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市场调查报告书
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1262030

基于云的联络中心市场 - 全球行业规模、份额、趋势、机会和预测，2018-2028 年按竞争对手、部署、组织规模、最终用户、地区和竞争对手分类

Cloud-based Contact Center Market- Global Industry Size, Share, Trends, Opportunity, and Forecast. 2018-2028 Segmented By Component, By Deployment, By Organization Size, By End-User, By Region, By Competition
出版日期: | 出版商: TechSci Research | 英文 118 Pages | 商品交期: 2-3个工作天内

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简介目录

全球基于云的联络中心市场预计将在 2022 年至 2028 年的预测期内实现强劲增长。 商业和企业等垂直行业的客户需求、合作伙伴关係、应用趋势以及针对当前市场开发新功能的需求正在推动基于云的联络中心的创新。 降低成本是影响云联络中心增长的主要因素之一。 此外，简化的程序可以更快地实现业务价值，更轻鬆地进行分销管理，为公司提供更大的灵活性和更低的成本，因此预计市场规模在预测期内将快速增长。

远程联络中心市场的发展带动了市场

在全球基于云的联络中心市场，行业参与者越来越熟悉联络中心即服务的概念。 基于云的联络中心公司的创新联络中心技术即服务，具有团队聊天和视频等协作选项，可帮助他们有效地管理远程团队。 特别是在冠状病毒爆发期间，联络中心即服务有助于最大限度地降低拥有成本、减少停机时间并确保业务连续性。 发现云通信服务和系统集成服务可实现多渠□□道通信，预计这种技术扩展将在预测期内提振市场。

在基于云的联络中心市场采用 AL/ML 和 CCaaS

进入全球基于云的联络中心市场的公司都在关注 CCaaS（联络中心即服务）的概念。 在美国上市的 RingCentral, Inc. 是一家为企业提供基于云的通信和合作伙伴解决方案的提供商，该公司推出了一种 CCaaS 解决方案，有助于减少前期投资和 IT 人员。

借助团队聊天和视频等协作选项，基于云的联络中心市场中新兴的 CCaaS 技术正在帮助高效管理远程团队。 在 COVID-19 爆发期间，CCaaS 技术可以帮助降低拥有成本、提高性能并确保业务连续性。 统一通信即服务 (UCaaS) 和云通信即服务 (CCaaS) 已证明多通道连接是可行的。

在零售行业，专注于全渠道云连接的 Amazon Connect 正迅速成为零售行业虚拟联络中心的标准。 这种沟通使得以合理的价格提供优质的客户服务成为可能。 零售联络中心越来越需要定制的、动态的和自然的服务。 人工智能 (AI) 和机器学习 (ML) 技术被用于自动化交互、检测用户情绪和验证呼叫者身份以增强客户服务。 由于 AI（人工智能）和机器学习利用的最新趋势，预计基于云的联络中心市场在未来将经历强劲增长。

约束

事实证明，託管基于云的联络中心是一项巨大的开支。 为了确定业务运营的可持续性，市场参与者为突发事件做准备并评估与业务模型相关的风险和回报。

营销人员

基于云的联络中心市场的主要市场参与者是：Aspect Software, Inc、BT GROUP PLC、Cisco Systems, Inc、Connect First, Inc、Evolve IP LLC、Five9, Inc 、Genesys、Liveops, Inc、Mitel Networks Corporation、NewVoiceMedia Limited。

近期发展

  • Five9 和 CANCOM SE 于 2021 年 3 月签署了一项战略协议，以扩展联络中心业务的组成部分并利用基于云的智能联络中心“Five9”的可扩展性。
  • 2021 年 2 月，Orange Business Services 与国际工程服务公司 Kone Corporation 合作，共同打造云端联络中心基础设施。
  • 2020 年 5 月，Genesis Communication Laboratory Co., Ltd. 与 Maximus Co., Ltd. 结成合作伙伴关係，为政府机构构建基于云的联络中心平台。

可自定义

根据市场数据，TechSci Research 根据公司的具体需求提供定制服务。 该报告可以定制为：

公司信息

  • 对其他市场参与者（最多 5 家公司）进行深入分析和概况分析

内容

第一章服务概述

  • 市场定义
  • 市场范围
  • 目标市场
  • 研究目标年份
  • 主要市场细分

第二章研究方法论

  • 调查目的
  • 基线调查方法
  • 主要行业合作伙伴
  • 主要协会和次要信息
  • 调查方法
  • 数据三角测量和验证
  • 假设和限制

第 3 章 COVID-19 对全球基于云的联络中心市场的影响

第 4 章执行摘要

第五章VOC（客户之声）

  • 品牌认知度和品牌回想度
  • 选择供应商时的注意事项
  • 客户满意度
  • 主要问题

第6章全球基于云的联络中心市场展望

  • 市场规模和预测
    • 按金额
  • 市场份额和预测
    • 按组件（解决方案、服务）
    • 按部署（公共、私有、混合）
    • 按组织规模（小型、中型和大型组织）
    • 最终用户（电信/信息技术、BFSI、医疗保健、零售、政府、製造业、银行/金融服务、保险）
    • 按地区
  • 按公司分类（2022 年）
  • 市场地图

第 7 章北美基于云的联络中心市场展望

  • 市场规模和预测
    • 按金额
  • 市场份额和预测
    • 按组件
    • 通过部署
    • 按组织规模
    • 最终用户
    • 按国家
  • 北美：国家/地区分析
    • 美国
    • 加拿大
    • 墨西哥

第 8 章亚太地区基于云的联络中心的市场展望

  • 市场规模和预测
    • 按金额
  • 市场份额和预测
    • 按组件
    • 通过部署
    • 按组织规模
    • 最终用户
    • 按国家
  • 亚太地区：国家/地区分析
    • 中国
    • 印度
    • 日本
    • 韩国
    • 澳大利亚
    • 新加坡
    • 马来西亚

第9章欧洲基于云的联络中心市场展望

  • 市场规模和预测
    • 按金额
  • 市场份额和预测
    • 按组件
    • 通过部署
    • 按组织规模
    • 最终用户
    • 按国家
  • 欧洲：国家分析
    • 德国
    • 英国
    • 法国
    • 俄罗斯
    • 西班牙
    • 波兰
    • 意大利
    • 丹麦

第 10 章南美洲基于云的联络中心的市场展望

  • 市场规模和预测
    • 按金额
  • 市场份额和预测
    • 按组件
    • 通过部署
    • 按组织规模
    • 最终用户
    • 按国家
  • 南美洲：国家分析
    • 巴西
    • 阿根廷
    • 哥伦比亚
    • 秘鲁
    • 智利

第 11 章中东和非洲基于云的联络中心市场展望

  • 市场规模和预测
    • 按金额
  • 市场份额和预测
    • 按组件
    • 通过部署
    • 按组织规模
    • 最终用户
    • 按国家
  • 中东和非洲：国家分析
    • 沙特阿拉伯
    • 南非
    • 阿联酋
    • 以色列
    • 埃及

第 12 章市场动态

  • 司机
    • 引入远程联络中心
    • 多渠道通信技术
    • 增加对云、社交媒体和分析技术的使用
  • 任务
    • 安装成本高
    • 基于云的联络中心具有强大的结构

第13章市场趋势与发展

  • 在联络中心引入机器学习/人工智能
  • 关注 CCaaS（联络中心即服务）
  • 团队聊天和视频会议等协作选项的演变
  • CCaaS 解决方案有助于减少初始投资并减少 IT 人员
  • 定制、动态和自然的服务

第14章公司简介

  • Aspect Software, Inc
    • 业务概览
    • 主要收入和财务信息（如果有）
    • 最近的发展
    • 主要人员
    • 主要产品/服务
  • BT GROUP PLC
    • 业务概览
    • 主要收入和财务信息（如果有）
    • 最近的发展
    • 主要人员
    • 主要产品/服务
  • Cisco Systems, Inc
    • 业务概览
    • 主要收入和财务信息（如果有）
    • 最近的发展
    • 主要人员
    • 主要产品/服务
  • Connect First Co., Ltd.
    • 业务概览
    • 主要收入和财务信息（如果有）
    • 最近的发展
    • 主要人员
    • 主要产品/服务
  • Evolve IP LLC
    • 业务概览
    • 主要收入和财务信息（如果有）
    • 最近的发展
    • 主要人员
    • 主要产品/服务
  • Five9, Inc
    • 业务概览
    • 主要收入和财务信息（如果有）
    • 最近的发展
    • 主要人员
    • 主要产品/服务
  • Genesys
    • 业务概览
    • 主要收入和财务信息（如果有）
    • 最近的发展
    • 主要人员
    • 主要产品/服务
  • Liveops, Inc
    • 业务概览
    • 主要收入和财务信息（如果有）
    • 最近的发展
    • 主要人员
    • 主要产品/服务
  • Mitel Networks Corporation
    • 业务概览
    • 主要收入和财务信息（如果有）
    • 最近的发展
    • 主要人员
    • 主要产品/服务
  • NewVoiceMedia Limited
    • 业务概览
    • 主要收入和财务信息（如果有）
    • 最近的发展
    • 主要人员
    • 主要产品/服务

第 15 章战略建议

  • 增加对基于云的服务的消费
  • 多连接设备，专注于管理客户端连接

第十六章关于研究公司/免责声明

简介目录
Product Code: 14372

Global Cloud-based Contact Center Market is anticipated to grow at a robust pace during the forecast period 2022-2028. Customer needs, partnerships, application trends across vertical industries, including business and enterprise, and the need to develop new capabilities for the current market all contribute to the innovative nature of cloud-based contact centers. Cost reduction is one of the main factors influencing the growth of the cloud contact center. Additionally, streamlined procedures provide a rapid implementation of the business value, easier distribution management, increased company flexibility, and cost savings, due to which market size is expected to grow rapidly during the forecast period.

Development of Remote Contact Center Drive the Market

In the global cloud-based contact center market, industry players are becoming increasingly familiar with the concept of a contact center as a service. The cloud-based contact center company's innovative contact center as a service technology is aiding in effectively administering remote teams with collaboration options, including team chat and video. In particular, the contact center as a service solution helped during the coronavirus outbreak to minimize the cost of ownership, reduce downtime, and ensure business continuity. It has been discovered that cloud communications as a service and system integration as a service make multi-channel communication conceivable; due to this technological expansion market is expected to rise during the forecast period.

Cloud-based contact centers have made it possible to manage a remote contact center staff, eliminating the need for calls to an outside vendor. With cloud-based contact centers, agents can be deployed across the country with the goal of putting them closer to customers. Numerous companies are implementing work-from-home policies for employees to reduce costs, owing to which the market is expected to register a high CAGR during the forecast period. For instance, the Everest Group's research program claims that money saved on office space and other overheads can be used to hire local staff who can offer specific services. Additionally, hiring operate-from-home agents in the U.S. costs 5 to 10% less than hiring on-site specialists.

Contact centers have been developed to manage customer connections. The market would expand as multi-function devices are used more often to handle client connections. Modern technologies are used in contact centers to gather both inbound and outgoing calls. Emails, chats, and online queries have all experienced an increase in usage. Growing consumption of cloud, social media, and analytics technology by businesses can benefit a corporate success.

Adoption of AL/ML and CCaaS in Cloud-based Contact Center Market

Participants in the global cloud-based contact center market are paying attention to the idea of a contact center as a service (CCaaS). RingCentral, Inc. - the U.S. publicly traded supplier of cloud-based communications and partnership solutions for businesses, is being publicized for the CCaaS solutions that help to lower upfront investing and reduce I.T. staffing.

With collaboration options such as team chat and video, the new CCaaS technology in the cloud-based contact center marketplace is helping efficiently manage remote teams. During the COVID-19 pandemic, the CCaaS technology is supported to reduce ownership costs, improve performance, and ensure business continuity. Multi-channel connectivity has been proven possible via unified communications as a service (UCaaS) and cloud communications as a service (CCaaS).

In terms of retail, Amazon Connect, which mainly employs omnichannel cloud connectivity, is quickly becoming the standard for virtual contact centers in the retail industry. Offering great customer service at a reasonable price is made possible through this type of communication. In the retail contact center industry, there is an increasing need for customized, dynamic, and natural services. Artificial intelligence (AI) and machine learning (ML) technologies are used to automate exchanges, detect user emotions, and authenticate callers to enhance customer service. The latest trend of using AI (Artificial intelligence) and Machine learning Cloud-based contact center market is anticipated to rise with robust growth in the future.

Restraining Factors

Cloud-based contact center hosting has been demonstrated to be a major expense. To determine the sustainability of operating their business, market players are adopting contingencies and evaluating the risks and rewards related to their business models.

Market Segmentation

The Cloud-based Contact Center Market is segmented into components, end-user, deployment, and organization size. Based on components, the market is segmented into solutions and services. Based on deployment, the market is segmented into public, private, and hybrid. Based on the organization, the market is divided into size, small, medium, and large-sized organizations. Based on end-user, the market is segmented into telecom & information technology, BFSI, healthcare, retail, government, manufacturing, banking, financial services, and insurance.

Market player

The leading market players in the Cloud-based Contact Center Market are: Aspect Software, Inc, BT GROUP PLC, Cisco Systems, Inc, Connect First, Inc, Evolve IP LLC, Five9, Inc, Genesys, Liveops, Inc, Mitel Networks Corporation, NewVoiceMedia Limited.

Recent Developments

  • To expand the contact center component of its business and take advantage of the scalability of the Five9 intelligent cloud-based contact center, Five9 and CANCOM SE engaged in a strategic agreement in March 2021.
  • In February 2021, in order to move its cloud-based contact center infrastructure to the Cloud, Orange Business Service teamed with Kone Corporation, an international engineering and service firm.
  • Genesys Telecommunication Laboratories, Inc. and Maximus, Inc. joined up in May 2020 to create a cloud-based contact center platform for government agencies.

Report Scope

In this report, the Cloud-based Contact Center Market has been segmented into the following categories, in addition to the industry trends, which have also been detailed below:

Cloud-based Contact Center Market, By Component:

  • Solutions
  • Service

Cloud-based Contact Center Market, By Deployment:

  • Public
  • Private
  • Hybrid

Cloud-based Contact Center Market, By Organization Size:

  • SMEs
  • Large Enterprise

Cloud-based Contact Center Market, By End-User:

  • Small Sized Organization
  • Medium Sized Organization
  • Large Sized Organization

Cloud-based Contact Center Market, By Region:

  • North America
    • United States
    • Mexico
  • Asia-Pacific
    • India
    • Japan
    • South Korea
    • Australia
    • Singapore
    • Malaysia
    • China
  • Europe
    • Germany
    • United Kingdom
    • France
    • Italy
    • Spain
    • Poland
    • Denmark
  • South America
    • Brazil
    • Argentina
    • Colombia
    • Peru
    • Chile
  • Middle East
    • Saudi Arabia
    • South Africa
    • UAE
    • Iraq
    • Turkey

Competitive Landscape

Company Profiles: Detailed analysis of the major companies present in the Global Cloud-based Contact Center Market

Available Customizations

With the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

  • Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Service Overview

  • 1.1. Market Definition
  • 1.2. Scope of the Market
  • 1.3. Markets Covered
  • 1.4. Years Considered for Study
  • 1.5. Key Market Segmentations

2. Research Methodology

  • 2.1. Objective of the Study
  • 2.2. Baseline Methodology
  • 2.3. Key Industry Partners
  • 2.4. Major Association and Secondary Sources
  • 2.5. Forecasting Methodology
  • 2.6. Data Triangulation & Validation
  • 2.7. Assumptions and Limitations

3. Impact of COVID-19 on Global Cloud based Contact Center Market

4. Executive Summary

5. Voice of Customers

  • 5.1. Brand Awareness and Brand Recall
  • 5.2. Factors Considered While Selecting Vendors
  • 5.3. Client Satisfaction Level
  • 5.4. Major Challenges/Issues Faced

6. Global Cloud based Contact Center Market Outlook

  • 6.1. Market Size & Forecast
    • 6.1.1. By Value
  • 6.2. Market Share & Forecast
    • 6.2.1. By Component (Solutions and Service)
    • 6.2.2. By Deployment (Public, Private, and Hybrid)
    • 6.2.3. By Organization Size (Small, Medium, and Large Sized Organization)
    • 6.2.4. By End-User (Telecom & Information Technology, BFSI, Healthcare, Retail, Government, Manufacturing, Banking Financial Services, and Insurance)
    • 6.2.5. By Region
  • 6.3. By Company (2022)
  • 6.4. Market Map

7. North America Cloud based Contact Center Market Outlook

  • 7.1. Market Size & Forecast
    • 7.1.1. By Value
  • 7.2. Market Share & Forecast
    • 7.2.1. By Component
    • 7.2.2. By Deployment
    • 7.2.3. By Organization Size
    • 7.2.4. By End-User
    • 7.2.5. By Country
  • 7.3. North America: Country Analysis
    • 7.3.1. United States Cloud based Contact Center Market Outlook
      • 7.3.1.1. Market Size & Forecast
        • 7.3.1.1.1. By Value
      • 7.3.1.2. Market Share & Forecast
        • 7.3.1.2.1. By Component
        • 7.3.1.2.2. By Deployment
        • 7.3.1.2.3. By Organization Size
        • 7.3.1.2.4. By End-User
    • 7.3.2. Canada Cloud based Contact Center Market Outlook
      • 7.3.2.1. Market Size & Forecast
        • 7.3.2.1.1. By Value
      • 7.3.2.2. Market Share & Forecast
        • 7.3.2.2.1. By Component
        • 7.3.2.2.2. By Deployment
        • 7.3.2.2.3. By Organization Size
        • 7.3.2.2.4. By End-User
    • 7.3.3. Mexico Cloud based Contact Center Market Outlook
      • 7.3.3.1. Market Size & Forecast
        • 7.3.3.1.1. By Value
      • 7.3.3.2. Market Share & Forecast
        • 7.3.3.2.1. By Component
        • 7.3.3.2.2. By Deployment
        • 7.3.3.2.3. By Organization Size
        • 7.3.3.2.4. By End-User

8. Asia-Pacific Cloud based Contact Center Market Outlook

  • 8.1. Market Size & Forecast
    • 8.1.1. By Value
  • 8.2. Market Share & Forecast
    • 8.2.1. By Component
    • 8.2.2. By Deployment
    • 8.2.3. By Organization Size
    • 8.2.4. By End-User
    • 8.2.5. By Country
  • 8.3. Asia-Pacific: Country Analysis
    • 8.3.1. China Cloud based Contact Center Market Outlook
      • 8.3.1.1. Market Size & Forecast
        • 8.3.1.1.1. By Value
      • 8.3.1.2. Market Share & Forecast
        • 8.3.1.2.1. By Component
        • 8.3.1.2.2. By Deployment
        • 8.3.1.2.3. By Organization Size
        • 8.3.1.2.4. By End-User
    • 8.3.2. India Cloud based Contact Center Market Outlook
      • 8.3.2.1. Market Size & Forecast
        • 8.3.2.1.1. By Value
      • 8.3.2.2. Market Share & Forecast
        • 8.3.2.2.1. By Component
        • 8.3.2.2.2. By Deployment
        • 8.3.2.2.3. By Organization Size
        • 8.3.2.2.4. By End-User
    • 8.3.3. Japan Cloud based Contact Center Market Outlook
      • 8.3.3.1. Market Size & Forecast
        • 8.3.3.1.1. By Value
      • 8.3.3.2. Market Share & Forecast
        • 8.3.3.2.1. By Component
        • 8.3.3.2.2. By Deployment
        • 8.3.3.2.3. By Organization Size
        • 8.3.3.2.4. By End-User
    • 8.3.4. South Korea Cloud based Contact Center Market Outlook
      • 8.3.4.1. Market Size & Forecast
        • 8.3.4.1.1. By Value
      • 8.3.4.2. Market Share & Forecast
        • 8.3.4.2.1. By Component
        • 8.3.4.2.2. By Deployment
        • 8.3.4.2.3. By Organization Size
        • 8.3.4.2.4. By End-User
    • 8.3.5. Australia Cloud based Contact Center Market Outlook
      • 8.3.5.1. Market Size & Forecast
        • 8.3.5.1.1. By Value
      • 8.3.5.2. Market Share & Forecast
        • 8.3.5.2.1. By Component
        • 8.3.5.2.2. By Deployment
        • 8.3.5.2.3. By Organization Size
        • 8.3.5.2.4. By End-User
    • 8.3.6. Singapore Cloud based Contact Center Market Outlook
      • 8.3.6.1. Market Size & Forecast
        • 8.3.6.1.1. By Value
      • 8.3.6.2. Market Share & Forecast
        • 8.3.6.2.1. By Component
        • 8.3.6.2.2. By Deployment
        • 8.3.6.2.3. By Organization Size
        • 8.3.6.2.4. By End-User
    • 8.3.7. Malaysia Cloud based Contact Center Market Outlook
      • 8.3.7.1. Market Size & Forecast
        • 8.3.7.1.1. By Value
      • 8.3.7.2. Market Share & Forecast
        • 8.3.7.2.1. By Component
        • 8.3.7.2.2. By Deployment
        • 8.3.7.2.3. By Organization Size
        • 8.3.7.2.4. By End-User

9. Europe Cloud based Contact Center Market Outlook

  • 9.1. Market Size & Forecast
    • 9.1.1. By Value
  • 9.2. Market Share & Forecast
    • 9.2.1. By Component
    • 9.2.2. By Deployment
    • 9.2.3. By Organization Size
    • 9.2.4. By End-User
    • 9.2.5. By Country
  • 9.3. Europe: Country Analysis
    • 9.3.1. Germany Cloud based Contact Center Market Outlook
      • 9.3.1.1. Market Size & Forecast
        • 9.3.1.1.1. By Value
      • 9.3.1.2. Market Share & Forecast
        • 9.3.1.2.1. By Component
        • 9.3.1.2.2. By Deployment
        • 9.3.1.2.3. By Organization Size
        • 9.3.1.2.4. By End-User
    • 9.3.2. United Kingdom Cloud based Contact Center Market Outlook
      • 9.3.2.1. Market Size & Forecast
        • 9.3.2.1.1. By Value
      • 9.3.2.2. Market Share & Forecast
        • 9.3.2.2.1. By Component
        • 9.3.2.2.2. By Deployment
        • 9.3.2.2.3. By Organization Size
        • 9.3.2.2.4. By End-User
    • 9.3.3. France Cloud based Contact Center Market Outlook
      • 9.3.3.1. Market Size & Forecast
        • 9.3.3.1.1. By Value
      • 9.3.3.2. Market Share & Forecast
        • 9.3.3.2.1. By Component
        • 9.3.3.2.2. By Deployment
        • 9.3.3.2.3. By Organization Size
        • 9.3.3.2.4. By End-User
    • 9.3.4. Russia Cloud based Contact Center Market Outlook
      • 9.3.4.1. Market Size & Forecast
        • 9.3.4.1.1. By Value
      • 9.3.4.2. Market Share & Forecast
        • 9.3.4.2.1. By Component
        • 9.3.4.2.2. By Deployment
        • 9.3.4.2.3. By Organization Size
        • 9.3.4.2.4. By End-User
    • 9.3.5. Spain Cloud based Contact Center Market Outlook
      • 9.3.5.1. Market Size & Forecast
        • 9.3.5.1.1. By Value
      • 9.3.5.2. Market Share & Forecast
        • 9.3.5.2.1. By Component
        • 9.3.5.2.2. By Deployment
        • 9.3.5.2.3. By Organization Size
        • 9.3.5.2.4. By End-User
    • 9.3.6. Poland Cloud based Contact Center Market Outlook
      • 9.3.6.1. Market Size & Forecast
        • 9.3.6.1.1. By Value
      • 9.3.6.2. Market Share & Forecast
        • 9.3.6.2.1. By Component
        • 9.3.6.2.2. By Deployment
        • 9.3.6.2.3. By Organization Size
        • 9.3.6.2.4. By End-User
    • 9.3.7. Italy Cloud based Contact Center Market Outlook
      • 9.3.7.1. Market Size & Forecast
        • 9.3.7.1.1. By Value
      • 9.3.7.2. Market Share & Forecast
        • 9.3.7.2.1. By Component
        • 9.3.7.2.2. By Deployment
        • 9.3.7.2.3. By Organization Size
        • 9.3.7.2.4. By End-User
    • 9.3.8. Denmark Cloud based Contact Center Market Outlook
      • 9.3.8.1. Market Size & Forecast
        • 9.3.8.1.1. By Value
      • 9.3.8.2. Market Share & Forecast
        • 9.3.8.2.1. By Component
        • 9.3.8.2.2. By Deployment
        • 9.3.8.2.3. By Organization Size
        • 9.3.8.2.4. By End-User

10. South America Cloud based Contact Center Market Outlook

  • 10.1. Market Size & Forecast
    • 10.1.1. By Value
  • 10.2. Market Share & Forecast
    • 10.2.1. By Component
    • 10.2.2. By Deployment
    • 10.2.3. By Organization Size
    • 10.2.4. By End-User
    • 10.2.5. By Country
  • 10.3. South America: Country Analysis
    • 10.3.1. Brazil Cloud based Contact Center Market Outlook
      • 10.3.1.1. Market Size & Forecast
        • 10.3.1.1.1. By Value
      • 10.3.1.2. Market Share & Forecast
        • 10.3.1.2.1. By Component
        • 10.3.1.2.2. By Deployment
        • 10.3.1.2.3. By Organization Size
        • 10.3.1.2.4. By End-User
    • 10.3.2. Argentina Cloud based Contact Center Market Outlook
      • 10.3.2.1. Market Size & Forecast
        • 10.3.2.1.1. By Value
      • 10.3.2.2. Market Share & Forecast
        • 10.3.2.2.1. By Component
        • 10.3.2.2.2. By Deployment
        • 10.3.2.2.3. By Organization Size
        • 10.3.2.2.4. By End-User
    • 10.3.3. Colombia Cloud based Contact Center Market Outlook
      • 10.3.3.1. Market Size & Forecast
        • 10.3.3.1.1. By Value
      • 10.3.3.2. Market Share & Forecast
        • 10.3.3.2.1. By Component
        • 10.3.3.2.2. By Deployment
        • 10.3.3.2.3. By Organization Size
        • 10.3.3.2.4. By End-User
    • 10.3.4. Peru Cloud based Contact Center Market Outlook
      • 10.3.4.1. Market Size & Forecast
        • 10.3.4.1.1. By Value
      • 10.3.4.2. Market Share & Forecast
        • 10.3.4.2.1. By Component
        • 10.3.4.2.2. By Deployment
        • 10.3.4.2.3. By Organization Size
        • 10.3.4.2.4. By End-User
    • 10.3.5. Chile Cloud based Contact Center Market Outlook
      • 10.3.5.1. Market Size & Forecast
        • 10.3.5.1.1. By Value
      • 10.3.5.2. Market Share & Forecast
        • 10.3.5.2.1. By Component
        • 10.3.5.2.2. By Deployment
        • 10.3.5.2.3. By Organization Size
        • 10.3.5.2.4. By End-User

11. Middle East & Africa Cloud based Contact Center Market Outlook

  • 11.1. Market Size & Forecast
    • 11.1.1. By Value
  • 11.2. Market Share & Forecast
    • 11.2.1. By Component
    • 11.2.2. By Deployment
    • 11.2.3. By Organization Size
    • 11.2.4. By End-User
    • 11.2.5. By Country
  • 11.3. Middle East & Africa: Country Analysis
    • 11.3.1. Saudi Arabia Cloud based Contact Center Market Outlook
      • 11.3.1.1. Market Size & Forecast
        • 11.3.1.1.1. By Value
      • 11.3.1.2. Market Share & Forecast
        • 11.3.1.2.1. By Component
        • 11.3.1.2.2. By Deployment
        • 11.3.1.2.3. By Organization Size
        • 11.3.1.2.4. By End-User
    • 11.3.2. South Africa Cloud based Contact Center Market Outlook
      • 11.3.2.1. Market Size & Forecast
        • 11.3.2.1.1. By Value
      • 11.3.2.2. Market Share & Forecast
        • 11.3.2.2.1. By Component
        • 11.3.2.2.2. By Deployment
        • 11.3.2.2.3. By Organization Size
        • 11.3.2.2.4. By End-User
    • 11.3.3. UAE Cloud based Contact Center Market Outlook
      • 11.3.3.1. Market Size & Forecast
        • 11.3.3.1.1. By Value
      • 11.3.3.2. Market Share & Forecast
        • 11.3.3.2.1. By Component
        • 11.3.3.2.2. By Deployment
        • 11.3.3.2.3. By Organization Size
        • 11.3.3.2.4. By End-User
    • 11.3.4. Israel Cloud based Contact Center Market Outlook
      • 11.3.4.1. Market Size & Forecast
        • 11.3.4.1.1. By Value
      • 11.3.4.2. Market Share & Forecast
        • 11.3.4.2.1. By Component
        • 11.3.4.2.2. By Deployment
        • 11.3.4.2.3. By Organization Size
        • 11.3.4.2.4. By End-User
    • 11.3.5. Egypt Cloud based Contact Center Market Outlook
      • 11.3.5.1. Market Size & Forecast
        • 11.3.5.1.1. By Value
      • 11.3.5.2. Market Share & Forecast
        • 11.3.5.2.1. By Component
        • 11.3.5.2.2. By Deployment
        • 11.3.5.2.3. By Organization Size
        • 11.3.5.2.4. By End-User

12. Market Dynamics

  • 12.1. Drivers
    • 12.1.1. Adoption of remote contact center
    • 12.1.2. Multi-channel communication technology
    • 12.1.3. Growing Consumption of Cloud, social media, and analytics technology.
  • 12.2. Challenges
    • 12.2.1. High installation cost
    • 12.2.2. Cloud-based contact centers are strongly structured.

13. Market Trends & Developments

  • 13.1. Adoption of ML and A.I. in contact centers
  • 13.2. Attention towards CCaaS (Contact center as a service)
  • 13.3. Advancement of collaboration options like team chat and video conferencing.
  • 13.4. CCaaS solutions help to lower upfront investment and reduce I.T. staffing.
  • 13.5. Customized, dynamic, and natural Services

14. Company Profiles

  • 14.1. Aspect Software, Inc
    • 14.1.1. Business Overview
    • 14.1.2. Key Revenue and Financials (If available)
    • 14.1.3. Recent Developments
    • 14.1.4. Key Personnel
    • 14.1.5. Key Product/Services
  • 14.2. BT GROUP PLC
    • 14.2.1. Business Overview
    • 14.2.2. Key Revenue and Financials (If available)
    • 14.2.3. Recent Developments
    • 14.2.4. Key Personnel
    • 14.2.5. Key Product/Services
  • 14.3. Cisco Systems, Inc
    • 14.3.1. Business Overview
    • 14.3.2. Key Revenue and Financials (If available)
    • 14.3.3. Recent Developments
    • 14.3.4. Key Personnel
    • 14.3.5. Key Product/Services
  • 14.4. Connect First, Inc
    • 14.4.1. Business Overview
    • 14.4.2. Key Revenue and Financials (If available)
    • 14.4.3. Recent Developments
    • 14.4.4. Key Personnel
    • 14.4.5. Key Product/Services
  • 14.5. Evolve IP LLC
    • 14.5.1. Business Overview
    • 14.5.2. Key Revenue and Financials (If available)
    • 14.5.3. Recent Developments
    • 14.5.4. Key Personnel
    • 14.5.5. Key Product/Services
  • 14.6. Five9, Inc
    • 14.6.1. Business Overview
    • 14.6.2. Key Revenue and Financials (If available)
    • 14.6.3. Recent Developments
    • 14.6.4. Key Personnel
    • 14.6.5. Key Product/Services
  • 14.7. Genesys
    • 14.7.1. Business Overview
    • 14.7.2. Key Revenue and Financials (If available)
    • 14.7.3. Recent Developments
    • 14.7.4. Key Personnel
    • 14.7.5. Key Product/Services
  • 14.8. Liveops, Inc
    • 14.8.1. Business Overview
    • 14.8.2. Key Revenue and Financials (If available)
    • 14.8.3. Recent Developments
    • 14.8.4. Key Personnel
    • 14.8.5. Key Product/Services
  • 14.9. Mitel Networks Corporation
    • 14.9.1. Business Overview
    • 14.9.2. Key Revenue and Financials (If available)
    • 14.9.3. Recent Developments
    • 14.9.4. Key Personnel
    • 14.9.5. Key Product/Services
  • 14.10. NewVoiceMedia Limited
    • 14.10.1. Business Overview
    • 14.10.2. Key Revenue and Financials (If available)
    • 14.10.3. Recent Developments
    • 14.10.4. Key Personnel
    • 14.10.5. Key Product/Services

15. Strategic Recommendation

  • 15.1. Growing Consumption of cloud-based services
  • 15.2. Key Focus on multi-connection devices, managing client connection.

16. About Us & Disclaimer