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2020-2025 Global Cloud-Based Contact Center Market Report - Production and Consumption Professional Analysis (Impact of COVID-19)

Publisher Name :
Date: 06-Apr-2021
No. of pages: 102

A cloud contact center is central point in an enterprise, hosted on an Internet server, from which all inbound and outbound customer communications are handled. Cloud contact centers make interactions through voice, email, social media and the web accessible from virtually anywhere.

This report elaborates the market size, market characteristics, and market growth of the Cloud-Based Contact Center industry, and breaks down according to the type, application, and consumption area of Cloud-Based Contact Center. The report also conducted a PESTEL analysis of the industry to study the main influencing factors and entry barriers of the industry.

In Chapter 3.4 of the report, the impact of the COVID-19 outbreak on the industry was fully assessed. Fully risk assessment and industry recommendations were made for Cloud-Based Contact Center in a special period. This chapter also compares the markets of Pre COVID-19 and Post COVID-19.

In addition, chapters 8-12 consider the impact of COVID-19 on the regional economy.

Key players in the global Cloud-Based Contact Center market covered in Chapter 13:

Aspect Software Parent Inc.

NICE Systems ltd.

NEWVOICEMEDIA

8X8, Inc.

Genesys Telecommunications Laboratories, Inc.

Cisco Systems, Inc.

3CLogic

Connect First Inc.

Oracle Corporation

FIVE9 Inc.

In Chapter 6, on the basis of types, the Cloud-Based Contact Center market from 2015 to 2025 is primarily split into:

Automatic Call Distribution (ACD)

Agent Performance Optimization (APO)

Dialers

Interactive Voice Response (IVR)

Others

In Chapter 7, on the basis of applications, the Cloud-Based Contact Center market from 2015 to 2025 covers:

BFSI

Consumer Goods and Retail

Government and Public Sector

Healthcare and Life Sciences

Others

Geographically, the detailed analysis of production, trade of the following countries is covered in Chapter 4.2, 5:

United States

Europe

China

Japan

India

Geographically, the detailed analysis of consumption, revenue, market share and growth rate of the following regions are covered in Chapter 8, 9, 10, 11, 12:

North America (Covered in Chapter 8)

United States

Canada

Mexico

Europe (Covered in Chapter 9)

Germany

UK

France

Italy

Spain

Others

Asia-Pacific (Covered in Chapter 10)

China

Japan

India

South Korea

Southeast Asia

Others

Middle East and Africa (Covered in Chapter 11)

Saudi Arabia

UAE

South Africa

Others

South America (Covered in Chapter 12)

Brazil

Others

Years considered for this report:

Historical Years: 2015-2019

Base Year: 2019

Estimated Year: 2020

Forecast Period: 2020-2025

2020-2025 Global Cloud-Based Contact Center Market Report - Production and Consumption Professional Analysis (Impact of COVID-19)

Table of Content

1 Cloud-Based Contact Center Market - Research Scope
1.1 Study Goals
1.2 Market Definition and Scope
1.3 Key Market Segments
1.4 Study and Forecasting Years

2 Cloud-Based Contact Center Market - Research Methodology
2.1 Methodology
2.2 Research Data Source
2.2.1 Secondary Data
2.2.2 Primary Data
2.2.3 Market Size Estimation
2.2.4 Legal Disclaimer

3 Cloud-Based Contact Center Market Forces
3.1 Global Cloud-Based Contact Center Market Size
3.2 Top Impacting Factors (PESTEL Analysis)
3.2.1 Political Factors
3.2.2 Economic Factors
3.2.3 Social Factors
3.2.4 Technological Factors
3.2.5 Environmental Factors
3.2.6 Legal Factors
3.3 Industry Trend Analysis
3.4 Industry Trends Under COVID-19
3.4.1 Risk Assessment on COVID-19
3.4.2 Assessment of the Overall Impact of COVID-19 on the Industry
3.4.3 Pre COVID-19 and Post COVID-19 Market Scenario
3.5 Industry Risk Assessment

4 Cloud-Based Contact Center Market - By Geography
4.1 Global Cloud-Based Contact Center Market Value and Market Share by Regions
4.1.1 Global Cloud-Based Contact Center Value ($) by Region (2015-2020)
4.1.2 Global Cloud-Based Contact Center Value Market Share by Regions (2015-2020)
4.2 Global Cloud-Based Contact Center Market Production and Market Share by Major Countries
4.2.1 Global Cloud-Based Contact Center Production by Major Countries (2015-2020)
4.2.2 Global Cloud-Based Contact Center Production Market Share by Major Countries (2015-2020)
4.3 Global Cloud-Based Contact Center Market Consumption and Market Share by Regions
4.3.1 Global Cloud-Based Contact Center Consumption by Regions (2015-2020)
4.3.2 Global Cloud-Based Contact Center Consumption Market Share by Regions (2015-2020)

5 Cloud-Based Contact Center Market - By Trade Statistics
5.1 Global Cloud-Based Contact Center Export and Import
5.2 United States Cloud-Based Contact Center Export and Import (2015-2020)
5.3 Europe Cloud-Based Contact Center Export and Import (2015-2020)
5.4 China Cloud-Based Contact Center Export and Import (2015-2020)
5.5 Japan Cloud-Based Contact Center Export and Import (2015-2020)
5.6 India Cloud-Based Contact Center Export and Import (2015-2020)
5.7 ...

6 Cloud-Based Contact Center Market - By Type
6.1 Global Cloud-Based Contact Center Production and Market Share by Types (2015-2020)
6.1.1 Global Cloud-Based Contact Center Production by Types (2015-2020)
6.1.2 Global Cloud-Based Contact Center Production Market Share by Types (2015-2020)
6.2 Global Cloud-Based Contact Center Value and Market Share by Types (2015-2020)
6.2.1 Global Cloud-Based Contact Center Value by Types (2015-2020)
6.2.2 Global Cloud-Based Contact Center Value Market Share by Types (2015-2020)
6.3 Global Cloud-Based Contact Center Production, Price and Growth Rate of Automatic Call Distribution (ACD) (2015-2020)
6.4 Global Cloud-Based Contact Center Production, Price and Growth Rate of Agent Performance Optimization (APO) (2015-2020)
6.5 Global Cloud-Based Contact Center Production, Price and Growth Rate of Dialers (2015-2020)
6.6 Global Cloud-Based Contact Center Production, Price and Growth Rate of Interactive Voice Response (IVR) (2015-2020)
6.7 Global Cloud-Based Contact Center Production, Price and Growth Rate of Others (2015-2020)

7 Cloud-Based Contact Center Market - By Application
7.1 Global Cloud-Based Contact Center Consumption and Market Share by Applications (2015-2020)
7.1.1 Global Cloud-Based Contact Center Consumption by Applications (2015-2020)
7.1.2 Global Cloud-Based Contact Center Consumption Market Share by Applications (2015-2020)
7.2 Global Cloud-Based Contact Center Consumption and Growth Rate of BFSI (2015-2020)
7.3 Global Cloud-Based Contact Center Consumption and Growth Rate of Consumer Goods and Retail (2015-2020)
7.4 Global Cloud-Based Contact Center Consumption and Growth Rate of Government and Public Sector (2015-2020)
7.5 Global Cloud-Based Contact Center Consumption and Growth Rate of Healthcare and Life Sciences (2015-2020)
7.6 Global Cloud-Based Contact Center Consumption and Growth Rate of Others (2015-2020)

8 North America Cloud-Based Contact Center Market
8.1 North America Cloud-Based Contact Center Market Size
8.2 United States Cloud-Based Contact Center Market Size
8.3 Canada Cloud-Based Contact Center Market Size
8.4 Mexico Cloud-Based Contact Center Market Size
8.5 The Influence of COVID-19 on North America Market

9 Europe Cloud-Based Contact Center Market Analysis
9.1 Europe Cloud-Based Contact Center Market Size
9.2 Germany Cloud-Based Contact Center Market Size
9.3 United Kingdom Cloud-Based Contact Center Market Size
9.4 France Cloud-Based Contact Center Market Size
9.5 Italy Cloud-Based Contact Center Market Size
9.6 Spain Cloud-Based Contact Center Market Size
9.7 The Influence of COVID-19 on Europe Market

10 Asia-Pacific Cloud-Based Contact Center Market Analysis
10.1 Asia-Pacific Cloud-Based Contact Center Market Size
10.2 China Cloud-Based Contact Center Market Size
10.3 Japan Cloud-Based Contact Center Market Size
10.4 South Korea Cloud-Based Contact Center Market Size
10.5 Southeast Asia Cloud-Based Contact Center Market Size
10.6 India Cloud-Based Contact Center Market Size
10.7 The Influence of COVID-19 on Asia Pacific Market

11 Middle East and Africa Cloud-Based Contact Center Market Analysis
11.1 Middle East and Africa Cloud-Based Contact Center Market Size
11.2 Saudi Arabia Cloud-Based Contact Center Market Size
11.3 UAE Cloud-Based Contact Center Market Size
11.4 South Africa Cloud-Based Contact Center Market Size
11.5 The Influence of COVID-19 on Middle East and Africa Market

12 South America Cloud-Based Contact Center Market Analysis
12.1 South America Cloud-Based Contact Center Market Size
12.2 Brazil Cloud-Based Contact Center Market Size
12.3 The Influence of COVID-19 on South America Market

13 Company Profiles
13.1 Aspect Software Parent Inc.
13.1.1 Aspect Software Parent Inc. Basic Information
13.1.2 Aspect Software Parent Inc. Product Profiles, Application and Specification
13.1.3 Aspect Software Parent Inc. Cloud-Based Contact Center Market Performance (2015-2020)
13.2 NICE Systems ltd.
13.2.1 NICE Systems ltd. Basic Information
13.2.2 NICE Systems ltd. Product Profiles, Application and Specification
13.2.3 NICE Systems ltd. Cloud-Based Contact Center Market Performance (2015-2020)
13.3 NEWVOICEMEDIA
13.3.1 NEWVOICEMEDIA Basic Information
13.3.2 NEWVOICEMEDIA Product Profiles, Application and Specification
13.3.3 NEWVOICEMEDIA Cloud-Based Contact Center Market Performance (2015-2020)
13.4 8X8, Inc.
13.4.1 8X8, Inc. Basic Information
13.4.2 8X8, Inc. Product Profiles, Application and Specification
13.4.3 8X8, Inc. Cloud-Based Contact Center Market Performance (2015-2020)
13.5 Genesys Telecommunications Laboratories, Inc.
13.5.1 Genesys Telecommunications Laboratories, Inc. Basic Information
13.5.2 Genesys Telecommunications Laboratories, Inc. Product Profiles, Application and Specification
13.5.3 Genesys Telecommunications Laboratories, Inc. Cloud-Based Contact Center Market Performance (2015-2020)
13.6 Cisco Systems, Inc.
13.6.1 Cisco Systems, Inc. Basic Information
13.6.2 Cisco Systems, Inc. Product Profiles, Application and Specification
13.6.3 Cisco Systems, Inc. Cloud-Based Contact Center Market Performance (2015-2020)
13.7 3CLogic
13.7.1 3CLogic Basic Information
13.7.2 3CLogic Product Profiles, Application and Specification
13.7.3 3CLogic Cloud-Based Contact Center Market Performance (2015-2020)
13.8 Connect First Inc.
13.8.1 Connect First Inc. Basic Information
13.8.2 Connect First Inc. Product Profiles, Application and Specification
13.8.3 Connect First Inc. Cloud-Based Contact Center Market Performance (2015-2020)
13.9 Oracle Corporation
13.9.1 Oracle Corporation Basic Information
13.9.2 Oracle Corporation Product Profiles, Application and Specification
13.9.3 Oracle Corporation Cloud-Based Contact Center Market Performance (2015-2020)
13.10 FIVE9 Inc.
13.10.1 FIVE9 Inc. Basic Information
13.10.2 FIVE9 Inc. Product Profiles, Application and Specification
13.10.3 FIVE9 Inc. Cloud-Based Contact Center Market Performance (2015-2020)

14 Market Forecast - By Regions
14.1 North America Cloud-Based Contact Center Market Forecast (2020-2025)
14.2 Europe Cloud-Based Contact Center Market Forecast (2020-2025)
14.3 Asia-Pacific Cloud-Based Contact Center Market Forecast (2020-2025)
14.4 Middle East and Africa Cloud-Based Contact Center Market Forecast (2020-2025)
14.5 South America Cloud-Based Contact Center Market Forecast (2020-2025)

15 Market Forecast - By Type and Applications
15.1 Global Cloud-Based Contact Center Market Forecast by Types (2020-2025)
15.1.1 Global Cloud-Based Contact Center Market Forecast Production and Market Share by Types (2020-2025)
15.1.2 Global Cloud-Based Contact Center Market Forecast Value and Market Share by Types (2020-2025)
15.2 Global Cloud-Based Contact Center Market Forecast by Applications (2020-2025)

List of Tables and Figures

Figure Cloud-Based Contact Center Picture
Table Cloud-Based Contact Center Key Market Segments
Figure Study and Forecasting Years
Figure Global Cloud-Based Contact Center Market Size and Growth Rate 2015-2025
Figure Industry PESTEL Analysis
Figure Global COVID-19 Status
Figure Market Size Forecast Comparison of Pre COVID-19 and Post COVID-19
Figure Global Cloud-Based Contact Center Value ($) and Growth Rate (2015-2020)
Table Global Cloud-Based Contact Center Value ($) by Countries (2015-2020)
Table Global Cloud-Based Contact Center Value Market Share by Regions (2015-2020)
Figure Global Cloud-Based Contact Center Value Market Share by Regions in 2019
Figure Global Cloud-Based Contact Center Production and Growth Rate (2015-2020)
Table Global Cloud-Based Contact Center Production by Major Countries (2015-2020)
Table Global Cloud-Based Contact Center Production Market Share by Major Countries (2015-2020)
Figure Global Cloud-Based Contact Center Production Market Share by Regions in 2019
Figure Global Cloud-Based Contact Center Consumption and Growth Rate (2015-2020)
Table Global Cloud-Based Contact Center Consumption by Regions (2015-2020)
Table Global Cloud-Based Contact Center Consumption Market Share by Regions (2015-2020)
Figure Global Cloud-Based Contact Center Consumption Market Share by Regions in 2019
Table Global Cloud-Based Contact Center Export Top 3 Country 2019
Table Global Cloud-Based Contact Center Import Top 3 Country 2019
Table United States Cloud-Based Contact Center Export and Import (2015-2020)
Table Europe Cloud-Based Contact Center Export and Import (2015-2020)
Table China Cloud-Based Contact Center Export and Import (2015-2020)
Table Japan Cloud-Based Contact Center Export and Import (2015-2020)
Table India Cloud-Based Contact Center Export and Import (2015-2020)
Table Global Cloud-Based Contact Center Production by Types (2015-2020)
Table Global Cloud-Based Contact Center Production Market Share by Types (2015-2020)
Figure Global Cloud-Based Contact Center Production Share by Type (2015-2020)
Table Global Cloud-Based Contact Center Value by Types (2015-2020)
Table Global Cloud-Based Contact Center Value Market Share by Types (2015-2020)
Figure Global Cloud-Based Contact Center Value Share by Type (2015-2020)
Figure Global Automatic Call Distribution (ACD) Production and Growth Rate (2015-2020)
Figure Global Automatic Call Distribution (ACD) Price (2015-2020)
Figure Global Agent Performance Optimization (APO) Production and Growth Rate (2015-2020)
Figure Global Agent Performance Optimization (APO) Price (2015-2020)
Figure Global Dialers Production and Growth Rate (2015-2020)
Figure Global Dialers Price (2015-2020)
Figure Global Interactive Voice Response (IVR) Production and Growth Rate (2015-2020)
Figure Global Interactive Voice Response (IVR) Price (2015-2020)
Figure Global Others Production and Growth Rate (2015-2020)
Figure Global Others Price (2015-2020)
Table Global Cloud-Based Contact Center Consumption by Applications (2015-2020)
Table Global Cloud-Based Contact Center Consumption Market Share by Applications (2015-2020)
Figure Global Cloud-Based Contact Center Consumption Share by Application (2015-2020)
Figure Global BFSI Consumption and Growth Rate (2015-2020)
Figure Global Consumer Goods and Retail Consumption and Growth Rate (2015-2020)
Figure Global Government and Public Sector Consumption and Growth Rate (2015-2020)
Figure Global Healthcare and Life Sciences Consumption and Growth Rate (2015-2020)
Figure Global Others Consumption and Growth Rate (2015-2020)
Figure North America Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Table North America Cloud-Based Contact Center Consumption by Countries (2015-2020)
Table North America Cloud-Based Contact Center Consumption Market Share by Countries (2015-2020)
Figure North America Cloud-Based Contact Center Consumption Market Share by Countries (2015-2020)
Figure United States Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure Canada Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure Mexico Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure North America COVID-19 Status
Figure Europe Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Table Europe Cloud-Based Contact Center Consumption by Countries (2015-2020)
Table Europe Cloud-Based Contact Center Consumption Market Share by Countries (2015-2020)
Figure Europe Cloud-Based Contact Center Consumption Market Share by Countries (2015-2020)
Figure Germany Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure United Kingdom Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure France Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure Italy Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure Spain Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure Europe COVID-19 Status
Figure Asia-Pacific Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Table Asia-Pacific Cloud-Based Contact Center Consumption by Countries (2015-2020)
Table Asia-Pacific Cloud-Based Contact Center Consumption Market Share by Countries (2015-2020)
Figure Asia-Pacific Cloud-Based Contact Center Consumption Market Share by Countries (2015-2020)
Figure China Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure Japan Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure South Korea Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure Southeast Asia Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure India Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure Asia Pacific COVID-19 Status
Figure Middle East and Africa Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Table Middle East and Africa Cloud-Based Contact Center Consumption by Countries (2015-2020)
Table Middle East and Africa Cloud-Based Contact Center Consumption Market Share by Countries (2015-2020)
Figure Middle East and Africa Cloud-Based Contact Center Consumption Market Share by Countries (2015-2020)
Figure Saudi Arabia Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure UAE Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure South Africa Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Figure South America Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Table South America Cloud-Based Contact Center Consumption by Countries (2015-2020)
Table South America Cloud-Based Contact Center Consumption Market Share by Countries (2015-2020)
Figure South America Cloud-Based Contact Center Consumption Market Share by Countries (2015-2020)
Figure Brazil Cloud-Based Contact Center Market Consumption and Growth Rate (2015-2020)
Table Aspect Software Parent Inc. Company Profile
Table Aspect Software Parent Inc. Production, Value, Price, Gross Margin 2015-2020
Figure Aspect Software Parent Inc. Production and Growth Rate
Figure Aspect Software Parent Inc. Value ($) Market Share 2015-2020
Table NICE Systems ltd. Company Profile
Table NICE Systems ltd. Production, Value, Price, Gross Margin 2015-2020
Figure NICE Systems ltd. Production and Growth Rate
Figure NICE Systems ltd. Value ($) Market Share 2015-2020
Table NEWVOICEMEDIA Company Profile
Table NEWVOICEMEDIA Production, Value, Price, Gross Margin 2015-2020
Figure NEWVOICEMEDIA Production and Growth Rate
Figure NEWVOICEMEDIA Value ($) Market Share 2015-2020
Table 8X8, Inc. Company Profile
Table 8X8, Inc. Production, Value, Price, Gross Margin 2015-2020
Figure 8X8, Inc. Production and Growth Rate
Figure 8X8, Inc. Value ($) Market Share 2015-2020
Table Genesys Telecommunications Laboratories, Inc. Company Profile
Table Genesys Telecommunications Laboratories, Inc. Production, Value, Price, Gross Margin 2015-2020
Figure Genesys Telecommunications Laboratories, Inc. Production and Growth Rate
Figure Genesys Telecommunications Laboratories, Inc. Value ($) Market Share 2015-2020
Table Cisco Systems, Inc. Company Profile
Table Cisco Systems, Inc. Production, Value, Price, Gross Margin 2015-2020
Figure Cisco Systems, Inc. Production and Growth Rate
Figure Cisco Systems, Inc. Value ($) Market Share 2015-2020
Table 3CLogic Company Profile
Table 3CLogic Production, Value, Price, Gross Margin 2015-2020
Figure 3CLogic Production and Growth Rate
Figure 3CLogic Value ($) Market Share 2015-2020
Table Connect First Inc. Company Profile
Table Connect First Inc. Production, Value, Price, Gross Margin 2015-2020
Figure Connect First Inc. Production and Growth Rate
Figure Connect First Inc. Value ($) Market Share 2015-2020
Table Oracle Corporation Company Profile
Table Oracle Corporation Production, Value, Price, Gross Margin 2015-2020
Figure Oracle Corporation Production and Growth Rate
Figure Oracle Corporation Value ($) Market Share 2015-2020
Table FIVE9 Inc. Company Profile
Table FIVE9 Inc. Production, Value, Price, Gross Margin 2015-2020
Figure FIVE9 Inc. Production and Growth Rate
Figure FIVE9 Inc. Value ($) Market Share 2015-2020
Figure North America Market Consumption and Growth Rate Forecast (2020-2025)
Figure Europe Market Consumption and Growth Rate Forecast (2020-2025)
Figure Asia-Pacific Market Consumption and Growth Rate Forecast (2020-2025)
Figure Middle East and Africa Market Consumption and Growth Rate Forecast (2020-2025)
Figure South America Market Consumption and Growth Rate Forecast (2020-2025)
Table Global Cloud-Based Contact Center Market Forecast Production by Types (2020-2025)
Table Global Cloud-Based Contact Center Market Forecast Production Share by Types (2020-2025)
Table Global Cloud-Based Contact Center Market Forecast Value ($) by Types (2020-2025)
Table Global Cloud-Based Contact Center Market Forecast Value Share by Types (2020-2025)
Table Global Cloud-Based Contact Center Market Forecast Consumption by Applications (2020-2025)
Table Global Cloud-Based Contact Center Market Forecast Consumption Share by Applications (2020-2025)
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