基於雲端聯絡中心市場:組件(解決方案和服務)、部署模式(公共和私人雲端)、組織規模、行業(BFSI、電信、零售和消費品)、2027全球市場預測
市場調查報告書
商品編碼
1097588

基於雲端聯絡中心市場:組件(解決方案和服務)、部署模式(公共和私人雲端)、組織規模、行業(BFSI、電信、零售和消費品)、2027全球市場預測

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

出版日期: | 出版商: MarketsandMarkets | 英文 302 Pages | 訂單完成後即時交付

價格
簡介目錄

預計在預測期內,全球基於雲的聯絡中心市場將以 26.1% 的複合年增長率 (CAGR) 增長,從 2022 年的 171 億美元增長到 2027 年的 546 億美元。

基於雲的聯絡中心是適用於需要多種通信渠道(電話、消息等)、高級呼叫路由、代理管理、分析等的大型組織的工具、應用程序和雲託管服務。它是一個全面的套房。基於雲的聯絡中心是基於網絡的服務,提供商擁有並運營呼叫中心技術。因此,訂閱模式向企業遠程提供服務。基於雲的聯絡中心提供了解決業務陷阱的創新方法。

市場細分預計將在預測期內擁有最大的市場規模。

BFSI 的垂直整合包括提供銀行服務的組織,例如核心銀行、零售、投資、金融服務(支付網關、股票經紀、投資信託)和保險服務(人壽保險、非人壽保險合同)。由於BFSI公司處理重要的財務數據,BFSI的風險水平一直很高。 BFSI 為 BFSI 組織提供了通過多種渠道挖掘交易、客戶在銀行和金融服務、網站、客戶查詢等客戶數據的能力,以及對優先客戶細分的深入了解。基於雲的聯絡中心市場的增長機會。

按地區劃分,亞太地區在預測期內保持最高的複合年增長率

預計亞太市場在預測期內將以最高的複合年增長率增長。亞太地區越來越多地由各個行業的組織在多個流程中採用數字化趨勢。該地區的許多國家都是中小型國家,與部署本地解決方案相關的巨額投資要求限制了中小型企業採用先進的通信技術。因此,該地區對敏捷、可擴展和“按需付費”的雲基礎架構的需求不斷增長。此外,該地區的公司繼續專注於改善客戶服務,以實現差異化並增加收入。快速的經濟發展、全球化、數字化和基於雲的技術的日益普及預計將推動亞太地區基於雲的聯絡中心市場的增長。

初級故障

呼叫中心 我們對在 AI 市場運營的各個主要組織的 CEO、創新和技術官、系統集成商和高管進行了詳細的採訪。

  • 按公司分類:Tier I-35%、Tier II-25%、Tier III-42%
  • 按職稱:C 級主管--31%,D 級主管--34%,其他--35%
  • 按地區劃分:北美 42%、亞太地區 22%、歐洲 28%、其他地區 8%

本報告還調查了提供雲聯絡中心市場的主要供應商。主要供應商有 NICE(以色列)、Genesys(美國)、Five9(美國)、Vonage(美國)、Talkdesk(美國)、8x8(美國)、Cisco(美國)、Avaya(美國)、Serenova(美國)、Content Guru(美國)、Alvaria(美國)、RingCentral(美國)、Enghouse Interactive(美國)、3CLogic(美國)、Ameyo(印度)、Twilio(美國)、Vocalcom(法國)、Evolve IP(美國)、Pypestream(美國) ), TechSee (美國), AirCall (美國), Nubitel (新加坡), JustCall (美國), Sentiment Machines (英國) Dialer360 (英國), Servetel (印度), NeoDove (印度), Rulai (美國)。

調查範圍

基於雲的聯絡中心市場研究包括廣泛的二次資源、目錄、Journal of Intelligent Learning Systems and Applications、International Journal of Advanced Science and Technology、International Research Journal of Engineering and Technology (IRJET) 等。使用過多種期刊。主要來源主要是核心及相關行業的行業專家、首選的基於雲的聯絡中心解決方案提供商、第三方服務提供商、諮詢服務提供商、垂直行業和其他商業企業。對包括關鍵行業參與者和主題專家在內的各種關鍵受訪者進行深入訪談,以獲取和驗證重要的定性和定量信息並評估市場前景。

購買報告的主要好處

本報告為該市場的市場領導者/新進入者提供有關整個基於雲的聯絡中心市場及其子細分市場的最接近收入估計的信息。它將幫助利益相關者了解競爭格局,定位他們的業務,並獲得更好的洞察力以規劃適當的市場進入戰略。它還幫助利益相關者了解市場波動,並提供有關主要市場驅動因素、挑戰和機遇的信息。

目錄

第1章介紹

  • 調查目的
  • 市場定義
    • 包含與排除
  • 市場範圍
    • 市場細分
    • 目標區域
    • 目標年份
  • 貨幣
  • 利益相關者
  • 變更概覽

第2章調查方法

  • 調查數據
    • 輔助數據
    • 主要數據
      • 主要配置文件的細分
      • 主要行業見解
  • 市場細分和數據三角剖分
  • 市場規模/估計
    • 自上而下的方法
    • 自下而上的方法
  • 市場預測
  • 企業評價矩陣法
  • 中小企業/風險企業競爭評價矩陣法
  • 調查地點
  • 調查範圍

第 3 章執行摘要

第 4 章重要考慮

  • 基於雲的聯絡中心市場具有吸引力的商機
  • 雲聯絡中心市場:按行業分類
  • 雲聯絡中心市場:按地區
  • 雲聯絡中心市場:按解決方案/行業

第五章市場概況與行業趨勢

  • 簡介
    • 驅動因素
      • 越來越多地採用 SMAC 技術
      • 社交媒體在基於雲的聯絡中心運營中的作用
      • SMAC 技術在聯絡中心的優勢
      • COVID-19 增加了另一個基於雲的聯絡中心的引入
      • 接觸最終客戶的渠道數量增加
      • 對個性化和理性客戶服務的需求日益增加
      • 基於雲的聯絡中心的快速部署、可擴展性和靈活性
      • 通過基於雲的聯絡中心提高業務連續性
    • 抑制器
      • 新興市場的網絡帶寬不足
      • 影響業務運營的網絡攻擊
    • 可能性
      • 改善客戶體驗將推動引入基於雲的聯絡中心
      • 需要實時對話語音分析
      • 提高企業對遠程辦公系統的興趣
      • 隨著人工智能、分析和 NLP 的引入,可以為現有的雲聯絡中心增加價值。
    • 挑戰
      • 隱私和數據安全方面
      • 基於雲的聯絡中心的組織、技術和運營困難
      • 移動性和現有功能的集成
  • COVID-19 主導的市場動態
    • 促進因素和機會
    • 抑制因素和挑戰
  • 基於雲的聯絡中心:演進
  • 案例分析
    • 案例研究 1:銀行、金融服務、保險
    • 案例研究 2:零售
    • 案例研究 3:醫療保健
    • 案例研究 4:溝通
    • 案例研究 5:信息技術
    • 案例研究 6:政府
    • 案例研究 7:媒體和娛樂
    • 案例研究 8:能源公用事業
    • 案例研究 9:製造
  • 雲聯絡中心市場:價值鏈分析
  • 市場生態系統
  • 基於雲的聯絡中心市場:COVID-19 的影響
  • 影響買家的趨勢和破壞性因素
  • 技術分析
    • 高級分析
      • 數據分析
      • 語音分析
      • 情緒分析
    • 人工智能
      • 機器學習
      • 自然語言處理
  • 價格分析
  • 專利分析
  • 波特五力分析
    • 新進入者的威脅
    • 替代威脅
    • 供應商的議價能力
    • 買方的議價能力
    • 競爭對手之間的敵對關係

第 6 章雲聯絡中心市場:按組件

  • 簡介
    • 組件 基於雲的聯絡中心市場驅動力
    • 組成部分:COVID-19 的影響
  • 解決方案
    • 全渠道路由
      • 數字頻道
      • 交互式語音響應
      • 自動呼叫分配器
      • 撥號器
      • 虛擬代理
    • 員工敬業度管理
      • 勞動力優化
      • 通話錄音和質量控制
    • 報告和分析
      • 歷史和自定義報告
      • 語音分析
      • 文本分析
    • 客戶參與管理
    • 其他解決方案
  • 服務
    • 諮詢
    • 部署和集成
    • 培訓、支持、維護

第7章基於雲的聯絡中心市場:按部署模式

  • 簡介
    • 導入模式 雲化聯絡中心市場促進因素
    • 部署模式 COVID-19 的影響
  • 公有雲
  • 私有雲

第 8 章基於雲的聯絡中心市場:按組織規模

  • 簡介
    • 組織規模:推動基於雲的聯絡中心市場的因素
    • 組織規模:COVID-19 的影響
  • 大公司
  • 中小企業

第 9 章雲聯絡中心市場:按行業分類

  • 簡介
    • 按行業分類:推動基於雲的聯絡中心市場的因素
    • 按行業分類:COVID-19 的影響
  • 銀行、金融服務、保險
  • 溝通
  • IT 和 ITS
  • 政府/事業單位
  • 零售/消費品
  • 製造業
  • 能源/公共工程
  • 媒體娛樂
  • 醫療保健/生命科學
  • 其他行業

第 10 章基於雲的聯絡中心市場:按地區劃分

  • 簡介
  • 北美
    • 北美:推動基於雲的聯絡中心市場的因素
    • 北美:COVID-19 的影響
    • 北美:法規的影響
    • 美國證券交易委員會
    • 國際標準化組織 27001
    • 加州消費者隱私法
    • 1996 年健康保險流通與責任法案
    • 2002 年薩班斯-奧克斯利法案 2002
    • 美國
    • 加拿大
  • 歐洲
    • 推動歐洲基於雲的聯絡中心市場的因素
    • 歐洲 COVID-19 的影響
    • 歐洲法規的影響
    • 一般數據保護規定
    • 歐洲網絡安全法
    • 英國
    • 德國
    • 法國
    • 其他歐洲地區
  • 亞太地區
    • 亞太地區:基於雲的聯絡中心市場驅動力
    • 亞太地區:COVID-19 的影響
    • 亞太地區:對監管的影響 監管的影響
    • 個人信息保護法
    • 新加坡標準 ss 564
    • 中國互聯網數據中心
    • 中國
    • 日本
    • 印度
    • 澳大利亞/新西蘭
    • 印度尼西亞
    • 其他亞太地區
  • 中東/非洲 (MEA)
    • 中東/非洲:推動基於雲的聯絡中心市場的因素
    • 中東/非洲:COVID-19 的影響
    • 中東/非洲:法規的影響
    • 個人信息保護法
    • 雲計算監管框架
    • 沙特阿拉伯
    • 阿聯酋
    • 南非
    • 其他中東/非洲地區
  • 拉丁美洲
    • 拉丁美洲:推動基於雲的聯絡中心市場的因素
    • 拉丁美洲:COVID-19 的影響
    • 拉丁美洲:法規的影響
    • 個人信息保護聯邦法
    • 巴西
    • 墨西哥
    • 其他拉丁美洲地區

第11章競爭態勢

  • 關鍵參與者策略
  • 市場評估框架
  • 市場份額分析
  • 主要參與者的歷史收益分析
  • 企業評價矩陣
    • 定義與研究方法
    • 星星
    • 新興領導者
    • 活躍的玩家
    • 派對發貨
  • 中小企業和風險投資公司的評估矩陣
    • 定義與研究方法
    • 先進企業
    • 響應式公司
    • 充滿活力的公司
    • 起始塊
  • 衝突場景
    • 產品公告
    • 出售

第 12 章公司簡介

  • 簡介
  • 主要公司
    • NICE
    • GENESYS
    • FIVE9
    • VONAGE
    • TALKDESK
    • 8X8
    • CISCO
    • AVAYA
    • SERENOVA
    • CONTENT GURU
    • ALVARIA
    • RINGCENTRAL
    • ENGHOUSE INTERACTIVE
    • 3CLOGIC
    • AMEYO
    • TWILIO
    • VOCALCOM
    • EVOLVE IP
  • 風險投資/中小企業簡介
    • PYPESTREAM
    • TECHSEE
    • AIRCALL
    • SENTIMENT MACHINES
    • NUBITEL
    • JUSTCALL
    • DIALER360
    • SERVETEL
    • NEODOVE
    • RULAI

第 13 章相鄰/相關市場

    • 相關市場
    • 限制
  • 聯絡中心軟件市場
    • 市場定義
      • 聯絡中心軟件市場:按組件
      • 聯絡中心軟件市場:按組織規模
      • 聯絡中心軟件市場:按部署模式
      • 聯絡中心軟件市場:按行業分類
      • 聯絡中心軟件市場:按地區劃分
  • 聯絡中心分析市場
    • 市場定義
      • 聯絡中心分析市場:按組件
      • 聯絡中心分析市場:按部署模式
      • 聯絡中心分析市場:按組織規模
      • 聯絡中心分析市場:按應用
      • 聯絡中心分析市場:按行業分類
      • 聯絡中心分析市場:按地區

第14章附錄

簡介目錄
Product Code: TC 2662

The 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.

Cloud-based Contact Center is a comprehensive suite of tools, applications and cloud-hosted services for contact centers in large organizations that require multiple communications channels (including phone calls and messaging), sophisticated call routing, agent management and analytics. Cloud-based contact centers are a network-based service in which a provider owns and operates call center technology. Thereby providing its services remotely to businesses in a subscription model. Cloud-based contact centres are offering an innovative way to approach the pitfalls of your business.

The BFSI segment is expected to have the largest market size during the forecast period

The BFSI vertical collectively includes organizations that are into banking services, such as core banking, retail, investment, financial services (payment gateways, stock broking, and mutual funds), and insurance services (life and general insurance policies). The risk level in the BFSI vertical is always high, as enterprises in this vertical deal with critical financial data. The BFSI vertical is expected to provide substantial opportunities for the growth of the cloud-based contact center market, as it provides BFSI organizations the ability to mine customer data that includes transactions, customer activities across banking and financial services, websites, customer queries through multiple channels, and the deep knowledge of prioritized customer segments.

Among regions, APAC holds the highest CAGR during the forecast period

The market in the Asia Pacific is expected to grow at the highest CAGR during the forecast period. Asia Pacific is increasingly adopting the digitalization trend for several processes in organizations across various industries. Countries in this region are home to a large number of SMEs, and the need for huge investments associated with the deployment of on-premises solutions restricts SMEs from adopting advanced communication technologies. Therefore, there is a high demand for agile, scalable, and "pay-per-usage" cloud infrastructure in the region. Moreover, companies in the region continue to focus on improving their customer services to drive competitive differentiation and revenue growth. Rapid economic development, globalization, digitalization, and the increased adoption of cloud-based technologies are expected to drive the growth of the Cloud-based Contact Center market in the Asia Pacific region.

Breakdown of primaries

In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the Call Center AI Market.

  • By Company: Tier I: 35%, Tier II: 25%, and Tier III: 42%
  • By Designation: C-Level Executives: 31%, D-Level Executives: 34%, and others: 35%
  • By Region: North America: 42%, Asia Pacific: 22 %, Europe: 28%, and RoW: 8%

The report includes the study of key players offering cloud-based contact center market. The major vendors covered are as NICE (Israel), Genesys (US), Five9 (US), Vonage (US), Talkdesk (US), 8x8 (US), Cisco (US), Avaya (US), Serenova (US), Content Guru (US), Alvaria (US), RingCentral (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), Twilio (US), Vocalcom (France), Evolve IP (US), Pypestream (US), TechSee (US), AirCall (US), Nubitel (Singapore), JustCall (US), Sentiment Machines (UK) Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).

Research Coverage

The research study for the cloud-based contact center market involved extensive secondary sources, directories, and several journals, including the Journal of Intelligent Learning Systems and Applications, International Journal of Advanced Science and Technology, and International Research Journal of Engineering and Technology (IRJET). Primary sources were mainly industry experts from the core and related industries, preferred cloud-based contact center solution providers, third-party service providers, consulting service providers, verticals, and other commercial enterprises. In-depth interviews were conducted with various primary respondents, including key industry participants and subject matter experts, to obtain and verify critical qualitative and quantitative information, and assess the market's prospects

Key Benefits of Buying the Report

The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall cloud-based contact center market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 OBJECTIVES OF THE STUDY
  • 1.2 MARKET DEFINITION
    • 1.2.1 INCLUSIONS AND EXCLUSIONS
  • 1.3 MARKET SCOPE
    • 1.3.1 MARKET SEGMENTATION
    • 1.3.2 REGIONS COVERED
    • 1.3.3 YEARS CONSIDERED
  • 1.4 CURRENCY CONSIDERED
    • TABLE 1 US DOLLAR EXCHANGE RATE, 2019-2021
  • 1.5 STAKEHOLDERS
  • 1.6 SUMMARY OF CHANGES

2 RESEARCH METHODOLOGY

  • 2.1 RESEARCH DATA
    • FIGURE 1 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN
    • 2.1.1 SECONDARY DATA
    • 2.1.2 PRIMARY DATA
    • TABLE 2 PRIMARY INTERVIEWS
      • 2.1.2.1 Breakup of primary profiles
      • 2.1.2.2 Key industry insights
  • 2.2 MARKET BREAKUP AND DATA TRIANGULATION
    • FIGURE 2 DATA TRIANGULATION
  • 2.3 MARKET SIZE ESTIMATION
    • FIGURE 3 CLOUD-BASED CONTACT CENTER MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
    • 2.3.1 TOP-DOWN APPROACH
    • 2.3.2 BOTTOM-UP APPROACH
    • FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 1) (SUPPLY SIDE): REVENUE OF SOLUTIONS/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
    • FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 2), BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
    • 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
  • 2.4 MARKET FORECAST
    • TABLE 3 FACTOR ANALYSIS
  • 2.5 COMPANY EVALUATION MATRIX METHODOLOGY
    • FIGURE 7 COMPANY EVALUATION MATRIX: CRITERIA WEIGHT
  • 2.6 COMPETITIVE EVALUATION MATRIX METHODOLOGY FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS
    • FIGURE 8 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS/SMES: CRITERIA WEIGHT
  • 2.7 ASSUMPTIONS FOR THE STUDY
  • 2.8 STUDY LIMITATIONS

3 EXECUTIVE SUMMARY

    • TABLE 4 GLOBAL CLOUD-BASED CONTACT CENTER MARKET AND GROWTH RATE, 2016-2021 (USD MILLION, Y-O-Y%)
    • TABLE 5 GLOBAL CLOUD-BASED CONTACT CENTER MARKET AND GROWTH RATE, 2022-2027 (USD MILLION, Y-O-Y%)
    • FIGURE 9 SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022
    • FIGURE 10 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SHARE IN 2022
    • FIGURE 11 PUBLIC CLOUD SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022
    • FIGURE 12 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE IN 2022
    • FIGURE 13 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE IN 2022

4 PREMIUM INSIGHTS

  • 4.1 ATTRACTIVE OPPORTUNITIES IN CLOUD-BASED CONTACT CENTER MARKET
    • FIGURE 14 INCREASING DEMAND FOR MULTICHANNEL CUSTOMER CONTACTS BOOSTING MARKET GROWTH
  • 4.2 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL
    • FIGURE 15 BFSI SEGMENT EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE FROM 2022 TO 2027
  • 4.3 CLOUD-BASED CONTACT CENTER MARKET, BY REGION
    • FIGURE 16 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027
  • 4.4 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION AND VERTICAL
    • FIGURE 17 OMNICHANNEL ROUTING AND BFSI SEGMENTS EXPECTED TO ACCOUNT FOR SIGNIFICANT MARKET SHARES

5 MARKET OVERVIEW AND INDUSTRY TRENDS

  • 5.1 INTRODUCTION
    • FIGURE 18 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
    • 5.1.1 DRIVERS
      • 5.1.1.1 Rising adoption of SMAC technologies
      • 5.1.1.2 Role of social media in cloud-based contact center operations
      • 5.1.1.3 Benefits of SMAC technologies in contact centers
      • 5.1.1.4 Increasing adoption of cloud-based contact centers due to COVID-19
    • FIGURE 19 IMPACT OF COVID-19 ON CALL CENTER VOLUME
      • 5.1.1.5 Rising number of channels to reach end-customers
      • 5.1.1.6 Growing need for personalized and streamlined customer interactions
      • 5.1.1.7 Faster deployment, scalability, and flexibility of cloud-based contact centers
      • 5.1.1.8 Better business continuity with cloud-based contact centers
    • 5.1.2 RESTRAINTS
      • 5.1.2.1 Inadequate network bandwidth in emerging economies
      • 5.1.2.2 Cyber-attacks impacting business operations
    • 5.1.3 OPPORTUNITIES
      • 5.1.3.1 Enhanced customer experience to increase cloud-based contact center adoption
    • FIGURE 20 MOST EXCITING BUSINESS OPPORTUNITY
      • 5.1.3.2 Need to analyze audio conversations in real-time
      • 5.1.3.3 Shifting focus of enterprises on work from home culture
      • 5.1.3.4 Implementation of AI, analytics, and NLP capabilities to add value to existing cloud-based contact centers
    • FIGURE 21 ROLE OF ARTIFICIAL INTELLIGENCE IN CONTACT CENTER TRANSFORMATION
    • 5.1.4 CHALLENGES
      • 5.1.4.1 Privacy and data security aspects
      • 5.1.4.2 Organizational, technical, and operational difficulties while moving contact centers in cloud
      • 5.1.4.3 Integration of mobility with existing capabilities
    • FIGURE 22 INTEGRATION OF MOBILITY IN EXISTING CAPABILITIES OF CONTACT CENTERS
  • 5.2 COVID-19-DRIVEN MARKET DYNAMICS
    • 5.2.1 DRIVERS AND OPPORTUNITIES
    • 5.2.2 RESTRAINTS AND CHALLENGES
  • 5.3 CLOUD-BASED CONTACT CENTER: EVOLUTION
    • FIGURE 23 EVOLUTION OF CLOUD-BASED CONTACT CENTER
  • 5.4 CASE STUDY ANALYSIS
    • 5.4.1 CASE STUDY 1: BANKING, FINANCIAL SERVICES, AND INSURANCE
    • 5.4.2 CASE STUDY 2: RETAIL
    • 5.4.3 CASE STUDY 3: HEALTHCARE
    • 5.4.4 CASE STUDY 4: TELECOMMUNICATIONS
    • 5.4.5 CASE STUDY 5: INFORMATION TECHNOLOGY
    • 5.4.6 CASE STUDY 6: GOVERNMENT
    • 5.4.7 CASE STUDY 7: MEDIA AND ENTERTAINMENT
    • 5.4.8 CASE STUDY 8: ENERGY AND UTILITIES
    • 5.4.9 CASE STUDY 9: MANUFACTURING
  • 5.5 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS
    • FIGURE 24 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS
  • 5.6 MARKET ECOSYSTEM
    • FIGURE 25 CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM
  • 5.7 CLOUD-BASED CONTACT CENTER MARKET: COVID-19 IMPACT
  • 5.8 TRENDS AND DISRUPTIONS IMPACTING BUYERS
    • FIGURE 26 REVENUE SHIFT FOR CLOUD-BASED CONTACT CENTER MARKET
  • 5.9 TECHNOLOGY ANALYSIS
    • 5.9.1 ADVANCED ANALYTICS
      • 5.9.1.1 Data analytics
      • 5.9.1.2 Speech analytics
      • 5.9.1.3 Sentiment analytics
    • 5.9.2 ARTIFICIAL INTELLIGENCE
      • 5.9.2.1 Machine learning
      • 5.9.2.2 Natural language processing
  • 5.10 PRICING ANALYSIS
    • TABLE 6 CLOUD-BASED CONTACT CENTER MARKET: PRICING MODEL ANALYSIS, 2021
  • 5.11 PATENT ANALYSIS
    • FIGURE 27 TOP TEN COMPANIES WITH HIGHEST PATENT APPLICATIONS
    • TABLE 7 TOP TWENTY PATENT OWNERS (US)
    • FIGURE 28 NUMBER OF PATENTS GRANTED IN A YEAR, 2013-2021
  • 5.12 PORTER'S FIVE FORCES ANALYSIS
    • FIGURE 29 CLOUD-BASED CONTACT CENTER MARKET: PORTER'S FIVE FORCES ANALYSIS
    • TABLE 8 CLOUD-BASED CONTACT CENTER MARKET: PORTER'S FIVE FORCES ANALYSIS
    • 5.12.1 THREAT OF NEW ENTRANTS
    • 5.12.2 THREAT OF SUBSTITUTES
    • 5.12.3 BARGAINING POWER OF SUPPLIERS
    • 5.12.4 BARGAINING POWER OF BUYERS
    • 5.12.5 INTENSITY OF COMPETITIVE RIVALRY

6 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT

  • 6.1 INTRODUCTION
    • FIGURE 30 SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022
    • 6.1.1 COMPONENT: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 6.1.2 COMPONENT: COVID-19 IMPACT
    • TABLE 9 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 10 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
  • 6.2 SOLUTIONS
    • FIGURE 31 REPORTING AND ANALYTICS SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 11 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 12 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 13 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 14 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
    • 6.2.1 OMNICHANNEL ROUTING
      • 6.2.1.1 Digital channels
      • 6.2.1.2 Interactive voice response
      • 6.2.1.3 Automatic call distributors
      • 6.2.1.4 Dialers
      • 6.2.1.5 Virtual agents
    • TABLE 15 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 16 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
    • 6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT
      • 6.2.2.1 Workforce optimization
      • 6.2.2.2 Call recording and quality management
    • TABLE 17 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 18 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
    • 6.2.3 REPORTING AND ANALYTICS
      • 6.2.3.1 Historical and customized reports
      • 6.2.3.2 Speech analytics
      • 6.2.3.3 Text analytics
    • TABLE 19 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 20 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
    • 6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT
    • TABLE 21 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 22 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
    • 6.2.5 OTHER SOLUTIONS
    • TABLE 23 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 24 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027(USD MILLION)
  • 6.3 SERVICES
    • 6.3.1 CONSULTING
    • 6.3.2 IMPLEMENTATION AND INTEGRATION
    • 6.3.3 TRAINING AND SUPPORT AND MAINTENANCE
    • TABLE 25 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 26 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)

7 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE

  • 7.1 INTRODUCTION
    • FIGURE 32 PUBLIC CLOUD SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022
    • 7.1.1 DEPLOYMENT MODE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 7.1.2 DEPLOYMENT MODE: COVID-19 IMPACT
    • TABLE 27 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 28 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
  • 7.2 PUBLIC CLOUD
    • TABLE 29 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 30 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 7.3 PRIVATE CLOUD
    • TABLE 31 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 32 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)

8 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE

  • 8.1 INTRODUCTION
    • FIGURE 33 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022
    • 8.1.1 ORGANIZATION SIZE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT
    • TABLE 33 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 34 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
  • 8.2 LARGE ENTERPRISES
    • TABLE 35 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 36 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 8.3 SMALL AND MEDIUM-SIZED ENTERPRISES
    • TABLE 37 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 38 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)

9 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL

  • 9.1 INTRODUCTION
    • FIGURE 34 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE IN 2022
    • 9.1.1 VERTICAL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 9.1.2 VERTICAL: COVID-19 IMPACT
    • TABLE 39 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 40 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
  • 9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
    • TABLE 41 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 42 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.3 TELECOMMUNICATIONS
    • TABLE 43 TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 44 TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.4 IT AND ITES
    • TABLE 45 IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 46 IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.5 GOVERNMENT AND PUBLIC SECTOR
    • TABLE 47 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 48 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.6 RETAIL AND CONSUMER GOODS
    • TABLE 49 RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 50 RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.7 MANUFACTURING
    • TABLE 51 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 52 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.8 ENERGY AND UTILITIES
    • TABLE 53 ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 54 ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.9 MEDIA AND ENTERTAINMENT
    • TABLE 55 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 56 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.10 HEALTHCARE AND LIFE SCIENCES
    • TABLE 57 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 58 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.11 OTHER VERTICALS
    • TABLE 59 OTHER VERTICALS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 60 OTHER VERTICALS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)

10 CLOUD-BASED CONTACT CENTER MARKET, BY REGION

  • 10.1 INTRODUCTION
    • FIGURE 35 ASIA PACIFIC EXPECTED TO ACCOUNT FOR HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 61 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 62 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.2 NORTH AMERICA
    • 10.2.1 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.2.2 NORTH AMERICA: COVID-19 IMPACT
    • 10.2.3 NORTH AMERICA: REGULATORY IMPLICATIONS
    • 10.2.4 US SECURITIES AND EXCHANGE COMMISSION
    • 10.2.5 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001
    • 10.2.6 CALIFORNIA CONSUMER PRIVACY ACT
    • 10.2.7 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996
    • 10.2.8 SARBANES-OXLEY ACT OF 2002
    • FIGURE 36 NORTH AMERICA: MARKET SNAPSHOT
    • TABLE 63 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 64 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 65 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 66 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 67 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 68 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 69 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 70 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 71 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 72 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 73 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 74 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 10.2.9 US
    • TABLE 75 US: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 76 US: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 77 US: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 78 US: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 79 US: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 80 US: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.2.10 CANADA
    • TABLE 81 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 82 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 83 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 84 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 85 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 86 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
  • 10.3 EUROPE
    • 10.3.1 EUROPE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.3.2 EUROPE: COVID-19 IMPACT
    • 10.3.3 EUROPE: REGULATORY IMPLICATIONS
    • 10.3.4 GENERAL DATA PROTECTION REGULATION
    • 10.3.5 EUROPEAN CYBERSECURITY ACT
    • TABLE 87 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 88 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 89 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 90 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 91 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 92 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 93 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 94 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 95 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 96 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 97 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 98 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 10.3.6 UK
    • TABLE 99 UK: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 100 UK: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 101 UK: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 102 UK: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 103 UK: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 104 UK: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.3.7 GERMANY
    • TABLE 105 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 106 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 107 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 108 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 109 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 110 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.3.8 FRANCE
    • TABLE 111 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 112 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 113 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 114 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 115 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 116 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.3.9 REST OF EUROPE
    • TABLE 117 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 118 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 119 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 120 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 121 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 122 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
  • 10.4 ASIA PACIFIC
    • 10.4.1 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.4.2 ASIA PACIFIC: COVID-19 IMPACT
    • 10.4.3 ASIA PACIFIC: REGULATORY IMPLICATIONS
    • 10.4.4 PERSONAL DATA PROTECTION ACT
    • 10.4.5 SINGAPORE STANDARD SS 564
    • 10.4.6 INTERNET DATA CENTER IN CHINA
    • FIGURE 37 ASIA PACIFIC: REGIONAL SNAPSHOT
    • TABLE 123 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 124 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 125 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 126 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 127 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 128 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 129 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 130 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 131 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 132 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 133 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 134 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 10.4.7 CHINA
    • TABLE 135 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 136 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 137 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 138 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 139 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 140 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.4.8 JAPAN
    • TABLE 141 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 142 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 143 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 144 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 145 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 146 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.4.9 INDIA
    • TABLE 147 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 148 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 149 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 150 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 151 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 152 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.4.10 AUSTRALIA AND NEW ZEALAND
    • TABLE 153 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 154 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 155 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 156 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 157 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 158 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.4.11 INDONESIA
    • TABLE 159 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 160 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 161 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 162 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 163 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 164 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.4.12 REST OF ASIA PACIFIC
    • TABLE 165 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 166 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 167 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 168 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 169 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 170 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
  • 10.5 MIDDLE EAST AND AFRICA (MEA)
    • 10.5.1 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.5.2 MIDDLE EAST AND AFRICA: COVID-19 IMPACT
    • 10.5.3 MIDDLE EAST AND AFRICA: REGULATORY IMPLICATIONS
    • 10.5.4 PERSONAL DATA PROTECTION LAW
    • 10.5.5 CLOUD COMPUTING REGULATORY FRAMEWORK
    • TABLE 171 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 172 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 173 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 174 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 175 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 176 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 177 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 178 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 179 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 180 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 181 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 182 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 10.5.6 SAUDI ARABIA
    • TABLE 183 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 184 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 185 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 186 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 187 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 188 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.5.7 UAE
    • TABLE 189 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 190 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 191 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 192 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 193 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 194 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.5.8 SOUTH AFRICA
    • TABLE 195 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 196 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 197 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 198 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 199 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 200 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.5.9 REST OF MIDDLE EAST AND AFRICA
    • TABLE 201 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 202 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 203 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 204 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 205 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 206 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
  • 10.6 LATIN AMERICA
    • 10.6.1 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.6.2 LATIN AMERICA: COVID-19 IMPACT
    • 10.6.3 LATIN AMERICA: REGULATORY IMPLICATIONS
    • 10.6.4 FEDERAL LAW ON PROTECTION OF PERSONAL DATA HELD BY INDIVIDUALS
    • TABLE 207 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 208 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 209 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 210 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 211 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 212 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 213 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 214 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 215 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 216 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 217 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 218 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 10.6.5 BRAZIL
    • TABLE 219 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 220 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 221 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 222 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 223 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 224 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.6.6 MEXICO
    • TABLE 225 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 226 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 227 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 228 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 229 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 230 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.6.7 REST OF LATIN AMERICA
    • TABLE 231 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 232 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 233 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 234 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 235 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 236 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)

11 COMPETITIVE LANDSCAPE

  • 11.1 KEY PLAYER STRATEGIES
    • TABLE 237 OVERVIEW OF STRATEGIES DEPLOYED BY KEY PLAYERS IN CLOUD-BASED CONTACT CENTER MARKET
  • 11.2 MARKET EVALUATION FRAMEWORK
    • FIGURE 38 MARKET EVALUATION FRAMEWORK, 2019-2022
  • 11.3 MARKET SHARE ANALYSIS
    • FIGURE 39 MARKET SHARE ANALYSIS OF COMPANIES IN CLOUD-BASED CONTACT CENTER MARKET, 2022
  • 11.4 HISTORICAL REVENUE ANALYSIS OF LEADING PLAYERS
    • FIGURE 40 REVENUE ANALYSIS OF TOP FIVE LEADING PLAYERS, 2019-2021
  • 11.5 COMPANY EVALUATION MATRIX
    • 11.5.1 DEFINITIONS AND METHODOLOGY
    • TABLE 238 COMPANY EVALUATION MATRIX: CRITERIA AND WEIGHT
    • 11.5.2 STARS
    • 11.5.3 EMERGING LEADERS
    • 11.5.4 PERVASIVE PLAYERS
    • 11.5.5 PARTICIPANTS
    • FIGURE 41 CLOUD-BASED CONTACT CENTER MARKET (GLOBAL): COMPANY EVALUATION MATRIX, 2022
  • 11.6 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS
    • 11.6.1 DEFINITIONS AND METHODOLOGY
    • TABLE 239 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS: CRITERIA WEIGHT
    • 11.6.2 PROGRESSIVE COMPANIES
    • 11.6.3 RESPONSIVE COMPANIES
    • 11.6.4 DYNAMIC COMPANIES
    • 11.6.5 STARTING BLOCKS
    • FIGURE 42 CLOUD-BASED CONTACT CENTER MARKET (GLOBAL): SME/START-UP EVALUATION MATRIX, 2022
  • 11.7 COMPETITIVE SCENARIO
    • 11.7.1 PRODUCT LAUNCHES
    • TABLE 240 PRODUCT LAUNCHES, 2019-2022
    • 11.7.2 DEALS
    • TABLE 241 DEALS, 2018-2022

12 COMPANY PROFILES

  • 12.1 INTRODUCTION
  • 12.2 KEY PLAYERS
  • (Business Overview, Products, Solutions & Services, Recent Developments, MnM View)**
    • 12.2.1 NICE
    • TABLE 242 NICE: BUSINESS OVERVIEW
    • FIGURE 43 NICE: COMPANY SNAPSHOT
    • TABLE 243 NICE: SOLUTIONS OFFERED
    • TABLE 244 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 245 NICE: DEALS
    • 12.2.2 GENESYS
    • TABLE 246 GENESYS: BUSINESS OVERVIEW
    • TABLE 247 GENESYS: SOLUTIONS OFFERED
    • TABLE 248 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 249 GENESYS: DEALS
    • 12.2.3 FIVE9
    • TABLE 250 FIVE9: BUSINESS OVERVIEW
    • FIGURE 44 FIVE9: COMPANY SNAPSHOT
    • TABLE 251 FIVE9: SOLUTIONS OFFERED
    • TABLE 252 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 253 FIVE9: DEALS
    • 12.2.4 VONAGE
    • TABLE 254 VONAGE: BUSINESS OVERVIEW
    • FIGURE 45 VONAGE: COMPANY SNAPSHOT
    • TABLE 255 VONAGE: SOLUTIONS OFFERED
    • TABLE 256 VONAGE: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 257 VONAGE: DEALS
    • 12.2.5 TALKDESK
    • TABLE 258 TALKDESK: BUSINESS OVERVIEW
    • TABLE 259 TALKDESK: SOLUTIONS OFFERED
    • TABLE 260 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 261 TALKDESK: DEALS
    • 12.2.6 8X8
    • TABLE 262 8X8: BUSINESS OVERVIEW
    • FIGURE 46 8X8: COMPANY SNAPSHOT
    • TABLE 263 8X8: SOLUTIONS OFFERED
    • TABLE 264 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 265 8X8: DEALS
    • 12.2.7 CISCO
    • TABLE 266 CISCO: BUSINESS OVERVIEW
    • FIGURE 47 CISCO: COMPANY SNAPSHOT
    • TABLE 267 CISCO: SOLUTIONS OFFERED
    • TABLE 268 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 269 CISCO: DEALS
    • 12.2.8 AVAYA
    • TABLE 270 AVAYA: BUSINESS OVERVIEW
    • FIGURE 48 AVAYA: COMPANY SNAPSHOT
    • TABLE 271 AVAYA: SOLUTIONS OFFERED
    • TABLE 272 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 273 AVAYA: DEALS
    • 12.2.9 SERENOVA
    • TABLE 274 SERENOVA: BUSINESS OVERVIEW
    • TABLE 275 SERENOVA: SOLUTIONS OFFERED
    • TABLE 276 SERENOVA: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 277 SERENOVA: DEALS
    • 12.2.10 CONTENT GURU
    • TABLE 278 CONTENT GURU: BUSINESS OVERVIEW
    • TABLE 279 CONTENT GURU: SOLUTIONS OFFERED
    • TABLE 280 CONTENT GURU: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 281 CONTENT GURU: DEALS
    • 12.2.11 ALVARIA
    • 12.2.12 RINGCENTRAL
    • 12.2.13 ENGHOUSE INTERACTIVE
    • 12.2.14 3CLOGIC
    • 12.2.15 AMEYO
    • 12.2.16 TWILIO
    • 12.2.17 VOCALCOM
    • 12.2.18 EVOLVE IP
  • *Details on Business Overview, Products, Solutions & Services, Recent Developments, MnM View might not be captured in case of unlisted companies.
  • 12.3 STARTUP/SME PROFILES
    • 12.3.1 PYPESTREAM
    • 12.3.2 TECHSEE
    • 12.3.3 AIRCALL
    • 12.3.4 SENTIMENT MACHINES
    • 12.3.5 NUBITEL
    • 12.3.6 JUSTCALL
    • 12.3.7 DIALER360
    • 12.3.8 SERVETEL
    • 12.3.9 NEODOVE
    • 12.3.10 RULAI

13 ADJACENT AND RELATED MARKETS

  • 13.1 INTRODUCTION
    • 13.1.1 RELATED MARKETS
    • 13.1.2 LIMITATIONS
  • 13.2 CONTACT CENTER SOFTWARE MARKET
    • 13.2.1 MARKET DEFINITION
      • 13.2.1.1 Contact center software market, by component
    • TABLE 282 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2016-2019 (USD MILLION)
    • TABLE 283 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2020-2026 (USD MILLION)
    • TABLE 284 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2020-2026 (USD MILLION)
    • TABLE 285 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2020-2026 (USD MILLION)
      • 13.2.1.2 Contact center software market, by organization size
    • TABLE 286 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION)
    • TABLE 287 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION)
      • 13.2.1.3 Contact center software market, by deployment mode
    • TABLE 288 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2016-2019 (USD MILLION)
    • TABLE 289 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2020-2026 (USD MILLION)
      • 13.2.1.4 Contact center software market, by industry
    • TABLE 290 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2016-2019 (USD MILLION)
    • TABLE 291 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2020-2026 (USD MILLION)
      • 13.2.1.5 Contact center software market, by region
    • TABLE 292 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2019 (USD MILLION)
    • TABLE 293 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2020-2026 (USD MILLION)
  • 13.3 CONTACT CENTER ANALYTICS MARKET
    • 13.3.1 MARKET DEFINITION
      • 13.3.1.1 Contact center analytics market, by component
    • TABLE 294 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 295 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 296 CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022-2027 (USD MILLION)
    • TABLE 297 CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022-2027 (USD MILLION)
      • 13.3.1.2 Contact center analytics market, by deployment mode
    • TABLE 298 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 299 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
      • 13.3.1.3 Contact center analytics market, by organization size
    • TABLE 300 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 301 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
      • 13.3.1.4 Contact center analytics market, by application
    • TABLE 302 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 303 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
      • 13.3.1.5 Contact center analytics market, by vertical
    • TABLE 304 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 305 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
      • 13.3.1.6 Contact center analytics market, by region
    • TABLE 306 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 307 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)

14 APPENDIX

  • 14.1 DISCUSSION GUIDE
  • 14.2 KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 14.3 AVAILABLE CUSTOMIZATIONS
  • 14.4 RELATED REPORTS
  • 14.5 AUTHOR DETAILS