Cloud-based contact center market to hit USD 52,474 million by 2027, according to Gen Consulting Company

A cloud contact center is central point in an enterprise, hosted on an internet server, from which all inbound and outbound customer communications are handled. Cloud contact centers make interactions through voice, email, social media and the web accessible from virtually anywhere. Gen Consulting Company estimates the global cloud-based contact center market will total USD 52,474 million by 2027, an average annual growth of 20.6 percent during the forecast period, according to the latest edition of the Global Cloud-Based Contact Center Market Report.

The report provides in-depth analysis and insights regarding the current global market scenario, latest trends and drivers into global cloud-based contact center market. It offers an exclusive insight into various details such as market size, key trends, competitive landscape, growth rate and market segments. This study also provides an analysis of the impact of the COVID-19 crisis on the cloud-based contact center industry.

This industry report offers market estimates and forecasts of the global market, followed by a detailed analysis of the type, service, organization size, end user, and region. The global market for cloud-based contact center can be segmented by type: automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration, analytics & reporting. Cloud-based contact center market is further segmented by service: professional services, managed services. Based on organization size, the cloud-based contact center market is segmented into: large enterprise, small and medium-sized enterprises (SMEs). On the basis of end user, the cloud-based contact center market also can be divided into: BFSI, IT & telecom, media & entertainment, retail and consumer, logistics & transport, healthcare, others. Cloud-based contact center market by region is categorized into: Asia Pacific, Europe, North America, Rest of the World (RoW).

By type:

- automatic call distribution

- agent performance optimization

- dialers

- interactive voice response

- computer telephony integration

- analytics & reporting

By service:

- professional services

- managed services

By organization size:

- large enterprise

- small and medium-sized enterprises (SMEs)

By end user:

- BFSI

- IT & telecom

- media & entertainment

- retail and consumer

- logistics & transport

- healthcare

- others

By region:

- Asia Pacific

- Europe

- North America

- Rest of the World (RoW)

The report also provides analysis of the key companies of the industry and their detailed company profiles including 1Stream Inc., 3CLogic, Inc., 8X8 Inc., Amazon Web Services, Inc., Aspect Software Parent Inc., Avaya Holdings Corp., AVOXI, Inc, Cisco Systems, Inc., Connect First, Inc., Five9 Inc., Genesys Telecommunications Laboratories, Inc., Mitel Networks Corporation, NICE Ltd., Oracle Corporation, Teleforge Corporation, among others.

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Historical & Forecast Period

This research report provides analysis for each segment from 2017 to 2027 considering 2020 to be the base year.

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Scope of the Report

- To analyze and forecast the market size of the global cloud-based contact center market.

- To classify and forecast the global cloud-based contact center market based on type, service, organization size, end user, region.

- To identify drivers and challenges for the global cloud-based contact center market.

- To examine competitive developments such as mergers & acquisitions, agreements, collaborations and partnerships, etc., in the global cloud-based contact center market.

- To identify and analyze the profile of leading players operating in the global cloud-based contact center market.

Why Choose This Report

- Gain a reliable outlook of the global cloud-based contact center market forecasts from 2021 to 2027 across scenarios.

- Identify growth segments for investment.

- Stay ahead of competitors through company profiles and market data.

- The market estimate for ease of analysis across scenarios in Excel format.

- Strategy consulting and research support for three months.

- Print authentication provided for the single-user license.