Major players in the cloud based contact center market are Genesys Telecommunications Laboratories Inc., 3CLogic Inc., Avaya Contact Center (Avaya Group), Connect First Inc., Five9 Inc., 8X8 Inc., Aspect Software, RingCentral Inc., NICE Systems Ltd., Ameyo, Aircall SAS, Amazon Web Services Inc., Vocalcom Group, Talkdesk Inc, Vonage, Serenova, Content Guru, Evolve IP, TCN Inc., Tata Consultancy Services Limited., and Worldline.
The global cloud based contact center market is expected to grow from $12.50 billion in 2020 to $15.73 billion in 2021 at a compound annual growth rate (CAGR) of 25.8%. The change in growth trend is mainly due to the companies stabilizing their output after catering to the demand that grew exponentially during the COVID-19 pandemic in 2020. The market is expected to reach $39.19 billion in 2025 at a CAGR of 25.6%.
The cloud based contact center market consists of sales of cloud based services by entities (organizations, sole traders, and partnerships) that provide cloud-hosted customer services such as automated call routing and multiple communication platforms. A cloud contact center is a full set of technologies, applications, and cloud-hosted solutions for contact centers in large companies which need multiple communication modes (such as messaging and phone calls), complex call routing, staff management, and analytics.
The main types of cloud based contact centers are automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration, analytics, and reporting.A telephone system that automatically receives incoming calls and sends them to an available agent is known as automated call distribution.
The different components include services, solutions and are deployed in public, private, hybrid clouds. It is used in call routing and queuing, data integration and recording, chat quality and monitoring, real-time decision making, workforce optimization and is implemented in various sectors such as banking, financial services and insurance (BFSI), IT and telecom, media, and entertainment, retail, logistics, and transport, healthcare, others.
North America was the largest region in the cloud based contact center market in 2020.Asia Pacific is expected to be the fastest-growing region in the forecast period.
The regions covered in this report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, and Africa.
The growing technological advancements are shaping the cloud based call center market.Major companies operating in the cloud based call center sector are focused on developing technological solutions for cloud based call centers to strengthen their position in the industry.
For instance, in July 2019, TechSee, a US-based technology and technical support company that specializes in visual technology and augmented reality launched TechSee Smart based on artificial intelligence technology. A smartphone-calling consumer can now send still photographs or video to the contact center, which are subsequently analyzed by the TechSee Smart platform to detect the product model and the source of the issue.
In August 2020, TTEC Holdings a US-based customer experience technology and services company acquired VoiceFoundry for an undisclosed amount.The acquisition aims to create an end-to-end delivery solution for Amazon connect.
Voice Foundry is a US-based company that is focused design and delivery of Amazon Connect, a cloud based enterprise contact center solution used around the globe, and is focused on helping businesses to improve customer engagement while maximizing the benefits of the cloud.
The rising adoption of cloud based call centers is projected to drive the growth of the cloud based contact center market in the coming years.A network-based service in which a provider owns and controls contact center technology is known as cloud-based call centers.
Cloud based call centers provide innovative solutions to address the company issues and remote services to enterprises on a subscription basis.According to CCW Digital’s industry report on the future of the contact center in 2019, 66% of call center firms plan to invest in advanced analytics to create a better customer experience, while 64% of companies believe that customers should be able to speak with a live agent.
Therefore, the rising adoption of cloud based call centers fuels the growth of the cloud based contact center market.
The countries covered in the cloud based contact center market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA.
Our reports have been used by over 10K customers, including:
The customer experience (CX) landscape is shifting rapidly.Enterprises across the board are realizing the significance of delivering excellent customer service as a competitive differentiator. Hence, this field is gaining more attention and greater investment priority. The CX outsourcing services market is also becoming much more tech-intensive...
This IDC Perspective addresses strategies and opportunities to analyze and improve contact center quality, performance, and execution on which businesses urgently rely for digital innovation and for customer and client outreach support. This document also addresses how people conduct business with customer services and interactions, the strain...
"By digitising customer experience, operators can increase loyalty, reduce operating costs through automation and increase revenue by reducing friction points." This report uses five case studies to understand how telecoms operators worldwide are digitising customer experience. It assesses the impact of these efforts...
120 pages •
By Infiniti Research Limited
• Dec 2021
Global Call Center AI Market 2021-2025 The analyst has been monitoring the call center ai market and it is poised to grow by $ 1.90 bn during 2021-2025 progressing at a CAGR of 22.40% during the forecast period. Our report on the call center ai market provides a holistic analysis, market size and forecast, trends, growth...
This IDC Perspective provides an overview of data marketplace services. It explains the advantages of data marketplaces in general and the different services that marketplaces offer to reduce friction and increase the number of DaaS transactions. It explains the advantages for both buyers and sellers of data and some of the features that different...
This IDC Market Perspective discusses enterprises' efforts to understand customer perception of experience through challenges faced, data gathered, and the value of that data collected and analyzed for this purpose. This document is based on IDC's 2021 Future of Customers and Consumers Survey."Organizations still face challenges in the fundamental...
Report Scope: The report provides an overview of the global cloud-based contact center market and analyzes market trends.The report provides estimated market data for the forecast period from 2021 through 2026, with 2020 serving as the base year. Revenue forecasts for this period are segmented based on component,...
The global contact center software market reached a value of US$ 20.5 Billion in 2020. Looking forward, the analyst expects the market to grow at a CAGR of 20.3% during 2021-2026. Keeping in mind the uncertainties of COVID-19, we are continuously tracking and evaluating the direct as well as the indirect influence of the pandemic on different...
The IDC Market Share study examines the European contact center vendor landscape, looking at market competition and how players are differentiating their services through innovations. "The dynamics in the European contact center markets are evolving. While traditional leaders such as Genesys continue to control the largest market shares, some...
The global COVID-19 pandemic has accelerated decades-long trends including the move to remote and hybrid work, the rise of virtual organizations and the adoption of digital business models whereby all or most customer interactions take place over digital channels. The recent crisis has also elevated businesses’ awareness of the need for more...
You can change your Cookie Settings at any time but parts of our site will not function correctly without them.