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市場調查報告書
商品編碼
1722510

2025 年至 2033 年基於雲端的聯絡中心市場報告（按組件、部署模式、組織規模、最終用途行業和地區）

Cloud-based Contact Center Market Report by Component, Deployment Mode, Organization Size, End Use Industry, and Region 2025-2033
出版日期: | 出版商: IMARC | 英文 136 Pages | 商品交期: 2-3個工作天內

價格

2024 年全球雲端聯絡中心市場規模達 328 億美元。展望未來， IMARC Group預計到 2033 年市場規模將達到 1,625 億美元，2025-2033 年期間的成長率 (CAGR) 為 19.5%。對可擴展用戶服務解決方案的需求不斷成長、雲端技術的進步、成本效益和增強的靈活性、遠端工作模式的採用日益增加以及全通路通訊平台的日益普及是推動市場成長的一些因素。

基於雲端的聯絡中心市場分析：

主要市場促進因素：由於對遠端工作選項的需求不斷增加、用戶滿意度不斷提高以及基於雲端的解決方案提供的多功能性，市場正在經歷強勁成長。

主要市場趨勢：結合人工智慧 (AI) 和機器學習 (ML) 來改善用戶服務自動化和客製化。此外，全通路通訊平台越來越受歡迎，提供跨管道（如語音、電子郵件、聊天和社群媒體）的流暢用戶互動。

地理趨勢：由於先進的技術基礎設施和早期採用雲端服務，北美佔據市場主導地位。

競爭格局：該行業的一些主要市場參與者包括 3CLogic、8x8 Inc.、Avaya Inc.、Cisco Systems Inc.、Content Guru Limited、Five9 Inc.、Genesys、NICE Ltd.、RingCentral Inc.、Talkdesk、Twilio Inc.、Vocalcom 和 Vonage 等。

挑戰與機會：對資料保護、遵守法規以及可靠網路存取的必要性的擔憂正在影響基於雲端的聯絡中心市場收入。然而，對高級分析的需求不斷成長、與客戶關係管理 (CRM) 系統的整合功能以及中小型企業 (SME) 向基於雲端的解決方案的日益轉變帶來了機會。

基於雲端的聯絡中心市場趨勢：

增強使用者體驗和個人化

現代個人透過各種平台進行快速、有效、個人化的溝通。基於雲端的聯絡中心利用人工智慧 (AI) 和機器學習 (ML) 等先進技術來分析使用者資訊並提供個人化互動。結合全通路功能可確保流暢的使用者體驗，無論是透過電話、電子郵件、聊天或社群媒體進行互動。基於雲端的聯絡中心透過提供可靠和一流的體驗來幫助組織與使用者建立更好的聯繫，從而在競爭激烈的市場中取得更大的成功。為了與基於雲端的聯絡中心市場的最新發展保持一致，2024 年 6 月，Five9 宣布擴展其 Service Cloud Voice 整合以整合 Salesforce Einstein，為客戶提供先進的 AI 驅動選項以增強體驗。這些新功能的目標是為代理商提供改進的用戶服務和聯絡中心管理工具，例如即時通話記錄和與 Einstein Conversation Insights 的整合。

成本效率和可擴展性

基於雲端的解決方案採用訂閱模式，降低資本支出並提供穩定的營運費用。這些解決方案可以透過增加或減少容量輕鬆適應業務需求，使組織能夠適應季節變化或擴張。此外，基於雲端的聯絡中心提供更快的部署和整合，減少停機時間並加快價值實現時間，這在現代商業環境中至關重要。基於雲端的聯絡中心使企業能夠提高營運效率，適應不斷變化的需求，並專注於提供卓越的服務，而無需昂貴的基礎設施投資，因為減少了財務障礙並提高了靈活性。 2024 年 5 月，一家歐洲機場和旅遊零售集團選擇 3CLogic 與 ServiceNow 的客戶服務管理 (CSM) 產品整合，使用人工智慧驅動的分析和聯絡中心解決方案改善營運工作流程和客戶互動。該組織做出此決定是為了集中流程、最大限度地減少手動任務並增強分析洞察力，以滿足乘客和內部客戶的複雜要求。

提高員工生產力和滿意度

企業越來越關注員工效率和滿意度，這支持了基於雲端的聯絡中心市場的成長。這些平台提供先進的工具和功能，簡化工作流程並減少手動任務，使代理商能夠專注於更複雜、更有效率的任務。自動呼叫分配、即時分析和人工智慧支援可提高生產力並幫助代理商提供一流的服務。此外，基於雲端的系統可以實現遠端工作等靈活的工作設置，從而有可能提高工作滿意度並改善工作與生活的平衡。創造一個支持性和高效的工作環境可以幫助企業提高員工士氣、降低離職率並提高生產力。基於雲端的聯絡中心使代理商能夠從任何地方存取必要的資訊和工具，確保統一性和靈活性。 2024 年 1 月，8x8 公佈了其雲端聯絡中心和統一通訊平台的更新，例如 AI 產生的會議後摘要、全通路體驗和生產力增強，旨在提升客戶和員工體驗。

基於雲端的聯絡中心市場區隔：

按組件細分：

  • 解決方案
  • 自動呼叫分配
  • 代理性能最佳化
  • 撥號器
  • 互動式語音應答
  • 電腦電話整合
  • 分析和報告
  • 服務
  • 專業服務
  • 託管服務

解決方案佔據大部分市場佔有率

該解決方案佔據了大部分市場佔有率，包括自動呼叫分配、代理性能最佳化、撥號器、互動式語音應答 (IVR)、電腦電話整合 (CTI) 以及分析和報告。該板塊因其廣泛的服務而脫穎而出，提高了用戶服務的效率和有效性。自動呼叫分配可確保高效率的呼叫路由、最大限度地減少等待時間並提高個人滿意度。代理性能最佳化工具監控並提高生產力。撥號器可自動撥出電話，提高效率。自動撥號器簡化了外撥電話，並提高了工作效率。 IVR 提供自助功能，無需代理參與即可解決典型查詢。 CTI 將電話系統與網路結合起來，提供客製化服務。分析和報告為基於資料的決策提供了資訊，使得這些工具對於當代呼叫中心至關重要。 2023 年 8 月，8x8 在其智慧客戶助理中推出了語音對話 AI 功能，擴大了聯絡中心客戶的自助服務選擇。這項改進使工作流程更加高效，並提供了快速部署選項以提高客戶滿意度。

依部署模式分類：

  • 公共雲端
  • 私有雲端
  • 混合雲端

公共雲端佔據產業最大佔有率

根據基於雲端的聯絡中心市場預測，公共雲端是市場領先的部分。公共雲端部署具有可負擔性、靈活性和便利性等主要優勢。公司更喜歡使用公有雲解決方案，因為他們可以根據需求快速增加或減少容量，而無需在硬體和基礎設施上進行大量的初始投資。此外，希望改善用戶服務營運的組織可以受益於公有雲端服務的強大安全功能和認證產品，這使其成為理想的選擇。領先的雲端服務供應商不斷創新，確保聯絡中心靈活、可靠且能回應市場需求，推動公有雲模式的廣泛採用。

按組織規模分類：

  • 中小企業
  • 大型企業

大型企業代表領先的細分市場

大型企業憑藉其廣泛的用戶範圍和複雜的營運需求，在基於雲端的聯絡中心市場前景中佔據主導地位。這些組織從基於雲端的聯絡中心解決方案的先進功能中受益匪淺，這些解決方案提供可擴展性、與現有系統的整合以及強大的資料分析功能。大型企業經常會有各種各樣的活動，需要一個適應性強、可靠的通訊網路來處理大量的各種管道上使用者互動。基於雲端的解決方案非常有價值，因為它們能夠提供個人化的個人服務，提高代理商的效能，並透過自動呼叫分配和互動式語音應答等功能簡化操作。 2024 年 6 月，Endress+Hauser 選擇 Contact Center 進行 Service Cloud Voice，以改善個人連結並提高效率。該解決方案與 Salesforce CRM 相連，為國際公司提供全平台的自動化、智慧呼叫引導和個人化互動。

依最終用途行業分類：

  • 金融服務業
  • 資訊科技和電信
  • 媒體和娛樂
  • 零售
  • 物流與運輸
  • 衛生保健
  • 其他

IT 和電信業引領市場，佔據最大的基於雲端的聯絡中心市場佔有率

由於對可靠且可擴展的用戶服務解決方案的強烈需求，IT 和電信佔據了最大的市場佔有率。該行業嚴重依賴基於雲端的聯絡中心來處理廣泛而複雜的個人互動，保證不間斷的服務，並及時解決技術問題。結合人工智慧和機器學習等先進技術可以提高服務客製化和效率，這對於 IT 和電信公司維護用戶滿意度和忠誠度至關重要。此外，業界的快速創新和定期更新需要靈活且適應性強的通訊系統，而基於雲端的聯絡中心是完美的選擇。

按地區分類：

  • 北美洲
  • 美國
  • 加拿大
  • 亞太
  • 中國
  • 日本
  • 印度
  • 韓國
  • 澳洲
  • 印尼
  • 其他
  • 歐洲
  • 德國
  • 法國
  • 英國
  • 義大利
  • 西班牙
  • 俄羅斯
  • 其他
  • 拉丁美洲
  • 巴西
  • 墨西哥
  • 其他
  • 中東和非洲

北美在市場上佔據明顯主導地位

該報告還對所有主要區域市場進行了全面的分析，包括北美（美國和加拿大）；亞太地區（中國、日本、印度、韓國、澳洲、印尼等）；歐洲（德國、法國、英國、義大利、西班牙、俄羅斯等）；拉丁美洲（巴西、墨西哥等）；以及中東和非洲。根據報告，北美是雲端聯絡中心最大的區域市場。

北美憑藉其先進的技術和廣泛使用的雲端服務引領市場。強勁的經濟和對用戶服務技術的大量投資正在推動基於雲端的聯絡中心的需求。北美企業重視提高個人體驗和營運效率，這使他們成為首批採用基於雲端的平台中的人工智慧、機器學習和分析等尖端技術的企業之一。此外，主要市場參與者的存在和高度集中的技術型企業也促進了市場的成長。該地區也利用有利的監管條件，促進尖端雲端服務的實施，確保強力的安全和合規措施。 2024年3月，專注於數位通訊技術的美國跨國公司思科擴大了其在Webex雲端客戶體驗解決方案中的產品範圍，為聯絡中心以外的員工推出了Webex客戶體驗基礎版，並改進了Webex聯絡中心的AI功能，從而改善了用戶互動和代理體驗。

競爭格局：

市場研究報告也對市場競爭格局進行了全面的分析。也提供了所有主要公司的詳細資料。該行業的一些主要市場參與者包括 3CLogic、8x8 Inc.、Avaya Inc.、Cisco Systems Inc.、Content Guru Limited、Five9 Inc.、Genesys、NICE Ltd.、RingCentral Inc.、Talkdesk、Twilio Inc.、Vocalcom 和 Vonage。

本報告回答的關鍵問題

  • 2024 年全球雲端聯絡中心市場規模是多少
  • 2025 年至 2033 年期間全球雲端聯絡中心市場的預期成長率是多少
  • 推動全球雲端聯絡中心市場的關鍵因素有哪些
  • COVID-19 對全球雲端聯絡中心市場有何影響
  • 根據組件，全球基於雲端的聯絡中心市場如何分類
  • 根據部署模式，全球雲端聯絡中心市場如何分類
  • 根據組織規模，全球基於雲端的聯絡中心市場如何分類
  • 根據最終用途產業，全球基於雲端的聯絡中心市場如何分類
  • 全球雲端聯絡中心市場的主要區域有哪些
  • 10.全球雲端聯絡中心市場的主要參與者/公司有哪些？

本報告回答的關鍵問題

  • 2024 年全球基於雲端的聯絡中心市場規模？ 2025 年至 2033 年期間全球基於雲端的聯絡中心市場的預期成長率為何？
  • 推動全球雲端聯絡中心市場發展的關鍵因素有哪些？
  • COVID-19 對全球基於雲端的聯絡中心市場有何影響？
  • 根據組件，全球基於雲端的聯絡中心市場是如何分類的？
  • 根據部署模式，全球雲端聯絡中心市場如何分類？
  • 根據組織規模，全球基於雲端的聯絡中心市場是如何分類的？
  • 根據最終用途產業，全球基於雲端的聯絡中心市場是如何分佈的？
  • 全球雲端聯絡中心市場的主要區域有哪些？
  • 全球雲端聯絡中心市場的主要參與者/公司有哪些？

目錄

第1章：前言

第2章：範圍與方法

  • 研究目標
  • 利害關係人
  • 資料來源
    • 主要來源
    • 次要來源
  • 市場評估
    • 自下而上的方法
    • 自上而下的方法
  • 預測方法

第3章：執行摘要

第4章：簡介

  • 概述
  • 主要行業趨勢

第5章：全球雲端聯絡中心市場

  • 市場概覽
  • 市場表現
  • COVID-19的影響
  • 市場預測

第6章：市場細分：按組成部分

  • 解決方案
    • 關鍵部分
      • 自動呼叫分配
      • 代理性能最佳化
      • 撥號器
      • 互動式語音應答
      • 電腦電話整合
      • 分析和報告
  • 服務
    • 關鍵部分
      • 專業服務
      • 託管服務

第7章：市場區隔：依部署模式

  • 公共雲端
  • 私有雲端
  • 混合雲端

第8章：市場區隔：依組織規模

  • 中小企業
  • 大型企業

第9章：市場區隔：依最終用途產業

  • 金融服務業
  • 資訊科技和電信
  • 媒體和娛樂
  • 零售
  • 物流與運輸
  • 衛生保健
  • 其他

第10章：市場細分：按地區

  • 北美洲
    • 美國
    • 加拿大
  • 亞太
    • 中國
    • 日本
    • 印度
    • 韓國
    • 澳洲
    • 印尼
    • 其他
  • 歐洲
    • 德國
    • 法國
    • 英國
    • 義大利
    • 西班牙
    • 俄羅斯
    • 其他
  • 拉丁美洲
    • 巴西
    • 墨西哥
    • 其他
  • 中東和非洲
    • 市場區隔：依國家

第 11 章：SWOT 分析

  • 概述
  • 優勢
  • 弱點
  • 機會
  • 威脅

第 12 章：價值鏈分析

第 13 章：波特五力分析

  • 概述
  • 買家的議價能力
  • 供應商的議價能力
  • 競爭程度
  • 新進入者的威脅
  • 替代品的威脅

第 14 章：價格分析

第 15 章：競爭格局

  • 市場結構
  • 關鍵參與者
  • 關鍵參與者簡介
    • 3CLogic
    • 8x8 Inc.
    • Avaya Inc.
    • Cisco Systems Inc.
    • Content Guru Limited
    • Five9 Inc.
    • Genesys
    • NICE Ltd.
    • RingCentral Inc.
    • Talkdesk
    • Twilio Inc.
    • Vocalcom
    • Vonage
Product Code: SR112025A5265

The global cloud-based contact center market size reached USD 32.8 Billion in 2024. Looking forward, IMARC Group expects the market to reach USD 162.5 Billion by 2033, exhibiting a growth rate (CAGR) of 19.5% during 2025-2033. The growing demand for scalable user service solutions, advancements in cloud technology, cost-efficiency, and enhanced flexibility, rising adoption of remote working model, and increasing popularity of omnichannel communication platforms are some of the factors impelling the market growth.

Cloud-based Contact Center Market Analysis:

Major Market Drivers: The market is experiencing robust growth because of increasing demand for remote work options, improved user satisfaction, and the versatility provided by cloud-based solutions.

Key Market Trends: The incorporation of artificial intelligence (AI) and machine learning (ML) to improve user service automation and customization. Additionally, omnichannel communication platforms are becoming more popular, offering smooth user interactions across channels, such as voice, email, chat, and social media.

Geographical Trends: North America dominates the market owing to advanced technological infrastructure and early adoption of cloud services.

Competitive Landscape: Some of the major market players in the industry include 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom and Vonage, among many others.

Challenges and Opportunities: Concerns about data protection, adhering to regulations, and the necessity for dependable internet access are influencing the cloud-based contact center market revenue. However, opportunities from the rising need for advanced analytics, integration features with customer relationship management (CRM) systems and the growing shift towards cloud-based solutions in small and medium-sized enterprises (SMEs).

Cloud-based Contact Center Market Trends:

Enhanced User Experience and Personalization

Modern individuals engage in quick, effective, and customized communication through various platforms. Cloud-based contact centers utilize advanced technologies like artificial intelligence (AI) and machine learning (ML) to analyze user information and provide personalized interactions. Incorporating omnichannel functionalities guarantees a smooth user experience, regardless of whether the engagement takes place through phone, email, chat, or social media. Cloud-based contact centers assist organizations in creating better connections with users by offering reliable and top-notch experiences, leading to increased success in a competitive market. In line with the cloud-based contact center market recent developments, in June 2024, Five9 revealed an expansion of its Service Cloud Voice integration to incorporate Salesforce Einstein, providing clients with advanced AI-driven options to enhance experiences. The goal of these new features is to give agents improved tools for user service and contact center management, such as real-time call transcriptions and integration with Einstein Conversation Insights.

Cost Efficiency and Scalability

Cloud-based solutions work on a subscription model, lowering capital spending and providing consistent operating expenses. These solutions can easily adjust to business demands by increasing or decreasing capacity, enabling organizations to adapt to seasonal changes or expansion. Additionally, cloud-based contact centers provide quicker deployment and integration, reducing downtime and speeding up time-to-value, which is essential in the modern business environment. Cloud-based contact centers enable businesses to enhance operational efficiency, adapt to changing demands, and focus on delivering exceptional service without expensive infrastructure investments due to reduced financial barriers and greater flexibility. In May 2024, 3CLogic was chosen by a European airport and travel retail group to integrate with ServiceNow's customer service management (CSM) product, improving operational workflows and client interactions using AI-driven analytics and contact center solutions. The organization made this decision to centralize processes, minimize manual tasks, and enhance analytical insights in order to address the intricate requirements of its passengers and internal clients.

Enhanced Employee Productivity and Satisfaction

The rising focus on employee efficiency and satisfaction among organizations is supporting the cloud-based contact center market growth. These platforms provide sophisticated tools and functionalities that simplify workflows and decrease manual duties, enabling agents to concentrate on more intricate and productive tasks. Automated call distribution, live analytics, and AI-driven support enhance productivity and aid agents in providing top-notch service. Moreover, cloud-based systems enable flexible work setups like working remotely, potentially resulting in increased job satisfaction and improved work-life balance. Creating a supportive and efficient work environment can help businesses improve employee morale, reduce turnover rates, and enhance productivity. Cloud-based contact centers enable agents to access necessary information and tools from anywhere, ensuring uniformity and flexibility. In January 2024, 8x8 revealed updates to its cloud contact center and unified communications platform, such as AI-produced post-meeting summaries, omnichannel experiences, and productivity enhancements, with the goal of enhancing client and employee experiences.

Cloud-based Contact Center Market Segmentation:

Breakup by Component:

  • Solution
  • Automatic Call Distribution
  • Agent Performance Optimization
  • Dialers
  • Interactive Voice Response
  • Computer Telephony Integration
  • Analytics and Reporting
  • Service
  • Professional Services
  • Managed Services

Solution accounts for the majority of the market share

Solution, which includes automatic call distribution, agent performance optimization, dialers, interactive voice response (IVR), computer telephony integration (CTI), and analytics and reporting, accounts for the majority of the market share. This section stands out because of its wide range of services that improve the efficiency and effectiveness of user service. Automatic call distribution guarantees efficient call routing, minimizing hold times and enhancing individual satisfaction. Agent performance optimization tools monitor and improve productivity. Dialers automate outbound calls, increasing efficiency. Automated dialers streamline outbound calls, improving productivity. IVR offers self-help features, addressing typical inquiries without the need for agent involvement. CTI combines phone systems with networks to provide customized service. The analysis and reporting provide information for decision-making based on data, rendering these tools essential for contemporary call centers. In August 2023, 8x8 launched voice conversational AI features in its Intelligent Customer Assistant, broadening self-service choices for contact center clients. This improvement made workflows more efficient and provided quick deployment choices to enhance client satisfaction.

Breakup by Deployment Mode:

  • Public Cloud
  • Private Cloud
  • Hybrid Cloud

Public cloud holds the largest share of the industry

Public cloud is the leading segment in the market as per the cloud-based contact center market forecast. Public cloud deployment provides major benefits such as affordability, flexibility, and convenience. Companies prefer using public cloud solutions because they can quickly increase or decrease capacity according to the demand without requiring significant initial investments in hardware and infrastructure. Moreover, organizations looking to improve their user service operations can benefit from the strong security features and certification offerings of public cloud services, which make them a desirable choice. Leading cloud service providers continuously innovate, ensuring contact centers are flexible, reliable, and responsive to market needs, driving the widespread adoption of public cloud models.

Breakup by Organization Size:

  • Small and Medium-sized Enterprises
  • Large Enterprises

Large enterprises represent the leading market segment

Large enterprises lead the market as per the cloud-based contact center market outlook due to their wide range of users and intricate operational needs. These organizations benefit significantly from the advanced capabilities of cloud-based contact center solutions, which offer scalability, integration with existing systems, and robust data analytics. Large enterprises frequently have various and extensive activities, requiring an adaptable and dependable communication network that can handle large amounts of user engagements on various channels. Cloud-based solutions are highly valuable for their ability to offer personalized individual service, improve agent performance, and streamline operations with features like automatic call distribution and interactive voice response. In June 2024, Endress+Hauser chose Vonage Contact Center for Service Cloud Voice to improve individual connections and increase efficiency. This solution is connected to Salesforce CRM, offering automation, smart call directing, and personalized interactions on all platforms for the international corporation.

Breakup by End Use Industry:

  • BFSI
  • IT and Telecom
  • Media and Entertainment
  • Retail
  • Logistics and Transport
  • Healthcare
  • Others

IT and telecom lead the market, accounting for the largest cloud-based contact center market share

IT and telecom hold the biggest market share owing to the strong need for reliable and scalable user service solutions. This sector heavily depends on cloud-based contact centers to handle extensive and complex individual interactions, guarantee uninterrupted service, and promptly resolve technical issues. Incorporating advanced technology like AI and ML improves service customization and effectiveness, crucial for IT and telecom firms to uphold user satisfaction and loyalty. Moreover, the fast rate of innovation and regular updates in the industry require communication systems that are flexible and adaptive, making cloud-based contact centers a perfect match.

Breakup by Region:

  • North America
  • United States
  • Canada
  • Asia-Pacific
  • China
  • Japan
  • India
  • South Korea
  • Australia
  • Indonesia
  • Others
  • Europe
  • Germany
  • France
  • United Kingdom
  • Italy
  • Spain
  • Russia
  • Others
  • Latin America
  • Brazil
  • Mexico
  • Others
  • Middle East and Africa

North America exhibits a clear dominance in the market

The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America represents the largest regional market for cloud-based contact center.

North America leads the market because of its advanced technology and widespread use of cloud services. The strong economy and substantial investment in user service technologies are driving the cloud-based contact center demand. North American businesses give importance to improving individual experience and operational efficiency, leading them to be among the first to embrace cutting-edge technologies, such as AI, ML, and analytics within cloud-based platforms. Furthermore, the presence of major market players and a high concentration of tech-savvy businesses are contributing to the market growth. The area also takes advantage of beneficial regulatory conditions that promote the implementation of cutting-edge cloud services, guaranteeing strong security and compliance measures. In March 2024, Cisco, a multinational American company specializing in digital communications technology, broadened its offerings in Webex cloud customer experience solutions by launching Webex Customer Experience Essentials for employees outside of contact centers and improving AI features in Webex Contact Center, resulting in better user interaction and agent experiences.

Competitive Landscape:

The market research report has also provided a comprehensive analysis of the competitive landscape in the market. Detailed profiles of all major companies have also been provided. Some of the major market players in the industry include 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom and Vonage.

Key Questions Answered in This Report

  • 1.What was the size of the global cloud-based contact center market in 2024?
  • 2.What is the expected growth rate of the global cloud-based contact center market during 2025-2033?
  • 3.What are the key factors driving the global cloud-based contact center market?
  • 4.What has been the impact of COVID-19 on the global cloud-based contact center market?
  • 5.What is the breakup of the global cloud-based contact center market based on the component?
  • 6.What is the breakup of the global cloud-based contact center market based on the deployment mode?
  • 7.What is the breakup of the global cloud-based contact center market based on the organization size?
  • 8.What is the breakup of the global cloud-based contact center market based on the end use industry?
  • 9.What are the key regions in the global cloud-based contact center market?
  • 10.Who are the key players/companies in the global cloud-based contact center market?

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

  • 4.1 Overview
  • 4.2 Key Industry Trends

5 Global Cloud-based Contact Center Market

  • 5.1 Market Overview
  • 5.2 Market Performance
  • 5.3 Impact of COVID-19
  • 5.4 Market Forecast

6 Market Breakup by Component

  • 6.1 Solution
    • 6.1.1 Market Trends
    • 6.1.2 Key Segments
      • 6.1.2.1 Automatic Call Distribution
      • 6.1.2.2 Agent Performance Optimization
      • 6.1.2.3 Dialers
      • 6.1.2.4 Interactive Voice Response
      • 6.1.2.5 Computer Telephony Integration
      • 6.1.2.6 Analytics and Reporting
    • 6.1.3 Market Forecast
  • 6.2 Service
    • 6.2.1 Market Trends
    • 6.2.2 Key Segments
      • 6.2.2.1 Professional Services
      • 6.2.2.2 Managed Services
    • 6.2.3 Market Forecast

7 Market Breakup by Deployment Mode

  • 7.1 Public Cloud
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2 Private Cloud
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast
  • 7.3 Hybrid Cloud
    • 7.3.1 Market Trends
    • 7.3.2 Market Forecast

8 Market Breakup by Organization Size

  • 8.1 Small and Medium-sized Enterprises
    • 8.1.1 Market Trends
    • 8.1.2 Market Forecast
  • 8.2 Large Enterprises
    • 8.2.1 Market Trends
    • 8.2.2 Market Forecast

9 Market Breakup by End Use Industry

  • 9.1 BFSI
    • 9.1.1 Market Trends
    • 9.1.2 Market Forecast
  • 9.2 IT and Telecom
    • 9.2.1 Market Trends
    • 9.2.2 Market Forecast
  • 9.3 Media and Entertainment
    • 9.3.1 Market Trends
    • 9.3.2 Market Forecast
  • 9.4 Retail
    • 9.4.1 Market Trends
    • 9.4.2 Market Forecast
  • 9.5 Logistics and Transport
    • 9.5.1 Market Trends
    • 9.5.2 Market Forecast
  • 9.6 Healthcare
    • 9.6.1 Market Trends
    • 9.6.2 Market Forecast
  • 9.7 Others
    • 9.7.1 Market Trends
    • 9.7.2 Market Forecast

10 Market Breakup by Region

  • 10.1 North America
    • 10.1.1 United States
      • 10.1.1.1 Market Trends
      • 10.1.1.2 Market Forecast
    • 10.1.2 Canada
      • 10.1.2.1 Market Trends
      • 10.1.2.2 Market Forecast
  • 10.2 Asia-Pacific
    • 10.2.1 China
      • 10.2.1.1 Market Trends
      • 10.2.1.2 Market Forecast
    • 10.2.2 Japan
      • 10.2.2.1 Market Trends
      • 10.2.2.2 Market Forecast
    • 10.2.3 India
      • 10.2.3.1 Market Trends
      • 10.2.3.2 Market Forecast
    • 10.2.4 South Korea
      • 10.2.4.1 Market Trends
      • 10.2.4.2 Market Forecast
    • 10.2.5 Australia
      • 10.2.5.1 Market Trends
      • 10.2.5.2 Market Forecast
    • 10.2.6 Indonesia
      • 10.2.6.1 Market Trends
      • 10.2.6.2 Market Forecast
    • 10.2.7 Others
      • 10.2.7.1 Market Trends
      • 10.2.7.2 Market Forecast
  • 10.3 Europe
    • 10.3.1 Germany
      • 10.3.1.1 Market Trends
      • 10.3.1.2 Market Forecast
    • 10.3.2 France
      • 10.3.2.1 Market Trends
      • 10.3.2.2 Market Forecast
    • 10.3.3 United Kingdom
      • 10.3.3.1 Market Trends
      • 10.3.3.2 Market Forecast
    • 10.3.4 Italy
      • 10.3.4.1 Market Trends
      • 10.3.4.2 Market Forecast
    • 10.3.5 Spain
      • 10.3.5.1 Market Trends
      • 10.3.5.2 Market Forecast
    • 10.3.6 Russia
      • 10.3.6.1 Market Trends
      • 10.3.6.2 Market Forecast
    • 10.3.7 Others
      • 10.3.7.1 Market Trends
      • 10.3.7.2 Market Forecast
  • 10.4 Latin America
    • 10.4.1 Brazil
      • 10.4.1.1 Market Trends
      • 10.4.1.2 Market Forecast
    • 10.4.2 Mexico
      • 10.4.2.1 Market Trends
      • 10.4.2.2 Market Forecast
    • 10.4.3 Others
      • 10.4.3.1 Market Trends
      • 10.4.3.2 Market Forecast
  • 10.5 Middle East and Africa
    • 10.5.1 Market Trends
    • 10.5.2 Market Breakup by Country
    • 10.5.3 Market Forecast

11 SWOT Analysis

  • 11.1 Overview
  • 11.2 Strengths
  • 11.3 Weaknesses
  • 11.4 Opportunities
  • 11.5 Threats

12 Value Chain Analysis

13 Porters Five Forces Analysis

  • 13.1 Overview
  • 13.2 Bargaining Power of Buyers
  • 13.3 Bargaining Power of Suppliers
  • 13.4 Degree of Competition
  • 13.5 Threat of New Entrants
  • 13.6 Threat of Substitutes

14 Price Analysis

15 Competitive Landscape

  • 15.1 Market Structure
  • 15.2 Key Players
  • 15.3 Profiles of Key Players
    • 15.3.1 3CLogic
      • 15.3.1.1 Company Overview
      • 15.3.1.2 Product Portfolio
    • 15.3.2 8x8 Inc.
      • 15.3.2.1 Company Overview
      • 15.3.2.2 Product Portfolio
    • 15.3.3 Avaya Inc.
      • 15.3.3.1 Company Overview
      • 15.3.3.2 Product Portfolio
    • 15.3.4 Cisco Systems Inc.
      • 15.3.4.1 Company Overview
      • 15.3.4.2 Product Portfolio
      • 15.3.4.3 Financials
      • 15.3.4.4 SWOT Analysis
    • 15.3.5 Content Guru Limited
      • 15.3.5.1 Company Overview
      • 15.3.5.2 Product Portfolio
    • 15.3.6 Five9 Inc.
      • 15.3.6.1 Company Overview
      • 15.3.6.2 Product Portfolio
      • 15.3.6.3 Financials
    • 15.3.7 Genesys
      • 15.3.7.1 Company Overview
      • 15.3.7.2 Product Portfolio
    • 15.3.8 NICE Ltd.
      • 15.3.8.1 Company Overview
      • 15.3.8.2 Product Portfolio
    • 15.3.9 RingCentral Inc.
      • 15.3.9.1 Company Overview
      • 15.3.9.2 Product Portfolio
      • 15.3.9.3 Financials
    • 15.3.10 Talkdesk
      • 15.3.10.1 Company Overview
      • 15.3.10.2 Product Portfolio
    • 15.3.11 Twilio Inc.
      • 15.3.11.1 Company Overview
      • 15.3.11.2 Product Portfolio
    • 15.3.12 Vocalcom
      • 15.3.12.1 Company Overview
      • 15.3.12.2 Product Portfolio
    • 15.3.13 Vonage
      • 15.3.13.1 Company Overview
      • 15.3.13.2 Product Portfolio
      • 15.3.13.3 Financials
      • 15.3.13.4 SWOT Analysis

List of Figures

  • Figure 1: Global: Cloud-based Contact Center Market: Major Drivers and Challenges
  • Figure 2: Global: Cloud-based Contact Center Market: Sales Value (in Billion USD), 2019-2024
  • Figure 3: Global: Cloud-based Contact Center Market Forecast: Sales Value (in Billion USD), 2025-2033
  • Figure 4: Global: Cloud-based Contact Center Market: Breakup by Component (in %), 2024
  • Figure 5: Global: Cloud-based Contact Center Market: Breakup by Deployment Mode (in %), 2024
  • Figure 6: Global: Cloud-based Contact Center Market: Breakup by Organization Size (in %), 2024
  • Figure 7: Global: Cloud-based Contact Center Market: Breakup by End Use Industry (in %), 2024
  • Figure 8: Global: Cloud-based Contact Center Market: Breakup by Region (in %), 2024
  • Figure 9: Global: Cloud-based Contact Center (Solution) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 10: Global: Cloud-based Contact Center (Solution) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 11: Global: Cloud-based Contact Center (Service) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 12: Global: Cloud-based Contact Center (Service) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 13: Global: Cloud-based Contact Center (Public Cloud) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 14: Global: Cloud-based Contact Center (Public Cloud) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 15: Global: Cloud-based Contact Center (Private Cloud) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 16: Global: Cloud-based Contact Center (Private Cloud) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 17: Global: Cloud-based Contact Center (Hybrid Cloud) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 18: Global: Cloud-based Contact Center (Hybrid Cloud) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 19: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 20: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 21: Global: Cloud-based Contact Center (Large Enterprises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 22: Global: Cloud-based Contact Center (Large Enterprises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 23: Global: Cloud-based Contact Center (BFSI) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 24: Global: Cloud-based Contact Center (BFSI) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 25: Global: Cloud-based Contact Center (IT and Telecom) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 26: Global: Cloud-based Contact Center (IT and Telecom) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 27: Global: Cloud-based Contact Center (Media and Entertainment) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 28: Global: Cloud-based Contact Center (Media and Entertainment) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 29: Global: Cloud-based Contact Center (Retail) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 30: Global: Cloud-based Contact Center (Retail) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 31: Global: Cloud-based Contact Center (Logistics and Transport) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 32: Global: Cloud-based Contact Center (Logistics and Transport) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 33: Global: Cloud-based Contact Center (Healthcare) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 34: Global: Cloud-based Contact Center (Healthcare) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 35: Global: Cloud-based Contact Center (Other End Use Industries) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 36: Global: Cloud-based Contact Center (Other End Use Industries) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 37: North America: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 38: North America: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 39: United States: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 40: United States: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 41: Canada: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 42: Canada: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 43: Asia-Pacific: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 44: Asia-Pacific: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 45: China: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 46: China: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 47: Japan: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 48: Japan: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 49: India: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 50: India: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 51: South Korea: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 52: South Korea: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 53: Australia: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 54: Australia: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 55: Indonesia: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 56: Indonesia: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 57: Others: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 58: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 59: Europe: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 60: Europe: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 61: Germany: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 62: Germany: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 63: France: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 64: France: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 65: United Kingdom: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 66: United Kingdom: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 67: Italy: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 68: Italy: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 69: Spain: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 70: Spain: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 71: Russia: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 72: Russia: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 73: Others: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 74: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 75: Latin America: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 76: Latin America: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 77: Brazil: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 78: Brazil: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 79: Mexico: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 80: Mexico: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 81: Others: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 82: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 83: Middle East and Africa: Cloud-based Contact Center Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 84: Middle East and Africa: Cloud-based Contact Center Market: Breakup by Country (in %), 2024
  • Figure 85: Middle East and Africa: Cloud-based Contact Center Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 86: Global: Cloud-based Contact Center Industry: SWOT Analysis
  • Figure 87: Global: Cloud-based Contact Center Industry: Value Chain Analysis
  • Figure 88: Global: Cloud-based Contact Center Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: Cloud-based Contact Center Market: Key Industry Highlights, 2024 and 2033
  • Table 2: Global: Cloud-based Contact Center Market Forecast: Breakup by Component (in Million USD), 2025-2033
  • Table 3: Global: Cloud-based Contact Center Market Forecast: Breakup by Deployment Mode (in Million USD), 2025-2033
  • Table 4: Global: Cloud-based Contact Center Market Forecast: Breakup by Organization Size (in Million USD), 2025-2033
  • Table 5: Global: Cloud-based Contact Center Market Forecast: Breakup by End Use Industry (in Million USD), 2025-2033
  • Table 6: Global: Cloud-based Contact Center Market Forecast: Breakup by Region (in Million USD), 2025-2033
  • Table 7: Global: Cloud-based Contact Center Market: Competitive Structure
  • Table 8: Global: Cloud-based Contact Center Market: Key Players