1. Market Research
  2. > IT Services
  3. > IT Outsourcing Market Trends
  4. > Cloud-Based Contact Center Market by Solution, Service, Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021

“Faster deployment, scalability of cloud technology, cloud compliance requirement, and need to manage disaster recovery is expected to drive the overall market”
The cloud-based contact center market size is estimated to grow from USD 5.43 billion in 2016 to USD 15.67 billion by 2021, at a Compound Annual Growth Rate (CAGR) of 23.6% due to cloud compliance requirement and the need to manage disaster recovery. However, risk of information and high initial investment is the major restraint in the overall growth of the market.

Dialer is expected to be the most promising solution during the forecast period
The implementation of dialers is expected to grow at the highest CAGR during the forecast period. The dialers allow organizations to manage ‘Do Not Call’ lists, time zones, external table dialing and dynamic filtering, and offers deployment options so they can choose how to address regulations that prohibit auto dialers and predictive dialing. This provides the ease of utilization that the contact centers require leading to an increase in its demand.

Hybrid cloud is expected to be grow at the highest CAGR during the forecast period
The demand for hybrid cloud in the contact center space is expected to increase in the coming five years. The scalability and flexibility of hybrid cloud helps an enterprise to create an automated, integrated, secure, and well-managed computing environment cost-effectively. One of the reasons for the high adoption of hybrid cloud is that it bridges the gap between low-security public cloud and high-security private cloud, thus, giving the user the security of private cloud and low cost of public cloud.

“Asia-Pacific (APAC) is projected to witness the highest growth during the forecast period”
North America is expected to hold the largest market share and dominate the cloud-based contact center market in 2016, due to the increasing market for analytics and high competition between the organizations to offer enhanced customer satisfaction. APAC is expected to grow at the highest rate during this forecast period. Increasing retail and distribution activities, along with growth in the BFSI sector has given scope for the cloud-based contact center market to grow in APAC.

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

- By Company Type: Tier-1 (35%), Tier-2 (42%), and Tier-3 (23%) companies
- By Designation: C-level (42%), Director Level (37%), and Others (21%)
- By Region: North America (51%), Europe (29%), APAC (15%), and Rest of World (5%)

The list of multi-cloud management vendors profiled in the report is as follows:
1. 8X8, Inc. (California, U.S)
2. FIVE9 Inc. (California, U.S)
3. Cisco Systems, Inc. (California, U.S)
4. Genesys Telecommunications Laboratories, Inc. (California, U.S)
5. Oracle Corporation (California, U.S)
6. NICE Systems ltd. (Raanana, Israel.)
7. NEWVOICEMEDIA (Hampshire, U.K.)
8. 3CLogic (Maryland, U.S)
9. Aspect Software Parent inc. (Massachusetts, U.S)
10. Connect First Inc. (Colorado, U.S.)

Research Coverage

The global cloud-based contact center market has been segmented on the basis of solutions, services, applications, deployment models, organization sizes, industry verticals, and regions. The various types of analysis covered in the study includes SWOT analysis, value chain analysis, competitive landscaping, and DROC analysis.

Reasons to Buy the Report
The report will help the market leaders/new entrants in this market in the following ways:
1. This report segments the cloud-based contact center market comprehensively and provides the closest approximations of the revenue numbers for the overall market and the sub segments across different verticals and regions.
2. The report helps the stakeholders understand the pulse of the market and provides them information on key market drivers, restraints, challenges, and opportunities.
3. This report will help the stakeholders to better understand the competitors and gain more insights to better their position in the business. The competitive landscape section includes competitor ecosystem, new product developments, partnerships, and mergers & acquisitions.

Table Of Contents

Cloud-Based Contact Center Market by Solution, Service, Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021
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 IN THE REPORT 15
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 19
2.1.2 PRIMARY DATA 19
2.1.2.1 Key data from primary sources 20
2.1.2.2 Key industry insights 21
2.1.2.3 Breakdown of primaries 22
2.2 MARKET SIZE ESTIMATION 22
2.3 MARKET BREAKDOWN AND DATA TRIANGULATION 24
2.4 RESEARCH ASSUMPTIONS 25
2.5 VENDOR DIVE MATRIX METHODOLOGY 26
3 EXECUTIVE SUMMARY 27
4 PREMIUM INSIGHTS 31
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CLOUD-BASED CONTACT CENTER MARKET 31
4.2 CLOUD-BASED CONTACT CENTER MARKET: MARKET SHARE OF TOP THREE SERVICE TYPES AND REGIONS 32
4.3 LIFECYCLE ANALYSIS, BY REGION, 2016 32
4.4 MARKET INVESTMENT SCENARIO 33
4.5 CLOUD-BASED CONTACT CENTER MARKET: BY VERTICAL 34

5 MARKET OVERVIEW 35
5.1 INTRODUCTION 36
5.2 MARKET EVOLUTION 36
5.3 MARKET SEGMENTATION 37
5.3.1 BY SOLUTION 37
5.3.2 BY SERVICE 38
5.3.3 BY DEPLOYMENT MODEL 38
5.3.4 BY APPLICATION 39
5.3.5 BY VERTICAL 39
5.3.6 BY REGION 40
5.4 MARKET DYNAMICS 40
5.4.1 DRIVERS 41
5.4.1.1 Faster deployment, scalability, and flexibility 41
5.4.1.2 Cloud compliance requirements 41
5.4.1.3 Acceptance of home-based work 42
5.4.1.4 Improved business continuity 42
5.4.2 RESTRAINTS 42
5.4.2.1 Risk of information loss 42
5.4.2.2 High initial investment 42
5.4.2.3 Premises-based contact center technology cover large portion 42
5.4.3 OPPORTUNITIES 43
5.4.3.1 Improved customer experience 43
5.4.3.2 Move to omni-channel experience 43
5.4.3.3 Many enterprises moving on cloud infrastructure 43
5.4.3.4 Increasing number of enterprises harnessing the benefits of contact center 43
5.4.4 CHALLENGES 44
5.4.4.1 Security issues 44
5.4.4.2 Maintaining integration levels 44
6 INDUSTRY TRENDS 45
6.1 INTRODUCTION 45
6.2 VALUE CHAIN ANALYSIS 45
6.3 MARKET ECOSYSTEM 46
6.4 STRATEGIC BENCHMARKING 47
7 CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY SOLUTION 48
7.1 INTRODUCTION 49
7.2 AUTOMATIC CALL DISTRIBUTION (ACD) 50
7.3 AGENT PERFORMANCE OPTIMIZATION (APO) 51
7.4 DIALERS 51
7.5 INTERACTIVE VOICE RESPONSE (IVR) 52
7.6 COMPUTER TELEPHONY INTEGRATION (CTI) 53
7.7 REPORTING AND ANALYTICS 54
7.8 OTHERS 54
8 CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY SERVICE TYPE 56
8.1 INTRODUCTION 57
8.2 PROFESSIONAL SERVICES 58
8.3 MANAGED SERVICES 59
9 CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY APPLICATION 60
9.1 INTRODUCTION 61
9.2 CALL ROUTING AND QUEUING 62
9.3 DATA INTEGRATION AND RECORDING 62
9.4 CHAT QUALITY AND MONITORING 63
9.5 REAL-TIME DECISION MAKING 64
9.6 WORKFORCE OPTIMIZATION 64
10 CLOUD-BASED CONTACT CENTER MARKET ANALYSIS,
BY DEPLOYMENT MODEL 66
10.1 INTRODUCTION 67
10.2 PUBLIC CLOUD 68
10.3 PRIVATE CLOUD 68
10.4 HYBRID AND COMMUNITY CLOUD 69
11 CLOUD-BASED CONTACT CENTER MARKET ANALYSIS,
BY ORGANIZATION SIZE 71
11.1 INTRODUCTION 72
11.2 SMALL AND MEDIUM ENTERPRISES (SMES) 73
11.3 LARGE ENTERPRISES 73
12 CLOUD-BASED CONTACT CENTER MARKET ANALYSIS, BY VERTICAL 75
12.1 INTRODUCTION 76
12.2 BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI) 77
12.3 CONSUMER GOODS AND RETAIL 78
12.4 GOVERNMENT AND PUBLIC SECTOR 79
12.5 HEALTHCARE AND LIFE SCIENCES 79
12.6 MEDIA AND ENTERTAINMENT 80
12.7 MANUFACTURING 81
12.8 TELECOMMUNICATION AND ITES 81
12.9 OTHERS 82

13 GEOGRAPHIC ANALYSIS 83
13.1 INTRODUCTION 84
13.2 NORTH AMERICA 85
13.3 EUROPE 89
13.4 ASIA-PACIFIC 92
13.5 MIDDLE EAST AND AFRICA (MEA) 95
13.6 LATIN AMERICA 98
14 COMPETITIVE LANDSCAPE 101
14.1 OVERVIEW 101
14.2 COMPETITIVE SITUATION AND TRENDS 102
14.2.1 PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS 104
14.2.2 NEW PRODUCT LAUNCHES 105
14.2.3 BUSINESS EXPANSIONS 106
14.2.4 MERGERS AND ACQUISITIONS 107
14.3 CLOUD-BASED CONTACT CENTER MARKET: MNM DIVE - VENDOR COMPARISON 108
15 COMPANY PROFILE 110
(Business Overview, Products and Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
15.1 INTRODUCTION 110
15.2 8X8, INC. 111
15.3 FIVE9, INC. 115
15.4 CISCO SYSTEMS, INC. 119
15.5 GENESYS TELECOMMUNICATIONS LABORATORIES, INC. 122
15.6 ORACLE CORPORATION 125
15.7 NICE-SYSTEMS LTD. 128
15.8 NEWVOICEMEDIA 131
15.9 3CLOGIC 133
15.10 CONNECT FIRST, INC. 136
15.11 ASPECT SOFTWARE PARENT INC. 138
*Details on Business Overview, Products and Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
15.12 OTHER MAJOR VENDORS 140
15.12.1 INCONTACT, INC. 140
15.12.2 INTERACTIVE INTELLIGENCE GROUP, INC. 140
15.12.3 BROADSOFT, INC. 141
15.12.4 WEST CORPORATION 141
15.12.5 LIVEOPS CLOUD 142
15.12.6 MITEL NETWORKS CORPORATION 142
15.12.7 OZONETEL SYSTEMS PVT. LTD 143
15.12.8 EVOLVE IP, LLC. 143
16 APPENDIX 144
16.1 KEY INDUSTRY INSIGHTS 144
16.2 DISCUSSION GUIDE 145
16.3 KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL 149
16.4 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE 151
16.5 AVAILABLE CUSTOMIZATIONS 151
16.6 RELATED REPORTS 152
16.7 AUTHOR DETAILS 153


LIST OF TABLES

TABLE 1 CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE,
2014-2021 (USD MILLION, YOY) 28
TABLE 2 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION,
2014-2021 (USD MILLION) 49
TABLE 3 AUTOMATIC CALL DISTRIBUTION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 50
TABLE 4 AGENT PERFORMANCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 51
TABLE 5 DIALERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 52
TABLE 6 INTERACTIVE VOICE RESPONSE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 53
TABLE 7 COMPUTER TELEPHONY INTEGRATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 53
TABLE 8 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2014-2021 (USD MILLION) 54
TABLE 9 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 55
TABLE 10 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE,
2014-2021 (USD MILLION) 57
TABLE 11 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2014-2021 (USD MILLION) 59
TABLE 12 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 59
TABLE 13 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2014-2021 (USD MILLION) 61
TABLE 14 CALL ROUTING AND QUEUING: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2014-2021 (USD MILLION) 62
TABLE 15 DATA INTEGRATION AND RECORDING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 63
TABLE 16 CHAT QUALITY AND MONITORING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 63
TABLE 17 REAL-TIME DECISION MAKING: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2014-2021 (USD MILLION) 64
TABLE 18 WORKFORCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2014-2021 (USD MILLION) 65
TABLE 19 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL,
2014-2021 (USD MILLION) 67
TABLE 20 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 68
TABLE 21 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 69
TABLE 22 HYBRID AND COMMUNITY CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 70
TABLE 23 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE,
2014-2021 (USD MILLION) 72
TABLE 24 SMALL AND MEDIUM ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 73
TABLE 25 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 74
TABLE 26 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL,
2014-2021 (USD MILLION) 76
TABLE 27 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 78
TABLE 28 CONSUMER GOODS AND RETAIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 78
TABLE 29 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 79
TABLE 30 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 80
TABLE 31 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2014-2021 (USD MILLION) 80
TABLE 32 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 81
TABLE 33 TELECOMMUNICATION AND ITES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 82
TABLE 34 OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION,
2014-2021 (USD MILLION) 82
TABLE 35 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION,
2014-2021 (USD MILLION) 84
TABLE 36 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION) 87
TABLE 37 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION) 87
TABLE 38 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION) 88
TABLE 39 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY APPLICATION, 2014-2021 (USD MILLION) 88
TABLE 40 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL 2014-2021 (USD MILLION) 88
TABLE 41 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2014-2021 (USD MILLION) 89
TABLE 42 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL,
2014-2021 (USD MILLION) 89
TABLE 43 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION,
2014-2021 (USD MILLION) 90
TABLE 44 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE,
2014-2021 (USD MILLION) 90
TABLE 45 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION,
2014-2021 (USD MILLION) 91
TABLE 46 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION) 91
TABLE 47 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2014-2021 (USD MILLION) 91
TABLE 48 ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL,
2014-2021 (USD MILLION) 93
TABLE 49 ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION) 93
TABLE 50 ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE TYPE, 2014-2021 (USD MILLION) 94
TABLE 51 ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY APPLICATION, 2014-2021 (USD MILLION) 94
TABLE 52 ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION) 94
TABLE 53 ASIA-PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2014-2021 (USD MILLION) 95
TABLE 54 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY VERTICAL, 2014-2021 (USD MILLION) 95
TABLE 55 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SOLUTION, 2014-2021 (USD MILLION) 96
TABLE 56 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SERVICE TYPE, 2014-2021 (USD MILLION) 96
TABLE 57 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY APPLICATION, 2014-2021 (USD MILLION) 97
TABLE 58 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION) 97
TABLE 59 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2014-2021 (USD MILLION) 97
TABLE 60 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY VERTICAL, 2014-2021 (USD MILLION) 98
TABLE 61 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SOLUTION, 2014-2021 (USD MILLION) 99
TABLE 62 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SERVICE TYPE, 2014-2021 (USD MILLION) 99
TABLE 63 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY APPLICATION, 2014-2021 (USD MILLION) 100
TABLE 64 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2014-2021 (USD MILLION) 100
TABLE 65 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2014-2021 (USD MILLION) 100
TABLE 66 PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS, 2015 - 2016 104
TABLE 67 NEW PRODUCT LAUNCHES, 2015-2016 105
TABLE 68 BUSINESS EXPANSIONS, 2015-2016 106
TABLE 69 MERGERS AND ACQUISITIONS, 2013-2016 107


LIST OF FIGURES

FIGURE 1 GLOBAL CLOUD-BASED CONTACT CENTER MARKET: MARKET SEGMENTATION 15
FIGURE 2 GLOBAL CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN 18
FIGURE 3 BREAKDOWN OF PRIMARY INTERVIEW: BY COMPANY, DESIGNATION, AND REGION 22
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 23
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 23
FIGURE 6 DATA TRIANGULATION 24
FIGURE 7 GLOBAL CLOUD-BASED CONTACT CENTER MARKET: ASSUMPTIONS 25
FIGURE 8 VENDOR DIVE MATRIX: CRITERIA WEIGHTAGE 26
FIGURE 9 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL
(2016 VS. 2021) 29
FIGURE 10 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE
(2016 VS. 2021) 29
FIGURE 11 NORTH AMERICA IS ESTIMATED TO HOLD THE LARGEST MARKET SHARE IN 2016 30
FIGURE 12 TOP THREE SEGMENTS FOR THE CLOUD-BASED CONTACT CENTER MARKET, 2016-2021 30
FIGURE 13 GROWTH TREND OF CLOUD-BASED CONTACT CENTER MARKET (2016-2021) 31
FIGURE 14 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL AND NORTH AMERICA REGION ARE EXPECTED TO HAVE THE LARGEST MARKET SHARE IN 2016 32
FIGURE 15 REGIONAL LIFECYCLE ANALYSIS (2016): ASIA-PACIFIC IS EXPECTED TO BE THE FASTEST GROWING REGION DURING THE PERIOD 2016-2021 32
FIGURE 16 MARKET INVESTMENT SCENARIO: ASIA-PACIFIC WOULD EMERGE AS THE BEST MARKET FOR INVESTMENT IN THE NEXT FIVE YEARS 33
FIGURE 17 HEALTHCARE AND LIFE SCIENCES VERTICAL IS ESTIMATED TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 34
FIGURE 18 EVOLUTION OF CLOUD-BASED CONTACT CENTER MARKET 36
FIGURE 19 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION 37
FIGURE 20 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE TYPE 38
FIGURE 21 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL 38
FIGURE 22 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION 39
FIGURE 23 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL 39
FIGURE 24 CLOUD-BASED CONTACT CENTER MARKET, BY REGION 40
FIGURE 25 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 41
FIGURE 26 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS 46
FIGURE 27 CLOUD-BASED CONTACT CENTER ECOSYSTEM 47
FIGURE 28 CLOUD-BASED CONTACT CENTER MARKET: STRATEGIC BENCHMARKING 47
FIGURE 29 COMPUTER TELEPHONY INTEGRATION SOLUTION IS ESTIMATED TO HAVE THE LARGEST MARKET SIZE IN 2016 50
FIGURE 30 PROFESSIONAL SERVICE TYPE IS ESTIMATED TO HAVE
THE LARGEST MARKET SIZE IN 2016 58
FIGURE 31 CALL ROUTING AND QUEUING SEGMENT IS ESTIMATED TO HOLD
THE LARGEST MARKET SIZE IN 2016 61
FIGURE 32 PUBLIC CLOUD MODEL IS ESTIMATED TO HOLD
THE LARGEST MARKET SIZE IN 2016 67
FIGURE 33 LARGE ENTERPRISES SEGMENT IS ESTIMATED TO HOLD
THE LARGEST MARKET SIZE IN 2016 72
FIGURE 34 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO HOLD THE LARGEST MARKET SIZE IN CLOUD-BASED CONTACT CENTER MARKET IN 2016 77
FIGURE 35 NORTH AMERICA IS EXPECTED TO HAVE THE LARGEST MARKET SIZE IN 2016 85
FIGURE 36 NORTH AMERICA MARKET SNAPSHOT 86
FIGURE 37 ASIA-PACIFIC MARKET SNAPSHOT 92
FIGURE 38 COMPANIES ADOPTED NEW PRODUCT LAUNCHES, PARTNERSHIP, AGREEMENT, AND COLLABORATION AS THE KEY GROWTH STRATEGY DURING
THE PERIOD 2014-2021 101
FIGURE 39 PRODUCT PORTFOLIO COMPARISON OF THE TOP FIVE COMPANIES 102
FIGURE 40 MARKET EVALUATION FRAMEWORK 103
FIGURE 41 BATTLE FOR MARKET SHARE: NEW PRODUCT LAUNCHES WAS THE KEY STRATEGY 104
FIGURE 42 PRODUCT OFFERINGS COMPARISON 108
FIGURE 43 BUSINESS STRATEGY COMPARISON 109
FIGURE 44 GEOGRAPHIC REVENUE MIX OF TOP MARKET PLAYERS 110
FIGURE 45 8X8, INC.: COMPANY SNAPSHOT 111
FIGURE 46 8X8, INC.: SWOT ANALYSIS 114
FIGURE 47 FIVE9, INC.: COMPANY SNAPSHOT 115
FIGURE 48 COMPANY NAME: SWOT ANALYSIS 118
FIGURE 49 CISCO SYSTEMS, INC.: COMPANY SNAPSHOT 119
FIGURE 50 CISCO SYSTEMS, INC.: SWOT ANALYSIS 121
FIGURE 51 COMPANY NAME: SWOT ANALYSIS 124
FIGURE 52 ORACLE CORPORATION: COMPANY SNAPSHOT 125
FIGURE 53 ORACLE CORPORATION: SWOT ANALYSIS 127
FIGURE 54 NICE-SYSTEMS LTD.: COMPANY SNAPSHOT 128

View This Report »

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 24 Million searchable statistics with tables, figures & datasets
  • More than 10,000 trusted sources
24/7 Customer Support

Talk to Veronica

+1 718 514 2762

Purchase Reports From Reputable Market Research Publishers
Cloud Based Contact Center - Global Market Outlook (2016-2022)

Cloud Based Contact Center - Global Market Outlook (2016-2022)

  • $ 4157
  • Industry report
  • December 2016
  • by Stratistics MRC

According to Stratistics MRC, the Global Cloud Based Contact Center Market is accounted for $4.9 billion in 2015 and expected to grow at a CAGR of 22.9% to reach $24.6 billion by 2022. Factors such as ...

Document Preparation, Call Centers, Collection Agencies and Other Business Support Services Industry (U.S.): Analytics, Extensive Financial Benchmarks, Metrics and Revenue Forecasts: NAIC 561400

Document Preparation, Call Centers, Collection Agencies and Other Business Support Services Industry (U.S.): Analytics, Extensive Financial Benchmarks, Metrics and Revenue Forecasts: NAIC 561400

  • $ 1995
  • Industry report
  • November 2016
  • by Plunkett Research

Document Preparation, Call Centers, Collection Agencies and Other Business Support Services Industry (U.S.): Analytics, Extensive Financial Benchmarks, Metrics and Revenue Forecasts to 2023, NAIC 561400 ...

Telemarketing & Call Centers in the US - Industry Market Research Report

Telemarketing & Call Centers in the US - Industry Market Research Report

  • $ 1020
  • Industry report
  • October 2016
  • by Ibisworld

Outbound calls: Demand for high-value operators will increase revenue, but offshoring will limit growth Abstract Telemarketing & Call Centers in the US The Telemarketing and Call Centers industry has ...

Call Centres Uk Industry Report

February 2017 $ 449

Experience Avaya 2016

August 2016 $ 500

ref:plp2016

Reportlinker.com © Copyright 2017. All rights reserved.

ReportLinker simplifies how Analysts and Decision Makers get industry data for their business.