Summary

The Cloud-based Contact Center Market is expected to grow at a steady rate of around 23% owing to the growing need for personalized and streamlined customer interactions. A cloud-based contact center is a customer service platform that operates entirely in the cloud, rather than on-premise hardware or software. This type of contact center relies on remote servers and cloud technology to provide a range of features, including inbound and outbound call routing, interactive voice response, automatic call distribution, and customer relationship management. Because it is cloud-based, a contact center can be accessed from anywhere with an internet connection, allowing agents to work remotely from home or other locations. This flexibility is particularly beneficial for companies with geographically dispersed agents or those that require a rapid response to changing customer needs. Besides, cloud-based contact centers typically offer cost savings, scalability, and easy integration with other cloud-based business applications. Moreover, the increasing popularity of omnichannel contact centers to improve the availability of channels is one of the most prominent factors driving the growth of the market. Further on, the increasing investment in cloud-based contact center solutions providers is also contributing to the growth of the market. For instance, in July 2021, Zoom announced the acquisition of cloud contact center solution provider Five9 for about USD 14.7 billion.

Some of the major players operating in the market include Genesys; Ameyo; Aircall; RingCentral, Inc.; Amazon Web Services, Inc.; Microsoft; Cisco Systems, Inc.; Oracle; Avaya LLC; and TATA Consultancy Services Limited. Several M&As along with partnerships have been undertaken by these players to facilitate customers with hi-tech and innovative products/technologies.

Insights Presented in the Report
“Amongst component, the solutions segment held a significant share of the market in 2021”
Based on component, the market is bifurcated into solutions and services. The solutions segment held a prominent share of the market in 2021 and is expected to grow at a prominent CAGR during the forecasted period. This is because a cloud-based contact center allows businesses to build the exact solution needed through application programming interfaces (APIs) rather than adopting immutable hardware and software. Moreover, cloud-based contact centers also enable greater agent versatility, improve agent efficiency, reduce cost, and enhance security.

“Amongst application, the interactive voice response segment to grow at a substantial CAGR during the forecast period”
By application, the market is segmented into interactive voice response, automatic call distribution, call recording, workforce optimization, and others. The interactive voice response catered to a significant share of the global cloud-based contact center market in 2021 majorly due to the benefits it offers to the organizations such as efficient call routing, lower operational costs, error reduction, increased security, and others. Besides, IVR offers virtual receptionist and operator options to save labor costs and free up time for the service team. This allows better use of the resources while meeting the customers' needs.

“North America dominated the market in 2021”
North America held the major share of the global cloud-based contact center market in 2021. The dominating share of North America can be largely attributed to the flexibility, scalability, cost-effectiveness, better accessibility, and mobility of cloud-based contact centers. Cloud-based solutions offer a flexible and scalable alternative to traditional on-premises systems. This scalability allows businesses to quickly adapt to changing call volume and customer needs, which is especially important in industries with high seasonality or unpredictable demand.

Reasons to buy this report:
• The study includes market sizing and forecasting analysis validated by authenticated key industry experts.
• The report presents a quick review of overall industry performance at one glance.
• The report covers an in-depth analysis of prominent industry peers with a primary focus on key business financials, product portfolios, expansion strategies, and recent developments.
• Detailed examination of drivers, restraints, key trends, and opportunities prevailing in the industry.
• The study comprehensively covers the market across different segments.
• Deep dive regional level analysis of the industry.

Customization Options:
The global cloud-based contact center market can further be customized as per the requirement or any other market segment. Besides this, UMI understands that you may have your own business needs, hence feel free to connect with us to get a report that completely suits your requirements.

ページTOPに戻る

Table of Contents