Global Cloud-Based Contact Center Market

Table of Contents

Chapter 1 Introduction

• Overview
• Study Goals and Objectives
• Reasons for Doing This Study
• Scope of Report
• Methodology and Information Sources
• Geographic Breakdown
• Analyst's Credentials
• Publisher Custom Research
• Related Publisher Research Reports

Chapter 2 Summary and Highlights

Chapter 3 Market Overview

• Introduction
• Future of Cloud-Based Contact Centers
• Market Dynamics
• Drivers
• Restraints
• Impact of COVID-19 on the Global Market for Cloud-Based Contact Centers
• Solution Deployments
• Investments
• Collaborations
• Product Launches
• Free Trials

Chapter 4 Market Breakdown by Component

• Overview
• Solutions
• Automatic Call Distribution
• Agent Performance Optimization
• Dialers
• Interactive Voice Response
• Computer Telephony Integration
• Analytics and Reporting
• Services
• Professional Services
• Managed Services

Chapter 5 Market Breakdown by Deployment Mode

• Overview
• Public Cloud
• Private Cloud
• Hybrid Cloud

Chapter 6 Market Breakdown by Organization Size

• Overview
• Large Enterprises
• Small and Medium-Sized Enterprises

Chapter 7 Market Breakdown by End-User Industry

• Overview
• Banking, Financial Services and Insurance (BFSI)
• IT and Telecom
• Media and Entertainment
• Retail and Consumer
• Logistics and Transport
• Healthcare
• Other End-User Industries

Chapter 8 Market Breakdown by Region

• Overview
• North America
• Europe
• Asia-Pacific
• South America
• Middle East and Africa

Chapter 9 Competitive Landscape

• Market Ranking
• Strategic Analysis
• Product Innovations
• Collaborations and Partnerships
• Acquisitions and Market Expansions

Chapter 10 Company Profiles

• 1Stream Inc.
• 3Clogic Inc.
• 8X8 Inc.
• Amazon Web Services Inc.
• Avaya Inc.
• Avoxi Inc.
• Cisco Systems Inc.
• Five9 Inc.
• Genesys Telecommunications Laboratories Inc.
• Mitel Networks Corp.
• Nice Incontact Inc.
• Oracle Corp.
• Ringcentral Inc.
• Teleforge Corp.

Chapter 11 Appendix: List of Acronyms

List of Tables
Summary Table: Global Market for Cloud-Based Contact Centers, by Region, Through 2026
Table 1: Business Terms to Expect for an On-Premises Call Center Facility
Table 2: Global Market for Cloud-Based Contact Centers, by Component, Through 2026
Table 3: Global Market for Cloud-Based Contact Center Solutions, by Type, Through 2026
Table 4: Global Market for Cloud-Based Contact Center Solutions, by Region, Through 2026
Table 5: Global Market for Cloud-Based Contact Center Services, by Type, Through 2026
Table 6: Global Market for Cloud-Based Contact Center Services, by Region, Through 2026
Table 7: Global Market for Cloud-Based Contact Centers, by Deployment Mode, Through 2026
Table 8: Global Market for Public Cloud-Based Contact Centers, by Region, Through 2026
Table 9: Global Market for Private Cloud-Based Contact Centers, by Region, Through 2026
Table 10: Global Market for Hybrid Cloud-Based Contact Centers, by Region, Through 2026
Table 11: Global Market for Cloud-Based Contact Centers, by Organization Size, Through 2026
Table 12: Global Market for Cloud-Based Contact Centers for Large Enterprises, by Region, Through 2026
Table 13: Global Market for Cloud-Based Contact Centers for SMEs, by Region, Through 2026
Table 14: Global Market for Cloud-Based Contact Centers, by End-User Industry, Through 2026
Table 15: Global Market for Cloud-Based Contact Centers in BFSI, by Region, Through 2026
Table 16: Global Market for Cloud-Based Contact Centers in IT and Telecom, by Region, Through 2026
Table 17: Global Market for Cloud-Based Contact Centers in Media and Entertainment, by Region, Through 2026
Table 18: Global Market for Cloud-Based Contact Centers in Retail and Consumer, by Region, Through 2026
Table 19: Global Market for Cloud-Based Contact Centers in Logistics and Transport, by Region, Through 2026
Table 20: Global Market for Cloud-Based Contact Centers in Healthcare, by Region, Through 2026
Table 21: Global Market for Cloud-Based Contact Centers in Other End-User Industries, by Region, Through 2026
Table 22: Global Market for Cloud-Based Contact Centers, by Region, Through 2026
Table 23: North American Market for Cloud-Based Contact Centers, by Component, Through 2026
Table 24: North American Market for Cloud-Based Contact Centers, by Deployment Mode, Through 2026
Table 25: North American Market for Cloud-Based Contact Centers, by Organization Size, Through 2026
Table 26: North American Market for Cloud-Based Contact Centers, by End-user Industry, Through 2026
Table 27: European Market for Cloud-Based Contact Centers, by Component, Through 2026
Table 28: European Market for Cloud-Based Contact Centers, by Deployment Mode, Through 2026
Table 29: European Market for Cloud-Based Contact Centers, by Organization Size, Through 2026
Table 30: European Market for Cloud-Based Contact Centers, by End-User Industry, Through 2026
Table 31: Asia-Pacific Market for Cloud-Based Contact Centers, by Component, Through 2026
Table 32: Asia-Pacific Market for Cloud-Based Contact Centers, by Deployment Mode, Through 2026
Table 33: Asia-Pacific Market for Cloud-Based Contact Centers, by Organization Size, Through 2026
Table 34: Asia-Pacific Market for Cloud-Based Contact Centers, by End-User Industry, Through 2026
Table 35: South American Market for Cloud-Based Contact Centers, by Component, Through 2026
Table 36: South American Market for Cloud-Based Contact Centers, by Deployment Mode, Through 2026
Table 37: South American Market for Cloud-Based Contact Centers, by Organization Size, Through 2026
Table 38: South American Market for Cloud-Based Contact Centers, by End-User Industry, Through 2026
Table 39: Middle East and African Market for Cloud-Based Contact Centers, by Component, Through 2026
Table 40: Middle East and African Market for Cloud-Based Contact Centers, by Deployment Mode, Through 2026
Table 41: Middle East and African Market for Cloud-Based Contact Centers, by Organization Size, Through 2026
Table 42: Middle East and African Market for Cloud-Based Contact Centers, by End-User Industry, Through 2026
Table 43: Top Cloud-Based Contact Center Providers, 2020
Table 44: Product Innovations in the Global Market for Cloud-Based Contact Centers, May 2020 to November 2021
Table 45: Collaborations and Partnerships in the Global Market for Cloud-Based Contact Centers, May 2020 to November 2021
Table 46: Acquisitions and Market Expansions in the Global Market for Cloud-based Contact Centers, April 2020 to July 2021
Table 47: 1Stream Inc.: Cloud-Based Contact Center Offerings
Table 48: 3Clogic Inc.: Cloud-based Contact Center Offerings
Table 49: 3Clogic Inc.: Recent Developments, 2020
Table 50: 8X8 Inc.: Recent Financial Performance, 2019-2021
Table 51: 8X8 Inc.: Cloud-Based Contact Center Offerings
Table 52: 8X8 Inc.: Recent Developments, 2021
Table 53: Amazon Web Services Inc.: Recent Financial Performance, 2018-2020
Table 54: Amazon Web Services Inc.: Cloud-Based Contact Center Offerings
Table 55: Amazon Web Services Inc.: Recent Developments, 2020
Table 56: Avaya Inc.: Recent Financial Performance, 2018-2020
Table 57: Avaya Inc.: Cloud-Based Contact Center Offerings
Table 58: Avaya Inc.: Recent Developments, 2020
Table 59: Avoxi Inc.: Cloud-Based Contact Center Offerings
Table 60: Avoxi Inc.: Recent Developments, 2020
Table 61: Cisco Systems Inc.: Recent Financial Performance, 2018-2020
Table 62: Cisco Systems Inc.: Cloud-Based Contact Center Offerings
Table 63: Cisco Systems Inc.: Recent Developments, 2020 and 2021
Table 64: Five9 Inc.: Recent Financial Performance, 2018-2020
Table 65: Five9 Inc.: Cloud-Based Contact Center Offerings
Table 66: Five9 Inc.: Recent Developments, 2020
Table 67: Genesys Telecommunications Laboratories Inc.: Cloud-Based Contact Center Offerings
Table 68: Genesys Telecommunications Laboratories Inc.: Recent Developments, 2020 and 2021
Table 69: Mitel Networks Corp.: Cloud-Based Contact Center Offerings
Table 70: Mitel Networks Corp.: Recent Developments, 2020
Table 71: Nice inContact Inc.: Recent Financial Performance, 2018-2020
Table 72: Nice inContact Inc.: Cloud-Based Contact Center Offerings
Table 73: Nice inContact Inc.: Recent Developments, 2020 and 2021
Table 74: Oracle Corp.: Recent Financial Performance, 2019-2021
Table 75: Oracle Corp.: Cloud-Based Contact Center Offerings
Table 76: RingCentral Inc.: Recent Financial Performance, 2018-2020
Table 77: RingCentral Inc.: Cloud-Based Contact Center Offerings
Table 78: RingCentral Inc.: Recent Developments, 2020 and 2021
Table 79: Teleforge Corp.: Cloud-Based Contact Center Offerings
Table 80: Acronyms Used in This Report

List of Figures
Summary Figure: Global Market Shares of Cloud-Based Contact Centers, by Region, 2020
Figure 1: Global Market Shares of Cloud-Based Contact Centers, by Component, 2020
Figure 2: Global Market Shares of Cloud-Based Contact Centers Solutions, by Type, 2020
Figure 3: Global Market Shares of Cloud-Based Contact Center Solutions, by Region, 2020
Figure 4: Global Market for Automatic Call Distribution in Cloud-Based Contact Centers, 2020-2026
Figure 5: Global Market for Agent Performance Optimization in Cloud-Based Contact Centers, 2020-2026
Figure 6: Global Market for Dialers in Cloud-Based Contact Centers, 2020-2026
Figure 7: Global Market for Interactive Voice Response in Cloud-Based Contact Centers, 2020-2026
Figure 8: Global Market for Computer Telephony Integration in Cloud-Based Contact Centers, 2020-2026
Figure 9: Global Market for Analytics and Reporting in Cloud-Based Contact Centers, 2020-2026
Figure 10: Global Market Shares of Cloud-Based Contact Center Services, by Type, 2020
Figure 11: Global Market Shares of Cloud-Based Contact Center Services, by Region, 2020
Figure 12: Global Market for Professional Services in Cloud-Based Contact Centers, 2020-2026
Figure 13: Global Market for Managed Services in Cloud-Based Contact Centers, 2020-2026
Figure 14: Global Market Shares of Cloud-Based Contact Centers, by Deployment Mode, 2020
Figure 15: Global Market Shares of Public Cloud-Based Contact Centers, by Region, 2020
Figure 16: Global Market Shares of Private Cloud-Based Contact Centers, by Region, 2020
Figure 17: Global Market Shares of Hybrid Cloud-Based Contact Centers, by Region, 2020
Figure 18: Global Market Shares of Cloud-Based Contact Centers, by Organization Size, 2020
Figure 19: Global Market Shares of Cloud-Based Contact Centers for Large Enterprises, by Region, 2020
Figure 20: Estimated Number of SMEs, Worldwide, 2015-2020
Figure 21: Global Market Shares of Cloud-Based Contact Centers for SMEs, by Region, 2020
Figure 22: Global Market Shares of Cloud-Based Contact Centers, by End-User Industry, 2020
Figure 23: Global Market Shares of Cloud-Based Contact Centers in BFSI, by Region, 2020
Figure 24: Global Market Shares of Cloud-Based Contact Centers in IT and Telecom, by Region, 2020
Figure 25: Global Market Shares of Cloud-Based Contact Centers in Media and Entertainment, by Region, 2020
Figure 26: Global Market Shares of Cloud-Based Contact Centers in Retail and Consumer, by Region, 2020
Figure 27: Global Market Shares of Cloud-Based Contact Centers in Logistics and Transport, by Region, 2020
Figure 28: Global Market Shares of Cloud-Based Contact Centers in Healthcare, by Region, 2020
Figure 29: Global Market Shares of Cloud-Based Contact Centers in Other End-User Industries, by Region, 2020
Figure 30: Global Market Shares of Cloud-Based Contact Centers, by Region, 2020
Figure 31: Number of Jobs Created in the U.S. Call Center Industry, by Region, 2017-2020
Figure 32: North American Market Shares of Cloud-Based Contact Centers, by Component, 2020
Figure 33: North American Market Shares of Cloud-Based Contact Centers, by Deployment Mode, 2020
Figure 34: North American Market Shares of Cloud-Based Contact Centers, by Organization Size, 2020
Figure 35: North American Market Shares of Cloud-Based Contact Centers, by End-User Industry, 2020
Figure 36: Number of Small and Medium Enterprises (SME) in European Union, 2018-2021
Figure 37: European Market Shares of Cloud-Based Contact Centers, by Component, 2020
Figure 38: European Market Shares of Cloud-Based Contact Centers, by Deployment Mode, 2020
Figure 39: European Market Shares of Cloud-Based Contact Centers, by Organization Size, 2020
Figure 40: European Market Shares of Cloud-Based Contact Centers, by End-User Industry, 2020
Figure 41: Asia-Pacific Market Shares of Cloud-Based Contact Centers, by Component, 2020
Figure 42: Asia-Pacific Market Shares of Cloud-Based Contact Centers, by Deployment Mode, 2020
Figure 43: Asia-Pacific Market Shares of Cloud-Based Contact Centers, by Organization Size, 2020
Figure 44: Asia-Pacific Market Shares of Cloud-Based Contact Centers, by End-User Industry, 2020
Figure 45: South American Market Shares of Cloud-Based Contact Centers, by Component, 2020
Figure 46: South American Market Shares of Cloud-Based Contact Centers, by Deployment Mode, 2020
Figure 47: South American Market Shares of Cloud-Based Contact Centers, by Organization Size, 2020
Figure 48: South American Market Shares of Cloud-Based Contact Centers, by End-User Industry, 2020
Figure 49: Middle East and African Market Shares of Cloud-Based Contact Centers, by Component, 2020
Figure 50: Middle East and African Market Shares of Cloud-Based Contact Centers, by Deployment Mode, 2020
Figure 51: Middle East and African Market Shares of Cloud-Based Contact Centers, by Organization Size, 2020
Figure 52: Middle East and African Market Shares of Cloud-Based Contact Centers, by End-User Industry, 2020
Figure 53: 8X8 Inc.: Revenue Share, by Business Segment, 2021
Figure 54: 8X8 Inc.: Revenue Share, by Region, 2021
Figure 55: Amazon Web Services Inc.: Revenue Share, by Country, 2020
Figure 56: Amazon Web Services Inc.: Revenue Share, by Product Portfolio, 2020
Figure 57: Avaya Inc.: Revenue Share, by Business Segment, 2020
Figure 58: Avaya Inc.: Revenue Share, by Region, 2020
Figure 59: Cisco Systems Inc.: Revenue Share, by Segment, 2020
Figure 60: Cisco Systems Inc.: Revenue Share, by Region, 2020
Figure 61: Five9 Inc.: Revenue Share, by Region, 2020
Figure 62: Nice inContact Inc.: Revenue Share, by Operating Segment, 2020
Figure 63: Nice inContact Inc.: Revenue Share, by Region, 2020
Figure 64: Oracle Corp.: Revenue Share, by Operating Segment, 2021
Figure 65: Oracle Corp.: Revenue Share, by Region, 2021
Figure 66: RingCentral Inc.: Revenue Share, by Operating Segment, 2020
Figure 67: RingCentral Inc.: Revenue Share, by Region, 2020

Executive Summary

A cloud-based contact center is typically a comprehensive set of cloud-hosted services, tools and applications for contact centers, usually deployed in enterprises that require several communication channels (including voice, email, social media and web), agent management, sophisticated call routing and analytics. Following the COVID-19 pandemic, cloud-based contact centers are increasingly being preferred by enterprises to handle inbound and outbound customer communications effectively and to deliver flexibility in managing customer service operations with the help of remote workforce.

Cloud-based solutions provide high levels of business continuity, as cloud service providers often provide backup service as a default offering. Owing to this, businesses can achieve increased productivity, as they can completely focus on the performance of their employees rather than worrying about the hardware/system maintenance. Such benefits of cloud-based solutions are expected to drive the demand for the market studied.

Cloud-based contact centers also provide the benefit of lower capital expenditure requirements, thus making the business more compelling. Deploying a cloud-based solution can bring down the CapEx requirement significantly, as the businesses need not invest in hardware components.

The cloud-based solution experienced tremendous growth in the past few years, as this technology allows the user to access the data from remote locations as well. The increasing realization among companies about the importance of saving money and resources by moving their data to the cloud, rather than building and maintaining on-premise infrastructure, is driving the demand for cloud-based solutions and, hence, the adoption of cloud-based contact center services.

According to the Cisco Global Cloud Index, it is estimated that by end of 2021, 94% of all workloads and computing instances will be processed by cloud data centers, with only 6% by traditional data centers. This points to the global potential for cloud-based deployment of contact centers in the near future. Digital transformation and the application of advanced technologies, such as artificial intelligence (AI), unified omnichannel communications, and machine-to-machine communications via the Internet-of- Things (IoT), have opened a whole new window of opportunity for the players in the contact center market to go further into predictive analytics, to help streamline call center experiences for customers and agents.

The impact of the COVID-19 crisis has forced the businesses to adhere to strict requirements to ensure the ongoing safety of their employees and customers alike. The need for remote working has resulted in a sudden shift from traditional on-premise contact centers to cloud-based contact centers. This could be observed as a notable trend in the foreseeable future, as remote working became the new normal.

However, cloud-based offerings bring many unique security issues and challenges. Data stored in the cloud with a third-party provider can be accessed by the provider, thus resulting in poor visibility and limited control over that data. Though the majority of the companies keep customer data on their own premises, they still need a connection to the cloud provider to handle screen pops and data lookup, among other things. With the associated threats, certain businesses are still reluctant to incorporate these solutions, which is a challenge for the market.

Companies Mentioned

• 1Stream Inc.
• 3Clogic Inc.
• 8X8 Inc.
• Amazon Web Services Inc.
• Avaya Inc.
• Avoxi Inc.
• Cisco Systems Inc.
• Five9 Inc.
• Genesys Telecommunications Laboratories Inc.
• Mitel Networks Corp.
• Nice Incontact Inc.
• Oracle Corp.
• Ringcentral Inc.
• Teleforge Corp.