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Cloud-Based Contact Center Market by Component (Solutions and Services), Deployment Mode (Public and Private Cloud), Organization Size, Industry (BFSI, Telecommunications, and Retail and Consumer Goods) and Region - Global Forecast to 2027

Market Report I 2022-06-29 I 302 Pages I MarketsandMarkets

The global cloud-based contact center market size is to grow from USD 17.1 billion in 2022 to USD 54.6 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 26.1% during the forecast period.
Cloud-based Contact Center is a comprehensive suite of tools, applications and cloud-hosted services for contact centers in large organizations that require multiple communications channels (including phone calls and messaging), sophisticated call routing, agent management and analytics. Cloud-based contact centers are a network-based service in which a provider owns and operates call center technology. Thereby providing its services remotely to businesses in a subscription model. Cloud-based contact centres are offering an innovative way to approach the pitfalls of your business.
The BFSI segment is expected to have the largest market size during the forecast period
The BFSI vertical collectively includes organizations that are into banking services, such as core banking, retail, investment, financial services (payment gateways, stock broking, and mutual funds), and insurance services (life and general insurance policies). The risk level in the BFSI vertical is always high, as enterprises in this vertical deal with critical financial data. The BFSI vertical is expected to provide substantial opportunities for the growth of the cloud-based contact center market, as it provides BFSI organizations the ability to mine customer data that includes transactions, customer activities across banking and financial services, websites, customer queries through multiple channels, and the deep knowledge of prioritized customer segments.
Among regions, APAC holds the highest CAGR during the forecast period
The market in the Asia Pacific is expected to grow at the highest CAGR during the forecast period. Asia Pacific is increasingly adopting the digitalization trend for several processes in organizations across various industries. Countries in this region are home to a large number of SMEs, and the need for huge investments associated with the deployment of on-premises solutions restricts SMEs from adopting advanced communication technologies. Therefore, there is a high demand for agile, scalable, and "pay-per-usage" cloud infrastructure in the region. Moreover, companies in the region continue to focus on improving their customer services to drive competitive differentiation and revenue growth. Rapid economic development, globalization, digitalization, and the increased adoption of cloud-based technologies are expected to drive the growth of the Cloud-based Contact Center market in the Asia Pacific region.
Breakdown of primaries
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the Call Center AI Market.
- By Company: Tier I: 35%, Tier II: 25%, and Tier III: 42%
- By Designation: C-Level Executives: 31%, D-Level Executives: 34%, and others: 35%
- By Region: North America: 42%, Asia Pacific: 22 %, Europe: 28%, and RoW: 8%
The report includes the study of key players offering cloud-based contact center market. The major vendors covered are as NICE (Israel), Genesys (US), Five9 (US), Vonage (US), Talkdesk (US), 8x8 (US), Cisco (US), Avaya (US), Serenova (US), Content Guru (US), Alvaria (US), RingCentral (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), Twilio (US), Vocalcom (France), Evolve IP (US), Pypestream (US), TechSee (US), AirCall (US), Nubitel (Singapore), JustCall (US), Sentiment Machines (UK) Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).
Research Coverage
The research study for the cloud-based contact center market involved extensive secondary sources, directories, and several journals, including the Journal of Intelligent Learning Systems and Applications, International Journal of Advanced Science and Technology, and International Research Journal of Engineering and Technology (IRJET). Primary sources were mainly industry experts from the core and related industries, preferred cloud-based contact center solution providers, third-party service providers, consulting service providers, verticals, and other commercial enterprises. In-depth interviews were conducted with various primary respondents, including key industry participants and subject matter experts, to obtain and verify critical qualitative and quantitative information, and assess the market's prospects
Key Benefits of Buying the Report
The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall cloud-based contact center market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.

1 INTRODUCTION 28
1.1 OBJECTIVES OF THE STUDY 28
1.2 MARKET DEFINITION 28
1.2.1 INCLUSIONS AND EXCLUSIONS 29
1.3 MARKET SCOPE 30
1.3.1 MARKET SEGMENTATION 30
1.3.2 REGIONS COVERED 31
1.3.3 YEARS CONSIDERED 31
1.4 CURRENCY CONSIDERED 32
TABLE 1 US DOLLAR EXCHANGE RATE, 2019-2021 32
1.5 STAKEHOLDERS 32
1.6 SUMMARY OF CHANGES 32
2 RESEARCH METHODOLOGY 34
2.1 RESEARCH DATA 34
FIGURE 1 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN 35
2.1.1 SECONDARY DATA 36
2.1.2 PRIMARY DATA 36
TABLE 2 PRIMARY INTERVIEWS 36
2.1.2.1 Breakup of primary profiles 37
2.1.2.2 Key industry insights 37
2.2 MARKET BREAKUP AND DATA TRIANGULATION 38
FIGURE 2 DATA TRIANGULATION 38
2.3 MARKET SIZE ESTIMATION 39
FIGURE 3 CLOUD-BASED CONTACT CENTER MARKET: TOP-DOWN AND
BOTTOM-UP APPROACHES 39
2.3.1 TOP-DOWN APPROACH 39
2.3.2 BOTTOM-UP APPROACH 40
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 1) (SUPPLY SIDE): REVENUE OF SOLUTIONS/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET 40
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 2), BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET 41
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 3), BOTTOM-UP (DEMAND SIDE): SIZE OF CLOUD-BASED CONTACT CENTER MARKET THROUGH OVERALL CLOUD-BASED CONTACT CENTER SPENDING 42
2.4 MARKET FORECAST 43
TABLE 3 FACTOR ANALYSIS 43
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2.5 COMPANY EVALUATION MATRIX METHODOLOGY 44
FIGURE 7 COMPANY EVALUATION MATRIX: CRITERIA WEIGHT 44
2.6 COMPETITIVE EVALUATION MATRIX METHODOLOGY FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS 45
FIGURE 8 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS/SMES: CRITERIA WEIGHT 45
2.7 ASSUMPTIONS FOR THE STUDY 46
2.8 STUDY LIMITATIONS 47
3 EXECUTIVE SUMMARY 48
TABLE 4 GLOBAL CLOUD-BASED CONTACT CENTER MARKET AND GROWTH RATE, 2016-2021 (USD MILLION, Y-O-Y%) 49
TABLE 5 GLOBAL CLOUD-BASED CONTACT CENTER MARKET AND GROWTH RATE, 2022-2027 (USD MILLION, Y-O-Y%) 49
FIGURE 9 SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022 49
FIGURE 10 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SHARE IN 2022 50
FIGURE 11 PUBLIC CLOUD SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022 50
FIGURE 12 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE IN 2022 51
FIGURE 13 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE IN 2022 52
4 PREMIUM INSIGHTS 53
4.1 ATTRACTIVE OPPORTUNITIES IN CLOUD-BASED CONTACT CENTER MARKET 53
FIGURE 14 INCREASING DEMAND FOR MULTICHANNEL CUSTOMER CONTACTS BOOSTING MARKET GROWTH 53
4.2 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL 54
FIGURE 15 BFSI SEGMENT EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE FROM 2022 TO 2027 54
4.3 CLOUD-BASED CONTACT CENTER MARKET, BY REGION 54
FIGURE 16 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027 54
4.4 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION AND VERTICAL 55
FIGURE 17 OMNICHANNEL ROUTING AND BFSI SEGMENTS EXPECTED TO ACCOUNT FOR SIGNIFICANT MARKET SHARES 55
5 MARKET OVERVIEW AND INDUSTRY TRENDS 56
5.1 INTRODUCTION 56
FIGURE 18 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 56
5.1.1 DRIVERS 57
5.1.1.1 Rising adoption of SMAC technologies 57
5.1.1.2 Role of social media in cloud-based contact center operations 57
5.1.1.3 Benefits of SMAC technologies in contact centers 58
5.1.1.4 Increasing adoption of cloud-based contact centers due to COVID-19 58
FIGURE 19 IMPACT OF COVID-19 ON CALL CENTER VOLUME 59
5.1.1.5 Rising number of channels to reach end-customers 59
5.1.1.6 Growing need for personalized and streamlined customer interactions 59
5.1.1.7 Faster deployment, scalability, and flexibility of cloud-based contact centers 60
5.1.1.8 Better business continuity with cloud-based contact centers 60
5.1.2 RESTRAINTS 60
5.1.2.1 Inadequate network bandwidth in emerging economies 60
5.1.2.2 Cyber-attacks impacting business operations 61
5.1.3 OPPORTUNITIES 61
5.1.3.1 Enhanced customer experience to increase cloud-based contact center adoption 61
FIGURE 20 MOST EXCITING BUSINESS OPPORTUNITY 61
5.1.3.2 Need to analyze audio conversations in real-time 62
5.1.3.3 Shifting focus of enterprises on work from home culture 62
5.1.3.4 Implementation of AI, analytics, and NLP capabilities to add value to existing cloud-based contact centers 62
FIGURE 21 ROLE OF ARTIFICIAL INTELLIGENCE IN CONTACT CENTER TRANSFORMATION 62
5.1.4 CHALLENGES 63
5.1.4.1 Privacy and data security aspects 63
5.1.4.2 Organizational, technical, and operational difficulties while moving contact centers in cloud 63
5.1.4.3 Integration of mobility with existing capabilities 63
FIGURE 22 INTEGRATION OF MOBILITY IN EXISTING CAPABILITIES OF CONTACT CENTERS 64
5.2 COVID-19-DRIVEN MARKET DYNAMICS 64
5.2.1 DRIVERS AND OPPORTUNITIES 64
5.2.2 RESTRAINTS AND CHALLENGES 65
5.3 CLOUD-BASED CONTACT CENTER: EVOLUTION 65
FIGURE 23 EVOLUTION OF CLOUD-BASED CONTACT CENTER 66
5.4 CASE STUDY ANALYSIS 66
5.4.1 CASE STUDY 1: BANKING, FINANCIAL SERVICES, AND INSURANCE 66
5.4.2 CASE STUDY 2: RETAIL 67
5.4.3 CASE STUDY 3: HEALTHCARE 67
5.4.4 CASE STUDY 4: TELECOMMUNICATIONS 68
5.4.5 CASE STUDY 5: INFORMATION TECHNOLOGY 68
5.4.6 CASE STUDY 6: GOVERNMENT 68
5.4.7 CASE STUDY 7: MEDIA AND ENTERTAINMENT 69
5.4.8 CASE STUDY 8: ENERGY AND UTILITIES 69
5.4.9 CASE STUDY 9: MANUFACTURING 70
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5.5 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS 70
FIGURE 24 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS 71
5.6 MARKET ECOSYSTEM 71
FIGURE 25 CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM 71
5.7 CLOUD-BASED CONTACT CENTER MARKET: COVID-19 IMPACT 72
5.8 TRENDS AND DISRUPTIONS IMPACTING BUYERS 72
FIGURE 26 REVENUE SHIFT FOR CLOUD-BASED CONTACT CENTER MARKET 72
5.9 TECHNOLOGY ANALYSIS 73
5.9.1 ADVANCED ANALYTICS 73
5.9.1.1 Data analytics 73
5.9.1.2 Speech analytics 73
5.9.1.3 Sentiment analytics 73
5.9.2 ARTIFICIAL INTELLIGENCE 74
5.9.2.1 Machine learning 74
5.9.2.2 Natural language processing 74
5.10 PRICING ANALYSIS 74
TABLE 6 CLOUD-BASED CONTACT CENTER MARKET: PRICING MODEL ANALYSIS, 2021 75
5.11 PATENT ANALYSIS 75
FIGURE 27 TOP TEN COMPANIES WITH HIGHEST PATENT APPLICATIONS 75
TABLE 7 TOP TWENTY PATENT OWNERS (US) 76
FIGURE 28 NUMBER OF PATENTS GRANTED IN A YEAR, 2013-2021 77
5.12 PORTER'S FIVE FORCES ANALYSIS 77
FIGURE 29 CLOUD-BASED CONTACT CENTER MARKET: PORTER'S FIVE FORCES ANALYSIS 77
TABLE 8 CLOUD-BASED CONTACT CENTER MARKET: PORTER'S FIVE FORCES ANALYSIS 78
5.12.1 THREAT OF NEW ENTRANTS 78
5.12.2 THREAT OF SUBSTITUTES 78
5.12.3 BARGAINING POWER OF SUPPLIERS 78
5.12.4 BARGAINING POWER OF BUYERS 79
5.12.5 INTENSITY OF COMPETITIVE RIVALRY 79
6 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT 80
6.1 INTRODUCTION 81
FIGURE 30 SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022 81
6.1.1 COMPONENT: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 81
6.1.2 COMPONENT: COVID-19 IMPACT 82
TABLE 9 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 82
TABLE 10 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 83
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6.2 SOLUTIONS 83
FIGURE 31 REPORTING AND ANALYTICS SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 84
TABLE 11 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION) 84
TABLE 12 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION) 85
TABLE 13 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 85
TABLE 14 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 86
6.2.1 OMNICHANNEL ROUTING 86
6.2.1.1 Digital channels 86
6.2.1.2 Interactive voice response 86
6.2.1.3 Automatic call distributors 87
6.2.1.4 Dialers 87
6.2.1.5 Virtual agents 87
TABLE 15 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 87
TABLE 16 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 88
6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT 88
6.2.2.1 Workforce optimization 88
6.2.2.2 Call recording and quality management 89
TABLE 17 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 89
TABLE 18 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 89
6.2.3 REPORTING AND ANALYTICS 90
6.2.3.1 Historical and customized reports 90
6.2.3.2 Speech analytics 90
6.2.3.3 Text analytics 90
TABLE 19 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 91
TABLE 20 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 91
6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT 91
TABLE 21 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 92
TABLE 22 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 92
6.2.5 OTHER SOLUTIONS 92
TABLE 23 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 93
TABLE 24 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027(USD MILLION) 93
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6.3 SERVICES 93
6.3.1 CONSULTING 94
6.3.2 IMPLEMENTATION AND INTEGRATION 94
6.3.3 TRAINING AND SUPPORT AND MAINTENANCE 94
TABLE 25 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 94
TABLE 26 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 95
7 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE 96
7.1 INTRODUCTION 97
FIGURE 32 PUBLIC CLOUD SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022 97
7.1.1 DEPLOYMENT MODE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 97
7.1.2 DEPLOYMENT MODE: COVID-19 IMPACT 97
TABLE 27 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 98
TABLE 28 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 98
7.2 PUBLIC CLOUD 98
TABLE 29 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 99
TABLE 30 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 99
7.3 PRIVATE CLOUD 99
TABLE 31 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 100
TABLE 32 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 100
8 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE 101
8.1 INTRODUCTION 102
FIGURE 33 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022 102
8.1.1 ORGANIZATION SIZE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 102
8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT 102
TABLE 33 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 103
TABLE 34 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 103
8.2 LARGE ENTERPRISES 103
TABLE 35 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 104
TABLE 36 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 104
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8.3 SMALL AND MEDIUM-SIZED ENTERPRISES 104
TABLE 37 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 105
TABLE 38 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 105
9 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL 106
9.1 INTRODUCTION 107
FIGURE 34 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE IN 2022 107
9.1.1 VERTICAL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 108
9.1.2 VERTICAL: COVID-19 IMPACT 108
TABLE 39 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION) 109
TABLE 40 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION) 109
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 110
TABLE 41 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 110
TABLE 42 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 111
9.3 TELECOMMUNICATIONS 111
TABLE 43 TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 112
TABLE 44 TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 112
9.4 IT AND ITES 113
TABLE 45 IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 113
TABLE 46 IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 114
9.5 GOVERNMENT AND PUBLIC SECTOR 114
TABLE 47 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 115
TABLE 48 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 115
9.6 RETAIL AND CONSUMER GOODS 115
TABLE 49 RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 116
TABLE 50 RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 116
9.7 MANUFACTURING 116
TABLE 51 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 117
TABLE 52 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 117
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9.8 ENERGY AND UTILITIES 118
TABLE 53 ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 118
TABLE 54 ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 118
9.9 MEDIA AND ENTERTAINMENT 119
TABLE 55 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 119
TABLE 56 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 119
9.10 HEALTHCARE AND LIFE SCIENCES 120
TABLE 57 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 120
TABLE 58 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 120
9.11 OTHER VERTICALS 121
TABLE 59 OTHER VERTICALS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 121
TABLE 60 OTHER VERTICALS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 121
10 CLOUD-BASED CONTACT CENTER MARKET, BY REGION 122
10.1 INTRODUCTION 123
FIGURE 35 ASIA PACIFIC EXPECTED TO ACCOUNT FOR HIGHEST CAGR DURING FORECAST PERIOD 123
TABLE 61 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION) 124
TABLE 62 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION) 124
10.2 NORTH AMERICA 124
10.2.1 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 125
10.2.2 NORTH AMERICA: COVID-19 IMPACT 125
10.2.3 NORTH AMERICA: REGULATORY IMPLICATIONS 125
10.2.4 US SECURITIES AND EXCHANGE COMMISSION 125
10.2.5 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001 126
10.2.6 CALIFORNIA CONSUMER PRIVACY ACT 126
10.2.7 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996 126
10.2.8 SARBANES-OXLEY ACT OF 2002 127
FIGURE 36 NORTH AMERICA: MARKET SNAPSHOT 127
TABLE 63 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 128
TABLE 64 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 128
TABLE 65 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION) 128
TABLE 66 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION) 129
TABLE 67 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 129
TABLE 68 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 129
TABLE 69 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 130
TABLE 70 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 130
TABLE 71 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION) 130
TABLE 72 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION) 131
TABLE 73 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION) 131
TABLE 74 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION) 132
10.2.9 US 132
TABLE 75 US: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 132
TABLE 76 US: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 133
TABLE 77 US: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 133
TABLE 78 US: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 133
TABLE 79 US: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 134
TABLE 80 US: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 134
10.2.10 CANADA 134
TABLE 81 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 135
TABLE 82 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 135
TABLE 83 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 135
TABLE 84 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 136
TABLE 85 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 136
TABLE 86 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 136
10.3 EUROPE 137
10.3.1 EUROPE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 137
10.3.2 EUROPE: COVID-19 IMPACT 137
10.3.3 EUROPE: REGULATORY IMPLICATIONS 138
10.3.4 GENERAL DATA PROTECTION REGULATION 138
10.3.5 EUROPEAN CYBERSECURITY ACT 138
TABLE 87 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 139
TABLE 88 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 139
TABLE 89 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION) 139
TABLE 90 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION) 140
TABLE 91 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 140
TABLE 92 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 140
TABLE 93 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 141
TABLE 94 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 141
TABLE 95 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION) 141
TABLE 96 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION) 142
TABLE 97 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION) 142
TABLE 98 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION) 143
10.3.6 UK 143
TABLE 99 UK: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 143
TABLE 100 UK: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 144
TABLE 101 UK: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 144
TABLE 102 UK: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 144
TABLE 103 UK: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 145
TABLE 104 UK: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 145
10.3.7 GERMANY 145
TABLE 105 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 146
TABLE 106 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 146
TABLE 107 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 146
TABLE 108 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 147
TABLE 109 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 147
TABLE 110 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 147
10.3.8 FRANCE 148
TABLE 111 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 148
TABLE 112 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 148
TABLE 113 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 148
TABLE 114 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 149
TABLE 115 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 149
TABLE 116 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 149
10.3.9 REST OF EUROPE 150
TABLE 117 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 150
TABLE 118 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 150
TABLE 119 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 150
TABLE 120 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 151
TABLE 121 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 151
TABLE 122 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 151
10.4 ASIA PACIFIC 152
10.4.1 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 152
10.4.2 ASIA PACIFIC: COVID-19 IMPACT 152
10.4.3 ASIA PACIFIC: REGULATORY IMPLICATIONS 153
10.4.4 PERSONAL DATA PROTECTION ACT 153
10.4.5 SINGAPORE STANDARD SS 564 153
10.4.6 INTERNET DATA CENTER IN CHINA 153
FIGURE 37 ASIA PACIFIC: REGIONAL SNAPSHOT 154
TABLE 123 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 154
TABLE 124 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 155
TABLE 125 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION) 155
TABLE 126 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION) 155
TABLE 127 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 156
TABLE 128 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 156
TABLE 129 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 156
TABLE 130 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 157
TABLE 131 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION) 157
TABLE 132 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION) 158
TABLE 133 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION) 158
TABLE 134 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION) 159
10.4.7 CHINA 159
TABLE 135 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 159
TABLE 136 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 160
TABLE 137 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 160
TABLE 138 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 160
TABLE 139 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 161
TABLE 140 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 161
10.4.8 JAPAN 161
TABLE 141 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 162
TABLE 142 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 162
TABLE 143 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 162
TABLE 144 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 163
TABLE 145 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 163
TABLE 146 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 163
10.4.9 INDIA 164
TABLE 147 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 164
TABLE 148 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 164
TABLE 149 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 165
TABLE 150 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 165
TABLE 151 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 165
TABLE 152 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 166
10.4.10 AUSTRALIA AND NEW ZEALAND 166
TABLE 153 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2016-2021 (USD MILLION) 166
TABLE 154 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 166
TABLE 155 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 167
TABLE 156 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 167
TABLE 157 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 167
TABLE 158 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 168
10.4.11 INDONESIA 168
TABLE 159 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 168
TABLE 160 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 168
TABLE 161 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 169
TABLE 162 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 169
TABLE 163 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 169
TABLE 164 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 170
10.4.12 REST OF ASIA PACIFIC 170
TABLE 165 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 170
TABLE 166 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 171
TABLE 167 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 171
TABLE 168 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 171
TABLE 169 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 172
TABLE 170 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 172
10.5 MIDDLE EAST AND AFRICA (MEA) 172
10.5.1 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 173
10.5.2 MIDDLE EAST AND AFRICA: COVID-19 IMPACT 173
10.5.3 MIDDLE EAST AND AFRICA: REGULATORY IMPLICATIONS 173
10.5.4 PERSONAL DATA PROTECTION LAW 173
10.5.5 CLOUD COMPUTING REGULATORY FRAMEWORK 174
TABLE 171 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 174
TABLE 172 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 174
TABLE 173 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION) 175
TABLE 174 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION) 175
TABLE 175 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 176
TABLE 176 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 176
TABLE 177 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 176
TABLE 178 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 177
TABLE 179 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION) 177
TABLE 180 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION) 178
TABLE 181 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION) 178
TABLE 182 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION) 179
10.5.6 SAUDI ARABIA 179
TABLE 183 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 179
TABLE 184 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 180
TABLE 185 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 180
TABLE 186 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 180
TABLE 187 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 181
TABLE 188 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 181
10.5.7 UAE 181
TABLE 189 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 182
TABLE 190 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 182
TABLE 191 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 182
TABLE 192 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 183
TABLE 193 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 183
TABLE 194 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 183
10.5.8 SOUTH AFRICA 184
TABLE 195 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 184
TABLE 196 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 184
TABLE 197 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 185
TABLE 198 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 185
TABLE 199 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 185
TABLE 200 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 186
10.5.9 REST OF MIDDLE EAST AND AFRICA 186
TABLE 201 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 186
TABLE 202 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 187
TABLE 203 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 187
TABLE 204 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 187
TABLE 205 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 188
TABLE 206 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 188

10.6 LATIN AMERICA 188
10.6.1 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 188
10.6.2 LATIN AMERICA: COVID-19 IMPACT 189
10.6.3 LATIN AMERICA: REGULATORY IMPLICATIONS 189
10.6.4 FEDERAL LAW ON PROTECTION OF PERSONAL DATA HELD BY INDIVIDUALS 189
TABLE 207 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 190
TABLE 208 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 190
TABLE 209 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION) 190
TABLE 210 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION) 191
TABLE 211 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 191
TABLE 212 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 191
TABLE 213 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 192
TABLE 214 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 192
TABLE 215 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION) 192
TABLE 216 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION) 193
TABLE 217 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION) 193
TABLE 218 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION) 194
10.6.5 BRAZIL 194
TABLE 219 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 194
TABLE 220 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 195
TABLE 221 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 195
TABLE 222 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 195
TABLE 223 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 196
TABLE 224 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 196
10.6.6 MEXICO 196
TABLE 225 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 197
TABLE 226 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 197
TABLE 227 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 197
TABLE 228 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 198
TABLE 229 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 198
TABLE 230 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 198
10.6.7 REST OF LATIN AMERICA 199
TABLE 231 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 199
TABLE 232 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 199
TABLE 233 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 199
TABLE 234 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 200
TABLE 235 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 200
TABLE 236 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 200
11 COMPETITIVE LANDSCAPE 201
11.1 KEY PLAYER STRATEGIES 201
TABLE 237 OVERVIEW OF STRATEGIES DEPLOYED BY KEY PLAYERS IN CLOUD-BASED CONTACT CENTER MARKET 201
11.2 MARKET EVALUATION FRAMEWORK 202
FIGURE 38 MARKET EVALUATION FRAMEWORK, 2019-2022 202
11.3 MARKET SHARE ANALYSIS 203
FIGURE 39 MARKET SHARE ANALYSIS OF COMPANIES IN CLOUD-BASED CONTACT CENTER MARKET, 2022 203
11.4 HISTORICAL REVENUE ANALYSIS OF LEADING PLAYERS 204
FIGURE 40 REVENUE ANALYSIS OF TOP FIVE LEADING PLAYERS, 2019-2021 204
11.5 COMPANY EVALUATION MATRIX 204
11.5.1 DEFINITIONS AND METHODOLOGY 204
TABLE 238 COMPANY EVALUATION MATRIX: CRITERIA AND WEIGHT 204
11.5.2 STARS 205
11.5.3 EMERGING LEADERS 205
11.5.4 PERVASIVE PLAYERS 205
11.5.5 PARTICIPANTS 205
FIGURE 41 CLOUD-BASED CONTACT CENTER MARKET (GLOBAL): COMPANY EVALUATION MATRIX, 2022 206
11.6 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS 207
11.6.1 DEFINITIONS AND METHODOLOGY 207
TABLE 239 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS: CRITERIA WEIGHT 207
11.6.2 PROGRESSIVE COMPANIES 207
11.6.3 RESPONSIVE COMPANIES 207
11.6.4 DYNAMIC COMPANIES 207
11.6.5 STARTING BLOCKS 208
FIGURE 42 CLOUD-BASED CONTACT CENTER MARKET (GLOBAL): SME/START-UP EVALUATION MATRIX, 2022 208
11.7 COMPETITIVE SCENARIO 209
11.7.1 PRODUCT LAUNCHES 209
TABLE 240 PRODUCT LAUNCHES, 2019-2022 209
11.7.2 DEALS 215
TABLE 241 DEALS, 2018-2022 215
12 COMPANY PROFILES 226
12.1 INTRODUCTION 226
12.2 KEY PLAYERS 226
(Business Overview, Products, Solutions & Services, Recent Developments, MnM View)*
12.2.1 NICE 226
TABLE 242 NICE: BUSINESS OVERVIEW 227
FIGURE 43 NICE: COMPANY SNAPSHOT 227
TABLE 243 NICE: SOLUTIONS OFFERED 228
TABLE 244 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS 228
TABLE 245 NICE: DEALS 229
12.2.2 GENESYS 232
TABLE 246 GENESYS: BUSINESS OVERVIEW 232
TABLE 247 GENESYS: SOLUTIONS OFFERED 232
TABLE 248 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS 233
TABLE 249 GENESYS: DEALS 234
12.2.3 FIVE9 236
TABLE 250 FIVE9: BUSINESS OVERVIEW 236
FIGURE 44 FIVE9: COMPANY SNAPSHOT 237
TABLE 251 FIVE9: SOLUTIONS OFFERED 237
TABLE 252 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS 238
TABLE 253 FIVE9: DEALS 239
12.2.4 VONAGE 241
TABLE 254 VONAGE: BUSINESS OVERVIEW 241
FIGURE 45 VONAGE: COMPANY SNAPSHOT 242
TABLE 255 VONAGE: SOLUTIONS OFFERED 242
TABLE 256 VONAGE: PRODUCT LAUNCHES AND ENHANCEMENTS 243
TABLE 257 VONAGE: DEALS 243
12.2.5 TALKDESK 245
TABLE 258 TALKDESK: BUSINESS OVERVIEW 245
TABLE 259 TALKDESK: SOLUTIONS OFFERED 245
TABLE 260 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS 246
TABLE 261 TALKDESK: DEALS 247
12.2.6 8X8 250
TABLE 262 8X8: BUSINESS OVERVIEW 250
FIGURE 46 8X8: COMPANY SNAPSHOT 251
TABLE 263 8X8: SOLUTIONS OFFERED 251
TABLE 264 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS 252
TABLE 265 8X8: DEALS 253
12.2.7 CISCO 254
TABLE 266 CISCO: BUSINESS OVERVIEW 254
FIGURE 47 CISCO: COMPANY SNAPSHOT 255
TABLE 267 CISCO: SOLUTIONS OFFERED 255
TABLE 268 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS 256
TABLE 269 CISCO: DEALS 256
12.2.8 AVAYA 257
TABLE 270 AVAYA: BUSINESS OVERVIEW 257
FIGURE 48 AVAYA: COMPANY SNAPSHOT 258
TABLE 271 AVAYA: SOLUTIONS OFFERED 258
TABLE 272 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS 259
TABLE 273 AVAYA: DEALS 259
12.2.9 SERENOVA 262
TABLE 274 SERENOVA: BUSINESS OVERVIEW 262
TABLE 275 SERENOVA: SOLUTIONS OFFERED 262
TABLE 276 SERENOVA: PRODUCT LAUNCHES AND ENHANCEMENTS 263
TABLE 277 SERENOVA: DEALS 263
12.2.10 CONTENT GURU 264
TABLE 278 CONTENT GURU: BUSINESS OVERVIEW 264
TABLE 279 CONTENT GURU: SOLUTIONS OFFERED 264
TABLE 280 CONTENT GURU: PRODUCT LAUNCHES AND ENHANCEMENTS 265
TABLE 281 CONTENT GURU: DEALS 265
12.2.11 ALVARIA 267
12.2.12 RINGCENTRAL 268
12.2.13 ENGHOUSE INTERACTIVE 269
12.2.14 3CLOGIC 270
12.2.15 AMEYO 271
12.2.16 TWILIO 272
12.2.17 VOCALCOM 273
12.2.18 EVOLVE IP 274
*Details on Business Overview, Products, Solutions & Services, Recent Developments, MnM View might not be captured in case of unlisted companies.
12.3 STARTUP/SME PROFILES 275
12.3.1 PYPESTREAM 275
12.3.2 TECHSEE 275
12.3.3 AIRCALL 276
12.3.4 SENTIMENT MACHINES 276
12.3.5 NUBITEL 277
12.3.6 JUSTCALL 277
12.3.7 DIALER360 278
12.3.8 SERVETEL 279
12.3.9 NEODOVE 279
12.3.10 RULAI 280
13 ADJACENT AND RELATED MARKETS 281
13.1 INTRODUCTION 281
13.1.1 RELATED MARKETS 281
13.1.2 LIMITATIONS 281
13.2 CONTACT CENTER SOFTWARE MARKET 281
13.2.1 MARKET DEFINITION 281
13.2.1.1 Contact center software market, by component 282
TABLE 282 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,
2016-2019 (USD MILLION) 282
TABLE 283 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT,
2020-2026 (USD MILLION) 282
TABLE 284 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2020-2026 (USD MILLION) 282
TABLE 285 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2020-2026 (USD MILLION) 283
13.2.1.2 Contact center software market, by organization size 283
TABLE 286 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION) 283
TABLE 287 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION) 284
13.2.1.3 Contact center software market, by deployment mode 284
TABLE 288 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2016-2019 (USD MILLION) 284
TABLE 289 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2020-2026 (USD MILLION) 285
13.2.1.4 Contact center software market, by industry 285
TABLE 290 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2016-2019 (USD MILLION) 285
TABLE 291 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2020-2026 (USD MILLION) 286
13.2.1.5 Contact center software market, by region 286
TABLE 292 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2019 (USD MILLION) 286
TABLE 293 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2020-2026 (USD MILLION) 287
13.3 CONTACT CENTER ANALYTICS MARKET 287
13.3.1 MARKET DEFINITION 287
13.3.1.1 Contact center analytics market, by component 287
TABLE 294 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016-2021 (USD MILLION) 287
TABLE 295 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022-2027 (USD MILLION) 288
TABLE 296 CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022-2027 (USD MILLION) 288
TABLE 297 CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022-2027 (USD MILLION) 288
13.3.1.2 Contact center analytics market, by deployment mode 288
TABLE 298 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION) 289
TABLE 299 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION) 289
13.3.1.3 Contact center analytics market, by organization size 289
TABLE 300 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION) 289
TABLE 301 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION) 290
?
13.3.1.4 Contact center analytics market, by application 290
TABLE 302 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016-2021 (USD MILLION) 290
TABLE 303 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022-2027 (USD MILLION) 291
13.3.1.5 Contact center analytics market, by vertical 291
TABLE 304 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016-2021 (USD MILLION) 292
TABLE 305 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022-2027 (USD MILLION) 292
13.3.1.6 Contact center analytics market, by region 293
TABLE 306 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION) 293
TABLE 307 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION) 293
14 APPENDIX 294
14.1 DISCUSSION GUIDE 294
14.2 KNOWLEDGE STORE: MARKETSANDMARKETS SUBSCRIPTION PORTAL 298
14.3 AVAILABLE CUSTOMIZATIONS 300
14.4 RELATED REPORTS 300
14.5 AUTHOR DETAILS 301

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