Cloud Based Contact Center Market Size, Share, Trends, Growth and Forecast 2032

Cloud Based Contact Center Market

Cloud Based Contact Center Market by Component (Solutions and Services), by Deployment Model (Public Cloud and Private Cloud), by Organization Size (Small and Medium-sized Enterprises (SMEs) and Large Enterprises), by Industries (BFSI, IT and ITeS, Telecommunications, Healthcare and Life Sciences, Government and Public Sector, Retail and Consumer Goods, Manufacturing, Energy and Utilities, Media and Entertainment, and Others): Global Industry Perspective, Comprehensive Analysis and Forecast, 2024-2032

Category: Technology & Media Report Format : PDF Pages: 160 Report Code: ZMR-2103 Published Date: Nov-2024 Status : Published
Market Size in 2023 Market Forecast in 2032 CAGR (in %) Base Year
USD 25.15 Billion USD 145 Billion 21.49% 2023

Cloud Based Contact Center Market

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Table Of Content

  • Chapter No. 1: Introduction
    • 1.1. Report Description
      • 1.1.1. Purpose of the Report
      • 1.1.2. USP & Key Offerings
    • 1.2. Key Benefits for Stakehulders
    • 1.3. Target Audience
    • 1.4. Report Scope
  • Chapter No. 2: Executive Summary
    • 2.1. Key Findings
      • 2.1.1. Top Investment Pockets
        • 2.1.1.1. Market Attractiveness Analysis, By Component
        • 2.1.1.2. Market Attractiveness Analysis, By Deployment Model
        • 2.1.1.3. Market Attractiveness Analysis, By Organization Size
        • 2.1.1.4. Market Attractiveness Analysis, By Industries
        • 2.1.1.5. Market Attractiveness Analysis, By Region
    • 2.2. Market Snapshot
    • 2.3. Global Cloud Based Contact Center Market, 2016 – 2028 (USD Million)
    • 2.4. Insights from Primary Respondents
  • Chapter No. 3: COVID 19 Impact Analysis
    • 3.1. Impact Assessment of COVID-19 Pandemic, By Region
      • 3.1.1. North America
      • 3.1.2. Europe
      • 3.1.3. Asia Pacific
      • 3.1.4. Latin America
      • 3.1.5. The Middle-East and Africa
    • 3.2. Pre COVID-19 Market Revenue, By Region, 2016-2019 (USD Million)
    • 3.3. Post COVID-19 Market Revenue, By Region, 2020-2028 (USD Million)
    • 3.4. Short Term Dynamics
    • 3.5. Long Term Dynamics
  • Chapter No. 4: Cloud Based Contact Center Market – Component Segment Analysis
    • 4.1. Overview
      • 4.1.1. Market Revenue Share, By Component, 2020 & 2028
    • 4.2. Sulutions
      • 4.2.1. Key Market Trends, Growth Factors, & Opportunities
    • 4.3. Services
      • 4.3.1. Key Market Trends, Growth Factors, & Opportunities
  • Chapter No. 5: Cloud Based Contact Center Market – Deployment Model Segment Analysis
    • 5.1. Overview
      • 5.1.1. Market Revenue Share, By Deployment Model, 2020 & 2028
    • 5.2. Public Cloud
      • 5.2.1. Key Market Trends, Growth Factors, & Opportunities
    • 5.3. Private Cloud
      • 5.3.1. Key Market Trends, Growth Factors, & Opportunities
  • Chapter No. 6: Cloud Based Contact Center Market – Organization Size Segment Analysis
    • 6.1. Overview
      • 6.1.1. Market Revenue Share, By Organization Size, 2020 & 2028
    • 6.2. Small and Medium-sized Enterprises (SMEs)
      • 6.2.1. Key Market Trends, Growth Factors, & Opportunities
    • 6.3. Large Enterprises
      • 6.3.1. Key Market Trends, Growth Factors, & Opportunities
  • Chapter No. 7: Cloud Based Contact Center Market – Industries Segment Analysis
    • 7.1. Overview
      • 7.1.1. Market Revenue Share, By Industries, 2020 & 2028
    • 7.2. BFSI
      • 7.2.1. Key Market Trends, Growth Factors, & Opportunities
    • 7.3. Telecommunications
      • 7.3.1. Key Market Trends, Growth Factors, & Opportunities
    • 7.4. IT and ITeS
      • 7.4.1. Key Market Trends, Growth Factors, & Opportunities
    • 7.5. Government and Public Sector
      • 7.5.1. Key Market Trends, Growth Factors, & Opportunities
    • 7.6. Retail and Consumer Goods
      • 7.6.1. Key Market Trends, Growth Factors, & Opportunities
    • 7.7. Manufacturing
      • 7.7.1. Key Market Trends, Growth Factors, & Opportunities
    • 7.8. Energy and Utilities
      • 7.8.1. Key Market Trends, Growth Factors, & Opportunities
    • 7.9. Media and Entertainment
      • 7.9.1. Key Market Trends, Growth Factors, & Opportunities
    • 7.10. Healthcare and Life Sciences
      • 7.10.1. Key Market Trends, Growth Factors, & Opportunities
    • 7.11. Others
      • 7.11.1. Key Market Trends, Growth Factors, & Opportunities
  • Chapter No. 8: Cloud Based Contact Center Market – Regional Analysis
    • 8.1. Overview
      • 8.1.1. Global Market Revenue Share, By Region, 2020 & 2028
      • 8.1.2. Global Market Revenue, By Region, 2016 – 2028 (USD Million)
    • 8.2. North America
      • 8.2.1. North America Market Revenue, By Country, 2016 – 2028 (USD Million)
      • 8.2.2. North America Market Revenue, By Component, 2016 – 2028
      • 8.2.3. North America Market Revenue, By Deployment Model, 2016 – 2028
      • 8.2.4. North America Market Revenue, By Organization Size, 2016 – 2028
      • 8.2.5. North America Market Revenue, By Industries, 2016 – 2028
      • 8.2.6. U.S.
      • 8.2.7. Canada
      • 8.2.8. Mexico
    • 8.3. Europe
      • 8.3.1. Europe Market Revenue, By Country, 2016 – 2028 (USD Million)
      • 8.3.2. Europe Market Revenue, By Component, 2016 – 2028
      • 8.3.3. Europe Market Revenue, By Deployment Model, 2016 – 2028
      • 8.3.4. Europe Market Revenue, By Organization Size, 2016 – 2028
      • 8.3.5. Europe Market Revenue, By Industries, 2016 – 2028
      • 8.3.6. Germany
      • 8.3.7. France
      • 8.3.8. U.K.
      • 8.3.9. Italy
      • 8.3.10. Spain
      • 8.3.11. Rest of Europe
    • 8.4. Asia Pacific
      • 8.4.1. Asia Pacific Market Revenue, By Country, 2016 – 2028 (USD Million)
      • 8.4.2. Asia Pacific Market Revenue, By Component, 2016 – 2028
      • 8.4.3. Asia Pacific Market Revenue, By Deployment Model, 2016 – 2028
      • 8.4.4. Asia Pacific Market Revenue, By Organization Size, 2016 – 2028
      • 8.4.5. Asia Pacific Market Revenue, By Industries, 2016 – 2028
      • 8.4.6. China
      • 8.4.7. Japan
      • 8.4.8. India
      • 8.4.9. South Korea
      • 8.4.10. South-East Asia
      • 8.4.11. Rest of Asia Pacific
    • 8.5. Latin America
      • 8.5.1. Latin America Market Revenue, By Country, 2016 – 2028 (USD Million)
      • 8.5.2. Latin America Market Revenue, By Component, 2016 – 2028
      • 8.5.3. Latin America Market Revenue, By Deployment Model, 2016 – 2028
      • 8.5.4. Latin America Market Revenue, By Organization Size, 2016 – 2028
      • 8.5.5. Latin America Market Revenue, By Industries, 2016 – 2028
      • 8.5.6. Brazil
      • 8.5.7. Argentina
      • 8.5.8. Rest of Latin America
    • 8.6. The Middle-East and Africa
      • 8.6.1. The Middle-East and Africa Market Revenue, By Country, 2016 – 2028 (USD Million)
      • 8.6.2. The Middle-East and Africa Market Revenue, By Component, 2016 – 2028
      • 8.6.3. The Middle-East and Africa Market Revenue, By Deployment Model, 2016 – 2028
      • 8.6.4. The Middle-East and Africa Market Revenue, By Organization Size, 2016 – 2028
      • 8.6.5. The Middle-East and Africa Market Revenue, By Industries, 2016 – 2028
      • 8.6.6. GCC Countries
      • 8.6.7. South Africa
      • 8.6.8. Rest of Middle-East Africa
  • Chapter No. 9: Cloud Based Contact Center Market – Industry Analysis
    • 9.1. Introduction
    • 9.2. Market Drivers
      • 9.2.1. Driving Factor 1 Analysis
      • 9.2.2. Driving Factor 2 Analysis
    • 9.3. Market Restraints
      • 9.3.1. Restraining Factor Analysis
    • 9.4. Market Opportunities
      • 9.4.1. Market Opportunity Analysis
    • 9.5. Porter’s Five Forces Analysis
    • 9.6. PEST Analysis
    • 9.7. Technology Landscape
    • 9.8. Regional Market Trends
      • 9.8.1. North America
      • 9.8.2. Europe
      • 9.8.3. Asia Pacific
      • 9.8.4. Latin America
      • 9.8.5. The Middle-East and Africa
  • Chapter No. 10: Competitive Landscape
    • 10.1. Company Market Share Analysis – 2019
      • 10.1.1. Global Cloud Based Contact Center Market: Company Market Share, 2019
    • 10.2. Strategic Developments
      • 10.2.1. Acquisitions & Mergers
      • 10.2.2. New Product Launch
      • 10.2.3. Regional Expansion
    • 10.3. Company Strategic Developments – Heat Map Analysis
  • Chapter No. 11: Company Profiles
    • 11.1. NICE
      • 11.1.1. Company Overview
      • 11.1.2. Key Executives
      • 11.1.3. Product Portfolio
      • 11.1.4. Financial Overview
      • 11.1.5. Operating Business Segments
      • 11.1.6. Business Performance
      • 11.1.7. Recent Developments
    • 11.2. Genesys
    • 11.3. Five9
    • 11.4. Vonage
    • 11.5. Talkdesk
    • 11.6. Cisco
    • 11.7. Avaya
    • 11.8. Serenova
    • 11.9. Content Guru
    • 11.10. Aspect Software
    • 11.11. RingCentral
    • 11.12. Enghouse Interactive
    • 11.13. 3CLogic
    • 11.14. Ameyo
    • 11.15. Twilio
  • Chapter No. 12: Marketing Strategy Analysis
    • 12.1. Marketing Channel
    • 12.2. Direct Marketing
    • 12.3. Indirect Marketing
    • 12.4. Marketing Channel Development Trends
  • Chapter No. 13: Research Methodology
    • 13.1. Research Methodology
    • 13.2. Phase I - Secondary Research
    • 13.3. Phase II - Data Modeling
      • 13.3.1. Company Share Analysis Model
      • 13.3.2. Revenue Based Modeling
    • 13.4. Phase III - Primary Research
    • 13.5. Research Limitations
      • 13.5.1. Assumptions

Table Of Figures

List of Figures

FIG NO. 1. Market Attractiveness Analysis, By Component
FIG NO. 2. Market Attractiveness Analysis, By Deployment Model
FIG NO. 3. Market Attractiveness Analysis, By Organization Size
FIG NO. 4. Market Attractiveness Analysis, By Industries
FIG NO. 5. Market Attractiveness Analysis, By Region
FIG NO. 6. Global Cloud Based Contact Center Market Revenue, 2016 – 2028 (USD Million)
FIG NO. 7. Impact of COVID-19 Pandemic in North America Countries
FIG NO. 8. Market Revenue Share, By Component, 2020 & 2028
FIG NO. 9. Global Cloud Based Contact Center Market for Solutions, Revenue (USD Million) 2016 – 2028
FIG NO. 10. Global Cloud Based Contact Center Market for Services, Revenue (USD Million) 2016 – 2028
FIG NO. 11. Market Revenue Share, By Deployment Model, 2020 & 2028
FIG NO. 12. Global Cloud Based Contact Center Market for Public Cloud, Revenue (USD Million) 2016 – 2028
FIG NO. 13. Global Cloud Based Contact Center Market for Private Cloud, Revenue (USD Million) 2016 – 2028
FIG NO. 14. Market Revenue Share, By Organization Size, 2020 & 2028
FIG NO. 15. Global Cloud Based Contact Center Market for Small and Medium-sized Enterprises (SMEs), Revenue (USD Million) 2016 – 2028
FIG NO. 16. Global Cloud Based Contact Center Market for Large Enterprises, Revenue (USD Million) 2016 – 2028
FIG NO. 17. Market Revenue Share, By Industries, 2020 & 2028
FIG NO. 18. Global Cloud Based Contact Center Market for BFSI, Revenue (USD Million) 2016 – 2028
FIG NO. 19. Global Cloud Based Contact Center Market for Telecommunications, Revenue (USD Million) 2016 – 2028
FIG NO. 20. Global Cloud Based Contact Center Market for IT and ITeS, Revenue (USD Million) 2016 – 2028
FIG NO. 21. Global Cloud Based Contact Center Market for Government and Public Sector, Revenue (USD Million) 2016 – 2028
FIG NO. 22. Global Cloud Based Contact Center Market for Retail and Consumer Goods, Revenue (USD Million) 2016 – 2028
FIG NO. 23. Global Cloud Based Contact Center Market for Manufacturing, Revenue (USD Million) 2016 – 2028
FIG NO. 24. Global Cloud Based Contact Center Market for Energy and Utilities, Revenue (USD Million) 2016 – 2028
FIG NO. 25. Global Cloud Based Contact Center Market for Media and Entertainment, Revenue (USD Million) 2016 – 2028
FIG NO. 26. Global Cloud Based Contact Center Market for Healthcare and Life Sciences, Revenue (USD Million) 2016 – 2028
FIG NO. 27. Global Cloud Based Contact Center Market for Others, Revenue (USD Million) 2016 – 2028
FIG NO. 28. Global Cloud Based Contact Center Market Revenue Share, By Region, 2020 & 2028
FIG NO. 29. North America Cloud Based Contact Center Market Revenue, 2016 - 2028 (USD Million)
FIG NO. 30. Porter’s Five Forces Analysis for Global Cloud Based Contact Center Market
FIG NO. 31. PEST Analysis for Global Cloud Based Contact Center Market
FIG NO. 32. Company Share Analysis, 2019
FIG NO. 33. Company Strategic Developments – Heat Map Analysis
FIG NO. 34. NICE Business Segment Revenue Share, 2020 (%)
FIG NO. 35. NICE Geographical Segment Revenue Share, 2020 (%)
FIG NO. 36. Market Channels
FIG NO. 37. Marketing Channel Development Trend
FIG NO. 38. Research Methodology – Detailed View
FIG NO. 39. Research Methodology


Table Of Tables

List of Tables 

TABLE NO. 1.: Global Cloud Based Contact Center Market: Snapshot
TABLE NO. 2.: Pre COVID-19 Market Revenue, By Region, 2016-2019 (USD Million)
TABLE NO. 3.: Post COVID-19 Market Revenue, By Region, 2020-2028 (USD Million)
TABLE NO. 4.: Global Cloud Based Contact Center Market Revenue, By Region, 2016 – 2028 (USD Million)
TABLE NO. 5.: North America Cloud Based Contact Center Market Revenue, By Country, 2016 – 2028 (USD Million)
TABLE NO. 6.: North America Cloud Based Contact Center Market Revenue, By Component, 2016 – 2028 (USD Million)
TABLE NO. 7.: North America Cloud Based Contact Center Market Revenue, By Deployment Model, 2016 – 2028 (USD Million)
TABLE NO. 8.: North America Cloud Based Contact Center Market Revenue, By Organization Size, 2016 – 2028 (USD Million)
TABLE NO. 9.: North America Cloud Based Contact Center Market Revenue, By Industries, 2016 – 2028 (USD Million)
TABLE NO. 10.: Drivers for the Cloud Based Contact Center Market: Impact Analysis
TABLE NO. 11.: Restraints for the Cloud Based Contact Center Market: Impact Analysis
 

Methodology

FrequentlyAsked Questions

Cloud Based Contact Center Market market size valued at US$ 25.15 Billion in 2023

Cloud Based Contact Center Market market size valued at US$ 25.15 Billion in 2023, set to reach US$ 145 Billion by 2032 at a CAGR of about 21.49% from 2024 to 2032.

Some of the key factors driving the global cloud-based contact center market growth are increasing adoption of SMAC technologies, increasing adoption of cloud-based contact centers due to COVID-19, integration of AI, analytics, and NLP capabilities to add significant solutions in existing cloud-based contact centers, among others.

North America region held a substantial share of the cloud-based contact center market in 2020. This is attributable to the presence of major players in the region. Asia Pacific region is projected to grow at a significant rate owing to the rising demand for cloud-based contact center solutions in developing economies such as China and India.

Some of the major companies operating in the cloud-based contact center market are NICE, Genesys, Five9, Vonage, Talkdesk, Cisco, Avaya, Serenova, Content Guru, Aspect Software, and RingCentral, among others.

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Market InsightsGlobal Cloud-Based Contact Center Market Size OverviewGrowth FactorsReport ScopeComponent Segment Analysis PreviewIndustries Segment Analysis PreviewRegional Analysis Preview Key Market Players Competitive Landscape

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