NEWARK, Del, Dec. 19, 2022 (GLOBE NEWSWIRE) -- The cloud-based contact center market revenues were estimated at US$ 19 Bn in 2021 and is anticipated to grow at a CAGR of 18% from 2022-2032, according to a recently published Future Market Insights report. By the end of 2032, the market is projected to reach a valuation of US$ 120 Bn.
The service providers specialize in deploying cloud-based systems for use cases that are specialized to particular industries. Implementation services assist clients in quickly achieving their business goals by implementing cloud strategy by planning, acquiring access to existing systems, doing quality assessment and verification, and providing support. Whether a private cloud, public cloud, or hybrid cloud is used, implementation services guarantee a smooth and secure deployment. Scalability, flexibility for shifting workloads, increased productivity, agility, improved application security, and cost savings are the key factors impacting the expanding demand for cloud migration services.
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The impact of Covid-19 on Cloud Based Contact Center Market
With the onset of COVID-19, businesses were able to integrate home workers into the contact center setting owing to virtual contact centers. IVR and automatic call distribution are two examples of technologies that are becoming more widely available as stakeholders in the cloud-based contact center business become more aware of this opportunity. Virtual contact centers are becoming more important as a tool for assuring business resilience and continuity while serving customers and clients.
Competitive Landscape
Players in the market are constantly developing improved analytical solutions as well as extending their product offerings. The companies in Cloud Based Contact Center market are focused on their alliances, technology collaborations, and product launch strategies.
Some of the recent developments of key in Cloud Based Contact Center providers are as follows:
- In March 2022, 8x8 revolutionized the role of the contact center agent by introducing a new 8x8 contact center composed experience. An entirely browser-based, design-driven interface, the 8x8 Agent Workspace provides a personalized and intuitive user experience. The contact center and unified communications features are only found in this one application.
- In February 2021, together, Orange Business Service and the international engineering and service company Kone Corporation moved Kone's contact center infrastructure to the cloud.
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More Insights Available
Future Market Insights, in its new offering, presents an unbiased analysis of the Cloud Based Contact Center Market, presenting historical market data (2017-2021) and forecast statistics for the period of 2022-2032.
The study reveals extensive growth in Cloud Based Contact Center in terms of Solution (Automatic Call Distribution , Agent Performance Optimization, Dialers, Interactive Voice Response, Computer Technology Interaction, Reporting and Analytics, Security, Others) Service (Professional Service, Managed Service) Application (Call Routing and Queuing, Data Integration and Recording, Chat Quality and Monitoring, Real-Time Decision-Making, Workforce Optimization) Deployment Model (Public Cloud, Private Cloud, Hybrid Cloud) Organization Size (Small And Medium Enterprises, Large Enterprises) Vertical (BFSI, Consumer Goods and Retails, Government and Public Sector, Healthcare and Life Sciences, Manufacturing, Media & Entertainment, Telecommunication And Information Technology Enabled Services, Others) across five Regions (North America, Latin America, Europe, Asia Pacific and Middle East & Africa).
Cloud Based Contact Center Market Segmentation
By Solution:
- Automatic Call Distribution
- Agent Performance Optimization
- Dialers
- Interactive Voice Response
- Computer Technology Interaction
- Reporting and Analytics
- Security
- Others
By Services:
- Professional Service
- Managed Service
By Application:
- Call Routing and Queuing
- Data Integration and Recording
- Chat Quality and Monitoring
- Real-Time Decision-Making
- Workforce Optimization
By Deployment Model:
- Call Routing and Queuing
- Data Integration and Recording
- Chat Quality and Monitoring
- Real-Time Decision-Making
- Workforce Optimization
By Organization Size:
- Small and Medium Enterprises
- Large Enterprises
By Verticals:
- BFSI
- Consumer Goods and Retails
- Government and Public Sector
- Healthcare and Life Sciences
- Manufacturing
- Media & Entertainment
- Telecommunication and Information Technology Enabled Services
- Others
By Region:
- North America
- Latin America
- Europe
- APAC
- MEA
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Table of Content
1. Executive Summary
1.1. Global Market Outlook
1.2. Demand-side Trends
1.3. Supply-side Trends
1.4. Technology Roadmap Analysis
1.5. Analysis and Recommendations
2. Market Overview
2.1. Market Coverage/Taxonomy
2.2. Market Definition/Scope/Limitations
3. Market Background
3.1. Market Dynamics
3.1.1. Drivers
3.1.2. Restraints
3.1.3. Opportunity
3.1.4. Trends
3.2. Scenario Forecast
3.2.1. Demand in Optimistic Scenario
3.2.2. Demand in Likely Scenario
3.2.3. Demand in Conservative Scenario
3.3. Opportunity Map Analysis
3.4. Investment Feasibility Matrix
3.5. PESTLE and Porter’s Analysis
3.6. Regulatory Landscape
3.6.1. By Key Regions
3.6.2. By Key Countries
3.7. Regional Parent Market Outlook
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