Global Cloud-Based Contact Centers Market Status and Outlook 2023-2028
A cloud contact center is an internet-based facility that handles all inbound and outbound customer communications for a company.
Our market research experts provide qualitative and quantitative analysis of the market based on involving economic and non-economic factors in the same report with market value (million USD) data for each segment and sub-segment. This way, clients can achieve all their goals while taking advantage of emerging opportunities. Technological advancements, new product launches, and market capital flows are compared across scenarios to demonstrate their impact over the forecast period.
Data collected includes market dynamics, technology outlook, application development, and pricing trends. All of this is fed into a research model, which then produces relevant data for market research. Global market trend analysis is given including historical data, estimates to 20233 and compound annual growth rate (CAGR) forecast to 2028.
Projected and forecast revenue values are in constant U.S. dollars, unadjusted for inflation.
2023 will be a tough year for much of the global economy, as the ongoing war in Ukraine continues to strain trade, especially in Europe, and the global economy remains reeling from the fallout from the COVID-19 pandemic.
But as China moves ever closer to fully reemerging from three years of government-imposed Covid isolation and reintegrating with the world, economic expectations are high.And with the global economy now facing significant challenges, including energy shortages, slowing growth and high inflation, China’s reopening could provide a much-needed and timely boost.
Studying and analyzing the impact of Coronavirus COVID-19 on the Cloud-Based Contact Centers industry, the report provide in-depth analysis and professtional advices on how to face the post COIVD-19 period.
Market Segment by Product Type
Automatic Call Distribution (ACD)
Agent Performance Optimization (APO)
Dialers
Interactive Voice Response (IVR)
Computer Telephony Integration (CTI)
Other
Market Segment by Product Application
BFSI
IT and Telecom
Retail
Government and Public Sector
Healthcare and Life Sciences
Manufacturing
Other
Finally, the report provides detailed profile and data information analysis of leading company.
8x8, Inc
3clogic
Genesys Telecommunications Laboratories
Five9, Inc
Newvoicemedia
Cisco Systems
Aspect Software
Nice-Systems
Oracle
Connect First
Liveops Cloud
Ozonetel Systems
Incontact
Evolve IP
West Corporation
Interactive Intelligence Group
Mitel Networks
Broadsoft
Insights and Tools:
We follow a comprehensive process to estimate market size. Key industry dynamics, regulatory scenarios, and segmental dynamics are analyzed to understand their impact on demand over the forecast period. Macroeconomic indicators such as prices, income and demographic changes, demand changes, etc. are considered in estimating market size. We also provide an in-depth profile of the key players and discuss their market shares in the global market to derive the market value. In addition, we have an internal database that is regularly updated with key insights and press releases from key stakeholders in the relevant market.
The data is generally gathered in various arrangements such as charts, graphs, infographics, trends, documents and records from various manufacturers and retailers. Our analyst gather, collect, and interpret such data to form significant databases. Our team then works with large data volumes to analyze core developments, evaluate market estimations, and identify trends.
The market research includes historical and forecast data from like demand, application details, price trends, and company shares by geography, especially focuses on the key regions like United States, European Union, China, and other regions.
Research Objectives
1.To study and analyze the global Cloud-Based Contact Centers consumption (value) by key regions/countries, product type and application, history data from 2018 to 2022, and forecast to 2028.
2.To understand the structure of Cloud-Based Contact Centers market by identifying its various subsegments.
3.Focuses on the key global Cloud-Based Contact Centers manufacturers, to define, describe and analyze the value, market share, market competition landscape, Porter's five forces analysis, SWOT analysis and development plans in next few years.
4.To analyze the Cloud-Based Contact Centers with respect to individual growth trends, future prospects, and their contribution to the total market.
5.To share detailed information about the key factors influencing the growth of the market (growth potential, opportunities, drivers, industry-specific challenges and risks).
6.To project the consumption of Cloud-Based Contact Centers submarkets, with respect to key regions (along with their respective key countries).
7.To analyze competitive developments such as expansions, agreements, new product launches, and acquisitions in the market.
8.To strategically profile the key players and comprehensively analyze their growth strategies.
Global Cloud-Based Contact Centers Market Status and Outlook 2023-2028
Market Study Overview
1.1 Study Objectives
1.2 Cloud-Based Contact Centers Introduce
1.3 Combined with the Analysis of Macroeconomic Indicators
1.4 Brief Description of Research methods
1.5 Market Breakdown and Data Triangulation
2 Global Trend Summary
2.1 Cloud-Based Contact Centers Segment by Type
2.1.1 Automatic Call Distribution (ACD)
2.1.2 Agent Performance Optimization (APO)
2.1.3 Dialers
2.1.4 Interactive Voice Response (IVR)
2.1.5 Computer Telephony Integration (CTI)
2.1.6 Other
2.2 Market Analysis by Application
2.2.1 BFSI
2.2.2 IT and Telecom
2.2.3 Retail
2.2.4 Government and Public Sector
2.2.5 Healthcare and Life Sciences
2.2.6 Manufacturing
2.2.7 Other
2.3 Global Cloud-Based Contact Centers Market Comparison by Regions (2018-2028)
2.3.1 Global Cloud-Based Contact Centers Market Size (2018-2028)
2.3.2 North America Cloud-Based Contact Centers Status and Prospect (2018-2028)
2.3.3 Europe Cloud-Based Contact Centers Status and Prospect (2018-2028)
2.3.4 Asia-pacific Cloud-Based Contact Centers Status and Prospect (2018-2028)
2.3.5 South America Cloud-Based Contact Centers Status and Prospect (2018-2028)
2.3.6 Middle East & Africa Cloud-Based Contact Centers Status and Prospect (2018-2028)
2.5 Coronavirus Disease 2020 (Covid-19): Cloud-Based Contact Centers Industry Impact
2.5.1 Cloud-Based Contact Centers Business Impact Assessment - Covid-19
2.5.2 Market Trends and Cloud-Based Contact Centers Potential Opportunities in the COVID-19 Landscape
2.5.3 Measures / Proposal against Covid-19
3 Competition by Vendors
3.1 Global Cloud-Based Contact Centers Revenue and Market Share by Vendors (2018-2023)
3.2 Global Cloud-Based Contact Centers Industry Concentration Ratio (CR5 and HHI)
3.3 Top 5 Cloud-Based Contact Centers Vendors Market Share
3.4 Top 10 Cloud-Based Contact Centers Vendors Market Share
3.5 Date of Key Vendors Enter into Cloud-Based Contact Centers Market
3.6 Key Vendors Cloud-Based Contact Centers Product Offered
3.7 Mergers & Acquisitions Planning
4 Analysis of Cloud-Based Contact Centers Industry Key Vendors
4.1 8x8, Inc
4.1.1 Company Details
4.1.2 Product Introduction, Application and Specification
4.1.3 8x8, Inc Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.1.4 Main Business Overview
4.1.5 8x8, Inc News
4.2 3clogic
4.2.1 Company Details
4.2.2 Product Introduction, Application and Specification
4.2.3 3clogic Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.2.4 Main Business Overview
4.2.5 3clogic News
4.3 Genesys Telecommunications Laboratories
4.3.1 Company Details
4.3.2 Product Introduction, Application and Specification
4.3.3 Genesys Telecommunications Laboratories Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.3.4 Main Business Overview
4.3.5 Genesys Telecommunications Laboratories News
4.4 Five9, Inc
4.4.1 Company Details
4.4.2 Product Introduction, Application and Specification
4.4.3 Five9, Inc Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.4.4 Main Business Overview
4.4.5 Five9, Inc News
4.5 Newvoicemedia
4.5.1 Company Details
4.5.2 Product Introduction, Application and Specification
4.5.3 Newvoicemedia Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.5.4 Main Business Overview
4.5.5 Newvoicemedia News
4.6 Cisco Systems
4.6.1 Company Details
4.6.2 Product Introduction, Application and Specification
4.6.3 Cisco Systems Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.6.4 Main Business Overview
4.6.5 Cisco Systems News
4.7 Aspect Software
4.7.1 Company Details
4.7.2 Product Introduction, Application and Specification
4.7.3 Aspect Software Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.7.4 Main Business Overview
4.7.5 Aspect Software News
4.8 Nice-Systems
4.8.1 Company Details
4.8.2 Product Introduction, Application and Specification
4.8.3 Nice-Systems Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.8.4 Main Business Overview
4.8.5 Nice-Systems News
4.9 Oracle
4.9.1 Company Details
4.9.2 Product Introduction, Application and Specification
4.9.3 Oracle Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.9.4 Main Business Overview
4.9.5 Oracle News
4.10 Connect First
4.10.1 Company Details
4.10.2 Product Introduction, Application and Specification
4.10.3 Connect First Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.10.4 Main Business Overview
4.10.5 Connect First News
4.11 Liveops Cloud
4.11.1 Company Details
4.11.2 Product Introduction, Application and Specification
4.11.3 Liveops Cloud Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.11.4 Main Business Overview
4.11.5 Liveops Cloud News
4.12 Ozonetel Systems
4.12.1 Company Details
4.12.2 Product Introduction, Application and Specification
4.12.3 Ozonetel Systems Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.12.4 Main Business Overview
4.12.5 Ozonetel Systems News
4.13 Incontact
4.13.1 Company Details
4.13.2 Product Introduction, Application and Specification
4.13.3 Incontact Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.13.4 Main Business Overview
4.13.5 Incontact News
4.14 Evolve IP
4.14.1 Company Details
4.14.2 Product Introduction, Application and Specification
4.14.3 Evolve IP Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.14.4 Main Business Overview
4.14.5 Evolve IP News
4.15 West Corporation
4.15.1 Company Details
4.15.2 Product Introduction, Application and Specification
4.15.3 West Corporation Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.15.4 Main Business Overview
4.15.5 West Corporation News
4.16 Interactive Intelligence Group
4.16.1 Company Details
4.16.2 Product Introduction, Application and Specification
4.16.3 Interactive Intelligence Group Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.16.4 Main Business Overview
4.16.5 Interactive Intelligence Group News
4.17 Mitel Networks
4.17.1 Company Details
4.17.2 Product Introduction, Application and Specification
4.17.3 Mitel Networks Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.17.4 Main Business Overview
4.17.5 Mitel Networks News
4.18 Broadsoft
4.18.1 Company Details
4.18.2 Product Introduction, Application and Specification
4.18.3 Broadsoft Cloud-Based Contact Centers Gross Margin, and Revenue (2018-2023)
4.18.4 Main Business Overview
4.18.5 Broadsoft News
5 Global Cloud-Based Contact Centers Market Size Categorized by Regions
5.1 Global Cloud-Based Contact Centers Revenue and Market Share by Regions
5.2 North America Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
5.3 Europe Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
5.4 Asia-pacific Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
5.5 South America Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
5.6 Middle East & Africa Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
6 North America Cloud-Based Contact Centers Market Size Categorized by Countries
6.1 North America Cloud-Based Contact Centers Revenue and Market Share by Countries
6.1.1 North America Cloud-Based Contact Centers Market Size by Countries (2018-2023)
6.1.2 United States Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
6.1.3 Canada Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
6.1.4 Mexico Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
6.2 North America Cloud-Based Contact Centers Revenue (Value) by Vendors
6.3 North America Cloud-Based Contact Centers Revenue and Market Share by Type (2018-2023)
6.4 North America Cloud-Based Contact Centers Revenue and Market Share by Application (2018-2023)
7 Europe Cloud-Based Contact Centers Market Size Categorized by Countries
7.1 Europe Cloud-Based Contact Centers Revenue and Market Share by Countries
7.1.1 Europe Cloud-Based Contact Centers Market Size by Countries (2018-2023)
7.1.2 Germany Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
7.1.3 UK Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
7.1.4 France Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
7.1.5 Russia Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
7.1.6 Italy Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
7.1.7 Spain Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
7.2 Europe Cloud-Based Contact Centers Revenue (Value) by Vendors
7.3 Europe Cloud-Based Contact Centers Revenue and Market Share by Type (2018-2023)
7.4 Europe Cloud-Based Contact Centers Revenue and Market Share by Application (2018-2023)
8 Asia-pacific Cloud-Based Contact Centers Market Size Categorized by Countries
8.1 Asia-pacific Cloud-Based Contact Centers Revenue and Market Share by Countries
8.1.1 Asia-pacific Cloud-Based Contact Centers Market Size by Countries (2018-2023)
8.1.2 China Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
8.1.3 South Korea Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
8.1.4 Japan Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
8.1.5 Australia Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
8.1.6 India Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
8.1.7 Southeast Asia Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
8.2 Asia-pacific Cloud-Based Contact Centers Revenue (Value) by Vendors
8.3 Asia-pacific Cloud-Based Contact Centers Revenue and Market Share by Type (2018-2023)
8.4 Asia-pacific Cloud-Based Contact Centers Revenue and Market Share by Application (2018-2023)
9 South America Cloud-Based Contact Centers Market Size Categorized by Countries
9.1 South America Cloud-Based Contact Centers Revenue and Market Share by Countries
9.1.1 South America Cloud-Based Contact Centers Market Size by Countries (2018-2023)
9.1.2 Brazil Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
9.1.3 Chile Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
9.2 South America Cloud-Based Contact Centers Revenue and Market Share by Type (2018-2023)
9.3 South America Cloud-Based Contact Centers Revenue and Market Share by Application (2018-2023)
10 Middle East and Africa Cloud-Based Contact Centers Market Size Categorized by Countries
10.1 Middle East and Africa Cloud-Based Contact Centers Revenue and Market Share by Countries
10.1.1 Middle East and Africa Cloud-Based Contact Centers Market Size by Countries (2018-2023)
10.1.2 GCC Countries Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
10.1.3 Turkey Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
10.1.4 Egypt Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
10.1.5 South Africa Cloud-Based Contact Centers Revenue and Growth Rate (2018-2023)
10.2 Middle East and Africa Cloud-Based Contact Centers Revenue and Market Share by Type
10.3 Middle East and Africa Cloud-Based Contact Centers Revenue Market Share by Application (2018-2023)
11 Global Cloud-Based Contact Centers Market Segment by Type
11.1 Global Cloud-Based Contact Centers Revenue and Market Share by Type (2018-2023)
11.2 Automatic Call Distribution (ACD) Revenue Growth Rate and Price
11.3 Agent Performance Optimization (APO) Revenue Growth Rate and Price
11.4 Dialers Revenue Growth Rate and Price
11.5 Interactive Voice Response (IVR) Revenue Growth Rate and Price
11.6 Computer Telephony Integration (CTI) Revenue Growth Rate and Price
11.7 Other Revenue Growth Rate and Price
12 Global Cloud-Based Contact Centers Market Segment by Application
12.1 Global Cloud-Based Contact Centers Revenue Market Share by Application (2018-2023)
12.2 BFSI Revenue Growth Rate (2018-2023)
12.3 IT and Telecom Revenue Growth Rate (2018-2023)
12.4 Retail Revenue Growth Rate (2018-2023)
12.5 Government and Public Sector Revenue Growth Rate (2018-2023)
12.6 Healthcare and Life Sciences Revenue Growth Rate (2018-2023)
12.7 Manufacturing Revenue Growth Rate (2018-2023)
12.8 Other Revenue Growth Rate (2018-2023)
13 Global Cloud-Based Contact Centers Market Forecast
13.1 Global Cloud-Based Contact Centers Revenue and Growth Rate (2023-2028)
13.2 Cloud-Based Contact Centers Market Forecast by Regions (2023-2028)
13.2.1 North America Cloud-Based Contact Centers Market Forecast (2023-2028)
13.2.2 Europe Cloud-Based Contact Centers Market Forecast (2023-2028)
13.2.3 Asia-Pacific Cloud-Based Contact Centers Market Forecast (2023-2028)
13.2.4 South America Cloud-Based Contact Centers Market Forecast (2023-2028)
13.2.5 Middle East & Africa Cloud-Based Contact Centers Market Forecast (2023-2028)
13.3 Cloud-Based Contact Centers Market Forecast by Type (2023-2028)
13.3.1 Global Cloud-Based Contact Centers Revenue Forecast by Type (2023-2028)
13.3.2 Global Cloud-Based Contact Centers Market Share Forecast by Type (2023-2028)
13.4 Cloud-Based Contact Centers Market Forecast by Application (2023-2028)
13.4.1 Global Cloud-Based Contact Centers Revenue Forecast by Application (2023-2028)
14 Market Analysis
14.1.1 Market overview
14.1.2 Market Opportunities
14.1.3 Market Risk
14.1.4 Market Driving Force
14.1.5 Porter's Five Forces Analysis
14.1.6 SWOT Analysis
15 Downstream Market Analysis
15.1 Macro Analysis of Down Markets
15.2 Key Players in Down Markets
16 Research Findings and Conclusion
8x8, Inc
3clogic
Genesys Telecommunications Laboratories
Five9, Inc
Newvoicemedia
Cisco Systems
Aspect Software
Nice-Systems
Oracle
Connect First
Liveops Cloud
Ozonetel Systems
Incontact
Evolve IP
West Corporation
Interactive Intelligence Group
Mitel Networks
Broadsoft
Methodology/Research Approach
This research study involved the extensive usage of both primary and secondary data sources. The research process involved the study of various factors affecting the industry, including the government policy, market environment, competitive landscape, historical data, present trends in the market, technological innovation, upcoming technologies and the technical progress in related industry, and market risks, opportunities, market barriers and challenges. The following illustrative figure shows the market research methodology applied in this report.Research Programs/Design
| Historical Data (2015-2019) |
|
|
| Influencing Factors |
|
|
| Market Forecast (2021-2026) |
|
|
Market Size Estimation
Top-down and bottom-up approaches are used to validate the global Voluntary Carbon Offset market size market and estimate the market size for Company, regions segments, product segments and Application (end users).
The market estimations in this report are based on the marketed sale price of Voluntary Carbon Offset (excluding any discounts provided by the player, distributor, wholesaler or traders). The percentage splits, market share, and breakdowns of the product segments are derived on the basis of weights assigned to each of the segments on the basis of their utilization rate and average sale price. The regional splits of the overall Voluntary Carbon Offset market and its sub-segments are based on the percentage adoption or utilization of the given product in the respective region or country.
Major Company in the market is identified through secondary research and their market revenues determined through primary and secondary research. Secondary research included the research of the annual and financial reports of the top Company; whereas, primary research included extensive interviews of key opinion leaders and industry experts such as experienced front-line staff, directors, CEOs and marketing executives. The percentage splits, market share, Growth Rate and breakdowns of the product markets are determined through using secondary sources and verified through the primary sources.
All possible factors that influence the markets included in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data. The market size for top-level markets and sub-segments is normalized, and the effect of inflation, economic downturns, and regulatory & policy changes or other factors are not accounted for in the market forecast. This data is combined and added with detailed inputs and analysis from Market Intellix and presented in this report
The following figure shows an illustrative representation of the overall market size estimation process used for this study.
Market Breakdown and Data Triangulation
After complete market engineering with calculations for market statistics; market size estimations; market forecasting; market breakdown; and data triangulation, extensive primary research was conducted to gather information and verify and validate the critical numbers arrived at. In the complete market engineering process, both top-down and bottom-up approaches were extensively used, along with several data triangulation methods, to perform market estimation and market forecasting for the overall market segments and sub-segments listed in this report. Extensive qualitative and further quantitative analysis is also done from all the numbers arrived at in the complete market engineering process to list key information throughout the report.
Data Source
Secondary Sources
Secondary sources include such as press releases, annual reports, non-profit organizations, industry associations, governmental agencies and customs data, etc. This research study involves the usage of widespread secondary sources, directories, databases such as Bloomberg Business, Wind Info, Hoovers, Factiva (Dow Jones & Company), and TRADING ECONOMICS, and News Network, statista, Federal Reserve Economic Data, annual reports, BIS Statistics, ICIS; company house documents; CAS(American Chemical Society); investor presentations; and SEC filings of companies. Secondary research was used to identify and collect information useful for the extensive, technical, market-oriented, and Hospitals study of the Voluntary Carbon Offset market. It was also used to obtain important information about the top companies, market classification and segmentation according to industry trends to the bottom-most level, and key developments related to market and technology perspectives.
| Market Size |
|
|
| Market Position of Top Company |
|
|
| Qualitative Analysis |
|
|
Primary Sources
In the primary research process, various sources from both the supply and demand sides were interviewed to obtain qualitative and quantitative information for this report. The primary sources from the supply side include product Company (and their competitors), opinion leaders, industry experts, research institutions, distributors, dealer and traders, as well as the raw materials suppliers and producers, etc.
The primary sources from the demand side include industry experts such as business leaders, marketing and sales directors, technology and innovation directors, supply chain executive, end use (product buyers), and related key executives from various key companies and organizations operating in the global market.
Primary research was conducted to identify segmentation Type, product price range, product Application, key Company, raw materials supply and the downstream demand, industry status and outlook, and key market dynamics such as risks, influence factors, opportunities, market barriers, industry trends, and key player strategies.
Key Executives Interviewed
Key Data Information from Primary Sources
| Primary Sources | Parameters | Key Data |
| Market Segments(by Application, by Type) |
|
|
| Total Market |
|
|