Global Cloud Contact Center Market Overview
Introduction:
A cloud contact center is a point in an enterprise hosted on an internet server, from which all inbound and outbound customer communications are handled. They interact through voice, mail, social media, and the web from anywhere. It improves agent efficiency and scalability, reduces costs, enhances communication security, etc. There are different types of contact centers present at a time, such as inbound contact centers, outbound centers, multichannel contact centers, omnichannel contact centers, etc. All contact centers play different roles in connecting the organizations. A cloud contact center is a broad range of tools for contact centers in large organizations that require sophisticated call routing, multiple communications channels (including phone calls and messaging), agent management, and analytics. The 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%.
Global Cloud Contact Center Market Dynamics
Rising adoption of SMAC technologies
Various organizations are infusing social media, mobile, analytics, and cloud technologies to communicate efficiently. These technologies help an organization expand its business through multichannel consistency. This technology enables customers to share with organizations through multiple sectors. It allows contact center agents to work remotely. The cloud infrastructure offers excellent security, reliability, and convenience at affordable prices, which are key factors driving the adoption of these contact centers. Some businesses are increasing their roadmaps to migrate their contact center operations.
However, cyber-attacks may hamper the growth of cloud contact technologies. The ease of access to private information and loss of sensitive data is a challenges an organization faces in indulging this technology.
Global Cloud Contact Center Market Segmentation
Source: Prophecy Market Insights |Disclaimer: Data is only a representation. Actual data may vary in the final report.
The global cloud contact center market is segmented based on type, service, end user, and region.
The global cloud contact center market is segmented based on type: automatic call distribution, agent performance optimization, and dialers. Based on services, the target market is segmented into professionals and managed. Based on end use, the target market is segmented into banking, financial services and insurance (BFSI), IT & telecom, media & entertainment, and others.
Regional Insights:
The 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%. In the region, the global Cloud contact center market is segmented into North America, Europe, Asia Pacific, Latin America, and Middle East & Africa. Asia Pacific is expected to register the highest share in terms of revenue during the forecast period. North America is dominating the global market due presence of innovative and influential vendors across the region. The organization's rising investments in effective communication channels drive the growth of such needs in this region. Europe is projected to hold the second position in this market because of the adoption of SMAC technologies in communication.
Report Scope:
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Attribute |
Details |
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Base year for estimation |
2020 |
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Forecast period |
2020 – 2030 |
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Market representation |
Revenue in USD Billion & CAGR from 2020 – 2030 |
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Market Segmentation |
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 & Telecom, Media & Entertainment, and Others |
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Regional scope |
North America - U.S., Canada Europe - UK, Germany, Spain, France, Italy, Russia, Rest of Europe Asia Pacific - Japan, India, China, South Korea, Australia, Rest of Asia-Pacific Latin America - Brazil, Mexico, Argentina, Rest of Latin America Middle East & Africa - South Africa, Saudi Arabia, UAE, Rest of Middle East & Africa |
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Report coverage |
Revenue forecast, company share, competitive landscape, growth factors, and trends |
Segments Covered in the Report:
This report forecasts revenue growth at global, regional, and country levels and provides an analysis of the latest industry trends and opportunities in each of the sub-segments from 2020 to 2030. For the purpose of this study, has segmented the global cloud contact center market report based on type, service, end user and region.
Global Cloud Contact Center Market, By Region:
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- North America
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- U.S.
- Canada
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- Europe
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- Germany
- UK
- France
- Russia
- Italy
- Rest of Europe
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- Asia Pacific
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- China
- India
- Japan
- South Korea
- Rest of Asia Pacific
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- Latin America
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- Brazil
- Mexico
- Rest of Latin America
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- Middle East & Africa
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- GCC
- Israel
- South Africa
- Rest of Middle East & Africa
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- North America
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Global Cloud Contact Center Market Key Players
The key players operating in the global cloud contact center market includes 3CLogic, 8x8, Inc., Aspect Software, Inc., BT Group plc, Cisco Systems, Inc., Connect First, Inc., Evolve IP LLC, Five9, Inc., Genesys, Liveops, Inc.
Genesys:
It is a suite of cloud services for enterprise communication, collaboration, and contact center management. It uses the telephony system to operate a contact center service, it handles every aspect of customer interactions, including interactive voice response, automatic call distribution, skill-based routing of phone calls, emails, web chats, and much more.
Global Cloud Contact Center Market Company Profile
- 3CLogic
- Company Overview
- Product Portfolio
- Key Highlights
- Financial Performance
- Business Strategies
- 8x8, Inc.
- Company Overview
- Product Portfolio
- Key Highlights
- Financial Performance
- Business Strategies
- Aspect Software, Inc.
- Company Overview
- Product Portfolio
- Key Highlights
- Financial Performance
- Business Strategies
- BT Group plc
- Company Overview
- Product Portfolio
- Key Highlights
- Financial Performance
- Business Strategies
- Cisco Systems, Inc.
- Company Overview
- Product Portfolio
- Key Highlights
- Financial Performance
- Business Strategies
- Connect First, Inc.
- Company Overview
- Product Portfolio
- Key Highlights
- Financial Performance
- Business Strategies
- Evolve IP LLC
- Company Overview
- Product Portfolio
- Key Highlights
- Financial Performance
- Business Strategies
- Five9, Inc.
- Company Overview
- Product Portfolio
- Key Highlights
- Financial Performance
- Business Strategies
- Genesys
- Company Overview
- Product Portfolio
- Key Highlights
- Financial Performance
- Business Strategies
- Liveops, Inc.
- Company Overview
- Product Portfolio
- Key Highlights
- Financial Performance
- Business Strategies
Global Cloud Contact Center Market Table of Contents
- Research Objective and Assumption
- Preface
- Research Objectives
- Study Scope
- Years Considered for the study
- Assumptions
- Abbreviations
- Research Methodology
- Research data
- Primary Data
- Primary Interviews
- Primary Breakdown
- Key data from Primary Sources
- Key Thickness Insights
- Secondary Data
- Major Secondary Sources
- Secondary Sources
- Market Estimation
- Top-Down Approach
- Approach for estimating Market Share by Top-Down Analysis (Supply Side)
- Bottom-Up Approach
- Approach for estimating market share by Bottom-up Analysis (Demand Side)
- Market Breakdown and Data Triangulation
- Research Assumptions
- PORTER’s
- Investment Outlook
- Market Purview
- Executive Summary
- Key Findings—Global Outlook for Cloud Contact Center Strategies
- Key Questions this Study will Answer
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Global cloud contact center market by type:
- Automatic Call Distribution
- Agent Performance Optimization
- Dialers
- Others (Interactive Voice Response, Computer Telephony Integration, Analytics and Reporting)
Global cloud contact center market by service:
- Professional
- Managed
Global cloud contact center market by end-user:
- Banking, Financial Services and Insurance (BFSI)
- IT and Telecom
- Media and Entertainment
- Others (Retail, Logistics and Transport, and Healthcare)
Global cloud contact center market by region:
- North America
- Europe
- Asia Pacific
- Latin America
- Middle East & Africa
- Opportunity Map Analysis
- Executive Summary—3 Big Predictions
- Market Dynamics, Regulations, and Trends Analysis
- Market Dynamics
- Drivers
- Restraints
- Market Opportunities
- Market Trends
- DR Impact Analysis
- PEST Analysis
- Porter’s Five Forces Analysis
- Opportunity Orbit
- Overview
- Market Value and Forecast (US$ Mn), and Share Analysis (%), 2020 – 2030
- Y-o-Y Growth Analysis (%), 2020 – 2030
- Regional Trends
- Market Investment Feasibility Index
- Macroeconomic Factor Analysis
- Market Dynamics
- Regional Analysis
- Regional Revenue Analysis
- Regional By segment Analysis
- Reasons for regional growth
- Key Player of particular region
- Countries Include in the report:
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- North America (U.S., Canada)
- Europe (UK, France, Germany, Russia, Italy, Rest of Europe)
- Asia Pacific (India, Japan, South Korea, China, Rest of Asia Pacific)
- Latin America (Brazil, Mexico, Rest of Latin America)
- Middle East & Africa (GCC, Israel, South Africa, Rest of Middle East)
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- Competitive Landscape
- Heat Map Analysis
- Market Presence and Specificity Analysis
- Competitive Overview
- Competitive Benchmarking
- Market Share Analysis
- Key Developments In The Global Cloud Contact Center Market
- Key Developments: Mergers & Acquisitions
- Key Developments: Collaboration
- Key Developments: Contracts & Agreements
- Key Developments: Expansion
- Key Developments: Product Developments
- Company Profiles
- Company Overview
- Product Portfolio
- Key Highlights
- Financial Performance
- Business Strategies
- SWOT Analysis
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- 3CLogic
- 8x8, Inc.
- Aspect Software, Inc.
- BT Group plc
- Cisco Systems, Inc.
- Connect First, Inc.
- Evolve IP LLC
- Five9, Inc.
- Genesys
- Liveops, Inc.
- The Last Word
- Future Impact
- About Us
- Contact
FAQs
The global cloud contact center market is segmented based on type, service, end user and region.
Rising adoption of SMAC technologies is the major factor driving growth of the global market.
North America is dominating the global market due presence of innovative and influential vendors across the region.
Key players operating in the global cloud contact center market includes 3CLogic, 8x8, Inc., Aspect Software, Inc., BT Group plc, Cisco Systems, Inc., Connect First, Inc., Evolve IP LLC, Five9, Inc., Genesys, Liveops, Inc.