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New York, United States, Sept. 07, 2022 (GLOBE NEWSWIRE) — Cloud Contact Centers have become necessary for companies to adopt systematic approaches to enhance performance, channel support and engagement, reporting, and analytics with a continuously changing customer base where customer preferences often change. To achieve these objectives, small businesses need to identify the best cloud contact center solution and partner. These solutions streamline the process of providing modernized, up-to-date services to customers and customize them to meet their preferences and requirements to provide the benefits of minimal capital investment, 24/7 technical support, reliability, security, and scalability.
The innovative nature of cloud-based contact centers is driven by customer demands, joint ventures, the application trends in the vertical industry, such as business and enterprise, and the need to create new capabilities for the present market. The decrease in the cost is a key driver of the cloud contact center’s development. Moreover, reduced and simplified maintenance processes make it possible for business value to be quickly implemented, for distributer management to be easier, for business to be flexible and for saving money.
As they are increasingly embedded in industrial processes, solutions are expected to see increasing demand. Cloud contact center services are both considered by most offline and online retailers to be revenue sources and a key focus area. This atmosphere makes it possible for many businesses to enter the area. Google has announced Contact Center AI for 2019 that it is committed to helping retailers scale up phone support without compromising customer experience.
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Report Scope
| Report Metric | Details |
| Market Size | USD 82.43 Billion by 2030 |
| CAGR | 21.3% (2020-2030) |
| Historical Data | 2019-2020 |
| Base Year | 2021 |
| Forecast Period | 2022-2030 |
| Forecast Units | Value (USD Billion) |
| Report Coverage | Revenue Forecast, Competitive Landscape, Growth Factors, and Trends |
| Segments Covered | Component, Deployment Model, Organization size, Industries, Regions |
| Geographies Covered | North America, Europe, Asia-Pacific, LAME and Rest of the World |
| Key Companies Profiled/Vendors | Aspect Software, Inc., BT GROUP PLC, Cisco Systems, Inc., Connect First, Inc., Evolve IP LLC, Five9, Inc., Genesys, Liveops, Inc., Mitel Networks Corporation, NewVoiceMedia Limited, NICE Ltd., Oracle Corporation |
| Key Market Opportunities | Better Customer Experience to Enhance the Adoption of Cloud based Data Center |
| Key Market Drivers | Increasing Adoption of SMAC Technologies |
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Key Highlights
- The global cloud based contact center market size was valued at USD 14.5 billion in 2021 and is projected to reach USD 82.43 billion by 2030 at a CAGR of 21.3% from 2022 to 2030.
- North America is expected to hold the highest market share in Cloud based Contact Center Market.
- Solution Segment is expected to be the leading segment in Cloud based Contact Center Market during the forecast period.
Key players in the global cloud-based contact center market include
- Aspect Software, Inc
- BT GROUP PLC
- Cisco Systems, Inc
- Connect First, Inc
- Evolve IP LLC
- Five9, Inc
- Genesys
- Liveops, Inc
- Mitel Networks Corporation
- NewVoiceMedia Limited
- NICE Ltd
- Oracle Corporation
- Ozonetel Communications Pvt Ltd.
- West Corporationamong others.
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Global Cloud Based Contact Center Market Segmentation
By Component
By Deployment Model
- Public Cloud
- Private Cloud
- Hybrid Cloud
By Organization size
- Small and Medium-sized Enterprises (SMEs)
- Large Enterprises
By Industries
- BFSI
- Telecommunications
- IT and ITeS
- Government and Public Sector
- Healthcare and Life Sciences
- Others
Regions Covered
- North America
- Europe
- Asia-Pacific
- Central and South America and the Caribbean
- The Middle East and Africa
TABLE OF CONTENT
1 Introduction
1.1 Market Definition
1.2 Market Scope
2 Research Methodology
2.1 Primary Research
2.2 Research Methodology
2.3 Assumptions & Exclusions
2.4 Secondary Data Sources
3 Market Overview
3.1 Report Segmentation & Scope
3.2 Value Chain Analysis: Cloud Based Contact Center Market
3.3 Key Market Trends
3.3.1 Drivers
3.3.2 Restraints
3.3.3 Opportunities
3.4 Porter’s Five Forces Analysis
3.4.1 Bargaining Power of Suppliers
3.4.2 Bargaining Power of Buyers
3.4.3 Threat of Substitution
3.4.4 Threat of New Entrants
3.4.5 Competitive Rivalry
3.5 Market Share Analysis
4 Type Overview
4.1 Introduction
4.1.1 Market Size & Forecast, 2020-2030, (USD Million)
4.2 Automatic Call Distribution
4.2.1 Market Size & Forecast, 2020-2030, (USD Million)
4.3 Agent Performance Optimization
4.3.1 Market Size & Forecast, 2020-2030, (USD Million)
4.4 Dialers
4.4.1 Market Size & Forecast, 2020-2030, (USD Million)
5 End User Industry Overview
5.1 Introduction
5.1.1 Market Size & Forecast, 2020-2030, (USD Million)
5.2 BFSI
5.2.1 Market Size & Forecast, 2020-2030, (USD Million)
5.3 IT and Telecom
5.3.1 Market Size & Forecast, 2020-2030, (USD Million)
5.4 Media and Entertainment
5.4.1 Market Size & Forecast, 2020-2030, (USD Million)
5.5 Retail and Consumer
5.5.1 Market Size & Forecast, 2020-2030, (USD Million)
5.3 Logistics and Transport
5.3.1 Market Size & Forecast, 2020-2030, (USD Million)
5.4 Healthcare
5.4.1 Market Size & Forecast, 2020-2030, (USD Million)
5.5 Others
5.5.1 Market Size & Forecast, 2020-2030, (USD Million)
6 Regional Analysis
6.1 Introduction
6.1.1 Market Size & Forecast, 2020-2030, (USD Million)
6.2 North America
6.2.1 Market Size & Forecast, 2020-2030, (USD Million)
6.2.2 U.S.
6.2.2.1 By Type
6.2.2.2 By End User Industry
6.2.3 Canada
6.2.3.1 By Type
6.2.3.2 By End User Industry
6.2.4 Mexico
6.2.4.1 By Type
6.2.4.2 By End User Industry
6.3 Europe
6.3.1 Market Size & Forecast, 2020-2030, (USD Million)
6.3.2 Germany
6.3.2.1 By Type
6.3.2.2 By End User Industry
6.3.3 France
6.3.3.1 By Type
6.3.3.2 By End User Industry
6.3.4 U.K.
6.3.4.1 By Type
6.3.4.2 By End User Industry
6.3.5 Italy
6.3.5.1 By Type
6.3.5.2 By End User Industry
6.3.6 Spain
6.3.6.1 By Type
6.3.6.2 By End User Industry
6.3.7 Benelux
6.3.7.1 By Type
6.3.7.2 By End User Industry
6.3.8 Russia
6.3.8.1 By Type
6.3.8.2 By End User Industry
6.3.9 Rest of Europe
6.3.9.1 By Type
6.3.9.2 By End User Industry
6.4 Asia Pacific
6.4.1 Market Size & Forecast, 2020-2030, (USD Million)
6.4.2 Japan
6.4.2.1 By Type
6.4.2.2 By End User Industry
6.4.3 China
6.4.3.1 By Type
6.4.3.2 By End User Industry
6.4.4 Australia
6.4.4.1 By Type
6.4.4.2 By End User Industry
6.4.5 India
6.4.5.1 By Type
6.4.5.2 By End User Industry
6.4.6 South Korea
6.4.6.1 By Type
6.4.6.2 By End User Industry
6.4.7 Southeast Asia
6.4.7.1 By Type
6.4.7.2 By End User Industry
6.4.8 Taiwan
6.4.8.1 By Type
6.4.8.2 By End User Industry
6.4.9 Rest of Asia-Pacific
6.4.9.1 By Type
6.4.9.2 By End User Industry
6.5 MEA
6.5.1 Market Size & Forecast, 2020-2030, (USD Million)
6.5.2 Saudi Arabia
6.5.2.1 By Type
6.5.2.2 By End User Industry
6.5.3 South Africa
6.5.3.1 By Type
6.5.3.2 By End User Industry
6.5.4 UAE
6.5.4.1 By Type
6.5.4.2 By End User Industry
6.5.5 Egypt
6.5.5.1 By Type
6.5.5.2 By End User Industry
6.5.6 Rest of MEA
6.5.6.1 By Type
6.5.6.2 By End User Industry
6.6 South America
6.6.1 Market Size & Forecast, 2020-2030, (USD Million)
6.6.2 Brazil
6.6.2.1 By Type
6.6.2.2 By End User Industry
6.6.3 Argentina
6.6.3.1 By Type
6.6.3.2 By End User Industry
6.6.4 Chile
6.6.4.1 By Type
6.6.4.2 By End User Industry
6.6.5 Peru
6.6.5.1 By Type
6.6.5.2 By End User Industry
6.6.6 Rest of South America
6.6.6.1 By Type
6.6.6.2 By End User Industry
7 Company Profile
7.1 NICE
7.1.1 Company Overview
7.1.2 Financial Performance
7.1.3 Recent Developments
7.1.4 End User Industry Portfolio
7.2 Genesys
7.2.1 Company Overview
7.2.2 Financial Performance
7.2.3 Recent Developments
7.2.4 End User Industry Portfolio
7.3 Five9
7.3.1 Company Overview
7.3.2 Financial Performance
7.3.3 Recent Developments
7.3.4 End User Industry Portfolio
7.4 Vonage
7.4.1 Company Overview
7.4.2 Financial Performance
7.4.3 Recent Developments
7.4.4 End User Industry Portfolio
7.5 Talkdesk
7.5.1 Company Overview
7.5.2 Financial Performance
7.5.3 Recent Developments
7.5.4 End User Industry Portfolio
7.6 Cisco
7.6.1 Company Overview
7.6.2 Financial Performance
7.6.3 Recent Developments
7.6.4 End User Industry Portfolio
7.7 Avaya
7.7.1 Company Overview
7.7.2 Financial Performance
7.7.3 Recent Developments
7.7.4 End User Industry Portfolio
7.8 Serenova
7.8.1 Company Overview
7.8.2 Financial Performance
7.8.3 Recent Developments
7.8.4 End User Industry Portfolio
7.9 Content Guru
7.9.1 Company Overview
7.9.2 Financial Performance
7.9.3 Recent Developments
7.9.4 End User Industry Portfolio
7.10 Aspect Software
7.10.1 Company Overview
7.10.2 Financial Performance
7.10.3 Recent Developments
7.10.4 End-User Industry Portfolio
Table of Content and Figure @ https://straitsresearch.com/report/cloud-based-contact-center-market/toc
Recent Developments
- In Sep 2020, NICE inConnect, a subsidiary of NICE, has partnered with Zendesk to provide customer service support. As a result of the partnership, both companies can now use NICE in the Contact CXone home systems and the Zendesk Support Suite to help service desk and field teams keep up with increased COVID-19 interactions. Both NICE inContact CXone Home and Zendesk Remote Support Bundle are virtual agents providing business continuity, productivity, and reliability. The partnership allows sales agents to keep track of and access all customers in an easy-to-use workspace.
- In Nov 2019, Avaya has made new additions to its cloud-based customer service system. These include:
- In July 2020, in response to the COVID-19 pandemic, Genesys launched a Rapid Response to help businesses change their processes to accommodate Genesys Cloud over a short period. This provides the customer with a variety of features, including automation systems, self-service, voice and email routing, recording interaction, and collaboration tools.
-
- Avaya IX Teamspace provides media chat and messaging capabilities to customers, agents, and back-office staff.
- Avaya IX Dashboard, an open, modular dashboard that provides a snapshot of customer journey performance and associated customer experience with enhanced analytics.
- Agent Scripting-a browser-based call-flow scripting platform that provides an ambitious customer journey.
News Media
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