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Report
Cloud-based Contact Center Market- Global Industry Size, Share, Trends, Opportunity, and Forecast. 2018-2028 Segmented By Component (Solutions and Service), By Deployment (Public, Private and Hybrid), By Organization Size (Small, Medium and Large-Sized Organization), By End-User (Telecom & Information Technology, BFSI, Healthcare, Retail, Government, Manufacturing, Banking Financial Services, and Insurance), By Region, By Competition
Market Report I 2023-04-01 I 118 Pages I TechSci Research
Global Cloud-based Contact Center Market is anticipated to grow at a robust pace during the forecast period 2022-2028. Customer needs, partnerships, application trends across vertical industries, including business and enterprise, and the need to develop new capabilities for the current market all contribute to the innovative nature of cloud-based contact centers. Cost reduction is one of the main factors influencing the growth of the cloud contact center. Additionally, streamlined procedures provide a rapid implementation of the business value, easier distribution management, increased company flexibility, and cost savings, due to which market size is expected to grow rapidly during the forecast period.
Development of Remote Contact Center Drive the Market
In the global cloud-based contact center market, industry players are becoming increasingly familiar with the concept of a contact center as a service. The cloud-based contact center company's innovative contact center as a service technology is aiding in effectively administering remote teams with collaboration options, including team chat and video. In particular, the contact center as a service solution helped during the coronavirus outbreak to minimize the cost of ownership, reduce downtime, and ensure business continuity. It has been discovered that cloud communications as a service and system integration as a service make multi-channel communication conceivable; due to this technological expansion market is expected to rise during the forecast period.
Cloud-based contact centers have made it possible to manage a remote contact center staff, eliminating the need for calls to an outside vendor. With cloud-based contact centers, agents can be deployed across the country with the goal of putting them closer to customers. Numerous companies are implementing work-from-home policies for employees to reduce costs, owing to which the market is expected to register a high CAGR during the forecast period. For instance, the Everest Group's research program claims that money saved on office space and other overheads can be used to hire local staff who can offer specific services. Additionally, hiring operate-from-home agents in the U.S. costs 5 to 10% less than hiring on-site specialists.
Contact centers have been developed to manage customer connections. The market would expand as multi-function devices are used more often to handle client connections. Modern technologies are used in contact centers to gather both inbound and outgoing calls. Emails, chats, and online queries have all experienced an increase in usage. Growing consumption of cloud, social media, and analytics technology by businesses can benefit a corporate success.
Adoption of AL/ML and CCaaS in Cloud-based Contact Center Market
Participants in the global cloud-based contact center market are paying attention to the idea of a contact center as a service (CCaaS). RingCentral, Inc. - the U.S. publicly traded supplier of cloud-based communications and partnership solutions for businesses, is being publicized for the CCaaS solutions that help to lower upfront investing and reduce I.T. staffing.
With collaboration options such as team chat and video, the new CCaaS technology in the cloud-based contact center marketplace is helping efficiently manage remote teams. During the COVID-19 pandemic, the CCaaS technology is supported to reduce ownership costs, improve performance, and ensure business continuity. Multi-channel connectivity has been proven possible via unified communications as a service (UCaaS) and cloud communications as a service (CCaaS).
In terms of retail, Amazon Connect, which mainly employs omnichannel cloud connectivity, is quickly becoming the standard for virtual contact centers in the retail industry. Offering great customer service at a reasonable price is made possible through this type of communication. In the retail contact center industry, there is an increasing need for customized, dynamic, and natural services. Artificial intelligence (AI) and machine learning (ML) technologies are used to automate exchanges, detect user emotions, and authenticate callers to enhance customer service. The latest trend of using AI (Artificial intelligence) and Machine learning Cloud-based contact center market is anticipated to rise with robust growth in the future.
Restraining Factors
Cloud-based contact center hosting has been demonstrated to be a major expense. To determine the sustainability of operating their business, market players are adopting contingencies and evaluating the risks and rewards related to their business models.
Market Segmentation
The Cloud-based Contact Center Market is segmented into components, end-user, deployment, and organization size. Based on components, the market is segmented into solutions and services. Based on deployment, the market is segmented into public, private, and hybrid. Based on the organization, the market is divided into size, small, medium, and large-sized organizations. Based on end-user, the market is segmented into telecom & information technology, BFSI, healthcare, retail, government, manufacturing, banking, financial services, and insurance.
Market player
The leading market players in the Cloud-based Contact Center Market are Aspect Software, Inc, BT GROUP PLC, Cisco Systems, Inc, Connect First, Inc, Evolve IP LLC, Five9, Inc, Genesys, Liveops, Inc, Mitel Networks Corporation, NewVoiceMedia Limited.
Recent Developments
- To expand the contact center component of its business and take advantage of the scalability of the Five9 intelligent cloud-based contact center, Five9 and CANCOM SE engaged in a strategic agreement in March 2021.
- In February 2021, in order to move its cloud-based contact center infrastructure to the Cloud, Orange Business Service teamed with Kone Corporation, an international engineering and service firm.
- Genesys Telecommunication Laboratories, Inc. and Maximus, Inc. joined up in May 2020 to create a cloud-based contact center platform for government agencies.
Report Scope:
In this report, the Cloud-based Contact Center Market has been segmented into the following categories, in addition to the industry trends, which have also been detailed below:
- Cloud-based Contact Center Market, By Component:
o Solutions
o Service
- Cloud-based Contact Center Market, By Deployment:
o Public
o Private
o Hybrid
- Cloud-based Contact Center Market, By Organization Size:
o SMEs
o Large Enterprise
- Cloud-based Contact Center Market, By End-User:
o Small Sized Organization
o Medium Sized Organization
o Large Sized Organization
- Cloud-based Contact Center Market, By Region:
o North America
- United States
- Mexico
o Asia-Pacific
- India
- Japan
- South Korea
- Australia
- Singapore
- Malaysia
- China
o Europe
- Germany
- United Kingdom
- France
- Italy
- Spain
- Poland
- Denmark
o South America
- Brazil
- Argentina
- Colombia
- Peru
- Chile
o Middle East
- Saudi Arabia
- South Africa
- UAE
- Iraq
- Turkey
Competitive Landscape
Company Profiles: Detailed analysis of the major companies present in the Global Cloud-based Contact Center Market
Available Customizations:
With the given market data, Tech Sci Research offers customizations according to a company's specific needs. The following customization options are available for the report:
Company Information
- Detailed analysis and profiling of additional market players (up to five).
1. Service Overview
1.1. Market Definition
1.2. Scope of the Market
1.3. Markets Covered
1.4. Years Considered for Study
1.5. Key Market Segmentations
2. Research Methodology
2.1. Objective of the Study
2.2. Baseline Methodology
2.3. Key Industry Partners
2.4. Major Association and Secondary Sources
2.5. Forecasting Methodology
2.6. Data Triangulation & Validation
2.7. Assumptions and Limitations
3. Impact of COVID-19 on Global Cloud based Contact Center Market
4. Executive Summary
5. Voice of Customers
5.1. Brand Awareness and Brand Recall
5.2. Factors Considered While Selecting Vendors
5.3. Client Satisfaction Level
5.4. Major Challenges/Issues Faced
6. Global Cloud based Contact Center Market Outlook
6.1. Market Size & Forecast
6.1.1. By Value
6.2. Market Share & Forecast
6.2.1. By Component (Solutions and Service)
6.2.2. By Deployment (Public, Private, and Hybrid)
6.2.3. By Organization Size (Small, Medium, and Large Sized Organization)
6.2.4. By End-User (Telecom & Information Technology, BFSI, Healthcare, Retail, Government, Manufacturing, Banking Financial Services, and Insurance)
6.2.5. By Region
6.3. By Company (2022)
6.4. Market Map
7. North America Cloud based Contact Center Market Outlook
7.1. Market Size & Forecast
7.1.1. By Value
7.2. Market Share & Forecast
7.2.1. By Component
7.2.2. By Deployment
7.2.3. By Organization Size
7.2.4. By End-User
7.2.5. By Country
7.3. North America: Country Analysis
7.3.1. United States Cloud based Contact Center Market Outlook
7.3.1.1. Market Size & Forecast
7.3.1.1.1. By Value
7.3.1.2. Market Share & Forecast
7.3.1.2.1. By Component
7.3.1.2.2. By Deployment
7.3.1.2.3. By Organization Size
7.3.1.2.4. By End-User
7.3.2. Canada Cloud based Contact Center Market Outlook
7.3.2.1. Market Size & Forecast
7.3.2.1.1. By Value
7.3.2.2. Market Share & Forecast
7.3.2.2.1. By Component
7.3.2.2.2. By Deployment
7.3.2.2.3. By Organization Size
7.3.2.2.4. By End-User
7.3.3. Mexico Cloud based Contact Center Market Outlook
7.3.3.1. Market Size & Forecast
7.3.3.1.1. By Value
7.3.3.2. Market Share & Forecast
7.3.3.2.1. By Component
7.3.3.2.2. By Deployment
7.3.3.2.3. By Organization Size
7.3.3.2.4. By End-User
8. Asia-Pacific Cloud based Contact Center Market Outlook
8.1. Market Size & Forecast
8.1.1. By Value
8.2. Market Share & Forecast
8.2.1. By Component
8.2.2. By Deployment
8.2.3. By Organization Size
8.2.4. By End-User
8.2.5. By Country
8.3. Asia-Pacific: Country Analysis
8.3.1. China Cloud based Contact Center Market Outlook
8.3.1.1. Market Size & Forecast
8.3.1.1.1. By Value
8.3.1.2. Market Share & Forecast
8.3.1.2.1. By Component
8.3.1.2.2. By Deployment
8.3.1.2.3. By Organization Size
8.3.1.2.4. By End-User
8.3.2. India Cloud based Contact Center Market Outlook
8.3.2.1. Market Size & Forecast
8.3.2.1.1. By Value
8.3.2.2. Market Share & Forecast
8.3.2.2.1. By Component
8.3.2.2.2. By Deployment
8.3.2.2.3. By Organization Size
8.3.2.2.4. By End-User
8.3.3. Japan Cloud based Contact Center Market Outlook
8.3.3.1. Market Size & Forecast
8.3.3.1.1. By Value
8.3.3.2. Market Share & Forecast
8.3.3.2.1. By Component
8.3.3.2.2. By Deployment
8.3.3.2.3. By Organization Size
8.3.3.2.4. By End-User
8.3.4. South Korea Cloud based Contact Center Market Outlook
8.3.4.1. Market Size & Forecast
8.3.4.1.1. By Value
8.3.4.2. Market Share & Forecast
8.3.4.2.1. By Component
8.3.4.2.2. By Deployment
8.3.4.2.3. By Organization Size
8.3.4.2.4. By End-User
8.3.5. Australia Cloud based Contact Center Market Outlook
8.3.5.1. Market Size & Forecast
8.3.5.1.1. By Value
8.3.5.2. Market Share & Forecast
8.3.5.2.1. By Component
8.3.5.2.2. By Deployment
8.3.5.2.3. By Organization Size
8.3.5.2.4. By End-User
8.3.6. Singapore Cloud based Contact Center Market Outlook
8.3.6.1. Market Size & Forecast
8.3.6.1.1. By Value
8.3.6.2. Market Share & Forecast
8.3.6.2.1. By Component
8.3.6.2.2. By Deployment
8.3.6.2.3. By Organization Size
8.3.6.2.4. By End-User
8.3.7. Malaysia Cloud based Contact Center Market Outlook
8.3.7.1. Market Size & Forecast
8.3.7.1.1. By Value
8.3.7.2. Market Share & Forecast
8.3.7.2.1. By Component
8.3.7.2.2. By Deployment
8.3.7.2.3. By Organization Size
8.3.7.2.4. By End-User
9. Europe Cloud based Contact Center Market Outlook
9.1. Market Size & Forecast
9.1.1. By Value
9.2. Market Share & Forecast
9.2.1. By Component
9.2.2. By Deployment
9.2.3. By Organization Size
9.2.4. By End-User
9.2.5. By Country
9.3. Europe: Country Analysis
9.3.1. Germany Cloud based Contact Center Market Outlook
9.3.1.1. Market Size & Forecast
9.3.1.1.1. By Value
9.3.1.2. Market Share & Forecast
9.3.1.2.1. By Component
9.3.1.2.2. By Deployment
9.3.1.2.3. By Organization Size
9.3.1.2.4. By End-User
9.3.2. United Kingdom Cloud based Contact Center Market Outlook
9.3.2.1. Market Size & Forecast
9.3.2.1.1. By Value
9.3.2.2. Market Share & Forecast
9.3.2.2.1. By Component
9.3.2.2.2. By Deployment
9.3.2.2.3. By Organization Size
9.3.2.2.4. By End-User
9.3.3. France Cloud based Contact Center Market Outlook
9.3.3.1. Market Size & Forecast
9.3.3.1.1. By Value
9.3.3.2. Market Share & Forecast
9.3.3.2.1. By Component
9.3.3.2.2. By Deployment
9.3.3.2.3. By Organization Size
9.3.3.2.4. By End-User
9.3.4. Russia Cloud based Contact Center Market Outlook
9.3.4.1. Market Size & Forecast
9.3.4.1.1. By Value
9.3.4.2. Market Share & Forecast
9.3.4.2.1. By Component
9.3.4.2.2. By Deployment
9.3.4.2.3. By Organization Size
9.3.4.2.4. By End-User
9.3.5. Spain Cloud based Contact Center Market Outlook
9.3.5.1. Market Size & Forecast
9.3.5.1.1. By Value
9.3.5.2. Market Share & Forecast
9.3.5.2.1. By Component
9.3.5.2.2. By Deployment
9.3.5.2.3. By Organization Size
9.3.5.2.4. By End-User
9.3.6. Poland Cloud based Contact Center Market Outlook
9.3.6.1. Market Size & Forecast
9.3.6.1.1. By Value
9.3.6.2. Market Share & Forecast
9.3.6.2.1. By Component
9.3.6.2.2. By Deployment
9.3.6.2.3. By Organization Size
9.3.6.2.4. By End-User
9.3.7. Italy Cloud based Contact Center Market Outlook
9.3.7.1. Market Size & Forecast
9.3.7.1.1. By Value
9.3.7.2. Market Share & Forecast
9.3.7.2.1. By Component
9.3.7.2.2. By Deployment
9.3.7.2.3. By Organization Size
9.3.7.2.4. By End-User
9.3.8. Denmark Cloud based Contact Center Market Outlook
9.3.8.1. Market Size & Forecast
9.3.8.1.1. By Value
9.3.8.2. Market Share & Forecast
9.3.8.2.1. By Component
9.3.8.2.2. By Deployment
9.3.8.2.3. By Organization Size
9.3.8.2.4. By End-User
10. South America Cloud based Contact Center Market Outlook
10.1. Market Size & Forecast
10.1.1. By Value
10.2. Market Share & Forecast
10.2.1. By Component
10.2.2. By Deployment
10.2.3. By Organization Size
10.2.4. By End-User
10.2.5. By Country
10.3. South America: Country Analysis
10.3.1. Brazil Cloud based Contact Center Market Outlook
10.3.1.1. Market Size & Forecast
10.3.1.1.1. By Value
10.3.1.2. Market Share & Forecast
10.3.1.2.1. By Component
10.3.1.2.2. By Deployment
10.3.1.2.3. By Organization Size
10.3.1.2.4. By End-User
10.3.2. Argentina Cloud based Contact Center Market Outlook
10.3.2.1. Market Size & Forecast
10.3.2.1.1. By Value
10.3.2.2. Market Share & Forecast
10.3.2.2.1. By Component
10.3.2.2.2. By Deployment
10.3.2.2.3. By Organization Size
10.3.2.2.4. By End-User
10.3.3. Colombia Cloud based Contact Center Market Outlook
10.3.3.1. Market Size & Forecast
10.3.3.1.1. By Value
10.3.3.2. Market Share & Forecast
10.3.3.2.1. By Component
10.3.3.2.2. By Deployment
10.3.3.2.3. By Organization Size
10.3.3.2.4. By End-User
10.3.4. Peru Cloud based Contact Center Market Outlook
10.3.4.1. Market Size & Forecast
10.3.4.1.1. By Value
10.3.4.2. Market Share & Forecast
10.3.4.2.1. By Component
10.3.4.2.2. By Deployment
10.3.4.2.3. By Organization Size
10.3.4.2.4. By End-User
10.3.5. Chile Cloud based Contact Center Market Outlook
10.3.5.1. Market Size & Forecast
10.3.5.1.1. By Value
10.3.5.2. Market Share & Forecast
10.3.5.2.1. By Component
10.3.5.2.2. By Deployment
10.3.5.2.3. By Organization Size
10.3.5.2.4. By End-User
11. Middle East & Africa Cloud based Contact Center Market Outlook
11.1. Market Size & Forecast
11.1.1. By Value
11.2. Market Share & Forecast
11.2.1. By Component
11.2.2. By Deployment
11.2.3. By Organization Size
11.2.4. By End-User
11.2.5. By Country
11.3. Middle East & Africa: Country Analysis
11.3.1. Saudi Arabia Cloud based Contact Center Market Outlook
11.3.1.1. Market Size & Forecast
11.3.1.1.1. By Value
11.3.1.2. Market Share & Forecast
11.3.1.2.1. By Component
11.3.1.2.2. By Deployment
11.3.1.2.3. By Organization Size
11.3.1.2.4. By End-User
11.3.2. South Africa Cloud based Contact Center Market Outlook
11.3.2.1. Market Size & Forecast
11.3.2.1.1. By Value
11.3.2.2. Market Share & Forecast
11.3.2.2.1. By Component
11.3.2.2.2. By Deployment
11.3.2.2.3. By Organization Size
11.3.2.2.4. By End-User
11.3.3. UAE Cloud based Contact Center Market Outlook
11.3.3.1. Market Size & Forecast
11.3.3.1.1. By Value
11.3.3.2. Market Share & Forecast
11.3.3.2.1. By Component
11.3.3.2.2. By Deployment
11.3.3.2.3. By Organization Size
11.3.3.2.4. By End-User
11.3.4. Israel Cloud based Contact Center Market Outlook
11.3.4.1. Market Size & Forecast
11.3.4.1.1. By Value
11.3.4.2. Market Share & Forecast
11.3.4.2.1. By Component
11.3.4.2.2. By Deployment
11.3.4.2.3. By Organization Size
11.3.4.2.4. By End-User
11.3.5. Egypt Cloud based Contact Center Market Outlook
11.3.5.1. Market Size & Forecast
11.3.5.1.1. By Value
11.3.5.2. Market Share & Forecast
11.3.5.2.1. By Component
11.3.5.2.2. By Deployment
11.3.5.2.3. By Organization Size
11.3.5.2.4. By End-User
12. Market Dynamics
12.1. Drivers
12.1.1. Adoption of remote contact center
12.1.2. Multi-channel communication technology
12.1.3. Growing Consumption of Cloud, social media, and analytics technology.
12.2. Challenges
12.2.1. High installation cost
12.2.2. Cloud-based contact centers are strongly structured.
13. Market Trends & Developments
13.1. Adoption of ML and A.I. in contact centers
13.2. Attention towards CCaaS (Contact center as a service)
13.3. Advancement of collaboration options like team chat and video conferencing.
13.4. CCaaS solutions help to lower upfront investment and reduce I.T. staffing.
13.5. Customized, dynamic, and natural Services
14. Company Profiles
14.1. Aspect Software, Inc
14.1.1. Business Overview
14.1.2. Key Revenue and Financials (If available)
14.1.3. Recent Developments
14.1.4. Key Personnel
14.1.5. Key Product/Services
14.2. BT GROUP PLC
14.2.1. Business Overview
14.2.2. Key Revenue and Financials (If available)
14.2.3. Recent Developments
14.2.4. Key Personnel
14.2.5. Key Product/Services
14.3. Cisco Systems, Inc
14.3.1. Business Overview
14.3.2. Key Revenue and Financials (If available)
14.3.3. Recent Developments
14.3.4. Key Personnel
14.3.5. Key Product/Services
14.4. Connect First, Inc
14.4.1. Business Overview
14.4.2. Key Revenue and Financials (If available)
14.4.3. Recent Developments
14.4.4. Key Personnel
14.4.5. Key Product/Services
14.5. Evolve IP LLC
14.5.1. Business Overview
14.5.2. Key Revenue and Financials (If available)
14.5.3. Recent Developments
14.5.4. Key Personnel
14.5.5. Key Product/Services
14.6. Five9, Inc
14.6.1. Business Overview
14.6.2. Key Revenue and Financials (If available)
14.6.3. Recent Developments
14.6.4. Key Personnel
14.6.5. Key Product/Services
14.7. Genesys
14.7.1. Business Overview
14.7.2. Key Revenue and Financials (If available)
14.7.3. Recent Developments
14.7.4. Key Personnel
14.7.5. Key Product/Services
14.8. Liveops, Inc
14.8.1. Business Overview
14.8.2. Key Revenue and Financials (If available)
14.8.3. Recent Developments
14.8.4. Key Personnel
14.8.5. Key Product/Services
14.9. Mitel Networks Corporation
14.9.1. Business Overview
14.9.2. Key Revenue and Financials (If available)
14.9.3. Recent Developments
14.9.4. Key Personnel
14.9.5. Key Product/Services
14.10. NewVoiceMedia Limited
14.10.1. Business Overview
14.10.2. Key Revenue and Financials (If available)
14.10.3. Recent Developments
14.10.4. Key Personnel
14.10.5. Key Product/Services
15. Strategic Recommendation
15.1. Growing Consumption of cloud-based services
15.2. Key Focus on multi-connection devices, managing client connection.
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- Shipping Charges
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As most Market Reports are delivered in PDF format we almost never have to add additional Shipping Charges. If, however you are ordering a Higher License service or a specific delivery format (e.g. CD version) charges may apply.
If you are concerned about additional Shipping Charges we recommend you to Contact us to double check.
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- Prices
- Ordering
- By Credit Card
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We work in Partnership with PayU to ensure payments are made securely in a fast and effortless way. PayU is the e-payments division of Naspers.
Naspers operates in over 133 International Markets and ranks 3rd Globally in terms of the number of e-commerce customers served.
For more information on PayU please visit: https://www.payu.pl/en/about-us
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- By Money Transfer
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If you require an invoice prior to payment, this is possible. To ensure a speedy delivery of the Market Report we require all relevant company details and you agree to maximum payment terms of 30 days from receipt of order.
With our regular clients deliver of the Market Report can be made prior to receiving payment, however in some circumstances we may ask for payment to be received before arranging for the Market Report to be delivered.
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- By Credit Card
- Security
- Website security
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We have specifically partnered with leading International companies to protect your privacy by using different technologies and processes to ensure security.
Everything submitted to Scotts International is encrypted via SSL (Secure Socket Layer) and all personal information provided to Scotts International is stored on computer systems with limited access in controlled environments.
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- Credit Card Security
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We partner with PayU (https://www.payu.pl/en/about-us) to ensure all credit card payments are made securely in a fast and effortless way.
PayU offers 250+ various payment channels and eWallet services across 4 continents allowing buyers to pay electronically, whether on a computer or a mobile device.
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- Website security