出版：MarketsandMarkets（マーケッツアンドマーケッツ） 出版年月：2024年5月
Cloud-based Contact Center Market – Global Forecast to 2029
クラウド型コンタクトセンター市場 : オファリング (エンゲージメントタイプ別ソフトウェア＆サービス)、コミュニケーションチャネル (音声、デジタル、セルフサービス)、用途 (マーケティングオートメーション、ヘルプデスク管理)、業種＆地域別 – 2029年までの世界予測
Cloud-based Contact Center Market by Offering (Software by Engagement Type and Services), Communication Channel (Voice, Digital, and Self-service), Application (Marketing Automation, Helpdesk Management), Vertical and Region – Global Forecast to 2029
| ページ数 | 360 |
| 図表数 | 366 |
| 価格 | |
| シングルユーザライセンス | USD 7,150 |
| マルチユーザライセンス（5名） | USD 8,500 |
| コーポレートライセンス | USD 9,650 |
| エンタープライズサイトライセンス | USD 11,000 |
| 種別 | 英文調査報告書 |
Report Overview
The cloud-based contact center market is projected to grow from USD 26.2 billion in 2024 to USD 86.4 billion by 2029, at a compound annual growth rate (CAGR) of 26.9% during the forecast period.
クラウド型コンタクトセンター市場は、2024 年の 262 億米ドルから 2029 年までに 864 億米ドルに成長すると予測されており、予測期間中の年間平均成長率 (CAGR) は 26.9% です。
The market is anticipated to grow due to the rising adoption of advanced contact center technologies. The increasing need for tailored and efficient engagements and growing impact of social media on contact center operations forms a foundational driver in the cloud-based contact center market.
“By software by engagement type, inbound segment to register for largest growing market during the forecast period.”
The market for inbound software in the cloud-based contact center sector is experiencing unprecedented growth driven by several key factors. Leveraging the scalability and flexibility of cloud-based platforms, inbound solutions efficiently manage high call volumes while ensuring prompt and personalized assistance. Advanced features such as automatic call distribution (ACD), interactive voice response (IVR), and skills-based routing optimize agent productivity by directing each interaction to the most qualified resource. Additionally, cloud-based inbound software gives agents real-time access to comprehensive customer data, enabling them to deliver tailored solutions and foster positive experiences.
“By vertical, BFSI to witness the fastest growing market during the forecast period.”
The market for BFSI within the cloud-based contact center market is experiencing exponential growth, fueled by several key factors. With digitalization transforming how customers access and consume content, delivering exceptional customer experiences is a top priority for the sector. A cloud-based contact center is essential for BFSI organizations to engage with customers across multiple channels, providing personalized interactions and seamless experiences. The sector’s focus on customer experience drives the adoption of cloud-based contact center software solutions that enhance customer engagement and satisfaction. The need for integration with backend systems such as Customer Relationship Management (CRM) systems and core banking platforms drives the demand for cloud-based contact center software that supports seamless data exchange.
“By region, Asia Pacific to register the highest CAGR market during the forecast period.” The cloud-based contact center market across
the Asia Pacific region is experiencing rapid growth, driven by various factors. The rapid advancements in technology, such as AI-powered analytics and virtual agents, enhance customer experience by enabling personalized interactions and efficient issue resolution. Additionally, the increasing trend towards remote work arrangements and the need for business continuity solutions further fuel the adoption of cloud-based contact centers, allowing agents to work from anywhere while maintaining seamless connectivity and productivity.
Breakdown of primaries
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the cloud-based contact center market.
- By Company: Tier I: 34%, Tier II: 43%, and Tier III: 23%
- By Designation: C-Level Executives: 28%, D-Level Executives: 50%, and Others: 22%
- By Region: North America: 30%, Europe: 35%, Asia Pacific: 20%, Latin America-5%, and Middle East and Africa- 10%,
The report includes the study of key players offering cloud-based contact center solutions. It profiles major vendors in the cloud-based contact center market. The major players in the cloud-based contact center market include NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), Talkdesk (US), Cisco (US), Avaya (US), Zoho (India), 8×8 (US), Verizon (US), Alvaria (US), Amelia (US), Twilio (US), CloudWave (Australia), Content Guru (UK), RingCentral (US), 3CLogic (US), Enghouse Interactive (US), Vocalcom (France), Evolve IP (US), Sprinklr (US), Mitel (Canada), BT Group (UK), Pypestream (US), TechSee (Israel), Aircall (France), Sentient Machines (UK), Nubitel (Singapore), JustCall (US), Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).
Research Coverage
The cloud-based contact center market research study involved extensive secondary sources, directories, journals, and paid databases. Primary sources were mainly industry experts from the core and related industries, preferred cloud-based contact center providers, third-party service providers, consulting service providers, end users, and other commercial enterprises. In-depth interviews were conducted with various primary respondents, including key industry participants and subject matter experts, to obtain and verify critical qualitative and quantitative information, and assess the market’s prospects.
Key Benefits of Buying the Report
The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall cloud-based contact center market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.
The report provides insights on the following pointers:
• Analysis of key drivers (Increasing need for tailored and efficient engagements, growing impact of social media on contact center operations, continuous transition to cloud-based contact centers, and rising adoption of advanced contact center technologies), restraints (Impact of IVR fraud and cyberattacks on business operations and inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony), opportunities (Implementation of generative AI, analytics and NLP capabilities to add value to existing cloud-based contact centers, dynamic customer demand for robust self-service interactions, and growing demand for analyzing audio and video conversations in real-time), and challenges (Challenges impeding the migration of contact centers to cloud-based environments, implementation and integration challenges and data privacy and security aspects).
• Product Development/Innovation: Detailed insights on upcoming technologies, research & development activities, and new product & service launches in the cloud-based contact center market.
• Market Development: Comprehensive information about lucrative markets – the report analyses the cloud-based contact center market across varied regions.
• Market Diversification: Exhaustive information about new products & services, untapped geographies, recent developments, and investments in the cloud-based contact center market.
• Competitive Assessment: In-depth assessment of market shares, growth strategies and service offerings of leading players including NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), Talkdesk (US), Cisco (US), among others in the cloud-based contact center market strategies. The report also helps stakeholders understand the pulse of the cloud-based contact center market and provides them with information on key market drivers, restraints, challenges, and opportunities.
Table of Contents
1 INTRODUCTION 34
1.1 STUDY OBJECTIVES 34
1.2 MARKET DEFINITION 34
1.2.1 INCLUSIONS AND EXCLUSIONS 35
1.3 MARKET SCOPE 36
1.3.1 MARKET SEGMENTATION 36
FIGURE 1 CLOUD-BASED CONTACT CENTER MARKET SEGMENTATION 36
TABLE 1 CLOUD-BASED CONTACT CENTER MARKET: DETAILED SEGMENTATION 36
1.3.2 REGIONS COVERED 39
FIGURE 2 REGIONAL SEGMENTATION 39
1.3.3 YEARS CONSIDERED 39
1.4 CURRENCY CONSIDERED 40
TABLE 2 USD EXCHANGE RATES, 2019–2023 40
1.5 STAKEHOLDERS 40
1.6 SUMMARY OF CHANGES 41
1.6.1 RECESSION IMPACT 41
2 RESEARCH METHODOLOGY 42
2.1 RESEARCH DATA 42
FIGURE 3 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN 43
2.1.1 SECONDARY DATA 44
2.1.2 PRIMARY DATA 44
TABLE 3 PRIMARY INTERVIEWS 44
2.1.2.1 Breakup of primary profiles 45
2.1.2.2 Key industry insights 45
2.2 DATA TRIANGULATION 46
FIGURE 4 DATA TRIANGULATION 46
2.3 MARKET SIZE ESTIMATION 47
FIGURE 5 CLOUD-BASED CONTACT CENTER MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 47
2.3.1 TOP-DOWN APPROACH 47
2.3.2 BOTTOM-UP APPROACH 48
FIGURE 6 APPROACH 1, BOTTOM-UP (SUPPLY-SIDE): REVENUE FROM SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET 48
FIGURE 7 APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET 49
FIGURE 8 APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOFTWARE/SERVICES OF CLOUD-BASED CONTACT CENTER MARKET 50
FIGURE 9 APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CLOUD-BASED CONTACT CENTER THROUGH OVERALL DIGITAL SOLUTIONS SPENDING 50
2.4 MARKET FORECAST 51
TABLE 4 FACTOR ANALYSIS 51
2.5 RESEARCH ASSUMPTIONS 52
2.6 RISK ASSESSMENT 54
2.7 STUDY LIMITATIONS 54
2.8 IMPLICATIONS OF RECESSION ON CLOUD-BASED CONTACT CENTER MARKET 55
TABLE 5 IMPACT OF RECESSION ON GLOBAL CLOUD-BASED CONTACT CENTER MARKET 55
3 EXECUTIVE SUMMARY 57
TABLE 6 GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE, 2019–2023 (USD MILLION, Y-O-Y %) 59
TABLE 7 GLOBAL CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE, 2024–2029 (USD MILLION, Y-O-Y %) 59
FIGURE 10 SOFTWARE SEGMENT TO DOMINATE MARKET IN 2024 59
FIGURE 11 OMNICHANNEL ROUTING TO HOLD LARGEST MARKET SHARE IN 2024 60
FIGURE 12 INBOUND ENGAGEMENT TYPE TO DOMINATE MARKET IN 2024 60
FIGURE 13 PUBLIC CLOUD SEGMENT TO HOLD LARGEST MARKET SHARE IN 2024 61
FIGURE 14 PROFESSIONAL SERVICES SEGMENT TO DOMINATE CLOUD-BASED CONTACT CENTER MARKET IN 2024 61
FIGURE 15 INTEGRATION & DEPLOYMENT SERVICES TO HOLD LARGEST MARKET SHARE IN 2024 62
FIGURE 16 VOICE COMMUNICATION CHANNEL TO DOMINATE MARKET IN 2024 62
FIGURE 17 MARKETING AUTOMATION SEGMENT TO HOLD LARGEST SHARE IN 2024 63
FIGURE 18 HEALTHCARE AND LIFE SCIENCES SEGMENT TO GROW AT HIGHEST CAGR AND BFSI TO HOLD LARGEST MARKET SIZE DURING FORECAST PERIOD 63
FIGURE 19 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 64
4 PREMIUM INSIGHTS 65
4.1 ATTRACTIVE OPPORTUNITIES IN CLOUD-BASED CONTACT CENTER MARKET 65
FIGURE 20 GROWING IMPACT OF SOCIAL MEDIA ON CONTACT CENTER OPERATIONS TO DRIVE MARKET GROWTH 65
4.2 CLOUD-BASED CONTACT CENTER MARKET: TOP THREE APPLICATIONS 66
FIGURE 21 HELPDESK MANAGEMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 66
4.3 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING AND SERVICE 66
FIGURE 22 SOFTWARE SEGMENT AND PROFESSIONAL SERVICES SEGMENT TO HOLD LARGEST MARKET SHARES IN NORTH AMERICA IN 2024 66
4.4 CLOUD-BASED CONTACT CENTER MARKET, BY REGION 67
FIGURE 23 NORTH AMERICA TO HOLD LARGEST MARKET SHARE IN 2024 67
5 MARKET OVERVIEW AND INDUSTRY TRENDS 68
5.1 INTRODUCTION 68
5.2 MARKET DYNAMICS 68
FIGURE 24 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 69
5.2.1 DRIVERS 69
5.2.1.1 Increasing need for tailored and efficient engagements 69
5.2.1.2 Growing impact of social media on contact center operations 70
5.2.1.3 Continuous transition to cloud-based contact centers 70
5.2.1.4 Rising adoption of advanced contact center technologies 70
5.2.2 RESTRAINTS 71
5.2.2.1 Impact of IVR fraud and cyberattacks on business operations 71
5.2.2.2 Inadequate network bandwidth to minimize adoption of VoIP and cloud-based telephony 71
5.2.3 OPPORTUNITIES 71
5.2.3.1 Implementation of generative AI, analytics, and NLP capabilities to add value to existing cloud-based contact centers 71
5.2.3.2 Dynamic customer demand for robust self-service interactions 72
5.2.3.3 Growing demand for analyzing audio and video conversations in real-time 72
5.2.4 CHALLENGES 73
5.2.4.1 Challenges impeding migration of contact centers to cloud-based environments 73
5.2.4.2 Implementation and integration challenges 73
5.2.4.3 Data privacy and security aspects 73
5.3 EVOLUTION OF CLOUD-BASED CONTACT CENTER MARKET 74
FIGURE 25 CLOUD-BASED CONTACT CENTER MARKET: EVOLUTION 74
5.4 CLOUD-BASED CONTACT CENTER MARKET ARCHITECTURE 76
FIGURE 26 CLOUD-BASED CONTACT CENTER MARKET: ARCHITECTURE 76
5.5 SUPPLY CHAIN ANALYSIS 77
FIGURE 27 CLOUD-BASED CONTACT CENTER MARKET: SUPPLY CHAIN ANALYSIS 77
5.6 ECOSYSTEM ANALYSIS/MARKET MAP 78
TABLE 8 CLOUD-BASED CONTACT CENTER MARKET: ECOSYSTEM 78
FIGURE 28 KEY PLAYERS IN CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM 80
5.6.1 PLATFORM PROVIDERS 80
5.6.2 SOFTWARE PROVIDERS 80
5.6.3 SERVICE PROVIDERS 81
5.6.4 CLOUD SERVICE PROVIDERS 81
5.6.5 END USERS 81
5.6.6 REGULATORY BODIES 81
5.7 CASE STUDY ANALYSIS 82
5.7.1 CASE STUDY 1: SITA WITNESSED GROWTH IN CUSTOMER EXPERIENCE WITH GENESYS CLOUD 82
5.7.2 CASE STUDY 2: COMPANY NURSE REVOLUTIONIZED WORKPLACE INJURY MANAGEMENT WITH GENESYS CLOUD 83
5.7.3 CASE STUDY 3: CI FINANCIAL IMPROVED CUSTOMER SERVICE AND GAINED DATA INSIGHTS WITH AMAZON CONNECT 83
5.7.4 CASE STUDY 4: AGILYSYS MODERNIZED CONTACT CENTER BY IMPLEMENTING FIVE9 PLATFORM 84
5.7.5 CASE STUDY 5: IMPLEMENTATION OF CLOUDWAVE CONCIERGE FOR ENHANCED CUSTOMER EXPERIENCE IN ILLAWARRA CREDIT UNION 84
5.7.6 CASE STUDY 6: AVAYA CONTACT CENTER ENABLED FLEXIBILITY AND AGILITY IN SOUTH CENTRAL AMBULANCE SERVICES 85
5.7.7 CASE STUDY 7: ALVARIA CLOUD IMPROVED EFFICIENCY AND PRODUCTIVITY OF HOIST FINANCE 86
5.7.8 CASE STUDY 8: CLEVELAND CLINIC’S IMPLEMENTATION OF 3CLOGIC’S AI-POWERED CLOUD CONTACT CENTER SOLUTION TRANSFORMED PATIENT SERVICES 87
5.7.9 CASE STUDY 9: ARISTON USA’S SWITCH TO 8X8’S CLOUD-BASED CONTACT CENTER PLATFORM ENABLED CUSTOMER SERVICE AND OPERATIONS EFFICIENCY 87
5.7.10 CASE STUDY 10: FORCE THERAPEUTICS USED ENGAGEMENT PLATFORM TO IMPROVE PATIENT CARE IN FORCE THERAPEUTICS 88
5.8 TECHNOLOGY ANALYSIS 88
5.8.1 KEY TECHNOLOGIES 88
5.8.1.1 Cloud Computing 88
5.8.1.2 NLP 89
5.8.1.3 Voice Biometrics 89
5.8.1.4 VOIP 89
5.8.1.5 Big Data & Analytics 90
5.8.1.6 Text-to-Speech (TTS) 90
5.8.2 COMPLEMENTARY TECHNOLOGIES 90
5.8.2.1 IoT 90
5.8.2.2 AR & VR 91
5.8.2.3 Blockchain 91
5.8.2.4 Robotic Process Automation (RPA) 91
5.8.3 ADJACENT TECHNOLOGIES 92
5.8.3.1 Edge Computing 92
5.8.3.2 5G 92
5.9 REGULATORY LANDSCAPE 92
5.9.1 REGULATORY LANDSCAPE 92
5.9.2 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 93
TABLE 9 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 93
TABLE 10 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 94
TABLE 11 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 94
TABLE 12 MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 95
TABLE 13 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 96
5.9.3 PERTINENT REGULATIONS 96
5.9.3.1 North America 96
5.9.3.1.1 General Data Protection Regulation (GDPR) 96
5.9.3.1.2 California Consumer Privacy Act (CCPA) 96
5.9.3.1.3 Health Insurance Portability and Accountability Act (HIPAA) 96
5.9.3.2 Europe 97
5.9.3.2.1 General Data Protection Regulation (GDPR) 97
5.9.3.2.2 Audiovisual Media Services Directive (AVMSD) 97
5.9.3.2.3 ePrivacy directive 97
5.9.3.3 Asia Pacific 97
5.9.3.3.1 Act on the Protection of Personal Information (APPI) 97
5.9.3.3.2 Telecommunications Business Law 97
5.9.3.4 Middle East & Africa 97
5.9.3.4.1 Consumer Protection Regulations 97
5.9.3.5 Latin America 97
5.9.3.5.1 Telecommunications Laws 97
5.10 PATENT ANALYSIS 98
5.10.1 METHODOLOGY 98
5.10.2 PATENTS FILED, BY DOCUMENT TYPE 98
TABLE 14 PATENTS FILED, 2013–2023 98
5.10.3 INNOVATION AND PATENT APPLICATIONS 98
FIGURE 29 TOTAL NUMBER OF PATENTS GRANTED, 2013–2023 98
5.10.3.1 Top 10 patent applicants in cloud-based contact center market 99
FIGURE 30 TOP 10 APPLICANTS IN CLOUD-BASED CONTACT CENTER MARKET, 2013–2023 99
TABLE 15 TOP 20 PATENT OWNERS IN CLOUD-BASED CONTACT CENTER MARKET, 2013–2023 99
TABLE 16 LIST OF PATENTS GRANTED IN CLOUD-BASED CONTACT CENTER MARKET, 2022–2023 100
FIGURE 31 REGIONAL ANALYSIS OF PATENTS GRANTED, 2013–2023 104
5.11 PRICING ANALYSIS 104
5.11.1 AVERAGE SELLING PRICES OF KEY PLAYERS: TOP 3 APPLICATIONS 105
FIGURE 32 AVERAGE SELLING PRICES OF KEY PLAYERS: TOP 3 APPLICATIONS 105
TABLE 17 AVERAGE SELLING PRICES OF KEY PLAYERS FOR TOP 3 APPLICATIONS (USD) 105
5.11.2 INDICATIVE PRICING ANALYSIS, BY OFFERING 106
TABLE 18 INDICATIVE PRICING LEVELS OF CLOUD-BASED CONTACT CENTER SOFTWARE, BY OFFERING 106
5.12 KEY CONFERENCES AND EVENTS, 2024–2025 107
TABLE 19 CLOUD-BASED CONTACT CENTER MARKET: DETAILED LIST OF CONFERENCES AND EVENTS, 2024–2025 107
5.13 PORTER’S FIVE FORCES ANALYSIS 108
TABLE 20 PORTER’S FIVE FORCES’ IMPACT ON CLOUD-BASED CONTACT CENTER MARKET 108
FIGURE 33 PORTER’S FIVE FORCES ANALYSIS: CLOUD-BASED CONTACT CENTER MARKET 109
5.13.1 THREAT OF NEW ENTRANTS 109
5.13.2 THREAT OF SUBSTITUTES 110
5.13.3 BARGAINING POWER OF SUPPLIERS 110
5.13.4 BARGAINING POWER OF BUYERS 110
5.13.5 INTENSITY OF COMPETITIVE RIVALRY 110
5.14 INVESTMENT LANDSCAPE AND FUNDING SCENARIO 111
FIGURE 34 CLOUD-BASED CONTACT CENTER MARKET: INVESTMENT LANDSCAPE AND FUNDING SCENARIO (USD MILLION AND NUMBER OF FUNDING ROUNDS) 111
5.15 CLOUD-BASED CONTACT CENTER BUSINESS MODELS 112
5.15.1 SUBSCRIPTION-BASED MODELS 112
5.15.2 PAY-PER-USE MODEL 112
5.15.3 TIERED PRICING MODEL 112
5.15.4 PERPETUAL LICENSE MODEL 112
5.15.5 HYBRID MODEL 112
5.15.6 CUSTOMIZED PRICING MODEL 112
5.16 BENEFITS OF TRANSITIONING CONTACT CENTER TO CLOUD 112
5.17 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS’ BUSINESSES 113
FIGURE 35 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS’ BUSINESSES 113
5.18 KEY STAKEHOLDERS & BUYING CRITERIA 114
5.18.1 KEY STAKEHOLDERS IN BUYING PROCESS 114
FIGURE 36 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE APPLICATIONS 114
TABLE 21 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE APPLICATIONS 115
5.18.2 BUYING CRITERIA 115
FIGURE 37 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS 115
TABLE 22 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS 115
6 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING 116
6.1 INTRODUCTION 117
6.1.1 OFFERING: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 117
FIGURE 38 SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 118
TABLE 23 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION) 118
TABLE 24 CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION) 118
6.2 SOFTWARE BY TYPE 119
FIGURE 39 REPORTING & ANALYTICS SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 119
TABLE 25 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION) 119
TABLE 26 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION) 120
6.2.1 OMNICHANNEL ROUTING 120
6.2.1.1 Omnichannel routing to help calls and assign tasks to agents based on their expertise and experience 120
TABLE 27 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION) 120
TABLE 28 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION) 121
6.2.1.2 IVR 121
6.2.1.3 Automatic call distribution (ACD) 121
6.2.1.4 Voice call recording 121
6.2.1.5 Dialers 122
6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT 122
6.2.2.1 Workforce engagement to include faster resolution, improve agent productivity, and increase customer retention 122
TABLE 29 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION) 122
TABLE 30 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION) 123
6.2.2.1.1 Workforce Optimization 123
6.2.2.1.2 Training and Coaching 123
6.2.2.1.3 Forecasting and Scheduling 123
6.2.2.1.4 Knowledge Management 124
6.2.2.1.5 Resource Management 124
6.2.3 REPORTING & ANALYTICS 124
6.2.3.1 Reporting and analytics to identify trends, model data, and predict outcomes related to KPIs and SLAs 124
TABLE 31 REPORTING & ANALYTICS: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION) 124
TABLE 32 REPORTING & ANALYTICS: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION) 125
6.2.3.1.1 Real-time Speech & Text Analytics 125
6.2.3.1.2 Historic Reporting Tools 125
6.2.3.1.3 Performance Analytics & Reporting Software 125
6.2.3.1.4 Ad Hoc Query & Analysis Tools 126
6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT 126
6.2.4.1 Customer engagement management to identify customer preferences and develop business strategies 126
TABLE 33 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION) 126
TABLE 34 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION) 127
6.2.4.1.1 Multichannel Communication Platform 127
6.2.4.1.2 CRM Integration Tools 127
6.2.4.1.3 Customer Feedback & Satisfaction Monitoring Tools 127
6.2.5 OTHER SOFTWARE TYPES 128
TABLE 35 OTHER SOFTWARE TYPES: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION) 128
TABLE 36 OTHER SOFTWARE TYPES: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION) 129
6.3 SOFTWARE BY ENGAGEMENT TYPE 129
FIGURE 40 BLENDED SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 130
TABLE 37 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION) 130
TABLE 38 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION) 130
6.3.1 INBOUND 131
6.3.1.1 Inbound solutions efficiently manage high call volumes while ensuring prompt and personalized assistance 131
TABLE 39 INBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION) 131
TABLE 40 INBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION) 131
6.3.2 OUTBOUND 132
6.3.2.1 Outbound cloud-based contact center software enabling industries to drive revenue growth and expand market reach 132
TABLE 41 OUTBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION) 132
TABLE 42 OUTBOUND: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION) 132
6.3.3 BLENDED 133
6.3.3.1 Blended contact center software to enable organizations to maintain agility and adaptability in today’s fast-paced business landscape 133
TABLE 43 BLENDED: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION) 133
TABLE 44 BLENDED: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION) 133
6.4 SOFTWARE BY DEPLOYMENT MODE 134
FIGURE 41 PRIVATE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 134
TABLE 45 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 134
TABLE 46 CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION) 135
6.4.1 PUBLIC 135
6.4.1.1 Public clouds to be attractive option for SMEs seeking cost-effective solutions 135
TABLE 47 PUBLIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION) 135
TABLE 48 PUBLIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION) 136
6.4.2 PRIVATE 136
6.4.2.1 Private cloud deployments typically entail higher upfront costs and necessitate internal IT expertise for management and maintenance 136
TABLE 49 PRIVATE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION) 136
TABLE 50 PRIVATE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION) 137
6.4.3 HYBRID 137
6.4.3.1 Hybrid cloud solutions to enable large enterprises to navigate intricacies of modern IT environments with ease 137
TABLE 51 HYBRID: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION) 137
TABLE 52 HYBRID: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION) 138
6.5 SERVICES 138
FIGURE 42 MANAGED SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 138
TABLE 53 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION) 139
TABLE 54 CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION) 139
TABLE 55 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 139
TABLE 56 SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 139
6.5.1 PROFESSIONAL SERVICES 140
FIGURE 43 SUPPORT & MAINTENANCE SERVICES TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 140
TABLE 57 CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION) 140
TABLE 58 CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION) 141
TABLE 59 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 141
TABLE 60 PROFESSIONAL SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 141
6.5.1.1 Consulting & Advisory 142
6.5.1.1.1 Consulting services to ensure smooth implementation and integration of solutions 142
TABLE 61 CONSULTING & ADVISORY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 142
TABLE 62 CONSULTING & ADVISORY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 142
6.5.1.2 Integration & deployment 143
6.5.1.2.1 Integration and deployment services to maximize efficiency, functionality, and value of cloud-based contact center solutions 143
TABLE 63 INTEGRATION & DEPLOYMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 143
TABLE 64 INTEGRATION & DEPLOYMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 143
6.5.1.3 Support & maintenance 144
6.5.1.3.1 Support & maintenance services to ensure smooth operation and identification of issues 144
TABLE 65 SUPPORT & MAINTENANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 144
TABLE 66 SUPPORT & MAINTENANCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 144
6.5.1.4 Training & education 145
6.5.1.4.1 Training services to maximize return on investment in cloud-based contact center technology 145
TABLE 67 TRAINING & EDUCATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 145
TABLE 68 TRAINING & EDUCATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 145
6.5.2 MANAGED SERVICES 146
TABLE 69 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 146
TABLE 70 MANAGED SERVICES: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 146
7 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL 147
7.1 INTRODUCTION 148
7.1.1 COMMUNICATION CHANNEL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 148
FIGURE 44 SELF-SERVICE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 149
TABLE 71 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION) 149
TABLE 72 CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION) 149
7.2 VOICE 150
7.2.1 WITH FEATURES LIKE ACD AND CALL RECORDING, CLOUD-BASED PLATFORMS ENSURE EFFICIENT CALL HANDLING AND AGENT PERFORMANCE MONITORING 150
TABLE 73 VOICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 150
TABLE 74 VOICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 150
7.2.1.1 Phone 151
7.2.1.2 VOIP 151
7.2.1.3 Virtual Phone System 151
7.3 DIGITAL 151
7.3.1 OPTIMIZING DIGITAL COMMUNICATION IN CLOUD-BASED CONTACT CENTERS FOR ENHANCED EFFICIENCY 151
TABLE 75 DIGITAL: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 152
TABLE 76 DIGITAL: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 152
7.3.1.1 Email 152
7.3.1.2 Live Chat 152
7.3.1.3 SMS 153
7.3.1.4 Social Media 153
7.3.1.5 Instant Messaging Services 153
7.3.1.6 Video Chat 153
7.3.1.7 Web Forms 153
7.4 SELF-SERVICE 154
7.4.1 TRANSFORMING CUSTOMER SUPPORT BY MASTERING SELF-SERVICE IN CLOUD-BASED CONTACT CENTERS 154
TABLE 77 SELF-SERVICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 154
TABLE 78 SELF-SERVICE: COMMUNICATION CHANNEL IN CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 154
7.4.1.1 IVR 155
7.4.1.2 Chatbot 155
7.4.1.3 Virtual Assistant 155
8 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION 156
8.1 INTRODUCTION 157
8.1.1 APPLICATION: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 157
FIGURE 45 HELPDESK MANAGEMENT SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 157
TABLE 79 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION) 158
TABLE 80 CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION) 158
8.2 MARKETING AUTOMATION 158
8.2.1 DEPLOYMENT OF MARKETING AUTOMATION FOR ELEVATION OF CUSTOMER ENGAGEMENT 158
TABLE 81 MARKETING AUTOMATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 159
TABLE 82 MARKETING AUTOMATION: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 159
8.3 SOCIAL MEDIA MANAGEMENT 160
8.3.1 MAXIMIZATION OF SOCIAL MEDIA MANAGEMENT EFFICIENCY IN CLOUD-BASED CONTACT CENTER MARKET 160
TABLE 83 SOCIAL MEDIA MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 160
TABLE 84 SOCIAL MEDIA MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 160
8.4 HELPDESK MANAGEMENT 161
8.4.1 EMPOWERING BUSINESSES BY DELIVERING SUPERIOR CUSTOMER SERVICE THROUGH HELPDESK OPTIMIZATION 161
TABLE 85 HELPDESK MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 161
TABLE 86 HELPDESK MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 161
8.5 BUSINESS INTELLIGENCE 162
8.5.1 INTEGRATION OF BUSINESS INTELLIGENCE TOOLS ESSENTIAL FOR DELIVERING SEAMLESS EXPERIENCES ACROSS COMMUNICATION CHANNELS 162
TABLE 87 BUSINESS INTELLIGENCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 162
TABLE 88 BUSINESS INTELLIGENCE: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 162
8.6 COLLABORATION AND PRODUCTIVITY 163
8.6.1 CLOUD TECHNOLOGY TO FACILITATE COLLABORATION AMONG AGENTS, FOSTERING TEAMWORK AND KNOWLEDGE SHARING 163
TABLE 89 COLLABORATION & PRODUCTIVITY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 163
TABLE 90 COLLABORATION & PRODUCTIVITY: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 163
8.7 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) 164
8.7.1 CRM INTEGRATED CLOUD-BASED CONTACT SERVICES TO STREAMLINE OPERATIONS AND IMPROVE EFFICIENCY AND PRODUCTIVITY 164
TABLE 91 CRM: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 164
TABLE 92 CRM: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 164
8.8 OTHER APPLICATIONS 165
TABLE 93 OTHER APPLICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 165
TABLE 94 OTHER APPLICATIONS: CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 165
9 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL 166
9.1 INTRODUCTION 167
9.1.1 VERTICAL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 167
FIGURE 46 HEALTHCARE & LIFE SCIENCES SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 168
TABLE 95 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 168
TABLE 96 CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION) 169
9.2 BFSI 169
9.2.1 CLOUD-BASED CONTACT CENTER SOLUTIONS TO ENHANCE OPERATIONAL EFFICIENCY AND SECURITY IN FINANCIAL INSTITUTIONS 169
TABLE 97 CLOUD-BASED CONTACT CENTER MARKET IN BFSI, BY REGION, 2019–2023 (USD MILLION) 170
TABLE 98 CLOUD-BASED CONTACT CENTER MARKET IN BFSI, BY REGION, 2024–2029 (USD MILLION) 170
9.2.2 BFSI USE CASES 170
9.2.2.1 Loan and Mortgage Application Processing 170
9.2.2.2 Investment Advisory Services 171
9.2.2.3 Insurance Claims Processing 171
9.2.2.4 Fraud Detection and Prevention 171
9.2.2.5 Others 171
9.3 RETAIL & CONSUMER GOODS 172
9.3.1 NEED FOR FASTER DECISION-MAKING, CUSTOMER-CENTRIC MARKET STRATEGIES, AND BUSINESS OPERATIONS TO DRIVE MARKET 172
TABLE 99 CLOUD-BASED CONTACT CENTER MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2019–2023 (USD MILLION) 172
TABLE 100 CLOUD-BASED CONTACT CENTER MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2024–2029 (USD MILLION) 172
9.3.2 RETAIL & CONSUMER GOODS USE CASES 173
9.3.2.1 Order Management and Tracking 173
9.3.2.2 Return and Exchanges Processing 173
9.3.2.3 Product Inquiries and Recommendations 173
9.3.2.4 E-commerce Customer Support 173
9.3.2.5 Others 174
9.4 TELECOM 174
9.4.1 NEED FOR COMPREHENSIVE ANALYTICS AND REPORTING TOOLS TO BOOST DEMAND FOR CLOUD-BASED CONTACT CENTER SOFTWARE 174
TABLE 101 CLOUD-BASED CONTACT CENTER MARKET IN TELECOM, BY REGION, 2019–2023 (USD MILLION) 174
TABLE 102 CLOUD-BASED CONTACT CENTER MARKET IN TELECOM, BY REGION, 2024–2029 (USD MILLION) 175
9.4.2 TELECOM USE CASES 175
9.4.2.1 Service Activation and Troubleshooting 175
9.4.2.2 Technical Support Services 175
9.4.2.3 Billing Inquiries and Payments 176
9.4.2.4 Plan Upgrades and Changes 176
9.4.2.5 Others 176
9.5 TRAVEL AND HOSPITALITY 177
9.5.1 CLOUD-BASED CONTACT CENTER SOLUTIONS TO TRANSFORM TRAVEL AND HOSPITALITY CUSTOMER SERVICE 177
TABLE 103 CLOUD-BASED CONTACT CENTER MARKET IN TRAVEL & HOSPITALITY, BY REGION, 2019–2023 (USD MILLION) 177
TABLE 104 CLOUD-BASED CONTACT CENTER MARKET IN TRAVEL & HOSPITALITY, BY REGION, 2024–2029 (USD MILLION) 177
9.5.2 TRAVEL AND HOSPITALITY USE CASES 178
9.5.2.1 Reservation and Booking Assistance 178
9.5.2.2 Travel Itinerary Changes 178
9.5.2.3 Flight or Hotel Status Updates 178
9.5.2.4 Loyalty Program Inquiries and Claims Processing 178
9.5.2.5 Others 179
9.6 HEALTHCARE & LIFE SCIENCES 179
9.6.1 NEED TO MANAGE APPOINTMENT SCHEDULING, ENSURE PATIENT ADHERENCE TO TREATMENT PLANS, AND STREAMLINE APPOINTMENT PROCESSES TO DRIVE MARKET 179
TABLE 105 CLOUD-BASED CONTACT CENTER MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2019–2023 (USD MILLION) 179
TABLE 106 CLOUD-BASED CONTACT CENTER MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2024–2029 (USD MILLION) 180
9.6.2 HEALTHCARE AND LIFE SCIENCES USE CASES 180
9.6.2.1 Appointment Scheduling and Reminders 180
9.6.2.2 Telemedicine and Remote Patient Monitoring 180
9.6.2.3 Patient Inquiries and Support 180
9.6.2.4 Health Insurance Inquiries and Claims Processing 181
9.6.2.5 Others 181
9.7 TRANSPORTATION AND LOGISTICS 181
9.7.1 REVOLUTIONIZING TRANSPORTATION AND LOGISTICS BY LEVERAGING CLOUD-BASED SOLUTIONS FOR ENHANCED COMMUNICATION AND OPERATIONS TO DRIVE GROWTH 181
TABLE 107 CLOUD-BASED CONTACT CENTER MARKET IN TRANSPORTATION & LOGISTICS, BY REGION, 2019–2023 (USD MILLION) 181
TABLE 108 CLOUD-BASED CONTACT CENTER MARKET IN TRANSPORTATION & LOGISTICS, BY REGION, 2024–2029 (USD MILLION) 182
9.7.2 TRANSPORTATION AND LOGISTICS USE CASES 182
9.7.2.1 Delivery Scheduling and Rerouting 182
9.7.2.2 Freight Rate Quotes and Booking 182
9.7.2.3 Shipment Tracking and Status Updates 182
9.7.2.4 Custom Clearance Assistance 183
9.7.2.5 Others 183
9.8 IT AND ITES 183
9.8.1 CLOUD-BASED CONTACT CENTERS TO MAXIMIZE CUSTOMER ENGAGEMENT AND OPERATIONAL EFFICIENCY IN IT, ITES, AND BPO SECTORS 183
TABLE 109 CLOUD-BASED CONTACT CENTER MARKET IN IT & ITES, BY REGION, 2019–2023 (USD MILLION) 184
TABLE 110 CLOUD-BASED CONTACT CENTER MARKET IN IT & ITES, BY REGION, 2024–2029 (USD MILLION) 184
9.8.2 IT AND ITES USE CASE 184
9.8.2.1 Software Licensing Inquiries and Renewals 184
9.8.2.2 Developer Support and API Documentation 185
9.8.2.3 IT Infrastructure Monitoring and Management 185
9.8.2.4 Cloud Service Provisioning and Support 185
9.8.2.5 Others 185
9.9 GOVERNMENT AND PUBLIC SECTOR 186
9.9.1 NEED FOR EFFECTIVE COMMUNICATION, PROGRESS TRACKING, AND TIMELY ISSUE RESOLUTION TO DRIVE MARKET 186
TABLE 111 CLOUD-BASED CONTACT CENTER MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2019–2023 (USD MILLION) 186
TABLE 112 CLOUD-BASED CONTACT CENTER MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2024–2029 (USD MILLION) 187
9.9.2 GOVERNMENT AND PUBLIC SECTOR USE CASES 187
9.9.2.1 Citizen Inquiries and Support Services 187
9.9.2.2 Emergency Response and Disaster Management Support 187
9.9.2.3 Benefit Environment and Eligibility Verification 187
9.9.2.4 Permit and License Application Processing 188
9.9.2.5 Others 188
9.10 MEDIA AND ENTERTAINMENT 188
9.10.1 CLOUD-BASED SOLUTIONS ENHANCE CUSTOMER INTERACTIONS, ENABLING MEDIA AND ENTERTAINMENT COMPANIES TO SCALE GLOBALLY 188
TABLE 113 CLOUD-BASED CONTACT CENTER MARKET IN MEDIA & ENTERTAINMENT, BY REGION, 2019–2023 (USD MILLION) 189
TABLE 114 CLOUD-BASED CONTACT CENTER MARKET IN MEDIA & ENTERTAINMENT, BY REGION, 2024–2029 (USD MILLION) 189
9.10.2 MEDIA AND ENTERTAINMENT USE CASES 189
9.10.2.1 Audience Engagement and Support 189
9.10.2.2 Content Distribution and Subscription Management 189
9.10.2.3 Event Management and Ticketing 190
9.10.2.4 Content Moderation and Community Management 190
9.10.2.5 Others 190
9.11 OTHER VERTICALS 190
TABLE 115 CLOUD-BASED CONTACT CENTER MARKET IN OTHER VERTICALS, BY REGION, 2019–2023 (USD MILLION) 191
TABLE 116 CLOUD-BASED CONTACT CENTER MARKET IN OTHER VERTICALS, BY REGION, 2024–2029 (USD MILLION) 191
10 CLOUD-BASED CONTACT CENTER MARKET, BY REGION 192
10.1 INTRODUCTION 193
FIGURE 47 INDIA TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD 193
FIGURE 48 ASIA PACIFIC TO WITNESS HIGHEST CAGR DURING FORECAST PERIOD 193
TABLE 117 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2019–2023 (USD MILLION) 194
TABLE 118 CLOUD-BASED CONTACT CENTER MARKET, BY REGION, 2024–2029 (USD MILLION) 194
10.2 NORTH AMERICA 194
10.2.1 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 195
10.2.2 NORTH AMERICA: IMPACT OF RECESSION 195
10.2.3 NORTH AMERICA: MARKET SHARE ANALYSIS OF KEY PLAYERS 196
FIGURE 49 NORTH AMERICA: MARKET SHARE ANALYSIS OF KEY PLAYERS 196
FIGURE 50 NORTH AMERICA: MARKET SNAPSHOT 196
TABLE 119 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION) 197
TABLE 120 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION) 197
TABLE 121 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION) 197
TABLE 122 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION) 198
TABLE 123 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION) 198
TABLE 124 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION) 198
TABLE 125 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 199
TABLE 126 NORTH AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION) 199
TABLE 127 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION) 199
TABLE 128 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION) 199
TABLE 129 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION) 200
TABLE 130 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION) 200
TABLE 131 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION) 200
TABLE 132 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION) 201
TABLE 133 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION) 201
TABLE 134 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION) 201
TABLE 135 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 202
TABLE 136 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION) 202
TABLE 137 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2019–2023 (USD MILLION) 203
TABLE 138 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024–2029 (USD MILLION) 203
10.2.4 US 203
10.2.4.1 High readiness for cloud adoption to enable companies in US to spend more on AI, ML, and NLP-enabled cloud contact center solutions 203
10.2.5 CANADA 204
10.2.5.1 Canadian organizations to prioritize delivering exceptional customer experiences to gain competitive edge 204
10.3 EUROPE 204
10.3.1 EUROPE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 204
10.3.2 EUROPE: IMPACT OF RECESSION 205
10.3.3 EUROPE: MARKET SHARE ANALYSIS OF KEY PLAYERS 205
FIGURE 51 EUROPE: MARKET SHARE ANALYSIS OF KEY PLAYERS 205
TABLE 139 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION) 206
TABLE 140 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION) 206
TABLE 141 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION) 206
TABLE 142 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION) 207
TABLE 143 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION) 207
TABLE 144 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION) 207
TABLE 145 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 208
TABLE 146 EUROPE: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION) 208
TABLE 147 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION) 208
TABLE 148 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION) 208
TABLE 149 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION) 209
TABLE 150 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION) 209
TABLE 151 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION) 209
TABLE 152 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION) 210
TABLE 153 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION) 210
TABLE 154 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION) 210
TABLE 155 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 211
TABLE 156 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION) 211
TABLE 157 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2019–2023 (USD MILLION) 212
TABLE 158 EUROPE: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024–2029 (USD MILLION) 212
10.3.4 UK 212
10.3.4.1 UK Government to take digital transformation initiatives to support growing demand from citizens 212
10.3.5 GERMANY 213
10.3.5.1 German government to support technology adoption at grassroots level by constantly providing practical guidance to companies 213
10.3.6 FRANCE 213
10.3.6.1 French businesses increasingly prioritizing customer experience as key differentiator 213
10.3.7 ITALY 214
10.3.7.1 Businesses integrating multiple channels, including voice, email, chat, and social media, to provide customers with omnichannel experiences 214
10.3.8 SPAIN 214
10.3.8.1 As Spanish businesses continue to prioritize customer satisfaction and loyalty, demand for cloud-based contact center solutions to remain strong 214
10.3.9 REST OF EUROPE 215
10.4 ASIA PACIFIC 215
10.4.1 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 215
10.4.2 ASIA PACIFIC: IMPACT OF RECESSION 216
10.4.3 ASIA PACIFIC: MARKET SHARE ANALYSIS OF KEY PLAYERS 216
FIGURE 52 ASIA PACIFIC: MARKET SHARE ANALYSIS OF KEY PLAYERS 216
FIGURE 53 ASIA PACIFIC: MARKET SNAPSHOT 217
TABLE 159 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION) 217
TABLE 160 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION) 218
TABLE 161 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION) 218
TABLE 162 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION) 218
TABLE 163 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION) 219
TABLE 164 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION) 219
TABLE 165 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 219
TABLE 166 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION) 219
TABLE 167 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION) 220
TABLE 168 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION) 220
TABLE 169 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION) 220
TABLE 170 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION) 220
TABLE 171 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION) 221
TABLE 172 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION) 221
TABLE 173 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION) 221
TABLE 174 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION) 222
TABLE 175 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 222
TABLE 176 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION) 223
TABLE 177 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY/REGION, 2019–2023 (USD MILLION) 223
TABLE 178 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY/REGION, 2024–2029 (USD MILLION) 224
10.4.4 INDIA 224
10.4.4.1 Demand for advanced cloud-based contact center solutions expected to further accelerate in India 224
10.4.5 JAPAN 225
10.4.5.1 Japanese cloud-based contact center market characterized by strong focus on operational efficiency, workforce optimization, and regulatory compliance 225
10.4.6 CHINA 225
10.4.6.1 China’s cloud-based contact center market characterized by rapid innovation and adoption of advanced technologies 225
10.4.7 ASEAN COUNTRIES 226
10.4.7.1 Companies operating in ASEAN countries encouraging organizations to invest in cloud-based contact center solutions to enhance their competitive edge 226
10.4.8 SOUTH KOREA 226
10.4.8.1 Adoption of cloud-based contact centers to enhance operations and customer interactions of businesses in South Korea 226
10.4.9 AUSTRALIA & NEW ZEALAND (ANZ) 227
10.4.9.1 Customer experience, strong service-oriented sectors, and high level of technology adoption to drive market 227
10.4.10 REST OF ASIA PACIFIC 227
10.5 MIDDLE EAST & AFRICA 228
10.5.1 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 228
10.5.2 MIDDLE EAST & AFRICA: IMPACT OF RECESSION 228
TABLE 179 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION) 229
TABLE 180 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION) 229
TABLE 181 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION) 229
TABLE 182 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION) 230
TABLE 183 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION) 230
TABLE 184 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION) 230
TABLE 185 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 231
TABLE 186 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION) 231
TABLE 187 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION) 231
TABLE 188 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION) 231
TABLE 189 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION) 232
TABLE 190 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION) 232
TABLE 191 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION) 232
TABLE 192 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION) 233
TABLE 193 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION) 233
TABLE 194 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION) 233
TABLE 195 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 234
TABLE 196 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION) 234
TABLE 197 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2019–2023 (USD MILLION) 235
TABLE 198 MIDDLE EAST & AFRICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024–2029 (USD MILLION) 235
10.5.3 SAUDI ARABIA 235
10.5.3.1 Initiatives such as Vision 2030 and National Transformation Program to drive market 235
10.5.4 UAE 236
10.5.4.1 Technology-related advancements expected to increase adoption of contact center solutions across industries in UAE 236
10.5.5 SOUTH AFRICA 236
10.5.5.1 Integration of AI and automation technologies to shape cloud-based contact center market in South Africa 236
10.5.6 QATAR 237
10.5.6.1 Growing emphasis on data security and compliance in Qatar to drive adoption of cloud-based contact center solutions 237
10.5.7 EGYPT 237
10.5.7.1 Egypt to prioritize customer experience and operational efficiency, driving cloud-based contact center solution market growth 237
10.5.8 REST OF MIDDLE EAST & AFRICA 237
10.6 LATIN AMERICA 238
10.6.1 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 238
10.6.2 LATIN AMERICA: IMPACT OF RECESSION 238
TABLE 199 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2019–2023 (USD MILLION) 239
TABLE 200 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY OFFERING, 2024–2029 (USD MILLION) 239
TABLE 201 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2019–2023 (USD MILLION) 239
TABLE 202 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY TYPE, 2024–2029 (USD MILLION) 240
TABLE 203 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2019–2023 (USD MILLION) 240
TABLE 204 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY ENGAGEMENT TYPE, 2024–2029 (USD MILLION) 240
TABLE 205 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 241
TABLE 206 LATIN AMERICA: CLOUD-BASED CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION) 241
TABLE 207 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2019–2023 (USD MILLION) 241
TABLE 208 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY SERVICE, 2024–2029 (USD MILLION) 241
TABLE 209 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2019–2023 (USD MILLION) 242
TABLE 210 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY PROFESSIONAL SERVICE, 2024–2029 (USD MILLION) 242
TABLE 211 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2019–2023 (USD MILLION) 242
TABLE 212 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COMMUNICATION CHANNEL, 2024–2029 (USD MILLION) 243
TABLE 213 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2019–2023 (USD MILLION) 243
TABLE 214 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY APPLICATION, 2024–2029 (USD MILLION) 243
TABLE 215 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 244
TABLE 216 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY VERTICAL, 2024–2029 (USD MILLION) 244
TABLE 217 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2019–2023 (USD MILLION) 245
TABLE 218 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY, 2024–2029 (USD MILLION) 245
10.6.3 BRAZIL 245
10.6.3.1 Shift toward cloud-based contact center solutions for flexibility and cost-effectiveness to accelerate market 245
10.6.4 MEXICO 246
10.6.4.1 Government initiatives to attract foreign investment, digital advancement, and technical expertise to drive market 246
10.6.5 ARGENTINA 246
10.6.5.1 Argentina’s expanding outsourcing industry to drive adoption of cloud-based contact centers 246
10.6.6 REST OF LATIN AMERICA 246
11 COMPETITIVE LANDSCAPE 247
11.1 OVERVIEW 247
11.2 KEY PLAYER STRATEGIES/RIGHT TO WIN 247
TABLE 219 OVERVIEW OF STRATEGIES ADOPTED BY KEY CLOUD-BASED CONTACT CENTER VENDORS 247
11.3 REVENUE ANALYSIS 250
FIGURE 54 TOP FIVE PLAYERS DOMINATING MARKET FROM 2019 TO 2023 (USD MILLION) 250
11.4 MARKET SHARE ANALYSIS 250
FIGURE 55 SHARE OF LEADING COMPANIES IN CLOUD-BASED CONTACT CENTER MARKET, 2023 251
11.4.1 MARKET RANKING ANALYSIS 251
TABLE 220 CLOUD-BASED CONTACT CENTER MARKET: DEGREE OF COMPETITION 251
11.5 BRAND COMPARATIVE ANALYSIS 252
FIGURE 56 BRAND COMPARATIVE ANALYSIS 252
11.6 COMPANY VALUATION AND FINANCIAL METRICS OF KEY VENDORS 252
FIGURE 57 COMPANY VALUATION AND FINANCIAL METRICS OF KEY VENDORS 252
FIGURE 58 YEAR-TO-DATE (YTD) PRICE TOTAL RETURN AND 5-YEAR STOCK BETA OF KEY VENDORS 253
11.7 COMPANY EVALUATION MATRIX: KEY PLAYERS, 2023 253
11.7.1 STARS 253
11.7.2 EMERGING LEADERS 253
11.7.3 PERVASIVE PLAYERS 254
11.7.4 PARTICIPANTS 254
FIGURE 59 CLOUD-BASED CONTACT CENTER MARKET: COMPANY EVALUATION MATRIX (KEY PLAYERS), 2023 254
11.7.5 COMPANY FOOTPRINT: KEY PLAYERS, 2023 255
11.7.5.1 Company footprint 255
FIGURE 60 COMPANY FOOTPRINT (24 COMPANIES) 255
11.7.5.2 Region footprint 256
TABLE 221 REGION FOOTPRINT (24 COMPANIES) 256
11.7.5.3 Application footprint 257
TABLE 222 APPLICATION FOOTPRINT (24 COMPANIES) 257
11.7.5.4 Vertical footprint 258
TABLE 223 VERTICAL FOOTPRINT (24 COMPANIES) 258
11.7.5.5 Offering footprint 259
TABLE 224 OFFERING FOOTPRINT (24 COMPANIES) 259
11.8 COMPANY EVALUATION MATRIX: STARTUPS/SMES, 2023 260
11.8.1 PROGRESSIVE COMPANIES 260
11.8.2 RESPONSIVE COMPANIES 260
11.8.3 DYNAMIC COMPANIES 260
11.8.4 STARTING BLOCKS 260
FIGURE 61 CLOUD-BASED CONTACT CENTER MARKET: COMPANY EVALUATION MATRIX (STARTUPS/SMES), 2023 261
11.8.5 COMPETITIVE BENCHMARKING: STARTUPS/SMES, 2023 262
11.8.5.1 Detailed list of key startups/SMEs 262
TABLE 225 CLOUD-BASED CONTACT CENTER MARKET: DETAILED LIST OF KEY STARTUPS/SMES 262
11.8.5.2 Competitive benchmarking of key startups/SMEs 263
TABLE 226 CLOUD-BASED CONTACT CENTER MARKET: COMPETITIVE BENCHMARKING OF STARTUPS/SMES 263
11.9 COMPETITIVE SCENARIO AND TRENDS 263
11.9.1 PRODUCT LAUNCHES & ENHANCEMENTS 264
TABLE 227 CLOUD-BASED CONTACT CENTER MARKET: PRODUCT LAUNCHES & ENHANCEMENTS, JANUARY 2021–MARCH 2024 264
11.9.2 DEALS 266
TABLE 228 CLOUD-BASED CONTACT CENTER MARKET: DEALS, JANUARY 2021–MARCH 2024 266
12 COMPANY PROFILES 268
12.1 INTRODUCTION 268
12.2 KEY PLAYERS 268
(Business Overview, Products/Solutions/Services offered, Recent Developments, MnM View)*
12.2.1 NICE 268
TABLE 229 NICE: COMPANY OVERVIEW 269
FIGURE 62 NICE: COMPANY SNAPSHOT 269
TABLE 230 NICE: PRODUCTS/SOLUTIONS/SERVICES OFFERED 270
TABLE 231 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS 271
TABLE 232 NICE: DEALS 272
12.2.2 AWS 275
TABLE 233 AWS: COMPANY OVERVIEW 275
FIGURE 63 AWS: COMPANY SNAPSHOT 276
TABLE 234 AWS: PRODUCTS/SOLUTIONS/SERVICES OFFERED 276
TABLE 235 AWS: PRODUCT LAUNCHES AND ENHANCEMENTS 277
TABLE 236 AWS: DEALS 279
12.2.3 GENESYS 280
TABLE 237 GENESYS: COMPANY OVERVIEW 280
TABLE 238 GENESYS: PRODUCTS/SOLUTIONS/SERVICES OFFERED 281
TABLE 239 GENESYS: PRODUCT LAUNCHES AND ENHANCEMENTS 282
TABLE 240 GENESYS: DEALS 283
TABLE 241 GENESYS: OTHERS 285
12.2.4 VONAGE 286
TABLE 242 VONAGE: COMPANY OVERVIEW 286
TABLE 243 VONAGE: PRODUCTS/SOLUTIONS/SERVICES OFFERED 286
TABLE 244 VONAGE: PRODUCT LAUNCHES AND ENHANCEMENTS 287
TABLE 245 VONAGE: DEALS 287
12.2.5 FIVE9 289
TABLE 246 FIVE9: COMPANY OVERVIEW 289
FIGURE 64 FIVE9: COMPANY SNAPSHOT 290
TABLE 247 FIVE9: PRODUCTS/SOLUTIONS/SERVICES OFFERED 290
TABLE 248 FIVE9: PRODUCT LAUNCHES AND ENHANCEMENTS 291
TABLE 249 FIVE9: DEALS 293
12.2.6 TALKDESK 295
TABLE 250 TALKDESK: COMPANY OVERVIEW 295
TABLE 251 TALKDESK: PRODUCTS/SOLUTIONS/SERVICES OFFERED 295
TABLE 252 TALKDESK: PRODUCT LAUNCHES AND ENHANCEMENTS 296
TABLE 253 TALKDESK: DEALS 298
12.2.7 CISCO 299
TABLE 254 CISCO: COMPANY OVERVIEW 299
FIGURE 65 CISCO: COMPANY SNAPSHOT 300
TABLE 255 CISCO: PRODUCTS/SOLUTIONS/SERVICES OFFERED 300
TABLE 256 CISCO: PRODUCT LAUNCHES AND ENHANCEMENTS 301
12.2.8 AVAYA 303
TABLE 257 AVAYA: COMPANY OVERVIEW 303
TABLE 258 AVAYA: PRODUCTS/SOLUTIONS/SERVICES OFFERED 303
TABLE 259 AVAYA: PRODUCT LAUNCHES AND ENHANCEMENTS 304
TABLE 260 AVAYA: DEALS 305
12.2.9 ZOHO 307
TABLE 261 ZOHO: COMPANY OVERVIEW 307
TABLE 262 ZOHO: PRODUCTS/SOLUTIONS/SERVICES OFFERED 307
TABLE 263 ZOHO: PRODUCT LAUNCHES AND ENHANCEMENTS 308
TABLE 264 ZOHO: DEALS 309
12.2.10 8X8 310
TABLE 265 8X8: COMPANY OVERVIEW 310
FIGURE 66 8X8: COMPANY SNAPSHOT 311
TABLE 266 8X8: PRODUCTS/SOLUTIONS/SERVICES OFFERED 311
TABLE 267 8X8: PRODUCT LAUNCHES AND ENHANCEMENTS 312
TABLE 268 8X8: DEALS 313
12.2.11 VERIZON 314
TABLE 269 VERIZON: COMPANY OVERVIEW 314
FIGURE 67 VERIZON: COMPANY SNAPSHOT 315
TABLE 270 VERIZON: PRODUCTS/SOLUTIONS/SERVICES OFFERED 315
TABLE 271 VERIZON: PRODUCT LAUNCHES AND ENHANCEMENTS 316
12.2.12 ALVARIA 317
TABLE 272 ALVARIA: COMPANY OVERVIEW 317
TABLE 273 ALVARIA: PRODUCTS/SOLUTIONS/SERVICES OFFERED 317
TABLE 274 ALVARIA: DEALS 318
12.2.13 AMELIA 319
TABLE 275 AMELIA: COMPANY OVERVIEW 319
TABLE 276 AMELIA: PRODUCTS/SOLUTIONS/SERVICES OFFERED 319
TABLE 277 AMELIA: DEALS 320
*Details on Business Overview, Products/Solutions/Services offered, Recent Developments, MnM View might not be captured in case of unlisted companies.
12.3 OTHER PLAYERS 321
12.3.1 TWILIO 321
12.3.2 CLOUDWAVE 322
12.3.3 CONTENT GURU 323
12.3.4 RINGCENTRAL 323
12.3.5 3CLOGIC 324
12.3.6 ENGHOUSE INTERACTIVE 325
12.3.7 VOCALCOM 326
12.3.8 EVOLVE IP 327
12.3.9 SPRINKLR 328
12.3.10 MITEL 328
12.3.11 BT GROUP 329
12.4 STARTUP/SME PROFILES 330
12.4.1 PYPESTREAM 330
12.4.2 TECHSEE 330
12.4.3 AIRCALL 331
12.4.4 SENTIENT MACHINES 331
12.4.5 NUBITEL 332
12.4.6 JUSTCALL 333
12.4.7 DAILER360 334
12.4.8 SERVETEL 335
12.4.9 NEODOVE 336
12.4.10 RULAI 336
13 ADJACENT AND RELATED MARKETS 337
13.1 INTRODUCTION 337
13.2 CONVERSATIONAL AI MARKET – GLOBAL FORECAST TO 2030 337
13.2.1 MARKET DEFINITION 337
13.2.2 MARKET OVERVIEW 337
13.2.3 CONVERSATIONAL AI MARKET, BY OFFERING 338
TABLE 278 CONVERSATIONAL AI MARKET, BY OFFERING, 2019–2023 (USD MILLION) 338
TABLE 279 CONVERSATIONAL AI MARKET, BY OFFERING, 2024–2030 (USD MILLION) 338
13.2.4 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION 338
TABLE 280 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION, 2019–2023 (USD MILLION) 339
TABLE 281 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION, 2024–2030 (USD MILLION) 339
13.2.5 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE 339
TABLE 282 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE, 2019–2023 (USD MILLION) 340
TABLE 283 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE, 2024–2030 (USD MILLION) 340
13.2.6 CONVERSATIONAL AI MARKET, BY INTEGRATION MODE 340
TABLE 284 CONVERSATIONAL AI MARKET, BY INTEGRATION MODE, 2019–2023 (USD MILLION) 340
TABLE 285 CONVERSATIONAL AI MARKET, BY INTEGRATION MODE, 2024–2030 (USD MILLION) 341
13.2.7 CONVERSATIONAL AI MARKET, BY VERTICAL 341
TABLE 286 CONVERSATIONAL AI MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 341
TABLE 287 CONVERSATIONAL AI MARKET, BY VERTICAL, 2024–2030 (USD MILLION) 342
13.2.8 CONVERSATIONAL AI MARKET, BY REGION 342
TABLE 288 CONVERSATIONAL AI MARKET, BY REGION, 2019–2023 (USD MILLION) 343
TABLE 289 CONVERSATIONAL AI MARKET, BY REGION, 2024–2030 (USD MILLION) 343
13.3 CONTACT CENTER SOFTWARE MARKET – GLOBAL FORECAST TO 2028 343
13.3.1 MARKET DEFINITION 343
13.3.2 MARKET OVERVIEW 344
13.3.3 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT 344
TABLE 290 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2017–2022 (USD MILLION) 344
TABLE 291 CONTACT CENTER SOFTWARE MARKET, BY COMPONENT, 2023–2028 (USD MILLION) 344
13.3.4 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE 345
TABLE 292 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2017–2022 (USD MILLION) 345
TABLE 293 CONTACT CENTER SOFTWARE MARKET, BY DEPLOYMENT MODE, 2023–2028 (USD MILLION) 345
13.3.5 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE 346
TABLE 294 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 346
TABLE 295 CONTACT CENTER SOFTWARE MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 346
13.3.6 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL 346
TABLE 296 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 347
TABLE 297 CONTACT CENTER SOFTWARE MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 347
13.3.7 CONTACT CENTER SOFTWARE MARKET, BY REGION 347
TABLE 298 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2017–2022 (USD MILLION) 348
TABLE 299 CONTACT CENTER SOFTWARE MARKET, BY REGION, 2023–2028 (USD MILLION) 348
14 APPENDIX 349
14.1 DISCUSSION GUIDE 349
14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 356
14.3 CUSTOMIZATION OPTIONS 358
14.4 RELATED REPORTS 358
14.5 AUTHOR DETAILS 359