Global Cloud-Based Contact Center Market (2022 to 2027)

DUBLIN, July 18, 2022 /PRNewswire/ — The “Cloud-Based Contact Center Market by Component (Solutions and Services), Mode of Deployment (Public and Private Cloud), Organization Size, Industry (BFSI, Telecom, Retail and Consumer Goods) and Region – Global Forecast to 2027” report has been added to from offer.

The global cloud-based contact center market size is set to grow from $17.1 billion in 2022 at $54.6 billion by 2027, at a compound annual growth rate (CAGR) of 26.1% over the forecast period.

Cloud-based Contact Center is a comprehensive suite of cloud-hosted tools, applications, and services for contact centers in large organizations that require multiple communication channels (including phone calls and email) , sophisticated call routing, agent management and analytics. Cloud-based call centers are a network-based service where a provider owns and operates call center technology. Thus providing its remote services to businesses in a subscription model. Cloud-based contact centers offer an innovative way to tackle your business pitfalls.

BFSI segment is expected to have the largest market size during the forecast period

The BFSI vertical collectively includes organizations active in banking services, such as basic banking, retail, investment, financial services (payment gateways, stock brokerage and mutual funds) and services insurance (life and general insurance). The level of risk in the BFSI vertical is always high, as companies 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 offers BFSI organizations the ability to leverage customer data that includes transactions, customer activities in banking and financials, websites, customer queries through multiple channels and in-depth knowledge of priority customer segments.

Among the regions, APAC holds the highest CAGR during the forecast period

The market in the Asia Pacific is expected to grow at the highest CAGR over the forecast period. Asia Pacific is increasingly embracing the trend of digitalization for multiple 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 deploying on-premises solutions prevents SMEs from adopting advanced communication technologies.

Hence, there is a strong demand for agile, scalable, pay-per-use cloud infrastructure in the region. Additionally, businesses in the region continue to focus on improving their customer services to drive competitive differentiation and revenue growth. Rapid economic development, globalization, digitalization and increased adoption of cloud-based technologies are expected to drive the growth of the cloud-based contact center market in the Asia Pacific Region.

Main topics covered:

1. Introduction

2 Research methodology

3 Executive Summary

4 premium previews
4.1 Attractive Opportunities in the Cloud-Based Contact Center Market
4.2 Market, by vertical
4.3 Market, by Region
4.4 Market, by Solution and Vertical

5 Market Overview and Industry Trends
5.1 Presentation
5.1.1 Drivers Growing adoption of Smac technologies Role of social media in cloud-based contact center operations Advantages of Smac technologies in contact centers Increased adoption of cloud-based contact centers due to COVID-19 Increasing number of channels to reach end customers Growing need for personalized and simplified customer interactions Faster deployment, scalability and flexibility of cloud-based contact centers Better business continuity with cloud-based contact centers
5.1.2 Constraints Inadequate Network Bandwidth in Emerging Economies Cyberattacks affecting business operations
5.1.3 Opportunities Improving customer experience to increase adoption of cloud-based contact center Need to analyze audio conversations in real time Reorientation of companies towards the culture of working from home Implementing Ai, Analytics and Nlp capabilities to add value to existing cloud-based contact centers
5.1.4 Challenges Confidentiality and data security aspects Organizational, technical and operational challenges when moving contact centers to the cloud Integrating mobility into existing capabilities
5.2 Market Dynamics Induced by COVID-19
5.2.1 Drivers and opportunities
5.2.2 Constraints and challenges
5.3 Cloud-based contact center: evolution
5.4 Analysis of case studies
5.4.1 Case study 1: Banking, financial services and insurance
5.4.2 Case study 2: Retail trade
5.4.3 Case Study 3: Healthcare
5.4.4 Case Study 4: Telecommunications
5.4.5 Case Study 5: Information Technology
5.4.6 Case Study 6: Government
5.4.7 Case study 7: Media and entertainment
5.4.8 Case study 8: Energy and utilities
5.4.9 Case Study 9: Manufacturing
5.5 Cloud-Based Contact Center Market: Value Chain Analysis
5.6 Market ecosystem
5.7 Market: Impact of COVID-19
5.8 Trends and Disruptions Affecting Buyers
5.9 Technological analysis
5.10 Price Analysis
5.11 Patent Analysis
5.12 Porter’s Five Forces Analysis

6 Cloud-Based Contact Center Market, By Component
6.1 Presentation
Dimension 6.1.1: Market Drivers
6.1.2 Component: Impact of COVID-19
6.2 Workarounds
6.2.1 Omnichannel Routing Digital channels Interactive Voice Response Automatic call distributors Dialers Virtual Agents
6.2.2 Workforce engagement management Workforce optimization Call recording and quality management
6.2.3 Reports and analyzes Historical and custom reports Speech analysis Text analysis
6.2.4 Customer engagement management
6.2.5 Alternatives
6.3 Services
6.3.1 Consulting
6.3.2 Implementation and integration
6.3.3 Training and support and maintenance

7 Cloud-Based Contact Center Market, By Mode of Deployment
7.1 Presentation
7.1.1 Mode of deployment: market drivers
7.1.2 Mode of deployment: Impact of COVID-19
7.2 Public cloud
7.3 Private cloud

8 Cloud-Based Contact Center Market, By Organization Size
8.1 Presentation
8.1.1 Organization Size: Market Drivers
8.1.2 Size of organization: impact of COVID-19
8.2 Large companies
8.3 Small and medium enterprises

9 Cloud-Based Contact Center Market, By Vertical
9.1 Presentation
9.1.1 Vertical: market drivers
9.1.2 Vertical: Impact of COVID-19
9.2 Banking, financial services and insurance
9.3 Telecommunications
9.4 It and Ites
9.5 Government and public sector
9.6 Retail and consumer goods
9.7 Manufacturing
9.8 Energy and utilities
9.9 Media and entertainment
9.10 Health and Life Sciences
9.11 Other vertical markets

10 Cloud-based Contact Center Market, by Region

11 Competitive Landscape
11.1 Strategies of Key Players
11.2 Market Assessment Framework
11.3 Market Share Analysis
11.4 Historical Revenue Analysis of Major Players
11.5 Business Evaluation Matrix
11.5.1 Definitions and methodology
11.5.2 Stars
11.5.3 Emerging Leaders
11.5.4 Ubiquitous Players
11.5.5 Participants
11.6 Evaluation matrix for small and medium enterprises/startups
11.6.1 Definitions and methodology
11.6.2 Progressive companies
11.6.3 Sensitive companies
11.6.4 Dynamic companies
11.6.5 Starting Blocks
11.7 Competitive Scenario
11.7.1 Product Launches
11.7.2 Offers

12 company profiles
12.1 Presentation
12.2 Key Players
12.2.1 Nice
12.2.2 Genesys
12.2.3 Five9
12.2.4 Vonage
12.2.5 Chat Desktop
12.2.6 8X8
12.2.7 Cisco
12.2.8 Avail
12.2.9 Serenova
12.2.10 Content Guru
12.2.11 Alvaria
12.2.12 ring central
12.2.13 Enghouse Interactive
12.2.14 3Clogic
12.2.15 Ameyo
12.2.16 Twilio
12.2.17 Vocalcom
12.2.18 Evolve IP
12.3 Startup/SME profiles
12.3.1 Data flow
12.3.2 Techsee
12.3.3 Air call
12.3.4 Sentiment machines
12.3.5 Nubitel
12.3.6 Right call
12.3.7 Dialer360
12.3.8 Servitel
12.3.9 Neodove
12.3.10 Rule

13 Adjacent and Related Markets

14 Appendix

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