Report Code: CMI18713

Published Date: September 2022

Pages: 220+

Category: Technology

Report Snapshot

CAGR: 26.48%
13.45B
2021
18.77B
2022
60.77B
2030

Source: CMI

Study Period: 2024-2033
Fastest Growing Market: Asia-Pacific
Largest Market: Europe

Major Players

  • NICE (Israel)
  • Talkdesk (US)
  • 8×8 (US)
  • Cisco (US)
  • Others

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Reports Description

According to Custom Market Insights (CMI), The Global Cloud based Contact Center Market size was estimated at USD 13.45 billion in 2021 and is expected to reach USD 18.77 billion in 2022 and is expected to hit around USD 60.77 billion by 2030, poised to grow at a compound annual growth rate (CAGR) of 26.48% from 2022 to 2030. After the pandemic, there has been substantial growth in the market.

Cloud computing has helped grow the market by providing robust scalability, flexibility, convenience features, and affordability. Many organizations worldwide are migrating to or using cloud based products compared to on-premise products. During the outbreak of the COVID-19 pandemic, contact centers were seen as a convenient and reliable option. It helped to provide continuity to the businesses. 

As the need for remote work increased during the pandemic, contact centers proved to be a boon for market growth. Easy integration is offered to incorporate the cloud based systems, which shall prove to be another factor that will help the market’s growth.

It makes the transition easy. Even after the post-pandemic period, organizations have continued to provide work-from-home opportunities. Due to this, the demand for cloud based services will continue to grow in the coming years.

There shall be increased use of contact centers that use cloud based services, which is expected to be about 66% even in the coming years. The cases of cyber-attacks have also increased in recent years. Cyber-criminals find these organizations and target all the sensitive information. Increased vulnerability of such platforms to cyber-attacks will hamper the market’s growth in the coming years. Cyber-attacks are very common in the United States.

As a large amount of extremely valuable data is stored on the cloud, cybercriminals target these centers, a major concern for most organizations worldwide.

Growth Factors

One of the most important factors that will help the Cloud based Contact Center market’s growth is the reliability of these systems. Cloud based solutions are more reliable as compared to on-premise systems. Security standards are enhanced in these services, so the demand for these services will continue to grow in the coming years. Controlled functionality and flexibility are the other factors that will help in the growth of the market in the coming years.

Increased adoption of these services will lead to improved performance, a significant factor that will help the market’s growth during the forecast period. In addition, businesses can use cloud deployment for contact centers, which helps reduce the need for hardware infrastructure, which helps in reducing the cost for the Organization.

Most medium-sized and small-sized enterprises have started using cloud based models in recent years compared to on-premise models. Increased use of the technologies like artificial intelligence has also transformed the industry to a great extent. Incorporating artificial intelligence technology will provide good opportunities for market growth in the coming years. It helps enhance the reliability of the businesses, and the increased automation will help reduce the amount of time spent on the different types of repetitive tasks. Increased use of this technology will help save time, so the employees will focus largely on efficiently serving the customers. 

The agents’ efficiency and productivity are increased on a large scale as there has been increased adoption of artificial intelligence technology in contact centers, providing better consumer insights and discoveries that will promote efficient business. Most complex issues can be solved quickly due to the use of artificial intelligence technology. As these services provide prescriptive and predictive models, it helps solve most of the consumers’ issues faster. To have automation in the customer or contact centers benefits, most organizations have adopted artificial intelligence technology to a great extent.

The availability of various methods of the choice of the consumers, which help in contacting the companies, has provided major opportunities for Cloud-Based Contact Center market growth. Customer connectivity has been improved in recent years due to the use of multi-channel platforms, which offer better connectivity. The availability of connectivity services like voice, text, and social media will enhance the consumer experience.

The Organization’s operational cost is not affected, due to which the use of the Omni channels will increase in the coming yours. Increased use of the Omni channel connectivity will provide a personalized experience to the consumers and seamless services. The availability of multiple channels for these services will create more demand in the coming years.

Segmental Insights

Cloud based contact centre market segment based on component

The component solutions segment will have the largest market share in the coming years. The part will have a larger market share than the service segment. The market provides two types of services: managed services and professional services. Managed services will have good growth in the coming years. Increased automatic call distribution, interactive voice response, and computer telephone integration will drive market growth in the coming years.

Adopting these platforms has provided workforce optimization, call recording, and customer collaboration which will help grow the solutions segment. IVR services can be used even from remote locations, which are aided by the use of cloud-based platforms.

Global Cloud Based Contact Center Market 2023 – 2032 (By Component)

www.custommarketinsight.com

Cloud-based contact center market segment based on Deployment

Based on Deployment, a significant share will be held by public Deployment. Maximum windows provide cloud based services as they are low in cost. Maintenance services are provided without extra charge, which drives the segment’s growth. Apart from public deployments, private deployments are also expected to show significant change. They are gaining popularity due to the use of advanced features. Improvisation in customization, security control, and efficiency are some factors that will help in the market’s growth in the coming years. Many vendors have increased their adoption of private deployments for corporates. Security concerns will lead to the development of this segment in the coming years.

A combination of the private and public cloud infrastructure is known as a hybrid. The hybrid segment will also grow well in the coming years as it provides an agile and flexible environment.

Cloud based contact center market segment based on the size of the Organization

Larger enterprises will have the maximum share in the coming years. This is because large enterprises on a larger scale adopt advanced technologies. As the customer base of these enterprises is huge, early adoption is needed. Small and medium enterprises will also show significant growth due to the availability of cost-effective solutions. Management of customer service, improved productivity, and efficiency are some other features that will help increase the adoption of these services in small and medium enterprises in the coming years.

Cloud based contact center market segment based on the End User 

Depending on the end user, the banking and financial sector will have the maximum share in the coming years. One major factor that has played an important role in the market’s growth in various industries is digitization. Many institutes have adopted cloud platforms for communication. Integration of artificial intelligence with these platforms will ensure better customer service. As the demand for customer service has increased for it is available round the clock, the adoption of cloud platforms will greatly increase.

Report Scope

Feature of the Report Details
Market Size in 2021 USD 13.45 billion
Projected Market Size in 2030 USD 60.77 billion
CAGR Growth Rate 26.48% CAGR (2022-2030)
Base Year 2023
Forecast Period 2024-2033
Prominent Players NICE (Israel), Talkdesk (US), 8×8 (US), Cisco (US), Genesys (US), Five9 (US), Vonage (US), Avaya (US), and Others
Key Segment By Component, Deployment, Organization, End User, and Region
Report Coverage Revenue Estimation and Forecast, Company Profile, Competitive Landscape, Growth Factors, and Recent Trends
Regional Scope North America, Europe, Asia Pacific, Middle East & Africa, and South & Central America
Buying Options Request tailored purchasing options to fulfill your requirements for research.

Regional Insights

The North American region has dominated the market and will continue to grow well in the coming years. It had the largest market share in the past, about 3.60 billion U.S. dollars in revenue. Many factors have helped in the growth of the market. As many vendors are present in the North American region, the market is expected to grow well. Many innovations are provided by these organizations, which has increased the adoption of the services across various industries.

Companies like Cisco, Microsoft, and Oracle have increased the number of investments made to accelerate research and development activities. Many organizations across the North American region have adopted cloud based services for their businesses, which will help the market’s growth during the forecast period. There shall be good growth in the South American market due to the increased adoption of these services through various vendors. 

The amount of money spent on cloud-based technology has also increased in the South American region the market is expected to grow well. However, a significant share will be held by the European region in the coming years as the cloud-based services have been adopted to a great extent as it happens to be the advanced version of the already existing services in the market. One of the major factors that will help the European market’s growth is outsourcing the contact centers. Cloud solutions are used for the outsourced business and shall be a major driver in the market’s growth.

Substantial growth will be recorded in the Asia Pacific region due to the increased rate of digitization. As new entrants have also increased in the market, especially in the countries like Australia, the market is expected to grow well. Technological developments will play an important role in the growth of the market.

Global Cloud Based Contact Center Market 2023 – 2032 (By Billion)

www.custommarketinsight.com

Key Players 

  • NICE (Israel)
  • Talkdesk (US)
  • 8×8 (US)
  • Cisco (US)
  • Genesys (US)
  • Five9 (US)
  • Vonage (US)
  • Avaya (US)

Recent Development

  • A strategic partnership between8X8 and Pax8 Will provide a combination of voice, team chat meetings, and contact centers through one solution for all the partners in the United States

Free access for three months was provided by Talkdesk in the year 2020 after the outbreak of the COVID-19 pandemic and it helped in providing continuity to various businesses due to the use of their platform Talkdesk Boost.

Global Cloud Based Contact Center Market 2023 – 2032 (By Deployment)

www.custommarketinsight.com

Segments covered in the report

By Component

  • Services
  • Solutions

By Deployment

  • Private
  • Public
  • Hybrid

By Organization

  • Large enterprises
  • Small and medium enterprises

By End User

  • BFSI
  • Government
  • Telecommunication and information technology
  • Travel and hospitality
  • Retail and consumer goods
  • Entertainment and media
  • Others

On the basis of Geography

North America

  • U.S.
  • Canada
  • Mexico
  • Rest of North America

Europe

  • Germany
  • France
  • U.K.
  • Italy
  • Spain
  • Rest of Europe

Asia Pacific

  • China
  • Japan
  • India
  • New Zealand
  • Australia
  • South Korea
  • Rest of Asia Pacific

The Middle East & Africa

  • Saudi Arabia
  • UAE
  • Egypt
  • Kuwait
  • South Africa
  • Rest of the Middle East & Africa

Latin America

  • Brazil
  • Argentina
  • Rest of Latin America

Table of Contents

  • Chapter 1. Preface
    • 1.1 Report Description and Scope
    • 1.2 Research scope
    • 1.3 Research methodology
      • 1.3.1 Market Research Type
      • 1.3.2 Market Research Methodology
  • Chapter 2. Executive Summary
    • 2.1 Global Cloud Based Contact Center Market, (2022 – 2030) (USD Billion)
    • 2.2 Global Cloud Based   Contact Center Market: snapshot
  • Chapter 3. Global Cloud Based   Contact Center Market – Industry Analysis
    • 3.1 Cloud Based   Contact Center Market: Market Dynamics
    • 3.2 Market Drivers
      • 3.2.1 Reliability Of These Systems
      • 3.2.2 Controlled Functionality And Flexibility
      • 3.2.3 Increased Use Of Technologies Like Artificial Intelligence
    • 3.3 Market Restraints
    • 3.4 Market Opportunities
    • 3.5 Market Challenges
    • 3.6 Porter’s Five Forces Analysis
    • 3.7 Market Attractiveness Analysis
      • 3.7.1 Market Attractiveness Analysis By Component
      • 3.7.2 Market Attractiveness Analysis By Deployment
      • 3.7.3 Market Attractiveness Analysis By Organization
      • 3.7.4 Market Attractiveness Analysis By End User
  • Chapter 4. Global Cloud Based   Contact Center Market- Competitive Landscape
    • 4.1 Company market share analysis
      • 4.1.1 Global Cloud Based   Contact Center Market: Company Market Share, 2021
    • 4.2 Strategic development
      • 4.2.1 Acquisitions & mergers
      • 4.2.2 New Product launches
      • 4.2.3 Agreements, partnerships, collaboration, and joint ventures
      • 4.2.4 Research and development and Regional expansion
    • 4.3 Price trend analysis
  • Chapter 5. Global Cloud Based   Contact Center Market – Component Analysis
    • 5.1 Global Cloud Based   Contact Center Market Overview: By Component
      • 5.1.1 Global Cloud Based   Contact Center Market Share, By Component, 2021 and 2030
    • 5.2 Services
      • 5.2.1 Global Cloud Based Contact Center Market by Services, 2022 – 2030 (USD Billion)
    • 5.3 Solutions
      • 5.3.1 Global Cloud Based   Contact Center Market by Solutions, 2022 – 2030 (USD Billion)
  • Chapter 6. Global Cloud Based   Contact Center Market – Deployment Analysis
    • 6.1 Global Cloud Based   Contact Center Market Overview: By Deployment
      • 6.1.1 Global Cloud Based   Contact Center Market Share, By Deployment, 2021 and 2030
    • 6.2 Private
      • 6.2.1 Global Cloud Based   Contact Center Market by Private, 2022 – 2030 (USD Billion)
    • 6.3 Public
      • 6.3.1 Global Cloud Based   Contact Center Market by Public, 2022 – 2030 (USD Billion)
    • 6.4 Hybrid
      • 6.4.1 Global Cloud Based   Contact Center Market by Hybrid, 2022 – 2030 (USD Billion)
  • Chapter 7. Global Cloud Based   Contact Center Market – Organization Analysis
    • 7.1 Global Cloud Based   Contact Center Market Overview: By Organization
      • 7.1.1 Global Cloud Based   Contact Center Market Share, By Organization, 2021 and 2030
    • 7.2 Large enterprises
      • 7.2.1 Global Cloud Based   Contact Center Market by Large Enterprises, 2022 – 2030 (USD Billion)
    • 7.3 Small and medium enterprises
      • 7.3.1 Global Cloud Based   Contact Center Market by Small and Medium Enterprises, 2022 – 2030 (USD Billion)
  • Chapter 8. Global Cloud Based   Contact Center Market – End User Analysis
    • 8.1 Global Cloud Based   Contact Center Market Overview: By End User
      • 8.1.1 Global Cloud Based   Contact Center Market Share, By End User, 2021 and 2030
    • 8.2 BFSI
      • 8.2.1 Global Cloud Based   Contact Center Market by BFSI, 2022 – 2030 (USD Billion)
    • 8.3 Government
      • 8.3.1 Global Cloud Based   Contact Center Market by Government, 2022 – 2030 (USD Billion)
    • 8.4 Telecommunication and Information Technology
      • 8.4.1 Global Cloud Based   Contact Center Market by Telecommunication and Information Technology, 2022 – 2030 (USD Billion)
    • 8.5 Travel and hospitality
      • 8.5.1 Global Cloud Based   Contact Center Market by Travel and Hospitality, 2022 – 2030 (USD Billion)
    • 8.6 Retail and consumer goods
      • 8.6.1 Global Cloud Based   Contact Center Market by Retail and consumer goods, 2022 – 2030 (USD Billion)
    • 8.7 Entertainment and media
      • 8.7.1 Global Cloud Based   Contact Center Market by Entertainment and Media, 2022 – 2030 (USD Billion)
  • Chapter 9. Cloud Based   Contact Center Industry – Regional Analysis
    • 9.1 Global Cloud Based   Contact Center Industry Regional Overview
    • 9.2 Global Cloud Based   Contact Center Industry Share, by Region, 2021 & 2030 (USD Billion)
    • 9.3. North America
      • 9.3.1 North America Cloud Based   Contact Center Industry, 2022 – 2030 (USD Billion)
        • 9.3.1.1 North America Cloud Based   Contact Center Industry, by Country, 2022 – 2030 (USD Billion)
    • 9.4 North America Cloud Based   Contact Center Industry, by Component, 2022 – 2030
      • 9.4.1 North America Cloud Based   Contact Center Industry, by Component, 2022 – 2030 (USD Billion)
    • 9.5 North America Cloud Based   Contact Center Industry, by Deployment, 2022 – 2030
      • 9.5.1 North America Cloud Based   Contact Center Industry, by Deployment, 2022 – 2030 (USD Billion)
    • 9.6 North America Cloud Based   Contact Center Industry, by Organization, 2022 – 2030
      • 9.6.1 North America Cloud Based   Contact Center Industry, by Organization, 2022 – 2030 (USD Billion)
    • 9.7 North America Cloud Based   Contact Center Industry, by End User, 2022 – 2030
      • 9.7.1 North America Cloud Based   Contact Center Industry, by End User, 2022 – 2030 (USD Billion)
    • 9.8. Europe
      • 9.8.1 Europe Cloud Based   Contact Center Industry, 2022 – 2030 (USD Billion)
        • 9.8.1.1 Europe Cloud Based   Contact Center Industry, by Country, 2022 – 2030 (USD Billion)
    • 9.9 Europe Cloud Based   Contact Center Industry, by Component, 2022 – 2030
      • 9.9.1 Europe Cloud Based   Contact Center Industry, by Component, 2022 – 2030 (USD Billion)
    • 9.10 Europe Cloud Based   Contact Center Industry, by Deployment, 2022 – 2030
      • 9.10.1 Europe Cloud Based   Contact Center Industry, by Deployment, 2022 – 2030 (USD Billion)
    • 9.11 Europe Cloud Based   Contact Center Industry, by Organization, 2022 – 2030
      • 9.11.1 Europe Cloud Based   Contact Center Industry, by Organization, 2022 – 2030 (USD Billion)
    • 9.12 Europe Cloud Based   Contact Center Industry, by End User, 2022 – 2030
      • 9.12.1 Europe Cloud Based   Contact Center Industry, by End User, 2022 – 2030 (USD Billion)
    • 9.13. Asia Pacific
      • 9.13.1 Asia Pacific Cloud Based   Contact Center Industry, 2022 – 2030 (USD Billion)
        • 9.13.1.1 Asia Pacific Cloud Based   Contact Center Industry, by Country, 2022 – 2030 (USD Billion)
    • 9.14 Asia Pacific Cloud Based   Contact Center Industry, by Component, 2022 – 2030
      • 9.14.1 Asia Pacific Cloud Based   Contact Center Industry, by Component, 2022 – 2030 (USD Billion)
    • 9.15 Asia Pacific Cloud Based   Contact Center Industry, by Deployment, 2022 – 2030
      • 9.15.1 Asia Pacific Cloud Based   Contact Center Industry, by Deployment, 2022 – 2030 (USD Billion)
    • 9.16 Asia Pacific Cloud Based   Contact Center Industry, by Organization, 2022 – 2030
      • 9.16.1 Asia Pacific Cloud Based   Contact Center Industry, by Organization, 2022 – 2030 (USD Billion)
    • 9.17 Asia Pacific Cloud Based   Contact Center Industry, by End User, 2022 – 2030
      • 9.17.1 Asia Pacific Cloud Based   Contact Center Industry, by End User, 2022 – 2030 (USD Billion)
    • 9.18. Latin America
      • 9.18.1 Latin America Cloud Based   Contact Center Industry, 2022 – 2030 (USD Billion)
        • 9.18.1.1 Latin America Cloud Based   Contact Center Industry, by Country, 2022 – 2030 (USD Billion)
    • 9.19 Latin America Cloud Based   Contact Center Industry, by Component, 2022 – 2030
      • 9.19.1 Latin America Cloud Based   Contact Center Industry, by Component, 2022 – 2030 (USD Billion)
    • 9.20 Latin America Cloud Based   Contact Center Industry, by Deployment, 2022 – 2030
      • 9.20.1 Latin America Cloud Based   Contact Center Industry, by Deployment, 2022 – 2030 (USD Billion)
    • 9.21 Latin America Cloud Based   Contact Center Industry, by Organization, 2022 – 2030
      • 9.21.1 Latin America Cloud Based   Contact Center Industry, by Organization, 2022 – 2030 (USD Billion)
    • 9.22 Latin America Cloud Based   Contact Center Industry, by End User, 2022 – 2030
      • 9.22.1 Latin America Cloud Based   Contact Center Industry, by End User, 2022 – 2030 (USD Billion)
    • 9.23. The Middle-East and Africa
      • 9.23.1 The Middle-East and Africa Cloud Based   Contact Center Industry, 2022 – 2030 (USD Billion)
        • 9.23.1.1 The Middle-East and Africa Cloud Based   Contact Center Industry, by Country, 2022 – 2030 (USD Billion)
    • 9.24 The Middle-East and Africa Cloud Based   Contact Center Industry, by Component, 2022 – 2030
      • 9.24.1 The Middle-East and Africa Cloud Based Contact Center Industry, by Component, 2022 – 2030 (USD Billion)
    • 9.25 The Middle-East and Africa Cloud Based   Contact Center Industry, by Deployment, 2022 – 2030
      • 9.25.1 The Middle-East and Africa Cloud Based   Contact Center Industry, by Deployment, 2022 – 2030 (USD Billion)
    • 9.26 The Middle-East and Africa Cloud Based   Contact Center Industry, by Organization, 2022 – 2030
      • 9.26.1 The Middle-East and Africa Cloud Based   Contact Center Industry, by Organization, 2022 – 2030 (USD Billion)
    • 9.27 The Middle-East and Africa Cloud Based   Contact Center Industry, by End User, 2022 – 2030
      • 9.27.1 The Middle-East and Africa Cloud Based   Contact Center Industry, by End User, 2022 – 2030 (USD Billion)
  • Chapter 10. Company Profiles
    • 10.1 NICE (Israel)
      • 10.1.1 Overview
      • 10.1.2 Financials
      • 10.1.3 Product Portfolio
      • 10.1.4 Business Strategy
      • 10.1.5 Recent Developments
    • 10.2 Talkdesk (US)
      • 10.2.1 Overview
      • 10.2.2 Financials
      • 10.2.3 Product Portfolio
      • 10.2.4 Business Strategy
      • 10.2.5 Recent Developments
    • 10.3 8×8 (US)
      • 10.3.1 Overview
      • 10.3.2 Financials
      • 10.3.3 Product Portfolio
      • 10.3.4 Business Strategy
      • 10.3.5 Recent Developments
    • 10.4 Cisco (US)
      • 10.4.1 Overview
      • 10.4.2 Financials
      • 10.4.3 Product Portfolio
      • 10.4.4 Business Strategy
      • 10.4.5 Recent Developments
    • 10.5 Genesys (US)
      • 10.5.1 Overview
      • 10.5.2 Financials
      • 10.5.3 Product Portfolio
      • 10.5.4 Business Strategy
      • 10.5.5 Recent Developments
    • 10.6 Five9 (US)
      • 10.6.1 Overview
      • 10.6.2 Financials
      • 10.6.3 Product Portfolio
      • 10.6.4 Business Strategy
      • 10.6.5 Recent Developments
    • 10.7 Vonage (US)
      • 10.7.1 Overview
      • 10.7.2 Financials
      • 10.7.3 Product Portfolio
      • 10.7.4 Business Strategy
      • 10.7.5 Recent Developments
    • 10.8 Avaya (US)
      • 10.8.1 Overview
      • 10.8.2 Financials
      • 10.8.3 Product Portfolio
      • 10.8.4 Business Strategy
      • 10.8.5 Recent Developments

List Of Figures

Figures No 1 to 31

List Of Tables

Tables No 1 to 102

Report Methodology

In order to get the most precise estimates and forecasts possible, Custom Market Insights applies a detailed and adaptive research methodology centered on reducing deviations. For segregating and assessing quantitative aspects of the market, the company uses a combination of top-down and bottom-up approaches. Furthermore, data triangulation, which examines the market from three different aspects, is a recurring theme in all of our research reports. The following are critical components of the methodology used in all of our studies:

Preliminary Data Mining

On a broad scale, raw market information is retrieved and compiled. Data is constantly screened to make sure that only substantiated and verified sources are taken into account. Furthermore, data is mined from a plethora of reports in our archive and also a number of reputed & reliable paid databases. To gain a detailed understanding of the business, it is necessary to know the entire product life cycle and to facilitate this, we gather data from different suppliers, distributors, and buyers.

Surveys, technological conferences, and trade magazines are used to identify technical issues and trends. Technical data is also gathered from the standpoint of intellectual property, with a focus on freedom of movement and white space. The dynamics of the industry in terms of drivers, restraints, and valuation trends are also gathered. As a result, the content created contains a diverse range of original data, which is then cross-validated and verified with published sources.

Statistical Model

Simulation models are used to generate our business estimates and forecasts. For each study, a one-of-a-kind model is created. Data gathered for market dynamics, the digital landscape, development services, and valuation patterns are fed into the prototype and analyzed concurrently. These factors are compared, and their effect over the projected timeline is quantified using correlation, regression, and statistical modeling. Market forecasting is accomplished through the use of a combination of economic techniques, technical analysis, industry experience, and domain knowledge.

Short-term forecasting is typically done with econometric models, while long-term forecasting is done with technological market models. These are based on a synthesis of the technological environment, legal frameworks, economic outlook, and business regulations. Bottom-up market evaluation is favored, with crucial regional markets reviewed as distinct entities and data integration to acquire worldwide estimates. This is essential for gaining a thorough knowledge of the industry and ensuring that errors are kept to a minimum.

Some of the variables taken into account for forecasting are as follows:

• Industry drivers and constraints, as well as their current and projected impact

• The raw material case, as well as supply-versus-price trends

• Current volume and projected volume growth through 2030

We allocate weights to these variables and use weighted average analysis to determine the estimated market growth rate.

Primary Validation

This is the final step in our report’s estimating and forecasting process. Extensive primary interviews are carried out, both in-person and over the phone, to validate our findings and the assumptions that led to them.
Leading companies from across the supply chain, including suppliers, technology companies, subject matter experts, and buyers, use techniques like interviewing to ensure a comprehensive and non-biased overview of the business. These interviews are conducted all over the world, with the help of local staff and translators, to overcome language barriers.

Primary interviews not only aid with data validation, but also offer additional important insight into the industry, existing business scenario, and future projections, thereby improving the quality of our reports.

All of our estimates and forecasts are validated through extensive research work with key industry participants (KIPs), which typically include:

• Market leaders

• Suppliers of raw materials

• Suppliers of raw materials

• Buyers.

The following are the primary research objectives:

• To ensure the accuracy and acceptability of our data.

• Gaining an understanding of the current market and future projections.

Data Collection Matrix

Perspective Primary research Secondary research
Supply-side
  • Manufacturers
  • Technology distributors and wholesalers
  • Company reports and publications
  • Government publications
  • Independent investigations
  • Economic and demographic data
Demand-side
  • End-user surveys
  • Consumer surveys
  • Mystery shopping
  • Case studies
  • Reference customers


Market Analysis Matrix

Qualitative analysis Quantitative analysis
  • Industry landscape and trends
  • Market dynamics and key issues
  • Technology landscape
  • Market opportunities
  • Porter’s analysis and PESTEL analysis
  • Competitive landscape and component benchmarking
  • Policy and regulatory scenario
  • Market revenue estimates and forecast up to 2028
  • Market revenue estimates and forecasts up to 2028, by technology
  • Market revenue estimates and forecasts up to 2028, by application
  • Market revenue estimates and forecasts up to 2028, by type
  • Market revenue estimates and forecasts up to 2028, by component
  • Regional market revenue forecasts, by technology
  • Regional market revenue forecasts, by application
  • Regional market revenue forecasts, by type
  • Regional market revenue forecasts, by component

Key Players 

  • NICE (Israel)
  • Talkdesk (US)
  • 8×8 (US)
  • Cisco (US)
  • Genesys (US)
  • Five9 (US)
  • Vonage (US)
  • Avaya (US)
  • Others

FAQs

“North American” region will lead the global Cloud Based Contact Center market during the forecast period 2022 to 2030.

The key factors driving the market are controlled functionality and flexibility.

The key players operating in the Cloud- Based Contact Center market are NICE (Israel), Talkdesk (US), 8×8 (US), Cisco (US), Genesys (US), Five9 (US), Vonage (US) , Avaya (US).

The global Cloud Based Contact Center market is expanding growth with a CAGR of approximately 26.48% during the forecast period (2022 to 2030).

The global Cloud Based Contact Center market size was valued at USD 13.45 billion in 2021 and it is projected to reach around USD 60.77 billion by 2030.

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