Overview

Cloud Based Contact Center Market Introduction

Cloud based contact center market is expected to value over US $ 23 billion by 2027 end and observe a CAGR of 23.2% during the forecast period of 2020 to 2027.

Cloud based contact centers have developed as a vital step for businesses to adopt a systematic method that improves channels support, reporting and analytics performance, and engagement to positively assist a consumer base where consumer preferences keep evolving. The challenge for businesses rests in determining a suitable cloud contact center solution to attain these goals.

Cloud based infrastructure makes contact centers notably scalable and by adopting these solutions, businesses can save a colossal amount of operating costs, while tracking revenue leakage.

Key Market Players are
8x8 Inc. (US), Cisco Systems (US), Genesys (US), Oracle (US) , Five9 (US), NewVoiceMedia (UK), Connect First (US), Aspect Software (US), NICE Ltd. (Israel) and 3CLogic (US)

Cloud Based Contact Center

Market Segmentation

By Solution

Automatic Call Distribution (ACD)
Dialers
Agent Performance Optimization (APO)
Computer Telephony Integration (CTI)
(IVR)Interactive Voice Response
Security
Reporting and Analytics
Others

By Services

Professional Services
Managed Services

By Application

Call Routing and Queuing
Workforce Optimization
Chat Quality and Monitoring
Data Integration and Recording
Real-Time Decision Making

By Deployment Type:

Private Cloud
Public Cloud
Hybrid Cloud

By Organization Size:

Small and Medium Enterprises
Large

By Vertical:

IT and Telecommunication
Manufacturing
Banking, Financial Services, and Insurance
Healthcare and Life Sciences
Consumer Goods and Retail
Government and Public Sector
Media and Entertainment
Others

By Region:

Europe
North America
APAC
Latin America
Rest of World

Competitive Landscape:

Tier 1 players- established companies in the market with a major market share
Tier 2 players
Emerging players which are growing rapidly
New Entrants

FutureWise Takeaways

Growth prospects
SWOT analysis
Key trends
Key data points affecting market growth

Objectives of the Study:

To provide with an exhaustive analysis on cloud based contact center market on the basis of the solution, service, application, deployment type, organization size, vertical, and region
To cater comprehensive information on factors impacting market growth (drivers, restraints, opportunities, and industry-specific restraints)
To evaluate and forecast micro-markets and the overall market
To predict the market size, in key regions (along with countries)—North America, Europe, Asia Pacific, Latin America, and the Middle East.
To record evaluate and competitive landscape mapping- product launches, technological advancements, mergers and expansions
Profiling of companies to evaluate their market shares, strategies, financials and core competencies