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Global Cloud-Based Contact Center Market Size study, byComponent (Solutions and Services), by Deployment Mode (Public and Private Cloud), by Organization Size (SMEs, Large Enterprises), by Verticals(BFSI, Telecommunications,IT and Ites, Government and Public Sector, Retail and consumer goods, Manufacturing, Energy and utilities, media and entertainment, Healthcare and Life Sciences, Other Verticals) and Regional Forecasts 2022-2028

  • BIZ4983344
  • 200 Pages
  • July 2022
  • ICT & Media
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Global Cloud-Based Contact Center Market is valued at approximately USD 13.5 billion in 2021 and is anticipated to grow with a healthy growth rate of more than 26% over the forecast period 2022-2028.A cloud-based contact centre is typically a full suite of cloud-hosted contact centre services, tools, and applications. These are typically implemented in businesses that need multiple communication channels (including voice, email, social media, and the web), agent management, sophisticated call routing, and analytics. Since the COVID-19 pandemic, businesses are choosing cloud-based contact centres more and more often in order to manage inbound and outbound customer communications efficiently and to provide flexibility in managing customer service operations with the help of remote workers.Multi-channel customer contacts are increasingly in demand, which guarantees effective customer service delivery. In order to enhance user experience and maintain competitiveness in the rapidly evolving market environment, businesses all over the world are making committed investments in AI and ML technologies.The market for cloud-based call centres is being shaped by expanding technological advancements. To improve their competitiveness in the market, major companies involved in the cloud-based call centre industry are concentrating on creating technological solutions for these facilities. For instance, TechSee, a US-based technology and technical support company with a focus on augmented reality and visual technology introduced TechSee Smart in July 2019 using artificial intelligence technology. Now, a customer calling from their smartphone can send still images or videos to the contact centre, which are then examined by the TechSee Smart platform to identify the product model and the problem's origin.However, cloud-based services present numerous particular security problems and difficulties which may hinder the market growth. There is poor visibility and little control over data stored in the cloud with a third-party provider because the provider can access the data.

The key regions considered for the global Cloud-Based Contact Center marketstudy includeAsia Pacific, North America, Europe, Latin America, and Rest of the World.The market for cloud-based contact centres is largely driven by North America. When it comes to the adoption of cloud-based contact centre solutions across the major industries, this region is a very open and competitive market. It is especially receptive to embracing the most recent technological advancements. Whereas, during the forecast period, Asia Pacific is anticipated to experience the fastest growth owing to significant adoption of cloud based solutions along with on going digitalization in the region.

Major market players included in this report are:

NICE

Genesys

Five9

Vonage

Talkdesk

8x8

Cisco

Avaya

Serenova

Content Guru

Alvaria

RingCentral

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

ByComponent:

Solutions

Services

By Deployment Mode:

Private cloud

Public cloud

By Organisation Size:

SMEs

Large Enterprises

ByVerticals:

Banking, Financial Services, And Insurance

Telecommunications

IT and Ites

Government and Public Sector

Retail and consumer goods

Manufacturing

Energy and utilities

Media and entertainment

Healthcare and Life Sciences

Other Verticals

By Region:

North America

U.S.

Canada

Europe

UK

Germany

France

Spain

Italy

ROE

Asia Pacific

China

India

Japan

Australia

South Korea

RoAPAC

Latin America

Brazil

Mexico

Rest of the World

Furthermore, years considered for the study are as follows:

Historical year – 2018, 2019, 2020

Base year – 2021

Forecast period – 2022 to 2028

Target Audience of the Global Cloud-Based Contact Center Market in Market Study:

Key Consulting Companies & Advisors

Large, medium-sized, and small enterprises

Venture capitalists

Value-Added Resellers (VARs)

Third-party knowledge providers

Investment bankers

Investors

Chapter 1. Executive Summary

1.1. Market Snapshot

1.2. Global & Segmental Market Estimates & Forecasts, 2020-2028 (USD Billion)

1.2.1. Cloud-Based Contact Center Market, by Region, 2020-2028 (USD Billion)

1.2.2. Cloud-Based Contact Center Market, by Component, 2020-2028 (USD Billion)

1.2.3. Cloud-Based Contact Center Market, by Deployment Mode, 2020-2028 (USD Billion)

1.2.4. Cloud-Based Contact Center Market, by Organisation Size, 2020-2028 (USD Billion)

1.2.5. Cloud-Based Contact Center Market, by Verticals, 2020-2028 (USD Billion)

1.3. Key Trends

1.4. Estimation Methodology

1.5. Research Assumption

Chapter 2. Global Cloud-Based Contact Center Market Definition and Scope

2.1. Objective of the Study

2.2. Market Definition & Scope

2.2.1. Scope of the Study

2.2.2. Industry Evolution

2.3. Years Considered for the Study

2.4. Currency Conversion Rates

Chapter 3. Global Cloud-Based Contact Center Market Dynamics

3.1. Cloud-Based Contact Center Market Impact Analysis (2020-2028)

3.1.1. Market Drivers

3.1.1.1. Rising adoption of SMAC technologies

3.1.1.2. Role of social media in cloud-based contact center operations

3.1.2. Market Challenges

3.1.2.1. Inadequate network bandwidth in emerging economies

3.1.3. Market Opportunities

3.1.3.1. Enhanced customer experience to increase cloud-based contact center adoption

Chapter 4. Global Cloud-Based Contact Center Market Industry Analysis

4.1. Porter’s 5 Force Model

4.1.1. Bargaining Power of Suppliers

4.1.2. Bargaining Power of Buyers

4.1.3. Threat of New Entrants

4.1.4. Threat of Substitutes

4.1.5. Competitive Rivalry

4.1.6. Futuristic Approach to Porter’s 5 Force Model (2018-2028)

4.2. PEST Analysis

4.2.1. Political

4.2.2. Economical

4.2.3. Social

4.2.4. Technological

4.3. Investment Adoption Model

4.4. Analyst Recommendation & Conclusion

4.5. Top investment opportunity

4.6. Top winning strategies

Chapter 5. Risk Assessment: COVID-19 Impact

5.1.1. Assessment of the overall impact of COVID-19 on the industry

5.1.2. Pre COVID-19 and post COVID-19 market scenario

Chapter 6. Global Cloud-Based Contact Center Market, by Component

6.1. Market Snapshot

6.2. Global Cloud-Based Contact Center Market by Component, Performance - Potential Analysis

6.3. Global Cloud-Based Contact Center Market Estimates & Forecasts by Component, 2018-2028 (USD Billion)

6.4. Cloud-Based Contact Center Market, Sub Segment Analysis

6.4.1. Solutions

6.4.2. Services

Chapter 7. Global Cloud-Based Contact Center Market, by Deployment Mode

7.1. Market Snapshot

7.2. Global Cloud-Based Contact Center Market by Deployment Mode, Performance - Potential Analysis

7.3. Global Cloud-Based Contact Center Market Estimates & Forecasts by Deployment Mode, 2018-2028 (USD Billion)

7.4. Cloud-Based Contact Center Market, Sub Segment Analysis

7.4.1. Private cloud

7.4.2. Public cloud

Chapter 8. Global Cloud-Based Contact Center Market, by Organisation Size

8.1. Market Snapshot

8.2. Global Cloud-Based Contact Center Market by Organisation Size, Performance - Potential Analysis

8.3. Global Cloud-Based Contact Center Market Estimates & Forecasts by Organisation Size, 2018-2028 (USD Billion)

8.4. Cloud-Based Contact Center Market, Sub Segment Analysis

8.4.1. SMEs

8.4.2. Large Enterprises

Chapter 9. Global Cloud-Based Contact Center Market, by Verticals

9.1. Market Snapshot

9.2. Global Cloud-Based Contact Center Market by Verticals, Performance - Potential Analysis

9.3. Global Cloud-Based Contact Center Market Estimates & Forecasts by Verticals, 2018-2028 (USD Billion)

9.4. Cloud-Based Contact Center Market, Sub Segment Analysis

9.4.1. Banking, Financial Services, And Insurance

9.4.2. Telecommunications

9.4.3. IT and Ites

9.4.4. Government and Public Sector

9.4.5. Retail and consumer goods

9.4.6. Manufacturing

9.4.7. Energy and utilities

9.4.8. Media and entertainment

9.4.9. Healthcare and Life Sciences

9.4.10. Other Verticals

Chapter 10. Global Cloud-Based Contact Center Market, Regional Analysis

10.1. Cloud-Based Contact Center Market, Regional Market Snapshot

10.2. North America Cloud-Based Contact Center Market

10.2.1. U.S. Cloud-Based Contact Center Market

10.2.1.1. Component breakdown estimates & forecasts, 2018-2028

10.2.1.2. Deployment Mode breakdown estimates & forecasts, 2018-2028

10.2.1.3. Organisation Size breakdown estimates & forecasts, 2018-2028

10.2.1.4. Verticals breakdown estimates & forecasts, 2018-2028

10.2.2. Canada Cloud-Based Contact Center Market

10.3. Europe Cloud-Based Contact Center Market Snapshot

10.3.1. U.K. Cloud-Based Contact Center Market

10.3.2. Germany Cloud-Based Contact Center Market

10.3.3. France Cloud-Based Contact Center Market

10.3.4. Spain Cloud-Based Contact Center Market

10.3.5. Italy Cloud-Based Contact Center Market

10.3.6. Rest of Europe Cloud-Based Contact Center Market

10.4. Asia-Pacific Cloud-Based Contact Center Market Snapshot

10.4.1. China Cloud-Based Contact Center Market

10.4.2. India Cloud-Based Contact Center Market

10.4.3. Japan Cloud-Based Contact Center Market

10.4.4. Australia Cloud-Based Contact Center Market

10.4.5. South Korea Cloud-Based Contact Center Market

10.4.6. Rest of Asia Pacific Cloud-Based Contact Center Market

10.5. Latin America Cloud-Based Contact Center Market Snapshot

10.5.1. Brazil Cloud-Based Contact Center Market

10.5.2. Mexico Cloud-Based Contact Center Market

10.6. Rest of The World Cloud-Based Contact Center Market

Chapter 11. Competitive Intelligence

11.1. Top Market Strategies

11.2. Company Profiles

11.2.1. NICE

11.2.1.1. Key Information

11.2.1.2. Overview

11.2.1.3. Financial (Subject to Data Availability)

11.2.1.4. Deployment ModeSummary

11.2.1.5. Recent Developments

11.2.2. Genesys

11.2.3. Five9

11.2.4. Vonage

11.2.5. Talkdesk

11.2.6. 8x8

11.2.7. Cisco

11.2.8. Avaya

11.2.9. Serenova

11.2.10. Content Guru

Chapter 12. Research Process

12.1. Research Process

12.1.1. Data Mining

12.1.2. Analysis

12.1.3. Market Estimation

12.1.4. Validation

12.1.5. Publishing

12.2. Research Attributes

12.3. Research Assumption

List of Tables

TABLE 1. Global Cloud-Based Contact Center Market, report scope

TABLE 2. Global Cloud-Based Contact Center Market estimates & forecasts by Region 2018-2028 (USDBillion)

TABLE 3. Global Cloud-Based Contact Center Market estimates & forecasts by Component 2018-2028 (USDBillion)

TABLE 4. Global Cloud-Based Contact Center Market estimates & forecasts by Deployment Mode 2018-2028 (USDBillion)

TABLE 5. Global Cloud-Based Contact Center Market estimates & forecasts by Organisation Size 2018-2028 (USDBillion)

TABLE 6. Global Cloud-Based Contact Center Market estimates & forecasts by Verticals 2018-2028 (USDBillion)

TABLE 7. Global Cloud-Based Contact Center Market by segment, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 8. Global Cloud-Based Contact Center Market by region, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 9. Global Cloud-Based Contact Center Market by segment, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 10. Global Cloud-Based Contact Center Market by region, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 11. Global Cloud-Based Contact Center Market by segment, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 12. Global Cloud-Based Contact Center Market by region, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 13. Global Cloud-Based Contact Center Market by segment, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 14. Global Cloud-Based Contact Center Market by region, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 15. Global Cloud-Based Contact Center Market by segment, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 16. Global Cloud-Based Contact Center Market by region, estimates & forecasts, 2018-2028 (USDBillion)

TABLE 17. U.S. Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 18. U.S. Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 19. U.S. Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 20. Canada Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 21. Canada Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 22. Canada Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 23. UK Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 24. UK Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 25. UK Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 26. Germany Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 27. Germany Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 28. Germany Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 29. RoE Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 30. RoE Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 31. RoE Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 32. China Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 33. China Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 34. China Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 35. India Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 36. India Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 37. India Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 38. Japan Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 39. Japan Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 40. Japan Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 41. RoAPAC Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 42. RoAPAC Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 43. RoAPAC Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 44. Brazil Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 45. Brazil Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 46. Brazil Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 47. Mexico Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 48. Mexico Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 49. Mexico Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 50. RoLA Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 51. RoLA Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 52. RoLA Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 53. Row Cloud-Based Contact Center Market estimates & forecasts, 2018-2028 (USDBillion)

TABLE 54. Row Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 55. Row Cloud-Based Contact Center Market estimates & forecasts by segment 2018-2028 (USDBillion)

TABLE 56. List of secondary sources, used in the study of global Cloud-Based Contact Center Market

TABLE 57. List of primary sources, used in the study of global Cloud-Based Contact Center Market

TABLE 58. Years considered for the study

TABLE 59. Exchange rates considered

 
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