Global Cloud-Based Contact Center Market

According to the GMI Research forecast, the Cloud-Based Contact Center Market will expand over the forecast period. The aggravation in the need to strengthen customer experience and rise in number of organisations deploying the cloud-based contact center are the major aspects responsible for the market growth.

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Cloud-Based Contact Center Market Dynamics

The key forces driving the growth of the global cloud-based contact center market includes their remarkable benefits like international reach, less infrastructural cost, adaptability, faster access to the multi-channel communication and services such as interactive voice response (IVR) system and automatic call distributor (ACD). The evolving need of customized and flawless interactions as well as enhanced customer experience will further strengthen the Cloud Based Contact Center market size.

In parallel, there has been a surge in demand for obscure operations in order to offer a 24/7 service to the customers, which will further supplement the market growth. Simultaneously,  the Cloud Based Contact Center Global Market Report states that the increasing adoption of SMAC technologies, which include, mobile analytics, social media, and cloud technologies, across several end-use verticals like telecom, IT, retail, media and entertainment and banking, financial services, and insurance (BFSI), is another factor which will pave the way for market growth. The increasing trend of working from home led by the widespread outburst of the coronavirus crisis will further impel the market growth.

However, with the rising cases of cloud cyberattacks the agitation towards the security of decisive information has increased. Thus, this factor has hindered the market growth. Also, the excessive investment required for initiating the transmission capacity of internet connection and one vendor lock-in may further restrain the Cloud-based Contact Center Market Share.

Cloud-Based Contact Center Market Segmentation:

Segmentation by Type
  • Automatic Call Distribution
  • Agent Performance Optimization
  • Diallers
  • Interactive Voice Response
  • Computer Telephony Integration
  • Analytics and Reporting
Segmentation by Organization Size
  • Small and Medium-sized Enterprises (SMEs)
  • Large Enterprises
Segmentation by End-user Industry
  • Banking Financial Services and Insurance (BFSI)
  • IT and Telecom
  • Media and Entertainment
  • Retail
  • Logistics and Transport
  • Healthcare
  • Other
Segmentation by Region:
  • Europe
    • United Kingdom
    • Germany
    • France
    • Spain
    • Rest of Europe
  • Asia Pacific
    • China
    • Japan
    • India
    • Rest of APAC
  • North America
    • United States of America
    • Canada
  • RoW
    • UAE
    • Brazil
    • South Africa
    • Saudi Arabia

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