The North America Cloud-Based Contact Center Market is currently valued at 5.7 Billion USD in 2020. The market is expected to grow at a CAGR of 32.1% over the forecast period to reach a valuation of 11.24 Billion USD in 2026.
Market Overview:
The Cloud Contact Center is the center of an organization hosted on an Internet network that controls all outbound and inbound communications. Cloud contact centers communicate with the aid of social media platforms, emails, voice and the Internet. They are used to reduce costs, increase ROI, maximize agent performance, improve mobility and scalability, and enhance customer experience and empowerment. The implementation model for cloud-based contact centers allows companies to set up contact centers for third-party organizations.
Recent Developments:
In 2019, Google unveiled a beta version of its Contact Center AI to aid retailers with responsive customer service by - phone support without sacrificing customer experience.
Geographical Analysis:
The market in North America is projected to have the largest market share due to the presence of major suppliers and growing usage of related services. The major countries included in the analysis are the USA, Canada, Mexico etc.
Market Drivers, Restraints And Opportunities:
Major factors which have helped drive the North America Cloud-Based Contact Center Market forward are-
The factors holding the North America Cloud-Based Contact Center Market back include-
Market Segmentation
The CTI product is projected to have the largest market share among the solutions. Requirements include call routing and queuing, information management and tracking, chat content and monitoring, real-time decision-making, and workplace optimization.
The category of large enterprises is projected to have a larger market size due to the high demand for improved cloud-based contact center systems that help to improve customer experience. They are commonly used by companies because of their benefits, such as high scalability, greater efficiency, rapid deployment and lower capital costs.
Key Market Players:
The key market players in the North America Cloud-Based Contact Center Market include 8x8 Inc. (US), Five9 (US), Cisco Systems (US), Genesys (US), Oracle (US), NewVoiceMedia (UK), Connect First (US), Aspect Software (US), and 3CLogic (US).
North America Cloud-Based Contact Center Market Research Report Key Highlights:
1. Introduction
1.1 Market Definition
1.2 Study Deliverables
1.3 Base Currency, Base Year and Forecast Periods
1.4 General Study Assumptions
2. Research Methodology
2.1 Introduction
2.2 Research Phases
2.2.1 Secondary Research
2.2.2 Primary Research
2.2.3 Econometric Modelling
2.2.4 Expert Validation
2.3 Analysis Design
2.4 Study Timeline
3. Overview
3.1 Executive Summary
3.2 Key Inferences
3.3 Epidemology
4. Drivers, Restraints, Opportunities, and Challenges Analysis (DROC)
4.1 Market Drivers
4.2 Market Restraints
4.3 Key Challenges
4.4 Current Opportunities in the Market
5. Market Segmentation
5.1 Solution
5.1.1 Introduction
5.1.2 ACD
5.1.3 APO
5.1.4 Dialers
5.1.5 IVR
5.1.6 CTI
5.1.7 Reporting and Analytics
5.1.8 Security
5.1.9 Y-o-Y Growth Analysis, By Solution
5.1.10 Market Attractiveness Analysis, By Solution
5.1.11 Market Share Analysis, By Solution
5.2 Service
5.2.1 Introduction
5.2.2 Professional
5.2.3 Managed
5.2.4 Y-o-Y Growth Analysis, By Service
5.2.5 Market Attractiveness Analysis, By Service
5.2.6 Market Share Analysis, By Service
5.3 Application
5.3.1 Introduction
5.3.2 Call routing and queuing
5.3.3 Data integration and recording
5.3.4 Chat quality and monitoring
5.3.5 Real-time decision-making
5.3.6 Workforce Optimization
5.3.7 Y-o-Y Growth Analysis, By Application
5.3.8 Market Attractiveness Analysis, By Application
5.3.9 Market Share Analysis, By Application
5.4 Deployment Mode
5.4.1 Introduction
5.4.2 Public cloud
5.4.3 Private cloud
5.4.4 Hybrid cloud
5.4.5 Y-o-Y Growth Analysis, By Deployment Mode
5.4.6 Market Attractiveness Analysis, By Deployment Mode
5.4.7 Market Share Analysis, By Deployment Mode
5.5 Organization Size
5.5.1 Small and Medium-sized Enterprises
5.5.2 Large Enterprises
5.5.3 Y-o-Y Growth Analysis, By Organization Size
5.5.4 Market Attractiveness Analysis, By Organization Size
5.5.5 Market Share Analysis, By Organization Size
5.6 Vertical
5.6.1 Banking, Financial Services, and Insurance
5.6.2 Consumer goods and retail
5.6.3 Government and public sector
5.6.4 Healthcare and life sciences
5.6.5 Manufacturing
5.6.6 Media and entertainment
5.6.7 Telecommunication and Information Technology Enabled Services
5.6.8 Others
5.6.9 Y-o-Y Growth Analysis, By Vertical
5.6.10 Market Attractiveness Analysis, By Vertical
5.6.11 Market Share Analysis, By Vertical
6. Geographical Analysis
6.1 Introduction
6.1.1 Regional Trends
6.1.2 Impact Analysis
6.1.3 Y-o-Y Growth Analysis
6.1.3.1 By Geographical Area
6.1.3.2 By Solution
6.1.3.3 By Service
6.1.3.4 By Application
6.1.3.5 By Deployment Mode
6.1.3.6 By Organization Size
6.1.3.7 By Vertical
6.1.4 Market Attractiveness Analysis
6.1.4.1 By Geographical Area
6.1.4.2 By Solution
6.1.4.3 By Service
6.1.4.4 By Application
6.1.4.5 By Deployment Mode
6.1.4.6 By Organization Type
6.1.4.7 By Vertical
6.1.5 Market Share Analysis
6.1.5.1 By Geographical Area
6.1.5.2 By Solution
6.1.5.3 By Service
6.1.5.4 By Application
6.1.5.5 By Deployment Mode
6.1.5.6 By Organization Type
6.1.5.7 By Vertical
6.2 North America
6.1.1 Introduction
6.1.2 United States
6.1.3 Canada
6.3 Europe
6.2.1 Introduction
6.2.2 U.K
6.2.3 Spain
6.2.4 Germany
6.2.5 Italy
6.2.6 France
6.4 Asia-Pacific
6.3.1 Introduction
6.3.2 China
6.3.3 India
6.3.4 Japan
6.3.5 Australia
6.3.6 South Korea
6.5 Latin America
6.4.1 Introduction
6.4.2 Brazil
6.4.3 Argentina
6.4.4 Mexico
6.4.5 Rest of Latin America
6.6 Middle East & Africa
6.5.1 Introduction
6.5.2 Middle-East
6.5.3 Africa
7. Strategic Analysis
7.1 PESTLE analysis
7.1.1 Political
7.1.2 Economic
7.1.3 Social
7.1.4 Technological
7.1.5 Legal
7.1.6 Environmental
7.2 Porter’s Five analysis
7.2.1 Bargaining Power of Suppliers
7.2.2 Bargaining Power of Consumers
7.2.3 Threat of New Entrants
7.2.4 Threat of Substitute Products and Services
7.2.5 Competitive Rivalry within the Industry
8. Market Leaders' Analysis
8.1 8x8 Inc
8.1.1 Overview
8.1.2 Product Analysis
8.1.3 Financial analysis
8.1.4 Recent Developments
8.1.5 SWOT analysis
8.1.6 Analyst View
8.2 Five9
8.3 Cisco Systems
8.4 Genesys
8.5 Oracle
8.6 NewVoiceMedia
8.7 Connect First
8.8 Aspect Software
8.9 3CLogic
9. Competitive Landscape
9.1 Market share analysis
9.2 Merger and Acquisition Analysis
9.3 Agreements, collaborations and Joint Ventures
9.4 New Product Launches
10. Market Outlook and Investment Opportunities
Appendix
a) List of Tables
b) List of Figures
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