Global Cloud-Based Contact Centre Market Analysis 2020

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The Global Cloud-Based Contact Center market is expected to reach $40.79 billion by 2026 growing at a CAGR of 23.8% from 2019 to 2026. Cloud-based contact centre solutions enable several companies to utilize contact centre providers’ offerings on the cloud. The interaction in cloud contact is made through voice, email, social media and the web-accessible from virtually anywhere.

Factors such as the growing need for personalized customer interactions, increasing adoption of SMAC technologies, and cloud compliance requirements are driving the growth of the market. However, the high initial investment is restraining the growth of the market.

Based on the organization size, the large enterprise’s segment is going to have a lucrative growth during the forecast period because such enterprises have a large corporate network and a huge customer base.

The key vendors mentioned are Cisco, Mitel Networks Corporation, Genesys Telecommunications Laboratories Inc, Aspect Software Parent Inc, Teleforge Corporation, RingCentral Inc, Avaya Holdings Corp, NICE inContact, 3CLogic Inc, 8X8 Inc, Five9 Inc, Connect First Inc, AVOXI Inc, 1Stream Inc, and Twilio.

Deployment Models Covered:
• Private Cloud
• Public Cloud
• Hybrid Cloud

Components Covered:
• Services
• Solutions

Organization Sizes Covered:
• Large Enterprises
• Small and Medium-Sized Enterprises (SMEs)

Types Covered:
• Computer Telephony Integration (CTI)
• Agent Performance Optimization (APO)
• Interactive Voice Response (IVR)
• Analytics and Reporting
• Diallers
• Automatic Call Distribution (ACD)

Applications Covered:
• Real-Time Decision-Making
• Data Integration and Recording
• Multimedia Contact
• Customer Relationship Management (CRM)
• Outbound Contact
• Quality Monitoring
• Workforce Optimization (WFO)
• Chat Quality and Monitoring
• Call Routing and Queuing

End Users Covered:
• Energy and Utilities
• Telecommunications
• Banking, Financial Services and Insurance (BFSI)
• Retail and Consumer Goods
• Healthcare and Life Sciences
• IT and Information Technology Enabled Services (ITES)
• Manufacturing
• Government and Public Sector
• Media and Entertainment

Regions Covered:
• North America
• Europe
• Asia Pacific
• South America
• Middle East & Africa

Key Questions Answered in this Report:
• How this market evolved since the year 2018
• Market size estimations, forecasts and CAGR for all the segments presented in the scope
• Key Market Developments and financials of the key players
• Opportunity Analysis for the new entrants
• SWOT Analysis of the key players
• Fastest growing markets analyzed during the forecast period

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1 Market Synopsis

2 Research Outline
2.1 Research Snapshot
2.2 Research Methodology
2.3 Research Sources
2.3.1 Primary Research Sources
2.3.2 Secondary Research Sources

3 Market Dynamics
3.1 Drivers
3.2 Restraints

4 Market Environment
4.1 Bargaining power of suppliers
4.2 Bargaining power of buyers
4.3 Threat of substitutes
4.4 Threat of new entrants
4.5 Competitive rivalry

5 Global Cloud-Based Contact Centre Market, By Deployment Model
5.1 Introduction
5.2 Private Cloud
5.3 Public Cloud
5.4 Hybrid Cloud

6 Global Cloud-Based Contact Centre Market, By Component
6.1 Introduction
6.2 Services
6.3 Solutions

7 Global Cloud-Based Contact Centre Market, By Organization Size
7.1 Introduction
7.2 Large Enterprises
7.3 Small and Medium-Sized Enterprises (SMEs)

8 Global Cloud-Based Contact Centre Market, By Type
8.1 Introduction
8.2 Computer Telephony Integration (CTI)
8.3 Agent Performance Optimization (APO)
8.4 Interactive Voice Response (IVR)
8.5 Analytics and Reporting
8.6 Diallers
8.7 Automatic Call Distribution (ACD)

9 Global Cloud-Based Contact Centre Market, By Application
9.1 Introduction
9.2 Real-Time Decision-Making
9.3 Data Integration and Recording
9.4 Multimedia Contact
9.5 Customer Relationship Management (CRM)
9.6 Outbound Contact
9.7 Quality Monitoring
9.8 Workforce Optimization (WFO)
9.9 Chat Quality and Monitoring
9.10 Call Routing and Queuing

10 Global Cloud-Based Contact Centre Market, By End User
10.1 Introduction
10.2 Energy and Utilities
10.3 Telecommunications
10.4 Banking, Financial Services and Insurance (BFSI)
10.5 Retail and Consumer Goods
10.6 Healthcare and Life Sciences
10.7 IT and Information Technology Enabled Services (ITES)
10.8 Manufacturing
10.9 Government and Public Sector
10.10 Media and Entertainment

11 Global Cloud-Based Contact Centre Market, By Geography
11.1 Introduction
11.2 North America
11.3 Europe
11.4 Asia Pacific
11.5 South America
11.6 Middle East & Africa

12 Strategic Benchmarking

13 Vendors Landscape
13.1 Cisco
13.2 Mitel Networks Corporation
13.3 Genesys Telecommunications Laboratories Inc
13.4 Aspect Software Parent Inc
13.5 Teleforge Corporation
13.6 RingCentral Inc
13.7 Avaya Holdings Corp
13.8 NICE inContact
13.9 3CLogic Inc
13.10 8X8 Inc
13.11 Five9 Inc
13.12 Connect First Inc
13.13 AVOXI Inc
13.14 1Stream Inc
13.15 Twilio

List of Data Tables
1 Global Cloud-Based Contact Centre Market Outlook, By Region (2018-2026) ($MN)
2 Global Cloud-Based Contact Centre Market Outlook, By Deployment Model (2018-2026) ($MN)
3 Global Cloud-Based Contact Centre Market Outlook, By Private Cloud (2018-2026) ($MN)
4 Global Cloud-Based Contact Centre Market Outlook, By Public Cloud (2018-2026) ($MN)
5 Global Cloud-Based Contact Centre Market Outlook, By Hybrid Cloud (2018-2026) ($MN)
6 Global Cloud-Based Contact Centre Market Outlook, By Component (2018-2026) ($MN)
7 Global Cloud-Based Contact Centre Market Outlook, By Services (2018-2026) ($MN)
8 Global Cloud-Based Contact Centre Market Outlook, By Solutions (2018-2026) ($MN)
9 Global Cloud-Based Contact Centre Market Outlook, By Organization Size (2018-2026) ($MN)
10 Global Cloud-Based Contact Centre Market Outlook, By Large Enterprises (2018-2026) ($MN)
11 Global Cloud-Based Contact Centre Market Outlook, By Small and Medium-Sized Enterprises (SMEs) (2018-2026) ($MN)
12 Global Cloud-Based Contact Centre Market Outlook, By Type (2018-2026) ($MN)
13 Global Cloud-Based Contact Centre Market Outlook, By Computer Telephony Integration (CTI) (2018-2026) ($MN)
14 Global Cloud-Based Contact Centre Market Outlook, By Agent Performance Optimization (APO) (2018-2026) ($MN)
15 Global Cloud-Based Contact Centre Market Outlook, By Interactive Voice Response (IVR) (2018-2026) ($MN)
16 Global Cloud-Based Contact Centre Market Outlook, By Analytics and Reporting (2018-2026) ($MN)
17 Global Cloud-Based Contact Centre Market Outlook, By Diallers (2018-2026) ($MN)
18 Global Cloud-Based Contact Centre Market Outlook, By Automatic Call Distribution (ACD) (2018-2026) ($MN)
19 Global Cloud-Based Contact Centre Market Outlook, By Application (2018-2026) ($MN)
20 Global Cloud-Based Contact Centre Market Outlook, By Real-Time Decision-Making (2018-2026) ($MN)
21 Global Cloud-Based Contact Centre Market Outlook, By Data Integration and Recording (2018-2026) ($MN)
22 Global Cloud-Based Contact Centre Market Outlook, By Multimedia Contact (2018-2026) ($MN)
23 Global Cloud-Based Contact Centre Market Outlook, By Customer Relationship Management (CRM) (2018-2026) ($MN)
24 Global Cloud-Based Contact Centre Market Outlook, By Outbound Contact (2018-2026) ($MN)
25 Global Cloud-Based Contact Centre Market Outlook, By Quality Monitoring (2018-2026) ($MN)
26 Global Cloud-Based Contact Centre Market Outlook, By Workforce Optimization (WFO) (2018-2026) ($MN)
27 Global Cloud-Based Contact Centre Market Outlook, By Chat Quality and Monitoring (2018-2026) ($MN)
28 Global Cloud-Based Contact Centre Market Outlook, By Call Routing and Queuing (2018-2026) ($MN)
29 Global Cloud-Based Contact Centre Market Outlook, By End User (2018-2026) ($MN)
30 Global Cloud-Based Contact Centre Market Outlook, By Energy and Utilities (2018-2026) ($MN)
31 Global Cloud-Based Contact Centre Market Outlook, By Telecommunications (2018-2026) ($MN)
32 Global Cloud-Based Contact Centre Market Outlook, By Banking, Financial Services and Insurance (BFSI) (2018-2026) ($MN)
33 Global Cloud-Based Contact Centre Market Outlook, By Retail and Consumer Goods (2018-2026) ($MN)
34 Global Cloud-Based Contact Centre Market Outlook, By Healthcare and Life Sciences (2018-2026) ($MN)
35 Global Cloud-Based Contact Centre Market Outlook, By IT and Information Technology Enabled Services (ITES) (2018-2026) ($MN)
36 Global Cloud-Based Contact Centre Market Outlook, By Manufacturing (2018-2026) ($MN)
37 Global Cloud-Based Contact Centre Market Outlook, By Government and Public Sector (2018-2026) ($MN)
38 Global Cloud-Based Contact Centre Market Outlook, By Media and Entertainment (2018-2026) ($MN)
39 North America Cloud-Based Contact Centre Market Outlook, By Deployment Model (2018-2026) ($MN)
40 North America Cloud-Based Contact Centre Market Outlook, By Component (2018-2026) ($MN)
41 North America Cloud-Based Contact Centre Market Outlook, By Organization Size (2018-2026) ($MN)
42 North America Cloud-Based Contact Centre Market Outlook, By Type (2018-2026) ($MN)
43 North America Cloud-Based Contact Centre Market Outlook, By Application (2018-2026) ($MN)
44 North America Cloud-Based Contact Centre Market Outlook, By End User (2018-2026) ($MN)
45 Europe Cloud-Based Contact Centre Market Outlook, By Deployment Model (2018-2026) ($MN)
46 Europe Cloud-Based Contact Centre Market Outlook, By Component (2018-2026) ($MN)
47 Europe Cloud-Based Contact Centre Market Outlook, By Organization Size (2018-2026) ($MN)
48 Europe Cloud-Based Contact Centre Market Outlook, By Type (2018-2026) ($MN)
49 Europe Cloud-Based Contact Centre Market Outlook, By Application (2018-2026) ($MN)
50 Europe Cloud-Based Contact Centre Market Outlook, By End User (2018-2026) ($MN)
51 Asia Pacific Cloud-Based Contact Centre Market Outlook, By Deployment Model (2018-2026) ($MN)
52 Asia Pacific Cloud-Based Contact Centre Market Outlook, By Component (2018-2026) ($MN)
53 Asia Pacific Cloud-Based Contact Centre Market Outlook, By Organization Size (2018-2026) ($MN)
54 Asia Pacific Cloud-Based Contact Centre Market Outlook, By Type (2018-2026) ($MN)
55 Asia Pacific Cloud-Based Contact Centre Market Outlook, By Application (2018-2026) ($MN)
56 Asia Pacific Cloud-Based Contact Centre Market Outlook, By End User (2018-2026) ($MN)
57 South America Cloud-Based Contact Centre Market Outlook, By Deployment Model (2018-2026) ($MN)
58 South America Cloud-Based Contact Centre Market Outlook, By Component (2018-2026) ($MN)
59 South America Cloud-Based Contact Centre Market Outlook, By Organization Size (2018-2026) ($MN)
60 South America Cloud-Based Contact Centre Market Outlook, By Type (2018-2026) ($MN)
61 South America Cloud-Based Contact Centre Market Outlook, By Application (2018-2026) ($MN)
62 South America Cloud-Based Contact Centre Market Outlook, By End User (2018-2026) ($MN)
63 Middle East & Africa Cloud-Based Contact Centre Market Outlook, By Deployment Model (2018-2026) ($MN)
64 Middle East & Africa Cloud-Based Contact Centre Market Outlook, By Component (2018-2026) ($MN)
65 Middle East & Africa Cloud-Based Contact Centre Market Outlook, By Organization Size (2018-2026) ($MN)
66 Middle East & Africa Cloud-Based Contact Centre Market Outlook, By Type (2018-2026) ($MN)
67 Middle East & Africa Cloud-Based Contact Centre Market Outlook, By Application (2018-2026) ($MN)
68 Middle East & Africa Cloud-Based Contact Centre Market Outlook, By End User (2018-2026) ($MN)

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