Dedicated to Research Since 1993

Global Cloud-Based Contact Center Market By Solution (Automatic Call Distribution, Agent Performance Optimization, Dialers), By Services (Managed Services, Professional Services), By Deployment Type (On-premise, Cloud) -Global Size Analysis and Industry Forecast, 2018-2023


Report Overview

Global Cloud-Based Contact Center Market was valued at USD 6.9 Billion in the year 2017. Global Cloud-Based Contact Center market is further estimated to grow at a CAGR of 26.3% from 2018 to reach USD 28.1 Billion by the year 2023. North America region holds the highest market share in 2016 and Asia Pacific market is considered as the fastest growing market in the forecasted period. The market in North America is expected to have the largest market share due to the presence of major vendors and an increase in adoption of associated services. At country level China, Japan and India are projected to grow at a strongly in the coming years.

Oracle Corporation (US), Cisco Systems, Inc. (US), Genesys Telecommunications Laboratories, Inc. (US), Connect First Inc. (US), 3CLogic Inc. (US), Connect First Inc. (US), Five9 Inc. (US) and 8X8, Inc. (US) are some of the key players in the Global Cloud-Based Contact Center market. Rising research and development expenses to cater to changing demand of end users. Similarly, growth strategies such as acquisition, merger, and expansion of the distribution network were few techniques adopted by most of Tier 1 and Tier 2 manufacturers in recent years.


Increasing Demand for Cloud-based Solutions

Reduced Capital Expenses and Faster Deployment 

Improved Business Continuity


Risk of Information Loss

On-Premises Contact Center Technology Covers a Large Portion of the Current Contact Center Market


Improved Customer Experience

Rising Interest of the Major Market Vendors


Maintaining Integration Levels

Poor It Infrastructure for Cloud-Based Contact Center Adoption

The Global Cloud-Based Contact Center Market is segmented on the basis of Solution, By Services, By Deployment Type, By End Users and region. On the basis of the solution, the market is segmented as Automatic Call Distribution, Agent Performance Optimization, Dialers, Interactive Voice Response, Computer Telephony Integration and Analytics and Reporting of which Baking Powder & Mixes segment is expected to hold the highest market share during the forecast period.

In the global cloud-based contact center the major shares of the market on the basis of deployment comes from Cloud and On-premise holds the second position. On the basis of End Users, the market is segmented as BFSI, IT and Telecom, Media and Entertainment, Retail and Consumer, Logistics and Transport, Healthcare and Others in which IT and Telecom segment holds the highest market share in the forecasted period and are expected to grow with highest CAGR. Cloud-based contact centers are seeing growing adoption in the IT & telecom industry.

Key Benefits for Stakeholders

Cloud computing companies and Component providers

Information Technology (IT) infrastructure equipment providers

Support infrastructure equipment providers

Government and standardization bodies

Healthcare organizations

Financial organizations

By Solution

Automatic Call Distribution

Agent Performance Optimization


Interactive Voice Response

Computer Telephony Integration

Analytics and Reporting

By Services

Managed Services

Professional Services

By Deployment Type



By End Users


IT and Telecom

Media and Entertainment

Retail and Consumer

Logistics and Transport



By Region

North America




Key Market Players

Oracle Corporation

Cisco Systems, Inc.

Genesys Telecommunications Laboratories, Inc.

Connect First Inc.

3CLogic Inc.

Interactive Intelligence, Inc.

Connect First Inc.

Five9 Inc.

8X8, Inc.

InContact, Inc.

(A brief overview of 10 companies is also provided in the report.)

Detailed customization is also available for you. Further, if the report listed above does not meet with your key requirements. Our customized research report will analytically cover the required market information you need which will help you to plan your business decisions.

Table Of Content

1. Introduction

1.1 Market Vision

       1.1.1 Market Definition

       1.1.2 Market Scope

1.2 Limitations

1.3 Stakeholders

2. Research Methodology

2.1. Research Process

       2.1.1. Secondary Research

    Key Data from Secondary Research

       2.1.2. Primary Research

    Key Data from Primary Research

    Breakdowns of Primary Interviews

2.2. Market Size Estimation

       2.2.1. Bottoms-Up Approach

       2.2.2. Top-Down Approach

       2.2.3. Annual Revenue Process

2.3. Data Triangulation 

2.4. Research Assumptions 

       2.4.1. Assumption

3. Executive Summary

4. Market Overview

4.1. Introduction

4.2. Drivers

4.3. Restraints

4.4. Opportunities

4.5. Challenges

4.6. Regulations

4.7. Supply Chain/Value Chain Analysis

4.8. Patent & Standards

5. Industry Trends

5.1. Introduction

5.2. Porter’s Five Forces Analysis

       5.2.1. Threat of New Entrants

       5.2.2. Threat of Substitutes

       5.2.3. Bargaining Power of Buyers

       5.2.4. Bargaining Power of Suppliers

       5.2.5. Intensity of Competitive Rivalry

6. Cloud-Based Contact Center Market, By Solution

6.1 Automatic Call Distribution

6.2 Agent Performance Optimization

6.3 Dialers

6.4 Interactive Voice Response

6.5 Computer Telephony Integration

6.6 Analytics and Reporting

7. Cloud-Based Contact Center Market, By Services

7.1 Managed Services

7.2 Professional Services

8. Cloud-Based Contact Center Market, By Deployment Type

8.1 On-premise

8.2 Cloud

9. Cloud-Based Contact Center Market, By End Users

9.1 BFSI

9.2 IT and Telecom

9.3 Media and Entertainment

9.4 Retail and Consumer

9.5 Logistics and Transport

9.6 Healthcare

9.7 Others

10. Geographical Analysis

10.1. Introduction

10.2. North America

       10.2.1. U.S.

       10.2.2. Canada

       10.2.3. Mexico

10.3. Europe

       10.3.1. U.K.

       10.3.2. Germany

       10.3.3. France

       10.3.4. RoE

10.4. Asia Pacific

       10.4.1. South Korea

       10.4.2. China

       10.4.3. Japan

       10.4.4. RoAPAC

10.5. RoW

       10.5.1. Latin America

       10.5.2. Middle East and Africa

11. Company Profiles

(Business Overview, Financial Overview, Product write up, Recent Developments)

11.1  Oracle Corporation

11.2 Cisco Systems, Inc.

11.3 Genesys Telecommunications Laboratories, Inc.

11.4 Connect First Inc.

11.5 3CLogic Inc.

11.6 Interactive Intelligence, Inc.

11.7 Connect First Inc.

11.8 Five9 Inc.

11.9 8X8, Inc.

11.10 InContact, Inc.

(A brief overview of 10 companies is also provided in the report.)

12. Competitive Analysis

12.1. Introduction

12.2. Market Positioning of Key Players

12.3 Competitive Strategies Adopted by Leading Players

        12.3.1. Investments & Expansions

        12.3.2. New Product Launches

        12.3.3. Mergers & Acquisitions

        12.3.4. Agreements, Joint Ventures, and Partnerships

13. Appendix

13.1. Questionnaire

13.2. Available Customizations 

13.3. Upcoming Events (Trade Fair, Exhibitions, Conferences)



No Content Available.



Related Reports