Cloud-based Contact Center Market: Market Segments: By Component (Solution and Services); By Organization Size (Large Enterprises, and Small and Medium-sized Enterprises (SMEs)); By Deployment Model (Public Cloud and Private Cloud); By Vertical (BFSI, Retail, IT & Telecom, Government, Healthcare, and Others); and Region – Global Analysis by Market Size, Share & Trends for 2014 – 2020 and Forecasts to 2030

Product Overview

Cloud-Based contact center provides software, tool set, cloud-hosted services including automated call routing, multiple communication platforms, agent management and analytics. It provides and enables businesses to use the cloud-based data generated. It plays a crucial role in adapting and enhancing efficiency to the systemic approach of companies.

Market Highlights

Cloud-based Contact Center Market is expected to project a notable CAGR of 25.26% in 2030.

Cloud-based Contact Center Market to surpass USD 38.9 billion by 2030 from USD 12.7 billion in 2019 at a CAGR of 25.26% throughout the forecast period, i.e., 2020-30. Market growth is projected to boost due to the growing user base and high adoption rate of cloud-based services, social media and mobile analytics among different industry sectors. It is also anticipated that the demand for enhanced omnichannel experiences and technological developments in communication services will drive market development.

Cloud-based Contact Center Market: Segments

Solution segment to grow with the highest CAGR during 2020-30

Cloud-based Contact Center Market is segmented by component as solution and services. The solutions segment is further bifurcated into consulting and training. Due to large-scale demand for the implementation of new contact center software and the integration of new systems with existing ones in the workplace, the higher market share in 2018 was accounted for by the solution, which is expected to drive segment growth.

Cloud-based Contact Center Market: Market Dynamics

Drivers

Increasing Demand for Cloud-based Solutions

Contact centres are rapidly evolving from primary models that deploy operations in a single channel to multi-channel, multi-function units to manage customer relationship management. In-bound and out-bound calls, emails, web queries, and chats are managed worldwide by modern age contact centers.

Restrain

Security Concerns Regarding Cloud-based Solutions

Access to critical information has led to a number of challenges in today's digital world. One of these challenges is that cybercriminals have become a major target for businesses storing sensitive data. Contact centres, which normally handle a lot of valuable customer information, are unfortunately no exception. A huge amount of customer information that attracts cybercriminals to target these contact centres is regularly collected and stored by contact centres.

Cloud-based Contact Center Market: Key Players

• Avaya Contact Center (Ayaya Group)

Company Overview, Business Strategy, Key Product Offerings, Financial Performance, Key Performance Indicators, Risk Analysis, Recent Development, Regional Presence and SWOT Analysis.

• RingCentral Inc.

• Genesys Telecommunications Laboratories Inc.

• 3CLogic Inc.

• Connect First Inc.

• Five9 Inc.

• Mitel Networks Corporation

• Aspect Software Parent Inc.

• 8X8 Inc.

• Avaya Holdings Corp.

• NICE inContact

• Teleforge Corporation

• 1Stream Inc.

Cloud-based Contact Center Market: Regions

Cloud-based Contact Center Market is segmented based on regional analysis into five major regions. These include North America, Latin America, Europe, APAC and MENA.

Cloud-based Contact Center Market in North America held the largest market share of XX.X% in the year 2018 and it is expected to continue its market dominance in the future. The presence in North America of a large number of contacts center software providers has led to increased awareness of these software among local organizations. Several suppliers in the region focus on providing efficient and simple self-service IVR options to save customer effort and time for customer queries, thus creating growth opportunities for the region's software adoption. A large number of companies are also migrating to cloud storage, creating growth opportunities for the regional market, while the rapid growth of cloud-based contact center adoption in APAC is mainly driven by the dramatic growth of data center business, increasing numbers of start-ups and the willingness of customers to adopt new technologies are driving the growth of cloud-based contact center market.

Cloud-based Contact Center Market report also contains analysis on:

Cloud-based Contact Center Market Segments:

By Component:

• Solutions

• Services

By Deployment Model:

• Public Cloud

• Private Cloud

By Organization Size:

• Large Enterprises

• Small and Medium-sized Enterprises (SMEs)

By Vertical:

• BFSI

• Telecommunications

• IT and ITeS

• Government and Public Sector

• Retail and Consumer Goods

• Manufacturing

• Energy and Utilities

• Media and Entertainment

• Healthcare and Life Sciences

• Others

• Cloud-based Contact Center Market Dynamics

• Cloud-based Contact Center Market Size

• Supply & Demand

• Current Trends/Issues/Challenges

• Competition & Companies Involved in the Market

• Value Chain of the Market

• Market Drivers and Restraints

FAQs on Cloud-based Contact Center Market

· Which segment is anticipated to hold the largest market share

· At what CAGR is the market anticipated to grow between 2020 and 2030

· Who are the key players in the Cloud-based Contact Center Market

· What could be the challenging factors in the growth of Cloud-based Contact Center Market

· What are the growth drivers for the Cloud-based Contact Center Market

Contents

1. Executive Summary

2. Cloud-based Contact Center Market

2.1. Product Overview

2.2. Market Definition

2.3. Segmentation

2.4. Assumptions and Acronyms

3. Research Methodology

3.1. Research Objectives

3.2. Primary Research

3.3. Secondary Research

3.4. Forecast Model

3.5. Market Size Estimation

4. Average Pricing Analysis

5. Macro-Economic Indicators

6. Market Dynamics

6.1. Growth Drivers

6.2. Restraints

6.3. Opportunity

6.4. Trends

7. Correlation & Regression Analysis

7.1. Correlation Matrix

7.2. Regression Matrix

8. Recent Development, Policies & Regulatory Landscape

9. Risk Analysis

9.1. Demand Risk Analysis

9.2. Supply Risk Analysis

10. Cloud-based Contact Center Analysis

10.1. Porters Five Forces

10.1.1. Threat of New Entrants

10.1.2. Bargaining Power of Suppliers

10.1.3. Threat of Substitutes

10.1.4. Rivalry

10.2. PEST Analysis

10.2.1. Political

10.2.2. Economic

10.2.3. Social

10.2.4. Technological

11. Cloud-based Contact Center Market

11.1. Market Size & forecast, 2019A-2030F

11.1.1. By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

11.1.2. By Volume (Million Units) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12. Cloud-based Contact Center: Market Segmentation

12.1. By Regions

12.1.1. North America:

• By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.1.2. Europe:

• By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.1.3. Asia-Pacific:

• By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.1.4. MEA:

• By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.1.5. Latin America:

• By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.2. By Component: Market Share (2020-2030F)

12.2.1. Solutions, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.2.2. Services, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.3 By Organization Size: Market Share (2020-2030F)

12.3.1. Large Enterprises, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.3.2. SMEs, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.4 By Deployment Model: Market Share (2020-2030F)

12.4.1. Public Cloud, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.4.2. Private Cloud, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.5 By Vertical: Market Share (2020-2030F)

12.5.1. BFSI, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.5.2. Telecommunications, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.5.3. IT and ITeS, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.4.4. Government and Public Sector, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.5.5. Retail, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.5.3. Manufacturing, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.4.4. Energy and Utilities, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.5.5. Healthcare, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

12.4.4. Others, By Value (USD Million) 2019-2030F; Y-o-Y Growth (%) 2020-2030F

13. Company Profile

13.1.1. Avaya Contact Center

13.1.2. Company Overview

13.1.3. Company Total Revenue (Financials)

13.1.4. Market Potential

13.1.5. Global Presence

13.1.6. Key Performance Indicators

13.1.7. SWOT Analysis

13.1.8. Product Launch

13.2. RingCentral Inc.

13.3. Genesys Telecommunications Laboratories Inc.

13.4. 3CLogic Inc.

13.5. Connect First Inc.

13.6. Five9 Inc.

13.7. Mitel Networks Corporation

13.8. Aspect Software Parent Inc.

13.9. 8X8 Inc.

13.10. Avaya Holdings Corp.

13.11. NICE inContact

13.12. Teleforge Corporation

13.13. 1Stream Inc.

13.14. AVOXI Inc.

14 Consultant Recommendation

**The above given segmentations and companies could be subjected to further modification based on in-depth feasibility studies conducted for the final deliverable.

Methodology/Research Approach

This research study involved the extensive usage of both primary and secondary data sources. The research process involved the study of various factors affecting the industry, including the government policy, market environment, competitive landscape, historical data, present trends in the market, technological innovation, upcoming technologies and the technical progress in related industry, and market risks, opportunities, market barriers and challenges. The following illustrative figure shows the market research methodology applied in this report.

Research Programs/Design

Historical Data (2015-2019)	Industry Trends Competitive Landscape By Company Expansion Mergers and Acquisitions Market Segment by Type by Application By Regions/ Geography	Value Status and Outlook Value for Major Players Market Share Growth Rate Present Situation Analysis Value Market Share Growth Rate Present Situation Analysis
Influencing Factors	Market Environment Government Policy Technological Changes Market Risks	Market Drivers Growing Demand of Downstream Reduction in Cost
Market Forecast (2021-2026)	Overall Size by Type by Application By Regions/Geography	Key Data (Value) Market Share Growth Rate CAGR (2021-2026)

Market Size Estimation

Top-down and bottom-up approaches are used to validate the global Voluntary Carbon Offset market size market and estimate the market size for Company, regions segments, product segments and Application (end users).

The market estimations in this report are based on the marketed sale price of Voluntary Carbon Offset (excluding any discounts provided by the player, distributor, wholesaler or traders). The percentage splits, market share, and breakdowns of the product segments are derived on the basis of weights assigned to each of the segments on the basis of their utilization rate and average sale price. The regional splits of the overall Voluntary Carbon Offset market and its sub-segments are based on the percentage adoption or utilization of the given product in the respective region or country.

Major Company in the market is identified through secondary research and their market revenues determined through primary and secondary research. Secondary research included the research of the annual and financial reports of the top Company; whereas, primary research included extensive interviews of key opinion leaders and industry experts such as experienced front-line staff, directors, CEOs and marketing executives. The percentage splits, market share, Growth Rate and breakdowns of the product markets are determined through using secondary sources and verified through the primary sources.

All possible factors that influence the markets included in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data. The market size for top-level markets and sub-segments is normalized, and the effect of inflation, economic downturns, and regulatory & policy changes or other factors are not accounted for in the market forecast. This data is combined and added with detailed inputs and analysis from Market Intellix and presented in this report

The following figure shows an illustrative representation of the overall market size estimation process used for this study.

Market Breakdown and Data Triangulation

After complete market engineering with calculations for market statistics; market size estimations; market forecasting; market breakdown; and data triangulation, extensive primary research was conducted to gather information and verify and validate the critical numbers arrived at. In the complete market engineering process, both top-down and bottom-up approaches were extensively used, along with several data triangulation methods, to perform market estimation and market forecasting for the overall market segments and sub-segments listed in this report. Extensive qualitative and further quantitative analysis is also done from all the numbers arrived at in the complete market engineering process to list key information throughout the report.

Data Source

Secondary Sources

Secondary sources include such as press releases, annual reports, non-profit organizations, industry associations, governmental agencies and customs data, etc. This research study involves the usage of widespread secondary sources, directories, databases such as Bloomberg Business, Wind Info, Hoovers, Factiva (Dow Jones & Company), and TRADING ECONOMICS, and News Network, statista, Federal Reserve Economic Data, annual reports, BIS Statistics, ICIS; company house documents; CAS(American Chemical Society); investor presentations; and SEC filings of companies. Secondary research was used to identify and collect information useful for the extensive, technical, market-oriented, and Hospitals study of the Voluntary Carbon Offset market. It was also used to obtain important information about the top companies, market classification and segmentation according to industry trends to the bottom-most level, and key developments related to market and technology perspectives.

Market Size	Segmental value Geographic Penetration Product Adoption Rate for Different market	Journals, Websites, and Press Releases Annual Reports and SEC Filings Company Websites and Press Releases Public and Paid Databases Market Intellix Data Repository
Market Position of Top Company	Product Financials Geographic value Mix Total Company value Business/Segmental value Mix
Qualitative Analysis	Influence Factors Market Potential Market Risks and Opportunities Industry Trends Geographical Features Government Policies	Company Websites and Press Releases Public and Paid Databases Annual Reports Industry Associations Market Intellix Data Repository

Primary Sources

In the primary research process, various sources from both the supply and demand sides were interviewed to obtain qualitative and quantitative information for this report. The primary sources from the supply side include product Company (and their competitors), opinion leaders, industry experts, research institutions, distributors, dealer and traders, as well as the raw materials suppliers and producers, etc.

The primary sources from the demand side include industry experts such as business leaders, marketing and sales directors, technology and innovation directors, supply chain executive, end use (product buyers), and related key executives from various key companies and organizations operating in the global market.

Primary research was conducted to identify segmentation Type, product price range, product Application, key Company, raw materials supply and the downstream demand, industry status and outlook, and key market dynamics such as risks, influence factors, opportunities, market barriers, industry trends, and key player strategies.

Key Executives Interviewed

Key Data Information from Primary Sources

Primary Sources	Parameters	Key Data
Market Segments(by Application, by Type)	Value by Type Status and Forecast Value by Application Value by Regions, Status and Forecast (2021-2026)	Value Market Share by Type Value Growth Rate by Type Value by Application Percentage and Growth Rate by Application Value Growth Rate and Market Share by Regions Market Size Status and Forecast (2021-2026)
Total Market	Overall Size, Status and Forecast	Market Size Status and Forecast (2021-2026)