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Cloud-Based Contact Center - Market Analysis, Trends, and Forecasts

  • ID: 4804258
  • Report
  • 136 pages
  • Global Industry Analysts, Inc
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FEATURED COMPANIES

  • 3Clogic
  • Aspect Software
  • Cisco Systems
  • Evolve Ip
  • Genesys
  • Newvoicemedia Limited
  • MORE
Cloud-Based Contact Center market worldwide is projected to grow by US$28.6 Billion, driven by a compounded growth of 23.8%. Large Enterprises, one of the segments analyzed and sized in this study, displays the potential to grow at over 21.8%. The shifting dynamics supporting this growth makes it critical for businesses in this space to keep abreast of the changing pulse of the market. Poised to reach over US$20 Billion by the year 2025, Large Enterprises will bring in healthy gains adding significant momentum to global growth.

Representing the developed world, the United States will maintain a 26.9% growth momentum. Within Europe, which continues to remain an important element in the world economy, Germany will add over US$946.1 Million to the region's size and clout in the next 5 to 6 years. Over US$1.3 Billion worth of projected demand in the region will come from Rest of Europe markets. In Japan, Large Enterprises will reach a market size of US$1.4 Billion by the close of the analysis period. As the world’s second largest economy and the new game changer in global markets, China exhibits the potential to grow at 23% over the next couple of years and add approximately US$4.8 Billion in terms of addressable opportunity for the picking by aspiring businesses and their astute leaders.

Presented in visually rich graphics are these and many more need-to-know quantitative data important in ensuring quality of strategy decisions, be it entry into new markets or allocation of resources within a portfolio. Several macroeconomic factors and internal market forces will shape growth and development of demand patterns in emerging countries in Asia-Pacific. All research viewpoints presented are based on validated engagements from influencers in the market, whose opinions supersede all other research methodologies.

Competitors identified in this market include:
  • 3CLogic
  • 8x8, Inc.
  • Aspect Software, Inc.
  • BT GROUP PLC
  • Cisco Systems, Inc.
  • Connect First, Inc.
  • Evolve IP LLC
  • Five9, Inc.
  • Genesys
  • Liveops, Inc.
  • Mitel Networks Corporation
  • NewVoiceMedia Limited
  • NICE Ltd.
  • Oracle Corporation
  • Ozonetel Communications Pvt Ltd.
  • West Corporation
Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • 3Clogic
  • Aspect Software
  • Cisco Systems
  • Evolve Ip
  • Genesys
  • Newvoicemedia Limited
  • MORE

I. METHODOLOGY

II. EXECUTIVE SUMMARY

1. MARKET OVERVIEW

Global Competitor Market Shares

Cloud-Based Contact Center Competitor Market Share Scenario Worldwide (in %): 2019 & 2025

2. FOCUS ON SELECT PLAYERS

3. MARKET TRENDS & DRIVERS

4. GLOBAL MARKET PERSPECTIVE

TABLE 1: Cloud-Based Contact Center Global Market Estimates and Forecasts in US$ Million by Region/Country: 2018-2025

TABLE 2: Cloud-Based Contact Center Global Retrospective Market Scenario in US$ Million by Region/Country: 2009-2017

TABLE 3: Cloud-Based Contact Center Market Share Shift across Key Geographies Worldwide: 2009 VS 2019 VS 2025

TABLE 4: Large Enterprises (Organization Size) World Market by Region/Country in US$ Million: 2018 to 2025

TABLE 5: Large Enterprises (Organization Size) Historic Market Analysis by Region/Country in US$ Million: 2009 to 2017

TABLE 6: Large Enterprises (Organization Size) Market Share Breakdown of Worldwide Sales by Region/Country: 2009 VS 2019 VS 2025

TABLE 7: SMEs (Organization Size) Potential Growth Markets Worldwide in US$ Million: 2018 to 2025

TABLE 8: SMEs (Organization Size) Historic Market Perspective by Region/Country in US$ Million: 2009 to 2017

TABLE 9: SMEs (Organization Size) Market Sales Breakdown by Region/Country in Percentage: 2009 VS 2019 VS 2025

TABLE 10: Managed (Service) Geographic Market Spread Worldwide in US$ Million: 2018 to 2025

TABLE 11: Managed (Service) Region Wise Breakdown of Global Historic Demand in US$ Million: 2009 to 2017

TABLE 12: Managed (Service) Market Share Distribution in Percentage by Region/Country: 2009 VS 2019 VS 2025

TABLE 13: Professional (Service) World Market Estimates and Forecasts by Region/Country in US$ Million: 2018 to 2025

TABLE 14: Professional (Service) Market Historic Review by Region/Country in US$ Million: 2009 to 2017

TABLE 15: Professional (Service) Market Share Breakdown by Region/Country: 2009 VS 2019 VS 2025

III. MARKET ANALYSIS

GEOGRAPHIC MARKET ANALYSIS

UNITED STATES

Market Facts & Figures

US Cloud-Based Contact Center Market Share (in %) by Company: 2019 & 2025

TABLE 16: United States Cloud-Based Contact Center Market Estimates and Projections in US$ Million by Organization Size: 2018 to 2025

TABLE 17: Cloud-Based Contact Center Market in the United States by Organization Size: A Historic Review in US$ Million for 2009-2017

TABLE 18: United States Cloud-Based Contact Center Market Share Breakdown by Organization Size: 2009 VS 2019 VS 2025

TABLE 19: United States Cloud-Based Contact Center Market Estimates and Projections in US$ Million by Service: 2018 to 2025

TABLE 20: Cloud-Based Contact Center Market in the United States by Service: A Historic Review in US$ Million for 2009-2017

TABLE 21: United States Cloud-Based Contact Center Market Share Breakdown by Service: 2009 VS 2019 VS 2025

CANADA

TABLE 22: Canadian Cloud-Based Contact Center Market Estimates and Forecasts in US$ Million by Organization Size: 2018 to 2025

TABLE 23: Canadian Cloud-Based Contact Center Historic Market Review by Organization Size in US$ Million: 2009-2017

TABLE 24: Cloud-Based Contact Center Market in Canada: Percentage Share Breakdown of Sales by Organization Size for 2009, 2019, and 2025

TABLE 25: Canadian Cloud-Based Contact Center Market Estimates and Forecasts in US$ Million by Service: 2018 to 2025

TABLE 26: Canadian Cloud-Based Contact Center Historic Market Review by Service in US$ Million: 2009-2017

TABLE 27: Cloud-Based Contact Center Market in Canada: Percentage Share Breakdown of Sales by Service for 2009, 2019, and 2025

JAPAN

TABLE 28: Japanese Market for Cloud-Based Contact Center: Annual Sales Estimates and Projections in US$ Million by Organization Size for the Period 2018-2025

TABLE 29: Cloud-Based Contact Center Market in Japan: Historic Sales Analysis in US$ Million by Organization Size for the Period 2009-2017

TABLE 30: Japanese Cloud-Based Contact Center Market Share Analysis by Organization Size: 2009 VS 2019 VS 2025

TABLE 31: Japanese Market for Cloud-Based Contact Center: Annual Sales Estimates and Projections in US$ Million by Service for the Period 2018-2025

TABLE 32: Cloud-Based Contact Center Market in Japan: Historic Sales Analysis in US$ Million by Service for the Period 2009-2017

TABLE 33: Japanese Cloud-Based Contact Center Market Share Analysis by Service: 2009 VS 2019 VS 2025

CHINA

TABLE 34: Chinese Cloud-Based Contact Center Market Growth Prospects in US$ Million by Organization Size for the Period 2018-2025

TABLE 35: Cloud-Based Contact Center Historic Market Analysis in China in US$ Million by Organization Size: 2009-2017

TABLE 36: Chinese Cloud-Based Contact Center Market by Organization Size: Percentage Breakdown of Sales for 2009, 2019, and 2025

TABLE 37: Chinese Cloud-Based Contact Center Market Growth Prospects in US$ Million by Service for the Period 2018-2025

TABLE 38: Cloud-Based Contact Center Historic Market Analysis in China in US$ Million by Service: 2009-2017

TABLE 39: Chinese Cloud-Based Contact Center Market by Service: Percentage Breakdown of Sales for 2009, 2019, and 2025

EUROPE

Market Facts & Figures

European Cloud-Based Contact Center Market: Competitor Market Share Scenario (in %) for 2019 & 2025

TABLE 40: European Cloud-Based Contact Center Market Demand Scenario in US$ Million by Region/Country: 2018-2025

TABLE 41: Cloud-Based Contact Center Market in Europe: A Historic Market Perspective in US$ Million by Region/Country for the Period 2009-2017

TABLE 42: European Cloud-Based Contact Center Market Share Shift by Region/Country: 2009 VS 2019 VS 2025

TABLE 43: European Cloud-Based Contact Center Market Estimates and Forecasts in US$ Million by Organization Size: 2018-2025

TABLE 44: Cloud-Based Contact Center Market in Europe in US$ Million by Organization Size: A Historic Review for the Period 2009-2017

TABLE 45: European Cloud-Based Contact Center Market Share Breakdown by Organization Size: 2009 VS 2019 VS 2025

TABLE 46: European Cloud-Based Contact Center Market Estimates and Forecasts in US$ Million by Service: 2018-2025

TABLE 47: Cloud-Based Contact Center Market in Europe in US$ Million by Service: A Historic Review for the Period 2009-2017

TABLE 48: European Cloud-Based Contact Center Market Share Breakdown by Service: 2009 VS 2019 VS 2025

FRANCE

TABLE 49: Cloud-Based Contact Center Market in France by Organization Size: Estimates and Projections in US$ Million for the Period 2018-2025

TABLE 50: French Cloud-Based Contact Center Historic Market Scenario in US$ Million by Organization Size: 2009-2017

TABLE 51: French Cloud-Based Contact Center Market Share Analysis by Organization Size: 2009 VS 2019 VS 2025

TABLE 52: Cloud-Based Contact Center Market in France by Service: Estimates and Projections in US$ Million for the Period 2018-2025

TABLE 53: French Cloud-Based Contact Center Historic Market Scenario in US$ Million by Service: 2009-2017

TABLE 54: French Cloud-Based Contact Center Market Share Analysis by Service: 2009 VS 2019 VS 2025

GERMANY

TABLE 55: Cloud-Based Contact Center Market in Germany: Recent Past, Current and Future Analysis in US$ Million by Organization Size for the Period 2018-2025

TABLE 56: German Cloud-Based Contact Center Historic Market Analysis in US$ Million by Organization Size: 2009-2017

TABLE 57: German Cloud-Based Contact Center Market Share Breakdown by Organization Size: 2009 VS 2019 VS 2025

TABLE 58: Cloud-Based Contact Center Market in Germany: Recent Past, Current and Future Analysis in US$ Million by Service for the Period 2018-2025

TABLE 59: German Cloud-Based Contact Center Historic Market Analysis in US$ Million by Service: 2009-2017

TABLE 60: German Cloud-Based Contact Center Market Share Breakdown by Service: 2009 VS 2019 VS 2025

ITALY

TABLE 61: Italian Cloud-Based Contact Center Market Growth Prospects in US$ Million by Organization Size for the Period 2018-2025

TABLE 62: Cloud-Based Contact Center Historic Market Analysis in Italy in US$ Million by Organization Size: 2009-2017

TABLE 63: Italian Cloud-Based Contact Center Market by Organization Size: Percentage Breakdown of Sales for 2009, 2019, and 2025

TABLE 64: Italian Cloud-Based Contact Center Market Growth Prospects in US$ Million by Service for the Period 2018-2025

TABLE 65: Cloud-Based Contact Center Historic Market Analysis in Italy in US$ Million by Service: 2009-2017

TABLE 66: Italian Cloud-Based Contact Center Market by Service: Percentage Breakdown of Sales for 2009, 2019, and 2025

UNITED KINGDOM

TABLE 67: United Kingdom Market for Cloud-Based Contact Center: Annual Sales Estimates and Projections in US$ Million by Organization Size for the Period 2018-2025

TABLE 68: Cloud-Based Contact Center Market in the United Kingdom: Historic Sales Analysis in US$ Million by Organization Size for the Period 2009-2017

TABLE 69: United Kingdom Cloud-Based Contact Center Market Share Analysis by Organization Size: 2009 VS 2019 VS 2025

TABLE 70: United Kingdom Market for Cloud-Based Contact Center: Annual Sales Estimates and Projections in US$ Million by Service for the Period 2018-2025

TABLE 71: Cloud-Based Contact Center Market in the United Kingdom: Historic Sales Analysis in US$ Million by Service for the Period 2009-2017

TABLE 72: United Kingdom Cloud-Based Contact Center Market Share Analysis by Service: 2009 VS 2019 VS 2025

REST OF EUROPE

TABLE 73: Rest of Europe Cloud-Based Contact Center Market Estimates and Forecasts in US$ Million by Organization Size: 2018-2025

TABLE 74: Cloud-Based Contact Center Market in Rest of Europe in US$ Million by Organization Size: A Historic Review for the Period 2009-2017

TABLE 75: Rest of Europe Cloud-Based Contact Center Market Share Breakdown by Organization Size: 2009 VS 2019 VS 2025

TABLE 76: Rest of Europe Cloud-Based Contact Center Market Estimates and Forecasts in US$ Million by Service: 2018-2025

TABLE 77: Cloud-Based Contact Center Market in Rest of Europe in US$ Million by Service: A Historic Review for the Period 2009-2017

TABLE 78: Rest of Europe Cloud-Based Contact Center Market Share Breakdown by Service: 2009 VS 2019 VS 2025

ASIA-PACIFIC

TABLE 79: Cloud-Based Contact Center Market in Asia-Pacific by Organization Size: Estimates and Projections in US$ Million for the Period 2018-2025

TABLE 80: Asia-Pacific Cloud-Based Contact Center Historic Market Scenario in US$ Million by Organization Size: 2009-2017

TABLE 81: Asia-Pacific Cloud-Based Contact Center Market Share Analysis by Organization Size: 2009 VS 2019 VS 2025

TABLE 82: Cloud-Based Contact Center Market in Asia-Pacific by Service: Estimates and Projections in US$ Million for the Period 2018-2025

TABLE 83: Asia-Pacific Cloud-Based Contact Center Historic Market Scenario in US$ Million by Service: 2009-2017

TABLE 84: Asia-Pacific Cloud-Based Contact Center Market Share Analysis by Service: 2009 VS 2019 VS 2025

REST OF WORLD

TABLE 85: Rest of World Cloud-Based Contact Center Market Estimates and Forecasts in US$ Million by Organization Size: 2018 to 2025

TABLE 86: Rest of World Cloud-Based Contact Center Historic Market Review by Organization Size in US$ Million: 2009-2017

TABLE 87: Cloud-Based Contact Center Market in Rest of World: Percentage Share Breakdown of Sales by Organization Size for 2009, 2019, and 2025

TABLE 88: Rest of World Cloud-Based Contact Center Market Estimates and Forecasts in US$ Million by Service: 2018 to 2025

TABLE 89: Rest of World Cloud-Based Contact Center Historic Market Review by Service in US$ Million: 2009-2017

TABLE 90: Cloud-Based Contact Center Market in Rest of World: Percentage Share Breakdown of Sales by Service for 2009, 2019, and 2025

IV. COMPETITION

3CLOGIC

8X8

ASPECT SOFTWARE

BT GROUP PLC

CISCO SYSTEMS

CONNECT FIRST

EVOLVE IP

FIVE9

GENESYS

LIVEOPS

MITEL NETWORKS CORPORATION

NICE

NEWVOICEMEDIA LIMITED

ORACLE CORPORATION

OZONETEL COMMUNICATIONS PVT.

WEST CORPORATION

V. CURATED RESEARCH

Note: Product cover images may vary from those shown
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  • 3Clogic
  • 8X8
  • Aspect Software
  • BT Group Plc
  • Cisco Systems
  • Connect First
  • Evolve Ip
  • Five9
  • Genesys
  • Liveops
  • Mitel Networks Corporation
  • Nice
  • Newvoicemedia Limited
  • Oracle Corporation
  • Ozonetel Communications Pvt.
  • West Corporation
Note: Product cover images may vary from those shown
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