In terms of revenue, the global cloud-based contact center market was valued at $xx million in 2021, and is expected to reach $xx million by 2030, growing at a CAGR of 21.54% during the forecast period, 2022-2030. The market study has also analyzed the impact of COVID-19 on the cloud-based contact center industry qualitatively as well as quantitatively.

GLOBAL CLOUD-BASED CONTACT CENTER MARKET FORECAST 2022-2030

Global Cloud-based Contact Center Market by Component (Solutions, Services) Market by Deployment (Public, Private, Hybrid) Market by Organization Size (Large Enterprises, Small and Medium-sized Enterprises) Market by End-user (Banking, Financial Services and Insurance, IT and Telecom, Media and Entertainment, Retail and Consumer, Logistics and Transport, Healthcare, Other End-users) by Geography

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In terms of revenue, the global cloud-based contact center market was valued at $xx million in 2021, and is expected to reach $xx million by 2030, growing at a CAGR of 21.54% during the forecast period, 2022-2030. The market study has also analyzed the impact of COVID-19 on the cloud-based contact center industry qualitatively as well as quantitatively.

Cloud Based Contact Center Market

Read our latest blog on the Cloud-based Contact Center Market

An enterprise that needs multiple communication channels (including voice, email, social media, and the web), agent management, sophisticated call routing, and analytics will typically deploy a cloud-based contact center, a comprehensive collection of cloud-hosted services, tools, and applications for contact centers.

Cloud-based contact centers are becoming more and more popular among businesses due to the COVID-19 pandemic because they can effectively handle both inbound and outbound customer communications and provide flexibility in managing customer service operations with the help of remote workers.

Key enablers of the global cloud-based contact center market growth are:

  • Increasing demand for cloud-based services
    • The cloud-based solution has seen tremendous growth in recent years since this technology enables users to access the data from remote locations. The adoption of cloud-based contact center services is driven by companies’ growing awareness of the value of saving money and resources by transferring their data to the cloud rather than creating and maintaining on-premise infrastructure.
    • Due to these advantages, both large corporations and SMEs are increasingly embracing cloud-based solutions on a global scale. By dividing software setup costs, cloud computing and virtualization are expected to reduce the need for hardware.
  • Advanced features in cloud-based solutions

Key growth restraining factors are:

  • Security issues related to cloud-based solutions
    • Cloud-based solutions are viable options for various applications since they provide cloud users with storage and computation needs at a relatively low cost. Although the deployment of cloud-based solutions has increased rapidly over the past few years, the technology lacks the security measures required for user data security.
    • Services that use the cloud present specific challenges and security issues. 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. Even though the majority of businesses store customer data internally, they still require a connection to the cloud provider to manage things like screen pops and data lookup. Due to the dangers involved, some companies are hesitant to use these solutions, which challenges market growth.

Global Cloud-Based Contact Center Market | Top Trends

  • Companies offer cloud services primarily focused on large-scale data integration in the telecom industry, one of the sectors with a significant rate of data generation. The partnership between cloud offerings and telecom companies is a widespread trend seen worldwide as the demand for cloud services among telecom clients grows. Additionally, this strategy assists in geographical expansion as telecom is rapidly becoming a major industry on a global scale.
  • The leading contact center market players now have a completely new window of opportunity to advance predictive analytics and enhance call center experiences for both consumers and agents, attributed to the application of innovative technologies like AI, unified omnichannel communications, and machine-to-machine communications over the Internet of Things (IoT) and digital transformation. In March 2021, Enlighten AI, a framework based on AI for customer engagement with customer experience-specific models pre-trained on billions of actual consumer interactions, was to be incorporated into the new CXone contact center from Nice inContact Inc.

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Market Segmentation – Component, Deployment, Organization Size, and End-User –

Market by Component:

  • Solutions
    • Interactive Voice Response (IVR)
    • Automatic Call Distribution
    • Computer Telephony Integration (CTI)
    • Call Recording
    • Reporting And Analytics
    • Dialer
    • Workforce Optimization
    • Customer Collaboration
    • Other Solutions
  • Services
    • Professional Services
    • Managed Services

Market by Deployment:

  • Public
  • Private
  • Hybrid
    • The hybrid cloud covers the whole computing environment, a mix of third-party and private cloud and on-premises and public cloud services. It offers more flexibility to organizations and gives an option to deploy data per the required structure. Companies can deploy workloads per requirements over the public or private cloud.
    • This type of infrastructure covers data centers or private clouds, laaS platform, and a network, enabled with multiple security layers. Both public and private clouds must be compatible with processors. Multiple enterprises adopting a hybrid cloud strategy generally start with the laaS solution and expand functionalities to the private cloud environment.

Market by Organization Size:

  • Large Enterprises
    • Many large enterprises operate their business in multiple locations and production facilities. With the surging and urgent need for real-time interactions through voice, email, social media, and the web, these enterprises have been adopting cloud solutions to take advantage of state-of-the-art capabilities that could elevate their legacy contact centers to modernized contact centers.
    • A majority of these enterprises from prominent industries such as BFSI, IT and telecom, media and entertainment, retail and consumer, logistics and transport, and healthcare have already implemented cloud-based contact center solutions to handle inbound and outbound customer communications effectively.
  • Small and Medium-Sized Enterprises

Market by End-User:

  • Banking, Financial Services and Insurance (BFSI)
    • Cloud-based contact centers are expected to witness significant growth in the BFSI sector. In an effort to improve convenience, many financial institutions are implementing cloud-based solutions. The banking and financial services industry offers lucrative market growth opportunities as cloud-based solutions and services are increasingly adopted.
    • For instance, the computer software company Ameyo provides cloud-based contact center software for the banking industry. A high standard of consumer service is becoming more crucial as the consumer base grows. The customer interactions in BFSI organizations are extremely sensitive, necessitating a sophisticated customer interaction solution that aids in the cost-effective and efficient storing, processing, and analysis of the data.
  • IT and Telecom
  • Media and Entertainment
  • Retail and Consumer
  • Logistics and Transport
  • Healthcare
  • Other End-Users

Geographical Study based on Four Major Regions:

  • North America: The United States and Canada
    • North America is among the leading innovators and pioneers with regard to the adoption of cloud-based contact center solutions and services. Vendors of cloud-based contact centers are well-established in the region, which contributes to the market expansion. These include Aspect Software Parent Inc PV, Genesys Telecommunications Laboratories Inc, Amazon Web Services Inc, Oracle Corporation, Cisco Systems Inc, etc.
    • A US-based business, Nice inContact Inc, purchased the contact center technology provider, ContactEngine, in July 2021. Also, CXone SmartReach, a comprehensive AI-powered solution that enables organizations to have multi-day, proactive, and asynchronous conversations, was introduced by the company after the acquisition (interacting with customers even before they reach out for service through their channels of choice).
  • Europe: The United Kingdom, Germany, France, Italy, Spain, Belgium, Poland, and Rest of Europe
  • Asia-Pacific: China, Japan, India, South Korea, Indonesia, Thailand, Vietnam, Australia & New Zealand, and Rest of Asia-Pacific
  • Rest of World: Latin America, Middle East & Africa

The major players in the global cloud-based contact center market are:

  • Nice Ltd
  • Genesys
  • Five9 Inc
  • 8×8 Inc
  • Connect First
  • Cisco Systems
  • Oracle Corporation

Key strategies adopted by some of these companies:

In November 2021, Cisco Systems announced the inclusion of new calling features in its Webex offering. Additionally, it improved Communications Platform as a Service (CPaaS) and Webex Customer Experience to aid businesses in successfully adjusting to the new hybrid workplace.

In September 2021, Amazon Web Service(AWS) announced the addition of three new capabilities for Amazon Connect, its call center service. These capabilities are claimed to make contact center building in the cloud easy for its customers.

Report Synopsis:

Report Scope Details
Market Forecast Years 2022-2030
Base Year 2021
Market Historical Years 2018-2021
Forecast Units Revenue ($ Million)
Segments Analyzed Component, Deployment, Organization Size, End-User
Geographies Analyzed North America, Europe, Asia-Pacific, Rest of World
Companies Analyzed

3CLogic, 8×8 Inc, Aspect Software, Atheer Inc, Avaya Inc, Cisco Systems, Connect First, Five9 Inc, Genesys, Google Llc, Microsoft Corporation, Mitel Networks Corporation, Nice Ltd, Oracle Corporation, Sap SE

  1. RESEARCH SCOPE & METHODOLOGY
    • STUDY OBJECTIVES
    • SCOPE OF STUDY
    • METHODOLOGY
    • ASSUMPTIONS & LIMITATIONS
  2. EXECUTIVE SUMMARY
    • MARKET SIZE & ESTIMATES
    • MARKET OVERVIEW
  3. MARKET DYNAMICS
    • DEVELOPMENT OF CLOUD-BASED CONTACT CENTER
    • KEY DRIVERS
      • INCREASING DEMAND FOR CLOUD-BASED SERVICES
      • ADVANCED FEATURES IN CLOUD-BASED SOLUTIONS
    • KEY RESTRAINTS
      • SECURITY ISSUES RELATED TO CLOUD-BASED SOLUTIONS
  1. KEY ANALYTICS
    • IMPACT OF COVID-19 ON CLOUD-BASED CONTACT CENTER MARKET
    • KEY MARKET TRENDS
    • PORTER’S FIVE FORCES ANALYSIS
      • BUYERS POWER
      • SUPPLIERS POWER
      • SUBSTITUTION
      • NEW ENTRANTS
      • INDUSTRY RIVALRY
    • OPPORTUNITY MATRIX
    • VENDOR LANDSCAPE
    • REGULATORY FRAMEWORK
  2. MARKET BY COMPONENT
    • SOLUTIONS
      • INTERACTIVE VOICE RESPONSE (IVR)
      • AUTOMATIC CALL DISTRIBUTION
      • COMPUTER TELEPHONY INTEGRATION (CTI)
      • CALL RECORDING
      • REPORTING AND ANALYTICS
      • DIALER
      • WORKFORCE OPTIMIZATION
      • CUSTOMER COLLABORATION
      • OTHER SOLUTIONS
    • SERVICES
      • PROFESSIONAL SERVICES
      • MANAGED SERVICES
  1. MARKET BY DEPLOYMENT
    • PUBLIC
    • PRIVATE
    • HYBRID
  2. MARKET BY ORGANIZATION SIZE
    • LARGE ENTERPRISES
    • SMALL AND MEDIUM-SIZED ENTERPRISES
  3. MARKET BY END-USER
    • BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI)
    • IT AND TELECOM
    • MEDIA AND ENTERTAINMENT
    • RETAIL AND CONSUMER
    • LOGISTICS AND TRANSPORT
    • HEALTHCARE
    • OTHER END-USERS
  4. GEOGRAPHICAL ANALYSIS
    • NORTH AMERICA
      • MARKET SIZE & ESTIMATES
      • KEY GROWTH ENABLERS
      • KEY CHALLENGES
      • KEY PLAYERS
      • COUNTRY ANALYSIS
        • UNITED STATES
        • CANADA
    • EUROPE
      • MARKET SIZE & ESTIMATES
      • KEY GROWTH ENABLERS
      • KEY CHALLENGES
      • KEY PLAYERS
      • COUNTRY ANALYSIS
        • UNITED KINGDOM
        • GERMANY
        • FRANCE
        • ITALY
        • SPAIN
        • BELGIUM
        • POLAND
        • REST OF EUROPE
    • ASIA-PACIFIC
      • MARKET SIZE & ESTIMATES
      • KEY GROWTH ENABLERS
      • KEY CHALLENGES
      • KEY PLAYERS
      • COUNTRY ANALYSIS
        • CHINA
        • JAPAN
        • INDIA
        • SOUTH KOREA
        • INDONESIA
        • THAILAND
        • VIETNAM
        • AUSTRALIA & NEW ZEALAND
        • REST OF ASIA-PACIFIC
    • REST OF WORLD
      • MARKET SIZE & ESTIMATES
      • KEY GROWTH ENABLERS
      • KEY CHALLENGES
      • KEY PLAYERS
      • REGIONAL ANALYSIS
        • LATIN AMERICA
        • MIDDLE EAST & AFRICA
  1. COMPETITIVE LANDSCAPE
    • KEY STRATEGIC DEVELOPMENTS
      • MERGERS & ACQUISITIONS
      • PRODUCT LAUNCHES & DEVELOPMENTS
      • PARTNERSHIPS & AGREEMENTS
      • BUSINESS EXPANSIONS & DIVESTITURES
    • COMPANY PROFILES
      • 3CLOGIC
      • 8X8 INC
      • ASPECT SOFTWARE
      • ATHEER INC
      • AVAYA INC
      • CISCO SYSTEMS
      • CONNECT FIRST
      • FIVE9 INC
      • GENESYS
      • GOOGLE LLC
      • MICROSOFT CORPORATION
      • MITEL NETWORKS CORPORATION
      • NICE LTD
      • ORACLE CORPORATION
      • SAP SE

LIST OF TABLES  

TABLE 1: MARKET SNAPSHOT – CLOUD-BASED CONTACT CENTER

TABLE 2: REGULATORY FRAMEWORK

TABLE 3: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 4: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 5: GLOBAL SOLUTIONS MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 6: GLOBAL SOLUTIONS MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 7: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTIONS, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 8: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTIONS, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 9: GLOBAL INTERACTIVE VOICE RESPONSE (IVR) MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 10: GLOBAL INTERACTIVE VOICE RESPONSE (IVR) MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 11: GLOBAL AUTOMATIC CALL DISTRIBUTION MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 12: GLOBAL AUTOMATIC CALL DISTRIBUTION MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 13: GLOBAL COMPUTER TELEPHONY INTEGRATION (CTI) MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 14: GLOBAL COMPUTER TELEPHONY INTEGRATION (CTI) MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 15: GLOBAL CALL RECORDING MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 16: GLOBAL CALL RECORDING MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 17: GLOBAL REPORTING AND ANALYTICS MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 18: GLOBAL REPORTING AND ANALYTICS MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 19: GLOBAL DIALER MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 20: GLOBAL DIALER MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 21: GLOBAL WORKFORCE OPTIMIZATION MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 22: GLOBAL WORKFORCE OPTIMIZATION MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 23: GLOBAL CUSTOMER COLLABORATION MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 24: GLOBAL CUSTOMER COLLABORATION MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 25: GLOBAL OTHER SOLUTIONS MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 26: GLOBAL OTHER SOLUTIONS MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 27: GLOBAL SERVICES MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 28: GLOBAL SERVICES MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 29:  GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY SERVICES, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 30: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY SERVICES, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 31: GLOBAL PROFESSIONAL SERVICES MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 32: GLOBAL PROFESSIONAL SERVICES MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 33: GLOBAL MANAGED SERVICES SOLUTIONS MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 34: GLOBAL MANAGED SERVICES SOLUTIONS MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 35: GLOBAL HEALTHCARE MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 36: GLOBAL HEALTHCARE MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 37: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 38: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 39: GLOBAL PUBLIC MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 40: GLOBAL PUBLIC MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 41: GLOBAL PRIVATE MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 42: GLOBAL PRIVATE MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 43: GLOBAL HYBRID MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 44: GLOBAL HYBRID MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 45: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 46: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 47: GLOBAL LARGE ENTERPRISES MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 48: GLOBAL LARGE ENTERPRISES MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 49: GLOBAL SMALL AND MEDIUM-SIZED ENTERPRISES MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 50: GLOBAL SMALL AND MEDIUM-SIZED ENTERPRISES MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 51: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY END-USER, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 52: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY END-USER, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 53: GLOBAL BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI) MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 54: GLOBAL BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI) MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 55: GLOBAL IT AND TELECOM MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 56: GLOBAL IT AND TELECOM MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 57: GLOBAL MEDIA AND ENTERTAINMENT MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 58: GLOBAL MEDIA AND ENTERTAINMENT MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 59: GLOBAL RETAIL AND CONSUMER MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 60: GLOBAL RETAIL AND CONSUMER MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 61: GLOBAL LOGISTICS AND TRANSPORT MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 62: GLOBAL LOGISTICS AND TRANSPORT MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 63: GLOBAL HEALTHCARE MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 64: GLOBAL HEALTHCARE MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 65: GLOBAL OTHER END-USERS MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 66: GLOBAL OTHER END-USERS MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 67: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY GEOGRAPHY, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 68: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY GEOGRAPHY, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 69: NORTH AMERICA CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 70: NORTH AMERICA CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 71: EUROPE CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 72: EUROPE CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 73: ASIA-PACIFIC CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 74: ASIA-PACIFIC CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 75: REST OF WORLD CLOUD-BASED CONTACT CENTER MARKET, BY REGION, HISTORICAL YEARS, 2018-2021 (IN $ MILLION)

TABLE 76: REST OF WORLD CLOUD-BASED CONTACT CENTER MARKET, BY REGION, FORECAST YEARS, 2022-2030 (IN $ MILLION)

TABLE 77: LIST OF MERGERS & ACQUISITIONS

TABLE 78: LIST OF PRODUCT LAUNCHES & DEVELOPMENTS

TABLE 79: LIST OF PARTNERSHIPS & AGREEMENTS

TABLE 80: LIST OF BUSINESS EXPANSIONS & DIVESTITURES

LIST OF FIGURES 

FIGURE 1: KEY MARKET TRENDS

FIGURE 2: PORTER’S FIVE FORCES ANALYSIS

FIGURE 3: OPPORTUNITY MATRIX

FIGURE 4: VENDOR LANDSCAPE

FIGURE 5: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, GROWTH POTENTIAL, BY COMPONENT, IN 2021

FIGURE 6: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTIONS, 2022-2030 (IN $ MILLION)

FIGURE 7: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, GROWTH POTENTIAL, BY SOLUTIONS, IN 2021

FIGURE 8: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY INTERACTIVE VOICE RESPONSE (IVR), 2022-2030 (IN $ MILLION)

FIGURE 9: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY AUTOMATIC CALL DISTRIBUTION, 2022-2030 (IN $ MILLION)

FIGURE 10: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY COMPUTER TELEPHONY INTEGRATION (CTI), 2022-2030 (IN $ MILLION)

FIGURE 11: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY CALL RECORDING, 2022-2030 (IN $ MILLION)

FIGURE 12: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY REPORTING AND ANALYTICS, 2022-2030 (IN $ MILLION)

FIGURE 13: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY DIALER, 2022-2030 (IN $ MILLION)

FIGURE 14: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY WORKFORCE OPTIMIZATION, 2022-2030 (IN $ MILLION)

FIGURE 15: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY CUSTOMER COLLABORATION, 2022-2030 (IN $ MILLION)

FIGURE 16: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY OTHER SOLUTIONS, 2022-2030 (IN $ MILLION)

FIGURE 17: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY SERVICES, 2022-2030 (IN $ MILLION)

FIGURE 18: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICES, 2022-2030 (IN $ MILLION)

FIGURE 19: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY MANAGED SERVICES, 2022-2030 (IN $ MILLION)

FIGURE 20: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, GROWTH POTENTIAL, BY DEPLOYMENT, IN 2021

FIGURE 21: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY PUBLIC, 2022-2030 (IN $ MILLION)

FIGURE 22: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY PRIVATE, 2022-2030 (IN $ MILLION)

FIGURE 23: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY HYBRID, 2022-2030 (IN $ MILLION)

FIGURE 24: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, GROWTH POTENTIAL, BY ORGANIZATION SIZE, IN 2021

FIGURE 25: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY LARGE ENTERPRISES, 2022-2030 (IN $ MILLION)

FIGURE 26: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY SMALL AND MEDIUM-SIZED ENTERPRISES, 2022-2030 (IN $ MILLION)

FIGURE 27: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, GROWTH POTENTIAL, BY END-USER, IN 2021

FIGURE 28: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI), 2022-2030 (IN $ MILLION)

FIGURE 29: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY IT AND TELECOM, 2022-2030 (IN $ MILLION)

FIGURE 30: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY MEDIA AND ENTERTAINMENT, 2022-2030 (IN $ MILLION)

FIGURE 31: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY RETAIL AND CONSUMER, 2022-2030 (IN $ MILLION)

FIGURE 32: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY LOGISTICS AND TRANSPORT, 2022-2030 (IN $ MILLION)

FIGURE 33: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY HEALTHCARE, 2022-2030 (IN $ MILLION)

FIGURE 34: GLOBAL CLOUD-BASED CONTACT CENTER MARKET, BY OTHER END-USERS, 2022-2030 (IN $ MILLION)

FIGURE 35: NORTH AMERICA CLOUD-BASED CONTACT CENTER MARKET, COUNTRY OUTLOOK, 2021 & 2030 (IN %)

FIGURE 36: UNITED STATES CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 37: CANADA CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 38: EUROPE CLOUD-BASED CONTACT CENTER MARKET, COUNTRY OUTLOOK, 2021 & 2030 (IN %)

FIGURE 39: UNITED KINGDOM CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 40: GERMANY CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 41: FRANCE CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 42: ITALY CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 43: SPAIN CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 44: BELGIUM CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 45: POLAND CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 46: REST OF EUROPE CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 47: ASIA-PACIFIC CLOUD-BASED CONTACT CENTER MARKET, COUNTRY OUTLOOK, 2021 & 2030 (IN %)

FIGURE 48: CHINA CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 49: JAPAN CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 50: INDIA CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 51: SOUTH KOREA CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 52: INDONESIA CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 53: THAILAND CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 54: VIETNAM CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 55: AUSTRALIA & NEW ZEALAND CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 56: REST OF ASIA-PACIFIC CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 57: REST OF WORLD CLOUD-BASED CONTACT CENTER MARKET, REGIONAL OUTLOOK, 2021 & 2030 (IN %)

FIGURE 58: LATIN AMERICA CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

FIGURE 59: MIDDLE EAST & AFRICA CLOUD-BASED CONTACT CENTER MARKET, 2022-2030 (IN $ MILLION)

  1. MARKET BY COMPONENT
    • SOLUTIONS
      • INTERACTIVE VOICE RESPONSE (IVR)
      • AUTOMATIC CALL DISTRIBUTION
      • COMPUTER TELEPHONY INTEGRATION (CTI)
      • CALL RECORDING
      • REPORTING AND ANALYTICS
      • DIALER
      • WORKFORCE OPTIMIZATION
      • CUSTOMER COLLABORATION
      • OTHER SOLUTIONS
    • SERVICES
      • PROFESSIONAL SERVICES
      • MANAGED SERVICES
  1. MARKET BY DEPLOYMENT
    • PUBLIC
    • PRIVATE
    • HYBRID
  2. MARKET BY ORGANIZATION SIZE
    • LARGE ENTERPRISES
    • SMALL AND MEDIUM-SIZED ENTERPRISES
  3. MARKET BY END-USER
    • BANKING, FINANCIAL SERVICES AND INSURANCE (BFSI)
    • IT AND TELECOM
    • MEDIA AND ENTERTAINMENT
    • RETAIL AND CONSUMER
    • LOGISTICS AND TRANSPORT
    • HEALTHCARE
    • OTHER END-USERS
  4. GEOGRAPHICAL ANALYSIS
    • NORTH AMERICA
      • MARKET SIZE & ESTIMATES
      • KEY GROWTH ENABLERS
      • KEY CHALLENGES
      • KEY PLAYERS
      • COUNTRY ANALYSIS
        • UNITED STATES
        • CANADA
    • EUROPE
      • MARKET SIZE & ESTIMATES
      • KEY GROWTH ENABLERS
      • KEY CHALLENGES
      • KEY PLAYERS
      • COUNTRY ANALYSIS
        • UNITED KINGDOM
        • GERMANY
        • FRANCE
        • ITALY
        • SPAIN
        • BELGIUM
        • POLAND
        • REST OF EUROPE
    • ASIA-PACIFIC
      • MARKET SIZE & ESTIMATES
      • KEY GROWTH ENABLERS
      • KEY CHALLENGES
      • KEY PLAYERS
      • COUNTRY ANALYSIS
        • CHINA
        • JAPAN
        • INDIA
        • SOUTH KOREA
        • INDONESIA
        • THAILAND
        • VIETNAM
        • AUSTRALIA & NEW ZEALAND
        • REST OF ASIA-PACIFIC
    • REST OF WORLD
      • MARKET SIZE & ESTIMATES
      • KEY GROWTH ENABLERS
      • KEY CHALLENGES
      • KEY PLAYERS
      • REGIONAL ANALYSIS
        • LATIN AMERICA
        • MIDDLE EAST & AFRICA

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