Cloud Contact Center Market is estimated to be US$ 70.76 billion by 2030 with a CAGR of 19.8% during the forecast period

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Published Date: May 2023

Cloud Contact Center Market accounted for US$ 11.8 billion in 2020 and is estimated to be US$ 70.76 billion by 2030 and is anticipated to register a CAGR of 19.8%. A cloud-based contact center hosted by an internet server is a focal point of any business. It is in charge of all customer communications, including incoming and outbound. Calls, emails, and social media can all be used to communicate or connect. The cloud-based contact center is quick, simple, and highly adaptable. With the help of a configurable management panel, a cloud-based contact center may also keep track of real-time administration metrics.

The report " Global Cloud Contact Center Market, By Type (Automatic Call Distribution, Agent Performance Optimization, Dialers, and Others), By Service (Professional and Managed), By End-user (Banking, Financial Services and Insurance (BFSI), IT and Telecom, Media and Entertainment, and Others), and By Region (North America, Europe, Asia Pacific, Latin America, and Middle East & Africa) - Market Trends, Analysis, and Forecast till 2030.’’

Key Highlights:

NICE inConnect, a NICE subsidiary, teamed with Zendesk in May 2020 to help contact centers respond to evolving customer demands. Both firms may now utilize NICE inContact CXone home with Zendesk Support Suite and complementary Zendesk Distant Support Bundle to enable remote contact centers and desk teams to keep up with increased interactions as a result of COVID-19, thanks to the agreement. The Zendesk Remote Support Bundle and NICE inContact CXone home provide an entirely virtual contact center for business continuity, productivity, and service reliability. Agents will have a complete perspective of their consumers in an easy-to-use workspace due to the relationship.
In April 2020, Genesys introduced the Rapid Response to assist organizations in migrating to Genesys Cloud within 48 hours in light of the COVID-19 pandemic. Customers can use automation and self-service, phone and email routing, interaction recording, and collaboration capabilities.

Analyst View:

Healthcare contact centers are quickly adopting cloud-based applications. This is evident since the ever-changing healthcare industry is subject to budget cuts, employee turnover, and the development of new tactics to strengthen the payer-consumer relationship. TCN, a global provider of cloud-based call center technology for BPOs, corporations, contact centers, and collection agencies, is known for empowering healthcare call centers with new developments in the patient-agent connection with their cloud-based software.

Browse 60 market data tables and 35 figures* through 140 slides and in-depth TOC on “*Global Cloud Contact Center Market, By Type (Automatic Call Distribution, Agent Performance Optimization, Dialers, and Others), By Service (Professional and Managed), By End-user (Banking, Financial Services and Insurance (BFSI), IT and Telecom, Media and Entertainment, and Others), and By Region (North America, Europe, Asia Pacific, Latin America, and Middle East & Africa) - Market Trends, Analysis, and Forecast till 2030”

Key Market Insights from the report:

Global Cloud Contact Center Market accounted for US$ 11.8 billion in 2020 and is estimated to be US$ 70.76 billion by 2030 and is anticipated to register a CAGR of 19.8%. The global cloud contact center market report segments the market on the basis of type, service, end-user, and region.

Based on Type, Global Cloud Contact Center Market is segmented into Automatic Call Distribution, Agent Performance Optimization, Dialers, and Others.
Based on Service, Global Cloud Contact Center Market is segmented into Professional and Managed.
Based on End-User, Global Cloud Contact Center Market is segmented into Banking, Financial Services and Insurance (BFSI), IT and Telecom, Media and Entertainment, and Others.
By Region, the Global Cloud Contact Center Market is segmented into North America, Europe, Asia Pacific, Latin America, and Middle East & Africa.

Competitive Landscape & their strategies of Global Cloud Contact Center Market:

The key players operating in the cloud contact center market are 3CLogic, 8x8, Inc., Aspect Software, Inc., BT Group plc, Cisco Systems, Inc., Connect First, Inc., Evolve IP LLC, Five9, Inc., Genesys and Liveops, Inc.

The market provides detailed information regarding the industrial base, productivity, strengths, manufacturers, and recent trends which will help companies enlarge the businesses and promote financial growth. Furthermore, the report exhibits dynamic factors including segments, sub-segments, regional marketplaces, competition, dominant key players, and market forecasts. In addition, the market includes recent collaborations, mergers, acquisitions, and partnerships along with regulatory frameworks across different regions impacting the market trajectory. Recent technological advances and innovations influencing the global market are included in the report.

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Some Important Points Answered in this Market Report Are Given Below:

Explains an overview of the product portfolio, including product development, planning, and positioning
Explains details about key operational strategies with a focus on R&D strategies, corporate structure, localization strategies, production capabilities, and financial performance of various companies.
Detailed analysis of the market revenue over the forecasted period.
Examining various outlooks of the market with the help of Porter’s five forces analysis, PEST & SWOT Analysis.
Study on the segments that are anticipated to dominate the market.
Study on the regional analysis that is expected to register the highest growth over the forecast period