Global Cloud-Based Contact Center Market - Market Size, Trends, and Forecasts (2016 - 2021)

  • ID: 3971246
  • Report
  • Region: Global
  • 120 pages
  • Mordor Intelligence
1 of 4


  • 3C Logic
  • Aspect
  • CloudAgent
  • Five 9
  • inContact, Inc.
  • MORE
The global cloud-based contact center market has been estimated to be worth USD 4.51 billion in 2015 and is forecasted to grow at a CAGR of 26.08% over the forecast period, to reach USD 14.37 billion by the end of 2020. A cloud-based contact center is a solution or model that enables businesses to host their contact center in a distant, third-party data center, avoiding the setup in a physical location owned by a contact center.

In a cloud-based contact center, the contact center does not host, own or operate infrastructure that the call center runs on. Instead, the organization pays a certain amount of money to a VoIP service provider to host the call center telecommunications in their data center. This lets the contact centers pay only for the services or minutes that they used, rather than paying for the whole infrastructural setup involved in setting up a call center, making it a much more reasonable solution. The major applications observed are call routing and queuing, workforce optimization, real-time decision making, chat quality monitoring and data integration and recording.

With the increase in globalization, many organizations are looking for a cost-effective approach to aid their business expansion and penetration. This can be achieved by cloud-based services, which do not require any distinct and high expenditure installations, thus driving the market extensively. Faster deployment times, reduced capital investments, scalability, augmented flexibility, stress-free management, and support and finally the ability to trial new applications are considered as the major drivers for this market. However, larger organizations, with already huge investment spends in on-premise applications and infrastructure spends, may not look for an immediate shift to the cloud-based contact centers. Hence, this might serve as a restraint for the market. However, recently it has been estimated that organizations are opting for hybrid solutions, which consist of both deliveries as a service and on-premise deployments. The risk of information loss, data security issues and maintain integration levels are observed as the key challenges for this market. Due to the improved customer service, a need for modernization is observed as one of the key opportunities in this market.

In our study, the global cloud-based contact center market is segmented by solutions offered, services provided, deployment model, user type, end-users and geography. The various solutions in this market observed in our study are automatic call distribution (ACD), agent performance optimization (APO), dialers, interactive voice response (IVR), computer telephony integration (CTI), analytics & reporting and omni channel solutions. The service segment of this market can be further segmented into system integrators, managed services and others. The various deployment models covered in our study are on-premise, on-demand and others. The various user types of these solutions are small & medium-sized enterprises and large enterprises. The cloud-based contact center market has seen rapid adoption across end-users such as BFSI, IT & telecom, media & entertainment, retail and others, which led to the rapid growth of the market. Organizations of all sizes, worldwide, are increasingly adopting cloud solutions for contact centers. The two types of segments observed under organization size are small & medium enterprises and large enterprises. It is seen that the small & medium-sized enterprises are opting for cloud-based contact centers compared to the well-established large enterprises to cover their gap in delivering an exceptional customer behavior in a cost-effective way.

The geographical coverage in our study includes North America, Latin America, Europe, Asia-Pacific and the Middle East & Africa. The Latin American market is still in its initial stages but is expected to show the highest-growth rate during the forecast period, while North America is expected to have the maximum market share. The contact center market in Mexico is expected to experience the maximum growth.

The key players identified in this market are –

- Oracle
- Cisco
- Genesys
- 3C Logic
- Interactive Intelligence
- Connect First
- Five 9
- Mitel Networks Corporation
- LiveOps Social
- Aspect
- 8X8
- inContact, Inc.
- CloudAgent

Key Deliverables of the report

- Market definition of cloud-based contact center, along with identification of key drivers and restraints for the market.
- Market analysis for the global cloud-based contact center market, with region-specific assessments and competition analysis on a global and regional scale.
- Identification of factors instrumental in changing the market scenario, rising prospective opportunities and identification of key companies which can influence the market on a global and regional scale.
- Extensively researched competitive landscape section with profiles of major companies along with their strategic initiatives and market share.
- Identification and analysis of the macro and micro factors that affect the global cloud-based contact center market on both global and regional scale.
- A comprehensive list of key market players along with the analysis of their current strategic interests and key financial information.

Please note: As this product is updated at the time of order, dispatch will be 72 hours from the date the order and full payment is received.
Note: Product cover images may vary from those shown
2 of 4


  • 3C Logic
  • Aspect
  • CloudAgent
  • Five 9
  • inContact, Inc.
  • MORE
1. Introduction

1.1 Study Deliverables

1.2 Market Definiton

1.3 Market Scope

1.4 Key Market Highlights

2. Research Methodology

3. Executive Summary

4. Market Dynamics

4.1 Market Overview

4.2 Applications (Call Routing & Queuing, Workforce Optimization, Real-Time Decision Making, Chat Quality Monitoring, etc.)

4.3 Market Drivers

4.3.1 Increasing Demand for Cloud-Based Solutions

4.3.2 Reduced Capital Expenses and Faster Deployment

4.4 Market Restraints

4.4.1 Unwillingness of Large Enterprises Due to Existing Investment in Infrastructure

4.4.2 Security Concerns

4.5 Porters Five Force Analysis

4.5.1 Bargaining Power of Suppliers

4.5.2 Bargaining Power of Buyers

4.5.3 Degree of Competition

4.5.4 Threat of Substitution

4.5.5 Threat of New Entrants

4.6 Value Chain Analysis

5. Global Cloud-Based Contact Center Market : Market Segmentation - Trends, Analysis, Size and Growth

5.1 Global Market - Segmented By Solutions Offered

5.1.1 Automatic Call distribution (ACD)

5.1.2 Agent Performance Optimization (APO)

5.1.3 Dialers

5.1.4 Interactive Voice Response (IVR)

5.1.5 Computer Telephony Integration (CTI)

5.1.6 Analytics & Reporting

5.1.7 Omni channel solutions

5.2 Global Market - Segmented By Services

5.2.1 Managed Services

5.2.2 System Integrators

5.2.3 Others

5.3 Global Market - Segmented by Deployment Model

5.3.1 On-Premise

5.3.2 On-Demand

5.3.3 Others

5.4 Global Market - Segmented by Organization Size (User Type)

5.4.1 Small and Medium Size Enterprises

5.4.2 Large Enterprises

5.5 Global Market - Segmented by End-User

5.5.1 BFSI

5.5.2 IT & Telecom

5.5.3 Media & Entertainment

5.5.4 Retail & Consumer

5.5.5 Logistics & Transport

5.5.6 Healthcare

5.5.7 Travel

5.5.8 Others

5.6 Global Market - Segmented By Geography

5.6.1 APAC

5.6.2 North America

5.6.3 The Middle East and Africa

5.6.4 Europe

5.6.5 Latin America

6. Global Cloud-Based Contact Center Market : Vendor Market Share Analysis

7. Competitive Intelligence - Company Profiles

7.1 Oracle

7.2 Cisco

7.3 Genesys

7.4 3C Logic

7.5 Interactive Intelligence

7.6 Connect First

7.7 Five 9

7.8 Mitel Networks Corporation

7.9 LiveOps Social

7.10 Aspect

7.11 AVOXI

7.12 8X8

7.13 inContact, Inc.

7.14 CloudAgent

7.15 Aspect

8. Future Trends and Oppurtunities of the Global Cloud-Based Contact Center Market
Note: Product cover images may vary from those shown
3 of 4


4 of 4
  • Oracle
  • Cisco
  • Genesys
  • 3C Logic
  • Interactive Intelligence
  • Connect First
  • Five 9
  • Mitel Networks Corporation
  • LiveOps Social
  • Aspect
  • 8X8
  • inContact, Inc.
  • CloudAgent
  • Aspect
Note: Product cover images may vary from those shown
5 of 4
Note: Product cover images may vary from those shown