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市場調查報告書

雲端型客服中心的全球市場:各解決方案 (ACD,APO,自動刻度盤設備,IVR,CTI,報告、分析,安全)、各類服務 (專門/管理服務)、各用途、各發展方式、各企業規模、各產業、各地區的未來預測 (到2022年)

Cloud-Based Contact Center Market by Solution (ACD, APO, Dialers, IVR, CTI, Reporting and Analytics, and Security), Service (Professional and Managed), Application, Deployment Model, Organization Size, Vertical, and Region - Global Forecast to 2022

出版商 MarketsandMarkets 商品編碼 312121
出版日期 內容資訊 英文 146 Pages
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雲端型客服中心的全球市場:各解決方案 (ACD,APO,自動刻度盤設備,IVR,CTI,報告、分析,安全)、各類服務 (專門/管理服務)、各用途、各發展方式、各企業規模、各產業、各地區的未來預測 (到2022年) Cloud-Based Contact Center Market by Solution (ACD, APO, Dialers, IVR, CTI, Reporting and Analytics, and Security), Service (Professional and Managed), Application, Deployment Model, Organization Size, Vertical, and Region - Global Forecast to 2022
出版日期: 2018年03月22日 內容資訊: 英文 146 Pages
簡介

全球雲端基礎、客服中心市場,2017年達68億美元,預計2022年達209億3000萬美元,以25.2%年複合成長率 (CAGR) 成長。市場成長的原因之一,是雲端型客服中心比內部部署型在業務永續營運性方面出色。另一方面,資訊損失的擔憂等,妨礙市場成長。

本報告提供全球雲端型客服中心市場相關調查分析,市場概要,產業趨勢,各市場區隔的市場分析,競爭情形,主要企業等相關的系統性資訊。

第1章 簡介

第2章 分析方法

第3章 摘要整理

第4章 重要考察

第5章 市場概要與產業趨勢

  • 簡介
  • 市場動態
    • 促進因素
      • 利用回數為基礎的訂閱模式,對終端用戶的收費
      • 發展的迅速化,擴充性的提高,彈性的改善
      • 業務永續營運性的改善
      • 雲端遵守的必要條件
      • 整合性、效用的改善
      • 中小企業的雲端型客服中心、服務的需求增加
    • 阻礙因素
      • 資訊損失的風險
      • 部分地區的,雲端型客服中心的知名度不足
      • 目前客服中心市場上,內部部署方式佔著大部分
    • 機會
      • 客戶體驗的改善
      • 有效利用有雲端型客服中心優點的企業數增加
      • 主要供應商的關心增加
    • 課題
      • 整合等級的維持
      • 要導入雲端型客服中心的貧乏IT基礎設施
  • 技術的趨勢和標準規格
    • 簡介
    • 雲端型客服中心市場規格、指南
  • 雲端型客服中心市場:價值鏈分析
  • 市場生態系統

第6章 雲端型客服中心市場:各解決方案

  • 簡介
  • ACD (自動接收呼分配設備)
  • APO (代理商業績最佳化)
  • 自動刻度盤設備
  • IVR (自動語音應答)
  • CTI (電腦、語音通信、整合)
  • 報告、分析
  • 安全
  • 其他

第7章 雲端型客服中心市場:各類服務

  • 簡介
  • 專門服務
  • 管理服務

第8章 雲端型客服中心市場:各用途

  • 簡介
  • 呼叫路由、佇列
  • 資料整合、記錄
  • 聊天品質、監測
  • 即時決策
  • 人力資源優化

第9章 雲端型客服中心市場:各部署模式

  • 簡介
  • 公共雲端
  • 私有雲端
  • 混合雲端

第10章 雲端型客服中心市場:各企業規模

  • 簡介
  • 大企業用
  • 中小企業導向

第11章 雲端型客服中心市場:各產業

  • 簡介
  • 銀行、金融服務、保險 (BFSI)
  • 消費品、零售業
  • 政府、公共部門
  • 醫療、生命科學
  • 製造業
  • 媒體、娛樂
  • 通訊、IT
  • 其他

第12章 雲端型客服中心市場:各地區

  • 簡介
  • 北美
  • 歐洲
  • 亞太地區
  • 中東、非洲
  • 南美

第13章 競爭情形

  • 概要
    • 市場排行榜
    • 新產品/技術的投入
    • 事業聯盟、合作,協定
    • 企業合併、收購 (M&A)

第14章 企業簡介 (產業概要,主要產品與服務,近幾年趨勢,SWOT分析,MnM的見解)

  • 簡介
  • 8X8, INC.
  • FIVE9
  • CISCO SYSTEMS
  • GENESYS
  • ORACLE
  • NEWVOICEMEDIA
  • CONNECT FIRST
  • ASPECT SOFTWARE
  • NICE LTD.
  • 3CLOGIC
  • 主要的技術開發企業
    • BT GROUP
    • WEST CORPORATION
    • LIVEOPS
    • MITEL NETWORKS CORPORATION
    • OZONETEL SYSTEMS PVT. LTD
    • EVOLVE IP, LLC.

第15章 附錄

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目錄
Product Code: TC 2662

"The growth in the need for improving consumer experience has fueled the adoption of cloud-based contact center solutions across the globe"

The global cloud-based contact center market is expected to grow from USD 6.80 billion in 2017 to USD 20.93 billion by 2022, at a Compound Annual Growth Rate (CAGR) of 25.2% during the forecast period. Business continuity is one of the major driving factors for cloud-based contact centers. In on-premises contact centers, hardware failures emerge abruptly, which is expected to disastrously impact on the companies' customer data resulting in downtime, busy signals, and excessive delay. Cloud-based contact centers are independent of the location they are situated that enables agents, supervisors, and administrators to access them from anywhere through a phone or by an internet connection. This makes cloud-based contact centers a disaster recovery/business continuity solution. This is one of the major growth drivers for the cloud-based contact center market, as these solutions provide an effective control that aid in meeting compliances and uptime. However, concerns related to information loss is expected to prevent the end-users from adopting these solutions.

The call routing and queuing segment is expected to have the largest market size during the forecast period

Call routing designates certain calls to different agents and locations depending on a variety of factors. Focusing on call routing enables organizations to manage thousands of calls continuously without compromising with the customer satisfaction. Moreover, organizations could easily manage spikes in call volume by intelligently distributing calls among multiple contact centers, including remote centers and home-based agents, with the unique cloud routing technology. However, demand for call routing and queuing solution is expected to increase in various verticals.

The large enterprise segment is expected to have the larger market share during the forecast period

The cloud-based contact center market has been segmented based on organization size into Small and Medium-sized Enterprises (SMEs) and large enterprises. The major benefit large enterprises receive with the implementation of cloud transformation is that the cloud services are maintained and supported by the vendors themselves. Moreover, firms could thereby engage their employees in more strategic business tasks. The demand for flexible, scalable, and convenient solutions for large enterprises pushes service providers to come up with the new technologies and offer innovative solutions. Hence, the cloud-based contact center market for large enterprises is expected to grow at a significant rate.

North America is estimated to have the largest market share in 2017, whereas Asia Pacific is projected to grow at the highest rate during the forecast period

North America is estimated to capture the largest market share in 2017, and the trend is expected to continue during the forecast period. Growth in adoption of cloud-based services in SMEs and large enterprises is expected to drive the revenue growth in this region. On the other hand, the cloud-based contact center market in Asia Pacific (APAC) is expected to witness an exponential growth and is projected to be one of the fastest-growing regions in the global cloud-based contact center market. This is attributed to the large-scale adoption of cost-effective cloud-based solutions in these regions.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with the key people. The break-up of the profiles of the primary participants is given below:

  • By Company Type: Tier I: 50%, Tier II: 33%, and Tier III: 17%
  • By Designation: C Level: 50%, D Level: 17%, and Others: 33%
  • By Region: North America: 33%, APAC: 17%, Europe: 33%, and RoW: 17%

The key vendors profiled in the report are as follows:

  • 1. 8x8 Inc. (US)
  • 2. Five9 (US)
  • 3. Cisco Systems (US)
  • 4. Genesys (US)
  • 5. Oracle (US)
  • 6. NewVoiceMedia (UK)
  • 7. Connect First (US)
  • 8. Aspect Software (US)
  • 9. NICE Ltd. (Israel)
  • 10. 3CLogic (US)

Research Coverage:

The market is segmented on the basis of solution that includes Automatic Call Distribution (ACD), Agent Performance Optimization (APO), dialers, Interactive Voice Response (IVR), Computer Telephony Integration (CTI), reporting and analytics, security, others (issue tracking, omnichannel, and mobile care solution). The service segment includes professional service and managed service. The deployment model segment includes public cloud, private cloud, and hybrid cloud. The organization size includes SMEs and large enterprises. The applications include call routing and queuing, data integration and recording, chat quality and monitoring, real-time decision-making, and workforce optimization. The market has been segmented on the basis of vertical into Banking, Financial Services, and Insurance (BFSI), consumer goods and retail, government and public sector, healthcare and life sciences, manufacturing, media and entertainment, telecommunication and Information Technology Enabled Services (ITES), and others (transportation and logistics, and education). Furthermore, the market has been segmented on the basis of regions into North America, Europe, APAC, Middle East and Africa (MEA), and Latin America.

The report is expected to help the market leaders/new entrants in the following ways:

  • 1. The report segments the cloud-based contact center market comprehensively and provides the closest approximations of the revenue numbers for the overall market and subsegments across different industries and regions.
  • 2. The report is expected to help stakeholders understand the pulse of the market and provide them with the information on the key market drivers, restraints, challenges, and opportunities.
  • 3. The report is expected to help stakeholders better understand their competitors and gain more insights to enhance their position in the market. The competitive landscape section includes new product launches, partnerships, agreements and collaborations, mergers and acquisitions, and expansions related to the cloud-based contact center market.

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 OBJECTIVES OF THE STUDY
  • 1.2 MARKET DEFINITION
  • 1.3 MARKET SCOPE
  • 1.4 YEARS CONSIDERED FOR THE STUDY
  • 1.5 CURRENCY CONSIDERED
  • 1.6 STAKEHOLDERS

2 RESEARCH METHODOLOGY

  • 2.1 RESEARCH DATA
    • 2.1.1 SECONDARY DATA
    • 2.1.2 PRIMARY DATA
      • 2.1.2.1 Breakdown of primaries
      • 2.1.2.2 Key industry insights
  • 2.2 MARKET SIZE ESTIMATION
  • 2.3 RESEARCH ASSUMPTIONS
  • 2.4 LIMITATIONS

3 EXECUTIVE SUMMARY

4 PREMIUM INSIGHTS

  • 4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CLOUD-BASED CONTACT CENTER MARKET
  • 4.2 CLOUD-BASED CONTACT CENTER MARKET, TOP 3 VERTICALS AND REGIONS
  • 4.3 MARKET INVESTMENT SCENARIO

5 MARKET OVERVIEW AND INDUSTRY TRENDS

  • 5.1 INTRODUCTION
  • 5.2 MARKET DYNAMICS
    • 5.2.1 DRIVERS
      • 5.2.1.1 Pay-per-use subscription model for charging end-users
      • 5.2.1.2 Faster deployment, better scalability, and improved flexibility
      • 5.2.1.3 Improved business continuity
      • 5.2.1.4 Cloud compliance requirements
      • 5.2.1.5 Improved integration and usability
      • 5.2.1.6 Increasing demand in SMEs for cloud-based contact center services

    • 5.2.2 RESTRAINTS
      • 5.2.2.1 Risk of information loss
      • 5.2.2.2 Lack of awareness about cloud-based contact centers in some regions
      • 5.2.2.3 On-premises contact center technology covers a large portion of the current contact center market
    • 5.2.3 OPPORTUNITIES
      • 5.2.3.1 Improved customer experience
      • 5.2.3.2 Increasing numbers of enterprises are harnessing the benefits of cloud-based contact centers
      • 5.2.3.3 Rising interest of the major market vendors
    • 5.2.4 CHALLENGES
      • 5.2.4.1 Maintaining integration levels
      • 5.2.4.2 Poor IT infrastructure for cloud-based contact center adoption
  • 5.3 TECHNOLOGY TRENDS AND STANDARDS
    • 5.3.1 INTRODUCTION
    • 5.3.2 STANDARDS AND GUIDELINES FOR THE CLOUD-BASED CONTACT CENTER MARKET
      • 5.3.2.1 Service Organization Control (SOC) 2
      • 5.3.2.2 Sarbanes-Oxley Act (SOX)
      • 5.3.2.3 Gramm-Leach-Bliley Act (GLBA)
      • 5.3.2.4 Health Insurance Portability and Accountability Act (HIPAA)
      • 5.3.2.5 National Institute of Standards and Technology (NIST) Cybersecurity Framework (CSF)
      • 5.3.2.6 Cloud Security Alliance (CSA) Cloud Controls Matrix (CCM)
      • 5.3.2.7 Payment Card Industry Data Security Standard (PCI DSS)
      • 5.3.2.8 Federal Information Security Management Act (FISMA)
  • 5.4 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS
  • 5.5 MARKET ECOSYSTEM

6 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION

  • 6.1 INTRODUCTION
  • 6.2 AUTOMATIC CALL DISTRIBUTION
  • 6.3 AGENT PERFORMANCE OPTIMIZATION
  • 6.4 DIALERS
  • 6.5 INTERACTIVE VOICE RESPONSE
  • 6.6 COMPUTER TELEPHONY INTEGRATION
  • 6.7 REPORTING AND ANALYTICS
  • 6.8 SECURITY
  • 6.9 OTHERS

7 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE

  • 7.1 INTRODUCTION
  • 7.2 PROFESSIONAL SERVICES
  • 7.3 MANAGED SERVICES

8 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION

  • 8.1 INTRODUCTION
  • 8.2 CALL ROUTING AND QUEUING
  • 8.3 DATA INTEGRATION AND RECORDING
  • 8.4 CHAT QUALITY AND MONITORING
  • 8.5 REAL-TIME DECISION MAKING
  • 8.6 WORKFORCE OPTIMIZATION

9 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL

  • 9.1 INTRODUCTION
  • 9.2 PUBLIC CLOUD
  • 9.3 PRIVATE CLOUD
  • 9.4 HYBRID CLOUD

10 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE

  • 10.1 INTRODUCTION
  • 10.2 LARGE ENTERPRISES
  • 10.3 SMALL AND MEDIUM-SIZED ENTERPRISES

11 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL

  • 11.1 INTRODUCTION
  • 11.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
  • 11.3 CONSUMER GOODS AND RETAIL
  • 11.4 GOVERNMENT AND PUBLIC SECTOR
  • 11.5 HEALTHCARE AND LIFE SCIENCES
  • 11.6 MANUFACTURING
  • 11.7 MEDIA AND ENTERTAINMENT
  • 11.8 TELECOMMUNICATION AND ITES
  • 11.9 OTHERS

12 CLOUD-BASED CONTACT CENTER MARKET, BY REGION

  • 12.1 INTRODUCTION
  • 12.2 NORTH AMERICA
  • 12.3 EUROPE
  • 12.4 ASIA PACIFIC
  • 12.5 MIDDLE EAST AND AFRICA
  • 12.6 LATIN AMERICA

13 COMPETITIVE LANDSCAPE

  • 13.1 OVERVIEW
    • 13.1.1 MARKET RANKING
    • 13.1.2 NEW PRODUCT/TECHNOLOGY LAUNCHES
    • 13.1.3 PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS
    • 13.1.4 MERGERS AND ACQUISITIONS

14 COMPANY PROFILES

  • 14.1 INTRODUCTION

(Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View)*

  • 14.2 8X8, INC.
  • 14.3 FIVE9
  • 14.4 CISCO SYSTEMS
  • 14.5 GENESYS
  • 14.6 ORACLE
  • 14.7 NEWVOICEMEDIA
  • 14.8 CONNECT FIRST
  • 14.9 ASPECT SOFTWARE
  • 14.10 NICE LTD.
  • 14.11 3CLOGIC

Details on Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

  • 14.12 KEY INNOVATORS
    • 14.12.1 BT GROUP
    • 14.12.2 WEST CORPORATION
    • 14.12.3 LIVEOPS
    • 14.12.4 MITEL NETWORKS CORPORATION
    • 14.12.5 OZONETEL SYSTEMS PVT. LTD
    • 14.12.6 EVOLVE IP, LLC.

15 APPENDIX

  • 15.1 INSIGHTS OF INDUSTRY EXPERTS
  • 15.2 DISCUSSION GUIDE
  • 15.3 KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 15.4 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE
  • 15.5 AVAILABLE CUSTOMIZATIONS
  • 15.6 RELATED REPORTS
  • 15.7 AUTHOR DETAILS

LIST OF TABLES

  • TABLE 1: GLOBAL CLOUD-BASED CONTACT CENTER MARKET: ASSUMPTIONS
  • TABLE 2: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015-2022 (USD MILLION)
  • TABLE 3: AUTOMATIC CLOUD DISTRIBUTION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 4: AGENT PERFORMANCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 5: DIALERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 6: INTERACTIVE VOICE RESPONSE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 7: COMPUTER TELEPHONY INTEGRATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 8: REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 9: SECURITY: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 10: OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 11: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
  • TABLE 12: PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 13: MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 14: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
  • TABLE 15: CALL ROUTING AND QUEUING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 16: DATA INTEGRATION AND RECORDING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 17: CHAT QUALITY AND MONITORING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 18: REAL-TIME DECISION MAKING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 19: WORKFORCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 20: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
  • TABLE 21: PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 22: PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 23: HYBRID CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 24: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
  • TABLE 25: LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 26: SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 27: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 28: BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 29: CONSUMER GOODS AND RETAIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 30: GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 31: HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 32: MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 33: MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 34: TELECOMMUNICATION AND ITES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 35: OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 36: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 37: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015-2022 (USD MILLION)
  • TABLE 38: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
  • TABLE 39: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
  • TABLE 40: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL 2015-2022 (USD MILLION)
  • TABLE 41: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
  • TABLE 42: NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 43: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015-2022 (USD MILLION)
  • TABLE 44: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
  • TABLE 45: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
  • TABLE 46: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
  • TABLE 47: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
  • TABLE 48: EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 49: ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015-2022 (USD MILLION)
  • TABLE 50: ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
  • TABLE 51: ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
  • TABLE 52: ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
  • TABLE 53: ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
  • TABLE 54: ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 55: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015-2022 (USD MILLION)
  • TABLE 56: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
  • TABLE 57: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
  • TABLE 58: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
  • TABLE 59: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
  • TABLE 60: MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 61: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015-2022 (USD MILLION)
  • TABLE 62: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
  • TABLE 63: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
  • TABLE 64: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
  • TABLE 65: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
  • TABLE 66: LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 67: MARKET RANKING FOR THE CLOUD-BASED CONTACT CENTER MARKET, 2017
  • TABLE 68: NEW PRODUCT/TECHNOLOGY LAUNCHES, 2015-2017
  • TABLE 69: PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS, 2015-2018
  • TABLE 70: MERGERS AND ACQUISITIONS, 2015-2018

LIST OF FIGURES

  • FIGURE 1: GLOBAL CLOUD-BASED CONTACT CENTER MARKET: MARKET SEGMENTATION
  • FIGURE 2: CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN
  • FIGURE 3: BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY, DESIGNATION, AND REGION
  • FIGURE 4: DATA TRIANGULATION
  • FIGURE 5: MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH
  • FIGURE 6: MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH
  • FIGURE 7: CLOUD-BASED CONTACT CENTER MARKET: REGIONAL SNAPSHOT
  • FIGURE 8: CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT, BY SOLUTION
  • FIGURE 9: CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT, BY SERVICE
  • FIGURE 10: CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT, BY ORGANIZATION SIZE
  • FIGURE 11: CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT, BY VERTICAL
  • FIGURE 12: INCREASING ADOPTION OF CLOUD-BASED OFFERINGS IS EXPECTED TO FUEL THE GROWTH OF THE CLOUD-BASED CONTACT CENTER MARKET
  • FIGURE 13: BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL, AND NORTH AMERICA ARE ESTIMATED TO HAVE THE LARGEST MARKET SHARES IN 2017
  • FIGURE 14: ASIA PACIFIC IS EXPECTED TO EMERGE AS THE BEST MARKET FOR INVESTMENTS OVER THE NEXT 5 YEARS
  • FIGURE 15: CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
  • FIGURE 16: CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS
  • FIGURE 17: CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM
  • FIGURE 18: SECURITY SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 19: MANAGED SERVICES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 20: CHAT QUALITY AND MONITORING SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 21: HYBRID CLOUD SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 22: SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 23: CONSUMER GOODS AND RETAIL VERTICAL IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 24: ASIA PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 25: NORTH AMERICA: MARKET SNAPSHOT
  • FIGURE 26: ASIA PACIFIC: MARKET SNAPSHOT
  • FIGURE 27: COMPANIES ADOPTED NEW PRODUCT/TECHNOLOGY LAUNCHES; AND PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS AS THE KEY GROWTH STRATEGIES FROM 2015 TO 2022
  • FIGURE 28: GEOGRAPHIC REVENUE MIX OF KEY MARKET PLAYERS
  • FIGURE 29: 8X8, INC.: COMPANY SNAPSHOT
  • FIGURE 30: 8X8, INC.: SWOT ANALYSIS
  • FIGURE 31: FIVE9: COMPANY SNAPSHOT
  • FIGURE 32: FIVE9: SWOT ANALYSIS
  • FIGURE 33: CISCO SYSTEMS: COMPANY SNAPSHOT
  • FIGURE 34: CISCO SYSTEMS: SWOT ANALYSIS
  • FIGURE 35: GENESYS: SWOT ANALYSIS
  • FIGURE 36: ORACLE: COMPANY SNAPSHOT
  • FIGURE 37: ORACLE: SWOT ANALYSIS
  • FIGURE 38: NICE LTD.: COMPANY SNAPSHOT
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