Cloud-based Contact Center Market by Offering (Software by Engagement Type and Services), Communication Channel (Voice, Digital, and Self-service), Application (Marketing Automation, Helpdesk Management), Vertical and Region - Global Forecast to 2029
The cloud-based contact center market is projected to grow from USD 26.2 billion in 2024 to USD 86.4 billion by 2029, at a compound annual growth rate (CAGR) of 26.9% during the forecast period. The market is anticipated to grow due to the rising adoption of advanced contact center technologies. The increasing need for tailored and efficient engagements and growing impact of social media on contact center operations forms a foundational driver in the cloud-based contact center market.
“By software by engagement type, inbound segment to register for largest growing market during the forecast period.”
The market for inbound software in the cloud-based contact center sector is experiencing unprecedented growth driven by several key factors. Leveraging the scalability and flexibility of cloud-based platforms, inbound solutions efficiently manage high call volumes while ensuring prompt and personalized assistance. Advanced features such as automatic call distribution (ACD), interactive voice response (IVR), and skills-based routing optimize agent productivity by directing each interaction to the most qualified resource. Additionally, cloud-based inbound software gives agents real-time access to comprehensive customer data, enabling them to deliver tailored solutions and foster positive experiences.
“By vertical, BFSI to witness the fastest growing market during the forecast period.”
The market for BFSI within the cloud-based contact center market is experiencing exponential growth, fueled by several key factors. With digitalization transforming how customers access and consume content, delivering exceptional customer experiences is a top priority for the sector. A cloud-based contact center is essential for BFSI organizations to engage with customers across multiple channels, providing personalized interactions and seamless experiences. The sector's focus on customer experience drives the adoption of cloud-based contact center software solutions that enhance customer engagement and satisfaction. The need for integration with backend systems such as Customer Relationship Management (CRM) systems and core banking platforms drives the demand for cloud-based contact center software that supports seamless data exchange.
“By region, Asia Pacific to register the highest CAGR market during the forecast period.” The cloud-based contact center market across the Asia Pacific region is experiencing rapid growth, driven by various factors. The rapid advancements in technology, such as AI-powered analytics and virtual agents, enhance customer experience by enabling personalized interactions and efficient issue resolution. Additionally, the increasing trend towards remote work arrangements and the need for business continuity solutions further fuel the adoption of cloud-based contact centers, allowing agents to work from anywhere while maintaining seamless connectivity and productivity.
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 cloud-based contact center market.
? By Company: Tier I: 34%, Tier II: 43%, and Tier III: 23%
? By Designation: C-Level Executives: 28%, D-Level Executives: 50%, and Others: 22%
? By Region: North America: 30%, Europe: 35%, Asia Pacific: 20%, Latin America-5%, and
Middle East and Africa- 10%,
The report includes the study of key players offering cloud-based contact center solutions. It profiles major vendors in the cloud-based contact center market. The major players in the cloud-based contact center market include NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), Talkdesk (US), Cisco (US), Avaya (US), Zoho (India), 8x8 (US), Verizon (US), Alvaria (US), Amelia (US), Twilio (US), CloudWave (Australia), Content Guru (UK), RingCentral (US), 3CLogic (US), Enghouse Interactive (US), Vocalcom (France), Evolve IP (US), Sprinklr (US), Mitel (Canada), BT Group (UK), Pypestream (US), TechSee (Israel), Aircall (France), Sentient Machines (UK), Nubitel (Singapore), JustCall (US), Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).
Research Coverage
The cloud-based contact center market research study involved extensive secondary sources, directories, journals, and paid databases. Primary sources were mainly industry experts from the core and related industries, preferred cloud-based contact center providers, third-party service providers, consulting service providers, end users, 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 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.
The report provides insights on the following pointers:
• Analysis of key drivers (Increasing need for tailored and efficient engagements, growing impact of social media on contact center operations, continuous transition to cloud-based contact centers, and rising adoption of advanced contact center technologies), restraints (Impact of IVR fraud and cyberattacks on business operations and inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony), opportunities (Implementation of generative AI, analytics and NLP capabilities to add value to existing cloud-based contact centers, dynamic customer demand for robust self-service interactions, and growing demand for analyzing audio and video conversations in real-time), and challenges (Challenges impeding the migration of contact centers to cloud-based environments, implementation and integration challenges and data privacy and security aspects).
• Product Development/Innovation: Detailed insights on upcoming technologies, research & development activities, and new product & service launches in the cloud-based contact center market.
• Market Development: Comprehensive information about lucrative markets – the report analyses the cloud-based contact center market across varied regions.
• Market Diversification: Exhaustive information about new products & services, untapped geographies, recent developments, and investments in the cloud-based contact center market.
• Competitive Assessment: In-depth assessment of market shares, growth strategies and service offerings of leading players including NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), Talkdesk (US), Cisco (US), among others in the cloud-based contact center market strategies. The report also helps stakeholders understand the pulse of the cloud-based contact center market and provides them with information on key market drivers, restraints, challenges, and opportunities.
“By software by engagement type, inbound segment to register for largest growing market during the forecast period.”
The market for inbound software in the cloud-based contact center sector is experiencing unprecedented growth driven by several key factors. Leveraging the scalability and flexibility of cloud-based platforms, inbound solutions efficiently manage high call volumes while ensuring prompt and personalized assistance. Advanced features such as automatic call distribution (ACD), interactive voice response (IVR), and skills-based routing optimize agent productivity by directing each interaction to the most qualified resource. Additionally, cloud-based inbound software gives agents real-time access to comprehensive customer data, enabling them to deliver tailored solutions and foster positive experiences.
“By vertical, BFSI to witness the fastest growing market during the forecast period.”
The market for BFSI within the cloud-based contact center market is experiencing exponential growth, fueled by several key factors. With digitalization transforming how customers access and consume content, delivering exceptional customer experiences is a top priority for the sector. A cloud-based contact center is essential for BFSI organizations to engage with customers across multiple channels, providing personalized interactions and seamless experiences. The sector's focus on customer experience drives the adoption of cloud-based contact center software solutions that enhance customer engagement and satisfaction. The need for integration with backend systems such as Customer Relationship Management (CRM) systems and core banking platforms drives the demand for cloud-based contact center software that supports seamless data exchange.
“By region, Asia Pacific to register the highest CAGR market during the forecast period.” The cloud-based contact center market across the Asia Pacific region is experiencing rapid growth, driven by various factors. The rapid advancements in technology, such as AI-powered analytics and virtual agents, enhance customer experience by enabling personalized interactions and efficient issue resolution. Additionally, the increasing trend towards remote work arrangements and the need for business continuity solutions further fuel the adoption of cloud-based contact centers, allowing agents to work from anywhere while maintaining seamless connectivity and productivity.
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 cloud-based contact center market.
? By Company: Tier I: 34%, Tier II: 43%, and Tier III: 23%
? By Designation: C-Level Executives: 28%, D-Level Executives: 50%, and Others: 22%
? By Region: North America: 30%, Europe: 35%, Asia Pacific: 20%, Latin America-5%, and
Middle East and Africa- 10%,
The report includes the study of key players offering cloud-based contact center solutions. It profiles major vendors in the cloud-based contact center market. The major players in the cloud-based contact center market include NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), Talkdesk (US), Cisco (US), Avaya (US), Zoho (India), 8x8 (US), Verizon (US), Alvaria (US), Amelia (US), Twilio (US), CloudWave (Australia), Content Guru (UK), RingCentral (US), 3CLogic (US), Enghouse Interactive (US), Vocalcom (France), Evolve IP (US), Sprinklr (US), Mitel (Canada), BT Group (UK), Pypestream (US), TechSee (Israel), Aircall (France), Sentient Machines (UK), Nubitel (Singapore), JustCall (US), Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).
Research Coverage
The cloud-based contact center market research study involved extensive secondary sources, directories, journals, and paid databases. Primary sources were mainly industry experts from the core and related industries, preferred cloud-based contact center providers, third-party service providers, consulting service providers, end users, 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 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.
The report provides insights on the following pointers:
• Analysis of key drivers (Increasing need for tailored and efficient engagements, growing impact of social media on contact center operations, continuous transition to cloud-based contact centers, and rising adoption of advanced contact center technologies), restraints (Impact of IVR fraud and cyberattacks on business operations and inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony), opportunities (Implementation of generative AI, analytics and NLP capabilities to add value to existing cloud-based contact centers, dynamic customer demand for robust self-service interactions, and growing demand for analyzing audio and video conversations in real-time), and challenges (Challenges impeding the migration of contact centers to cloud-based environments, implementation and integration challenges and data privacy and security aspects).
• Product Development/Innovation: Detailed insights on upcoming technologies, research & development activities, and new product & service launches in the cloud-based contact center market.
• Market Development: Comprehensive information about lucrative markets – the report analyses the cloud-based contact center market across varied regions.
• Market Diversification: Exhaustive information about new products & services, untapped geographies, recent developments, and investments in the cloud-based contact center market.
• Competitive Assessment: In-depth assessment of market shares, growth strategies and service offerings of leading players including NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), Talkdesk (US), Cisco (US), among others in the cloud-based contact center market strategies. The report also helps stakeholders understand the pulse of the cloud-based contact center market and provides them with information on key market drivers, restraints, challenges, and opportunities.
1 INTRODUCTION
1.1 STUDY OBJECTIVES
1.2 MARKET DEFINITION
1.2.1 INCLUSIONS AND EXCLUSIONS
1.3 MARKET SCOPE
1.3.1 MARKET SEGMENTATION
FIGURE 1 CLOUD-BASED CONTACT CENTER MARKET SEGMENTATION
TABLE 1 CLOUD-BASED CONTACT CENTER MARKET: DETAILED SEGMENTATION
1.3.2 REGIONS COVERED
FIGURE 2 REGIONAL SEGMENTATION
1.3.3 YEARS CONSIDERED
1.4 CURRENCY CONSIDERED
TABLE 2 USD EXCHANGE RATES, 2019–2023
1.5 STAKEHOLDERS
1.6 SUMMARY OF CHANGES
1.6.1 RECESSION IMPACT
2 RESEARCH METHODOLOGY
2.1 RESEARCH DATA
FIGURE 3 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
TABLE 3 PRIMARY INTERVIEWS
2.1.2.1 Breakup of primary profiles
2.1.2.2 Key industry insights
2.2 DATA TRIANGULATION
FIGURE 4 DATA TRIANGULATION
2.3 MARKET SIZE ESTIMATION
FIGURE 5 CLOUD-BASED CONTACT CENTER MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
2.3.1 TOP-DOWN APPROACH
2.3.2 BOTTOM-UP APPROACH
FIGURE 6 APPROACH 1, BOTTOM-UP (SUPPLY-SIDE): REVENUE FROM SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
FIGURE 7 APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
FIGURE 8 APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
FIGURE 9 APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CLOUD-BASED CONTACT CENTER THROUGH OVERALL DIGITAL SOLUTIONS SPENDING
2.4 MARKET FORECAST
TABLE 4 FACTOR ANALYSIS
2.5 RESEARCH ASSUMPTIONS
2.6 RISK ASSESSMENT
2.7 STUDY LIMITATIONS
2.8 IMPLICATIONS OF RECESSION ON CLOUD-BASED CONTACT CENTER MARKET
TABLE 5 IMPACT OF RECESSION ON GLOBAL CLOUD-BASED CONTACT CENTER MARKET
3 EXECUTIVE SUMMARY
TABLE 6 GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE, 2019–2023 (USD MILLION, Y-O-Y %)
TABLE 7 GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE, 2024–2029 (USD MILLION, Y-O-Y %)
FIGURE 10 SOFTWARE SEGMENT TO DOMINATE MARKET IN 2024
FIGURE 11 OMNICHANNEL ROUTING TO HOLD LARGEST MARKET SHARE IN 2024
FIGURE 12 INBOUND ENGAGEMENT TYPE TO DOMINATE MARKET IN 2024
FIGURE 13 PUBLIC CLOUD SEGMENT TO HOLD LARGEST MARKET SHARE IN 2024
FIGURE 14 PROFESSIONAL SERVICES SEGMENT TO DOMINATE CLOUD-BASED CONTACT CENTER MARKET IN 2024
FIGURE 15 INTEGRATION & DEPLOYMENT SERVICES TO HOLD LARGEST MARKET SHARE IN 2024
FIGURE 16 VOICE COMMUNICATION CHANNEL TO DOMINATE MARKET IN 2024
FIGURE 17 MARKETING AUTOMATION SEGMENT TO HOLD LARGEST SHARE IN 2024
FIGURE 18 HEALTHCARE AND LIFE SCIENCES SEGMENT TO GROW AT HIGHEST CAGR AND BFSI TO HOLD LARGEST MARKET SIZE DURING FORECAST PERIOD
FIGURE 19 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
4 PREMIUM INSIGHTS
4.1 ATTRACTIVE OPPORTUNITIES IN CLOUD-BASED CONTACT CENTER MARKET
FIGURE 20 GROWING IMPACT OF SOCIAL MEDIA ON CONTACT CENTER OPERATIONS TO DRIVE MARKET GROWTH
4.2 CLOUD-BASED CONTACT CENTER MARKET: TOP THREE APPLICATIONS
FIGURE 21 HELPDESK MANAGEMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
4.3 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING AND SERVICE
FIGURE 22 SOFTWARE SEGMENT AND PROFESSIONAL SERVICES SEGMENT TO HOLD LARGEST MARKET SHARES IN NORTH AMERICA IN 2024
4.4 CLOUD-BASED CONTACT CENTER MARKET, BY REGION
FIGURE 23 NORTH AMERICA TO HOLD LARGEST MARKET SHARE IN 2024
5 MARKET OVERVIEW AND INDUSTRY TRENDS
5.1 INTRODUCTION
5.2 MARKET DYNAMICS
FIGURE 24 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
5.2.1 DRIVERS
5.2.1.1 Increasing need for tailored and efficient engagements
5.2.1.2 Growing impact of social media on contact center operations
5.2.1.3 Continuous transition to cloud-based contact centers
5.2.1.4 Rising adoption of advanced contact center technologies
5.2.2 RESTRAINTS
5.2.2.1 Impact of IVR fraud and cyberattacks on business operations
5.2.2.2 Inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony
5.2.3 OPPORTUNITIES
5.2.3.1 Implementation of generative AI, analytics, and NLP capabilities to add value to existing cloud-based contact centers
5.2.3.2 Dynamic customer demand for robust self-service interactions
5.2.3.3 Growing demand for analyzing audio and video conversations in real-time
5.2.4 CHALLENGES
5.2.4.1 Challenges impeding migration of contact centers to cloud-based environments
5.2.4.2 Implementation and integration challenges
5.2.4.3 Data privacy and security aspects
5.3 EVOLUTION OF CLOUD-BASED CONTACT CENTER MARKET
FIGURE 25 CLOUD-BASED CONTACT CENTER MARKET: EVOLUTION
5.4 CLOUD-BASED CONTACT CENTER MARKET ARCHITECTURE
FIGURE 26 CLOUD-BASED CONTACT CENTER MARKET: ARCHITECTURE
5.5 SUPPLY CHAIN ANALYSIS
FIGURE 27 CLOUD-BASED CONTACT CENTER MARKET: SUPPLY CHAIN ANALYSIS
5.6 ECOSYSTEM ANALYSIS/MARKET MAP
TABLE 8 CLOUD-BASED CONTACT CENTER MARKET: ECOSYSTEM
FIGURE 28 KEY PLAYERS IN CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM
5.6.1 PLATFORM PROVIDERS
5.6.2 SOFTWARE PROVIDERS
5.6.3 SERVICE PROVIDERS
5.6.4 CLOUD SERVICE PROVIDERS
5.6.5 END USERS
5.6.6 REGULATORY BODIES
5.7 CASE STUDY ANALYSIS
5.7.1 CASE STUDY 1: SITA WITNESSED GROWTH IN CUSTOMER EXPERIENCE WITH GENESYS CLOUD
5.7.2 CASE STUDY 2: COMPANY NURSE REVOLUTIONIZED WORKPLACE INJURY MANAGEMENT WITH GENESYS CLOUD
5.7.3 CASE STUDY 3: CI FINANCIAL IMPROVED CUSTOMER SERVICE AND GAINED DATA INSIGHTS WITH AMAZON CONNECT
5.7.4 CASE STUDY 4: AGILYSYS MODERNIZED CONTACT CENTER BY IMPLEMENTING FIVE9 PLATFORM
5.7.5 CASE STUDY 5: IMPLEMENTATION OF CLOUDWAVE CONCIERGE FOR ENHANCED CUSTOMER EXPERIENCE IN ILLAWARRA CREDIT UNION
5.7.6 CASE STUDY 6: AVAYA CONTACT CENTER ENABLED FLEXIBILITY AND AGILITY IN SOUTH CENTRAL AMBULANCE SERVICES
5.7.7 CASE STUDY 7: ALVARIA CLOUD IMPROVED EFFICIENCY AND PRODUCTIVITY OF HOIST FINANCE
5.7.8 CASE STUDY 8: CLEVELAND CLINIC'S IMPLEMENTATION OF 3CLOGIC'S AI-POWERED CLOUD CONTACT CENTER SOLUTION TRANSFORMED PATIENT SERVICES
5.7.9 CASE STUDY 9: ARISTON USA'S SWITCH TO 8X8'S CLOUD-BASED CONTACT CENTER PLATFORM ENABLED CUSTOMER SERVICE AND OPERATIONS EFFICIENCY
5.7.10 CASE STUDY 10: FORCE THERAPEUTICS USED ENGAGEMENT PLATFORM TO IMPROVE PATIENT CARE IN FORCE THERAPEUTICS
5.8 TECHNOLOGY ANALYSIS
5.8.1 KEY TECHNOLOGIES
5.8.1.1 Cloud Computing
5.8.1.2 NLP
5.8.1.3 Voice Biometrics
5.8.1.4 VOIP
5.8.1.5 Big Data & Analytics
5.8.1.6 Text-to-Speech (TTS)
5.8.2 COMPLEMENTARY TECHNOLOGIES
5.8.2.1 IoT
5.8.2.2 AR & VR
5.8.2.3 Blockchain
5.8.2.4 Robotic Process Automation (RPA)
5.8.3 ADJACENT TECHNOLOGIES
5.8.3.1 Edge Computing
5.8.3.2 5G
5.9 REGULATORY LANDSCAPE
5.9.1 REGULATORY LANDSCAPE
5.9.2 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 9 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 10 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 11 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 12 MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 13 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
5.9.3 PERTINENT REGULATIONS
5.9.3.1 North America
5.9.3.1.1 General Data Protection Regulation (GDPR)
5.9.3.1.2 California Consumer Privacy Act (CCPA)
5.9.3.1.3 Health Insurance Portability and Accountability Act (HIPAA)
5.9.3.2 Europe
5.9.3.2.1 General Data Protection Regulation (GDPR)
5.9.3.2.2 Audiovisual Media Services Directive (AVMSD)
5.9.3.2.3 ePrivacy directive
5.9.3.3 Asia Pacific
5.9.3.3.1 Act on the Protection of Personal Information (APPI)
5.9.3.3.2 Telecommunications Business Law
5.9.3.4 Middle East & Africa
5.9.3.4.1 Consumer Protection Regulations
5.9.3.5 Latin America
5.9.3.5.1 Telecommunications Laws
5.10 PATENT ANALYSIS
5.10.1 METHODOLOGY
5.10.2 PATENTS FILED, BY DOCUMENT TYPE
TABLE 14 PATENTS FILED, 2013–2023
5.10.3 INNOVATION AND PATENT APPLICATIONS
FIGURE 29 TOTAL NUMBER OF PATENTS GRANTED, 2013–2023
5.10.3.1 Top 10 patent applicants in cloud-based contact center market
FIGURE 30 TOP 10 APPLICANTS IN CLOUD-BASED CONTACT CENTER MARKET, 2013–2023
TABLE 15 TOP 20 PATENT OWNERS IN CLOUD-BASED CONTACT CENTER MARKET, 2013–2023
TABLE 16 LIST OF PATENTS GRANTED IN CLOUD-BASED CONTACT CENTER MARKET, 2022–2023
FIGURE 31 REGIONAL ANALYSIS OF PATENTS GRANTED, 2013–2023
5.11 PRICING ANALYSIS
5.11.1 AVERAGE SELLING PRICES OF KEY PLAYERS: TOP 3 APPLICATIONS
FIGURE 32 AVERAGE SELLING PRICES OF KEY PLAYERS: TOP 3 APPLICATIONS
TABLE 17 AVERAGE SELLING PRICES OF KEY PLAYERS FOR TOP 3 APPLICATIONS (USD)
5.11.2 INDICATIVE PRICING ANALYSIS, BY OFFERING
TABLE 18 INDICATIVE PRICING LEVELS OF CLOUD-BASED CONTACT CENTER SOFTWARE, BY OFFERING
5.12 KEY CONFERENCES AND EVENTS, 2024–2025
TABLE 19 CLOUD-BASED CONTACT CENTER MARKET: DETAILED LIST OF CONFERENCES AND EVENTS, 2024–2025
5.13 PORTER’S FIVE FORCES ANALYSIS
TABLE 20 PORTER’S FIVE FORCES’ IMPACT ON CLOUD-BASED CONTACT CENTER MARKET
FIGURE 33 PORTER’S FIVE FORCES ANALYSIS: CLOUD-BASED CONTACT CENTER MARKET
5.13.1 THREAT OF NEW ENTRANTS
5.13.2 THREAT OF SUBSTITUTES
5.13.3 BARGAINING POWER OF SUPPLIERS
5.13.4 BARGAINING POWER OF BUYERS
5.13.5 INTENSITY OF COMPETITIVE RIVALRY
5.14 INVESTMENT LANDSCAPE AND FUNDING SCENARIO
FIGURE 34 CLOUD-BASED CONTACT CENTER MARKET: INVESTMENT LANDSCAPE AND FUNDING SCENARIO (USD MILLION AND NUMBER OF FUNDING ROUNDS)
5.15 CLOUD-BASED CONTACT CENTER BUSINESS MODELS
5.15.1 SUBSCRIPTION-BASED MODELS
5.15.2 PAY-PER-USE MODEL
5.15.3 TIERED PRICING MODEL
5.15.4 PERPETUAL LICENSE MODEL
5.15.5 HYBRID MODEL
5.15.6 CUSTOMIZED PRICING MODEL
5.16 BENEFITS OF TRANSITIONING CONTACT CENTER TO CLOUD
5.17 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS’ BUSINESSES
FIGURE 35 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS’ BUSINESSES
5.18 KEY STAKEHOLDERS & BUYING CRITERIA
5.18.1 KEY STAKEHOLDERS IN BUYING PROCESS
FIGURE 36 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE APPLICATIONS
TABLE 21 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE APPLICATIONS
5.18.2 BUYING CRITERIA
FIGURE 37 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS
TABLE 22 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS
6 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING
6.1 INTRODUCTION
6.1.1 OFFERING: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
FIGURE 38 SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
TABLE 23 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION)
TABLE 24 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION)
6.2 SOFTWARE BY TYPE
FIGURE 39 REPORTING & ANALYTICS SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 25 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
TABLE 26 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
6.2.1 OMNICHANNEL ROUTING
6.2.1.1 Omnichannel routing to help calls and assign tasks to agents based on their expertise and experience
TABLE 27 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 28 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.2.1.2 IVR
6.2.1.3 Automatic call distribution (ACD)
6.2.1.4 Voice call recording
6.2.1.5 Dialers
6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT
6.2.2.1 Workforce engagement to include faster resolution, improve agent productivity, and increase customer retention
TABLE 29 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 30 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.2.2.1.1 Workforce Optimization
6.2.2.1.2 Training and Coaching
6.2.2.1.3 Forecasting and Scheduling
6.2.2.1.4 Knowledge Management
6.2.2.1.5 Resource Management
6.2.3 REPORTING & ANALYTICS
6.2.3.1 Reporting and analytics to identify trends, model data, and predict outcomes related to KPIs and SLAs
TABLE 31 REPORTING & ANALYTICS: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 32 REPORTING & ANALYTICS: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.2.3.1.1 Real-time Speech & Text Analytics
6.2.3.1.2 Historic Reporting Tools
6.2.3.1.3 Performance Analytics & Reporting Software
6.2.3.1.4 Ad Hoc Query & Analysis Tools
6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT
6.2.4.1 Customer engagement management to identify customer preferences and develop business strategies
TABLE 33 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 34 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.2.4.1.1 Multichannel Communication Platform
6.2.4.1.2 CRM Integration Tools
6.2.4.1.3 Customer Feedback & Satisfaction Monitoring Tools
6.2.5 OTHER SOFTWARE TYPES
TABLE 35 OTHER SOFTWARE TYPES: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 36 OTHER SOFTWARE TYPES: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.3 SOFTWARE BY ENGAGEMENT TYPE
FIGURE 40 BLENDED SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 37 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
TABLE 38 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
6.3.1 INBOUND
6.3.1.1 Inbound solutions efficiently manage high call volumes while ensuring prompt and personalized assistance
TABLE 39 INBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 40 INBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.3.2 OUTBOUND
6.3.2.1 Outbound cloud-based contact center software enabling industries to drive revenue growth and expand market reach
TABLE 41 OUTBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 42 OUTBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.3.3 BLENDED
6.3.3.1 Blended contact center software to enable organizations to maintain agility and adaptability in today's fast-paced business landscape
TABLE 43 BLENDED: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 44 BLENDED: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.4 SOFTWARE BY DEPLOYMENT MODE
FIGURE 41 PRIVATE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 45 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
TABLE 46 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
6.4.1 PUBLIC
6.4.1.1 Public clouds to be attractive option for SMEs seeking cost-effective solutions
TABLE 47 PUBLIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 48 PUBLIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.4.2 PRIVATE
6.4.2.1 Private cloud deployments typically entail higher upfront costs and necessitate internal IT expertise for management and maintenance
TABLE 49 PRIVATE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 50 PRIVATE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.4.3 HYBRID
6.4.3.1 Hybrid cloud solutions to enable large enterprises to navigate intricacies of modern IT environments with ease
TABLE 51 HYBRID: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 52 HYBRID: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5 SERVICES
FIGURE 42 MANAGED SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
TABLE 53 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION)
TABLE 54 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION)
TABLE 55 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 56 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5.1 PROFESSIONAL SERVICES
FIGURE 43 SUPPORT & MAINTENANCE SERVICES TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 57 CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
TABLE 58 CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
TABLE 59 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 60 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5.1.1 Consulting & Advisory
6.5.1.1.1 Consulting services to ensure smooth implementation and integration of solutions
TABLE 61 CONSULTING & ADVISORY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 62 CONSULTING & ADVISORY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5.1.2 Integration & deployment
6.5.1.2.1 Integration and deployment services to maximize efficiency, functionality, and value of cloud-based contact center solutions
TABLE 63 INTEGRATION & DEPLOYMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 64 INTEGRATION & DEPLOYMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5.1.3 Support & maintenance
6.5.1.3.1 Support & maintenance services to ensure smooth operation and identification of issues
TABLE 65 SUPPORT & MAINTENANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 66 SUPPORT & MAINTENANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5.1.4 Training & education
6.5.1.4.1 Training services to maximize return on investment in cloud-based contact center technology
TABLE 67 TRAINING & EDUCATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 68 TRAINING & EDUCATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5.2 MANAGED SERVICES
TABLE 69 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 70 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
7 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL
7.1 INTRODUCTION
7.1.1 COMMUNICATION CHANNEL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
FIGURE 44 SELF-SERVICE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 71 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
TABLE 72 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
7.2 VOICE
7.2.1 WITH FEATURES LIKE ACD AND CALL RECORDING, CLOUD-BASED PLATFORMS ENSURE EFFICIENT CALL HANDLING AND AGENT PERFORMANCE MONITORING
TABLE 73 VOICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 74 VOICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
7.2.1.1 Phone
7.2.1.2 VOIP
7.2.1.3 Virtual Phone System
7.3 DIGITAL
7.3.1 OPTIMIZING DIGITAL COMMUNICATION IN CLOUD-BASED CONTACT CENTERS FOR ENHANCED EFFICIENCY
TABLE 75 DIGITAL: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 76 DIGITAL: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
7.3.1.1 Email
7.3.1.2 Live Chat
7.3.1.3 SMS
7.3.1.4 Social Media
7.3.1.5 Instant Messaging Services
7.3.1.6 Video Chat
7.3.1.7 Web Forms
7.4 SELF-SERVICE
7.4.1 TRANSFORMING CUSTOMER SUPPORT BY MASTERING SELF-SERVICE IN CLOUD-BASED CONTACT CENTERS
TABLE 77 SELF-SERVICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 78 SELF-SERVICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
7.4.1.1 IVR
7.4.1.2 Chatbot
7.4.1.3 Virtual Assistant
8 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION
8.1 INTRODUCTION
8.1.1 APPLICATION: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
FIGURE 45 HELPDESK MANAGEMENT SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 79 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
TABLE 80 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
8.2 MARKETING AUTOMATION
8.2.1 DEPLOYMENT OF MARKETING AUTOMATION FOR ELEVATION OF CUSTOMER ENGAGEMENT
TABLE 81 MARKETING AUTOMATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 82 MARKETING AUTOMATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
8.3 SOCIAL MEDIA MANAGEMENT
8.3.1 MAXIMIZATION OF SOCIAL MEDIA MANAGEMENT EFFICIENCY IN CLOUD-BASED CONTACT CENTER MARKET
TABLE 83 SOCIAL MEDIA MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 84 SOCIAL MEDIA MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
8.4 HELPDESK MANAGEMENT
8.4.1 EMPOWERING BUSINESSES BY DELIVERING SUPERIOR CUSTOMER SERVICE THROUGH HELPDESK OPTIMIZATION
TABLE 85 HELPDESK MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 86 HELPDESK MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
8.5 BUSINESS INTELLIGENCE
8.5.1 INTEGRATION OF BUSINESS INTELLIGENCE TOOLS ESSENTIAL FOR DELIVERING SEAMLESS EXPERIENCES ACROSS COMMUNICATION CHANNELS
TABLE 87 BUSINESS INTELLIGENCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 88 BUSINESS INTELLIGENCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
8.6 COLLABORATION AND PRODUCTIVITY
8.6.1 CLOUD TECHNOLOGY TO FACILITATE COLLABORATION AMONG AGENTS, FOSTERING TEAMWORK AND KNOWLEDGE SHARING
TABLE 89 COLLABORATION & PRODUCTIVITY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 90 COLLABORATION & PRODUCTIVITY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
8.7 CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
8.7.1 CRM INTEGRATED CLOUD-BASED CONTACT SERVICES TO STREAMLINE OPERATIONS AND IMPROVE EFFICIENCY AND PRODUCTIVITY
TABLE 91 CRM: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 92 CRM: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
8.8 OTHER APPLICATIONS
TABLE 93 OTHER APPLICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 94 OTHER APPLICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
9 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL
9.1 INTRODUCTION
9.1.1 VERTICAL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
FIGURE 46 HEALTHCARE & LIFE SCIENCES SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 95 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
TABLE 96 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
9.2 BFSI
9.2.1 CLOUD-BASED CONTACT CENTER SOLUTIONS TO ENHANCE OPERATIONAL EFFICIENCY AND SECURITY IN FINANCIAL INSTITUTIONS
TABLE 97 CLOUD-BASED CONTACT CENTER MARKET IN BFSI, BY REGION, 2019–2023 (USD MILLION)
TABLE 98 CLOUD-BASED CONTACT CENTER MARKET IN BFSI, BY REGION, 2024–2029 (USD MILLION)
9.2.2 BFSI USE CASES
9.2.2.1 Loan and Mortgage Application Processing
9.2.2.2 Investment Advisory Services
9.2.2.3 Insurance Claims Processing
9.2.2.4 Fraud Detection and Prevention
9.2.2.5 Others
9.3 RETAIL & CONSUMER GOODS
9.3.1 NEED FOR FASTER DECISION-MAKING, CUSTOMER-CENTRIC MARKET STRATEGIES, AND BUSINESS OPERATIONS TO DRIVE MARKET
TABLE 99 CLOUD-BASED CONTACT CENTER MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2019–2023 (USD MILLION)
TABLE 100 CLOUD-BASED CONTACT CENTER MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2024–2029 (USD MILLION)
9.3.2 RETAIL & CONSUMER GOODS USE CASES
9.3.2.1 Order Management and Tracking
9.3.2.2 Return and Exchanges Processing
9.3.2.3 Product Inquiries and Recommendations
9.3.2.4 E-commerce Customer Support
9.3.2.5 Others
9.4 TELECOM
9.4.1 NEED FOR COMPREHENSIVE ANALYTICS AND REPORTING TOOLS TO BOOST DEMAND FOR CLOUD-BASED CONTACT CENTER SOFTWARE
TABLE 101 CLOUD-BASED CONTACT CENTER MARKET IN TELECOM, BY REGION, 2019–2023 (USD MILLION)
TABLE 102 CLOUD-BASED CONTACT CENTER MARKET IN TELECOM, BY REGION, 2024–2029 (USD MILLION)
9.4.2 TELECOM USE CASES
9.4.2.1 Service Activation and Troubleshooting
9.4.2.2 Technical Support Services
9.4.2.3 Billing Inquiries and Payments
9.4.2.4 Plan Upgrades and Changes
9.4.2.5 Others
9.5 TRAVEL AND HOSPITALITY
9.5.1 CLOUD-BASED CONTACT CENTER SOLUTIONS TO TRANSFORM TRAVEL AND HOSPITALITY CUSTOMER SERVICE
TABLE 103 CLOUD-BASED CONTACT CENTER MARKET IN TRAVEL & HOSPITALITY, BY REGION, 2019–2023 (USD MILLION)
TABLE 104 CLOUD-BASED CONTACT CENTER MARKET IN TRAVEL & HOSPITALITY, BY REGION, 2024–2029 (USD MILLION)
9.5.2 TRAVEL AND HOSPITALITY USE CASES
9.5.2.1 Reservation and Booking Assistance
9.5.2.2 Travel Itinerary Changes
9.5.2.3 Flight or Hotel Status Updates
9.5.2.4 Loyalty Program Inquiries and Claims Processing
9.5.2.5 Others
9.6 HEALTHCARE & LIFE SCIENCES
9.6.1 NEED TO MANAGE APPOINTMENT SCHEDULING, ENSURE PATIENT ADHERENCE TO TREATMENT PLANS, AND STREAMLINE APPOINTMENT PROCESSES TO DRIVE MARKET
TABLE 105 CLOUD-BASED CONTACT CENTER MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2019–2023 (USD MILLION)
TABLE 106 CLOUD-BASED CONTACT CENTER MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2024–2029 (USD MILLION)
9.6.2 HEALTHCARE AND LIFE SCIENCES USE CASES
9.6.2.1 Appointment Scheduling and Reminders
9.6.2.2 Telemedicine and Remote Patient Monitoring
9.6.2.3 Patient Inquiries and Support
9.6.2.4 Health Insurance Inquiries and Claims Processing
9.6.2.5 Others
9.7 TRANSPORTATION AND LOGISTICS
9.7.1 REVOLUTIONIZING TRANSPORTATION AND LOGISTICS BY LEVERAGING CLOUD-BASED SOLUTIONS FOR ENHANCED COMMUNICATION AND OPERATIONS TO DRIVE GROWTH
TABLE 107 CLOUD-BASED CONTACT CENTER MARKET IN TRANSPORTATION & LOGISTICS, BY REGION, 2019–2023 (USD MILLION)
TABLE 108 CLOUD-BASED CONTACT CENTER MARKET IN TRANSPORTATION & LOGISTICS, BY REGION, 2024–2029 (USD MILLION)
9.7.2 TRANSPORTATION AND LOGISTICS USE CASES
9.7.2.1 Delivery Scheduling and Rerouting
9.7.2.2 Freight Rate Quotes and Booking
9.7.2.3 Shipment Tracking and Status Updates
9.7.2.4 Custom Clearance Assistance
9.7.2.5 Others
9.8 IT AND ITES
9.8.1 CLOUD-BASED CONTACT CENTERS TO MAXIMIZE CUSTOMER ENGAGEMENT AND OPERATIONAL EFFICIENCY IN IT, ITES, AND BPO SECTORS
TABLE 109 CLOUD-BASED CONTACT CENTER MARKET IN IT & ITES, BY REGION, 2019–2023 (USD MILLION)
TABLE 110 CLOUD-BASED CONTACT CENTER MARKET IN IT & ITES, BY REGION, 2024–2029 (USD MILLION)
9.8.2 IT AND ITES USE CASE
9.8.2.1 Software Licensing Inquiries and Renewals
9.8.2.2 Developer Support and API Documentation
9.8.2.3 IT Infrastructure Monitoring and Management
9.8.2.4 Cloud Service Provisioning and Support
9.8.2.5 Others
9.9 GOVERNMENT AND PUBLIC SECTOR
9.9.1 NEED FOR EFFECTIVE COMMUNICATION, PROGRESS TRACKING, AND TIMELY ISSUE RESOLUTION TO DRIVE MARKET
TABLE 111 CLOUD-BASED CONTACT CENTER MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2019–2023 (USD MILLION)
TABLE 112 CLOUD-BASED CONTACT CENTER MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2024–2029 (USD MILLION)
9.9.2 GOVERNMENT AND PUBLIC SECTOR USE CASES
9.9.2.1 Citizen Inquiries and Support Services
9.9.2.2 Emergency Response and Disaster Management Support
9.9.2.3 Benefit Environment and Eligibility Verification
9.9.2.4 Permit and License Application Processing
9.9.2.5 Others
9.10 MEDIA AND ENTERTAINMENT
9.10.1 CLOUD-BASED SOLUTIONS ENHANCE CUSTOMER INTERACTIONS, ENABLING MEDIA AND ENTERTAINMENT COMPANIES TO SCALE GLOBALLY
TABLE 113 CLOUD-BASED CONTACT CENTER MAR
1.1 STUDY OBJECTIVES
1.2 MARKET DEFINITION
1.2.1 INCLUSIONS AND EXCLUSIONS
1.3 MARKET SCOPE
1.3.1 MARKET SEGMENTATION
FIGURE 1 CLOUD-BASED CONTACT CENTER MARKET SEGMENTATION
TABLE 1 CLOUD-BASED CONTACT CENTER MARKET: DETAILED SEGMENTATION
1.3.2 REGIONS COVERED
FIGURE 2 REGIONAL SEGMENTATION
1.3.3 YEARS CONSIDERED
1.4 CURRENCY CONSIDERED
TABLE 2 USD EXCHANGE RATES, 2019–2023
1.5 STAKEHOLDERS
1.6 SUMMARY OF CHANGES
1.6.1 RECESSION IMPACT
2 RESEARCH METHODOLOGY
2.1 RESEARCH DATA
FIGURE 3 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
TABLE 3 PRIMARY INTERVIEWS
2.1.2.1 Breakup of primary profiles
2.1.2.2 Key industry insights
2.2 DATA TRIANGULATION
FIGURE 4 DATA TRIANGULATION
2.3 MARKET SIZE ESTIMATION
FIGURE 5 CLOUD-BASED CONTACT CENTER MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
2.3.1 TOP-DOWN APPROACH
2.3.2 BOTTOM-UP APPROACH
FIGURE 6 APPROACH 1, BOTTOM-UP (SUPPLY-SIDE): REVENUE FROM SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
FIGURE 7 APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
FIGURE 8 APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
FIGURE 9 APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CLOUD-BASED CONTACT CENTER THROUGH OVERALL DIGITAL SOLUTIONS SPENDING
2.4 MARKET FORECAST
TABLE 4 FACTOR ANALYSIS
2.5 RESEARCH ASSUMPTIONS
2.6 RISK ASSESSMENT
2.7 STUDY LIMITATIONS
2.8 IMPLICATIONS OF RECESSION ON CLOUD-BASED CONTACT CENTER MARKET
TABLE 5 IMPACT OF RECESSION ON GLOBAL CLOUD-BASED CONTACT CENTER MARKET
3 EXECUTIVE SUMMARY
TABLE 6 GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE, 2019–2023 (USD MILLION, Y-O-Y %)
TABLE 7 GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE, 2024–2029 (USD MILLION, Y-O-Y %)
FIGURE 10 SOFTWARE SEGMENT TO DOMINATE MARKET IN 2024
FIGURE 11 OMNICHANNEL ROUTING TO HOLD LARGEST MARKET SHARE IN 2024
FIGURE 12 INBOUND ENGAGEMENT TYPE TO DOMINATE MARKET IN 2024
FIGURE 13 PUBLIC CLOUD SEGMENT TO HOLD LARGEST MARKET SHARE IN 2024
FIGURE 14 PROFESSIONAL SERVICES SEGMENT TO DOMINATE CLOUD-BASED CONTACT CENTER MARKET IN 2024
FIGURE 15 INTEGRATION & DEPLOYMENT SERVICES TO HOLD LARGEST MARKET SHARE IN 2024
FIGURE 16 VOICE COMMUNICATION CHANNEL TO DOMINATE MARKET IN 2024
FIGURE 17 MARKETING AUTOMATION SEGMENT TO HOLD LARGEST SHARE IN 2024
FIGURE 18 HEALTHCARE AND LIFE SCIENCES SEGMENT TO GROW AT HIGHEST CAGR AND BFSI TO HOLD LARGEST MARKET SIZE DURING FORECAST PERIOD
FIGURE 19 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
4 PREMIUM INSIGHTS
4.1 ATTRACTIVE OPPORTUNITIES IN CLOUD-BASED CONTACT CENTER MARKET
FIGURE 20 GROWING IMPACT OF SOCIAL MEDIA ON CONTACT CENTER OPERATIONS TO DRIVE MARKET GROWTH
4.2 CLOUD-BASED CONTACT CENTER MARKET: TOP THREE APPLICATIONS
FIGURE 21 HELPDESK MANAGEMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
4.3 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING AND SERVICE
FIGURE 22 SOFTWARE SEGMENT AND PROFESSIONAL SERVICES SEGMENT TO HOLD LARGEST MARKET SHARES IN NORTH AMERICA IN 2024
4.4 CLOUD-BASED CONTACT CENTER MARKET, BY REGION
FIGURE 23 NORTH AMERICA TO HOLD LARGEST MARKET SHARE IN 2024
5 MARKET OVERVIEW AND INDUSTRY TRENDS
5.1 INTRODUCTION
5.2 MARKET DYNAMICS
FIGURE 24 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
5.2.1 DRIVERS
5.2.1.1 Increasing need for tailored and efficient engagements
5.2.1.2 Growing impact of social media on contact center operations
5.2.1.3 Continuous transition to cloud-based contact centers
5.2.1.4 Rising adoption of advanced contact center technologies
5.2.2 RESTRAINTS
5.2.2.1 Impact of IVR fraud and cyberattacks on business operations
5.2.2.2 Inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony
5.2.3 OPPORTUNITIES
5.2.3.1 Implementation of generative AI, analytics, and NLP capabilities to add value to existing cloud-based contact centers
5.2.3.2 Dynamic customer demand for robust self-service interactions
5.2.3.3 Growing demand for analyzing audio and video conversations in real-time
5.2.4 CHALLENGES
5.2.4.1 Challenges impeding migration of contact centers to cloud-based environments
5.2.4.2 Implementation and integration challenges
5.2.4.3 Data privacy and security aspects
5.3 EVOLUTION OF CLOUD-BASED CONTACT CENTER MARKET
FIGURE 25 CLOUD-BASED CONTACT CENTER MARKET: EVOLUTION
5.4 CLOUD-BASED CONTACT CENTER MARKET ARCHITECTURE
FIGURE 26 CLOUD-BASED CONTACT CENTER MARKET: ARCHITECTURE
5.5 SUPPLY CHAIN ANALYSIS
FIGURE 27 CLOUD-BASED CONTACT CENTER MARKET: SUPPLY CHAIN ANALYSIS
5.6 ECOSYSTEM ANALYSIS/MARKET MAP
TABLE 8 CLOUD-BASED CONTACT CENTER MARKET: ECOSYSTEM
FIGURE 28 KEY PLAYERS IN CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM
5.6.1 PLATFORM PROVIDERS
5.6.2 SOFTWARE PROVIDERS
5.6.3 SERVICE PROVIDERS
5.6.4 CLOUD SERVICE PROVIDERS
5.6.5 END USERS
5.6.6 REGULATORY BODIES
5.7 CASE STUDY ANALYSIS
5.7.1 CASE STUDY 1: SITA WITNESSED GROWTH IN CUSTOMER EXPERIENCE WITH GENESYS CLOUD
5.7.2 CASE STUDY 2: COMPANY NURSE REVOLUTIONIZED WORKPLACE INJURY MANAGEMENT WITH GENESYS CLOUD
5.7.3 CASE STUDY 3: CI FINANCIAL IMPROVED CUSTOMER SERVICE AND GAINED DATA INSIGHTS WITH AMAZON CONNECT
5.7.4 CASE STUDY 4: AGILYSYS MODERNIZED CONTACT CENTER BY IMPLEMENTING FIVE9 PLATFORM
5.7.5 CASE STUDY 5: IMPLEMENTATION OF CLOUDWAVE CONCIERGE FOR ENHANCED CUSTOMER EXPERIENCE IN ILLAWARRA CREDIT UNION
5.7.6 CASE STUDY 6: AVAYA CONTACT CENTER ENABLED FLEXIBILITY AND AGILITY IN SOUTH CENTRAL AMBULANCE SERVICES
5.7.7 CASE STUDY 7: ALVARIA CLOUD IMPROVED EFFICIENCY AND PRODUCTIVITY OF HOIST FINANCE
5.7.8 CASE STUDY 8: CLEVELAND CLINIC'S IMPLEMENTATION OF 3CLOGIC'S AI-POWERED CLOUD CONTACT CENTER SOLUTION TRANSFORMED PATIENT SERVICES
5.7.9 CASE STUDY 9: ARISTON USA'S SWITCH TO 8X8'S CLOUD-BASED CONTACT CENTER PLATFORM ENABLED CUSTOMER SERVICE AND OPERATIONS EFFICIENCY
5.7.10 CASE STUDY 10: FORCE THERAPEUTICS USED ENGAGEMENT PLATFORM TO IMPROVE PATIENT CARE IN FORCE THERAPEUTICS
5.8 TECHNOLOGY ANALYSIS
5.8.1 KEY TECHNOLOGIES
5.8.1.1 Cloud Computing
5.8.1.2 NLP
5.8.1.3 Voice Biometrics
5.8.1.4 VOIP
5.8.1.5 Big Data & Analytics
5.8.1.6 Text-to-Speech (TTS)
5.8.2 COMPLEMENTARY TECHNOLOGIES
5.8.2.1 IoT
5.8.2.2 AR & VR
5.8.2.3 Blockchain
5.8.2.4 Robotic Process Automation (RPA)
5.8.3 ADJACENT TECHNOLOGIES
5.8.3.1 Edge Computing
5.8.3.2 5G
5.9 REGULATORY LANDSCAPE
5.9.1 REGULATORY LANDSCAPE
5.9.2 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 9 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 10 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 11 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 12 MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
TABLE 13 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
5.9.3 PERTINENT REGULATIONS
5.9.3.1 North America
5.9.3.1.1 General Data Protection Regulation (GDPR)
5.9.3.1.2 California Consumer Privacy Act (CCPA)
5.9.3.1.3 Health Insurance Portability and Accountability Act (HIPAA)
5.9.3.2 Europe
5.9.3.2.1 General Data Protection Regulation (GDPR)
5.9.3.2.2 Audiovisual Media Services Directive (AVMSD)
5.9.3.2.3 ePrivacy directive
5.9.3.3 Asia Pacific
5.9.3.3.1 Act on the Protection of Personal Information (APPI)
5.9.3.3.2 Telecommunications Business Law
5.9.3.4 Middle East & Africa
5.9.3.4.1 Consumer Protection Regulations
5.9.3.5 Latin America
5.9.3.5.1 Telecommunications Laws
5.10 PATENT ANALYSIS
5.10.1 METHODOLOGY
5.10.2 PATENTS FILED, BY DOCUMENT TYPE
TABLE 14 PATENTS FILED, 2013–2023
5.10.3 INNOVATION AND PATENT APPLICATIONS
FIGURE 29 TOTAL NUMBER OF PATENTS GRANTED, 2013–2023
5.10.3.1 Top 10 patent applicants in cloud-based contact center market
FIGURE 30 TOP 10 APPLICANTS IN CLOUD-BASED CONTACT CENTER MARKET, 2013–2023
TABLE 15 TOP 20 PATENT OWNERS IN CLOUD-BASED CONTACT CENTER MARKET, 2013–2023
TABLE 16 LIST OF PATENTS GRANTED IN CLOUD-BASED CONTACT CENTER MARKET, 2022–2023
FIGURE 31 REGIONAL ANALYSIS OF PATENTS GRANTED, 2013–2023
5.11 PRICING ANALYSIS
5.11.1 AVERAGE SELLING PRICES OF KEY PLAYERS: TOP 3 APPLICATIONS
FIGURE 32 AVERAGE SELLING PRICES OF KEY PLAYERS: TOP 3 APPLICATIONS
TABLE 17 AVERAGE SELLING PRICES OF KEY PLAYERS FOR TOP 3 APPLICATIONS (USD)
5.11.2 INDICATIVE PRICING ANALYSIS, BY OFFERING
TABLE 18 INDICATIVE PRICING LEVELS OF CLOUD-BASED CONTACT CENTER SOFTWARE, BY OFFERING
5.12 KEY CONFERENCES AND EVENTS, 2024–2025
TABLE 19 CLOUD-BASED CONTACT CENTER MARKET: DETAILED LIST OF CONFERENCES AND EVENTS, 2024–2025
5.13 PORTER’S FIVE FORCES ANALYSIS
TABLE 20 PORTER’S FIVE FORCES’ IMPACT ON CLOUD-BASED CONTACT CENTER MARKET
FIGURE 33 PORTER’S FIVE FORCES ANALYSIS: CLOUD-BASED CONTACT CENTER MARKET
5.13.1 THREAT OF NEW ENTRANTS
5.13.2 THREAT OF SUBSTITUTES
5.13.3 BARGAINING POWER OF SUPPLIERS
5.13.4 BARGAINING POWER OF BUYERS
5.13.5 INTENSITY OF COMPETITIVE RIVALRY
5.14 INVESTMENT LANDSCAPE AND FUNDING SCENARIO
FIGURE 34 CLOUD-BASED CONTACT CENTER MARKET: INVESTMENT LANDSCAPE AND FUNDING SCENARIO (USD MILLION AND NUMBER OF FUNDING ROUNDS)
5.15 CLOUD-BASED CONTACT CENTER BUSINESS MODELS
5.15.1 SUBSCRIPTION-BASED MODELS
5.15.2 PAY-PER-USE MODEL
5.15.3 TIERED PRICING MODEL
5.15.4 PERPETUAL LICENSE MODEL
5.15.5 HYBRID MODEL
5.15.6 CUSTOMIZED PRICING MODEL
5.16 BENEFITS OF TRANSITIONING CONTACT CENTER TO CLOUD
5.17 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS’ BUSINESSES
FIGURE 35 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS’ BUSINESSES
5.18 KEY STAKEHOLDERS & BUYING CRITERIA
5.18.1 KEY STAKEHOLDERS IN BUYING PROCESS
FIGURE 36 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE APPLICATIONS
TABLE 21 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE APPLICATIONS
5.18.2 BUYING CRITERIA
FIGURE 37 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS
TABLE 22 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS
6 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING
6.1 INTRODUCTION
6.1.1 OFFERING: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
FIGURE 38 SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
TABLE 23 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION)
TABLE 24 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION)
6.2 SOFTWARE BY TYPE
FIGURE 39 REPORTING & ANALYTICS SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 25 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION)
TABLE 26 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION)
6.2.1 OMNICHANNEL ROUTING
6.2.1.1 Omnichannel routing to help calls and assign tasks to agents based on their expertise and experience
TABLE 27 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 28 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.2.1.2 IVR
6.2.1.3 Automatic call distribution (ACD)
6.2.1.4 Voice call recording
6.2.1.5 Dialers
6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT
6.2.2.1 Workforce engagement to include faster resolution, improve agent productivity, and increase customer retention
TABLE 29 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 30 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.2.2.1.1 Workforce Optimization
6.2.2.1.2 Training and Coaching
6.2.2.1.3 Forecasting and Scheduling
6.2.2.1.4 Knowledge Management
6.2.2.1.5 Resource Management
6.2.3 REPORTING & ANALYTICS
6.2.3.1 Reporting and analytics to identify trends, model data, and predict outcomes related to KPIs and SLAs
TABLE 31 REPORTING & ANALYTICS: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 32 REPORTING & ANALYTICS: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.2.3.1.1 Real-time Speech & Text Analytics
6.2.3.1.2 Historic Reporting Tools
6.2.3.1.3 Performance Analytics & Reporting Software
6.2.3.1.4 Ad Hoc Query & Analysis Tools
6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT
6.2.4.1 Customer engagement management to identify customer preferences and develop business strategies
TABLE 33 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 34 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.2.4.1.1 Multichannel Communication Platform
6.2.4.1.2 CRM Integration Tools
6.2.4.1.3 Customer Feedback & Satisfaction Monitoring Tools
6.2.5 OTHER SOFTWARE TYPES
TABLE 35 OTHER SOFTWARE TYPES: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 36 OTHER SOFTWARE TYPES: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.3 SOFTWARE BY ENGAGEMENT TYPE
FIGURE 40 BLENDED SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 37 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION)
TABLE 38 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION)
6.3.1 INBOUND
6.3.1.1 Inbound solutions efficiently manage high call volumes while ensuring prompt and personalized assistance
TABLE 39 INBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 40 INBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.3.2 OUTBOUND
6.3.2.1 Outbound cloud-based contact center software enabling industries to drive revenue growth and expand market reach
TABLE 41 OUTBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 42 OUTBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.3.3 BLENDED
6.3.3.1 Blended contact center software to enable organizations to maintain agility and adaptability in today's fast-paced business landscape
TABLE 43 BLENDED: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 44 BLENDED: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.4 SOFTWARE BY DEPLOYMENT MODE
FIGURE 41 PRIVATE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 45 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
TABLE 46 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
6.4.1 PUBLIC
6.4.1.1 Public clouds to be attractive option for SMEs seeking cost-effective solutions
TABLE 47 PUBLIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 48 PUBLIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.4.2 PRIVATE
6.4.2.1 Private cloud deployments typically entail higher upfront costs and necessitate internal IT expertise for management and maintenance
TABLE 49 PRIVATE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 50 PRIVATE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.4.3 HYBRID
6.4.3.1 Hybrid cloud solutions to enable large enterprises to navigate intricacies of modern IT environments with ease
TABLE 51 HYBRID: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 52 HYBRID: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5 SERVICES
FIGURE 42 MANAGED SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
TABLE 53 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION)
TABLE 54 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION)
TABLE 55 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 56 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5.1 PROFESSIONAL SERVICES
FIGURE 43 SUPPORT & MAINTENANCE SERVICES TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 57 CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION)
TABLE 58 CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION)
TABLE 59 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 60 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5.1.1 Consulting & Advisory
6.5.1.1.1 Consulting services to ensure smooth implementation and integration of solutions
TABLE 61 CONSULTING & ADVISORY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 62 CONSULTING & ADVISORY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5.1.2 Integration & deployment
6.5.1.2.1 Integration and deployment services to maximize efficiency, functionality, and value of cloud-based contact center solutions
TABLE 63 INTEGRATION & DEPLOYMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 64 INTEGRATION & DEPLOYMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5.1.3 Support & maintenance
6.5.1.3.1 Support & maintenance services to ensure smooth operation and identification of issues
TABLE 65 SUPPORT & MAINTENANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 66 SUPPORT & MAINTENANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5.1.4 Training & education
6.5.1.4.1 Training services to maximize return on investment in cloud-based contact center technology
TABLE 67 TRAINING & EDUCATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 68 TRAINING & EDUCATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
6.5.2 MANAGED SERVICES
TABLE 69 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 70 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
7 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL
7.1 INTRODUCTION
7.1.1 COMMUNICATION CHANNEL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
FIGURE 44 SELF-SERVICE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 71 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION)
TABLE 72 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION)
7.2 VOICE
7.2.1 WITH FEATURES LIKE ACD AND CALL RECORDING, CLOUD-BASED PLATFORMS ENSURE EFFICIENT CALL HANDLING AND AGENT PERFORMANCE MONITORING
TABLE 73 VOICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 74 VOICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
7.2.1.1 Phone
7.2.1.2 VOIP
7.2.1.3 Virtual Phone System
7.3 DIGITAL
7.3.1 OPTIMIZING DIGITAL COMMUNICATION IN CLOUD-BASED CONTACT CENTERS FOR ENHANCED EFFICIENCY
TABLE 75 DIGITAL: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 76 DIGITAL: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
7.3.1.1 Email
7.3.1.2 Live Chat
7.3.1.3 SMS
7.3.1.4 Social Media
7.3.1.5 Instant Messaging Services
7.3.1.6 Video Chat
7.3.1.7 Web Forms
7.4 SELF-SERVICE
7.4.1 TRANSFORMING CUSTOMER SUPPORT BY MASTERING SELF-SERVICE IN CLOUD-BASED CONTACT CENTERS
TABLE 77 SELF-SERVICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 78 SELF-SERVICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
7.4.1.1 IVR
7.4.1.2 Chatbot
7.4.1.3 Virtual Assistant
8 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION
8.1 INTRODUCTION
8.1.1 APPLICATION: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
FIGURE 45 HELPDESK MANAGEMENT SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 79 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION)
TABLE 80 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION)
8.2 MARKETING AUTOMATION
8.2.1 DEPLOYMENT OF MARKETING AUTOMATION FOR ELEVATION OF CUSTOMER ENGAGEMENT
TABLE 81 MARKETING AUTOMATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 82 MARKETING AUTOMATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
8.3 SOCIAL MEDIA MANAGEMENT
8.3.1 MAXIMIZATION OF SOCIAL MEDIA MANAGEMENT EFFICIENCY IN CLOUD-BASED CONTACT CENTER MARKET
TABLE 83 SOCIAL MEDIA MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 84 SOCIAL MEDIA MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
8.4 HELPDESK MANAGEMENT
8.4.1 EMPOWERING BUSINESSES BY DELIVERING SUPERIOR CUSTOMER SERVICE THROUGH HELPDESK OPTIMIZATION
TABLE 85 HELPDESK MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 86 HELPDESK MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
8.5 BUSINESS INTELLIGENCE
8.5.1 INTEGRATION OF BUSINESS INTELLIGENCE TOOLS ESSENTIAL FOR DELIVERING SEAMLESS EXPERIENCES ACROSS COMMUNICATION CHANNELS
TABLE 87 BUSINESS INTELLIGENCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 88 BUSINESS INTELLIGENCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
8.6 COLLABORATION AND PRODUCTIVITY
8.6.1 CLOUD TECHNOLOGY TO FACILITATE COLLABORATION AMONG AGENTS, FOSTERING TEAMWORK AND KNOWLEDGE SHARING
TABLE 89 COLLABORATION & PRODUCTIVITY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 90 COLLABORATION & PRODUCTIVITY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
8.7 CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
8.7.1 CRM INTEGRATED CLOUD-BASED CONTACT SERVICES TO STREAMLINE OPERATIONS AND IMPROVE EFFICIENCY AND PRODUCTIVITY
TABLE 91 CRM: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 92 CRM: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
8.8 OTHER APPLICATIONS
TABLE 93 OTHER APPLICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION)
TABLE 94 OTHER APPLICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION)
9 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL
9.1 INTRODUCTION
9.1.1 VERTICAL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
FIGURE 46 HEALTHCARE & LIFE SCIENCES SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 95 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
TABLE 96 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
9.2 BFSI
9.2.1 CLOUD-BASED CONTACT CENTER SOLUTIONS TO ENHANCE OPERATIONAL EFFICIENCY AND SECURITY IN FINANCIAL INSTITUTIONS
TABLE 97 CLOUD-BASED CONTACT CENTER MARKET IN BFSI, BY REGION, 2019–2023 (USD MILLION)
TABLE 98 CLOUD-BASED CONTACT CENTER MARKET IN BFSI, BY REGION, 2024–2029 (USD MILLION)
9.2.2 BFSI USE CASES
9.2.2.1 Loan and Mortgage Application Processing
9.2.2.2 Investment Advisory Services
9.2.2.3 Insurance Claims Processing
9.2.2.4 Fraud Detection and Prevention
9.2.2.5 Others
9.3 RETAIL & CONSUMER GOODS
9.3.1 NEED FOR FASTER DECISION-MAKING, CUSTOMER-CENTRIC MARKET STRATEGIES, AND BUSINESS OPERATIONS TO DRIVE MARKET
TABLE 99 CLOUD-BASED CONTACT CENTER MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2019–2023 (USD MILLION)
TABLE 100 CLOUD-BASED CONTACT CENTER MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2024–2029 (USD MILLION)
9.3.2 RETAIL & CONSUMER GOODS USE CASES
9.3.2.1 Order Management and Tracking
9.3.2.2 Return and Exchanges Processing
9.3.2.3 Product Inquiries and Recommendations
9.3.2.4 E-commerce Customer Support
9.3.2.5 Others
9.4 TELECOM
9.4.1 NEED FOR COMPREHENSIVE ANALYTICS AND REPORTING TOOLS TO BOOST DEMAND FOR CLOUD-BASED CONTACT CENTER SOFTWARE
TABLE 101 CLOUD-BASED CONTACT CENTER MARKET IN TELECOM, BY REGION, 2019–2023 (USD MILLION)
TABLE 102 CLOUD-BASED CONTACT CENTER MARKET IN TELECOM, BY REGION, 2024–2029 (USD MILLION)
9.4.2 TELECOM USE CASES
9.4.2.1 Service Activation and Troubleshooting
9.4.2.2 Technical Support Services
9.4.2.3 Billing Inquiries and Payments
9.4.2.4 Plan Upgrades and Changes
9.4.2.5 Others
9.5 TRAVEL AND HOSPITALITY
9.5.1 CLOUD-BASED CONTACT CENTER SOLUTIONS TO TRANSFORM TRAVEL AND HOSPITALITY CUSTOMER SERVICE
TABLE 103 CLOUD-BASED CONTACT CENTER MARKET IN TRAVEL & HOSPITALITY, BY REGION, 2019–2023 (USD MILLION)
TABLE 104 CLOUD-BASED CONTACT CENTER MARKET IN TRAVEL & HOSPITALITY, BY REGION, 2024–2029 (USD MILLION)
9.5.2 TRAVEL AND HOSPITALITY USE CASES
9.5.2.1 Reservation and Booking Assistance
9.5.2.2 Travel Itinerary Changes
9.5.2.3 Flight or Hotel Status Updates
9.5.2.4 Loyalty Program Inquiries and Claims Processing
9.5.2.5 Others
9.6 HEALTHCARE & LIFE SCIENCES
9.6.1 NEED TO MANAGE APPOINTMENT SCHEDULING, ENSURE PATIENT ADHERENCE TO TREATMENT PLANS, AND STREAMLINE APPOINTMENT PROCESSES TO DRIVE MARKET
TABLE 105 CLOUD-BASED CONTACT CENTER MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2019–2023 (USD MILLION)
TABLE 106 CLOUD-BASED CONTACT CENTER MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2024–2029 (USD MILLION)
9.6.2 HEALTHCARE AND LIFE SCIENCES USE CASES
9.6.2.1 Appointment Scheduling and Reminders
9.6.2.2 Telemedicine and Remote Patient Monitoring
9.6.2.3 Patient Inquiries and Support
9.6.2.4 Health Insurance Inquiries and Claims Processing
9.6.2.5 Others
9.7 TRANSPORTATION AND LOGISTICS
9.7.1 REVOLUTIONIZING TRANSPORTATION AND LOGISTICS BY LEVERAGING CLOUD-BASED SOLUTIONS FOR ENHANCED COMMUNICATION AND OPERATIONS TO DRIVE GROWTH
TABLE 107 CLOUD-BASED CONTACT CENTER MARKET IN TRANSPORTATION & LOGISTICS, BY REGION, 2019–2023 (USD MILLION)
TABLE 108 CLOUD-BASED CONTACT CENTER MARKET IN TRANSPORTATION & LOGISTICS, BY REGION, 2024–2029 (USD MILLION)
9.7.2 TRANSPORTATION AND LOGISTICS USE CASES
9.7.2.1 Delivery Scheduling and Rerouting
9.7.2.2 Freight Rate Quotes and Booking
9.7.2.3 Shipment Tracking and Status Updates
9.7.2.4 Custom Clearance Assistance
9.7.2.5 Others
9.8 IT AND ITES
9.8.1 CLOUD-BASED CONTACT CENTERS TO MAXIMIZE CUSTOMER ENGAGEMENT AND OPERATIONAL EFFICIENCY IN IT, ITES, AND BPO SECTORS
TABLE 109 CLOUD-BASED CONTACT CENTER MARKET IN IT & ITES, BY REGION, 2019–2023 (USD MILLION)
TABLE 110 CLOUD-BASED CONTACT CENTER MARKET IN IT & ITES, BY REGION, 2024–2029 (USD MILLION)
9.8.2 IT AND ITES USE CASE
9.8.2.1 Software Licensing Inquiries and Renewals
9.8.2.2 Developer Support and API Documentation
9.8.2.3 IT Infrastructure Monitoring and Management
9.8.2.4 Cloud Service Provisioning and Support
9.8.2.5 Others
9.9 GOVERNMENT AND PUBLIC SECTOR
9.9.1 NEED FOR EFFECTIVE COMMUNICATION, PROGRESS TRACKING, AND TIMELY ISSUE RESOLUTION TO DRIVE MARKET
TABLE 111 CLOUD-BASED CONTACT CENTER MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2019–2023 (USD MILLION)
TABLE 112 CLOUD-BASED CONTACT CENTER MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2024–2029 (USD MILLION)
9.9.2 GOVERNMENT AND PUBLIC SECTOR USE CASES
9.9.2.1 Citizen Inquiries and Support Services
9.9.2.2 Emergency Response and Disaster Management Support
9.9.2.3 Benefit Environment and Eligibility Verification
9.9.2.4 Permit and License Application Processing
9.9.2.5 Others
9.10 MEDIA AND ENTERTAINMENT
9.10.1 CLOUD-BASED SOLUTIONS ENHANCE CUSTOMER INTERACTIONS, ENABLING MEDIA AND ENTERTAINMENT COMPANIES TO SCALE GLOBALLY
TABLE 113 CLOUD-BASED CONTACT CENTER MAR
