Market By Region, From 2020-2025 ( USD Billion )
  17. Global Chat quality and monitoring Market By Region, From 2020-2025 ( USD Billion )
  18. Global Real-time decision making Market By Region, From 2020-2025 ( USD Billion )
  19. Global Workforce Optimization (WFO) Market By Region, From 2020-2025 ( USD Billion )
  20. Global Cloud-Based Contact Center Market By Deployment Mode, From 2020-2025 ( USD Billion )
  21. Global Public Cloud Market By Region, From 2020-2025 ( USD Billion )
  22. Global Private Cloud Market By Region, From 2020-2025 ( USD Billion )
  23. Global Hybrid Cloud Market By Region, From 2020-2025 ( USD Billion )
  24. Global Cloud-Based Contact Center Market By Organization Size, From 2020-2025 ( USD Billion )
  25. Global Small and Medium-sized Enterprises (SMEs) Market By Region, From 2020-2025 ( USD Billion )
  26. Global Large Enterprises Market By Region, From 2020-2025 ( USD Billion )
  27. Global Cloud-Based Contact Center Market By Vertical, From 2020-2025 ( USD Billion )
  28. Global BFSI Market By Region, From 2020-2025 ( USD Billion )
  29. Global Consumer goods and retail Market By Region, From 2020-2025 ( USD Billion )
  30. Global Government and public sector Market By Region, From 2020-2025 ( USD Billion )
  31. Global Healthcare and life sciences Market By Region, From 2020-2025 ( USD Billion )
  32. Global Manufacturing Market By Region, From 2020-2025 ( USD Billion )
  33. Global Media and Entertainment Market By Region, From 2020-2025 ( USD Billion )
  34. Global Telecommunication and ITES Market By Region, From 2020-2025 ( USD Billion )
  35. Global Others Market By Region, From 2020-2025 ( USD Billion )

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