A cloud-based contact center involves combining several communication channels into a single system for enabling agents to connect with customers over an email, phone call, or instant message while maintaining consistent records. It offers workforce management tools that aid agents and supervisors in managing their time effectively. Consequently, cloud-based contact centers find extensive applications across numerous sectors, such as banking, financial services and insurance (BFSI), consumer goods, retail, healthcare, manufacturing, telecommunication, information technology (IT), etc.
The global cloud-based contact center market reached a value of $17.7 Billion in 2021. Looking forward, IMARC Group expects the market to reach a value of US$ 63.8 Billion by 2027, exhibiting a CAGR of 23.10% during 2022-2027.
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Note: We are regularly tracking the direct effect of COVID-19 on the market, along with the indirect influence of associated industries. These observations will be integrated into the report.
|Base Year: 2021|
|Forecast Year: 2022-2027|
Cloud-based Contact Center Market Trends and Drivers:
The growing demand for cloud computing services, owing to their scalability, affordability, flexibility, and features, is primarily driving the cloud-based contact center market. In addition to this, the emerging trend among organizations of migrating their contact center operations from traditional on-premises models to the cloud is further catalyzing the market growth.
Moreover, cloud-based contact centers allow agents to work remotely and help in improving their productivity and overall operational efficiency. This, along with the various advantages offered by cloud-based contact centers, including excellent security, reliability, and convenience at affordable prices, is also positively influencing the global market.
Apart from this, the elevating digitalization levels in the banking, financial service and insurance (BFSI) industry to provide enhanced services, reduce human errors, and save time are acting as significant growth-inducing factors. Furthermore, the rising utilization of contact center as a service (CCaaS) technology to minimize ownership costs, reduce downtime, and ensure business continuity is projected to fuel the cloud-based contact center market in the coming years.
Global Cloud-based Contact Center Market 2022-2027 Analysis and Segmentation:
The competitive landscape of the market has been studied in the report with the detailed profiles of the key players operating in the market.
- 3CLogic, 8×8 Inc.
- Avaya Inc.
- Cisco Systems Inc.
- Content Guru Limited
- Five9 Inc.
- NICE Ltd.
- RingCentral Inc.
- Twilio Inc.
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The report has segmented the market on the basis of region, component, deployment mode, organization size and end use industry.
Breakup by Component:
- Automatic Call Distribution
- Agent Performance Optimization
- Interactive Voice Response
- Computer TelephonyIntegration
- Analytics and Reporting
- Professional Services
- Managed Services
Breakup by Deployment Mode:
- Public Cloud
- Private Cloud
Breakup by Organization Size:
- Small and Medium-sized Enterprises
- Large Enterprises
Breakup by End Use Industry:
- IT and Telecom
- Media and Entertainment
- Logistics and Transportation
Breakup by Region:
- North America: (United States, Canada)
- Asia Pacific: (China, Japan, India, South Korea, Australia, Indonesia, Others)
- Europe: (Germany, France, United Kingdom, Italy, Spain, Russia, Others)
- Latin America: (Brazil, Mexico, Others)
- Middle East and Africa
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Key highlights of the report:
- Market Performance (2016-2021)
- Market Outlook (2022-2027)
- Porter’s Five Forces Analysis
- Market Drivers and Success Factors
- SWOT Analysis
- Comprehensive Mapping of the Competitive Landscape
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