A cloud-based contact centre is a focal point of any enterprise, hosted by an internet server. It is responsible for handling all inbound and outbound customer communications. The communication or the interaction can be made via calls, emails, or social media. The cloud-based contact centre is considered to be a fast, easy to use, and extremely flexible solution. Cloud-based contact centre also helps to keep a track of real-time administration metrics with the help of a customizable control panel.
Rising demand and adoption of cloud-based contact centre services has led to the rise in market value. Data Bridge Market Research analyses that the cloud-based contact centre market will exhibit a CAGR of 25.01% for the forecast period of 2021-2028. This means that the cloud-based contact centre market value would stand tall by USD 73.718 billion by the year 2028.
Cloud-Based Contact Centre market study analyzes the market status, market share, growth rate, future trends, market drivers, opportunities and challenges, risks and entry barriers, sales channels, and distributors. SWOT analysis is performed while generating this market report along with many other standard steps of researching, analysing and collecting data. By keeping into focus customer requirements, the report is prepared by chewing over plentiful of market parameters. By applying best-practice models and research methodologies, complete market analysis is performed in this report to make sure that the report provides accurate market segmentation and insights for the success of client’s business.
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Major Market Competitors/Players
The major players covered in the cloud-based contact centre market report are Aspect Software, Inc., Liveops, Inc., Five9, Inc., NICE inContact, Genesys., Vonage Holdings Corp., Talkdesk, Inc, 8×8, Inc., Cisco Systems, Inc., Avaya Inc., Lifesize, CONTENT GURU LIMITED, Aspect Software, Inc., RingCentral, Inc., Enghouse Interactive., 3CLogic., Ameyo, TWILIO INC., Vocalcom and Evolve IP, LLC. among other domestic and global players. Market share data is available for global, North America, Europe, Asia-Pacific (APAC), Middle East and Africa (MEA) and South America separately. DBMR analysts understand competitive strengths and provide competitive analysis for each competitor separately.
Segmentation : Global Cloud-Based Contact Centre Market
- On the basis of component, the cloud-based contact centre market is segmented into services and solutions. Services segment is further sub-segmented into professional services and managed services. Solutions segment is sub-segmented into ACD, APO, Diallers, IVR, CTI, reporting and analytics and security.
- On the basis of application, the cloud-based contact centre market is segmented into call routing and queuing, data integration and recording, chat quality and monitoring, real-time decision-making and workforce optimization (WFO).
- On the basis of organization size, the cloud-based contact centre market is segmented into small and medium enterprises and large enterprises.
- On the basis of deployment model, the cloud-based contact centre market is segmented into public cloud, private cloud and hybrid cloud.
- On the basis of vertical, the cloud-based contact centre market is segmented 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.
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Country Level Analysis
The Cloud-Based Contact Centre market is analysed and market size insights and trends are provided by country, distributional channel, end-user, connectivity and lawn covered as referenced above.
The countries covered in the Cloud-Based Contact Centre market report are U.S., Canada and Mexico in North America, Peru, Brazil, Argentina and Rest of South America as part of South America, Germany, Italy, U.K., France, Spain, Netherlands, Belgium, Switzerland, Turkey, Russia, Hungary, Lithuania, Austria, Ireland, Norway, Poland, Rest of Europe in Europe, Japan, China, India, South Korea, Australia, Singapore, Malaysia, Thailand, Indonesia, Philippines, Vietnam, Rest of Asia-Pacific (APAC) in Asia-Pacific (APAC), South Africa, Saudi Arabia, U.A.E, Kuwait, Israel, Egypt, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA).
Cloud-Based Contact Centre market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, regional presence, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies’ focus related to Cloud-Based Contact Centre market.
Major Highlights of Cloud-Based Contact Centre Market in Covid-19 pandemic covered in report:
The report provides impact of COVID-19 on Cloud-Based Contact Centre market along with its impact on overall industry and economy of world. Further, it adds changes in consumer buying behavior as it impacts majorly on market growth and sales. Distributors and traders on marketing strategy analysis focusing on region wise needs in covid-19 pandemic is also added in the Cloud-Based Contact Centre market report. The last segment of COVID-19 impact chapter include recovery and major changes opted by major players involved in Cloud-Based Contact Centre market.
Reasons to Purchase this Report:
- Market segmentation analysis including qualitative and quantitative research incorporating the impact of economic and policy aspects
- Regional and country level analysis integrating the demand and supply forces that are influencing the growth of the market.
- Market value USD Million and volume Units Million data for each segment and sub-segment
- Competitive landscape involving the market share of major players, along with the new projects and strategies adopted by players in the past five years
- Comprehensive company profiles covering the product offerings, key financial information, recent developments, SWOT analysis, and strategies employed by the major market players
Table of Content:
PART 01: EXECUTIVE SUMMARY
PART 02: SCOPE OF THE REPORT
PART 03: RESEARCH METHODOLOGY
PART 04: INTRODUCTION
PART 05: MARKET LANDSCAPE
PART 06: MARKET SIZING
PART 07: FIVE FORCES ANALYSIS
PART 08: MARKET SEGMENTATION BY PRODUCT
PART 09: MARKET SEGMENTATION BY DISTRIBUTION CHANNEL
PART 10: CUSTOMER LANDSCAPE
PART 11: MARKET SEGMENTATION BY END-USER
PART 12: REGIONAL LANDSCAPE
PART 13: DECISION FRAMEWORK
PART 14: DRIVERS AND CHALLENGES
PART 15: MARKET TRENDS
PART 16: COMPETITIVE LANDSCAPE
PART 17: COMPANY PROFILES
PART 18: APPENDIX
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