クラウドベースのコンタクトセンター市場:コンポーネント(ソリューションとサービス)、導入形態(パブリッククラウドとプライベートクラウド)、組織規模、産業(BFSI、通信、小売・消費財)、地域別 - 2027年までの世界市場予測Cloud-Based Contact Center Market by Component (Solutions and Services), Deployment Mode (Public and Private Cloud), Organization Size, Industry (BFSI, Telecommunications, and Retail and Consumer Goods) and Region - Global Forecast to 2027 クラウドベースのコンタクトセンターの世界市場規模は、2022年の171億米ドルから2027年には546億米ドルに拡大し、予測期間中の年間平均成長率(CAGR)は26.1%となる見通しです。 クラウドベースのコンタクトセ... もっと見る
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サマリークラウドベースのコンタクトセンターの世界市場規模は、2022年の171億米ドルから2027年には546億米ドルに拡大し、予測期間中の年間平均成長率(CAGR)は26.1%となる見通しです。クラウドベースのコンタクトセンターは、複数の通信チャネル(電話やメッセージングなど)、高度なコールルーティング、エージェント管理、分析を必要とする大企業のコンタクトセンター向けのツール、アプリケーション、クラウドホスティングサービスからなる包括的なスイートである。クラウドベースのコンタクトセンターは、プロバイダーがコールセンター技術を所有し、運用するネットワークベースのサービスです。そのため、サブスクリプションモデルで企業にリモートでサービスを提供します。クラウドベースのコンタクトセンターは、ビジネスの落とし穴にアプローチする革新的な方法を提供しています。 予測期間中、BFSI分野の市場規模が最も大きくなると予想される BFSIの垂直統合には、コアバンキング、リテール、投資、金融サービス(決済ゲートウェイ、株式仲介、投資信託)、保険サービス(生命保険、損害保険契約)などの銀行サービスを手がける組織が含まれます。BFSI分野の企業は、重要な財務データを扱うため、リスクレベルは常に高くなります。BFSIは、取引、銀行や金融サービスにおける顧客の行動、Webサイト、複数のチャネルを通じた顧客の問い合わせ、優先的に扱うべき顧客セグメントに関する深い知識などの顧客データをマイニングする能力をBFSI組織に提供するため、クラウド型コンタクトセンター市場の成長に大きな機会を提供すると予想されます。 地域別では、APAC地域が予測期間中に最も高いCAGRを維持 アジア太平洋地域の市場は、予測期間中に最も高いCAGRで成長すると予想されます。アジア太平洋地域は、さまざまな業界の組織において、いくつかのプロセスにデジタル化のトレンドを採用する傾向が強まっています。この地域の国々は中小企業が多く、オンプレミス型ソリューションの展開に伴う巨額の投資の必要性から、中小企業が高度な通信技術を採用することが制限されています。そのため、この地域では、俊敏で拡張性が高く、「使った分だけ支払う」クラウド・インフラへの需要が高まっています。さらに、この地域の企業は、競争上の差別化と収益拡大を図るために、顧客サービスの向上に引き続き注力しています。急速な経済発展、グローバル化、デジタル化、クラウドベースの技術の採用の増加が、アジア太平洋地域のクラウドベースのコンタクトセンター市場の成長を促進すると予想されます。 プライマリーの内訳 コールセンターAI市場で事業を展開する様々な主要組織の最高経営責任者(CEO)、イノベーション・技術責任者、システムインテグレーター、経営幹部に対して、詳細なインタビューを実施しました。 企業別ではティアI:35%、ティアII:25%、ティアIII:42 役職別Cレベルエグゼクティブ31%、D-Level Executive。34%、その他35% 地域別北米: 42%, アジア太平洋: 22%, ヨーロッパ: 28%, RoW: 8 本レポートでは、クラウド型コンタクトセンター市場を提供する主要ベンダーの調査も行っています。主なベンダーは、NICE(イスラエル)、Genesys(米国)、Five9(米国)、Vonage(米国)、Talkdesk(米国)、8x8(米国)、Cisco(米国)、Avaya(米国)、Serenova(米国)、Content Guru(米国)、Alvaria(米国)、RingCentral(米国)、Enghouse Interactive(米国)、3CLogic(米国)としてカバーしている。Ameyo(インド)、Twilio(米国)、Vocalcom(フランス)、Evolve IP(米国)、Pypestream(米国)、TechSee(米国)、AirCall(米国)、Nubitel(シンガポール)、JustCall(米国)、Sentiment Machines(英国) Dialer360(英国)、Servetel(インド)、NeoDove(インド)、Rulai(米国)。 調査対象範囲 クラウドベースのコンタクトセンター市場の調査には、広範な二次情報源、ディレクトリ、Journal of Intelligent Learning Systems and Applications、International Journal of Advanced Science and Technology、International Research Journal of Engineering and Technology(IRJET)などの複数のジャーナルを使用しました。一次情報源は、主に基幹産業と関連産業の業界専門家、好ましいクラウドベースのコンタクトセンターソリューションプロバイダー、サードパーティサービスプロバイダー、コンサルティングサービスプロバイダー、垂直型企業、その他営利企業である。重要な定性的・定量的情報を入手・検証し、市場の展望を評価するために、主要な業界関係者や主題専門家を含む様々な主要回答者に詳細なインタビューを実施した レポート購入の主なメリット 本レポートは、この市場における市場リーダー/新規参入者に、クラウドベースのコンタクトセンター市場全体とそのサブセグメントにおける収益数の最も近い概算に関する情報を提供するものである。このレポートは、利害関係者が競争環境を理解し、自社のビジネスを位置づけ、適切な市場参入戦略を計画するためのより良い洞察を得るのに役立つでしょう。また、利害関係者が市場の脈動を理解するのに役立ち、主要な市場促進要因、阻害要因、課題、機会に関する情報を提供する。 目次1 INTRODUCTION 281.1 OBJECTIVES OF THE STUDY 28 1.2 MARKET DEFINITION 28 1.2.1 INCLUSIONS AND EXCLUSIONS 29 1.3 MARKET SCOPE 30 1.3.1 MARKET SEGMENTATION 30 1.3.2 REGIONS COVERED 31 1.3.3 YEARS CONSIDERED 31 1.4 CURRENCY CONSIDERED 32 TABLE 1 US DOLLAR EXCHANGE RATE, 2019–2021 32 1.5 STAKEHOLDERS 32 1.6 SUMMARY OF CHANGES 32 2 RESEARCH METHODOLOGY 34 2.1 RESEARCH DATA 34 FIGURE 1 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN 35 2.1.1 SECONDARY DATA 36 2.1.2 PRIMARY DATA 36 TABLE 2 PRIMARY INTERVIEWS 36 2.1.2.1 Breakup of primary profiles 37 2.1.2.2 Key industry insights 37 2.2 MARKET BREAKUP AND DATA TRIANGULATION 38 FIGURE 2 DATA TRIANGULATION 38 2.3 MARKET SIZE ESTIMATION 39 FIGURE 3 CLOUD-BASED CONTACT CENTER MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 39 2.3.1 TOP-DOWN APPROACH 39 2.3.2 BOTTOM-UP APPROACH 40 FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 1) (SUPPLY SIDE): REVENUE OF SOLUTIONS/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET 40 FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 2), BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET 41 FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 3), BOTTOM-UP (DEMAND SIDE): SIZE OF CLOUD-BASED CONTACT CENTER MARKET THROUGH OVERALL CLOUD-BASED CONTACT CENTER SPENDING 42 2.4 MARKET FORECAST 43 TABLE 3 FACTOR ANALYSIS 43 2.5 COMPANY EVALUATION MATRIX METHODOLOGY 44 FIGURE 7 COMPANY EVALUATION MATRIX: CRITERIA WEIGHT 44 2.6 COMPETITIVE EVALUATION MATRIX METHODOLOGY FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS 45 FIGURE 8 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS/SMES: CRITERIA WEIGHT 45 2.7 ASSUMPTIONS FOR THE STUDY 46 2.8 STUDY LIMITATIONS 47 3 EXECUTIVE SUMMARY 48 TABLE 4 GLOBAL CLOUD-BASED CONTACT CENTER MARKET AND GROWTH RATE, 2016–2021 (USD MILLION, Y-O-Y%) 49 TABLE 5 GLOBAL CLOUD-BASED CONTACT CENTER MARKET AND GROWTH RATE, 2022–2027 (USD MILLION, Y-O-Y%) 49 FIGURE 9 SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022 49 FIGURE 10 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SHARE IN 2022 50 FIGURE 11 PUBLIC CLOUD SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022 50 FIGURE 12 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE IN 2022 51 FIGURE 13 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE IN 2022 52 4 PREMIUM INSIGHTS 53 4.1 ATTRACTIVE OPPORTUNITIES IN CLOUD-BASED CONTACT CENTER MARKET 53 FIGURE 14 INCREASING DEMAND FOR MULTICHANNEL CUSTOMER CONTACTS BOOSTING MARKET GROWTH 53 4.2 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL 54 FIGURE 15 BFSI SEGMENT EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE FROM 2022 TO 2027 54 4.3 CLOUD-BASED CONTACT CENTER MARKET, BY REGION 54 FIGURE 16 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027 54 4.4 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION AND VERTICAL 55 FIGURE 17 OMNICHANNEL ROUTING AND BFSI SEGMENTS EXPECTED TO ACCOUNT FOR SIGNIFICANT MARKET SHARES 55 5 MARKET OVERVIEW AND INDUSTRY TRENDS 56 5.1 INTRODUCTION 56 FIGURE 18 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 56 5.1.1 DRIVERS 57 5.1.1.1 Rising adoption of SMAC technologies 57 5.1.1.2 Role of social media in cloud-based contact center operations 57 5.1.1.3 Benefits of SMAC technologies in contact centers 58 5.1.1.4 Increasing adoption of cloud-based contact centers due to COVID-19 58 FIGURE 19 IMPACT OF COVID-19 ON CALL CENTER VOLUME 59 5.1.1.5 Rising number of channels to reach end-customers 59 5.1.1.6 Growing need for personalized and streamlined customer interactions 59 5.1.1.7 Faster deployment, scalability, and flexibility of cloud-based contact centers 60 5.1.1.8 Better business continuity with cloud-based contact centers 60 5.1.2 RESTRAINTS 60 5.1.2.1 Inadequate network bandwidth in emerging economies 60 5.1.2.2 Cyber-attacks impacting business operations 61 5.1.3 OPPORTUNITIES 61 5.1.3.1 Enhanced customer experience to increase cloud-based contact center adoption 61 FIGURE 20 MOST EXCITING BUSINESS OPPORTUNITY 61 5.1.3.2 Need to analyze audio conversations in real-time 62 5.1.3.3 Shifting focus of enterprises on work from home culture 62 5.1.3.4 Implementation of AI, analytics, and NLP capabilities to add value to existing cloud-based contact centers 62 FIGURE 21 ROLE OF ARTIFICIAL INTELLIGENCE IN CONTACT CENTER TRANSFORMATION 62 5.1.4 CHALLENGES 63 5.1.4.1 Privacy and data security aspects 63 5.1.4.2 Organizational, technical, and operational difficulties while moving contact centers in cloud 63 5.1.4.3 Integration of mobility with existing capabilities 63 FIGURE 22 INTEGRATION OF MOBILITY IN EXISTING CAPABILITIES OF CONTACT CENTERS 64 5.2 COVID-19-DRIVEN MARKET DYNAMICS 64 5.2.1 DRIVERS AND OPPORTUNITIES 64 5.2.2 RESTRAINTS AND CHALLENGES 65 5.3 CLOUD-BASED CONTACT CENTER: EVOLUTION 65 FIGURE 23 EVOLUTION OF CLOUD-BASED CONTACT CENTER 66 5.4 CASE STUDY ANALYSIS 66 5.4.1 CASE STUDY 1: BANKING, FINANCIAL SERVICES, AND INSURANCE 66 5.4.2 CASE STUDY 2: RETAIL 67 5.4.3 CASE STUDY 3: HEALTHCARE 67 5.4.4 CASE STUDY 4: TELECOMMUNICATIONS 68 5.4.5 CASE STUDY 5: INFORMATION TECHNOLOGY 68 5.4.6 CASE STUDY 6: GOVERNMENT 68 5.4.7 CASE STUDY 7: MEDIA AND ENTERTAINMENT 69 5.4.8 CASE STUDY 8: ENERGY AND UTILITIES 69 5.4.9 CASE STUDY 9: MANUFACTURING 70 5.5 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS 70 FIGURE 24 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS 71 5.6 MARKET ECOSYSTEM 71 FIGURE 25 CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM 71 5.7 CLOUD-BASED CONTACT CENTER MARKET: COVID-19 IMPACT 72 5.8 TRENDS AND DISRUPTIONS IMPACTING BUYERS 72 FIGURE 26 REVENUE SHIFT FOR CLOUD-BASED CONTACT CENTER MARKET 72 5.9 TECHNOLOGY ANALYSIS 73 5.9.1 ADVANCED ANALYTICS 73 5.9.1.1 Data analytics 73 5.9.1.2 Speech analytics 73 5.9.1.3 Sentiment analytics 73 5.9.2 ARTIFICIAL INTELLIGENCE 74 5.9.2.1 Machine learning 74 5.9.2.2 Natural language processing 74 5.10 PRICING ANALYSIS 74 TABLE 6 CLOUD-BASED CONTACT CENTER MARKET: PRICING MODEL ANALYSIS, 2021 75 5.11 PATENT ANALYSIS 75 FIGURE 27 TOP TEN COMPANIES WITH HIGHEST PATENT APPLICATIONS 75 TABLE 7 TOP TWENTY PATENT OWNERS (US) 76 FIGURE 28 NUMBER OF PATENTS GRANTED IN A YEAR, 2013–2021 77 5.12 PORTER’S FIVE FORCES ANALYSIS 77 FIGURE 29 CLOUD-BASED CONTACT CENTER MARKET: PORTER’S FIVE FORCES ANALYSIS 77 TABLE 8 CLOUD-BASED CONTACT CENTER MARKET: PORTER’S FIVE FORCES ANALYSIS 78 5.12.1 THREAT OF NEW ENTRANTS 78 5.12.2 THREAT OF SUBSTITUTES 78 5.12.3 BARGAINING POWER OF SUPPLIERS 78 5.12.4 BARGAINING POWER OF BUYERS 79 5.12.5 INTENSITY OF COMPETITIVE RIVALRY 79 6 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT 80 6.1 INTRODUCTION 81 FIGURE 30 SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022 81 6.1.1 COMPONENT: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 81 6.1.2 COMPONENT: COVID-19 IMPACT 82 TABLE 9 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 82 TABLE 10 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 83 6.2 SOLUTIONS 83 FIGURE 31 REPORTING AND ANALYTICS SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 84 TABLE 11 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016–2021 (USD MILLION) 84 TABLE 12 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022–2027 (USD MILLION) 85 TABLE 13 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 85 TABLE 14 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 86 6.2.1 OMNICHANNEL ROUTING 86 6.2.1.1 Digital channels 86 6.2.1.2 Interactive voice response 86 6.2.1.3 Automatic call distributors 87 6.2.1.4 Dialers 87 6.2.1.5 Virtual agents 87 TABLE 15 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 87 TABLE 16 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 88 6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT 88 6.2.2.1 Workforce optimization 88 6.2.2.2 Call recording and quality management 89 TABLE 17 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 89 TABLE 18 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 89 6.2.3 REPORTING AND ANALYTICS 90 6.2.3.1 Historical and customized reports 90 6.2.3.2 Speech analytics 90 6.2.3.3 Text analytics 90 TABLE 19 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 91 TABLE 20 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 91 6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT 91 TABLE 21 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 92 TABLE 22 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 92 6.2.5 OTHER SOLUTIONS 92 TABLE 23 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 93 TABLE 24 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027(USD MILLION) 93 6.3 SERVICES 93 6.3.1 CONSULTING 94 6.3.2 IMPLEMENTATION AND INTEGRATION 94 6.3.3 TRAINING AND SUPPORT AND MAINTENANCE 94 TABLE 25 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 94 TABLE 26 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 95 7 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE 96 7.1 INTRODUCTION 97 FIGURE 32 PUBLIC CLOUD SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022 97 7.1.1 DEPLOYMENT MODE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 97 7.1.2 DEPLOYMENT MODE: COVID-19 IMPACT 97 TABLE 27 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 98 TABLE 28 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 98 7.2 PUBLIC CLOUD 98 TABLE 29 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 99 TABLE 30 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 99 7.3 PRIVATE CLOUD 99 TABLE 31 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 100 TABLE 32 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 100 8 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE 101 8.1 INTRODUCTION 102 FIGURE 33 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022 102 8.1.1 ORGANIZATION SIZE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 102 8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT 102 TABLE 33 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 103 TABLE 34 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 103 8.2 LARGE ENTERPRISES 103 TABLE 35 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 104 TABLE 36 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 104 8.3 SMALL AND MEDIUM-SIZED ENTERPRISES 104 TABLE 37 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 105 TABLE 38 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 105 9 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL 106 9.1 INTRODUCTION 107 FIGURE 34 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE IN 2022 107 9.1.1 VERTICAL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 108 9.1.2 VERTICAL: COVID-19 IMPACT 108 TABLE 39 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016–2021 (USD MILLION) 109 TABLE 40 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 109 9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 110 TABLE 41 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 110 TABLE 42 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 111 9.3 TELECOMMUNICATIONS 111 TABLE 43 TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 112 TABLE 44 TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 112 9.4 IT AND ITES 113 TABLE 45 IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 113 TABLE 46 IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 114 9.5 GOVERNMENT AND PUBLIC SECTOR 114 TABLE 47 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 115 TABLE 48 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 115 9.6 RETAIL AND CONSUMER GOODS 115 TABLE 49 RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 116 TABLE 50 RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 116 9.7 MANUFACTURING 116 TABLE 51 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 117 TABLE 52 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 117 9.8 ENERGY AND UTILITIES 118 TABLE 53 ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 118 TABLE 54 ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 118 9.9 MEDIA AND ENTERTAINMENT 119 TABLE 55 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 119 TABLE 56 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 119 9.10 HEALTHCARE AND LIFE SCIENCES 120 TABLE 57 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 120 TABLE 58 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 120 9.11 OTHER VERTICALS 121 TABLE 59 OTHER VERTICALS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 121 TABLE 60 OTHER VERTICALS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 121 10 CLOUD-BASED CONTACT CENTER MARKET, BY REGION 122 10.1 INTRODUCTION 123 FIGURE 35 ASIA PACIFIC EXPECTED TO ACCOUNT FOR HIGHEST CAGR DURING FORECAST PERIOD 123 TABLE 61 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 124 TABLE 62 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 124 10.2 NORTH AMERICA 124 10.2.1 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 125 10.2.2 NORTH AMERICA: COVID-19 IMPACT 125 10.2.3 NORTH AMERICA: REGULATORY IMPLICATIONS 125 10.2.4 US SECURITIES AND EXCHANGE COMMISSION 125 10.2.5 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001 126 10.2.6 CALIFORNIA CONSUMER PRIVACY ACT 126 10.2.7 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996 126 10.2.8 SARBANES-OXLEY ACT OF 2002 127 FIGURE 36 NORTH AMERICA: MARKET SNAPSHOT 127 TABLE 63 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 128 TABLE 64 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 128 TABLE 65 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016–2021 (USD MILLION) 128 TABLE 66 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022–2027 (USD MILLION) 129 TABLE 67 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 129 TABLE 68 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 129 TABLE 69 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 130 TABLE 70 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 130 TABLE 71 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016–2021 (USD MILLION) 130 TABLE 72 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 131 TABLE 73 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016–2021 (USD MILLION) 131 TABLE 74 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022–2027 (USD MILLION) 132 10.2.9 US 132 TABLE 75 US: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 132 TABLE 76 US: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 133 TABLE 77 US: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 133 TABLE 78 US: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 133 TABLE 79 US: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 134 TABLE 80 US: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 134 10.2.10 CANADA 134 TABLE 81 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 135 TABLE 82 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 135 TABLE 83 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 135 TABLE 84 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 136 TABLE 85 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 136 TABLE 86 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 136 10.3 EUROPE 137 10.3.1 EUROPE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 137 10.3.2 EUROPE: COVID-19 IMPACT 137 10.3.3 EUROPE: REGULATORY IMPLICATIONS 138 10.3.4 GENERAL DATA PROTECTION REGULATION 138 10.3.5 EUROPEAN CYBERSECURITY ACT 138 TABLE 87 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 139 TABLE 88 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 139 TABLE 89 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016–2021 (USD MILLION) 139 TABLE 90 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022–2027 (USD MILLION) 140 TABLE 91 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 140 TABLE 92 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 140 TABLE 93 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 141 TABLE 94 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 141 TABLE 95 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016–2021 (USD MILLION) 141 TABLE 96 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 142 TABLE 97 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016–2021 (USD MILLION) 142 TABLE 98 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022–2027 (USD MILLION) 143 10.3.6 UK 143 TABLE 99 UK: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 143 TABLE 100 UK: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 144 TABLE 101 UK: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 144 TABLE 102 UK: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 144 TABLE 103 UK: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 145 TABLE 104 UK: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 145 10.3.7 GERMANY 145 TABLE 105 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 146 TABLE 106 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 146 TABLE 107 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 146 TABLE 108 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 147 TABLE 109 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 147 TABLE 110 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 147 10.3.8 FRANCE 148 TABLE 111 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 148 TABLE 112 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 148 TABLE 113 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 148 TABLE 114 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 149 TABLE 115 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 149 TABLE 116 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 149 10.3.9 REST OF EUROPE 150 TABLE 117 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 150 TABLE 118 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 150 TABLE 119 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 150 TABLE 120 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 151 TABLE 121 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 151 TABLE 122 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 151 10.4 ASIA PACIFIC 152 10.4.1 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 152 10.4.2 ASIA PACIFIC: COVID-19 IMPACT 152 10.4.3 ASIA PACIFIC: REGULATORY IMPLICATIONS 153 10.4.4 PERSONAL DATA PROTECTION ACT 153 10.4.5 SINGAPORE STANDARD SS 564 153 10.4.6 INTERNET DATA CENTER IN CHINA 153 FIGURE 37 ASIA PACIFIC: REGIONAL SNAPSHOT 154 TABLE 123 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 154 TABLE 124 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 155 TABLE 125 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016–2021 (USD MILLION) 155 TABLE 126 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022–2027 (USD MILLION) 155 TABLE 127 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 156 TABLE 128 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 156 TABLE 129 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 156 TABLE 130 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 157 TABLE 131 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016–2021 (USD MILLION) 157 TABLE 132 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 158 TABLE 133 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016–2021 (USD MILLION) 158 TABLE 134 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022–2027 (USD MILLION) 159 10.4.7 CHINA 159 TABLE 135 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 159 TABLE 136 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 160 TABLE 137 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 160 TABLE 138 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 160 TABLE 139 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 161 TABLE 140 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 161 10.4.8 JAPAN 161 TABLE 141 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 162 TABLE 142 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 162 TABLE 143 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 162 TABLE 144 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 163 TABLE 145 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 163 TABLE 146 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 163 10.4.9 INDIA 164 TABLE 147 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 164 TABLE 148 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 164 TABLE 149 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 165 TABLE 150 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 165 TABLE 151 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 165 TABLE 152 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 166 10.4.10 AUSTRALIA AND NEW ZEALAND 166 TABLE 153 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2016–2021 (USD MILLION) 166 TABLE 154 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 166 TABLE 155 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 167 TABLE 156 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 167 TABLE 157 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 167 TABLE 158 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 168 10.4.11 INDONESIA 168 TABLE 159 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 168 TABLE 160 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 168 TABLE 161 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 169 TABLE 162 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 169 TABLE 163 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 169 TABLE 164 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 170 10.4.12 REST OF ASIA PACIFIC 170 TABLE 165 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 170 TABLE 166 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 171 TABLE 167 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 171 TABLE 168 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 171 TABLE 169 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 172 TABLE 170 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 172 10.5 MIDDLE EAST AND AFRICA (MEA) 172 10.5.1 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 173 10.5.2 MIDDLE EAST AND AFRICA: COVID-19 IMPACT 173 10.5.3 MIDDLE EAST AND AFRICA: REGULATORY IMPLICATIONS 173 10.5.4 PERSONAL DATA PROTECTION LAW 173 10.5.5 CLOUD COMPUTING REGULATORY FRAMEWORK 174 TABLE 171 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 174 TABLE 172 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 174 TABLE 173 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016–2021 (USD MILLION) 175 TABLE 174 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022–2027 (USD MILLION) 175 TABLE 175 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 176 TABLE 176 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 176 TABLE 177 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 176 TABLE 178 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 177 TABLE 179 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016–2021 (USD MILLION) 177 TABLE 180 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 178 TABLE 181 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016–2021 (USD MILLION) 178 TABLE 182 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022–2027 (USD MILLION) 179 10.5.6 SAUDI ARABIA 179 TABLE 183 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 179 TABLE 184 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 180 TABLE 185 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 180 TABLE 186 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 180 TABLE 187 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 181 TABLE 188 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 181 10.5.7 UAE 181 TABLE 189 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 182 TABLE 190 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 182 TABLE 191 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 182 TABLE 192 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 183 TABLE 193 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 183 TABLE 194 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 183 10.5.8 SOUTH AFRICA 184 TABLE 195 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 184 TABLE 196 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 184 TABLE 197 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 185 TABLE 198 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 185 TABLE 199 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 185 TABLE 200 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 186 10.5.9 REST OF MIDDLE EAST AND AFRICA 186 TABLE 201 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 186 TABLE 202 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 187 TABLE 203 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 187 TABLE 204 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 187 TABLE 205 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 188 TABLE 206 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 188
SummaryThe global cloud-based contact center market size is to grow from USD 17.1 billion in 2022 to USD 54.6 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 26.1% during the forecast period. Table of Contents1 INTRODUCTION 281.1 OBJECTIVES OF THE STUDY 28 1.2 MARKET DEFINITION 28 1.2.1 INCLUSIONS AND EXCLUSIONS 29 1.3 MARKET SCOPE 30 1.3.1 MARKET SEGMENTATION 30 1.3.2 REGIONS COVERED 31 1.3.3 YEARS CONSIDERED 31 1.4 CURRENCY CONSIDERED 32 TABLE 1 US DOLLAR EXCHANGE RATE, 2019–2021 32 1.5 STAKEHOLDERS 32 1.6 SUMMARY OF CHANGES 32 2 RESEARCH METHODOLOGY 34 2.1 RESEARCH DATA 34 FIGURE 1 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN 35 2.1.1 SECONDARY DATA 36 2.1.2 PRIMARY DATA 36 TABLE 2 PRIMARY INTERVIEWS 36 2.1.2.1 Breakup of primary profiles 37 2.1.2.2 Key industry insights 37 2.2 MARKET BREAKUP AND DATA TRIANGULATION 38 FIGURE 2 DATA TRIANGULATION 38 2.3 MARKET SIZE ESTIMATION 39 FIGURE 3 CLOUD-BASED CONTACT CENTER MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 39 2.3.1 TOP-DOWN APPROACH 39 2.3.2 BOTTOM-UP APPROACH 40 FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 1) (SUPPLY SIDE): REVENUE OF SOLUTIONS/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET 40 FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 2), BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET 41 FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 3), BOTTOM-UP (DEMAND SIDE): SIZE OF CLOUD-BASED CONTACT CENTER MARKET THROUGH OVERALL CLOUD-BASED CONTACT CENTER SPENDING 42 2.4 MARKET FORECAST 43 TABLE 3 FACTOR ANALYSIS 43 2.5 COMPANY EVALUATION MATRIX METHODOLOGY 44 FIGURE 7 COMPANY EVALUATION MATRIX: CRITERIA WEIGHT 44 2.6 COMPETITIVE EVALUATION MATRIX METHODOLOGY FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS 45 FIGURE 8 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS/SMES: CRITERIA WEIGHT 45 2.7 ASSUMPTIONS FOR THE STUDY 46 2.8 STUDY LIMITATIONS 47 3 EXECUTIVE SUMMARY 48 TABLE 4 GLOBAL CLOUD-BASED CONTACT CENTER MARKET AND GROWTH RATE, 2016–2021 (USD MILLION, Y-O-Y%) 49 TABLE 5 GLOBAL CLOUD-BASED CONTACT CENTER MARKET AND GROWTH RATE, 2022–2027 (USD MILLION, Y-O-Y%) 49 FIGURE 9 SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022 49 FIGURE 10 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SHARE IN 2022 50 FIGURE 11 PUBLIC CLOUD SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022 50 FIGURE 12 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE IN 2022 51 FIGURE 13 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE IN 2022 52 4 PREMIUM INSIGHTS 53 4.1 ATTRACTIVE OPPORTUNITIES IN CLOUD-BASED CONTACT CENTER MARKET 53 FIGURE 14 INCREASING DEMAND FOR MULTICHANNEL CUSTOMER CONTACTS BOOSTING MARKET GROWTH 53 4.2 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL 54 FIGURE 15 BFSI SEGMENT EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE FROM 2022 TO 2027 54 4.3 CLOUD-BASED CONTACT CENTER MARKET, BY REGION 54 FIGURE 16 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027 54 4.4 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION AND VERTICAL 55 FIGURE 17 OMNICHANNEL ROUTING AND BFSI SEGMENTS EXPECTED TO ACCOUNT FOR SIGNIFICANT MARKET SHARES 55 5 MARKET OVERVIEW AND INDUSTRY TRENDS 56 5.1 INTRODUCTION 56 FIGURE 18 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 56 5.1.1 DRIVERS 57 5.1.1.1 Rising adoption of SMAC technologies 57 5.1.1.2 Role of social media in cloud-based contact center operations 57 5.1.1.3 Benefits of SMAC technologies in contact centers 58 5.1.1.4 Increasing adoption of cloud-based contact centers due to COVID-19 58 FIGURE 19 IMPACT OF COVID-19 ON CALL CENTER VOLUME 59 5.1.1.5 Rising number of channels to reach end-customers 59 5.1.1.6 Growing need for personalized and streamlined customer interactions 59 5.1.1.7 Faster deployment, scalability, and flexibility of cloud-based contact centers 60 5.1.1.8 Better business continuity with cloud-based contact centers 60 5.1.2 RESTRAINTS 60 5.1.2.1 Inadequate network bandwidth in emerging economies 60 5.1.2.2 Cyber-attacks impacting business operations 61 5.1.3 OPPORTUNITIES 61 5.1.3.1 Enhanced customer experience to increase cloud-based contact center adoption 61 FIGURE 20 MOST EXCITING BUSINESS OPPORTUNITY 61 5.1.3.2 Need to analyze audio conversations in real-time 62 5.1.3.3 Shifting focus of enterprises on work from home culture 62 5.1.3.4 Implementation of AI, analytics, and NLP capabilities to add value to existing cloud-based contact centers 62 FIGURE 21 ROLE OF ARTIFICIAL INTELLIGENCE IN CONTACT CENTER TRANSFORMATION 62 5.1.4 CHALLENGES 63 5.1.4.1 Privacy and data security aspects 63 5.1.4.2 Organizational, technical, and operational difficulties while moving contact centers in cloud 63 5.1.4.3 Integration of mobility with existing capabilities 63 FIGURE 22 INTEGRATION OF MOBILITY IN EXISTING CAPABILITIES OF CONTACT CENTERS 64 5.2 COVID-19-DRIVEN MARKET DYNAMICS 64 5.2.1 DRIVERS AND OPPORTUNITIES 64 5.2.2 RESTRAINTS AND CHALLENGES 65 5.3 CLOUD-BASED CONTACT CENTER: EVOLUTION 65 FIGURE 23 EVOLUTION OF CLOUD-BASED CONTACT CENTER 66 5.4 CASE STUDY ANALYSIS 66 5.4.1 CASE STUDY 1: BANKING, FINANCIAL SERVICES, AND INSURANCE 66 5.4.2 CASE STUDY 2: RETAIL 67 5.4.3 CASE STUDY 3: HEALTHCARE 67 5.4.4 CASE STUDY 4: TELECOMMUNICATIONS 68 5.4.5 CASE STUDY 5: INFORMATION TECHNOLOGY 68 5.4.6 CASE STUDY 6: GOVERNMENT 68 5.4.7 CASE STUDY 7: MEDIA AND ENTERTAINMENT 69 5.4.8 CASE STUDY 8: ENERGY AND UTILITIES 69 5.4.9 CASE STUDY 9: MANUFACTURING 70 5.5 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS 70 FIGURE 24 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS 71 5.6 MARKET ECOSYSTEM 71 FIGURE 25 CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM 71 5.7 CLOUD-BASED CONTACT CENTER MARKET: COVID-19 IMPACT 72 5.8 TRENDS AND DISRUPTIONS IMPACTING BUYERS 72 FIGURE 26 REVENUE SHIFT FOR CLOUD-BASED CONTACT CENTER MARKET 72 5.9 TECHNOLOGY ANALYSIS 73 5.9.1 ADVANCED ANALYTICS 73 5.9.1.1 Data analytics 73 5.9.1.2 Speech analytics 73 5.9.1.3 Sentiment analytics 73 5.9.2 ARTIFICIAL INTELLIGENCE 74 5.9.2.1 Machine learning 74 5.9.2.2 Natural language processing 74 5.10 PRICING ANALYSIS 74 TABLE 6 CLOUD-BASED CONTACT CENTER MARKET: PRICING MODEL ANALYSIS, 2021 75 5.11 PATENT ANALYSIS 75 FIGURE 27 TOP TEN COMPANIES WITH HIGHEST PATENT APPLICATIONS 75 TABLE 7 TOP TWENTY PATENT OWNERS (US) 76 FIGURE 28 NUMBER OF PATENTS GRANTED IN A YEAR, 2013–2021 77 5.12 PORTER’S FIVE FORCES ANALYSIS 77 FIGURE 29 CLOUD-BASED CONTACT CENTER MARKET: PORTER’S FIVE FORCES ANALYSIS 77 TABLE 8 CLOUD-BASED CONTACT CENTER MARKET: PORTER’S FIVE FORCES ANALYSIS 78 5.12.1 THREAT OF NEW ENTRANTS 78 5.12.2 THREAT OF SUBSTITUTES 78 5.12.3 BARGAINING POWER OF SUPPLIERS 78 5.12.4 BARGAINING POWER OF BUYERS 79 5.12.5 INTENSITY OF COMPETITIVE RIVALRY 79 6 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT 80 6.1 INTRODUCTION 81 FIGURE 30 SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022 81 6.1.1 COMPONENT: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 81 6.1.2 COMPONENT: COVID-19 IMPACT 82 TABLE 9 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 82 TABLE 10 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 83 6.2 SOLUTIONS 83 FIGURE 31 REPORTING AND ANALYTICS SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 84 TABLE 11 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016–2021 (USD MILLION) 84 TABLE 12 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022–2027 (USD MILLION) 85 TABLE 13 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 85 TABLE 14 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 86 6.2.1 OMNICHANNEL ROUTING 86 6.2.1.1 Digital channels 86 6.2.1.2 Interactive voice response 86 6.2.1.3 Automatic call distributors 87 6.2.1.4 Dialers 87 6.2.1.5 Virtual agents 87 TABLE 15 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 87 TABLE 16 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 88 6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT 88 6.2.2.1 Workforce optimization 88 6.2.2.2 Call recording and quality management 89 TABLE 17 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 89 TABLE 18 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 89 6.2.3 REPORTING AND ANALYTICS 90 6.2.3.1 Historical and customized reports 90 6.2.3.2 Speech analytics 90 6.2.3.3 Text analytics 90 TABLE 19 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 91 TABLE 20 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 91 6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT 91 TABLE 21 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 92 TABLE 22 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 92 6.2.5 OTHER SOLUTIONS 92 TABLE 23 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 93 TABLE 24 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027(USD MILLION) 93 6.3 SERVICES 93 6.3.1 CONSULTING 94 6.3.2 IMPLEMENTATION AND INTEGRATION 94 6.3.3 TRAINING AND SUPPORT AND MAINTENANCE 94 TABLE 25 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 94 TABLE 26 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 95 7 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE 96 7.1 INTRODUCTION 97 FIGURE 32 PUBLIC CLOUD SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022 97 7.1.1 DEPLOYMENT MODE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 97 7.1.2 DEPLOYMENT MODE: COVID-19 IMPACT 97 TABLE 27 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 98 TABLE 28 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 98 7.2 PUBLIC CLOUD 98 TABLE 29 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 99 TABLE 30 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 99 7.3 PRIVATE CLOUD 99 TABLE 31 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 100 TABLE 32 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 100 8 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE 101 8.1 INTRODUCTION 102 FIGURE 33 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022 102 8.1.1 ORGANIZATION SIZE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 102 8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT 102 TABLE 33 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 103 TABLE 34 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 103 8.2 LARGE ENTERPRISES 103 TABLE 35 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 104 TABLE 36 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 104 8.3 SMALL AND MEDIUM-SIZED ENTERPRISES 104 TABLE 37 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 105 TABLE 38 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 105 9 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL 106 9.1 INTRODUCTION 107 FIGURE 34 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE IN 2022 107 9.1.1 VERTICAL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 108 9.1.2 VERTICAL: COVID-19 IMPACT 108 TABLE 39 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016–2021 (USD MILLION) 109 TABLE 40 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 109 9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 110 TABLE 41 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 110 TABLE 42 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 111 9.3 TELECOMMUNICATIONS 111 TABLE 43 TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 112 TABLE 44 TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 112 9.4 IT AND ITES 113 TABLE 45 IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 113 TABLE 46 IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 114 9.5 GOVERNMENT AND PUBLIC SECTOR 114 TABLE 47 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 115 TABLE 48 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 115 9.6 RETAIL AND CONSUMER GOODS 115 TABLE 49 RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 116 TABLE 50 RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 116 9.7 MANUFACTURING 116 TABLE 51 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 117 TABLE 52 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 117 9.8 ENERGY AND UTILITIES 118 TABLE 53 ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 118 TABLE 54 ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 118 9.9 MEDIA AND ENTERTAINMENT 119 TABLE 55 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 119 TABLE 56 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 119 9.10 HEALTHCARE AND LIFE SCIENCES 120 TABLE 57 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 120 TABLE 58 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 120 9.11 OTHER VERTICALS 121 TABLE 59 OTHER VERTICALS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 121 TABLE 60 OTHER VERTICALS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 121 10 CLOUD-BASED CONTACT CENTER MARKET, BY REGION 122 10.1 INTRODUCTION 123 FIGURE 35 ASIA PACIFIC EXPECTED TO ACCOUNT FOR HIGHEST CAGR DURING FORECAST PERIOD 123 TABLE 61 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016–2021 (USD MILLION) 124 TABLE 62 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022–2027 (USD MILLION) 124 10.2 NORTH AMERICA 124 10.2.1 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 125 10.2.2 NORTH AMERICA: COVID-19 IMPACT 125 10.2.3 NORTH AMERICA: REGULATORY IMPLICATIONS 125 10.2.4 US SECURITIES AND EXCHANGE COMMISSION 125 10.2.5 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001 126 10.2.6 CALIFORNIA CONSUMER PRIVACY ACT 126 10.2.7 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996 126 10.2.8 SARBANES-OXLEY ACT OF 2002 127 FIGURE 36 NORTH AMERICA: MARKET SNAPSHOT 127 TABLE 63 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 128 TABLE 64 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 128 TABLE 65 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016–2021 (USD MILLION) 128 TABLE 66 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022–2027 (USD MILLION) 129 TABLE 67 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 129 TABLE 68 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 129 TABLE 69 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 130 TABLE 70 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 130 TABLE 71 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016–2021 (USD MILLION) 130 TABLE 72 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 131 TABLE 73 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016–2021 (USD MILLION) 131 TABLE 74 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022–2027 (USD MILLION) 132 10.2.9 US 132 TABLE 75 US: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 132 TABLE 76 US: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 133 TABLE 77 US: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 133 TABLE 78 US: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 133 TABLE 79 US: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 134 TABLE 80 US: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 134 10.2.10 CANADA 134 TABLE 81 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 135 TABLE 82 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 135 TABLE 83 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 135 TABLE 84 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 136 TABLE 85 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 136 TABLE 86 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 136 10.3 EUROPE 137 10.3.1 EUROPE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 137 10.3.2 EUROPE: COVID-19 IMPACT 137 10.3.3 EUROPE: REGULATORY IMPLICATIONS 138 10.3.4 GENERAL DATA PROTECTION REGULATION 138 10.3.5 EUROPEAN CYBERSECURITY ACT 138 TABLE 87 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 139 TABLE 88 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 139 TABLE 89 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016–2021 (USD MILLION) 139 TABLE 90 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022–2027 (USD MILLION) 140 TABLE 91 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 140 TABLE 92 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 140 TABLE 93 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 141 TABLE 94 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 141 TABLE 95 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016–2021 (USD MILLION) 141 TABLE 96 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 142 TABLE 97 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016–2021 (USD MILLION) 142 TABLE 98 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022–2027 (USD MILLION) 143 10.3.6 UK 143 TABLE 99 UK: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 143 TABLE 100 UK: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 144 TABLE 101 UK: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 144 TABLE 102 UK: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 144 TABLE 103 UK: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 145 TABLE 104 UK: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 145 10.3.7 GERMANY 145 TABLE 105 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 146 TABLE 106 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 146 TABLE 107 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 146 TABLE 108 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 147 TABLE 109 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 147 TABLE 110 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 147 10.3.8 FRANCE 148 TABLE 111 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 148 TABLE 112 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 148 TABLE 113 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 148 TABLE 114 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 149 TABLE 115 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 149 TABLE 116 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 149 10.3.9 REST OF EUROPE 150 TABLE 117 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 150 TABLE 118 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 150 TABLE 119 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 150 TABLE 120 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 151 TABLE 121 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 151 TABLE 122 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 151 10.4 ASIA PACIFIC 152 10.4.1 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 152 10.4.2 ASIA PACIFIC: COVID-19 IMPACT 152 10.4.3 ASIA PACIFIC: REGULATORY IMPLICATIONS 153 10.4.4 PERSONAL DATA PROTECTION ACT 153 10.4.5 SINGAPORE STANDARD SS 564 153 10.4.6 INTERNET DATA CENTER IN CHINA 153 FIGURE 37 ASIA PACIFIC: REGIONAL SNAPSHOT 154 TABLE 123 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 154 TABLE 124 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 155 TABLE 125 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016–2021 (USD MILLION) 155 TABLE 126 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022–2027 (USD MILLION) 155 TABLE 127 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 156 TABLE 128 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 156 TABLE 129 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 156 TABLE 130 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 157 TABLE 131 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016–2021 (USD MILLION) 157 TABLE 132 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 158 TABLE 133 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016–2021 (USD MILLION) 158 TABLE 134 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022–2027 (USD MILLION) 159 10.4.7 CHINA 159 TABLE 135 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 159 TABLE 136 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 160 TABLE 137 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 160 TABLE 138 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 160 TABLE 139 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 161 TABLE 140 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 161 10.4.8 JAPAN 161 TABLE 141 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 162 TABLE 142 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 162 TABLE 143 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 162 TABLE 144 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 163 TABLE 145 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 163 TABLE 146 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 163 10.4.9 INDIA 164 TABLE 147 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 164 TABLE 148 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 164 TABLE 149 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 165 TABLE 150 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 165 TABLE 151 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 165 TABLE 152 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 166 10.4.10 AUSTRALIA AND NEW ZEALAND 166 TABLE 153 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2016–2021 (USD MILLION) 166 TABLE 154 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 166 TABLE 155 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 167 TABLE 156 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 167 TABLE 157 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 167 TABLE 158 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 168 10.4.11 INDONESIA 168 TABLE 159 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 168 TABLE 160 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 168 TABLE 161 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 169 TABLE 162 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 169 TABLE 163 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 169 TABLE 164 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 170 10.4.12 REST OF ASIA PACIFIC 170 TABLE 165 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 170 TABLE 166 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 171 TABLE 167 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 171 TABLE 168 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 171 TABLE 169 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 172 TABLE 170 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 172 10.5 MIDDLE EAST AND AFRICA (MEA) 172 10.5.1 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 173 10.5.2 MIDDLE EAST AND AFRICA: COVID-19 IMPACT 173 10.5.3 MIDDLE EAST AND AFRICA: REGULATORY IMPLICATIONS 173 10.5.4 PERSONAL DATA PROTECTION LAW 173 10.5.5 CLOUD COMPUTING REGULATORY FRAMEWORK 174 TABLE 171 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 174 TABLE 172 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 174 TABLE 173 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016–2021 (USD MILLION) 175 TABLE 174 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022–2027 (USD MILLION) 175 TABLE 175 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 176 TABLE 176 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 176 TABLE 177 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 176 TABLE 178 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 177 TABLE 179 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016–2021 (USD MILLION) 177 TABLE 180 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 178 TABLE 181 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016–2021 (USD MILLION) 178 TABLE 182 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022–2027 (USD MILLION) 179 10.5.6 SAUDI ARABIA 179 TABLE 183 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 179 TABLE 184 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 180 TABLE 185 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 180 TABLE 186 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 180 TABLE 187 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 181 TABLE 188 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 181 10.5.7 UAE 181 TABLE 189 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 182 TABLE 190 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 182 TABLE 191 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 182 TABLE 192 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 183 TABLE 193 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 183 TABLE 194 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 183 10.5.8 SOUTH AFRICA 184 TABLE 195 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 184 TABLE 196 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 184 TABLE 197 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 185 TABLE 198 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 185 TABLE 199 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 185 TABLE 200 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 186 10.5.9 REST OF MIDDLE EAST AND AFRICA 186 TABLE 201 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 186 TABLE 202 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 187 TABLE 203 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 187 TABLE 204 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 187 TABLE 205 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 188 TABLE 206 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 188
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