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Market Research Report
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1071022

Cloud-based Contact Center Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2022-2027

Published: | IMARC Services Private Limited | 141 Pages | Delivery time: 2-3 business days

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Cloud-based Contact Center Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2022-2027
Published: April 14, 2022
IMARC Services Private Limited
Content info: 141 Pages
Delivery time: 2-3 business days
  • Description
  • Table of Contents
  • List of Tables

The global cloud-based contact center market reached a value of US$ 17.7 Billion in 2021. Looking forward, IMARC Group expects the market to reach a value of US$ 63.8 Billion by 2027, exhibiting a CAGR of 23.10% during 2022-2027. Keeping in mind the uncertainties of COVID-19, we are continuously tracking and evaluating the direct as well as the indirect influence of the pandemic on different end use industries. These insights are included in the report as a major market contributor.

A cloud-based contact center solution combines several communication channels into a single system for allowing agents to connect with customers over a phone call, email, or instant message while maintaining a consistent record. It offers workforce management tools so that agents and supervisors can manage their time effectively. As a result, it finds extensive applications in banking, financial services and insurance (BFSI), consumer goods, retail, government, public, healthcare, manufacturing, telecommunication, and information technology (IT) sectors across the globe. Cloud-based Contact Center Market Trends:

  • At present, there is a rise in the demand for cloud computing due to its robust scalability, affordability, flexibility, and features. As a result, organizations worldwide are migrating their contact center operations from a traditional on-premises model to the cloud, which represents one of the key factors driving the market. Moreover, cloud-based contact centers allow agents to work remotely for improving their productivity and overall operational efficiency. This, along with various advantages offered by cloud-based contact centers, including excellent security, reliability, and convenience, at affordable prices is propelling the growth of the market. In addition, rapid digitalization in the banking, financial service and insurance (BFSI) industry to provide enhanced services, reduce human errors, and save time is impelling the market growth. Besides this, the rising utilization of contact center as a service (CCaaS) technology to minimize ownership costs, reduce downtime, and ensure business continuity is positively influencing the market. Additionally, key market players are financing research and development (R&D) activities to deliver natural interactive voice response (IVR) and facilitate interactive chatbots for customers, which is projected to fuel the growth of the market in the upcoming years.

Key Market Segmentation:

  • IMARC Group provides an analysis of the key trends in each sub-segment of the global cloud-based contact center market, along with forecasts at the global, regional and country level from 2022-2027. Our report has categorized the market based on component, deployment mode, organization size and end use industry.

Breakup by Component:

  • Solution
  • Automatic Call Distribution
  • Agent Performance Optimization
  • Dialers
  • Interactive Voice Response
  • Computer Telephony Integration
  • Analytics and Reporting
  • Service
  • Professional Services
  • Managed Services
  • Breakup by Deployment Mode: Public Cloud
  • Private Cloud
  • Hybrid Cloud

Breakup by Organization Size:

  • Small and Medium-sized Enterprises
  • Large Enterprises

Breakup by End Use Industry:

  • BFSI
  • IT and Telecom
  • Media and Entertainment
  • Retail
  • Logistics and Transport
  • Healthcare
  • Others
  • Breakup by Region: North America
  • United States
  • Canada
  • Asia-Pacific
  • China
  • Japan
  • India
  • South Korea
  • Australia
  • Indonesia
  • Others
  • Europe
  • Germany
  • France
  • United Kingdom
  • Italy
  • Spain
  • Russia
  • Others
  • Latin America
  • Brazil
  • Mexico
  • Others
  • Middle East and Africa

Competitive Landscape:

The competitive landscape of the industry has also been examined along with the profiles of the key players being 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom and Vonage. Key Questions Answered in This Report:

  • How has the global cloud-based contact center market performed so far and how will it perform in the coming years?
  • What has been the impact of COVID-19 on the global cloud-based contact center market?
  • What are the key regional markets?
  • What is the breakup of the market based on the component?
  • What is the breakup of the market based on the deployment mode?
  • What is the breakup of the market based on the organization size?
  • What is the breakup of the market based on the end use industry?
  • What are the various stages in the value chain of the industry?
  • What are the key driving factors and challenges in the industry?
  • What is the structure of the global cloud-based contact center market and who are the key players?
  • What is the degree of competition in the industry?
Product Code: SR0422A127_Report

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

  • 4.1 Overview
  • 4.2 Key Industry Trends

5 Global Cloud-based Contact Center Market

  • 5.1 Market Overview
  • 5.2 Market Performance
  • 5.3 Impact of COVID-19
  • 5.4 Market Forecast

6 Market Breakup by Component

  • 6.1 Solution
    • 6.1.1 Market Trends
    • 6.1.2 Key Segments
      • 6.1.2.1 Automatic Call Distribution
      • 6.1.2.2 Agent Performance Optimization
      • 6.1.2.3 Dialers
      • 6.1.2.4 Interactive Voice Response
      • 6.1.2.5 Computer Telephony Integration
      • 6.1.2.6 Analytics and Reporting
    • 6.1.3 Market Forecast
  • 6.2 Service
    • 6.2.1 Market Trends
    • 6.2.2 Key Segments
      • 6.2.2.1 Professional Services
      • 6.2.2.2 Managed Services
    • 6.2.3 Market Forecast

7 Market Breakup by Deployment Mode

  • 7.1 Public Cloud
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2 Private Cloud
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast
  • 7.3 Hybrid Cloud
    • 7.3.1 Market Trends
    • 7.3.2 Market Forecast

8 Market Breakup by Organization Size

  • 8.1 Small and Medium-sized Enterprises
    • 8.1.1 Market Trends
    • 8.1.2 Market Forecast
  • 8.2 Large Enterprises
    • 8.2.1 Market Trends
    • 8.2.2 Market Forecast

9 Market Breakup by End Use Industry

  • 9.1 BFSI
    • 9.1.1 Market Trends
    • 9.1.2 Market Forecast
  • 9.2 IT and Telecom
    • 9.2.1 Market Trends
    • 9.2.2 Market Forecast
  • 9.3 Media and Entertainment
    • 9.3.1 Market Trends
    • 9.3.2 Market Forecast
  • 9.4 Retail
    • 9.4.1 Market Trends
    • 9.4.2 Market Forecast
  • 9.5 Logistics and Transport
    • 9.5.1 Market Trends
    • 9.5.2 Market Forecast
  • 9.6 Healthcare
    • 9.6.1 Market Trends
    • 9.6.2 Market Forecast
  • 9.7 Others
    • 9.7.1 Market Trends
    • 9.7.2 Market Forecast

10 Market Breakup by Region

  • 10.1 North America
    • 10.1.1 United States
      • 10.1.1.1 Market Trends
      • 10.1.1.2 Market Forecast
    • 10.1.2 Canada
      • 10.1.2.1 Market Trends
      • 10.1.2.2 Market Forecast
  • 10.2 Asia-Pacific
    • 10.2.1 China
      • 10.2.1.1 Market Trends
      • 10.2.1.2 Market Forecast
    • 10.2.2 Japan
      • 10.2.2.1 Market Trends
      • 10.2.2.2 Market Forecast
    • 10.2.3 India
      • 10.2.3.1 Market Trends
      • 10.2.3.2 Market Forecast
    • 10.2.4 South Korea
      • 10.2.4.1 Market Trends
      • 10.2.4.2 Market Forecast
    • 10.2.5 Australia
      • 10.2.5.1 Market Trends
      • 10.2.5.2 Market Forecast
    • 10.2.6 Indonesia
      • 10.2.6.1 Market Trends
      • 10.2.6.2 Market Forecast
    • 10.2.7 Others
      • 10.2.7.1 Market Trends
      • 10.2.7.2 Market Forecast
  • 10.3 Europe
    • 10.3.1 Germany
      • 10.3.1.1 Market Trends
      • 10.3.1.2 Market Forecast
    • 10.3.2 France
      • 10.3.2.1 Market Trends
      • 10.3.2.2 Market Forecast
    • 10.3.3 United Kingdom
      • 10.3.3.1 Market Trends
      • 10.3.3.2 Market Forecast
    • 10.3.4 Italy
      • 10.3.4.1 Market Trends
      • 10.3.4.2 Market Forecast
    • 10.3.5 Spain
      • 10.3.5.1 Market Trends
      • 10.3.5.2 Market Forecast
    • 10.3.6 Russia
      • 10.3.6.1 Market Trends
      • 10.3.6.2 Market Forecast
    • 10.3.7 Others
      • 10.3.7.1 Market Trends
      • 10.3.7.2 Market Forecast
  • 10.4 Latin America
    • 10.4.1 Brazil
      • 10.4.1.1 Market Trends
      • 10.4.1.2 Market Forecast
    • 10.4.2 Mexico
      • 10.4.2.1 Market Trends
      • 10.4.2.2 Market Forecast
    • 10.4.3 Others
      • 10.4.3.1 Market Trends
      • 10.4.3.2 Market Forecast
  • 10.5 Middle East and Africa
    • 10.5.1 Market Trends
    • 10.5.2 Market Breakup by Country
    • 10.5.3 Market Forecast

11 SWOT Analysis

  • 11.1 Overview
  • 11.2 Strengths
  • 11.3 Weaknesses
  • 11.4 Opportunities
  • 11.5 Threats

12 Value Chain Analysis

13 Porters Five Forces Analysis

  • 13.1 Overview
  • 13.2 Bargaining Power of Buyers
  • 13.3 Bargaining Power of Suppliers
  • 13.4 Degree of Competition
  • 13.5 Threat of New Entrants
  • 13.6 Threat of Substitutes

14 Price Analysis

15 Competitive Landscape

  • 15.1 Market Structure
  • 15.2 Key Players
  • 15.3 Profiles of Key Players
    • 15.3.1 3CLogic
      • 15.3.1.1 Company Overview
      • 15.3.1.2 Product Portfolio
    • 15.3.2 8x8 Inc.
      • 15.3.2.1 Company Overview
      • 15.3.2.2 Product Portfolio
    • 15.3.3 Avaya Inc.
      • 15.3.3.1 Company Overview
      • 15.3.3.2 Product Portfolio
    • 15.3.4 Cisco Systems Inc.
      • 15.3.4.1 Company Overview
      • 15.3.4.2 Product Portfolio
      • 15.3.4.3 Financials
      • 15.3.4.4 SWOT Analysis
    • 15.3.5 Content Guru Limited
      • 15.3.5.1 Company Overview
      • 15.3.5.2 Product Portfolio
    • 15.3.6 Five9 Inc.
      • 15.3.6.1 Company Overview
      • 15.3.6.2 Product Portfolio
      • 15.3.6.3 Financials
    • 15.3.7 Genesys
      • 15.3.7.1 Company Overview
      • 15.3.7.2 Product Portfolio
    • 15.3.8 NICE Ltd.
      • 15.3.8.1 Company Overview
      • 15.3.8.2 Product Portfolio
    • 15.3.9 RingCentral Inc.
      • 15.3.9.1 Company Overview
      • 15.3.9.2 Product Portfolio
      • 15.3.9.3 Financials
    • 15.3.10 Talkdesk
      • 15.3.10.1 Company Overview
      • 15.3.10.2 Product Portfolio
    • 15.3.11 Twilio Inc.
      • 15.3.11.1 Company Overview
      • 15.3.11.2 Product Portfolio
    • 15.3.12 Vocalcom
      • 15.3.12.1 Company Overview
      • 15.3.12.2 Product Portfolio
    • 15.3.13 Vonage
      • 15.3.13.1 Company Overview
      • 15.3.13.2 Product Portfolio
      • 15.3.13.3 Financials
      • 15.3.13.4 SWOT Analysis

List of Figures

  • Figure 1: Global: Cloud-based Contact Center Market: Major Drivers and Challenges
  • Figure 2: Global: Cloud-based Contact Center Market: Sales Value (in Billion US$), 2016-2021
  • Figure 3: Global: Cloud-based Contact Center Market Forecast: Sales Value (in Billion US$), 2022-2027
  • Figure 4: Global: Cloud-based Contact Center Market: Breakup by Component (in %), 2021
  • Figure 5: Global: Cloud-based Contact Center Market: Breakup by Deployment Mode (in %), 2021
  • Figure 6: Global: Cloud-based Contact Center Market: Breakup by Organization Size (in %), 2021
  • Figure 7: Global: Cloud-based Contact Center Market: Breakup by End Use Industry (in %), 2021
  • Figure 8: Global: Cloud-based Contact Center Market: Breakup by Region (in %), 2021
  • Figure 9: Global: Cloud-based Contact Center (Solution) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 10: Global: Cloud-based Contact Center (Solution) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 11: Global: Cloud-based Contact Center (Service) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 12: Global: Cloud-based Contact Center (Service) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 13: Global: Cloud-based Contact Center (Public Cloud) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 14: Global: Cloud-based Contact Center (Public Cloud) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 15: Global: Cloud-based Contact Center (Private Cloud) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 16: Global: Cloud-based Contact Center (Private Cloud) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 17: Global: Cloud-based Contact Center (Hybrid Cloud) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 18: Global: Cloud-based Contact Center (Hybrid Cloud) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 19: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 20: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 21: Global: Cloud-based Contact Center (Large Enterprises) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 22: Global: Cloud-based Contact Center (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 23: Global: Cloud-based Contact Center (BFSI) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 24: Global: Cloud-based Contact Center (BFSI) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 25: Global: Cloud-based Contact Center (IT and Telecom) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 26: Global: Cloud-based Contact Center (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 27: Global: Cloud-based Contact Center (Media and Entertainment) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 28: Global: Cloud-based Contact Center (Media and Entertainment) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 29: Global: Cloud-based Contact Center (Retail) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 30: Global: Cloud-based Contact Center (Retail) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 31: Global: Cloud-based Contact Center (Logistics and Transport) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 32: Global: Cloud-based Contact Center (Logistics and Transport) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 33: Global: Cloud-based Contact Center (Healthcare) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 34: Global: Cloud-based Contact Center (Healthcare) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 35: Global: Cloud-based Contact Center (Other End Use Industries) Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 36: Global: Cloud-based Contact Center (Other End Use Industries) Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 37: North America: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 38: North America: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 39: United States: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 40: United States: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 41: Canada: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 42: Canada: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 43: Asia-Pacific: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 44: Asia-Pacific: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 45: China: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 46: China: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 47: Japan: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 48: Japan: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 49: India: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 50: India: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 51: South Korea: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 52: South Korea: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 53: Australia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 54: Australia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 55: Indonesia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 56: Indonesia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 57: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 58: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 59: Europe: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 60: Europe: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 61: Germany: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 62: Germany: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 63: France: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 64: France: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 65: United Kingdom: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 66: United Kingdom: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 67: Italy: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 68: Italy: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 69: Spain: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 70: Spain: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 71: Russia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 72: Russia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 73: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 74: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 75: Latin America: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 76: Latin America: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 77: Brazil: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 78: Brazil: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 79: Mexico: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 80: Mexico: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 81: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 82: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 83: Middle East and Africa: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
  • Figure 84: Middle East and Africa: Cloud-based Contact Center Market: Breakup by Country (in %), 2021
  • Figure 85: Middle East and Africa: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
  • Figure 86: Global: Cloud-based Contact Center Industry: SWOT Analysis
  • Figure 87: Global: Cloud-based Contact Center Industry: Value Chain Analysis
  • Figure 88: Global: Cloud-based Contact Center Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: Cloud-based Contact Center Market: Key Industry Highlights, 2021 and 2027
  • Table 2: Global: Cloud-based Contact Center Market Forecast: Breakup by Component (in Million US$), 2022-2027
  • Table 3: Global: Cloud-based Contact Center Market Forecast: Breakup by Deployment Mode (in Million US$), 2022-2027
  • Table 4: Global: Cloud-based Contact Center Market Forecast: Breakup by Organization Size (in Million US$), 2022-2027
  • Table 5: Global: Cloud-based Contact Center Market Forecast: Breakup by End Use Industry (in Million US$), 2022-2027
  • Table 6: Global: Cloud-based Contact Center Market Forecast: Breakup by Region (in Million US$), 2022-2027
  • Table 7: Global: Cloud-based Contact Center Market: Competitive Structure
  • Table 8: Global: Cloud-based Contact Center Market: Key Players