Cloud-based Contact Center Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2023-2028

Cloud-based Contact Center Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2023-2028

The global cloud-based contact center market size reached US$ 22.2 Billion in 2022. Looking forward, IMARC Group expects the market to reach US$ 77.7 Billion by 2028, exhibiting a growth rate (CAGR) of 22.5% during 2023-2028. The increasing use of m-banking apps, rising adoption of cloud computing, and the integration of advanced technologies represent some of the key factors driving the market.

A cloud-based contact center is a virtual customer service platform that provides a comprehensive set of tools for managing inbound and outbound customer interactions. It is designed to deliver a seamless, personalized, and omnichannel customer experience in multiple communication channels., such as phone, email, chat, and social media. It offers robust analytics and reporting capabilities that enable businesses to gain insights into customer behavior, agent performance, and other key metrics. It also provides easy and quick access to multiple services and tools required to communicate in a web-based world as compared to traditional on-premises contact centers. It is generally used to generate leads, manage sales calls, and support marketing campaigns.

Cloud-based Contact Center Market Trends:

Cloud-based contact center finds application in the banking, financial services and insurance (BFSI) sector to detect and prevent fraud by analyzing customer data, transaction histories, and other information. This, coupled with the increasing use of m-banking apps, represents one of the major factors propelling the market growth around the world. Moreover, the rising adoption of cloud computing in small and medium-scale enterprises (SMEs) on account of its numerous advantages, such as robust scalability, affordability, flexibility, and features, is favoring the growth of the market. In addition, the integration of artificial intelligence (AI), natural language processing (NLP), machine learning (ML), predictive analytics, voice analytics, and the internet of things (IoT) in a cloud-based contact center to provide a seamless and efficient customer experience is bolstering the market growth. These advanced technologies help analyze customer data and deliver insights that are used to forecast customer behavior, identify potential issues, improve customer service, and optimize business processes. These advancements also analyze voice interactions between customers and agents to provide insights into consumer sentiment and agent performance. Apart from this, the cloud-based contact center is employed in the healthcare sector to support telemedicine services, enable patients to receive virtual consultations, and remote monitoring from healthcare providers. It also helps healthcare providers manage patient appointments and reminders, reduce the risk of missed appointments, and improve patient outcomes. This, along with the surging prevalence of chronic conditions among the masses, is strengthening the growth of the market. Furthermore, significant improvements in the information technology (IT) infrastructure is creating a positive outlook for the market.

Key Market Segmentation:

IMARC Group provides an analysis of the key trends in each sub-segment of the global cloud-based contact center market report, along with forecasts at the global, regional and country level from 2023-2028. Our report has categorized the market based on component, deployment mode, organization size and end use industry.

Component Insights:

Solution

Automatic Call Distribution

Agent Performance Optimization

Dialers

Interactive Voice Response

Computer Telephony Integration

Analytics and Reporting

Service

Professional Services

Managed Services

The report has provided a detailed breakup and analysis of the cloud-based contact center market based on the component. This includes solution (automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration, and analytics and reporting) and service (professional and managed services). According to the report, solution (automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration, and analytics and reporting) represented the largest segment.

Deployment Mode Insights:

Public Cloud

Private Cloud

Hybrid Cloud

A detailed breakup and analysis of the cloud-based contact center market based on the deployment mode has also been provided in the report. This includes public cloud, private cloud, and hybrid cloud. According to the report, public cloud accounted for the largest market share.

Organization Size Insights:

Small and Medium-sized Enterprises

Large Enterprises

The report has provided a detailed breakup and analysis of the cloud-based contact center market based on the organization size. This includes small and medium-sized enterprises and large enterprises. According to the report, large enterprises represented the largest segment.

End Use Industry Insights:

BFSI

IT and Telecom

Media and Entertainment

Retail

Logistics and Transport

Healthcare

Others

A detailed breakup and analysis of the cloud-based contact center market based on the end use industry has also been provided in the report. This includes BFSI, IT and telecom, media and entertainment, retail, logistics and transport, healthcare, and others. According to the report, IT and telecom accounted for the largest market share.

Regional Insights:

North America

United States

Canada

Asia-Pacific

China

Japan

India

South Korea

Australia

Indonesia

Others

Europe

Germany

France

United Kingdom

Italy

Spain

Russia

Others

Latin America

Brazil

Mexico

Others

Middle East and Africa

The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America was the largest market for cloud-based contact center. Some of the factors driving the North America cloud-based contact center market included the rising adoption of advanced communication technologies, expansion of IT sector, integration of advanced technologies, etc.

Competitive Landscape:

The report has also provided a comprehensive analysis of the competitive landscape in the global cloud-based contact center market. Competitive analysis such as market structure, market share by key players, player positioning, top winning strategies, competitive dashboard, and company evaluation quadrant has been covered in the report. Also, detailed profiles of all major companies have been provided. Some of the companies covered include 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom, Vonage, etc. Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.

Key Questions Answered in This Report

1. What was the size of the global cloud-based contact center market in 2022?

2. What is the expected growth rate of the global cloud-based contact center market during 2023-2028?

3. What are the key factors driving the global cloud-based contact center market?

4. What has been the impact of COVID-19 on the global cloud-based contact center market?

5. What is the breakup of the global cloud-based contact center market based on the component?

6. What is the breakup of the global cloud-based contact center market based on the deployment mode?

7. What is the breakup of the global cloud-based contact center market based on the organization size?

8. What is the breakup of the global cloud-based contact center market based on the end use industry?

9. What are the key regions in the global cloud-based contact center market?

10. Who are the key players/companies in the global cloud-based contact center market?