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1262030

基於雲的聯絡中心市場 - 全球行業規模、份額、趨勢、機會和預測，2018-2028 年按競爭對手、部署、組織規模、最終用戶、地區和競爭對手分類

Cloud-based Contact Center Market- Global Industry Size, Share, Trends, Opportunity, and Forecast. 2018-2028 Segmented By Component, By Deployment, By Organization Size, By End-User, By Region, By Competition
出版日期: | 出版商: TechSci Research | 英文 118 Pages | 商品交期: 2-3個工作天內

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簡介目錄

全球基於雲的聯絡中心市場預計將在 2022 年至 2028 年的預測期內實現強勁增長。 商業和企業等垂直行業的客戶需求、合作夥伴關係、應用趨勢以及針對當前市場開發新功能的需求正在推動基於雲的聯絡中心的創新。 降低成本是影響雲聯絡中心增長的主要因素之一。 此外，簡化的程序可以更快地實現業務價值，更輕鬆地進行分銷管理，為公司提供更大的靈活性和更低的成本，因此預計市場規模在預測期內將快速增長。

遠程聯絡中心市場的發展帶動了市場

在全球基於雲的聯絡中心市場，行業參與者越來越熟悉聯絡中心即服務的概念。 基於雲的聯絡中心公司的創新聯絡中心技術即服務，具有團隊聊天和視頻等協作選項，可幫助他們有效地管理遠程團隊。 特別是在冠狀病毒爆發期間，聯絡中心即服務有助於最大限度地降低擁有成本、減少停機時間並確保業務連續性。 發現雲通信服務和系統集成服務可實現多渠□□道通信，預計這種技術擴展將在預測期內提振市場。

在基於雲的聯絡中心市場採用 AL/ML 和 CCaaS

進入全球基於雲的聯絡中心市場的公司都在關注 CCaaS（聯絡中心即服務）的概念。 在美國上市的 RingCentral, Inc. 是一家為企業提供基於雲的通信和合作夥伴解決方案的提供商，該公司推出了一種 CCaaS 解決方案，有助於減少前期投資和 IT 人員。

借助團隊聊天和視頻等協作選項，基於雲的聯絡中心市場中新興的 CCaaS 技術正在幫助高效管理遠程團隊。 在 COVID-19 爆發期間，CCaaS 技術可以幫助降低擁有成本、提高性能並確保業務連續性。 統一通信即服務 (UCaaS) 和雲通信即服務 (CCaaS) 已證明多通道連接是可行的。

在零售行業，專注於全渠道雲連接的 Amazon Connect 正迅速成為零售行業虛擬聯絡中心的標準。 這種溝通使得以合理的價格提供優質的客戶服務成為可能。 零售聯絡中心越來越需要定制的、動態的和自然的服務。 人工智能 (AI) 和機器學習 (ML) 技術被用於自動化交互、檢測用戶情緒和驗證呼叫者身份以增強客戶服務。 由於 AI（人工智能）和機器學習利用的最新趨勢，預計基於雲的聯絡中心市場在未來將經歷強勁增長。

約束

事實證明，託管基於雲的聯絡中心是一項巨大的開支。 為了確定業務運營的可持續性，市場參與者為突發事件做準備並評估與業務模型相關的風險和回報。

營銷人員

基於雲的聯絡中心市場的主要市場參與者是：Aspect Software, Inc、BT GROUP PLC、Cisco Systems, Inc、Connect First, Inc、Evolve IP LLC、Five9, Inc 、Genesys、Liveops, Inc、Mitel Networks Corporation、NewVoiceMedia Limited。

近期發展

  • Five9 和 CANCOM SE 於 2021 年 3 月簽署了一項戰略協議，以擴展聯絡中心業務的組成部分並利用基於雲的智能聯絡中心“Five9”的可擴展性。
  • 2021 年 2 月，Orange Business Services 與國際工程服務公司 Kone Corporation 合作，共同打造雲端聯絡中心基礎設施。
  • 2020 年 5 月，Genesis Communication Laboratory Co., Ltd. 與 Maximus Co., Ltd. 結成合作夥伴關係，為政府機構構建基於雲的聯絡中心平台。

可自定義

根據市場數據，TechSci Research 根據公司的具體需求提供定制服務。 該報告可以定制為：

公司信息

  • 對其他市場參與者（最多 5 家公司）進行深入分析和概況分析

內容

第一章服務概述

  • 市場定義
  • 市場範圍
  • 目標市場
  • 研究目標年份
  • 主要市場細分

第二章研究方法論

  • 調查目的
  • 基線調查方法
  • 主要行業合作夥伴
  • 主要協會和次要信息
  • 調查方法
  • 數據三角測量和驗證
  • 假設和限制

第 3 章 COVID-19 對全球基於雲的聯絡中心市場的影響

第 4 章執行摘要

第五章VOC（客戶之聲）

  • 品牌認知度和品牌回想度
  • 選擇供應商時的注意事項
  • 客戶滿意度
  • 主要問題

第6章全球基於雲的聯絡中心市場展望

  • 市場規模和預測
    • 按金額
  • 市場份額和預測
    • 按組件（解決方案、服務）
    • 按部署（公共、私有、混合）
    • 按組織規模（小型、中型和大型組織）
    • 最終用戶（電信/信息技術、BFSI、醫療保健、零售、政府、製造業、銀行/金融服務、保險）
    • 按地區
  • 按公司分類（2022 年）
  • 市場地圖

第 7 章北美基於雲的聯絡中心市場展望

  • 市場規模和預測
    • 按金額
  • 市場份額和預測
    • 按組件
    • 通過部署
    • 按組織規模
    • 最終用戶
    • 按國家
  • 北美：國家/地區分析
    • 美國
    • 加拿大
    • 墨西哥

第 8 章亞太地區基於雲的聯絡中心的市場展望

  • 市場規模和預測
    • 按金額
  • 市場份額和預測
    • 按組件
    • 通過部署
    • 按組織規模
    • 最終用戶
    • 按國家
  • 亞太地區：國家/地區分析
    • 中國
    • 印度
    • 日本
    • 韓國
    • 澳大利亞
    • 新加坡
    • 馬來西亞

第9章歐洲基於雲的聯絡中心市場展望

  • 市場規模和預測
    • 按金額
  • 市場份額和預測
    • 按組件
    • 通過部署
    • 按組織規模
    • 最終用戶
    • 按國家
  • 歐洲：國家分析
    • 德國
    • 英國
    • 法國
    • 俄羅斯
    • 西班牙
    • 波蘭
    • 意大利
    • 丹麥

第 10 章南美洲基於雲的聯絡中心的市場展望

  • 市場規模和預測
    • 按金額
  • 市場份額和預測
    • 按組件
    • 通過部署
    • 按組織規模
    • 最終用戶
    • 按國家
  • 南美洲：國家分析
    • 巴西
    • 阿根廷
    • 哥倫比亞
    • 秘魯
    • 智利

第 11 章中東和非洲基於雲的聯絡中心市場展望

  • 市場規模和預測
    • 按金額
  • 市場份額和預測
    • 按組件
    • 通過部署
    • 按組織規模
    • 最終用戶
    • 按國家
  • 中東和非洲：國家分析
    • 沙特阿拉伯
    • 南非
    • 阿聯酋
    • 以色列
    • 埃及

第 12 章市場動態

  • 司機
    • 引入遠程聯絡中心
    • 多渠道通信技術
    • 增加對雲、社交媒體和分析技術的使用
  • 任務
    • 安裝成本高
    • 基於雲的聯絡中心具有強大的結構

第13章市場趨勢與發展

  • 在聯絡中心引入機器學習/人工智能
  • 關注 CCaaS（聯絡中心即服務）
  • 團隊聊天和視頻會議等協作選項的演變
  • CCaaS 解決方案有助於減少初始投資並減少 IT 人員
  • 定制、動態和自然的服務

第14章公司簡介

  • Aspect Software, Inc
    • 業務概覽
    • 主要收入和財務信息（如果有）
    • 最近的發展
    • 主要人員
    • 主要產品/服務
  • BT GROUP PLC
    • 業務概覽
    • 主要收入和財務信息（如果有）
    • 最近的發展
    • 主要人員
    • 主要產品/服務
  • Cisco Systems, Inc
    • 業務概覽
    • 主要收入和財務信息（如果有）
    • 最近的發展
    • 主要人員
    • 主要產品/服務
  • Connect First Co., Ltd.
    • 業務概覽
    • 主要收入和財務信息（如果有）
    • 最近的發展
    • 主要人員
    • 主要產品/服務
  • Evolve IP LLC
    • 業務概覽
    • 主要收入和財務信息（如果有）
    • 最近的發展
    • 主要人員
    • 主要產品/服務
  • Five9, Inc
    • 業務概覽
    • 主要收入和財務信息（如果有）
    • 最近的發展
    • 主要人員
    • 主要產品/服務
  • Genesys
    • 業務概覽
    • 主要收入和財務信息（如果有）
    • 最近的發展
    • 主要人員
    • 主要產品/服務
  • Liveops, Inc
    • 業務概覽
    • 主要收入和財務信息（如果有）
    • 最近的發展
    • 主要人員
    • 主要產品/服務
  • Mitel Networks Corporation
    • 業務概覽
    • 主要收入和財務信息（如果有）
    • 最近的發展
    • 主要人員
    • 主要產品/服務
  • NewVoiceMedia Limited
    • 業務概覽
    • 主要收入和財務信息（如果有）
    • 最近的發展
    • 主要人員
    • 主要產品/服務

第 15 章戰略建議

  • 增加對基於雲的服務的消費
  • 多連接設備，專注於管理客戶端連接

第十六章關於研究公司/免責聲明

簡介目錄
Product Code: 14372

Global Cloud-based Contact Center Market is anticipated to grow at a robust pace during the forecast period 2022-2028. Customer needs, partnerships, application trends across vertical industries, including business and enterprise, and the need to develop new capabilities for the current market all contribute to the innovative nature of cloud-based contact centers. Cost reduction is one of the main factors influencing the growth of the cloud contact center. Additionally, streamlined procedures provide a rapid implementation of the business value, easier distribution management, increased company flexibility, and cost savings, due to which market size is expected to grow rapidly during the forecast period.

Development of Remote Contact Center Drive the Market

In the global cloud-based contact center market, industry players are becoming increasingly familiar with the concept of a contact center as a service. The cloud-based contact center company's innovative contact center as a service technology is aiding in effectively administering remote teams with collaboration options, including team chat and video. In particular, the contact center as a service solution helped during the coronavirus outbreak to minimize the cost of ownership, reduce downtime, and ensure business continuity. It has been discovered that cloud communications as a service and system integration as a service make multi-channel communication conceivable; due to this technological expansion market is expected to rise during the forecast period.

Cloud-based contact centers have made it possible to manage a remote contact center staff, eliminating the need for calls to an outside vendor. With cloud-based contact centers, agents can be deployed across the country with the goal of putting them closer to customers. Numerous companies are implementing work-from-home policies for employees to reduce costs, owing to which the market is expected to register a high CAGR during the forecast period. For instance, the Everest Group's research program claims that money saved on office space and other overheads can be used to hire local staff who can offer specific services. Additionally, hiring operate-from-home agents in the U.S. costs 5 to 10% less than hiring on-site specialists.

Contact centers have been developed to manage customer connections. The market would expand as multi-function devices are used more often to handle client connections. Modern technologies are used in contact centers to gather both inbound and outgoing calls. Emails, chats, and online queries have all experienced an increase in usage. Growing consumption of cloud, social media, and analytics technology by businesses can benefit a corporate success.

Adoption of AL/ML and CCaaS in Cloud-based Contact Center Market

Participants in the global cloud-based contact center market are paying attention to the idea of a contact center as a service (CCaaS). RingCentral, Inc. - the U.S. publicly traded supplier of cloud-based communications and partnership solutions for businesses, is being publicized for the CCaaS solutions that help to lower upfront investing and reduce I.T. staffing.

With collaboration options such as team chat and video, the new CCaaS technology in the cloud-based contact center marketplace is helping efficiently manage remote teams. During the COVID-19 pandemic, the CCaaS technology is supported to reduce ownership costs, improve performance, and ensure business continuity. Multi-channel connectivity has been proven possible via unified communications as a service (UCaaS) and cloud communications as a service (CCaaS).

In terms of retail, Amazon Connect, which mainly employs omnichannel cloud connectivity, is quickly becoming the standard for virtual contact centers in the retail industry. Offering great customer service at a reasonable price is made possible through this type of communication. In the retail contact center industry, there is an increasing need for customized, dynamic, and natural services. Artificial intelligence (AI) and machine learning (ML) technologies are used to automate exchanges, detect user emotions, and authenticate callers to enhance customer service. The latest trend of using AI (Artificial intelligence) and Machine learning Cloud-based contact center market is anticipated to rise with robust growth in the future.

Restraining Factors

Cloud-based contact center hosting has been demonstrated to be a major expense. To determine the sustainability of operating their business, market players are adopting contingencies and evaluating the risks and rewards related to their business models.

Market Segmentation

The Cloud-based Contact Center Market is segmented into components, end-user, deployment, and organization size. Based on components, the market is segmented into solutions and services. Based on deployment, the market is segmented into public, private, and hybrid. Based on the organization, the market is divided into size, small, medium, and large-sized organizations. Based on end-user, the market is segmented into telecom & information technology, BFSI, healthcare, retail, government, manufacturing, banking, financial services, and insurance.

Market player

The leading market players in the Cloud-based Contact Center Market are: Aspect Software, Inc, BT GROUP PLC, Cisco Systems, Inc, Connect First, Inc, Evolve IP LLC, Five9, Inc, Genesys, Liveops, Inc, Mitel Networks Corporation, NewVoiceMedia Limited.

Recent Developments

  • To expand the contact center component of its business and take advantage of the scalability of the Five9 intelligent cloud-based contact center, Five9 and CANCOM SE engaged in a strategic agreement in March 2021.
  • In February 2021, in order to move its cloud-based contact center infrastructure to the Cloud, Orange Business Service teamed with Kone Corporation, an international engineering and service firm.
  • Genesys Telecommunication Laboratories, Inc. and Maximus, Inc. joined up in May 2020 to create a cloud-based contact center platform for government agencies.

Report Scope

In this report, the Cloud-based Contact Center Market has been segmented into the following categories, in addition to the industry trends, which have also been detailed below:

Cloud-based Contact Center Market, By Component:

  • Solutions
  • Service

Cloud-based Contact Center Market, By Deployment:

  • Public
  • Private
  • Hybrid

Cloud-based Contact Center Market, By Organization Size:

  • SMEs
  • Large Enterprise

Cloud-based Contact Center Market, By End-User:

  • Small Sized Organization
  • Medium Sized Organization
  • Large Sized Organization

Cloud-based Contact Center Market, By Region:

  • North America
    • United States
    • Mexico
  • Asia-Pacific
    • India
    • Japan
    • South Korea
    • Australia
    • Singapore
    • Malaysia
    • China
  • Europe
    • Germany
    • United Kingdom
    • France
    • Italy
    • Spain
    • Poland
    • Denmark
  • South America
    • Brazil
    • Argentina
    • Colombia
    • Peru
    • Chile
  • Middle East
    • Saudi Arabia
    • South Africa
    • UAE
    • Iraq
    • Turkey

Competitive Landscape

Company Profiles: Detailed analysis of the major companies present in the Global Cloud-based Contact Center Market

Available Customizations

With the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

  • Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Service Overview

  • 1.1. Market Definition
  • 1.2. Scope of the Market
  • 1.3. Markets Covered
  • 1.4. Years Considered for Study
  • 1.5. Key Market Segmentations

2. Research Methodology

  • 2.1. Objective of the Study
  • 2.2. Baseline Methodology
  • 2.3. Key Industry Partners
  • 2.4. Major Association and Secondary Sources
  • 2.5. Forecasting Methodology
  • 2.6. Data Triangulation & Validation
  • 2.7. Assumptions and Limitations

3. Impact of COVID-19 on Global Cloud based Contact Center Market

4. Executive Summary

5. Voice of Customers

  • 5.1. Brand Awareness and Brand Recall
  • 5.2. Factors Considered While Selecting Vendors
  • 5.3. Client Satisfaction Level
  • 5.4. Major Challenges/Issues Faced

6. Global Cloud based Contact Center Market Outlook

  • 6.1. Market Size & Forecast
    • 6.1.1. By Value
  • 6.2. Market Share & Forecast
    • 6.2.1. By Component (Solutions and Service)
    • 6.2.2. By Deployment (Public, Private, and Hybrid)
    • 6.2.3. By Organization Size (Small, Medium, and Large Sized Organization)
    • 6.2.4. By End-User (Telecom & Information Technology, BFSI, Healthcare, Retail, Government, Manufacturing, Banking Financial Services, and Insurance)
    • 6.2.5. By Region
  • 6.3. By Company (2022)
  • 6.4. Market Map

7. North America Cloud based Contact Center Market Outlook

  • 7.1. Market Size & Forecast
    • 7.1.1. By Value
  • 7.2. Market Share & Forecast
    • 7.2.1. By Component
    • 7.2.2. By Deployment
    • 7.2.3. By Organization Size
    • 7.2.4. By End-User
    • 7.2.5. By Country
  • 7.3. North America: Country Analysis
    • 7.3.1. United States Cloud based Contact Center Market Outlook
      • 7.3.1.1. Market Size & Forecast
        • 7.3.1.1.1. By Value
      • 7.3.1.2. Market Share & Forecast
        • 7.3.1.2.1. By Component
        • 7.3.1.2.2. By Deployment
        • 7.3.1.2.3. By Organization Size
        • 7.3.1.2.4. By End-User
    • 7.3.2. Canada Cloud based Contact Center Market Outlook
      • 7.3.2.1. Market Size & Forecast
        • 7.3.2.1.1. By Value
      • 7.3.2.2. Market Share & Forecast
        • 7.3.2.2.1. By Component
        • 7.3.2.2.2. By Deployment
        • 7.3.2.2.3. By Organization Size
        • 7.3.2.2.4. By End-User
    • 7.3.3. Mexico Cloud based Contact Center Market Outlook
      • 7.3.3.1. Market Size & Forecast
        • 7.3.3.1.1. By Value
      • 7.3.3.2. Market Share & Forecast
        • 7.3.3.2.1. By Component
        • 7.3.3.2.2. By Deployment
        • 7.3.3.2.3. By Organization Size
        • 7.3.3.2.4. By End-User

8. Asia-Pacific Cloud based Contact Center Market Outlook

  • 8.1. Market Size & Forecast
    • 8.1.1. By Value
  • 8.2. Market Share & Forecast
    • 8.2.1. By Component
    • 8.2.2. By Deployment
    • 8.2.3. By Organization Size
    • 8.2.4. By End-User
    • 8.2.5. By Country
  • 8.3. Asia-Pacific: Country Analysis
    • 8.3.1. China Cloud based Contact Center Market Outlook
      • 8.3.1.1. Market Size & Forecast
        • 8.3.1.1.1. By Value
      • 8.3.1.2. Market Share & Forecast
        • 8.3.1.2.1. By Component
        • 8.3.1.2.2. By Deployment
        • 8.3.1.2.3. By Organization Size
        • 8.3.1.2.4. By End-User
    • 8.3.2. India Cloud based Contact Center Market Outlook
      • 8.3.2.1. Market Size & Forecast
        • 8.3.2.1.1. By Value
      • 8.3.2.2. Market Share & Forecast
        • 8.3.2.2.1. By Component
        • 8.3.2.2.2. By Deployment
        • 8.3.2.2.3. By Organization Size
        • 8.3.2.2.4. By End-User
    • 8.3.3. Japan Cloud based Contact Center Market Outlook
      • 8.3.3.1. Market Size & Forecast
        • 8.3.3.1.1. By Value
      • 8.3.3.2. Market Share & Forecast
        • 8.3.3.2.1. By Component
        • 8.3.3.2.2. By Deployment
        • 8.3.3.2.3. By Organization Size
        • 8.3.3.2.4. By End-User
    • 8.3.4. South Korea Cloud based Contact Center Market Outlook
      • 8.3.4.1. Market Size & Forecast
        • 8.3.4.1.1. By Value
      • 8.3.4.2. Market Share & Forecast
        • 8.3.4.2.1. By Component
        • 8.3.4.2.2. By Deployment
        • 8.3.4.2.3. By Organization Size
        • 8.3.4.2.4. By End-User
    • 8.3.5. Australia Cloud based Contact Center Market Outlook
      • 8.3.5.1. Market Size & Forecast
        • 8.3.5.1.1. By Value
      • 8.3.5.2. Market Share & Forecast
        • 8.3.5.2.1. By Component
        • 8.3.5.2.2. By Deployment
        • 8.3.5.2.3. By Organization Size
        • 8.3.5.2.4. By End-User
    • 8.3.6. Singapore Cloud based Contact Center Market Outlook
      • 8.3.6.1. Market Size & Forecast
        • 8.3.6.1.1. By Value
      • 8.3.6.2. Market Share & Forecast
        • 8.3.6.2.1. By Component
        • 8.3.6.2.2. By Deployment
        • 8.3.6.2.3. By Organization Size
        • 8.3.6.2.4. By End-User
    • 8.3.7. Malaysia Cloud based Contact Center Market Outlook
      • 8.3.7.1. Market Size & Forecast
        • 8.3.7.1.1. By Value
      • 8.3.7.2. Market Share & Forecast
        • 8.3.7.2.1. By Component
        • 8.3.7.2.2. By Deployment
        • 8.3.7.2.3. By Organization Size
        • 8.3.7.2.4. By End-User

9. Europe Cloud based Contact Center Market Outlook

  • 9.1. Market Size & Forecast
    • 9.1.1. By Value
  • 9.2. Market Share & Forecast
    • 9.2.1. By Component
    • 9.2.2. By Deployment
    • 9.2.3. By Organization Size
    • 9.2.4. By End-User
    • 9.2.5. By Country
  • 9.3. Europe: Country Analysis
    • 9.3.1. Germany Cloud based Contact Center Market Outlook
      • 9.3.1.1. Market Size & Forecast
        • 9.3.1.1.1. By Value
      • 9.3.1.2. Market Share & Forecast
        • 9.3.1.2.1. By Component
        • 9.3.1.2.2. By Deployment
        • 9.3.1.2.3. By Organization Size
        • 9.3.1.2.4. By End-User
    • 9.3.2. United Kingdom Cloud based Contact Center Market Outlook
      • 9.3.2.1. Market Size & Forecast
        • 9.3.2.1.1. By Value
      • 9.3.2.2. Market Share & Forecast
        • 9.3.2.2.1. By Component
        • 9.3.2.2.2. By Deployment
        • 9.3.2.2.3. By Organization Size
        • 9.3.2.2.4. By End-User
    • 9.3.3. France Cloud based Contact Center Market Outlook
      • 9.3.3.1. Market Size & Forecast
        • 9.3.3.1.1. By Value
      • 9.3.3.2. Market Share & Forecast
        • 9.3.3.2.1. By Component
        • 9.3.3.2.2. By Deployment
        • 9.3.3.2.3. By Organization Size
        • 9.3.3.2.4. By End-User
    • 9.3.4. Russia Cloud based Contact Center Market Outlook
      • 9.3.4.1. Market Size & Forecast
        • 9.3.4.1.1. By Value
      • 9.3.4.2. Market Share & Forecast
        • 9.3.4.2.1. By Component
        • 9.3.4.2.2. By Deployment
        • 9.3.4.2.3. By Organization Size
        • 9.3.4.2.4. By End-User
    • 9.3.5. Spain Cloud based Contact Center Market Outlook
      • 9.3.5.1. Market Size & Forecast
        • 9.3.5.1.1. By Value
      • 9.3.5.2. Market Share & Forecast
        • 9.3.5.2.1. By Component
        • 9.3.5.2.2. By Deployment
        • 9.3.5.2.3. By Organization Size
        • 9.3.5.2.4. By End-User
    • 9.3.6. Poland Cloud based Contact Center Market Outlook
      • 9.3.6.1. Market Size & Forecast
        • 9.3.6.1.1. By Value
      • 9.3.6.2. Market Share & Forecast
        • 9.3.6.2.1. By Component
        • 9.3.6.2.2. By Deployment
        • 9.3.6.2.3. By Organization Size
        • 9.3.6.2.4. By End-User
    • 9.3.7. Italy Cloud based Contact Center Market Outlook
      • 9.3.7.1. Market Size & Forecast
        • 9.3.7.1.1. By Value
      • 9.3.7.2. Market Share & Forecast
        • 9.3.7.2.1. By Component
        • 9.3.7.2.2. By Deployment
        • 9.3.7.2.3. By Organization Size
        • 9.3.7.2.4. By End-User
    • 9.3.8. Denmark Cloud based Contact Center Market Outlook
      • 9.3.8.1. Market Size & Forecast
        • 9.3.8.1.1. By Value
      • 9.3.8.2. Market Share & Forecast
        • 9.3.8.2.1. By Component
        • 9.3.8.2.2. By Deployment
        • 9.3.8.2.3. By Organization Size
        • 9.3.8.2.4. By End-User

10. South America Cloud based Contact Center Market Outlook

  • 10.1. Market Size & Forecast
    • 10.1.1. By Value
  • 10.2. Market Share & Forecast
    • 10.2.1. By Component
    • 10.2.2. By Deployment
    • 10.2.3. By Organization Size
    • 10.2.4. By End-User
    • 10.2.5. By Country
  • 10.3. South America: Country Analysis
    • 10.3.1. Brazil Cloud based Contact Center Market Outlook
      • 10.3.1.1. Market Size & Forecast
        • 10.3.1.1.1. By Value
      • 10.3.1.2. Market Share & Forecast
        • 10.3.1.2.1. By Component
        • 10.3.1.2.2. By Deployment
        • 10.3.1.2.3. By Organization Size
        • 10.3.1.2.4. By End-User
    • 10.3.2. Argentina Cloud based Contact Center Market Outlook
      • 10.3.2.1. Market Size & Forecast
        • 10.3.2.1.1. By Value
      • 10.3.2.2. Market Share & Forecast
        • 10.3.2.2.1. By Component
        • 10.3.2.2.2. By Deployment
        • 10.3.2.2.3. By Organization Size
        • 10.3.2.2.4. By End-User
    • 10.3.3. Colombia Cloud based Contact Center Market Outlook
      • 10.3.3.1. Market Size & Forecast
        • 10.3.3.1.1. By Value
      • 10.3.3.2. Market Share & Forecast
        • 10.3.3.2.1. By Component
        • 10.3.3.2.2. By Deployment
        • 10.3.3.2.3. By Organization Size
        • 10.3.3.2.4. By End-User
    • 10.3.4. Peru Cloud based Contact Center Market Outlook
      • 10.3.4.1. Market Size & Forecast
        • 10.3.4.1.1. By Value
      • 10.3.4.2. Market Share & Forecast
        • 10.3.4.2.1. By Component
        • 10.3.4.2.2. By Deployment
        • 10.3.4.2.3. By Organization Size
        • 10.3.4.2.4. By End-User
    • 10.3.5. Chile Cloud based Contact Center Market Outlook
      • 10.3.5.1. Market Size & Forecast
        • 10.3.5.1.1. By Value
      • 10.3.5.2. Market Share & Forecast
        • 10.3.5.2.1. By Component
        • 10.3.5.2.2. By Deployment
        • 10.3.5.2.3. By Organization Size
        • 10.3.5.2.4. By End-User

11. Middle East & Africa Cloud based Contact Center Market Outlook

  • 11.1. Market Size & Forecast
    • 11.1.1. By Value
  • 11.2. Market Share & Forecast
    • 11.2.1. By Component
    • 11.2.2. By Deployment
    • 11.2.3. By Organization Size
    • 11.2.4. By End-User
    • 11.2.5. By Country
  • 11.3. Middle East & Africa: Country Analysis
    • 11.3.1. Saudi Arabia Cloud based Contact Center Market Outlook
      • 11.3.1.1. Market Size & Forecast
        • 11.3.1.1.1. By Value
      • 11.3.1.2. Market Share & Forecast
        • 11.3.1.2.1. By Component
        • 11.3.1.2.2. By Deployment
        • 11.3.1.2.3. By Organization Size
        • 11.3.1.2.4. By End-User
    • 11.3.2. South Africa Cloud based Contact Center Market Outlook
      • 11.3.2.1. Market Size & Forecast
        • 11.3.2.1.1. By Value
      • 11.3.2.2. Market Share & Forecast
        • 11.3.2.2.1. By Component
        • 11.3.2.2.2. By Deployment
        • 11.3.2.2.3. By Organization Size
        • 11.3.2.2.4. By End-User
    • 11.3.3. UAE Cloud based Contact Center Market Outlook
      • 11.3.3.1. Market Size & Forecast
        • 11.3.3.1.1. By Value
      • 11.3.3.2. Market Share & Forecast
        • 11.3.3.2.1. By Component
        • 11.3.3.2.2. By Deployment
        • 11.3.3.2.3. By Organization Size
        • 11.3.3.2.4. By End-User
    • 11.3.4. Israel Cloud based Contact Center Market Outlook
      • 11.3.4.1. Market Size & Forecast
        • 11.3.4.1.1. By Value
      • 11.3.4.2. Market Share & Forecast
        • 11.3.4.2.1. By Component
        • 11.3.4.2.2. By Deployment
        • 11.3.4.2.3. By Organization Size
        • 11.3.4.2.4. By End-User
    • 11.3.5. Egypt Cloud based Contact Center Market Outlook
      • 11.3.5.1. Market Size & Forecast
        • 11.3.5.1.1. By Value
      • 11.3.5.2. Market Share & Forecast
        • 11.3.5.2.1. By Component
        • 11.3.5.2.2. By Deployment
        • 11.3.5.2.3. By Organization Size
        • 11.3.5.2.4. By End-User

12. Market Dynamics

  • 12.1. Drivers
    • 12.1.1. Adoption of remote contact center
    • 12.1.2. Multi-channel communication technology
    • 12.1.3. Growing Consumption of Cloud, social media, and analytics technology.
  • 12.2. Challenges
    • 12.2.1. High installation cost
    • 12.2.2. Cloud-based contact centers are strongly structured.

13. Market Trends & Developments

  • 13.1. Adoption of ML and A.I. in contact centers
  • 13.2. Attention towards CCaaS (Contact center as a service)
  • 13.3. Advancement of collaboration options like team chat and video conferencing.
  • 13.4. CCaaS solutions help to lower upfront investment and reduce I.T. staffing.
  • 13.5. Customized, dynamic, and natural Services

14. Company Profiles

  • 14.1. Aspect Software, Inc
    • 14.1.1. Business Overview
    • 14.1.2. Key Revenue and Financials (If available)
    • 14.1.3. Recent Developments
    • 14.1.4. Key Personnel
    • 14.1.5. Key Product/Services
  • 14.2. BT GROUP PLC
    • 14.2.1. Business Overview
    • 14.2.2. Key Revenue and Financials (If available)
    • 14.2.3. Recent Developments
    • 14.2.4. Key Personnel
    • 14.2.5. Key Product/Services
  • 14.3. Cisco Systems, Inc
    • 14.3.1. Business Overview
    • 14.3.2. Key Revenue and Financials (If available)
    • 14.3.3. Recent Developments
    • 14.3.4. Key Personnel
    • 14.3.5. Key Product/Services
  • 14.4. Connect First, Inc
    • 14.4.1. Business Overview
    • 14.4.2. Key Revenue and Financials (If available)
    • 14.4.3. Recent Developments
    • 14.4.4. Key Personnel
    • 14.4.5. Key Product/Services
  • 14.5. Evolve IP LLC
    • 14.5.1. Business Overview
    • 14.5.2. Key Revenue and Financials (If available)
    • 14.5.3. Recent Developments
    • 14.5.4. Key Personnel
    • 14.5.5. Key Product/Services
  • 14.6. Five9, Inc
    • 14.6.1. Business Overview
    • 14.6.2. Key Revenue and Financials (If available)
    • 14.6.3. Recent Developments
    • 14.6.4. Key Personnel
    • 14.6.5. Key Product/Services
  • 14.7. Genesys
    • 14.7.1. Business Overview
    • 14.7.2. Key Revenue and Financials (If available)
    • 14.7.3. Recent Developments
    • 14.7.4. Key Personnel
    • 14.7.5. Key Product/Services
  • 14.8. Liveops, Inc
    • 14.8.1. Business Overview
    • 14.8.2. Key Revenue and Financials (If available)
    • 14.8.3. Recent Developments
    • 14.8.4. Key Personnel
    • 14.8.5. Key Product/Services
  • 14.9. Mitel Networks Corporation
    • 14.9.1. Business Overview
    • 14.9.2. Key Revenue and Financials (If available)
    • 14.9.3. Recent Developments
    • 14.9.4. Key Personnel
    • 14.9.5. Key Product/Services
  • 14.10. NewVoiceMedia Limited
    • 14.10.1. Business Overview
    • 14.10.2. Key Revenue and Financials (If available)
    • 14.10.3. Recent Developments
    • 14.10.4. Key Personnel
    • 14.10.5. Key Product/Services

15. Strategic Recommendation

  • 15.1. Growing Consumption of cloud-based services
  • 15.2. Key Focus on multi-connection devices, managing client connection.

16. About Us & Disclaimer