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

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Date: 22-Mar-2018
No. of pages: 144
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The growth in the need for improving consumer experience has fueled the adoption of cloud-based contact center solutions across the globe

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

The call routing and queuing segment is expected to have the largest market size during the forecast period

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

The large enterprise segment is expected to have the larger market share during the forecast period

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

North America is estimated to have the largest market share in 2017, whereas Asia Pacific is projected to grow at the highest rate during the forecast period

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

In the process of determining and verifying the market size for several segments and sub segments gathered through secondary research, extensive primary interviews were conducted with the key people. The break-up of the profiles of the primary participants is given below:


  • By Company Type: Tier I:50%, Tier II: 33%, and Tier III:17%

  • By Designation: C Level:50%, D Level:17%, and Others: 33%

  • By Region: North America:33%, APAC: 17%, Europe:33%, and RoW: 17%


The key vendors profiled in the report are as follows:


  • 8x8 Inc. (US)

  • Five9 (US)

  • Cisco Systems (US)

  • Genesys (US)

  • Oracle (US)

  • New Voice Media (UK)

  • Connect First (US)

  • Aspect Software (US)

  • NICE Ltd. (Israel)

  • 3CLogic (US)


Research Coverage

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

The report is expected to help the market leaders/new entrants in the following ways:


  • The report segments the cloud-based contact center market comprehensively and provides the closest approximations of the revenue numbers for the overall market and sub segments across different industries and regions.

  • The report is expected to help stakeholders understand the pulse of the market and provide them with the information on the key market drivers, restraints, challenges, and opportunities.

  • The report is expected to help stakeholders better understand their competitors and gain more insights to enhance their position in the market. The competitive landscape section includes new product launches, partnerships, agreements and collaborations, mergers and acquisitions, and expansions related to the cloud-based contact center market.

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

Table of Contents

1 Introduction
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.4 Years Considered for the Study
1.5 Currency Considered
1.6 Stakeholders

2 Research Methodology
2.1 Research Data
2.1.1 Secondary Data
2.1.2 Primary Data
2.1.2.1 Breakdown of Primaries
2.1.2.2 Key Industry Insights
2.2 Market Size Estimation
2.3 Research Assumptions
2.4 Limitations

3 Executive Summary

4 Premium Insights
4.1 Attractive Market Opportunities in the Market
4.2 Cloud-Based Contact Center Market, Top 3 Verticals and Regions
4.3 Market Investment Scenario

5 Market Overview and Industry Trends
5.1 Introduction
5.2 Market Dynamics
5.2.1 Drivers
5.2.1.1 Pay-Per-Use Subscription Model for Charging End-Users
5.2.1.2 Faster Deployment, Better Scalability, and Improved Flexibility
5.2.1.3 Improved Business Continuity
5.2.1.4  Cloud Compliance Requirements
5.2.1.5 Improved Integration and Usability
5.2.1.6 Increasing Demand in SMEs for Cloud-Based Contact Center Services
5.2.2 Restraints
5.2.2.1 Risk of Information Loss
5.2.2.2 Lack of Awareness About Cloud-Based Contact Centers in Some Regions
5.2.2.3 On-Premises Contact Center Technology Covers A Large Portion of the Current Contact Center Market
5.2.3 Opportunities
5.2.3.1 Improved Customer Experience
5.2.3.2 Increasing Numbers of Enterprises are Harnessing the Benefits of Cloud-Based Contact Centers
5.2.3.3 Rising Interest of the Major Market Vendors
5.2.4 Challenges
5.2.4.1 Maintaining Integration Levels
5.2.4.2 Poor It Infrastructure for Cloud-Based Contact Center Adoption
5.3 Technology Trends and Standards
5.3.1 Introduction
5.3.2 Standards and Guidelines for the Market
5.3.2.1 Service Organization Control (SOC) 2
5.3.2.2 Sarbanes–Oxley Act (SOX)
5.3.2.3 Gramm–Leach–Bliley Act (GLBA)
5.3.2.4 Health Insurance Portability and Accountability Act (HIPAA)
5.3.2.5 National Institute of Standards and Technology (NIST) Cybersecurity Framework (CSF)
5.3.2.6 Cloud Security Alliance (CSA) Cloud Controls Matrix (CCM)
5.3.2.7 Payment Card Industry Data Security Standard (PCI DSS)
5.3.2.8 Federal Information Security Management Act (FISMA)
5.4 Market Value Chain Analysis
5.5 Market Ecosystem

6 Cloud-Based Contact Center Market, By Solution
6.1 Introduction
6.2 Automatic Call Distribution
6.3 Agent Performance Optimization
6.4 Dialers
6.5 Interactive Voice Response
6.6 Computer Telephony Integration
6.7 Reporting and Analytics
6.8 Security
6.9 Others

7 Cloud-Based Contact Center Market, By Service
7.1 Introduction
7.2 Professional Services
7.3 Managed Services

8 Market By Application
8.1 Introduction
8.2 Call Routing and Queuing
8.3 Data Integration and Recording
8.4 Chat Quality and Monitoring
8.5 Real-Time Decision Making
8.6 Workforce Optimization

9 Market By Deployment Model
9.1 Introduction
9.2 Public Cloud
9.3 Private Cloud
9.4 Hybrid Cloud

10 Cloud-Based Contact Center Market, By Organization Size
10.1 Introduction
10.2 Large Enterprises
10.3 Small and Medium-Sized Enterprises

11 Market By Vertical
11.1 Introduction
11.2 Banking, Financial Services, and Insurance
11.3 Consumer Goods and Retail
11.4 Government and Public Sector
11.5 Healthcare and Life Sciences
11.6 Manufacturing
11.7 Media and Entertainment
11.8 Telecommunication and Ites
11.9 Others

12 Cloud-Based Contact Center Market, By Region
12.1 Introduction
12.2 North America
12.3 Europe
12.4 Asia Pacific
12.5 Middle East and Africa
12.6 Latin America

13 Competitive Landscape
13.1 Overview
13.1.1 Market Ranking
13.1.2 New Product/Technology Launches
13.1.3 Partnerships, Agreements, and Collaborations
13.1.4 Mergers and Acquisitions

14 Company Profiles
(Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View)*
14.1 Introduction
14.2 8x8, Inc.
14.3 Five9
14.4 Cisco Systems
14.5 Genesys
14.6 Oracle
14.7 Newvoicemedia
14.8 Connect First
14.9 Aspect Software
14.10 Nice Ltd.
14.11 3clogic
*Details on Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View Might Not Be Captured in Case of Unlisted Companies.
14.12 Key Innovators
14.12.1 Bt Group
14.12.2 West Corporation
14.12.3 Liveops
14.12.4 Mitel Networks Corporation
14.12.5 Ozonetel Systems Pvt. Ltd
14.12.6 Evolve IP, LLC.

15 Appendix
15.1 Insights of Industry Experts
15.2 Discussion Guide
15.3 Knowledge Store: Marketsandmarkets’ Subscription Portal
15.4 Introducing RT: Real-Time Market Intelligence
15.5 Available Customizations
15.6 Related Reports
15.7 Author Details

List of Tables

Table 1 Global Cloud-Based Contact Center Market: Assumptions
Table 2 Market Size By Solution, 2015–2022 (USD Million)
Table 3 Automatic Cloud Distribution: Market Size By Region, 2015–2022 (USD Million)
Table 4 Agent Performance Optimization: Market Size By Region, 2015–2022 (USD Million)
Table 5 Dialers: Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 6 Interactive Voice Response: Market Size By Region, 2015–2022 (USD Million)
Table 7 Computer Telephony Integration: Market Size By Region, 2015–2022 (USD Million)
Table 8 Reporting and Analytics: Market Size By Region, 2015–2022 (USD Million)
Table 9 Security: Market Size By Region, 2015–2022 (USD Million)
Table 10 Others: Market Size By Region, 2015–2022 (USD Million)
Table 11 Cloud-Based Contact Center Market Size, By Service, 2015–2022 (USD Million)
Table 12 Professional Services: Market Size By Region, 2015–2022 (USD Million)
Table 13 Managed Services: Market Size By Region, 2015–2022 (USD Million)
Table 14 Market Size By Application, 2015–2022 (USD Million)
Table 15 Call Routing and Queuing: Market Size By Region, 2015–2022 (USD Million)
Table 16 Data Integration and Recording: Market Size By Region, 2015–2022 (USD Million)
Table 17 Chat Quality and Monitoring: Market Size By Region, 2015–2022 (USD Million)
Table 18 Real-Time Decision Making: Market Size By Region, 2015–2022 (USD Million)
Table 19 Workforce Optimization: Market Size By Region, 2015–2022 (USD Million)
Table 20 Market Size By Deployment Model, 2015–2022 (USD Million)
Table 21 Public Cloud: Market Size By Region, 2015–2022 (USD Million)
Table 22 Private Cloud: Market Size By Region, 2015–2022 (USD Million)
Table 23 Hybrid Cloud: Market Size By Region, 2015–2022 (USD Million)
Table 24 Cloud-Based Contact Center Market Size, By Organization Size, 2015–2022 (USD Million)
Table 25 Large Enterprises: Market Size By Region, 2015–2022 (USD Million)
Table 26 Small and Medium-Sized Enterprises: Market Size By Region, 2015–2022 (USD Million)
Table 27 Market Size By Vertical, 2015–2022 (USD Million)
Table 28 Banking, Financial Services, and Insurance: Market Size By Region, 2015–2022 (USD Million)
Table 29 Consumer Goods and Retail: Market Size By Region, 2015–2022 (USD Million)
Table 30 Government and Public Sector: Market Size By Region, 2015–2022 (USD Million)
Table 31 Healthcare and Life Sciences: Market Size By Region, 2015–2022 (USD Million)
Table 32 Manufacturing: Market Size By Region, 2015–2022 (USD Million)
Table 33 Media and Entertainment: Market Size By Region, 2015–2022 (USD Million)
Table 34 Telecommunication and Ites: Market Size By Region, 2015–2022 (USD Million)
Table 35 Others: Market Size By Region, 2015–2022 (USD Million)
Table 36 Cloud-Based Contact Center Market Size, By Region, 2015–2022 (USD Million)
Table 37 North America: Market Size By Solution, 2015–2022 (USD Million)
Table 38 North America: Market Size By Service, 2015–2022 (USD Million)
Table 39 North America: Market Size By Application, 2015–2022 (USD Million)
Table 40 North America: Market Size By Deployment Model 2015–2022 (USD Million)
Table 41 North America: Market Size By Organization Size, 2015–2022 (USD Million)
Table 42 North America: Market Size By Vertical, 2015–2022 (USD Million)
Table 43 Europe: Market Size By Solution, 2015–2022 (USD Million)
Table 44 Europe: Market Size By Service, 2015–2022 (USD Million)
Table 45 Europe: Market Size By Application, 2015–2022 (USD Million)
Table 46 Europe: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 47 Europe: Market Size By Organization Size, 2015–2022 (USD Million)
Table 48 Europe: Market Size By Vertical, 2015–2022 (USD Million)
Table 49 Asia Pacific: Market Size By Solution, 2015–2022 (USD Million)
Table 50 Asia Pacific: Market Size By Service, 2015–2022 (USD Million)
Table 51 Asia Pacific: Market Size By Application, 2015–2022 (USD Million)
Table 52 Asia Pacific: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 53 Asia Pacific: Market Size By Organization Size, 2015–2022 (USD Million)
Table 54 Asia Pacific: Market Size By Vertical, 2015–2022 (USD Million)
Table 55 Middle East and Africa: Market Size By Solution, 2015–2022 (USD Million)
Table 56 Middle East and Africa: Market Size By Service, 2015–2022 (USD Million)
Table 57 Middle East and Africa: Market Size By Application, 2015–2022 (USD Million)
Table 58 Middle East and Africa: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 59 Middle East and Africa: Market Size By Organization Size, 2015–2022 (USD Million)
Table 60 Middle East and Africa: Market Size By Vertical, 2015–2022 (USD Million)
Table 61 Latin America: Cloud-Based Contact Center Market Size, By Solution, 2015–2022 (USD Million)
Table 62 Latin America: Market Size By Service, 2015–2022 (USD Million)
Table 63 Latin America: Market Size By Application, 2015–2022 (USD Million)
Table 64 Latin America: Market Size By Deployment Model, 2015–2022 (USD Million)
Table 65 Latin America: Market Size By Organization Size, 2015–2022 (USD Million)
Table 66 Latin America: Market Size By Vertical, 2015–2022 (USD Million)
Table 67 Market Ranking for the Cloud-Based Contact Center Market, 2017
Table 68 New Product/Technology Launches, 2015–2017
Table 69 Partnerships, Agreements, and Collaborations, 2015–2018
Table 70 Mergers and Acquisitions, 2015–2018

List of Figures

Figure 1 Global Cloud-Based Contact Center Market Segmentation
Figure 2 Market Research Design
Figure 3 Breakdown of Primary Interviews: By Company, Designation, and Region
Figure 4 Data Triangulation
Figure 5 Market Size Estimation Methodology: Bottom-Up Approach
Figure 6 Market Size Estimation Methodology: Top-Down Approach
Figure 7 Cloud-Based Contact Center Market: Regional Snapshot
Figure 8 Market Snapshot By Solution
Figure 9 Market Snapshot By Service
Figure 10 Market Snapshot By Organization Size
Figure 11 Market Snapshot By Vertical
Figure 12 Increasing Adoption of Cloud-Based Offerings is Expected to Fuel the Growth of the Cloud-Based Contact Center Market
Figure 13 Banking, Financial Services, and Insurance Vertical, and North America are Estimated to Have the Largest Market Shares in 2017
Figure 14 Asia Pacific is Expected to Emerge as the Best Market for Investments Over the Next 5 Years
Figure 15 Market Drivers, Restraints, Opportunities, and Challenges
Figure 16 Market Value Chain Analysis
Figure 17 Cloud-Based Contact Center Market Ecosystem
Figure 18 Security Segment is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 19 Managed Services Segment is Expected to Grow at A Higher CAGR During the Forecast Period
Figure 20 Chat Quality and Monitoring Segment is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 21 Hybrid Cloud Segment is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 22 Small and Medium-Sized Enterprises Segment is Expected to Grow at A Higher CAGR During the Forecast Period
Figure 23 Consumer Goods and Retail Vertical is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 24 Asia Pacific is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 25 North America: Market Snapshot
Figure 26 Asia Pacific: Market Snapshot
Figure 27 Companies Adopted New Product/Technology Launches; and Partnerships, Agreements, and Collaborations as the Key Growth Strategies From 2015 to 2022
Figure 28 Geographic Revenue Mix of Key Market Players
Figure 29 8x8, Inc.: Company Snapshot
Figure 30 8x8, Inc.: SWOT Analysis
Figure 31 Five9: Company Snapshot
Figure 32 Five9: SWOT Analysis
Figure 33 Cisco Systems: Company Snapshot
Figure 34 Cisco Systems: SWOT Analysis
Figure 35 Genesys: SWOT Analysis
Figure 36 Oracle: Company Snapshot
Figure 37 Oracle: SWOT Analysis
Figure 38 Nice Ltd.: Company Snapshot

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