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 


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What you get

  • Excel Dataset

  • Infographics

  • PDF Report

  • Market Overview

  • PowerPoint Presentation

What's included

  • Consumer Perception and Procurement

  • Competitive Analysis

  • What’s Next

  • Market Data Forecast

  • Risks and Opportunity Assessment

  • Market Trends and Dynamics