Cloud-based Contact Center Market, By Component (Solution, Services), By Organization Size (Large Enterprise, SMEs), By Deployment mode (Public Cloud, Private Cloud, Hybrid Cloud), By Industry (BFSI, Government & Public Sector, IT and Telecom, Manufacturing, Healthcare, Retail, Media & Entertainment, Others), By Region – Global Analysis Forecast Till 2030

The Cloud-based Contact Center Market is estimated to be valued at US$ 46.5 billion with a CAGR of 25.1% by 2030.

An enterprise's focal point for cloud operations is called a cloud contact center hosted on an Internet server. This Internet server handles all outbound and inbound communications. Cloud contact centers are connected with the help of social media platforms such as email, voice, and web that can be accessed virtually from any location.

Cloud centers also claim top-notch benefits such as reducing costs, improving ROI, improving flexibility and scalability, optimizing agent efficiency, delivering a better customer experience, and empowering employees. The deployment model of these centers allows organizations to build contact centers and even build them for third-party organizations. However, these centers offer up-to-date services that have been modernized to meet the needs and experiences of our guests.

A cloud-based contact center solution combines multiple communication channels into a single system, allowing agents to connect with customers via phone calls, emails, or instant messages while maintaining a consistent record. Provides workforce management tools to help agents and supervisors manage their time effectively. As a result, it has found a wide range of applications in banking, financial services, insurance (BFSI), consumer goods, retail, government, public, healthcare, manufacturing, telecommunications, and information technology (IT) sectors worldwide.

Market Dynamics:

Drivers:

System reliability is key for enterprises moving from traditional on-premise contact center solutions to cloud-based solutions. A key requirement for enterprises is the increased security requirements provided by advanced cloud contact center architectures. The major factors influencing the adoption of cloud-based solutions are flexibility, feature control, and improved performance. Cloud deployments allow businesses to host contact centers in external data centers, eliminating the need for hardware infrastructure. The result is significant overall infrastructure cost savings. Cloud-based contact centers can quickly meet consumer demand with immediate scalability of staffing team. Therefore, features such as enhanced security, scalability, flexibility, affordability and reliability are significantly helping the Cloud-based Contact Center Market accelerate during the forecast period.

Restraints:

Moving your contact center to the cloud has many benefits, but it can be challenging and also comes with risks. Make your client experience transparent with a contact center cloud migration that stands out from other cloud migration projects. This carries the potential risk of being described as a “failed customer experience” on social media. Meeting customer expectations across multiple channels is tough and costly because it requires a solid infrastructure to link the channels together and transfer customer data between them. Additionally, traditional software testing methods fall short in these complex cloud environments. These factors impede the growth of the cloud-based contact center market during the forecast period.

Key players:

• Atheer, Inc.

• Barco N.V.

• Blippar.com Ltd.

• Curiscope

• Dell Technologies Inc.

• EON Reality, Inc.

• Google, LLC

• Honeywell International, Inc.

• HP Development Company, L.P.

• HTC Corporation

• Magic Leap, Inc.

• Manus Machinae B.V.

• Microsoft Corporation

• Nokia Corporation

• Oculus VR LLC

• Qualcomm Incorporated

• Samsung Electronics Co., Ltd.

• Semcon

• Sony Interactive Entertainment LLC

• Vuzix Corporation

Market Segmentation:

Cloud-based Contact Center Market, By Component

• Solution

• Services

• Professional

• Managed

Cloud-based Contact Center Market, By Organization Size

•Large Enterprise

• SMEs

Cloud-based Contact Center Market, By Deployment mode

• Public Cloud

• Private Cloud

• Hybrid Cloud

Cloud-based Contact Center Market, By Industry

• BFSI

• Government & Public Sector

• IT and Telecom

• Manufacturing

• Healthcare

• Retail

• Media & Entertainment

• Others

Cloud-based Contact Center Market, By Region

• North America

  • US

  • Canada

• Europe

  • UK

  • Germany

  • France

  • Rest of Europe

• APAC

  • India

  • Japan

  • China

  • Rest of APAC

• MEA

  • Saudi Arabia

  • South Africa

  • Rest of MEA

• Latin America

  • Brazil

  • Mexico

  • Rest of Latin America

Regional Analysis:

During the forecast period, the European cloud-based contact center market is expected to be a major market for cloud-based contact centers. Europe is a major producer and consumer of modern technology and serves as a hub for some of the largest tech hubs in the world. Cost and regulatory concerns have driven many companies to move to the cloud and support employee mobility. Numerous European countries are participating in initiatives aimed at improving digital infrastructure. Efforts are also being made to improve the skills of the community and rapidly increase cloud-based platforms.

The governments of Poland, Bulgaria, and Romania plan to increase investment in digital infrastructure, and the government of the Republic of Ukraine is set to double IT R&D spending by 2020.

Call centers are an essential part of many businesses in the UK. Accounting for 18% of total employment, the UK's finance sector is expected to employ around one in five call center workers. Telemarketing, the government sector, IT & telecommunications, and utility companies are other important industries for the UK call center market. The contact center sector in Spain is also still growing. Consequently, the European market is expected to expand during the forecast period due to the adoption of cloud-based services in Germany, the United Kingdom, and Spain.

Scope of the Report:

User

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