Cloud-based Contact Center Market

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

  • Report ID: ICT-SE-802
  • Author: Growth Market Reports
  • Rating: 4.8
  • Total Reviews: 2
  • No. Of Pages: 185
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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.
 

Cloud-based Contact Center Market Key Takeaways


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.

Attributes

Details

Report Title

Cloud-based contact center Market – Global Industry Analysis, Growth, Share, Size, Trends, and Forecast

Base Year

2020

Historic Data

2018-2019

Forecast Period

2021-2028

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)

Regional Scope

Asia Pacific, North America, Latin America, Europe, and Middle East and Africa

Report Coverage

Company Share, Market Analysis and Size, Competitive Landscape, Growth Factors, and Trends, and Revenue Forecast

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.
 

Cloud-based Contact Center Market By Types


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.
 

Cloud-based Contact Center Market By Regions


 

1. Executive Summary
2. 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.&l

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

 

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.
 

Cloud-based Contact Center Market By key Players

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