市場調査レポート
商品コード
1097588

クラウドベースのコンタクトセンター市場:コンポーネント(ソリューションとサービス)、展開モード(パブリッククラウドとプライベートクラウド)、組織規模、産業(BFSI、通信、小売・消費財)、地域別-2027年までの世界市場予測

Cloud-Based Contact Center Market by Component (Solutions and Services), Deployment Mode (Public and Private Cloud), Organization Size, Industry (BFSI, Telecommunications, and Retail and Consumer Goods) and Region - Global Forecast to 2027

出版日: | 発行: MarketsandMarkets | ページ情報: 英文 302 Pages | 納期: 即納可能 即納可能とは

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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=150.28円
クラウドベースのコンタクトセンター市場:コンポーネント(ソリューションとサービス)、展開モード(パブリッククラウドとプライベートクラウド)、組織規模、産業(BFSI、通信、小売・消費財)、地域別-2027年までの世界市場予測
出版日: 2022年06月29日
発行: MarketsandMarkets
ページ情報: 英文 302 Pages
納期: 即納可能 即納可能とは
  • 全表示
  • 概要
  • 目次
概要

クラウドベースのコンタクトセンターの世界市場規模は、2022年の171億米ドルから2027年には546億米ドルへと、予測期間中に26.1%の年間平均成長率(CAGR)で拡大すると予測されています。

クラウドベースのコンタクトセンターは、複数の通信チャネル(電話やメッセージングなど)、高度なコールルーティング、エージェント管理、分析などを必要とする大規模組織のコンタクトセンター向けのツール、アプリケーション、クラウドホスティングサービスを包括したスイートです。クラウドベースのコンタクトセンターは、プロバイダーがコールセンター技術を所有し、運用するネットワークベースのサービスです。そのため、サブスクリプションモデルで企業にリモートでサービスを提供します。クラウドベースのコンタクトセンターは、ビジネスの落とし穴にアプローチする革新的な方法を提供しています。

市場セグメンテーションは、予測期間中、最大の市場規模を持つと予想されます。

BFSIの垂直統合には、コアバンキング、リテール、投資、金融サービス(決済ゲートウェイ、株式仲介、投資信託)、保険サービス(生命保険、損害保険契約)などの銀行サービスを手がける組織が含まれます。BFSIの企業は重要な財務データを扱うため、BFSIのリスクレベルは常に高くなります。BFSIは、取引、銀行や金融サービスにおける顧客の行動、Webサイト、複数のチャネルを通じた顧客からの問い合わせ、優先的に扱う顧客セグメントに関する深い知識などの顧客データをマイニングする能力をBFSI組織に提供するため、クラウド型コンタクトセンター市場の成長に大きな機会を提供すると予想されます。

地域別では、APAC地域が予測期間中に最も高いCAGRを維持

アジア太平洋地域の市場は、予測期間中に最も高いCAGRで成長すると予想されます。アジア太平洋地域は、さまざまな業界の組織において、いくつかのプロセスでデジタル化の傾向をますます採用しています。この地域の国々は中小企業が多く、オンプレミス型ソリューションの展開に伴う巨額の投資の必要性から、中小企業が高度な通信技術を採用することが制限されています。そのため、この地域では、俊敏で拡張性が高く、「使った分だけ支払う」クラウド・インフラへの需要が高まっています。さらに、この地域の企業は、競争上の差別化と収益拡大を図るために、顧客サービスの向上に引き続き注力しています。急速な経済発展、世界の化、デジタル化、クラウドベースの技術の採用の増加が、アジア太平洋地域のクラウドベースのコンタクトセンター市場の成長を促進すると予想されます。

プライマリーの内訳

コールセンターAI市場で事業を展開する様々な主要組織の最高経営責任者(CEO)、イノベーション・技術責任者、システムインテグレーター、経営幹部に対して、詳細なインタビューを実施しました。

  • 企業別:ティアI - 35%、ティアII - 25%、ティアIII - 42%
  • 役職別:Cレベルエグゼクティブ - 31%、Dレベルエグゼクティブ - 34%、その他 - 35%
  • 地域別:北米 - 42%、アジア太平洋 - 22%、欧州 - 28%、RoW - 8%

本レポートでは、クラウド型コンタクトセンター市場を提供する主要ベンダーの調査も行っています。主なベンダーは、NICE(イスラエル)、Genesys(米国)、Five9(米国)、Vonage(米国)、Talkdesk(米国)、8x8(米国)、Cisco(米国)、Avaya(米国)、Serenova(米国)、Content Guru(米国)、Alvaria(米国)、RingCentral(米国)、Enghouse Interactive(米国)、3CLogic(米国)、Ameyo(インド)、Twilio(米国)、Vocalcom(フランス)、Evolve IP(米国)、Pypestream(米国)、TechSee(米国)、AirCall(米国)、Nubitel(シンガポール)、JustCall(米国)、Sentiment Machines(英国) Dialer360(英国)、Servetel(インド)、NeoDove(インド)、Rulai(米国)です。

調査対象範囲

クラウドベースのコンタクトセンター市場の調査には、広範な2次情報源、ディレクトリ、Journal of Intelligent Learning Systems and Applications、International Journal of Advanced Science and Technology、International Research Journal of Engineering and Technology(IRJET)などの複数のジャーナルを使用しました。一次情報源は、主に中核および関連業界の業界専門家、好ましいクラウドベースのコンタクトセンターソリューションプロバイダー、サードパーティサービスプロバイダー、コンサルティングサービスプロバイダー、バーティカル、およびその他の営利企業です。重要な定性的・定量的情報を入手・検証し、市場の展望を評価するために、主要な業界関係者や主題専門家を含む様々な主要回答者に詳細なインタビューを実施した

レポート購入の主なメリット

本レポートは、この市場における市場リーダー/新規参入者に、クラウドベースのコンタクトセンター市場全体とそのサブセグメントにおける収益数の最も近い概算に関する情報を提供するものです。利害関係者が競合情勢を理解し、自社のビジネスを位置づけ、適切な市場参入戦略を計画するためのより良い洞察を得るのに役立つと思われます。また、利害関係者が市場の鼓動を理解するのに役立ち、主要な市場促進要因・課題、機会に関する情報を提供します。

目次

第1章 イントロダクション

  • 調査目的
  • 市場の定義
    • 包含と除外
  • 市場範囲
    • 市場セグメンテーション
    • 対象地域
    • 対象年数
  • 通貨
  • ステークホルダー
  • 変化の概要

第2章 調査手法

  • 調査データ
    • 二次データ
    • プライマリーデータ
      • 主要プロファイルの内訳
      • 主要な業界インサイト
  • 市場内訳とデータの三角測量
  • 市場規模・推計
    • トップダウンアプローチ
    • ボトムアップアプローチ
  • 市場予測
  • 企業評価マトリクス手法
  • 中小企業/ベンチャー企業向け競合評価マトリクス手法
  • 調査の前提
  • 調査の限界

第3章 エグゼクティブサマリー

第4章 重要考察

  • クラウドベースのコンタクトセンター市場における魅力的なビジネスチャンス
  • クラウドコンタクトセンター市場:業界別
  • クラウドコンタクトセンター市場:地域別
  • クラウドコンタクトセンター市場:ソリューション・業種別

第5章 市場概要と産業動向

  • イントロダクション
    • 推進要因
      • SMAC技術の採用が増加
      • クラウドベースのコンタクトセンター運営におけるソーシャルメディアの役割
      • コンタクトセンターにおけるSMAC技術のメリット
      • COVID-19別クラウドベースのコンタクトセンター導入の増加
      • エンドカスタマーに到達するためのチャネル数の増加
      • パーソナライズされた合理的な顧客対応へのニーズの高まり
      • クラウドベースのコンタクトセンターの迅速な展開、拡張性、および柔軟性
      • クラウドベースのコンタクトセンター別ビジネス継続性の向上
    • 抑制要因
      • 新興国における不十分なネットワーク帯域幅
      • 事業運営に影響を及ぼすサイバー攻撃
    • 可能性
      • 顧客体験の向上により、クラウドベースのコンタクトセンターの導入が進む
      • リアルタイムでの会話音声の分析が必要
      • 在宅勤務制度への企業の関心の高まり
      • AI、アナリティクス、NLPの導入により、既存のクラウドコンタクトセンターに付加価値を与えることができる
    • 課題
      • プライバシーとデータセキュリティの側面
      • コンタクトセンターをクラウド化する際の組織的、技術的、運用的な難しさ
      • モビリティと既存機能の統合
  • COVID-19主導の市場力学
    • 促進要因と機会
    • 抑制要因と課題
  • クラウド型コンタクトセンター:進化
  • ケーススタディ分析
    • ケーススタディ1:銀行、金融サービス、保険
    • ケーススタディ2:小売業
    • ケーススタディ3:ヘルスケア
    • ケーススタディ4:通信
    • ケーススタディ5:情報技術
    • ケーススタディ6:政府
    • ケーススタディ7:メディアとエンターテイメント
    • ケーススタディ8:エネルギー・ユーティリティ
    • ケーススタディ9:製造業
  • クラウド型コンタクトセンター市場:バリューチェーン分析
  • 市場エコシステム
  • クラウドベースのコンタクトセンター市場:COVID-19のインパクト
  • バイヤーに影響を与える動向と破壊的要因
  • テクノロジー分析
    • アドバンスド・アナリティクス
      • データ分析
      • スピーチ分析
      • センチメント・アナリティクス
    • 人工知能
      • 機械学習
      • 自然言語処理
  • 価格分析
  • 特許分析
  • ポーターのファイブフォース分析
    • 新規参入業者の脅威
    • 代替品の脅威
    • 供給企業の交渉力
    • 買い手の交渉力
    • 競争企業間の敵対関係

第6章 クラウド型コンタクトセンター市場:コンポーネント別

  • イントロダクション
    • コンポーネントクラウドベースのコンタクトセンター市場の促進要因
    • コンポーネント:COVID-19のインパクト
  • ソリューション
    • オムニチャネル・ルーティング
      • デジタルチャネル
      • インタラクティブ・ボイス・レスポンス
      • 自動通話ディストリビューター
      • ダイヤラー
      • バーチャルエージェント
    • ワークフォース・エンゲージメント・マネジメント
      • ワークフォース最適化
      • 通話録音と品質管理
    • レポートと分析
      • 履歴レポートとカスタマイズレポート
      • 音声分析
      • テキスト分析
    • カスタマーエンゲージメントマネジメント
    • その他のソリューション
  • サービス
    • コンサルティング
    • 導入と統合
    • トレーニング、サポート、メンテナンス

第7章 クラウドベースのコンタクトセンター市場:展開モード別

  • イントロダクション
    • 導入モードクラウド型コンタクトセンター市場の促進要因
    • デプロイメントモードCOVID-19の影響
  • パブリッククラウド
  • プライベートクラウド

第8章 クラウドベースのコンタクトセンター市場:組織規模別

  • イントロダクション
    • 組織規模:クラウドベースのコンタクトセンター市場の促進要因
    • 組織規模:COVID-19のインパクト
  • 大企業
  • 中小企業

第9章 クラウド型コンタクトセンター市場:業界別

  • イントロダクション
    • 業界別:クラウド型コンタクトセンター市場の促進要因
    • 業界別:COVID-19の影響
  • 銀行、金融サービス、保険
  • 通信
  • ITおよびITES
  • 政府・公共機関
  • 小売・消費財
  • 製造業
  • エネルギー・公共事業
  • メディア・エンターテイメント
  • ヘルスケア・ライフサイエンス
  • その他の業界別

第10章 クラウドベースのコンタクトセンター市場:地域別

  • イントロダクション
  • 北米地域
    • 北米:クラウドベースのコンタクトセンター市場の促進要因
    • 北米:COVID-19の影響
    • 北米:規制の影響
    • 米国証券取引委員会
    • 国際標準化機構27001
    • カリフォルニア州消費者プライバシー法
    • 1996年医療保険の相互運用性と説明責任に関する法律(Health Insurance Portability and Accountability Act of 1996)
    • 2002年サーベンス・オクスリー法(Sarbanes-Oxley Act of 2002
    • 米国
    • カナダ
  • 欧州
    • 欧州クラウド型コンタクトセンター市場の促進要因
    • 欧州COVID-19の影響
    • 欧州規制の影響
    • 一般データ保護規制
    • 欧州サイバーセキュリティ法
    • 英国
    • ドイツ
    • フランス
    • その他の欧州地域
  • アジア太平洋地域
    • アジア太平洋地域:クラウドベースのコンタクトセンター市場の促進要因
    • アジア太平洋地域:COVID-19の影響
    • アジア太平洋地域:規制への影響規制の影響
    • 個人情報保護法
    • シンガポール規格 ss 564
    • 中国におけるインターネットデータセンター
    • 中国
    • 日本
    • インド
    • オーストラリア・ニュージーランド
    • インドネシア
    • その他アジア太平洋地域
  • 中東・アフリカ(MEA)
    • 中東・アフリカ:クラウドベースのコンタクトセンター市場の促進要因
    • 中東・アフリカ:COVID-19の影響
    • 中東・アフリカ:規制の影響
    • 個人情報保護法
    • クラウドコンピューティング規制の枠組み
    • サウジアラビア
    • UAE
    • 南アフリカ
    • その他の中東・アフリカ地域
  • ラテンアメリカ
    • ラテンアメリカ:クラウドベースのコンタクトセンター市場の促進要因
    • ラテンアメリカ:COVID-19の影響
    • ラテンアメリカ:規制の影響
    • 個人情報保護に関する連邦法
    • ブラジル
    • メキシコ
    • その他のラテンアメリカ地域

第11章 競合情勢

  • キープレイヤー戦略
  • 市場評価フレームワーク
  • 市場シェア分析
  • 主要プレイヤーの歴史的収益分析
  • 企業評価マトリックス
    • 定義と調査手法
    • スターズ
    • エマージングリーダー
    • 普及
    • パーティシパント
  • 中小・ベンチャー企業向け評価マトリクス
    • 定義と調査手法
    • 先進的な企業
    • 応答的な企業
    • ダイナミックな企業
    • スターティングブロック
  • 競合シナリオ
    • 製品発表
    • 販売

第12章 企業プロファイル

  • イントロダクション
  • 主要企業
    • NICE
    • GENESYS
    • FIVE9
    • VONAGE
    • TALKDESK
    • 8X8
    • CISCO
    • AVAYA
    • SERENOVA
    • CONTENT GURU
    • ALVARIA
    • RINGCENTRAL
    • ENGHOUSE INTERACTIVE
    • 3CLOGIC
    • AMEYO
    • TWILIO
    • VOCALCOM
    • EVOLVE IP
  • ベンチャー企業/中小企業のプロファイル
    • PYPESTREAM
    • TECHSEE
    • AIRCALL
    • SENTIMENT MACHINES
    • NUBITEL
    • JUSTCALL
    • DIALER360
    • SERVETEL
    • NEODOVE
    • RULAI

第13章 隣接・関連市場

    • 関連市場
    • 限界
  • コンタクトセンターソフトウェア市場
    • 市場定義
      • コンタクトセンターソフトウェア市場:コンポーネント別
      • コンタクトセンターソフトウェア市場:組織規模別
      • コンタクトセンターソフトウェア市場:展開モード別
      • コンタクトセンターソフトウェア市場:産業別
      • コンタクトセンターソフトウェア市場:地域別
  • コンタクトセンター分析市場
    • 市場定義
      • コンタクトセンターアナリティクス市場:コンポーネント別
      • コンタクトセンターアナリティクス市場:展開モード別
      • コンタクトセンターアナリティクス市場:組織規模別
      • コンタクトセンターアナリティクス市場:アプリケーション別
      • コンタクトセンターアナリティクス市場:業界別
      • コンタクトセンターアナリティクス市場:地域別

第14章 付録

目次
Product Code: TC 2662

The global cloud-based contact center market size is to grow from USD 17.1 billion in 2022 to USD 54.6 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 26.1% during the forecast period.

Cloud-based Contact Center is a comprehensive suite of tools, applications and cloud-hosted services for contact centers in large organizations that require multiple communications channels (including phone calls and messaging), sophisticated call routing, agent management and analytics. Cloud-based contact centers are a network-based service in which a provider owns and operates call center technology. Thereby providing its services remotely to businesses in a subscription model. Cloud-based contact centres are offering an innovative way to approach the pitfalls of your business.

The BFSI segment is expected to have the largest market size during the forecast period

The BFSI vertical collectively includes organizations that are into banking services, such as core banking, retail, investment, financial services (payment gateways, stock broking, and mutual funds), and insurance services (life and general insurance policies). The risk level in the BFSI vertical is always high, as enterprises in this vertical deal with critical financial data. The BFSI vertical is expected to provide substantial opportunities for the growth of the cloud-based contact center market, as it provides BFSI organizations the ability to mine customer data that includes transactions, customer activities across banking and financial services, websites, customer queries through multiple channels, and the deep knowledge of prioritized customer segments.

Among regions, APAC holds the highest CAGR during the forecast period

The market in the Asia Pacific is expected to grow at the highest CAGR during the forecast period. Asia Pacific is increasingly adopting the digitalization trend for several processes in organizations across various industries. Countries in this region are home to a large number of SMEs, and the need for huge investments associated with the deployment of on-premises solutions restricts SMEs from adopting advanced communication technologies. Therefore, there is a high demand for agile, scalable, and "pay-per-usage" cloud infrastructure in the region. Moreover, companies in the region continue to focus on improving their customer services to drive competitive differentiation and revenue growth. Rapid economic development, globalization, digitalization, and the increased adoption of cloud-based technologies are expected to drive the growth of the Cloud-based Contact Center market in the Asia Pacific region.

Breakdown of primaries

In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the Call Center AI Market.

  • By Company: Tier I: 35%, Tier II: 25%, and Tier III: 42%
  • By Designation: C-Level Executives: 31%, D-Level Executives: 34%, and others: 35%
  • By Region: North America: 42%, Asia Pacific: 22 %, Europe: 28%, and RoW: 8%

The report includes the study of key players offering cloud-based contact center market. The major vendors covered are as NICE (Israel), Genesys (US), Five9 (US), Vonage (US), Talkdesk (US), 8x8 (US), Cisco (US), Avaya (US), Serenova (US), Content Guru (US), Alvaria (US), RingCentral (US), Enghouse Interactive (US), 3CLogic (US), Ameyo (India), Twilio (US), Vocalcom (France), Evolve IP (US), Pypestream (US), TechSee (US), AirCall (US), Nubitel (Singapore), JustCall (US), Sentiment Machines (UK) Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).

Research Coverage

The research study for the cloud-based contact center market involved extensive secondary sources, directories, and several journals, including the Journal of Intelligent Learning Systems and Applications, International Journal of Advanced Science and Technology, and International Research Journal of Engineering and Technology (IRJET). Primary sources were mainly industry experts from the core and related industries, preferred cloud-based contact center solution providers, third-party service providers, consulting service providers, verticals, and other commercial enterprises. In-depth interviews were conducted with various primary respondents, including key industry participants and subject matter experts, to obtain and verify critical qualitative and quantitative information, and assess the market's prospects

Key Benefits of Buying the Report

The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall cloud-based contact center market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 OBJECTIVES OF THE STUDY
  • 1.2 MARKET DEFINITION
    • 1.2.1 INCLUSIONS AND EXCLUSIONS
  • 1.3 MARKET SCOPE
    • 1.3.1 MARKET SEGMENTATION
    • 1.3.2 REGIONS COVERED
    • 1.3.3 YEARS CONSIDERED
  • 1.4 CURRENCY CONSIDERED
    • TABLE 1 US DOLLAR EXCHANGE RATE, 2019-2021
  • 1.5 STAKEHOLDERS
  • 1.6 SUMMARY OF CHANGES

2 RESEARCH METHODOLOGY

  • 2.1 RESEARCH DATA
    • FIGURE 1 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN
    • 2.1.1 SECONDARY DATA
    • 2.1.2 PRIMARY DATA
    • TABLE 2 PRIMARY INTERVIEWS
      • 2.1.2.1 Breakup of primary profiles
      • 2.1.2.2 Key industry insights
  • 2.2 MARKET BREAKUP AND DATA TRIANGULATION
    • FIGURE 2 DATA TRIANGULATION
  • 2.3 MARKET SIZE ESTIMATION
    • FIGURE 3 CLOUD-BASED CONTACT CENTER MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
    • 2.3.1 TOP-DOWN APPROACH
    • 2.3.2 BOTTOM-UP APPROACH
    • FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 1) (SUPPLY SIDE): REVENUE OF SOLUTIONS/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
    • FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 2), BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET
    • FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY (APPROACH 3), BOTTOM-UP (DEMAND SIDE): SIZE OF CLOUD-BASED CONTACT CENTER MARKET THROUGH OVERALL CLOUD-BASED CONTACT CENTER SPENDING
  • 2.4 MARKET FORECAST
    • TABLE 3 FACTOR ANALYSIS
  • 2.5 COMPANY EVALUATION MATRIX METHODOLOGY
    • FIGURE 7 COMPANY EVALUATION MATRIX: CRITERIA WEIGHT
  • 2.6 COMPETITIVE EVALUATION MATRIX METHODOLOGY FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS
    • FIGURE 8 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS/SMES: CRITERIA WEIGHT
  • 2.7 ASSUMPTIONS FOR THE STUDY
  • 2.8 STUDY LIMITATIONS

3 EXECUTIVE SUMMARY

    • TABLE 4 GLOBAL CLOUD-BASED CONTACT CENTER MARKET AND GROWTH RATE, 2016-2021 (USD MILLION, Y-O-Y%)
    • TABLE 5 GLOBAL CLOUD-BASED CONTACT CENTER MARKET AND GROWTH RATE, 2022-2027 (USD MILLION, Y-O-Y%)
    • FIGURE 9 SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022
    • FIGURE 10 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SHARE IN 2022
    • FIGURE 11 PUBLIC CLOUD SEGMENT EXPECTED TO ACCOUNT FOR A LARGER MARKET SIZE IN 2022
    • FIGURE 12 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE IN 2022
    • FIGURE 13 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE IN 2022

4 PREMIUM INSIGHTS

  • 4.1 ATTRACTIVE OPPORTUNITIES IN CLOUD-BASED CONTACT CENTER MARKET
    • FIGURE 14 INCREASING DEMAND FOR MULTICHANNEL CUSTOMER CONTACTS BOOSTING MARKET GROWTH
  • 4.2 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL
    • FIGURE 15 BFSI SEGMENT EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE FROM 2022 TO 2027
  • 4.3 CLOUD-BASED CONTACT CENTER MARKET, BY REGION
    • FIGURE 16 NORTH AMERICA EXPECTED TO ACCOUNT FOR LARGEST MARKET SHARE BY 2027
  • 4.4 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION AND VERTICAL
    • FIGURE 17 OMNICHANNEL ROUTING AND BFSI SEGMENTS EXPECTED TO ACCOUNT FOR SIGNIFICANT MARKET SHARES

5 MARKET OVERVIEW AND INDUSTRY TRENDS

  • 5.1 INTRODUCTION
    • FIGURE 18 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
    • 5.1.1 DRIVERS
      • 5.1.1.1 Rising adoption of SMAC technologies
      • 5.1.1.2 Role of social media in cloud-based contact center operations
      • 5.1.1.3 Benefits of SMAC technologies in contact centers
      • 5.1.1.4 Increasing adoption of cloud-based contact centers due to COVID-19
    • FIGURE 19 IMPACT OF COVID-19 ON CALL CENTER VOLUME
      • 5.1.1.5 Rising number of channels to reach end-customers
      • 5.1.1.6 Growing need for personalized and streamlined customer interactions
      • 5.1.1.7 Faster deployment, scalability, and flexibility of cloud-based contact centers
      • 5.1.1.8 Better business continuity with cloud-based contact centers
    • 5.1.2 RESTRAINTS
      • 5.1.2.1 Inadequate network bandwidth in emerging economies
      • 5.1.2.2 Cyber-attacks impacting business operations
    • 5.1.3 OPPORTUNITIES
      • 5.1.3.1 Enhanced customer experience to increase cloud-based contact center adoption
    • FIGURE 20 MOST EXCITING BUSINESS OPPORTUNITY
      • 5.1.3.2 Need to analyze audio conversations in real-time
      • 5.1.3.3 Shifting focus of enterprises on work from home culture
      • 5.1.3.4 Implementation of AI, analytics, and NLP capabilities to add value to existing cloud-based contact centers
    • FIGURE 21 ROLE OF ARTIFICIAL INTELLIGENCE IN CONTACT CENTER TRANSFORMATION
    • 5.1.4 CHALLENGES
      • 5.1.4.1 Privacy and data security aspects
      • 5.1.4.2 Organizational, technical, and operational difficulties while moving contact centers in cloud
      • 5.1.4.3 Integration of mobility with existing capabilities
    • FIGURE 22 INTEGRATION OF MOBILITY IN EXISTING CAPABILITIES OF CONTACT CENTERS
  • 5.2 COVID-19-DRIVEN MARKET DYNAMICS
    • 5.2.1 DRIVERS AND OPPORTUNITIES
    • 5.2.2 RESTRAINTS AND CHALLENGES
  • 5.3 CLOUD-BASED CONTACT CENTER: EVOLUTION
    • FIGURE 23 EVOLUTION OF CLOUD-BASED CONTACT CENTER
  • 5.4 CASE STUDY ANALYSIS
    • 5.4.1 CASE STUDY 1: BANKING, FINANCIAL SERVICES, AND INSURANCE
    • 5.4.2 CASE STUDY 2: RETAIL
    • 5.4.3 CASE STUDY 3: HEALTHCARE
    • 5.4.4 CASE STUDY 4: TELECOMMUNICATIONS
    • 5.4.5 CASE STUDY 5: INFORMATION TECHNOLOGY
    • 5.4.6 CASE STUDY 6: GOVERNMENT
    • 5.4.7 CASE STUDY 7: MEDIA AND ENTERTAINMENT
    • 5.4.8 CASE STUDY 8: ENERGY AND UTILITIES
    • 5.4.9 CASE STUDY 9: MANUFACTURING
  • 5.5 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS
    • FIGURE 24 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS
  • 5.6 MARKET ECOSYSTEM
    • FIGURE 25 CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM
  • 5.7 CLOUD-BASED CONTACT CENTER MARKET: COVID-19 IMPACT
  • 5.8 TRENDS AND DISRUPTIONS IMPACTING BUYERS
    • FIGURE 26 REVENUE SHIFT FOR CLOUD-BASED CONTACT CENTER MARKET
  • 5.9 TECHNOLOGY ANALYSIS
    • 5.9.1 ADVANCED ANALYTICS
      • 5.9.1.1 Data analytics
      • 5.9.1.2 Speech analytics
      • 5.9.1.3 Sentiment analytics
    • 5.9.2 ARTIFICIAL INTELLIGENCE
      • 5.9.2.1 Machine learning
      • 5.9.2.2 Natural language processing
  • 5.10 PRICING ANALYSIS
    • TABLE 6 CLOUD-BASED CONTACT CENTER MARKET: PRICING MODEL ANALYSIS, 2021
  • 5.11 PATENT ANALYSIS
    • FIGURE 27 TOP TEN COMPANIES WITH HIGHEST PATENT APPLICATIONS
    • TABLE 7 TOP TWENTY PATENT OWNERS (US)
    • FIGURE 28 NUMBER OF PATENTS GRANTED IN A YEAR, 2013-2021
  • 5.12 PORTER'S FIVE FORCES ANALYSIS
    • FIGURE 29 CLOUD-BASED CONTACT CENTER MARKET: PORTER'S FIVE FORCES ANALYSIS
    • TABLE 8 CLOUD-BASED CONTACT CENTER MARKET: PORTER'S FIVE FORCES ANALYSIS
    • 5.12.1 THREAT OF NEW ENTRANTS
    • 5.12.2 THREAT OF SUBSTITUTES
    • 5.12.3 BARGAINING POWER OF SUPPLIERS
    • 5.12.4 BARGAINING POWER OF BUYERS
    • 5.12.5 INTENSITY OF COMPETITIVE RIVALRY

6 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT

  • 6.1 INTRODUCTION
    • FIGURE 30 SOLUTIONS SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022
    • 6.1.1 COMPONENT: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 6.1.2 COMPONENT: COVID-19 IMPACT
    • TABLE 9 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 10 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
  • 6.2 SOLUTIONS
    • FIGURE 31 REPORTING AND ANALYTICS SEGMENT EXPECTED TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 11 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 12 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 13 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 14 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
    • 6.2.1 OMNICHANNEL ROUTING
      • 6.2.1.1 Digital channels
      • 6.2.1.2 Interactive voice response
      • 6.2.1.3 Automatic call distributors
      • 6.2.1.4 Dialers
      • 6.2.1.5 Virtual agents
    • TABLE 15 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 16 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
    • 6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT
      • 6.2.2.1 Workforce optimization
      • 6.2.2.2 Call recording and quality management
    • TABLE 17 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 18 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
    • 6.2.3 REPORTING AND ANALYTICS
      • 6.2.3.1 Historical and customized reports
      • 6.2.3.2 Speech analytics
      • 6.2.3.3 Text analytics
    • TABLE 19 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 20 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
    • 6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT
    • TABLE 21 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 22 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
    • 6.2.5 OTHER SOLUTIONS
    • TABLE 23 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 24 OTHER SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027(USD MILLION)
  • 6.3 SERVICES
    • 6.3.1 CONSULTING
    • 6.3.2 IMPLEMENTATION AND INTEGRATION
    • 6.3.3 TRAINING AND SUPPORT AND MAINTENANCE
    • TABLE 25 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 26 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)

7 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE

  • 7.1 INTRODUCTION
    • FIGURE 32 PUBLIC CLOUD SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022
    • 7.1.1 DEPLOYMENT MODE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 7.1.2 DEPLOYMENT MODE: COVID-19 IMPACT
    • TABLE 27 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 28 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
  • 7.2 PUBLIC CLOUD
    • TABLE 29 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 30 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 7.3 PRIVATE CLOUD
    • TABLE 31 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 32 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)

8 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE

  • 8.1 INTRODUCTION
    • FIGURE 33 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE IN 2022
    • 8.1.1 ORGANIZATION SIZE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT
    • TABLE 33 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 34 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
  • 8.2 LARGE ENTERPRISES
    • TABLE 35 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 36 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 8.3 SMALL AND MEDIUM-SIZED ENTERPRISES
    • TABLE 37 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 38 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)

9 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL

  • 9.1 INTRODUCTION
    • FIGURE 34 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL EXPECTED TO ACCOUNT FOR LARGEST MARKET SIZE IN 2022
    • 9.1.1 VERTICAL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 9.1.2 VERTICAL: COVID-19 IMPACT
    • TABLE 39 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 40 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
  • 9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
    • TABLE 41 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 42 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.3 TELECOMMUNICATIONS
    • TABLE 43 TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 44 TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.4 IT AND ITES
    • TABLE 45 IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 46 IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.5 GOVERNMENT AND PUBLIC SECTOR
    • TABLE 47 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 48 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.6 RETAIL AND CONSUMER GOODS
    • TABLE 49 RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 50 RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.7 MANUFACTURING
    • TABLE 51 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 52 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.8 ENERGY AND UTILITIES
    • TABLE 53 ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 54 ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.9 MEDIA AND ENTERTAINMENT
    • TABLE 55 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 56 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.10 HEALTHCARE AND LIFE SCIENCES
    • TABLE 57 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 58 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 9.11 OTHER VERTICALS
    • TABLE 59 OTHER VERTICALS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 60 OTHER VERTICALS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)

10 CLOUD-BASED CONTACT CENTER MARKET, BY REGION

  • 10.1 INTRODUCTION
    • FIGURE 35 ASIA PACIFIC EXPECTED TO ACCOUNT FOR HIGHEST CAGR DURING FORECAST PERIOD
    • TABLE 61 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 62 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2022-2027 (USD MILLION)
  • 10.2 NORTH AMERICA
    • 10.2.1 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.2.2 NORTH AMERICA: COVID-19 IMPACT
    • 10.2.3 NORTH AMERICA: REGULATORY IMPLICATIONS
    • 10.2.4 US SECURITIES AND EXCHANGE COMMISSION
    • 10.2.5 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001
    • 10.2.6 CALIFORNIA CONSUMER PRIVACY ACT
    • 10.2.7 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996
    • 10.2.8 SARBANES-OXLEY ACT OF 2002
    • FIGURE 36 NORTH AMERICA: MARKET SNAPSHOT
    • TABLE 63 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 64 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 65 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 66 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 67 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 68 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 69 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 70 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 71 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 72 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 73 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 74 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 10.2.9 US
    • TABLE 75 US: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 76 US: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 77 US: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 78 US: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 79 US: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 80 US: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.2.10 CANADA
    • TABLE 81 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 82 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 83 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 84 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 85 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 86 CANADA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
  • 10.3 EUROPE
    • 10.3.1 EUROPE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.3.2 EUROPE: COVID-19 IMPACT
    • 10.3.3 EUROPE: REGULATORY IMPLICATIONS
    • 10.3.4 GENERAL DATA PROTECTION REGULATION
    • 10.3.5 EUROPEAN CYBERSECURITY ACT
    • TABLE 87 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 88 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 89 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 90 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 91 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 92 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 93 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 94 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 95 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 96 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 97 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 98 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 10.3.6 UK
    • TABLE 99 UK: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 100 UK: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 101 UK: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 102 UK: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 103 UK: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 104 UK: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.3.7 GERMANY
    • TABLE 105 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 106 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 107 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 108 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 109 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 110 GERMANY: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.3.8 FRANCE
    • TABLE 111 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 112 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 113 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 114 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 115 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 116 FRANCE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.3.9 REST OF EUROPE
    • TABLE 117 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 118 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 119 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 120 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 121 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 122 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
  • 10.4 ASIA PACIFIC
    • 10.4.1 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.4.2 ASIA PACIFIC: COVID-19 IMPACT
    • 10.4.3 ASIA PACIFIC: REGULATORY IMPLICATIONS
    • 10.4.4 PERSONAL DATA PROTECTION ACT
    • 10.4.5 SINGAPORE STANDARD SS 564
    • 10.4.6 INTERNET DATA CENTER IN CHINA
    • FIGURE 37 ASIA PACIFIC: REGIONAL SNAPSHOT
    • TABLE 123 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 124 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 125 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 126 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 127 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 128 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 129 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 130 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 131 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 132 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 133 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 134 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 10.4.7 CHINA
    • TABLE 135 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 136 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 137 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 138 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 139 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 140 CHINA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.4.8 JAPAN
    • TABLE 141 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 142 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 143 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 144 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 145 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 146 JAPAN: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.4.9 INDIA
    • TABLE 147 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 148 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 149 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 150 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 151 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 152 INDIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.4.10 AUSTRALIA AND NEW ZEALAND
    • TABLE 153 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 154 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 155 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 156 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 157 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 158 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.4.11 INDONESIA
    • TABLE 159 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 160 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 161 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 162 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 163 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 164 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.4.12 REST OF ASIA PACIFIC
    • TABLE 165 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 166 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 167 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 168 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 169 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 170 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
  • 10.5 MIDDLE EAST AND AFRICA (MEA)
    • 10.5.1 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.5.2 MIDDLE EAST AND AFRICA: COVID-19 IMPACT
    • 10.5.3 MIDDLE EAST AND AFRICA: REGULATORY IMPLICATIONS
    • 10.5.4 PERSONAL DATA PROTECTION LAW
    • 10.5.5 CLOUD COMPUTING REGULATORY FRAMEWORK
    • TABLE 171 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 172 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 173 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 174 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 175 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 176 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 177 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 178 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 179 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 180 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 181 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 182 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 10.5.6 SAUDI ARABIA
    • TABLE 183 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 184 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 185 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 186 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 187 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 188 SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.5.7 UAE
    • TABLE 189 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 190 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 191 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 192 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 193 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 194 UAE: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.5.8 SOUTH AFRICA
    • TABLE 195 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 196 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 197 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 198 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 199 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 200 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.5.9 REST OF MIDDLE EAST AND AFRICA
    • TABLE 201 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 202 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 203 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 204 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 205 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 206 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
  • 10.6 LATIN AMERICA
    • 10.6.1 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS
    • 10.6.2 LATIN AMERICA: COVID-19 IMPACT
    • 10.6.3 LATIN AMERICA: REGULATORY IMPLICATIONS
    • 10.6.4 FEDERAL LAW ON PROTECTION OF PERSONAL DATA HELD BY INDIVIDUALS
    • TABLE 207 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 208 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 209 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2016-2021 (USD MILLION)
    • TABLE 210 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION, 2022-2027 (USD MILLION)
    • TABLE 211 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 212 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 213 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 214 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • TABLE 215 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 216 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
    • TABLE 217 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2016-2021 (USD MILLION)
    • TABLE 218 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2022-2027 (USD MILLION)
    • 10.6.5 BRAZIL
    • TABLE 219 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 220 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 221 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 222 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 223 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 224 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.6.6 MEXICO
    • TABLE 225 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 226 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 227 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 228 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 229 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 230 MEXICO: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
    • 10.6.7 REST OF LATIN AMERICA
    • TABLE 231 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 232 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 233 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 234 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
    • TABLE 235 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 236 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)

11 COMPETITIVE LANDSCAPE

  • 11.1 KEY PLAYER STRATEGIES
    • TABLE 237 OVERVIEW OF STRATEGIES DEPLOYED BY KEY PLAYERS IN CLOUD-BASED CONTACT CENTER MARKET
  • 11.2 MARKET EVALUATION FRAMEWORK
    • FIGURE 38 MARKET EVALUATION FRAMEWORK, 2019-2022
  • 11.3 MARKET SHARE ANALYSIS
    • FIGURE 39 MARKET SHARE ANALYSIS OF COMPANIES IN CLOUD-BASED CONTACT CENTER MARKET, 2022
  • 11.4 HISTORICAL REVENUE ANALYSIS OF LEADING PLAYERS
    • FIGURE 40 REVENUE ANALYSIS OF TOP FIVE LEADING PLAYERS, 2019-2021
  • 11.5 COMPANY EVALUATION MATRIX
    • 11.5.1 DEFINITIONS AND METHODOLOGY
    • TABLE 238 COMPANY EVALUATION MATRIX: CRITERIA AND WEIGHT
    • 11.5.2 STARS
    • 11.5.3 EMERGING LEADERS
    • 11.5.4 PERVASIVE PLAYERS
    • 11.5.5 PARTICIPANTS
    • FIGURE 41 CLOUD-BASED CONTACT CENTER MARKET (GLOBAL): COMPANY EVALUATION MATRIX, 2022
  • 11.6 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS
    • 11.6.1 DEFINITIONS AND METHODOLOGY
    • TABLE 239 EVALUATION MATRIX FOR SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPS: CRITERIA WEIGHT
    • 11.6.2 PROGRESSIVE COMPANIES
    • 11.6.3 RESPONSIVE COMPANIES
    • 11.6.4 DYNAMIC COMPANIES
    • 11.6.5 STARTING BLOCKS
    • FIGURE 42 CLOUD-BASED CONTACT CENTER MARKET (GLOBAL): SME/START-UP EVALUATION MATRIX, 2022
  • 11.7 COMPETITIVE SCENARIO
    • 11.7.1 PRODUCT LAUNCHES
    • TABLE 240 PRODUCT LAUNCHES, 2019-2022
    • 11.7.2 DEALS
    • TABLE 241 DEALS, 2018-2022

12 COMPANY PROFILES

  • 12.1 INTRODUCTION
  • 12.2 KEY PLAYERS
  • (Business Overview, Products, Solutions & Services, Recent Developments, MnM View)**
    • 12.2.1 NICE
    • TABLE 242 NICE: BUSINESS OVERVIEW
    • FIGURE 43 NICE: COMPANY SNAPSHOT
    • TABLE 243 NICE: SOLUTIONS OFFERED
    • TABLE 244 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 245 NICE: DEALS
    • 12.2.2 GENESYS
    • TABLE 246 GENESYS: BUSINESS OVERVIEW
    • TABLE 247 GENESYS: SOLUTIONS OFFERED
    • TABLE 248 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 249 GENESYS: DEALS
    • 12.2.3 FIVE9
    • TABLE 250 FIVE9: BUSINESS OVERVIEW
    • FIGURE 44 FIVE9: COMPANY SNAPSHOT
    • TABLE 251 FIVE9: SOLUTIONS OFFERED
    • TABLE 252 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 253 FIVE9: DEALS
    • 12.2.4 VONAGE
    • TABLE 254 VONAGE: BUSINESS OVERVIEW
    • FIGURE 45 VONAGE: COMPANY SNAPSHOT
    • TABLE 255 VONAGE: SOLUTIONS OFFERED
    • TABLE 256 VONAGE: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 257 VONAGE: DEALS
    • 12.2.5 TALKDESK
    • TABLE 258 TALKDESK: BUSINESS OVERVIEW
    • TABLE 259 TALKDESK: SOLUTIONS OFFERED
    • TABLE 260 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 261 TALKDESK: DEALS
    • 12.2.6 8X8
    • TABLE 262 8X8: BUSINESS OVERVIEW
    • FIGURE 46 8X8: COMPANY SNAPSHOT
    • TABLE 263 8X8: SOLUTIONS OFFERED
    • TABLE 264 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 265 8X8: DEALS
    • 12.2.7 CISCO
    • TABLE 266 CISCO: BUSINESS OVERVIEW
    • FIGURE 47 CISCO: COMPANY SNAPSHOT
    • TABLE 267 CISCO: SOLUTIONS OFFERED
    • TABLE 268 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 269 CISCO: DEALS
    • 12.2.8 AVAYA
    • TABLE 270 AVAYA: BUSINESS OVERVIEW
    • FIGURE 48 AVAYA: COMPANY SNAPSHOT
    • TABLE 271 AVAYA: SOLUTIONS OFFERED
    • TABLE 272 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 273 AVAYA: DEALS
    • 12.2.9 SERENOVA
    • TABLE 274 SERENOVA: BUSINESS OVERVIEW
    • TABLE 275 SERENOVA: SOLUTIONS OFFERED
    • TABLE 276 SERENOVA: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 277 SERENOVA: DEALS
    • 12.2.10 CONTENT GURU
    • TABLE 278 CONTENT GURU: BUSINESS OVERVIEW
    • TABLE 279 CONTENT GURU: SOLUTIONS OFFERED
    • TABLE 280 CONTENT GURU: PRODUCT LAUNCHES AND ENHANCEMENTS
    • TABLE 281 CONTENT GURU: DEALS
    • 12.2.11 ALVARIA
    • 12.2.12 RINGCENTRAL
    • 12.2.13 ENGHOUSE INTERACTIVE
    • 12.2.14 3CLOGIC
    • 12.2.15 AMEYO
    • 12.2.16 TWILIO
    • 12.2.17 VOCALCOM
    • 12.2.18 EVOLVE IP
  • *Details on Business Overview, Products, Solutions & Services, Recent Developments, MnM View might not be captured in case of unlisted companies.
  • 12.3 STARTUP/SME PROFILES
    • 12.3.1 PYPESTREAM
    • 12.3.2 TECHSEE
    • 12.3.3 AIRCALL
    • 12.3.4 SENTIMENT MACHINES
    • 12.3.5 NUBITEL
    • 12.3.6 JUSTCALL
    • 12.3.7 DIALER360
    • 12.3.8 SERVETEL
    • 12.3.9 NEODOVE
    • 12.3.10 RULAI

13 ADJACENT AND RELATED MARKETS

  • 13.1 INTRODUCTION
    • 13.1.1 RELATED MARKETS
    • 13.1.2 LIMITATIONS
  • 13.2 CONTACT CENTER SOFTWARE MARKET
    • 13.2.1 MARKET DEFINITION
      • 13.2.1.1 Contact center software market, by component
    • TABLE 282 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2016-2019 (USD MILLION)
    • TABLE 283 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2020-2026 (USD MILLION)
    • TABLE 284 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2020-2026 (USD MILLION)
    • TABLE 285 SERVICES: CONTACT CENTER SOFTWARE MARKET, BY REGION, 2020-2026 (USD MILLION)
      • 13.2.1.2 Contact center software market, by organization size
    • TABLE 286 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2016-2019 (USD MILLION)
    • TABLE 287 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2020-2026 (USD MILLION)
      • 13.2.1.3 Contact center software market, by deployment mode
    • TABLE 288 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2016-2019 (USD MILLION)
    • TABLE 289 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2020-2026 (USD MILLION)
      • 13.2.1.4 Contact center software market, by industry
    • TABLE 290 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2016-2019 (USD MILLION)
    • TABLE 291 CONTACT CENTER SOFTWARE MARKET, BY INDUSTRY, 2020-2026 (USD MILLION)
      • 13.2.1.5 Contact center software market, by region
    • TABLE 292 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2016-2019 (USD MILLION)
    • TABLE 293 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2020-2026 (USD MILLION)
  • 13.3 CONTACT CENTER ANALYTICS MARKET
    • 13.3.1 MARKET DEFINITION
      • 13.3.1.1 Contact center analytics market, by component
    • TABLE 294 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2016-2021 (USD MILLION)
    • TABLE 295 CONTACT CENTER ANALYTICS MARKET, BY COMPONENT, 2022-2027 (USD MILLION)
    • TABLE 296 CONTACT CENTER ANALYTICS MARKET, BY SOFTWARE, 2022-2027 (USD MILLION)
    • TABLE 297 CONTACT CENTER ANALYTICS MARKET, BY SERVICES, 2022-2027 (USD MILLION)
      • 13.3.1.2 Contact center analytics market, by deployment mode
    • TABLE 298 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2016-2021 (USD MILLION)
    • TABLE 299 CONTACT CENTER ANALYTICS MARKET, BY DEPLOYMENT MODE, 2022-2027 (USD MILLION)
      • 13.3.1.3 Contact center analytics market, by organization size
    • TABLE 300 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2016-2021 (USD MILLION)
    • TABLE 301 CONTACT CENTER ANALYTICS MARKET, BY ORGANIZATION SIZE, 2022-2027 (USD MILLION)
      • 13.3.1.4 Contact center analytics market, by application
    • TABLE 302 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2016-2021 (USD MILLION)
    • TABLE 303 CONTACT CENTER ANALYTICS MARKET, BY APPLICATION, 2022-2027 (USD MILLION)
      • 13.3.1.5 Contact center analytics market, by vertical
    • TABLE 304 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
    • TABLE 305 CONTACT CENTER ANALYTICS MARKET, BY VERTICAL, 2022-2027 (USD MILLION)
      • 13.3.1.6 Contact center analytics market, by region
    • TABLE 306 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2016-2021 (USD MILLION)
    • TABLE 307 CONTACT CENTER ANALYTICS MARKET, BY REGION, 2022-2027 (USD MILLION)

14 APPENDIX

  • 14.1 DISCUSSION GUIDE
  • 14.2 KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 14.3 AVAILABLE CUSTOMIZATIONS
  • 14.4 RELATED REPORTS
  • 14.5 AUTHOR DETAILS