Cloud-Based Contact Center Market by Solution (ACD, APO, Dialers, IVR, CTI, Reporting and Analytics, and Security), Service (Professional and Managed), Application, Deployment Model, Organization Size, Vertical, and Region - Global Forecast to 2022

Cloud-Based Contact Center Market by Solution (ACD, APO, Dialers, IVR, CTI, Reporting and Analytics, and Security), Service (Professional and Managed), Application, Deployment Model, Organization Size, Vertical, and Region - Global Forecast to 2022

The growth in the need for improving consumer experience has fueled the adoption of cloud-based contact center solutions across the globe
The global cloud-based contact center market is expected to grow from USD 6.80 billion in 2017 to USD 20.93 billion by 2022, at a Compound Annual Growth Rate (CAGR) of 25.2% during the forecast period. Business continuity is one of the major driving factors for cloud-based contact centers. In on-premises contact centers, hardware failures emerge abruptly, which is expected to disastrously impact on the companies’ customer data resulting in downtime, busy signals, and excessive delay. Cloud-based contact centers are independent of the location they are situated that enables agents, supervisors, and administrators to access them from anywhere through a phone or by an internet connection. This makes cloud-based contact centers a disaster recovery/business continuity solution. This is one of the major growth drivers for the cloud-based contact center market, as these solutions provide an effective control that aid in meeting compliances and uptime. However, concerns related to information loss is expected to prevent the end-users from adopting these solutions.

The call routing and queuing segment is expected to have the largest market size during the forecast period
Call routing designates certain calls to different agents and locations depending on a variety of factors. Focusing on call routing enables organizations to manage thousands of calls continuously without compromising with the customer satisfaction. Moreover, organizations could easily manage spikes in call volume by intelligently distributing calls among multiple contact centers, including remote centers and home-based agents, with the unique cloud routing technology. However, demand for call routing and queuing solution is expected to increase in various verticals.

The large enterprise segment is expected to have the larger market share during the forecast period
The cloud-based contact center market has been segmented based on organization size into Small and Medium-sized Enterprises (SMEs) and large enterprises. The major benefit large enterprises receive with the implementation of cloud transformation is that the cloud services are maintained and supported by the vendors themselves. Moreover, firms could thereby engage their employees in more strategic business tasks. The demand for flexible, scalable, and convenient solutions for large enterprises pushes service providers to come up with the new technologies and offer innovative solutions. Hence, the cloud-based contact center market for large enterprises is expected to grow at a significant rate.

North America is estimated to have the largest market share in 2017, whereas Asia Pacific is projected to grow at the highest rate during the forecast period
North America is estimated to capture the largest market share in 2017, and the trend is expected to continue during the forecast period. Growth in adoption of cloud-based services in SMEs and large enterprises is expected to drive the revenue growth in this region. On the other hand, the cloud-based contact center market in Asia Pacific (APAC) is expected to witness an exponential growth and is projected to be one of the fastest-growing regions in the global cloud-based contact center market. This is attributed to the large-scale adoption of cost-effective cloud-based solutions in these regions.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with the key people. The break-up of the profiles of the primary participants is given below:
• By Company Type: Tier I: 50%, Tier II: 33%, and Tier III: 17%
• By Designation: C Level: 50%, D Level: 17%, and Others: 33%
• By Region: North America: 33%, APAC: 17%, Europe: 33%, and RoW: 17%

The key vendors profiled in the report are as follows:
1. 8x8 Inc. (US)
2. Five9 (US)
3. Cisco Systems (US)
4. Genesys (US)
5. Oracle (US)
6. NewVoiceMedia (UK)
7. Connect First (US)
8. Aspect Software (US)
9. NICE Ltd. (Israel)
10. 3CLogic (US)

Research Coverage
The market is segmented on the basis of solution that includes Automatic Call Distribution (ACD), Agent Performance Optimization (APO), dialers, Interactive Voice Response (IVR), Computer Telephony Integration (CTI), reporting and analytics, security, others (issue tracking, omnichannel, and mobile care solution). The service segment includes professional service and managed service. The deployment model segment includes public cloud, private cloud, and hybrid cloud. The organization size includes SMEs and large enterprises. The applications include call routing and queuing, data integration and recording, chat quality and monitoring, real-time decision-making, and workforce optimization. The market has been segmented on the basis of vertical into Banking, Financial Services, and Insurance (BFSI), consumer goods and retail, government and public sector, healthcare and life sciences, manufacturing, media and entertainment, telecommunication and Information Technology Enabled Services (ITES), and others (transportation and logistics, and education). Furthermore, the market has been segmented on the basis of regions into North America, Europe, APAC, Middle East and Africa (MEA), and Latin America.

The report is expected to help the market leaders/new entrants in the following ways:
1. The report segments the cloud-based contact center market comprehensively and provides the closest approximations of the revenue numbers for the overall market and subsegments across different industries and regions.
2. The report is expected to help stakeholders understand the pulse of the market and provide them with the information on the key market drivers, restraints, challenges, and opportunities.
3. The report is expected to help stakeholders better understand their competitors and gain more insights to enhance their position in the market. The competitive landscape section includes new product launches, partnerships, agreements and collaborations, mergers and acquisitions, and expansions related to the cloud-based contact center market.


  • INTRODUCTION
    • OBJECTIVES OF THE STUDY
    • MARKET DEFINITION
    • MARKET SCOPE
    • YEARS CONSIDERED FOR THE STUDY
    • CURRENCY CONSIDERED
    • STAKEHOLDERS
  • RESEARCH METHODOLOGY
    • RESEARCH DATA
      • SECONDARY DATA
      • PRIMARY DATA
    • MARKET SIZE ESTIMATION
    • RESEARCH ASSUMPTIONS
      • Table GLOBAL CLOUD-BASED CONTACT CENTER MARKET: ASSUMPTIONS
    • LIMITATIONS
  • EXECUTIVE SUMMARY
  • PREMIUM INSIGHTS
    • ATTRACTIVE MARKET OPPORTUNITIES IN THE CLOUD-BASED CONTACT CENTER MARKET
    • CLOUD-BASED CONTACT CENTER MARKET, TOP 3 VERTICALS AND REGIONS
    • MARKET INVESTMENT SCENARIO
  • MARKET OVERVIEW AND INDUSTRY TRENDS
    • INTRODUCTION
    • MARKET DYNAMICS
      • DRIVERS
      • RESTRAINTS
      • OPPORTUNITIES
      • CHALLENGES
    • TECHNOLOGY TRENDS AND STANDARDS
      • INTRODUCTION
      • STANDARDS AND GUIDELINES FOR THE CLOUD-BASED CONTACT CENTER MARKET
    • CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS
    • MARKET ECOSYSTEM
  • CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2022 (USD MILLION)
    • AUTOMATIC CALL DISTRIBUTION
      • Table AUTOMATIC CLOUD DISTRIBUTION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • AGENT PERFORMANCE OPTIMIZATION
      • Table AGENT PERFORMANCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • DIALERS
      • Table DIALERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • INTERACTIVE VOICE RESPONSE
      • Table INTERACTIVE VOICE RESPONSE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • COMPUTER TELEPHONY INTEGRATION
      • Table COMPUTER TELEPHONY INTEGRATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • REPORTING AND ANALYTICS
      • Table REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • SECURITY
      • Table SECURITY: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • OTHERS
      • Table OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015–2022 (USD MILLION)
    • PROFESSIONAL SERVICES
      • Table PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • MANAGED SERVICES
      • Table MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015–2022 (USD MILLION)
    • CALL ROUTING AND QUEUING
      • Table CALL ROUTING AND QUEUING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • DATA INTEGRATION AND RECORDING
      • Table DATA INTEGRATION AND RECORDING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • CHAT QUALITY AND MONITORING
      • Table CHAT QUALITY AND MONITORING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • REAL-TIME DECISION MAKING
      • Table REAL-TIME DECISION MAKING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • WORKFORCE OPTIMIZATION
      • Table WORKFORCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2022 (USD MILLION)
    • PUBLIC CLOUD
      • Table PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • PRIVATE CLOUD
      • Table PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • HYBRID CLOUD
      • Table HYBRID CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2022 (USD MILLION)
    • LARGE ENTERPRISES
      • Table LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • SMALL AND MEDIUM-SIZED ENTERPRISES
      • Table SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION)
    • BANKING, FINANCIAL SERVICES, AND INSURANCE
      • Table BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • CONSUMER GOODS AND RETAIL
      • Table CONSUMER GOODS AND RETAIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • GOVERNMENT AND PUBLIC SECTOR
      • Table GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • HEALTHCARE AND LIFE SCIENCES
      • Table HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • MANUFACTURING
      • Table MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • MEDIA AND ENTERTAINMENT
      • Table MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • TELECOMMUNICATION AND ITES
      • Table TELECOMMUNICATION AND ITES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • OTHERS
      • Table OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET, BY REGION
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2022 (USD MILLION)
    • NORTH AMERICA
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2022 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015–2022 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015–2022 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL 2015–2022 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2022 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION)
    • EUROPE
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2022 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015–2022 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015–2022 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2022 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2022 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION)
    • ASIA PACIFIC
      • Table ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2022 (USD MILLION)
      • Table ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015–2022 (USD MILLION)
      • Table ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015–2022 (USD MILLION)
      • Table ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2022 (USD MILLION)
      • Table ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2022 (USD MILLION)
      • Table ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION)
    • MIDDLE EAST AND AFRICA
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015–2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015–2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2022 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION)
    • LATIN AMERICA
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2022 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015–2022 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015–2022 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2022 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2022 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION)
  • COMPETITIVE LANDSCAPE
    • OVERVIEW
      • MARKET RANKING
        • Table MARKET RANKING FOR THE CLOUD-BASED CONTACT CENTER MARKET, 2017
      • NEW PRODUCT/TECHNOLOGY LAUNCHES
        • Table NEW PRODUCT/TECHNOLOGY LAUNCHES, 2015–2017
      • PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS
        • Table PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS, 2015–2018
      • MERGERS AND ACQUISITIONS
        • Table MERGERS AND ACQUISITIONS, 2015–2018
  • COMPANY PROFILES
    • INTRODUCTION
    • 8X8, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • FIVE9
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • CISCO SYSTEMS
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • GENESYS
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • ORACLE
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • NEWVOICEMEDIA
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • CONNECT FIRST
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • ASPECT SOFTWARE
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • NICE LTD.
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • 3CLOGIC
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • KEY INNOVATORS
      • BT GROUP
      • WEST CORPORATION
      • LIVEOPS
      • MITEL NETWORKS CORPORATION
      • OZONETEL SYSTEMS PVT. LTD
      • EVOLVE IP, LLC.
  • APPENDIX
    • INSIGHTS OF INDUSTRY EXPERTS
    • DISCUSSION GUIDE
    • KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
    • INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE
    • AVAILABLE CUSTOMIZATIONS
    • RELATED REPORTS
    • AUTHOR DETAILS

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