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The cloud model has seen high demand and growth in the contact center market over the past few years. A cloud-based contact center is a deployment model that allows businesses to host their contact center in a remote, third-party data center rather than in a physical location owned by the contact center.

The global cloud-based contact center market is expected to grow from USD 4.68 billion in 2015 to USD 14.71 billion by 2020, at a Compound Annual Growth Rate (CAGR) of 25.7%. The key players in this market include Oracle, Cisco, Genesys, 3CLogic, Interactive Intelligence, 8X8, Aspect Software, InContact, Connect First, Five9 and other key innovators such as Mitel and LiveOps.

Various assumptions have been taken into consideration for the market sizing and forecasting exercise of the cloud-based contact center market. A few of the global assumptions include political, social, technological, and economic factors. The dollar fluctuations are expected to not seriously affect the forecasts in the emerging regions.

Organizations of all sizes worldwide are increasingly adopting cloud solutions for contact centers. The cloud-based contact center market has seen rapid adoption across verticals such as BFSI, IT and telecom, media and entertainment, and retail, which has led to the rapid growth of the market. Its high adoption across industries gives a clear view regarding robustness and maturity of the model. Due to major technology upgrades, several contact center organizations have shifted their setup from on-premise to cloud based. It helps organizations to save costs and modernize their contact center technology.

Latin America is expected to have the highest CAGR during the forecast period while North America is expected to dominate the market in terms of market share. Though the contact center market in Latin America is still at a nascent stage, it is expected to grow significantly during the forecast period. The contact center market in Mexico is expected to experience maximum growth.

The report aims at estimating the market size and future growth potential of this market across segments such as solutions, services, deployment models, applications, verticals, and regions. Furthermore, the report also includes an in-depth competitive analysis of the key players in the cloud-based contact center market, their company profiles, SWOT analysis, recent developments, and key market strategies.

The report would help the market leaders or new entrants in this market in the following ways:
1. This report segments the market into various sub-segments, covering this market comprehensively. The report provides the closest approximations of the revenue numbers for the overall market and the sub-segments. The market numbers are further split across different end users and regions.

2. This report would help in better understanding of the competitors and gain more insights to enhance one’s position in the business. There is a separate section on competitive landscape, which includes competitor ecosystem, mergers and acquisitions, partnerships, and agreements. Besides, there are company profiles of ten players in this market and key innovators. Market internals have been provided to put one ahead of the competitors.

3. The report also helps in understanding the overall growth of the market. It provides information on key market drivers, restraints, challenges, and opportunities

Table Of Contents

Cloud Based Contact Center Market by Solution, and by Application, by Vertical, by Region - Global Forecast to 2020
TABLE OF CONTENTS

1 INTRODUCTION 14
1.1 OBJECTIVES OF THE STUDY 14
1.2 MARKET DEFINITION 14
1.3 MARKET SCOPE 14
1.3.1 MARKETS COVERED 15
1.3.2 YEARS CONSIDERED FOR THE STUDY 16
1.4 CURRENCY 16
1.5 LIMITATIONS 16
1.6 STAKEHOLDERS 16
2 RESEARCH METHODOLOGY 17
2.1 RESEARCH DATA 17
2.1.1 SECONDARY DATA 18
2.1.1.1 Key data from secondary sources 18
2.1.2 PRIMARY DATA 19
2.1.2.1 Key data from primary sources 19
2.1.2.2 Key industry insights 20
2.1.2.3 Breakdown of primary interviews 20
2.2 MARKET SIZE ESTIMATION 21
2.2.1 BOTTOM-UP APPROACH 21
2.2.2 TOP-DOWN APPROACH 22
2.3 MARKET BREAKDOWN AND DATA TRIANGULATION 22
2.4 RESEARCH ASSUMPTIONS 24
3 EXECUTIVE SUMMARY 25
4 PREMIUM INSIGHTS 29
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CLOUD-BASED CONTACT CENTER MARKET 29
4.2 CLOUD-BASED CONTACT CENTER MARKET, BY TYPE 29
4.3 CLOUD-BASED CONTACT CENTER GLOBAL MARKET, BY VERTICALS and REGIONS 30
4.4 LIFECYCLE ANALYSIS, BY REGION (2015) 31
4.5 BEST MARKET TO INVEST 32
4.6 REGION WISE ADOPTION SCENARIO 33
5 MARKET OVERVIEW 34
5.1 INTRODUCTION 35
5.2 MARKET EVOLUTION 35
5.3 MARKET SEGMENTATION 36
5.3.1 BY SOLUTION 36
5.3.2 BY SERVICE 37
5.3.3 BY DEPLOYMENT MODEL 37
5.3.4 BY APPLICATION 38
5.3.5 BY VERTICAL 38
5.3.6 BY REGION 39
5.4 MARKET DYNAMICS 40
5.4.1 DRIVERS 40
5.4.1.1 Minimal capital expenses 40
5.4.1.2 Enhanced business agility 41
5.4.1.3 Faster deployment 41
5.4.1.4 Acceptance of home-based work 41
5.4.2 RESTRAINTS 41
5.4.2.1 High initial investment 41
5.4.2.2 Risk of information loss 41
5.4.3 OPPORTUNITIES 42
5.4.3.1 Move to omni-channel experience 42
5.4.3.2 Improved customer experience 42
5.4.4 CHALLENGES 42
5.4.4.1 Security issues 42
5.4.4.2 Maintaining integration levels 42
5.4.5 REGULATORY IMPLICATIONS 42
5.5 INNOVATION SPOTLIGHT 43
6 INDUSTRY TRENDS 44
6.1 INTRODUCTION 44
6.2 VALUE CHAIN ANALYSIS 44
6.3 STRATEGIC BENCHMARKING 45
6.3.1 STRATEGIC BENCHMARKING: PRODUCT DEVELOPMENT AND ENHANCEMENT BY KEY PLAYERS FROM 2013 TO 2015 46
6.3.2 STRATEGIC BENCHMARKING: MERGERS, ACQUISITIONS, AND STRATEGIC AGREEMENTS BY EMERGING/INNOVATIVE VENDORS FROM 2013 TO 2015 47
6.4 DATA TRAFFIC TRENDS IN GLOBAL CLOUD-BASED CONTACT CENTER MARKET 48
6.5 PORTER'S FIVE FORCES ANALYSIS 48
6.5.1 THREAT OF NEW ENTRANTS 49
6.5.2 THREAT OF SUBSTITUTES 49
6.5.3 BARGAINING POWER OF SUPPLIERS 49
6.5.4 BARGAINING POWER OF BUYERS 49
6.5.5 INTENSITY OF COMPETITIVE RIVALRY 49

7 CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY TYPE 50
7.1 INTRODUCTION 51
7.2 CLOUD-BASED CONTACT CENTER MARKET: BY SOLUTION 52
7.2.1 AUTOMATIC CALL DISTRIBUTION (ACD) 53
7.2.2 AGENT PERFORMANCE OPTIMIZATION (APO) 54
7.2.3 DIALERS 54
7.2.4 INTERACTIVE VOICE RESPONSE (IVR) 55
7.2.5 COMPUTER TELEPHONY INTEGRATION (CTI) 55
7.2.6 ANALYTICS AND REPORTING 56
7.2.7 OMNI-CHANNEL SOLUTIONS 57
7.3 CLOUD-BASED CONTACT CENTER MARKET: BY SERVICE 57
7.3.1 PROFESSIONAL SERVICES 58
7.3.2 SYSTEM INTEGRATOR 59
7.3.3 MANAGED SERVICES 59
8 CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY DEPLOYMENT MODEL 60
8.1 INTRODUCTION 61
8.2 PUBLIC CLOUD 62
8.3 HYBRID CLOUD 63
8.4 PRIVATE CLOUD 63
9 CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY APPLICATION 65
9.1 INTRODUCTION 66
9.2 CALL ROUTING AND QUEUING 67
9.3 DATA INTEGRATION AND RECORDING 67
9.4 CHAT QUALITY MONITORING 68
9.5 REAL-TIME DECISION MAKING 68
9.6 WORKFORCE OPTIMIZATION 69
10 CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY VERTICAL 70
10.1 INTRODUCTION 71
10.2 BFSI 72
10.3 CONSUMER GOODS and RETAIL 73
10.4 GOVERNMENT 73
10.5 HEALTHCARE 74
10.6 MEDIA and ENTERTAINMENT 75
10.7 TRAVEL and HOSPITALITY 75
10.8 TELECOMMUNICATIONS and IT 76
10.9 TRANSPORTATION and LOGISTICS 76
10.10 OTHERS 77
11 GEOGRAPHIC ANALYSIS 78
11.1 INTRODUCTION 79
11.2 NORTH AMERICA 81
11.3 EUROPE 85
11.4 ASIA-PACIFIC (APAC) 88
11.5 MIDDLE EAST AND AFRICA 91
11.6 LATIN AMERICA 94
12 COMPETITIVE LANDSCAPE 97
12.1 OVERVIEW 97
12.2 COMPETITIVE SITUATION and TRENDS 98
12.2.1 NEW PRODUCT LAUNCHES AND ENHANCEMENTS 99
12.2.2 PARTNERSHIPS AND COLLABORATIONS 102
12.2.3 MERGERS AND ACQUISITIONS 104
12.2.4 INTEGRATIONS AND EXPANSIONS 105
12.3 END-USER ANALYSIS 106
12.3.1 HIGH ADOPTION Y LARGE ENTERPRISES 106
12.3.2 DEMAND FOR CLOUD-BASED CONTACT CENTER ACROSS VERTICALS 106
12.3.2.1 BFSI 106
12.3.2.2 Telecommunication and IT 106
12.4 CONTACT CENTER DATA TRAFFIC 106
12.5 PRODUCT PORTFOLIO COMPARISON 107
13 COMPANY PROFILES 108
(Business Overview, Products and Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
13.2 INTERACTIVE INTELLIGENCE GROUP, INC. 109
13.3 CISCO SYSTEMS, INC. 113
13.4 FIVE9, INC. 116
13.5 GENESYS TELECOMMUNICATIONS LABORATORIES, INC. 119
13.6 ORACLE CORPORATION 122
13.7 8X8, INC. 125
13.8 INCONTACT, INC. 128
13.9 3CLOGIC, INC. 131
13.10 CONNECT FIRST, INC. 134
13.11 ASPECT SOFTWARE 136
13.12 KEY INNOVATORS 138
13.12.1 MITEL NETWORKS CORPORATION 138
13.12.2 LIVEOPS SOCIAL 140
*Details on Business Overview, Products and Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

14 APPENDIX 142
14.1 INSIGHTS FROM INDUSTRY EXPERTS 142
14.2 DISCUSSION GUIDE 143
14.3 INTRODUCTION RT: REAL-TIME MARKET INTELLIGENCE 148
14.4 AVAILABLE CUSTOMIZATIONS 149
14.5 RELATED REPORTS 150


LIST OF TABLES

TABLE 1 CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH,
2013-2020 (USD MILLION, Y-O-Y %) 26
TABLE 2 INNOVATION SPOTLIGHT: LATEST TECHNOLOGY INNOVATIONS 43
TABLE 3 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE,
2013-2020 (USD MILLION) 51
TABLE 4 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 52
TABLE 5 AUTOMATIC CALL DISTRIBUTION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 53
TABLE 6 AGENT PERFORMANCE OPTIMIZATION: C LOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 54
TABLE 7 DIALERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 54
TABLE 8 INTERACTIVE VOICE RESPONSE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 55
TABLE 9 CUSTOMER TELEPHONY INTEGRATION SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 56
TABLE 10 ANALYTICS AND REPORTING: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 56
TABLE 11 OMNI-CHANNEL SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 57
TABLE 12 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE,
2013-2020 (USD MILLION) 57
TABLE 13 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 58
TABLE 14 SYSTEM INTEGRATOR SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 59
TABLE 15 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE,BY REGION, 2013-2020 (USD MILLION) 59
TABLE 16 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL,
2013-2020 (USD MILLION) 61
TABLE 17 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 62
TABLE 18 HYBRID CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 63
TABLE 19 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 64
TABLE 20 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION,
2013-2020 (USD MILLION) 66
TABLE 21 CALL ROUTING AND QUEUING: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 67
TABLE 22 DATA INTEGRATION AND RECORDING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 67
TABLE 23 CHAT QUALITY MONITORING: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 68
TABLE 24 REAL-TIME DECISION MAKING: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 69
TABLE 25 WORKFORCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 69
TABLE 26 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL,
2013-2020 (USD MILLION) 72
TABLE 27 BFSI: CLOUD-BASED CONTACT CENTER MARKET SIZE , BY REGION,
2013-2020 (USD MILLION) 72
TABLE 28 CONSUMER GOODS and RETAIL: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 73
TABLE 29 GOVERNMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE BY REGION,
2013-2020 (USD MILLION) 74
TABLE 30 HEALTHCARE: CLOUD-BASED CONTACT CENTER MARKET SIZE BY REGION,
2013-2020 (USD MILLION) 74
TABLE 31 MEDIA and ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 75
TABLE 32 TRAVEL and HOSPITALITY: CLOUD-BASED CONTACT CENTER MARKET SIZE ,
BY REGION, 2013-2020 (USD MILLION) 75
TABLE 33 TELECOMMUNICATIONS and IT: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 76
TABLE 34 TRANSPORTATION and LOGISTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 77
TABLE 35 OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION,
2013-2020 (USD MILLION) 77
TABLE 36 GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE,
2013-2020 (USD MILLION) 81
TABLE 37 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2013-2015 (USD MILLION) 83
TABLE 38 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION) 83
TABLE 39 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2013-2020 (USD MILLION) 83
TABLE 40 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 84
TABLE 41 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY APPLICATION, 2013-2020 (USD MILLION) 84
TABLE 42 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION) 85
TABLE 43 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT,
2013-2020 (USD MILLION) 85
TABLE 44 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION,
2013-2020 (USD MILLION) 86
TABLE 45 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE,
2013-2020 (USD MILLION) 86
TABLE 46 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 86
TABLE 47 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION,
2013-2020 (USD MILLION) 87
TABLE 48 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL,
2013-2020 (USD MILLION) 87
TABLE 49 ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2013-2020 (USD MILLION) 89
TABLE 50 ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION) 89
TABLE 51 ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE,
2013-2020 (USD MILLION) 89
TABLE 52 ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 90
TABLE 53 ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION) 90
TABLE 54 ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION) 91
TABLE 55 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2013-2020 (USD MILLION) 91
TABLE 56 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SOLUTION, 2013-2020 (USD MILLION) 92
TABLE 57 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SERVICE, 2013-2020 (USD MILLION) 92
TABLE 58 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 92
TABLE 59 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY APPLICATION, 2013-2020 (USD MILLION) 93
TABLE 60 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY VERTICAL 2013-2020 (USD MILLION) 93
TABLE 61 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2013-2020 (USD MILLION) 94
TABLE 62 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2013-2020 (USD MILLION) 94
TABLE 63 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2013-2020 (USD MILLION) 95
TABLE 64 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2013-2020 (USD MILLION) 95
TABLE 65 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2013-2020 (USD MILLION) 95
TABLE 66 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION) 96
TABLE 67 NEW PRODUCT LAUNCHES AND ENHANCEMENTS, 2011-2015 99
TABLE 68 PARTNERSHIPS AND COLLABORATIONS, 2011-2015 102
TABLE 69 MERGERS AND ACQUISITIONS, 2011-2015 104
TABLE 70 INTEGRATIONS AND EXPANSIONS, 2011-2015 105


LIST OF FIGURES

FIGURE 1 CLOUD-BASED CONTACT CENTER: RESEARCH DESIGN 17
FIGURE 2 BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION 20
FIGURE 3 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 21
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 22
FIGURE 5 DATA TRIANGULATION 23
FIGURE 6 SERVICES ARE ESTIMATED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 26
FIGURE 7 OMNI-CHANNEL SOLUTIONS ARE EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 26
FIGURE 8 MANAGED SERVICES ESTIMATED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 27
FIGURE 9 HYBRID CLOUD DEPLOYMENT TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 27
FIGURE 10 BFSI TO GROW AT THE HIGHEST CAGR FROM 2015 TO 2020 28
FIGURE 11 NORTH AMERICA IS ESTIMATED TO HOLD THE LARGEST SHARE OF THE CLOUD-BASED CONTACT CENTER MARKET IN 2015 28
FIGURE 12 DEMAND FOR BETTER CUSTOMER EXPERIENCE IS EXPECTED TO PROPEL THE CLOUD-BASED CONTACT CENTER MARKET DURING THE FORECAST PERIOD 29
FIGURE 13 SERVICES TO DOMINATE THE COMPONENT SEGMENT OF CLOUD-BASED CONTACT CENTER MARKET DURING THE FORECAST PERIOD 29
FIGURE 14 BFSI ESTIMATED TO DOMINATE THE CLOUD-BASED CONTACT CENTER MARKET
IN 2015 30
FIGURE 15 LATIN AMERICA IS EXPECTED TO GROW RAPIDLY IN THE COMING YEARS 31
FIGURE 16 BEST MARKET TO INVEST, BY REGION 32
FIGURE 17 REGIONAL ON-DEMAND ADOPTION SCENARIO, 2015 33
FIGURE 18 EVOLUTION OF THE CLOUD-BASED CONTACT CENTER MARKET 35
FIGURE 19 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION 36
FIGURE 20 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE 37
FIGURE 21 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL 37
FIGURE 22 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION 38
FIGURE 23 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL 38
FIGURE 24 CLOUD-BASED CONTACT CENTER MARKET, BY REGION 39
FIGURE 25 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 40
FIGURE 26 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN 45
FIGURE 27 STRATEGIC BENCHMARKING: PRODUCT DEVELOPMENT AND PRODUCT ENHANCEMENT BY TOP VENDORS 46
FIGURE 28 STRATEGIC BENCHMARKING: MERGERS, ACQUISITIONS, AND STRATEGIC AGREEMENTS 47
FIGURE 29 PORTER'S FIVE FORCES ANALYSIS: CLOUD-BASED CONTACT CENTER MARKET 48
FIGURE 30 CLOUD-BASED CONTACT CENTER MARKET BY TYPE: SERVICES ARE EXPECTED TO GROW AT A HIGHER RATE DURING THE FORECAST PERIOD 51
FIGURE 31 OMNI-CHANNEL SOLUTIONS SOLUTION IS EXPECTED TO HAVE THE HIGHEST CAGR BY 2020 53
FIGURE 32 MANAGED SERVICES SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 58
FIGURE 33 HYBRID CLOUD IS EXPECTED TO HAVE THE HIGHEST ADOPTION RATE DURING THE FORECAST PERIOD 61
FIGURE 34 HYBRID CLOUD IS PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 62
FIGURE 35 CALL ROUTING AND QUEUING IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 66
FIGURE 36 BFSI VERTICAL IS EXPECTED TO EXHIBIT THE HIGHEST GROWTH RATE DURING THE FORECAST PERIOD 71
FIGURE 37 LATIN AMERICA IS PROJECTED TO EXHIBIT THE HIGHEST GROWTH IN THE CLOUD-BASED CONTACT CENTER MARKET DURING THE FORECAST PERIOD 79
FIGURE 38 GEOGRAPHIC SNAPSHOT: NORTH AMERICA ESTIMATED TO ACCOUNT FOR THE LARGEST SHARE IN THE CLOUD-BASED CONTACT CENTER MARKET DURING THE FORECAST PERIOD 80
FIGURE 39 LATIN AMERICA IS THE FASTEST GROWING REGION IN THE CLOUD-BASED CONTACT CENTER MARKET DURING THE FORECAST PERIOD 80
FIGURE 40 NORTH AMERICA MARKET SNAPSHOT: LARGE ENTERPRISES ARE EXPECTED TO HAVE THE LARGEST MARKET SIZE IN 2015 82
FIGURE 41 ASIA-PACIFIC MARKET SNAPSHOT: ASIA-PACIFIC IS EXPECTED TO BE ONE OF THE FASTEST-GROWING REGIONS IN 2015 88
FIGURE 42 COMPANIES ADOPTED NEW PRODUCT LAUNCH and ENHANCEMENT AS THE KEY GROWTH STRATEGY IN THE PAST THREE YEARS 97
FIGURE 43 MARKET EVALUATION FRAMEWORK 98
FIGURE 44 BATTLE FOR MARKET SHARE: PRODUCT LAUNCH AND ENHANCEMENT WAS THE KEY STRATEGY 98
FIGURE 45 CONTACT BASED CONTACT CENTER : PORTFOLIO COMPARISON 107
FIGURE 46 REGION-WISE REVENUE MIX OF THE TOP 5 MARKET PLAYERS 108
FIGURE 47 INTERACTIVE INTELLIGENCE GROUP, INC.: COMPANY SNAPSHOT 109
FIGURE 48 INTERACTIVE INTELLIGNECE GROUP, INC.: SWOT ANALYSIS 112
FIGURE 49 CISCO SYSTEMS, INC.: COMPANY SNAPSHOT 113
FIGURE 50 CISCO SYSTEMS: SWOT ANALYSIS 115
FIGURE 51 FIVE9, INC.: COMPANY SNAPSHOT 116
FIGURE 52 FIVE9, INC.: SWOT ANALYSIS 118
FIGURE 53 GENESYS TELECOMMUNICATION LABORATORIES, INC.: SWOT ANALYSIS 121
FIGURE 54 ORACLE CORPORATION: COMPANY SNAPSHOT 122
FIGURE 55 ORACLE CORPOATION: SWOT ANALYSIS 124
FIGURE 56 8X8, INC.: COMPANY SNAPSHOT 125
FIGURE 57 INCONTACT,INC.: COMPANY SNAPSHOT: 128
FIGURE 58 MITEL NETWORKS CORPORATION: COMPANY SNAPSHOT 138

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