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クラウドベースコンタクトセンター市場レポート：コンポーネント別、展開形態別、組織モード別、最終用途産業別、地域別、2024年～2032年

Cloud-based Contact Center Market Report by Component, Deployment Mode, Organization Size, End Use Industry, and Region 2024-2032

出版日
発行
IMARC
ページ情報
英文 149 Pages
納期
2～3営業日
カスタマイズ可能
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=143.57円
クラウドベースコンタクトセンター市場レポート：コンポーネント別、展開形態別、組織モード別、最終用途産業別、地域別、2024年～2032年
出版日: 2024年07月01日
発行: IMARC
ページ情報: 英文 149 Pages
納期: 2～3営業日
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  • 概要
  • 図表
  • 目次
概要

世界のクラウドベースコンタクトセンター市場規模は2023年に272億米ドルに達しました。今後、IMARC Groupは、2024年から2032年にかけての成長率（CAGR）は20.3％を示し、2032年には1,481億米ドルに達すると予測しています。スケーラブルなユーザーサービスソリューションに対する需要の高まり、クラウド技術の進歩、コスト効率、柔軟性の向上、リモートワークモデルの採用増加、オムニチャネルコミュニケーションプラットフォームの人気の高まりなどが、市場成長を後押しする要因となっています。

クラウドベースコンタクトセンター市場分析：

主な市場促進要因：主な市場牽引要因：リモートワークの選択肢に対する需要の増加、ユーザー満足度の向上、クラウドベースのソリューションが提供する汎用性により、市場は力強い成長を遂げています。

主要市場動向：人工知能（AI）と機械学習（ML）の導入によるユーザーサービスの自動化とカスタマイズの改善。また、オムニチャネル・コミュニケーション・プラットフォームが普及し、音声、電子メール、チャット、ソーシャルメディアなど、チャネルを超えたスムーズなユーザー・インタラクションを提供します。

地理的動向：高度な技術インフラとクラウドサービスの早期導入により、北米が市場を独占しています。

競合情勢：業界の主要市場プレーヤーには、3CLogic、8x8 Inc.、Avaya Inc.、Cisco Systems Inc.、Content Guru Limited、Five9 Inc.、Genesys、NICE Ltd.、RingCentral Inc.、Talkdesk、Twilio Inc.、Vocalcom、Vonageなどがあります。

課題と機会：データ保護、規制遵守、信頼できるインターネットアクセスの必要性に対する懸念が、クラウドベースコンタクトセンター市場の収益に影響を与えています。しかし、高度な分析へのニーズの高まり、顧客関係管理（CRM）システムとの統合機能、中小企業（SME）におけるクラウドベースのソリューションへのシフトの高まりから、ビジネスチャンスは広がっています。

クラウドベースコンタクトセンター市場の動向：

ユーザー・エクスペリエンスの向上とパーソナライゼーション

現代の個人は、さまざまなプラットフォームを通じて、迅速かつ効果的で、カスタマイズされたコミュニケーションを行っています。クラウドベースコンタクトセンターは、人工知能（AI）や機械学習（ML）などの先進技術を活用してユーザー情報を分析し、パーソナライズされたインタラクションを提供します。オムニチャネル機能を組み込むことで、電話、電子メール、チャット、ソーシャルメディアのいずれを通じてエンゲージメントが行われるかにかかわらず、スムーズなユーザー体験を保証します。クラウドベースコンタクトセンターは、信頼性の高い一流の体験を提供することで、ユーザーとのより良いつながりを構築し、競争市場での成功へと導く。クラウドベースコンタクトセンター市場の最近の動向に合わせて、2024年6月、Five9はSalesforce Einsteinを組み込んだService Cloud Voice統合の拡張を明らかにし、クライアントに体験を強化するための高度なAI駆動型オプションを提供します。これらの新機能の目標は、リアルタイムのコールトランススクリプションやEinstein Conversation Insightsとの統合など、ユーザーサービスとコンタクトセンター管理のための改善されたツールをエージェントに提供することです。

コスト効率と拡張性

クラウドベースのソリューションは、サブスクリプションモデルで動作するため、資本支出を削減し、一貫した運用コストを提供します。これらのソリューションは、キャパシティを増減することでビジネス需要に容易に対応できるため、企業は季節的な変化や事業拡大に適応することができます。さらに、クラウドベースコンタクトセンターは、迅速な展開と統合を実現し、ダウンタイムを削減し、現代のビジネス環境に不可欠なTime-to-Valueを短縮します。クラウドベースコンタクトセンターにより、企業は業務効率を高め、変化する需要に対応し、金銭的な障壁を減らし、柔軟性を高めることで、高額なインフラ投資をすることなく、優れたサービスの提供に集中することができます。2024年5月、3CLogicは欧州の空港および旅行小売グループに選ばれ、ServiceNowの顧客サービス管理（CSM）製品と統合し、AI主導の分析とコンタクトセンター・ソリューションを使用して業務ワークフローと顧客対応を改善しました。同グループは、乗客や社内顧客の複雑な要件に対応するため、プロセスの一元化、手作業の最小化、分析的洞察の強化を決定しました。

従業員の生産性と満足度の向上

従業員の効率性と満足度に対する企業の注目度が高まっていることが、クラウドベースコンタクトセンター市場の成長を支えています。これらのプラットフォームは、ワークフローを簡素化し、手作業を減らす洗練されたツールや機能性を提供し、エージェントがより複雑で生産的なタスクに集中できるようにします。自動化されたコール分配、ライブ分析、AI主導のサポートは生産性を高め、エージェントが一流のサービスを提供できるよう支援します。さらに、クラウドベースのシステムは、リモートワークなどの柔軟な勤務体制を可能にし、仕事に対する満足度の向上やワークライフバランスの改善につながる可能性があります。協力的で効率的な職場環境を作ることは、従業員の士気を高め、離職率を下げ、生産性を向上させることにつながります。クラウドベースコンタクトセンターは、エージェントがどこからでも必要な情報やツールにアクセスでき、統一性と柔軟性を確保できます。8x8は2024年1月、AIが作成する会議後のサマリー、オムニチャネル体験、生産性向上など、クラウドコンタクトセンターとユニファイドコミュニケーションプラットフォームのアップデートを明らかにし、顧客と従業員の体験を向上させることを目標としています。

目次

第1章 序文

第2章 調査範囲と調査手法

  • 調査の目的
  • ステークホルダー
  • 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
  • 調査手法

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
  • 主要業界動向

第5章 世界のクラウドベースコンタクトセンター市場

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

第6章 市場内訳：コンポーネント別

  • ソリューション
    • 市場動向
    • 主要セグメント
      • 自動コール分配
      • エージェントパフォーマンスの最適化
      • ダイヤラー
      • インタラクティブ音声応答
      • コンピュータテレフォニー統合
      • 分析とレポート
    • 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 市場内訳：展開モード別

  • 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 市場内訳：組織規模別

  • 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 市場内訳：最終用途産業別

  • BFSI
    • 市場動向
    • 市場予測
  • ITおよび通信
    • 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
  • 小売り
    • 市場動向
    • 市場予測
  • 物流と輸送
    • 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 市場内訳：地域別

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

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
  • 競合の程度
  • 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$), 2018-2023
  • Figure 3: Global: Cloud-based Contact Center Market Forecast: Sales Value (in Billion US$), 2024-2032
  • Figure 4: Global: Cloud-based Contact Center Market: Breakup by Component (in %), 2023
  • Figure 5: Global: Cloud-based Contact Center Market: Breakup by Deployment Mode (in %), 2023
  • Figure 6: Global: Cloud-based Contact Center Market: Breakup by Organization Size (in %), 2023
  • Figure 7: Global: Cloud-based Contact Center Market: Breakup by End Use Industry (in %), 2023
  • Figure 8: Global: Cloud-based Contact Center Market: Breakup by Region (in %), 2023
  • Figure 9: Global: Cloud-based Contact Center (Solution) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 10: Global: Cloud-based Contact Center (Solution) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 11: Global: Cloud-based Contact Center (Service) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 12: Global: Cloud-based Contact Center (Service) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 13: Global: Cloud-based Contact Center (Public Cloud) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 14: Global: Cloud-based Contact Center (Public Cloud) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 15: Global: Cloud-based Contact Center (Private Cloud) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 16: Global: Cloud-based Contact Center (Private Cloud) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 17: Global: Cloud-based Contact Center (Hybrid Cloud) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 18: Global: Cloud-based Contact Center (Hybrid Cloud) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 19: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 20: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 21: Global: Cloud-based Contact Center (Large Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 22: Global: Cloud-based Contact Center (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 23: Global: Cloud-based Contact Center (BFSI) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 24: Global: Cloud-based Contact Center (BFSI) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 25: Global: Cloud-based Contact Center (IT and Telecom) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 26: Global: Cloud-based Contact Center (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 27: Global: Cloud-based Contact Center (Media and Entertainment) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 28: Global: Cloud-based Contact Center (Media and Entertainment) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 29: Global: Cloud-based Contact Center (Retail) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 30: Global: Cloud-based Contact Center (Retail) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 31: Global: Cloud-based Contact Center (Logistics and Transport) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 32: Global: Cloud-based Contact Center (Logistics and Transport) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 33: Global: Cloud-based Contact Center (Healthcare) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 34: Global: Cloud-based Contact Center (Healthcare) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 35: Global: Cloud-based Contact Center (Other End Use Industries) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 36: Global: Cloud-based Contact Center (Other End Use Industries) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 37: North America: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 38: North America: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 39: United States: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 40: United States: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 41: Canada: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 42: Canada: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 43: Asia-Pacific: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 44: Asia-Pacific: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 45: China: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 46: China: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 47: Japan: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 48: Japan: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 49: India: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 50: India: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 51: South Korea: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 52: South Korea: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 53: Australia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 54: Australia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 55: Indonesia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 56: Indonesia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 57: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 58: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 59: Europe: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 60: Europe: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 61: Germany: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 62: Germany: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 63: France: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 64: France: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 65: United Kingdom: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 66: United Kingdom: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 67: Italy: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 68: Italy: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 69: Spain: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 70: Spain: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 71: Russia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 72: Russia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 73: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 74: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 75: Latin America: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 76: Latin America: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 77: Brazil: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 78: Brazil: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 79: Mexico: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 80: Mexico: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 81: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 82: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 83: Middle East and Africa: Cloud-based Contact Center Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 84: Middle East and Africa: Cloud-based Contact Center Market: Breakup by Country (in %), 2023
  • Figure 85: Middle East and Africa: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2024-2032
  • 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, 2023 and 2032
  • Table 2: Global: Cloud-based Contact Center Market Forecast: Breakup by Component (in Million US$), 2024-2032
  • Table 3: Global: Cloud-based Contact Center Market Forecast: Breakup by Deployment Mode (in Million US$), 2024-2032
  • Table 4: Global: Cloud-based Contact Center Market Forecast: Breakup by Organization Size (in Million US$), 2024-2032
  • Table 5: Global: Cloud-based Contact Center Market Forecast: Breakup by End Use Industry (in Million US$), 2024-2032
  • Table 6: Global: Cloud-based Contact Center Market Forecast: Breakup by Region (in Million US$), 2024-2032
  • Table 7: Global: Cloud-based Contact Center Market: Competitive Structure
  • Table 8: Global: Cloud-based Contact Center Market: Key Players
目次
Product Code: SR112024A5265

The global cloud-based contact center market size reached US$ 27.2 Billion in 2023. Looking forward, IMARC Group expects the market to reach US$ 148.1 Billion by 2032, exhibiting a growth rate (CAGR) of 20.3% during 2024-2032. The growing demand for scalable user service solutions, advancements in cloud technology, cost-efficiency, and enhanced flexibility, rising adoption of remote working model, and increasing popularity of omnichannel communication platforms are some of the factors impelling the market growth.

Cloud-based Contact Center Market Analysis:

Major Market Drivers: The market is experiencing robust growth because of increasing demand for remote work options, improved user satisfaction, and the versatility provided by cloud-based solutions.

Key Market Trends: The incorporation of artificial intelligence (AI) and machine learning (ML) to improve user service automation and customization. Additionally, omnichannel communication platforms are becoming more popular, offering smooth user interactions across channels, such as voice, email, chat, and social media.

Geographical Trends: North America dominates the market owing to advanced technological infrastructure and early adoption of cloud services.

Competitive Landscape: Some of the major market players in the industry include 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom and Vonage, among many others.

Challenges and Opportunities: Concerns about data protection, adhering to regulations, and the necessity for dependable internet access are influencing the cloud-based contact center market revenue. However, opportunities from the rising need for advanced analytics, integration features with customer relationship management (CRM) systems and the growing shift towards cloud-based solutions in small and medium-sized enterprises (SMEs).

Cloud-based Contact Center Market Trends:

Enhanced User Experience and Personalization

Modern individuals engage in quick, effective, and customized communication through various platforms. Cloud-based contact centers utilize advanced technologies like artificial intelligence (AI) and machine learning (ML) to analyze user information and provide personalized interactions. Incorporating omnichannel functionalities guarantees a smooth user experience, regardless of whether the engagement takes place through phone, email, chat, or social media. Cloud-based contact centers assist organizations in creating better connections with users by offering reliable and top-notch experiences, leading to increased success in a competitive market. In line with the cloud-based contact center market recent developments, in June 2024, Five9 revealed an expansion of its Service Cloud Voice integration to incorporate Salesforce Einstein, providing clients with advanced AI-driven options to enhance experiences. The goal of these new features is to give agents improved tools for user service and contact center management, such as real-time call transcriptions and integration with Einstein Conversation Insights.

Cost Efficiency and Scalability

Cloud-based solutions work on a subscription model, lowering capital spending and providing consistent operating expenses. These solutions can easily adjust to business demands by increasing or decreasing capacity, enabling organizations to adapt to seasonal changes or expansion. Additionally, cloud-based contact centers provide quicker deployment and integration, reducing downtime and speeding up time-to-value, which is essential in the modern business environment. Cloud-based contact centers enable businesses to enhance operational efficiency, adapt to changing demands, and focus on delivering exceptional service without expensive infrastructure investments due to reduced financial barriers and greater flexibility. In May 2024, 3CLogic was chosen by a European airport and travel retail group to integrate with ServiceNow's customer service management (CSM) product, improving operational workflows and client interactions using AI-driven analytics and contact center solutions. The organization made this decision to centralize processes, minimize manual tasks, and enhance analytical insights in order to address the intricate requirements of its passengers and internal clients.

Enhanced Employee Productivity and Satisfaction

The rising focus on employee efficiency and satisfaction among organizations is supporting the cloud-based contact center market growth. These platforms provide sophisticated tools and functionalities that simplify workflows and decrease manual duties, enabling agents to concentrate on more intricate and productive tasks. Automated call distribution, live analytics, and AI-driven support enhance productivity and aid agents in providing top-notch service. Moreover, cloud-based systems enable flexible work setups like working remotely, potentially resulting in increased job satisfaction and improved work-life balance. Creating a supportive and efficient work environment can help businesses improve employee morale, reduce turnover rates, and enhance productivity. Cloud-based contact centers enable agents to access necessary information and tools from anywhere, ensuring uniformity and flexibility. In January 2024, 8x8 revealed updates to its cloud contact center and unified communications platform, such as AI-produced post-meeting summaries, omnichannel experiences, and productivity enhancements, with the goal of enhancing client and employee experiences.

Cloud-based Contact Center Market Segmentation:

IMARC Group provides an analysis of the key cloud-based contact center market trends in each segment, along with forecasts at the global, regional, and country levels for 2024-2032. Our report has categorized the market based on component, deployment mode, organization size, and end use industry.

Breakup by Component:

Solution

Automatic Call Distribution

Agent Performance Optimization

Dialers

Interactive Voice Response

Computer Telephony Integration

Analytics and Reporting

Service

Professional Services

Managed Services

Solution accounts for the majority of the market share

The report has provided a detailed breakup and analysis of the 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.

Solution, which includes automatic call distribution, agent performance optimization, dialers, interactive voice response (IVR), computer telephony integration (CTI), and analytics and reporting, accounts for the majority of the market share. This section stands out because of its wide range of services that improve the efficiency and effectiveness of user service. Automatic call distribution guarantees efficient call routing, minimizing hold times and enhancing individual satisfaction. Agent performance optimization tools monitor and improve productivity. Dialers automate outbound calls, increasing efficiency. Automated dialers streamline outbound calls, improving productivity. IVR offers self-help features, addressing typical inquiries without the need for agent involvement. CTI combines phone systems with networks to provide customized service. The analysis and reporting provide information for decision-making based on data, rendering these tools essential for contemporary call centers. In August 2023, 8x8 launched voice conversational AI features in its Intelligent Customer Assistant, broadening self-service choices for contact center clients. This improvement made workflows more efficient and provided quick deployment choices to enhance client satisfaction.

Breakup by Deployment Mode:

Public Cloud

Private Cloud

Hybrid Cloud

Public cloud holds the largest share of the industry

A detailed breakup and analysis of the market based on the deployment mode have 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.

Public cloud is the leading segment in the market as per the cloud-based contact center market forecast. Public cloud deployment provides major benefits such as affordability, flexibility, and convenience. Companies prefer using public cloud solutions because they can quickly increase or decrease capacity according to the demand without requiring significant initial investments in hardware and infrastructure. Moreover, organizations looking to improve their user service operations can benefit from the strong security features and certification offerings of public cloud services, which make them a desirable choice. Leading cloud service providers continuously innovate, ensuring contact centers are flexible, reliable, and responsive to market needs, driving the widespread adoption of public cloud models.

Breakup by Organization Size:

Small and Medium-sized Enterprises

Large Enterprises

Large enterprises represent the leading market segment

The report has provided a detailed breakup and analysis of the 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.

Large enterprises lead the market as per the cloud-based contact center market outlook due to their wide range of users and intricate operational needs. These organizations benefit significantly from the advanced capabilities of cloud-based contact center solutions, which offer scalability, integration with existing systems, and robust data analytics. Large enterprises frequently have various and extensive activities, requiring an adaptable and dependable communication network that can handle large amounts of user engagements on various channels. Cloud-based solutions are highly valuable for their ability to offer personalized individual service, improve agent performance, and streamline operations with features like automatic call distribution and interactive voice response. In June 2024, Endress+Hauser chose Vonage Contact Center for Service Cloud Voice to improve individual connections and increase efficiency. This solution is connected to Salesforce CRM, offering automation, smart call directing, and personalized interactions on all platforms for the international corporation.

Breakup by End Use Industry:

BFSI

IT and Telecom

Media and Entertainment

Retail

Logistics and Transport

Healthcare

Others

IT and telecom lead the market, accounting for the largest cloud-based contact center market share

A detailed breakup and analysis of the market based on the end use industry have 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.

IT and telecom hold the biggest market share owing to the strong need for reliable and scalable user service solutions. This sector heavily depends on cloud-based contact centers to handle extensive and complex individual interactions, guarantee uninterrupted service, and promptly resolve technical issues. Incorporating advanced technology like AI and ML improves service customization and effectiveness, crucial for IT and telecom firms to uphold user satisfaction and loyalty. Moreover, the fast rate of innovation and regular updates in the industry require communication systems that are flexible and adaptive, making cloud-based contact centers a perfect match.

Breakup by Region:

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

North America exhibits a clear dominance in the market

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 represents the largest regional market for cloud-based contact center.

North America leads the market because of its advanced technology and widespread use of cloud services. The strong economy and substantial investment in user service technologies are driving the cloud-based contact center demand. North American businesses give importance to improving individual experience and operational efficiency, leading them to be among the first to embrace cutting-edge technologies, such as AI, ML, and analytics within cloud-based platforms. Furthermore, the presence of major market players and a high concentration of tech-savvy businesses are contributing to the market growth. The area also takes advantage of beneficial regulatory conditions that promote the implementation of cutting-edge cloud services, guaranteeing strong security and compliance measures. In March 2024, Cisco, a multinational American company specializing in digital communications technology, broadened its offerings in Webex cloud customer experience solutions by launching Webex Customer Experience Essentials for employees outside of contact centers and improving AI features in Webex Contact Center, resulting in better user interaction and agent experiences.

Competitive Landscape:

The market research report has also provided a comprehensive analysis of the competitive landscape in the market. Detailed profiles of all major companies have also been provided. Some of the major market players in the industry include 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom and Vonage.

(Please note that this is only a partial list of the key players, and the complete list is provided in the report.)

Cloud-based contact center companies are prioritizing the improvement of their technological capacities by consistently innovating and incorporating advanced elements like AI, ML, and omnichannel assistance. They are also broadening their range of services to provide complete solutions that meet various industry requirements. Strategic collaborations, consolidations, and takeovers are frequently used to enhance market positions and expand geographical coverage. Moreover, these businesses are putting money into strong security measures to manage data privacy worries and regulatory adherence. Key players strive to meet the changing needs of businesses in different industries by offering adaptable, efficient user service solutions. In September 2023, Avaya and RingCentral expanded their collaboration to launch Avaya Cloud Office in 13 worldwide markets, with a particular emphasis on North America, Western Europe, Asia, Australia, and New Zealand. Avaya renamed its cloud contact center as an experience platform, putting focus on AI-driven advancements for enhancing employee efficiency and client satisfaction. Moreover, Avaya worked with local service providers and updated its channel partner strategy to improve client customization via cloud services.

Cloud-based Contact Center Market News:

February 2024: Cisco Systems Inc announced partnerships and AI innovations at Cisco Live Amsterdam, including collaborations with NVIDIA to deploy secure AI infrastructure and the release of Cisco AI Assistant features for Webex Suite and Contact Center, enhancing cloud-based contact center capabilities. These initiatives aimed to empower organizations with AI-driven solutions.

January 2024: 3CLogic announced the expansion of its AI-powered cloud contact center services into Europe by launching a new office. This action was taken in response to the growing need for their ServiceNow and SAP-integrated solutions, showing considerable expansion in the European market.

December 2023: Ty Inc. deployed the 8x8 XCaaS cloud contact center and unified communications platform to enhance user engagement, improve employee collaboration, and reduce costs. This implementation provided a $75,000 yearly savings and streamlined communication processes, improving client and employee experiences.

Key Questions Answered in This Report

  • 1. What was the size of the global cloud-based contact center market in 2023?
  • 2. What is the expected growth rate of the global cloud-based contact center market during 2024-2032?
  • 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