Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021

  • ID: 3954521
  • Report
  • Region: Global
  • 155 Pages
  • Markets and Markets
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The Cloud-Based Contact Center Market is Expected to Grow from USD 5.43 Billion in 2016 to USD 15.67 Billion by 2021, at a CAGR of 23.6%

FEATURED COMPANIES

  • 3CLogic
  • 8x8, Inc.
  • Cisco Systems, Inc.
  • Connect First, Inc.
  • Five9, Inc.
  • Newvoicemedia
  • MORE

The cloud-based contact center market size is estimated to grow from USD 5.43 billion in 2016 to USD 15.67 billion by 2021, at a Compound Annual Growth Rate (CAGR) of 23.6% due to cloud compliance requirement and the need to manage disaster recovery. However, risk of information and high initial investment is the major restraint in the overall growth of the market.

The implementation of dialers is expected to grow at the highest CAGR during the forecast period. The dialers allow organizations to manage ‘Do Not Call’ lists, time zones, external table dialing and dynamic filtering, and offers deployment options so they can choose how to address regulations that prohibit auto dialers and predictive dialing. This provides the ease of utilization that the contact centers require leading to an increase in its demand.

The demand for hybrid cloud in the contact center space is expected to increase in the coming five years. The scalability and flexibility of hybrid cloud helps an enterprise to create an automated, integrated, secure, and well-managed computing environment cost-effectively. One of the reasons for the high adoption of hybrid cloud is that it bridges the gap between low-security public cloud and high-security private cloud, thus, giving the user the security of private cloud and low cost of public cloud.

North America is expected to hold the largest market share and dominate the cloud-based contact center market in 2016, due to the increasing market for analytics and high competition between the organizations to offer enhanced customer satisfaction. APAC is expected to grow at the highest rate during this forecast period. Increasing retail and distribution activities, along with growth in the BFSI sector has given scope for the cloud-based contact center market to grow in APAC.

In the process of determining and verifying the market size for several segments and sub segments gathered through secondary research, extensive primary interviews were conducted with key industry personnel. The break-up of profiles of primary discussion participants is given below.

  • By Company Type: Tier-1 (35%), Tier-2 (42%), and Tier-3 (23%) companies
  • By Designation: C-level (42%), Director Level (37%), and Others (21%)
  • By Region: North America (51%), Europe (29%), APAC (15%), and Rest of World (5%)

The list of multi-cloud management vendors profiled in the report is as follows:

1. 8X8, Inc. (California, U.S)
2. FIVE9 Inc. (California, U.S)
3. Cisco Systems, Inc. (California, U.S)
4. Genesys Telecommunications Laboratories, Inc. (California, U.S)
5. Oracle Corporation (California, U.S)
6. NICE Systems ltd. (Raanana, Israel.)
7. NEWVOICEMEDIA (Hampshire, U.K.)
8. 3CLogic (Maryland, U.S)
9. Aspect Software Parent inc. (Massachusetts, U.S)
10. Connect First Inc. (Colorado, U.S.)

Research Coverage

The global cloud-based contact center market has been segmented on the basis of solutions, services, applications, deployment models, organization sizes, industry verticals, and regions. The various types of analysis covered in the study includes SWOT analysis, value chain analysis, competitive landscaping, and DROC analysis.

Reasons to Buy the Report

The report will help the market leaders/new entrants in this market in the following ways:

1. This report segments the cloud-based contact center market comprehensively and provides the closest approximations of the revenue numbers for the overall market and the sub segments across different verticals and regions.
2. The report helps the stakeholders understand the pulse of the market and provides them information on key market drivers, restraints, challenges, and opportunities.
3. This report will help the stakeholders to better understand the competitors and gain more insights to better their position in the business. The competitive landscape section includes competitor ecosystem, new product developments, partnerships, and mergers & acquisitions.

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Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • 3CLogic
  • 8x8, Inc.
  • Cisco Systems, Inc.
  • Connect First, Inc.
  • Five9, Inc.
  • Newvoicemedia
  • MORE
1 Introduction
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.3.1 Markets Covered
1.3.2 Years Considered in the Report
1.4 Currency
1.5 Limitations
1.6 Stakeholders

2 Research Methodology
2.1 Research Data
2.1.1 Secondary Data
2.1.1.1 Key Data From Secondary Sources
2.1.2 Primary Data
2.1.2.1 Key Data From Primary Sources
2.1.2.2 Key Industry Insights
2.1.2.3 Breakdown of Primaries
2.2 Market Size Estimation
2.3 Market Breakdown and Data Triangulation
2.4 Research Assumptions
2.5 Vendor Dive Matrix Methodology

3 Executive Summary

4 Premium Insights
4.1 Attractive Market Opportunities in the Market
4.2 Cloud-Based Contact Center  Global Market, By Verticals and Regions
4.3 Lifecycle Analysis, By Region, 2016
4.4 Market Investment Scenario
4.5 Cloud-Based Contact Center Market: By Vertical

5 Market Overview
5.1 Introduction
5.2 Market Evolution
5.3 Market Segmentation
5.3.1 By Solution
5.3.2 By Service Type
5.3.3 By Deployment Model
5.3.4 By Application
5.3.5 By Vertical
5.3.6 By Region
5.4 Market Dynamics
5.4.1 Drivers
5.4.1.1 Faster Deployment, Salability, and Flexibility
5.4.1.2 Cloud Compliance Requirements
5.4.1.3 Acceptance of Home-Based Work
5.4.1.4 Improved Business Continuity
5.4.2 Restraints
5.4.2.1 Risk of Information Loss
5.4.2.2 High Initial Investment
5.4.2.3 Premises-Based Contact Center Technology Cover Large Portion
5.4.3 Opportunities
5.4.3.1 Improved Customer Experience
5.4.3.2 Move to Omni-Channel Experience
5.4.3.3 Many Enterprises Moving on Cloud Infrastructure
5.4.3.4 Increasing Number of Enterprises Harnessing the Benefits of Contact Center
5.4.4 Challenges
5.4.4.1 Security Issues
5.4.4.2 Maintaining Integration Levels

6 Industry Trends
6.1 Introduction
6.2 Value Chain Analysis
6.3 Market Ecosystem
6.4 Strategic Benchmarking

7 Cloud-Based Contact Center Market Analysis, By Solution
7.1 Introduction
7.2 Automatic Call Distribution (ACD)
7.3 Agent Performance Optimization (APO)
7.4 Dialers
7.5 Interactive Voice Response (IVR)

8 Cloud-Based Contact Center Market Analysis, By Service Type
8.1 Introduction
8.2 Professional Services
8.3 Managed Services

9 Cloud-Based Contact Center Market Analysis, By Application
9.1 Introduction
9.2 Call Routing and Queuing
9.3 Data Integration and Recording
9.4 Chat Quality and Monitoring
9.5 Real-Time Decision Making
9.6 Workforce Optimization

10 Cloud-Based Contact Center Market Analysis, By Deployment Model
10.1 Introduction
10.2 Public Cloud
10.3 Private Cloud
10.4 Hybrid and Community Cloud

11 Cloud-Based Contact Center Market Analysis, By Organization Size
11.1 Introduction
11.2 Small and Medium Enterprises (SMES)
11.3 Large Enterprises

12 Cloud-Based Contact Center Market Analysis, By Vertical
12.1 Introduction
12.2 Banking, Financial Services and Insurance (BFSI)
12.3 Consumer Goods and Retail
12.4 Government and Public Sector
12.5 Healthcare and Life Sciences
12.6 Media and Entertainment
12.7 Manufacturing
12.8 Telecommunication and Ites
12.9 Others (Transportation & Logistics and Education)

13 Geographic Analysis
13.1 Introduction
13.2 North America
13.3 Europe
13.4 Asia-Pacific (APAC)
13.5 Middle East and Africa (MEA)
13.6 Latin America

14 Competitive Landscape
14.1 Overview
14.2 Competitive Situation and Trends
14.2.1 Partnerships, Agreements, and Collaborations
14.2.2 New Product Launches
14.2.3 Business Expansions
14.2.4 Mergers and Acquisitions

15 Company Profile
15.1 Introduction
15.2 8x8, Inc.
15.2.1 Business Overview
15.2.2 Products and Services Offered
15.2.3 Recent Developments
15.2.4 MnM View
15.2.4.1 Key Strategies
15.2.4.2 SWOT Analysis
15.3 Five9, Inc.
15.3.1 Business Overview
15.3.2 Products and Services Offered
15.3.3 Recent Developments
15.3.4 MnM View
15.3.4.1 Key Strategies
15.3.4.2 SWOT Analysis
15.4 Cisco Systems, Inc.
15.4.1 Business Overview
15.4.2 Products and Services Offered
15.4.3 Recent Developments
15.4.4 MnM View
15.4.4.1 Key Strategies
15.4.4.2 SWOT Analysis
15.5 Genesys Telecommunications Laboratories, Inc.
15.5.1 Business Overview
15.5.2 Products and Services Offered
15.5.3 Recent Developments
15.5.4 MnM View
15.5.4.1 Key Strategies
15.5.4.2 SWOT Analysis
15.6 Oracle Corporation
15.6.1 Business Overview
15.6.2 Products and Services Offered
15.6.3 Recent Developments
15.6.4 MnM View
15.6.4.1 Key Strategies
15.6.4.2 SWOT Analysis
15.7 Nice-Systems Ltd.
15.7.1 Business Overview
15.7.2 Products and Services Offered
15.7.3 Recent Developments
15.8 Newvoicemedia
15.8.1 Business Overview
15.8.2 Products and Services Offered
15.8.3 Recent Developments
15.9 3CLogic
15.9.1 Business Overview
15.9.2 Products and Services Offered
15.9.3 Recent Developments
15.9.4 MnM View
15.9.4.1 Key Strategies
15.10 Connect First, Inc.
15.10.1 Business Overview
15.10.2 Products and Services Offered
15.10.3 Recent Developments
15.10.4 MnM View
15.10.4.1 Key Strategies
15.11 Aspect Software Parent Inc.
15.11.1 Business Overview
15.11.2 Products and Services Offered
15.11.3 Recent Developments

16 Other Major Vendors
16.1 Incontact, Inc.
16.1.1 Business Overview
16.2 Interactive Intelligence Group, Inc.
16.2.1 Business Overview
16.3 Broadsoft, Inc.
16.3.1 Business Overview
16.4 West Corporation
16.4.1 Business Overview
16.5 Liveops Cloud
16.5.1 Business Overview
16.6 Mitel Networks Corporation
16.6.1 Business Overview
16.7 Ozonetel Systems Pvt. Ltd
16.7.1 Business Overview
16.8 Evolve IP, LLC.
16.8.1 Business Overview

17 Appendix
17.1 Key Industry Insights
17.2 Other Key Developments
17.2.1 Partnerships, Expansions, and Collaborations, 2013-2016
17.3 Discussion Guide
17.4 Knowledge Store: Marketsandmarkets’ Subscription Portal
17.5 Introducing RT: Real-Time Market Intelligence
17.6 Available Customizations
17.7 Related Reports

List of Tables

Table 1 Cloud-Based Contact Center Market Size and Growth Rate, 2014-2021 (USD Million)
Table 2 Market Size By Solution, 2014-2021 (USD Million)
Table 3 Automatic Call Distribution (ACD): Market Size, By Region, 2014-2021 (USD Million)
Table 4 Agent Performance Optimization (APO): Market Size, By Region, 2014-2021 (USD Million)
Table 5 Dialers: Market Size, By Region, 2014-2021 (USD Million)
Table 6 Interactive Voice Response (IVR): Market Size, By Region, 2014-2021 (USD Million)
Table 7 Computer Telephony Integration (CTI): Market Size, By Region, 2014-2021 (USD Million)
Table 8 Reporting and Analytics: Market Size, By Region, 2014-2021 (USD Million)
Table 9 Others: Market Size, By Region, 2014-2021 (USD Million)
Table 10 Cloud-Based Contact Center Market Size, By Service, 2014-2021 (USD Million)
Table 11 Professional Services: Market Size, By Region, 2014-2021 (USD Million)
Table 12 Managed Services: Market Size, By Region, 2014-2021 (USD Million)
Table 13 Cloud-Based Contact Center Market Size, By Application, 2014-2021 (USD Million)
Table 14 Call Routing and Queuing: Market Size, By Region, 2014-2021 (USD Million))
Table 15 Data Integration and Recording: Market Size, By Region, 2014-2021 (USD Million)
Table 16 Chat Quality and Monitoring: Market Size, By Region, 2014-2021 (USD Million)
Table 17 Real-Time Decision Making: Market Size, By Region, 2014-2021 (USD Million)
Table 18 Workforce Optimization: Market Size, By Region, 2014-2021 (USD Million)
Table 19 Cloud-Based Contact Center Market Size, By Deployment Model, 2014-2021 (USD Million)
Table 20 Public Cloud: Market Size, By Region, 2014-2021 (USD Million)
Table 21 Private Cloud: Market Size, By Region, 2014-2021 (USD Million)
Table 22 Hybrid Cloud: Market Size, By Region, 2014-2021 (USD Million)
Table 23 Cloud-Based Contact Center Market Size, By Organization Size, 2014-2021 (USD Million)
Table 24 Small and Medium Enterprises: Market Size, By Region, 2014-2021 (USD Million)
Table 25 Large Enterprises: Market Size, By Region, 2014-2021 (USD Million)
Table 26 Cloud-Based Contact Center Market Size, By Vertical, 2014-2021 (USD Million)
Table 27 Banking, Financial Services, and Insurance: Market Size, By Region, 2014-2021 (USD Million)
Table 28 Consumer Goods and Retail: Market Size, By Region, 2014-2021 (USD Million)
Table 29 Government and Public Sector: Market Size, By Region, 2014-2021 (USD Million)
Table 30 Healthcare and Life Sciences: Market Size, By Region, 2014-2021 (USD Million)
Table 31 Media and Entertainment : Market Size, By Region, 2014-2021 (USD Million)
Table 32 Manufacturing: Market Size, By Region, 2014-2021 (USD Million)
Table 33 Telecommunication and ITes: Market Size, By Region, 2014-2021 (USD Million)
Table 34 Others: Market Size, By Region, 2014-2021 (USD Million)
Table 35 Cloud-Based Contact Center Market Size, By Region, 2014-2021 (USD Million)
Table 36 North America: Market Size, By Vertical, 2014-2021 (USD Million)
Table 37 North America: Market Size, By Vertical, 2014-2021 (USD Million)
Table 38 North America: Market Size, By Vertical, 2014-2021 (USD Million)
Table 39 North America: Market Size, By Vertical, 2014-2021 (USD Million)
Table 40 North America: Market Size, By Application, 2014-2021 (USD Million)
Table 41 North America: Market Size, By Deployment Model 2014-2021 (USD Million)
Table 42 North America: Market Size, By Organization Size, 2014-2021 (USD Million)
Table 43 Europe: Cloud-Based Contact Center Market Size, By Vertical, 2014-2021 (USD Million)
Table 44 Europe: Market Size, By Type, 2014-2021 (USD Million)
Table 45 Europe: Market Size, By Solution, 2014-2021 (USD Million)
Table 46 Europe: Market Size, By Service, 2014-2021 (USD Million)
Table 47 Europe: Market Size, By Application, 2014-2021 (USD Million)
Table 48 Europe: Market Size, By Deployment Model, 2014-2021 (USD Million)
Table 49 Europe: Market Size, By Organization Size, 2014-2021 (USD Million)
Table 50 Asia-Pacific: Cloud-Based Contact Center Market Size, By Vertical, 2014-2021 (USD Million)
Table 51 Asia-Pacific: Market Size, By Type, 2014-2021 (USD Million)
Table 52 Asia-Pacific: Market Size, By Solution, 2014-2021 (USD Million)
Table 53 Asia-Pacific: Market Size, By Service, 2014-2021 (USD Million)
Table 54 Asia-Pacific: Market Size, By Application, 2014-2021 (USD Million)
Table 55 Asia-Pacific: Market Size, By Deployment Model, 2014-2021 (USD Million)
Table 56 Asia-Pacific: Market Size, By Organization Size, 2014-2021 (USD Million)
Table 57 Middle East and Africa: Market Size, By Vertical, 2014-2021 (USD Million)
Table 58 Middle East and Africa: Market Size, By Type, 2014-2021 (USD Million)
Table 59 Middle East and Africa: Market Size, By Solution, 2014-2021 (USD Million)
Table 60 Middle East and Africa: Market Size, By Service, 2014-2021 (USD Million)
Table 61 Middle East and Africa: Market Size, By Application, 2014-2021 (USD Million)
Table 62 Middle East and Africa: Market Size, By Deployment Model, 2014-2021 (USD Million)
Table 63 Middle East and Africa: Market Size, By Organization Size, 2014-2021 (USD Million)
Table 64 Latin America: Cloud-Based Contact Center Market Size, By Vertical, 2014-2021 (USD Million)
Table 65 Latin America: Market Size, By  Type, 2014-2021 (USD Million)
Table 66 Latin America: Market Size, By Solution, 2014-2021 (USD Million)
Table 67 Latin America: Market Size, By Service, 2014-2021 (USD Million)
Table 68 Latin America: Market Size, By Application, 2014-2021 (USD Million)
Table 69 Latin America: Market Size, By Deployment Model, 2014-2021 (USD Million)
Table 70 Latin America: Market Size, By Organization Size, 2014-2021 (USD Million)
Table 71 Partnerships, Agreements, and Collaborations, 2016
Table 72 New Product Launches, 2013-2016
Table 73 Business Expansions, 2013-2016
Table 74 Mergers and Acquisitions, 2011-2015

List of Figures

Figure 1 Global Market Segmentation
Figure 2 Global Cloud-Based Contact Center Market: Research Design
Figure 3 Breakdown of Primary Interview: By Company, Designation, and Region
Figure 4 Market Size Estimation Methodology: Bottom-Up Approach
Figure 5 Market Size Estimation Methodology: Top-Down Approach
Figure 6 Data Triangulation
Figure 7 Global Cloud-Based Contact Center Market: Assumptions
Figure 8 Vendor Dive Matrix: Criteria Weightage
Figure 9 Market By Deployment Model (2016 vs 2021)
Figure 10 Market By Organization Size (2016 vs 2021)
Figure 11 North America is Estimated to Hold the Largest Market Share in 2016
Figure 12 Top Three Segments for the Market, 2016-2021
Figure 13 Growth Trend of Cloud-Based Contact Center Market (2016-2021)
Figure 14 BFSI Estimated to Dominate the Cloud-Based Contact Center in 2016
Figure 15 Regional Lifecycle Analysis (2016): Asia-Pacific to Enter Exponential Growth Phase Soon During the Forecast Period (2016 - 2021)
Figure 16 Market Investment Scenario: Asia-Pacific Would Emerge as the Best Market for Investments in the Next Five Years
Figure 17 BFSI  is Estimated to Hold the Largest Market Size in 2016
Figure 18 Evolution of Cloud-Based Contact Center Market
Figure 19 Market By Solution
Figure 20 Market By Service Type
Figure 21 Market By Deployment Model
Figure 22 Market By Application
Figure 23 Market By Vertical
Figure 24 Market By Region
Figure 25 Market Drivers, Restraints, Opportunities, and Challenges
Figure 26 Cloud-Based Contact Center Market: Value Chain Analysis
Figure 27 Cloud-Based Contact Center Ecosystem
Figure 28 Market Strategic Benchmarking
Figure 29 Computer Telephony Integration Solution is Expected to Have the Largest Market Size in 2016
Figure 30 Professional Service Type is Expected to Have the Largest Market Size in 2016
Figure 31 Call Routing and Queuing Segment is Expected to Hold the Largest Market Size in 2016
Figure 32 Public Cloud Model is Expected to Hold the Largest Market Size in 2016
Figure 33 Large Enterprises Segment is Expected to Hold the Largest Market Size in 2016
Figure 34 Banking, Financial Services, and Insurance Vertical Expected to Hold the Largest Market Size in Cloud-Based Contact Center Market in 2016
Figure 35 North America is Expected to Have the Largest Market Size in 2016
Figure 36 North America Market Snapshot
Figure 37 Asia-Pacific Market Snapshot
Figure 38 Companies Adopted New Product Launches, Partnership, Agreement, and Collaboration as the Key Growth Strategy During the Period 2014-2021
Figure 39 Product Portfolio Comparison of the Top Five Companies
Figure 40 Market Evaluation Framework
Figure 41 Battle for Market Share: New Product Launches Was the Key Strategy
Figure 42 Geographic Revenue Mix of Top Market Players
Figure 43 8x8, Inc.: Company Snapshot
Figure 44 8x8, Inc.: SWOT Analysis
Figure 45 Five9, Inc.: Company Snapshot
Figure 46 Company Name: SWOT Analysis
Figure 47 Cisco Systems, Inc.: Company Snapshot
Figure 48 Cisco Systems, Inc.: SWOT Analysis
Figure 49 Genesys Telecommunications Laboratories, Inc.: Company Snapshot
Figure 50 Company Name: SWOT Analysis
Figure 51 Oracle Corporation: Company Snapshot
Figure 52 Oracle Corporation: SWOT Analysis
Figure 53 Nice-Systems Ltd.: Company Snapshot
Figure 54 Newvoicemedia: Company Snapshot
Figure 55 3CLogic: Company Snapshot
Figure 56 Connect First Inc.: Company Snapshot
Figure 57 Aspect Software Parent Inc.: Company Snapshot
Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • 3CLogic
  • 8x8, Inc.
  • Cisco Systems, Inc.
  • Connect First, Inc.
  • Five9, Inc.
  • Newvoicemedia
  • MORE

The cloud-based contact center market is expected to grow from USD 5.43 Billion in 2016 to USD 15.67 Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 23.6% during the forecast period. The major drivers of this market include need for disaster recovery, faster deployment and flexibility of cloud solution, and need for compliance management.

The cloud-based contact center market report has been broadly classified into solutions and services. The dialer solution is expected to grow at the highest CAGR during the forecast period, followed by reporting and analytics. Reporting and analysis is an important part of customer management. Call center analytics and reporting solutions keep track of contact center operations and agent performance. This solution is flexible and easy to use and enables organizations to track real-time management metrics with customizable dashboards so they can make smart business decisions. Dialers, on the other hand, provide automatic dialing the call when agent is ready, along with external table dialing and dynamic filtering. These benefits have given rise to the demand for dialers.

Among services, managed services segment is expected to dominate the cloud-based contact center market. Managed services enable organizations to outsource its entire or a part of the IT infrastructure and operations to focus on their key business goals. Outsourcing helps contact center-based companies to reduce the cost incurred on network and IT spending by eliminating Capital Expenditure (CAPEX) and Operational Expenditure (OPEX). This increases its demand in the market, accelerating its growth.

Chat quality and monitoring application is expected to grow at the highest CAGR during the forecast period. To better understand the customer need and enhance customer service, cloud-based contact center organizations need to monitor the chat quality. It also allows supervisors to silently monitor live calls for a selected agent or randomly monitor calls for campaigns that the supervisor manages.

North America is expected to hold the largest market share in 2016, whereas Asia-Pacific (APAC) region is expected to grow at the highest CAGR from 2016 to 2021 in the cloud-based contact center market. Growth in on-line tourism, e-commerce, and insurance is the major factor for the growth of contact centers in APAC.

Need for disaster recovery, faster deployment and flexibility of cloud solution, and need for compliance management are the driving factors in the market. Risk of information loss, high initial investment, and security concerns are some of the major restraints and challenges in the market. The key vendors in this market are 8X8, Inc., Cisco Systems, and FIVE9, Inc. These players have adopted various strategies, such as new product developments, acquisitions, and partnerships, to serve the cloud-based contact center market.

Note: Product cover images may vary from those shown
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  • 3CLogic
  • 8x8, Inc.
  • Aspect Software Parent Inc.
  • Cisco Systems, Inc.
  • Connect First, Inc.
  • Five9, Inc.
  • Genesys Telecommunications Laboratories, Inc.
  • Newvoicemedia
  • Nice-Systems Ltd.
  • Oracle Corporation
Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown
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