1. Preface
1.1. Objectives of the Study
1.2. Market Segmentation & Coverage
1.3. Years Considered for the Study
1.4. Currency & Pricing
1.5. Language
1.6. Limitations
1.7. Assumptions
1.8. Stakeholders

2. Research Methodology
2.1. Define: Research Objective
2.2. Determine: Research Design
2.3. Prepare: Research Instrument
2.4. Collect: Data Source
2.5. Analyze: Data Interpretation
2.6. Formulate: Data Verification
2.7. Publish: Research Report
2.8. Repeat: Report Update

3. Executive Summary
3.1. Introduction

4. Market Overview
4.1. Introduction
4.2. Cumulative Impact of COVID-19

5. Market Dynamics
5.1. Introduction
5.2. Drivers
5.3. Restraints
5.4. Opportunities
5.5. Challenges

6. Cloud-Based Contact Center Market, by Solution
6.1. Introduction
6.2. Agent Performance Optimization
6.3. Automatic Call Distribution
6.4. Dialers
6.5. Interactive Voice Response

7. Cloud-Based Contact Center Market, by Service
7.1. Introduction
7.2. Managed Services
7.3. Professional Services

8. Cloud-Based Contact Center Market, by Organization Size
8.1. Introduction
8.2. Large Enterprises
8.3. Small and Medium-Sized Enterprises

9. Cloud-Based Contact Center Market, by Application
9.1. Introduction
9.2. Call Routing and Queuing
9.3. Chat Quality and Monitoring
9.4. Data Integration and Recording
9.5. Real-Time Decision Making
9.6. Workforce Optimization

10. Cloud-Based Contact Center Market, by Deployment Model
10.1. Introduction
10.2. Private Cloud
10.3. Public Cloud

11. Cloud-Based Contact Center Market, by Vertical
11.1. Introduction
11.2. Banking, Financial Services, and Insurance
11.3. Consumer Goods and Retail
11.4. Government and Public Sector
11.5. Healthcare and Life Sciences
11.6. Manufacturing
11.7. Media and Entertainment
11.8. Telecommunication and IT

12. California Cloud-Based Contact Center Market

13. Florida Cloud-Based Contact Center Market

14. Illinois Cloud-Based Contact Center Market

15. New York Cloud-Based Contact Center Market

16. Ohio Cloud-Based Contact Center Market

17. Pennsylvania Cloud-Based Contact Center Market

18. Texas Cloud-Based Contact Center Market

19. Competitive Landscape
19.1. FPNV Positioning Matrix
19.1.1. Quadrants
19.1.2. Business Strategy
19.1.3. Product Satisfaction
19.2. Market Ranking Analysis
19.3. Market Share Analysis, By Key Player
19.4. Competitive Scenario
19.4.1. Merger & Acquisition
19.4.2. Agreement, Collaboration, & Partnership
19.4.3. New Product Launch & Enhancement
19.4.4. Investment & Funding
19.4.5. Award, Recognition, & Expansion

20. Company Usability Profiles
20.1. 3CLogic
20.2. Aircall, Inc
20.3. Ameyo
20.4. Aspect Software, Inc.
20.5. Avaya Inc.
20.6. Cisco Systems, Inc.
20.7. CLogic
20.8. CONTENT GURU LIMITED
20.9. Enghouse Interactive
20.10. Evolve IP, LLC
20.11. Five9 Inc.
20.12. Genesys Telecommunications Laboratories, Inc.
20.13. Lifesize, Inc
20.14. NICE Ltd.
20.15. Oracle Corporation
20.16. Pypestream Inc
20.17. RingCentral, Inc.
20.18. Talkdesk, Inc
20.19. TechSee Augmented Vision Ltd.
20.20. TWILIO, INC.
20.21. Vocalcom
20.22. Vonage

21. Appendix
21.1. Discussion Guide
21.2. License & Pricing

List of Figures

FIGURE 1. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, 2020 VS 2026 (USD MILLION)
FIGURE 2. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, 2018-2026 (USD MILLION)
FIGURE 3. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: MARKET DYNAMICS
FIGURE 4. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2020 VS 2026 (%)
FIGURE 5. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2020 VS 2026 (USD MILLION)
FIGURE 6. COMPETITIVE STRATEGIC WINDOW FOR UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2026
FIGURE 7. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY AGENT PERFORMANCE OPTIMIZATION, 2018-2026 (USD MILLION)
FIGURE 8. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY AGENT PERFORMANCE OPTIMIZATION, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 9. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY AUTOMATIC CALL DISTRIBUTION, 2018-2026 (USD MILLION)
FIGURE 10. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY AUTOMATIC CALL DISTRIBUTION, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 11. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DIALERS, 2018-2026 (USD MILLION)
FIGURE 12. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DIALERS, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 13. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INTERACTIVE VOICE RESPONSE, 2018-2026 (USD MILLION)
FIGURE 14. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INTERACTIVE VOICE RESPONSE, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 15. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2020 VS 2026 (%)
FIGURE 16. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2020 VS 2026 (USD MILLION)
FIGURE 17. COMPETITIVE STRATEGIC WINDOW FOR UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2026
FIGURE 18. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY MANAGED SERVICES, 2018-2026 (USD MILLION)
FIGURE 19. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY MANAGED SERVICES, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 20. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY PROFESSIONAL SERVICES, 2018-2026 (USD MILLION)
FIGURE 21. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY PROFESSIONAL SERVICES, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 22. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020 VS 2026 (%)
FIGURE 23. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020 VS 2026 (USD MILLION)
FIGURE 24. COMPETITIVE STRATEGIC WINDOW FOR UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2026
FIGURE 25. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY LARGE ENTERPRISES, 2018-2026 (USD MILLION)
FIGURE 26. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY LARGE ENTERPRISES, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 27. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SMALL AND MEDIUM-SIZED ENTERPRISES, 2018-2026 (USD MILLION)
FIGURE 28. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SMALL AND MEDIUM-SIZED ENTERPRISES, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 29. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2020 VS 2026 (%)
FIGURE 30. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2020 VS 2026 (USD MILLION)
FIGURE 31. COMPETITIVE STRATEGIC WINDOW FOR UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2026
FIGURE 32. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY CALL ROUTING AND QUEUING, 2018-2026 (USD MILLION)
FIGURE 33. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY CALL ROUTING AND QUEUING, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 34. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY CHAT QUALITY AND MONITORING, 2018-2026 (USD MILLION)
FIGURE 35. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY CHAT QUALITY AND MONITORING, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 36. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DATA INTEGRATION AND RECORDING, 2018-2026 (USD MILLION)
FIGURE 37. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DATA INTEGRATION AND RECORDING, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 38. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REAL-TIME DECISION MAKING, 2018-2026 (USD MILLION)
FIGURE 39. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REAL-TIME DECISION MAKING, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 40. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY WORKFORCE OPTIMIZATION, 2018-2026 (USD MILLION)
FIGURE 41. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY WORKFORCE OPTIMIZATION, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 42. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020 VS 2026 (%)
FIGURE 43. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020 VS 2026 (USD MILLION)
FIGURE 44. COMPETITIVE STRATEGIC WINDOW FOR UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2026
FIGURE 45. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY PRIVATE CLOUD, 2018-2026 (USD MILLION)
FIGURE 46. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY PRIVATE CLOUD, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 47. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY PUBLIC CLOUD, 2018-2026 (USD MILLION)
FIGURE 48. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY PUBLIC CLOUD, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 49. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2020 VS 2026 (%)
FIGURE 50. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2020 VS 2026 (USD MILLION)
FIGURE 51. COMPETITIVE STRATEGIC WINDOW FOR UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2026
FIGURE 52. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY BANKING, FINANCIAL SERVICES, AND INSURANCE, 2018-2026 (USD MILLION)
FIGURE 53. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY BANKING, FINANCIAL SERVICES, AND INSURANCE, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 54. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY CONSUMER GOODS AND RETAIL, 2018-2026 (USD MILLION)
FIGURE 55. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY CONSUMER GOODS AND RETAIL, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 56. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY GOVERNMENT AND PUBLIC SECTOR, 2018-2026 (USD MILLION)
FIGURE 57. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY GOVERNMENT AND PUBLIC SECTOR, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 58. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY HEALTHCARE AND LIFE SCIENCES, 2018-2026 (USD MILLION)
FIGURE 59. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY HEALTHCARE AND LIFE SCIENCES, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 60. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY MANUFACTURING, 2018-2026 (USD MILLION)
FIGURE 61. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY MANUFACTURING, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 62. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY MEDIA AND ENTERTAINMENT, 2018-2026 (USD MILLION)
FIGURE 63. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY MEDIA AND ENTERTAINMENT, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 64. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TELECOMMUNICATION AND IT, 2018-2026 (USD MILLION)
FIGURE 65. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TELECOMMUNICATION AND IT, BY STATE, 2020 VS 2026 (USD MILLION)
FIGURE 66. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: FPNV POSITIONING MATRIX
FIGURE 67. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: SHARE, BY KEY PLAYER, 2020
FIGURE 68. COMPETITIVE SCENARIO ANALYSIS IN UNITED STATES CLOUD-BASED CONTACT CENTER MARKET, BY TYPE

List of Tables

TABLE 1. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: MARKET SEGMENTATION & COVERAGE
TABLE 2. UNITED STATES DOLLAR EXCHANGE RATE, 2016-2020
TABLE 3. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, 2018-2026 (USD MILLION)
TABLE 4. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2018-2026 (USD MILLION)
TABLE 5. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY AGENT PERFORMANCE OPTIMIZATION, BY STATE, 2018-2026 (USD MILLION)
TABLE 6. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY AUTOMATIC CALL DISTRIBUTION, BY STATE, 2018-2026 (USD MILLION)
TABLE 7. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DIALERS, BY STATE, 2018-2026 (USD MILLION)
TABLE 8. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INTERACTIVE VOICE RESPONSE, BY STATE, 2018-2026 (USD MILLION)
TABLE 9. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2018-2026 (USD MILLION)
TABLE 10. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY MANAGED SERVICES, BY STATE, 2018-2026 (USD MILLION)
TABLE 11. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY PROFESSIONAL SERVICES, BY STATE, 2018-2026 (USD MILLION)
TABLE 12. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2018-2026 (USD MILLION)
TABLE 13. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY LARGE ENTERPRISES, BY STATE, 2018-2026 (USD MILLION)
TABLE 14. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SMALL AND MEDIUM-SIZED ENTERPRISES, BY STATE, 2018-2026 (USD MILLION)
TABLE 15. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2018-2026 (USD MILLION)
TABLE 16. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY CALL ROUTING AND QUEUING, BY STATE, 2018-2026 (USD MILLION)
TABLE 17. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY CHAT QUALITY AND MONITORING, BY STATE, 2018-2026 (USD MILLION)
TABLE 18. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DATA INTEGRATION AND RECORDING, BY STATE, 2018-2026 (USD MILLION)
TABLE 19. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REAL-TIME DECISION MAKING, BY STATE, 2018-2026 (USD MILLION)
TABLE 20. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY WORKFORCE OPTIMIZATION, BY STATE, 2018-2026 (USD MILLION)
TABLE 21. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2018-2026 (USD MILLION)
TABLE 22. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY PRIVATE CLOUD, BY STATE, 2018-2026 (USD MILLION)
TABLE 23. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY PUBLIC CLOUD, BY STATE, 2018-2026 (USD MILLION)
TABLE 24. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2018-2026 (USD MILLION)
TABLE 25. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY BANKING, FINANCIAL SERVICES, AND INSURANCE, BY STATE, 2018-2026 (USD MILLION)
TABLE 26. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY CONSUMER GOODS AND RETAIL, BY STATE, 2018-2026 (USD MILLION)
TABLE 27. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY GOVERNMENT AND PUBLIC SECTOR, BY STATE, 2018-2026 (USD MILLION)
TABLE 28. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY HEALTHCARE AND LIFE SCIENCES, BY STATE, 2018-2026 (USD MILLION)
TABLE 29. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY MANUFACTURING, BY STATE, 2018-2026 (USD MILLION)
TABLE 30. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY MEDIA AND ENTERTAINMENT, BY STATE, 2018-2026 (USD MILLION)
TABLE 31. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TELECOMMUNICATION AND IT, BY STATE, 2018-2026 (USD MILLION)
TABLE 32. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: SCORES
TABLE 33. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: BUSINESS STRATEGY
TABLE 34. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: PRODUCT SATISFACTION
TABLE 35. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: RANKING
TABLE 36. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: SHARE, BY KEY PLAYER, 2020
TABLE 37. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: MERGER & ACQUISITION
TABLE 38. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: AGREEMENT, COLLABORATION, & PARTNERSHIP
TABLE 39. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: NEW PRODUCT LAUNCH & ENHANCEMENT
TABLE 40. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: INVESTMENT & FUNDING
TABLE 41. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: AWARD, RECOGNITION, & EXPANSION
TABLE 42. UNITED STATES CLOUD-BASED CONTACT CENTER MARKET: LICENSE & PRICING

Companies Mentioned

3CLogic
Aircall, Inc
Ameyo
Aspect Software, Inc.
Avaya Inc.
Cisco Systems, Inc.
CLogic
CONTENT GURU LIMITED
Enghouse Interactive
Evolve IP, LLC
Five9 Inc.
Genesys Telecommunications Laboratories, Inc.
Lifesize, Inc
NICE Ltd.
Oracle Corporation
Pypestream Inc
RingCentral, Inc.
Talkdesk, Inc
TechSee Augmented Vision Ltd.
TWILIO, INC.
Vocalcom
Vonage