1 Introduction
1.1 Study Objectives
1.2 Market Definition
1.2.1 Inclusions and Exclusions
1.3 Market Scope
1.3.1 Market Segmentation
Figure 1 Cloud-based Contact Center Market Segmentation
Table 1 Cloud-based Contact Center Market: Detailed Segmentation
1.3.2 Regions Covered
Figure 2 Regional Segmentation
1.3.3 Years Considered
1.4 Currency Considered
Table 2 USD Exchange Rates, 2019-2023
1.5 Stakeholders
1.6 Summary of Changes
1.6.1 Recession Impact
2 Research Methodology
2.1 Research Data
Figure 3 Cloud-based Contact Center Market: Research Design
2.1.1 Secondary Data
2.1.2 Primary Data
Table 3 Primary Interviews
2.1.2.1 Breakup of Primary Profiles
2.1.2.2 Key Industry Insights
2.2 Data Triangulation
Figure 4 Data Triangulation
2.3 Market Size Estimation
Figure 5 Cloud-based Contact Center Market: Top-Down and Bottom-Up Approaches
2.3.1 Top-Down Approach
2.3.2 Bottom-Up Approach
Figure 6 Approach 1, Bottom-Up (Supply-Side): Revenue from Software/Services of Cloud-based Contact Center Market
Figure 7 Approach 2, Bottom-Up (Supply-Side): Collective Revenue from All Software/Services of Cloud-based Contact Center Market
Figure 8 Approach 3, Bottom-Up (Supply-Side): Collective Revenue from All Software/Services of Cloud-based Contact Center Market
Figure 9 Approach 4, Bottom-Up (Demand-Side): Share of Cloud-based Contact Center Through Overall Digital Solutions Spending
2.4 Market Forecast
Table 4 Factor Analysis
2.5 Research Assumptions
2.6 Risk Assessment
2.7 Study Limitations
2.8 Implications of Recession on Cloud-based Contact Center Market
Table 5 Impact of Recession on Global Cloud-based Contact Center Market
3 Executive Summary
Table 6 Global Cloud-based Contact Center Market Size and Growth Rate, 2019-2023 (USD Million, Y-O-Y %)
Table 7 Global Cloud-based Contact Center Market Size and Growth Rate, 2024-2029 (USD Million, Y-O-Y %)
Figure 10 Software Segment to Dominate Market in 2024
Figure 11 Omnichannel Routing to Hold Largest Market Share in 2024
Figure 12 Inbound Engagement Type to Dominate Market in 2024
Figure 13 Public Cloud Segment to Hold Largest Market Share in 2024
Figure 14 Professional Services Segment to Dominate Cloud-based Contact Center Market in 2024
Figure 15 Integration & Deployment Services to Hold Largest Market Share in 2024
Figure 16 Voice Communication Channel to Dominate Market in 2024
Figure 17 Marketing Automation Segment to Hold Largest Share in 2024
Figure 18 Healthcare and Life Sciences Segment to Grow at Highest CAGR and Bfsi to Hold Largest Market Size During Forecast Period
Figure 19 Asia-Pacific to Grow at Highest CAGR During Forecast Period
4 Premium Insights
4.1 Attractive Opportunities in Cloud-based Contact Center Market
Figure 20 Growing Impact of Social Media on Contact Center Operations to Drive Market Growth
4.2 Cloud-based Contact Center Market: Top Three Applications
Figure 21 Helpdesk Management to Grow at Highest CAGR During Forecast Period
4.3 North America: Cloud-based Contact Center Market, by Offering and Service
Figure 22 Software Segment and Professional Services Segment to Hold Largest Market Shares in North America in 2024
4.4 Cloud-based Contact Center Market, by Region
Figure 23 North America to Hold Largest Market Share in 2024
5 Market Overview and Industry Trends
5.1 Introduction
5.2 Market Dynamics
Figure 24 Cloud-based Contact Center Market: Drivers, Restraints, Opportunities, and Challenges
5.2.1 Drivers
5.2.1.1 Increasing Need for Tailored and Efficient Engagements
5.2.1.2 Growing Impact of Social Media on Contact Center Operations
5.2.1.3 Continuous Transition to Cloud-based Contact Centers
5.2.1.4 Rising Adoption of Advanced Contact Center Technologies
5.2.2 Restraints
5.2.2.1 Impact of Ivr Fraud and Cyberattacks on Business Operations
5.2.2.2 Inadequate Network Bandwidth to Minimize Adoption of Voip and Cloud-based Telephony
5.2.3 Opportunities
5.2.3.1 Implementation of Generative AI, Analytics, and Nlp Capabilities to ADD Value to Existing Cloud-based Contact Centers
5.2.3.2 Dynamic Customer Demand for Robust Self-Service Interactions
5.2.3.3 Growing Demand for Analyzing Audio and Video Conversations in Real-Time
5.2.4 Challenges
5.2.4.1 Challenges Impeding Migration of Contact Centers to Cloud-based Environments
5.2.4.2 Implementation and Integration Challenges
5.2.4.3 Data Privacy and Security Aspects
5.3 Evolution of Cloud-based Contact Center Market
Figure 25 Cloud-based Contact Center Market: Evolution
5.4 Cloud-based Contact Center Market Architecture
Figure 26 Cloud-based Contact Center Market: Architecture
5.5 Supply Chain Analysis
Figure 27 Cloud-based Contact Center Market: Supply Chain Analysis
5.6 Ecosystem Analysis/Market Map
Table 8 Cloud-based Contact Center Market: Ecosystem
Figure 28 Key Players in Cloud-based Contact Center Market Ecosystem
5.6.1 Platform Providers
5.6.2 Software Providers
5.6.3 Service Providers
5.6.4 Cloud Service Providers
5.6.5 End-users
5.6.6 Regulatory Bodies
5.7 Case Study Analysis
5.7.1 Case Study 1: Sita Witnessed Growth in Customer Experience with Genesys Cloud
5.7.2 Case Study 2: Company Nurse Revolutionized Workplace Injury Management with Genesys Cloud
5.7.3 Case Study 3: Ci Financial Improved Customer Service and Gained Data Insights with Amazon Connect
5.7.4 Case Study 4: Agilysys Modernized Contact Center by Implementing Five9 Platform
5.7.5 Case Study 5: Implementation of Cloudwave Concierge for Enhanced Customer Experience in Illawarra Credit Union
5.7.6 Case Study 6: Avaya Contact Center Enabled Flexibility and Agility in South Central Ambulance Services
5.7.7 Case Study 7: Alvaria Cloud Improved Efficiency and Productivity of Hoist Finance
5.7.8 Case Study 8: Cleveland Clinic's Implementation of 3Clogic's AI-Powered Cloud Contact Center Solution Transformed Patient Services
5.7.9 Case Study 9: Ariston Usa's Switch to 8X8'S Cloud-based Contact Center Platform Enabled Customer Service and Operations Efficiency
5.7.10 Case Study 10: Force Therapeutics Used Engagement Platform to Improve Patient Care in Force Therapeutics
5.8 Technology Analysis
5.8.1 Key Technologies
5.8.1.1 Cloud Computing
5.8.1.2 Nlp
5.8.1.3 Voice Biometrics
5.8.1.4 Voip
5.8.1.5 Big Data & Analytics
5.8.1.6 Text-To-Speech (Tts)
5.8.2 Complementary Technologies
5.8.2.1 IoT
5.8.2.2 Ar & Vr
5.8.2.3 Blockchain
5.8.2.4 Robotic Process Automation (RPA)
5.8.3 Adjacent Technologies
5.8.3.1 Edge Computing
5.8.3.2 5G
5.9 Regulatory Landscape
5.9.1 Regulatory Landscape
5.9.2 Regulatory Bodies, Government Agencies, and Other Organizations
Table 9 North America: List of Regulatory Bodies, Government Agencies, and Other Organizations
Table 10 Europe: List of Regulatory Bodies, Government Agencies, and Other Organizations
Table 11 Asia-Pacific: List of Regulatory Bodies, Government Agencies, and Other Organizations
Table 12 Middle East & Africa: List of Regulatory Bodies, Government Agencies, and Other Organizations
Table 13 Latin America: List of Regulatory Bodies, Government Agencies, and Other Organizations
5.9.3 Pertinent Regulations
5.9.3.1 North America
5.9.3.1.1 General Data Protection Regulation (Gdpr)
5.9.3.1.2 California Consumer Privacy Act (Ccpa)
5.9.3.1.3 Health Insurance Portability and Accountability Act (Hipaa)
5.9.3.2 Europe
5.9.3.2.1 General Data Protection Regulation (Gdpr)
5.9.3.2.2 Audiovisual Media Services Directive (Avmsd)
5.9.3.2.3 Eprivacy Directive
5.9.3.3 Asia-Pacific
5.9.3.3.1 Act on the Protection of Personal Information (Appi)
5.9.3.3.2 Telecommunications Business Law
5.9.3.4 Middle East & Africa
5.9.3.4.1 Consumer Protection Regulations
5.9.3.5 Latin America
5.9.3.5.1 Telecommunications Laws
5.10 Patent Analysis
5.10.1 Methodology
5.10.2 Patents Filed, by Document Type
Table 14 Patents Filed, 2013-2023
5.10.3 Innovation and Patent Applications
Figure 29 Total Number of Patents Granted, 2013-2023
5.10.3.1 Top 10 Patent Applicants in Cloud-based Contact Center Market
Figure 30 Top 10 Applicants in Cloud-based Contact Center Market, 2013-2023
Table 15 Top 20 Patent Owners in Cloud-based Contact Center Market, 2013-2023
Table 16 List of Patents Granted in Cloud-based Contact Center Market, 2022-2023
Figure 31 Regional Analysis of Patents Granted, 2013-2023
5.11 Pricing Analysis
5.11.1 Average Selling Prices of Key Players: Top 3 Applications
Figure 32 Average Selling Prices of Key Players: Top 3 Applications
Table 17 Average Selling Prices of Key Players for Top 3 Applications (USD)
5.11.2 Indicative Pricing Analysis, by Offering
Table 18 Indicative Pricing Levels of Cloud-based Contact Center Software, by Offering
5.12 Key Conferences and Events, 2024-2025
Table 19 Cloud-based Contact Center Market: Detailed List of Conferences and Events, 2024-2025
5.13 Porter's Five Forces Analysis
Table 20 Porter's Five Forces’ Impact on Cloud-based Contact Center Market
Figure 33 Porter's Five Forces Analysis: Cloud-based Contact Center Market
5.13.1 Threat of New Entrants
5.13.2 Threat of Substitutes
5.13.3 Bargaining Power of Suppliers
5.13.4 Bargaining Power of Buyers
5.13.5 Intensity of Competitive Rivalry
5.14 Investment Landscape and Funding Scenario
Figure 34 Cloud-based Contact Center Market: Investment Landscape and Funding Scenario (USD Million and Number of Funding Rounds)
5.15 Cloud-based Contact Center Business Models
5.15.1 Subscription-based Models
5.15.2 Pay-Per-Use Model
5.15.3 Tiered Pricing Model
5.15.4 Perpetual License Model
5.15.5 Hybrid Model
5.15.6 Customized Pricing Model
5.16 Benefits of Transitioning Contact Center to Cloud
5.17 Trends/Disruptions Impacting Customers’ Businesses
Figure 35 Trends/Disruptions Impacting Customers’ Businesses
5.18 Key Stakeholders & Buying Criteria
5.18.1 Key Stakeholders in Buying Process
Figure 36 Influence of Stakeholders on Buying Process for Top Three Applications
Table 21 Influence of Stakeholders on Buying Process for Top Three Applications
5.18.2 Buying Criteria
Figure 37 Key Buying Criteria for Top Three Applications
Table 22 Key Buying Criteria for Top Three Applications
6 Cloud-based Contact Center Market, by Offering
6.1 Introduction
6.1.1 Offering: Cloud-based Contact Center Market Drivers
Figure 38 Services Segment to Grow at Higher CAGR During Forecast Period
Table 23 Cloud-based Contact Center Market, by Offering, 2019-2023 (USD Million)
Table 24 Cloud-based Contact Center Market, by Offering, 2024-2029 (USD Million)
6.2 Software by Type
Figure 39 Reporting & Analytics Segment to Grow at Highest CAGR During Forecast Period
Table 25 Cloud-based Contact Center Software Market, by Type, 2019-2023 (USD Million)
Table 26 Cloud-based Contact Center Software Market, by Type, 2024-2029 (USD Million)
6.2.1 Omnichannel Routing
6.2.1.1 Omnichannel Routing to Help Calls and Assign Tasks to Agents Based on Their Expertise and Experience
Table 27 Omnichannel Routing: Cloud-based Contact Center Software Market, by Region, 2019-2023 (USD Million)
Table 28 Omnichannel Routing: Cloud-based Contact Center Software Market, by Region, 2024-2029 (USD Million)
6.2.1.2 Ivr
6.2.1.3 Automatic Call Distribution (Acd)
6.2.1.4 Voice Call Recording
6.2.1.5 Dialers
6.2.2 Workforce Engagement Management
6.2.2.1 Workforce Engagement to Include Faster Resolution, Improve Agent Productivity, and Increase Customer Retention
Table 29 Workforce Engagement Management: Cloud-based Contact Center Software Market, by Region, 2019-2023 (USD Million)
Table 30 Workforce Engagement Management: Cloud-based Contact Center Software Market, by Region, 2024-2029 (USD Million)
6.2.2.1.1 Workforce Optimization
6.2.2.1.2 Training and Coaching
6.2.2.1.3 Forecasting and Scheduling
6.2.2.1.4 Knowledge Management
6.2.2.1.5 Resource Management
6.2.3 Reporting & Analytics
6.2.3.1 Reporting and Analytics to Identify Trends, Model Data, and Predict Outcomes Related to Kpis and Slas
Table 31 Reporting & Analytics: Cloud-based Contact Center Software Market, by Region, 2019-2023 (USD Million)
Table 32 Reporting & Analytics: Cloud-based Contact Center Software Market, by Region, 2024-2029 (USD Million)
6.2.3.1.1 Real-Time Speech & Text Analytics
6.2.3.1.2 Historic Reporting Tools
6.2.3.1.3 Performance Analytics & Reporting Software
6.2.3.1.4 Ad Hoc Query & Analysis Tools
6.2.4 Customer Engagement Management
6.2.4.1 Customer Engagement Management to Identify Customer Preferences and Develop Business Strategies
Table 33 Customer Engagement Management: Cloud-based Contact Center Software Market, by Region, 2019-2023 (USD Million)
Table 34 Customer Engagement Management: Cloud-based Contact Center Software Market, by Region, 2024-2029 (USD Million)
6.2.4.1.1 Multichannel Communication Platform
6.2.4.1.2 Crm Integration Tools
6.2.4.1.3 Customer Feedback & Satisfaction Monitoring Tools
6.2.5 Other Software Types
Table 35 Other Software Types: Cloud-based Contact Center Software Market, by Region, 2019-2023 (USD Million)
Table 36 Other Software Types: Cloud-based Contact Center Software Market, by Region, 2024-2029 (USD Million)
6.3 Software by Engagement Type
Figure 40 Blended Segment to Grow at Highest CAGR During Forecast Period
Table 37 Cloud-based Contact Center Software Market, by Engagement Type, 2019-2023 (USD Million)
Table 38 Cloud-based Contact Center Software Market, by Engagement Type, 2024-2029 (USD Million)
6.3.1 Inbound
6.3.1.1 Inbound Solutions Efficiently Manage High Call Volumes while Ensuring Prompt and Personalized Assistance
Table 39 Inbound: Cloud-based Contact Center Software Market, by Region, 2019-2023 (USD Million)
Table 40 Inbound: Cloud-based Contact Center Software Market, by Region, 2024-2029 (USD Million)
6.3.2 Outbound
6.3.2.1 Outbound Cloud-based Contact Center Software Enabling Industries to Drive Revenue Growth and Expand Market Reach
Table 41 Outbound: Cloud-based Contact Center Software Market, by Region, 2019-2023 (USD Million)
Table 42 Outbound: Cloud-based Contact Center Software Market, by Region, 2024-2029 (USD Million)
6.3.3 Blended
6.3.3.1 Blended Contact Center Software to Enable Organizations to Maintain Agility and Adaptability in Today's Fast-Paced Business Landscape
Table 43 Blended: Cloud-based Contact Center Software Market, by Region, 2019-2023 (USD Million)
Table 44 Blended: Cloud-based Contact Center Software Market, by Region, 2024-2029 (USD Million)
6.4 Software by Deployment Mode
Figure 41 Private Segment to Grow at Highest CAGR During Forecast Period
Table 45 Cloud-based Contact Center Software Market, by Deployment Mode, 2019-2023 (USD Million)
Table 46 Cloud-based Contact Center Software Market, by Deployment Mode, 2024-2029 (USD Million)
6.4.1 Public
6.4.1.1 Public Clouds to be Attractive Option for SMEs Seeking Cost-Effective Solutions
Table 47 Public: Cloud-based Contact Center Software Market, by Region, 2019-2023 (USD Million)
Table 48 Public: Cloud-based Contact Center Software Market, by Region, 2024-2029 (USD Million)
6.4.2 Private
6.4.2.1 Private Cloud Deployments Typically Entail Higher Upfront Costs and Necessitate Internal IT Expertise for Management and Maintenance
Table 49 Private: Cloud-based Contact Center Software Market, by Region, 2019-2023 (USD Million)
Table 50 Private: Cloud-based Contact Center Software Market, by Region, 2024-2029 (USD Million)
6.4.3 Hybrid
6.4.3.1 Hybrid Cloud Solutions to Enable Large Enterprises to Navigate Intricacies of Modern IT Environments with Ease
Table 51 Hybrid: Cloud-based Contact Center Software Market, by Region, 2019-2023 (USD Million)
Table 52 Hybrid: Cloud-based Contact Center Software Market, by Region, 2024-2029 (USD Million)
6.5 Services
Figure 42 Managed Services Segment to Grow at Higher CAGR During Forecast Period
Table 53 Cloud-based Contact Center Market, by Service, 2019-2023 (USD Million)
Table 54 Cloud-based Contact Center Market, by Service, 2024-2029 (USD Million)
Table 55 Services: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 56 Services: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
6.5.1 Professional Services
Figure 43 Support & Maintenance Services to Grow at Highest CAGR During Forecast Period
Table 57 Cloud-based Contact Center Market, by Professional Service, 2019-2023 (USD Million)
Table 58 Cloud-based Contact Center Market, by Professional Service, 2024-2029 (USD Million)
Table 59 Professional Services: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 60 Professional Services: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
6.5.1.1 Consulting & Advisory
6.5.1.1.1 Consulting Services to Ensure Smooth Implementation and Integration of Solutions
Table 61 Consulting & Advisory: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 62 Consulting & Advisory: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
6.5.1.2 Integration & Deployment
6.5.1.2.1 Integration and Deployment Services to Maximize Efficiency, Functionality, and Value of Cloud-based Contact Center Solutions
Table 63 Integration & Deployment: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 64 Integration & Deployment: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
6.5.1.3 Support & Maintenance
6.5.1.3.1 Support & Maintenance Services to Ensure Smooth Operation and Identification of Issues
Table 65 Support & Maintenance: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 66 Support & Maintenance: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
6.5.1.4 Training & Education
6.5.1.4.1 Training Services to Maximize Return on Investment in Cloud-based Contact Center Technology
Table 67 Training & Education: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 68 Training & Education: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
6.5.2 Managed Services
Table 69 Managed Services: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 70 Managed Services: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
7 Cloud-based Contact Center Market, by Communication Channel
7.1 Introduction
7.1.1 Communication Channel: Cloud-based Contact Center Market Drivers
Figure 44 Self-Service Segment to Grow at Highest CAGR During Forecast Period
Table 71 Cloud-based Contact Center Market, by Communication Channel, 2019-2023 (USD Million)
Table 72 Cloud-based Contact Center Market, by Communication Channel, 2024-2029 (USD Million)
7.2 Voice
7.2.1 With Features Like Acd and Call Recording, Cloud-based Platforms Ensure Efficient Call Handling and Agent Performance Monitoring
Table 73 Voice: Communication Channel in Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 74 Voice: Communication Channel in Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
7.2.1.1 Phone
7.2.1.2 Voip
7.2.1.3 Virtual Phone System
7.3 Digital
7.3.1 Optimizing Digital Communication in Cloud-based Contact Centers for Enhanced Efficiency
Table 75 Digital: Communication Channel in Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 76 Digital: Communication Channel in Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
7.3.1.1 Email
7.3.1.2 Live Chat
7.3.1.3 Sms
7.3.1.4 Social Media
7.3.1.5 Instant Messaging Services
7.3.1.6 Video Chat
7.3.1.7 Web Forms
7.4 Self-Service
7.4.1 Transforming Customer Support by Mastering Self-Service in Cloud-based Contact Centers
Table 77 Self-Service: Communication Channel in Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 78 Self-Service: Communication Channel in Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
7.4.1.1 Ivr
7.4.1.2 Chatbot
7.4.1.3 Virtual Assistant
8 Cloud-based Contact Center Market, by Application
8.1 Introduction
8.1.1 Application: Cloud-based Contact Center Market Drivers
Figure 45 Helpdesk Management Segment to Grow at Highest CAGR During Forecast Period
Table 79 Cloud-based Contact Center Market, by Application, 2019-2023 (USD Million)
Table 80 Cloud-based Contact Center Market, by Application, 2024-2029 (USD Million)
8.2 Marketing Automation
8.2.1 Deployment of Marketing Automation for Elevation of Customer Engagement
Table 81 Marketing Automation: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 82 Marketing Automation: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
8.3 Social Media Management
8.3.1 Maximization of Social Media Management Efficiency in Cloud-based Contact Center Market
Table 83 Social Media Management: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 84 Social Media Management: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
8.4 Helpdesk Management
8.4.1 Empowering Businesses by Delivering Superior Customer Service Through Helpdesk Optimization
Table 85 Helpdesk Management: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 86 Helpdesk Management: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
8.5 Business Intelligence
8.5.1 Integration of Business Intelligence Tools Essential for Delivering Seamless Experiences Across Communication Channels
Table 87 Business Intelligence: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 88 Business Intelligence: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
8.6 Collaboration and Productivity
8.6.1 Cloud Technology to Facilitate Collaboration Among Agents, Fostering Teamwork and Knowledge Sharing
Table 89 Collaboration & Productivity: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 90 Collaboration & Productivity: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
8.7 Customer Relationship Management (Crm)
8.7.1 Crm Integrated Cloud-based Contact Services to Streamline Operations and Improve Efficiency and Productivity
Table 91 Crm: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 92 Crm: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
8.8 Other Applications
Table 93 Other Applications: Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 94 Other Applications: Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
9 Cloud-based Contact Center Market, by Vertical
9.1 Introduction
9.1.1 Vertical: Cloud-based Contact Center Market Drivers
Figure 46 Healthcare & Life Sciences Segment to Grow at Highest CAGR During Forecast Period
Table 95 Cloud-based Contact Center Market, by Vertical, 2019-2023 (USD Million)
Table 96 Cloud-based Contact Center Market, by Vertical, 2024-2029 (USD Million)
9.2 Bfsi
9.2.1 Cloud-based Contact Center Solutions to Enhance Operational Efficiency and Security in Financial Institutions
Table 97 Cloud-based Contact Center Market in Bfsi, by Region, 2019-2023 (USD Million)
Table 98 Cloud-based Contact Center Market in Bfsi, by Region, 2024-2029 (USD Million)
9.2.2 Bfsi Use Cases
9.2.2.1 Loan and Mortgage Application Processing
9.2.2.2 Investment Advisory Services
9.2.2.3 Insurance Claims Processing
9.2.2.4 Fraud Detection and Prevention
9.2.2.5 Others
9.3 Retail & Consumer Goods
9.3.1 Need for Faster Decision-Making, Customer-Centric Market Strategies, and Business Operations to Drive Market
Table 99 Cloud-based Contact Center Market in Retail & Consumer Goods, by Region, 2019-2023 (USD Million)
Table 100 Cloud-based Contact Center Market in Retail & Consumer Goods, by Region, 2024-2029 (USD Million)
9.3.2 Retail & Consumer Goods Use Cases
9.3.2.1 Order Management and Tracking
9.3.2.2 Return and Exchanges Processing
9.3.2.3 Product Inquiries and Recommendations
9.3.2.4 E-Commerce Customer Support
9.3.2.5 Others
9.4 Telecom
9.4.1 Need for Comprehensive Analytics and Reporting Tools to Boost Demand for Cloud-based Contact Center Software
Table 101 Cloud-based Contact Center Market in Telecom, by Region, 2019-2023 (USD Million)
Table 102 Cloud-based Contact Center Market in Telecom, by Region, 2024-2029 (USD Million)
9.4.2 Telecom Use Cases
9.4.2.1 Service Activation and Troubleshooting
9.4.2.2 Technical Support Services
9.4.2.3 Billing Inquiries and Payments
9.4.2.4 Plan Upgrades and Changes
9.4.2.5 Others
9.5 Travel and Hospitality
9.5.1 Cloud-based Contact Center Solutions to Transform Travel and Hospitality Customer Service
Table 103 Cloud-based Contact Center Market in Travel & Hospitality, by Region, 2019-2023 (USD Million)
Table 104 Cloud-based Contact Center Market in Travel & Hospitality, by Region, 2024-2029 (USD Million)
9.5.2 Travel and Hospitality Use Cases
9.5.2.1 Reservation and Booking Assistance
9.5.2.2 Travel Itinerary Changes
9.5.2.3 Flight or Hotel Status Updates
9.5.2.4 Loyalty Program Inquiries and Claims Processing
9.5.2.5 Others
9.6 Healthcare & Life Sciences
9.6.1 Need to Manage Appointment Scheduling, Ensure Patient Adherence to Treatment Plans, and Streamline Appointment Processes to Drive Market
Table 105 Cloud-based Contact Center Market in Healthcare & Life Sciences, by Region, 2019-2023 (USD Million)
Table 106 Cloud-based Contact Center Market in Healthcare & Life Sciences, by Region, 2024-2029 (USD Million)
9.6.2 Healthcare and Life Sciences Use Cases
9.6.2.1 Appointment Scheduling and Reminders
9.6.2.2 Telemedicine and Remote Patient Monitoring
9.6.2.3 Patient Inquiries and Support
9.6.2.4 Health Insurance Inquiries and Claims Processing
9.6.2.5 Others
9.7 Transportation and Logistics
9.7.1 Revolutionizing Transportation and Logistics by Leveraging Cloud-based Solutions for Enhanced Communication and Operations to Drive Growth
Table 107 Cloud-based Contact Center Market in Transportation & Logistics, by Region, 2019-2023 (USD Million)
Table 108 Cloud-based Contact Center Market in Transportation & Logistics, by Region, 2024-2029 (USD Million)
9.7.2 Transportation and Logistics Use Cases
9.7.2.1 Delivery Scheduling and Rerouting
9.7.2.2 Freight Rate Quotes and Booking
9.7.2.3 Shipment Tracking and Status Updates
9.7.2.4 Custom Clearance Assistance
9.7.2.5 Others
9.8 IT and Ites
9.8.1 Cloud-based Contact Centers to Maximize Customer Engagement and Operational Efficiency in IT, Ites, and Bpo Sectors
Table 109 Cloud-based Contact Center Market in IT & Ites, by Region, 2019-2023 (USD Million)
Table 110 Cloud-based Contact Center Market in IT & Ites, by Region, 2024-2029 (USD Million)
9.8.2 IT and Ites Use Case
9.8.2.1 Software Licensing Inquiries and Renewals
9.8.2.2 Developer Support and API Documentation
9.8.2.3 IT Infrastructure Monitoring and Management
9.8.2.4 Cloud Service Provisioning and Support
9.8.2.5 Others
9.9 Government and Public Sector
9.9.1 Need for Effective Communication, Progress Tracking, and Timely Issue Resolution to Drive Market
Table 111 Cloud-based Contact Center Market in Government & Public Sector, by Region, 2019-2023 (USD Million)
Table 112 Cloud-based Contact Center Market in Government & Public Sector, by Region, 2024-2029 (USD Million)
9.9.2 Government and Public Sector Use Cases
9.9.2.1 Citizen Inquiries and Support Services
9.9.2.2 Emergency Response and Disaster Management Support
9.9.2.3 Benefit Environment and Eligibility Verification
9.9.2.4 Permit and License Application Processing
9.9.2.5 Others
9.10 Media and Entertainment
9.10.1 Cloud-based Solutions Enhance Customer Interactions, Enabling Media and Entertainment Companies to Scale Globally
Table 113 Cloud-based Contact Center Market in Media & Entertainment, by Region, 2019-2023 (USD Million)
Table 114 Cloud-based Contact Center Market in Media & Entertainment, by Region, 2024-2029 (USD Million)
9.10.2 Media and Entertainment Use Cases
9.10.2.1 Audience Engagement and Support
9.10.2.2 Content Distribution and Subscription Management
9.10.2.3 Event Management and Ticketing
9.10.2.4 Content Moderation and Community Management
9.10.2.5 Others
9.11 Other Verticals
Table 115 Cloud-based Contact Center Market in Other Verticals, by Region, 2019-2023 (USD Million)
Table 116 Cloud-based Contact Center Market in Other Verticals, by Region, 2024-2029 (USD Million)
10 Cloud-based Contact Center Market, by Region
10.1 Introduction
Figure 47 India to Register Highest CAGR During Forecast Period
Figure 48 Asia-Pacific to Witness Highest CAGR During Forecast Period
Table 117 Cloud-based Contact Center Market, by Region, 2019-2023 (USD Million)
Table 118 Cloud-based Contact Center Market, by Region, 2024-2029 (USD Million)
10.2 North America
10.2.1 North America: Cloud-based Contact Center Market Drivers
10.2.2 North America: Impact of Recession
10.2.3 North America: Market Share Analysis of Key Players
Figure 49 North America: Market Share Analysis of Key Players
Figure 50 North America: Market Snapshot
Table 119 North America: Cloud-based Contact Center Market, by Offering, 2019-2023 (USD Million)
Table 120 North America: Cloud-based Contact Center Market, by Offering, 2024-2029 (USD Million)
Table 121 North America: Cloud-based Contact Center Software Market, by Type, 2019-2023 (USD Million)
Table 122 North America: Cloud-based Contact Center Software Market, by Type, 2024-2029 (USD Million)
Table 123 North America: Cloud-based Contact Center Software Market, by Engagement Type, 2019-2023 (USD Million)
Table 124 North America: Cloud-based Contact Center Software Market, by Engagement Type, 2024-2029 (USD Million)
Table 125 North America: Cloud-based Contact Center Software Market, by Deployment Mode, 2019-2023 (USD Million)
Table 126 North America: Cloud-based Contact Center Software Market, by Deployment Mode, 2024-2029 (USD Million)
Table 127 North America: Cloud-based Contact Center Market, by Service, 2019-2023 (USD Million)
Table 128 North America: Cloud-based Contact Center Market, by Service, 2024-2029 (USD Million)
Table 129 North America: Cloud-based Contact Center Market, by Professional Service, 2019-2023 (USD Million)
Table 130 North America: Cloud-based Contact Center Market, by Professional Service, 2024-2029 (USD Million)
Table 131 North America: Cloud-based Contact Center Market, by Communication Channel, 2019-2023 (USD Million)
Table 132 North America: Cloud-based Contact Center Market, by Communication Channel, 2024-2029 (USD Million)
Table 133 North America: Cloud-based Contact Center Market, by Application, 2019-2023 (USD Million)
Table 134 North America: Cloud-based Contact Center Market, by Application, 2024-2029 (USD Million)
Table 135 North America: Cloud-based Contact Center Market, by Vertical, 2019-2023 (USD Million)
Table 136 North America: Cloud-based Contact Center Market, by Vertical, 2024-2029 (USD Million)
Table 137 North America: Cloud-based Contact Center Market, by Country, 2019-2023 (USD Million)
Table 138 North America: Cloud-based Contact Center Market, by Country, 2024-2029 (USD Million)
10.2.4 US
10.2.4.1 High Readiness for Cloud Adoption to Enable Companies in US to Spend More on AI, ML, and Nlp-Enabled Cloud Contact Center Solutions
10.2.5 Canada
10.2.5.1 Canadian Organizations to Prioritize Delivering Exceptional Customer Experiences to Gain Competitive Edge
10.3 Europe
10.3.1 Europe: Cloud-based Contact Center Market Drivers
10.3.2 Europe: Impact of Recession
10.3.3 Europe: Market Share Analysis of Key Players
Figure 51 Europe: Market Share Analysis of Key Players
Table 139 Europe: Cloud-based Contact Center Market, by Offering, 2019-2023 (USD Million)
Table 140 Europe: Cloud-based Contact Center Market, by Offering, 2024-2029 (USD Million)
Table 141 Europe: Cloud-based Contact Center Software Market, by Type, 2019-2023 (USD Million)
Table 142 Europe: Cloud-based Contact Center Software Market, by Type, 2024-2029 (USD Million)
Table 143 Europe: Cloud-based Contact Center Software Market, by Engagement Type, 2019-2023 (USD Million)
Table 144 Europe: Cloud-based Contact Center Software Market, by Engagement Type, 2024-2029 (USD Million)
Table 145 Europe: Cloud-based Contact Center Software Market, by Deployment Mode, 2019-2023 (USD Million)
Table 146 Europe: Cloud-based Contact Center Software Market, by Deployment Mode, 2024-2029 (USD Million)
Table 147 Europe: Cloud-based Contact Center Market, by Service, 2019-2023 (USD Million)
Table 148 Europe: Cloud-based Contact Center Market, by Service, 2024-2029 (USD Million)
Table 149 Europe: Cloud-based Contact Center Market, by Professional Service, 2019-2023 (USD Million)
Table 150 Europe: Cloud-based Contact Center Market, by Professional Service, 2024-2029 (USD Million)
Table 151 Europe: Cloud-based Contact Center Market, by Communication Channel, 2019-2023 (USD Million)
Table 152 Europe: Cloud-based Contact Center Market, by Communication Channel, 2024-2029 (USD Million)
Table 153 Europe: Cloud-based Contact Center Market, by Application, 2019-2023 (USD Million)
Table 154 Europe: Cloud-based Contact Center Market, by Application, 2024-2029 (USD Million)
Table 155 Europe: Cloud-based Contact Center Market, by Vertical, 2019-2023 (USD Million)
Table 156 Europe: Cloud-based Contact Center Market, by Vertical, 2024-2029 (USD Million)
Table 157 Europe: Cloud-based Contact Center Market, by Country, 2019-2023 (USD Million)
Table 158 Europe: Cloud-based Contact Center Market, by Country, 2024-2029 (USD Million)
10.3.4 UK
10.3.4.1 UK Government to Take Digital Transformation Initiatives to Support Growing Demand from Citizens
10.3.5 Germany
10.3.5.1 German Government to Support Technology Adoption at Grassroots Level by Constantly Providing Practical Guidance to Companies
10.3.6 France
10.3.6.1 French Businesses Increasingly Prioritizing Customer Experience as Key Differentiator
10.3.7 Italy
10.3.7.1 Businesses Integrating Multiple Channels, Including Voice, Email, Chat, and Social Media, to Provide Customers with Omnichannel Experiences
10.3.8 Spain
10.3.8.1 As Spanish Businesses Continue to Prioritize Customer Satisfaction and Loyalty, Demand for Cloud-based Contact Center Solutions to Remain Strong
10.3.9 Rest of Europe
10.4 Asia-Pacific
10.4.1 Asia-Pacific: Cloud-based Contact Center Market Drivers
10.4.2 Asia-Pacific: Impact of Recession
10.4.3 Asia-Pacific: Market Share Analysis of Key Players
Figure 52 Asia-Pacific: Market Share Analysis of Key Players
Figure 53 Asia-Pacific: Market Snapshot
Table 159 Asia-Pacific: Cloud-based Contact Center Market, by Offering, 2019-2023 (USD Million)
Table 160 Asia-Pacific: Cloud-based Contact Center Market, by Offering, 2024-2029 (USD Million)
Table 161 Asia-Pacific: Cloud-based Contact Center Software Market, by Type, 2019-2023 (USD Million)
Table 162 Asia-Pacific: Cloud-based Contact Center Software Market, by Type, 2024-2029 (USD Million)
Table 163 Asia-Pacific: Cloud-based Contact Center Software Market, by Engagement Type, 2019-2023 (USD Million)
Table 164 Asia-Pacific: Cloud-based Contact Center Software Market, by Engagement Type, 2024-2029 (USD Million)
Table 165 Asia-Pacific: Cloud-based Contact Center Software Market, by Deployment Mode, 2019-2023 (USD Million)
Table 166 Asia-Pacific: Cloud-based Contact Center Software Market, by Deployment Mode, 2024-2029 (USD Million)
Table 167 Asia-Pacific: Cloud-based Contact Center Market, by Service, 2019-2023 (USD Million)
Table 168 Asia-Pacific: Cloud-based Contact Center Market, by Service, 2024-2029 (USD Million)
Table 169 Asia-Pacific: Cloud-based Contact Center Market, by Professional Service, 2019-2023 (USD Million)
Table 170 Asia-Pacific: Cloud-based Contact Center Market, by Professional Service, 2024-2029 (USD Million)
Table 171 Asia-Pacific: Cloud-based Contact Center Market, by Communication Channel, 2019-2023 (USD Million)
Table 172 Asia-Pacific: Cloud-based Contact Center Market, by Communication Channel, 2024-2029 (USD Million)
Table 173 Asia-Pacific: Cloud-based Contact Center Market, by Application, 2019-2023 (USD Million)
Table 174 Asia-Pacific: Cloud-based Contact Center Market, by Application, 2024-2029 (USD Million)
Table 175 Asia-Pacific: Cloud-based Contact Center Market, by Vertical, 2019-2023 (USD Million)
Table 176 Asia-Pacific: Cloud-based Contact Center Market, by Vertical, 2024-2029 (USD Million)
Table 177 Asia-Pacific: Cloud-based Contact Center Market, by Country/Region, 2019-2023 (USD Million)
Table 178 Asia-Pacific: Cloud-based Contact Center Market, by Country/Region, 2024-2029 (USD Million)
10.4.4 India
10.4.4.1 Demand for Advanced Cloud-based Contact Center Solutions Expected to Further Accelerate in India
10.4.5 Japan
10.4.5.1 Japanese Cloud-based Contact Center Market Characterized by Strong Focus on Operational Efficiency, Workforce Optimization, and Regulatory Compliance
10.4.6 China
10.4.6.1 China's Cloud-based Contact Center Market Characterized by Rapid Innovation and Adoption of Advanced Technologies
10.4.7 Asean Countries
10.4.7.1 Companies Operating in Asean Countries Encouraging Organizations to Invest in Cloud-based Contact Center Solutions to Enhance Their Competitive Edge
10.4.8 South Korea
10.4.8.1 Adoption of Cloud-based Contact Centers to Enhance Operations and Customer Interactions of Businesses in South Korea
10.4.9 Australia & New Zealand (Anz)
10.4.9.1 Customer Experience, Strong Service-Oriented Sectors, and High Level of Technology Adoption to Drive Market
10.4.10 Rest of Asia-Pacific
10.5 Middle East & Africa
10.5.1 Middle East & Africa: Cloud-based Contact Center Market Drivers
10.5.2 Middle East & Africa: Impact of Recession
Table 179 Middle East & Africa: Cloud-based Contact Center Market, by Offering, 2019-2023 (USD Million)
Table 180 Middle East & Africa: Cloud-based Contact Center Market, by Offering, 2024-2029 (USD Million)
Table 181 Middle East & Africa: Cloud-based Contact Center Software Market, by Type, 2019-2023 (USD Million)
Table 182 Middle East & Africa: Cloud-based Contact Center Software Market, by Type, 2024-2029 (USD Million)
Table 183 Middle East & Africa: Cloud-based Contact Center Software Market, by Engagement Type, 2019-2023 (USD Million)
Table 184 Middle East & Africa: Cloud-based Contact Center Software Market, by Engagement Type, 2024-2029 (USD Million)
Table 185 Middle East & Africa: Cloud-based Contact Center Software Market, by Deployment Mode, 2019-2023 (USD Million)
Table 186 Middle East & Africa: Cloud-based Contact Center Software Market, by Deployment Mode, 2024-2029 (USD Million)
Table 187 Middle East & Africa: Cloud-based Contact Center Market, by Service, 2019-2023 (USD Million)
Table 188 Middle East & Africa: Cloud-based Contact Center Market, by Service, 2024-2029 (USD Million)
Table 189 Middle East & Africa: Cloud-based Contact Center Market, by Professional Service, 2019-2023 (USD Million)
Table 190 Middle East & Africa: Cloud-based Contact Center Market, by Professional Service, 2024-2029 (USD Million)
Table 191 Middle East & Africa: Cloud-based Contact Center Market, by Communication Channel, 2019-2023 (USD Million)
Table 192 Middle East & Africa: Cloud-based Contact Center Market, by Communication Channel, 2024-2029 (USD Million)
Table 193 Middle East & Africa: Cloud-based Contact Center Market, by Application, 2019-2023 (USD Million)
Table 194 Middle East & Africa: Cloud-based Contact Center Market, by Application, 2024-2029 (USD Million)
Table 195 Middle East & Africa: Cloud-based Contact Center Market, by Vertical, 2019-2023 (USD Million)
Table 196 Middle East & Africa: Cloud-based Contact Center Market, by Vertical, 2024-2029 (USD Million)
Table 197 Middle East & Africa: Cloud-based Contact Center Market, by Country, 2019-2023 (USD Million)
Table 198 Middle East & Africa: Cloud-based Contact Center Market, by Country, 2024-2029 (USD Million)
10.5.3 Saudi Arabia
10.5.3.1 Initiatives Such as Vision 2030 and National Transformation Program to Drive Market
10.5.4 Uae
10.5.4.1 Technology-Related Advancements Expected to Increase Adoption of Contact Center Solutions Across Industries in Uae
10.5.5 South Africa
10.5.5.1 Integration of AI and Automation Technologies to Shape Cloud-based Contact Center Market in South Africa
10.5.6 Qatar
10.5.6.1 Growing Emphasis on Data Security and Compliance in Qatar to Drive Adoption of Cloud-based Contact Center Solutions
10.5.7 Egypt
10.5.7.1 Egypt to Prioritize Customer Experience and Operational Efficiency, Driving Cloud-based Contact Center Solution Market Growth
10.5.8 Rest of Middle East & Africa
10.6 Latin America
10.6.1 Latin America: Cloud-based Contact Center Market Drivers
10.6.2 Latin America: Impact of Recession
Table 199 Latin America: Cloud-based Contact Center Market, by Offering, 2019-2023 (USD Million)
Table 200 Latin America: Cloud-based Contact Center Market, by Offering, 2024-2029 (USD Million)
Table 201 Latin America: Cloud-based Contact Center Software Market, by Type, 2019-2023 (USD Million)
Table 202 Latin America: Cloud-based Contact Center Software Market, by Type, 2024-2029 (USD Million)
Table 203 Latin America: Cloud-based Contact Center Software Market, by Engagement Type, 2019-2023 (USD Million)
Table 204 Latin America: Cloud-based Contact Center Software Market, by Engagement Type, 2024-2029 (USD Million)
Table 205 Latin America: Cloud-based Contact Center Software Market, by Deployment Mode, 2019-2023 (USD Million)
Table 206 Latin America: Cloud-based Contact Center Software Market, by Deployment Mode, 2024-2029 (USD Million)
Table 207 Latin America: Cloud-based Contact Center Market, by Service, 2019-2023 (USD Million)
Table 208 Latin America: Cloud-based Contact Center Market, by Service, 2024-2029 (USD Million)
Table 209 Latin America: Cloud-based Contact Center Market, by Professional Service, 2019-2023 (USD Million)
Table 210 Latin America: Cloud-based Contact Center Market, by Professional Service, 2024-2029 (USD Million)
Table 211 Latin America: Cloud-based Contact Center Market, by Communication Channel, 2019-2023 (USD Million)
Table 212 Latin America: Cloud-based Contact Center Market, by Communication Channel, 2024-2029 (USD Million)
Table 213 Latin America: Cloud-based Contact Center Market, by Application, 2019-2023 (USD Million)
Table 214 Latin America: Cloud-based Contact Center Market, by Application, 2024-2029 (USD Million)
Table 215 Latin America: Cloud-based Contact Center Market, by Vertical, 2019-2023 (USD Million)
Table 216 Latin America: Cloud-based Contact Center Market, by Vertical, 2024-2029 (USD Million)
Table 217 Latin America: Cloud-based Contact Center Market, by Country, 2019-2023 (USD Million)
Table 218 Latin America: Cloud-based Contact Center Market, by Country, 2024-2029 (USD Million)
10.6.3 Brazil
10.6.3.1 Shift Toward Cloud-based Contact Center Solutions for Flexibility and Cost-Effectiveness to Accelerate Market
10.6.4 Mexico
10.6.4.1 Government Initiatives to Attract Foreign Investment, Digital Advancement, and Technical Expertise to Drive Market
10.6.5 Argentina
10.6.5.1 Argentina's Expanding Outsourcing Industry to Drive Adoption of Cloud-based Contact Centers
10.6.6 Rest of Latin America
11 Competitive Landscape
11.1 Overview
11.2 Key Player Strategies/Right to Win
Table 219 Overview of Strategies Adopted by Key Cloud-based Contact Center Vendors
11.3 Revenue Analysis
Figure 54 Top Five Players Dominating Market from 2019 to 2023 (USD Million)
11.4 Market Share Analysis
Figure 55 Share of Leading Companies in Cloud-based Contact Center Market, 2023
11.4.1 Market Ranking Analysis
Table 220 Cloud-based Contact Center Market: Degree of Competition
11.5 Brand Comparative Analysis
Figure 56 Brand Comparative Analysis
11.6 Company Valuation and Financial Metrics of Key Vendors
Figure 57 Company Valuation and Financial Metrics of Key Vendors
Figure 58 Year-To-Date (Ytd) Price Total Return and 5-Year Stock Beta of Key Vendors
11.7 Company Evaluation Matrix: Key Players, 2023
11.7.1 Stars
11.7.2 Emerging Leaders
11.7.3 Pervasive Players
11.7.4 Participants
Figure 59 Cloud-based Contact Center Market: Company Evaluation Matrix (Key Players), 2023
11.7.5 Company Footprint: Key Players, 2023
11.7.5.1 Company Footprint
Figure 60 Company Footprint (24 Companies)
11.7.5.2 Region Footprint
Table 221 Region Footprint (24 Companies)
11.7.5.3 Application Footprint
Table 222 Application Footprint (24 Companies)
11.7.5.4 Vertical Footprint
Table 223 Vertical Footprint (24 Companies)
11.7.5.5 Offering Footprint
Table 224 Offering Footprint (24 Companies)
11.8 Company Evaluation Matrix: Startups/SMEs, 2023
11.8.1 Progressive Companies
11.8.2 Responsive Companies
11.8.3 Dynamic Companies
11.8.4 Starting Blocks
Figure 61 Cloud-based Contact Center Market: Company Evaluation Matrix (Startups/SMEs), 2023
11.8.5 Competitive Benchmarking: Startups/SMEs, 2023
11.8.5.1 Detailed List of Key Startups/SMEs
Table 225 Cloud-based Contact Center Market: Detailed List of Key Startups/SMEs
11.8.5.2 Competitive Benchmarking of Key Startups/SMEs
Table 226 Cloud-based Contact Center Market: Competitive Benchmarking of Startups/SMEs
11.9 Competitive Scenario and Trends
11.9.1 Product Launches & Enhancements
Table 227 Cloud-based Contact Center Market: Product Launches & Enhancements, January 2021-March 2024
11.9.2 Deals
Table 228 Cloud-based Contact Center Market: Deals, January 2021-March 2024
12 Company Profiles
12.1 Introduction
12.2 Key Players
(Business Overview, Products/Solutions/Services Offered, Recent Developments, Analyst's View)*
12.2.1 Nice
Table 229 Nice: Company Overview
Figure 62 Nice: Company Snapshot
Table 230 Nice: Products/Solutions/Services Offered
Table 231 Nice: Product Launches and Enhancements
Table 232 Nice: Deals
12.2.2 Aws
Table 233 Aws: Company Overview
Figure 63 Aws: Company Snapshot
Table 234 Aws: Products/Solutions/Services Offered
Table 235 Aws: Product Launches and Enhancements
Table 236 Aws: Deals
12.2.3 Genesys
Table 237 Genesys: Company Overview
Table 238 Genesys: Products/Solutions/Services Offered
Table 239 Genesys: Product Launches and Enhancements
Table 240 Genesys: Deals
Table 241 Genesys: Others
12.2.4 Vonage
Table 242 Vonage: Company Overview
Table 243 Vonage: Products/Solutions/Services Offered
Table 244 Vonage: Product Launches and Enhancements
Table 245 Vonage: Deals
12.2.5 Five9
Table 246 Five9: Company Overview
Figure 64 Five9: Company Snapshot
Table 247 Five9: Products/Solutions/Services Offered
Table 248 Five9: Product Launches and Enhancements
Table 249 Five9: Deals
12.2.6 Talkdesk
Table 250 Talkdesk: Company Overview
Table 251 Talkdesk: Products/Solutions/Services Offered
Table 252 Talkdesk: Product Launches and Enhancements
Table 253 Talkdesk: Deals
12.2.7 Cisco
Table 254 Cisco: Company Overview
Figure 65 Cisco: Company Snapshot
Table 255 Cisco: Products/Solutions/Services Offered
Table 256 Cisco: Product Launches and Enhancements
12.2.8 Avaya
Table 257 Avaya: Company Overview
Table 258 Avaya: Products/Solutions/Services Offered
Table 259 Avaya: Product Launches and Enhancements
Table 260 Avaya: Deals
12.2.9 Zoho
Table 261 Zoho: Company Overview
Table 262 Zoho: Products/Solutions/Services Offered
Table 263 Zoho: Product Launches and Enhancements
Table 264 Zoho: Deals
12.2.10 8X8
Table 265 8X8: Company Overview
Figure 66 8X8: Company Snapshot
Table 266 8X8: Products/Solutions/Services Offered
Table 267 8X8: Product Launches and Enhancements
Table 268 8X8: Deals
12.2.11 Verizon
Table 269 Verizon: Company Overview
Figure 67 Verizon: Company Snapshot
Table 270 Verizon: Products/Solutions/Services Offered
Table 271 Verizon: Product Launches and Enhancements
12.2.12 Alvaria
Table 272 Alvaria: Company Overview
Table 273 Alvaria: Products/Solutions/Services Offered
Table 274 Alvaria: Deals
12.2.13 Amelia
Table 275 Amelia: Company Overview
Table 276 Amelia: Products/Solutions/Services Offered
Table 277 Amelia: Deals
*Details on Business Overview, Products/Solutions/Services Offered, Recent Developments, Analyst's View Might Not be Captured in Case of Unlisted Companies
12.3 Other Players
12.3.1 Twilio
12.3.2 Cloudwave
12.3.3 Content Guru
12.3.4 Ringcentral
12.3.5 3Clogic
12.3.6 Enghouse Interactive
12.3.7 Vocalcom
12.3.8 Evolve IP
12.3.9 Sprinklr
12.3.10 Mitel
12.3.11 Bt Group
12.4 Startup/SME Profiles
12.4.1 Pypestream
12.4.2 Techsee
12.4.3 Aircall
12.4.4 Sentient Machines
12.4.5 Nubitel
12.4.6 Justcall
12.4.7 Dailer360
12.4.8 Servetel
12.4.9 Neodove
12.4.10 Rulai
13 Adjacent and Related Markets
13.1 Introduction
13.2 Conversational AI Market - Global Forecast to 2030
13.2.1 Market Definition
13.2.2 Market Overview
13.2.3 Conversational AI Market, by Offering
Table 278 Conversational AI Market, by Offering, 2019-2023 (USD Million)
Table 279 Conversational AI Market, by Offering, 2024-2030 (USD Million)
13.2.4 Conversational AI Market, by Business Function
Table 280 Conversational AI Market, by Business Function, 2019-2023 (USD Million)
Table 281 Conversational AI Market, by Business Function, 2024-2030 (USD Million)
13.2.5 Conversational AI Market, by Conversational Agent Type
Table 282 Conversational AI Market, by Conversational Agent Type, 2019-2023 (USD Million)
Table 283 Conversational AI Market, by Conversational Agent Type, 2024-2030 (USD Million)
13.2.6 Conversational AI Market, by Integration Mode
Table 284 Conversational AI Market, by Integration Mode, 2019-2023 (USD Million)
Table 285 Conversational AI Market, by Integration Mode, 2024-2030 (USD Million)
13.2.7 Conversational AI Market, by Vertical
Table 286 Conversational AI Market, by Vertical, 2019-2023 (USD Million)
Table 287 Conversational AI Market, by Vertical, 2024-2030 (USD Million)
13.2.8 Conversational AI Market, by Region
Table 288 Conversational AI Market, by Region, 2019-2023 (USD Million)
Table 289 Conversational AI Market, by Region, 2024-2030 (USD Million)
13.3 Contact Center Software Market - Global Forecast to 2028
13.3.1 Market Definition
13.3.2 Market Overview
13.3.3 Contact Center Software Market, by Component
Table 290 Contact Center Software Market, by Component, 2017-2022 (USD Million)
Table 291 Contact Center Software Market, by Component, 2023-2028 (USD Million)
13.3.4 Contact Center Software Market, by Deployment Mode
Table 292 Contact Center Software Market, by Deployment Mode, 2017-2022 (USD Million)
Table 293 Contact Center Software Market, by Deployment Mode, 2023-2028 (USD Million)
13.3.5 Contact Center Software Market, by Organization Size
Table 294 Contact Center Software Market, by Organization Size, 2017-2022 (USD Million)
Table 295 Contact Center Software Market, by Organization Size, 2023-2028 (USD Million)
13.3.6 Contact Center Software Market, by Vertical
Table 296 Contact Center Software Market, by Vertical, 2017-2022 (USD Million)
Table 297 Contact Center Software Market, by Vertical, 2023-2028 (USD Million)
13.3.7 Contact Center Software Market, by Region
Table 298 Contact Center Software Market, by Region, 2017-2022 (USD Million)
Table 299 Contact Center Software Market, by Region, 2023-2028 (USD Million)
14 Appendix
14.1 Discussion Guide
14.2 Knowledgestore: The Subscription Portal
14.3 Customization Options
