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Report
Cloud-based Contact Center Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2023-2028
Market Report I 2023-05-29 I 143 Pages I IMARC Group
The global cloud-based contact center market size reached US$ 22.2 Billion in 2022. Looking forward, IMARC Group expects the market to reach US$ 77.7 Billion by 2028, exhibiting a growth rate (CAGR) of 22.5% during 2023-2028. The increasing use of m-banking apps, rising adoption of cloud computing, and the integration of advanced technologies represent some of the key factors driving the market.
A cloud-based contact center is a virtual customer service platform that provides a comprehensive set of tools for managing inbound and outbound customer interactions. It is designed to deliver a seamless, personalized, and omnichannel customer experience in multiple communication channels., such as phone, email, chat, and social media. It offers robust analytics and reporting capabilities that enable businesses to gain insights into customer behavior, agent performance, and other key metrics. It also provides easy and quick access to multiple services and tools required to communicate in a web-based world as compared to traditional on-premises contact centers. It is generally used to generate leads, manage sales calls, and support marketing campaigns.
Cloud-based Contact Center Market Trends:
Cloud-based contact center finds application in the banking, financial services and insurance (BFSI) sector to detect and prevent fraud by analyzing customer data, transaction histories, and other information. This, coupled with the increasing use of m-banking apps, represents one of the major factors propelling the market growth around the world. Moreover, the rising adoption of cloud computing in small and medium-scale enterprises (SMEs) on account of its numerous advantages, such as robust scalability, affordability, flexibility, and features, is favoring the growth of the market. In addition, the integration of artificial intelligence (AI), natural language processing (NLP), machine learning (ML), predictive analytics, voice analytics, and the internet of things (IoT) in a cloud-based contact center to provide a seamless and efficient customer experience is bolstering the market growth. These advanced technologies help analyze customer data and deliver insights that are used to forecast customer behavior, identify potential issues, improve customer service, and optimize business processes. These advancements also analyze voice interactions between customers and agents to provide insights into consumer sentiment and agent performance. Apart from this, the cloud-based contact center is employed in the healthcare sector to support telemedicine services, enable patients to receive virtual consultations, and remote monitoring from healthcare providers. It also helps healthcare providers manage patient appointments and reminders, reduce the risk of missed appointments, and improve patient outcomes. This, along with the surging prevalence of chronic conditions among the masses, is strengthening the growth of the market. Furthermore, significant improvements in the information technology (IT) infrastructure is creating a positive outlook for the market.
Key Market Segmentation:
IMARC Group provides an analysis of the key trends in each sub-segment of the global cloud-based contact center market report, along with forecasts at the global, regional and country level from 2023-2028. Our report has categorized the market based on component, deployment mode, organization size and end use industry.
Component Insights:
Solution
Automatic Call Distribution
Agent Performance Optimization
Dialers
Interactive Voice Response
Computer Telephony Integration
Analytics and Reporting
Service
Professional Services
Managed Services
The report has provided a detailed breakup and analysis of the cloud-based contact center market based on the component. This includes solution (automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration, and analytics and reporting) and service (professional and managed services). According to the report, solution (automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration, and analytics and reporting) represented the largest segment.
Deployment Mode Insights:
Public Cloud
Private Cloud
Hybrid Cloud
A detailed breakup and analysis of the cloud-based contact center market based on the deployment mode has also been provided in the report. This includes public cloud, private cloud, and hybrid cloud. According to the report, public cloud accounted for the largest market share.
Organization Size Insights:
Small and Medium-sized Enterprises
Large Enterprises
The report has provided a detailed breakup and analysis of the cloud-based contact center market based on the organization size. This includes small and medium-sized enterprises and large enterprises. According to the report, large enterprises represented the largest segment.
End Use Industry Insights:
BFSI
IT and Telecom
Media and Entertainment
Retail
Logistics and Transport
Healthcare
Others
A detailed breakup and analysis of the cloud-based contact center market based on the end use industry has also been provided in the report. This includes BFSI, IT and telecom, media and entertainment, retail, logistics and transport, healthcare, and others. According to the report, IT and telecom accounted for the largest market share.
Regional Insights:
North America
United States
Canada
Asia-Pacific
China
Japan
India
South Korea
Australia
Indonesia
Others
Europe
Germany
France
United Kingdom
Italy
Spain
Russia
Others
Latin America
Brazil
Mexico
Others
Middle East and Africa
The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America was the largest market for cloud-based contact center. Some of the factors driving the North America cloud-based contact center market included the rising adoption of advanced communication technologies, expansion of IT sector, integration of advanced technologies, etc.
Competitive Landscape:
The report has also provided a comprehensive analysis of the competitive landscape in the global cloud-based contact center market. Competitive analysis such as market structure, market share by key players, player positioning, top winning strategies, competitive dashboard, and company evaluation quadrant has been covered in the report. Also, detailed profiles of all major companies have been provided. Some of the companies covered include 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom, Vonage, etc. Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.
Key Questions Answered in This Report
1. What was the size of the global cloud-based contact center market in 2022?
2. What is the expected growth rate of the global cloud-based contact center market during 2023-2028?
3. What are the key factors driving the global cloud-based contact center market?
4. What has been the impact of COVID-19 on the global cloud-based contact center market?
5. What is the breakup of the global cloud-based contact center market based on the component?
6. What is the breakup of the global cloud-based contact center market based on the deployment mode?
7. What is the breakup of the global cloud-based contact center market based on the organization size?
8. What is the breakup of the global cloud-based contact center market based on the end use industry?
9. What are the key regions in the global cloud-based contact center market?
10. Who are the key players/companies in the global cloud-based contact center market?
1 Preface
2 Scope and Methodology
2.1 Objectives of the Study
2.2 Stakeholders
2.3 Data Sources
2.3.1 Primary Sources
2.3.2 Secondary Sources
2.4 Market Estimation
2.4.1 Bottom-Up Approach
2.4.2 Top-Down Approach
2.5 Forecasting Methodology
3 Executive Summary
4 Introduction
4.1 Overview
4.2 Key Industry Trends
5 Global Cloud-based Contact Center Market
5.1 Market Overview
5.2 Market Performance
5.3 Impact of COVID-19
5.4 Market Forecast
6 Market Breakup by Component
6.1 Solution
6.1.1 Market Trends
6.1.2 Key Segments
6.1.2.1 Automatic Call Distribution
6.1.2.2 Agent Performance Optimization
6.1.2.3 Dialers
6.1.2.4 Interactive Voice Response
6.1.2.5 Computer Telephony Integration
6.1.2.6 Analytics and Reporting
6.1.3 Market Forecast
6.2 Service
6.2.1 Market Trends
6.2.2 Key Segments
6.2.2.1 Professional Services
6.2.2.2 Managed Services
6.2.3 Market Forecast
7 Market Breakup by Deployment Mode
7.1 Public Cloud
7.1.1 Market Trends
7.1.2 Market Forecast
7.2 Private Cloud
7.2.1 Market Trends
7.2.2 Market Forecast
7.3 Hybrid Cloud
7.3.1 Market Trends
7.3.2 Market Forecast
8 Market Breakup by Organization Size
8.1 Small and Medium-sized Enterprises
8.1.1 Market Trends
8.1.2 Market Forecast
8.2 Large Enterprises
8.2.1 Market Trends
8.2.2 Market Forecast
9 Market Breakup by End Use Industry
9.1 BFSI
9.1.1 Market Trends
9.1.2 Market Forecast
9.2 IT and Telecom
9.2.1 Market Trends
9.2.2 Market Forecast
9.3 Media and Entertainment
9.3.1 Market Trends
9.3.2 Market Forecast
9.4 Retail
9.4.1 Market Trends
9.4.2 Market Forecast
9.5 Logistics and Transport
9.5.1 Market Trends
9.5.2 Market Forecast
9.6 Healthcare
9.6.1 Market Trends
9.6.2 Market Forecast
9.7 Others
9.7.1 Market Trends
9.7.2 Market Forecast
10 Market Breakup by Region
10.1 North America
10.1.1 United States
10.1.1.1 Market Trends
10.1.1.2 Market Forecast
10.1.2 Canada
10.1.2.1 Market Trends
10.1.2.2 Market Forecast
10.2 Asia-Pacific
10.2.1 China
10.2.1.1 Market Trends
10.2.1.2 Market Forecast
10.2.2 Japan
10.2.2.1 Market Trends
10.2.2.2 Market Forecast
10.2.3 India
10.2.3.1 Market Trends
10.2.3.2 Market Forecast
10.2.4 South Korea
10.2.4.1 Market Trends
10.2.4.2 Market Forecast
10.2.5 Australia
10.2.5.1 Market Trends
10.2.5.2 Market Forecast
10.2.6 Indonesia
10.2.6.1 Market Trends
10.2.6.2 Market Forecast
10.2.7 Others
10.2.7.1 Market Trends
10.2.7.2 Market Forecast
10.3 Europe
10.3.1 Germany
10.3.1.1 Market Trends
10.3.1.2 Market Forecast
10.3.2 France
10.3.2.1 Market Trends
10.3.2.2 Market Forecast
10.3.3 United Kingdom
10.3.3.1 Market Trends
10.3.3.2 Market Forecast
10.3.4 Italy
10.3.4.1 Market Trends
10.3.4.2 Market Forecast
10.3.5 Spain
10.3.5.1 Market Trends
10.3.5.2 Market Forecast
10.3.6 Russia
10.3.6.1 Market Trends
10.3.6.2 Market Forecast
10.3.7 Others
10.3.7.1 Market Trends
10.3.7.2 Market Forecast
10.4 Latin America
10.4.1 Brazil
10.4.1.1 Market Trends
10.4.1.2 Market Forecast
10.4.2 Mexico
10.4.2.1 Market Trends
10.4.2.2 Market Forecast
10.4.3 Others
10.4.3.1 Market Trends
10.4.3.2 Market Forecast
10.5 Middle East and Africa
10.5.1 Market Trends
10.5.2 Market Breakup by Country
10.5.3 Market Forecast
11 SWOT Analysis
11.1 Overview
11.2 Strengths
11.3 Weaknesses
11.4 Opportunities
11.5 Threats
12 Value Chain Analysis
13 Porters Five Forces Analysis
13.1 Overview
13.2 Bargaining Power of Buyers
13.3 Bargaining Power of Suppliers
13.4 Degree of Competition
13.5 Threat of New Entrants
13.6 Threat of Substitutes
14 Price Analysis
15 Competitive Landscape
15.1 Market Structure
15.2 Key Players
15.3 Profiles of Key Players
15.3.1 3CLogic
15.3.1.1 Company Overview
15.3.1.2 Product Portfolio
15.3.2 8x8 Inc.
15.3.2.1 Company Overview
15.3.2.2 Product Portfolio
15.3.3 Avaya Inc.
15.3.3.1 Company Overview
15.3.3.2 Product Portfolio
15.3.4 Cisco Systems Inc.
15.3.4.1 Company Overview
15.3.4.2 Product Portfolio
15.3.4.3 Financials
15.3.4.4 SWOT Analysis
15.3.5 Content Guru Limited
15.3.5.1 Company Overview
15.3.5.2 Product Portfolio
15.3.6 Five9 Inc.
15.3.6.1 Company Overview
15.3.6.2 Product Portfolio
15.3.6.3 Financials
15.3.7 Genesys
15.3.7.1 Company Overview
15.3.7.2 Product Portfolio
15.3.8 NICE Ltd.
15.3.8.1 Company Overview
15.3.8.2 Product Portfolio
15.3.9 RingCentral Inc.
15.3.9.1 Company Overview
15.3.9.2 Product Portfolio
15.3.9.3 Financials
15.3.10 Talkdesk
15.3.10.1 Company Overview
15.3.10.2 Product Portfolio
15.3.11 Twilio Inc.
15.3.11.1 Company Overview
15.3.11.2 Product Portfolio
15.3.12 Vocalcom
15.3.12.1 Company Overview
15.3.12.2 Product Portfolio
15.3.13 Vonage
15.3.13.1 Company Overview
15.3.13.2 Product Portfolio
15.3.13.3 Financials
15.3.13.4 SWOT Analysis
Figure 1: Global: Cloud-based Contact Center Market: Major Drivers and Challenges
Figure 2: Global: Cloud-based Contact Center Market: Sales Value (in Billion US$), 2017-2022
Figure 3: Global: Cloud-based Contact Center Market Forecast: Sales Value (in Billion US$), 2023-2028
Figure 4: Global: Cloud-based Contact Center Market: Breakup by Component (in %), 2022
Figure 5: Global: Cloud-based Contact Center Market: Breakup by Deployment Mode (in %), 2022
Figure 6: Global: Cloud-based Contact Center Market: Breakup by Organization Size (in %), 2022
Figure 7: Global: Cloud-based Contact Center Market: Breakup by End Use Industry (in %), 2022
Figure 8: Global: Cloud-based Contact Center Market: Breakup by Region (in %), 2022
Figure 9: Global: Cloud-based Contact Center (Solution) Market: Sales Value (in Million US$), 2017 & 2022
Figure 10: Global: Cloud-based Contact Center (Solution) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 11: Global: Cloud-based Contact Center (Service) Market: Sales Value (in Million US$), 2017 & 2022
Figure 12: Global: Cloud-based Contact Center (Service) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 13: Global: Cloud-based Contact Center (Public Cloud) Market: Sales Value (in Million US$), 2017 & 2022
Figure 14: Global: Cloud-based Contact Center (Public Cloud) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 15: Global: Cloud-based Contact Center (Private Cloud) Market: Sales Value (in Million US$), 2017 & 2022
Figure 16: Global: Cloud-based Contact Center (Private Cloud) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 17: Global: Cloud-based Contact Center (Hybrid Cloud) Market: Sales Value (in Million US$), 2017 & 2022
Figure 18: Global: Cloud-based Contact Center (Hybrid Cloud) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 19: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market: Sales Value (in Million US$), 2017 & 2022
Figure 20: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 21: Global: Cloud-based Contact Center (Large Enterprises) Market: Sales Value (in Million US$), 2017 & 2022
Figure 22: Global: Cloud-based Contact Center (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 23: Global: Cloud-based Contact Center (BFSI) Market: Sales Value (in Million US$), 2017 & 2022
Figure 24: Global: Cloud-based Contact Center (BFSI) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 25: Global: Cloud-based Contact Center (IT and Telecom) Market: Sales Value (in Million US$), 2017 & 2022
Figure 26: Global: Cloud-based Contact Center (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 27: Global: Cloud-based Contact Center (Media and Entertainment) Market: Sales Value (in Million US$), 2017 & 2022
Figure 28: Global: Cloud-based Contact Center (Media and Entertainment) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 29: Global: Cloud-based Contact Center (Retail) Market: Sales Value (in Million US$), 2017 & 2022
Figure 30: Global: Cloud-based Contact Center (Retail) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 31: Global: Cloud-based Contact Center (Logistics and Transport) Market: Sales Value (in Million US$), 2017 & 2022
Figure 32: Global: Cloud-based Contact Center (Logistics and Transport) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 33: Global: Cloud-based Contact Center (Healthcare) Market: Sales Value (in Million US$), 2017 & 2022
Figure 34: Global: Cloud-based Contact Center (Healthcare) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 35: Global: Cloud-based Contact Center (Other End Use Industries) Market: Sales Value (in Million US$), 2017 & 2022
Figure 36: Global: Cloud-based Contact Center (Other End Use Industries) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 37: North America: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 38: North America: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 39: United States: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 40: United States: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 41: Canada: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 42: Canada: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 43: Asia-Pacific: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 44: Asia-Pacific: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 45: China: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 46: China: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 47: Japan: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 48: Japan: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 49: India: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 50: India: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 51: South Korea: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 52: South Korea: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 53: Australia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 54: Australia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 55: Indonesia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 56: Indonesia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 57: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 58: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 59: Europe: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 60: Europe: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 61: Germany: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 62: Germany: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 63: France: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 64: France: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 65: United Kingdom: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 66: United Kingdom: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 67: Italy: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 68: Italy: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 69: Spain: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 70: Spain: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 71: Russia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 72: Russia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 73: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 74: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 75: Latin America: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 76: Latin America: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 77: Brazil: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 78: Brazil: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 79: Mexico: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 80: Mexico: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 81: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 82: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 83: Middle East and Africa: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
Figure 84: Middle East and Africa: Cloud-based Contact Center Market: Breakup by Country (in %), 2022
Figure 85: Middle East and Africa: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 86: Global: Cloud-based Contact Center Industry: SWOT Analysis
Figure 87: Global: Cloud-based Contact Center Industry: Value Chain Analysis
Figure 88: Global: Cloud-based Contact Center Industry: Porter's Five Forces Analysis
Table 1: Global: Cloud-based Contact Center Market: Key Industry Highlights, 2022 and 2028
Table 2: Global: Cloud-based Contact Center Market Forecast: Breakup by Component (in Million US$), 2023-2028
Table 3: Global: Cloud-based Contact Center Market Forecast: Breakup by Deployment Mode (in Million US$), 2023-2028
Table 4: Global: Cloud-based Contact Center Market Forecast: Breakup by Organization Size (in Million US$), 2023-2028
Table 5: Global: Cloud-based Contact Center Market Forecast: Breakup by End Use Industry (in Million US$), 2023-2028
Table 6: Global: Cloud-based Contact Center Market Forecast: Breakup by Region (in Million US$), 2023-2028
Table 7: Global: Cloud-based Contact Center Market: Competitive Structure
Table 8: Global: Cloud-based Contact Center Market: Key Players
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