Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization), by Vertical, by Region-Global Forecast to 2027

    24-December-2019 | 115 Pages | | Report Code : RC-105

In 2016, the cloud-based contact center market is valued at USD 5.73 billion and by 2027 expected to reach USD 28.32 billion, while during the forecast period from 2019 to 2027, Compound Annual Growth Rate (CAGR) of 25.2% is expected. A cloud-based contact center refers to customer experience solution providing companies to use contact center providers’ services on the cloud. The major growth driver of cloud-based contact centre market is rise in demand for cost-effective and efficiently adapted solutions.

Professional services and managed services are among the services considered in the cloud-based contact center market. The deployment model for the market includes public cloud, private cloud, and hybrid cloud. The various applications consists of call routing and queuing, data integration and recording, chat quality and monitoring, real-time decision-making, and workforce optimization. Based on organization size, the market is divided into Small and Medium-sized Enterprises (SMEs) and large enterprises. Enhancement of customer experience is possible through increased cloud-based contact center systems as the large enterprises segment is expected to have the larger market size due to high demand.  Advantages of cloud-based contact centers include high scalability, better flexibility, rapid deployment, and lower capital expenses and hence it is widely accepted by enterprises.

Defining, describing, and forecasting the global cloud-based contact center market based on solutions, services, deployment models, organization sizes, applications, verticals, and regions are objectives being stated in this report. Further, detailed information about important factors impacting the market growth are drivers, restraints, opportunities, and industry-specific challenges are mentioned. The objective of report is to strategically monitor the micromarkets on the basis of individual growth trends, prospects, and contributions to the global market. The market size of the 5 major regions, namely, North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America is forecasted through this report. In addition, the profiles and core competencies of top market players are comprehensively analyzed. Competitive developments such as joint ventures, mergers and acquisitions, new developments, and Research and Development (R&D) activities are also tracked and analyzed in the market.

Cloud Based Contact Center Market Key Segments:
By Solution
•    Automatic Call Distribution (ACD)
•    Agent Performance Optimization (APO)
•    Dialers
•    Interactive Voice Response (IVR)
•    Computer Telephony Integration (CTI)
•    Reporting and analytics
•    Security
•    Others (issue tracking, omnichannel, and mobile care solution)

By Service
•    Professional service
•    Managed service

By Deployment Model
•    Public cloud
•    Private cloud
•    Hybrid cloud

By Organization Size:
•    Small and Medium-sized Enterprises (SMEs)
•    Large enterprises

By Application:
•    Call routing and queuing
•    Data integration and recording
•    Chat quality and monitoring
•    Real-time decision-making
•    Workforce Optimization (WFO)

By 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)
•    Others (transportation and logistics, and education)

By Region:
•    North America
•    Europe
•    APAC
•    MEA
•    Latin America


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