Cloud-based Contact Center Market

Report Code TC 2662
Published in May, 2024, By MarketsandMarkets™
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Cloud-based Contact Center Market by Software (Omnichannel Routing, Workforce Engagement, Reporting & Analytics, Customer Engagement), Engagement (Inbound, Outbound), Communication Channel (Voice, Digital, and Self-service) - Global Forecast to 2029

Overview

The cloud-based contact center market is projected to grow from USD 26.2 billion in 2024 to USD 86.4 billion by 2029, at a compound annual growth rate (CAGR) of 26.9% during the forecast period. Due to various business drivers, the cloud-based contact center market is expected to grow significantly during the forecast period. The market is experiencing significant growth due to the growing impact of social media on contact center operations. Continuous transition to cloud-based contact centers, and rising adoption of advanced contact center technologies is also responsible for driving the market’s growth.

Attractive Opportunities in the Cloud-based Contact Center Market

ASIA PACIFIC:

The market growth in Asia Pacific can be attributed to the rapid advancements in technology, such as AI-powered analytics and virtual agents, enhance customer experience by enabling personalized interactions and efficient issue resolution.

Growth in the cloud-based contact center market is primarily propelled by increasing need for tailored and efficient engagements, growing impact of social media on contact center operations, and continuous transition to cloud-based contact centers.

Partnerships, collaborations, and product launches would offer lucrative opportunities for market players in the next five years.

The North American cloud-based contact center market is projected to be valued at USD 26.9 billion by 2029, growing at a CAGR of 23.9% during the forecast period.

The increasing adoption of digital channels for customer engagement, such as chat, email, and social media, is fueling the demand for cloud-based contact center solutions that can seamlessly integrate omnichannel communication capabilities.

Global Cloud-based Contact Center Market Dynamics

DRIVER: Continuous transition to cloud-based contact centers

Many contact centers are transitioning from on-premises settings to cloud-based environments. This is because cloud-based contact center solutions allow businesses to lower deployment time, offer flexibility, and permit their employees to work from anywhere. Using cloud-based contact centers provides comprehensive solutions at reasonable prices despite the amount of data and digital interactions. As a result, they are becoming increasingly popular among contact centers. These solutions also assist organizations in achieving greater flexibility and scalability, which are critical for business agility and growth. Scalability enables businesses to increase or decrease IT resources as needed to operate contact centers at different traffic volumes. The cloud model allows companies to make faster, cost-effective decisions on capacity depending on business needs. This also allows for a quick response to growth or crisis, enabling companies to take advantage of new opportunities and react to market fluctuations without overspending on IT infrastructure.

RESTRAINTS: Impact of IVR fraud and cyberattacks on business operations

As more contact centers adopt self-service channels, IVRs, and webchats to minimize the call volumes at the agents’ end, fraud attacks and associated losses are on the rise, especially after a surge in the number of calls due to the outbreak of COVID-19. Many fraudsters have developed certain algorithms to autodial IVRs, bypass PIN securities, and crack the last digits of Social Security Numbers and CVVs of credit and debit cards to perform account takeovers and extract money from people’s bank accounts, despite the absence of a payment IVR in place. Furthermore, cyberattacks for stealing potential customer information from other online contact channels, such as the web, social media, and SMS, have also increased. Recently, the SANS Institute released a new cloud security report based on a survey of several hundred companies across the US, Asia, Europe, and Canada. According to the survey, 19% of respondents suffered from cloud cyberattacks and are concerned about storing information in the cloud. Contact centers are a rich source of critical customer information, as they continuously interact with customers and process large volumes of information, attracting cybercriminals to target these contact centers. The growing number of security challenges force contact centers to stick to the traditional methods of customer interactions, thereby affecting the adoption of new contact center methods or technologies. This, in turn, maximizes the unattended call and call-waiting-in-queue rates and consequently decreases the customer satisfaction scores and brand value.

 

OPPORTUNITY: Impact of IVR fraud and cyberattacks on business operations

As more contact centers adopt self-service channels, IVRs, and webchats to minimize the call volumes at the agents’ end, fraud attacks and associated losses are on the rise, especially after a surge in the number of calls due to the outbreak of COVID-19. Many fraudsters have developed certain algorithms to autodial IVRs, bypass PIN securities, and crack the last digits of Social Security Numbers and CVVs of credit and debit cards to perform account takeovers and extract money from people’s bank accounts, despite the absence of a payment IVR in place. Furthermore, cyberattacks for stealing potential customer information from other online contact channels, such as the web, social media, and SMS, have also increased. Recently, the SANS Institute released a new cloud security report based on a survey of several hundred companies across the US, Asia, Europe, and Canada. According to the survey, 19% of respondents suffered from cloud cyberattacks and are concerned about storing information in the cloud. Contact centers are a rich source of critical customer information, as they continuously interact with customers and process large volumes of information, attracting cybercriminals to target these contact centers. The growing number of security challenges force contact centers to stick to the traditional methods of customer interactions, thereby affecting the adoption of new contact center methods or technologies. This, in turn, maximizes the unattended call and call-waiting-in-queue rates and consequently decreases the customer satisfaction scores and brand value.

CHALLENGE: Challenges impeding migration of contact centers to cloud-based environments

The migration of contact centers to cloud-based environments presents numerous challenges that act as significant barriers to adoption, impacting the pace and extent of implementation in the market. One primary challenge is the complexity of transitioning legacy systems to cloud-based architectures. Many contact centers still rely on on-premises infrastructure, which may entail substantial reconfiguration and integration efforts to ensure compatibility with cloud platforms. According to a report by Genesys, a leading cloud-based contact center solution provider, 63% of contact centers cite integration challenges as a top barrier to adopting cloud technology. Security concerns also pose a significant impediment to migration. Contact centers handle sensitive customer data, making data security and privacy paramount concerns. While cloud providers implement robust security measures, including encryption and access controls, apprehensions about data breaches and compliance remain prevalent. A survey conducted by Cisco Systems revealed that 58% of contact center professionals cite security concerns as a key barrier to adopting cloud-based solutions. Furthermore, the cost of migration and ongoing operational expenses can deter organizations from embracing cloud-based contact center solutions. While cloud deployments offer potential cost savings through pay-as-you-go pricing models and reduced infrastructure maintenance, the initial investment in migrating systems and training staff can be substantial. Another challenge is ensuring seamless connectivity and uptime.

Global Cloud-based Contact Center Market Ecosystem Analysis

By professional services, the Support & Maintenance segment registered the highest CAGR during the forecast period. Support and maintenance services are essential for sustaining optimal performance and reliability of cloud-based contact center environments. Dedicated support teams provide round-the-clock assistance, monitoring, and troubleshooting to address technical issues and minimize downtime. As businesses increasingly rely on contact centers as a critical component of customer engagement, ensuring uninterrupted service delivery becomes paramount, driving the demand for ongoing maintenance. Additionally, the complexity of contact center solutions, which often integrate various communication channels and technologies, requires specialized expertise for troubleshooting and optimization.

 

By communication channel, voice segment to register the largest market size during the forecast period.

The market for voice segment within the cloud-based contact center sector is experiencing significant growth driven by several key factors. Businesses across various industries are increasingly recognizing the significance of personalized and efficient customer interactions, with voice communication remaining a cornerstone of such engagement. Cloud-based contact centers offer advanced features like IVR systems, automatic call distribution, and real-time analytics, empowering organizations to deliver seamless and responsive customer service experiences. Moreover, the integration of AI and machine learning technologies within cloud-based platforms enhances the efficiency of voice interactions through functionalities like speech recognition, sentiment analysis, and predictive analytics, driving further market growth.

By vertical, Healthcare & Life Sciences segment to register the highest CAGR during the forecast period.

The expansion of the cloud-based contact center market within the healthcare and life sciences sectors is primarily fueled by several key factors. The increasing demand for enhanced patient experiences drives healthcare providers to adopt more efficient communication solutions. Cloud-based contact centers offer flexibility, scalability, and advanced features such as omnichannel communication and AI-powered analytics, catering to evolving patient needs. Moreover, stringent regulatory requirements in the healthcare industry necessitate secure and compliant communication channels, which cloud solutions can readily provide.

NORTH AMERICA Region Holds the Largest Share of the Cloud-based Contact Center Market.

The cloud-based contact center market in North America is experiencing significant growth, driven by several key factors. The increasing demand for flexible and scalable customer service solutions is propelling businesses to adopt cloud-based contact center services, allowing them to efficiently manage fluctuating call volumes and adapt to evolving customer needs. Additionally, the shift towards remote work due to the pandemic has accelerated the adoption of cloud solutions, enabling agents to work from anywhere while maintaining seamless customer interactions. Moreover, the advanced features offered by cloud-based contact centers, such as artificial intelligence-powered analytics and omnichannel support, are enhancing customer engagement and driving operational efficiency for businesses.

Recent Developments of Cloud-based Contact Center Market industry

  • In March 2024, Vonage announced the addition of Vonage Enhanced Noise Cancellation to the Vonage Contact Center (VCC). This noise and echo cancellation feature uses machine learning to eliminate disruptive background noises and voices, boosting agent productivity, reducing average handle time, and improving the overall customer experience. In March 2024, Five9 announced GenAI Studio, an industry-first solution that allows organizations to customize general-purpose, off-the-shelf generative AI models, such as OpenAI, for the contact center with just a few clicks. In December 2023, NICE announced the launch of the 2023 CXone Fall Release, expanding AI and automation and increasing openness across the CXone platform. CXone is the industry’s leading interaction-centric platform, enabling organizations to effectively manage all interactions—attended and unattended. As organizations look to infuse AI and automation throughout their CX operations, this release further enhances NICE’s leadership gap with unique capabilities that allow organizations to succeed and compete in the digital era.
  • In June 2023, Genesys collaborated with Lighthouse Works, which has resulted in significant career opportunities for the Blind or Visually Impaired (BI). According to Lighthouse Works, using the Genesys Cloud CX platform integrated with its proprietary API, Lighthouse Works created more than 25% of new blind jobs in the US last year. In December 2022, AWS partnered with Stability AI to build and grow its AI models for creating pictures, language, audio, video, and 3D content. Stability AI accelerated its work on open-source generative AI models by utilizing Amazon SageMaker (AWS’s end-to-end machine learning service) and AWS’s computer and storage infrastructure. Stability AI will work with Amazon to make its open-source tools and models accessible to startups, academics, and businesses worldwide.

Key Market Players

KEY PLAYERS IN THE Cloud-based Contact Center Market INCLUDE

  • NICE (Israel)
  • AWS (US)
  • Genesys (US)
  • Vonage (US)
  • Five9 (US)
  • Talkdesk (US)
  • Cisco (US)
  • Avaya (US)
  • Zoho (India)
  • 8x8 (US)
  • Verizon (US)
  • Alvaria (US)
  • Amelia (US)
  • Twilio (US)
  • CloudWave (Australia)
  • Content Guru (UK)
  • RingCentral (US)
  • 3CLogic (US)
  • Enghouse Interactive (US)
  • Vocalcom (France)
  • Evolve IP (US)
  • Sprinklr (US)
  • Mitel (Canada)
  • BT Group (UK)
  • Pypestream (US)
  • TechSee (Israel)
  • Aircall (France)
  • Sentient Machines (UK)
  • Nubitel (Singapore)
  • JustCall (US)
  • Dialer360 (UK)
  • Servetel (India)
  • NeoDove (India)
  • Rulai (US)

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Scope of the Report

Report Attribute Details
Market size available for years 2019–2029
Base year considered 2023
Forecast period 2024–2029
Forecast units USD (Billion)
Segments Covered Offering, Application, Communication Channel, Vertical, and Region
Geographies covered North America, Asia Pacific, Europe, Middle East & Africa, and Latin America
Companies covered NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), Talkdesk (US), Cisco (US), Avaya (US), Zoho (India), 8x8 (US), Verizon (US), Alvaria (US), Amelia (US), Twilio (US), CloudWave (Australia), Content Guru (UK), RingCentral (US), 3CLogic (US), Enghouse Interactive (US), Vocalcom (France), Evolve IP (US), Sprinklr (US), Mitel (Canada), BT Group (UK), Pypestream (US), TechSee (Israel), Aircall (France), Sentient Machines (UK), Nubitel (Singapore), JustCall (US), Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).

 

Key Questions Addressed by the Report

What is Cloud-based Contact Center?
A cloud contact center is hosted on an internet server from which businesses handle their inbound and outbound customer queries. With cloud contact centers communicate through multiple channels such as voice, email, social media, and chat from any location and any device.
What is the total CAGR expected to be recorded for the Cloud-based Contact Center market during the forecast period?
The market is expected to record a CAGR of 26.9% during the forecast period.
Which are the key drivers supporting the growth of the Cloud-based Contact Center market?
Some factors driving the growth of the cloud-based contact center market are increasing need for tailored and efficient engagements, growing impact of social media on contact center operations, continuous transition to cloud-based contact centers, and rising adoption of advanced contact center technologies.
Which are the key verticals prevailing in the Cloud-based Contact Center market?
The key verticals gaining a foothold in the cloud-based contact center market are BFSI, retail & consumer goods, telecom, healthcare & life sciences, media & entertainment, travel & hospitality, transportation & logistics, government & public sector, IT/ITeS, and others.
Who are the key vendors in the Cloud-based Contact Center market?
Some major players in the cloud-based contact center market include NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), Talkdesk (US), Cisco (US), Avaya (US), Zoho (India), 8x8 (US), Verizon (US), Alvaria (US), Amelia (US), Twilio (US), CloudWave (Australia), Content Guru (UK), RingCentral (US), 3CLogic (US), Enghouse Interactive (US), Vocalcom (France), Evolve IP (US), Sprinklr (US), Mitel (Canada), BT Group (UK), Pypestream (US), TechSee (Israel), Aircall (France), Sentient Machines (UK), Nubitel (Singapore), JustCall (US), Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).

 

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Table of Contents

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TITLE
PAGE NO
INTRODUCTION
34
RESEARCH METHODOLOGY
42
EXECUTIVE SUMMARY
57
PREMIUM INSIGHTS
65
MARKET OVERVIEW AND INDUSTRY TRENDS
68
  • 5.1 INTRODUCTION
  • 5.2 MARKET DYNAMICS
    DRIVERS
    - Increasing need for tailored and efficient engagements
    - Growing impact of social media on contact center operations
    - Continuous transition to cloud-based contact centers
    - Rising adoption of advanced contact center technologies
    RESTRAINTS
    - Impact of IVR fraud and cyberattacks on business operations
    - Inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony
    OPPORTUNITIES
    - Implementation of generative AI, analytics, and NLP capabilities to add value to existing cloud-based contact centers
    - Dynamic customer demand for robust self-service interactions
    - Growing demand for analyzing audio and video conversations in real-time
    CHALLENGES
    - Challenges impeding migration of contact centers to cloud-based environments
    - Implementation and integration challenges
    - Data privacy and security aspects
  • 5.3 EVOLUTION OF CLOUD-BASED CONTACT CENTER MARKET
  • 5.4 CLOUD-BASED CONTACT CENTER MARKET ARCHITECTURE
  • 5.5 SUPPLY CHAIN ANALYSIS
  • 5.6 ECOSYSTEM ANALYSIS/MARKET MAP
    PLATFORM PROVIDERS
    SOFTWARE PROVIDERS
    SERVICE PROVIDERS
    CLOUD SERVICE PROVIDERS
    END USERS
    REGULATORY BODIES
  • 5.7 CASE STUDY ANALYSIS
    CASE STUDY 1: SITA WITNESSED GROWTH IN CUSTOMER EXPERIENCE WITH GENESYS CLOUD
    CASE STUDY 2: COMPANY NURSE REVOLUTIONIZED WORKPLACE INJURY MANAGEMENT WITH GENESYS CLOUD
    CASE STUDY 3: CI FINANCIAL IMPROVED CUSTOMER SERVICE AND GAINED DATA INSIGHTS WITH AMAZON CONNECT
    CASE STUDY 4: AGILYSYS MODERNIZED CONTACT CENTER BY IMPLEMENTING FIVE9 PLATFORM
    CASE STUDY 5: IMPLEMENTATION OF CLOUDWAVE CONCIERGE FOR ENHANCED CUSTOMER EXPERIENCE IN ILLAWARRA CREDIT UNION
    CASE STUDY 6: AVAYA CONTACT CENTER ENABLED FLEXIBILITY AND AGILITY IN SOUTH CENTRAL AMBULANCE SERVICES
    CASE STUDY 7: ALVARIA CLOUD IMPROVED EFFICIENCY AND PRODUCTIVITY OF HOIST FINANCE
    CASE STUDY 8: CLEVELAND CLINIC'S IMPLEMENTATION OF 3CLOGIC'S AI-POWERED CLOUD CONTACT CENTER SOLUTION TRANSFORMED PATIENT SERVICES
    CASE STUDY 9: ARISTON USA'S SWITCH TO 8X8'S CLOUD-BASED CONTACT CENTER PLATFORM ENABLED CUSTOMER SERVICE AND OPERATIONS EFFICIENCY
    CASE STUDY 10: FORCE THERAPEUTICS USED ENGAGEMENT PLATFORM TO IMPROVE PATIENT CARE IN FORCE THERAPEUTICS
  • 5.8 TECHNOLOGY ANALYSIS
    KEY TECHNOLOGIES
    - Cloud Computing
    - NLP
    - Voice Biometrics
    - VOIP
    - Big Data & Analytics
    - Text-to-Speech (TTS)
    COMPLEMENTARY TECHNOLOGIES
    - IoT
    - AR & VR
    - Blockchain
    - Robotic Process Automation (RPA)
    ADJACENT TECHNOLOGIES
    - Edge Computing
    - 5G
  • 5.9 REGULATORY LANDSCAPE
    REGULATORY LANDSCAPE
    REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
    PERTINENT REGULATIONS
    - North America
    - Europe
    - Asia Pacific
    - Middle East & Africa
    - Latin America
  • 5.10 PATENT ANALYSIS
    METHODOLOGY
    PATENTS FILED, BY DOCUMENT TYPE
    INNOVATION AND PATENT APPLICATIONS
    - Top 10 patent applicants in cloud-based contact center market
  • 5.11 PRICING ANALYSIS
    AVERAGE SELLING PRICES OF KEY PLAYERS: TOP 3 APPLICATIONS
    INDICATIVE PRICING ANALYSIS, BY OFFERING
  • 5.12 KEY CONFERENCES AND EVENTS, 2024–2025
  • 5.13 PORTER’S FIVE FORCES ANALYSIS
    THREAT OF NEW ENTRANTS
    THREAT OF SUBSTITUTES
    BARGAINING POWER OF SUPPLIERS
    BARGAINING POWER OF BUYERS
    INTENSITY OF COMPETITIVE RIVALRY
  • 5.14 INVESTMENT LANDSCAPE AND FUNDING SCENARIO
  • 5.15 CLOUD-BASED CONTACT CENTER BUSINESS MODELS
    SUBSCRIPTION-BASED MODELS
    PAY-PER-USE MODEL
    TIERED PRICING MODEL
    PERPETUAL LICENSE MODEL
    HYBRID MODEL
    CUSTOMIZED PRICING MODEL
  • 5.16 BENEFITS OF TRANSITIONING CONTACT CENTER TO CLOUD
  • 5.17 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS’ BUSINESSES
  • 5.18 KEY STAKEHOLDERS & BUYING CRITERIA
    KEY STAKEHOLDERS IN BUYING PROCESS
    BUYING CRITERIA
CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING
116
  • 6.1 INTRODUCTION
    OFFERING: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
  • 6.2 SOFTWARE BY TYPE
    OMNICHANNEL ROUTING
    - Omnichannel routing to help calls and assign tasks to agents based on their expertise and experience
    - IVR
    - Automatic call distribution (ACD)
    - Voice call recording
    - Dialers
    WORKFORCE ENGAGEMENT MANAGEMENT
    - Workforce engagement to include faster resolution, improve agent productivity, and increase customer retention
    REPORTING & ANALYTICS
    - Reporting and analytics to identify trends, model data, and predict outcomes related to KPIs and SLAs
    CUSTOMER ENGAGEMENT MANAGEMENT
    - Customer engagement management to identify customer preferences and develop business strategies
    OTHER SOFTWARE TYPES
  • 6.3 SOFTWARE BY ENGAGEMENT TYPE
    INBOUND
    - Inbound solutions efficiently manage high call volumes while ensuring prompt and personalized assistance
    OUTBOUND
    - Outbound cloud-based contact center software enabling industries to drive revenue growth and expand market reach
    BLENDED
    - Blended contact center software to enable organizations to maintain agility and adaptability in today's fast-paced business landscape
  • 6.4 SOFTWARE BY DEPLOYMENT MODE
    PUBLIC
    - Public clouds to be attractive option for SMEs seeking cost-effective solutions
    PRIVATE
    - Private cloud deployments typically entail higher upfront costs and necessitate internal IT expertise for management and maintenance
    HYBRID
    - Hybrid cloud solutions to enable large enterprises to navigate intricacies of modern IT environments with ease
  • 6.5 SERVICES
    PROFESSIONAL SERVICES
    - Consulting & Advisory
    - Integration & deployment
    - Support & maintenance
    - Training & education
    MANAGED SERVICES
CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL
147
  • 7.1 INTRODUCTION
    COMMUNICATION CHANNEL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
  • 7.2 VOICE
    WITH FEATURES LIKE ACD AND CALL RECORDING, CLOUD-BASED PLATFORMS ENSURE EFFICIENT CALL HANDLING AND AGENT PERFORMANCE MONITORING
    PHONE
    VOIP
    VIRTUAL PHONE SYSTEM
  • 7.3 DIGITAL
    OPTIMIZING DIGITAL COMMUNICATION IN CLOUD-BASED CONTACT CENTERS FOR ENHANCED EFFICIENCY
    EMAIL
    LIVE CHAT
    SMS
    SOCIAL MEDIA
    - Instant Messaging Services
    - Video Chat
    - Web Forms
  • 7.4 SELF-SERVICE
    TRANSFORMING CUSTOMER SUPPORT BY MASTERING SELF-SERVICE IN CLOUD-BASED CONTACT CENTERS
    IVR
    CHATBOT
    VIRTUAL ASSISTANT
CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION
156
  • 8.1 INTRODUCTION
    APPLICATION: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
  • 8.2 MARKETING AUTOMATION
    DEPLOYMENT OF MARKETING AUTOMATION FOR ELEVATION OF CUSTOMER ENGAGEMENT
  • 8.3 SOCIAL MEDIA MANAGEMENT
    MAXIMIZATION OF SOCIAL MEDIA MANAGEMENT EFFICIENCY IN CLOUD-BASED CONTACT CENTER MARKET
  • 8.4 HELPDESK MANAGEMENT
    EMPOWERING BUSINESSES BY DELIVERING SUPERIOR CUSTOMER SERVICE THROUGH HELPDESK OPTIMIZATION
  • 8.5 BUSINESS INTELLIGENCE
    INTEGRATION OF BUSINESS INTELLIGENCE TOOLS ESSENTIAL FOR DELIVERING SEAMLESS EXPERIENCES ACROSS COMMUNICATION CHANNELS
  • 8.6 COLLABORATION AND PRODUCTIVITY
    CLOUD TECHNOLOGY TO FACILITATE COLLABORATION AMONG AGENTS, FOSTERING TEAMWORK AND KNOWLEDGE SHARING
  • 8.7 CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
    CRM INTEGRATED CLOUD-BASED CONTACT SERVICES TO STREAMLINE OPERATIONS AND IMPROVE EFFICIENCY AND PRODUCTIVITY
  • 8.8 OTHER APPLICATIONS
CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL
166
  • 9.1 INTRODUCTION
    VERTICAL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
  • 9.2 BFSI
    CLOUD-BASED CONTACT CENTER SOLUTIONS TO ENHANCE OPERATIONAL EFFICIENCY AND SECURITY IN FINANCIAL INSTITUTIONS
    BFSI USE CASES
    - Loan and Mortgage Application Processing
    - Investment Advisory Services
    - Insurance Claims Processing
    - Fraud Detection and Prevention
    - Others
  • 9.3 RETAIL & CONSUMER GOODS
    NEED FOR FASTER DECISION-MAKING, CUSTOMER-CENTRIC MARKET STRATEGIES, AND BUSINESS OPERATIONS TO DRIVE MARKET
    RETAIL & CONSUMER GOODS USE CASES
    - Order Management and Tracking
    - Return and Exchanges Processing
    - Product Inquiries and Recommendations
    - E-commerce Customer Support
    - Others
  • 9.4 TELECOM
    NEED FOR COMPREHENSIVE ANALYTICS AND REPORTING TOOLS TO BOOST DEMAND FOR CLOUD-BASED CONTACT CENTER SOFTWARE
    TELECOM USE CASES
    - Service Activation and Troubleshooting
    - Technical Support Services
    - Billing Inquiries and Payments
    - Plan Upgrades and Changes
    - Others
  • 9.5 TRAVEL AND HOSPITALITY
    CLOUD-BASED CONTACT CENTER SOLUTIONS TO TRANSFORM TRAVEL AND HOSPITALITY CUSTOMER SERVICE
    TRAVEL AND HOSPITALITY USE CASES
    - Reservation and Booking Assistance
    - Travel Itinerary Changes
    - Flight or Hotel Status Updates
    - Loyalty Program Inquiries and Claims Processing
    - Others
  • 9.6 HEALTHCARE & LIFE SCIENCES
    NEED TO MANAGE APPOINTMENT SCHEDULING, ENSURE PATIENT ADHERENCE TO TREATMENT PLANS, AND STREAMLINE APPOINTMENT PROCESSES TO DRIVE MARKET
    HEALTHCARE AND LIFE SCIENCES USE CASES
    - Appointment Scheduling and Reminders
    - Telemedicine and Remote Patient Monitoring
    - Patient Inquiries and Support
    - Health Insurance Inquiries and Claims Processing
    - Others
  • 9.7 TRANSPORTATION AND LOGISTICS
    REVOLUTIONIZING TRANSPORTATION AND LOGISTICS BY LEVERAGING CLOUD-BASED SOLUTIONS FOR ENHANCED COMMUNICATION AND OPERATIONS TO DRIVE GROWTH
    TRANSPORTATION AND LOGISTICS USE CASES
    - Delivery Scheduling and Rerouting
    - Freight Rate Quotes and Booking
    - Shipment Tracking and Status Updates
    - Custom Clearance Assistance
    - Others
  • 9.8 IT AND ITES
    CLOUD-BASED CONTACT CENTERS TO MAXIMIZE CUSTOMER ENGAGEMENT AND OPERATIONAL EFFICIENCY IN IT, ITES, AND BPO SECTORS
    IT AND ITES USE CASE
    - Software Licensing Inquiries and Renewals
    - Developer Support and API Documentation
    - IT Infrastructure Monitoring and Management
    - Cloud Service Provisioning and Support
    - Others
  • 9.9 GOVERNMENT AND PUBLIC SECTOR
    NEED FOR EFFECTIVE COMMUNICATION, PROGRESS TRACKING, AND TIMELY ISSUE RESOLUTION TO DRIVE MARKET
    GOVERNMENT AND PUBLIC SECTOR USE CASES
    - Citizen Inquiries and Support Services
    - Emergency Response and Disaster Management Support
    - Benefit Environment and Eligibility Verification
    - Permit and License Application Processing
    - Others
  • 9.10 MEDIA AND ENTERTAINMENT
    CLOUD-BASED SOLUTIONS ENHANCE CUSTOMER INTERACTIONS, ENABLING MEDIA AND ENTERTAINMENT COMPANIES TO SCALE GLOBALLY
    MEDIA AND ENTERTAINMENT USE CASES
    - Audience Engagement and Support
    - Content Distribution and Subscription Management
    - Event Management and Ticketing
    - Content Moderation and Community Management
    - Others
  • 9.11 OTHER VERTICALS
CLOUD-BASED CONTACT CENTER MARKET, BY REGION
192
  • 10.1 INTRODUCTION
  • 10.2 NORTH AMERICA
    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    NORTH AMERICA: IMPACT OF RECESSION
    US
    - High readiness for cloud adoption to enable companies in US to spend more on AI, ML, and NLP-enabled cloud contact center solutions
    CANADA
    - Canadian organizations to prioritize delivering exceptional customer experiences to gain competitive edge
  • 10.3 EUROPE
    EUROPE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    EUROPE: IMPACT OF RECESSION
    UK
    - UK Government to take digital transformation initiatives to support growing demand from citizens
    GERMANY
    - German government to support technology adoption at grassroots level by constantly providing practical guidance to companies
    FRANCE
    - French businesses increasingly prioritizing customer experience as key differentiator
    ITALY
    - Businesses integrating multiple channels, including voice, email, chat, and social media, to provide customers with omnichannel experiences
    SPAIN
    - As Spanish businesses continue to prioritize customer satisfaction and loyalty, demand for cloud-based contact center solutions to remain strong
    REST OF EUROPE
  • 10.4 ASIA PACIFIC
    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    ASIA PACIFIC: IMPACT OF RECESSION
    INDIA
    - Demand for advanced cloud-based contact center solutions expected to further accelerate in India
    JAPAN
    - Japanese cloud-based contact center market characterized by strong focus on operational efficiency, workforce optimization, and regulatory compliance
    CHINA
    - China's cloud-based contact center market characterized by rapid innovation and adoption of advanced technologies
    ASEAN COUNTRIES
    - Companies operating in ASEAN countries encouraging organizations to invest in cloud-based contact center solutions to enhance their competitive edge
    SOUTH KOREA
    - Adoption of cloud-based contact centers to enhance operations and customer interactions of businesses in South Korea
    AUSTRALIA & NEW ZEALAND (ANZ)
    - Customer experience, strong service-oriented sectors, and high level of technology adoption to drive market
    REST OF ASIA PACIFIC
  • 10.5 MIDDLE EAST & AFRICA
    MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    MIDDLE EAST & AFRICA: IMPACT OF RECESSION
    SAUDI ARABIA
    - Initiatives such as Vision 2030 and National Transformation Program to drive market
    UAE
    - Technology-related advancements expected to increase adoption of contact center solutions across industries in UAE
    SOUTH AFRICA
    - Integration of AI and automation technologies to shape cloud-based contact center market in South Africa
    QATAR
    - Growing emphasis on data security and compliance in Qatar to drive adoption of cloud-based contact center solutions
    EGYPT
    - Egypt to prioritize customer experience and operational efficiency, driving cloud-based contact center solution market growth
    REST OF MIDDLE EAST & AFRICA
  • 10.6 LATIN AMERICA
    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    LATIN AMERICA: IMPACT OF RECESSION
    BRAZIL
    - Shift toward cloud-based contact center solutions for flexibility and cost-effectiveness to accelerate market
    MEXICO
    - Government initiatives to attract foreign investment, digital advancement, and technical expertise to drive market
    ARGENTINA
    - Argentina's expanding outsourcing industry to drive adoption of cloud-based contact centers
    REST OF LATIN AMERICA
COMPETITIVE LANDSCAPE
247
  • 11.1 OVERVIEW
  • 11.2 KEY PLAYER STRATEGIES/RIGHT TO WIN
  • 11.3 REVENUE ANALYSIS
  • 11.4 MARKET SHARE ANALYSIS
    MARKET RANKING ANALYSIS
  • 11.5 BRAND COMPARATIVE ANALYSIS
  • 11.6 COMPANY VALUATION AND FINANCIAL METRICS OF KEY VENDORS
  • 11.7 COMPANY EVALUATION MATRIX: KEY PLAYERS, 2023
    STARS
    EMERGING LEADERS
    PERVASIVE PLAYERS
    PARTICIPANTS
    COMPANY FOOTPRINT: KEY PLAYERS, 2023
    - Company footprint
    - Region footprint
    - Application footprint
    - Vertical footprint
    - Offering footprint
  • 11.8 COMPANY EVALUATION MATRIX: STARTUPS/SMES, 2023
    PROGRESSIVE COMPANIES
    RESPONSIVE COMPANIES
    DYNAMIC COMPANIES
    STARTING BLOCKS
    COMPETITIVE BENCHMARKING: STARTUPS/SMES, 2023
    - Detailed list of key startups/SMEs
    - Competitive benchmarking of key startups/SMEs
  • 11.9 COMPETITIVE SCENARIO AND TRENDS
    PRODUCT LAUNCHES & ENHANCEMENTS
    DEALS
COMPANY PROFILES
268
  • 12.1 INTRODUCTION
  • 12.2 KEY PLAYERS
    NICE
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    - MnM view
    AWS
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    - MnM view
    GENESYS
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    - MnM view
    VONAGE
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    - MnM view
    FIVE9
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    - MnM view
    TALKDESK
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    CISCO
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    AVAYA
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    ZOHO
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    8X8
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    VERIZON
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    ALVARIA
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    AMELIA
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    TWILIO
    RINGCENTRAL
    ENGHOUSE INTERACTIVE
    SPRINKLR
    MITEL
    BT GROUP
  • 12.3 OTHER PLAYERS
    CLOUDWAVE
    CONTENT GURU
    3CLOGIC
    VOCALCOM
    EVOLVE IP
    PYPESTREAM
    TECHSEE
    AIRCALL
    SENTIENT MACHINES
    NUBITEL
    JUSTCALL
    DAILER360
    SERVETEL
    NEODOVE
    RULAI
ADJACENT AND RELATED MARKETS
337
  • 13.1 INTRODUCTION
  • 13.2 CONVERSATIONAL AI MARKET - GLOBAL FORECAST TO 2030
    MARKET DEFINITION
    MARKET OVERVIEW
    CONVERSATIONAL AI MARKET, BY OFFERING
    CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION
    CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE
    CONVERSATIONAL AI MARKET, BY INTEGRATION MODE
    CONVERSATIONAL AI MARKET, BY VERTICAL
    CONVERSATIONAL AI MARKET, BY REGION
  • 13.3 CONTACT CENTER SOFTWARE MARKET - GLOBAL FORECAST TO 2028
    MARKET DEFINITION
    MARKET OVERVIEW
    CONTACT CENTER SOFTWARE MARKET, BY COMPONENT
    CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE
    CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE
    CONTACT CENTER SOFTWARE MARKET, BY VERTICAL
    CONTACT CENTER SOFTWARE MARKET, BY REGION
APPENDIX
349
  • 14.1 DISCUSSION GUIDE
  • 14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
  • 14.3 CUSTOMIZATION OPTIONS
  • 14.4 RELATED REPORTS
  • 14.5 AUTHOR DETAILS
LIST OF TABLES
 
  • TABLE 1 CLOUD-BASED CONTACT CENTER MARKET: DETAILED SEGMENTATION
  • TABLE 2 USD EXCHANGE RATES, 2019–2023
  • TABLE 3 PRIMARY INTERVIEWS
  • TABLE 4 FACTOR ANALYSIS
  • TABLE 5 IMPACT OF RECESSION ON GLOBAL CLOUD-BASED CONTACT CENTER MARKET
  • TABLE 6 GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE, 2019–2023 (USD MILLION, Y-O-Y %)
  • TABLE 7 GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE, 2024–2029 (USD MILLION, Y-O-Y %)
  • TABLE 8 CLOUD-BASED CONTACT CENTER MARKET: ECOSYSTEM
  • TABLE 9 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
  • TABLE 10 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
  • TABLE 11 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
  • TABLE 12 MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
  • TABLE 13 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
  • TABLE 14 PATENTS FILED, 2013–2023
  • TABLE 15 TOP 20 PATENT OWNERS IN CLOUD-BASED CONTACT CENTER MARKET, 2013–2023
  • TABLE 16 LIST OF PATENTS GRANTED IN CLOUD-BASED CONTACT CENTER MARKET, 2022–2023
  • TABLE 17 AVERAGE SELLING PRICES OF KEY PLAYERS FOR TOP 3 APPLICATIONS (USD)
  • TABLE 18 INDICATIVE PRICING LEVELS OF CLOUD-BASED CONTACT CENTER SOFTWARE, BY OFFERING
  • TABLE 19 CLOUD-BASED CONTACT CENTER MARKET: DETAILED LIST OF CONFERENCES AND EVENTS, 2024–2025
  • TABLE 20 PORTER’S FIVE FORCES’ IMPACT ON CLOUD-BASED CONTACT CENTER MARKET
  • TABLE 21 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE APPLICATIONS
  • TABLE 22 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS
  • TABLE 23 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 24 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 25 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
  • TABLE 26 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
  • TABLE 27 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 28 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 29 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 30 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 31 REPORTING & ANALYTICS: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 32 REPORTING & ANALYTICS: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 33 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 34 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 35 OTHER SOFTWARE TYPES: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 36 OTHER SOFTWARE TYPES: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 37 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
  • TABLE 38 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
  • TABLE 39 INBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 40 INBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 41 OUTBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 42 OUTBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 43 BLENDED: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 44 BLENDED: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 45 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
  • TABLE 46 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
  • TABLE 47 PUBLIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 48 PUBLIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 49 PRIVATE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 50 PRIVATE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 51 HYBRID: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 52 HYBRID: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 53 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION)
  • TABLE 54 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION)
  • TABLE 55 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 56 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 57 CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
  • TABLE 58 CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
  • TABLE 59 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 60 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 61 CONSULTING & ADVISORY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 62 CONSULTING & ADVISORY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 63 INTEGRATION & DEPLOYMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 64 INTEGRATION & DEPLOYMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 65 SUPPORT & MAINTENANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 66 SUPPORT & MAINTENANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 67 TRAINING & EDUCATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 68 TRAINING & EDUCATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 69 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 70 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 71 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
  • TABLE 72 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
  • TABLE 73 VOICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 74 VOICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 75 DIGITAL: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 76 DIGITAL: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 77 SELF-SERVICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 78 SELF-SERVICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 79 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
  • TABLE 80 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
  • TABLE 81 MARKETING AUTOMATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 82 MARKETING AUTOMATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 83 SOCIAL MEDIA MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 84 SOCIAL MEDIA MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 85 HELPDESK MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 86 HELPDESK MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 87 BUSINESS INTELLIGENCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 88 BUSINESS INTELLIGENCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 89 COLLABORATION & PRODUCTIVITY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 90 COLLABORATION & PRODUCTIVITY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 91 CRM: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 92 CRM: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 93 OTHER APPLICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 94 OTHER APPLICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 95 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
  • TABLE 96 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
  • TABLE 97 CLOUD-BASED CONTACT CENTER MARKET IN BFSI, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 98 CLOUD-BASED CONTACT CENTER MARKET IN BFSI, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 99 CLOUD-BASED CONTACT CENTER MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 100 CLOUD-BASED CONTACT CENTER MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 101 CLOUD-BASED CONTACT CENTER MARKET IN TELECOM, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 102 CLOUD-BASED CONTACT CENTER MARKET IN TELECOM, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 103 CLOUD-BASED CONTACT CENTER MARKET IN TRAVEL & HOSPITALITY, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 104 CLOUD-BASED CONTACT CENTER MARKET IN TRAVEL & HOSPITALITY, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 105 CLOUD-BASED CONTACT CENTER MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 106 CLOUD-BASED CONTACT CENTER MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 107 CLOUD-BASED CONTACT CENTER MARKET IN TRANSPORTATION & LOGISTICS, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 108 CLOUD-BASED CONTACT CENTER MARKET IN TRANSPORTATION & LOGISTICS, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 109 CLOUD-BASED CONTACT CENTER MARKET IN IT & ITES, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 110 CLOUD-BASED CONTACT CENTER MARKET IN IT & ITES, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 111 CLOUD-BASED CONTACT CENTER MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 112 CLOUD-BASED CONTACT CENTER MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 113 CLOUD-BASED CONTACT CENTER MARKET IN MEDIA & ENTERTAINMENT, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 114 CLOUD-BASED CONTACT CENTER MARKET IN MEDIA & ENTERTAINMENT, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 115 CLOUD-BASED CONTACT CENTER MARKET IN OTHER VERTICALS, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 116 CLOUD-BASED CONTACT CENTER MARKET IN OTHER VERTICALS, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 117 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 118 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 119 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 120 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 121 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
  • TABLE 122 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
  • TABLE 123 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
  • TABLE 124 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
  • TABLE 125 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
  • TABLE 126 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
  • TABLE 127 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION)
  • TABLE 128 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION)
  • TABLE 129 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
  • TABLE 130 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
  • TABLE 131 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
  • TABLE 132 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
  • TABLE 133 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
  • TABLE 134 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
  • TABLE 135 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
  • TABLE 136 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
  • TABLE 137 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2019–2023 (USD MILLION)
  • TABLE 138 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024–2029 (USD MILLION)
  • TABLE 139 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 140 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 141 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
  • TABLE 142 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
  • TABLE 143 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
  • TABLE 144 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
  • TABLE 145 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
  • TABLE 146 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
  • TABLE 147 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION)
  • TABLE 148 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION)
  • TABLE 149 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
  • TABLE 150 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
  • TABLE 151 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
  • TABLE 152 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
  • TABLE 153 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
  • TABLE 154 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
  • TABLE 155 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
  • TABLE 156 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
  • TABLE 157 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2019–2023 (USD MILLION)
  • TABLE 158 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024–2029 (USD MILLION)
  • TABLE 159 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 160 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 161 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
  • TABLE 162 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
  • TABLE 163 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
  • TABLE 164 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
  • TABLE 165 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
  • TABLE 166 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
  • TABLE 167 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION)
  • TABLE 168 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION)
  • TABLE 169 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
  • TABLE 170 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
  • TABLE 171 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
  • TABLE 172 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
  • TABLE 173 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
  • TABLE 174 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
  • TABLE 175 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
  • TABLE 176 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
  • TABLE 177 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY/REGION, 2019–2023 (USD MILLION)
  • TABLE 178 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY/REGION, 2024–2029 (USD MILLION)
  • TABLE 179 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 180 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 181 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
  • TABLE 182 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
  • TABLE 183 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
  • TABLE 184 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
  • TABLE 185 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
  • TABLE 186 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
  • TABLE 187 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION)
  • TABLE 188 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION)
  • TABLE 189 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
  • TABLE 190 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
  • TABLE 191 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
  • TABLE 192 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
  • TABLE 193 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
  • TABLE 194 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
  • TABLE 195 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
  • TABLE 196 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
  • TABLE 197 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2019–2023 (USD MILLION)
  • TABLE 198 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024–2029 (USD MILLION)
  • TABLE 199 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 200 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 201 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
  • TABLE 202 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
  • TABLE 203 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
  • TABLE 204 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
  • TABLE 205 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
  • TABLE 206 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
  • TABLE 207 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION)
  • TABLE 208 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION)
  • TABLE 209 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
  • TABLE 210 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
  • TABLE 211 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
  • TABLE 212 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
  • TABLE 213 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
  • TABLE 214 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
  • TABLE 215 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
  • TABLE 216 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
  • TABLE 217 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2019–2023 (USD MILLION)
  • TABLE 218 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024–2029 (USD MILLION)
  • TABLE 219 OVERVIEW OF STRATEGIES ADOPTED BY KEY CLOUD-BASED CONTACT CENTER VENDORS
  • TABLE 220 CLOUD-BASED CONTACT CENTER MARKET: DEGREE OF COMPETITION
  • TABLE 221 REGION FOOTPRINT (24 COMPANIES)
  • TABLE 222 APPLICATION FOOTPRINT (24 COMPANIES)
  • TABLE 223 VERTICAL FOOTPRINT (24 COMPANIES)
  • TABLE 224 OFFERING FOOTPRINT (24 COMPANIES)
  • TABLE 225 CLOUD-BASED CONTACT CENTER MARKET: DETAILED LIST OF KEY STARTUPS/SMES
  • TABLE 226 CLOUD-BASED CONTACT CENTER MARKET: COMPETITIVE BENCHMARKING OF STARTUPS/SMES
  • TABLE 227 CLOUD-BASED CONTACT CENTER MARKET: PRODUCT LAUNCHES & ENHANCEMENTS, JANUARY 2021–MARCH 2024
  • TABLE 228 CLOUD-BASED CONTACT CENTER MARKET: DEALS, JANUARY 2021–MARCH 2024
  • TABLE 229 NICE: COMPANY OVERVIEW
  • TABLE 230 NICE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 231 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
  • TABLE 232 NICE: DEALS
  • TABLE 233 AWS: COMPANY OVERVIEW
  • TABLE 234 AWS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 235 AWS: PRODUCT LAUNCHES AND ENHANCEMENTS
  • TABLE 236 AWS: DEALS
  • TABLE 237 GENESYS: COMPANY OVERVIEW
  • TABLE 238 GENESYS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 239 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
  • TABLE 240 GENESYS: DEALS
  • TABLE 241 GENESYS: OTHERS
  • TABLE 242 VONAGE: COMPANY OVERVIEW
  • TABLE 243 VONAGE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 244 VONAGE: PRODUCT LAUNCHES AND ENHANCEMENTS
  • TABLE 245 VONAGE: DEALS
  • TABLE 246 FIVE9: COMPANY OVERVIEW
  • TABLE 247 FIVE9: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 248 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
  • TABLE 249 FIVE9: DEALS
  • TABLE 250 TALKDESK: COMPANY OVERVIEW
  • TABLE 251 TALKDESK: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 252 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
  • TABLE 253 TALKDESK: DEALS
  • TABLE 254 CISCO: COMPANY OVERVIEW
  • TABLE 255 CISCO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 256 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS
  • TABLE 257 AVAYA: COMPANY OVERVIEW
  • TABLE 258 AVAYA: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 259 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
  • TABLE 260 AVAYA: DEALS
  • TABLE 261 ZOHO: COMPANY OVERVIEW
  • TABLE 262 ZOHO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 263 ZOHO: PRODUCT LAUNCHES AND ENHANCEMENTS
  • TABLE 264 ZOHO: DEALS
  • TABLE 265 8X8: COMPANY OVERVIEW
  • TABLE 266 8X8: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 267 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS
  • TABLE 268 8X8: DEALS
  • TABLE 269 VERIZON: COMPANY OVERVIEW
  • TABLE 270 VERIZON: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 271 VERIZON: PRODUCT LAUNCHES AND ENHANCEMENTS
  • TABLE 272 ALVARIA: COMPANY OVERVIEW
  • TABLE 273 ALVARIA: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 274 ALVARIA: DEALS
  • TABLE 275 AMELIA: COMPANY OVERVIEW
  • TABLE 276 AMELIA: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 277 AMELIA: DEALS
  • TABLE 278 CONVERSATIONAL AI MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 279 CONVERSATIONAL AI MARKET, BY OFFERING, 2024–2030 (USD MILLION)
  • TABLE 280 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION, 2019–2023 (USD MILLION)
  • TABLE 281 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION, 2024–2030 (USD MILLION)
  • TABLE 282 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE, 2019–2023 (USD MILLION)
  • TABLE 283 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE, 2024–2030 (USD MILLION)
  • TABLE 284 CONVERSATIONAL AI MARKET, BY INTEGRATION MODE, 2019–2023 (USD MILLION)
  • TABLE 285 CONVERSATIONAL AI MARKET, BY INTEGRATION MODE, 2024–2030 (USD MILLION)
  • TABLE 286 CONVERSATIONAL AI MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
  • TABLE 287 CONVERSATIONAL AI MARKET, BY VERTICAL, 2024–2030 (USD MILLION)
  • TABLE 288 CONVERSATIONAL AI MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 289 CONVERSATIONAL AI MARKET, BY REGION, 2024–2030 (USD MILLION)
  • TABLE 290 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION)
  • TABLE 291 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023–2028 (USD MILLION)
  • TABLE 292 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017–2022 (USD MILLION)
  • TABLE 293 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023–2028 (USD MILLION)
  • TABLE 294 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
  • TABLE 295 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
  • TABLE 296 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017–2022 (USD MILLION)
  • TABLE 297 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
  • TABLE 298 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017–2022 (USD MILLION)
  • TABLE 299 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023–2028 (USD MILLION)
LIST OF FIGURES
 
  • FIGURE 1 CLOUD-BASED CONTACT CENTER MARKET SEGMENTATION
  • FIGURE 2 REGIONAL SEGMENTATION
  • FIGURE 3 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN
  • FIGURE 4 DATA TRIANGULATION
  • FIGURE 5 CLOUD-BASED CONTACT CENTER MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
  • FIGURE 6 APPROACH 1, BOTTOM-UP (SUPPLY-SIDE): REVENUE FROM SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
  • FIGURE 7 APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
  • FIGURE 8 APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
  • FIGURE 9 APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CLOUD-BASED CONTACT CENTER THROUGH OVERALL DIGITAL SOLUTIONS SPENDING
  • FIGURE 10 SOFTWARE SEGMENT TO DOMINATE MARKET IN 2024
  • FIGURE 11 OMNICHANNEL ROUTING TO HOLD LARGEST MARKET SHARE IN 2024
  • FIGURE 12 INBOUND ENGAGEMENT TYPE TO DOMINATE MARKET IN 2024
  • FIGURE 13 PUBLIC CLOUD SEGMENT TO HOLD LARGEST MARKET SHARE IN 2024
  • FIGURE 14 PROFESSIONAL SERVICES SEGMENT TO DOMINATE CLOUD-BASED CONTACT CENTER MARKET IN 2024
  • FIGURE 15 INTEGRATION & DEPLOYMENT SERVICES TO HOLD LARGEST MARKET SHARE IN 2024
  • FIGURE 16 VOICE COMMUNICATION CHANNEL TO DOMINATE MARKET IN 2024
  • FIGURE 17 MARKETING AUTOMATION SEGMENT TO HOLD LARGEST SHARE IN 2024
  • FIGURE 18 HEALTHCARE AND LIFE SCIENCES SEGMENT TO GROW AT HIGHEST CAGR AND BFSI TO HOLD LARGEST MARKET SIZE DURING FORECAST PERIOD
  • FIGURE 19 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 20 GROWING IMPACT OF SOCIAL MEDIA ON CONTACT CENTER OPERATIONS TO DRIVE MARKET GROWTH
  • FIGURE 21 HELPDESK MANAGEMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 22 SOFTWARE SEGMENT AND PROFESSIONAL SERVICES SEGMENT TO HOLD LARGEST MARKET SHARES IN NORTH AMERICA IN 2024
  • FIGURE 23 NORTH AMERICA TO HOLD LARGEST MARKET SHARE IN 2024
  • FIGURE 24 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
  • FIGURE 25 CLOUD-BASED CONTACT CENTER MARKET: EVOLUTION
  • FIGURE 26 CLOUD-BASED CONTACT CENTER MARKET: ARCHITECTURE
  • FIGURE 27 CLOUD-BASED CONTACT CENTER MARKET: SUPPLY CHAIN ANALYSIS
  • FIGURE 28 KEY PLAYERS IN CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM
  • FIGURE 29 TOTAL NUMBER OF PATENTS GRANTED, 2013–2023
  • FIGURE 30 TOP 10 APPLICANTS IN CLOUD-BASED CONTACT CENTER MARKET, 2013–2023
  • FIGURE 31 REGIONAL ANALYSIS OF PATENTS GRANTED, 2013–2023
  • FIGURE 32 AVERAGE SELLING PRICES OF KEY PLAYERS: TOP 3 APPLICATIONS
  • FIGURE 33 PORTER’S FIVE FORCES ANALYSIS: CLOUD-BASED CONTACT CENTER MARKET
  • FIGURE 34 CLOUD-BASED CONTACT CENTER MARKET: INVESTMENT LANDSCAPE AND FUNDING SCENARIO (USD MILLION AND NUMBER OF FUNDING ROUNDS)
  • FIGURE 35 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS’ BUSINESSES
  • FIGURE 36 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE APPLICATIONS
  • FIGURE 37 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS
  • FIGURE 38 SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
  • FIGURE 39 REPORTING & ANALYTICS SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 40 BLENDED SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 41 PRIVATE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 42 MANAGED SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
  • FIGURE 43 SUPPORT & MAINTENANCE SERVICES TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 44 SELF-SERVICE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 45 HELPDESK MANAGEMENT SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 46 HEALTHCARE & LIFE SCIENCES SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 47 INDIA TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 48 ASIA PACIFIC TO WITNESS HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 49 NORTH AMERICA: MARKET SNAPSHOT
  • FIGURE 50 ASIA PACIFIC: MARKET SNAPSHOT
  • FIGURE 51 BUSINESS SEGMENT REVENUE ANALYSIS OF KEY PLAYERS FROM 2019 TO 2023 (USD MILLION)
  • FIGURE 52 SHARE OF LEADING COMPANIES IN CLOUD-BASED CONTACT CENTER MARKET, 2023
  • FIGURE 53 BRAND COMPARATIVE ANALYSIS
  • FIGURE 54 COMPANY VALUATION AND FINANCIAL METRICS OF KEY VENDORS
  • FIGURE 55 YEAR-TO-DATE (YTD) PRICE TOTAL RETURN AND 5-YEAR STOCK BETA OF KEY VENDORS
  • FIGURE 56 CLOUD-BASED CONTACT CENTER MARKET: COMPANY EVALUATION MATRIX (KEY PLAYERS), 2023
  • FIGURE 57 COMPANY FOOTPRINT (24 COMPANIES)
  • FIGURE 58 CLOUD-BASED CONTACT CENTER MARKET: COMPANY EVALUATION MATRIX (STARTUPS/SMES), 2023
  • FIGURE 59 NICE: COMPANY SNAPSHOT
  • FIGURE 60 AWS: COMPANY SNAPSHOT
  • FIGURE 61 FIVE9: COMPANY SNAPSHOT
  • FIGURE 62 CISCO: COMPANY SNAPSHOT
  • FIGURE 63 8X8: COMPANY SNAPSHOT
  • FIGURE 64 VERIZON: COMPANY SNAPSHOT

The cloud-based contact center market research study involved extensive secondary sources, directories, journals, and paid databases. Primary sources were mainly industry experts from the core and related industries, preferred cloud-based contact center providers, third-party service providers, consulting service providers, end users, and other commercial enterprises. In-depth interviews with primary respondents, including key industry participants and subject matter experts, were conducted to obtain and verify critical qualitative and quantitative information and assess the market’s prospects.

Secondary Research

In the secondary research process, various sources were referred to identify and collect information for this study. Secondary sources included annual reports, press releases, investor presentations of companies, white papers, journals, and certified publications, and articles from recognized authors, directories, and databases. The data was also collected from other secondary sources, such as journals, government websites, blogs, and vendor websites. Additionally, cloud-based contact center spending from various countries was extracted from the respective sources. Secondary research was mainly used to obtain key information related to the industry’s value chain and supply chain to identify key players based on solutions, services, market classification, and segmentation according to offerings of major players, industry trends related to software, services, communication channel, application, verticals, and regions, and key developments from both market- and technology-oriented perspectives.

Primary Research

In the primary research process, various supply and demand sources were interviewed to obtain qualitative and quantitative information on the market. The primary sources from the supply side included various industry experts, including Chief Experience Officers (CXOs); Vice Presidents (VPs); directors from business development, marketing, and cloud-based contact center expertise; related key executives from cloud-based contact center solution vendors, SIs, professional service providers, and industry associations; and key opinion leaders.

Primary interviews were conducted to gather insights, such as market statistics, revenue data from software and services, market breakups, market size estimations, market forecasts, and data triangulation. Primary research also helped understand various trends related to technologies, applications, deployments, and regions. Stakeholders from the demand side, such as Chief Information Officers (CIOs), Chief Technology Officers (CTOs), Chief Strategy Officers (CSOs), and end users using cloud-based contact center solutions, were interviewed to understand the buyer’s perspective on suppliers, products, service providers, and their current usage of cloud-based contact center software and services, which would impact the overall cloud-based contact center market.

Cloud-based Contact Center Market Market Size, and Share

To know about the assumptions considered for the study, download the pdf brochure

Market Size Estimation

Multiple approaches were adopted for estimating and forecasting the cloud-based contact center market. The first approach involves estimating the market size by summating companies’ revenue generated through the sale of solutions and services.

Market Size Estimation Methodology-Top-down approach

The top-down approach prepared an exhaustive list of all the vendors offering solutions and services in the cloud-based contact center market. The revenue contribution of the market vendors was estimated through annual reports, press releases, funding, investor presentations, paid databases, and primary interviews. Each vendor’s offerings were evaluated based on the breadth of software and services according to communication channel, application, vertical, and deployment models. The aggregate of all the companies’ revenue was extrapolated to reach the overall market size. Each subsegment was studied and analyzed for its global market size and regional penetration. The markets were triangulated through both primary and secondary research. The primary procedure included extensive interviews for key insights from industry leaders, such as CIOs, CEOs, VPs, directors, and marketing executives. The market numbers were further triangulated with the existing MarketsandMarkets’ repository for validation.

Market Size Estimation Methodology-Bottom-up approach

In the bottom-up approach, the adoption rate of cloud-based contact center solutions and services among different end users in key countries with respect to their regions contributing the most to the market share was identified. For cross-validation, the adoption of cloud-based contact center solutions and services among industries, along with different use cases with respect to their regions, was identified and extrapolated. Weightage was given to use cases identified in different regions for the market size calculation.

Based on the market numbers, the regional split was determined by primary and secondary sources. The procedure included the analysis of the cloud-based contact center market’s regional penetration. Based on secondary research, the regional spending on Information and Communications Technology (ICT), socio-economic analysis of each country, strategic vendor analysis of major cloud-based contact center providers, and organic and inorganic business development activities of regional and global players were estimated. With the data triangulation procedure and data validation through primary interviews, the exact values of the overall cloud-based contact center market size and segments’ size were determined and confirmed using the study.

Global Cloud-based contact center Market Size: Bottom-Up and Top-Down Approach:

Cloud-based Contact Center Market Market Bottom Up and Top Down Approach

To know about the assumptions considered for the study, Request for Free Sample Report

Data Triangulation

Based on the market numbers, the regional split was determined by primary and secondary sources. The procedure included the analysis of the cloud-based contact center market’s regional penetration. Based on secondary research, the regional spending on Information and Communications Technology (ICT), socio-economic analysis of each country, strategic vendor analysis of major cloud-based contact center providers, and organic and inorganic business development activities of regional and global players were estimated. With the data triangulation procedure and data validation through primaries, the exact values of the overall cloud-based contact center market size and segments’ size were determined and confirmed using the study.

Market Definition

A cloud-based contact center is an internet-based facility that handles all inbound and outbound customer communications for a company. It's a software solution that offers a comprehensive suite of tools and applications that allows users to deliver outstanding levels of customer service across multiple channels, including voice, SMS, email, and social media. Unlike business VoIP, cloud-based contact centers streamline customer communication across multiple channels, including phone, email, text, social media, and more. It offers advanced features one won’t find in an on-premise phone system.

Stakeholders

  • Application design and software developers
  • Business owners/executives
  • Business analysts
  • Contact center managers
  • Cloud service providers
  • Consulting service providers
  • Data scientists
  • Quality assurance analysts
  • Distributors and Value-added Resellers (VARs)
  • Government agencies
  • Independent Software Vendors (ISVs)
  • Market research and consulting firms
  • Support and maintenance service providers
  • System Integrators (SIs)/Migration service providers
  • Technology providers

Report Objectives

  • To define, describe, and predict the cloud-based contact center market by offering (software (type, engagement type, deployment mode) and services), communication channel, application, vertical, and region
  • To provide detailed information related to major factors (drivers, restraints, opportunities, and industry-specific challenges) influencing the market growth
  • To analyze the micro markets with respect to individual growth trends, prospects, and their contribution to the total market
  • To analyze the opportunities in the market for stakeholders by identifying the high-growth segments of the cloud-based contact center market
  • To analyze the opportunities in the market and provide details of the competitive landscape for stakeholders and market leaders
  • To forecast the market size of segments for five main regions: North America, Europe, Asia Pacific, Middle East & Africa, and Latin America
  • To profile key players and comprehensively analyze their market rankings and core competencies.
  • To analyze the competitive developments, such as partnerships, product launches, and mergers & acquisitions, in the cloud-based contact center market
  • To analyze the impact of recession across all regions in the cloud-based contact center market

Available Customizations

With the given market data, MarketsandMarkets offers customizations as per your company’s specific needs. The following customization options are available for the report:

Product Analysis

  • Product quadrant, which gives a detailed comparison of the product portfolio of each company.

Geographic Analysis

  • Further breakup of the North American cloud-based contact center market
  • Further breakup of the European market
  • Further breakup of the Asia Pacific market
  • Further breakup of the Middle Eastern & African market
  • Further breakup of the Latin America cloud-based contact center market

Company Information

  • Detailed analysis and profiling of additional market players (up to five)

Previous Versions of this Report

Cloud-Based Contact Center Market by Component (Solutions and Services), Deployment Mode (Public and Private Cloud), Organization Size, Industry (BFSI, Telecommunications, and Retail and Consumer Goods) and Region - Global Forecast to 2027

Report Code TC 2662
Published in Jun, 2022, By MarketsandMarkets™

Cloud-based Contact Center Market by Component (Solutions and Services), Deployment Model (Public Cloud and Private Cloud), Organization Size, Industry (BFSI, Telecommunications, and Retail and Consumer Goods), and Region - Global Forecast to 2025

Report Code TC 2662
Published in Oct, 2020, By MarketsandMarkets™

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

Report Code TC 2662
Published in Mar, 2018, By MarketsandMarkets™

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

Report Code TC 2662
Published in Nov, 2016, By MarketsandMarkets™

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

Report Code TC 2662
Published in Nov, 2015, By MarketsandMarkets™

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) – Worldwide Forecasts and Analysis (2014 – 2019)

Report Code TC 2662
Published in Aug, 2014, By MarketsandMarkets™
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