Global
Development of Remote Contact Center Drive the Market
In the global cloud-based contact center market, industry players are becoming increasingly familiar with the concept of contact center as a service. The cloud-based contact center company's innovative contact center as a service technology is aiding in effectively administering remote teams with collaboration options, including team chat and video. In particular, the contact center as a service solution helped during the coronavirus outbreak to minimize the cost of ownership, reduce downtime, and ensure business continuity. It has been discovered that cloud communications as a service and system integration as a service make multi-channel communication conceivable; due to this technological expansion market is expected to rise during the forecast period.
Cloud-based contact centers have made it possible to manage a remote contact center staff, eliminating the need for calls to an outside vendor. With cloud-based contact centers, agents can be deployed across the country with the goal of putting them closer to customers. Numerous companies are implementing work-from-home policies for employees to reduce costs, owing to which, market is expected to register a high CAGR during the forecast period. For instance, the Everest Group's research program claims that money saved on office space and other overheads can be used to hire local staff who can offer specific services. Additionally, hiring operate-from-home agents in the U.S. costs 5 to 10% less than hiring on-site specialists.
Contact centers have been developed to manage customer connections. The market would expand as multi-function devices are used more often to handle client connections. Modern technologies are used in contact centers to gather both inbound and outgoing calls. Emails, chats, and online queries have all experienced an increase in usage. Growing consumption of cloud, social media, and analytics technology by businesses can benefit in corporate success.
Cloud-based Contact Center Market
Participants in the global cloud-based contact center market are paying attention to the idea of a contact center as a service (CCaaS).
With collaboration options such as team chat and video, the new CCaaS technology in the cloud-based contact center marketplace is helping efficiently manage remote teams. During the COVID-19 pandemic, the CCaaS technology is supported to reducing ownership costs, improving performance, and ensuring business continuity. Multi-channel connectivity has been proven possible via unified communications as a service (UCaaS) and cloud communications as a service (CCaaS).
In terms of retail,
Restraining Factors
Cloud-based contact center hosting has been demonstrated to be a major expense. To determine the sustainability of operating their business, market players are adopting contingencies and evaluating the risks and rewards related to their business models.
Market Segmentation
The Cloud-based Contact Center Market
Market player
The leading market players in the Cloud-based Contact Center Market are Aspect Software, Inc, BT GROUP PLC, Cisco Systems, Inc, Connect First, Inc, Evolve IP LLC, Five9, Inc, Genesys, Liveops, Inc, Mitel Networks Corporation, NewVoiceMedia Limited.
Recent Developments
- To expand the contact center component of itsbusiness and take advantage of the scalability of the Five9 intelligentcloud-based contact center, Five9 and CANCOM SE engaged into a strategicagreement in March 2021.
- In February 2021, in order to move itscloud-based contact center infrastructure to the Cloud, Orange Business Serviceteamed with Kone Corporation, an international engineering and service firm.
- Genesys Telecommunication Laboratories, Inc.and Maximus, Inc. joined up in May 2020 to create a cloud-based contact centerplatform for government agencies.
| Attribute | Details |
| Base Year | 2021 |
| Historic Data | 2018– 2021 |
| Estimated Year | 2022 |
| Forecast Period | 2022 – 2028 |
| Quantitative Units | Revenue in USD Million, and CAGR for 2017-2021 and 2022-2027 |
| Report coverage | Revenue forecast, company share, growth factors, and trends |
| Segments covered | Component Deployment Organization Size End-User |
| Regional scope | North America, Asia-Pacific, Europe, South America, Middle East |
| Country scope | United States; Canada; Mexico; China; Indian; Japan; South Korea; Australia; Singapore; Malaysia; Germany; United Kingdom; France; Italy; Spain; Poland; Colombia; Brazil; Argentina; Peru; Chile; Africa, Saudi Arabia; South Africa; UAE; Iraq; Turkey |
| Key companies profiled | Aspect Software, Inc, BT GROUP PLC, Cisco Systems, Inc, Connect First, Inc, Evolve IP LLC, Five9, Inc, Genesys, Liveops, Inc, Mitel Networks Corporation, and NewVoiceMedia Limited |
| Customization scope | 10% free report customization with purchase. Addition or alteration to country, regional & segment scope. |
| Pricing and purchase options | Avail customized purchase options to meet your exact research needs. Explore purchase options |
| Delivery Format | PDF and Excel through Email (We can also provide the editable version of the report in PPT/Word format on special request) |
