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Pulished Date April, 2021
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 - Forecast (2021 - 2026)

Pulished: April, 2021
ID: 8285
Pages: 170

Cloud-Based Contact Center Market Size (2021-2026)

The cloud-based contact centre market is expected to increase at a CAGR of 21.8% to $51.8 billion by 2026, from a market value of $16 billion in 2020. Legacy contact centres employ antiquated technology that is unable of handling contemporary channels such as social media, mobile app discussions, or video. Cloud-based contact centres can assist businesses in meeting these demands.

A business's focal point is a cloud-based contact centre that is hosted by an internet server. It's in charge of all incoming and outgoing consumer communications. To interact or connect, you can use calls, emails, and social media. The cloud-based contact centre is thought to be a quick, easy, and customizable choice. A cloud-based contact centre can also measure real-time administration metrics with the use of a customised management interface.

Recent Developments

  • 8x8, a leading integrated cloud communications platform supplier, announced today increased cloud connection and reliability capabilities in Canada, ensuring higher business resilience and data sovereignty compliance for Canadian organisations. Canadian companies may improve employee communications and customer interaction across a distributed workforce by using 8x8 XCaaSTM (eXperience Communications as a ServiceTM), which includes a fully integrated cloud contact centre, phone, video meetings, team chat, and CPaaS APIs and embeddable apps.
  • Through an increased investment from partner Nuvola Distribution, Alcatel-Lucent Enterprise (ALE) has expanded its services in the UK and Ireland. Although ALE recently added Exertis to its UK distribution lineup, Nuvola claims to be the vendor's only UK distributor offering the vendor's whole communications and networking solutions range. Throughout the year, it has boosted its commitment to ALE, offering two new products in the last six months: Rainbow Office and Network-as-a-Service (NaaS).
  • In October, Avaya announced a new relationship with Infoline, Omantel ICT's business process outsourcing leader, in which Infoline will use Avaya OneCloudTM Contact Centre as a Service to greatly improve customer experience across the Sultanate of Oman.
  • In May 2021, Aspect Software and Noble Systems united to establish Alvaria, a contact centre and workforce optimization (WFO) provider. According to executives from the two organisations, the new Alvaira will reimagine the contact centre and workforce optimization histories of these two companies and produce optimal customer experience and workforce engagement (WEM) software and cloud services technology solutions. Abry Partners, a Boston-based private equity firm, drove the deal and now owns a majority stake in Alvaria.

MARKET DRIVERS

Customer relationship management contact centres are fast developing from primary models in which operations are delivered in a single channel to multi-channel, multi-function units. Contact centres in the modern era handle inbound and outbound calls, emails, web queries, and chats from all over the world. Organizations utilise robust Social Media, Mobile, Analytics, and Cloud (SMAC) technology in their contact centres to obtain better results. By addressing evolving client preferences and the need for multi-channel consistency, these technologies help enterprises to increase the agility of their business operations. Communication as a service, social media capabilities to handle social media queries, smartphone access to provide contact centre agents with relevant real-time information, video enablement to engage in face-to-face video calls, virtual contact centres to reduce costs and complexities, and advanced analytics to analyse unstructured data are all capabilities that modern contact centres are focusing on.

MARKET RESTRAINTS

In today's digital age, access to critical information has produced a slew of issues. Businesses that keep sensitive information have become a common target for cybercriminals, which is one of these difficulties. Contact centres are no exception, as they often handle a lot of sensitive consumer data. Contact centres collect and preserve a lot of information about their customers, which makes them a tempting target for cybercriminals.

Market Segmentation

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

Cloud-Based Contact Center - 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.

Cloud-Based Contact Center - 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.

Cloud-Based Contact Center - 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)

Cloud-Based Contact Center - By Deployment Mode

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

Cloud-Based Contact Center - By Organization Size

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

Cloud-Based Contact Center - 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

Regional Analysis

The North American region held a 38 per cent share in 2020. This is due to increased internet penetration and acceptance of cloud-based services from remote infrastructure, which allows for lower-cost remote operations. Furthermore, the presence of big cloud-based solution providers is projected to boost the region's market expansion. Furthermore, the increasing usage of cloud-based solutions across a variety of industries is expected to fuel robust demand in this region.

The Asia Pacific area is predicted to grow at a CAGR of 26.4 per cent over the forecast period. The increased use of cloud-based contact centres by large, small, and medium organisations in the Asia Pacific region is responsible for this increase. The market is also being driven by the growing number of data centre firms, startups, and clients in the region that are adopting new technologies. Additionally, higher spending from various industrial and corporate activities is expected to give new avenues for the cloud-based contact centre market in the coming years.

The Europe Cloud-Based Contact Center Market is predicted to grow at a CAGR of 21% over the forecast period. Europe is home to some of the world's most well-known technology hubs, as well as a key driver and adopter of modern technology. Due to economic and regulatory concerns, several companies in the region have moved to the cloud and enabled employee mobility. Bulgaria, Poland, and Romania have all committed to upgrading their digital infrastructures, while Ukraine is on track to double its ICT R&D investment by 2020.

The German contact centre industry is booming, and it's helping companies all around the world with their CRM needs in Europe and beyond. As a result of the adoption of cloud-based services in Germany, the United Kingdom, and Spain, the European market is expected to develop throughout the forecast period.

The LAMEA Cloud-Based Contact Center Market Size is estimated to grow at a 26.2 per cent CAGR over the forecast period. During the study period, Brazil, which presently has the largest market share in the area, is likely to remain a significant market. Argentina's manufacturing market is expected to increase at a 28.8% compound annual growth rate (CAGR). The UAE market for telecom and information technology is expected to develop at a CAGR of 25.4 per cent. While Nigeria will remain Africa's most dominant market.

Market Leader

8x8 Inc has been the global leader in the Cloud-Based Contact Center market for ten years in a row, with operations in over 46 countries.

Key Players

  1. Cisco Systems
  2. Genesys
  3. Five9
  4. New Voice Media
  5. Oracle
  6. 3clogic
  7. Aspect Software
  8. Nice Ltd
  9. Connect First
  10. Avaya
  11. Vonage
  12. Talkdesk

Impact of COVID-19

Despite hostile conditions, the COVID-19 epidemic has had little influence on the growth of the contact centre software market. To build a more agile approach to consumer engagement, businesses increasingly need to break free from outdated infrastructure. The precision and speed with which requests are addressed, on the other hand, has traditionally constituted customer interaction success. Furthermore, during the pandemic, the ongoing trend of working from home (WFH) encourages the use of contact centre software to ensure business continuity and efficiency.

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 (2021-2026)   

                              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 (2021-2026)   

                              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 (2021-2026)   

                              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 (2021-2026)   

                              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 (2021-2026)   

                              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 (2021-2026)   

                              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 (2021-2026)                          

                              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 2021-2026 ( USD Billion )
  2. Global Cloud-Based Contact Center Market By Solution, From 2021-2026 ( USD Billion )
  3. Global ACD Market By Region, From 2021-2026 ( USD Billion )
  4. Global APO Market By Region, From 2021-2026 ( USD Billion )
  5. Global Dialers Market By Region, From 2021-2026 ( USD Billion )
  6. Global IVR Market By Region, From 2021-2026 ( USD Billion )
  7. Global CTI Market By Region, From 2021-2026 ( USD Billion )
  8. Global Reporting & Analytics Market By Region, From 2021-2026 ( USD Billion )
  9. Global Security Market By Region, From 2021-2026 ( USD Billion )
  10. Global Others Market By Region, From 2021-2026 ( USD Billion )
  11. Global Cloud-Based Contact Center Market By Service, From 2021-2026 ( USD Billion )
  12. Global Professional Service Market By Region, From 2021-2026 ( USD Billion )
  13. Global Managed Service Market By Region, From 2021-2026 ( USD Billion )
  14. Global Cloud-Based Contact Center Market By Application, From 2021-2026 ( USD Billion )
  15. Global Call Routing and queuing Market By Region, From 2021-2026 ( USD Billion )
  16. Global Data integration and recording Market By Region, From 2021-2026 ( USD Billion )
  17. Global Chat quality and monitoring Market By Region, From 2021-2026 ( USD Billion )
  18. Global Real-time decision making Market By Region, From 2021-2026 ( USD Billion )
  19. Global Workforce Optimization (WFO) Market By Region, From 2021-2026 ( USD Billion )
  20. Global Cloud-Based Contact Center Market By Deployment Mode, From 2021-2026 ( USD Billion )
  21. Global Public Cloud Market By Region, From 2021-2026 ( USD Billion )
  22. Global Private Cloud Market By Region, From 2021-2026 ( USD Billion )
  23. Global Hybrid Cloud Market By Region, From 2021-2026 ( USD Billion )
  24. Global Cloud-Based Contact Center Market By Organization Size, From 2021-2026 ( USD Billion )
  25. Global Small and Medium-sized Enterprises (SMEs) Market By Region, From 2021-2026 ( USD Billion )
  26. Global Large Enterprises Market By Region, From 2021-2026 ( USD Billion )
  27. Global Cloud-Based Contact Center Market By Vertical, From 2021-2026 ( USD Billion )
  28. Global BFSI Market By Region, From 2021-2026 ( USD Billion )
  29. Global Consumer goods and retail Market By Region, From 2021-2026 ( USD Billion )
  30. Global Government and public sector Market By Region, From 2021-2026 ( USD Billion )
  31. Global Healthcare and life sciences Market By Region, From 2021-2026 ( USD Billion )
  32. Global Manufacturing Market By Region, From 2021-2026 ( USD Billion )
  33. Global Media and Entertainment Market By Region, From 2021-2026 ( USD Billion )
  34. Global Telecommunication and ITES Market By Region, From 2021-2026 ( USD Billion )
  35. Global Others Market By Region, From 2021-2026 ( USD Billion )

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