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クラウドベースのコンタクトセンター市場：世界の産業動向、シェア、規模、成長機会、2023-2028年予測

Cloud-based Contact Center Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2023-2028
出版日: | 発行: IMARC | ページ情報: 英文 143 Pages | 納期: 2～3営業日

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価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=155.86円
クラウドベースのコンタクトセンター市場：世界の産業動向、シェア、規模、成長機会、2023-2028年予測
出版日: 2023年05月29日
発行: IMARC
ページ情報: 英文 143 Pages
納期: 2～3営業日
  • 全表示
  • 概要
  • 図表
  • 目次
概要

世界のクラウドベースのコンタクトセンターの市場規模は、2022年に222億米ドルに達しました。今後、IMARC Groupは、2023年から2028年の間に22.5%の成長率（CAGR）を示し、2028年までに777億米ドルに達すると予測しています。Mバンキングアプリの利用拡大、クラウドコンピューティングの導入拡大、先進技術の統合などが、市場を牽引する主な要因のひとつです。

クラウドベースのコンタクトセンターは、インバウンドおよびアウトバウンドの顧客とのやり取りを管理するための包括的なツールセットを提供する仮想顧客サービスプラットフォームです。電話、電子メール、チャット、ソーシャルメディアなど、複数のコミュニケーションチャネルにおいて、シームレスでパーソナライズされたオムニチャネルの顧客体験を提供するように設計されています。また、強固な分析・レポート機能により、顧客行動、エージェントのパフォーマンス、その他の主要な指標に関する洞察を得ることができます。また、従来のオンプレミス型コンタクトセンターと比較して、ウェブベースの世界でのコミュニケーションに必要な複数のサービスやツールに簡単かつ迅速にアクセスすることが可能です。一般的には、リードの生成、セールスコールの管理、マーケティングキャンペーンのサポートに使用されます。

クラウドベースのコンタクトセンターの市場動向：

クラウドベースのコンタクトセンターは、銀行、金融サービス、保険（BFSI）分野で、顧客データ、取引履歴、その他の情報を分析して不正行為を検知・防止するために利用されています。これは、m-bankingアプリの利用の増加と相まって、世界中で市場成長を促進する主要な要因の1つとなっています。さらに、堅牢な拡張性、手頃な価格、柔軟性、機能など、数多くの利点があることから、中小企業におけるクラウドコンピューティングの採用が増加していることも、市場の成長を後押ししています。また、人工知能（AI）、自然言語処理（NLP）、機械学習（ML）、予測分析、音声分析、モノのインターネット（IoT）をクラウドベースのコンタクトセンターに統合し、シームレスで効率的な顧客体験を提供することが、市場の成長を後押ししています。これらの先進技術は、顧客データを分析し、顧客行動の予測、潜在的な問題の特定、顧客サービスの改善、ビジネスプロセスの最適化に使用される洞察を提供するのに役立ちます。また、顧客とエージェントの間の音声対話を分析し、消費者の感情やエージェントのパフォーマンスに関する洞察を提供します。このほか、クラウドベースのコンタクトセンターはヘルスケア分野でも採用されており、遠隔医療サービスのサポート、患者のバーチャル診察、医療従事者の遠隔監視などを可能にしています。また、ヘルスケアプロバイダーが患者の予約やリマインダーを管理し、予約漏れのリスクを軽減し、患者の転帰を改善するのにも役立っています。このような背景と、大衆の間で慢性疾患が急増していることが、市場の成長を強めています。さらに、情報技術（IT）インフラの大幅な改善も、市場に明るい展望をもたらしています。

目次

第1章 序文

第2章 調査範囲と調査手法

  • 調査目的
  • 利害関係者
  • データソース
    • 一次情報
    • 二次情報
  • 市場推定
    • ボトムアップアプローチ
    • トップダウンアプローチ
  • 予測手法

第3章 エグゼクティブサマリー

第4章 イントロダクション

  • 概要
  • 主要な業界動向

第5章 クラウドベースのコンタクトセンターの世界市場

  • 市場概要
  • 市場実績
  • COVID-19の影響
  • 市場予測

第6章 コンポーネント別市場内訳

  • ソリューション
    • 市場動向
    • 主要セグメント
      • 自動電話分配
      • エージェントパフォーマンスの最適化
      • ダイヤラー
      • 自動音声応答
      • コンピュータテレフォニーの統合
      • アナリティクスとレポーティング
    • 市場予測
  • サービス
    • 市場動向
    • 主要セグメント
      • プロフェッショナルサービス
      • マネージドサービス
    • 市場予測

第7章 導入形態別市場内訳

  • パブリッククラウド
    • 市場動向
    • 市場予測
  • プライベートクラウド
    • 市場動向
    • 市場予測
  • ハイブリッドクラウド
    • 市場動向
    • 市場予測

第8章 組織規模別市場内訳

  • 中堅・中小企業
    • 市場動向
    • 市場予測
  • 大企業
    • 市場動向
    • 市場予測

第9章 エンドユース産業別市場内訳

  • BFSI市場
    • 市場動向
    • 市場予測
  • IT・テレコム
    • 市場動向
    • 市場予測
  • メディアとエンターテイメント
    • 市場動向
    • 市場予測
  • 小売業
    • 市場動向
    • 市場予測
  • 物流・運輸
    • 市場動向
    • 市場予測
  • ヘルスケア
    • 市場動向
    • 市場予測
  • その他
    • 市場動向
    • 市場予測

第10章 地域別市場内訳

  • 北米
    • 米国
      • 市場動向
      • 市場予測
    • カナダ
      • 市場動向
      • 市場予測
  • アジア太平洋地域
    • 中国
      • 市場動向
      • 市場予測
    • 日本
      • 市場動向
      • 市場予測
    • インド
      • 市場動向
      • 市場予測
    • 韓国
      • 市場動向
      • 市場予測
    • オーストラリア
      • 市場動向
      • 市場予測
    • インドネシア
      • 市場動向
      • 市場予測
    • その他
      • 市場動向
      • 市場予測
  • 欧州
    • ドイツ
      • 市場動向
      • 市場予測
    • フランス
      • 市場動向
      • 市場予測
    • 英国
      • 市場動向
      • 市場予測
    • イタリア
      • 市場動向
      • 市場予測
    • スペイン
      • 市場動向
      • 市場予測
    • ロシア
      • 市場動向
      • 市場予測
    • その他
      • 市場動向
      • 市場予測
  • ラテンアメリカ
    • ブラジル
      • 市場動向
      • 市場予測
    • メキシコ
      • 市場動向
      • 市場予測
    • その他
      • 市場動向
      • 市場予測
  • 中東・アフリカ地域
    • 市場動向
    • 国別市場内訳
    • 市場展望

第11章 SWOT分析

  • 概要
  • 強み
  • 弱み
  • 機会
  • 脅威

第12章 バリューチェーン分析

第13章 ポーターのファイブフォース分析

  • 概要
  • 買い手の交渉力
  • 供給企業の交渉力
  • 競合の度合い
  • 新規参入業者の脅威
  • 代替品の脅威

第14章 価格分析

第15章 競合情勢

  • 市場構造
  • 主要企業
  • 主要企業のプロファイル
    • 3CLogic
    • 8x8 Inc.
    • Avaya Inc.
    • Cisco Systems Inc.
    • Content Guru Limited
    • Five9 Inc.
    • Genesys
    • NICE Ltd.
    • RingCentral Inc.
    • Talkdesk
    • Twilio Inc.
    • Vocalcom
    • Vonage
図表

List of Figures

  • Figure 1: Global: Cloud-based Contact Center Market: Major Drivers and Challenges
  • Figure 2: Global: Cloud-based Contact Center Market: Sales Value (in Billion US$), 2017-2022
  • Figure 3: Global: Cloud-based Contact Center Market Forecast: Sales Value (in Billion US$), 2023-2028
  • Figure 4: Global: Cloud-based Contact Center Market: Breakup by Component (in %), 2022
  • Figure 5: Global: Cloud-based Contact Center Market: Breakup by Deployment Mode (in %), 2022
  • Figure 6: Global: Cloud-based Contact Center Market: Breakup by Organization Size (in %), 2022
  • Figure 7: Global: Cloud-based Contact Center Market: Breakup by End Use Industry (in %), 2022
  • Figure 8: Global: Cloud-based Contact Center Market: Breakup by Region (in %), 2022
  • Figure 9: Global: Cloud-based Contact Center (Solution) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 10: Global: Cloud-based Contact Center (Solution) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 11: Global: Cloud-based Contact Center (Service) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 12: Global: Cloud-based Contact Center (Service) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 13: Global: Cloud-based Contact Center (Public Cloud) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 14: Global: Cloud-based Contact Center (Public Cloud) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 15: Global: Cloud-based Contact Center (Private Cloud) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 16: Global: Cloud-based Contact Center (Private Cloud) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 17: Global: Cloud-based Contact Center (Hybrid Cloud) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 18: Global: Cloud-based Contact Center (Hybrid Cloud) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 19: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 20: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 21: Global: Cloud-based Contact Center (Large Enterprises) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 22: Global: Cloud-based Contact Center (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 23: Global: Cloud-based Contact Center (BFSI) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 24: Global: Cloud-based Contact Center (BFSI) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 25: Global: Cloud-based Contact Center (IT and Telecom) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 26: Global: Cloud-based Contact Center (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 27: Global: Cloud-based Contact Center (Media and Entertainment) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 28: Global: Cloud-based Contact Center (Media and Entertainment) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 29: Global: Cloud-based Contact Center (Retail) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 30: Global: Cloud-based Contact Center (Retail) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 31: Global: Cloud-based Contact Center (Logistics and Transport) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 32: Global: Cloud-based Contact Center (Logistics and Transport) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 33: Global: Cloud-based Contact Center (Healthcare) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 34: Global: Cloud-based Contact Center (Healthcare) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 35: Global: Cloud-based Contact Center (Other End Use Industries) Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 36: Global: Cloud-based Contact Center (Other End Use Industries) Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 37: North America: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 38: North America: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 39: United States: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 40: United States: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 41: Canada: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 42: Canada: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 43: Asia-Pacific: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 44: Asia-Pacific: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 45: China: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 46: China: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 47: Japan: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 48: Japan: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 49: India: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 50: India: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 51: South Korea: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 52: South Korea: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 53: Australia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 54: Australia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 55: Indonesia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 56: Indonesia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 57: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 58: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 59: Europe: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 60: Europe: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 61: Germany: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 62: Germany: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 63: France: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 64: France: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 65: United Kingdom: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 66: United Kingdom: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 67: Italy: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 68: Italy: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 69: Spain: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 70: Spain: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 71: Russia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 72: Russia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 73: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 74: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 75: Latin America: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 76: Latin America: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 77: Brazil: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 78: Brazil: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 79: Mexico: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 80: Mexico: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 81: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 82: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 83: Middle East and Africa: Cloud-based Contact Center Market: Sales Value (in Million US$), 2017 & 2022
  • Figure 84: Middle East and Africa: Cloud-based Contact Center Market: Breakup by Country (in %), 2022
  • Figure 85: Middle East and Africa: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2023-2028
  • Figure 86: Global: Cloud-based Contact Center Industry: SWOT Analysis
  • Figure 87: Global: Cloud-based Contact Center Industry: Value Chain Analysis
  • Figure 88: Global: Cloud-based Contact Center Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: Cloud-based Contact Center Market: Key Industry Highlights, 2022 and 2028
  • Table 2: Global: Cloud-based Contact Center Market Forecast: Breakup by Component (in Million US$), 2023-2028
  • Table 3: Global: Cloud-based Contact Center Market Forecast: Breakup by Deployment Mode (in Million US$), 2023-2028
  • Table 4: Global: Cloud-based Contact Center Market Forecast: Breakup by Organization Size (in Million US$), 2023-2028
  • Table 5: Global: Cloud-based Contact Center Market Forecast: Breakup by End Use Industry (in Million US$), 2023-2028
  • Table 6: Global: Cloud-based Contact Center Market Forecast: Breakup by Region (in Million US$), 2023-2028
  • Table 7: Global: Cloud-based Contact Center Market: Competitive Structure
  • Table 8: Global: Cloud-based Contact Center Market: Key Players
目次
Product Code: SR112023A5265

The global cloud-based contact center market size reached US$ 22.2 Billion in 2022. Looking forward, IMARC Group expects the market to reach US$ 77.7 Billion by 2028, exhibiting a growth rate (CAGR) of 22.5% during 2023-2028. The increasing use of m-banking apps, rising adoption of cloud computing, and the integration of advanced technologies represent some of the key factors driving the market.

A cloud-based contact center is a virtual customer service platform that provides a comprehensive set of tools for managing inbound and outbound customer interactions. It is designed to deliver a seamless, personalized, and omnichannel customer experience in multiple communication channels., such as phone, email, chat, and social media. It offers robust analytics and reporting capabilities that enable businesses to gain insights into customer behavior, agent performance, and other key metrics. It also provides easy and quick access to multiple services and tools required to communicate in a web-based world as compared to traditional on-premises contact centers. It is generally used to generate leads, manage sales calls, and support marketing campaigns.

Cloud-based Contact Center Market Trends:

Cloud-based contact center finds application in the banking, financial services and insurance (BFSI) sector to detect and prevent fraud by analyzing customer data, transaction histories, and other information. This, coupled with the increasing use of m-banking apps, represents one of the major factors propelling the market growth around the world. Moreover, the rising adoption of cloud computing in small and medium-scale enterprises (SMEs) on account of its numerous advantages, such as robust scalability, affordability, flexibility, and features, is favoring the growth of the market. In addition, the integration of artificial intelligence (AI), natural language processing (NLP), machine learning (ML), predictive analytics, voice analytics, and the internet of things (IoT) in a cloud-based contact center to provide a seamless and efficient customer experience is bolstering the market growth. These advanced technologies help analyze customer data and deliver insights that are used to forecast customer behavior, identify potential issues, improve customer service, and optimize business processes. These advancements also analyze voice interactions between customers and agents to provide insights into consumer sentiment and agent performance. Apart from this, the cloud-based contact center is employed in the healthcare sector to support telemedicine services, enable patients to receive virtual consultations, and remote monitoring from healthcare providers. It also helps healthcare providers manage patient appointments and reminders, reduce the risk of missed appointments, and improve patient outcomes. This, along with the surging prevalence of chronic conditions among the masses, is strengthening the growth of the market. Furthermore, significant improvements in the information technology (IT) infrastructure is creating a positive outlook for the market.

Key Market Segmentation:

IMARC Group provides an analysis of the key trends in each sub-segment of the global cloud-based contact center market report, along with forecasts at the global, regional and country level from 2023-2028. Our report has categorized the market based on component, deployment mode, organization size and end use industry.

Component Insights:

Solution

Automatic Call Distribution

Agent Performance Optimization

Dialers

Interactive Voice Response

Computer Telephony Integration

Analytics and Reporting

Service

Professional Services

Managed Services

The report has provided a detailed breakup and analysis of the cloud-based contact center market based on the component. This includes solution (automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration, and analytics and reporting) and service (professional and managed services). According to the report, solution (automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration, and analytics and reporting) represented the largest segment.

Deployment Mode Insights:

Public Cloud

Private Cloud

Hybrid Cloud

A detailed breakup and analysis of the cloud-based contact center market based on the deployment mode has also been provided in the report. This includes public cloud, private cloud, and hybrid cloud. According to the report, public cloud accounted for the largest market share.

Organization Size Insights:

Small and Medium-sized Enterprises

Large Enterprises

The report has provided a detailed breakup and analysis of the cloud-based contact center market based on the organization size. This includes small and medium-sized enterprises and large enterprises. According to the report, large enterprises represented the largest segment.

End Use Industry Insights:

BFSI

IT and Telecom

Media and Entertainment

Retail

Logistics and Transport

Healthcare

Others

A detailed breakup and analysis of the cloud-based contact center market based on the end use industry has also been provided in the report. This includes BFSI, IT and telecom, media and entertainment, retail, logistics and transport, healthcare, and others. According to the report, IT and telecom accounted for the largest market share.

Regional Insights:

North America

United States

Canada

Asia-Pacific

China

Japan

India

South Korea

Australia

Indonesia

Others

Europe

Germany

France

United Kingdom

Italy

Spain

Russia

Others

Latin America

Brazil

Mexico

Others

Middle East and Africa

The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America was the largest market for cloud-based contact center. Some of the factors driving the North America cloud-based contact center market included the rising adoption of advanced communication technologies, expansion of IT sector, integration of advanced technologies, etc.

Competitive Landscape:

The report has also provided a comprehensive analysis of the competitive landscape in the global cloud-based contact center market. Competitive analysis such as market structure, market share by key players, player positioning, top winning strategies, competitive dashboard, and company evaluation quadrant has been covered in the report. Also, detailed profiles of all major companies have been provided. Some of the companies covered include 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom, Vonage, etc. Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.

Key Questions Answered in This Report

1. What was the size of the global cloud-based contact center market in 2022?

2. What is the expected growth rate of the global cloud-based contact center market during 2023-2028?

3. What are the key factors driving the global cloud-based contact center market?

4. What has been the impact of COVID-19 on the global cloud-based contact center market?

5. What is the breakup of the global cloud-based contact center market based on the component?

6. What is the breakup of the global cloud-based contact center market based on the deployment mode?

7. What is the breakup of the global cloud-based contact center market based on the organization size?

8. What is the breakup of the global cloud-based contact center market based on the end use industry?

9. What are the key regions in the global cloud-based contact center market?

10. Who are the key players/companies in the global cloud-based contact center market?

Table of Contents

1   Preface

2   Scope and Methodology

  • 2.1  Objectives of the Study
  • 2.2  Stakeholders
  • 2.3  Data Sources
    • 2.3.1  Primary Sources
    • 2.3.2  Secondary Sources
  • 2.4  Market Estimation
    • 2.4.1  Bottom-Up Approach
    • 2.4.2  Top-Down Approach
  • 2.5  Forecasting Methodology

3   Executive Summary

4   Introduction

  • 4.1  Overview
  • 4.2  Key Industry Trends

5   Global Cloud-based Contact Center Market

  • 5.1  Market Overview
  • 5.2  Market Performance
  • 5.3  Impact of COVID-19
  • 5.4  Market Forecast

6   Market Breakup by Component

  • 6.1  Solution
    • 6.1.1 Market Trends
    • 6.1.2 Key Segments
      • 6.1.2.1 Automatic Call Distribution
      • 6.1.2.2 Agent Performance Optimization
      • 6.1.2.3 Dialers
      • 6.1.2.4 Interactive Voice Response
      • 6.1.2.5 Computer Telephony Integration
      • 6.1.2.6 Analytics and Reporting
    • 6.1.3 Market Forecast
  • 6.2  Service
    • 6.2.1 Market Trends
    • 6.2.2 Key Segments
      • 6.2.2.1 Professional Services
      • 6.2.2.2 Managed Services
    • 6.2.3 Market Forecast

7   Market Breakup by Deployment Mode

  • 7.1  Public Cloud
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2  Private Cloud
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast
  • 7.3  Hybrid Cloud
    • 7.3.1 Market Trends
    • 7.3.2 Market Forecast

8   Market Breakup by Organization Size

  • 8.1  Small and Medium-sized Enterprises
    • 8.1.1 Market Trends
    • 8.1.2 Market Forecast
  • 8.2  Large Enterprises
    • 8.2.1 Market Trends
    • 8.2.2 Market Forecast

9   Market Breakup by End Use Industry

  • 9.1  BFSI
    • 9.1.1 Market Trends
    • 9.1.2 Market Forecast
  • 9.2  IT and Telecom
    • 9.2.1 Market Trends
    • 9.2.2 Market Forecast
  • 9.3  Media and Entertainment
    • 9.3.1 Market Trends
    • 9.3.2 Market Forecast
  • 9.4  Retail
    • 9.4.1 Market Trends
    • 9.4.2 Market Forecast
  • 9.5  Logistics and Transport
    • 9.5.1 Market Trends
    • 9.5.2 Market Forecast
  • 9.6  Healthcare
    • 9.6.1 Market Trends
    • 9.6.2 Market Forecast
  • 9.7  Others
    • 9.7.1 Market Trends
    • 9.7.2 Market Forecast

10  Market Breakup by Region

  • 10.1  North America
    • 10.1.1 United States
      • 10.1.1.1 Market Trends
      • 10.1.1.2 Market Forecast
    • 10.1.2 Canada
      • 10.1.2.1 Market Trends
      • 10.1.2.2 Market Forecast
  • 10.2  Asia-Pacific
    • 10.2.1 China
      • 10.2.1.1 Market Trends
      • 10.2.1.2 Market Forecast
    • 10.2.2 Japan
      • 10.2.2.1 Market Trends
      • 10.2.2.2 Market Forecast
    • 10.2.3 India
      • 10.2.3.1 Market Trends
      • 10.2.3.2 Market Forecast
    • 10.2.4 South Korea
      • 10.2.4.1 Market Trends
      • 10.2.4.2 Market Forecast
    • 10.2.5 Australia
      • 10.2.5.1 Market Trends
      • 10.2.5.2 Market Forecast
    • 10.2.6 Indonesia
      • 10.2.6.1 Market Trends
      • 10.2.6.2 Market Forecast
    • 10.2.7 Others
      • 10.2.7.1 Market Trends
      • 10.2.7.2 Market Forecast
  • 10.3  Europe
    • 10.3.1 Germany
      • 10.3.1.1 Market Trends
      • 10.3.1.2 Market Forecast
    • 10.3.2 France
      • 10.3.2.1 Market Trends
      • 10.3.2.2 Market Forecast
    • 10.3.3 United Kingdom
      • 10.3.3.1 Market Trends
      • 10.3.3.2 Market Forecast
    • 10.3.4 Italy
      • 10.3.4.1 Market Trends
      • 10.3.4.2 Market Forecast
    • 10.3.5 Spain
      • 10.3.5.1 Market Trends
      • 10.3.5.2 Market Forecast
    • 10.3.6 Russia
      • 10.3.6.1 Market Trends
      • 10.3.6.2 Market Forecast
    • 10.3.7 Others
      • 10.3.7.1 Market Trends
      • 10.3.7.2 Market Forecast
  • 10.4  Latin America
    • 10.4.1 Brazil
      • 10.4.1.1 Market Trends
      • 10.4.1.2 Market Forecast
    • 10.4.2 Mexico
      • 10.4.2.1 Market Trends
      • 10.4.2.2 Market Forecast
    • 10.4.3 Others
      • 10.4.3.1 Market Trends
      • 10.4.3.2 Market Forecast
  • 10.5  Middle East and Africa
    • 10.5.1 Market Trends
    • 10.5.2 Market Breakup by Country
    • 10.5.3 Market Forecast

11  SWOT Analysis

  • 11.1  Overview
  • 11.2  Strengths
  • 11.3  Weaknesses
  • 11.4  Opportunities
  • 11.5  Threats

12  Value Chain Analysis

13  Porters Five Forces Analysis

  • 13.1  Overview
  • 13.2  Bargaining Power of Buyers
  • 13.3  Bargaining Power of Suppliers
  • 13.4  Degree of Competition
  • 13.5  Threat of New Entrants
  • 13.6  Threat of Substitutes

14  Price Analysis

15  Competitive Landscape

  • 15.1  Market Structure
  • 15.2  Key Players
  • 15.3  Profiles of Key Players
    • 15.3.1  3CLogic
      • 15.3.1.1 Company Overview
      • 15.3.1.2 Product Portfolio
    • 15.3.2  8x8 Inc.
      • 15.3.2.1 Company Overview
      • 15.3.2.2 Product Portfolio
    • 15.3.3  Avaya Inc.
      • 15.3.3.1 Company Overview
      • 15.3.3.2 Product Portfolio
    • 15.3.4  Cisco Systems Inc.
      • 15.3.4.1 Company Overview
      • 15.3.4.2 Product Portfolio
      • 15.3.4.3 Financials
      • 15.3.4.4 SWOT Analysis
    • 15.3.5  Content Guru Limited
      • 15.3.5.1 Company Overview
      • 15.3.5.2 Product Portfolio
    • 15.3.6  Five9 Inc.
      • 15.3.6.1 Company Overview
      • 15.3.6.2 Product Portfolio
      • 15.3.6.3 Financials
    • 15.3.7  Genesys
      • 15.3.7.1 Company Overview
      • 15.3.7.2 Product Portfolio
    • 15.3.8  NICE Ltd.
      • 15.3.8.1 Company Overview
      • 15.3.8.2 Product Portfolio
    • 15.3.9  RingCentral Inc.
      • 15.3.9.1 Company Overview
      • 15.3.9.2 Product Portfolio
      • 15.3.9.3 Financials
    • 15.3.10  Talkdesk
      • 15.3.10.1 Company Overview
      • 15.3.10.2 Product Portfolio
    • 15.3.11  Twilio Inc.
      • 15.3.11.1 Company Overview
      • 15.3.11.2 Product Portfolio
    • 15.3.12  Vocalcom
      • 15.3.12.1 Company Overview
      • 15.3.12.2 Product Portfolio
    • 15.3.13  Vonage
      • 15.3.13.1 Company Overview
      • 15.3.13.2 Product Portfolio
      • 15.3.13.3 Financials
      • 15.3.13.4 SWOT Analysis