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Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization), by Vertical, by Region - Global Forecast to 2020

Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization), by Vertical, by Region - Global Forecast to 2020

The cloud model has seen high demand and growth in the contact center market over the past few years. A cloud-based contact center is a deployment model that allows businesses to host their contact center in a remote, third-party data center rather than in a physical location owned by the contact center.

The global cloud-based contact center market is expected to grow from USD 4.68 billion in 2015 to USD 14.71 billion by 2020, at a Compound Annual Growth Rate (CAGR) of 25.7%. The key players in this market include Oracle, Cisco, Genesys, 3CLogic, Interactive Intelligence, 8X8, Aspect Software, InContact, Connect First, Five9 and other key innovators such as Mitel and LiveOps.

Various assumptions have been taken into consideration for the market sizing and forecasting exercise of the cloud-based contact center market. A few of the global assumptions include political, social, technological, and economic factors. The dollar fluctuations are expected to not seriously affect the forecasts in the emerging regions.

Organizations of all sizes worldwide are increasingly adopting cloud solutions for contact centers. The cloud-based contact center market has seen rapid adoption across verticals such as BFSI, IT and telecom, media and entertainment, and retail, which has led to the rapid growth of the market. Its high adoption across industries gives a clear view regarding robustness and maturity of the model. Due to major technology upgrades, several contact center organizations have shifted their setup from on-premise to cloud based. It helps organizations to save costs and modernize their contact center technology.

Latin America is expected to have the highest CAGR during the forecast period while North America is expected to dominate the market in terms of market share. Though the contact center market in Latin America is still at a nascent stage, it is expected to grow significantly during the forecast period. The contact center market in Mexico is expected to experience maximum growth.

The report aims at estimating the market size and future growth potential of this market across segments such as solutions, services, deployment models, applications, verticals, and regions. Furthermore, the report also includes an in-depth competitive analysis of the key players in the cloud-based contact center market, their company profiles, SWOT analysis, recent developments, and key market strategies.

The report would help the market leaders or new entrants in this market in the following ways:
1. This report segments the market into various sub-segments, covering this market comprehensively. The report provides the closest approximations of the revenue numbers for the overall market and the sub-segments. The market numbers are further split across different end users and regions.

2. This report would help in better understanding of the competitors and gain more insights to enhance one’s position in the business. There is a separate section on competitive landscape, which includes competitor ecosystem, mergers and acquisitions, partnerships, and agreements. Besides, there are company profiles of ten players in this market and key innovators. Market internals have been provided to put one ahead of the competitors.

3. The report also helps in understanding the overall growth of the market. It provides information on key market drivers, restraints, challenges, and opportunities


  • INTRODUCTION
    • OBJECTIVES OF THE STUDY
    • MARKET DEFINITION
    • MARKET SCOPE
      • MARKETS COVERED
      • YEARS CONSIDERED FOR THE STUDY
    • CURRENCY
    • LIMITATIONS
    • STAKEHOLDERS
  • RESEARCH METHODOLOGY
    • RESEARCH DATA
      • SECONDARY DATA
      • PRIMARY DATA
    • MARKET SIZE ESTIMATION
      • BOTTOM-UP APPROACH
      • TOP-DOWN APPROACH
    • MARKET BREAKDOWN AND DATA TRIANGULATION
    • RESEARCH ASSUMPTIONS
  • EXECUTIVE SUMMARY
    • Table CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH, 2013-2020 (USD MILLION, Y-O-Y %)
  • PREMIUM INSIGHTS
    • ATTRACTIVE MARKET OPPORTUNITIES IN THE CLOUD-BASED CONTACT CENTER MARKET
    • CLOUD-BASED CONTACT CENTER MARKET, BY TYPE
    • CLOUD-BASED CONTACT CENTER GLOBAL MARKET, BY VERTICALS & REGIONS
    • LIFECYCLE ANALYSIS, BY REGION (2015)
    • BEST MARKET TO INVEST
    • REGION WISE ADOPTION SCENARIO
  • 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
      • REGULATORY IMPLICATIONS
    • INNOVATION SPOTLIGHT
      • Table INNOVATION SPOTLIGHT: LATEST TECHNOLOGY INNOVATIONS
  • INDUSTRY TRENDS
    • INTRODUCTION
    • VALUE CHAIN ANALYSIS
    • STRATEGIC BENCHMARKING
      • STRATEGIC BENCHMARKING: PRODUCT DEVELOPMENT AND ENHANCEMENT BY KEY PLAYERS FROM 2013 TO 2015
      • STRATEGIC BENCHMARKING: MERGERS, ACQUISITIONS, AND STRATEGIC AGREEMENTS BY EMERGING/INNOVATIVE VENDORS FROM 2013 TO 2015
    • DATA TRAFFIC TRENDS IN GLOBAL CLOUD-BASED CONTACT CENTER MARKET
    • PORTER'S FIVE FORCES ANALYSIS
      • THREAT OF NEW ENTRANTS
      • THREAT OF SUBSTITUTES
      • BARGAINING POWER OF SUPPLIERS
      • BARGAINING POWER OF BUYERS
      • INTENSITY OF COMPETITIVE RIVALRY
  • CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY TYPE
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2013-2020 (USD MILLION)
    • CLOUD-BASED CONTACT CENTER MARKET: BY SOLUTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION)
      • AUTOMATIC CALL DISTRIBUTION (ACD)
        • Table AUTOMATIC CALL DISTRIBUTION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
      • AGENT PERFORMANCE OPTIMIZATION (APO)
        • Table AGENT PERFORMANCE OPTIMIZATION: C LOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
      • DIALERS
        • Table DIALERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
      • INTERACTIVE VOICE RESPONSE (IVR)
        • Table INTERACTIVE VOICE RESPONSE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
      • COMPUTER TELEPHONY INTEGRATION (CTI)
        • Table CUSTOMER TELEPHONY INTEGRATION SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
      • ANALYTICS AND REPORTING
        • Table ANALYTICS AND REPORTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
      • OMNI-CHANNEL SOLUTIONS
        • Table OMNI-CHANNEL SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • CLOUD-BASED CONTACT CENTER MARKET: BY SERVICE
      • Table CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2013-2020 (USD MILLION)
      • PROFESSIONAL SERVICES
        • Table PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
      • SYSTEM INTEGRATOR
        • Table SYSTEM INTEGRATOR SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
      • MANAGED SERVICES
        • Table MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE,BY REGION, 2013-2020 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY DEPLOYMENT MODEL
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION)
    • PUBLIC CLOUD
      • Table PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • HYBRID CLOUD
      • Table HYBRID CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • PRIVATE CLOUD
      • Table PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY APPLICATION
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION)
    • CALL ROUTING AND QUEUING
      • Table CALL ROUTING AND QUEUING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • DATA INTEGRATION AND RECORDING
      • Table DATA INTEGRATION AND RECORDING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • CHAT QUALITY MONITORING
      • Table CHAT QUALITY MONITORING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • REAL-TIME DECISION MAKING
      • Table REAL-TIME DECISION MAKING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • WORKFORCE OPTIMIZATION
      • Table WORKFORCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY VERTICAL
    • INTRODUCTION
      • Table CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
    • BFSI
      • Table BFSI: CLOUD-BASED CONTACT CENTER MARKET SIZE , BY REGION, 2013-2020 (USD MILLION)
    • CONSUMER GOODS & RETAIL
      • Table CONSUMER GOODS & RETAIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • GOVERNMENT
      • Table GOVERNMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE BY REGION, 2013-2020 (USD MILLION)
    • HEALTHCARE
      • Table HEALTHCARE: CLOUD-BASED CONTACT CENTER MARKET SIZE BY REGION, 2013-2020 (USD MILLION)
    • MEDIA & ENTERTAINMENT
      • Table MEDIA & ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • TRAVEL & HOSPITALITY
      • Table TRAVEL & HOSPITALITY: CLOUD-BASED CONTACT CENTER MARKET SIZE , BY REGION, 2013-2020 (USD MILLION)
    • TELECOMMUNICATIONS & IT
      • Table TELECOMMUNICATIONS & IT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • TRANSPORTATION & LOGISTICS
      • Table TRANSPORTATION & LOGISTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • OTHERS
      • Table OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • GEOGRAPHIC ANALYSIS
    • INTRODUCTION
      • Table GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE, 2013-2020 (USD MILLION)
    • NORTH AMERICA
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2013-2015 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2013-2020 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION)
      • Table NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
    • EUROPE
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2013-2020 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2013-2020 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION)
      • Table EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
    • ASIA-PACIFIC (APAC)
      • Table ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2013-2020 (USD MILLION)
      • Table ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION)
      • Table ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2013-2020 (USD MILLION)
      • Table ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION)
      • Table ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION)
      • Table ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
    • MIDDLE EAST AND AFRICA
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2013-2020 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2013-2020 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL 2013-2020 (USD MILLION)
    • LATIN AMERICA
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2013-2020 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2013-2020 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION)
      • Table LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
  • COMPETITIVE LANDSCAPE
    • OVERVIEW
    • COMPETITIVE SITUATION & TRENDS
      • NEW PRODUCT LAUNCHES AND ENHANCEMENTS
        • Table NEW PRODUCT LAUNCHES AND ENHANCEMENTS, 2011-2015
      • PARTNERSHIPS AND COLLABORATIONS
        • Table PARTNERSHIPS AND COLLABORATIONS, 2011-2015
      • MERGERS AND ACQUISITIONS
        • Table MERGERS AND ACQUISITIONS, 2011-2015
      • INTEGRATIONS AND EXPANSIONS
        • Table INTEGRATIONS AND EXPANSIONS, 2011-2015
    • END-USER ANALYSIS
      • HIGH ADOPTION Y LARGE ENTERPRISES
      • DEMAND FOR CLOUD-BASED CONTACT CENTER ACROSS VERTICALS
    • CONTACT CENTER DATA TRAFFIC
    • PRODUCT PORTFOLIO COMPARISON
  • COMPANY PROFILES
    • INTRODUCTION
    • INTERACTIVE INTELLIGENCE GROUP, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • CISCO SYSTEMS, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • FIVE9, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
      • BUSINESS OVERVIEW
      • SERVICES AND SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • ORACLE CORPORATION
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • 8X8, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • INCONTACT, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SERVICES OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • 3CLOGIC, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • CONNECT FIRST, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
      • MNM VIEW
    • ASPECT SOFTWARE
      • BUSINESS OVERVIEW
      • SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • KEY INNOVATORS
      • MITEL NETWORKS CORPORATION
      • LIVEOPS SOCIAL
  • APPENDIX
    • INSIGHTS FROM INDUSTRY EXPERTS
    • DISCUSSION GUIDE
    • INTRODUCTION RT: REAL-TIME MARKET INTELLIGENCE
    • AVAILABLE CUSTOMIZATIONS
    • RELATED REPORTS

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