Cloud-Based Contact Center

Global Cloud-Based Contact Center Market to Reach US$41.5 Billion by the Year 2027

Amid the COVID-19 crisis, the global market for Cloud-Based Contact Center estimated at US$10.3 Billion in the year 2020, is projected to reach a revised size of US$41.5 Billion by 2027, growing at a CAGR of 22% over the period 2020-2027.Large Enterprises, one of the segments analyzed in the report, is projected to grow at a 19.9% CAGR to reach US$22.1 Billion by the end of the analysis period. After an early analysis of the business implications of the pandemic and its induced economic crisis, growth in the SMEs segment is readjusted to a revised 24.8% CAGR for the next 7-year period. This segment currently accounts for a 40% share of the global Cloud-Based Contact Center market.

The U.S. Accounts for Over 29.8% of Global Market Size in 2020, While China is Forecast to Grow at a 21.7% CAGR for the Period of 2020-2027

The Cloud-Based Contact Center market in the U.S. is estimated at US$3.1 Billion in the year 2020. The country currently accounts for a 29.85% share in the global market. China, the world second largest economy, is forecast to reach an estimated market size of US$7.3 Billion in the year 2027 trailing a CAGR of 21.7% through 2027. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 19.8% and 18.8% respectively over the 2020-2027 period. Within Europe, Germany is forecast to grow at approximately 15.5% CAGR while Rest of European market (as defined in the study) will reach US$7.3 Billion by the year 2027.We bring years of research experience to this 6th edition of our report. The 171-page report presents concise insights into how the pandemic has impacted production and the buy side for 2020 and 2021. A short-term phased recovery by key geography is also addressed.

Competitors identified in this market include, among others,

• 3CLogic
• x, Inc.
• 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 Corporation

TABLE OF CONTENTS

I. INTRODUCTION, METHODOLOGY & REPORT SCOPE

II. EXECUTIVE SUMMARY

• 1. MARKET OVERVIEW
  • Impact of Covid-19 and a Looming Global Recession
  • Global Competitor Market Shares
  • Cloud-Based Contact Center Competitor Market Share Scenario Worldwide (in %): 2018E
• 2. FOCUS ON SELECT PLAYERS
• 3. MARKET TRENDS & DRIVERS
• 4. GLOBAL MARKET PERSPECTIVE
  • TABLE 1: World Current & Future Analysis for Cloud-Based Contact Center by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2018 through 2027
  • TABLE 2: World Historic Review for Cloud-Based Contact Center by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 3: World 15-Year Perspective for Cloud-Based Contact Center by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets for Years 2012, 2018 & 2027
  • TABLE 4: World Current & Future Analysis for Large Enterprises by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2018 through 2027
  • TABLE 5: World Historic Review for Large Enterprises by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 6: World 15-Year Perspective for Large Enterprises by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2018 & 2027
  • TABLE 7: World Current & Future Analysis for SMEs by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2018 through 2027
  • TABLE 8: World Historic Review for SMEs by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 9: World 15-Year Perspective for SMEs by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2018 & 2027
  • TABLE 10: World Current & Future Analysis for Managed by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2018 through 2027
  • TABLE 11: World Historic Review for Managed by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 12: World 15-Year Perspective for Managed by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2018 & 2027
  • TABLE 13: World Current & Future Analysis for Professional by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2018 through 2027
  • TABLE 14: World Historic Review for Professional by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 15: World 15-Year Perspective for Professional by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2018 & 2027

III. MARKET ANALYSIS

• GEOGRAPHIC MARKET ANALYSIS
• UNITED STATES
  • Market Facts & Figures
  • US Cloud-Based Contact Center Market Share (in %) by Company: 2018 & 2027
  • Market Analytics
  • TABLE 16: USA Current & Future Analysis for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 17: USA Historic Review for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 18: USA 15-Year Perspective for Cloud-Based Contact Center by Organization Size - Percentage Breakdown of Value Sales for Large Enterprises and SMEs for the Years 2012, 2018 & 2027
  • TABLE 19: USA Current & Future Analysis for Cloud-Based Contact Center by Service - Managed and Professional - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 20: USA Historic Review for Cloud-Based Contact Center by Service - Managed and Professional Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 21: USA 15-Year Perspective for Cloud-Based Contact Center by Service - Percentage Breakdown of Value Sales for Managed and Professional for the Years 2012, 2018 & 2027
• CANADA
  • TABLE 22: Canada Current & Future Analysis for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 23: Canada Historic Review for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 24: Canada 15-Year Perspective for Cloud-Based Contact Center by Organization Size - Percentage Breakdown of Value Sales for Large Enterprises and SMEs for the Years 2012, 2018 & 2027
  • TABLE 25: Canada Current & Future Analysis for Cloud-Based Contact Center by Service - Managed and Professional - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 26: Canada Historic Review for Cloud-Based Contact Center by Service - Managed and Professional Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 27: Canada 15-Year Perspective for Cloud-Based Contact Center by Service - Percentage Breakdown of Value Sales for Managed and Professional for the Years 2012, 2018 & 2027
• JAPAN
  • TABLE 28: Japan Current & Future Analysis for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 29: Japan Historic Review for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 30: Japan 15-Year Perspective for Cloud-Based Contact Center by Organization Size - Percentage Breakdown of Value Sales for Large Enterprises and SMEs for the Years 2012, 2018 & 2027
  • TABLE 31: Japan Current & Future Analysis for Cloud-Based Contact Center by Service - Managed and Professional - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 32: Japan Historic Review for Cloud-Based Contact Center by Service - Managed and Professional Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 33: Japan 15-Year Perspective for Cloud-Based Contact Center by Service - Percentage Breakdown of Value Sales for Managed and Professional for the Years 2012, 2018 & 2027
• CHINA
  • TABLE 34: China Current & Future Analysis for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 35: China Historic Review for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 36: China 15-Year Perspective for Cloud-Based Contact Center by Organization Size - Percentage Breakdown of Value Sales for Large Enterprises and SMEs for the Years 2012, 2018 & 2027
  • TABLE 37: China Current & Future Analysis for Cloud-Based Contact Center by Service - Managed and Professional - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 38: China Historic Review for Cloud-Based Contact Center by Service - Managed and Professional Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 39: China 15-Year Perspective for Cloud-Based Contact Center by Service - Percentage Breakdown of Value Sales for Managed and Professional for the Years 2012, 2018 & 2027
• EUROPE
  • Market Facts & Figures
  • European Cloud-Based Contact Center Market: Competitor Market Share Scenario (in %) for 2018 & 2027
  • Market Analytics
  • TABLE 40: Europe Current & Future Analysis for Cloud-Based Contact Center by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2018 through 2027
  • TABLE 41: Europe Historic Review for Cloud-Based Contact Center by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 42: Europe 15-Year Perspective for Cloud-Based Contact Center by Geographic Region - Percentage Breakdown of Value Sales for France, Germany, Italy, UK and Rest of Europe Markets for Years 2012, 2018 & 2027
  • TABLE 43: Europe Current & Future Analysis for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 44: Europe Historic Review for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 45: Europe 15-Year Perspective for Cloud-Based Contact Center by Organization Size - Percentage Breakdown of Value Sales for Large Enterprises and SMEs for the Years 2012, 2018 & 2027
  • TABLE 46: Europe Current & Future Analysis for Cloud-Based Contact Center by Service - Managed and Professional - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 47: Europe Historic Review for Cloud-Based Contact Center by Service - Managed and Professional Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 48: Europe 15-Year Perspective for Cloud-Based Contact Center by Service - Percentage Breakdown of Value Sales for Managed and Professional for the Years 2012, 2018 & 2027
• FRANCE
  • TABLE 49: France Current & Future Analysis for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 50: France Historic Review for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 51: France 15-Year Perspective for Cloud-Based Contact Center by Organization Size - Percentage Breakdown of Value Sales for Large Enterprises and SMEs for the Years 2012, 2018 & 2027
  • TABLE 52: France Current & Future Analysis for Cloud-Based Contact Center by Service - Managed and Professional - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 53: France Historic Review for Cloud-Based Contact Center by Service - Managed and Professional Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 54: France 15-Year Perspective for Cloud-Based Contact Center by Service - Percentage Breakdown of Value Sales for Managed and Professional for the Years 2012, 2018 & 2027
• GERMANY
  • TABLE 55: Germany Current & Future Analysis for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 56: Germany Historic Review for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 57: Germany 15-Year Perspective for Cloud-Based Contact Center by Organization Size - Percentage Breakdown of Value Sales for Large Enterprises and SMEs for the Years 2012, 2018 & 2027
  • TABLE 58: Germany Current & Future Analysis for Cloud-Based Contact Center by Service - Managed and Professional - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 59: Germany Historic Review for Cloud-Based Contact Center by Service - Managed and Professional Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 60: Germany 15-Year Perspective for Cloud-Based Contact Center by Service - Percentage Breakdown of Value Sales for Managed and Professional for the Years 2012, 2018 & 2027
• ITALY
  • TABLE 61: Italy Current & Future Analysis for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 62: Italy Historic Review for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 63: Italy 15-Year Perspective for Cloud-Based Contact Center by Organization Size - Percentage Breakdown of Value Sales for Large Enterprises and SMEs for the Years 2012, 2018 & 2027
  • TABLE 64: Italy Current & Future Analysis for Cloud-Based Contact Center by Service - Managed and Professional - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 65: Italy Historic Review for Cloud-Based Contact Center by Service - Managed and Professional Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 66: Italy 15-Year Perspective for Cloud-Based Contact Center by Service - Percentage Breakdown of Value Sales for Managed and Professional for the Years 2012, 2018 & 2027
• UNITED KINGDOM
  • TABLE 67: UK Current & Future Analysis for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 68: UK Historic Review for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 69: UK 15-Year Perspective for Cloud-Based Contact Center by Organization Size - Percentage Breakdown of Value Sales for Large Enterprises and SMEs for the Years 2012, 2018 & 2027
  • TABLE 70: UK Current & Future Analysis for Cloud-Based Contact Center by Service - Managed and Professional - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 71: UK Historic Review for Cloud-Based Contact Center by Service - Managed and Professional Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 72: UK 15-Year Perspective for Cloud-Based Contact Center by Service - Percentage Breakdown of Value Sales for Managed and Professional for the Years 2012, 2018 & 2027
• REST OF EUROPE
  • TABLE 73: Rest of Europe Current & Future Analysis for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 74: Rest of Europe Historic Review for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 75: Rest of Europe 15-Year Perspective for Cloud-Based Contact Center by Organization Size - Percentage Breakdown of Value Sales for Large Enterprises and SMEs for the Years 2012, 2018 & 2027
  • TABLE 76: Rest of Europe Current & Future Analysis for Cloud-Based Contact Center by Service - Managed and Professional - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 77: Rest of Europe Historic Review for Cloud-Based Contact Center by Service - Managed and Professional Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 78: Rest of Europe 15-Year Perspective for Cloud-Based Contact Center by Service - Percentage Breakdown of Value Sales for Managed and Professional for the Years 2012, 2018 & 2027
• ASIA-PACIFIC
  • TABLE 79: Asia-Pacific Current & Future Analysis for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 80: Asia-Pacific Historic Review for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 81: Asia-Pacific 15-Year Perspective for Cloud-Based Contact Center by Organization Size - Percentage Breakdown of Value Sales for Large Enterprises and SMEs for the Years 2012, 2018 & 2027
  • TABLE 82: Asia-Pacific Current & Future Analysis for Cloud-Based Contact Center by Service - Managed and Professional - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 83: Asia-Pacific Historic Review for Cloud-Based Contact Center by Service - Managed and Professional Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 84: Asia-Pacific 15-Year Perspective for Cloud-Based Contact Center by Service - Percentage Breakdown of Value Sales for Managed and Professional for the Years 2012, 2018 & 2027
• REST OF WORLD
  • TABLE 85: Rest of World Current & Future Analysis for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 86: Rest of World Historic Review for Cloud-Based Contact Center by Organization Size - Large Enterprises and SMEs Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 87: Rest of World 15-Year Perspective for Cloud-Based Contact Center by Organization Size - Percentage Breakdown of Value Sales for Large Enterprises and SMEs for the Years 2012, 2018 & 2027
  • TABLE 88: Rest of World Current & Future Analysis for Cloud-Based Contact Center by Service - Managed and Professional - Independent Analysis of Annual Sales in US$ Billion for the Years 2018 through 2027
  • TABLE 89: Rest of World Historic Review for Cloud-Based Contact Center by Service - Managed and Professional Markets - Independent Analysis of Annual Sales in US$ Billion for Years 2012 through 2017
  • TABLE 90: Rest of World 15-Year Perspective for Cloud-Based Contact Center by Service - Percentage Breakdown of Value Sales for Managed and Professional for the Years 2012, 2018 & 2027

IV. COMPETITION

• Total Companies Profiled: 63