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雲端基礎的客服中心市場：按產品、通訊管道、應用程式、產業、地區分類 - 到 2029 年的預測
市場調查報告書
商品編碼
1478558

雲端基礎的客服中心市場：按產品、通訊管道、應用程式、產業、地區分類 - 到 2029 年的預測

Cloud-based Contact Center Market by Offering (Software by Engagement Type and Services), Communication Channel (Voice, Digital, and Self-service), Application (Marketing Automation, Helpdesk Management), Vertical and Region - Global Forecast to 2029
出版日期: | 出版商: MarketsandMarkets | 英文 360 Pages | 訂單完成後即時交付

價格
簡介目錄

基於雲端基礎的客服中心市場規模預計將從 2024 年的 262 億美元成長到 2029 年的 864 億美元，預測期內複合年成長率為 26.9%。

由於擴大採用先進的客服中心技術，預計該市場將會成長。對客製化和高效參與的需求不斷成長，以及社群媒體對客服中心業務影響力的不斷成長，是雲端基礎的客服中心市場的基本驅動力。

調查範圍
調查年份 2019-2029
基準年 2023年
預測期 2024-2029
考慮單位 美元（十億美元）
部分 按產品、通訊管道、應用、產業、地區
目標區域 北美、歐洲、亞太地區、中東/非洲、拉丁美洲

由於幾個關鍵因素，基於雲端基礎的客服中心領域的入境軟體市場正在經歷前所未有的成長。利用雲端基礎的平台的可擴展性和彈性，入境解決方案可以有效管理大量呼叫，同時確保快速、個人化的幫助。透過自動呼叫分配 (ACD)、互動式語音應答 (IVR) 和基於技能的路由等進階功能，將每次互動引導至最合適的資源，從而最佳化座席工作效率。此外，雲端基礎的入境軟體使座席能夠即時存取全面的客戶資料，從而使他們能夠提供適合其需求並培養積極體驗的解決方案。

在幾個關鍵因素的推動下，基於雲端基礎的客服中心市場的 BFSI 市場正在呈指數級成長。隨著數位化改變客戶存取和消費內容的方式，提供卓越的客戶體驗已成為該行業的首要任務。雲端基礎的客服中心對於 BFSI 組織跨多種管道與客戶互動並提供個人化互動和無縫體驗至關重要。 BFSI 專注於客戶體驗，正在推動雲端基礎的客服中心軟體解決方案的採用，以提高客戶參與和滿意度。與客戶關係管理 (CRM) 系統和核心銀行平台等後端系統整合的需求正在推動對支援無縫資料交換的雲端基礎的客服中心軟體的需求。

該報告研究了全球雲端基礎的客服中心市場，包括按產品、通訊管道、應用程式、行業、地區和參與市場的公司概況分類的趨勢。

目錄

第1章簡介

第2章調查方法

第3章執行摘要

第 4 章重要考察

第5章市場概況及產業趨勢

  • 介紹
  • 市場動態
  • 雲端基礎的客服中心市場的演變
  • 雲端基礎的客服中心市場架構
  • 供應鏈分析
  • 生態系分析/市場地圖
  • 案例研究分析
  • 技術分析
  • 監管狀況
  • 專利分析
  • 價格分析
  • 2024-2025年重大會議和活動
  • 波特五力分析
  • 投資狀況及資金籌措場景
  • 雲端基礎的客服中心經營模式
  • 將客服中心遷移到雲端的好處
  • 影響客戶業務的趨勢/干擾
  • 主要相關人員和採購標準

第6章雲端基礎的客服中心市場（按產品）

  • 介紹
  • 軟體，依類型
  • 軟體，依參與類型
  • 按軟體、部署方式
  • 服務

第7章雲端基礎的客服中心市場（按通訊管道）

  • 介紹
  • 聲音的
  • 數位的
  • 自助服務

第8章雲端基礎的客服中心市場（按應用）

  • 介紹
  • 行銷自動化
  • 社群媒體管理
  • 服務台管理
  • 商業智慧
  • 協作和生產力
  • 客戶關係管理（CRM）
  • 其他

第 9 章雲端基礎的客服中心市場（按行業）

  • 介紹
  • BFSI
  • 零售/消費品
  • 通訊
  • 旅遊/酒店業
  • 醫療保健/生命科學
  • 運輸/物流
  • IT,ITES
  • 政府/公共部門
  • 媒體娛樂
  • 其他

第10章雲端基礎客服中心市場（按地區）

  • 介紹
  • 北美洲
  • 歐洲
  • 亞太地區
  • 中東/非洲
  • 拉丁美洲

第11章競爭格局

  • 概述
  • 主要參與企業的策略/秘密
  • 收益分析
  • 市場佔有率分析
  • 品牌比較分析
  • 主要供應商企業評估及財務指標
  • 企業評估矩陣：主要參與企業，2023
  • 企業評估矩陣：Start-Ups/小型企業，2023 年
  • 競爭格局及趨勢

第12章 公司簡介

  • 介紹
  • 主要參與企業
    • NICE
    • AWS
    • GENESYS
    • VONAGE
    • FIVE9
    • TALKDESK
    • CISCO
    • AVAYA
    • ZOHO
    • 8X8
    • VERIZON
    • ALVARIA
    • AMELIA
  • 其他公司
    • TWILIO
    • CLOUDWAVE
    • CONTENT GURU
    • RINGCENTRAL
    • 3CLOGIC
    • ENGHOUSE INTERACTIVE
    • VOCALCOM
    • EVOLVE IP
    • SPRINKLR
    • MITEL
    • BT GROUP
  • Start-Ups/小型企業簡介
    • PYPESTREAM
    • TECHSEE
    • AIRCALL
    • SENTIENT MACHINES
    • NUBITEL
    • JUSTCALL
    • DAILER360
    • SERVETEL
    • NEODOVE
    • RULAI

第13章 鄰近及相關市場

第14章附錄

簡介目錄
Product Code: TC 2662

The cloud-based contact center market is projected to grow from USD 26.2 billion in 2024 to USD 86.4 billion by 2029, at a compound annual growth rate (CAGR) of 26.9% during the forecast period. The market is anticipated to grow due to the rising adoption of advanced contact center technologies. The increasing need for tailored and efficient engagements and growing impact of social media on contact center operations forms a foundational driver in the cloud-based contact center market.

Scope of the Report
Years Considered for the Study2019-2029
Base Year2023
Forecast Period2024-2029
Units ConsideredUSD (Billion)
SegmentsOffering, Application, Communication Channel, Vertical, and Region
Regions coveredNorth America, Europe, Asia Pacific, Middle East & Africa, and Latin America

"By software by engagement type, inbound segment to register for largest growing market during the forecast period."

The market for inbound software in the cloud-based contact center sector is experiencing unprecedented growth driven by several key factors. Leveraging the scalability and flexibility of cloud-based platforms, inbound solutions efficiently manage high call volumes while ensuring prompt and personalized assistance. Advanced features such as automatic call distribution (ACD), interactive voice response (IVR), and skills-based routing optimize agent productivity by directing each interaction to the most qualified resource. Additionally, cloud-based inbound software gives agents real-time access to comprehensive customer data, enabling them to deliver tailored solutions and foster positive experiences.

"By vertical, BFSI to witness the fastest growing market during the forecast period."

The market for BFSI within the cloud-based contact center market is experiencing exponential growth, fueled by several key factors. With digitalization transforming how customers access and consume content, delivering exceptional customer experiences is a top priority for the sector. A cloud-based contact center is essential for BFSI organizations to engage with customers across multiple channels, providing personalized interactions and seamless experiences. The sector's focus on customer experience drives the adoption of cloud-based contact center software solutions that enhance customer engagement and satisfaction. The need for integration with backend systems such as Customer Relationship Management (CRM) systems and core banking platforms drives the demand for cloud-based contact center software that supports seamless data exchange.

"By region, Asia Pacific to register the highest CAGR market during the forecast period." The cloud-based contact center market across the Asia Pacific region is experiencing rapid growth, driven by various factors. The rapid advancements in technology, such as AI-powered analytics and virtual agents, enhance customer experience by enabling personalized interactions and efficient issue resolution. Additionally, the increasing trend towards remote work arrangements and the need for business continuity solutions further fuel the adoption of cloud-based contact centers, allowing agents to work from anywhere while maintaining seamless connectivity and productivity.

Breakdown of primaries

In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the cloud-based contact center market.

  • By Company: Tier I: 34%, Tier II: 43%, and Tier III: 23%
  • By Designation: C-Level Executives: 28%, D-Level Executives: 50%, and Others: 22%
  • By Region: North America: 30%, Europe: 35%, Asia Pacific: 20%, Latin America-5%, and

Middle East and Africa- 10%,

The report includes the study of key players offering cloud-based contact center solutions. It profiles major vendors in the cloud-based contact center market. The major players in the cloud-based contact center market include NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), Talkdesk (US), Cisco (US), Avaya (US), Zoho (India), 8x8 (US), Verizon (US), Alvaria (US), Amelia (US), Twilio (US), CloudWave (Australia), Content Guru (UK), RingCentral (US), 3CLogic (US), Enghouse Interactive (US), Vocalcom (France), Evolve IP (US), Sprinklr (US), Mitel (Canada), BT Group (UK), Pypestream (US), TechSee (Israel), Aircall (France), Sentient Machines (UK), Nubitel (Singapore), JustCall (US), Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).

Research Coverage

The cloud-based contact center market research study involved extensive secondary sources, directories, journals, and paid databases. Primary sources were mainly industry experts from the core and related industries, preferred cloud-based contact center providers, third-party service providers, consulting service providers, end users, and other commercial enterprises. In-depth interviews were conducted with various primary respondents, including key industry participants and subject matter experts, to obtain and verify critical qualitative and quantitative information, and assess the market's prospects.

Key Benefits of Buying the Report

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

The report provides insights on the following pointers:

  • Analysis of key drivers (Increasing need for tailored and efficient engagements, growing impact of social media on contact center operations, continuous transition to cloud-based contact centers, and rising adoption of advanced contact center technologies), restraints (Impact of IVR fraud and cyberattacks on business operations and inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony), opportunities (Implementation of generative AI, analytics and NLP capabilities to add value to existing cloud-based contact centers, dynamic customer demand for robust self-service interactions, and growing demand for analyzing audio and video conversations in real-time), and challenges (Challenges impeding the migration of contact centers to cloud-based environments, implementation and integration challenges and data privacy and security aspects).
  • Product Development/Innovation: Detailed insights on upcoming technologies, research & development activities, and new product & service launches in the cloud-based contact center market.
  • Market Development: Comprehensive information about lucrative markets - the report analyses the cloud-based contact center market across varied regions.
  • Market Diversification: Exhaustive information about new products & services, untapped geographies, recent developments, and investments in the cloud-based contact center market.
  • Competitive Assessment: In-depth assessment of market shares, growth strategies and service offerings of leading players including NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), Talkdesk (US), Cisco (US), among others in the cloud-based contact center market strategies. The report also helps stakeholders understand the pulse of the cloud-based contact center market and provides them with information on key market drivers, restraints, challenges, and opportunities.

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 STUDY OBJECTIVES
  • 1.2 MARKET DEFINITION
    • 1.2.1 INCLUSIONS AND EXCLUSIONS
  • 1.3 MARKET SCOPE
    • 1.3.1 MARKET SEGMENTATION
    • FIGURE 1 CLOUD-BASED CONTACT CENTER MARKET SEGMENTATION
    • TABLE 1 CLOUD-BASED CONTACT CENTER MARKET: DETAILED SEGMENTATION
    • 1.3.2 REGIONS COVERED
    • FIGURE 2 REGIONAL SEGMENTATION
    • 1.3.3 YEARS CONSIDERED
  • 1.4 CURRENCY CONSIDERED
    • TABLE 2 USD EXCHANGE RATES, 2019-2023
  • 1.5 STAKEHOLDERS
  • 1.6 SUMMARY OF CHANGES
    • 1.6.1 RECESSION IMPACT

2 RESEARCH METHODOLOGY

  • 2.1 RESEARCH DATA
    • FIGURE 3 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN
    • 2.1.1 SECONDARY DATA
    • 2.1.2 PRIMARY DATA
    • TABLE 3 PRIMARY INTERVIEWS
      • 2.1.2.1 Breakup of primary profiles
      • 2.1.2.2 Key industry insights
  • 2.2 DATA TRIANGULATION
    • FIGURE 4 DATA TRIANGULATION
  • 2.3 MARKET SIZE ESTIMATION
    • FIGURE 5 CLOUD-BASED CONTACT CENTER MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
    • 2.3.1 TOP-DOWN APPROACH
    • 2.3.2 BOTTOM-UP APPROACH
    • FIGURE 6 APPROACH 1, BOTTOM-UP (SUPPLY-SIDE): REVENUE FROM SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
    • FIGURE 7 APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
    • FIGURE 8 APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
    • FIGURE 9 APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CLOUD-BASED CONTACT CENTER THROUGH OVERALL DIGITAL SOLUTIONS SPENDING
  • 2.4 MARKET FORECAST
    • TABLE 4 FACTOR ANALYSIS
  • 2.5 RESEARCH ASSUMPTIONS
  • 2.6 RISK ASSESSMENT
  • 2.7 STUDY LIMITATIONS
  • 2.8 IMPLICATIONS OF RECESSION ON CLOUD-BASED CONTACT CENTER MARKET
    • TABLE 5 IMPACT OF RECESSION ON GLOBAL CLOUD-BASED CONTACT CENTER MARKET

3 EXECUTIVE SUMMARY

    • TABLE 6 GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE, 2019-2023 (USD MILLION, Y-O-Y %)
    • TABLE 7 GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE, 2024-2029 (USD MILLION, Y-O-Y %)
    • FIGURE 10 SOFTWARE SEGMENT TO DOMINATE MARKET IN 2024
    • FIGURE 11 OMNICHANNEL ROUTING TO HOLD LARGEST MARKET SHARE IN 2024
    • FIGURE 12 INBOUND ENGAGEMENT TYPE TO DOMINATE MARKET IN 2024
    • FIGURE 13 PUBLIC CLOUD SEGMENT TO HOLD LARGEST MARKET SHARE IN 2024
    • FIGURE 14 PROFESSIONAL SERVICES SEGMENT TO DOMINATE CLOUD-BASED CONTACT CENTER MARKET IN 2024
    • FIGURE 15 INTEGRATION & DEPLOYMENT SERVICES TO HOLD LARGEST MARKET SHARE IN 2024
    • FIGURE 16 VOICE COMMUNICATION CHANNEL TO DOMINATE MARKET IN 2024
    • FIGURE 17 MARKETING AUTOMATION SEGMENT TO HOLD LARGEST SHARE IN 2024
    • FIGURE 18 HEALTHCARE AND LIFE SCIENCES SEGMENT TO GROW AT HIGHEST CAGR AND BFSI TO HOLD LARGEST MARKET SIZE DURING FORECAST PERIOD
    • FIGURE 19 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD

4 PREMIUM INSIGHTS

  • 4.1 ATTRACTIVE OPPORTUNITIES IN CLOUD-BASED CONTACT CENTER MARKET
    • FIGURE 20 GROWING IMPACT OF SOCIAL MEDIA ON CONTACT CENTER OPERATIONS TO DRIVE MARKET GROWTH
  • 4.2 CLOUD-BASED CONTACT CENTER MARKET: TOP THREE APPLICATIONS
    • FIGURE 21 HELPDESK MANAGEMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • 4.3 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING AND SERVICE
    • FIGURE 22 SOFTWARE SEGMENT AND PROFESSIONAL SERVICES SEGMENT TO HOLD LARGEST MARKET SHARES IN NORTH AMERICA IN 2024
  • 4.4 CLOUD-BASED CONTACT CENTER MARKET, BY REGION
    • FIGURE 23 NORTH AMERICA TO HOLD LARGEST MARKET SHARE IN 2024

5 MARKET OVERVIEW AND INDUSTRY TRENDS

  • 5.1 INTRODUCTION
  • 5.2 MARKET DYNAMICS
    • FIGURE 24 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
    • 5.2.1 DRIVERS
      • 5.2.1.1 Increasing need for tailored and efficient engagements
      • 5.2.1.2 Growing impact of social media on contact center operations
      • 5.2.1.3 Continuous transition to cloud-based contact centers
      • 5.2.1.4 Rising adoption of advanced contact center technologies
    • 5.2.2 RESTRAINTS
      • 5.2.2.1 Impact of IVR fraud and cyberattacks on business operations
      • 5.2.2.2 Inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony
    • 5.2.3 OPPORTUNITIES
      • 5.2.3.1 Implementation of generative AI, analytics, and NLP capabilities to add value to existing cloud-based contact centers
      • 5.2.3.2 Dynamic customer demand for robust self-service interactions
      • 5.2.3.3 Growing demand for analyzing audio and video conversations in real-time
    • 5.2.4 CHALLENGES
      • 5.2.4.1 Challenges impeding migration of contact centers to cloud-based environments
      • 5.2.4.2 Implementation and integration challenges
      • 5.2.4.3 Data privacy and security aspects
  • 5.3 EVOLUTION OF CLOUD-BASED CONTACT CENTER MARKET
    • FIGURE 25 CLOUD-BASED CONTACT CENTER MARKET: EVOLUTION
  • 5.4 CLOUD-BASED CONTACT CENTER MARKET ARCHITECTURE
    • FIGURE 26 CLOUD-BASED CONTACT CENTER MARKET: ARCHITECTURE
  • 5.5 SUPPLY CHAIN ANALYSIS
    • FIGURE 27 CLOUD-BASED CONTACT CENTER MARKET: SUPPLY CHAIN ANALYSIS
  • 5.6 ECOSYSTEM ANALYSIS/MARKET MAP
    • TABLE 8 CLOUD-BASED CONTACT CENTER MARKET: ECOSYSTEM
    • FIGURE 28 KEY PLAYERS IN CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM
    • 5.6.1 PLATFORM PROVIDERS
    • 5.6.2 SOFTWARE PROVIDERS
    • 5.6.3 SERVICE PROVIDERS
    • 5.6.4 CLOUD SERVICE PROVIDERS
    • 5.6.5 END USERS
    • 5.6.6 REGULATORY BODIES
  • 5.7 CASE STUDY ANALYSIS
    • 5.7.1 CASE STUDY 1: SITA WITNESSED GROWTH IN CUSTOMER EXPERIENCE WITH GENESYS CLOUD
    • 5.7.2 CASE STUDY 2: COMPANY NURSE REVOLUTIONIZED WORKPLACE INJURY MANAGEMENT WITH GENESYS CLOUD
    • 5.7.3 CASE STUDY 3: CI FINANCIAL IMPROVED CUSTOMER SERVICE AND GAINED DATA INSIGHTS WITH AMAZON CONNECT
    • 5.7.4 CASE STUDY 4: AGILYSYS MODERNIZED CONTACT CENTER BY IMPLEMENTING FIVE9 PLATFORM
    • 5.7.5 CASE STUDY 5: IMPLEMENTATION OF CLOUDWAVE CONCIERGE FOR ENHANCED CUSTOMER EXPERIENCE IN ILLAWARRA CREDIT UNION
    • 5.7.6 CASE STUDY 6: AVAYA CONTACT CENTER ENABLED FLEXIBILITY AND AGILITY IN SOUTH CENTRAL AMBULANCE SERVICES
    • 5.7.7 CASE STUDY 7: ALVARIA CLOUD IMPROVED EFFICIENCY AND PRODUCTIVITY OF HOIST FINANCE
    • 5.7.8 CASE STUDY 8: CLEVELAND CLINIC'S IMPLEMENTATION OF 3CLOGIC'S AI-POWERED CLOUD CONTACT CENTER SOLUTION TRANSFORMED PATIENT SERVICES
    • 5.7.9 CASE STUDY 9: ARISTON USA'S SWITCH TO 8X8'S CLOUD-BASED CONTACT CENTER PLATFORM ENABLED CUSTOMER SERVICE AND OPERATIONS EFFICIENCY
    • 5.7.10 CASE STUDY 10: FORCE THERAPEUTICS USED ENGAGEMENT PLATFORM TO IMPROVE PATIENT CARE IN FORCE THERAPEUTICS
  • 5.8 TECHNOLOGY ANALYSIS
    • 5.8.1 KEY TECHNOLOGIES
      • 5.8.1.1 Cloud Computing
      • 5.8.1.2 NLP
      • 5.8.1.3 Voice Biometrics
      • 5.8.1.4 VOIP
      • 5.8.1.5 Big Data & Analytics
      • 5.8.1.6 Text-to-Speech (TTS)
    • 5.8.2 COMPLEMENTARY TECHNOLOGIES
      • 5.8.2.1 IoT
      • 5.8.2.2 AR & VR
      • 5.8.2.3 Blockchain
      • 5.8.2.4 Robotic Process Automation (RPA)
    • 5.8.3 ADJACENT TECHNOLOGIES
      • 5.8.3.1 Edge Computing
      • 5.8.3.2 5G
  • 5.9 REGULATORY LANDSCAPE
    • 5.9.1 REGULATORY LANDSCAPE
    • 5.9.2 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
    • TABLE 9 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
    • TABLE 10 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
    • TABLE 11 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
    • TABLE 12 MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
    • TABLE 13 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
    • 5.9.3 PERTINENT REGULATIONS
      • 5.9.3.1 North America
        • 5.9.3.1.1 General Data Protection Regulation (GDPR)
        • 5.9.3.1.2 California Consumer Privacy Act (CCPA)
        • 5.9.3.1.3 Health Insurance Portability and Accountability Act (HIPAA)
      • 5.9.3.2 Europe
        • 5.9.3.2.1 General Data Protection Regulation (GDPR)
        • 5.9.3.2.2 Audiovisual Media Services Directive (AVMSD)
        • 5.9.3.2.3 ePrivacy directive
      • 5.9.3.3 Asia Pacific
        • 5.9.3.3.1 Act on the Protection of Personal Information (APPI)
        • 5.9.3.3.2 Telecommunications Business Law
      • 5.9.3.4 Middle East & Africa
        • 5.9.3.4.1 Consumer Protection Regulations
      • 5.9.3.5 Latin America
        • 5.9.3.5.1 Telecommunications Laws
  • 5.10 PATENT ANALYSIS
    • 5.10.1 METHODOLOGY
    • 5.10.2 PATENTS FILED, BY DOCUMENT TYPE
    • TABLE 14 PATENTS FILED, 2013-2023
    • 5.10.3 INNOVATION AND PATENT APPLICATIONS
    • FIGURE 29 TOTAL NUMBER OF PATENTS GRANTED, 2013-2023
      • 5.10.3.1 Top 10 patent applicants in cloud-based contact center market
    • FIGURE 30 TOP 10 APPLICANTS IN CLOUD-BASED CONTACT CENTER MARKET, 2013-2023
    • TABLE 15 TOP 20 PATENT OWNERS IN CLOUD-BASED CONTACT CENTER MARKET, 2013-2023
    • TABLE 16 LIST OF PATENTS GRANTED IN CLOUD-BASED CONTACT CENTER MARKET, 2022-2023
    • FIGURE 31 REGIONAL ANALYSIS OF PATENTS GRANTED, 2013-2023
  • 5.11 PRICING ANALYSIS
    • 5.11.1 AVERAGE SELLING PRICES OF KEY PLAYERS: TOP 3 APPLICATIONS
    • FIGURE 32 AVERAGE SELLING PRICES OF KEY PLAYERS: TOP 3 APPLICATIONS
    • TABLE 17 AVERAGE SELLING PRICES OF KEY PLAYERS FOR TOP 3 APPLICATIONS (USD)
    • 5.11.2 INDICATIVE PRICING ANALYSIS, BY OFFERING
    • TABLE 18 INDICATIVE PRICING LEVELS OF CLOUD-BASED CONTACT CENTER SOFTWARE, BY OFFERING
  • 5.12 KEY CONFERENCES AND EVENTS, 2024-2025
    • TABLE 19 CLOUD-BASED CONTACT CENTER MARKET: DETAILED LIST OF CONFERENCES AND EVENTS, 2024-2025
  • 5.13 PORTER'S FIVE FORCES ANALYSIS
    • TABLE 20 PORTER'S FIVE FORCES' IMPACT ON CLOUD-BASED CONTACT CENTER MARKET
    • FIGURE 33 PORTER'S FIVE FORCES ANALYSIS: CLOUD-BASED CONTACT CENTER MARKET
    • 5.13.1 THREAT OF NEW ENTRANTS
    • 5.13.2 THREAT OF SUBSTITUTES
    • 5.13.3 BARGAINING POWER OF SUPPLIERS
    • 5.13.4 BARGAINING POWER OF BUYERS
    • 5.13.5 INTENSITY OF COMPETITIVE RIVALRY
  • 5.14 INVESTMENT LANDSCAPE AND FUNDING SCENARIO
    • FIGURE 34 CLOUD-BASED CONTACT CENTER MARKET: INVESTMENT LANDSCAPE AND FUNDING SCENARIO (USD MILLION AND NUMBER OF FUNDING ROUNDS)
  • 5.15 CLOUD-BASED CONTACT CENTER BUSINESS MODELS
    • 5.15.1 SUBSCRIPTION-BASED MODELS
    • 5.15.2 PAY-PER-USE MODEL
    • 5.15.3 TIERED PRICING MODEL
    • 5.15.4 PERPETUAL LICENSE MODEL
    • 5.15.5 HYBRID MODEL
    • 5.15.6 CUSTOMIZED PRICING MODEL
  • 5.16 BENEFITS OF TRANSITIONING CONTACT CENTER TO CLOUD
  • 5.17 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS' BUSINESSES
    • FIGURE 35 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS' BUSINESSES
  • 5.18 KEY STAKEHOLDERS & BUYING CRITERIA
    • 5.18.1 KEY STAKEHOLDERS IN BUYING PROCESS
    • FIGURE 36 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE APPLICATIONS
    • TABLE 21 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE APPLICATIONS
    • 5.18.2 BUYING CRITERIA
    • FIGURE 37 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS
    • TABLE 22 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS

6 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING

  • 6.1 INTRODUCTION
    • 6.1.1 OFFERING: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • FIGURE 38 SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
    • TABLE 23 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019-2023 (USD MILLION)
    • TABLE 24 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024-2029 (USD MILLION)
  • 6.2 SOFTWARE BY TYPE
    • FIGURE 39 REPORTING & ANALYTICS SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 25 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019-2023 (USD MILLION)
    • TABLE 26 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024-2029 (USD MILLION)
    • 6.2.1 OMNICHANNEL ROUTING
      • 6.2.1.1 Omnichannel routing to help calls and assign tasks to agents based on their expertise and experience
    • TABLE 27 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 28 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024-2029 (USD MILLION)
      • 6.2.1.2 IVR
      • 6.2.1.3 Automatic call distribution (ACD)
      • 6.2.1.4 Voice call recording
      • 6.2.1.5 Dialers
    • 6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT
      • 6.2.2.1 Workforce engagement to include faster resolution, improve agent productivity, and increase customer retention
    • TABLE 29 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 30 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024-2029 (USD MILLION)
        • 6.2.2.1.1 Workforce Optimization
        • 6.2.2.1.2 Training and Coaching
        • 6.2.2.1.3 Forecasting and Scheduling
        • 6.2.2.1.4 Knowledge Management
        • 6.2.2.1.5 Resource Management
    • 6.2.3 REPORTING & ANALYTICS
      • 6.2.3.1 Reporting and analytics to identify trends, model data, and predict outcomes related to KPIs and SLAs
    • TABLE 31 REPORTING & ANALYTICS: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 32 REPORTING & ANALYTICS: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024-2029 (USD MILLION)
        • 6.2.3.1.1 Real-time Speech & Text Analytics
        • 6.2.3.1.2 Historic Reporting Tools
        • 6.2.3.1.3 Performance Analytics & Reporting Software
        • 6.2.3.1.4 Ad Hoc Query & Analysis Tools
    • 6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT
      • 6.2.4.1 Customer engagement management to identify customer preferences and develop business strategies
    • TABLE 33 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 34 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024-2029 (USD MILLION)
        • 6.2.4.1.1 Multichannel Communication Platform
        • 6.2.4.1.2 CRM Integration Tools
        • 6.2.4.1.3 Customer Feedback & Satisfaction Monitoring Tools
    • 6.2.5 OTHER SOFTWARE TYPES
    • TABLE 35 OTHER SOFTWARE TYPES: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 36 OTHER SOFTWARE TYPES: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024-2029 (USD MILLION)
  • 6.3 SOFTWARE BY ENGAGEMENT TYPE
    • FIGURE 40 BLENDED SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 37 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019-2023 (USD MILLION)
    • TABLE 38 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024-2029 (USD MILLION)
    • 6.3.1 INBOUND
      • 6.3.1.1 Inbound solutions efficiently manage high call volumes while ensuring prompt and personalized assistance
    • TABLE 39 INBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 40 INBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024-2029 (USD MILLION)
    • 6.3.2 OUTBOUND
      • 6.3.2.1 Outbound cloud-based contact center software enabling industries to drive revenue growth and expand market reach
    • TABLE 41 OUTBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 42 OUTBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024-2029 (USD MILLION)
    • 6.3.3 BLENDED
      • 6.3.3.1 Blended contact center software to enable organizations to maintain agility and adaptability in today's fast-paced business landscape
    • TABLE 43 BLENDED: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 44 BLENDED: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024-2029 (USD MILLION)
  • 6.4 SOFTWARE BY DEPLOYMENT MODE
    • FIGURE 41 PRIVATE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 45 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2023 (USD MILLION)
    • TABLE 46 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024-2029 (USD MILLION)
    • 6.4.1 PUBLIC
      • 6.4.1.1 Public clouds to be attractive option for SMEs seeking cost-effective solutions
    • TABLE 47 PUBLIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 48 PUBLIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024-2029 (USD MILLION)
    • 6.4.2 PRIVATE
      • 6.4.2.1 Private cloud deployments typically entail higher upfront costs and necessitate internal IT expertise for management and maintenance
    • TABLE 49 PRIVATE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 50 PRIVATE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024-2029 (USD MILLION)
    • 6.4.3 HYBRID
      • 6.4.3.1 Hybrid cloud solutions to enable large enterprises to navigate intricacies of modern IT environments with ease
    • TABLE 51 HYBRID: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 52 HYBRID: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024-2029 (USD MILLION)
  • 6.5 SERVICES
    • FIGURE 42 MANAGED SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
    • TABLE 53 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019-2023 (USD MILLION)
    • TABLE 54 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024-2029 (USD MILLION)
    • TABLE 55 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 56 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
    • 6.5.1 PROFESSIONAL SERVICES
    • FIGURE 43 SUPPORT & MAINTENANCE SERVICES TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 57 CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019-2023 (USD MILLION)
    • TABLE 58 CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024-2029 (USD MILLION)
    • TABLE 59 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 60 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
      • 6.5.1.1 Consulting & Advisory
        • 6.5.1.1.1 Consulting services to ensure smooth implementation and integration of solutions
    • TABLE 61 CONSULTING & ADVISORY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 62 CONSULTING & ADVISORY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
      • 6.5.1.2 Integration & deployment
        • 6.5.1.2.1 Integration and deployment services to maximize efficiency, functionality, and value of cloud-based contact center solutions
    • TABLE 63 INTEGRATION & DEPLOYMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 64 INTEGRATION & DEPLOYMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
      • 6.5.1.3 Support & maintenance
        • 6.5.1.3.1 Support & maintenance services to ensure smooth operation and identification of issues
    • TABLE 65 SUPPORT & MAINTENANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 66 SUPPORT & MAINTENANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
      • 6.5.1.4 Training & education
        • 6.5.1.4.1 Training services to maximize return on investment in cloud-based contact center technology
    • TABLE 67 TRAINING & EDUCATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 68 TRAINING & EDUCATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
    • 6.5.2 MANAGED SERVICES
    • TABLE 69 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 70 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)

7 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL

  • 7.1 INTRODUCTION
    • 7.1.1 COMMUNICATION CHANNEL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • FIGURE 44 SELF-SERVICE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 71 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019-2023 (USD MILLION)
    • TABLE 72 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024-2029 (USD MILLION)
  • 7.2 VOICE
    • 7.2.1 WITH FEATURES LIKE ACD AND CALL RECORDING, CLOUD-BASED PLATFORMS ENSURE EFFICIENT CALL HANDLING AND AGENT PERFORMANCE MONITORING
    • TABLE 73 VOICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 74 VOICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
      • 7.2.1.1 Phone
      • 7.2.1.2 VOIP
      • 7.2.1.3 Virtual Phone System
  • 7.3 DIGITAL
    • 7.3.1 OPTIMIZING DIGITAL COMMUNICATION IN CLOUD-BASED CONTACT CENTERS FOR ENHANCED EFFICIENCY
    • TABLE 75 DIGITAL: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 76 DIGITAL: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
      • 7.3.1.1 Email
      • 7.3.1.2 Live Chat
      • 7.3.1.3 SMS
      • 7.3.1.4 Social Media
      • 7.3.1.5 Instant Messaging Services
      • 7.3.1.6 Video Chat
      • 7.3.1.7 Web Forms
  • 7.4 SELF-SERVICE
    • 7.4.1 TRANSFORMING CUSTOMER SUPPORT BY MASTERING SELF-SERVICE IN CLOUD-BASED CONTACT CENTERS
    • TABLE 77 SELF-SERVICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 78 SELF-SERVICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
      • 7.4.1.1 IVR
      • 7.4.1.2 Chatbot
      • 7.4.1.3 Virtual Assistant

8 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION

  • 8.1 INTRODUCTION
    • 8.1.1 APPLICATION: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • FIGURE 45 HELPDESK MANAGEMENT SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 79 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019-2023 (USD MILLION)
    • TABLE 80 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024-2029 (USD MILLION)
  • 8.2 MARKETING AUTOMATION
    • 8.2.1 DEPLOYMENT OF MARKETING AUTOMATION FOR ELEVATION OF CUSTOMER ENGAGEMENT
    • TABLE 81 MARKETING AUTOMATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 82 MARKETING AUTOMATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
  • 8.3 SOCIAL MEDIA MANAGEMENT
    • 8.3.1 MAXIMIZATION OF SOCIAL MEDIA MANAGEMENT EFFICIENCY IN CLOUD-BASED CONTACT CENTER MARKET
    • TABLE 83 SOCIAL MEDIA MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 84 SOCIAL MEDIA MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
  • 8.4 HELPDESK MANAGEMENT
    • 8.4.1 EMPOWERING BUSINESSES BY DELIVERING SUPERIOR CUSTOMER SERVICE THROUGH HELPDESK OPTIMIZATION
    • TABLE 85 HELPDESK MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 86 HELPDESK MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
  • 8.5 BUSINESS INTELLIGENCE
    • 8.5.1 INTEGRATION OF BUSINESS INTELLIGENCE TOOLS ESSENTIAL FOR DELIVERING SEAMLESS EXPERIENCES ACROSS COMMUNICATION CHANNELS
    • TABLE 87 BUSINESS INTELLIGENCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 88 BUSINESS INTELLIGENCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
  • 8.6 COLLABORATION AND PRODUCTIVITY
    • 8.6.1 CLOUD TECHNOLOGY TO FACILITATE COLLABORATION AMONG AGENTS, FOSTERING TEAMWORK AND KNOWLEDGE SHARING
    • TABLE 89 COLLABORATION & PRODUCTIVITY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 90 COLLABORATION & PRODUCTIVITY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
  • 8.7 CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
    • 8.7.1 CRM INTEGRATED CLOUD-BASED CONTACT SERVICES TO STREAMLINE OPERATIONS AND IMPROVE EFFICIENCY AND PRODUCTIVITY
    • TABLE 91 CRM: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 92 CRM: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
  • 8.8 OTHER APPLICATIONS
    • TABLE 93 OTHER APPLICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 94 OTHER APPLICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)

9 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL

  • 9.1 INTRODUCTION
    • 9.1.1 VERTICAL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • FIGURE 46 HEALTHCARE & LIFE SCIENCES SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 95 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019-2023 (USD MILLION)
    • TABLE 96 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024-2029 (USD MILLION)
  • 9.2 BFSI
    • 9.2.1 CLOUD-BASED CONTACT CENTER SOLUTIONS TO ENHANCE OPERATIONAL EFFICIENCY AND SECURITY IN FINANCIAL INSTITUTIONS
    • TABLE 97 CLOUD-BASED CONTACT CENTER MARKET IN BFSI, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 98 CLOUD-BASED CONTACT CENTER MARKET IN BFSI, BY REGION, 2024-2029 (USD MILLION)
    • 9.2.2 BFSI USE CASES
      • 9.2.2.1 Loan and Mortgage Application Processing
      • 9.2.2.2 Investment Advisory Services
      • 9.2.2.3 Insurance Claims Processing
      • 9.2.2.4 Fraud Detection and Prevention
      • 9.2.2.5 Others
  • 9.3 RETAIL & CONSUMER GOODS
    • 9.3.1 NEED FOR FASTER DECISION-MAKING, CUSTOMER-CENTRIC MARKET STRATEGIES, AND BUSINESS OPERATIONS TO DRIVE MARKET
    • TABLE 99 CLOUD-BASED CONTACT CENTER MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 100 CLOUD-BASED CONTACT CENTER MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2024-2029 (USD MILLION)
    • 9.3.2 RETAIL & CONSUMER GOODS USE CASES
      • 9.3.2.1 Order Management and Tracking
      • 9.3.2.2 Return and Exchanges Processing
      • 9.3.2.3 Product Inquiries and Recommendations
      • 9.3.2.4 E-commerce Customer Support
      • 9.3.2.5 Others
  • 9.4 TELECOM
    • 9.4.1 NEED FOR COMPREHENSIVE ANALYTICS AND REPORTING TOOLS TO BOOST DEMAND FOR CLOUD-BASED CONTACT CENTER SOFTWARE
    • TABLE 101 CLOUD-BASED CONTACT CENTER MARKET IN TELECOM, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 102 CLOUD-BASED CONTACT CENTER MARKET IN TELECOM, BY REGION, 2024-2029 (USD MILLION)
    • 9.4.2 TELECOM USE CASES
      • 9.4.2.1 Service Activation and Troubleshooting
      • 9.4.2.2 Technical Support Services
      • 9.4.2.3 Billing Inquiries and Payments
      • 9.4.2.4 Plan Upgrades and Changes
      • 9.4.2.5 Others
  • 9.5 TRAVEL AND HOSPITALITY
    • 9.5.1 CLOUD-BASED CONTACT CENTER SOLUTIONS TO TRANSFORM TRAVEL AND HOSPITALITY CUSTOMER SERVICE
    • TABLE 103 CLOUD-BASED CONTACT CENTER MARKET IN TRAVEL & HOSPITALITY, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 104 CLOUD-BASED CONTACT CENTER MARKET IN TRAVEL & HOSPITALITY, BY REGION, 2024-2029 (USD MILLION)
    • 9.5.2 TRAVEL AND HOSPITALITY USE CASES
      • 9.5.2.1 Reservation and Booking Assistance
      • 9.5.2.2 Travel Itinerary Changes
      • 9.5.2.3 Flight or Hotel Status Updates
      • 9.5.2.4 Loyalty Program Inquiries and Claims Processing
      • 9.5.2.5 Others
  • 9.6 HEALTHCARE & LIFE SCIENCES
    • 9.6.1 NEED TO MANAGE APPOINTMENT SCHEDULING, ENSURE PATIENT ADHERENCE TO TREATMENT PLANS, AND STREAMLINE APPOINTMENT PROCESSES TO DRIVE MARKET
    • TABLE 105 CLOUD-BASED CONTACT CENTER MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 106 CLOUD-BASED CONTACT CENTER MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2024-2029 (USD MILLION)
    • 9.6.2 HEALTHCARE AND LIFE SCIENCES USE CASES
      • 9.6.2.1 Appointment Scheduling and Reminders
      • 9.6.2.2 Telemedicine and Remote Patient Monitoring
      • 9.6.2.3 Patient Inquiries and Support
      • 9.6.2.4 Health Insurance Inquiries and Claims Processing
      • 9.6.2.5 Others
  • 9.7 TRANSPORTATION AND LOGISTICS
    • 9.7.1 REVOLUTIONIZING TRANSPORTATION AND LOGISTICS BY LEVERAGING CLOUD-BASED SOLUTIONS FOR ENHANCED COMMUNICATION AND OPERATIONS TO DRIVE GROWTH
    • TABLE 107 CLOUD-BASED CONTACT CENTER MARKET IN TRANSPORTATION & LOGISTICS, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 108 CLOUD-BASED CONTACT CENTER MARKET IN TRANSPORTATION & LOGISTICS, BY REGION, 2024-2029 (USD MILLION)
    • 9.7.2 TRANSPORTATION AND LOGISTICS USE CASES
      • 9.7.2.1 Delivery Scheduling and Rerouting
      • 9.7.2.2 Freight Rate Quotes and Booking
      • 9.7.2.3 Shipment Tracking and Status Updates
      • 9.7.2.4 Custom Clearance Assistance
      • 9.7.2.5 Others
  • 9.8 IT AND ITES
    • 9.8.1 CLOUD-BASED CONTACT CENTERS TO MAXIMIZE CUSTOMER ENGAGEMENT AND OPERATIONAL EFFICIENCY IN IT, ITES, AND BPO SECTORS
    • TABLE 109 CLOUD-BASED CONTACT CENTER MARKET IN IT & ITES, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 110 CLOUD-BASED CONTACT CENTER MARKET IN IT & ITES, BY REGION, 2024-2029 (USD MILLION)
    • 9.8.2 IT AND ITES USE CASE
      • 9.8.2.1 Software Licensing Inquiries and Renewals
      • 9.8.2.2 Developer Support and API Documentation
      • 9.8.2.3 IT Infrastructure Monitoring and Management
      • 9.8.2.4 Cloud Service Provisioning and Support
      • 9.8.2.5 Others
  • 9.9 GOVERNMENT AND PUBLIC SECTOR
    • 9.9.1 NEED FOR EFFECTIVE COMMUNICATION, PROGRESS TRACKING, AND TIMELY ISSUE RESOLUTION TO DRIVE MARKET
    • TABLE 111 CLOUD-BASED CONTACT CENTER MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 112 CLOUD-BASED CONTACT CENTER MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2024-2029 (USD MILLION)
    • 9.9.2 GOVERNMENT AND PUBLIC SECTOR USE CASES
      • 9.9.2.1 Citizen Inquiries and Support Services
      • 9.9.2.2 Emergency Response and Disaster Management Support
      • 9.9.2.3 Benefit Environment and Eligibility Verification
      • 9.9.2.4 Permit and License Application Processing
      • 9.9.2.5 Others
  • 9.10 MEDIA AND ENTERTAINMENT
    • 9.10.1 CLOUD-BASED SOLUTIONS ENHANCE CUSTOMER INTERACTIONS, ENABLING MEDIA AND ENTERTAINMENT COMPANIES TO SCALE GLOBALLY
    • TABLE 113 CLOUD-BASED CONTACT CENTER MARKET IN MEDIA & ENTERTAINMENT, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 114 CLOUD-BASED CONTACT CENTER MARKET IN MEDIA & ENTERTAINMENT, BY REGION, 2024-2029 (USD MILLION)
    • 9.10.2 MEDIA AND ENTERTAINMENT USE CASES
      • 9.10.2.1 Audience Engagement and Support
      • 9.10.2.2 Content Distribution and Subscription Management
      • 9.10.2.3 Event Management and Ticketing
      • 9.10.2.4 Content Moderation and Community Management
      • 9.10.2.5 Others
  • 9.11 OTHER VERTICALS
    • TABLE 115 CLOUD-BASED CONTACT CENTER MARKET IN OTHER VERTICALS, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 116 CLOUD-BASED CONTACT CENTER MARKET IN OTHER VERTICALS, BY REGION, 2024-2029 (USD MILLION)

10 CLOUD-BASED CONTACT CENTER MARKET, BY REGION

  • 10.1 INTRODUCTION
    • FIGURE 47 INDIA TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD
    • FIGURE 48 ASIA PACIFIC TO WITNESS HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 117 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 118 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024-2029 (USD MILLION)
  • 10.2 NORTH AMERICA
    • 10.2.1 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.2.2 NORTH AMERICA: IMPACT OF RECESSION
    • 10.2.3 NORTH AMERICA: MARKET SHARE ANALYSIS OF KEY PLAYERS
    • FIGURE 49 NORTH AMERICA: MARKET SHARE ANALYSIS OF KEY PLAYERS
    • FIGURE 50 NORTH AMERICA: MARKET SNAPSHOT
    • TABLE 119 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019-2023 (USD MILLION)
    • TABLE 120 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024-2029 (USD MILLION)
    • TABLE 121 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019-2023 (USD MILLION)
    • TABLE 122 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024-2029 (USD MILLION)
    • TABLE 123 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019-2023 (USD MILLION)
    • TABLE 124 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024-2029 (USD MILLION)
    • TABLE 125 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2023 (USD MILLION)
    • TABLE 126 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024-2029 (USD MILLION)
    • TABLE 127 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019-2023 (USD MILLION)
    • TABLE 128 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024-2029 (USD MILLION)
    • TABLE 129 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019-2023 (USD MILLION)
    • TABLE 130 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024-2029 (USD MILLION)
    • TABLE 131 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019-2023 (USD MILLION)
    • TABLE 132 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024-2029 (USD MILLION)
    • TABLE 133 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019-2023 (USD MILLION)
    • TABLE 134 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024-2029 (USD MILLION)
    • TABLE 135 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019-2023 (USD MILLION)
    • TABLE 136 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024-2029 (USD MILLION)
    • TABLE 137 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2019-2023 (USD MILLION)
    • TABLE 138 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024-2029 (USD MILLION)
    • 10.2.4 US
      • 10.2.4.1 High readiness for cloud adoption to enable companies in US to spend more on AI, ML, and NLP-enabled cloud contact center solutions
    • 10.2.5 CANADA
      • 10.2.5.1 Canadian organizations to prioritize delivering exceptional customer experiences to gain competitive edge
  • 10.3 EUROPE
    • 10.3.1 EUROPE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.3.2 EUROPE: IMPACT OF RECESSION
    • 10.3.3 EUROPE: MARKET SHARE ANALYSIS OF KEY PLAYERS
    • FIGURE 51 EUROPE: MARKET SHARE ANALYSIS OF KEY PLAYERS
    • TABLE 139 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019-2023 (USD MILLION)
    • TABLE 140 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024-2029 (USD MILLION)
    • TABLE 141 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019-2023 (USD MILLION)
    • TABLE 142 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024-2029 (USD MILLION)
    • TABLE 143 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019-2023 (USD MILLION)
    • TABLE 144 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024-2029 (USD MILLION)
    • TABLE 145 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2023 (USD MILLION)
    • TABLE 146 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024-2029 (USD MILLION)
    • TABLE 147 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019-2023 (USD MILLION)
    • TABLE 148 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024-2029 (USD MILLION)
    • TABLE 149 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019-2023 (USD MILLION)
    • TABLE 150 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024-2029 (USD MILLION)
    • TABLE 151 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019-2023 (USD MILLION)
    • TABLE 152 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024-2029 (USD MILLION)
    • TABLE 153 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019-2023 (USD MILLION)
    • TABLE 154 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024-2029 (USD MILLION)
    • TABLE 155 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019-2023 (USD MILLION)
    • TABLE 156 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024-2029 (USD MILLION)
    • TABLE 157 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2019-2023 (USD MILLION)
    • TABLE 158 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024-2029 (USD MILLION)
    • 10.3.4 UK
      • 10.3.4.1 UK Government to take digital transformation initiatives to support growing demand from citizens
    • 10.3.5 GERMANY
      • 10.3.5.1 German government to support technology adoption at grassroots level by constantly providing practical guidance to companies
    • 10.3.6 FRANCE
      • 10.3.6.1 French businesses increasingly prioritizing customer experience as key differentiator
    • 10.3.7 ITALY
      • 10.3.7.1 Businesses integrating multiple channels, including voice, email, chat, and social media, to provide customers with omnichannel experiences
    • 10.3.8 SPAIN
      • 10.3.8.1 As Spanish businesses continue to prioritize customer satisfaction and loyalty, demand for cloud-based contact center solutions to remain strong
    • 10.3.9 REST OF EUROPE
  • 10.4 ASIA PACIFIC
    • 10.4.1 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.4.2 ASIA PACIFIC: IMPACT OF RECESSION
    • 10.4.3 ASIA PACIFIC: MARKET SHARE ANALYSIS OF KEY PLAYERS
    • FIGURE 52 ASIA PACIFIC: MARKET SHARE ANALYSIS OF KEY PLAYERS
    • FIGURE 53 ASIA PACIFIC: MARKET SNAPSHOT
    • TABLE 159 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019-2023 (USD MILLION)
    • TABLE 160 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024-2029 (USD MILLION)
    • TABLE 161 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019-2023 (USD MILLION)
    • TABLE 162 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024-2029 (USD MILLION)
    • TABLE 163 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019-2023 (USD MILLION)
    • TABLE 164 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024-2029 (USD MILLION)
    • TABLE 165 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2023 (USD MILLION)
    • TABLE 166 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024-2029 (USD MILLION)
    • TABLE 167 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019-2023 (USD MILLION)
    • TABLE 168 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024-2029 (USD MILLION)
    • TABLE 169 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019-2023 (USD MILLION)
    • TABLE 170 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024-2029 (USD MILLION)
    • TABLE 171 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019-2023 (USD MILLION)
    • TABLE 172 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024-2029 (USD MILLION)
    • TABLE 173 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019-2023 (USD MILLION)
    • TABLE 174 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024-2029 (USD MILLION)
    • TABLE 175 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019-2023 (USD MILLION)
    • TABLE 176 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024-2029 (USD MILLION)
    • TABLE 177 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY/REGION, 2019-2023 (USD MILLION)
    • TABLE 178 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY/REGION, 2024-2029 (USD MILLION)
    • 10.4.4 INDIA
      • 10.4.4.1 Demand for advanced cloud-based contact center solutions expected to further accelerate in India
    • 10.4.5 JAPAN
      • 10.4.5.1 Japanese cloud-based contact center market characterized by strong focus on operational efficiency, workforce optimization, and regulatory compliance
    • 10.4.6 CHINA
      • 10.4.6.1 China's cloud-based contact center market characterized by rapid innovation and adoption of advanced technologies
    • 10.4.7 ASEAN COUNTRIES
      • 10.4.7.1 Companies operating in ASEAN countries encouraging organizations to invest in cloud-based contact center solutions to enhance their competitive edge
    • 10.4.8 SOUTH KOREA
      • 10.4.8.1 Adoption of cloud-based contact centers to enhance operations and customer interactions of businesses in South Korea
    • 10.4.9 AUSTRALIA & NEW ZEALAND (ANZ)
      • 10.4.9.1 Customer experience, strong service-oriented sectors, and high level of technology adoption to drive market
    • 10.4.10 REST OF ASIA PACIFIC
  • 10.5 MIDDLE EAST & AFRICA
    • 10.5.1 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.5.2 MIDDLE EAST & AFRICA: IMPACT OF RECESSION
    • TABLE 179 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019-2023 (USD MILLION)
    • TABLE 180 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024-2029 (USD MILLION)
    • TABLE 181 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019-2023 (USD MILLION)
    • TABLE 182 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024-2029 (USD MILLION)
    • TABLE 183 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019-2023 (USD MILLION)
    • TABLE 184 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024-2029 (USD MILLION)
    • TABLE 185 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2023 (USD MILLION)
    • TABLE 186 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024-2029 (USD MILLION)
    • TABLE 187 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019-2023 (USD MILLION)
    • TABLE 188 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024-2029 (USD MILLION)
    • TABLE 189 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019-2023 (USD MILLION)
    • TABLE 190 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024-2029 (USD MILLION)
    • TABLE 191 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019-2023 (USD MILLION)
    • TABLE 192 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024-2029 (USD MILLION)
    • TABLE 193 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019-2023 (USD MILLION)
    • TABLE 194 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024-2029 (USD MILLION)
    • TABLE 195 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019-2023 (USD MILLION)
    • TABLE 196 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024-2029 (USD MILLION)
    • TABLE 197 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2019-2023 (USD MILLION)
    • TABLE 198 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024-2029 (USD MILLION)
    • 10.5.3 SAUDI ARABIA
      • 10.5.3.1 Initiatives such as Vision 2030 and National Transformation Program to drive market
    • 10.5.4 UAE
      • 10.5.4.1 Technology-related advancements expected to increase adoption of contact center solutions across industries in UAE
    • 10.5.5 SOUTH AFRICA
      • 10.5.5.1 Integration of AI and automation technologies to shape cloud-based contact center market in South Africa
    • 10.5.6 QATAR
      • 10.5.6.1 Growing emphasis on data security and compliance in Qatar to drive adoption of cloud-based contact center solutions
    • 10.5.7 EGYPT
      • 10.5.7.1 Egypt to prioritize customer experience and operational efficiency, driving cloud-based contact center solution market growth
    • 10.5.8 REST OF MIDDLE EAST & AFRICA
  • 10.6 LATIN AMERICA
    • 10.6.1 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.6.2 LATIN AMERICA: IMPACT OF RECESSION
    • TABLE 199 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019-2023 (USD MILLION)
    • TABLE 200 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024-2029 (USD MILLION)
    • TABLE 201 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019-2023 (USD MILLION)
    • TABLE 202 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024-2029 (USD MILLION)
    • TABLE 203 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019-2023 (USD MILLION)
    • TABLE 204 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024-2029 (USD MILLION)
    • TABLE 205 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019-2023 (USD MILLION)
    • TABLE 206 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024-2029 (USD MILLION)
    • TABLE 207 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019-2023 (USD MILLION)
    • TABLE 208 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024-2029 (USD MILLION)
    • TABLE 209 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019-2023 (USD MILLION)
    • TABLE 210 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024-2029 (USD MILLION)
    • TABLE 211 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019-2023 (USD MILLION)
    • TABLE 212 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024-2029 (USD MILLION)
    • TABLE 213 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019-2023 (USD MILLION)
    • TABLE 214 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024-2029 (USD MILLION)
    • TABLE 215 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019-2023 (USD MILLION)
    • TABLE 216 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024-2029 (USD MILLION)
    • TABLE 217 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2019-2023 (USD MILLION)
    • TABLE 218 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024-2029 (USD MILLION)
    • 10.6.3 BRAZIL
      • 10.6.3.1 Shift toward cloud-based contact center solutions for flexibility and cost-effectiveness to accelerate market
    • 10.6.4 MEXICO
      • 10.6.4.1 Government initiatives to attract foreign investment, digital advancement, and technical expertise to drive market
    • 10.6.5 ARGENTINA
      • 10.6.5.1 Argentina's expanding outsourcing industry to drive adoption of cloud-based contact centers
    • 10.6.6 REST OF LATIN AMERICA

11 COMPETITIVE LANDSCAPE

  • 11.1 OVERVIEW
  • 11.2 KEY PLAYER STRATEGIES/RIGHT TO WIN
    • TABLE 219 OVERVIEW OF STRATEGIES ADOPTED BY KEY CLOUD-BASED CONTACT CENTER VENDORS
  • 11.3 REVENUE ANALYSIS
    • FIGURE 54 TOP FIVE PLAYERS DOMINATING MARKET FROM 2019 TO 2023 (USD MILLION)
  • 11.4 MARKET SHARE ANALYSIS
    • FIGURE 55 SHARE OF LEADING COMPANIES IN CLOUD-BASED CONTACT CENTER MARKET, 2023
    • 11.4.1 MARKET RANKING ANALYSIS
    • TABLE 220 CLOUD-BASED CONTACT CENTER MARKET: DEGREE OF COMPETITION
  • 11.5 BRAND COMPARATIVE ANALYSIS
    • FIGURE 56 BRAND COMPARATIVE ANALYSIS
  • 11.6 COMPANY VALUATION AND FINANCIAL METRICS OF KEY VENDORS
    • FIGURE 57 COMPANY VALUATION AND FINANCIAL METRICS OF KEY VENDORS
    • FIGURE 58 YEAR-TO-DATE (YTD) PRICE TOTAL RETURN AND 5-YEAR STOCK BETA OF KEY VENDORS
  • 11.7 COMPANY EVALUATION MATRIX: KEY PLAYERS, 2023
    • 11.7.1 STARS
    • 11.7.2 EMERGING LEADERS
    • 11.7.3 PERVASIVE PLAYERS
    • 11.7.4 PARTICIPANTS
    • FIGURE 59 CLOUD-BASED CONTACT CENTER MARKET: COMPANY EVALUATION MATRIX (KEY PLAYERS), 2023
    • 11.7.5 COMPANY FOOTPRINT: KEY PLAYERS, 2023
      • 11.7.5.1 Company footprint
    • FIGURE 60 COMPANY FOOTPRINT (24 COMPANIES)
      • 11.7.5.2 Region footprint
    • TABLE 221 REGION FOOTPRINT (24 COMPANIES)
      • 11.7.5.3 Application footprint
    • TABLE 222 APPLICATION FOOTPRINT (24 COMPANIES)
      • 11.7.5.4 Vertical footprint
    • TABLE 223 VERTICAL FOOTPRINT (24 COMPANIES)
      • 11.7.5.5 Offering footprint
    • TABLE 224 OFFERING FOOTPRINT (24 COMPANIES)
  • 11.8 COMPANY EVALUATION MATRIX: STARTUPS/SMES, 2023
    • 11.8.1 PROGRESSIVE COMPANIES
    • 11.8.2 RESPONSIVE COMPANIES
    • 11.8.3 DYNAMIC COMPANIES
    • 11.8.4 STARTING BLOCKS
    • FIGURE 61 CLOUD-BASED CONTACT CENTER MARKET: COMPANY EVALUATION MATRIX (STARTUPS/SMES), 2023
    • 11.8.5 COMPETITIVE BENCHMARKING: STARTUPS/SMES, 2023
      • 11.8.5.1 Detailed list of key startups/SMEs
    • TABLE 225 CLOUD-BASED CONTACT CENTER MARKET: DETAILED LIST OF KEY STARTUPS/SMES
      • 11.8.5.2 Competitive benchmarking of key startups/SMEs
    • TABLE 226 CLOUD-BASED CONTACT CENTER MARKET: COMPETITIVE BENCHMARKING OF STARTUPS/SMES
  • 11.9 COMPETITIVE SCENARIO AND TRENDS
    • 11.9.1 PRODUCT LAUNCHES & ENHANCEMENTS
    • TABLE 227 CLOUD-BASED CONTACT CENTER MARKET: PRODUCT LAUNCHES & ENHANCEMENTS, JANUARY 2021-MARCH 2024
    • 11.9.2 DEALS
    • TABLE 228 CLOUD-BASED CONTACT CENTER MARKET: DEALS, JANUARY 2021-MARCH 2024

12 COMPANY PROFILES

  • 12.1 INTRODUCTION
  • 12.2 KEY PLAYERS
  • (Business Overview, Products/Solutions/Services offered, Recent Developments, MnM View)**
    • 12.2.1 NICE
    • TABLE 229 NICE: COMPANY OVERVIEW
    • FIGURE 62 NICE: COMPANY SNAPSHOT
    • TABLE 230 NICE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 231 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 232 NICE: DEALS
    • 12.2.2 AWS
    • TABLE 233 AWS: COMPANY OVERVIEW
    • FIGURE 63 AWS: COMPANY SNAPSHOT
    • TABLE 234 AWS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 235 AWS: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 236 AWS: DEALS
    • 12.2.3 GENESYS
    • TABLE 237 GENESYS: COMPANY OVERVIEW
    • TABLE 238 GENESYS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 239 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 240 GENESYS: DEALS
    • TABLE 241 GENESYS: OTHERS
    • 12.2.4 VONAGE
    • TABLE 242 VONAGE: COMPANY OVERVIEW
    • TABLE 243 VONAGE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 244 VONAGE: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 245 VONAGE: DEALS
    • 12.2.5 FIVE9
    • TABLE 246 FIVE9: COMPANY OVERVIEW
    • FIGURE 64 FIVE9: COMPANY SNAPSHOT
    • TABLE 247 FIVE9: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 248 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 249 FIVE9: DEALS
    • 12.2.6 TALKDESK
    • TABLE 250 TALKDESK: COMPANY OVERVIEW
    • TABLE 251 TALKDESK: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 252 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 253 TALKDESK: DEALS
    • 12.2.7 CISCO
    • TABLE 254 CISCO: COMPANY OVERVIEW
    • FIGURE 65 CISCO: COMPANY SNAPSHOT
    • TABLE 255 CISCO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 256 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS
    • 12.2.8 AVAYA
    • TABLE 257 AVAYA: COMPANY OVERVIEW
    • TABLE 258 AVAYA: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 259 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 260 AVAYA: DEALS
    • 12.2.9 ZOHO
    • TABLE 261 ZOHO: COMPANY OVERVIEW
    • TABLE 262 ZOHO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 263 ZOHO: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 264 ZOHO: DEALS
    • 12.2.10 8X8
    • TABLE 265 8X8: COMPANY OVERVIEW
    • FIGURE 66 8X8: COMPANY SNAPSHOT
    • TABLE 266 8X8: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 267 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 268 8X8: DEALS
    • 12.2.11 VERIZON
    • TABLE 269 VERIZON: COMPANY OVERVIEW
    • FIGURE 67 VERIZON: COMPANY SNAPSHOT
    • TABLE 270 VERIZON: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 271 VERIZON: PRODUCT LAUNCHES AND ENHANCEMENTS
    • 12.2.12 ALVARIA
    • TABLE 272 ALVARIA: COMPANY OVERVIEW
    • TABLE 273 ALVARIA: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 274 ALVARIA: DEALS
    • 12.2.13 AMELIA
    • TABLE 275 AMELIA: COMPANY OVERVIEW
    • TABLE 276 AMELIA: PRODUCTS/SOLUTIONS/SERVICES OFFERED
    • TABLE 277 AMELIA: DEALS
  • *Details on Business Overview, Products/Solutions/Services offered, Recent Developments, MnM View might not be captured in case of unlisted companies.
  • 12.3 OTHER PLAYERS
    • 12.3.1 TWILIO
    • 12.3.2 CLOUDWAVE
    • 12.3.3 CONTENT GURU
    • 12.3.4 RINGCENTRAL
    • 12.3.5 3CLOGIC
    • 12.3.6 ENGHOUSE INTERACTIVE
    • 12.3.7 VOCALCOM
    • 12.3.8 EVOLVE IP
    • 12.3.9 SPRINKLR
    • 12.3.10 MITEL
    • 12.3.11 BT GROUP
  • 12.4 STARTUP/SME PROFILES
    • 12.4.1 PYPESTREAM
    • 12.4.2 TECHSEE
    • 12.4.3 AIRCALL
    • 12.4.4 SENTIENT MACHINES
    • 12.4.5 NUBITEL
    • 12.4.6 JUSTCALL
    • 12.4.7 DAILER360
    • 12.4.8 SERVETEL
    • 12.4.9 NEODOVE
    • 12.4.10 RULAI

13 ADJACENT AND RELATED MARKETS

  • 13.1 INTRODUCTION
  • 13.2 CONVERSATIONAL AI MARKET - GLOBAL FORECAST TO 2030
    • 13.2.1 MARKET DEFINITION
    • 13.2.2 MARKET OVERVIEW
    • 13.2.3 CONVERSATIONAL AI MARKET, BY OFFERING
    • TABLE 278 CONVERSATIONAL AI MARKET, BY OFFERING, 2019-2023 (USD MILLION)
    • TABLE 279 CONVERSATIONAL AI MARKET, BY OFFERING, 2024-2030 (USD MILLION)
    • 13.2.4 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION
    • TABLE 280 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION, 2019-2023 (USD MILLION)
    • TABLE 281 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION, 2024-2030 (USD MILLION)
    • 13.2.5 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE
    • TABLE 282 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE, 2019-2023 (USD MILLION)
    • TABLE 283 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE, 2024-2030 (USD MILLION)
    • 13.2.6 CONVERSATIONAL AI MARKET, BY INTEGRATION MODE
    • TABLE 284 CONVERSATIONAL AI MARKET, BY INTEGRATION MODE, 2019-2023 (USD MILLION)
    • TABLE 285 CONVERSATIONAL AI MARKET, BY INTEGRATION MODE, 2024-2030 (USD MILLION)
    • 13.2.7 CONVERSATIONAL AI MARKET, BY VERTICAL
    • TABLE 286 CONVERSATIONAL AI MARKET, BY VERTICAL, 2019-2023 (USD MILLION)
    • TABLE 287 CONVERSATIONAL AI MARKET, BY VERTICAL, 2024-2030 (USD MILLION)
    • 13.2.8 CONVERSATIONAL AI MARKET, BY REGION
    • TABLE 288 CONVERSATIONAL AI MARKET, BY REGION, 2019-2023 (USD MILLION)
    • TABLE 289 CONVERSATIONAL AI MARKET, BY REGION, 2024-2030 (USD MILLION)
  • 13.3 CONTACT CENTER SOFTWARE MARKET - GLOBAL FORECAST TO 2028
    • 13.3.1 MARKET DEFINITION
    • 13.3.2 MARKET OVERVIEW
    • 13.3.3 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT
    • TABLE 290 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017-2022 (USD MILLION)
    • TABLE 291 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023-2028 (USD MILLION)
    • 13.3.4 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE
    • TABLE 292 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017-2022 (USD MILLION)
    • TABLE 293 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023-2028 (USD MILLION)
    • 13.3.5 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE
    • TABLE 294 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017-2022 (USD MILLION)
    • TABLE 295 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023-2028 (USD MILLION)
    • 13.3.6 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL
    • TABLE 296 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017-2022 (USD MILLION)
    • TABLE 297 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023-2028 (USD MILLION)
    • 13.3.7 CONTACT CENTER SOFTWARE MARKET, BY REGION
    • TABLE 298 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017-2022 (USD MILLION)
    • TABLE 299 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023-2028 (USD MILLION)

14 APPENDIX

  • 14.1 DISCUSSION GUIDE
  • 14.2 KNOWLEDGESTORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 14.3 CUSTOMIZATION OPTIONS
  • 14.4 RELATED REPORTS
  • 14.5 AUTHOR DETAILS