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市場調查報告書
商品編碼
1519704

2024-2032 年基於雲端的聯絡中心市場報告（按組件、部署模式、組織規模、最終用途行業和地區）

Cloud-based Contact Center Market Report by Component, Deployment Mode, Organization Size, End Use Industry, and Region 2024-2032
出版日期: | 出版商: IMARC | 英文 149 Pages | 商品交期: 2-3個工作天內

價格

2023年，全球IMARC Group聯絡中心市場規模達到272億美元。對可擴展用戶服務解決方案的需求不斷成長、雲端技術的進步、成本效率和靈活性的增強、遠端工作模式的日益採用以及全通路通訊平台的日益普及是推動市場成長的一些因素。

基於雲端的聯絡中心市場分析：

主要市場促進因素：由於對遠端工作選項的需求不斷增加、用戶滿意度提高以及基於雲端的解決方案提供的多功能性，市場正在經歷強勁成長。

主要市場趨勢：人工智慧（AI）和機器學習（ML）的結合以提高用戶服務自動化和客製化。此外，全通路通訊平台變得越來越流行，提供跨管道的流暢用戶交互，例如語音、電子郵件、聊天和社交媒體。

地理趨勢：由於先進的技術基礎設施和雲端服務的早期採用，北美在市場上佔據主導地位。

競爭格局：該行業的一些主要市場參與者包括 3CLogic、8x8 Inc.、Avaya Inc.、Cisco Systems Inc.、Content Guru Limited、Five9 Inc.、Genesys、NICE Ltd.、RingCentral Inc.、Talkdesk、Twilio Inc. .、Vocalcom 和Vonage 等。

挑戰與機會：對資料保護、遵守法規以及可靠網路存取的必要性的擔憂正在影響基於雲端的聯絡中心市場收入。然而，對高級分析、與客戶關係管理 (CRM) 系統的整合功能的需求不斷成長以及中小型企業 (SME) 日益轉向基於雲端的解決方案帶來了機會。

基於雲端的聯絡中心市場趨勢：

增強的使用者體驗和個人化

現代人透過各種平台進行快速、有效且客製化的溝通。基於雲端的聯絡中心利用人工智慧 (AI) 和機器學習 (ML) 等先進技術來分析使用者資訊並提供個人化互動。整合全通路功能可確保流暢的使用者體驗，無論互動是透過電話、電子郵件、聊天或社群媒體進行。基於雲端的聯絡中心透過提供可靠和一流的體驗，幫助組織與使用者建立更好的聯繫，從而在競爭激烈的市場中取得更大的成功。根據基於雲端的聯絡中心市場的最新發展，Five9 於 2024 年 6 月透露了其服務雲端語音整合的擴展，以納入 Salesforce Einstein，為客戶提供先進的人工智慧驅動選項來增強體驗。這些新功能的目標是為座席提供改進的使用者服務和聯絡中心管理工具，例如即時通話轉錄以及與 Einstein Conversation Insights 的整合。

成本效率和可擴展性

基於雲端的解決方案採用訂閱模式，降低資本支出並提供一致的營運費用。這些解決方案可以透過增加或減少容量來輕鬆適應業務需求，使組織能夠適應季節性變化或擴張。此外，基於雲端的聯絡中心提供更快的部署和整合，減少停機時間並加快價值實現時間，這在現代商業環境中至關重要。基於雲端的聯絡中心使企業能夠提高營運效率，適應不斷變化的需求，並專注於提供卓越的服務，而無需昂貴的基礎設施投資，因為減少了財務障礙並提高了靈活性。 2024 年 5 月，一家歐洲機場和旅遊零售集團選擇 3CLogic 與 ServiceNow 的客戶服務管理 (CSM) 產品整合，使用人工智慧驅動的分析和聯絡中心解決方案來改善營運工作流程和客戶互動。該組織做出這項決定是為了集中流程、最大限度地減少手動任務並增強分析洞察力，以滿足乘客和內部客戶的複雜需求。

提高員工生產力和滿意度

組織對員工效率和滿意度的日益關注正在支持基於雲端的聯絡中心市場的成長。這些平台提供了複雜的工具和功能，可以簡化工作流程並減少手動工作，使代理商能夠專注於更複雜和更有效率的任務。自動呼叫分配、即時分析和人工智慧驅動的支援可提高生產力並幫助座席提供一流的服務。此外，基於雲端的系統可以實現靈活的工作設置，例如遠端工作，從而可能提高工作滿意度並改善工作與生活的平衡。創造一個支持性且有效率的工作環境可以幫助企業提高員工士氣、降低流動率並提高生產力。基於雲端的聯絡中心使座席能夠從任何地方存取必要的資訊和工具，確保一致性和靈活性。 2024 年 1 月，8x8 發布了其雲端聯絡中心和統一通訊平台的更新，例如人工智慧產生的會後摘要、全通路體驗和生產力增強，旨在增強客戶和員工體驗。

基於雲端的聯絡中心市場區隔：

IMARC Group提供了每個細分市場主要雲端聯絡中心市場趨勢的分析，以及 2024-2032 年全球、區域和國家層面的預測。我們的報告根據組件、部署模式、組織規模和最終用途行業對市場進行了分類。

按組件分類：

解決方案

自動呼叫分配

代理性能最佳化

撥號器

互動語音應答

電腦電話整合

分析和報告

服務

專業的服務

管理服務

解決方案佔據大部分市場佔有率

該報告根據組成部分提供了詳細的市場細分和分析。這包括解決方案（自動呼叫分配、座席性能最佳化、撥號器、互動式語音回應、電腦電話整合以及分析和報告）和服務（專業和託管服務）。根據該報告，解決方案（自動呼叫分配、座席性能最佳化、撥號器、互動式語音回應、電腦電話整合以及分析和報告）代表了最大的部分。

解決方案包括自動呼叫分配、座席性能最佳化、撥號器、互動式語音應答 (IVR)、電腦電話整合 (CTI) 以及分析和報告，佔據了大部分市場佔有率。這部分因其廣泛的服務而脫穎而出，提高了用戶服務的效率和效果。自動呼叫分配可確保高效率的呼叫路由、最大限度地減少等待時間並提高個人滿意度。代理性能最佳化工具監控並提高生產力。撥號器可自動執行出站呼叫，進而提高效率。自動撥號器簡化了撥出呼叫，並提高了工作效率。 IVR 提供自助功能，無需座席參與即可解決典型查詢。 CTI將電話系統與網路結合，提供客製化服務。分析和報告為基於資料的決策提供資訊，使這些工具對於當代呼叫中心至關重要。 2023 年 8 月，8x8 在其智慧客戶助理中推出了語音對話 AI 功能，擴大了聯絡中心客戶的自助服務選擇。這項改進使工作流程更加高效，並提供快速部署選項以提高客戶滿意度。

按部署模式分類：

公共雲端

私有雲端

混合雲端

公共雲端佔據產業最大佔有率

報告還根據部署模式對市場進行了詳細的細分和分析。這包括公有雲、私有雲和混合雲端。報告顯示，公有雲佔據了最大的市場佔有率。

根據基於雲端的聯絡中心市場預測，公共雲端是市場的領先部分。公共雲端部署提供了主要優勢，例如經濟性、靈活性和便利性。公司更喜歡使用公有雲解決方案，因為它們可以根據需求快速增加或減少容量，而無需在硬體和基礎設施方面進行大量初始投資。此外，希望改善用戶服務營運的組織可以受益於公有雲端服務強大的安全功能和認證產品，這使它們成為理想的選擇。領先的雲端服務供應商不斷創新，確保聯絡中心靈活、可靠並且能夠回應市場需求，推動公有雲模型的廣泛採用。

按組織規模分類：

中小企業

大型企業

大型企業代表主導細分市場

該報告根據組織規模對市場進行了詳細的細分和分析。這包括中小企業和大型企業。報告稱，大型企業佔最大部分。

大型企業由於其廣泛的用戶範圍和複雜的營運需求，在基於雲端的聯絡中心市場前景中處於領先地位。這些組織從基於雲端的聯絡中心解決方案的先進功能中受益匪淺，這些解決方案提供可擴展性、與現有系統的整合以及強大的資料分析。大型企業經常進行各種廣泛的活動，需要一個適應性強且可靠的通訊網路，能夠處理各種管道上的大量用戶參與。基於雲端的解決方案非常有價值，因為它們能夠提供個人化的個人服務、提高座席績效並透過自動呼叫分配和互動式語音回應等功能簡化操作。 2024 年 6 月，Endress+Hauser 選擇 Contact Center for Service Cloud Voice 來改善個人聯繫並提高效率。該解決方案連接到 Salesforce CRM，為這家跨國公司在所有平台上提供自動化、智慧呼叫指導和個人化互動。

依最終用途行業細分：

BFSI

資訊科技和電信

媒體與娛樂

零售

物流與運輸

衛生保健

其他

IT和電信引領市場，佔據最大的雲端聯絡中心市場佔有率

報告還提供了基於最終用途行業的詳細市場細分和分析。這包括 BFSI、IT 和電信、媒體和娛樂、零售、物流和運輸、醫療保健等。報告顯示，IT和電信佔據了最大的市場佔有率。

由於對可靠和可擴展的用戶服務解決方案的強烈需求，IT 和電信佔據了最大的市場佔有率。該行業嚴重依賴基於雲端的聯絡中心來處理廣泛而複雜的個人交互，保證服務不間斷，並及時解決技術問題。結合人工智慧和機器學習等先進技術可以提高服務客製化和有效性，這對於 IT 和電信公司維持用戶滿意度和忠誠度至關重要。此外，業界的快速創新和定期更新需要靈活且適應性強的通訊系統，這使得基於雲端的聯絡中心成為完美匹配。

按地區分類：

北美洲

美國

加拿大

亞太

中國

日本

印度

韓國

澳洲

印尼

其他

歐洲

德國

法國

英國

義大利

西班牙

俄羅斯

其他

拉丁美洲

巴西

墨西哥

其他

中東和非洲

北美在市場上表現出明顯的主導地位

該報告還對所有主要區域市場進行了全面分析，其中包括北美（美國和加拿大）；亞太地區（中國、日本、印度、韓國、澳洲、印尼等）；歐洲（德國、法國、英國、義大利、西班牙、俄羅斯等）；拉丁美洲（巴西、墨西哥等）；以及中東和非洲。報告稱，北美是雲端聯絡中心最大的區域市場。

北美地區因其先進的技術和雲端服務的廣泛使用而引領市場。強勁的經濟和對用戶服務技術的大量投資正在推動基於雲端的聯絡中心需求。北美企業重視提高個人體驗和營運效率，這使得它們成為最早採用人工智慧、機器學習和雲端平台分析等尖端技術的企業之一。此外，主要市場參與者的存在和精通技術的企業的高度集中也促進了市場的成長。該地區也利用有利的監管條件促進尖端雲端服務的實施，確保強力的安全和合規措施。 2024 年3 月，專門從事數位通訊技術的美國跨國公司思科擴大了Webex 雲端客戶體驗解決方案的產品範圍，為聯絡中心以外的員工推出了Webex Customer Experience Essentials，並改善了Webex Contact Center 中的AI 功能，從而提高了使用者體驗互動和代理體驗。

競爭格局：

市場研究報告也對市場競爭格局進行了全面分析。也提供了所有主要公司的詳細資料。該行業的一些主要市場參與者包括 3CLogic、8x8 Inc.、Avaya Inc.、Cisco Systems Inc.、Content Guru Limited、Five9 Inc.、Genesys、NICE Ltd.、RingCentral Inc.、Talkdesk、Twilio Inc.、Vocalcom和沃內奇。

（請注意，這只是關鍵參與者的部分列表，報告中提供了完整列表。）

基於雲端的聯絡中心公司正在透過不斷創新和整合人工智慧、機器學習和全通路協助等先進元素來優先提高其技術能力。他們還擴大服務範圍，以提供滿足各種行業需求的完整解決方案。策略合作、合併和收購經常被用來增強市場地位和擴大地域覆蓋範圍。此外，這些企業正在投入資金實施強而有力的安全措施，以管理資料隱私擔憂和監管遵守情況。主要參與者致力於透過提供適應性強、高效的用戶服務解決方案來滿足不同行業企業不斷變化的需求。 2023 年 9 月，Avaya 和 RingCentral 擴大了合作範圍，在全球 13 個市場推出了 Avaya Cloud Office，特別是北美、西歐、亞洲、澳洲和紐西蘭。 Avaya 將其雲端聯絡中心更名為體驗平台，專注於人工智慧驅動的進步，以提高員工效率和客戶滿意度。此外，Avaya 與當地服務供應商合作，更新了通路合作夥伴策略，透過雲端服務改善客戶客製化。

基於雲端的聯絡中心市場新聞：

2024 年2 月：思科系統公司在阿姆斯特丹Cisco Live 上宣布了合作夥伴關係和AI 創新，包括與NVIDIA 合作部署安全的AI 基礎設施，以及為Webex Suite 和聯絡中心發布Cisco AI Assistant 功能，從而增強雲端基礎聯絡中心功能。這些措施旨在為組織提供人工智慧驅動的解決方案。

2024 年 1 月：3CLogic 宣布透過設立新辦事處，將其人工智慧驅動的雲端聯絡中心服務擴展到歐洲。採取這項行動是為了滿足其 ServiceNow 和 SAP 整合解決方案不斷成長的需求，在歐洲市場顯示出可觀的擴張。

2023 年 12 月：Ty Inc. 部署 8x8 XCaaS 雲端聯絡中心和統一通訊平台，以增強用戶參與度、改善員工協作並降低成本。此實施每年節省 75,000 美元，並簡化了溝通流程，改善了客戶和員工體驗。

本報告回答的關鍵問題

  • 2023年全球雲端聯絡中心市場規模有多大
  • 2024-2032年全球雲端聯絡中心市場的預期成長率是多少
  • 推動全球雲端聯絡中心市場的關鍵因素是什麼
  • COVID-19 對全球雲端聯絡中心市場有何影響
  • 全球雲端聯絡中心市場按組​​件分類是怎樣的
  • 全球雲端聯絡中心市場依部署模式分類是怎樣的
  • 根據組織規模，全球基於雲端的聯絡中心市場的詳細情形如何
  • 基於終端使用產業的全球雲端聯絡中心市場細分如何
  • 全球雲端聯絡中心市場的重點區域有哪些
  • 10. 全球雲端聯絡中心市場的主要參與者/公司有哪些？

本報告回答的關鍵問題

  • 2023年全球雲端聯絡中心市場規模有多大？
  • 2024-2032年全球雲端聯絡中心市場的預期成長率為何？
  • 推動全球雲端聯絡中心市場的關鍵因素是什麼？
  • COVID-19 對全球雲端聯絡中心市場有何影響？
  • 全球雲端聯絡中心市場按組​​件分類是怎樣的？
  • 全球雲端聯絡中心市場依部署模式分類是怎樣的？
  • 根據組織規模，全球基於雲端的聯絡中心市場的詳細情形如何？
  • 基於終端使用產業的全球雲端聯絡中心市場的詳細情形如何？
  • 全球雲端聯絡中心市場的重點區域有哪些？
  • 全球雲端聯絡中心市場的主要參與者/公司有哪些？

目錄

第1章：前言

第 2 章：範圍與方法

  • 研究目的
  • 利害關係人
  • 資料來源
    • 主要資源
    • 二手資料
  • 市場預測
    • 自下而上的方法
    • 自上而下的方法
  • 預測方法

第 3 章：執行摘要

第 4 章：簡介

  • 概述
  • 主要行業趨勢

第 5 章：全球基於雲端的聯絡中心市場

  • 市場概況
  • 市場業績
  • COVID-19 的影響
  • 市場預測

第 6 章：市場區隔：按組成部分

  • 解決方案
    • 市場走向
    • 關鍵環節
      • 自動呼叫分配
      • 代理性能最佳化
      • 撥號器
      • 互動語音應答
      • 電腦電話整合
      • 分析和報告
    • 市場預測
  • 服務
    • 市場走向
    • 關鍵環節
      • 專業的服務
      • 管理服務
    • 市場預測

第 7 章：市場區隔：依部署模式

  • 公共雲端
    • 市場走向
    • 市場預測
  • 私有雲端
    • 市場走向
    • 市場預測
  • 混合雲端
    • 市場走向
    • 市場預測

第 8 章：市場區隔：依組織規模

  • 中小企業
    • 市場走向
    • 市場預測
  • 大型企業
    • 市場走向
    • 市場預測

第 9 章：市場區隔：依最終用途產業

  • BFSI
    • 市場走向
    • 市場預測
  • 資訊科技和電信
    • 市場走向
    • 市場預測
  • 媒體與娛樂
    • 市場走向
    • 市場預測
  • 零售
    • 市場走向
    • 市場預測
  • 物流與運輸
    • 市場走向
    • 市場預測
  • 衛生保健
    • 市場走向
    • 市場預測
  • 其他
    • 市場走向
    • 市場預測

第 10 章：市場區隔：按地區

  • 北美洲
    • 美國
    • 加拿大
  • 亞太
    • 中國
    • 日本
    • 印度
    • 韓國
    • 澳洲
    • 印尼
    • 其他
  • 歐洲
    • 德國
    • 法國
    • 英國
    • 義大利
    • 西班牙
    • 俄羅斯
    • 其他
  • 拉丁美洲
    • 巴西
    • 墨西哥
    • 其他
  • 中東和非洲
    • 市場走向
    • 市場細分：按國家/地區
    • 市場預測

第 11 章：SWOT 分析

  • 概述
  • 優勢
  • 弱點
  • 機會
  • 威脅

第 12 章：價值鏈分析

第 13 章：波特五力分析

  • 概述
  • 買家的議價能力
  • 供應商的議價能力
  • 競爭程度
  • 新進入者的威脅
  • 替代品的威脅

第 14 章：價格分析

第15章：競爭格局

  • 市場結構
  • 關鍵參與者
  • 關鍵參與者簡介
    • 3CLogic
    • 8x8 Inc.
    • Avaya Inc.
    • Cisco Systems Inc.
    • Content Guru Limited
    • Five9 Inc.
    • Genesys
    • NICE Ltd.
    • RingCentral Inc.
    • Talkdesk
    • Twilio Inc.
    • Vocalcom
    • Vonage
Product Code: SR112024A5265

The global cloud-based contact center market size reached US$ 27.2 Billion in 2023. Looking forward, IMARC Group expects the market to reach US$ 148.1 Billion by 2032, exhibiting a growth rate (CAGR) of 20.3% during 2024-2032. The growing demand for scalable user service solutions, advancements in cloud technology, cost-efficiency, and enhanced flexibility, rising adoption of remote working model, and increasing popularity of omnichannel communication platforms are some of the factors impelling the market growth.

Cloud-based Contact Center Market Analysis:

Major Market Drivers: The market is experiencing robust growth because of increasing demand for remote work options, improved user satisfaction, and the versatility provided by cloud-based solutions.

Key Market Trends: The incorporation of artificial intelligence (AI) and machine learning (ML) to improve user service automation and customization. Additionally, omnichannel communication platforms are becoming more popular, offering smooth user interactions across channels, such as voice, email, chat, and social media.

Geographical Trends: North America dominates the market owing to advanced technological infrastructure and early adoption of cloud services.

Competitive Landscape: Some of the major market players in the industry include 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom and Vonage, among many others.

Challenges and Opportunities: Concerns about data protection, adhering to regulations, and the necessity for dependable internet access are influencing the cloud-based contact center market revenue. However, opportunities from the rising need for advanced analytics, integration features with customer relationship management (CRM) systems and the growing shift towards cloud-based solutions in small and medium-sized enterprises (SMEs).

Cloud-based Contact Center Market Trends:

Enhanced User Experience and Personalization

Modern individuals engage in quick, effective, and customized communication through various platforms. Cloud-based contact centers utilize advanced technologies like artificial intelligence (AI) and machine learning (ML) to analyze user information and provide personalized interactions. Incorporating omnichannel functionalities guarantees a smooth user experience, regardless of whether the engagement takes place through phone, email, chat, or social media. Cloud-based contact centers assist organizations in creating better connections with users by offering reliable and top-notch experiences, leading to increased success in a competitive market. In line with the cloud-based contact center market recent developments, in June 2024, Five9 revealed an expansion of its Service Cloud Voice integration to incorporate Salesforce Einstein, providing clients with advanced AI-driven options to enhance experiences. The goal of these new features is to give agents improved tools for user service and contact center management, such as real-time call transcriptions and integration with Einstein Conversation Insights.

Cost Efficiency and Scalability

Cloud-based solutions work on a subscription model, lowering capital spending and providing consistent operating expenses. These solutions can easily adjust to business demands by increasing or decreasing capacity, enabling organizations to adapt to seasonal changes or expansion. Additionally, cloud-based contact centers provide quicker deployment and integration, reducing downtime and speeding up time-to-value, which is essential in the modern business environment. Cloud-based contact centers enable businesses to enhance operational efficiency, adapt to changing demands, and focus on delivering exceptional service without expensive infrastructure investments due to reduced financial barriers and greater flexibility. In May 2024, 3CLogic was chosen by a European airport and travel retail group to integrate with ServiceNow's customer service management (CSM) product, improving operational workflows and client interactions using AI-driven analytics and contact center solutions. The organization made this decision to centralize processes, minimize manual tasks, and enhance analytical insights in order to address the intricate requirements of its passengers and internal clients.

Enhanced Employee Productivity and Satisfaction

The rising focus on employee efficiency and satisfaction among organizations is supporting the cloud-based contact center market growth. These platforms provide sophisticated tools and functionalities that simplify workflows and decrease manual duties, enabling agents to concentrate on more intricate and productive tasks. Automated call distribution, live analytics, and AI-driven support enhance productivity and aid agents in providing top-notch service. Moreover, cloud-based systems enable flexible work setups like working remotely, potentially resulting in increased job satisfaction and improved work-life balance. Creating a supportive and efficient work environment can help businesses improve employee morale, reduce turnover rates, and enhance productivity. Cloud-based contact centers enable agents to access necessary information and tools from anywhere, ensuring uniformity and flexibility. In January 2024, 8x8 revealed updates to its cloud contact center and unified communications platform, such as AI-produced post-meeting summaries, omnichannel experiences, and productivity enhancements, with the goal of enhancing client and employee experiences.

Cloud-based Contact Center Market Segmentation:

IMARC Group provides an analysis of the key cloud-based contact center market trends in each segment, along with forecasts at the global, regional, and country levels for 2024-2032. Our report has categorized the market based on component, deployment mode, organization size, and end use industry.

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

Solution accounts for the majority of the market share

The report has provided a detailed breakup and analysis of the market based on the component. This includes solution (automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration, and analytics and reporting) and service (professional and managed services). According to the report, solution (automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration, and analytics and reporting) represented the largest segment.

Solution, which includes automatic call distribution, agent performance optimization, dialers, interactive voice response (IVR), computer telephony integration (CTI), and analytics and reporting, accounts for the majority of the market share. This section stands out because of its wide range of services that improve the efficiency and effectiveness of user service. Automatic call distribution guarantees efficient call routing, minimizing hold times and enhancing individual satisfaction. Agent performance optimization tools monitor and improve productivity. Dialers automate outbound calls, increasing efficiency. Automated dialers streamline outbound calls, improving productivity. IVR offers self-help features, addressing typical inquiries without the need for agent involvement. CTI combines phone systems with networks to provide customized service. The analysis and reporting provide information for decision-making based on data, rendering these tools essential for contemporary call centers. In August 2023, 8x8 launched voice conversational AI features in its Intelligent Customer Assistant, broadening self-service choices for contact center clients. This improvement made workflows more efficient and provided quick deployment choices to enhance client satisfaction.

Breakup by Deployment Mode:

Public Cloud

Private Cloud

Hybrid Cloud

Public cloud holds the largest share of the industry

A detailed breakup and analysis of the market based on the deployment mode have also been provided in the report. This includes public cloud, private cloud, and hybrid cloud. According to the report, public cloud accounted for the largest market share.

Public cloud is the leading segment in the market as per the cloud-based contact center market forecast. Public cloud deployment provides major benefits such as affordability, flexibility, and convenience. Companies prefer using public cloud solutions because they can quickly increase or decrease capacity according to the demand without requiring significant initial investments in hardware and infrastructure. Moreover, organizations looking to improve their user service operations can benefit from the strong security features and certification offerings of public cloud services, which make them a desirable choice. Leading cloud service providers continuously innovate, ensuring contact centers are flexible, reliable, and responsive to market needs, driving the widespread adoption of public cloud models.

Breakup by Organization Size:

Small and Medium-sized Enterprises

Large Enterprises

Large enterprises represent the leading market segment

The report has provided a detailed breakup and analysis of the market based on the organization size. This includes small and medium-sized enterprises and large enterprises. According to the report, large enterprises represented the largest segment.

Large enterprises lead the market as per the cloud-based contact center market outlook due to their wide range of users and intricate operational needs. These organizations benefit significantly from the advanced capabilities of cloud-based contact center solutions, which offer scalability, integration with existing systems, and robust data analytics. Large enterprises frequently have various and extensive activities, requiring an adaptable and dependable communication network that can handle large amounts of user engagements on various channels. Cloud-based solutions are highly valuable for their ability to offer personalized individual service, improve agent performance, and streamline operations with features like automatic call distribution and interactive voice response. In June 2024, Endress+Hauser chose Vonage Contact Center for Service Cloud Voice to improve individual connections and increase efficiency. This solution is connected to Salesforce CRM, offering automation, smart call directing, and personalized interactions on all platforms for the international corporation.

Breakup by End Use Industry:

BFSI

IT and Telecom

Media and Entertainment

Retail

Logistics and Transport

Healthcare

Others

IT and telecom lead the market, accounting for the largest cloud-based contact center market share

A detailed breakup and analysis of the market based on the end use industry have also been provided in the report. This includes BFSI, IT and telecom, media and entertainment, retail, logistics and transport, healthcare, and others. According to the report, IT and telecom accounted for the largest market share.

IT and telecom hold the biggest market share owing to the strong need for reliable and scalable user service solutions. This sector heavily depends on cloud-based contact centers to handle extensive and complex individual interactions, guarantee uninterrupted service, and promptly resolve technical issues. Incorporating advanced technology like AI and ML improves service customization and effectiveness, crucial for IT and telecom firms to uphold user satisfaction and loyalty. Moreover, the fast rate of innovation and regular updates in the industry require communication systems that are flexible and adaptive, making cloud-based contact centers a perfect match.

Breakup by Region:

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

North America exhibits a clear dominance in the market

The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America represents the largest regional market for cloud-based contact center.

North America leads the market because of its advanced technology and widespread use of cloud services. The strong economy and substantial investment in user service technologies are driving the cloud-based contact center demand. North American businesses give importance to improving individual experience and operational efficiency, leading them to be among the first to embrace cutting-edge technologies, such as AI, ML, and analytics within cloud-based platforms. Furthermore, the presence of major market players and a high concentration of tech-savvy businesses are contributing to the market growth. The area also takes advantage of beneficial regulatory conditions that promote the implementation of cutting-edge cloud services, guaranteeing strong security and compliance measures. In March 2024, Cisco, a multinational American company specializing in digital communications technology, broadened its offerings in Webex cloud customer experience solutions by launching Webex Customer Experience Essentials for employees outside of contact centers and improving AI features in Webex Contact Center, resulting in better user interaction and agent experiences.

Competitive Landscape:

The market research report has also provided a comprehensive analysis of the competitive landscape in the market. Detailed profiles of all major companies have also been provided. Some of the major market players in the industry include 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom and Vonage.

(Please note that this is only a partial list of the key players, and the complete list is provided in the report.)

Cloud-based contact center companies are prioritizing the improvement of their technological capacities by consistently innovating and incorporating advanced elements like AI, ML, and omnichannel assistance. They are also broadening their range of services to provide complete solutions that meet various industry requirements. Strategic collaborations, consolidations, and takeovers are frequently used to enhance market positions and expand geographical coverage. Moreover, these businesses are putting money into strong security measures to manage data privacy worries and regulatory adherence. Key players strive to meet the changing needs of businesses in different industries by offering adaptable, efficient user service solutions. In September 2023, Avaya and RingCentral expanded their collaboration to launch Avaya Cloud Office in 13 worldwide markets, with a particular emphasis on North America, Western Europe, Asia, Australia, and New Zealand. Avaya renamed its cloud contact center as an experience platform, putting focus on AI-driven advancements for enhancing employee efficiency and client satisfaction. Moreover, Avaya worked with local service providers and updated its channel partner strategy to improve client customization via cloud services.

Cloud-based Contact Center Market News:

February 2024: Cisco Systems Inc announced partnerships and AI innovations at Cisco Live Amsterdam, including collaborations with NVIDIA to deploy secure AI infrastructure and the release of Cisco AI Assistant features for Webex Suite and Contact Center, enhancing cloud-based contact center capabilities. These initiatives aimed to empower organizations with AI-driven solutions.

January 2024: 3CLogic announced the expansion of its AI-powered cloud contact center services into Europe by launching a new office. This action was taken in response to the growing need for their ServiceNow and SAP-integrated solutions, showing considerable expansion in the European market.

December 2023: Ty Inc. deployed the 8x8 XCaaS cloud contact center and unified communications platform to enhance user engagement, improve employee collaboration, and reduce costs. This implementation provided a $75,000 yearly savings and streamlined communication processes, improving client and employee experiences.

Key Questions Answered in This Report

  • 1. What was the size of the global cloud-based contact center market in 2023?
  • 2. What is the expected growth rate of the global cloud-based contact center market during 2024-2032?
  • 3. What are the key factors driving the global cloud-based contact center market?
  • 4. What has been the impact of COVID-19 on the global cloud-based contact center market?
  • 5. What is the breakup of the global cloud-based contact center market based on the component?
  • 6. What is the breakup of the global cloud-based contact center market based on the deployment mode?
  • 7. What is the breakup of the global cloud-based contact center market based on the organization size?
  • 8. What is the breakup of the global cloud-based contact center market based on the end use industry?
  • 9. What are the key regions in the global cloud-based contact center market?
  • 10. Who are the key players/companies in the global cloud-based contact center market?

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

  • 4.1 Overview
  • 4.2 Key Industry Trends

5 Global Cloud-based Contact Center Market

  • 5.1 Market Overview
  • 5.2 Market Performance
  • 5.3 Impact of COVID-19
  • 5.4 Market Forecast

6 Market Breakup by Component

  • 6.1 Solution
    • 6.1.1 Market Trends
    • 6.1.2 Key Segments
      • 6.1.2.1 Automatic Call Distribution
      • 6.1.2.2 Agent Performance Optimization
      • 6.1.2.3 Dialers
      • 6.1.2.4 Interactive Voice Response
      • 6.1.2.5 Computer Telephony Integration
      • 6.1.2.6 Analytics and Reporting
    • 6.1.3 Market Forecast
  • 6.2 Service
    • 6.2.1 Market Trends
    • 6.2.2 Key Segments
      • 6.2.2.1 Professional Services
      • 6.2.2.2 Managed Services
    • 6.2.3 Market Forecast

7 Market Breakup by Deployment Mode

  • 7.1 Public Cloud
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2 Private Cloud
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast
  • 7.3 Hybrid Cloud
    • 7.3.1 Market Trends
    • 7.3.2 Market Forecast

8 Market Breakup by Organization Size

  • 8.1 Small and Medium-sized Enterprises
    • 8.1.1 Market Trends
    • 8.1.2 Market Forecast
  • 8.2 Large Enterprises
    • 8.2.1 Market Trends
    • 8.2.2 Market Forecast

9 Market Breakup by End Use Industry

  • 9.1 BFSI
    • 9.1.1 Market Trends
    • 9.1.2 Market Forecast
  • 9.2 IT and Telecom
    • 9.2.1 Market Trends
    • 9.2.2 Market Forecast
  • 9.3 Media and Entertainment
    • 9.3.1 Market Trends
    • 9.3.2 Market Forecast
  • 9.4 Retail
    • 9.4.1 Market Trends
    • 9.4.2 Market Forecast
  • 9.5 Logistics and Transport
    • 9.5.1 Market Trends
    • 9.5.2 Market Forecast
  • 9.6 Healthcare
    • 9.6.1 Market Trends
    • 9.6.2 Market Forecast
  • 9.7 Others
    • 9.7.1 Market Trends
    • 9.7.2 Market Forecast

10 Market Breakup by Region

  • 10.1 North America
    • 10.1.1 United States
      • 10.1.1.1 Market Trends
      • 10.1.1.2 Market Forecast
    • 10.1.2 Canada
      • 10.1.2.1 Market Trends
      • 10.1.2.2 Market Forecast
  • 10.2 Asia-Pacific
    • 10.2.1 China
      • 10.2.1.1 Market Trends
      • 10.2.1.2 Market Forecast
    • 10.2.2 Japan
      • 10.2.2.1 Market Trends
      • 10.2.2.2 Market Forecast
    • 10.2.3 India
      • 10.2.3.1 Market Trends
      • 10.2.3.2 Market Forecast
    • 10.2.4 South Korea
      • 10.2.4.1 Market Trends
      • 10.2.4.2 Market Forecast
    • 10.2.5 Australia
      • 10.2.5.1 Market Trends
      • 10.2.5.2 Market Forecast
    • 10.2.6 Indonesia
      • 10.2.6.1 Market Trends
      • 10.2.6.2 Market Forecast
    • 10.2.7 Others
      • 10.2.7.1 Market Trends
      • 10.2.7.2 Market Forecast
  • 10.3 Europe
    • 10.3.1 Germany
      • 10.3.1.1 Market Trends
      • 10.3.1.2 Market Forecast
    • 10.3.2 France
      • 10.3.2.1 Market Trends
      • 10.3.2.2 Market Forecast
    • 10.3.3 United Kingdom
      • 10.3.3.1 Market Trends
      • 10.3.3.2 Market Forecast
    • 10.3.4 Italy
      • 10.3.4.1 Market Trends
      • 10.3.4.2 Market Forecast
    • 10.3.5 Spain
      • 10.3.5.1 Market Trends
      • 10.3.5.2 Market Forecast
    • 10.3.6 Russia
      • 10.3.6.1 Market Trends
      • 10.3.6.2 Market Forecast
    • 10.3.7 Others
      • 10.3.7.1 Market Trends
      • 10.3.7.2 Market Forecast
  • 10.4 Latin America
    • 10.4.1 Brazil
      • 10.4.1.1 Market Trends
      • 10.4.1.2 Market Forecast
    • 10.4.2 Mexico
      • 10.4.2.1 Market Trends
      • 10.4.2.2 Market Forecast
    • 10.4.3 Others
      • 10.4.3.1 Market Trends
      • 10.4.3.2 Market Forecast
  • 10.5 Middle East and Africa
    • 10.5.1 Market Trends
    • 10.5.2 Market Breakup by Country
    • 10.5.3 Market Forecast

11 SWOT Analysis

  • 11.1 Overview
  • 11.2 Strengths
  • 11.3 Weaknesses
  • 11.4 Opportunities
  • 11.5 Threats

12 Value Chain Analysis

13 Porters Five Forces Analysis

  • 13.1 Overview
  • 13.2 Bargaining Power of Buyers
  • 13.3 Bargaining Power of Suppliers
  • 13.4 Degree of Competition
  • 13.5 Threat of New Entrants
  • 13.6 Threat of Substitutes

14 Price Analysis

15 Competitive Landscape

  • 15.1 Market Structure
  • 15.2 Key Players
  • 15.3 Profiles of Key Players
    • 15.3.1 3CLogic
      • 15.3.1.1 Company Overview
      • 15.3.1.2 Product Portfolio
    • 15.3.2 8x8 Inc.
      • 15.3.2.1 Company Overview
      • 15.3.2.2 Product Portfolio
    • 15.3.3 Avaya Inc.
      • 15.3.3.1 Company Overview
      • 15.3.3.2 Product Portfolio
    • 15.3.4 Cisco Systems Inc.
      • 15.3.4.1 Company Overview
      • 15.3.4.2 Product Portfolio
      • 15.3.4.3 Financials
      • 15.3.4.4 SWOT Analysis
    • 15.3.5 Content Guru Limited
      • 15.3.5.1 Company Overview
      • 15.3.5.2 Product Portfolio
    • 15.3.6 Five9 Inc.
      • 15.3.6.1 Company Overview
      • 15.3.6.2 Product Portfolio
      • 15.3.6.3 Financials
    • 15.3.7 Genesys
      • 15.3.7.1 Company Overview
      • 15.3.7.2 Product Portfolio
    • 15.3.8 NICE Ltd.
      • 15.3.8.1 Company Overview
      • 15.3.8.2 Product Portfolio
    • 15.3.9 RingCentral Inc.
      • 15.3.9.1 Company Overview
      • 15.3.9.2 Product Portfolio
      • 15.3.9.3 Financials
    • 15.3.10 Talkdesk
      • 15.3.10.1 Company Overview
      • 15.3.10.2 Product Portfolio
    • 15.3.11 Twilio Inc.
      • 15.3.11.1 Company Overview
      • 15.3.11.2 Product Portfolio
    • 15.3.12 Vocalcom
      • 15.3.12.1 Company Overview
      • 15.3.12.2 Product Portfolio
    • 15.3.13 Vonage
      • 15.3.13.1 Company Overview
      • 15.3.13.2 Product Portfolio
      • 15.3.13.3 Financials
      • 15.3.13.4 SWOT Analysis

List of Figures

  • Figure 1: Global: Cloud-based Contact Center Market: Major Drivers and Challenges
  • Figure 2: Global: Cloud-based Contact Center Market: Sales Value (in Billion US$), 2018-2023
  • Figure 3: Global: Cloud-based Contact Center Market Forecast: Sales Value (in Billion US$), 2024-2032
  • Figure 4: Global: Cloud-based Contact Center Market: Breakup by Component (in %), 2023
  • Figure 5: Global: Cloud-based Contact Center Market: Breakup by Deployment Mode (in %), 2023
  • Figure 6: Global: Cloud-based Contact Center Market: Breakup by Organization Size (in %), 2023
  • Figure 7: Global: Cloud-based Contact Center Market: Breakup by End Use Industry (in %), 2023
  • Figure 8: Global: Cloud-based Contact Center Market: Breakup by Region (in %), 2023
  • Figure 9: Global: Cloud-based Contact Center (Solution) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 10: Global: Cloud-based Contact Center (Solution) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 11: Global: Cloud-based Contact Center (Service) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 12: Global: Cloud-based Contact Center (Service) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 13: Global: Cloud-based Contact Center (Public Cloud) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 14: Global: Cloud-based Contact Center (Public Cloud) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 15: Global: Cloud-based Contact Center (Private Cloud) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 16: Global: Cloud-based Contact Center (Private Cloud) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 17: Global: Cloud-based Contact Center (Hybrid Cloud) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 18: Global: Cloud-based Contact Center (Hybrid Cloud) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 19: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 20: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 21: Global: Cloud-based Contact Center (Large Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 22: Global: Cloud-based Contact Center (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 23: Global: Cloud-based Contact Center (BFSI) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 24: Global: Cloud-based Contact Center (BFSI) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 25: Global: Cloud-based Contact Center (IT and Telecom) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 26: Global: Cloud-based Contact Center (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 27: Global: Cloud-based Contact Center (Media and Entertainment) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 28: Global: Cloud-based Contact Center (Media and Entertainment) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 29: Global: Cloud-based Contact Center (Retail) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 30: Global: Cloud-based Contact Center (Retail) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 31: Global: Cloud-based Contact Center (Logistics and Transport) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 32: Global: Cloud-based Contact Center (Logistics and Transport) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 33: Global: Cloud-based Contact Center (Healthcare) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 34: Global: Cloud-based Contact Center (Healthcare) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 35: Global: Cloud-based Contact Center (Other End Use Industries) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 36: Global: Cloud-based Contact Center (Other End Use Industries) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 37: North America: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 38: North America: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 39: United States: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 40: United States: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 41: Canada: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 42: Canada: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 43: Asia-Pacific: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 44: Asia-Pacific: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 45: China: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 46: China: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 47: Japan: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 48: Japan: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 49: India: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 50: India: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 51: South Korea: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 52: South Korea: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 53: Australia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 54: Australia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 55: Indonesia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 56: Indonesia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 57: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 58: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 59: Europe: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 60: Europe: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 61: Germany: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 62: Germany: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 63: France: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 64: France: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 65: United Kingdom: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 66: United Kingdom: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 67: Italy: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 68: Italy: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 69: Spain: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 70: Spain: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 71: Russia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 72: Russia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 73: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 74: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 75: Latin America: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 76: Latin America: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 77: Brazil: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 78: Brazil: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 79: Mexico: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 80: Mexico: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 81: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 82: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 83: Middle East and Africa: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 84: Middle East and Africa: Cloud-based Contact Center Market: Breakup by Country (in %), 2023
  • Figure 85: Middle East and Africa: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 86: Global: Cloud-based Contact Center Industry: SWOT Analysis
  • Figure 87: Global: Cloud-based Contact Center Industry: Value Chain Analysis
  • Figure 88: Global: Cloud-based Contact Center Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: Cloud-based Contact Center Market: Key Industry Highlights, 2023 and 2032
  • Table 2: Global: Cloud-based Contact Center Market Forecast: Breakup by Component (in Million US$), 2024-2032
  • Table 3: Global: Cloud-based Contact Center Market Forecast: Breakup by Deployment Mode (in Million US$), 2024-2032
  • Table 4: Global: Cloud-based Contact Center Market Forecast: Breakup by Organization Size (in Million US$), 2024-2032
  • Table 5: Global: Cloud-based Contact Center Market Forecast: Breakup by End Use Industry (in Million US$), 2024-2032
  • Table 6: Global: Cloud-based Contact Center Market Forecast: Breakup by Region (in Million US$), 2024-2032
  • Table 7: Global: Cloud-based Contact Center Market: Competitive Structure
  • Table 8: Global: Cloud-based Contact Center Market: Key Players