Global Cloud-Based Contact Center Industry

Global Cloud-Based Contact Center Industry

  • September 2020 •
  • 171 pages •
  • Report ID: 5956339 •
  • Format: PDF
Global Cloud-Based Contact Center Market to Reach US$41.5 Billion by the Year 2027

Amid the COVID-19 crisis, the global market for Cloud-Based Contact Center estimated at US$10.3 Billion in the year 2020, is projected to reach a revised size of US$41.5 Billion by 2027, growing at a CAGR of 22% over the period 2020-2027.Large Enterprises, one of the segments analyzed in the report, is projected to grow at a 19.9% CAGR to reach US$22.1 Billion by the end of the analysis period. After an early analysis of the business implications of the pandemic and its induced economic crisis, growth in the SMEs segment is readjusted to a revised 24.8% CAGR for the next 7-year period. This segment currently accounts for a 40% share of the global Cloud-Based Contact Center market.

The U.S. Accounts for Over 29.8% of Global Market Size in 2020, While China is Forecast to Grow at a 21.7% CAGR for the Period of 2020-2027

The Cloud-Based Contact Center market in the U.S. is estimated at US$3.1 Billion in the year 2020. The country currently accounts for a 29.85% share in the global market. China, the world second largest economy, is forecast to reach an estimated market size of US$7.3 Billion in the year 2027 trailing a CAGR of 21.7% through 2027. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 19.8% and 18.8% respectively over the 2020-2027 period. Within Europe, Germany is forecast to grow at approximately 15.5% CAGR while Rest of European market (as defined in the study) will reach US$7.3 Billion by the year 2027.We bring years of research experience to this 6th edition of our report. The 171-page report presents concise insights into how the pandemic has impacted production and the buy side for 2020 and 2021. A short-term phased recovery by key geography is also addressed.

Competitors identified in this market include, among others,
  • 3CLogic
  • x, Inc.
  • Aspect Software, Inc.
  • BT GROUP PLC
  • Cisco Systems, Inc.
  • Connect First, Inc.
  • Evolve IP LLC
  • Five9, Inc.
  • Genesys
  • Liveops, Inc.
  • Mitel Networks Corporation
  • NewVoiceMedia Limited
  • NICE Ltd.
  • Oracle Corporation
  • Ozonetel Communications Pvt Ltd.
  • West Corporation