The latest research study “Cloud-based Contact Center Market Report: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2022-2027” by IMARC Group, finds that the global cloud-based contact center market reached a value of US$ 17.7 Billion in 2021. Looking forward, IMARC Group expects the market to reach a value of US$ 63.8 Billion by 2027, exhibiting a CAGR of 23.10% during 2022-2027.
Covid-19 Impact:
We are regularly tracking the direct effect of COVID-19 on the market, along with the indirect influence of associated industries. These observations will be integrated into the report.
Industry Definition and Application:
A cloud-based contact center combines various communication channels into a single system for allowing agents to connect with customers over an email, phone call, or instant message while maintaining a constant record. It can be categorized into several types, including public, private, and hybrid solutions. Cloud-based contact center offers workforce administration tools so that supervisors and agents can manage their time effectively. As a result, this solution finds widespread applications across various sectors, such as consumer goods, retail, banking, financial services and insurance (BFSI), healthcare, manufacturing, information technology (IT), telecommunications, etc.
Global Cloud-based Contact Center Market Trends and Drivers:
The escalating demand for these solutions in organizations over the traditional on-premises model, owing to their scalability, affordability, and flexibility features, is among the primary factors driving the cloud-based contact center market. Besides this, the increasing digitalization in the banking, financial service and insurance (BFSI) industry to reduce human errors, provide enhanced services, and save time is further augmenting the market growth. Apart from this, the elevating utilization of cloud-based contact center-as-a-service (CCaaS) solutions to minimize ownership costs, decrease downtime, and ensure business continuity is also catalyzing the global market. Moreover, the growing need for cloud solutions that offer reliability, excellent security, and convenience at affordable prices is acting as another significant growth-inducing factor. Furthermore, the development of natural interactive voice response (IVR) by the leading players to facilitate interactive chatbots for customers is anticipated to propel the cloud-based contact center market over the forecasted period.
| Cloud-based Contact Center Market Report Scope | |
| Report Coverage | Details |
| Market size value in 2021 | US$ 17.7 Billion |
| Market forecast in 2027 | US$ 63.8 Billion |
| Growth Rate | CAGR of 23.10% from 2022 to 2027 |
| Base year for estimation | 2021 |
| Historical data | 2016-2021 |
| Forecast period | 2022-2027 |
| Report coverage | Revenue forecast, company ranking, competitive landscape, growth factors, and trends |
| Segments covered | Component, Deployment Mode, Organization Size, End Use Industry and Region |
| Regional scope | North America, Europe, Asia-Pacific, Latin America, Middle East and Africa |
| Key companies profiled | 3CLogic, 8×8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom and Vonage. |
| Market Dynamics | Parent market analysis, Market growth inducers and obstacles, Fast-growing and slow-growing segment analysis, COVID 19 impact and future consumer dynamics, market condition analysis for forecast period, |
| Customization preview | If our report has not included the data that you are looking for, you can reach out to our analysts and get segments customized. |
Report Segmentation:
The report has been segmented the market into following categories:
Breakup by Component:
- Solution
- Automatic Call Distribution
- Agent Performance Optimization
- Dialers
- Interactive Voice Response
- Computer Telephony Integration
- Analytics and Reporting
- Service
- Professional Services
- Managed Services
Breakup by Deployment Mode:
- Public Cloud
- Private Cloud
- Hybrid Cloud
Breakup by Organization Size:
- Small and Medium-sized Enterprises
- Large Enterprises
Breakup by End Use Industry:
- BFSI
- IT and Telecom
- Media and Entertainment
- Retail
- Logistics and Transport
- Healthcare
- Others
By Geography:
- North America
- United States
- Canada
- Asia-Pacific
- China
- Japan
- India
- South Korea
- Australia
- Indonesia
- Others
- Europe
- Germany
- France
- United Kingdom
- Italy
- Spain
- Russia
- Others
- Latin America
- Brazil
- Mexico
- Others
- Middle East and Africa
List of Major Key Players:
The major players in the market are 3CLogic, 8×8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom and Vonage.
About Us:
IMARC Group is a leading market research company that offers management strategy and market research worldwide. We partner with clients in all sectors and regions to identify their highest-value opportunities, address their most critical challenges, and transform their businesses.
IMARC’s information products include major market, scientific, economic and technological developments for business leaders in pharmaceutical, industrial, and high technology organizations. Market forecasts and industry analysis for biotechnology, advanced materials, pharmaceuticals, food and beverage, travel and tourism, nanotechnology and novel processing methods are at the top of the company’s expertise.
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List of Tables
Table 1: Global: Cloud-based Contact Center Market: Key Industry Highlights, 2021 and 2027
Table 2: Global: Cloud-based Contact Center Market Forecast: Breakup by Component (in Million US$), 2022-2027
Table 3: Global: Cloud-based Contact Center Market Forecast: Breakup by Deployment Mode (in Million US$), 2022-2027
Table 4: Global: Cloud-based Contact Center Market Forecast: Breakup by Organization Size (in Million US$), 2022-2027
Table 5: Global: Cloud-based Contact Center Market Forecast: Breakup by End Use Industry (in Million US$), 2022-2027
Table 6: Global: Cloud-based Contact Center Market Forecast: Breakup by Region (in Million US$), 2022-2027
Table 7: Global: Cloud-based Contact Center Market: Competitive Structure
Table 8: Global: Cloud-based Contact Center Market: Key Players
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