Mercado de centros de contacto en la nube: mapeo competitivo y perspectivas estratégicas para 2031

  • Report Code : TIPRE00021369
  • Category : Technology, Media and Telecommunications
  • No. of Pages : 150
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INTRODUCCIÓN AL MERCADO Un centro de contacto en la nube, alojado en un servidor de Internet, es el punto focal de toda empresa. Está a cargo de todas las comunicaciones con los consumidores, tanto entrantes como salientes. Se pueden utilizar llamadas, correos electrónicos y redes sociales para conectarse o interactuar. Se cree que el centro de contacto en la nube es una solución rápida, conveniente y adaptable. Con el apoyo de un panel de control personalizable, un centro de contacto basado en la nube también puede realizar un seguimiento de las métricas de administración en tiempo real. Los impulsores clave del mercado de centros de contacto en la nube son la flexibilidad y la conveniencia que ofrece el centro de contacto en la nube, una mayor utilización del centro de contacto en la nube en diferentes verticales de la industria y una mayor adopción de tecnologías SMAC. DINÁMICA DEL MERCADO Los impulsores clave del mercado de centros de contacto en la nube son la flexibilidad y la conveniencia que ofrecen los centros de contacto en la nube, una mayor utilización del centro de contacto en la nube en diferentes verticales de la industria y una mayor adopción de tecnologías SMAC. Además, la reducción de costos, el proceso de mantenimiento simplificado, los beneficios financieros y la simplicidad en la gestión de sitios distribuidos son los factores que se espera que impulsen el crecimiento del mercado. Considerando que se espera que la creciente tasa de ataques cibernéticos y diversos problemas de seguridad y privacidad limiten el crecimiento del mercado durante el período de pronóstico. ÁMBITO DEL MERCADO El "Análisis del mercado global de centros de contacto en la nube hasta 2031" es un estudio especializado y en profundidad del mercado de centros de contacto en la nube con un enfoque especial en el análisis de tendencias del mercado global. El informe tiene como objetivo proporcionar una descripción general del mercado de centros de contacto en la nube con una segmentación detallada del mercado por componente, modelo de implementación, tamaño de la organización y vertical de la industria. Se espera que el mercado mundial de centros de contacto en la nube experimente un alto crecimiento durante el período de pronóstico. El informe proporciona estadísticas clave sobre el estado del mercado del actor líder en el mercado de centros de contacto en la nube y ofrece tendencias y oportunidades clave en el mercado de centros de contacto en la nube. SEGMENTACIÓN DEL MERCADO El mercado global de centros de contacto en la nube está segmentado según el componente, el modelo de implementación, el tamaño de la organización y la industria vertical. Según los componentes, el mercado se segmenta en soluciones y servicios. Según el modelo de implementación, el mercado se divide en nube pública y nube privada. Según el tamaño de la organización, el mercado se segmenta en pequeñas y medianas empresas y grandes empresas. Además, según la industria vertical, el mercado se segmenta en BFSI, telecomunicaciones, TI e ITES, comercio minorista y bienes de consumo, medios, entretenimiento y atención médica. El informe proporciona una descripción detallada de la industria que incluye información tanto cualitativa como cuantitativa. Proporciona una descripción general y un pronóstico del mercado global de centros de contacto en la nube en función de varios segmentos. También proporciona el tamaño del mercado y estimaciones de pronóstico del año 2021 al 2031 con respecto a cinco regiones principales, a saber; América del Norte, Europa, Asia-Pacífico (APAC), Medio Oriente y África (MEA) y América del Sur. El mercado de centros de contacto en la nube de cada región se subsegmenta posteriormente en los respectivos países y segmentos. El informe cubre el análisis y el pronóstico de 18 países a nivel mundial junto con las tendencias actuales y las oportunidades que prevalecen en la región. El informe analiza los factores que afectan el mercado de centros de contacto en la nube tanto desde el lado de la demanda como de la oferta y evalúa en mayor profundidad la dinámica del mercado que afecta al mercado durante el período de pronóstico, es decir, los impulsores, las restricciones, las oportunidades y las tendencias futuras. El informe también proporciona un análisis PEST exhaustivo para las cinco regiones, a saber; Norteamérica, Europa, APAC, MEA y Sudamérica después de evaluar los factores políticos, económicos, sociales y tecnológicos que afectan el mercado de centros de contacto en la nube en estas regiones. JUGADORES DEL MERCADO Los informes cubren desarrollos clave en las estrategias de crecimiento orgánico e inorgánico del mercado de centros de contacto en la nube. Varias empresas se están centrando en estrategias de crecimiento orgánico como lanzamientos de productos, aprobaciones de productos y otros como patentes y eventos. Las actividades de estrategias de crecimiento inorgánico observadas en el mercado fueron adquisiciones, asociaciones y colaboraciones. Estas actividades han allanado el camino para la expansión de los negocios y la base de clientes de los actores del mercado. Se prevé que los actores del mercado de centros de contacto en la nube tendrán lucrativas oportunidades de crecimiento en el futuro con la creciente demanda del mercado de centros de contacto en la nube. A continuación se menciona la lista de algunas empresas involucradas en el mercado de centros de contacto en la nube. El informe también incluye los perfiles de empresas clave del mercado de centros de contacto en la nube junto con su análisis FODA y estrategias de mercado. Además, el informe se centra en los principales actores de la industria con información como perfiles de empresas, componentes y servicios ofrecidos, información financiera de los últimos 3 años y desarrollos clave en los últimos cinco años.
    •  Genesys •  AGRADABLE •  Cinco9 •  Vonage •  Escritorio de conversación •  Cisco •  Avaya •  Serenova •  Aspecto Software •  Ameyo
El equipo dedicado de investigación y análisis de Insight Partner está formado por profesionales experimentados con conocimientos estadísticos avanzados y ofrece varias opciones de personalización en el estudio existente.
  • Historical Analysis (2 Years), Base Year, Forecast (7 Years) with CAGR
  • PEST and SWOT Analysis
  • Market Size Value / Volume - Global, Regional, Country
  • Industry and Competitive Landscape
  • Excel Dataset
Report Coverage
Report Coverage

Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends

Segment Covered
Segment Covered

This text is related
to segments covered.

Regional Scope
Regional Scope

North America, Europe, Asia Pacific, Middle East & Africa, South & Central America

Country Scope
Country Scope

This text is related
to country scope.

Frequently Asked Questions


What is the expected CAGR of the cloud contact center market

The Cloud Contact Center Market is estimated to witness a CAGR of 24.3% from 2023 to 2031

What are the driving factors impacting the global cloud contact center market?

Remote work and flexibility and customer experience focus are the major factors driving the cloud contact center market

What are the future trends of the cloud contact center market?

Integration of AI and automatio to play a significant role in the global cloud contact center market in the coming years

What are the deliverable formats of the market report?

The report can be delivered in PDF/PPT format; we can also share excel dataset based on the request

What are the options available for the customization of this report?

Some of the customization options available based on the request are an additional 3-5 company profiles and country-specific analysis of 3-5 countries of your choice. Customizations are to be requested/discussed before making final order confirmation# as our team would review the same and check the feasibility

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The List of Companies

1. Genesys
2. NICE
3. Five9
4. Vonage
5. Talkdesk
6. Cisco
7. Avaya
8. Serenova
9. Aspect Software
10. Ameyo

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The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.

  1. Data Collection and Secondary Research:

As a market research and consulting firm operating from a decade, we have published and advised several client across the globe. First step for any study will start with an assessment of currently available data and insights from existing reports. Further, historical and current market information is collected from Investor Presentations, Annual Reports, SEC Filings, etc., and other information related to company’s performance and market positioning are gathered from Paid Databases (Factiva, Hoovers, and Reuters) and various other publications available in public domain.

Several associations trade associates, technical forums, institutes, societies and organization are accessed to gain technical as well as market related insights through their publications such as research papers, blogs and press releases related to the studies are referred to get cues about the market. Further, white papers, journals, magazines, and other news articles published in last 3 years are scrutinized and analyzed to understand the current market trends.

  1. Primary Research:

The primarily interview analysis comprise of data obtained from industry participants interview and answers to survey questions gathered by in-house primary team.

For primary research, interviews are conducted with industry experts/CEOs/Marketing Managers/VPs/Subject Matter Experts from both demand and supply side to get a 360-degree view of the market. The primary team conducts several interviews based on the complexity of the markets to understand the various market trends and dynamics which makes research more credible and precise.

A typical research interview fulfils the following functions:

  • Provides first-hand information on the market size, market trends, growth trends, competitive landscape, and outlook
  • Validates and strengthens in-house secondary research findings
  • Develops the analysis team’s expertise and market understanding

Primary research involves email interactions and telephone interviews for each market, category, segment, and sub-segment across geographies. The participants who typically take part in such a process include, but are not limited to:

  • Industry participants: VPs, business development managers, market intelligence managers and national sales managers
  • Outside experts: Valuation experts, research analysts and key opinion leaders specializing in the electronics and semiconductor industry.

Below is the breakup of our primary respondents by company, designation, and region:

Research Methodology

Once we receive the confirmation from primary research sources or primary respondents, we finalize the base year market estimation and forecast the data as per the macroeconomic and microeconomic factors assessed during data collection.

  1. Data Analysis:

Once data is validated through both secondary as well as primary respondents, we finalize the market estimations by hypothesis formulation and factor analysis at regional and country level.

  • Macro-Economic Factor Analysis:

We analyse macroeconomic indicators such the gross domestic product (GDP), increase in the demand for goods and services across industries, technological advancement, regional economic growth, governmental policies, the influence of COVID-19, PEST analysis, and other aspects. This analysis aids in setting benchmarks for various nations/regions and approximating market splits. Additionally, the general trend of the aforementioned components aid in determining the market's development possibilities.

  • Country Level Data:

Various factors that are especially aligned to the country are taken into account to determine the market size for a certain area and country, including the presence of vendors, such as headquarters and offices, the country's GDP, demand patterns, and industry growth. To comprehend the market dynamics for the nation, a number of growth variables, inhibitors, application areas, and current market trends are researched. The aforementioned elements aid in determining the country's overall market's growth potential.

  • Company Profile:

The “Table of Contents” is formulated by listing and analyzing more than 25 - 30 companies operating in the market ecosystem across geographies. However, we profile only 10 companies as a standard practice in our syndicate reports. These 10 companies comprise leading, emerging, and regional players. Nonetheless, our analysis is not restricted to the 10 listed companies, we also analyze other companies present in the market to develop a holistic view and understand the prevailing trends. The “Company Profiles” section in the report covers key facts, business description, products & services, financial information, SWOT analysis, and key developments. The financial information presented is extracted from the annual reports and official documents of the publicly listed companies. Upon collecting the information for the sections of respective companies, we verify them via various primary sources and then compile the data in respective company profiles. The company level information helps us in deriving the base number as well as in forecasting the market size.

  • Developing Base Number:

Aggregation of sales statistics (2020-2022) and macro-economic factor, and other secondary and primary research insights are utilized to arrive at base number and related market shares for 2022. The data gaps are identified in this step and relevant market data is analyzed, collected from paid primary interviews or databases. On finalizing the base year market size, forecasts are developed on the basis of macro-economic, industry and market growth factors and company level analysis.

  1. Data Triangulation and Final Review:

The market findings and base year market size calculations are validated from supply as well as demand side. Demand side validations are based on macro-economic factor analysis and benchmarks for respective regions and countries. In case of supply side validations, revenues of major companies are estimated (in case not available) based on industry benchmark, approximate number of employees, product portfolio, and primary interviews revenues are gathered. Further revenue from target product/service segment is assessed to avoid overshooting of market statistics. In case of heavy deviations between supply and demand side values, all thes steps are repeated to achieve synchronization.

We follow an iterative model, wherein we share our research findings with Subject Matter Experts (SME’s) and Key Opinion Leaders (KOLs) until consensus view of the market is not formulated – this model negates any drastic deviation in the opinions of experts. Only validated and universally acceptable research findings are quoted in our reports.

We have important check points that we use to validate our research findings – which we call – data triangulation, where we validate the information, we generate from secondary sources with primary interviews and then we re-validate with our internal data bases and Subject matter experts. This comprehensive model enables us to deliver high quality, reliable data in shortest possible time.