Global Cloud-Based Contact Center Market – Industry Trends and Forecast to 2024

Market Analysis: Global Cloud-Based Contact Center Market

The Global Cloud-Based Contact Center Market accounted for USD 6.11 billion in 2016 growing at a CAGR of 24.3% during the forecast period of 2017 to 2024. The upcoming market report contains data for historic year 2014, 2015, the base year of calculation is 2016 and the forecast period is 2017 to 2024.

Market Definition: Global Cloud-Based Contact Center Market

The cloud-based contact center plays the vital role in contact center technology sector. The interaction in cloud contact is made through voice, email, social media and the web accessible from virtually anywhere. It has its wide application in banking, financial services, and insurance (BFSI), consumer goods and retail, government and public sector, healthcare and life sciences, media and entertainment, manufacturing, telecommunication and ITES, and others.Faster deployment, scalability, and flexibility and cloud compliance requirements may act as the major driver in the growth of cloud-based contact center market. On the other hand high initial investment may hamper the market.

Major Market Drivers & Restraints:

Faster deployment, scalability, and flexibility
Cloud compliance requirements
Acceptance of home-based work
Improved business continuity
Risk of information loss
High initial investment
Premises-based contact center technology cover large portion

Market Segmentation: Global Cloud-Based Contact Center Market

The global cloud-based contact center market is segmented on the basis of solution into automatic call distribution (ACD), agent performance optimization (APO), dialers, interactive voice response (IVR), computer telephony integration (CTI), reporting and analytics, and others.

On the basis of service type, the global cloud-based contact center market is segmented into professional services, and managed services.

On the basis of application, the global cloud-based contact center market is segmented into call routing and queuing, data integration and recording, chat quality and monitoring, real-time decision making, and workforce optimization.

On the basis of deployment model, the global cloud-based contact center market is segmented into public cloud, private cloud, and hybrid and community cloud.

On the basis of organization size, the global cloud-based contact center market is segmented into small and medium enterprises (SMES), and large enterprises.

On the basis of vertical, the global cloud-based contact center market is segmented into banking, financial services, and insurance (BFSI), consumer goods and retail, government and public sector, healthcare and life sciences, media and entertainment, manufacturing, telecommunication and ITES, and others.

On the basis of geography, the global cloud-based contact center market report covers data points for 28 countries across multiple geographies such as North America, South America, Europe, Asia-Pacific, and Middle East & Africa. Some of the major countries covered in this report are U.S., Canada, Germany, France, U.K., Netherlands, Switzerland, Turkey, Russia, China, India, South Korea, Japan, Australia, Singapore, Saudi Arabia, South Africa, and Brazil among others. In 2017, North America is expected to dominate the market.

Company Share Analysis: Global Cloud-Based Contact Center Market

The report for cloud-based contact center market include detailed vendor level analysis for market shares in 2016 for Global, North America, Europe, Asia Pacific, Middle East and Africa and South America specifically. Also impact and development analysis of key vendors is registered in the market and factored on the basis of Vendor Positioning Grid Analysis which measures the vendors strengths and opportunities against present market challenges, measure providers ability to identify or satisfy present market needs, map providers market vision to current and upcoming market dynamics among others. The report also measures technology life line curve and market time line to analyze and do more affective investments.

Major Market Competitors: Global Cloud-Based Contact Center Market

Some of the major players of the global cloud-based contact center market are Oracle, 8×8, Inc., Five9, Inc., Cisco Systems, Inc., Genesys, Oracle, NICE, NewVoiceMedia, 3CLogic.com, Connect First, Aspect Software Parent Inc., Five9, Inc., and others.

Research Methodology: Global Cloud-Based Contact Center Market

Data collection and base year analysis is done using data collection modules with large sample sizes. The market data is analyzed and forecasted using market statistical and coherent models. Also market share analysis and key trend analysis are the major success factors in the market report. 

Global Cloud-Based Contact Center Market – Industry Trends and Forecast to 2024

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