Global Cloud-Based Contact Centre Market, By Component (Solutions and Services), Application (Call Routing and Queuing, Data Integration and Recording, Chat Quality and Monitoring, Real-Time Decision-Making and Workforce Optimization (WFO)), Organization Size (Small and Medium-Sized Enterprises (Smes) and Large Enterprises), Deployment Model (Public Cloud, Private Cloud and Hybrid Cloud), Vertical (Banking, Financial Services, and Insurance (BFSI), Consumer Goods and Retail, Government and Public Sector, Healthcare and Life Sciences, Manufacturing, Media and Entertainment, Telecommunication and Information Technology Enabled Services (ITES) and Others), Country (U.S., Canada, Mexico, Brazil, Argentina, Rest of South America, Germany, France, Italy, U.K., Belgium, Spain, Russia, Turkey, Netherlands, Switzerland, Rest of Europe, Japan, China, India, South Korea, Australia, Singapore, Malaysia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific, U.A.E, Saudi Arabia, Egypt, South Africa, Israel, Rest of Middle East and Africa) Industry Trends and Forecast to 2028
Rising demand and adoption of cloud-based contact centre services has led to the rise in market value. Data Bridge Market Research analyses that the cloud-based contact centre market will exhibit a CAGR of 25.01% for the forecast period of 2021-2028. This means that the cloud-based contact centre market value would stand tall by USD 73.718 billion by the year 2028.
A cloud-based contact centre is a focal point of any enterprise, hosted by an internet server. It is responsible for handling all inbound and outbound customer communications. The communication or the interaction can be made via calls, emails, or social media. The cloud-based contact centre is considered to be a fast, easy to use, and extremely flexible solution. Cloud-based contact centre also helps to keep a track of real-time administration metrics with the help of a customizable control panel.
Limitless scalability and flexibility offered by cloud-based contact centre will boost up its demand in the future. Increased utility of cloud-based contact centre by the various industrial verticals such as banking, financial services, and insurance (BFSI), consumer goods and retail, government and public sector, healthcare and life sciences and much more will further propel growth in demand.
Rising security and privacy concerns and increasing cyber-attacks will pose a big-time challenge to market growth. The high initial investment will further restrain the market scope of growth. The dearth of trained expertise or skilled professionals will also dampen the market growth rate.
This cloud-based contact centre market report provides details of new recent developments, trade regulations, import export analysis, production analysis, value chain optimization, market share, impact of domestic and localised market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, strategic market growth analysis, market size, category market growths, application niches and dominance, product approvals, product launches, geographic expansions, technological innovations in the market. To gain more info on cloud-based contact centre market contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.
Global Cloud-Based Contact Centre Market Scope and Market Size
The cloud-based contact centre market is segmented on the basis of component, application, organization size, deployment model, and vertical. The growth among segments helps you analyse niche pockets of growth and strategies to approach the market and determine your core application areas and the difference in your target markets.
- On the basis of component, the cloud-based contact centre market is segmented into services and solutions. Services segment is further sub-segmented into professional services and managed services. Solutions segment is sub-segmented into ACD, APO, Diallers, IVR, CTI, reporting and analytics and security.
- On the basis of application, the cloud-based contact centre market is segmented into call routing and queuing, data integration and recording, chat quality and monitoring, real-time decision-making and workforce optimization (WFO).
- On the basis of organization size, the cloud-based contact centre market is segmented into small and medium enterprises and large enterprises.
- On the basis of deployment model, the cloud-based contact centre market is segmented into public cloud, private cloud and hybrid cloud.
- On the basis of vertical, the cloud-based contact centre market is segmented into banking, financial services, and insurance (BFSI), consumer goods and retail, government and public sector, healthcare and life sciences, manufacturing, media and entertainment, telecommunication and information technology enabled services (ITES) and others.
Cloud-Based Contact Centre Market Country Level Analysis
The cloud-based contact centre market is analysed and market size, volume information is provided by country, component, application, organization size, deployment model, and vertical as referenced above.
The countries covered in the cloud-based contact centre market report are U.S., Canada and Mexico in North America, Germany, France, U.K., Netherlands, Switzerland, Belgium, Russia, Italy, Spain, Turkey, Rest of Europe in Europe, China, Japan, India, South Korea, Singapore, Malaysia, Australia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific (APAC) in the Asia-Pacific (APAC), Saudi Arabia, U.A.E, Israel, Egypt, South Africa, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA), Brazil, Argentina and Rest of South America as part of South America.
North America dominates the cloud-based contact centre market and will continue to during the forecast period. This is because of the rising internet penetration and a shift to cloud-based services from remote infrastructure. Asia-Pacific on the other hand is projected to undergo the highest growth rate during the forecast period owing to the rising recognition of cloud-based services, increased adoption of internet of things and rising expenditure for the development of IT infrastructure.
The country section of the cloud-based contact centre market report also provides individual market impacting factors and changes in regulation in the market domestically that impacts the current and future trends of the market. Data points like down-stream and upstream value chain analysis, technical trends and porter's five forces analysis, case studies are some of the pointers used to forecast the market scenario for individual countries. Also, the presence and availability of global brands and their challenges faced due to large or scarce competition from local and domestic brands, impact of domestic tariffs and trade routes are considered while providing forecast analysis of the country data.
Competitive Landscape and Cloud-Based Contact Centre Market Share Analysis
The cloud-based contact centre market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, regional presence, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies’ focus related to the cloud-based contact centre market.
The major players covered in the cloud-based contact centre market report are Aspect Software, Inc., Liveops, Inc., Five9, Inc., NICE inContact, Genesys., Vonage Holdings Corp., Talkdesk, Inc, 8x8, Inc., Cisco Systems, Inc., Avaya Inc., Lifesize, CONTENT GURU LIMITED, Aspect Software, Inc., RingCentral, Inc., Enghouse Interactive., 3CLogic., Ameyo, TWILIO INC., Vocalcom and Evolve IP, LLC. among other domestic and global players. Market share data is available for global, North America, Europe, Asia-Pacific (APAC), Middle East and Africa (MEA) and South America separately. DBMR analysts understand competitive strengths and provide competitive analysis for each competitor separately.
Customization Available : Global Cloud-Based Contact Centre Market
Data Bridge Market Research is a leader in consulting and advanced formative research. We take pride in servicing our existing and new customers with data and analysis that match and suits their goal. The report can be customised to include production cost analysis, trade route analysis, price trend analysis of target brands understanding the market for additional countries (ask for the list of countries), import export and grey area results data, literature review, consumer analysis and product base analysis. Market analysis of target competitors can be analysed from technology-based analysis to market portfolio strategies. We can add as many competitors that you require data about in the format and data style you are looking for. Our team of analysts can also provide you data in crude raw excel files pivot tables (Factbook) or can assist you in creating presentations from the data sets available in the report.