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市場調査レポート

クラウド型コンタクトセンターの世界市場:ソリューション別 (ACD、APO、自動ダイヤル装置、IVR、CTI、レポート・解析、セキュリティ)・サービス別 (専門/マネージドサービス)・用途別・展開方式別・企業規模別・産業別・地域別の将来予測 (2022年まで)

Cloud-Based Contact Center Market by Solution (ACD, APO, Dialers, IVR, CTI, Reporting and Analytics, and Security), Service (Professional and Managed), Application, Deployment Model, Organization Size, Vertical, and Region - Global Forecast to 2022

発行 MarketsandMarkets 商品コード 312121
出版日 ページ情報 英文 146 Pages
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クラウド型コンタクトセンターの世界市場:ソリューション別 (ACD、APO、自動ダイヤル装置、IVR、CTI、レポート・解析、セキュリティ)・サービス別 (専門/マネージドサービス)・用途別・展開方式別・企業規模別・産業別・地域別の将来予測 (2022年まで) Cloud-Based Contact Center Market by Solution (ACD, APO, Dialers, IVR, CTI, Reporting and Analytics, and Security), Service (Professional and Managed), Application, Deployment Model, Organization Size, Vertical, and Region - Global Forecast to 2022
出版日: 2018年03月22日 ページ情報: 英文 146 Pages
概要

世界のクラウドベース・コンタクトセンター市場は、2017年には68億米ドル、2022年には209億3000万米ドルと、25.2%ものCAGR (複合年間成長率) で成長する見通しです。市場成長の一因として、クラウド型コンタクトセンターの方がオンプレミス型よりも事業継続性の点で優れていることが挙げられます。他方、情報損失に対する懸念などが、市場成長の妨げとなっています。

当レポートでは、世界のクラウド型コンタクトセンター市場について調査分析し、市場概要、産業動向、セグメント別の市場分析、競合情勢、主要企業などについて、体系的な情報を提供しています。

第1章 イントロダクション

第2章 分析手法

第3章 エグゼクティブ・サマリー

第4章 重要考察

第5章 市場概要と産業動向

  • イントロダクション
  • 市場力学
    • 促進要因
      • 利用回数ベース・サブスクリプションモデルによる、エンドユーザーへの課金
      • 展開の迅速化、拡張性の向上、柔軟性の改善
      • 事業継続性の改善
      • クラウド向けコンプライアンスの要件
      • 統合性・有用性の改善
      • 中小企業におけるクラウド型コンタクトセンター・サービスの需要増加
    • 抑制要因
      • 情報損失のリスク
      • 一部の地域における、クラウド型コンタクトセンターの知名度不足
      • 現在のコンタクトセンター市場では、大部分をオンプレミス方式が占めている
    • 機会
      • 顧客体験の改善
      • クラウド型コンタクトセンターの利点を有効活用している企業数の増加
      • 主要ベンダーの関心増大
    • 課題
      • 統合レベルの維持
      • クラウド型コンタクトセンターを導入するには貧弱なITインフラ
  • 技術の傾向と標準規格
    • イントロダクション
    • クラウド型コンタクトセンター市場の規格・ガイドライン
  • 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

第6章 クラウド型コンタクトセンター市場:ソリューション別

  • イントロダクション
  • ACD (自動着信呼分配装置)
  • APO (エージェント業績最適化)
  • 自動ダイヤル装置
  • IVR (自動音声応答)
  • CTI (コンピューター・テレフォニー・インテグレーション)
  • レポート・解析
  • セキュリティ
  • その他

第7章 クラウド型コンタクトセンター市場:サービス別

  • イントロダクション
  • 専門サービス
  • マネージドサービス

第8章 クラウド型コンタクトセンター市場:用途別

  • イントロダクション
  • コールルーティング・キューイング
  • データ統合・記録
  • チャット品質・モニタリング
  • リアルタイム意思決定
  • ワークフォース最適化

第9章 クラウド型コンタクトセンター市場:展開モデル別

  • イントロダクション
  • パブリッククラウド
  • プライベートクラウド
  • ハイブリッドクラウド

第10章 クラウド型コンタクトセンター市場:企業規模別

  • イントロダクション
  • 大企業向け
  • 中小企業向け

第11章 クラウド型コンタクトセンター市場:産業別

  • イントロダクション
  • 銀行・金融サービス・保険 (BFSI)
  • 消費財・小売業
  • 政府・公共部門
  • 医療・ライフサイエンス
  • 製造業
  • メディア・エンタテインメント
  • 通信・IT
  • その他

第12章 クラウド型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
  • 欧州
  • アジア太平洋地域
  • 中東・アフリカ
  • ラテンアメリカ

第13章 競合情勢

  • 概要
    • 市場ランキング
    • 新製品/技術の投入
    • 事業提携・協力、合意
    • 企業合併・買収 (M&A)

第14章 企業プロファイル (事業概要、主要製品・サービス、近年の動向、SWOT分析、MnMの見解)

  • イントロダクション
  • 8X8, INC.
  • FIVE9
  • CISCO SYSTEMS
  • GENESYS
  • ORACLE
  • NEWVOICEMEDIA
  • CONNECT FIRST
  • ASPECT SOFTWARE
  • NICE LTD.
  • 3CLOGIC
  • 主な技術開発企業
    • BT GROUP
    • WEST CORPORATION
    • LIVEOPS
    • MITEL NETWORKS CORPORATION
    • OZONETEL SYSTEMS PVT. LTD
    • EVOLVE IP, LLC.

第15章 付録

目次
Product Code: TC 2662

The growth in the need for improving consumer experience has fueled the adoption of cloud-based contact center solutions across the globe

The global cloud-based contact center market is expected to grow from USD 6.80 billion in 2017 to USD 20.93 billion by 2022, at a Compound Annual Growth Rate (CAGR) of 25.2% during the forecast period. Business continuity is one of the major driving factors for cloud-based contact centers. In on-premises contact centers, hardware failures emerge abruptly, which is expected to disastrously impact on the companies' customer data resulting in downtime, busy signals, and excessive delay. Cloud-based contact centers are independent of the location they are situated that enables agents, supervisors, and administrators to access them from anywhere through a phone or by an internet connection. This makes cloud-based contact centers a disaster recovery/business continuity solution. This is one of the major growth drivers for the cloud-based contact center market, as these solutions provide an effective control that aid in meeting compliances and uptime. However, concerns related to information loss is expected to prevent the end-users from adopting these solutions.

The call routing and queuing segment is expected to have the largest market size during the forecast period

Call routing designates certain calls to different agents and locations depending on a variety of factors. Focusing on call routing enables organizations to manage thousands of calls continuously without compromising with the customer satisfaction. Moreover, organizations could easily manage spikes in call volume by intelligently distributing calls among multiple contact centers, including remote centers and home-based agents, with the unique cloud routing technology. However, demand for call routing and queuing solution is expected to increase in various verticals.

The large enterprise segment is expected to have the larger market share during the forecast period

The cloud-based contact center market has been segmented based on organization size into Small and Medium-sized Enterprises (SMEs) and large enterprises. The major benefit large enterprises receive with the implementation of cloud transformation is that the cloud services are maintained and supported by the vendors themselves. Moreover, firms could thereby engage their employees in more strategic business tasks. The demand for flexible, scalable, and convenient solutions for large enterprises pushes service providers to come up with the new technologies and offer innovative solutions. Hence, the cloud-based contact center market for large enterprises is expected to grow at a significant rate.

North America is estimated to have the largest market share in 2017, whereas Asia Pacific is projected to grow at the highest rate during the forecast period

North America is estimated to capture the largest market share in 2017, and the trend is expected to continue during the forecast period. Growth in adoption of cloud-based services in SMEs and large enterprises is expected to drive the revenue growth in this region. On the other hand, the cloud-based contact center market in Asia Pacific (APAC) is expected to witness an exponential growth and is projected to be one of the fastest-growing regions in the global cloud-based contact center market. This is attributed to the large-scale adoption of cost-effective cloud-based solutions in these regions.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with the key people. The break-up of the profiles of the primary participants is given below:

  • By Company Type: Tier I: 50%, Tier II: 33%, and Tier III: 17%
  • By Designation: C Level: 50%, D Level: 17%, and Others: 33%
  • By Region: North America: 33%, APAC: 17%, Europe: 33%, and RoW: 17%

The key vendors profiled in the report are as follows:

1. 8x8 Inc. (US)

2. Five9 (US)

3. Cisco Systems (US)

4. Genesys (US)

5. Oracle (US)

6. NewVoiceMedia (UK)

7. Connect First (US)

8. Aspect Software (US)

9. NICE Ltd. (Israel)

10. 3CLogic (US)

Research Coverage

The market is segmented on the basis of solution that includes Automatic Call Distribution (ACD), Agent Performance Optimization (APO), dialers, Interactive Voice Response (IVR), Computer Telephony Integration (CTI), reporting and analytics, security, others (issue tracking, omnichannel, and mobile care solution). The service segment includes professional service and managed service. The deployment model segment includes public cloud, private cloud, and hybrid cloud. The organization size includes SMEs and large enterprises. The applications include call routing and queuing, data integration and recording, chat quality and monitoring, real-time decision-making, and workforce optimization. The market has been segmented on the basis of vertical into Banking, Financial Services, and Insurance (BFSI), consumer goods and retail, government and public sector, healthcare and life sciences, manufacturing, media and entertainment, telecommunication and Information Technology Enabled Services (ITES), and others (transportation and logistics, and education). Furthermore, the market has been segmented on the basis of regions into North America, Europe, APAC, Middle East and Africa (MEA), and Latin America.

The report is expected to help the market leaders/new entrants in the following ways:

1. The report segments the cloud-based contact center market comprehensively and provides the closest approximations of the revenue numbers for the overall market and subsegments across different industries and regions.

2. The report is expected to help stakeholders understand the pulse of the market and provide them with the information on the key market drivers, restraints, challenges, and opportunities.

3. The report is expected to help stakeholders better understand their competitors and gain more insights to enhance their position in the market. The competitive landscape section includes new product launches, partnerships, agreements and collaborations, mergers and acquisitions, and expansions related to the cloud-based contact center market.

TABLE OF CONTENTS

1 INTRODUCTION 15

  • 1.1 OBJECTIVES OF THE STUDY 15
  • 1.2 MARKET DEFINITION 15
  • 1.3 MARKET SCOPE 16
  • 1.4 YEARS CONSIDERED FOR THE STUDY 17
  • 1.5 CURRENCY CONSIDERED 17
  • 1.6 STAKEHOLDERS 17

2 RESEARCH METHODOLOGY 18

  • 2.1 RESEARCH DATA 18
    • 2.1.1 SECONDARY DATA 19
    • 2.1.2 PRIMARY DATA 20
      • 2.1.2.1 Breakdown of primaries 20
      • 2.1.2.2 Key industry insights 21
  • 2.2 MARKET SIZE ESTIMATION 22
  • 2.3 RESEARCH ASSUMPTIONS 24
  • 2.4 LIMITATIONS 24

3 EXECUTIVE SUMMARY 25

4 PREMIUM INSIGHTS 29

  • 4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CLOUD-BASED CONTACT CENTER MARKET 29
  • 4.2 CLOUD-BASED CONTACT CENTER MARKET, TOP 3 VERTICALS AND REGIONS 30
  • 4.3 MARKET INVESTMENT SCENARIO 31

5 MARKET OVERVIEW AND INDUSTRY TRENDS 32

  • 5.1 INTRODUCTION 32
  • 5.2 MARKET DYNAMICS 32
    • 5.2.1 DRIVERS 33
      • 5.2.1.1 Pay-per-use subscription model for charging end-users 33
      • 5.2.1.2 Faster deployment, better scalability, and improved flexibility 33
      • 5.2.1.3 Improved business continuity 33
      • 5.2.1.4 Cloud compliance requirements 33
      • 5.2.1.5 Improved integration and usability 33
      • 5.2.1.6 Increasing demand in SMEs for cloud-based contact center services 34

    • 5.2.2 RESTRAINTS 34
      • 5.2.2.1 Risk of information loss 34
      • 5.2.2.2 Lack of awareness about cloud-based contact centers in some regions 34
      • 5.2.2.3 On-premises contact center technology covers a large portion of the current contact center market 34
    • 5.2.3 OPPORTUNITIES 35
      • 5.2.3.1 Improved customer experience 35
      • 5.2.3.2 Increasing numbers of enterprises are harnessing the benefits of cloud-based contact centers 35
      • 5.2.3.3 Rising interest of the major market vendors 35
    • 5.2.4 CHALLENGES 35
      • 5.2.4.1 Maintaining integration levels 35
      • 5.2.4.2 Poor IT infrastructure for cloud-based contact center adoption 35
  • 5.3 TECHNOLOGY TRENDS AND STANDARDS 36
    • 5.3.1 INTRODUCTION 36
    • 5.3.2 STANDARDS AND GUIDELINES FOR THE CLOUD-BASED CONTACT CENTER MARKET 36
      • 5.3.2.1 Service Organization Control (SOC) 2 36
      • 5.3.2.2 Sarbanes-Oxley Act (SOX) 36
      • 5.3.2.3 Gramm-Leach-Bliley Act (GLBA) 36
      • 5.3.2.4 Health Insurance Portability and Accountability Act (HIPAA) 37
      • 5.3.2.5 National Institute of Standards and Technology (NIST) Cybersecurity Framework (CSF) 37
      • 5.3.2.6 Cloud Security Alliance (CSA) Cloud Controls Matrix (CCM) 37
      • 5.3.2.7 Payment Card Industry Data Security Standard (PCI DSS) 37
      • 5.3.2.8 Federal Information Security Management Act (FISMA) 37
  • 5.4 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS 38
  • 5.5 MARKET ECOSYSTEM 39

6 CLOUD-BASED CONTACT CENTER MARKET, BY SOLUTION 40

  • 6.1 INTRODUCTION 41
  • 6.2 AUTOMATIC CALL DISTRIBUTION 42
  • 6.3 AGENT PERFORMANCE OPTIMIZATION 43
  • 6.4 DIALERS 43
  • 6.5 INTERACTIVE VOICE RESPONSE 44
  • 6.6 COMPUTER TELEPHONY INTEGRATION 45
  • 6.7 REPORTING AND ANALYTICS 45
  • 6.8 SECURITY 46
  • 6.9 OTHERS 47

7 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE 48

  • 7.1 INTRODUCTION 49
  • 7.2 PROFESSIONAL SERVICES 50
  • 7.3 MANAGED SERVICES 51

8 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION 52

  • 8.1 INTRODUCTION 53
  • 8.2 CALL ROUTING AND QUEUING 54
  • 8.3 DATA INTEGRATION AND RECORDING 55
  • 8.4 CHAT QUALITY AND MONITORING 56
  • 8.5 REAL-TIME DECISION MAKING 57
  • 8.6 WORKFORCE OPTIMIZATION 58

9 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL 59

  • 9.1 INTRODUCTION 60
  • 9.2 PUBLIC CLOUD 61
  • 9.3 PRIVATE CLOUD 62
  • 9.4 HYBRID CLOUD 63

10 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE 64

  • 10.1 INTRODUCTION 65
  • 10.2 LARGE ENTERPRISES 66
  • 10.3 SMALL AND MEDIUM-SIZED ENTERPRISES 67

11 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL 68

  • 11.1 INTRODUCTION 69
  • 11.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 70
  • 11.3 CONSUMER GOODS AND RETAIL 71
  • 11.4 GOVERNMENT AND PUBLIC SECTOR 72
  • 11.5 HEALTHCARE AND LIFE SCIENCES 72
  • 11.6 MANUFACTURING 73
  • 11.7 MEDIA AND ENTERTAINMENT 74
  • 11.8 TELECOMMUNICATION AND ITES 74
  • 11.9 OTHERS 75

12 CLOUD-BASED CONTACT CENTER MARKET, BY REGION 76

  • 12.1 INTRODUCTION 77
  • 12.2 NORTH AMERICA 78
  • 12.3 EUROPE 82
  • 12.4 ASIA PACIFIC 85
  • 12.5 MIDDLE EAST AND AFRICA 89
  • 12.6 LATIN AMERICA 92

13 COMPETITIVE LANDSCAPE 96

  • 13.1 OVERVIEW 96
    • 13.1.1 MARKET RANKING 97
    • 13.1.2 NEW PRODUCT/TECHNOLOGY LAUNCHES 97
    • 13.1.3 PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS 99
    • 13.1.4 MERGERS AND ACQUISITIONS 101

14 COMPANY PROFILES 102

  • 14.1 INTRODUCTION 102

(Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View)*

  • 14.2 8X8, INC. 103
  • 14.3 FIVE9 106
  • 14.4 CISCO SYSTEMS 110
  • 14.5 GENESYS 113
  • 14.6 ORACLE 116
  • 14.7 NEWVOICEMEDIA 119
  • 14.8 CONNECT FIRST 121
  • 14.9 ASPECT SOFTWARE 122
  • 14.10 NICE LTD. 125
  • 14.11 3CLOGIC 128

Details on Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

  • 14.12 KEY INNOVATORS 130
    • 14.12.1 BT GROUP 130
    • 14.12.2 WEST CORPORATION 130
    • 14.12.3 LIVEOPS 131
    • 14.12.4 MITEL NETWORKS CORPORATION 131
    • 14.12.5 OZONETEL SYSTEMS PVT. LTD 132
    • 14.12.6 EVOLVE IP, LLC. 132

15 APPENDIX 133

  • 15.1 INSIGHTS OF INDUSTRY EXPERTS 133
  • 15.2 DISCUSSION GUIDE 134
  • 15.3 KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL 139
  • 15.4 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE 141
  • 15.5 AVAILABLE CUSTOMIZATIONS 143
  • 15.6 RELATED REPORTS 143
  • 15.7 AUTHOR DETAILS 144

LIST OF TABLES

  • TABLE 1 GLOBAL CLOUD-BASED CONTACT CENTER MARKET: ASSUMPTIONS 24
  • TABLE 2 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015-2022 (USD MILLION) 41
  • TABLE 3 AUTOMATIC CLOUD DISTRIBUTION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 42
  • TABLE 4 AGENT PERFORMANCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 43
  • TABLE 5 DIALERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 44
  • TABLE 6 INTERACTIVE VOICE RESPONSE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 44
  • TABLE 7 COMPUTER TELEPHONY INTEGRATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 45
  • TABLE 8 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 46
  • TABLE 9 SECURITY: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 46
  • TABLE 10 OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 47
  • TABLE 11 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION) 49
  • TABLE 12 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 50
  • TABLE 13 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 51
  • TABLE 14 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION) 53
  • TABLE 15 CALL ROUTING AND QUEUING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 54
  • TABLE 16 DATA INTEGRATION AND RECORDING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 55
  • TABLE 17 CHAT QUALITY AND MONITORING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 56
  • TABLE 18 REAL-TIME DECISION MAKING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 57
  • TABLE 19 WORKFORCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 58
  • TABLE 20 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION) 60
  • TABLE 21 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 61
  • TABLE 22 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 62
  • TABLE 23 HYBRID CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 63
  • TABLE 24 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION) 65
  • TABLE 25 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 66
  • TABLE 26 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 67
  • TABLE 27 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION) 69
  • TABLE 28 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 71
  • TABLE 29 CONSUMER GOODS AND RETAIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 71
  • TABLE 30 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 72
  • TABLE 31 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 73
  • TABLE 32 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 73
  • TABLE 33 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 74
  • TABLE 34 TELECOMMUNICATION AND ITES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 75
  • TABLE 35 OTHERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 75
  • TABLE 36 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015-2022 (USD MILLION) 77
  • TABLE 37 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015-2022 (USD MILLION) 80
  • TABLE 38 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION) 80
  • TABLE 39 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION) 81
  • TABLE 40 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL 2015-2022 (USD MILLION) 81
  • TABLE 41 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION) 81
  • TABLE 42 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION) 82
  • TABLE 43 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015-2022 (USD MILLION) 83
  • TABLE 44 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION) 83
  • TABLE 45 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION) 84
  • TABLE 46 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION) 84
  • TABLE 47 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION) 84
  • TABLE 48 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION) 85
  • TABLE 49 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015-2022 (USD MILLION) 87
  • TABLE 50 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION) 87
  • TABLE 51 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION) 88
  • TABLE 52 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION) 88
  • TABLE 53 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION) 88
  • TABLE 54 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION) 89
  • TABLE 55 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015-2022 (USD MILLION) 90
  • TABLE 56 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION) 90
  • TABLE 57 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION) 91
  • TABLE 58 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION) 91
  • TABLE 59 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION) 91
  • TABLE 60 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION) 92
  • TABLE 61 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015-2022 (USD MILLION) 93
  • TABLE 62 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION) 93
  • TABLE 63 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION) 94
  • TABLE 64 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION) 94
  • TABLE 65 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION) 94
  • TABLE 66 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION) 95
  • TABLE 67 MARKET RANKING FOR THE CLOUD-BASED CONTACT CENTER MARKET, 2017 97
  • TABLE 68 NEW PRODUCT/TECHNOLOGY LAUNCHES, 2015-2017 97
  • TABLE 69 PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS, 2015-2018 99
  • TABLE 70 MERGERS AND ACQUISITIONS, 2015-2018 101

LIST OF FIGURES

  • FIGURE 1 GLOBAL CLOUD-BASED CONTACT CENTER MARKET: MARKET SEGMENTATION 16
  • FIGURE 2 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN 19
  • FIGURE 3 BREAKDOWN OF PRIMARY INTERVIEWS: BY COMPANY, DESIGNATION, AND REGION 20
  • FIGURE 4 DATA TRIANGULATION 22
  • FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 23
  • FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 24
  • FIGURE 7 CLOUD-BASED CONTACT CENTER MARKET: REGIONAL SNAPSHOT 26
  • FIGURE 8 CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT, BY SOLUTION 27
  • FIGURE 9 CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT, BY SERVICE 27
  • FIGURE 10 CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT, BY ORGANIZATION SIZE 28
  • FIGURE 11 CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT, BY VERTICAL 28
  • FIGURE 12 INCREASING ADOPTION OF CLOUD-BASED OFFERINGS IS EXPECTED TO FUEL THE GROWTH OF THE CLOUD-BASED CONTACT CENTER MARKET 29
  • FIGURE 13 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL, AND NORTH AMERICA ARE ESTIMATED TO HAVE THE LARGEST MARKET SHARES IN 2017 30
  • FIGURE 14 ASIA PACIFIC IS EXPECTED TO EMERGE AS THE BEST MARKET FOR INVESTMENTS OVER THE NEXT 5 YEARS 31
  • FIGURE 15 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 32
  • FIGURE 16 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS 38
  • FIGURE 17 CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM 39
  • FIGURE 18 SECURITY SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 42
  • FIGURE 19 MANAGED SERVICES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 49
  • FIGURE 20 CHAT QUALITY AND MONITORING SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 53
  • FIGURE 21 HYBRID CLOUD SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 61
  • FIGURE 22 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 65
  • FIGURE 23 CONSUMER GOODS AND RETAIL VERTICAL IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 70
  • FIGURE 24 ASIA PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 78
  • FIGURE 25 NORTH AMERICA: MARKET SNAPSHOT 79
  • FIGURE 26 ASIA PACIFIC: MARKET SNAPSHOT 86
  • FIGURE 27 COMPANIES ADOPTED NEW PRODUCT/TECHNOLOGY LAUNCHES; AND PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS AS THE KEY GROWTH STRATEGIES FROM 2015 TO 2022 96
  • FIGURE 28 GEOGRAPHIC REVENUE MIX OF KEY MARKET PLAYERS 102
  • FIGURE 29 8X8, INC.: COMPANY SNAPSHOT 103
  • FIGURE 30 8X8, INC.: SWOT ANALYSIS 105
  • FIGURE 31 FIVE9: COMPANY SNAPSHOT 106
  • FIGURE 32 FIVE9: SWOT ANALYSIS 109
  • FIGURE 33 CISCO SYSTEMS: COMPANY SNAPSHOT 110
  • FIGURE 34 CISCO SYSTEMS: SWOT ANALYSIS 111
  • FIGURE 35 GENESYS: SWOT ANALYSIS 114
  • FIGURE 36 ORACLE: COMPANY SNAPSHOT 116
  • FIGURE 37 ORACLE: SWOT ANALYSIS 118
  • FIGURE 38 NICE LTD.: COMPANY SNAPSHOT 125
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