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In 2022, the market size for cloud-based contact centres was estimated to be worth USD 20.9 billion. In the period between 2023 and 2030, the market for Cloud-Based Contact Centres is anticipated to expand at a compound annual growth rate (CAGR) of 22.7%, taking it from a value of USD 25.6 billion in 2023 to USD 101.5 billion in 2030. This is an increase from USD 25.6 billion in 2023. Increasing services such as Chatbots integration with Artificial intelligence, a focus on rapid response and customer satisfaction, greater security, easy to install, and cost efficiency for end user enterprises are the primary factors driving the growth of the market. Moreover, the market is being driven by the increasing number of chatbots.
Access to more information is being improved thanks to cloud-based contact centres, which are also helping governments and improving the overall customer experience for individuals and businesses alike. Because of the rapid growth of technology, governments now have to contend with increased expectations from the general people. Companies in the private sector who are interested in purchasing cloud-based contact centres are taking advantage of the opportunity to collaborate directly with governmental organisations in order to broaden access to services and monitor the progress of requests made through self-service channels.
The idea that a contact centre can be run as a service is becoming increasingly popular among market participants operating in the cloud-based contact centre business worldwide. The new contact centre as a service technician in the cloud-based contact centre business is supporting in the efficient management of remote teams by providing collaboration options such as team chat and video. In particular, the contact centre as a service technology was helpful in minimising the cost of ownership, lowering the amount of downtime that occurred, and ensuring that business continuity was maintained during the coronavirus pandemic. It has been discovered that both unified communications as a service and cloud communications as a service can make it feasible to communicate with multiple channels at the same time.
Cloud-based contact centres have made it possible to manage a remote contact centre personnel, which has eliminated the requirement to make phone calls to an external vendor. Agents can be located anywhere in the country thanks to cloud-based contact centres, which makes it possible to bring agents even closer to the clients they serve. In an effort to cut expenses, a growing number of businesses are permitting their agents to perform their jobs from the comfort of their own homes. For example, one of the study programmes offered by the Everest Group asserts that the money saved on office space and other overhead costs can be put towards the hiring of local staff members who are able to provide services that are tailored to the particular region. Additionally, the cost of employing work-at-home agents in the United States is 5 to 10% lower than the cost of employing professionals who work locally.
As a result of the powerful scalability, affordable nature, adaptability, and convenience offered by cloud computing, there has been a rapid increase in the demand for this type of computing. Because of this, more and more businesses are investigating the possibility of moving their contact centre operations from the more conventional on-premise model to one that is hosted in the cloud. For example, in November 2019, Five9, Inc. bought SpiderMonkey, d/b/a Whendu's iPaaS platform in order to enable the shift of the enterprise's contact centre to the cloud. The cloud-based contact centre is not dependent on a certain physical location, which enables agents to perform their jobs from anywhere in the world. This method of working remotely helps contact centres to boost the productivity of their agents, which, in turn, serves to improve the efficiency of the operations as a whole. The infrastructure provided by the cloud provides high-quality safety and dependability as well as convenience and affordability, all of which are important considerations that are driving the adoption of these contact centres.
Customers that engage across numerous channels, such as audio, video, web chat, social media, and mobile apps, are able to benefit from the increased transparency provided by cloud-based contact centres. In addition, self-service and routing, workforce optimisation, and analytical reporting are now all aspects that can be managed by service-centric, cloud-based software deployments. These deployments are now a viable alternative for managing the entirety of contact centre operations. As a result, a growing number of suppliers are working to build migration roadmaps for their contact centre operations, moving away from traditional on-premise deployment models and towards cloud-based deployment models. According to the 'State of Customer Experience Report – 2018', for example, 39% of contact centres in the UK have migrated their operations to the cloud, while 57% have planned to transfer to cloud based contact centres within the next three years.
One of the most important motivating factors for cloud-based contact centres is the ability to maintain business continuity. Failures in hardware and natural disasters can occur at any time in on-premises contact centres without prior warning and can have a catastrophic effect on the customer data of businesses, resulting in downtime, busy signals, and excessive wait time. Agents, supervisors, and administrators are able to access cloud-based contact centres from any location as long as they have a phone and internet connectivity. Because cloud-based contact centres are not dependent on specific geographic locations, they offer greater mobility. As a result of this, cloud-based contact centres are excellent solutions for disaster recovery and business continuity. Many customer care call centres intend to include cloud-based telephone company phone systems into their existing communication procedures in order to keep up with the growing popularity of internet-based telephone services. Cloud-based telephone systems have emerged as a significant new player in the mainline of business communications all over the world as a direct result of the features and services that they offer. However, with the emergence of cutting-edge technologies in contact centre solutions, businesses are finding themselves with a lack of bandwidth to address certain challenges. These challenges include poor voice quality in cloud telephone systems, inadequate routers for cloud telephone systems, improperly configured internal networks, and security issues. Enterprises have the responsibility of effectively addressing these issues while simultaneously utilising cloud-based telephone systems and contact centres in order to provide efficient service to their clients.
Report Coverage
Global Cloud-based Contact Center research report categorizes the market for global based on various segments and regions, forecasts revenue growth, and analyzes trends in each submarket. Global Cloud-based Contact Center report analyses the key growth drivers, opportunities, and challenges influencing the global market. Recent market developments and Cloud-based Contact Center competitive strategies such as expansion, product launch and development, partnership, merger, and acquisition have been included to draw the competitive landscape in the market. The report strategically identifies and profiles the key Cloud-based Contact Center market players and analyses their core competencies in each global market sub-segments.
Key Points Covered in the Report
Competitive Environment:
The research provides an accurate study of the major organisations and companies operating in the global Cloud-based Contact Center market, along with a comparative evaluation based on their product portfolios, corporate summaries, geographic reach, business plans, Cloud-based Contact Center market shares in specific segments, and SWOT analyses. A detailed analysis of the firms' recent news and developments, such as product development, inventions, joint ventures, partnerships, mergers and acquisitions, strategic alliances, and other activities, is also included in the study. This makes it possible to assess the level of market competition as a whole.
List of Major Market Participants
RingCentral Inc., Genesys Telecommunications Laboratories Inc., 3CLogic Inc., Connect First Inc., Five9 Inc., Mitel Networks Corporation, Aspect Software Parent Inc., 8X8 Inc., Avaya Holdings Corp., NICE inContact, Teleforge Corporation, 1Stream Inc., AVOXI Inc. and, Odigo SAS
Primary Target Market
Market Segment:
This study forecasts global, regional, and country revenue from 2019 to 2030. INFINITIVE DATA EXPERT has segmented the global Cloud-based Contact Center market based on the below-mentioned segments:
Global Cloud-based Contact Center Market, By Solution
Automatic Call Distribution
Agent Performance Optimization
Global Cloud-based Contact Center market, By Application
Workforce Optimization
Data Integration & Recording
Global Cloud-based Contact Center market, Regional Analysis
Access to more information is being improved thanks to cloud-based contact centres, which are also helping governments and improving the overall customer experience for individuals and businesses alike. Because of the rapid growth of technology, governments now have to contend with increased expectations from the general people. Companies in the private sector who are interested in purchasing cloud-based contact centres are taking advantage of the opportunity to collaborate directly with governmental organisations in order to broaden access to services and monitor the progress of requests made through self-service channels.
The idea that a contact centre can be run as a service is becoming increasingly popular among market participants operating in the cloud-based contact centre business worldwide. The new contact centre as a service technician in the cloud-based contact centre business is supporting in the efficient management of remote teams by providing collaboration options such as team chat and video. In particular, the contact centre as a service technology was helpful in minimising the cost of ownership, lowering the amount of downtime that occurred, and ensuring that business continuity was maintained during the coronavirus pandemic. It has been discovered that both unified communications as a service and cloud communications as a service can make it feasible to communicate with multiple channels at the same time.
Cloud-based contact centres have made it possible to manage a remote contact centre personnel, which has eliminated the requirement to make phone calls to an external vendor. Agents can be located anywhere in the country thanks to cloud-based contact centres, which makes it possible to bring agents even closer to the clients they serve. In an effort to cut expenses, a growing number of businesses are permitting their agents to perform their jobs from the comfort of their own homes. For example, one of the study programmes offered by the Everest Group asserts that the money saved on office space and other overhead costs can be put towards the hiring of local staff members who are able to provide services that are tailored to the particular region. Additionally, the cost of employing work-at-home agents in the United States is 5 to 10% lower than the cost of employing professionals who work locally.
As a result of the powerful scalability, affordable nature, adaptability, and convenience offered by cloud computing, there has been a rapid increase in the demand for this type of computing. Because of this, more and more businesses are investigating the possibility of moving their contact centre operations from the more conventional on-premise model to one that is hosted in the cloud. For example, in November 2019, Five9, Inc. bought SpiderMonkey, d/b/a Whendu's iPaaS platform in order to enable the shift of the enterprise's contact centre to the cloud. The cloud-based contact centre is not dependent on a certain physical location, which enables agents to perform their jobs from anywhere in the world. This method of working remotely helps contact centres to boost the productivity of their agents, which, in turn, serves to improve the efficiency of the operations as a whole. The infrastructure provided by the cloud provides high-quality safety and dependability as well as convenience and affordability, all of which are important considerations that are driving the adoption of these contact centres.
Customers that engage across numerous channels, such as audio, video, web chat, social media, and mobile apps, are able to benefit from the increased transparency provided by cloud-based contact centres. In addition, self-service and routing, workforce optimisation, and analytical reporting are now all aspects that can be managed by service-centric, cloud-based software deployments. These deployments are now a viable alternative for managing the entirety of contact centre operations. As a result, a growing number of suppliers are working to build migration roadmaps for their contact centre operations, moving away from traditional on-premise deployment models and towards cloud-based deployment models. According to the 'State of Customer Experience Report – 2018', for example, 39% of contact centres in the UK have migrated their operations to the cloud, while 57% have planned to transfer to cloud based contact centres within the next three years.
One of the most important motivating factors for cloud-based contact centres is the ability to maintain business continuity. Failures in hardware and natural disasters can occur at any time in on-premises contact centres without prior warning and can have a catastrophic effect on the customer data of businesses, resulting in downtime, busy signals, and excessive wait time. Agents, supervisors, and administrators are able to access cloud-based contact centres from any location as long as they have a phone and internet connectivity. Because cloud-based contact centres are not dependent on specific geographic locations, they offer greater mobility. As a result of this, cloud-based contact centres are excellent solutions for disaster recovery and business continuity. Many customer care call centres intend to include cloud-based telephone company phone systems into their existing communication procedures in order to keep up with the growing popularity of internet-based telephone services. Cloud-based telephone systems have emerged as a significant new player in the mainline of business communications all over the world as a direct result of the features and services that they offer. However, with the emergence of cutting-edge technologies in contact centre solutions, businesses are finding themselves with a lack of bandwidth to address certain challenges. These challenges include poor voice quality in cloud telephone systems, inadequate routers for cloud telephone systems, improperly configured internal networks, and security issues. Enterprises have the responsibility of effectively addressing these issues while simultaneously utilising cloud-based telephone systems and contact centres in order to provide efficient service to their clients.
Report Coverage
Global Cloud-based Contact Center research report categorizes the market for global based on various segments and regions, forecasts revenue growth, and analyzes trends in each submarket. Global Cloud-based Contact Center report analyses the key growth drivers, opportunities, and challenges influencing the global market. Recent market developments and Cloud-based Contact Center competitive strategies such as expansion, product launch and development, partnership, merger, and acquisition have been included to draw the competitive landscape in the market. The report strategically identifies and profiles the key Cloud-based Contact Center market players and analyses their core competencies in each global market sub-segments.
| REPORT ATTRIBUTES | DETAILS |
|---|---|
| Study Period | 2017-2030 |
| Base Year | 2022 |
| Forecast Period | 2022-2030 |
| Historical Period | 2017-2021 |
| Unit | Value (USD Billion) |
| Key Companies Profiled | RingCentral Inc., Genesys Telecommunications Laboratories Inc., 3CLogic Inc., Connect First Inc., Five9 Inc., Mitel Networks Corporation, Aspect Software Parent Inc., 8X8 Inc., Avaya Holdings Corp., NICE inContact, Teleforge Corporation, 1Stream Inc., AVOXI Inc. and, Odigo SAS |
| Segments Covered | • By Product |
| Customization Scope | Free report customization (equivalent to up to 3 analyst working days) with purchase. Addition or alteration to country, regional & segment scope |
Key Points Covered in the Report
- Market Revenue of Cloud-based Contact Center Market from 2021 to 2030.
- Market Forecast for Cloud-based Contact Center Market from 2021 to 2030.
- Regional Market Share and Revenue from 2021 to 2030.
- Country Market share within region from 2021 to 2030.
- Key Type and Application Revenue and forecast.
- Company Market Share Analysis, Cloud-based Contact Center competitive scenario, ranking, and detailed company
profiles. - Market driver, restraints, and detailed COVID-19 impact on Cloud-based Contact Center
Market
Competitive Environment:
The research provides an accurate study of the major organisations and companies operating in the global Cloud-based Contact Center market, along with a comparative evaluation based on their product portfolios, corporate summaries, geographic reach, business plans, Cloud-based Contact Center market shares in specific segments, and SWOT analyses. A detailed analysis of the firms' recent news and developments, such as product development, inventions, joint ventures, partnerships, mergers and acquisitions, strategic alliances, and other activities, is also included in the study. This makes it possible to assess the level of market competition as a whole.
List of Major Market Participants
RingCentral Inc., Genesys Telecommunications Laboratories Inc., 3CLogic Inc., Connect First Inc., Five9 Inc., Mitel Networks Corporation, Aspect Software Parent Inc., 8X8 Inc., Avaya Holdings Corp., NICE inContact, Teleforge Corporation, 1Stream Inc., AVOXI Inc. and, Odigo SAS
Primary Target Market
- Market Players of Cloud-based Contact Center
- Investors
- End-users
- Government Authorities
- Consulting And Research Firm
- Venture capitalists
- Third-party knowledge providers
- Value-Added Resellers (VARs)
Market Segment:
This study forecasts global, regional, and country revenue from 2019 to 2030. INFINITIVE DATA EXPERT has segmented the global Cloud-based Contact Center market based on the below-mentioned segments:
Global Cloud-based Contact Center Market, By Solution
Automatic Call Distribution
Agent Performance Optimization
Global Cloud-based Contact Center market, By Application
Workforce Optimization
Data Integration & Recording
Global Cloud-based Contact Center market, Regional Analysis
- Europe: Germany, Uk, France, Italy, Spain, Russia, Rest of Europe
- The Asia Pacific: China,Japan,India,South Korea,Australia,Rest of Asia Pacific
- South America: Brazil, Argentina, Rest of South America
- Middle East & Africa: UAE, Saudi Arabia, Qatar, South Africa, Rest of Middle East & Africa
About This Research
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Through INFINITIVE Data Expert is a professional Market Research services, I will identify the cloud based contact center market market size, demand & opportunities, growth rate, and target audience with a comprehensive analysis of your competitors.