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Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021

Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021


  • INTRODUCTION
    • OBJECTIVES OF THE STUDY
    • MARKET DEFINITION
    • MARKET SCOPE
      • MARKETS COVERED
      • YEARS CONSIDERED IN THE REPORT
    • CURRENCY
    • LIMITATIONS
    • STAKEHOLDERS
  • RESEARCH METHODOLOGY
    • RESEARCH DATA
      • SECONDARY DATA
      • PRIMARY DATA
    • MARKET SIZE ESTIMATION
    • MARKET BREAKDOWN AND DATA TRIANGULATION
    • RESEARCH ASSUMPTIONS
    • VENDOR DIVE MATRIX METHODOLOGY
  • EXECUTIVE SUMMARY
    • Table CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE, 2014-2021 (USD MILLION, YOY)
  • PREMIUM INSIGHTS
    • ATTRACTIVE MARKET OPPORTUNITIES IN THE CLOUD-BASED CONTACT CENTER MARKET
    • CLOUD-BASED CONTACT CENTER MARKET: MARKET SHARE OF TOP THREE SERVICE TYPES AND REGIONS
    • LIFECYCLE ANALYSIS, BY REGION, 2016
    • MARKET INVESTMENT SCENARIO
    • CLOUD-BASED CONTACT CENTER MARKET: BY VERTICAL
  • MARKET OVERVIEW
    • INTRODUCTION
    • MARKET EVOLUTION
    • MARKET SEGMENTATION
      • BY SOLUTION
      • BY SERVICE
      • BY DEPLOYMENT MODEL
      • BY APPLICATION
      • BY VERTICAL
      • BY REGION
    • MARKET DYNAMICS
      • DRIVERS
      • RESTRAINTS
      • OPPORTUNITIES
      • CHALLENGES
  • INDUSTRY TRENDS
    • INTRODUCTION
    • VALUE CHAIN ANALYSIS
    • MARKET ECOSYSTEM
    • STRATEGIC BENCHMARKING
  • CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY SOLUTION
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
    • AUTOMATIC CALL DISTRIBUTION (ACD)
      • Table AUTOMATIC CALL DISTRIBUTION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • AGENT PERFORMANCE OPTIMIZATION (APO)
      • Table AGENT PERFORMANCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • DIALERS
      • Table DIALERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • INTERACTIVE VOICE RESPONSE (IVR)
      • Table INTERACTIVE VOICE RESPONSE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • COMPUTER TELEPHONY INTEGRATION (CTI)
      • Table COMPUTER TELEPHONY INTEGRATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • REPORTING AND ANALYTICS
      • Table REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • OTHERS
      • Table OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY SERVICE TYPE
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION)
    • PROFESSIONAL SERVICES
      • Table PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • MANAGED SERVICES
      • Table MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY APPLICATION
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2014-2021 (USD MILLION)
    • CALL ROUTING AND QUEUING
      • Table CALL ROUTING AND QUEUING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • DATA INTEGRATION AND RECORDING
      • Table DATA INTEGRATION AND RECORDING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • CHAT QUALITY AND MONITORING
      • Table CHAT QUALITY AND MONITORING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • REAL-TIME DECISION MAKING
      • Table REAL-TIME DECISION MAKING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • WORKFORCE OPTIMIZATION
      • Table WORKFORCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY DEPLOYMENT MODEL
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION)
    • PUBLIC CLOUD
      • Table PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • PRIVATE CLOUD
      • Table PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • HYBRID AND COMMUNITY CLOUD
      • Table HYBRID AND COMMUNITY CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY ORGANIZATION SIZE
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
    • SMALL AND MEDIUM ENTERPRISES (SMES)
      • Table SMALL AND MEDIUM ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • LARGE ENTERPRISES
      • Table LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY VERTICAL
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
    • BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI)
      • Table BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • CONSUMER GOODS AND RETAIL
      • Table CONSUMER GOODS AND RETAIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • GOVERNMENT AND PUBLIC SECTOR
      • Table GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • HEALTHCARE AND LIFE SCIENCES
      • Table HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • MEDIA AND ENTERTAINMENT
      • Table MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • MANUFACTURING
      • Table MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • TELECOMMUNICATION AND ITES
      • Table TELECOMMUNICATION AND ITES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • OTHERS
      • Table OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • GEOGRAPHIC ANALYSIS
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • NORTH AMERICA
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2014-2021 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL 2014-2021 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
    • EUROPE
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2014-2021 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
    • ASIA-PACIFIC
      • Table ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
      • Table ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
      • Table ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION)
      • Table ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2014-2021 (USD MILLION)
      • Table ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION)
      • Table ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
    • MIDDLE EAST AND AFRICA (MEA)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2014-2021 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
    • LATIN AMERICA
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2014-2021 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION)
  • COMPETITIVE LANDSCAPE
    • OVERVIEW
    • COMPETITIVE SITUATION AND TRENDS
      • PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS
        • Table PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS, 2015 - 2016
      • NEW PRODUCT LAUNCHES
        • Table NEW PRODUCT LAUNCHES, 2015-2016
      • BUSINESS EXPANSIONS
        • Table BUSINESS EXPANSIONS, 2015-2016
      • MERGERS AND ACQUISITIONS
        • Table MERGERS AND ACQUISITIONS, 2013-2016
    • CLOUD-BASED CONTACT CENTER MARKET: MNM DIVE - VENDOR COMPARISON
  • COMPANY PROFILE
    • INTRODUCTION
    • 8X8, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • FIVE9, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • CISCO SYSTEMS, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • ORACLE CORPORATION
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • NICE-SYSTEMS LTD.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
    • NEWVOICEMEDIA
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
    • 3CLOGIC
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • CONNECT FIRST, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • MNM VIEW
    • ASPECT SOFTWARE PARENT INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
    • OTHER MAJOR VENDORS
      • INCONTACT, INC.
      • INTERACTIVE INTELLIGENCE GROUP, INC.
      • BROADSOFT, INC.
      • WEST CORPORATION
      • LIVEOPS CLOUD
      • MITEL NETWORKS CORPORATION
      • OZONETEL SYSTEMS PVT. LTD
      • EVOLVE IP, LLC.
  • APPENDIX
    • KEY INDUSTRY INSIGHTS
    • DISCUSSION GUIDE
    • KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
    • INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE
    • AVAILABLE CUSTOMIZATIONS
    • RELATED REPORTS
    • AUTHOR DETAILS

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