Cloud-Based Contact Center Market Opportunities 2031
The Cloud-Based Contact Center Market is expected to register a CAGR of 21.8% from 2023 to 2031, with a market size expanding from US$ XX million in 2023 to US$ XX Million by 2031.
The report is segmented by Component (Solution, Service), Deployment Model (Public cloud, Private cloud, Hybrid cloud), Organization Size (Small and Medium-sized Enterprises (SMEs), Large Enterprises), Application (Call routing and queuing, Data integration and recording, Chat quality and monitoring, Real-time Decision-making, Workforce Optimization (WFO)), Vertical (BFSI, Consumer goods and retail, Government and public sector, Healthcare and life sciences, Manufacturing, Media and entertainment, Telecommunication and Information Technology Enabled Services (ITES), Others). The Report Offers the Value in USD for the above analysis and segments.
Purpose of the ReportThe report Cloud-Based Contact Center Market by The Insight Partners aims to describe the present landscape and future growth, top driving factors, challenges, and opportunities. This will provide insights to various business stakeholders, such as:
- Technology Providers/Manufacturers: To understand the evolving market dynamics and know the potential growth opportunities, enabling them to make informed strategic decisions.
- Investors: To conduct a comprehensive trend analysis regarding the market growth rate, market financial projections, and opportunities that exist across the value chain.
- Regulatory bodies: To regulate policies and police activities in the market with the aim of minimizing abuse, preserving investor trust and confidence, and upholding the integrity and stability of the market.
Cloud-Based Contact Center Market Segmentation
Component- Solution
- Service
- Public cloud
- Private cloud
- Hybrid cloud
- Small and Medium-sized Enterprises
Strategic Insights
Cloud-Based Contact Center Market Growth Drivers- Increased Demand for Remote Work Solutions: The COVID-19 pandemic has drastically accelerated the shift towards remote work, prompting businesses to seek flexible solutions that support a distributed workforce. Cloud-based contact centers allow organizations to maintain operational continuity while enabling agents to work from anywhere with internet access. This flexibility not only enhances employee satisfaction but also ensures that customer service remains uninterrupted. As remote work continues to gain traction, the demand for cloud-based contact centers is expected to grow significantly.
- Growing Emphasis on Customer Experience Enhancement: Currently consumers expect seamless and personalized interactions with businesses, regardless of the channel used. Cloud-based contact centers provide advanced features such as omnichannel support, artificial intelligence (AI) integration, and analytics tools that enable organizations to enhance the customer experience. By leveraging these technologies, businesses can offer faster response times, better issue resolution, and tailored communication, resulting in increased customer satisfaction and loyalty. This focus on improving customer experience is a significant driver of market growth.
- Shift Towards Omnichannel Support: Customers today interact with businesses across multiple channels, including phone, email, social media, and live chat. As a result, there is a growing trend towards omnichannel support within cloud-based contact centers. Organizations are implementing solutions that provide a unified view of customer interactions, allowing agents to deliver consistent and personalized service, regardless of the channel used. This trend reflects the evolving expectations of consumers and the need for businesses to adapt their contact center strategies accordingly.
- Focus on Data-Driven Decision Making: The use of data analytics is becoming increasingly important in the cloud-based contact center market. Organizations are leveraging data to gain insights into customer behavior, agent performance, and overall operational efficiency. By analyzing this data, businesses can make informed decisions to optimize their contact center operations, improve training programs, and enhance customer interactions. This trend towards data-driven decision-making is reshaping strategies within the contact center industry and driving the adoption of advanced analytics tools.
- Development of Advanced Security Solutions: With the increasing reliance on cloud-based solutions, the need for robust security measures is paramount. As organizations become more concerned about data breaches and compliance issues, there is an opportunity for cloud-based contact center providers to develop and offer advanced security solutions. Implementing features such as end-to-end encryption, multi-factor authentication, and regular security audits can enhance customer trust and drive adoption of cloud contact center solutions.
- Continuous Evolution of Customer Interaction Channels: The rapid evolution of communication technologies presents opportunities for cloud-based contact centers to expand their service offerings. As new channels emerge, such as messaging apps and social media platforms, contact centers can integrate these into their service model to meet changing customer preferences. By staying ahead of communication trends and offering innovative solutions, providers can capture market share and improve customer engagement in a competitive landscape.
Market Report Scope
Key Selling Points
- Comprehensive Coverage: The report comprehensively covers the analysis of products, services, types, and end users of the Cloud-Based Contact Center Market, providing a holistic landscape.
- Expert Analysis: The report is compiled based on the in-depth understanding of industry experts and analysts.
- Up-to-date Information: The report assures business relevance due to its coverage of recent information and data trends.
- Customization Options: This report can be customized to cater to specific client requirements and suit the business strategies aptly.
The research report on the Cloud-Based Contact Center Market can, therefore, help spearhead the trail of decoding and understanding the industry scenario and growth prospects. Although there can be a few valid concerns, the overall benefits of this report tend to outweigh the disadvantages.
REGIONAL FRAMEWORK
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- Sample PDF showcases the content structure and the nature of the information with qualitative and quantitative analysis.
- Request discounts available for Start-Ups & Universities
Report Coverage
Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends
Segment Covered
This text is related
to segments covered.
Regional Scope
North America, Europe, Asia Pacific, Middle East & Africa, South & Central America
Country Scope
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to country scope.
Frequently Asked Questions
The Cloud-Based Contact Center Market is estimated to witness a CAGR of 21.8% from 2023 to 2031
Need for cost-effective solution and accommodate evolving business needs are the major factors driving the cloud-based contact center market.
Seamless integration with third-party applications are likely to remain a key trend in the market.
Key players in the cloud-based contact center market include NICE, Vonage, Talkdesk, 8x8, Inc.,Genesys,Cisco Systems Inc.,Avaya Inc.,Lifesize, CONTENT GURU,Five9, Inc.
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
1. INTRODUCTION
1.1. SCOPE OF THE STUDY
1.2. THE INSIGHT PARTNERS RESEARCH REPORT GUIDANCE
1.3. MARKET SEGMENTATION
1.3.1 Cloud-Based Contact Center Market - By Component
1.3.2 Cloud-Based Contact Center Market - By Deployment Model
1.3.3 Cloud-Based Contact Center Market - By Organization Size
1.3.4 Cloud-Based Contact Center Market - By Application
1.3.5 Cloud-Based Contact Center Market - By Vertical
1.3.6 Cloud-Based Contact Center Market - By Region
1.3.6.1 By Country
2. KEY TAKEAWAYS
3. RESEARCH METHODOLOGY
4. CLOUD-BASED CONTACT CENTER MARKET LANDSCAPE
4.1. OVERVIEW
4.2. PORTER'S FIVE FORCES ANALYSIS
4.2.1 Bargaining Power of Buyers
4.2.1 Bargaining Power of Suppliers
4.2.1 Threat of Substitute
4.2.1 Threat of New Entrants
4.2.1 Competitive Rivalry
4.3. ECOSYSTEM ANALYSIS
4.4. EXPERT OPINIONS
5. CLOUD-BASED CONTACT CENTER MARKET - KEY MARKET DYNAMICS
5.1. KEY MARKET DRIVERS
5.2. KEY MARKET RESTRAINTS
5.3. KEY MARKET OPPORTUNITIES
5.4. FUTURE TRENDS
5.5. IMPACT ANALYSIS OF DRIVERS AND RESTRAINTS
6. CLOUD-BASED CONTACT CENTER MARKET - GLOBAL MARKET ANALYSIS
6.1. CLOUD-BASED CONTACT CENTER - GLOBAL MARKET OVERVIEW
6.2. CLOUD-BASED CONTACT CENTER - GLOBAL MARKET AND FORECAST TO 2028
6.3. MARKET POSITIONING/MARKET SHARE
7. CLOUD-BASED CONTACT CENTER MARKET - REVENUE AND FORECASTS TO 2028 - COMPONENT
7.1. OVERVIEW
7.2. COMPONENT MARKET FORECASTS AND ANALYSIS
7.3. SOLUTION
7.3.1. Overview
7.3.2. Solution Market Forecast and Analysis
7.3.3. Automatic Call Distribution (ACD) Market
7.3.3.1. Overview
7.3.3.2. Automatic Call Distribution (ACD) Market Forecast and Analysis
7.3.4. Agent Performance Optimization (APO) Market
7.3.4.1. Overview
7.3.4.2. Agent Performance Optimization (APO) Market Forecast and Analysis
7.3.5. Dialers Market
7.3.5.1. Overview
7.3.5.2. Dialers Market Forecast and Analysis
7.3.6. Interactive Voice Response (IVR) Market
7.3.6.1. Overview
7.3.6.2. Interactive Voice Response (IVR) Market Forecast and Analysis
7.3.7. Computer Telephony Integration (CTI) Market
7.3.7.1. Overview
7.3.7.2. Computer Telephony Integration (CTI) Market Forecast and Analysis
7.3.8. Reporting and analytics Market
7.3.8.1. Overview
7.3.8.2. Reporting and analytics Market Forecast and Analysis
7.3.9. Security Market
7.3.9.1. Overview
7.3.9.2. Security Market Forecast and Analysis
7.3.10. Others Market
7.3.10.1. Overview
7.3.10.2. Others Market Forecast and Analysis
7.4. SERVICE
7.4.1. Overview
7.4.2. Service Market Forecast and Analysis
7.4.3. Professional service Market
7.4.3.1. Overview
7.4.3.2. Professional service Market Forecast and Analysis
7.4.4. Managed service Market
7.4.4.1. Overview
7.4.4.2. Managed service Market Forecast and Analysis
8. CLOUD-BASED CONTACT CENTER MARKET - REVENUE AND FORECASTS TO 2028 - DEPLOYMENT MODEL
8.1. OVERVIEW
8.2. DEPLOYMENT MODEL MARKET FORECASTS AND ANALYSIS
8.3. PUBLIC CLOUD
8.3.1. Overview
8.3.2. Public cloud Market Forecast and Analysis
8.4. PRIVATE CLOUD
8.4.1. Overview
8.4.2. Private cloud Market Forecast and Analysis
8.5. HYBRID CLOUD
8.5.1. Overview
8.5.2. Hybrid cloud Market Forecast and Analysis
9. CLOUD-BASED CONTACT CENTER MARKET - REVENUE AND FORECASTS TO 2028 - ORGANIZATION SIZE
9.1. OVERVIEW
9.2. ORGANIZATION SIZE MARKET FORECASTS AND ANALYSIS
9.3. SMALL AND MEDIUM-SIZED ENTERPRISES (SMES)
9.3.1. Overview
9.3.2. Small and Medium-sized Enterprises (SMEs) Market Forecast and Analysis
9.4. LARGE ENTERPRISES
9.4.1. Overview
9.4.2. Large Enterprises Market Forecast and Analysis
10. CLOUD-BASED CONTACT CENTER MARKET - REVENUE AND FORECASTS TO 2028 - APPLICATION
10.1. OVERVIEW
10.2. APPLICATION MARKET FORECASTS AND ANALYSIS
10.3. CALL ROUTING AND QUEUING
10.3.1. Overview
10.3.2. Call routing and queuing Market Forecast and Analysis
10.4. DATA INTEGRATION AND RECORDING
10.4.1. Overview
10.4.2. Data integration and recording Market Forecast and Analysis
10.5. CHAT QUALITY AND MONITORING
10.5.1. Overview
10.5.2. Chat quality and monitoring Market Forecast and Analysis
10.6. REAL-TIME DECISION-MAKING
10.6.1. Overview
10.6.2. Real-time Decision-making Market Forecast and Analysis
10.7. WORKFORCE OPTIMIZATION (WFO)
10.7.1. Overview
10.7.2. Workforce Optimization (WFO) Market Forecast and Analysis
11. CLOUD-BASED CONTACT CENTER MARKET - REVENUE AND FORECASTS TO 2028 - VERTICAL
11.1. OVERVIEW
11.2. VERTICAL MARKET FORECASTS AND ANALYSIS
11.3. BFSI
11.3.1. Overview
11.3.2. BFSI Market Forecast and Analysis
11.4. CONSUMER GOODS AND RETAIL
11.4.1. Overview
11.4.2. Consumer goods and retail Market Forecast and Analysis
11.5. GOVERNMENT AND PUBLIC SECTOR
11.5.1. Overview
11.5.2. Government and public sector Market Forecast and Analysis
11.6. HEALTHCARE AND LIFE SCIENCES
11.6.1. Overview
11.6.2. Healthcare and life sciences Market Forecast and Analysis
11.7. MANUFACTURING
11.7.1. Overview
11.7.2. Manufacturing Market Forecast and Analysis
11.8. MEDIA AND ENTERTAINMENT
11.8.1. Overview
11.8.2. Media and entertainment Market Forecast and Analysis
11.9. TELECOMMUNICATION AND INFORMATION TECHNOLOGY ENABLED SERVICES (ITES)
11.9.1. Overview
11.9.2. Telecommunication and Information Technology Enabled Services (ITES) Market Forecast and Analysis
11.10. OTHERS
11.10.1. Overview
11.10.2. Others Market Forecast and Analysis
12. CLOUD-BASED CONTACT CENTER MARKET REVENUE AND FORECASTS TO 2028 - GEOGRAPHICAL ANALYSIS
12.1. NORTH AMERICA
12.1.1 North America Cloud-Based Contact Center Market Overview
12.1.2 North America Cloud-Based Contact Center Market Forecasts and Analysis
12.1.3 North America Cloud-Based Contact Center Market Forecasts and Analysis - By Component
12.1.4 North America Cloud-Based Contact Center Market Forecasts and Analysis - By Deployment Model
12.1.5 North America Cloud-Based Contact Center Market Forecasts and Analysis - By Organization Size
12.1.6 North America Cloud-Based Contact Center Market Forecasts and Analysis - By Application
12.1.7 North America Cloud-Based Contact Center Market Forecasts and Analysis - By Vertical
12.1.8 North America Cloud-Based Contact Center Market Forecasts and Analysis - By Countries
12.1.8.1 United States Cloud-Based Contact Center Market
12.1.8.1.1 United States Cloud-Based Contact Center Market by Component
12.1.8.1.2 United States Cloud-Based Contact Center Market by Deployment Model
12.1.8.1.3 United States Cloud-Based Contact Center Market by Organization Size
12.1.8.1.4 United States Cloud-Based Contact Center Market by Application
12.1.8.1.5 United States Cloud-Based Contact Center Market by Vertical
12.1.8.2 Canada Cloud-Based Contact Center Market
12.1.8.2.1 Canada Cloud-Based Contact Center Market by Component
12.1.8.2.2 Canada Cloud-Based Contact Center Market by Deployment Model
12.1.8.2.3 Canada Cloud-Based Contact Center Market by Organization Size
12.1.8.2.4 Canada Cloud-Based Contact Center Market by Application
12.1.8.2.5 Canada Cloud-Based Contact Center Market by Vertical
12.1.8.3 Mexico Cloud-Based Contact Center Market
12.1.8.3.1 Mexico Cloud-Based Contact Center Market by Component
12.1.8.3.2 Mexico Cloud-Based Contact Center Market by Deployment Model
12.1.8.3.3 Mexico Cloud-Based Contact Center Market by Organization Size
12.1.8.3.4 Mexico Cloud-Based Contact Center Market by Application
12.1.8.3.5 Mexico Cloud-Based Contact Center Market by Vertical
12.2. EUROPE
12.2.1 Europe Cloud-Based Contact Center Market Overview
12.2.2 Europe Cloud-Based Contact Center Market Forecasts and Analysis
12.2.3 Europe Cloud-Based Contact Center Market Forecasts and Analysis - By Component
12.2.4 Europe Cloud-Based Contact Center Market Forecasts and Analysis - By Deployment Model
12.2.5 Europe Cloud-Based Contact Center Market Forecasts and Analysis - By Organization Size
12.2.6 Europe Cloud-Based Contact Center Market Forecasts and Analysis - By Application
12.2.7 Europe Cloud-Based Contact Center Market Forecasts and Analysis - By Vertical
12.2.8 Europe Cloud-Based Contact Center Market Forecasts and Analysis - By Countries
12.2.8.1 Germany Cloud-Based Contact Center Market
12.2.8.1.1 Germany Cloud-Based Contact Center Market by Component
12.2.8.1.2 Germany Cloud-Based Contact Center Market by Deployment Model
12.2.8.1.3 Germany Cloud-Based Contact Center Market by Organization Size
12.2.8.1.4 Germany Cloud-Based Contact Center Market by Application
12.2.8.1.5 Germany Cloud-Based Contact Center Market by Vertical
12.2.8.2 France Cloud-Based Contact Center Market
12.2.8.2.1 France Cloud-Based Contact Center Market by Component
12.2.8.2.2 France Cloud-Based Contact Center Market by Deployment Model
12.2.8.2.3 France Cloud-Based Contact Center Market by Organization Size
12.2.8.2.4 France Cloud-Based Contact Center Market by Application
12.2.8.2.5 France Cloud-Based Contact Center Market by Vertical
12.2.8.3 Italy Cloud-Based Contact Center Market
12.2.8.3.1 Italy Cloud-Based Contact Center Market by Component
12.2.8.3.2 Italy Cloud-Based Contact Center Market by Deployment Model
12.2.8.3.3 Italy Cloud-Based Contact Center Market by Organization Size
12.2.8.3.4 Italy Cloud-Based Contact Center Market by Application
12.2.8.3.5 Italy Cloud-Based Contact Center Market by Vertical
12.2.8.4 United Kingdom Cloud-Based Contact Center Market
12.2.8.4.1 United Kingdom Cloud-Based Contact Center Market by Component
12.2.8.4.2 United Kingdom Cloud-Based Contact Center Market by Deployment Model
12.2.8.4.3 United Kingdom Cloud-Based Contact Center Market by Organization Size
12.2.8.4.4 United Kingdom Cloud-Based Contact Center Market by Application
12.2.8.4.5 United Kingdom Cloud-Based Contact Center Market by Vertical
12.2.8.5 Russia Cloud-Based Contact Center Market
12.2.8.5.1 Russia Cloud-Based Contact Center Market by Component
12.2.8.5.2 Russia Cloud-Based Contact Center Market by Deployment Model
12.2.8.5.3 Russia Cloud-Based Contact Center Market by Organization Size
12.2.8.5.4 Russia Cloud-Based Contact Center Market by Application
12.2.8.5.5 Russia Cloud-Based Contact Center Market by Vertical
12.2.8.6 Rest of Europe Cloud-Based Contact Center Market
12.2.8.6.1 Rest of Europe Cloud-Based Contact Center Market by Component
12.2.8.6.2 Rest of Europe Cloud-Based Contact Center Market by Deployment Model
12.2.8.6.3 Rest of Europe Cloud-Based Contact Center Market by Organization Size
12.2.8.6.4 Rest of Europe Cloud-Based Contact Center Market by Application
12.2.8.6.5 Rest of Europe Cloud-Based Contact Center Market by Vertical
12.3. ASIA-PACIFIC
12.3.1 Asia-Pacific Cloud-Based Contact Center Market Overview
12.3.2 Asia-Pacific Cloud-Based Contact Center Market Forecasts and Analysis
12.3.3 Asia-Pacific Cloud-Based Contact Center Market Forecasts and Analysis - By Component
12.3.4 Asia-Pacific Cloud-Based Contact Center Market Forecasts and Analysis - By Deployment Model
12.3.5 Asia-Pacific Cloud-Based Contact Center Market Forecasts and Analysis - By Organization Size
12.3.6 Asia-Pacific Cloud-Based Contact Center Market Forecasts and Analysis - By Application
12.3.7 Asia-Pacific Cloud-Based Contact Center Market Forecasts and Analysis - By Vertical
12.3.8 Asia-Pacific Cloud-Based Contact Center Market Forecasts and Analysis - By Countries
12.3.8.1 Australia Cloud-Based Contact Center Market
12.3.8.1.1 Australia Cloud-Based Contact Center Market by Component
12.3.8.1.2 Australia Cloud-Based Contact Center Market by Deployment Model
12.3.8.1.3 Australia Cloud-Based Contact Center Market by Organization Size
12.3.8.1.4 Australia Cloud-Based Contact Center Market by Application
12.3.8.1.5 Australia Cloud-Based Contact Center Market by Vertical
12.3.8.2 China Cloud-Based Contact Center Market
12.3.8.2.1 China Cloud-Based Contact Center Market by Component
12.3.8.2.2 China Cloud-Based Contact Center Market by Deployment Model
12.3.8.2.3 China Cloud-Based Contact Center Market by Organization Size
12.3.8.2.4 China Cloud-Based Contact Center Market by Application
12.3.8.2.5 China Cloud-Based Contact Center Market by Vertical
12.3.8.3 India Cloud-Based Contact Center Market
12.3.8.3.1 India Cloud-Based Contact Center Market by Component
12.3.8.3.2 India Cloud-Based Contact Center Market by Deployment Model
12.3.8.3.3 India Cloud-Based Contact Center Market by Organization Size
12.3.8.3.4 India Cloud-Based Contact Center Market by Application
12.3.8.3.5 India Cloud-Based Contact Center Market by Vertical
12.3.8.4 Japan Cloud-Based Contact Center Market
12.3.8.4.1 Japan Cloud-Based Contact Center Market by Component
12.3.8.4.2 Japan Cloud-Based Contact Center Market by Deployment Model
12.3.8.4.3 Japan Cloud-Based Contact Center Market by Organization Size
12.3.8.4.4 Japan Cloud-Based Contact Center Market by Application
12.3.8.4.5 Japan Cloud-Based Contact Center Market by Vertical
12.3.8.5 South Korea Cloud-Based Contact Center Market
12.3.8.5.1 South Korea Cloud-Based Contact Center Market by Component
12.3.8.5.2 South Korea Cloud-Based Contact Center Market by Deployment Model
12.3.8.5.3 South Korea Cloud-Based Contact Center Market by Organization Size
12.3.8.5.4 South Korea Cloud-Based Contact Center Market by Application
12.3.8.5.5 South Korea Cloud-Based Contact Center Market by Vertical
12.3.8.6 Rest of Asia-Pacific Cloud-Based Contact Center Market
12.3.8.6.1 Rest of Asia-Pacific Cloud-Based Contact Center Market by Component
12.3.8.6.2 Rest of Asia-Pacific Cloud-Based Contact Center Market by Deployment Model
12.3.8.6.3 Rest of Asia-Pacific Cloud-Based Contact Center Market by Organization Size
12.3.8.6.4 Rest of Asia-Pacific Cloud-Based Contact Center Market by Application
12.3.8.6.5 Rest of Asia-Pacific Cloud-Based Contact Center Market by Vertical
12.4. MIDDLE EAST AND AFRICA
12.4.1 Middle East and Africa Cloud-Based Contact Center Market Overview
12.4.2 Middle East and Africa Cloud-Based Contact Center Market Forecasts and Analysis
12.4.3 Middle East and Africa Cloud-Based Contact Center Market Forecasts and Analysis - By Component
12.4.4 Middle East and Africa Cloud-Based Contact Center Market Forecasts and Analysis - By Deployment Model
12.4.5 Middle East and Africa Cloud-Based Contact Center Market Forecasts and Analysis - By Organization Size
12.4.6 Middle East and Africa Cloud-Based Contact Center Market Forecasts and Analysis - By Application
12.4.7 Middle East and Africa Cloud-Based Contact Center Market Forecasts and Analysis - By Vertical
12.4.8 Middle East and Africa Cloud-Based Contact Center Market Forecasts and Analysis - By Countries
12.4.8.1 South Africa Cloud-Based Contact Center Market
12.4.8.1.1 South Africa Cloud-Based Contact Center Market by Component
12.4.8.1.2 South Africa Cloud-Based Contact Center Market by Deployment Model
12.4.8.1.3 South Africa Cloud-Based Contact Center Market by Organization Size
12.4.8.1.4 South Africa Cloud-Based Contact Center Market by Application
12.4.8.1.5 South Africa Cloud-Based Contact Center Market by Vertical
12.4.8.2 Saudi Arabia Cloud-Based Contact Center Market
12.4.8.2.1 Saudi Arabia Cloud-Based Contact Center Market by Component
12.4.8.2.2 Saudi Arabia Cloud-Based Contact Center Market by Deployment Model
12.4.8.2.3 Saudi Arabia Cloud-Based Contact Center Market by Organization Size
12.4.8.2.4 Saudi Arabia Cloud-Based Contact Center Market by Application
12.4.8.2.5 Saudi Arabia Cloud-Based Contact Center Market by Vertical
12.4.8.3 U.A.E Cloud-Based Contact Center Market
12.4.8.3.1 U.A.E Cloud-Based Contact Center Market by Component
12.4.8.3.2 U.A.E Cloud-Based Contact Center Market by Deployment Model
12.4.8.3.3 U.A.E Cloud-Based Contact Center Market by Organization Size
12.4.8.3.4 U.A.E Cloud-Based Contact Center Market by Application
12.4.8.3.5 U.A.E Cloud-Based Contact Center Market by Vertical
12.4.8.4 Rest of Middle East and Africa Cloud-Based Contact Center Market
12.4.8.4.1 Rest of Middle East and Africa Cloud-Based Contact Center Market by Component
12.4.8.4.2 Rest of Middle East and Africa Cloud-Based Contact Center Market by Deployment Model
12.4.8.4.3 Rest of Middle East and Africa Cloud-Based Contact Center Market by Organization Size
12.4.8.4.4 Rest of Middle East and Africa Cloud-Based Contact Center Market by Application
12.4.8.4.5 Rest of Middle East and Africa Cloud-Based Contact Center Market by Vertical
12.5. SOUTH AND CENTRAL AMERICA
12.5.1 South and Central America Cloud-Based Contact Center Market Overview
12.5.2 South and Central America Cloud-Based Contact Center Market Forecasts and Analysis
12.5.3 South and Central America Cloud-Based Contact Center Market Forecasts and Analysis - By Component
12.5.4 South and Central America Cloud-Based Contact Center Market Forecasts and Analysis - By Deployment Model
12.5.5 South and Central America Cloud-Based Contact Center Market Forecasts and Analysis - By Organization Size
12.5.6 South and Central America Cloud-Based Contact Center Market Forecasts and Analysis - By Application
12.5.7 South and Central America Cloud-Based Contact Center Market Forecasts and Analysis - By Vertical
12.5.8 South and Central America Cloud-Based Contact Center Market Forecasts and Analysis - By Countries
12.5.8.1 Brazil Cloud-Based Contact Center Market
12.5.8.1.1 Brazil Cloud-Based Contact Center Market by Component
12.5.8.1.2 Brazil Cloud-Based Contact Center Market by Deployment Model
12.5.8.1.3 Brazil Cloud-Based Contact Center Market by Organization Size
12.5.8.1.4 Brazil Cloud-Based Contact Center Market by Application
12.5.8.1.5 Brazil Cloud-Based Contact Center Market by Vertical
12.5.8.2 Argentina Cloud-Based Contact Center Market
12.5.8.2.1 Argentina Cloud-Based Contact Center Market by Component
12.5.8.2.2 Argentina Cloud-Based Contact Center Market by Deployment Model
12.5.8.2.3 Argentina Cloud-Based Contact Center Market by Organization Size
12.5.8.2.4 Argentina Cloud-Based Contact Center Market by Application
12.5.8.2.5 Argentina Cloud-Based Contact Center Market by Vertical
12.5.8.3 Rest of South and Central America Cloud-Based Contact Center Market
12.5.8.3.1 Rest of South and Central America Cloud-Based Contact Center Market by Component
12.5.8.3.2 Rest of South and Central America Cloud-Based Contact Center Market by Deployment Model
12.5.8.3.3 Rest of South and Central America Cloud-Based Contact Center Market by Organization Size
12.5.8.3.4 Rest of South and Central America Cloud-Based Contact Center Market by Application
12.5.8.3.5 Rest of South and Central America Cloud-Based Contact Center Market by Vertical
13. INDUSTRY LANDSCAPE
13.1. MERGERS AND ACQUISITIONS
13.2. AGREEMENTS, COLLABORATIONS AND JOIN VENTURES
13.3. NEW PRODUCT LAUNCHES
13.4. EXPANSIONS AND OTHER STRATEGIC DEVELOPMENTS
14. CLOUD-BASED CONTACT CENTER MARKET, KEY COMPANY PROFILES
14.1. 3CLOGIC
14.1.1. Key Facts
14.1.2. Business Description
14.1.3. Products and Services
14.1.4. Financial Overview
14.1.5. SWOT Analysis
14.1.6. Key Developments
14.2. 8X8, INC.
14.2.1. Key Facts
14.2.2. Business Description
14.2.3. Products and Services
14.2.4. Financial Overview
14.2.5. SWOT Analysis
14.2.6. Key Developments
14.3. ASPECT SOFTWARE, INC.
14.3.1. Key Facts
14.3.2. Business Description
14.3.3. Products and Services
14.3.4. Financial Overview
14.3.5. SWOT Analysis
14.3.6. Key Developments
14.4. CISCO SYSTEMS, INC.
14.4.1. Key Facts
14.4.2. Business Description
14.4.3. Products and Services
14.4.4. Financial Overview
14.4.5. SWOT Analysis
14.4.6. Key Developments
14.5. FIVE9, INC.
14.5.1. Key Facts
14.5.2. Business Description
14.5.3. Products and Services
14.5.4. Financial Overview
14.5.5. SWOT Analysis
14.5.6. Key Developments
14.6. GENESYS
14.6.1. Key Facts
14.6.2. Business Description
14.6.3. Products and Services
14.6.4. Financial Overview
14.6.5. SWOT Analysis
14.6.6. Key Developments
14.7. NEWVOICEMEDIA
14.7.1. Key Facts
14.7.2. Business Description
14.7.3. Products and Services
14.7.4. Financial Overview
14.7.5. SWOT Analysis
14.7.6. Key Developments
14.8. NICE LTD.
14.8.1. Key Facts
14.8.2. Business Description
14.8.3. Products and Services
14.8.4. Financial Overview
14.8.5. SWOT Analysis
14.8.6. Key Developments
14.9. ORACLE
14.9.1. Key Facts
14.9.2. Business Description
14.9.3. Products and Services
14.9.4. Financial Overview
14.9.5. SWOT Analysis
14.9.6. Key Developments
14.10. RINGCENTRAL, INC.
14.10.1. Key Facts
14.10.2. Business Description
14.10.3. Products and Services
14.10.4. Financial Overview
14.10.5. SWOT Analysis
14.10.6. Key Developments
15. APPENDIX
15.1. ABOUT THE INSIGHT PARTNERS
15.2. GLOSSARY OF TERMS
1. 3CLogic
2. 8x8, Inc.
3. Aspect Software, Inc.
4. Cisco Systems, Inc.
5. Five9, Inc.
6. Genesys
7.NewVoiceMedia
8. NICE Ltd.
9. Oracle
10. RingCentral, Inc.
The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.
- Data Collection and Secondary Research:
As a market research and consulting firm operating from a decade, we have published many reports and advised several clients 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 organizations 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 the last 3 years are scrutinized and analyzed to understand the current market trends.
- 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/Sales 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:
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.
- 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.
- 3.1 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.
- 3.2 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.
- 3.3 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.
- 3.4 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.
- 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.
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