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Cloud-Based Contact Center Market by Component (Solutions and Services), Deployment Model (Public Cloud and Private Cloud), Organization Size, Industry (BFSI, Telecommunications, and Retail and Consumer Goods), and Region - Global Forecast to 2025

  • ID: 5181353
  • Report
  • October 2020
  • Region: Global
  • 280 Pages
  • Markets and Markets
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The Global Cloud-Based Contact Center Market Size is Expected to Grow at a Compound Annual Growth Rate (CAGR) of 25.8% during the Forecast Period, to Reach USD 36.1 Billion by 2025 from USD 11.5 Billion in 2020.

FEATURED COMPANIES

  • 3Clogic
  • Aspect Software
  • Dialer360
  • Genesys
  • Nubitel
  • Sentiment Machines
  • MORE

Digital business transformation has entered a more challenging and urgency-driven phase due to the COVID-19 pandemic. Global giants provide customers with cost-effective and productive digital solutions as every industry is economically hard-hit by the pandemic. The sudden shutdowns of organizations and institutions increased the demand for cloud solutions and other online services. The cloud-based contact center market in industries such as IT and ITeS, telecommunications, BFSI, and media and entertainment, has impacted positively due to the work from the home initiative. Cloud-based contact centers are independent of the location they are situated, enabling agents, supervisors, and administrators to access them from anywhere through a phone or by an internet connection. Enterprises across the globe are recovering gradually and are expected to get back on gradually by mid of 2021.

The omnichannel segment is expected to have the largest market size during the forecast period

The omnichannel routing solutions comprise digital channels, Interactive Voice Response (IVR), ACD, dialer, and virtual agent. COmnichannel solutions empower to designates certain calls to different agents and locations depending on a variety of factors. Focusing on call routing enables organizations to manage thousands of calls continuously without compromising with customer satisfaction. Moreover, organizations could easily manage spikes in call volume by intelligently distributing calls among multiple contact centers, including remote centers and home-based agents, with the unique omnichannel technology.

The large enterprise segment is expected to have a larger market share during the forecast period

The cloud-based contact center market has been segmented based on organization size into Small and Medium-sized Enterprises (SMEs) and large enterprises. The major benefit large enterprises receive with the implementation of cloud transformation is that the cloud services are maintained and supported by the vendors themselves. Moreover, firms could thereby engage their employees in more strategic business tasks. The demand for flexible, scalable, and convenient solutions for large enterprises pushes service providers to come up with new technologies and offer innovative solutions. Hence, the cloud-based contact center market for large enterprises is expected to grow at a significant rate.

The BFSI industry is expected to hold the largest market share in 2020.

The BFSI industry is adopting cloud services as it helps save operational costs and offers high business continuity. Banks’ customer information is stored across a variety of systems. Having this information readily available for customer service channels is crucial to meet stated objectives and provide seamless customer experiences. With the help of cloud-based solutions, contact center agents can enhance customer experiences through increased speed and better quality of call resolution. Moreover, a cloud-based contact center ensures business continuity by focusing on issues such as manageability, scalability, and higher efficiency.

North America to hold the largest market size, and Asia Pacific (APAC) to grow at a higher rate during the forecast period

North America is estimated to capture the largest market share in 2020, and the trend is expected to continue during the forecast period. Growth in the adoption of cloud-based services in SMEs and large enterprises is expected to drive revenue growth in this region. On the other hand, the cloud-based contact center market in the Asia Pacific (APAC) is expected to witness exponential growth and is projected to be one of the fastest-growing regions in the global cloud-based contact center market. This is attributed to the large-scale adoption of cost-effective cloud-based solutions in these regions.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with the key people.

The breakup of the profiles of the primary participants as follows:

  • By Company Type: Tier I: 33%, Tier II: 25%, and Tier III: 42%
  • By Designation: C-Level: 31%, D-Level: 34%, and Others: 35%
  • By Region: North America: 42%, Europe: 28%, APAC: 22%, and RoW: 8%

The report profiles the following key vendors:

1. NICE (Israel)
2. Genesys (US)
3. Five9 (US)
4. Vonage (US)
5. Talkdesk (US)
6. 8x8 (US)
7. Cisco (US)
8. Avaya (US)
9. Serenova (US)
10. Content Guru (UK)
11. Aspect Software (US)
12. RingCentral (US)
13. Enghouse Interactive (US)
14. 3CLogic (US)
15. Ameyo (India)
16. Twilio (US)
17. Vocalcom (France)
18. Evolve IP (US)
19. Pypestream (US)
20. TechSee (US)
21. Sentiment Machines (UK)
22. AirCall (US)
23. Nubitel (Singapore)
24. JustCall (US)
25. Dialer360 (UK)
26. Servetel (India)
27. NeoDove (India)
28. Rulai (US)

Research Coverage

The report segments the global cloud-based contact center market by component, incuding solutions and services. By the deployment model, the cloud-based contact center market has been segmented into public cloud and private cloud. Based on organization size, the market has been classified into Small and Medium-sized Enterprises (SMEs) and large enterprises. By industry, the cloud-based contact center market has been classified into Banking, Financial Services and Insurance (BFSI); telecommunications; IT and Information Technology-enabled Services (ITeS); government and public sector; retail and consumer goods; manufacturing; energy and utilities; media and entertainment; healthcare and life sciences; and others (travel and hospitality,transportation and logistics, and education). By region, the market has been segmented into North America, Europe, APAC, MEA, and Latin America.

Key Benefits of Buying the Report

The report will help the market leaders/new entrants in the cloud-based contact center market with information on the closest approximations of the revenue numbers for the overall cloud-based contact center market and the subsegments. The report will help stakeholders understand the competitive landscape and gain more insights to better position their businesses and to plan suitable go-to-market strategies. The report also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.

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

  • 3Clogic
  • Aspect Software
  • Dialer360
  • Genesys
  • Nubitel
  • Sentiment Machines
  • MORE

1 Introduction
1.1 Introduction to COVID-19
1.2 COVID-19 Health Assessment
Figure 1 COVID-19: Global Propagation
Figure 2 COVID-19 Propagation: Select Countries
1.3 COVID-19 Economic Assessment
Figure 3 Revised Gross Domestic Product Forecasts for Select G20 Countries in 2020
1.3.1 COVID-19 Economic Impact - Scenario Assessment
Figure 4 Factors Impacting Global Economy
Figure 5 Scenarios in Terms of Recovery of Global Economy
1.4 Objectives of the Study
1.5 Market Definition
1.5.1 Inclusions and Exclusions
1.6 Market Scope
1.6.1 Market Segmentation
1.6.2 Regions Covered
1.6.3 Years Considered for the Study
1.7 Currency Considered
Table 1 United States Dollar Exchange Rate, 2017-2019
1.8 Stakeholders
1.9 Summary of Changes

2 Research Methodology
2.1 Research Data
Figure 6 Cloud-Based Contact Center Market: Research Design
2.1.1 Secondary Data
2.1.2 Primary Data
Table 2 Primary Interviews
2.1.2.1 Breakup of Primary Profiles
2.1.2.2 Key Industry Insights
2.2 Market Breakup and Data Triangulation
Figure 7 Data Triangulation
2.3 Market Size Estimation
Figure 8 Market: Top-Down and Bottom-Up Approaches
2.3.1 Top-Down Approach
2.3.2 Bottom-Up Approach
Figure 9 Market Size Estimation Methodology - Approach 1 (Supply Side): Revenue of Solutions/Services of the Market
Figure 10 Market Size Estimation Methodology - Approach 2 Bottom-Up (Supply Side): Collective Revenue of All Solutions/Services of the Market
Figure 11 Market Size Estimation Methodology - Approach 3 - Bottom-Up (Demand Side): Size of the Cloud-Based Contact Center Market Through Overall Cloud-Based Contact Center Spending
2.4 Market Forecast
Table 3 Factor Analysis
2.5 Company Evaluation Matrix Methodology
Figure 12 Company Evaluation Matrix: Criteria Weightage
2.6 Small and Medium-Sized Enterprises/ Startup Competitive Evaluation Matrix Methodology
Figure 13 Small and Medium-Sized Enterprises/Startupsme Company Evaluation Matrix: Criteria Weightage
2.7 Assumptions for the Study
2.8 Study Limitations

3 Executive Summary
Figure 14 Cloud-Based Contact Center Market: Global Snapshot
Figure 15 Top Growing Segments in the Market
Figure 16 Solutions Segment to Hold a Larger Market Size During the Forecast Period
Figure 17 Large Enterprises Segment to Hold a Larger Market Size During the Forecast Period
Figure 18 Banking, Financial Services, and Insurance Industry to Hold the Largest Market Size During the Forecast Period
Figure 19 Market: Regional Snapshot

4 Premium Insights
4.1 Attractive Growth Opportunities in the Cloud-Based Contact Center Market
Figure 20 Increasing Adoption of Cloud-Based Offerings to Fuel the Growth of the Market
4.2 Market: by Deployment Model, 2020 Vs 2025
Figure 21 Public Cloud Segment to Hold a Larger Market Size During the Forecast Period
4.3 Market: by Solution, 2020 Vs 2025
Figure 22 Omnichannel Routing Segment to Hold the Largest Market Size During the Forecast Period
4.4 Market Investment Scenario
Figure 23 Asia-Pacific to Emerge as the Best Market for Investment Over the Next Five Years

5 Market Overview and Industry Trend
5.1 Introduction
Figure 24 Cloud-Based Contact Center Market: Drivers, Restraints, Opportunities, and Challenges
5.1.1 Drivers
5.1.1.1 Rising Adoption of Smac Technologies
5.1.1.2 Role of Social Media in Cloud-Based Contact Center Operations
5.1.1.3 Benefits of Smac Technologies in Contact Centers
5.1.1.4 Increasing Adoption of Cloud-Based Contact Centers due to COVID-19
Figure 25 Impact of COVID-19 on Call Center Volume
5.1.1.5 Rising Number of Channels to Reach End Customers
5.1.1.6 Growing Need for Personalized and Streamlined Customer Interactions
5.1.1.7 Faster Deployment, Scalability, and Flexibility of Cloud-Based Contact Centers
5.1.1.8 Better Business Continuity with Cloud-Based Contact Centers
5.1.2 Restraints
5.1.2.1 Inadequate Network Bandwidth in the Emerging Economies
5.1.2.2 Cyber Attacks Impacting Business Operations
5.1.3 Opportunities
5.1.3.1 Enhanced Customer Experience to Increase Cloud-Based Contact Center Adoption
Figure 26 Most Exciting Business Opportunity
5.1.3.2 Need to Analyze Audio Conversations in Real Time
5.1.3.3 Shifting Focus of Enterprises Towards the Work from Home Culture
5.1.3.4 Implementation of Ai, Analytics, and Nlp Capabilities to Add Value in Existing Cloud-Based Contact Centers
Figure 27 Role of Artificial Intelligence in Contact Center Transformation
5.1.4 Challenges
5.1.4.1 Privacy and Data Security Aspects
5.1.4.2 Organizational, Technical, and Operational Difficulties while Moving Contact Centers in Cloud
5.1.4.3 Integration of Mobility with the Existing Capabilities
Figure 28 Integration of Mobility in Existing Capabilities of Contact Centers
5.2 COVID-19-Driven Market Dynamics
5.2.1 Drivers and Opportunities
5.2.2 Restraints and Challenges
5.3 Case Study Analysis
5.3.1 Case Study 1: Banking, Financial Services, and Insurance
5.3.2 Case Study 2: Retail
5.3.3 Case Study 3: Healthcare
5.3.4 Case Study 4: Telecommunications
5.3.5 Case Study 5: Information Technology
5.3.6 Case Study 6: Government
5.3.7 Case Study 7: Media and Entertainment
5.4 Cloud-Based Contact Center Market: Value Chain Analysis
Figure 29 Market: Value Chain Analysis
5.5 Market Ecosystem
Figure 30 Market Ecosystem
5.6 Technology Analysis
5.6.1 Advanced Analytics
5.6.1.1 Data Analytics
5.6.1.2 Speech Analytics
5.6.1.3 Sentiment Analytics
5.6.2 Artificial Intelligence
5.6.2.1 Machine Learning
5.6.2.2 Natural Language Processing
5.7 Pricing Analysis
5.8 Patent Analysis

6 Cloud-Based Contact Center Market, by Component
6.1 Introduction
Figure 31 Solutions Segment to Hold a Larger Market Size in 2020
6.1.1 Component: Market Drivers
6.1.2 Component: COVID-19 Impact
Table 4 Market Size, by Component, 2015-2019 (USD Million)
Table 5 Market Size, by Component, 2020-2025 (USD Million)
6.2 Solutions
Figure 32 Reporting and Analytics Solution to Grow at the Highest CAGR During the Forecast Period
Table 6 Solutions: Cloud-Based Contact Center Market Size, by Type, 2015-2019 (USD Million)
Table 7 Solutions: Market Size, by Type, 2020-2025 (USD Million)
Table 8 Solutions: Market Size, by Region, 2015-2019 (USD Million)
Table 9 Solutions: Market Size, by Region, 2020-2025 (USD Million)
6.2.1 Omnichannel Routing
6.2.1.1 Digital Channels
6.2.1.2 Interactive Voice Response
6.2.1.3 Automatic Call Distributor
6.2.1.4 Dialer
6.2.1.5 Virtual Agents
Table 10 Omnichannel Routing: Market Size, by Region, 2015-2019 (USD Million)
Table 11 Omnichannel Routing: Market Size, by Region, 2020-2025 (USD Million)
6.2.2 Workforce Engagement Management
6.2.2.1 Workforce Optimization
6.2.2.2 Call Recording and Quality Management
Table 12 Workforce Engagement Management: Cloud-Based Contact Center Market Size, by Region, 2015-2019 (USD Million)
Table 13 Workforce Engagement Management: Market Size, by Region, 2020-2025 (USD Million)
6.2.3 Reporting and Analytics
6.2.3.1 Historical and Customized Reports
6.2.3.2 Speech Analytics
6.2.3.3 Text Analytics
Table 14 Reporting and Analytics: Market Size, by Region, 2015-2019 (USD Million)
Table 15 Reporting and Analytics: Market Size, by Region, 2020-2025 (USD Million)
6.2.4 Customer Engagement Management
Table 16 Customer Engagement Management: Market Size, by Region, 2015-2019 (USD Million)
Table 17 Customer Engagement Management: Market Size, by Region, 2020-2025 (USD Million)
6.2.5 Others
Table 18 Others Solutions: Cloud-Based Contact Center Market Size, by Region, 2015-2019 (USD Million)
Table 19 Others Solutions: Market Size, by Region, 2020-2025 (USD Million)
6.3 Services
6.3.1 Consulting
6.3.2 Implementation and Integration
6.3.3 Training, and Support and Maintenance
Table 20 Services: Market Size, by Region, 2015-2019 (USD Million)
Table 21 Services: Market Size, by Region, 2020-2025 (USD Million)

7 Cloud-Based Contact Center Market, by Deployment Model
7.1 Introduction
Figure 33 Public Cloud Segment to Hold a Larger Market Size in 2020
7.1.1 Deployment Model: Market Drivers
7.1.2 Deployment Model: COVID-19 Impact
Table 22 Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 23 Market Size, by Deployment Model, 2020-2025 (USD Million)
7.2 Public Cloud
Table 24 Public Cloud: Market Size, by Region, 2015-2019 (USD Million)
Table 25 Public Cloud: Market Size, by Region, 2020-2025 (USD Million)
7.3 Private Cloud
Table 26 Private Cloud: Market Size, by Region, 2015-2019 (USD Million)
Table 27 Private Cloud: Market Size, by Region, 2020-2025 (USD Million)

8 Cloud-Based Contact Center Market, by Organization Size
8.1 Introduction
Figure 34 Large Enterprises Segment to Hold a Larger Market Size in 2020
8.1.1 Organization Size: Market Drivers
8.1.2 Organization Size: COVID-19 Impact
Table 28 Market Size, by Organization Size, 2015-2019 (USD Million)
Table 29 Market Size, by Organization Size, 2020-2025 (USD Million)
8.2 Large Enterprises
Table 30 Large Enterprises: Market Size, by Region, 2015-2019 (USD Million)
Table 31 Large Enterprises: Market Size, by Region, 2020-2025 (USD Million)
8.3 Small and Medium-Sized Enterprises
Table 32 Small and Medium-Sized Enterprises: Market Size, by Region, 2015-2019 (USD Million)
Table 33 Small and Medium-Sized Enterprises: Market Size, by Region, 2020-2025 (USD Million)

9 Cloud-Based Contact Center Market, by Industry
9.1 Introduction
Figure 35 Banking, Financial Services, and Insurance Industry to Hold the Largest Market Size in 2020
9.1.1 Industries: Market Drivers
9.1.2 Industries: COVID-19 Impact
Table 34 Market Size, by Industry, 2015-2019 (USD Million)
Table 35 Market Size, by Industry, 2020-2025 (USD Million)
9.2 Banking, Financial Services, and Insurance
Table 36 Banking, Financial Services, and Insurance: Market Size, by Region, 2015-2019 (USD Million)
Table 37 Banking, Financial Services, and Insurance: Market Size, by Region, 2020-2025 (USD Million)
9.3 Telecommunications
Table 38 Telecommunications: Cloud-Based Contact Center Market Size, by Region, 2015-2019 (USD Million)
Table 39 Telecommunications: Market Size, by Region, 2020-2025 (USD Million)
9.4 IT and ITEs
Table 40 IT and ITEs: Market Size, by Region, 2015-2019 (USD Million)
Table 41 IT and ITEs: Market Size, by Region, 2020-2025 (USD Million)
9.5 Government and Public Sector
Table 42 Government and Public Sector: Market Size, by Region, 2015-2019 (USD Million)
Table 43 Government and Public Sector: Market Size, by Region, 2020-2025 (USD Million)
9.6 Retail and Consumer Goods
Table 44 Retail and Consumer Goods: Market Size, by Region, 2015-2019 (USD Million)
Table 45 Retail and Consumer Goods: Market Size, by Region, 2020-2025 (USD Million)
9.7 Manufacturing
Table 46 Manufacturing: Market Size, by Region, 2015-2019 (USD Million)
Table 47 Manufacturing: Market Size, by Region, 2020-2025 (USD Million)
9.8 Energy and Utilities
Table 48 Energy and Utilities: Cloud-Based Contact Center Market Size, by Region, 2015-2019 (USD Million)
Table 49 Energy and Utilities: Market Size, by Region, 2020-2025 (USD Million)
9.9 Media and Entertainment
Table 50 Media and Entertainment: Market Size, by Region, 2015-2019 (USD Million)
Table 51 Media and Entertainment: Market Size, by Region, 2020-2025 (USD Million)
9.10 Healthcare and Life Sciences
Table 52 Healthcare and Life Sciences: Market Size, by Region, 2015-2019 (USD Million)
Table 53 Healthcare and Life Sciences: Market Size, by Region, 2020-2025 (USD Million)
9.11 Others
Table 54 Others Industry: Market Size, by Region, 2015-2019 (USD Million)
Table 55 Others Industry: Market Size, by Region, 2020-2025 (USD Million)

10 Cloud-Based Contact Center Market, by Region
10.1 Introduction
Figure 36 North America to Hold the Largest Market Size During the Forecast Period
Table 56 Market Size, by Region, 2015-2019 (USD Million)
Table 57 Market Size, by Region, 2020-2025 (USD Million)
10.2 North America
10.2.1 North America: Market Drivers
10.2.2 North America: COVID-19 Impact
10.2.3 North America: Regulatory Implications
10.2.4 United States Securities and Exchange Commission
10.2.5 International Organization for Standardization 27001
10.2.6 California Consumer Privacy Act
10.2.7 Health Insurance Portability and Accountability Act of 1996
10.2.8 Sarbanes-Oxley Act of 2002
Figure 37 North America: Market Snapshot
Table 58 North America: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 59 North America: Market Size, by Component, 2020-2025 (USD Million)
Table 60 North America: Market Size, by Solution, 2015-2019 (USD Million)
Table 61 North America: Market Size, by Solution, 2020-2025 (USD Million)
Table 62 North America: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 63 North America: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 64 North America: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 65 North America: Market Size, by Organization Size, 2020-2025 (USD Million)
Table 66 North America: Market Size, by Industry, 2015-2019 (USD Million)
Table 67 North America: Market Size, by Industry, 2020-2025 (USD Million)
Table 68 North America: Market Size, by Country, 2015-2019 (USD Million)
Table 69 North America: Market Size, by Country, 2020-2025 (USD Million)
10.2.9 United States
Table 70 United States: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 71 United States: Market Size, by Component, 2020-2025 (USD Million)
Table 72 United States: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 73 United States: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 74 United States: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 75 United States: Market Size, by Organization Size, 2020-2025 (USD Million)
10.2.10 Canada
Table 76 Canada: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 77 Canada: Market Size, by Component, 2020-2025 (USD Million)
Table 78 Canada: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 79 Canada: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 80 Canada: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 81 Canada: Market Size, by Organization Size, 2020-2025 (USD Million)
10.3 Europe
10.3.1 Europe: Market Drivers
10.3.2 Europe: COVID-19 Impact
10.3.3 Europe: Regulatory Implications
10.3.4 General Data Protection Regulation
10.3.5 European Cybersecurity Act
Table 82 Europe: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 83 Europe: Market Size, by Component, 2020-2025 (USD Million)
Table 84 Europe: Market Size, by Solution, 2015-2019 (USD Million)
Table 85 Europe: Market Size, by Solution, 2020-2025 (USD Million)
Table 86 Europe: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 87 Europe: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 88 Europe: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 89 Europe: Market Size, by Organization Size, 2020-2025 (USD Million)
Table 90 Europe: Market Size, by Industry, 2015-2019 (USD Million)
Table 91 Europe: Market Size, by Industry, 2020-2025 (USD Million)
Table 92 Europe: Market Size, by Country, 2015-2019 (USD Million)
Table 93 Europe: Market Size, by Country, 2020-2025 (USD Million)
10.3.6 United Kingdom
Table 94 United Kingdom: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 95 United Kingdom: Market Size, by Component, 2020-2025 (USD Million)
Table 96 United Kingdom: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 97 United Kingdom: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 98 United Kingdom: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 99 United Kingdom: Market Size, by Organization Size, 2020-2025 (USD Million)
10.3.7 Germany
Table 100 Germany: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 101 Germany: Market Size, by Component, 2020-2025 (USD Million)
Table 102 Germany: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 103 Germany: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 104 Germany: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 105 Germany: Market Size, by Organization Size, 2020-2025 (USD Million)
10.3.8 France
Table 106 France: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 107 France: Market Size, by Component, 2020-2025 (USD Million)
Table 108 France: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 109 France: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 110 France: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 111 France: Market Size, by Organization Size, 2020-2025 (USD Million)
10.3.9 Rest of Europe
Table 112 Rest of Europe: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 113 Rest of Europe: Market Size, by Component, 2020-2025 (USD Million)
Table 114 Rest of Europe: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 115 Rest of Europe: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 116 Rest of Europe: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 117 Rest of Europe: Market Size, by Organization Size, 2020-2025 (USD Million)
10.4 Asia-Pacific
10.4.1 Asia-Pacific: Market Drivers
10.4.2 Asia-Pacific: COVID-19 Impact
10.4.3 Asia-Pacific: Regulatory Implications
10.4.4 Personal Data Protection Act
10.4.5 The Singapore Standard Ss 564
10.4.6 Internet Data Center in China
Figure 38 Asia-Pacific: Regional Snapshot
Table 118 Asia-Pacific: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 119 Asia-Pacific: Market Size, by Component, 2020-2025 (USD Million)
Table 120 Asia-Pacific: Market Size, by Solution, 2015-2019 (USD Million)
Table 121 Asia-Pacific: Market Size, by Solution, 2020-2025 (USD Million)
Table 122 Asia-Pacific: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 123 Asia-Pacific: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 124 Asia-Pacific: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 125 Asia-Pacific: Market Size, by Organization Size, 2020-2025 (USD Million)
Table 126 Asia-Pacific: Market Size, by Industry, 2015-2019 (USD Million)
Table 127 Asia-Pacific: Market Size, by Industry, 2020-2025 (USD Million)
Table 128 Asia-Pacific: Market Size, by Country, 2015-2019 (USD Million)
Table 129 Asia-Pacific: Market Size, by Country, 2020-2025 (USD Million)
10.4.7 China
Table 130 China: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 131 China: Market Size, by Component, 2020-2025 (USD Million)
Table 132 China: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 133 China: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 134 China: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 135 China: Market Size, by Organization Size, 2020-2025 (USD Million)
10.4.8 Japan
Table 136 Japan: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 137 Japan: Market Size, by Component, 2020-2025 (USD Million)
Table 138 Japan: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 139 Japan: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 140 Japan: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 141 Japan: Market Size, by Organization Size, 2020-2025 (USD Million)
10.4.9 India
Table 142 India: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 143 India: Market Size, by Component, 2020-2025 (USD Million)
Table 144 India: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 145 India: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 146 India: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 147 India: Market Size, by Organization Size, 2020-2025 (USD Million)
10.4.10 Australia and New Zealand
Table 148 Australia and New Zealand: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 149 Australia and New Zealand: Market Size, by Component, 2020-2025 (USD Million)
Table 150 Australia and New Zealand: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 151 Australia and New Zealand: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 152 Australia and New Zealand: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 153 Australia and New Zealand: Market Size, by Organization Size, 2020-2025 (USD Million)
10.4.11 Indonesia
Table 154 Indonesia: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 155 Indonesia: Market Size, by Component, 2020-2025 (USD Million)
Table 156 Indonesia: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 157 Indonesia: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 158 Indonesia: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 159 Indonesia: Market Size, by Organization Size, 2020-2025 (USD Million)
10.4.12 Rest of Asia-Pacific
Table 160 Rest of Asia-Pacific: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 161 Rest of Asia-Pacific: Market Size, by Component, 2020-2025 (USD Million)
Table 162 Rest of Asia-Pacific: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 163 Rest of Asia-Pacific: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 164 Rest of Asia-Pacific: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 165 Rest of Asia-Pacific: Market Size, by Organization Size, 2020-2025 (USD Million)
10.5 Middle East and Africa
10.5.1 Middle East and Africa: Market Drivers
10.5.2 Middle East and Africa: COVID-19 Impact
10.5.3 Middle East and Africa: Regulatory Implications
10.5.4 Personal Data Protection Law
10.5.5 Cloud Computing Regulatory Framework
Table 166 Middle East and Africa: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 167 Middle East and Africa: Market Size, by Component, 2020-2025 (USD Million)
Table 168 Middle East and Africa: Market Size, by Solution, 2015-2019 (USD Million)
Table 169 Middle East and Africa: Market Size, by Solution, 2020-2025 (USD Million)
Table 170 Middle East and Africa: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 171 Middle East and Africa: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 172 Middle East and Africa: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 173 Middle East and Africa: Market Size, by Organization Size, 2020-2025 (USD Million)
Table 174 Middle East and Africa: Market Size, by Industry, 2015-2019 (USD Million)
Table 175 Middle East and Africa: Market Size, by Industry, 2020-2025 (USD Million)
Table 176 Middle East and Africa: Market Size, by Country, 2015-2019 (USD Million)
Table 177 Middle East and Africa : Market Size, by Country, 2020-2025 (USD Million)
10.5.6 Kingdom of Saudi Arabia
Table 178 Kingdom of Saudi Arabia: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 179 Kingdom of Saudi Arabia: Market Size, by Component, 2020-2025 (USD Million)
Table 180 Kingdom of Saudi Arabia: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 181 Kingdom of Saudi Arabia: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 182 Kingdom of Saudi Arabia: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 183 Kingdom of Saudi Arabia: Market Size, by Organization Size, 2020-2025 (USD Million)
10.5.7 United Arab Emirates
Table 184 United Arab Emirates: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 185 United Arab Emirates: Market Size, by Component, 2020-2025 (USD Million)
Table 186 United Arab Emirates: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 187 United Arab Emirates: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 188 United Arab Emirates: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 189 United Arab Emirates: Market Size, by Organization Size, 2020-2025 (USD Million)
10.5.8 South Africa
Table 190 South Africa: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 191 South Africa: Market Size, by Component, 2020-2025 (USD Million)
Table 192 South Africa: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 193 South Africa: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 194 South Africa: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 195 South Africa: Market Size, by Organization Size, 2020-2025 (USD Million)
10.5.9 Rest of Middle East and Africa
Table 196 Rest of Middle East and Africa: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 197 Rest of Middle East and Africa: Market Size, by Component, 2020-2025 (USD Million)
Table 198 Rest of Middle East and Africa: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 199 Rest of Middle East and Africa: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 200 Rest of Middle East and Africa: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 201 Rest of Middle East and Africa: Market Size, by Organization Size, 2020-2025 (USD Million)
10.6 Latin America
10.6.1 Latin America: Market Drivers
10.6.2 Latin America: COVID-19 Impact
10.6.3 Latin America: Regulatory Implications
10.6.4 Federal Law on Protection of Personal Data Held by Individuals
Table 202 Latin America: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 203 Latin America: Market Size, by Component, 2020-2025 (USD Million)
Table 204 Latin America: Market Size, by Solution, 2015-2019 (USD Million)
Table 205 Latin America: Market Size, by Solution, 2020-2025 (USD Million)
Table 206 Latin America: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 207 Latin America: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 208 Latin America: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 209 Latin America: Market Size, by Organization Size, 2020-2025 (USD Million)
Table 210 Latin America: Market Size, by Industry, 2015-2019 (USD Million)
Table 211 Latin America: Market Size, by Industry, 2020-2025 (USD Million)
Table 212 Latin America: Market Size, by Country, 2015-2019 (USD Million)
Table 213 Latin America: Market Size, by Country, 2020-2025 (USD Million)
10.6.5 Brazil
Table 214 Brazil: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 215 Brazil: Market Size, by Component, 2020-2025 (USD Million)
Table 216 Brazil: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 217 Brazil: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 218 Brazil: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 219 Brazil: Market Size, by Organization Size, 2020-2025 (USD Million)
10.6.6 Mexico
Table 220 Mexico: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 221 Mexico: Market Size, by Component, 2020-2025 (USD Million)
Table 222 Mexico: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 223 Mexico: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 224 Mexico: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 225 Mexico: Market Size, by Organization Size, 2020-2025 (USD Million)
10.6.7 Rest of Latin America
Table 226 Rest of Latin America: Cloud-Based Contact Center Market Size, by Component, 2015-2019 (USD Million)
Table 227 Rest of Latin America: Market Size, by Component, 2020-2025 (USD Million)
Table 228 Rest of Latin America: Market Size, by Deployment Model, 2015-2019 (USD Million)
Table 229 Rest of Latin America: Market Size, by Deployment Model, 2020-2025 (USD Million)
Table 230 Rest of Latin America: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 231 Rest of Latin America: Market Size, by Organization Size, 2020-2025 (USD Million)

11 Competitive Landscape
11.1 Market Evaluation Framework
Figure 39 Market Evaluation Framework
11.2 Market Share Analysis
Figure 40 Market Share Analysis of Companies in the Cloud-Based Contact Center Market
11.3 Historical Revenue Analysis of Leading Players
Figure 41 Historical Five-Year Revenue Analysis of Leading Players, 2015-2019
11.4 Company Evaluation Matrix
11.4.1 Definitions and Methodology
Table 232 Company Evaluation Matrix: Criteria and Weightage
11.4.2 Star
11.4.3 Emerging Leaders
11.4.4 Pervasive
11.4.5 Participant
Figure 42 Cloud-Based Contact Center Market (Global): Company Evaluation Matrix, 2020
11.5 Small and Medium Enterprise / Startup Evaluation Matrix
11.5.1 Definitions and Methodology
Table 233 Small and Medium Enterprise/Startup Evaluation Matrix: Criteria Weightage
11.5.2 Progressive Companies
11.5.3 Responsive Companies
11.5.4 Dynamic Companies
11.5.5 Starting Blocks
Figure 43 Cloud-Based Contact Center Market (Global): Some/Start-Up Evaluation Matrix, 2020

12 Company Profiles
12.1 Introduction
(Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, Analyst's View)*
12.2 Nice
Figure 44 Nice: Company Snapshot
12.3 Genesys
12.4 Five9
Figure 45 Five9: Company Snapshot
12.5 Vonage
Figure 46 Vonage: Company Snapshot
12.6 Talkdesk
12.7 8X8
Figure 47 8X8: Company Snapshot
12.8 Cisco
Figure 48 Cisco: Company Snapshot
12.9 Avaya
Figure 49 Avaya: Company Snapshot
12.10 Serenova
12.11 Content Guru
12.12 Aspect Software
12.13 Ringcentral
12.14 Enghouse Interactive
12.15 3Clogic
12.16 Ameyo
12.17 Twilio
12.18 Vocalcom
12.19 Evolve IP
*Details on Business Overview, Products, Solutions, & Services, Key Insights, Recent Developments, SWOT Analysis, Analyst's View Might Not be Captured in Case of Unlisted Companies.
12.20 Startup/SME Profiles
12.20.1 Pypestream
12.20.2 Techsee
12.20.3 Aircall
12.20.4 Sentiment Machines
12.20.5 Nubitel
12.20.6 Justcall
12.20.7 Dialer360
12.20.8 Servetel
12.20.9 Neodove
12.20.10 Rulai

13 Adjacent and Related Markets
13.1 Introduction
13.1.1 Related Markets
13.1.2 Limitations
13.2 Contact Center Software Market
13.2.1 Market Definition
Table 234 Contact Center Software Market Size, by Component, 2016-2023 (USD Million)
Table 235 Software: Contact Center Software Market Size, by Type, 2016-2023 (USD Million)
Table 236 Software: Contact Center Software Market Size, by Region, 2016-2023 (USD Million)
Table 237 Services: Contact Center Software Market Size, by Type, 2016-2023 (USD Million)
Table 238 Services: Contact Center Software Market Size, by Region, 2016-2023 (USD Million)
13.3 Contact Center Analytics Market
13.3.1 Market Definition
Table 239 Contact Center Analytics Market Size, by Component, 2015-2022 (USD Million)
Table 240 Software: Contact Center Analytics Market Size, by Type, 2015-2022 (USD Million)
Table 241 Services: Contact Center Analytics Market Size, by Type, 2015-2022 (USD Million)

14 Appendix
14.1 Discussion Guide
14.2 Knowledge Store: The Subscription Portal
14.3 Available Customizations

Note: Product cover images may vary from those shown
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  • 3Clogic
  • 8X8
  • Aircall
  • Ameyo
  • Aspect Software
  • Avaya
  • Cisco
  • Content Guru
  • Dialer360
  • Enghouse Interactive
  • Evolve IP
  • Five9
  • Genesys
  • Justcall
  • Neodove
  • Nice
  • Nubitel
  • Pypestream
  • Ringcentral
  • Rulai
  • Sentiment Machines
  • Serenova
  • Servetel
  • Talkdesk
  • Techsee
  • Twilio
  • Vocalcom
  • Vonage
Note: Product cover images may vary from those shown
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