Cloud Based Contact Center Market Size, Share, Analysis 2030
Cloud Based Contact Center Market Size, Share, Analysis 2030
Segments - Cloud-based Contact Center Market by Types (Dialers, Agent Performance Optimization, and Automatic Call Distribution), Services (Professional Services and Managed Services), End-user Industries (Healthcare, Transport and Logistics, IT & Telecom, and BFSI, Entertainment and Media, Consumer and Retail, and Other End-user Industries), and Regions (Asia Pacific, North America, Latin America, Europe, and Middle East and Africa) – Global Industry Analysis, Growth, Shares, Size, Trends, and Forecast 2021– 2028
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| Report ID :ICT-SE-802
| 4.2 Rating
| 72 Reviews
| 185 Pages
| Format :
Report Description
The cloud-based contact center market size was valued at USD 16106.5 million in 2020 and is expected to expand at a CAGR of 25.6% during forecast period 2021–2028. The growth of the market is attributed to increasing disposable income, minimum capital investment, 24/7 customer support service, and financial institutes are adopting new cloud-based technology.
A cloud contact center is an application, cloud-hosted service, and complete suite of tools for contact centers in major corporations that need sophisticated call routing, agent management, analytics, and multiple communications channels. A cloud-based contact center is organized structure that manages all customers’ communications over online platform. It allows the users to manage their outbound and inbound call center operations through secure access from anywhere.
Several corporations are adopting solutions offered by cloud-based contact center to manage operation in contact center during Covid-19 pandemic to perform remotely daily operations. Many enterprises across the globe adopted work from home model, due to this fact the demand for solutions offered by cloud-based contact center is projected to rise during the forecast period. As it provides benefit such as low setup cost, flexibility, and scalability.
Market Trends, Drivers, Restraints, and Opportunities
- Rapid development in financial institute and banking sector is projected to boost the market in the coming years.
- Increasing performance in mobile, social media, cloud, and analytics are the major factors fueling the market.
- Cyber-attack on cloud-based contact center market act as a main challenge that can hamper the market in the coming years.
- The high initial investment is projected to restrict the market growth in the coming years.
- R&D investment and technological advancement in cloud-based contact center market is projected to offer lucrative opportunities for the market players.
Scope of the Report
The report on the Cloud-based contact center market includes an assessment of the market, trends, segments, and regional markets. Overview and dynamics have also been included in the report.
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Attributes |
Details |
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Report Title |
Cloud-based contact center Market – Global Industry Analysis, Growth, Share, Size, Trends, and Forecast |
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Base Year |
2020 |
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Historic Data |
2018-2019 |
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Forecast Period |
2021-2028 |
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Segmentation |
Types (Dialers, Agent Performance Optimization, and Automatic Call Distribution), Services (Professional Services and Managed Services), End-User Industries (Healthcare, Transport and Logistics, IT, Telecom, and BFSI, Entertainment and Media, Consumer and Retail, and Other End-user Industries) |
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Regional Scope |
Asia Pacific, North America, Latin America, Europe, and Middle East and Africa |
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Report Coverage |
Company Share, Market Analysis and Size, Competitive Landscape, Growth Factors, and Trends, and Revenue Forecast |
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Key Players covered in the Report |
3C Logic Inc., RingCentral Inc., Connect First Inc., Avaya Contact Center (Avaya Group), Genesys Telecommunications Laboratories Inc., Amazon Web Services, and ZephyrTel |
Market Segment Insights
The BFSI segment accounts for a key share of the market and expected to grow at a rapid pace
Based on end-user industries, the cloud-based contact center market is segregated into healthcare, transport and logistics, IT & telecom, and BFSI, entertainment and media, consumer and retail, and other end-user industries. The BFSI segment accounts for a key share of the market. The growth of the market is attributed to rapid urbanization, data efficient, cost effective, and security. However, the consumer and retail segment are anticipated to expand at a rapid pace during the forecast period due to factors such as increase in awareness, provide up to date service to customer, and rapid digitalization in banking sector.
The professional service segment is estimated to hold a major market share
On the basis of services, the cloud-based contact center market is bifurcated into professional services and managed services. The professional services are employment services in the service sector. The service sectors need special training in science, or art. Some professional services need licenses and professional degree. Some of them require specific skills such as accounts, architects, engineers, teachers, doctors, and lawyers.
The automatic call distribution segment is projected to expand at a rapid pace during the forecast period
Based on types, the cloud-based contact center market is divided into dialers, agent performance optimization, and automatic call distribution. The automatic call distribution (ACD) is telephonic system that receives incoming calls automatically and gives out them to an available representative. Its objective is to help cloud-based contact center to manage and sort out wide-ranging size calls to avoid confusion between the team members. A dialer is an electronic device that is connected to a telephonic system to observe the dialed numbers and change them to provide services that require wide-ranging international or national access codes to dial. The agent performance optimization is majorly used in cloud-based contact center for agent-facing technologies. The agent performance optimization system is used for wide applications such as to improve service levels and reduce workforce cost.
The market in North America is estimated to hold major market share
On the basis of regions, the cloud-based contact center market is categorized as Asia Pacific, North America, Latin America, Europe, and Middle East and Africa. The market of Europe is anticipated to expand at a high CAGR during the forecast period due to minimum capital investment and increase in population. The market of North America is expected to hold major market share due to increase in number of applications in cloud platform, security, scalability, and reliability in major level of industry.
Segments
Segments Covered in the Report
The cloud-based contact center market has been segmented on the basis of
Types
- Dialers
- Agent Performance Optimization
- Automatic Call Distribution
Services
- Professional Services
- Managed Services
End-user
- Healthcare
- Transport and Logistics
- IT, Telecom, and BFSI
- Entertainment and Media
- Consumer and Retail
- Other End-user Industries
Region
- Asia Pacific
- North America
- Latin America
- Europe
- Middle East and Africa
Key Players
- 3C Logic Inc.
- RingCentral Inc.
- Connect First Inc.
- Avaya Contact Center (Avaya Group)
- Genesys Telecommunications Laboratories Inc.
- Amazon Web Services
- ZephyrTel
Competitive Landscape
Key players competing in the cloud-based contact center market include 3C Logic Inc., RingCentral Inc., Connect First Inc., Avaya Contact Center (Avaya Group), Genesys Telecommunications Laboratories Inc., Amazon Web Services, and ZephyrTel.
Amazon Web Services and Zephyrtel solution signed telecom-focused co-operating contract to relocate ZephyrTel solutions to Amazon Web Services along with OASIS cloud-based contact center.
Some of these players are using several market strategies such as acquisitions, merger, collaborations, partnerships, capacity expansion, and product launches to enhance their market shares.
Table Of Content
1. Executive Summary2. Assumptions and Acronyms Used
3. Research Methodology
4. Cloud-based Contact Center Market Overview
4.1. Introduction
4.1.1. Market Taxonomy
4.1.2. Market Definition
4.2. Macro-Economic Factors
4.2.1. Industry Outlook
4.3. Cloud-based Contact Center Market Dynamics
4.3.1. Market Drivers
4.3.2. Market Restraints
4.3.3. Opportunity
4.3.4. Market Trends
4.4. Cloud-based Contact Center Market - Supply Chain
4.5. Global Cloud-based Contact Center Market Forecast
4.5.1. Cloud-based Contact Center Market Size (US$ Mn) and Y-o-Y Growth
4.5.2. Cloud-based Contact Center Market Size (000’ Units) and Y-o-Y Growth
4.5.3. Cloud-based Contact Center Market Absolute $ Opportunity
5. Global Cloud-based Contact Center Market Analysis and Forecast by Types
5.1. Market Trends
5.2. Introduction
5.2.1. Basis Point Share (BPS) Analysis by Types
5.2.2. Y-o-Y Growth Projections by Types
5.3. Cloud-based Contact Center Market Size and Volume Forecast by Types
5.3.1. Dialers
5.3.2. Agent Performance Optimization
5.3.3. Automatic Call Distribution
5.4. Absolute $ Opportunity Assessment by Types
5.5. Market Attractiveness/Growth Potential Analysis by Types
6. Global Cloud-based Contact Center Market Analysis and Forecast by End Users
6.1. Market Trends
6.2. Introduction
6.2.1. Basis Point Share (BPS) Analysis by End Users
6.2.2. Y-o-Y Growth Projections by End Users
6.3. Cloud-based Contact Center Market Size and Volume Forecast by End Users
6.3.1. Healthcare
6.3.2. Transport and Logistics
6.3.3. IT, Telecom, and BFSI
6.3.4. Entertainment and Media
6.3.5. Consumer and Retail
6.3.6. Other End-user Industries
6.4. Absolute $ Opportunity Assessment by End Users
6.5. Market Attractiveness/Growth Potential Analysis by End Users
7. Global Cloud-based Contact Center Market Analysis and Forecast by Region
7.1. Market Trends
7.2. Introduction
7.2.1. Basis Point Share (BPS) Analysis by Region
7.2.2. Y-o-Y Growth Projections by Region
7.3. Cloud-based Contact Center Market Size and Volume Forecast by Region
7.3.1. North America
7.3.2. Latin America
7.3.3. Europe
7.3.4. Asia Pacific
7.3.5. Middle East and Africa (MEA)
7.4. Absolute $ Opportunity Assessment by Region
7.5. Market Attractiveness/Growth Potential Analysis by Region
7.6. Global Cloud-based Contact Center Demand Share Forecast, 2019-2026
8. North America Cloud-based Contact Center Market Analysis and Forecast
8.1. Introduction
8.1.1. Basis Point Share (BPS) Analysis by Country
8.1.2. Y-o-Y Growth Projections by Country
8.2. North America Cloud-based Contact Center Market Size and Volume Forecast by Country
8.2.1. U.S.
8.2.2. Canada
8.3. Absolute $ Opportunity Assessment by Country
8.4. North America Cloud-based Contact Center Market Size and Volume Forecast by Types
8.4.1. Dialers
8.4.2. Agent Performance Optimization
8.4.3. Automatic Call Distribution
8.5. Basis Point Share (BPS) Analysis by Types
8.6. Y-o-Y Growth Projections by Types
8.7. North America Cloud-based Contact Center Market Size and Volume Forecast by End Users
8.7.1. Healthcare
8.7.2. Transport and Logistics
8.7.3. IT, Telecom, and BFSI
8.7.4. Entertainment and Media
8.7.5. Consumer and Retail
8.7.6. Other End-user Industries
8.8. Basis Point Share (BPS) Analysis by End Users
8.9. Y-o-Y Growth Projections by End Users
8.10. Market Attractiveness/Growth Potential Analysis
8.10.1. By Country
8.10.2. By Product Type
8.10.3. By Application
8.11. North America Cloud-based Contact Center Demand Share Forecast, 2019-2026
9. Latin America Cloud-based Contact Center Market Analysis and Forecast
9.1. Introduction
9.1.1. Basis Point Share (BPS) Analysis by Country
9.1.2. Y-o-Y Growth Projections by Country
9.1.3. Latin America Average Pricing Analysis
9.2. Latin America Cloud-based Contact Center Market Size and Volume Forecast by Country
9.2.1. Brazil
9.2.2. Mexico
9.2.3. Rest of Latin America
9.3. Absolute $ Opportunity Assessment by Country
9.4. Latin America Cloud-based Contact Center Market Size and Volume Forecast by Types
9.4.1. Dialers
9.4.2. Agent Performance Optimization
9.4.3. Automatic Call Distribution
9.5. Basis Point Share (BPS) Analysis by Types
9.6. Y-o-Y Growth Projections by Types
9.7. Latin America Cloud-based Contact Center Market Size and Volume Forecast by End Users
9.7.1. Healthcare
9.7.2. Transport and Logistics
9.7.3. IT, Telecom, and BFSI
9.7.4. Entertainment and Media
9.7.5. Consumer and Retail
9.7.6. Other End-user Industries
9.8. Basis Point Share (BPS) Analysis by End Users
9.9. Y-o-Y Growth Projections by End Users
9.10. Market Attractiveness/Growth Potential Analysis
9.10.1. By Country
9.10.2. By Product Type
9.10.3. By Application
9.11. Latin America Cloud-based Contact Center Demand Share Forecast, 2019-2026
10. Europe Cloud-based Contact Center Market Analysis and Forecast
10.1. Introduction
10.1.1. Basis Point Share (BPS) Analysis by Country
10.1.2. Y-o-Y Growth Projections by Country
10.1.3. Europe Average Pricing Analysis
10.2. Europe Cloud-based Contact Center Market Size and Volume Forecast by Country
10.2.1. Germany
10.2.2. France
10.2.3. Italy
10.2.4. U.K.
10.2.5. Spain
10.2.6. Russia
10.2.7. Rest of Europe
10.3. Absolute $ Opportunity Assessment by Country
10.4. Europe Cloud-based Contact Center Market Size and Volume Forecast by Types
10.4.1. Dialers
10.4.2. Agent Performance Optimization
10.4.3. Automatic Call Distribution
10.5. Basis Point Share (BPS) Analysis by Types
10.6. Y-o-Y Growth Projections by Types
10.7. Europe Cloud-based Contact Center Market Size and Volume Forecast by End Users
10.7.1. Healthcare
10.7.2. Transport and Logistics
10.7.3. IT, Telecom, and BFSI
10.7.4. Entertainment and Media
10.7.5. Consumer and Retail
10.7.6. Other End-user Industries
10.8. Basis Point Share (BPS) Analysis by End Users
10.9. Y-o-Y Growth Projections by End Users
10.10. Market Attractiveness/Growth Potential Analysis
10.10.1. By Country
10.10.2. By Product Type
10.10.3. By Application
10.11. Europe Cloud-based Contact Center Demand Share Forecast, 2019-2026
11. Asia Pacific Cloud-based Contact Center Market Analysis and Forecast
11.1. Introduction
11.1.1. Basis Point Share (BPS) Analysis by Country
11.1.2. Y-o-Y Growth Projections by Country
11.1.3. Asia Pacific Average Pricing Analysis
11.2. Asia Pacific Cloud-based Contact Center Market Size and Volume Forecast by Country
11.2.1. China
11.2.2. Japan
11.2.3. South Korea
11.2.4. India
11.2.5. Australia
11.2.6. Rest of Asia Pacific (APAC)
11.3. Absolute $ Opportunity Assessment by Country
11.4. Asia Pacific Cloud-based Contact Center Market Size and Volume Forecast by Types
11.4.1. Dialers
11.4.2. Agent Performance Optimization
11.4.3. Automatic Call Distribution
11.5. Basis Point Share (BPS) Analysis by Types
11.6. Y-o-Y Growth Projections by Types
11.7. Asia Pacific Cloud-based Contact Center Market Size and Volume Forecast by End Users
11.7.1. Healthcare
11.7.2. Transport and Logistics
11.7.3. IT, Telecom, and BFSI
11.7.4. Entertainment and Media
11.7.5. Consumer and Retail
11.7.6. Other End-user Industries
11.8. Basis Point Share (BPS) Analysis by End Users
11.9. Y-o-Y Growth Projections by End Users
11.10. Market Attractiveness/Growth Potential Analysis
11.10.1. By Country
11.10.2. By Product Type
11.10.3. By Application
11.11. Asia Pacific Cloud-based Contact Center Demand Share Forecast, 2019-2026
12. Middle East & Africa Cloud-based Contact Center Market Analysis and Forecast
12.1. Introduction
12.1.1. Basis Point Share (BPS) Analysis by Country
12.1.2. Y-o-Y Growth Projections by Country
12.1.3. Middle East & Africa Average Pricing Analysis
12.2. Middle East & Africa Cloud-based Contact Center Market Size and Volume Forecast by Country
12.2.1. Saudi Arabia
12.2.2. South Africa
12.2.3. UAE
12.2.4. Rest of Middle East & Africa (MEA)
12.3. Absolute $ Opportunity Assessment by Country
12.4. Middle East & Africa Cloud-based Contact Center Market Size and Volume Forecast by Types
12.4.1. Dialers
12.4.2. Agent Performance Optimization
12.4.3. Automatic Call Distribution
12.5. Basis Point Share (BPS) Analysis by Types
12.6. Y-o-Y Growth Projections by Types
12.7. Middle East & Africa Cloud-based Contact Center Market Size and Volume Forecast by End Users
12.7.1. Healthcare
12.7.2. Transport and Logistics
12.7.3. IT, Telecom, and BFSI
12.7.4. Entertainment and Media
12.7.5. Consumer and Retail
12.7.6. Other End-user Industries
12.8. Basis Point Share (BPS) Analysis by End Users
12.9. Y-o-Y Growth Projections by End Users
12.10. Market Attractiveness/Growth Potential Analysis
12.10.1. By Country
12.10.2. By Product Type
12.10.3. By Application
12.11. Middle East & Africa Cloud-based Contact Center Demand Share Forecast, 2019-2026
13. Competition Landscape
13.1. Global Cloud-based Contact Center Market: Market Share Analysis
13.2. Cloud-based Contact Center Distributors and Customers
13.3. Cloud-based Contact Center Market: Competitive Dashboard
13.4. Company Profiles (Details: Overview, Financials, Developments, Strategy)
13.4.1. 3C Logic Inc.
13.4.2. RingCentral Inc.
13.4.3. Connect First Inc.
13.4.4. Avaya Contact Center (Avaya Group)
13.4.5. Genesys Telecommunications Laboratories Inc.&a
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