查看购物车
  • Traditional Chinese
  • English
  • Japanese
封面
市场调查报告书
商品编码
1722510

2025 年至 2033 年基于云端的联络中心市场报告（按组件、部署模式、组织规模、最终用途行业和地区）

Cloud-based Contact Center Market Report by Component, Deployment Mode, Organization Size, End Use Industry, and Region 2025-2033
出版日期: | 出版商: IMARC | 英文 136 Pages | 商品交期: 2-3个工作天内

价格

2024 年全球云端联络中心市场规模达 328 亿美元。展望未来， IMARC Group预计到 2033 年市场规模将达到 1,625 亿美元，2025-2033 年期间的成长率 (CAGR) 为 19.5%。对可扩展用户服务解决方案的需求不断增长、云端技术的进步、成本效益和增强的灵活性、远端工作模式的采用日益增加以及全通路通讯平台的日益普及是推动市场成长的一些因素。

基于云端的联络中心市场分析：

主要市场驱动因素：由于对远端工作选项的需求不断增加、用户满意度不断提高以及基于云端的解决方案提供的多功能性，市场正在经历强劲增长。

主要市场趋势：结合人工智慧 (AI) 和机器学习 (ML) 来改善用户服务自动化和客製化。此外，全通路通讯平台越来越受欢迎，提供跨管道（如语音、电子邮件、聊天和社群媒体）的流畅用户互动。

地理趋势：由于先进的技术基础设施和早期采用云端服务，北美占据市场主导地位。

竞争格局：该行业的一些主要市场参与者包括 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。

挑战与机会：对资料保护、遵守法规以及可靠网路存取的必要性的担忧正在影响基于云端的联络中心市场收入。然而，对高级分析的需求不断增长、与客户关係管理 (CRM) 系统的整合功能以及中小型企业 (SME) 向基于云端的解决方案的日益转变带来了机会。

基于云端的联络中心市场趋势：

增强使用者体验和个人化

现代个人透过各种平台进行快速、有效、个人化的沟通。基于云端的联络中心利用人工智慧 (AI) 和机器学习 (ML) 等先进技术来分析使用者资讯并提供个人化互动。结合全通路功能可确保流畅的使用者体验，无论是透过电话、电子邮件、聊天或社群媒体进行互动。基于云端的联络中心透过提供可靠和一流的体验来帮助组织与使用者建立更好的联繫，从而在竞争激烈的市场中取得更大的成功。为了与基于云端的联络中心市场的最新发展保持一致，2024 年 6 月，Five9 宣布扩展其 Service Cloud Voice 整合以整合 Salesforce Einstein，为客户提供先进的 AI 驱动选项以增强体验。这些新功能的目标是为代理商提供改进的用户服务和联络中心管理工具，例如即时通话记录和与 Einstein Conversation Insights 的整合。

成本效率和可扩展性

基于云端的解决方案采用订阅模式，降低资本支出并提供稳定的营运费用。这些解决方案可以透过增加或减少容量轻鬆适应业务需求，使组织能够适应季节变化或扩张。此外，基于云端的联络中心提供更快的部署和集成，减少停机时间并加快价值实现时间，这在现代商业环境中至关重要。基于云端的联络中心使企业能够提高营运效率，适应不断变化的需求，并专注于提供卓越的服务，而无需昂贵的基础设施投资，因为减少了财务障碍并提高了灵活性。 2024 年 5 月，一家欧洲机场和旅游零售集团选择 3CLogic 与 ServiceNow 的客户服务管理 (CSM) 产品集成，使用人工智慧驱动的分析和联络中心解决方案改善营运工作流程和客户互动。该组织做出此决定是为了集中流程、最大限度地减少手动任务并增强分析洞察力，以满足乘客和内部客户的复杂要求。

提高员工生产力和满意度

企业越来越关注员工效率和满意度，这支持了基于云端的联络中心市场的成长。这些平台提供先进的工具和功能，简化工作流程并减少手动任务，使代理商能够专注于更复杂、更有效率的任务。自动呼叫分配、即时分析和人工智慧支援可提高生产力并帮助代理商提供一流的服务。此外，基于云端的系统可以实现远端工作等灵活的工作设置，从而有可能提高工作满意度并改善工作与生活的平衡。创造一个支持性和高效的工作环境可以帮助企业提高员工士气、降低离职率并提高生产力。基于云端的联络中心使代理商能够从任何地方存取必要的资讯和工具，确保统一性和灵活性。 2024 年 1 月，8x8 公布了其云端联络中心和统一通讯平台的更新，例如 AI 产生的会议后摘要、全通路体验和生产力增强，旨在提升客户和员工体验。

基于云端的联络中心市场区隔：

按组件细分：

  • 解决方案
  • 自动呼叫分配
  • 代理性能优化
  • 拨号器
  • 互动式语音应答
  • 电脑电话集成
  • 分析和报告
  • 服务
  • 专业服务
  • 託管服务

解决方案占据大部分市场份额

该解决方案占据了大部分市场份额，包括自动呼叫分配、代理性能优化、拨号器、互动式语音应答 (IVR)、电脑电话整合 (CTI) 以及分析和报告。该板块因其广泛的服务而脱颖而出，提高了用户服务的效率和有效性。自动呼叫分配可确保高效率的呼叫路由、最大限度地减少等待时间并提高个人满意度。代理性能优化工具监控并提高生产力。拨号器可自动拨出电话，提高效率。自动拨号器简化了外拨电话，并提高了工作效率。 IVR 提供自助功能，无需代理参与即可解决典型查询。 CTI 将电话系统与网路结合起来，提供客製化服务。分析和报告为基于资料的决策提供了信息，使得这些工具对于当代呼叫中心至关重要。 2023 年 8 月，8x8 在其智慧客户助理中推出了语音对话 AI 功能，扩大了联络中心客户的自助服务选择。这项改进使工作流程更加高效，并提供了快速部署选项以提高客户满意度。

依部署模式分类：

  • 公共云端
  • 私有云端
  • 混合云端

公共云端占据产业最大份额

根据基于云端的联络中心市场预测，公共云端是市场领先的部分。公共云端部署具有可负担性、灵活性和便利性等主要优势。公司更喜欢使用公有云解决方案，因为他们可以根据需求快速增加或减少容量，而无需在硬体和基础设施上进行大量的初始投资。此外，希望改善用户服务营运的组织可以受益于公有云服务的强大安全功能和认证产品，这使其成为理想的选择。领先的云端服务供应商不断创新，确保联络中心灵活、可靠且能回应市场需求，推动公有云模式的广泛采用。

按组织规模划分：

  • 中小企业
  • 大型企业

大型企业代表领先的细分市场

大型企业凭藉其广泛的用户范围和复杂的营运需求，在基于云端的联络中心市场前景中占据主导地位。这些组织从基于云端的联络中心解决方案的先进功能中受益匪浅，这些解决方案提供可扩展性、与现有系统的整合以及强大的资料分析功能。大型企业经常会有各种各样的活动，需要一个适应性强、可靠的通讯网路来处理大量的各种管道上使用者互动。基于云端的解决方案非常有价值，因为它们能够提供个人化的个人服务，提高代理商的效能，并透过自动呼叫分配和互动式语音应答等功能简化操作。 2024 年 6 月，Endress+Hauser 选择 Contact Center 进行 Service Cloud Voice，以改善个人连结并提高效率。该解决方案与 Salesforce CRM 相连，为国际公司提供全平台的自动化、智慧呼叫引导和个人化互动。

依最终用途行业分类：

  • 金融服务业
  • 资讯科技和电信
  • 媒体和娱乐
  • 零售
  • 物流与运输
  • 卫生保健
  • 其他的

IT 和电信业引领市场，占据最大的基于云端的联络中心市场份额

由于对可靠且可扩展的用户服务解决方案的强烈需求，IT 和电信占据了最大的市场份额。该行业严重依赖基于云端的联络中心来处理广泛而复杂的个人互动，保证不间断的服务，并及时解决技术问题。结合人工智慧和机器学习等先进技术可以提高服务客製化和效率，这对于 IT 和电信公司维护用户满意度和忠诚度至关重要。此外，业界的快速创新和定期更新需要灵活且适应性强的通讯系统，而基于云端的联络中心是完美的选择。

按地区划分：

  • 北美洲
  • 美国
  • 加拿大
  • 亚太
  • 中国
  • 日本
  • 印度
  • 韩国
  • 澳洲
  • 印尼
  • 其他的
  • 欧洲
  • 德国
  • 法国
  • 英国
  • 义大利
  • 西班牙
  • 俄罗斯
  • 其他的
  • 拉丁美洲
  • 巴西
  • 墨西哥
  • 其他的
  • 中东和非洲

北美在市场上占据明显主导地位

该报告还对所有主要区域市场进行了全面的分析，包括北美（美国和加拿大）；亚太地区（中国、日本、印度、韩国、澳洲、印尼等）；欧洲（德国、法国、英国、义大利、西班牙、俄罗斯等）；拉丁美洲（巴西、墨西哥等）；以及中东和非洲。根据报告，北美是云端联络中心最大的区域市场。

北美凭藉其先进的技术和广泛使用的云端服务引领市场。强劲的经济和对用户服务技术的大量投资正在推动基于云端的联络中心的需求。北美企业重视提高个人体验和营运效率，这使他们成为首批采用基于云端的平台中的人工智慧、机器学习和分析等尖端技术的企业之一。此外，主要市场参与者的存在和高度集中的技术型企业也促进了市场的成长。该地区也利用有利的监管条件，促进尖端云端服务的实施，确保强有力的安全和合规措施。 2024年3月，专注于数位通讯技术的美国跨国公司思科扩大了其在Webex云端客户体验解决方案中的产品范围，为联络中心以外的员工推出了Webex客户体验基础版，并改进了Webex联络中心的AI功能，从而改善了用户互动和代理体验。

竞争格局：

市场研究报告也对市场竞争格局进行了全面的分析。也提供了所有主要公司的详细资料。该行业的一些主要市场参与者包括 3CLogic、8x8 Inc.、Avaya Inc.、Cisco Systems Inc.、Content Guru Limited、Five9 Inc.、Genesys、NICE Ltd.、RingCentral Inc.、Talkdesk、Twilio Inc.、Vocalcom 和 Vonage。

本报告回答的关键问题

  • 2024 年全球云端联络中心市场规模是多少
  • 2025 年至 2033 年期间全球云端联络中心市场的预期成长率是多少
  • 推动全球云端联络中心市场的关键因素有哪些
  • COVID-19 对全球云端联络中心市场有何影响
  • 根据组件，全球基于云端的联络中心市场如何划分
  • 根据部署模式，全球云端联络中心市场如何划分
  • 根据组织规模，全球基于云端的联络中心市场如何划分
  • 根据最终用途产业，全球基于云端的联络中心市场如何划分
  • 全球云端联络中心市场的主要区域有哪些
  • 10.全球云端联络中心市场的主要参与者/公司有哪些？

本报告回答的关键问题

  • 2024 年全球基于云端的联络中心市场规模？ 2025 年至 2033 年期间全球基于云端的联络中心市场的预期成长率为何？
  • 推动全球云端联络中心市场发展的关键因素有哪些？
  • COVID-19 对全球基于云端的联络中心市场有何影响？
  • 根据组件，全球基于云端的联络中心市场是如何分類的？
  • 根据部署模式，全球云端联络中心市场如何划分？
  • 根据组织规模，全球基于云端的联络中心市场是如何分類的？
  • 根据最终用途产业，全球基于云端的联络中心市场是如何分布的？
  • 全球云端联络中心市场的主要区域有哪些？
  • 全球云端联络中心市场的主要参与者/公司有哪些？

目录

第一章：前言

第二章：范围与方法

  • 研究目标
  • 利害关係人
  • 资料来源
    • 主要来源
    • 次要来源
  • 市场评估
    • 自下而上的方法
    • 自上而下的方法
  • 预测方法

第三章：执行摘要

第四章：简介

  • 概述
  • 主要行业趋势

第五章：全球云端联络中心市场

  • 市场概览
  • 市场表现
  • COVID-19的影响
  • 市场预测

第六章：市场细分：按组成部分

  • 解决方案
    • 关键部分
      • 自动呼叫分配
      • 代理性能优化
      • 拨号器
      • 互动式语音应答
      • 电脑电话集成
      • 分析和报告
  • 服务
    • 关键部分
      • 专业服务
      • 託管服务

第七章：市场区隔：依部署模式

  • 公共云端
  • 私有云端
  • 混合云端

第八章：市场区隔：依组织规模

  • 中小企业
  • 大型企业

第九章：市场区隔：依最终用途产业

  • 金融服务业
  • 资讯科技和电信
  • 媒体和娱乐
  • 零售
  • 物流与运输
  • 卫生保健
  • 其他的

第十章：市场细分：按地区

  • 北美洲
    • 美国
    • 加拿大
  • 亚太
    • 中国
    • 日本
    • 印度
    • 韩国
    • 澳洲
    • 印尼
    • 其他的
  • 欧洲
    • 德国
    • 法国
    • 英国
    • 义大利
    • 西班牙
    • 俄罗斯
    • 其他的
  • 拉丁美洲
    • 巴西
    • 墨西哥
    • 其他的
  • 中东和非洲
    • 市场区隔：依国家

第 11 章：SWOT 分析

  • 概述
  • 优势
  • 弱点
  • 机会
  • 威胁

第 12 章：价值链分析

第 13 章：波特五力分析

  • 概述
  • 买家的议价能力
  • 供应商的议价能力
  • 竞争程度
  • 新进入者的威胁
  • 替代品的威胁

第 14 章：价格分析

第 15 章：竞争格局

  • 市场结构
  • 关键参与者
  • 关键参与者简介
    • 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: SR112025A5265

The global cloud-based contact center market size reached USD 32.8 Billion in 2024. Looking forward, IMARC Group expects the market to reach USD 162.5 Billion by 2033, exhibiting a growth rate (CAGR) of 19.5% during 2025-2033. 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:

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

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

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

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

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.

Key Questions Answered in This Report

  • 1.What was the size of the global cloud-based contact center market in 2024?
  • 2.What is the expected growth rate of the global cloud-based contact center market during 2025-2033?
  • 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 USD), 2019-2024
  • Figure 3: Global: Cloud-based Contact Center Market Forecast: Sales Value (in Billion USD), 2025-2033
  • Figure 4: Global: Cloud-based Contact Center Market: Breakup by Component (in %), 2024
  • Figure 5: Global: Cloud-based Contact Center Market: Breakup by Deployment Mode (in %), 2024
  • Figure 6: Global: Cloud-based Contact Center Market: Breakup by Organization Size (in %), 2024
  • Figure 7: Global: Cloud-based Contact Center Market: Breakup by End Use Industry (in %), 2024
  • Figure 8: Global: Cloud-based Contact Center Market: Breakup by Region (in %), 2024
  • Figure 9: Global: Cloud-based Contact Center (Solution) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 10: Global: Cloud-based Contact Center (Solution) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 11: Global: Cloud-based Contact Center (Service) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 12: Global: Cloud-based Contact Center (Service) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 13: Global: Cloud-based Contact Center (Public Cloud) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 14: Global: Cloud-based Contact Center (Public Cloud) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 15: Global: Cloud-based Contact Center (Private Cloud) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 16: Global: Cloud-based Contact Center (Private Cloud) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 17: Global: Cloud-based Contact Center (Hybrid Cloud) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 18: Global: Cloud-based Contact Center (Hybrid Cloud) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 19: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 20: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 21: Global: Cloud-based Contact Center (Large Enterprises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 22: Global: Cloud-based Contact Center (Large Enterprises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 23: Global: Cloud-based Contact Center (BFSI) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 24: Global: Cloud-based Contact Center (BFSI) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 25: Global: Cloud-based Contact Center (IT and Telecom) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 26: Global: Cloud-based Contact Center (IT and Telecom) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 27: Global: Cloud-based Contact Center (Media and Entertainment) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 28: Global: Cloud-based Contact Center (Media and Entertainment) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 29: Global: Cloud-based Contact Center (Retail) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 30: Global: Cloud-based Contact Center (Retail) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 31: Global: Cloud-based Contact Center (Logistics and Transport) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 32: Global: Cloud-based Contact Center (Logistics and Transport) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 33: Global: Cloud-based Contact Center (Healthcare) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 34: Global: Cloud-based Contact Center (Healthcare) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 35: Global: Cloud-based Contact Center (Other End Use Industries) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 36: Global: Cloud-based Contact Center (Other End Use Industries) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 37: North America: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 38: North America: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 39: United States: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 40: United States: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 41: Canada: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 42: Canada: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 43: Asia-Pacific: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 44: Asia-Pacific: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 45: China: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 46: China: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 47: Japan: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 48: Japan: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 49: India: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 50: India: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 51: South Korea: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 52: South Korea: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 53: Australia: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 54: Australia: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 55: Indonesia: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 56: Indonesia: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 57: Others: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 58: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 59: Europe: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 60: Europe: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 61: Germany: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 62: Germany: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 63: France: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 64: France: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 65: United Kingdom: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 66: United Kingdom: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 67: Italy: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 68: Italy: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 69: Spain: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 70: Spain: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 71: Russia: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 72: Russia: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 73: Others: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 74: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 75: Latin America: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 76: Latin America: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 77: Brazil: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 78: Brazil: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 79: Mexico: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 80: Mexico: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 81: Others: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 82: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 83: Middle East and Africa: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 84: Middle East and Africa: Cloud-based Contact Center Market: Breakup by Country (in %), 2024
  • Figure 85: Middle East and Africa: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • 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, 2024 and 2033
  • Table 2: Global: Cloud-based Contact Center Market Forecast: Breakup by Component (in Million USD), 2025-2033
  • Table 3: Global: Cloud-based Contact Center Market Forecast: Breakup by Deployment Mode (in Million USD), 2025-2033
  • Table 4: Global: Cloud-based Contact Center Market Forecast: Breakup by Organization Size (in Million USD), 2025-2033
  • Table 5: Global: Cloud-based Contact Center Market Forecast: Breakup by End Use Industry (in Million USD), 2025-2033
  • Table 6: Global: Cloud-based Contact Center Market Forecast: Breakup by Region (in Million USD), 2025-2033
  • Table 7: Global: Cloud-based Contact Center Market: Competitive Structure
  • Table 8: Global: Cloud-based Contact Center Market: Key Players