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クラウドベースのコンタクトセンター市場、規模、シェア、動向、産業分析レポート：提供別、通信チャネル別、業界別、用途別、地域別 - 市場予測、2024年～2032年

Cloud-Based Contact Center Market Size, Share, Trends, Industry Analysis Report - By Offering (Software and Services), Communication Channel, Vertical, Application, and Region; Market Forecast, 2024-2032

出版日
ページ情報
英文 116 Pages
納期
即日から翌営業日
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
クラウドベースのコンタクトセンター市場、規模、シェア、動向、産業分析レポート：提供別、通信チャネル別、業界別、用途別、地域別 - 市場予測、2024年～2032年
出版日: 2024年10月01日
発行: Polaris Market Research
ページ情報: 英文 116 Pages
納期: 即日から翌営業日
GIIご利用のメリット
  • 全表示
  • 概要
  • 図表
  • 目次
概要

Polaris Market Researchの最新調査によると、世界のクラウドベースのコンタクトセンター市場規模は2032年までに1,570億8,000万米ドルに達する見込みです。この調査レポートは、現在の市場力学を詳細に洞察し、将来の市場成長に関する分析を提供しています。

クラウドベースのコンタクトセンター市場は、業務効率を高め、顧客エンゲージメントを向上させるいくつかの主要な促進要因に後押しされ、著しい成長を遂げています。主な促進要因は、リモートワークソリューションに対する需要の高まりです。企業が柔軟なワークモデルを採用する中、クラウドベースのコンタクトセンターは、エージェントが高いサービス水準を維持しながらさまざまな場所で働くために必要な俊敏性を提供します。このような柔軟性は、競争の激しい市場で優秀な人材の獲得と維持を目指す企業にとって不可欠です。

市場を後押しするもうひとつの重要な要因は、人工知能（AI）や機械学習などの先端技術の台頭です。これらの技術革新により、企業はルーチン・タスクの自動化、コール・ルーティングの最適化、パーソナライズされた顧客体験の提供が可能になります。AIを活用した分析により、企業は顧客の嗜好や行動をよりよく理解できるようになり、よりカスタマイズされた対話やターゲットを絞ったマーケティング戦略が可能になります。これらのテクノロジーを活用することで、企業は業務を効率化し、カスタマージャーニー全体を強化することができます。

ソーシャルメディア、ライブチャット、メッセージングアプリなど、複数のコミュニケーションチャネルの統合もまた、顧客とのインタラクションを変革しています。このオムニチャネル・アプローチにより、企業は顧客が好むチャネルを通じて顧客とつながることができ、満足度の向上とロイヤルティの醸成が可能になります。さらに、クラウドベースのコンタクトセンターは、チーム間のシームレスなコラボレーションを促進し、エージェントは情報を共有し、より効率的に問題を解決することができます。

さらに、マーケットプレースにおける重要な差別化要因としてカスタマーエクスペリエンスが重視されるようになり、企業はクラウドベースのソリューションを採用するようになっています。企業は、卓越した顧客サービスが顧客維持率やブランド・ロイヤルティの向上につながることをますます認識するようになっています。クラウドベースのコンタクトセンターは、効果的なレポート、分析、人員管理に必要なツールを提供し、企業が顧客のニーズに迅速に対応できるようにします。

クラウドベースのコンタクトセンター市場レポートハイライト

2023年には、オムニチャネルの顧客エンゲージメントへの移行を促進する能力により、ソフトウェアセグメントが市場を独占しました。

コミュニケーションチャネルでは、音声セグメントが2023年に最大の市場シェアを占めました。

デジタル・セグメントは、クラウドベースのコミュニケーション・ハブであるため、予測期間中に最も急成長する見込みです。

2023年には、適応性と拡張性のあるカスタマーサービス・ソリューションに対するニーズの高まりにより、北米が市場を独占しました。

世界の主要企業は、8x8、Aircall、Avaya、AWS、Cisco、Five9、Guru、NICE、Vonage、Zohoです。

目次

第1章 イントロダクション

第2章 エグゼクティブサマリー

第3章 調査手法

第4章 世界のクラウドベースコンタクトセンター市場の洞察

  • 用途スナップショット
  • クラウドベースのコンタクトセンター市場力学
    • 促進要因と機会
      • 生成AIの導入増加
      • リアルタイム分析と洞察の需要の高まり
    • 抑制要因と課題
      • データセキュリティとプライバシーに関する懸念
  • PESTEL分析
  • クラウドベースのコンタクトセンター市場のアプリケーション動向
  • バリューチェーン分析
  • COVID-19の影響分析

第5章 世界のクラウドベースコンタクトセンター市場：提供別

  • 主な調査結果
  • イントロダクション
  • ソフトウェア
  • サービス
  • マネージドサービス

第6章 世界のクラウドベースコンタクトセンター市場：通信チャネル別

  • 主な調査結果
  • イントロダクション
  • 音声
  • デジタル
  • セルフサービス

第7章 世界のクラウドベースコンタクトセンター市場：業界別

  • 主な調査結果
  • イントロダクション
  • BFSI
  • 小売・消費財
  • 通信
  • 旅行・ホスピタリティ
  • ヘルスケアとライフサイエンス
  • 運輸・物流
  • ITとITeS
  • 政府および公共部門
  • メディアとエンターテイメント
  • その他

第8章 世界のクラウドベースコンタクトセンター市場：用途別

  • 主な調査結果
  • イントロダクション
  • マーケティングオートメーション
  • ソーシャルメディア管理
  • ヘルプデスク管理
  • ビジネスインテリジェンス
  • コラボレーションと生産性
  • 顧客関係管理（CRM）
  • その他の用途

第9章 世界のクラウドベースコンタクトセンター市場：地域別

  • 主な調査結果
  • イントロダクション
    • クラウドベースのコンタクトセンター市場評価：地域、2019-2032年
  • 北米
    • 北米：提供別、2019年～2032年
    • 北米：通信チャネル別、2019年～2032年
    • 北米：業界別、2019年～2032年
    • 北米：用途別、2019-2032年
    • 米国
    • カナダ
  • 欧州
    • 欧州：提供別、2019年～2032年
    • 欧州：通信チャネル別、2019年～2032年
    • 欧州：業界別、2019-2032年
    • 欧州：用途別、2019-2032年
    • 英国
    • フランス
    • ドイツ
    • イタリア
    • スペイン
    • オランダ
    • ロシア
    • その他欧州
  • アジア太平洋
    • アジア太平洋：提供別、2019年～2032年
    • アジア太平洋：通信チャネル別、2019年～2032年
    • アジア太平洋：業界別、2019-2032年
    • アジア太平洋：用途別、2019-2032年
    • 中国
    • インド
    • マレーシア
    • 日本
    • インドネシア
    • 韓国
    • オーストラリア
    • その他アジア太平洋地域
  • 中東・アフリカ
    • 中東・アフリカ：提供別、2019年～2032年
    • 中東・アフリカ：通信チャネル別、2019年～2032年
    • 中東・アフリカ：業界別、2019年～2032年
    • 中東・アフリカ：用途別、2019-2032年
    • サウジアラビア
    • アラブ首長国連邦
    • イスラエル
    • 南アフリカ
    • その他中東とアフリカ
  • ラテンアメリカ
    • ラテンアメリカ：提供別、2019-2032年
    • ラテンアメリカ：通信チャネル別、2019-2032年
    • ラテンアメリカ：業界別、2019-2032年
    • ラテンアメリカ：用途別、2019-2032年
    • メキシコ
    • ブラジル
    • アルゼンチン
    • その他ラテンアメリカ

第10章 競合情勢

  • 拡大と買収の分析
    • 拡大
    • 買収
  • 提携/協業/合意/公開

第11章 企業プロファイル

  • 8x8
  • Aircall
  • Avaya
  • AWS
  • Cisco
  • Five9
  • Guru
  • NICE
  • Vonage
  • Zoho
図表

List of Tables:

  • Table 1 Global Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 2 Global Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 3 Global Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 4 Global Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 5 North America: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 6 North America: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 7 North America: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 8 North America: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 9 U.S.: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 10 U.S.: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 11 U.S.: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 12 U.S.: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 13 Canada: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 14 Canada: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 15 Canada: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 16 Canada: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 17 Europe: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 18 Europe: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 19 Europe: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 20 Europe: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 21 UK: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 22 UK: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 23 UK: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 24 UK: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 25 France: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 26 France: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 27 France: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 28 France: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 29 Germany: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 30 Germany: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 31 Germany: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 32 Germany: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 33 Italy: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 34 Italy: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 35 Italy: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 36 Italy: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 37 Spain: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 38 Spain: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 39 Spain: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 40 Spain: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 41 Netherlands: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 42 Netherlands: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 43 Netherlands: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 44 Netherlands: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 45 Russia: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 46 Russia: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 47 Russia: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 48 Russia: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 49 Rest of Europe: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 50 Rest of Europe: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 51 Rest of Europe: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 52 Rest of Europe: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 53 Asia Pacific: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 54 Asia Pacific: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 55 Asia Pacific: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 56 Asia Pacific: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 57 China: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 58 China: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 59 China: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 60 China: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 61 India: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 62 India: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 63 India: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 64 India: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 65 Malaysia: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 66 Malaysia: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 67 Malaysia: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 68 Malaysia: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 69 Japan: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 70 Japan: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 71 Japan: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 72 Japan: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 73 Indonesia: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 74 Indonesia: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 75 Indonesia: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 76 Indonesia: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 77 South Korea: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 78 South Korea: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 79 South Korea: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 80 South Korea: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 81 Australia: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 82 Australia: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 83 Australia: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 84 Australia: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 85 Rest of Asia Pacific: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 86 Rest of Asia Pacific: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 87 Rest of Asia Pacific: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 88 Rest of Asia Pacific: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 89 Middle East & Africa: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 90 Middle East & Africa: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 91 Middle East & Africa: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 92 Middle East & Africa: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 93 Saudi Arabia: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 94 Saudi Arabia: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 95 Saudi Arabia: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 96 Saudi Arabia: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 97 UAE: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 98 UAE: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 99 UAE: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 100 UAE: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 101 Israel: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 102 Israel: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 103 Israel: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 104 Israel: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 105 South Africa: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 106 South Africa: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 107 South Africa: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 108 South Africa: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 109 Rest of Middle East & Africa: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 110 Rest of Middle East & Africa: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 111 Rest of Middle East & Africa: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 112 Rest of Middle East & Africa: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 113 Latin America: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 114 Latin America: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 115 Latin America: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 116 Latin America: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 117 Mexico: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 118 Mexico: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 119 Mexico: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 120 Mexico: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 121 Brazil: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 122 Brazil: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 123 Brazil: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 124 Brazil: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 125 Argentina: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 126 Argentina: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 127 Argentina: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 128 Argentina: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • Table 129 Rest of Latin America: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • Table 130 Rest of Latin America: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • Table 131 Rest of Latin America: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • Table 132 Rest of Latin America: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • List of Figures:
  • Figure 1. Global Cloud-Based Contact Center Market, 2019-2032 (USD Billion)
  • Figure 2. Integrated Ecosystem
  • Figure 3. Research Methodology: Top-Down & Bottom-Up Price
  • Figure 4. Market by Geography
  • Figure 5. Porter's Five Forces
  • Figure 6. Market by Offering
  • Figure 7. Global Cloud-Based Contact Center Market, by Offering, 2023 & 2032 (USD Billion)
  • Figure 8. Market by Communication Channel
  • Figure 9. Global Cloud-Based Contact Center Market, by Communication Channel, 2023 & 2032 (USD Billion)
  • Figure 10. Market by Vertical
  • Figure 11. Global Cloud-Based Contact Center Market, by Vertical, 2023 & 2032 (USD Billion)
  • Figure 12. Market by Application
  • Figure 13. Global Cloud-Based Contact Center Market, by Application, 2023 & 2032 (USD Billion)
目次
Product Code: PM5144

The global cloud-based contact center market size is expected to reach USD 157.08 billion by 2032, according to a new study by Polaris Market Research. The report "Cloud-Based Contact Center Market Size, Share, Trends, Industry Analysis Report - By Offering (Software and Services), Communication Channel, Vertical, Application, and Region; Market Forecast, 2024-2032" gives a detailed insight into current market dynamics and provides analysis on future market growth.

The cloud-based contact center market is witnessing significant growth, fueled by several key driving factors that enhance operational efficiency and improve customer engagement. A primary driver is the increasing demand for remote work solutions. As businesses embrace flexible work models, cloud-based contact centers offer the agility needed for agents to work from various locations while maintaining high service standards. This flexibility is essential for organizations aiming to attract and retain top talent in a competitive job market.

Another crucial factor propelling the market is the rise of advanced technologies, such as artificial intelligence (AI) and machine learning. These innovations enable organizations to automate routine tasks, optimize call routing, and provide personalized customer experiences. AI-driven analytics empower businesses to understand customer preferences and behaviors better, allowing for more tailored interactions and targeted marketing strategies. By leveraging these technologies, companies can streamline operations and enhance the overall customer journey.

The integration of multiple communication channels, including social media, live chat, and messaging apps, is also transforming customer interactions. This omnichannel approach enables businesses to connect with customers through their preferred channels, improving satisfaction and fostering loyalty. Furthermore, cloud-based contact centers facilitate seamless collaboration among teams, allowing agents to share information and resolve issues more efficiently.

Additionally, the growing emphasis on customer experience as a key differentiator in the marketplace is pushing organizations to adopt cloud-based solutions. Companies are increasingly recognizing that exceptional customer service can lead to increased customer retention and brand loyalty. Cloud-based contact centers provide the necessary tools for effective reporting, analytics, and workforce management, enabling organizations to respond swiftly to customer needs.

Cloud-Based Contact Center Market Report Highlights

In 2023, the software segment, based on offering, dominated the market due to its ability to facilitate businesses in transitioning toward omnichannel customer engagement.

In terms of communication channels, the voice segment accounted for the largest market share in 2023, owing to its benefit of personalized customer interactions.

The digital segment is expected to witness the fastest growth during the forecast period, owing to its cloud-based communication hubs.

In 2023, North America dominated the market due to the rising need for adaptable and scalable customer service solutions.

8x8, Aircall, Avaya, AWS, Cisco, Five9, Guru, NICE, Vonage, and Zoho are among the global key market players.

Polaris Market Research has segmented the cloud-based contact center market report on the basis of offering, communication channel, vertical, application, and region:

By Offering Outlook (Revenue - USD Billion, 2019-2032)

  • Software
  • Software, By Type
  • Omnichannel Routing
  • IVR
  • ACD (Automatic Call Distribution)
  • Voice Call Reporting
  • Dialers
  • Workforce Engagement Management
  • Workforce Optimization
  • Training and Coaching
  • Forecasting and Scheduling
  • Knowledge Management
  • Resource Management
  • Reporting & Analytics
  • Real-time Speech & Text Analytics
  • Historic Reporting Tools
  • Performance Analytics & Reporting Software
  • Ad Hoc Query & Analysis Tools
  • Customer Engagement Management
  • Multichannel Communication Platform
  • CRM Integration Tools
  • Customer Feedback & Satisfaction Monitoring Tools
  • Software, By Engagement Type
  • Inbound
  • Outbound
  • Blended
  • Software, By Deployment Mode
  • Public
  • Private
  • Hybrid
  • Services
  • Professional Services
  • Consulting & Advisory
  • Integration & Deployment
  • Support & Maintenance
  • Training & Education
  • Managed Services

By Communication Channel Outlook (Revenue - USD Billion, 2019-2032)

  • Voice
  • Phone
  • VOIP
  • Virtual Phone System
  • Digital
  • Email
  • Live Chat
  • SMS
  • Social Media
  • Instant Messaging Services
  • Video Chat
  • Web Forms
  • Self-Service
  • IVR
  • Chatbot
  • Virtual Assistant

By Vertical Outlook (Revenue - USD Billion, 2019-2032)

  • BFSI
  • Retail & Consumer Goods
  • Telecommunications
  • Travel & Hospitality
  • Healthcare & Life Sciences
  • Transportation & Logistics
  • IT & ITeS
  • Government & Public Sector
  • Media & Entertainment
  • Others

By Application Outlook (Revenue - USD Billion, 2019-2032)

  • Marketing Automation
  • Social Media Management
  • Helpdesk Management
  • Business Intelligence
  • Collaboration & Productivity
  • Customer Relationship Management (CRM)
  • Other Applications

By Regional Outlook (Revenue - USD Billion, 2019-2032)

  • North America
  • US
  • Canada
  • Europe
  • Germany
  • UK
  • France
  • Italy
  • Spain
  • Russia
  • Netherlands
  • Rest of Europe
  • Asia Pacific
  • China
  • India
  • Japan
  • South Korea
  • Indonesia
  • Australia
  • Malaysia
  • Rest of Asia Pacific
  • Latin America
  • Argentina
  • Brazil
  • Mexico
  • Rest of Latin America
  • Middle East & Africa
  • UAE
  • Saudi Arabia
  • Israel
  • South Africa
  • Rest of Middle East & Africa

Table of Contents

1. Introduction

  • 1.1. Report Description
    • 1.1.1. Objectives of the Study
    • 1.1.2. Market Scope
    • 1.1.3. Assumptions
  • 1.2. Stakeholders

2. Executive Summary

  • 2.1. Market Highlights

3. Research Methodology

  • 3.1. Overview
    • 3.1.1. Data Mining
  • 3.2. Data Sources
    • 3.2.1. Primary Sources
    • 3.2.2. Secondary Sources

4. Global Cloud-Based Contact Center Market Insights

  • 4.1. Cloud-Based Contact Center Market - Application Snapshot
  • 4.2. Cloud-Based Contact Center Market Dynamics
    • 4.2.1. Drivers and Opportunities
      • 4.2.1.1. Rising Implementation of Generative AI
      • 4.2.1.2. Rising Demand for Real-Time Analytics and Insights
    • 4.2.2. Restraints and Challenges
      • 4.2.2.1. Concerns Regarding Data Security and Privacy
  • 4.3. Porter's Five Forces Analysis
    • 4.3.1. Bargaining Power of Suppliers (Moderate)
    • 4.3.2. Threats of New Entrants: (Low)
    • 4.3.3. Bargaining Power of Buyers (Moderate)
    • 4.3.4. Threat of Substitute (Moderate)
    • 4.3.5. Rivalry among existing firms (High)
  • 4.4. PESTEL Analysis
  • 4.5. Cloud-Based Contact Center Market Application Trends
  • 4.6. Value Chain Analysis
  • 4.7. COVID-19 Impact Analysis

5. Global Cloud-Based Contact Center Market, by Offering

  • 5.1. Key Findings
  • 5.2. Introduction
    • 5.2.1. Global Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
  • 5.3. Software
    • 5.3.1. Global Cloud-Based Contact Center Market, by Software, by Region, 2019-2032 (USD Billion)
    • 5.3.2. Software, By Type
      • 5.3.2.1. Global Cloud-Based Contact Center Market, by Software, By Type, by Region, 2019-2032 (USD Billion)
      • 5.3.2.2. Omnichannel Routing
      • 5.3.2.2.1. Global Cloud-Based Contact Center Market, by Omnichannel Routing, by Region, 2019-2032 (USD Billion)
      • 5.3.2.2.2. IVR
      • 5.3.2.2.2.1. Global Cloud-Based Contact Center Market, by IVR, by Region, 2019-2032 (USD Billion)
      • 5.3.2.2.3. ACD (Automatic Call Distribution)
      • 5.3.2.2.3.1. Global Cloud-Based Contact Center Market, ACD (Automatic Call Distribution), by Region, 2019-2032 (USD Billion)
      • 5.3.2.2.4. Voice Call Reporting
      • 5.3.2.2.4.1. Global Cloud-Based Contact Center Market, by Voice Call Reporting, by Region, 2019-2032 (USD Billion)
      • 5.3.2.2.5. Dialers
      • 5.3.2.2.5.1. Global Cloud-Based Contact Center Market, by Dialers, by Region, 2019-2032 (USD Billion)
      • 5.3.2.3. Workforce Engagement Management
      • 5.3.2.3.1. Global Cloud-Based Contact Center Market, by Workforce Engagement Management, by Region, 2019-2032 (USD Billion)
      • 5.3.2.3.2. Workforce Optimization
      • 5.3.2.3.2.1. Global Cloud-Based Contact Center Market, by Workforce Optimization, by Region, 2019-2032 (USD Billion)
      • 5.3.2.3.3. Training and Coaching
      • 5.3.2.3.3.1. Global Cloud-Based Contact Center Market, by Training and Coaching, by Region, 2019-2032 (USD Billion)
      • 5.3.2.3.4. Forecasting and Scheduling
      • 5.3.2.3.4.1. Global Cloud-Based Contact Center Market, by Forecasting and Scheduling, by Region, 2019-2032 (USD Billion)
      • 5.3.2.3.5. Knowledge Management
      • 5.3.2.3.5.1. Global Cloud-Based Contact Center Market, by Knowledge Management, by Region, 2019-2032 (USD Billion)
      • 5.3.2.3.6. Resource Management
      • 5.3.2.3.6.1. Global Cloud-Based Contact Center Market, by Resource Management, by Region, 2019-2032 (USD Billion)
      • 5.3.2.4. Reporting & Analytics
      • 5.3.2.4.1. Global Cloud-Based Contact Center Market, by Reporting & Analytics, by Region, 2019-2032 (USD Billion)
      • 5.3.2.4.2. Real-time Speech & Text Analytics
      • 5.3.2.4.2.1. Global Cloud-Based Contact Center Market, by Real-time Speech & Text Analytics, by Region, 2019-2032 (USD Billion)
      • 5.3.2.4.3. Historic Reporting Tools
      • 5.3.2.4.3.1. Global Cloud-Based Contact Center Market, by Historic Reporting Tools, by Region, 2019-2032 (USD Billion)
      • 5.3.2.4.4. Performance Analytics & Reporting Software
      • 5.3.2.4.4.1. Global Cloud-Based Contact Center Market, by Performance Analytics & Reporting Software, by Region, 2019-2032 (USD Billion)
      • 5.3.2.4.5. Ad Hoc Query & Analysis Tools
      • 5.3.2.4.5.1. Global Cloud-Based Contact Center Market, by Ad Hoc Query & Analysis Tools, by Region, 2019-2032 (USD Billion)
      • 5.3.2.5. Customer Engagement Management
      • 5.3.2.5.1. Global Cloud-Based Contact Center Market, by Customer Engagement Management, by Region, 2019-2032 (USD Billion)
      • 5.3.2.5.2. Multichannel Communication Platform
      • 5.3.2.5.2.1. Global Cloud-Based Contact Center Market, by Multichannel Communication Platform, by Region, 2019-2032 (USD Billion)
      • 5.3.2.5.3. CRM Integration Tools
      • 5.3.2.5.3.1. Global Cloud-Based Contact Center Market, by CRM Integration Tools, by Region, 2019-2032 (USD Billion)
      • 5.3.2.6. Customer Feedback & Satisfaction Monitoring Tools
      • 5.3.2.6.1. Global Cloud-Based Contact Center Market, by Customer Feedback & Satisfaction Monitoring Tools, by Region, 2019-2032 (USD Billion)
    • 5.3.3. Software, By Engagement Type
      • 5.3.3.1. Global Cloud-Based Contact Center Market, by Software, By Engagement Type, by Region, 2019-2032 (USD Billion)
      • 5.3.3.2. Inbound
      • 5.3.3.2.1. Global Cloud-Based Contact Center Market, by Inbound, by Region, 2019-2032 (USD Billion)
      • 5.3.3.3. Outbound
      • 5.3.3.3.1. Global Cloud-Based Contact Center Market, by Outbound, by Region, 2019-2032 (USD Billion)
      • 5.3.3.4. Blended
      • 5.3.3.4.1. Global Cloud-Based Contact Center Market, by Blended, by Region, 2019-2032 (USD Billion)
    • 5.3.4. Software, By Deployment Mode
      • 5.3.4.1. Global Cloud-Based Contact Center Market, by Software, By Deployment Mode, by Region, 2019-2032 (USD Billion)
      • 5.3.4.2. Public
      • 5.3.4.2.1. Global Cloud-Based Contact Center Market, by Public, by Region, 2019-2032 (USD Billion)
      • 5.3.4.3. Private
      • 5.3.4.3.1. Global Cloud-Based Contact Center Market, by Private, by Region, 2019-2032 (USD Billion)
      • 5.3.4.4. Hybrid
      • 5.3.4.4.1. Global Cloud-Based Contact Center Market, by Hybrid, by Region, 2019-2032 (USD Billion)
  • 5.4. Services
    • 5.4.1. Global Cloud-Based Contact Center Market, by Services, by Region, 2019-2032 (USD Billion)
    • 5.4.2. Professional Services
      • 5.4.2.1. Global Cloud-Based Contact Center Market, by Professional Services, by Region, 2019-2032 (USD Billion)
      • 5.4.2.2. Consulting & Advisory
      • 5.4.2.2.1. Global Cloud-Based Contact Center Market, by Consulting & Advisory, by Region, 2019-2032 (USD Billion)
      • 5.4.2.3. Integration & Deployment
      • 5.4.2.3.1. Global Cloud-Based Contact Center Market, by Integration & Deployment, by Region, 2019-2032 (USD Billion)
      • 5.4.2.4. Support & Maintenance
      • 5.4.2.4.1. Global Cloud-Based Contact Center Market, by Support & Maintenance, by Region, 2019-2032 (USD Billion)
      • 5.4.2.5. Training & Education
      • 5.4.2.5.1. Global Cloud-Based Contact Center Market, by Training & Education, by Region, 2019-2032 (USD Billion)
  • 5.5. Managed Services
    • 5.5.1. Global Cloud-Based Contact Center Market, by Managed Services, by Region, 2019-2032 (USD Billion)

6. Global Cloud-Based Contact Center Market, by Communication Channel

  • 6.1. Key Findings
  • 6.2. Introduction
    • 6.2.1. Global Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
  • 6.3. Voice
    • 6.3.1. Global Cloud-Based Contact Center Market, by Voice, by Region, 2019-2032 (USD Billion)
    • 6.3.2. Phone
      • 6.3.2.1. Global Cloud-Based Contact Center Market, by Phone, by Region, 2019-2032 (USD Billion)
    • 6.3.3. VOIP
      • 6.3.3.1. Global Cloud-Based Contact Center Market, by VOIP, by Region, 2019-2032 (USD Billion)
    • 6.3.4. Virtual Phone System
      • 6.3.4.1. Global Cloud-Based Contact Center Market, by Virtual Phone System, by Region, 2019-2032 (USD Billion)
  • 6.4. Digital
    • 6.4.1. Global Cloud-Based Contact Center Market, by Digital, by Region, 2019-2032 (USD Billion)
    • 6.4.2. Email
      • 6.4.2.1. Global Cloud-Based Contact Center Market, by Email, by Region, 2019-2032 (USD Billion)
    • 6.4.3. Live Chat
      • 6.4.3.1. Global Cloud-Based Contact Center Market, by Live Chat, by Region, 2019-2032 (USD Billion)
    • 6.4.4. SMS
      • 6.4.4.1. Global Cloud-Based Contact Center Market, by SMS, by Region, 2019-2032 (USD Billion)
    • 6.4.5. Social Media
      • 6.4.5.1. Global Cloud-Based Contact Center Market, by Social Media, by Region, 2019-2032 (USD Billion)
    • 6.4.6. Instant Messaging Services
      • 6.4.6.1. Global Cloud-Based Contact Center Market, by Instant Messaging Services, by Region, 2019-2032 (USD Billion)
    • 6.4.7. Video Chat
      • 6.4.7.1. Global Cloud-Based Contact Center Market, by Video Chat, by Region, 2019-2032 (USD Billion)
    • 6.4.8. Web Forms
      • 6.4.8.1. Global Cloud-Based Contact Center Market, by Web Forms, by Region, 2019-2032 (USD Billion)
  • 6.5. Self-Service
    • 6.5.1. Global Cloud-Based Contact Center Market, by Self-Service, by Region, 2019-2032 (USD Billion)
    • 6.5.2. IVR
      • 6.5.2.1. Global Cloud-Based Contact Center Market, by IVR, by Region, 2019-2032 (USD Billion)
    • 6.5.3. Chatbot
      • 6.5.3.1. Global Cloud-Based Contact Center Market, by Chatbot, by Region, 2019-2032 (USD Billion)
    • 6.5.4. Virtual Assistant
      • 6.5.4.1. Global Cloud-Based Contact Center Market, by Virtual Assistant, by Region, 2019-2032 (USD Billion)

7. Global Cloud-Based Contact Center Market, by Vertical

  • 7.1. Key Findings
  • 7.2. Introduction
    • 7.2.1. Global Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
  • 7.3. BFSI
    • 7.3.1. Global Cloud-Based Contact Center Market, by BFSI, by Region, 2019-2032 (USD Billion)
  • 7.4. Retail & Consumer Goods
    • 7.4.1. Global Cloud-Based Contact Center Market, by Retail & Consumer Goods, by Region, 2019-2032 (USD Billion)
  • 7.5. Telecommunications
    • 7.5.1. Global Cloud-Based Contact Center Market, by Telecommunications, by Region, 2019-2032 (USD Billion)
  • 7.6. Travel & Hospitality
    • 7.6.1. Global Cloud-Based Contact Center Market, by Travel & Hospitality, by Region, 2019-2032 (USD Billion)
  • 7.7. Healthcare & Life Sciences
    • 7.7.1. Global Cloud-Based Contact Center Market, by Healthcare & Life Sciences, by Region, 2019-2032 (USD Billion)
  • 7.8. Transportation & Logistics
    • 7.8.1. Global Cloud-Based Contact Center Market, by Transportation & Logistics, by Region, 2019-2032 (USD Billion)
  • 7.9. IT & ITeS
    • 7.9.1. Global Cloud-Based Contact Center Market, by IT & ITeS, by Region, 2019-2032 (USD Billion)
  • 7.10. Government & Public Sector
    • 7.10.1. Global Cloud-Based Contact Center Market, by Government & Public Sector, by Region, 2019-2032 (USD Billion)
  • 7.11. Media & Entertainment
    • 7.11.1. Global Cloud-Based Contact Center Market, by Media & Entertainment, by Region, 2019-2032 (USD Billion)
  • 7.12. Others
    • 7.12.1. Global Cloud-Based Contact Center Market, by Others, by Region, 2019-2032 (USD Billion)

8. Global Cloud-Based Contact Center Market, by Application

  • 8.1. Key Findings
  • 8.2. Introduction
    • 8.2.1. Global Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • 8.3. Marketing Automation
    • 8.3.1. Global Cloud-Based Contact Center Market, by Marketing Automation, by Region, 2019-2032 (USD Billion)
  • 8.4. Social Media Management
    • 8.4.1. Global Cloud-Based Contact Center Market, by Social Media Management, by Region, 2019-2032 (USD Billion)
  • 8.5. Helpdesk Management
    • 8.5.1. Global Cloud-Based Contact Center Market, by Helpdesk Management, by Region, 2019-2032 (USD Billion)
  • 8.6. Business Intelligence
    • 8.6.1. Global Cloud-Based Contact Center Market, by Business Intelligence, by Region, 2019-2032 (USD Billion)
  • 8.7. Collaboration & Productivity
    • 8.7.1. Global Cloud-Based Contact Center Market, by Collaboration & Productivity, by Region, 2019-2032 (USD Billion)
  • 8.8. Customer Relationship Management (CRM)
    • 8.8.1. Global Cloud-Based Contact Center Market, by Customer Relationship Management (CRM), by Region, 2019-2032 (USD Billion)
  • 8.9. Other Applications
    • 8.9.1. Global Cloud-Based Contact Center Market, by Other Applications, by Region, 2019-2032 (USD Billion)

9. Global Cloud-Based Contact Center Market, by Geography

  • 9.1. Key Findings
  • 9.2. Introduction
    • 9.2.1. Cloud-Based Contact Center Market Assessment, By Geography, 2019-2032 (USD Billion)
  • 9.3. Cloud-Based Contact Center Market - North America
    • 9.3.1. North America: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
    • 9.3.2. North America: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
    • 9.3.3. North America: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
    • 9.3.4. North America: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.3.5. Cloud-Based Contact Center Market - U.S.
      • 9.3.5.1. U.S.: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.3.5.2. U.S.: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.3.5.3. U.S.: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.3.5.4. U.S.: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.3.6. Cloud-Based Contact Center Market - Canada
      • 9.3.6.1. Canada: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.3.6.2. Canada: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.3.6.3. Canada: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.3.6.4. Canada: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • 9.4. Cloud-Based Contact Center Market - Europe
    • 9.4.1. Europe: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
    • 9.4.2. Europe: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
    • 9.4.3. Europe: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
    • 9.4.4. Europe: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.4.5. Cloud-Based Contact Center Market - UK
      • 9.4.5.1. UK: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.4.5.2. UK: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.4.5.3. UK: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.4.5.4. UK: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.4.6. Cloud-Based Contact Center Market - France
      • 9.4.6.1. France: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.4.6.2. France: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.4.6.3. France: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.4.6.4. France: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.4.7. Cloud-Based Contact Center Market - Germany
      • 9.4.7.1. Germany: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.4.7.2. Germany: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.4.7.3. Germany: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.4.7.4. Germany: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.4.8. Cloud-Based Contact Center Market - Italy
      • 9.4.8.1. Italy: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.4.8.2. Italy: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.4.8.3. Italy: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.4.8.4. Italy: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.4.9. Cloud-Based Contact Center Market - Spain
      • 9.4.9.1. Spain: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.4.9.2. Spain: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.4.9.3. Spain: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.4.9.4. Spain: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.4.10. Cloud-Based Contact Center Market - Netherlands
      • 9.4.10.1. Netherlands: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.4.10.2. Netherlands: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.4.10.3. Netherlands: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.4.10.4. Netherlands: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.4.11. Cloud-Based Contact Center Market - Russia
      • 9.4.11.1. Russia: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.4.11.2. Russia: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.4.11.3. Russia: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.4.11.4. Russia: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.4.12. Cloud-Based Contact Center Market - Rest of Europe
      • 9.4.12.1. Rest of Europe: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.4.12.2. Rest of Europe: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.4.12.3. Rest of Europe: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.4.12.4. Rest of Europe: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • 9.5. Cloud-Based Contact Center Market - Asia Pacific
    • 9.5.1. Asia Pacific: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
    • 9.5.2. Asia Pacific: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
    • 9.5.3. Asia Pacific: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
    • 9.5.4. Asia Pacific: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.5.5. Cloud-Based Contact Center Market - China
      • 9.5.5.1. China: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.5.5.2. China: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.5.5.3. China: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.5.5.4. China: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.5.6. Cloud-Based Contact Center Market - India
      • 9.5.6.1. India: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.5.6.2. India: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.5.6.3. India: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.5.6.4. India: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.5.7. Cloud-Based Contact Center Market - Malaysia
      • 9.5.7.1. Malaysia: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.5.7.2. Malaysia: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.5.7.3. Malaysia: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.5.7.4. Malaysia: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.5.8. Cloud-Based Contact Center Market - Japan
      • 9.5.8.1. Japan: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.5.8.2. Japan: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.5.8.3. Japan: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.5.8.4. Japan: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.5.9. Cloud-Based Contact Center Market - Indonesia
      • 9.5.9.1. Indonesia: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.5.9.2. Indonesia: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.5.9.3. Indonesia: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.5.9.4. Indonesia: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.5.10. Cloud-Based Contact Center Market - South Korea
      • 9.5.10.1. South Korea: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.5.10.2. South Korea: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.5.10.3. South Korea: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.5.10.4. South Korea: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.5.11. Cloud-Based Contact Center Market - Australia
      • 9.5.11.1. Australia: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.5.11.2. Australia: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.5.11.3. Australia: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.5.11.4. Australia: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.5.12. Cloud-Based Contact Center Market - Rest of Asia Pacific
      • 9.5.12.1. Rest of Asia Pacific: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.5.12.2. Rest of Asia Pacific: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.5.12.3. Rest of Asia Pacific: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.5.12.4. Rest of Asia Pacific: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • 9.6. Cloud-Based Contact Center Market - Middle East & Africa
    • 9.6.1. Middle East & Africa: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
    • 9.6.2. Middle East & Africa: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
    • 9.6.3. Middle East & Africa: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
    • 9.6.4. Middle East & Africa: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.6.5. Cloud-Based Contact Center Market - Saudi Arabia
      • 9.6.5.1. Saudi Arabia: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.6.5.2. Saudi Arabia: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.6.5.3. Saudi Arabia: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.6.5.4. Saudi Arabia: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.6.6. Cloud-Based Contact Center Market - UAE
      • 9.6.6.1. UAE: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.6.6.2. UAE: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.6.6.3. UAE: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.6.6.4. UAE: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.6.7. Cloud-Based Contact Center Market - Israel
      • 9.6.7.1. Israel: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.6.7.2. Israel: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.6.7.3. Israel: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.6.7.4. Israel: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.6.8. Cloud-Based Contact Center Market - South Africa
      • 9.6.8.1. South Africa: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.6.8.2. South Africa: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.6.8.3. South Africa: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.6.8.4. South Africa: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.6.9. Cloud-Based Contact Center Market - Rest of Middle East & Africa
      • 9.6.9.1. Rest of Middle East & Africa: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.6.9.2. Rest of Middle East & Africa: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.6.9.3. Rest of Middle East & Africa: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.6.9.4. Rest of Middle East & Africa: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
  • 9.7. Cloud-Based Contact Center Market - Latin America
    • 9.7.1. Latin America: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
    • 9.7.2. Latin America: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
    • 9.7.3. Latin America: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
    • 9.7.4. Latin America: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.7.5. Cloud-Based Contact Center Market - Mexico
      • 9.7.5.1. Mexico: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.7.5.2. Mexico: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.7.5.3. Mexico: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.7.5.4. Mexico: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.7.6. Cloud-Based Contact Center Market - Brazil
      • 9.7.6.1. Brazil: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.7.6.2. Brazil: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.7.6.3. Brazil: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.7.6.4. Brazil: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.7.7. Cloud-Based Contact Center Market - Argentina
      • 9.7.7.1. Argentina: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.7.7.2. Argentina: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.7.7.3. Argentina: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.7.7.4. Argentina: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)
    • 9.7.8. Cloud-Based Contact Center Market - Rest of Latin America
      • 9.7.8.1. Rest of Latin America: Cloud-Based Contact Center Market, by Offering, 2019-2032 (USD Billion)
      • 9.7.8.2. Rest of Latin America: Cloud-Based Contact Center Market, by Communication Channel, 2019-2032 (USD Billion)
      • 9.7.8.3. Rest of Latin America: Cloud-Based Contact Center Market, by Vertical, 2019-2032 (USD Billion)
      • 9.7.8.4. Rest of Latin America: Cloud-Based Contact Center Market, by Application, 2019-2032 (USD Billion)

10. Competitive Landscape

  • 10.1. Expansion and Acquisition Analysis
    • 10.1.1. Expansion
    • 10.1.2. Acquisitions
  • 10.2. Partnerships/Collaborations/Agreements/Exhibitions

11. Company Profiles

  • 11.1. 8x8
    • 11.1.1. Company Overview
    • 11.1.2. Financial Performance
    • 11.1.3. Product Benchmarking
    • 11.1.4. Recent Development
  • 11.2. Aircall
    • 11.2.1. Company Overview
    • 11.2.2. Financial Performance
    • 11.2.3. Product Benchmarking
    • 11.2.4. Recent Development
  • 11.3. Avaya
    • 11.3.1. Company Overview
    • 11.3.2. Financial Performance
    • 11.3.3. Product Benchmarking
    • 11.3.4. Recent Development
  • 11.4. AWS
    • 11.4.1. Company Overview
    • 11.4.2. Financial Performance
    • 11.4.3. Product Benchmarking
    • 11.4.4. Recent Development
  • 11.5. Cisco
    • 11.5.1. Company Overview
    • 11.5.2. Financial Performance
    • 11.5.3. Product Benchmarking
    • 11.5.4. Recent Development
  • 11.6. Five9
    • 11.6.1. Company Overview
    • 11.6.2. Financial Performance
    • 11.6.3. Product Benchmarking
    • 11.6.4. Recent Development
  • 11.7. Guru
    • 11.7.1. Company Overview
    • 11.7.2. Financial Performance
    • 11.7.3. Product Benchmarking
    • 11.7.4. Recent Development
  • 11.8. NICE
    • 11.8.1. Company Overview
    • 11.8.2. Financial Performance
    • 11.8.3. Product Benchmarking
    • 11.8.4. Recent Development
  • 11.9. Vonage
    • 11.9.1. Company Overview
    • 11.9.2. Financial Performance
    • 11.9.3. Product Benchmarking
    • 11.9.4. Recent Development
  • 11.10. Zoho
    • 11.10.1. Company Overview
    • 11.10.2. Financial Performance
    • 11.10.3. Product Benchmarking
    • 11.10.4. Recent Development