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Cloud-Based Contact Center Market by Solution, Service, Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021

Cloud-Based Contact Center Market: Global Forecast until 2021

  • November 2016
  • 155 pages
  • ID: 4331010
In this report:
Among the applications, the call routing and queuing segment is expected to lead the market with ##.##% share of the overall cloud-based contact center market for 2016.
Among the service types, the professional service segment is expected to hold the largest market share of ##.##% in 2016, and managed services is expected to grow at the highest CAGR of ##.##% during the forecast period.


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"Faster deployment, scalability of cloud technology, cloud compliance requirement, and need to manage disaster recovery is predicted to push the global market"

The cloud-based contact center market size is forecasted to grow from ~$5.4B in 2016 to ~$15.7B by 2021, at a CAGR of 23.60 percent due to cloud compliance requirement and the need to manage disaster recovery. Nevertheless, risk of information and high initial investment is the main restraint in the global increase of the market.

Dialer is anticipated to be the most promising solution during the estimate period

The implementation of dialers is anticipated to rise at the highest CAGR (Compound annual growth rate) during the outlook period. The dialers allow institutions 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 growth in its demand.

Hybrid cloud is anticipated to be grow at the highest compound annual growth rate (CAGR) during the estimate period

The industry demand for hybrid cloud in the contact center space is anticipated to rise in the coming five years. The scalability and flexibility of hybrid cloud benefits 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, therefore, giving the user the security of private cloud and low cost of public cloud.

"Asia Pacific (APAC) is forecasted to witness the highest increase during the outlook period"

North America continent is forecasted to hold the biggest market share and dominate the cloud-based contact center market in 2016, due to the growing market for analytics and high competition between the institutions to offer enhanced customer satisfaction. Asia-Pacific is anticipated to grow at the maximal rate during this forecast period. Rising retail and distribution activities, together with increase in the BFSI market has given scope for the cloud-based contact center market to grow in Asia-Pac.

In the process of finding out and checking the market value for various segments and subsegments collected by secondary research, extensive primary audit sessions were managed with top industry personnel. The distribution of profiles of primary discussion participants is presented below.

- By Company category: Tier-1 (35.0 percent), Tier-2 (42.0 percent), and Tier-3 (23.0 percent) firms

- By Designation: C-level (42.0 percent), Director Level (37.0 percent), and Others (21.0 percent)

- By area: North america (NA) (51.0 percent), Europe (29.0 percent), APAC (15.0 percent), and Rest of World (5.0 percent)

6. NICE Systems ltd. (Raanana, Israel (IL).

Segment Research

The overall cloud-based contact center market has been split on the basis of solutions, services, applications, deployment models, organization sizes, industry verticals, and territories. The different types of study included in the market research includes SWOT study, value chain study, competitive landscaping, and DROC review.

Reasons to Buy the Report

This study will help the industry leaders (and new entrants) in the following aspects:

1. This document breaks down the cloud-based contact center market comprehensively and offers the best approximations of the revenue data for the global market and the sub segments across several verticals and localities.

2. The market research benefits the partners comprehend the pulse of the sector and offers them information on main market drivers, market restraints, opportunities, and alternatives.

3. This industry report will facilitate the partners to better find out the players and obtain additional insights to better their rank in the business sector. The competitive outlook section includes competitor landscape, new industry product developments, alliances, and mergers & acquisitions.

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