The capacity of cloud-based contact centers to offer strong security measures to safeguard sensitive client data is one of its main advantages. Cloud providers make significant investments in security features like intrusion detection systems, firewalls, and encryption because they can be more successful than security measures put in place by individual businesses. Companies who are worried about the security of their client data may feel more at ease as a result.
In addition, cloud-based contact centers are usually faster and easier to set up than conventional on-premises options. This is due to the fact that they are simple to integrate with current systems and don’t require a large upfront investment in hardware or software. Furthermore, cloud providers usually give an array of setup and support services to facilitate businesses’ rapid uptime.
And lastly, compared to conventional on-premises systems, cloud-based contact centers may be less expensive. This is due to the fact that they can offer a predictable monthly or annual cost structure and remove the need for businesses to invest in pricey gear and software. Furthermore, cloud providers can use economies of scale to offer services at a cheaper price than what individual businesses could charge for the same services.
Generally, the greater security, simplicity of use, and affordability that cloud-based contact centers provide, together with the integration of chatbots with AI, are major factors driving market expansion and are expected to remain so in the future.
Research Methodology:
After secondary research provided a fundamental understanding of the worldwide Cloud-Based Contact Center Market scenario, extensive primary research was carried out. A number of primary interviews were carried out with industry experts from the supply and demand sides, including C- and D-level executives, product managers, and marketing and sales managers of major manufacturers, distributors, and channel partners from tier 1 and tier 2 companies offering Cloud-Based Contact Center Market , as well as personnel from academia, research, and CROs. These interviews were conducted across five major regions: North America, Europe, Asia Pacific, and the Rest of the World (Latin America & the Middle East & Africa). Participants from the supply-side and demand-side participated in about 70% and 30% of the primary interviews, respectively. Through the use of questionnaires, emails, online surveys, in-person interviews, and phone interviews, this main data was gathered. The primary participants share is given below:
The segmentation coverage of the study is provided below.
Cloud-Based Contact Center Market based on Solution:
- Automatic Call Distribution
- Agent Performance Optimization
Cloud-Based Contact Center Market based on Vertical:
- BFSI
- IT & Telecom
- Media and Entertainment
- Retail
- Consumer
- Logistics and Transport
- Healthcare
- Others
Cloud-Based Contact Center Market based on Application:
- Workforce Optimization
- Data Integration & Recording
Cloud-Based Contact Center Market based on Geography:
- North America
- Europe
- Germany
- UK
- France
- Italy
- Spain
- Rest of Europe (RoE)
- Asia Pacific (APAC)
- China
- Japan
- India
- Australia
- South Korea
- Rest of Asia Pacific (RoAPAC)
- Latin America (LATAM)
- Brazil
- Argentina
- Rest of South America
- Middle East and Africa (MEA)
- UAE
- Turkey
- Saudi Arabia
- South Africa
- Rest of Middle East & Africa
Retail, Consumer, BFSI, IT & Telecom, Media and Entertainment, Cloud-Based Contact Center, Logistics and Transport, Healthcare, and Others are the market segments based on vertical type. Within the cloud-based contact center sector, BFSI generates the most revenue. According to forecasts, the cloud-based contact center market for BFSI will increase at a compound annual growth rate (CAGR) of 26.0% through 2022, when it was valued at USD 6.3 billion. Cloud-based contact centers will probably continue to be in high demand as long as businesses in the BFSI industry can meet regulatory requirements, enhance customer service, and increase operational flexibility and scalability.
The requirement for banks, financial institutions, and insurance businesses to offer dependable and effective client service is one of the primary drivers behind its adoption. These businesses may accomplish this with the use of cloud-based contact centers, which offer a variety of features and functionalities that let them manage high customer traffic, offer individualized support, and enhance the customer experience in general.
Furthermore, there are strict regulations governing the BFSI industry. Cloud-based contact centers can assist businesses in meeting these regulations. A crucial necessity for the BFSI industry, cloud providers can provide advanced security features including intrusion detection systems, firewalls, and encryption to safeguard sensitive client data.
The BFSI sector’s need for flexible and scalable cloud-based contact centers is another significant element driving demand for these services. The ability to quickly scale up or down cloud-based contact centers in response to demand is crucial for businesses that see seasonal variations in the volume of calls they get. Furthermore, cloud-based contact centers are accessible from any location with an internet connection, which is crucial for businesses with remote employees or various locations.
Throughout the projection period, the healthcare industry is anticipated to increase at the fastest rate. The ability to quickly scale up or down cloud-based contact centers in response to demand is crucial for healthcare providers who see seasonal variations in patient volume. Furthermore, cloud-based contact centers may be accessible from any location with an internet connection, which is crucial for remote employees or healthcare providers with several locations. With a host of features and capabilities that let them handle patient inquiries, offer individualized treatment, and enhance the patient experience overall, cloud-based contact centers can assist healthcare providers in delivering high-quality patient care and support.
Workforce optimization and data integration & recording are included in the market segmentation of cloud-based contact centers based on application type. With a share of more than 60% in 2023, data integration and recording will be the leading market revenue generation point for the cloud-based contact center business. In order to improve the overall customer experience and influence business choices, cloud-based contact centers offer a variety of tools and capabilities that allow businesses to record client encounters and integrate data from several sources.
The ability of cloud-based contact centers to interface with other cloud-based applications, like business intelligence tools, marketing automation platforms, and customer relationship management (CRM) systems, is one of its main advantages. Through this connection, businesses may obtain customer insights and data from various sources, utilizing that information to enhance customer satisfaction and offer individualized service.
Furthermore, enhanced recording features like call, screen, and chat recording are frequently offered by cloud-based contact centers, allowing businesses to record and examine client interactions. Trends, client sentiment, and company decision-making can all be aided by this data. In order to comply with laws like the CCPA and GDPR, cloud-based contact centers also offer the capacity to safely and centrally store and manage client data. To safeguard sensitive client data, cloud providers can provide access controls and encryption, among other cutting-edge security capabilities.
- This report illustrates the most vital attributes of the Cloud-Based Contact Center Market, which are driving and providing opportunities.
- This research gives an in-depth analysis of the Cloud-Based Contact Center Market growth on the basis of several segments in the market.
- This report presents the predictions of the past and present trends of the Cloud-Based Contact Center Market.
- This study also presents the competitive analysis, such as key strategies and capabilities of major players of the Cloud-Based Contact Center Market.
List of Tables
TABLE 1. CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 2. CLOUD-BASED CONTACT CENTER MARKET VALUE FOR Automatic Call Distribution, BY GEOGRAPHY, 2021-2030 (USD BILLION)
TABLE 3. CLOUD-BASED CONTACT CENTER MARKET VALUE FOR Agent Performance Optimization, BY GEOGRAPHY, 2021-2030 (USD BILLION)
TABLE 4. CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 5. CLOUD-BASED CONTACT CENTER MARKET VALUE FOR BFSI, 2021-2030 (USD BILLION)
TABLE 6. CLOUD-BASED CONTACT CENTER MARKET VALUE FOR IT & TELECOM, BY GEOGRAPHY, 2021-2030 (USD BILLION)
TABLE 7. CLOUD-BASED CONTACT CENTER MARKET VALUE FOR MEDIA AND ENTERTAINMENT, 2021-2030 (USD BILLION)
TABLE 8. CLOUD-BASED CONTACT CENTER MARKET VALUE FOR RETAIL, BY GEOGRAPHY, 2021-2030 (USD BILLION)
TABLE 9. CLOUD-BASED CONTACT CENTER MARKET VALUE FOR CONSUMER, 2021-2030 (USD BILLION)
TABLE 10. CLOUD-BASED CONTACT CENTER MARKET VALUE FOR LOGISTICS AND TRANSPORT, BY GEOGRAPHY, 2021-2030 (USD BILLION)
TABLE 11. CLOUD-BASED CONTACT CENTER MARKET VALUE FOR HEALTHCARE, 2021-2030 (USD BILLION)
TABLE 12. CLOUD-BASED CONTACT CENTER MARKET VALUE FOR OTHERS, BY GEOGRAPHY, 2021-2030 (USD BILLION)
TABLE 13. CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 14. CLOUD-BASED CONTACT CENTER MARKET VALUE FOR WORKFORCE OPTIMIZATION, 2021-2030 (USD BILLION)
TABLE 15. CLOUD-BASED CONTACT CENTER MARKET VALUE FOR DATA INTEGRATION & RECORDING, BY GEOGRAPHY, 2021-2030 (USD BILLION)
TABLE 16. NORTH AMERICA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY COUNTRY, 2021-2030 (USD BILLION)
TABLE 17. NORTH AMERICA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 18. NORTH AMERICA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 19. NORTH AMERICA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 20. U.S CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 21. U.S CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 22. U.S CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 23. CANADA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 24. CANADA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 25. CANADA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 26. MEXICO CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 27. MEXICO CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 28. MEXICO CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 29. EUROPE CLOUD-BASED CONTACT CENTER MARKET VALUE, BY COUNTRY, 2021-2030 (USD BILLION)
TABLE 30. EUROPE CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 31. EUROPE CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 32. EUROPE CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 33. GERMANY CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 34. GERMANY CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 35. GERMANY CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 36. U.K CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 37. U.K CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 38. U.K CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 39. FRANCE CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 40. FRANCE CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 41. FRANCE CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 42. ITALY CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 43. ITALY CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 44. ITALY CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 45. SPAIN CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 46. SPAIN CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 47. SPAIN CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 48. ROE CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 49. ROE CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 50. ROE CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 51. ASIA PACIFIC CLOUD-BASED CONTACT CENTER MARKET VALUE, BY COUNTRY, 2021-2030 (USD BILLION)
TABLE 52. ASIA PACIFIC CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 53. ASIA PACIFIC CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 54. ASIA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 55. CHINA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 56. CHINA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 57. CHINA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 58. INDIA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 59. INDIA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 60. INDIA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 61. JAPAN CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 62. JAPAN CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 63. JAPAN CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 64. REST OF APAC CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 65. REST OF APAC CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 66. REST OF APAC CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 67. LATIN AMERICA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 68. LATIN AMERICA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 69. LATIN AMERICA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 70. BRAZIL CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 71. BRAZIL CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 72. BRAZIL CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 73. ARGENTINA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 74. ARGENTINA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 75. ARGENTINA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 76. MIDDLE EAST AND AFRICA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 77. MIDDLE EAST AND AFRICA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 78. MIDDLE EAST AND AFRICA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 79. SAUDI ARABIA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 80. SAUDI ARABIA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 81. SAUDI ARABIA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 82. UAE CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 83. UAE CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 84. UAE CLOUD-BASED CONTACT CENTER MARKET VALUE, BY APPLICATION, 2021-2030 (USD BILLION)
TABLE 85. REST OF MIDDLE EAST AND AFRICA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY SOLUTION, 2021-2030 (USD BILLION)
TABLE 86. REST OF MIDDLE EAST AND AFRICA CLOUD-BASED CONTACT CENTER MARKET VALUE, BY VERTICAL, 2021-2030 (USD BILLION)
TABLE 87. IBM CORPORATION : FINANCIALS
TABLE 88. IBM CORPORATION : PRODUCTS & SERVICES
TABLE 89. IBM CORPORATION : RECENT DEVELOPMENTS
TABLE 90. ERICSSON INC: FINANCIALS
TABLE 91. ERICSSON INC: PRODUCTS & SERVICES
TABLE 92. ERICSSON INC: RECENT DEVELOPMENTS
TABLE 93. CISCO SYSTEMS INC: FINANCIALS
TABLE 94. CISCO SYSTEMS INC: PRODUCTS & SERVICES
TABLE 95. CISCO SYSTEMS INC: RECENT DEVELOPMENTS
TABLE 96. DIGITALGLOBE INC: FINANCIALS
TABLE 97. DIGITALGLOBE INC: PRODUCTS & SERVICES
TABLE 98. DIGITALGLOBE INC: RECENT DEVELOPMENTS
TABLE 99. CREATIVITY SOFTWARE LTD: FINANCIALS
TABLE 100. CREATIVITY SOFTWARE LTD: PRODUCTS & SERVICES
TABLE 101. CREATIVITY SOFTWARE LTD: RECENT DEVELOPMENTS
TABLE 102. INDOORATLAS LTD: FINANCIALS
TABLE 103. INDOORATLAS LTD: PRODUCTS & SERVICES
TABLE 104. INDOORATLAS LTD: RECENT DEVELOPMENTS
TABLE 105. ESRI TECHNOLOGIES LTD: FINANCIALS
TABLE 106. ESRI TECHNOLOGIES LTD: PRODUCTS & SERVICES
TABLE 107. ESRI TECHNOLOGIES LTD: DEVELOPMENTS
TABLE 108. IBM: FINANCIALS
TABLE 109. IBM: PRODUCTS & SERVICES
TABLE 110. IBM: RECENT DEVELOPMENTS
TABLE 111. GOOGLE LLC: FINANCIALS
TABLE 112. GOOGLE LLC: PRODUCTS & SERVICES
TABLE 113. GOOGLE LLC: RECENT DEVELOPMENTS
TABLE 114. HERE BV: FINANCIALS
TABLE 115. HERE BV: PRODUCTS & SERVICES
TABLE 116. HERE BV: RECENT DEVELOPMENTS
